# No extra cost
# For flight delays exceeding 3 hours only (refer the following FAQs on this site)
# Vouchers can be used to purchase flights, products and online services
# Vouchers will be valid for 3 months from its date of issue
# Guests entitled for compensation will be contacted via their email address within 3 working days
# For flight delays exceeding 3 hours only (refer the following FAQs on this site)
# Vouchers can be used to purchase flights, products and online services
# Vouchers will be valid for 3 months from its date of issue
# Guests entitled for compensation will be contacted via their email address within 3 working days
Frequently asked questions
1. What is AirAsia's On Time Guarantee?
AirAsia provides its guests a guarantee that they will receive compensation for flights that are delayed by more than 3 hours from the scheduled time of flight departure; Scheduled time of flight departure means either:
the time that is printed on the itinerary; or
any new scheduled flight departure time which we have advised the guests not less than 24 hours from the original scheduled time of flight departure on the itinerary, whichever is the later.
the time that is printed on the itinerary; or
any new scheduled flight departure time which we have advised the guests not less than 24 hours from the original scheduled time of flight departure on the itinerary, whichever is the later.
2. What delays are covered by AirAsia's On Time Guarantee?
Any delay caused by AirAsia but not delays which are due to circumstances beyond our control such as bad weather, air traffic control, airport closures, strikes or natural disasters.
3. When is AirAsia's On Time Guarantee effective?
For all flights commencing 16 June 2008.
4. Is there any cost for AirAsia's on Time Guarantee?
There is no extra cost to AirAsia's guests.
5. Who qualifies for this Guarantee?
5. Who qualifies for this Guarantee?
Guests who have checked-in and proceeded with their journey despite the delay. However, guests on AirAsia X flights (airline prefix D7 only) are not eligible for the guarantee as pre-existing recovery measures are available.
6. What is the compensation for such a delay?
6. What is the compensation for such a delay?
RM200* in the form of an AirAsia E-Gift Voucher. (THB1,800; RP500.000 or USD55)
7. How do guests claim for this compensation?
All eligible guests affected by such a delay will receive their AirAsia E-Gift Voucher within three (03) working days of the delayed flight via email. Therefore, please ensure that their email details are correct at the time of booking.
8. What can I use the AirAsia E-Gift Voucher for?
You may use the AirAsia E-Gift Voucher to purchase your next AirAsia flight.
9. How many times can I use the AirAsia E-Gift Voucher?
9. How many times can I use the AirAsia E-Gift Voucher?
The AirAsia E-Gift Voucher may be used only once for a one time payment for one booking. This means there will be no change given should the value of the booking be less than the AirAsia E-Gift Voucher.
For bookings where the value is more than the AirAsia E-Gift Voucher, all outstanding fares and fees due must be paid using a credit card acceptable to AirAsia, in order to complete your booking process.
10. Do I have to use the AirAsia E-Gift Voucher within a certain period of time?
For bookings where the value is more than the AirAsia E-Gift Voucher, all outstanding fares and fees due must be paid using a credit card acceptable to AirAsia, in order to complete your booking process.
10. Do I have to use the AirAsia E-Gift Voucher within a certain period of time?
Yes. The validity of the E-Gift Voucher (OTG compensation only) is 3 months from the date of issue, as stated on the Voucher. All terms and conditions of the AirAsia E-Gift Voucher will apply except for the validity period.
11. Do I need to purchase additional insurance?
11. Do I need to purchase additional insurance?
All guests are advised to purchase additional insurance to cover any other irregularities or areas relating to their travel.
12. What if I am not contacted and don't receive any compensation but have been affected by a delayed flight?
12. What if I am not contacted and don't receive any compensation but have been affected by a delayed flight?
If you believe you are entitled to compensation but have not been contacted by AirAsia, please email your name, flight details and identification number to: ontimeguarantee@airasia.com and we will get back to you as soon as we can.
However, you must contact AirAsia within five (5) days from the date of your affected flight.
13. What if I booked my flights through a Travel Agent and we are all listed under one Booking Number?
However, you must contact AirAsia within five (5) days from the date of your affected flight.
13. What if I booked my flights through a Travel Agent and we are all listed under one Booking Number?
As we may not have your direct contact details, please email your query or request to ontimeguarantee@airasia.com or call the AirAsia Call Centre and provide us with your name, flight details and identification number within five (5) days of the delayed flight.
P/S : My previous flight delays 3 hours, but unfortunately it was on 11 May 2008, from Kota Kinabalu to Kuala Lumpur and from Kuala Lumpur to Kota Kinabalu.
How lucky I`ll if thie guarantee start 10 May2008.
2 comments:
Dear Sir/madam,
Please clarify ASAP:
On one side airasia policy is "That if flight delay exceeds 2-hrs, passanger is entitle for Rm.200-E-Gift Voucher"
When we go on "My World, Make Money Online" web of airasia its says " For Flights Delays Exceeding 3-hrs Only".
Would you make up your mind its 2-hrs or 3-hrs?
And if you say now 3-hrs, than is'nt it right to bring Airasia to COURT of Law for false marketing?
Kindly, makesure you answer wisely! Tks
huh...
so scared when I read this comment..
" Anonymous said...
Dear Sir/madam,
Please clarify ASAP:
On one side airasia policy is "That if flight delay exceeds 2-hrs, passanger is entitle for Rm.200-E-Gift Voucher"
When we go on "My World, Make Money Online" web of airasia its says " For Flights Delays Exceeding 3-hrs Only".
Would you make up your mind its 2-hrs or 3-hrs?
And if you say now 3-hrs, than is'nt it right to bring Airasia to COURT of Law for false marketing?
Kindly, makesure you answer wisely! Tks "
I though it WAS my mistake... giving readers wrong information..
But, truly, thanks for the comment..
Well, on the AirAsia website, it is true that "for flight delay exceeds 2 hours"..
but this policy was effective "For all flights commencing 01st November, 2008."
But, my post was publish on July 2008..
So, they made the changes on november 2008..
Then, i reach these following site, that also stated for flight delay exceeds 3 hours
AirAsia delay compensation policy is good yet funny from http://www.thekualalumpurtraveler.com/airasia-delay-compensation-policy-is-good-yet-funny/
by CJCM on June 17th, 2008
"Why compensate using e-vouchers and then force the passengers to buy more products and services from AirAsia? Wouldn’t it be better to provide cash? For all you know, one would not want to fly AirAsia ever again after being " delayed for more than three hours " in the first place, so in this case cash would be more appreciated. The time limit of 3 months imposed on the e-voucher is also ridiculous. Tony is not only forcing the poor passenger to buy more products and services from AirAsia, but also forces them to do that within 3 months of their last terrible delayed-flight with AirAsia." (paragraph 2)
Compensation for AirAsia flight delays from http://thestar.com.my/news/story.asp?file=/2008/6/17/nation/21567071&sec=nation
Tuesday June 17, 2008
"KUALA LUMPUR: AirAsia will compensate passengers whose * flights are delayed for more than three hours* " (1st paragraph)
Hope this will satisfy you..
Frequently asked questions
1. What is AirAsia's On Time Guarantee?
AirAsia provides its guests a guarantee that they will receive compensation for flights that are delayed by more than 2 hours from the scheduled time of flight departure;
Scheduled time of flight departure means either:
the time that is printed on the itinerary; or
any new scheduled flight departure time which we have advised the guests not less than 24 hours from the original scheduled time of flight departure on the itinerary,
whichever is the later.
2. What delays are covered by AirAsia's On Time Guarantee?
Any delay caused by AirAsia, but not delays resulting from bad weather, air traffic control, airport closures, strikes, natural disasters and any other circumstances beyond our control.
3. When is revised AirAsia's On Time Guarantee effective?
For all flights commencing 01st November, 2008.
For more FAQs and updated, visit, http://www.airasia.com.my/site/my/en/page.jsp?reference=otg
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