AIRASIA cancelled its domestic flights to and from the Ninoy Aquino International Airport in Manila from March 15 to April 14 in compliance with the government's directive imposing travel restrictions due to the coronavirus disease (Covid-19) outbreak.
The airline said in a statement that flights not bound for Manila out of other AirAsia’s hubs in the Philippines -- Clark, Cebu, and Kalibo -- will continue their normal operations.
"Guests may check on their flights via the 'Flight Status' function on the airasia.com website and mobile app," it said, adding that all affected guests will be promptly notified via email or SMS.
AirAsia encouraged its guests to update their contact details using the “My Bookings” feature on its website to ensure that they receive timely notifications.
AirAsia is also making provisions for guests affected by the flight cancellations and travel restrictions following the Philippine government’s latest directive, as follows:
1. Move flight: One-time flight change to a new travel date on the same route within 90 calendar days from the original flight time without additional cost, subject to seat availability;
2. Credit account: Retain the value of your fare in your AirAsia Big Loyalty account for future travel with AirAsia. The online credit account is to be redeemed for booking within 180 calendar days from the issuance date for your travel with us. The actual travel dates can be after the expiry date as long as our flight schedule is out;
3. Full refund: Obtain a full refund to your original payment method for the amount equivalent to your booking.
Guests whose travel plans are affected by restrictions or cancellations are advised to refer to the Covid-19 Refund Request Guide. Guests should visit support.airasia.com and speak to AVA for 24/7 assistance. Guests may reach AirAsia Philippines’ emergency hotline at (02)8722-2742, it said.
"We are experiencing a higher than usual volume of queries and requests at this time following the Covid-19 outbreak. We continue to do all we can to best assist any guest affected by a disrupted service during this period and thank them for their patience," AirAsia said.
It assured that it understands the urgency of customer queries relating to the current health situation and any changes to their travel plans. "The company has made it a priority to persistently work with various partner organizations, including banks, to immediately address guests’ concerns."
Guests may view an up-to-date status of their refund requests by logging on to their BIG Member Account on airasia.com.
It also assured that the safety and well-being of its guests and Allstars is its top priority. "AirAsia is complying with advice and regulations from the local government, civil aviation authorities, global and local health agencies, including the World Health Organization," the statement added.
"AirAsia is closely monitoring this situation and reserves the right to announce further policies according to the latest developments," it said. (SunStar Philippines with PR)