Passenger Rights

At Air Asia Express, we are dedicated to providing you with a safe, reliable, and comfortable travel experience. However, we understand that travel disruptions can occasionally occur. This page outlines your rights as a passenger and what you can expect from us when things do not go as planned, in accordance with applicable aviation regulations.

1. Flight Delays

If your flight is delayed, we are committed to keeping you informed and minimizing your inconvenience:

• Information: We will provide timely updates regarding the status of your delayed flight via announcements at the airport, SMS, and email.
• Refreshments: For significant delays (typically over 2-3 hours, depending on flight distance), we will provide complimentary meals and refreshments in reasonable proportion to the waiting time.
• Accommodation: If a delay necessitates an overnight stay, we will provide hotel accommodation and transport between the airport and the hotel, subject to availability.

2. Flight Cancellations

In the unfortunate event that your flight is cancelled, you are entitled to choose between:

• Re-routing: Re-accommodation on the next available Air Asia Express flight to your destination at no additional cost.
• Refund: A full refund of the unused portion of your ticket to the original form of payment or as travel credit, based on your preference.
• Care: Similar to significant delays, we will offer meals, refreshments, and hotel accommodation if re-routing requires an overnight wait.

3. Denied Boarding (Overbooking)

While rare, flights may occasionally be overbooked. If you are denied boarding against your will on a flight for which you hold a confirmed reservation and have checked in on time:

• We will first ask for volunteers willing to surrender their seats in exchange for compensation and an alternative flight.
• If you are involuntarily denied boarding, you are entitled to compensation as mandated by the regulatory authorities in the departing country.
• You will also have the choice between a full refund or being re-routed on the next available flight, along with necessary care (meals, communications, and accommodation).

4. Delayed, Lost, or Damaged Baggage

We treat your belongings with the utmost care, but if an issue arises with your checked baggage:

• Delayed Baggage: If your baggage does not arrive with you, please report it immediately to our Baggage Services desk before leaving the airport. We will trace it and deliver it to your address once found.
• Damaged/Lost Baggage: If your baggage is damaged or declared lost (typically after 21 days), you are entitled to compensation subject to the limits defined by the Montreal Convention or applicable domestic laws.
• Reporting Timeframes: Claims for damaged baggage must be filed within 7 days of receipt. Claims for delayed baggage must be filed within 21 days.

5. Passengers with Special Needs

We are committed to making travel accessible for everyone:

• Passengers with reduced mobility or disabilities have the right to travel on equal terms with other passengers.
• We provide special assistance (e.g., wheelchair services, boarding assistance) at the airport and on board at no extra charge.
• To ensure we can meet your needs, please request special assistance at least 48 hours prior to your scheduled departure.