KUALA LUMPUR: AirAsia has provided alternative arrangements for travellers affected by the Mount Agung eruption in Bali.
In a statement this evening it said all guests whose flights are affected will be entitled to choose one of the following service recovery options being offered:
For flights to/from Bali and Lombok from Nov 25 2017 - Dec 25 2017:
Option 1: Change to a new travel date on the same route within 30 calendar days from original flight date without additional cost and subject to seat availability; or,
Option 2: Credit Account: Retain the value of fare in a credit account for future travel with AirAsia. The online Credit Account to be redeemed within 90 calendar days from the date of issue, for travel date of your choice; or,
Option 3: Full Refund: Obtain a full refund in the amount equivalent to your booking. This can be done strictly via e-form available on support.airasia.com.
For Flights to/from Bali and Lombok from Dec 11 2017 - Dec 31 2017:
Option 1: Change to a new travel date on the same route up to Jan 31 2018 without additional cost and subject to seat availability; or
Option 2: Reroute to other destination (within AirAsia network) with fare difference applicable, subject to seat availability; or,
Option 3: Retain the value of fare in a credit account for future travel with AirAsia. The online Credit Account to be redeemed within 90 calendar days from the date of issue, for travel date of your choice.
Guests are advised to check airasia.com and AirAsia's social media pages for further announcements.
AirAsia said it will continue to monitor the situation closely, and will keep guests informed of any developments.
Meanwhile, Malaysia Airlines has arranged for alternative travel arrangements for its passengers stranded in Denpasar-Bali.
The national carrier has arranged ground transport to Surabaya from the Ngurah Rai International Airport with onward connection to Kuala Lumpur.
It urged affected passengers to register themselves at the airlines’ dedicated counter at Customer Service Desk, Level 3 at the airport.
The journey from Bali to Surabaya will take approximately 12 hours, it said.
“Malaysia Airlines will also be mounting rescue flights from Surabaya to Kuala Lumpur,” it said in a statement this evening.
Malaysia Airlines said it will continue to monitor the situation and resume flights into and out of Denpasar as soon as it receives confirmation on improved weather conditions.
For more information, passengers are encouraged to call 1 300 88 3000 (in Malaysia), +603 7843 3000 (for outside Malaysia) or +62 855 7467 0390 (within Indonesia). It will also will provide periodic updates regarding the situation on its website and social media platforms, Facebook and Twitter.