How to get refunds on your cancelled AirAsia Boracay flights

AirAsia will make changes to its flight schedule in line with the Philippine government order to temporarily close the island of Boracay for rehabilitation from 26 April to 26 October 2018. AirAsia Boracay flights will be heavily affected by the closure.

During this six-month period, AirAsia will make the following changes to its scheduled Caticlan (MPH) and Kalibo (KLO) flights:

In order not to disrupt our guests’ holiday plans, AirAsia will be mounting additional flights to popular leisure destinations Palawan, Bohol, Cebu, and Davao in the Philippines.

Guests who are affected by the changes and hold flight bookings from 26 April to 26 October 2018 will be notified via email and SMS. AirAsia strongly urges all guests to keep their email address and mobile number (with country code prefix) updated in their AirAsia member profile to ensure we can reach them for timely assistance.

Affected guests will be able to choose one from the following service recovery options:

Change destination: Option to be accommodated on any flights operated by AirAsia Philippines (carrier code Z2) for the same country pair within 30 days of the original travel date at no extra cost, subject to seat availability and government mandated taxes. Fare difference shall apply for international flights operated by other AirAsia Group carriers and changes to travel date beyond 30 calendar days; or

Move flight date: Change to a new travel date on the same route without additional cost, subject to seat availability; or

Credit account: Retain the value of fare in your AirAsia BIG Loyalty account for future travel with AirAsia. The online credit  account is valid for booking within 180 calendar days from the date of issue; or

Full refund: Obtain a full refund to your original payment method for the amount equivalent to your booking.

Guests who wish to opt for move flight date / change destination / credit account are urged to fill in an e-Form available on this page.

1. Click on the Email Us tab on the right panel
2. Select Enquiry/Request under Type of Feedback
3. Select Booking under Sub Category 1
4. Select Boracay Closure for Sub Category 2
5. Type in your option under Subject: “Boracay – Move Flight” OR ”Boracay – Change Destination” OR “Boracay – Credit Account”
6. Complete the remaining form fields and click Submit to proceed
7. For move flight, please provide new flight details (date and time) and passenger name(s)
8. For change of destination, please provide new destination, flight details (date and time) and passenger(s)
9. For credit account, please provide your AirAsia BIG Loyalty member ID

Guests wanting a full refund must fill in an e-Form available on this page.

1. Click on the Email Us tab on the right panel
2. Select Refund under Type of Feedback
3. Select Flight Cancellation under Sub Category 1
4. Type in Subject field: “Boracay – Refund”
5. Complete the remaining form fields and click Submit to proceed

For immediate assistance and additional information, please reach out to us via our contact channels listed on this website.

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