As of 29 June 2018 18:00 HRS LT (GMT+8)

DENPASAR, 29 June 2018 – We would like to inform our guests all AirAsia evening flights scheduled to arrive in and depart from I Gusti Ngurah Rai International Airport (DPS), Denpasar and Juanda International Airport (SUB), Surabaya on 29 June 2018 will not be operating.

This is due to the ash cloud from the Mount Agung eruption in Bali, Indonesia, which is forecasted to remain within the proximity of both airports. Several flights from and to Denpasar and Surabaya will be postponed to tomorrow, 30 June 2018.

Below is the list of affected evening flights:

Affected guests will be notified of their flight status via email and SMS. AirAsia strongly encourages all guests to update their contact details at airasia.com to ensure that they are notified of any updates to their flights.

Guests whose flights were cancelled are entitled to choose one of the following service recovery options being offered:

1. Move flight: Change to a new travel date on the same route within 14 calendar days from original flight time without additional cost, subject to seat availability; OR
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 valid for booking within 90 calendar days from the date of issue; OR
3. Full refund: Obtain a full refund in the amount equivalent to your fare.

Guests who wish to opt for move flight date/ credit account are urged to fill in an e-Form available on support.airasia.com:

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 “Mount Agung” for Sub Category 2
5. Type in your option under Subject: “Mount Agung - Move Flight” OR  “Mount Agung - Credit Account”
6. Complete the remaining form fields and click “Submit” to proceed

• For move flight, please provide new flight details (date and time) and passenger name(s)
• For credit account, please provide your AirAsia BIG Loyalty member ID

Guests who wish to request for full refund, please fill in an e-Form available on support.airasia.com:

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: “Mount Agung - Refund”
5. Complete the remaining form fields and click “Submit” to proceed

Guests are advised to check airasia.com and AirAsia’s social media channels for further updates. We also encourage guests to check their flight status through “My Bookings” feature on the website.

For guests requiring further information and assistance, please contact our Customer Happiness team at support.airasia.com.

AirAsia is working closely with the relevant authorities and will continue to provide updates on the latest developments.