AirAsia will suspend its thrice weekly flights from Kuala Lumpur to Clark in the Philippines effective Oct 31 as part of its route network realignment.
In a statement, the low-cost carrier said guests that are affected by the suspension of this route would be offered options to alleviate any inconvenience that might occur and each affected guest will be notified via their registered member e-mail account on the AirAsia website, as well as, an SMS notification of the route suspension.
AirAsia’s customer service personnel would also notify each affected guest via phone on the options available to them.
The airlines also urged all guests to keep their e-mail addresses and mobile numbers with their country code prefix updated in their AirAsia member profiles to ensure that the airline can reach them to provide assistance due to the suspension of the route.
Affected guests from/to Clark would be able to choose either one-time transfer, at no extra cost and subject to availability, to an earlier flight of the same route or one-time transfer, at no extra cost and subject to availability, to AirAsia Zest flight to/from Manila.
Besides, affected customers could also convert the value of the total fare to an online credit shell with a validity period of 180 days or have a full refund.
Meanwhile, affected Fly-Thru guests from/to Clark would be offered either one-time transfer, at no extra cost and subject to availability, to an earlier flight of the same route or one-time transfer as point to point, at no extra cost and subject to availability, to AirAsia Zest flight to/from Manila.
They can also opt for Fly-Thru fee to be converted as online credit shell value or conversion of the value of the total fare to an online credit shell with a validity period of 180 days.
They can also ask for a full refund, it said.
Guests can also get in touch with AirAsia’s Customer Care Team via social media by simply tweeting to twitter.com/AskAirAsia for further enquiries about this route suspension. – Bernama, October 5, 2013.