AirAsia offers several service recovery options for passengers whose flights are affected by the Mount Agung eruption while Malaysia Airlines has arranged for alternative travel arrangements for those stranded in Bali.
In a statement yesterday evening AirAsia said all passengers 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.
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 in a statement yesterday evening.
“Malaysia Airlines will also be mounting rescue flights from Surabaya to Kuala Lumpur,” it said.
Malaysia Airlines said it will continue to monitor the situation and resume flights into and out of Denpasar as soon as it receives confirmation of improved weather conditions.
The Immigration Department through the Consular and Immigration Division of the Malaysian embassy in Jakarta has sent a special team to Surabaya to assist Malaysians stranded in Bali following the Mount Agung eruption on the island resort.
In a statement issued on Tuesday, the department said the special team comprised two officers and two local staff who would manage about 1,400 Malaysians who want to leave Bali through land routes and leave the country through Juanda International Airport in Surabaya.
“The main focus of the team is to provide consular and immigration services. The team will work closely with the Indonesian directorate general of immigration, airline companies and local authorities to ensure a smooth evacuation process,” it said.
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Related report: Nov 27, “Imminent” Large Mt Agung Eruption Risk, Bali Airport Closed