Philippines closes Boracay until October 2018

The Philippines have issued a government order to temporarily close the island of Boracay for rehabilitation from 26th April to 26th October 2018. This means the suspension of flights to a number of airports close to Boracay. 

Boracay Flights – Disruption details

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

Suspended flights

Flights with no changes

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

All ticket holders with flight bookings from 26th April to 26th October 2018 will be notified via email and SMS. AirAsia has advised ticket holders to keep their email address and mobile number (including country code prefix) updated in their AirAsia member profile.

Available recovery options

Affected ticket holders can choose one from the following service recovery options:

a. Change destination:

• Option to be accommodated on any any flights 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.

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

c. 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;

d. Full refund:

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

Moving flight date / change destination / credit account

Requests to perform any of these options should complete 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. Choose 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:
   a. To move a flight, please provide new flight details (date and time) and passenger name(s)
   b. For change of destination, please provide new destination, flight details (date and time) and passenger(s)
   c. To credit your account, you must provide your AirAsia BIG Loyalty member ID

Claiming a refund

Claims for a full refund must complete 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: “Boracay – Refund”
5. Complete the remaining form fields and click Submit to proceed

Immediate assistance and additional information is available via the contact channels listed on the support page.