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How to Request for Refunds on AirAsia (Including Different Types of Refund)

By Two Monkeys Travel - Contributor March 17th, 2020 Posted in Guide for Filipinos, Travel Blog, Travel Guides 12 Comments

In case you’re wondering how to get refunds on Airasia, then we’re here to answer your questions and concerns. Fortunately, it is not to difficult to file a refund request to Airasia. However, the main problem right now is the number of people asking for refunds.

No worries as you can totally request for refunds or change your flight for as long as you follow some guidelines imposed by Airasia. 

How to Request for Refunds on AirAsia (Including Types of Refund)
Sangga Rima Roman Selia

In this article, we’ll discuss both the process of getting refunds on AirAsia. But before you request a refund, you must know the type of refund you’re applying for and the documents required.

How to Request for Refunds on AirAsia (Including Types of Refund)

Considered “immediate” family by Airasia:

  1. Spouse
  2. Children
  3. Parents
  4. Siblings
  5. Grandparents

Step-by-Step Guide on How to Request for Refunds on Airasia

Step 1: Visit Airasia’s Customer Support Page.

How to Request for Refunds on AirAsia (Including Types of Refund)

Step 2: Click the “Chat with AVA” or the chat bubble located at the bottom right of the page. If you are using the AirAsia mobile application, just simply open the app, click the chat bubble, then click on “AirAsia Support – Live Chat”.

How to Request for Refunds on AirAsia (Including Types of Refund)

Step 3: When the AVA pop out, click on “Refund”.

How to Request for Refunds on AirAsia (Including Types of Refund)

Step 4: Select “New Refund Request”.

How to Request for Refunds on AirAsia (Including Types of Refund)

Step 5: Choose your Refund Type. E.g: “Airport Tax Refund”

How to Request for Refunds on AirAsia (Including Types of Refund)

Step 6: Proceed to the next steps as instructed by AVA.

If you booked a flight through a travel agent, you must contact them as they will be the ones who will facilitate your request. 

Please also remember that due to the high number of refund requests currently being processed in AirAsia, your refunds will take up to 30 days to appear in your account.

Recent Refund Condition Changes Due to COVID-19

How to Change Flights or Get Refunds on Cebu Pacific

Remember that you are eligible to request for refunds if you have a flight booking from/to or within the Philippines that was made before 12th March 2020 and for travel before 14th April 2020. 

It is also applicable if your Z2 domestic flight from/to Manila is canceled because it got affected by the travel restrictions that were imposed by the Philippine government.

Step-by-Step Guide on How to Apply for Refund During the COVID-19 Outbreak

Step 1: On Airasia’s Customer Support Page, click the “Chat with AVA”.

How to Request for Refunds on AirAsia (Including Types of Refund)


Step 2: Select “COVID-19”.

How to Request for Refunds on AirAsia (Including Types of Refund)

Step 3: Select “AirAsia Philippines”.

How to Request for Refunds on AirAsia (Including Types of Refund)

Step 4: Choose either “Credit Account” or “Move Flight” or “Full Refund” if your flight got canceled. 

How to Request for Refunds on AirAsia (Including Types of Refund)

Step 5: Proceed to the next steps as instructed by AVA.

Other than requesting a refund, guests can also choose other options:

  1. Move Flight – You can change and move your travel date but on the same route. It must also be within 90 calendar days from your original flight date. *No additional costs required, and it is subject to seat availability. 
  2. Credit Account – You can save the value of your fare in your AirAsia BIG Loyalty account for your future travel with AirAsia. 
How to Request for Refunds on AirAsia (Including Types of Refund)
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AirAsia Contact Details

In case you want to deliver your concern directly to AirAsia, you can contact AirAsia’s Philippines’ Emergency Hotlines.

(02)8722-2742 – This number is available 24/7.

(02)8672-7828 – (enter 0 after the prompt. Please be reminded that this hotline is only available until Friday, March 20. Guests will be assisted by Live Call Agents from 8 AM – 5 PM only).

For AirAsia’s recent update about the COVID-19, check it here.

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About the Writer

Fatima Turla2Hi there! I’m Fatima. My first major travel was in 2016 in the beautiful city of Cebu. After that, I got interested in traveling. Now I enjoy learning languages and other country’s cultures. My goal is to visit at least one country each year and to share my experiences with other people through writing or blogging. Witness my journey by following me on Instagram.

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12 thoughts on “How to Request for Refunds on AirAsia (Including Different Types of Refund)

  1. Hello po Air Asia Philippines ask ko lng po kung kelan pa nmin mku2ha ung refund ng ticket nmin january 2022 pa un sana naman paki balik nyo na po ung pera nmin kaylangan po nmin yan ang tagal na po nmin hinihintay yn wala naman po kaung update samin

  2. My flight was cancelled last November 2021. I filed a refund however it’s been 6 months now but I haven’t heard back from them, and my refund wasn’t processed yet. It just shows as ‘in progress’ in my airasia account. I’m so disappointed at how slow their refund process is.

  3. this doesnt work after 2 hours in a queue, you get a rude agent that just lies and says you can only get a voucher or transfer (air asia cancelled my flight for no reason), then lie and say you need to go back through ava to do so. I have so far lodged 10 complaints and got nowhere. I am looking at legal action if anyone want to start a class action

  4. “Hi, few days back I had to travel Hyderabad from banglore. I booked a ticket in AirAsia, the amount of the ticket was deducted from my account, but when I reached the air port and then I came to know it has never reached you. I tried asking ground staffs and there were no response. I haven’t even got my payment yet,This text mail to AirAsia, Before 1mnth .. finally AirAsia staff says Within 7days ur refund back in ur bank account ,No Use, this Reply send in more than 20days ago… no way . shame. Ithink AirAsia provide has learned to learn how to cheat .

  5. Hey i Adrian from Australia
    I am wait for me refund me money back from 2019 2 of August
    Return 15 of August 2019
    Never i was imagined was not Coronavirus in 2019
    And still nothing the worst company me fly confirmed number is B5NM8B
    Adrian Cristian Joita
    From Sydney to Malaysia
    And return
    At list change me date this year I do want travel anywhere I don’t want lose me money
    890$ I pay
    If anyone can contact me on email I can prove with fly itinerary.

    1. they issued me a voucher for my refund from Covid in 2019 but when I try to use voucher they wont let me! No one to talk to $1600 gone! I submit a complaint with DOT. Bad business. wont do business with them again!

  6. Not true. Air Asia will pretend you never filed a case. Then when you file again, they will pretend again. Over and over.

  7. I am the traveling with reference number H23t2g…i am authorized with mu sister to follow up for the refund with this matter under ticket #40663023

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