For the latest updates and changes, please kindly review the information posted on the official AirAsia’s Customer Support page.
Q. When do I need to check-in for my flight?
AirAsia’s check-in counters are open three (3) hours and close sixty (60) minutes prior to the scheduled flight departure time. Please produce the booking number/printed itinerary upon check-in together with your identification card or passport. Failure to present yourself at the counter before counter closure will result in denial for check-in.
AirAsia’s check-in counters open three (3) hours and closes sixty (60) minutes prior to the scheduled flight departure time.
Check-in deadlines may vary at different airports and for particular flights. It is your responsibility to ensure that you comply with these deadlines, particulars of which are available at the time you make your booking.
To check-in from the web, logon to Self Check-In and opt for Web or Kiosk Check-In.
Q. When can I check-in for an AirAsia X flight?
AirAsia’s check-in counters open three (3) hours before and close sixty (60) minutes before the scheduled flight departure time. Check-in deadlines may vary at different airports and for particular flights. It is your responsibility to ensure that you comply with these deadlines, particulars of which are available at the time you make your booking.
Q. What is Self Check-In?
Check-in from almost anywhere with AirAsia’s Self Check-In services which are available online, at the airport and from your mobile. You can opt to Web Check-In, Mobile Check-In or Kiosk Check-In. For more details on Self Check-In, please click Self Check-In.
Q. Can I check-in from my mobile?
You can use AirAsia’s Mobile Check-In services to check-in from four (4) to fourty-eight (48) hours prior to the scheduled departure time. Check out Self Check-In on AirAsia’s website for more details on how to check-in with WAP or SMS.
Q. Can I check-in valuable or fragile goods?
AirAsia strongly advises that such items are not checked-in.
If valuable or precious items are checked-in as baggage, guests are doing so at your own risk. Such items may include money, jewellery, precious metals, silverware, electronic devices, computers, cameras, video equipment, negotiable papers, securities or other valuables, passports and important documents such as title deeds, artifacts, manuscripts and the likes.
Q. Can I check-in from the Web or Kiosk?
You may check-in from the Web or Kiosk from four (4) to fourty-eight (48) hours before the scheduled flight departure time. For more details, logon to Self Check-In.
Pick a seat FAQs
Q. How will a change in the aircraft configuration affect my Pick A Seat?
Should there be a reconfiguration of the aircraft, seats will be re-assigned according to those which you have pre-booked.
Q. Can I change my seat after I have made the selection?
Yes, you may change your seat provided it is within the same category and subject to availability.
Q. What is Pick A Seat?
Pick A Seat is AirAsia’s seat assignment service. Seats can be pre-booked online, at all Sale Offices/Counters, via the Call Centre and during Web Check-in.
For more details on Pick A Seat, read more on Pick A Seat.
Q. How can I Pick A Seat if I purchased my flight 1 hour before the scheduled time of departure?
Subject to availability, you may purchase Pick A Seat at the time of booking or a seat will be allocated upon check-in.
Q. Can I pre-book a seat through Pick A Seat during Self Check-In?
Pick A Seat can only be pre-booked during Web Check-In. This facility is currently not available when using AirAsia’s Kiosk Check-In service.
Q. Can I choose my seat?
Yes, you may choose to assign your seats in advance. Choose from Standard, Hot Seats or Premium with AirAsia’s Pick A Seat service. For more information on the please logon to AirAsia’s Pick A Seat page.
Q. Do you have business class?
AirAsia’s Premium Seats provide business class comfort at a fraction of the price. AirAsia’s Premium Seats are available on long-haul flights while Economy Seats are available on all flights.
Q. Can I purchase a Hot seat / Standard seat after I have completed my booking?
Yes. The Hot Seat / Standard Seat can be purchased up to 24 hours before the scheduled flight departure time via AirAsia’s Sales Office, Airport Sales Counter or AirAsia’s Call Center.
Q. Who can occupy the emergency seat?
As an emergency precaution, only able bodied guests between the ages of 16 to 65, who are neither hearing impaired nor travelling with infants can occupy the emergency seat.
Q. How will a merged flight affect guests holding the same seat number?
In the event of merged flight, the Pick A Seat fee will be fully refunded to the guest whose flight has been cancelled.
Q. What is the difference between a Hot Seat and a Standard Seat?
Guests who purchase a Hot Seat will have the choice of selecting seats from the first 5 rows of the aircraft or 2 rows at the emergency exit. Standard seats allow guests to keep their travel party together.
Q. Is there a special rate offered to senior citizens and children?
There are no special rates for senior citizens and children. Senior citizens will be allowed to board after those holding a Hot Seat. Children travelling with adults will board according to their seat row numbers.
Checked baggage FAQs
Q. Can I combine my checked baggage with my travelling companion(s)?
Yes, provided you are travelling in the same PNR/booking number and present yourselves together at the check-in counter.
Q. Is there a checked baggage allowance for infants?
There is no longer any checked baggage allowance, checked baggage weight will have to be pre-booked or will be charge the airport rate upon check-in.
For infants AirAsia allow baby buggies / strollers / prams to be carried free of charge.
Q. What items will be carried free of charge as checked baggage?
AirAsia offers the following items as checked baggage free of charge: Baby buggies/pram, manual wheelchairs, mobility devices and walking frames.
Q. Can I change my pre-booked Baggage Supersize Fee?
Yes, you may upgrade the weight of Baggage Supersize not less than 24 hours prior to departure at AirAsia’s call centre/sales office/airport sales counter.
The maximum pre-booked weight is 30kg. However, the Baggage Supersize Fee is non-refundable should a guest decide to downgrade the checked baggage weight.
Q. Am I allowed to carry my musical instruments (e.g. violin) onboard?
Yes, provided that it is within AirAsia’s hand carry baggage weight and dimension. For details on the acceptable baggage weight and dimension, please see point 8.6 of AirAsia’s Terms and Conditions of Carriage.
AirAsia’s Terms and Condition of Carriage: Point 8.6
Unchecked Baggage: Passengers (except infants) are allowed two (2) items of baggage to be carried on board. The items of baggage may be a combination of any two of the following: cabin bag or a laptop bag or a handbag.
The cabin bag shall not exceed the dimensions of 56cm X 36cm X 23cm and must not weigh more than 7kg. Such baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin.
Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted on board. Subject to the prevalent applicable local laws and regulations passengers may take liquids on board in their hand luggage provided they meet the following restrictions:
- The liquid is in a container with a maximum volume of 100ml
- That all liquid containers meeting the maximum volume of 100ml each can be fitted comfortably into a transparent, re-sealable 1 litre plastic bag
The plastic bag should be presented separately at security. You may be required to dispose of liquids which do not meet the above requirements. More on AirAsia Baggage Information.
Q. Is my pre-booked Baggage Supersize allowance transferable to another guest?
No, it is not transferable.
Q. If I make a name change, how will it affect my pre-booked Baggage Supersize fee?
The pre-booked Baggage Supersize fee will be reassigned to the new guest.
Q. What items are considered unacceptable as hand carry baggage and checked baggage?
All guests are required to abide by the Dangerous Goods regulations of the the International Civil Aviation Organization (ICAO) and the International Air Transport Association (IATA) and AirAsia’s Terms & Conditions of Contract.
In line with industry practice, items such as antique firearms, swords, knives and/or similar items are not allowed as hand carry luggage. Failing which, the items will be confiscated by the Airport Authorities.
Q. What is the allowable dimension for hand carry baggage?
Your hand carry baggage should be the 56 x 36 x 23 cm in dimension and should weigh less than 7 kg. It should fit under the seat in front of you or in the enclosed storage compartment. More on AirAsia Baggage Information.
Q. Will fresh or frozen goods be accepted onboard?
Fresh or frozen seafood may be accepted as hand carry baggage, subject to the destination’s Quarantine regulations, provided that such items are properly packed to AirAsia’s satisfaction and meets the cabin baggage weight and dimensions.
Acceptance of such items is at AirAsia’s discretion and AirAsia reserves the right to refuse carriage. Please note that Australian law prohibits carriage of any food items into Australia.
Q. What can I check-in as Sports Equipment?
Golf, scuba diving, surf boards and bicycles are accepted as Sports Equipment subject to the Sports Equipment Fee.
Sporting equipment such as large fishing rods, fencing equipment, surfboarding/windsurfing equipment, snow/water skiing equipment, hang gliders, parachutes are inherently unsuitable for carriage by airlines.
Q. If I exceed my pre-booked checked baggage weight, will I be charged?
The excess weight is subject to the excess baggage fee at the applicable rate.
Q. Can I bring flowers onboard?
Only hand held bouquets are allowed onboard as part of your hand baggage.
Q. What is the maximum amount of checked baggage allowance that I can pre-book online?
You can pre-book up to 30 kg subject to the Baggage Supersize fee.
Q. Is fresh produce or frozen seafood accepted onboard?
AirAsia (AK, FD and QZ Flights)
Frozen seafood and fresh produce cannot be accepted as checked baggage, however, guest are allowed to carry it onboard as hand carry baggage, provided it is properly packed at source and within the cabin baggage weight and size limitation – if dry ice is used to carry these items (in cabin baggage), then a maximum of 2 kg of dry ice per guest is permissible in the cabin.
AirAsia X (D7 Flights)
Frozen seafood and fresh produce may be accepted as hand carry baggage, subject to the destination’s Quarantine regulations, provided that such items are properly packed to AirAsia’s satisfaction and meets the cabin baggage weight and size limitations.
Acceptance of such items is at AirAsia’s discretion and AirAsia reserves the right to refuse carriage.
Q. Is scuba diving equipment allowed as checked baggage?
Scuba diving equipment can be checked-in as Sports Equipment but is subject to the Sports Equipment Fee.
Q. Can I bring my pet on AirAsia or AirAsia X flights?
Pets are not allowed on AirAsia and AirAsia X flights.
Q. If I have purchased 25 kg of baggage weight but decide to change to 15 kg, will I receive a refund?
Please note that once baggage weight has been purchased it is non-refundable.
Q. What are the allowable baggage dimensions and weight for hand carry baggage & checked baggage?
The allowable baggage dimensions and weight for hand carry baggage is, one (1) item of baggage within the dimensions of 56cm X 36cm X 23cm and provided that it does not weigh more than 7kg.
Such baggage must fit under the seat in front of you or in the enclosed storage compartment in the cabin.
The allowable luggage dimensions and weight for checked baggage is, combined dimensions of not more that 81cm X 119cm wide X 119cm. For health and safety reasons, any individual item must not exceed 32 kgs. This weight limit does not apply to mobility equipment.
Q. How many pieces of hand carry baggage can I carry on board the flight?
All guests (except infants) are allowed only one (1) piece of hand carry baggage onboard provided that it does not exceed the dimensions of 56cm X 36cm X 23cm and does not weigh more than 7kg.
Such baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin.
Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted onboard. More on AirAsia Baggage Information.
Q. Is there any size and weight restriction for checked baggage?
Yes. For safety and health reasons, AirAsia will not accept items which weight more than 32kg and have a combined dimension of 81cm in height, 119cm in width and 119cm in depth.
The maximum weight stated here does not apply to motorised appliances.
Q. Can guests share baggage allowance if they are in the same itinerary?
Yes, guests within the same booking number may share or pool baggage as long as they have purchased the relevant baggage weight allowance.
Q. Is there a limit to the pieces and weight of checked baggage per guest?
No, there is no limit to the pieces and weight of checked baggage provided the relevant fees and charges are paid.
Q. What is the difference between pre-booked Baggage Supersize and the airport rate upon check-in?
Pre-booked Baggage Supersize Fee gives you a choice to purchase from a minimum of 15kg to a maximum of 30kg on a discounted rate (discounts up to 50%), while the Airport Rate only allows you to pay for up to 15kg and any weight thereafter will be charged as excess baggage at the applicable rate.
Q. If I allow a name change, how will it affect my pre-booked Supersize Fee?
The pre-booked Baggage Supersize Fee will be transferred to the new guest.
Q. What is Baggage Supersize?
Baggage Supersize is AirAsia’s checked baggage service. Guests can choose from three tiers of Baggage Supersize allowance which is Regular, Medium and Large.
To see the details of the weight allowance and fee breakdown, please see the fees and charges page.
Q. For my outbound flight I will be checking-in 15kg and 25kg for the return. How much weight should I pre-book?
Baggage Supersize fee is charged per one way; therefore, you will have to pre-book 15kg for the outbound flight and 25kg for the return flight.
Q. Is there any left luggage service at LCCT?
Left luggage service is provided in the airport. Services are 24 hours and is located near the domestic departure hall. Charges vary according to size, weight and number of days stored.
Q. Do I pay a Baggage Supersize fee for all sporting equipment?
Yes, except for Golf Bags, Diving Equipment, Surf board and Bicycles. These sporting equipments will be charged the Sports Equipment Fee for up to 15kg and every kg thereafter excess baggage will be charged at the applicable rate.
Q. If my checked baggage weighs less than the weight I pre-booked, will I receive a refund on the unused checked baggage fee?
No, unused Baggage Supersize fee is non-refundable and non-transferable.
Q. Can I check-in baggage without pre-booking Bagagge Supersize?
Yes, but you will be charged the airport rate for the weight that you check-in. Please refer to AirAsia’s fee schedule for the applicable airport rate and excess baggage charges. To save on baggage charges, pre-book online and save up to 50%.
Food and Beverages FAQs
Q. Can I purchase meals, beverage and merchandise onboard my flight?
Yes, you can purchase all these items onboard any of AirAsia’s flights. Please note however, that AirAsia’s meals and beverage options may differ on different flights.
To view AirAsia.Cafe menu, please see onboard meals.
Q. Is outside food permitted on the aircraft?
AirAsia does not allow outside food and beverages on the aircraft. However, you can purchase delicous meals onboard from AirAsia’s Hot Meals menu.
Q. Can I change meals that I have pre-booked?
Yes, you may change meals up to 48-hours before your flight. Please note that the difference will not be refunded to you if the meal that you switch to is lower in price.
However, you will have to bear the difference of the price of the meal if you are choosing a meal that costs more.
Q. Are there vegetarian meals?
Vegetarian meals are available on all flights.
Q. Are the meals Halal?
All meals on all flights are Halal unless advised otherwise.
Q. Does AirAsia and AirAsia X serve meals onboard?
Yes, please check AirAsia’s menu online under Hot Meals. You can pre-book your meals online while making a booking and enjoy discounts up to 20%.
Special Assistance FAQs
Q. Who should I contact if I require Special Assistance?
Guests requiring special assistance are requested to contact AirAsia’s Call Centre at least 48 hours before the scheduled flight departure time to make prior arrangement for the type of special assistance required.
If you are unable to give us prior notice, AirAsia cannot guarantee that the service will be available when you arrive, resulting in the refusal of carriage.
AirAsia can provide special assistance to a limited number of guests with disabilities.
Due to health and safety requirements, guests with special needs are required to check-in at the airport counter only. Guests with illnesses or medical conditions are required to produce a medical certificate at check in confirming that they are fit to fly.
For the safety of other guests AirAsia reserves the right to deny boarding guests suffering from infectious, contagious or chronic diseases. Under certain circumstances, due to health and safety regulations, AirAsia may require the guest to travel with a companion.
Q. What is comfort kit?
A comfort kit comprises of a neck pillow, woven blanket, drawstring bag and eye shades.
Q. What should I do if I my baggage is lost?
If you’ve not received your baggage, please contact AirAsia’s Central Baggage Tracing Office. For International flights please call +603-87776641 and +603-87776604 for Domestic flights.
If you’d like to track your baggage, please logon to Manage My Booking on AirAsia’s website with your PIR number.
Q. How would I know if my flight has been retimed/rescheduled?
Logon to Manage My Booking and retrieve your itinerary to see if there are any changed to your flight time and date.
AirAsia encouarges all guests to check your itinerary for updates before your actual flight date.
Q. How do I track my delayed baggage status online?
You may track the status of your delayed baggage online, under the Baggage Tracking Service, accessed via the Manage My Booking section.Your delayed baggage status report will appear on that page.
Q. How can I find out the local time of arrival at the destination I am headed to?
The arrival time shown on your itinerary is that of the local time in the destination you are headed to.
Q. Is smoking allowed on flights?
Smoking is prohibited on all AirAsia and AirAsia X flights.
Q. Are there any additional charges for guests on wheelchairs?
No. A guest who is on a wheelchair may purchase Pick A Seat at the time of booking; otherwise, the guest will be seated upon check-in at an available seat in accordance to AirAsia’s cabin safety standards.
Q. I am pregnant. Can I still fly?
Yes, provided you meet AirAsia carriage policy for pregnant guests:
- (a) Pregnancy up to 27 weeks (inclusive): AirAsia will accept the guest without a doctor’s certificate provided the guest signs a Limited Liability Statement.
- (b) Pregnancy between 28 weeks to 34 weeks (inclusive): guest shall produce a doctor’s certificate confirming the number of weeks of pregnancy, which shall be dated not more than 30 days from either the scheduled outbound or inbound flight departure date (as the case may be). It is highly recommended that the doctor’s certificate includes a statement to the effect that guest is fit to travel. The passenger will also need to sign a Limited Liability Statement.
- (c) Pregnancy 35 weeks and above: AirAsia will refuse carriage
However, to avoid any inconvenience, AirAsia highly recommends you to procure the doctor’s certificate. The contents of the letter should conform to paragraph (b) above.
Q. Is there a minimum time period before a newborn baby and his/her mother are allowed to travel?
Yes there is. For safety reasons, the baby must be at least 9 days old.
However, AirAsia may in its absolute discretion decide to allow carriage if it is expressly sanctioned in writing by a medical practitioner or the relevant authorities subject to the parent signing a Limited Liability Statement.
As for the mother, her carriage is subject to doctor’s certificate of her fitness to fly post pregnancy.
It is the duty of the mother to inform AirAsia of her condition at the point of check-in. AirAsia reserves the right to procure a Limited Liability Statement in this situation before allowing carriage.
Q. Can electronic appliances be used onboard?
For safety reasons, AirAsia may forbid or limit the operation of electronic equipments onboard AirAsia’s aircraft.
Such items include but are not limited to cellular phones, laptop computers, portable recorders, CD players, electronic games or transmitting devices such as radio-controlled toys and walkie talkies.
Please check with AirAsia’s friendly cabin crew if you are unsure about the equipment you have with you.
Hope you can find the answers for your questions.
In the event this FAQ does not answer your enquiry, please check out the AirAsia’s Customer Support page and try to find your answer there.
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