MAS, AirAsia to compensate passengers affected by Bali volcano

KUALA LUMPUR: Malaysia Airlines (MAS) has cancelled all flights between Kuala Lumpur and Bali today following an eruption an eruption at Mount Agung in Bali, Indonesia.

In a statement today, MAS said affected passengers can choose from three compensation offers.

“Affected passengers can obtain a full refund on all refundable or non-refundable tickets for passengers ticked on or before Nov 27 to 29 for travel to or from Denpasar in Bali between Nov 29 and Dec 11.

“Tickets must be submitted for refund latest by Dec 11,” it said.

MAS said passengers ticketed within the same period can also apply for a flight, subject to availability, to Jakarta, Surabaya or any Asean destination.

MAS said passengers affected during this period — Nov 27 to Dec 11 — are allowed to defer their travels but must complete their travels by Feb 28 next year.

“No refund is permitted for any residual value if any.”

MAS said affected passengers can also defer their travel to Bali until Feb 28 2018.

“Malaysia Airlines has also opened a dedicated counter at the Kuala Lumpur International Airport at A19 to assist affected passengers.

“The airline will continue to monitor the situation and resume flights into and out of Denpasar as soon as confirmation of improved weather conditions is received.”

Passengers can call MAS’ hotline at 1-300-88-3000 (Malaysia), +603-7843-3000 (outside Malaysia) or +62855-7467-0390 (Indonesia) for more information.

The airline’s flights to Denpasar have been cancelled since Sunday.

Meanwhile, all AirAsia and AirAsia X flights to and from Ngurah Rai International Airport in Bali will be cancelled until further notice.

In a statement, AirAsia said this is due to airport’s closure today and tomorrow following the intense volcanic activity on Mount Agung.

AirAsia also said passengers whose flights were cancelled are entitled to choose one of several service recovery options.

“Passengers can change to a new travel time on the same route within 30 calendar days from original flight time without additional cost and subject to seat availability or they can retain the value of your fare in a credit account for your future travel with AirAsia.

“The online Credit Account needs to be redeemed within 90 calendar days from the date of issuance.

“Guests are advised to check www.airasia.com and AirAsia’s social media pages for further announcements.”

AirAsia said two other flights are affected by these cancellations, namely Flight QZ 510 (from Kuala Lumpur to Kolkata) and Flight QZ 511 (from Kolkata to Kuala Lumpur).

“AirAsia Flight AK 308 from Kuala Lumpur to Lombok at 08:35 HRS LT (GMT +8) has resumed normal operations.

“However, evening flights to and from Lombok (flight AK306 & AK307) remain cancelled.

“Further information on incoming and outgoing flights to Lombok will be released once available,” the statement said.

Affected guests, it said, would be notified of their flight status via email and SMS.

“AirAsia strongly encourages all guests to update their contact details at airasia.com to ensure that they are notified of any updates to their flights,” it said.

AirAsia also said it will continue monitoring the situation closely and keep its passengers informed of any developments.

Passengers can contact AirAsia’s customer support team at https://support.airasia.com.


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