Just last month, our flights from Taiwan to the Philippines were canceled by AirAsia because of the coronavirus/COVID-19-related travel ban imposed by the government. We were given options and we chose a full refund.

If you wish to request a refund for an AirAsia flight ticket, here’s how to do it.

Who can get a refund?

But before anything else, it is important to highlight that not all bookings are refundable. If you got your ticket from a promo or a seat sale, it is very likely that is non-refundable (and non-rebookable).

However, there are instances when you will be able to get a refund. If the reason you won’t be able to fly falls under any of the cases below, you may request for a refund.

  1. Flight cancellation, when AirAsia cancels your flight
  2. Flight rescheduling, when AirAsia moves your flight with at least a 3-hour difference
  3. Double payment, when you are charged twice for the same booking (with the same booking number)
  4. Duplicate booking, when you booked twice the same flight (with the same flight number, guests, and travel dates)
  5. Medical cases, wherein you are unfit to travel due to serious injury, serious illness, or pregnancy of more than 35 weeks.
  6. Death of a guest or immediate family member of the guest.

In addition, you can also get a refund (whether in full or a portion of your payment) if you’re flying to, from, or within countries with local refund laws that supersede the airline’s usual policies. Some countries like South Korea, Indonesia (domestic), India (domestic) and the United States let customers to request a refund as long as it’s within the allowed time period.

In this post, we’ll focus on the first four items above (1-4) because these are what we have personally experienced before.

How to request a refund online

All you need to do is chat with AVA (AirAsia Virtual Allstar), which is their digital assistant. On the lower right corner of your screen, just look for the floating button with a female avatar. On desktop, you can see AVA right away. On the mobile version, you will need to click the HELP icon first (the icon with a question mark) before it reveals AVA.

  1. Visit www.airasia.com.
  2. Tap on the floating AVA button on the lower right corner of your screen.
  3. A chat box will appear. AVA will greet you and present a menu. Ignore it. Instead, type REFUND.
  4. On the next menu, choose AIRASIA NEW REFUND REQUEST. A new menu will appear.
  6. Read the reminders that AVA will share. You’ll be asked if you would like to proceed. Choose YES if everything looks good for you.
  7. Enter the booking code. It’s the code with 6 letters. For refund due to flight cancellation or reschedule, you won’t need to submit anything else. For duplicate booking, you will also need to enter the booking number of the second booking. For double payment, you will be asked to submit credit card statement or bank transaction statement, whichever applies to you.
  8. Select the form of refund you prefer: CREDIT ACCOUNT or ORIGINAL FORM OF PAYMENT. I always choose the original form of payment.
  9. Follow AVA’s next instructions. You may be asked your contact information and other details.

The fare, surcharges, taxes, and terminal fees will be refunded to you.

Update: Refunds take a lot longer these past several months. Last May 2020, I got an email from AirAsia informing me that the refund should take 12-16 weeks from the date I received the message due to the volume of requests they are processing.

How to refund airport tax or terminal fee

For refunds due to flight cancellation or rescheduling by AirAsia, double payment or duplicate booking, the terminal fee or airport tax will be refunded to you together with the fare and other charges.

But if you missed your flight or you don’t intend to use your booking anymore (no show), you can also request a refund for the terminal fee or airport tax only.

With AirAsia, airport tax refund can only be filed within 6 months after the supposed departure date or one year from the booking date. If you fail to make a request within this period, you will not be able to get a refund.

We have a separate post for it here: HOW TO GET A TERMINAL FEE REFUND

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Yoshke Dimen
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Hi! my roundtrip flight was rescheduled, pwede kayang i- refund yung isang flight lang? thanks in adv.!

Saturnino A. Digal, Jr

Hi, my flight is on march 23 etd 00:30 mnl -dvo. . Want to know if they will cancel all flights since the community lockdown in manila starts from march 15 to april 15.. Is there any chances to rebook since i avail a promo ticket? I need to know ASAP. Will appreciate your reply. Tnx.


You rebook your flight wihout additional charges. My flight was cancel also.

Pankaj shaw

My flight is automatically cancelled by air asia. I request you to return money.i am waiting still last one week three days it’s not respond .

Crizalda anog

Hi, i already requested the full refund last month. how many days before i get the refund? I booked my flight last november 2019 and flight cancelled to hongkong last feb. 2020


Hi! How long before you will get the full refund? I have been checking my case and the status is just IN PROGRESS. I submitted my request last March 3,2020. Thanks!


Very helpful. Thanks!


Horrible. Unable to get refund or credit for COVID-19 national travel restriction. Wastes time in providing details to end up with a generic “Bummer! Your session has expired, please type in “Main Menu” to try again” message. Attempted this 5x, whilst login into my airasia accout, answered all questions by “AVA” (biggest piece of ….) within 2mins and still get this Bummer message. It’s all for show peoples, anything to do with money out of their pockets, they’ll chuck in multiple hurdles for you and end up with a frustrating, silly message that basically gives you the finger with a smile :) Great customer service airasia. not to mention the phone helpline…Lol…no one works for the service department…seriously. I shall end my rant here.. really disappointed and felt cheated.



Joel Boaquiña

hello our trip to cagayan de oro was cancelled due to community quarantine or locksown,how could we move the date for a new schedule

Rose Marie Delda

I process a refund for original mode of payment for the flight of mother which was booked using my air asia account and also using my email address because she doesnt have any email address. To make it sure i put my self as emergency contact person. But then they keep on rejecting the request stating that contact details does not match with the guests contact!!
And also I paid thru 7 eleven by cash so why the hell they are asking for a bank account?? Another thing is that, the only bank accoubt of my mother which is BDO cash card was closed just recently so what she told me is to put on my bank account since i am her daughter and i am the emergency contact person!!

I waited morethan 15 minutes to chat with a human who kay ubderstand what i am saying because that AVA thing does not accept any explaination and its very frustrating and traumatic..

I must say AIR ASIA is the worst airline!! I will never book any flight with them anymore. My account with them is just useless!!

I tried to contact them with their available email addressess but none of them were able to sent since it says email address not found!!

Janette Ibalan

This is too stressful. Times like this, i wish i had booked through Cebpac instead. Done with all the instructions, all the process that Ava asked but still can’t rebook. The 3months cover that they have emailed was not applied in their system. Also, if you wish to go to live chat, you’ll be waiting forever. I just tried 4hrs yesterday. Even left my celfone overnight with that live chat. So frustrating. Pls help kabayan, baka you have contact.


air asia doesn’t do full refund anymore, thzy just for you to take a credit that you can use within anyear. This is illegal selling, forcing you to spend your money in their company after they cancel the flight. Don’t use airasia ever, they are stealers!!!

Franco rullo

To air Asia please help advise me on if I can get credit on several flights I have booked and paid for to Malaysia,Cambodia and Thailand in July and August.as the Australian government is restricting all flights out of Australia I defiantly I can not fly
So can I put all my flights on hold for credit .adise on procedure to do this appreciated.


what if I paid thru Cebuana Lhuiller. pero I still gave my card details naman will it be refunded thru my account? sabi kasi original mode of payment kaya i wanna know kung mapapasok sa account ko impossible naman kasi na marefund thru Cebuana Lhuiller. it is still on process sa my cases ko. finile ko siya nung March 19,2020. until know processing pa din.

chen suson

ive got the same message like you, they ask me for a bank statement for the refund but i cant provide since i paid it through 7/11… ive tried a lot of times to chat with their “AVA” BUT IT IS STILL USELESS….not i dont know how am i going to get my refund.

air asia is the cheapest airline but the hardest to refund the booking….

Cecilia Verdad

Anong no. Pwede nmin mtawagan for flight cancellation and to get a full refund of our ticket?

Manas Sinha

My flight has cancelled during COVID-19 lockdown period, details is CCU to GAU dated on 5th April,
No refund money to ixigo till now. I am waiting for my return payment.


my case is in progress since March 1st:
“The refund payment will be credited to the original payment method.
Credit card
Under investigation“
I don’t know how long to wait


Omg same here and then they closed mine! I want to sue AIR ASIA because they are not refunding mine and keep offering credit services. I DONT WANT THAT. I DONT WANT TO FLY WITH THEM EVER AGAIN. I WANT MY MONEY BACK


Sobrang hassle ang refund process ng Air Asia. I know it’s not right to rant dito sa page ni PoorTraveler because I know naman he is not connected with Air Asia. Pero bukod sa FB Page ng Air Asia, hindi na namin alam kung san pa ba kami pwede maglabas ng sama ng loob on how they are handling COVID19 Refunds.

1. Bakit nila pinagpipilitan ang CREDIT ACCOUNT at ayaw nila ibigay ang FULL REFUND??

2. Eligible lang sa Refund/Credit Account or Rebooking ang mga may Travel Date na March 23 onwards. Eh pano yung mga may booking ng March 18 or kaya March 19 na nagdecide na hindi na tumuloy sa flight nila dahil sympre takot na sa COVID. So, nganga na lang? Thank you na lang? No refund whatsoever?? Unlike other airlines, even mga big international airlines. Halos lahat ng flight starting March ay eligible for refund. Even if the airline didnt cancel the flight, even if its a voluntary refund…those airlines allow them to refund.

3. It’s taking them too long to process refund. Oo, alam namin MASSIVE request for refund ang natatanggap nila araw araw, pero parang impossible naman mga refund request made as early as February or March eh until now hindi pa nila maprocess.

Alycea Ohl

I am livid!!!! I can’t get a refund either!! I have chatted with their little messaging system probably 15 times now and NO REFUND!!! Horrible!!!!!! Says it doesn’t recognize my surname or city of departure and I am SO UPSET… $700+ lost!

Glecy del Gallego

yes i agree ms. maika …. its very disappointing about air asia . Very bad service. they dont intend to refund thats why its hard to contact them . And i must say talking to that AVA is absolutely useless .
Ayaw lang nila mag refund and its the WORST airline. Never again would you like to purchase such form this awful airline.

Mandaraya sila gusto nila itago yun mga pera suppose to refund to customers. Marami sila arte at wala silang contact number not like cebu pac and PAL . Bulok na airline yan.

glecy del gallego

yes maika…….. walng kwenta yan airline na yan. Dont even dare to purchase from them again .
They will not refund the money . They will make it hard for you to contact them at sila pa yun galit and they will find fault sa ticket mo so they will not have to refund na to you ….. yikes service is sooooo bad .
walang kwenta!!! Papahirapan nya tayo for the refund no matter what . I totally agree with you.


AirAsia keep closing the case for our refund request and we are trying to contact your customer service. Your system sucks just return our money.


It does not take days or weeks to receive the refund lol. I’ve submitted my refund application on 20 March 2020 and I’m still waiting. You clearly have not gone through this process yourself. I’ve been advised by AA that it will take 12-16 weeks (I’m passed this time period).

Yen Andres

Hi, did you already received your refund? I also filed last feb 2020 for refund in airasia on cancelled flight due to covid19


hello.. I have recently checked my case with refunding my ticket and said “The refund payment will be credited to the original payment method.” what does it mean?