Domestic 03-7724 3023, International +60 3-7724 3023, support hour 24/7
Coronavirus Disease (COVID-19)
The entire travel industry is experiencing an unprecedented increase in service requests from customers due to the overwhelming impact of the novel coronavirus (COVID-19). We're really sorry for such long wait times due to the increase in call volumes. Every AirAsiaGo team member who can help is working to add more capacity, self-service options, and collaborating with many thousands of our global travel partners. Most importantly, we are focused on customers with travel in the next 72 hours. If your travel is not immediate, please review the following information, which includes new online tools to help you change or cancel travel plans electronically yourself.
If your hotel offers free cancellation, sign in and cancel. Otherwise,follow the instructions below:
If your hotel stay begins within the next 24 hours, speak to an agent using the Contact Us button at the top of the page. Please note that there are currently extremely high hold times. Please do not call if you are not arriving in the next 24 hours so that we can better support travelers with more imminent needs.
If your hotel stay begins more than 24 hours from now, you can cancel your upcoming hotel stay at no penalty. You will be eligible for a full refund or, in some cases, a voucher allowing you to rebook the original property at later dates.
If you wish to cancel, please locate your itinerary number from your confirmation email or your Itinerary page, and then use one of the automated solutions below:
Please wait and check back closer to your date of departure for the latest policies. If you do want to cancel today, you can do so from the Itineraries page, but please be aware that all normal cancel penalties will apply.
Universal Studios Resort Orlando
Disneyland Resort Paris
How do I change or cancel a hotel reservation?
Some hotel bookings allow you to make changes to your reservation online in your itinerary. If you select Change Reservation on your itinerary and are redirected to this article, online changes are not available, and you will need to cancel and rebook your reservation. You can make some changes to your existing hotel room reservation without a charge:
You can also change the following, but a charge may apply:
To make changes to your hotel reservation
To cancel your reservation online:
Refunds are issued within 7-10 days, but your bank or credit card company may not show a credit on your account until the end of the next billing cycle.
How do I know my hotel reservation is confirmed?
We will send you an email confirmation after you've completed your booking. You should receive the confirmation email generally within 15 minutes, although it may take up to several hours for it to arrive.
You can verify your reservations online through My Itineraries (linked at the top of every page), and send yourself a copy by clicking on "Email itinerary" in the left-hand column. You should check the spam or junk mail folder in your email to make sure your confirmation email was not blocked. You may need to add AirAsiaGo to your "allowed" senders list to receive confirmation emails and information regarding future bookings.
If I need to cancel my hotel reservation, will I receive a refund?
You can cancel your hotel reservation through your itinerary on AirAsiaGo. Before you make any changes or cancellations, please check the rules and restrictions associated with the hotel and room type booked to determine whether you can receive a refund. The rules and restrictions are located at the bottom of your itinerary.
AirAsiaGo does not charge fees for changes or cancellations; however, when the hotel charges such fees in accordance with its own policies, the cost will be passed on to you. Please note that some room types are fully non-refundable from the time they are booked. Additionally, hotels will generally charge a fee if cancellation occurs within 48 to 24 hours of the scheduled arrival. Rules vary by hotel and room type, so it is important to check the rules associated with your booking.
If you have booked a refundable hotel room, we will process your refund on the day of your cancellation. Most credit card companies will post the refund to your account within one to two weeks and to your statement within one to two billing cycles. If you do not see the proper amount on your credit card statement after two billing cycles, please call our customer care hotline.