Payment and Refund Airlines Refunds Policy

Refunds for Airasia (QZ/I5/PQ/FD/Z2D7/XT/XJ)

Refund Policy for Indonesia AirAsia (QZ)

Guest flying on AirAsia Indonesia (QZ) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to submit the refund request via e-form e-Form AirAsia Website.

The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
After submit your request via AirAsia e-Form, you may send request for refund to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy

Refund Policy for AirAsia (I5/PQ/FD/Z2D7/XT/XJ)

Non - refunable tickets

Refunds for Citilink Indonesia (QG)

Guest flying on Citilink Indonesia (QG) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to request a refund via: 24 Hours Call Center: 0804 1 080808.

The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
After contact the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

Refunds for Batik Air (ID)

Guest flying on Batik Air (ID) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to request a refund via call center:
- (+6280) 4177 8899
- (+6221) 6379 8000
- (+65) 6339 1922 (Singapore)
- (+60) 03-7841 5333 (Malaysia)
The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
Refund Admin Fee:

1. Full Service Flight: 20%
2. Medium Service Flight: 15%
3. No-frills Flight: 10%

After contact the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

Refunds for Garuda Indonesia (GA)

Guest flying on Garuda Indonesia (GA) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to request a refund via Garuda Indonesia 24 Call Center:
- 0 804 1 807 807
- (+6221) 2351 9999

The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
Refund Admin Fee:

1. Full Service Flight: 20%
2. Medium Service Flight: 15%
3. No-frills Flight: 10%

After contact the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

Refunds for Firefly (FY)

Refund Policy for Firefly (FY)

Non-refunable tickets

Refunds for Jetstar

Refund Policy for Jetstar Airways

Non-refunable tickets

Refunds for Kalstar Aviation (KD)

Refund Policy for Kalstar Aviation (KD)

Guest flying on Kalstar Aviation (KD) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to submit the refund request via Kalstar Aviation Call Center : +62 21 2934 3456

The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
After contact the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

Refunds for Lion Air (JT)

Guest flying on Lion Air (JT) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to request a refund via Lion Air Call Center:
- (+6280) 4177 8899
- (+6221) 6379 8000
- (+65) 6339 1922 (Singapore)
- (+60) 03-7841 5333 (Malaysia)
The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
Refund Admin Fee:

1. Full Service Flight: 20%
2. Medium Service Flight: 15%
3. No-frills Flight: 10%

After contact the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

Refunds for Malaysia Airlines (MH)

Refund Policy for Malaysia Airlines (MH)

Refund may apply as follows:

1. Contact Malaysia Airlines Call Center via:

    1.  Within Malaysia: 1 300 88 3000
    2.  Outside Malaysia: +603 7843 3000 (long distance call charges apply)

2. Contact our customer service for your refund request via feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.


Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

Refunds for Malindo Air (OD)

Refund Policy for Malindo Air (OD) *New

Penalties Economy Promo X/V/T  Economy Y/A/G/W/S/B/
H/L/M/N/Q
Business  Promo I Business C/J/D
Cancel/Refund        
Before Departure
fully unutilized ticket)
       
Anytime No permitted.
Ticket forfeited
Permitted at a charge
of MYR150 (Dom) & MYR300 (Intrn'l) per ticket
No permitted.
Ticket forfeited
Permitted at a charge of MYR150 (Dom) & MYR300 (Intrn'l) per ticket
After Departure
(partially unutilized ticket)
       
Anytime No permitted. Ticket forfeited No permitted. Ticket forfeited No permitted.
Ticket forfeited
Permitted at a charge of MYR200 (Dom) & MYR400 (Intrn'l) per ticket
No Show No permitted. Ticket forfeited No permitted. Ticket forfeited No permitted. Ticket forfeited Permitted at a charge of MYR200 (Dom) and MYR400 (Intrn'l) per ticket for refund and/or re-issue
Go Show: Permitted for travel on earlier flights on the same date of departure
Others:
- The most restrictive fare rule applies for the entire journey
- Charge applies to adult and child and infant occupying seat. Penalty does not apply to infant without a seat
- Charge waived for death of passenger or family member. A copy of valid death certificate issued by a competent medical authority is required
- In case of No-Show only one fee is to be charged i.e either the No-Show fee or the reissue fee whichever is higher and not both
- Refund charges are Non-Commissionable
- Refund is not applicable on the remaining flight coupons if the ticket utilised of sequence or if the inbound journey from the point of turnarround has commenced

Follow the steps below for refund request:

1. Contact Malindo Air customer care centre:  
- Malaysia: +603 - 7841 5388, Operating Hours: 7am - 11pm (GMT+8), Monday to Sunday
- Singapore: (+65) 6339 1922, Operating Hours: 7am - 11pm (GMT+8), Monday to Sunday
- Australia: 1300 885 930
- New Zealand: 0800 002 922
- India: (+91) 11 43596437, (+91) 11 43515922, (+91) 11 43515933
2. Contact our customer service for your refund request via feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.


Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

Refunds for Nam Air (IN)

Guest flying on Nam Air (IN) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to request a refund via 24 Hours Nam Air Call Center:
- (+62) 21 292 79 777
- 0804 1 777 777
The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
After contact the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

Refunds for Nok Air (DD)

Refund Policy for Nok Air (DD)

Non-refunable tickets
 

Refunds for Sriwijaya Air (SJ)

Guest flying on Sriwijaya Air (SJ) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to request a refund via 24 Hours Sriwijaya Air Call Center:
- (+62) 21 292 79 777
- 0804 1 777 777
The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
After contact the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.
 

Refunds for Scoot (TZ)

Refund Policy for Scoot (TZ)

Non-refunable tickets

Refunds for Thai Lion Air (SL)

Refund Policy for Thai Lion Air (SL)

The amount to be refunded are subject to the following rules:
- Inside of seventy-two (72) hours (3 days) prior to scheduled flight departure time, Charge 90% of Basic Fare
- Outside of seventy-two (72) hour prior to the scheduled flight departure time, Charge 50% of Basic Fare or THB 1,000 / Passenger / Segment whichever is higher and refund the balance
- No show (Less than 4 hours before departure time), Charge 90% of Basic Fare.
- Airport Tax (TS) is refundable.
- Admin fee (YR) is non-refundable.
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- Passenger can refund within 90 Days from travelling date.
- TRAVEL INSURANCE is non-refundable.
(The promotion fare X, V, T class will not be refunded, except airport tax is refundable)
Fraud Transactions

FRAUD TRANSACTION

Agree for refund
1. Transactions are confirmed fraud
    -  Both coupon in ticket are unused (full refund)
    -  Partially used and booking is still validate (partial refund)
2. Transactions that are confirmed as double payment
3.  Services not rendered, such as:
     -  No confirmation to passenger/ No ticket was issued to passenger
     -  Ticket was processed late
4.  Card unauthorized/dispute, will refund only if confirmed by issuer and card holder

Disagree for refund
1. Ticket is already USED
2. Partially used ticket and return ticket for passenger has already expired/purged
3. Ancillaries (EMD such as travel insurance, meals) are non-refunable for ticket that is already partially used

Follow this steps below for refund request:

1. Contact Thai Lion Air call center listed below:
    1. Thailand: (+66) 2-529-9999, operating hours: 24 hours, Monday - Sunday
    2. Singapore: (+65) 6-589-8300, operating hours: 24 hours, Monday - Sunday
    3. Myanmar: (+95) 9-9 64 6565 77-88-99, (+95) 9-9 64 9595 77-88, operating hours: 09.00AM-06:00PM (GMT +6:30), Monday - Friday, 09.00AM - 01:00PM (GMT +6:30), Saturday

2. After contact and get confirmaton from the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.

 

Refunds for Thai Smile (WE)

Refund Policy for Thai Smile Air (WE)

Non-refunable tickets

Refunds for Tiger Air

Refund Policy for Tiger Air

Non-refunable tickets
 

Refunds for Spring Air (9C)

Refund Policy for Spring Air (9C)

Non-refunable tickets

Refunds for V Air (ZV)

Refund Policy for V Air (ZV)

Non-refunable tickets
 

Refunds for Wings Air (IW)

Guest flying on Wings Air (IW) domestic flights may request for refund up to 4 hours prior to schedule departure time. Guests are required to request a refund via Lion Group Call Center:
- (+6280) 4177 8899
- (+6221) 6379 8000
- (+65) 6339 1922 (Singapore)
- (+60) 03-7841 5333 (Malaysia)
The amount to be refunded are subject to the following rules:
- Refund over 72 hours by the passenger before the scheduled departure time will get a refund 75% of the base fare
- Refund under 72 hours to 48 hours by the passenger before the scheduled departure time will get a refund of 50% of the base fare
- Refund under 48 hours to 24 hours by the passenger before the scheduled departure time get a refund of 40% of the base fare
- Refund under 24 hours to 12 hours by the passenger before the scheduled departure time get a refund of 30% of the basic fare
- Refund under 12 hours up to 4 hours by passengers before the scheduled departure time get a refund of 20% of the base fare
- Refund under 4 hours by passengers before the scheduled departure time get a refund of 10% of the base fare.
- For Force Majeure condition will get a refund of 90% of the base fare
- Airport Taxes by will get a refund 100%
- There is no refund for a fee Add On, IWJR, VAT, Processing Fee
After contact the airlines, continue your refund request to our customer service via our feedback and select "cancellation" by providing your airpaz code and email address. Refunds will be processed within 45 business days of receipt. The refund amount you will receive depends on airlines policy.

Note: Fee and amount refunded may change without prior notice due to change in the airline policy.
 

Can't find what you're searching for?
Contact Us