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发表于 14-2-2012 03:43 PM
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Dear Guests,
This is an update regarding the option to transfer to alternative airlines due to the recent AirAsia X suspensions affecting the London (Gatwick), Paris (Orly), Delhi and Bombay routes
AirAsia X Customer Care and Pre-flight teams are currently facilitating the transfer of guests, that are requesting the option to transfer to an alternative airline, in batches, depending on the original booking date(s).
Priority is given to bookings with an earlier travel period.Current processing batch: Original booking for travel period 1st April to 30th April (All affected passengers have been sent an offer for an alternative flight)
Next batch: Original booking for travel period 1st May to 31st May ( Notifications on alternative flights will be sent by 1st March)
We would also like to take this opportunity to briefly explain how the option to transfer to alternative airlines works:
1. As soon as the announcement of flight suspension was made, we have block-booked seats to cater for all of our guests impacted by this suspension.
2. The block booking was done in a single booking under AirAsia X, and not individual guest bookings.
3. We will be sending out individual emails and making calls to all affected guests in the specific batch, offering a specific flight on the alternative airlines at least 2 months before your departure date.
4. We will then gather and compile all the replies from guests on the offer, then forward the list to a special reservation team set up by the alternative airlines.
5. The special reservation team will then create the individual bookings on the alternative airlines, breaking up the single block booking to individual guest bookings. Once done, confirmed itinerary/e-tickets on alternative airlines will be sent to guests by AirAsia X Preflight team 1 month before the original scheduled departure date.
6. If you have accepted the alternative flight offered made, please consider it a confirmed booking, as there are already seats reserved accordingly,
7. We have made best efforts to make bookings with alternative airlines based on the nearest dates/timings of your existing bookings with AirAsia X, and there will be limited scope to change the flight options we offer you.
At the moment, the special reservation team is rushing to sort out all the e-tickets for Mumbai and Delhi Feb and March travel dates, and some early April Europe dates. Everything needs to be done in batches according to flight date and we cannot skip between different dates as it would be more time consuming.
Other than certain dates in April (Easter period) where we are facing capacity constraints on our European routes due to peak travel periods, we are confident that we will be able to procure alternative flights for all affected guests, based on your original travel dates. We have tried to contact all those travelling from 13-16 April to offer flights either on the same day or next available day, and there are still a number of passengers that are uncontactable.
Please be informed that we will also be refunding any baggage fees beyond 20kg pre-booked allowance, as well as sports equipment fee and travel insurance premiums. We seek your patience and understanding while our teams work on transferring you and all other affected guests soonest possible. We are not refunding pre-purchase meals and seat assignments.
For your information, we have so far dealt with 2 weeks of suspended flights into / out of Mumbai, and all our guests were successfully accommodated onto alternative flights, even with e-tickets from these carriers being issued only days before travel date.
Sincerely,
AirAsia X Sdn Bhd |
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