THE EMPTY WALL NEWS: 2022

Thursday 17 March 2022

Counter Check-In Service

Dear Guest

Thank you for choosing AirAsia!

In the highest interest of safety and well-being of all our passengers and employees, AirAsia has, since October 2021, made it mandatory for all passengers to check-in via the airasia Super App. This is an integral part of our effort to further strengthen our Covid-19 mitigation plan through contactless operations.

Since then, and thanks to your support and cooperation, as many as 95% of our passengers in Malaysia are already utilising our contactless self-check-in facilities, either via the airasia Super App or website.

If you are still checking-in via the website, we strongly encourage you to migrate and upgrade to the airasia Super App. Our intention is to have everyone migrate to the airasia Super App as it not only provides an extensive range of services for you to enjoy but also enhanced digital contactless services all under one app, so we all can do our part in mitigating the risk of Covid-19 infection.

Usage of the airasia Super App is free of charge and it can be downloaded from the Apple App Store, Google Play Store or Huawei AppGallery at no cost.

In this regard, please be advised that from 1 April 2022, you will not be able to utilise counter service for check-in at all airports in Malaysia if you did not perform prior self-check-in via the airasia Super App.

Only exempted passengers in the following categories will be accepted for counter check-in:

Senior citizens aged 70 and above
Bookings made under Malaysian Armed Forces and Government warrants
Passengers on charter flights
Passengers who have self checked-in but need to reprint boarding passes
Passengers with reduced mobility holding a valid Persons with Disability (OKU) card
Group bookings of 10 passengers and more
Young Passengers travelling alone (aged 12-16)
Passengers affected by last minute schedule changes and flight cancellations
Passengers who perform seat upgrade and/or add-on purchases at the check-in counter
Passengers who purchase last minute tickets beyond the check-in cutoff time
Passengers affected by system outage* of the super app, website or kiosk
Passengers who were not assigned a seat during self check-in
Passengers required by Airlines to verify travel documents at the counter
Corporate Full Flex and Premium Flex guests

The counter check-in service will strictly be for the exempted groups of passengers only. Passengers who do not belong to any of the above groups would not be able to use the counter service, even for a payment.

With this, the existing counter check-in fee will be removed and no longer be applicable in Malaysia effective 1 April 2022.

For the full list of exempted categories of passengers eligible for counter check-in service and further information on contactless self-check-in via the airasia Super App, please visit our Support Page.

Thank you again for choosing AirAsia. We look forward to seeing you onboard.

With warmest regards

AirAsia

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2022 AirAsia Group Berhad

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Monday 14 February 2022

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