What is Lowest Price Guaranteed?

• Frequently Asked Questions

  1. How do I know if I’m eligible for a refund?
  If you find a AirAsia flights price that’s lower than your booking on AirAsia MOVE within 24 hours, you’re eligible for a refund on the price difference.

  2. Where will my refunds be credited to?
  Your refund will be credited in a form of a voucher to your AirAsia MOVE account.

  3. How long will it take to process my refund?
  Please allow up to 30 working days for the refund voucher to be processed.

  4. How can I contact customer support?
  You may contact customer support through AskBo on the AirAsia MOVE website or app. Select ‘ Flights’, then ‘ Lowest Fares Guaranteed’ and follow the instructions.

  5. Is it lowest fares or lowest base fares?
  It is a lowest All-in fare for flight ticket only. This excludes any ancillary product charges and processing fee

  6. When is the booking period?
  20th May to 2nd June, 2024

  7. When is the travel period?
  Immediate (20th May, 2024) to 31st March 2025

  8. Is the promotion for all seats?
  The promotion is applicable for selected fare classes of the AirAsia Flights and for selected Asean and domestic routes only.

  9. Where can I get this promotion or discounted fare?
  Only on AirAsia MOVE website (airasia.com) and app

  10. Do I get AirAsia points for my AirAsia flight and hotels booking during this promotion?
  Yes, members will be eligible to earn AirAsia points from the bookings during this promotion. Details refer to https://support.airasia.com/s/article/Rewards-Malaysia-Earn-airasia-points?language=en_GB

  11. Is ancillary add-on (flights added services e.g. seats selection, baggage add-on, meals, insurance) available with the AirAsia flight booking?
  Yes, it is available. In fact, AirAsia MOVE has the most options for AirAsia flights including baggage add-on, seats selection, meals add-on, and travel insurance protection. There are also value packs that combine several ancillaries options for a greater flight experience. Here's a tip - add on during your flight booking and save up to 30% versus over-the-counter or in-flight.

  12. What conditions must be met for a valid Lowest Fares Guarantee claim?
  The alternative fare must be for the same AirAsia flight number, date, and time. It must be bookable and viewable on another website.

• Terms and Conditions

  AirAsia MOVE Exclusive Lowest AirAsia Fares Promotion

  Introduction

  1. These terms and conditions (“Terms and Conditions”) shall govern the Lowest AirAsia Flight Fares Guaranteed on AirAsia MOVE campaign (“Campaign”) that we offer to all AirAsia members (“Members, you, your”) that book AirAsia flights (“Booking”) with the AK, D7, FD, XJ, QZ, Z2, or KT flight code (collectively referred to as “AirAsia Flights”) and from point of sale countries of Malaysia, Thailand, Indonesia, Singapore, Philippines, Vietnam, or Cambodia on the airasia.com website and AirAsia MOVE mobile application (collectively known as the “Platform”), which are owned and operated by us.
  2. These Terms and Conditions shall be the legally binding document between you and Move Travel Sdn Bhd (formerly known as AirAsia Com Travel Sdn Bhd) (“AirAsia, us, we, our”).
  3. These Terms and Conditions are only applicable for Bookings (paid and confirmed) made by you for AirAsia Flights between 20 May 2024 to 2 June 2024 (“Campaign Period”) on all-in fare or selected fare classes of the AirAsia Flights and for selected Asean and domestic routes only.
  4. The prices do not include add-ons and ancillary including but are not limited to baggage, seats, meals, and insurance.
  5. You accept and acknowledge that we are only a distributor of the AirAsia Flights and hence, assume no liability should there be any loss or damages as a result of any act or omission or negligence on the part of the AirAsia Flights in the course of its performance and you will be subjected to the terms of carriage, fare rules and conditions of the Flights.
  6. By completing a Booking, you are deemed to have read, understood, accepted and agreed to be bound by these Terms and Conditions, the Terms of Use and Privacy Statement of the Platform, which may be amended and revised from time to time. You are advised to review these Terms and Conditions periodically to be aware of such modifications as the most recent version of the Terms and Conditions will bind you at the time of any arising dispute, which may occur at a later date. Please take note that the Terms and Conditions displayed on the Platform will be accompanied by a month and year stamp to denote the version.
  7. In order to be eligible for and enjoy the AirAsia promotion, you are required to sign-up as an AirAsia member and log-in to your AirAsia membership account.

  Submitting a Claim

  8. If you made a Booking of an AirAsia Flights on the Platform and then showed us that you are able to book the same flight with the same time, dates, and flight number at a lower rate compared to what you have paid, that is viewable and bookable on another website, we will, at our sole discretion, credit the difference to you (“Claim”).
  9. For avoidance of doubt, the difference in amount will be credited to your AirAsia member account on the Platform in the form of a voucher and within a period as stipulated under the applicable laws.
  10. This Campaign only applies for Bookings that are available on the Platform.
  11. For a Claim to be valid under this Campaign, it must satisfy and be submitted in compliance with the following conditions:
  1. you must be an AirAsia member to be eligible to submit a Claim;
  2. you must submit a Claim within twenty-four (24) hours from your Booking that has been paid and confirmed and any submissions made after twenty-four (24) hours will not be entertained; and
  3. you must submit a Claim before departure if your departure date is within twenty-four (24) hours from your date of booking.

  For avoidance of doubt, any submissions made after twenty-four hours will not be entertained.

  12. You must submit a Claim by initiating a chat with AskBo on the Platform and following the steps listed on the Campaign information page. You may need to provide the following information:
  1. Email (same email used for for the Booking);
  2. Booking ID or booking reference number
  3. Date of Purchase;
  4. Departure Flight Origin;
  5. Departure Flight Destination;
  6. Departure Flight Date;
  7. Flight Number;
  8. No. of Pax;
  9. Flight Time;
  10. Booking Website / App Name that offered the better all-in fares;
  11. Alternate fare from that the booking website /app that you used as comparison; and
  12. Currency.

  For avoidance of doubt, you are required to provide a screenshot as supporting documents for each item listed in this Clause 12.

  13. Your Claim is only valid if the following conditions are met:
  1. Same departure date, time, and flight number;
  2. Same return date, time, and flight number
  3. Same currency
  4. The Campaign does not apply to reservations offering third-party loyalty program rewards, including frequent flier miles redemption, or unpublished rates such as:

  i. Private rates; and
  ii. Rates that are not available to the general public, which includes corporate discount rates, group or meeting rates, loyalty programs or any rates that require membership.

  For avoidance of doubt, you are required to provide a screenshot as supporting documents for each item listed in this Clause 12.

  14. Once your Claim is completed and submitted, no changes are allowed and be entertained.

  Miscellaneous

  15. We reserve the right and sole discretion to cancel your Claim if we have proof or reasonably believe that you (singularly or jointly with any other persons) undertook fraudulent practices and/or activities including but not limited to irregularity, tampering, unauthorised intervention, fraud or any other causes beyond our control which corrupts or affects the administration, security, fairness, integrity or proper conduct of the Campaign. We further reserve the right to block your AirAsia account from performing future transactions on the Platform.

  Processing Fees

  15. Effective 22nd September 2019, 0001 hours (GMT+ 8), there will be no processing fee applied for new Bookings made on the Platform for flights to and from Malaysia. However, this excludes international FlyThru flight transiting through Malaysia.
  16. Only the person who had made the booking is allowed to submit a Claim. You are not allowed to submit a Claim for any other third party.
  17. We reserve the absolute right to cancel, terminate or suspend this Campaign with or without any prior notice and/or assigning any reason hereto. For the avoidance of doubt, cancellation, termination or suspension by us shall not entitle you to any claim or compensation against us for any and/or all losses or damages suffered or incurred as a direct or indirect result of the act of cancellation, termination or suspension.
  18. We reserve the absolute right to vary, delete, update or add to any of these terms and conditions (wholly or in part) from time to time without any prior notice. Our decision in relation to all aspects of this Campaign Program is deemed final, binding and conclusive under all circumstances and no correspondence, complaint or appeal whatsoever will be entertained.
  19. AirAsia, its subsidiaries, affiliates, and associated companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense, damage, personal injury or death which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this Campaign.
  20. You agree to defend and indemnify us and any of our officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature including but not limited to reasonable legal and accounting fees, brought by third parties as a result of your breach of these Terms and Conditions, your violation of any law or the rights of a third party or your use of our information.
  21. The terms and conditions contained herein shall prevail over any inconsistent terms, conditions, provisions or representations contained in any advertising materials for this Campaign Program.
  22. In the event of any inconsistency between these Terms and Conditions and any other terms and conditions, these Terms and Conditions shall prevail but only to the extent to such inconsistency.
  23. These Terms and Conditions may be translated to other languages. In the event of any inconsistency between the English and translated versions, the English language shall prevail.
  24. These Terms and Conditions are governed by the laws of Malaysia and subjected to the jurisdiction of a forum in Malaysia.
  25. We shall not be liable for any failure to comply or for any delay in performing its obligations where the failure is caused by something outside its reasonable control. Such circumstances shall include, but not limited to, weather conditions, fire, flood, hurricane, computer system malfunction, strike, industrial dispute, war, hostilities, political unrest, riots, civil commotion, epidemic and pandemic as pronounced by the World Health Organisation, inevitable accidents, supervening legislation or any other circumstances of whatsoever nature beyond the control of AirAsia.
  26. All expenses associated with the Campaign such as transportation, accommodation or any other costs of a personal nature that are not stated (if applicable) shall be solely borne by the Members.

Customer Support