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Flights cancelled and thousands stranded on Bali

December 4, 2017 Headline News No Comments Email Email

About 2500 Australians were reported to be among many thousands still stranded in Bali at the weekend as Mount Agung continued to cause volcanic chaos and Virgin, Qantas and Jetstar cancelled flights to the island. The backlog is said to be about 100,000.

Hope is at hand, however, and it was looking good yesterday evening. Jetstar reported that flying conditions at Denpasar Airport “are expected to be clear this evening so we are planning to operate most of our scheduled services between Bali and Australia tomorrow”. Qantas is doing likewise.

At 6.28am today, Virgin Australia said: “Virgin Australia plans to operate today’s scheduled services from Denpasar, subject to a review of flying conditions this morning.”

Other airlines are likely to follow suit, if the situation doesn’t deteriorate. That could bring many Australians home today and help tourists from other countries as well.

Decisions on whether to fly are made at short notice. For Jetstar flight status see here. For Virgin flight status see here. For Qantas flight status see here.

For AirAsia, the situation is more complicated. The following advisory, issued by the airline yesterday, gives an idea of the complexity and the sort of processes that travellers who booked direct with AirAsia need to follow.

A statement issued by AirAsia, late afternoon yesterday said: “Following improving conditions as reported by local authorities and Australian agencies, AirAsia will resume several evening flights from/to Bali in addition to current daylight operations, while continuing to serve limited flights from/to Lombok.

As we continue to monitor the situation closely, any reinstated flights will be announced accordingly and all guests are encouraged to check airasia.com and AirAsia’s social media channels for periodic updates.

The following is the updated flight schedule, with new flights in bold and marked with **, as of 3 December 2017 16:00 HRS LT (GMT +8):

The following flights are due to operate today as scheduled: 

DATE: 3 DECEMBER 2017

Flight No.

From – To

Status

AK 306

Kuala Lumpur – Lombok

Resumed

AK 307

Lombok – Kuala Lumpur

Resumed

AK 308

Kuala Lumpur – Lombok

Resumed

AK 309

Lombok – Kuala Lumpur

Resumed

AK 374

Kuala Lumpur – Denpasar

Resumed

AK 375

Denpasar – Kuala Lumpur

Resumed

AK 376

Kuala Lumpur – Denpasar

Resumed

AK 377

Denpasar – Kuala Lumpur

Resumed

AK 378

Kuala Lumpur – Denpasar

Resumed

AK 379

Denpasar – Kuala Lumpur

Resumed

D7 798

Kuala Lumpur – Denpasar

Resumed

D7 799

Denpasar – Kuala Lumpur

Resumed

FD 396

Bangkok Don Mueang – Denpasar

Resumed

FD 397

Denpasar – Bangkok Don Mueang

Resumed

FD 398

Bangkok Don Mueang – Denpasar

Resumed

FD 399

Denpasar – Bangkok Don Mueang

Resumed

FD 398D

Bangkok Don Mueang – Denpasar

Retimed to 07:00hrs*

FD 399D

Denpasar – Bangkok Don Mueang

Retimed to 13:05hrs*

QZ 503

Singapore – Denpasar

Resumed

QZ 506

Denpasar – Singapore

Retimed to 14:55hrs

QZ 534

Denpasar – Perth

Retimed to 08:35hrs

QZ 535

Perth – Denpasar

Retimed to 12:50hrs

QZ 551

Kuala Lumpur – Denpasar

Retimed to 09:30hrs

QZ 552

Denpasar – Kuala Lumpur

Retimed to 15:50hrs

QZ 555

Kuala Lumpur – Denpasar

Resumed**

QZ 556

Denpasar – Kuala Lumpur

Retimed to 17:40hrs

QZ 557

Kuala Lumpur – Denpasar

Resumed**

QZ 559

Kuala Lumpur – Denpasar

Resumed

QZ 7510

Jakarta – Denpasar

Resumed

QZ 7511

Denpasar – Jakarta

Retimed to 15:30hrs

QZ 7531

Denpasar – Jakarta

Retimed to 17:20hrs

QZ 7532

Jakarta – Denpasar

Resumed

QZ 7534

Jakarta – Denpasar

Resumed**

QZ 7912

Bandung – Denpasar

Retimed to 14:15hrs

QZ 7913

Denpasar – Bandung

Retimed to 13:00hrs

XT 7514

Jakarta – Denpasar

Resumed**

XT 7515

Denpasar – Jakarta

Resumed**

XT 7516

Jakarta – Denpasar

Resumed**

XT 7517

Denpasar – Jakarta

Resumed**

XT 7518

Jakarta – Denpasar

Resumed**

XT 7519

Denpasar – Jakarta

Resumed**

XT 7520

Jakarta – Denpasar

Resumed

XT 7521

Denpasar – Jakarta

Resumed

XT 7522

Jakarta – Denpasar

Resumed**

XT 7523

Denpasar – Jakarta

Resumed**

XT 7526

Jakarta – Denpasar

Resumed

XT 7527

Denpasar – Jakarta

Resumed

XT 7624

Surabaya – Denpasar

Resumed**

XT 7625

Denpasar – Surabaya

Resumed**

XT 8441

Yogyakarta – Denpasar

Resumed

XT 8454

Denpasar – Solo

Resumed

XT 8455

Solo – Denpasar

Resumed

XT 8448

Denpasar – Yogyakarta

Resumed

XT 8449

Yogyakarta – Denpasar

Resumed**

* Postponed flight from previous day

** New flights as per updated schedule

Other Bali and Lombok flights not listed above remain temporarily cancelled until further notice.

AirAsia will continue to monitor the situation closely, and will keep guests informed of any developments.

Guests whose flights are affected will be entitled to choose one of the following service recovery options being offered:

For flights to/from Bali and Lombok from 25 November 2017 – 10 December 2017

Option 1: Move flight: Change to a new travel date on the same route within 30 calendar days from original flight date without additional cost and subject to seat availability; OR

Option 2: Credit Account: Retain the value of fare in your AirAsia BIG Loyalty account for future travel with AirAsia. The online Credit Account to be redeemed within 90 calendar days from the date of issue, for travel date of your choice; OR

Option 3: Full Refund: Obtain a full refund in the amount equivalent to your booking. This can be done strictly via e-form available on support.airasia.com:

1.     Click on “Email Us” tab on the right panel

2.     Select “Refund” under Type of Feedback

3.     Select “Flight Cancellation” under Sub Category 1

4.     Complete the remaining form fields and click Submit to proceed 

For Flights to/from Bali and Lombok from 11 December 2017 – 31 December 2017

Option 1: Move flight: Change to a new travel date on the same route up to 31 January 2018 without additional cost and subject to seat availability; OR 

Option 2: Rerouting: Reroute to another destination within the AirAsia network with fare difference applicable, subject to seat availability; OR

Option 3: Credit Account: Retain the value of fare in your AirAsia BIG Loyalty account for future travel with AirAsia. The online Credit Account to be redeemed within 90 calendar days from the date of issue, for travel date of your choice.

Guests who wish to opt for move flight / credit account are urged to fill in an e-Form available on support.airasia.com:

1.     Click on “Email Us” tab on the right panel

2.     Select “Enquiry/Request” under Type of Feedback

3.     Select “Booking” under Sub Category 1

4.     Select “Change Flight” for Sub Category 2

5.     Type in your option under Subject: “Move Flight” OR “Credit Account”

6.     Complete the remaining form fields and click Submit to proceed

a.     For move flight, please provide new flight details (date and time) and passenger name(s)

b.     For credit account, please provide your AirAsia BIG Loyalty member ID

Guests who wish to reroute, please provide new flight details (new route, date and time) and passenger name(s) to our customer care agents via Live Chat or call centre available on support.airasia.com.

Guests are advised to check airasia.com and AirAsia’s social media pages for further announcements.

For guests requiring further information and assistance please contact our customer support team at support.airasia.com.

 

Edited by Peter Needham

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