In a statement today, it said, the passengers had been personally notified via short message service yesterday evening and a travel advisory was also posted on its website, Facebook and Twitter pages.
“The airline is monitoring the situation closely and will adjust its flight operations into and out of Ngurah Rai International Airport when necessary.
“Owing to the situation, we will allow affected passengers to: full refund or deferment of travel until end of February 2018; and, change of destination (subject to seat availability) to Jakarta, Surabaya or any ASEAN destination Malaysia Airlines flies to,” it said.
It said for more information, passengers were encouraged to call 1 300 88 3000 (in Malaysia) or +60378434000 (for outside Malaysia).
Meanwhile, AirAsia announced that Ngurah Rai International Airport in Bali was temporarily closed today after the eruption.
“As a result of the airport’s temporary closure, all AirAsia and AirAsia X flights in and out of Bali have been cancelled. In addition, flights from and to Lombok remain cancelled today,” it said.
Further information would be released once available and the affected guests would be notified of their flight status via email and SMS, it said.
AirAsia said also encouraged its guests to update their contact details at airasia.com to ensure that they were notified of any updates to their flights.
“Guests whose flights are cancelled are entitled to choose one of the following service recovery options: move their flights by changing to a new travel time on the same route within 30 calendar days from original flight time without additional cost and subject to seat availability or by Credit Account, whereby retain the value of their fares in a credit account for your future travel with AirAsia,” it said.
The online Credit Account could be redeemed within 90 calendar days from the date of issuance, it said.
“The guests are advised to check www.airasia.com and AirAsia’s social media pages for further announcements. They are also encouraged guests to check their flight status through “Manage My Booking” feature on AirAsia’s website,” it said.
For guests requiring further information and assistance, contact customer support team at support.airasia.com. – Bernama