Melbourne Ops Move to Avalon (AVV) Frequently Asked Questions

1. Why AirAsia chosen to move ’s operations from Tullamarine Airport to Avalon Airport (AVV)?

● Our decision to move to Avalon is based around our commitment to delivering the best value international airfares. ● AirAsia will be the first international airline operating from Avalon Airport, which will provide guests with numerous benefits including a more efficient airport clearance experience as well as cost saving in term of lower airport fee and taxes. ● Avalon Airport also provides other spin off benefits for our guests including cheaper parking, no freeway tolls and state of the art new facilities providing a hassle free check in, arrivals and departures process. ● Avalon Airport is also conveniently located around 45 minutes away (about 56km) from the CBD and around 25 minutes (about 23km) to the city of - gateway to the iconic Great Ocean Road and one of ’s top tourism attractions.

2. When is the commence date of AVV ops taking place? ● AirAsia will be shifting its operations in Melbourne from Tullamarine Airport to Avalon Airport effective 5 December 2018. ● All guests who are travelling on flights operated by AirAsia to / from Melbourne from 5 December 2018 will check in to depart and arrive at Avalon Airport from this date.

3. When will the sale of flights from and to Avalon Airport be opened? ● The sale of flights will open effective 10 July (just before midnight) 2018 for travel commencing 5 December.

4. When is the last service from Tullamarine Airport? First service to AVV? ● The last KUL MEL departs 4 December (10.35) and last MEL KUL service departs 5 December (00.50). ● The first KUL AVV departs 4 December (21.25) and the first AVV KUL departs 5 December (1035).

5. What are the current and new flight schedules? ● The current and new flight schedules are as follows (from MEL to AVV ):

MEL Schedule

FLT NO DEP ARR STD - LT STA - LT DAY EFFECTIVE DATE FREQUENCY

D7 212 KUL MEL 10:35 21:30 1234567 NW'18 14 x Weekly

D7 213 MEL KUL 00:50 06:05 1234567

D7 214 KUL MEL 22:25 09:20 1234567 D7 215 MEL KUL 10:35 15:50 1234567

AVV Schedule

FLT NO DEP ARR STD - LT STA - LT DAY EFFECTIVE DATE FREQUENCY

D7 216 KUL AVV 10:35 21:30 1234567 NW'18 14 x Weekly

D7 217 AVV KUL 22:45 04:00 1234567

D7 218 KUL AVV 22:25 09:20 1234567

D7 219 AVV KUL 10:35 15:50 1234567

6. How about guests who have booked and confirmed their flights to and from Tullamarine? What are the available options for affected passengers?

● We understand that the transition of our services to Avalon Airport may not be convenient for all of our guests. Hence provided below are the service recovery options if you are not able to travel from Avalon Airport subsequent to our shift of services from Melbourne-Tullamarine Airport to Melbourne-Avalon Airport:-

1. Move flight: One-time change flight to another departure date or time on the same route within 30 calendar days in advance or after the original scheduled flight date without additional cost, subject to seat availability. This can be from either Avalon Airport from 5 December (or Tullamarine Airport if brought forward); OR 2. Credit account: Retain the value of your booking in your AirAsia BIG Loyalty account. The online credit account is to be redeemed within 90 calendar days from the issuance date for your future travel with us; OR 3. Full refund: Obtain a full refund of the value of your booking.

Guests who wish to opt for move flight date / credit account are urged to fill in an e-Form available on support..com: 1. Click on the Email Us tab on the right panel 2. Select “Enquiry/Request” under Type of Feedback 3. Select “Booking” under Sub Category 1 4. Select “Avalon/Tullamarine ” for Sub Category 2 5. Type in your option under Subject: “Avalon/Tullamarine - Move Flight” OR “Avalon/Tullamarine - Credit Account” Complete the remaining form fields and click Submit to proceed ● For move flight, please provide new flight details (date and time) and passenger name(s) ● For credit account, please provide your AirAsia BIG Loyalty member ID

Guests who wish to request for full refund, please fill in an e-Form available on support.airasia.com: Click on the “Email Us” tab on the right panel Select “Refund” under Type of Feedback Select “Flight Cancellation” under Sub Category 1 Type in Subject field: “Avalon/Tullamarine - Refund” Complete the remaining form fields and click Submit to proceed

● The open for sale commences at 12:01hours on 11th July 2018. The SROs are strictly for flights to and from Melbourne (MEL) (P2P and Fly-thru) with bookings made before (midnight) 10th July 2018 and travelling period from 4th December 2018 onwards.

● Guests may also contact us via the following channels:

1. Client Support (through [email protected] or +603 8660 4680) Operational Hours: Monday - Friday: 0800 - 2000 hours (GMT +8) Saturday, Sunday & Public Holiday: 0900-1800 hours (GMT +8) 2. Group Booking – to contact respective country group desk 3. Respective Account Manager

7. Will guests be given the option to be transferred to another airline at no additional cost? ● Unfortunately, transferring to another airline is not part of the options we offer (as per our terms and conditions of carriage). Please refer to the above Service Recovery Option.

8. Will AirAsia provide any compensation for my missed tours, connecting flights, cancellation for hotel bookings or any other of pocket expenses incurred due to this move? ● We will not be providing any compensation for any missed tours, connecting flights with other airlines, cancellation for hotel bookings or any other out of pocket expenses incurred as per our terms and conditions of carriage. ● However for the first month of operations, we will provide an option to move flight to another departure date or time on the same route (same as SRO above) for our guests during the initial transition period.

9. Will I get my initial seat/meal/other pre-book add-ons after the move to Avalon? ● Yes. All pre-booked seat, meals, checked baggage and others ancillary items will be carry forward to your flight booking.

10. I have picked Hot Seats on my previous flight. What will happen after the flight moved to Avalon? ● Your seat and any additional extras booked will remain after the flight has moved from Tullamarine airport to Avalon Airport.

11. What happened to the wheelchair service I have pre-booked? ● Wheelchair service previously pre-booked with AirAsia will be transferred to the new flight.

12. After the move to Avalon, will the optional products and services and taxes remain at the same price? Will I get a refund of difference in prices if any? ● Our products price will remain the same. Please visit our Fees and Charges page for more products price info.

13. Is there a difference in the taxes for flights to/from AVV vs MEL and if I change to AVV will I receive a refund? ● Yes there is a variance in the tax component of fares from AVV vs MEL. Guests who choose to revise their travel from MEL to AVV from 5 December will be reimbursed the difference in the tax component of their total fare via automatic payment back to the original form of payment.