We sincerely apologize for the inconvenience caused by the disruption to your flight. We understand how frustrating this can be, and we want to assure you that we're here to support you every step of the way.

Based on the duration of the delay, you may be eligible to amend your booking or obtain a refund as outlined below:

Travel Agent/Third Party Bookings

Delay Duration	Flight Change	Monetary Refund
More than 30 minutes but less than 1 hour	✅ Allowed	❌ Not allowed
More than 1 hour	✅ Allowed	✅ Allowed

Direct Bookings

Delay Duration	Flight Change	e-Wallet Credit Refund	Monetary Refund
More than 30 minutes but less than 1 hour	✅ Allowed	❌ Not allowed	❌ Not allowed
More than 1 hour but less than 3 hours	✅ Allowed	✅ Allowed	❌ Not allowed
More than 3 hours	✅ Allowed	✅ Allowed	✅ Allowed

1. Changes and refunds must be made at least two (2) hours before the scheduled flight departure.
2. Flight date or time changes for one-way or round-trip bookings must be completed in a single submission.
3. If your booking includes more than one passenger and any passenger wishes to change to a different flight date or time, or request a refund separately, please go to My Booking to retrieve your booking and select Divide Booking. Once the booking has been divided, use the respective booking reference to submit the change or refund request for each booking through this portal.
4. Once a change or refund request is submitted, it is final and cannot be reversed.
5. Flight date or time changes can be made up to 30 calendar days from the current flight date.
6. For refund requests, a one-time password (OTP) will be sent to the email address used to make the booking. If you do not receive the OTP, please contact your original booking source for assistance with your refund request.
7. Refund requests for third-party bookings that include payments made via Cash or FPX cannot be processed through this portal. For assistance, please submit your request via Refund Matters and select Flight Disruption as the reason for your request.