Please take care to read our Booking Terms and Conditions governing the use of this website that operates between us and you.
Before you click on the Confirm and Pay button at the end of the booking process, please carefully read these terms and conditions and our Privacy Policy. By clicking on the Confirm and Pay button you are consenting to be bound by these terms and conditions and our Privacy Policy. If you do not agree to all of the terms and conditions and the Privacy Policy, do not click on the Confirm and Pay button and leave the website instead. If you have any questions about our terms and conditions, please email us at askgoholiday@airasia.com
For a quick guide and convenient access to our changes or cancellation terms, please click on the links below for:-
You may use the website to make legitimate enquiries or bookings. You will not make any speculative, false or fraudulent bookings or any booking in anticipation of demand. If we are reasonably of the opinion that such a booking has been made we shall be entitled to cancel the booking and inform the relevant authorities.
You also undertake to provide correct and accurate email , postal or other contact details to us and acknowledge that we may use these details to contact you in the event that this should prove necessary (see our Privacy Policy).
These are the terms and conditions that apply to your booking.
2.2
Your contract with us comes into existence at the time you receive your Flight + Hotel Confirmation summary from us.
2.3
A Go Holiday Flight + Hotel is a pre-arranged combination of at least 2 of the following components when sold at an inclusive price and when the services cover a period of more than 48 hours or include 2 nights stay. The components are:
Air Transport;
Accommodation;
Other tourist services not ancillary to the above (eg. car hire, transfers, attractions) accounting for a significant proportion of the Flight + Hotel services.
2.4
When you book products/services that are not a Go Holiday Flight + Hotel, or if you book product(s) sold or offered for sale outside of Malaysia, clause 3 applies.
If you book accommodation, or any other activities or events or car hire through Go Holiday on separate occasions or your booking does not otherwise fall within the definition of a Go Holiday Flight + Hotel (for example because it does not cover a period of more than 48 hours) we are acting only as your booking agent.
3.2
The contract for the provision of services referred to above is between you and the supplier or provider of said services and the contract is accordingly governed by the terms and conditions thereof.
3.3
Because we are only acting as your booking agent we are not liable to you in the event that you suffer injury, loss or damage of any kind whether caused negligently or otherwise in the course of or arising out of the provisions, of those services.
3.4
Clause 3.3 above does not apply if we are the supplier or provider of the activities referred to in 2.3 above or if any injury, loss or damage is caused by our own negligence or that of our employees acting in the course of their employment.
Full payment by credit card is required to make a booking. Credit cards accepted are Visa and Master Cards.
4.2
Your 'Confirmation Summary' page will display a link to a page for each product/service purchased and it is your responsibility to print and retain these confirmations.
4.3
Your confirmation slips are important documents. You must take them with you. Without them you will not be able to prove that you have booked and paid for the relevant product/service and the product/service will not be provided by the supplier. Go Holiday shall not be held responsible should you suffer losses in any form stemming from your inability to produce the relevant confirmation slips when requested.
4.4
We have the right to amend the terms and conditions herein at any time and from time to time.
If you wish to add extra nights of room accommodation to your Non-Flight + Hotel, you can do so online, subject to room availability. You will receive a different Confirmation Number and it is your responsibility to print and retain the new confirmation slip for the additional night(s).
6.2
If you wish to add any additional product(s)/service(s) to your Non-Flight + Hotel, you can also do so online, subject to the availability of the product(s)/service(s). You will receive a different Confirmation Number and it is your responsibility to print and retain the new confirmation slip for the additional product(s)/service(s).
Flight + Hotel
6.3
All purchases of Go Holiday Flight + Hotel are FINAL and cannot be changed, cancelled, refunded, exchanged or transferred to another individual. Change fees are not an option.
6.4
If you wish to cancel your Go Holiday Flight + Hotel, the total amount paid will be forfeited as set out in our Go Holiday Flight + Hotel Policy.
It is unlikely that we will change or cancel your booking once it is confirmed. If we do make changes then we will inform you as soon as we reasonably can. We reserve the right to make changes that are not significant and to correct errors in your booking details at any time without being liable to you.
7.2
We are only liable to you for significant changes. A significant change is one that we make to your booking before your departure that affects an essential term of your contract. Accordingly, a significant change is one that involves canceling the booking or a significant part of it or changing:-
Your destination;
Your booked accommodation to that of a lower rating as described on the rating system found on the hotel information results screen.
Your departure times by more than 12 hours or your accommodation occupancy period.
Your ground arrangements contracted with us (if applicable).
7.3
If we make a significant change then you have a choice. You may, as applicable:
Accept the changes; or
Accept substitute arrangements of equivalent or superior value that we are able to offer you; or
Accept substitute arrangements of lower value that we are able to offer you together with the difference in price between the original and the substitute arrangements: or
Accept a refund in the form of credit shell to be kept for a maximum of 3 months from the actual date of departure.
7.4
You must tell us which one of the above choices you make within seven (7) days of your being informed of the significant change we are making, or if your departure is less than 7 days from the date you receive notification you must inform us of your choice as soon as is reasonably practicable before the departure date. If we do not receive notification from you about your choice you hereby agree that you are deemed to have accepted option 7.3 (a).
7.5
We are not liable for any consequential expenses or losses. You agree that no compensation is payable in the event of significant changes made more than 14 days before departure because you have the opportunity to make alternative arrangements.
7.6
We are not under any circumstances liable to you in the event that the provision of the services and facilities you have booked is compromised in any way by an event or a combination of events that is beyond our control or that of our agents, suppliers or subcontractors or due to circumstances where liability is excluded here below. The events referred to above include (but are not limited to) the following:
War or the threat of war;
Riot or civil disturbance;
Terrorist or threatened terrorist activity;
Industrial disputes or threatened industrial disputes;
Actions of national or local governments;
Natural or nuclear disasters;
Fire or flood;
Adverse weather conditions;
Technical problems to transport;
Airports and ports being closed or full;
Cancellation or changes to services of scheduled transport providers;
Changes brought about as a result of recommendations made by any other government or international organisation or agency.
The Hotel and Flight + Hotel information listings are compiled from information provided by the our hotel and travel agent. We publish such information in good faith, based on the information provided. Whilst we have taken reasonable care to ensure that the content of the website including all hotel information and listings are accurate and up-to-date, we cannot be responsible for inaccuracies, errors, omissions or misleading information contained in the hotel listings or information.
The hotel rating system on our website is based on ratings given by the Tourism Board and as such, we are not responsible for the rating levels given to individual hotels or any other representations made in this respect. Please make your own enquiries to determine if the hotel you wish to select meets the standards you require.
This website may be linked to other websites that are not maintained by us. We are not responsible for the content of those websites. The inclusion of any link to such sites does not imply endorsement, sponsorship or recommendation by us of the websites and we disclaim any warranty (expressed, implied or otherwise howsoever arising) over the content and operation of these sites. We disclaim any liability for links:
Where a component part of your Go Holiday Flight + Hotel is not provided and you suffer death, personal injury or other attributable loss or damage we will pay you reasonable compensation only when the failure is the result of our negligence or that of our employees, agents, suppliers or subcontractors provided they were acting within the scope of, or in the course of their employment or contract.
Our liability to the guest and/or any third parties are in any and all circumstances limited to the lesser of either: -
the amount paid by the Guest for the booking; or
Ringgit Five Hundred only (RM500.00).
Whichever of (a) or (b) is the lesser.
10.2
We do not accept liability in any circumstances where any death, injury, illness or other loss or damage has been caused by a third party unconnected with the services or facilities set out on your confirmation summary.
10.3
We do not accept liability where any form of loss or damage (whether by reason of death, injury, illness or otherwise) is due to your own fault (or contributed by you in any way) or that of any party named on your confirmation summary, or for any such loss caused by unusual or unforeseeable circumstances beyond our control the consequences of which could not have been avoided even if all due care had been exercised or where any loss or damage is due to an event which we could not have either foreseen or forestalled.
10.4
If we or our representatives arrange for you to purchase trips or excursions or other services or facilities after you have departed for your holiday this is done only as your booking agent. Any such extra items do not form part of your Go Holiday Flight + Hotel contract with us. In the unlikely event that you have any problem arising out of a trip, excursion or other service or facility that does not form part of your pre-arranged Go Holiday Flight + Hotel your rights are against the person providing the trip, excursion or other service or facility and will be governed by the terms and conditions and the law applicable to the person supplying or providing the trip, excursion or other product/service.
10.5
You must make any complaints or claims in accordance with this contract. If we pay you or agree to pay you compensation you must assign to us or our insurers all your rights to take action against anyone else and you agree to provide us and our insurers with all due cooperation and assistance in respect of any such action we or our insurers take.
10.6
Air transport is provided by the relevant carrier with its own terms and conditions of carriage (to which you are bound unless here stated otherwise) and over whom we may have no control. Please refer to the website of the relevant carrier for the applicable terms and conditions of carriage. The relevant carrier may strictly limit the circumstances in which compensation is payable, and amounts of compensation payable for death or personal injury and for all other forms of loss and damage, in accordance with international conventions. You agree that we should not be liable to any greater extent than the relevant carrier. We are not liable to pay compensation in circumstances or amounts other than those recognised by any relevant international convention applicable to the relevant carrier. We are only liable to pay compensation under circumstances and limited to the amounts that would be payable if you sought compensation from the relevant carrier.
Accommodation and Flight + Hotel are provided by the relevant hotel keeper and agent with its own terms and conditions of business which are binding on you unless here stated otherwise. You agree that we should not be liable to any greater extent than the relevant hotel keeper. Our liability in terms of compensation is limited only to circumstances and amounts that would be payable if you sought compensation from the relevant hotel keeper.
The above will also apply in relation to any other product(s)/service(s) contracted with us (eg. car hire, transfers, attractions) being provided by a third party.
10.7
Subject to 10.6 above in the event of loss or damage to luggage or any other personal possessions even where such loss or damage is due to negligence or wilful misconduct we further limit our liability to each person named on the confirmation summary to a maximum of RM48.00 per kg. It is your responsibility [see 13.2] to ensure that you have adequate and appropriate insurance coverage and you agree that we are entitled to assume that you have.
10.8
Except in cases of death or injury, our liability is in any event limited to a maximum of twice the Go Holiday Flight + Hotel price attributable to the person affected. This maximum applies where everything possible has gone wrong and you prove that no benefit or enjoyment has been obtained. In all other circumstances we agree to pay compensation that is reasonable and proportionate for the diminution in value of your Go Holiday Flight + Hotel and any loss of enjoyment you prove subject to the above maximum.
10.9
We may be constrained to change or end your booking arrangements after departure. Where we are constrained to do so, we will only be liable to refund such proportion of the cost of the Go Holiday Flight + Hotel that you have not been able to use and/or the cost of such services and facilities you have not yet used. We are not liable for any other loss or damage whosoever.
10.10
If you encounter significant problems that are not our responsibility and/or are the result of something that happens other than in the course of the Go Holiday Flight + Hotel set out in your confirmation summary as a result of which you suffer death, injury or illness we will offer you reasonable and prompt assistance including assistance in sorting out any problem with the person responsible. This assistance is limited in monetary terms to the expenditure of RM5,000.00 (or equivalent in your booking currency) per confirmation summary which you must repay if you are successful in any claim against the person responsible. This assistance is also limited to circumstances where you notify us in writing of the steps that you intend to take against the person responsible within 90 days of the relevant occurrence and obtain our written approval [which will not be unreasonably withheld].
Each time you use this website you will be bound by the then current terms and you should review these Terms and Conditions each time you make a booking to satisfy yourself that you are happy with them.
We can sort out problems on the spot if we know about them. If you have cause to complain, please:
tell the relevant product supplier;
if the problem cannot be sorted out this way please contact the Go Holiday Support Team for Guest Care Service.
Malaysia
:
603 21719399
Indonesia
:
0804 1 333 333 (Within Indonesia)
+62 21 8089 9099 (Outside Indonesia)
Thailand
:
+66 2 515 9999
Office hour is from 9 am to 6 pm, Monday to Friday and closed on Saturday, Sunday and National Public Holiday.
Should the problem persists, please email us at askgoholiday@airasia.com or write to us at the address below:
AirAsia Go Holiday Sdn Bhd, Mezzanine Floor, LCC Terminal Jalan KLIA S3, Southern Support Zone KLIA, 64000 Sepang Selangor Darul Ehsan, Malaysia
12.2
It is a precondition of your recovering compensation that you inform us in writing at the above address of all complaints as soon as possible and in any event no later than 14 days after your return home. This is to give us a reasonable opportunity to make appropriate enquiries and obtain evidence. If you do not follow this procedure we are not liable to pay compensation for any such complaints that you make.
Behaviour If, in our opinion or the opinion of any accommodation manager or other person in authority, you are behaving in a way which will cause or be likely to cause danger or distress or annoy others or damage property, your ground arrangement may be ended. If this happens, we are not liable to you in any way and it will be up to you to make your own travel arrangements. If we incur expense as a result of your behaviour you shall fully compensate us for that expense.
13.2
Insurance For your own protection, you and all members of your party must have suitable insurance (including insurance to cover the costs of cancellation of your holiday and the costs of assisting you if you or your party has an accident or becomes ill during repatriation) for the full period of your holiday. Please note that it is your responsibility to ensure the insurance you purchase is suitable and adequate for your particular needs.
13.3
Passport You must ensure that you have a valid passport and any necessary visas. Further details of passport and visa requirements can be obtained by contacting the Immigration Department of Malaysia (Jabatan Imigresen dan Pendaftaran Malaysia) at the telephone number 60 3 20939181 or 20945108 or via http://www.imi.gov.my/ if you are a citizen of Malaysia . If you are not a citizen of Malaysia then you will need to make your own enquiries. We are not responsible or liable to you if you fail to follow the correct procedures. You shall pay any penalties or expenses that we or the relevant carrier incurs on your behalf if you fail to follow the correct procedures. We are not in any way liable to you even if we allow you carriage and you are subsequently detained/denied entry/deported at your destination due to your failure to follow the correct procedures.
13.4
Health It is your responsibility to ensure that you are fit to travel and participate in all of the services and facilities you have booked to undertake. It is also your responsibility to ensure that you have any necessary vaccinations for your travel arrangements and are able to prove that you have the relevant vaccinations. Consult your doctor about any health requirements for all destinations to which you are travelling. We are not liable if you are refused entry to any country or part of a country because you do not have or cannot prove that you have the necessary vaccinations or do not comply in any way with the health requirements of your destinations.
If you make a booking with AirAsia, we will record your personal details. Your data will be used principally to provide you with the Go Holiday Products you have purchased. We retain the data you provide from time to time, including data we collect when you use our products and services. Your data may be used for the following purposes: accounting, billing and audit, credit or other payment card verification, security, administrative and legal purposes, operation of awards schemes, systems testing, maintenance and development, customer relations, advertising opportunities and to help us in any future dealings with you, for example by identifying your requirements and preferences. For these purposes we may disclose your data to any of the following: other companies in the AirAsia group, other companies involved in providing your Go Holiday Products, relevant partner companies, data processing companies working on our behalf, travel agents, government and enforcement agencies and credit and charge card companies. This may involve sending your data outside Malaysia.
Your contract is governed exclusively by Malaysian Law and is subject to the exclusive jurisdiction of the courts of Malaysia .
15.2
The terms and conditions apply equally to you and to all persons named in your booking, whether you enter into a Go Holiday Flight + Hotel or Non-Flight + Hotel contract.
15.3
The law regarding accommodation for persons with disabilities varies from country to country and we cannot guarantee that all hotels, transport and amenities will be equipped/suitable for wheelchair users/disabled passengers.
15.4
If you have special requests, we will do our best to ensure these requests are met but we cannot guarantee the performance of such requests nor can we advise you as to whether such requests have been fulfilled before you leave.
