Who is Go Holiday? Go Holiday is an expansion of AirAsias online services on www.airasia.com. Go Holidays products (Packages, Hotel, Activities, Go Car, Go Hostel, Go Medic) are available online for purchase. Go Holidays products and services are not available at AirAsias Sales Offices, Stations and Call Centre.
What types of packages are available on Go Holiday? The most basic package available from Go Holiday include the return air fare with hotel accommodation based on a minimum of 2 nights' stay (unless otherwise mentioned) You can also choose to add-on other additional services provided on our site according to the destination of your choice.
What hotel options are available via Go Holiday? Go Holiday has a network of over 50,000 hotels from independent boutiques, 5-star hotels to large chains and even budget hostels. To view a sample of the hotels that Go Holiday partners with, visit our Hotel Menu.
Who do I contact if I have any queries about Go Holiday? Please contact the Go Holiday Support Team for queries. Please note that any amendments or cancellations made directly with the hotel are invalid.
Call us at, Malaysia 603 2171 9399 Indonesia 6221 7215 9899 Thailand 02-5159999 Our office hours are from 9 am to 6 pm, daily.
AirAsia Go Holiday Sdn Bhd, Mezzanine Floor, LCC Terminal Jalan KLIA S3, Southern Support Zone KLIA, 64000 Sepang Selangor Darul Ehsan, Malaysia
Do refer to the Go Holiday FAQ before contacting us as some of your queries may be duplicated there. Due to the overwhelming number of emails received on a daily basis, we may not be able to answer all of your questions. We will give priority to queries which are not already available on our FAQ.
How do I know if my booking is successful? Once you've reached the confirmation page, you're done! You will be able to see the confirmation of your booking on the screen. Please print this confirmation page. You should also receive a confirmation email from Go Holiday detailing your itinerary.
Please ensure your email address is correct and all incoming emails from Go Holiday via askgoholiday@airasia.com are not identified as spam or junk. If you do not receive your itinerary within the next few hours, please retrieve it from Go Holidays Check Booking section.
How do I book a package on Go Holiday? Just follow these steps on 'How to book online'
How far in advance can I book my Go Holiday package? According to the flight availability by destination and as long as that package remains available. Destinations and specific offer periods will be constantly updated, so please check the website.
What kind of room will I be given? Unless stated otherwise, all packages are based on a twin-sharing basis. This information appears on the Go Holiday Package Confirmation when you make your booking. If you require any special facilities, or have special requests, then you may request for them upon check-in. Special requests are subject to availability upon check-in and charges may apply, subject to individual hotel policy.
How do you determine an infant, child and an adult? Infant refers to babies who are more than 9 days old but below the age of two (2). A child is considered to be above the age of two (2) but below the age of twelve (12). Adults are guests aged 12 years old and above.
Infants and children must be accompanied by a parent or a guardian. Guests are required to carry proof of the infant/childs birth certificate when travelling. If proof of age cannot be provided on request, airport staff may refuse boarding.
Although we define a child as being 24 months old to 12 years old, the definition of a childs age may vary according to individual hotel policy (charges may be imposed subject to individual hotel policy)
Will I receive a ticket when I book with Go Holiday? AirAsia is a ticketless airline and you will be alerted of your confirmed packages with a Package Confirmation Number instead. The Package Confirmation Number includes the Flight Booking Number and Hotel Booking Number. Go Holiday will also send you an email notification with your confirmed itinerary.
You are advised to keep your Package Confirmation Number secure. Please ensure that you print your confirmed itinerary for flight and hotel check-in with the relevant identification (Passport, Identification Card etc).
Can I make it for a connecting flight? AirAsia operates on a point-to-point basis and onward flights are considered as separate journeys or sectors. Therefore, you are advised to plan your schedule carefully so that you will have sufficient time to claim your baggage, go through immigration check and check-in again for subsequent flights.
Go Holiday will not be held responsible for the consequence of any delays experienced while flying with AirAsia.
How do I pay? Go Holiday accepts all Visa, Master Cards and AMEX. Currently for AMEX, Go Holiday is able to accept transaction in Malaysian Ringgit (MYR), Thai Baht (THB), Singapore Dollar (SGD), United States Dollar (USD), Australian Dollar (AUD) and Indian Rupee (INR) only.
Why am I being asked for a password to use my credit card? Go Holiday supports security technologies such as Verified by Visa (VbV) and MasterCard SecureCodeTM. These security features authenticates your Visa or MasterCard and ensures that you are the authorized cardholder. If you have signed up with VbV or MasterCard SecureCodeTM, then your password is required by the issuing bank. Go Holiday does not require you to sign up, but when we request authorization from your bank, they may require you to do so.
Please contact your card issuer if you are having trouble entering your password. Please be advised that the Go Holiday Support Team, is unable to assist you with credit card verification queries.
What are Verified by Visa (VbV) and MasterCard SecureCodeTM? Verified by Visa (VbV) and MasterCard SecureCodeTM are security technologies that authenticate your Visa or MasterCard and ensures that you are the authorized cardholder. If the issuing bank supports VbV or MasterCard SecureCodeTM, then you will be prompted to enter your password or sign up as you check out.
Please contact your card issuer if you are having trouble entering your password. Please be advised that the Go Holiday Support Team, unfortunately, is unable to assist you with credit card verification questions.
Can I pay for someone else's booking with my credit card? Yes, you may.
How can I pay for my package without a credit card? Go Holiday currently accepts only the above mentioned credit cards as the mode of payment. We will endeavor to offer other payment methods in the future.
Can I book the same package after I've made my booking? If you wish to book the same package after you have made a purchase, Go Holiday cannot guarantee that you will be able to obtain the same flight and hotel package. Go Holidays booking is subject to flight and hotel availability at the time of reservation. If you are unable to obtain the same package, we suggest that you do the following,
Purchase the seat directly with the airline and the hotel under Hotel only.
If our hotel inventory is fully booked, you may make the room reservation directly with the hotel but, bear in mind that the room rate may differ subject to the hotels rate availability.
Do I need to reconfirm my reservation? It's not required, but if your package includes flight arrangements, we recommend that you check the status of your flight on airasia.com or contact AirAsias Call Centre on the day of departure to verify the status of your flight.
If there are changes to the flight schedule, you will receive an SMS to inform you of the time change. Please ensure your telephone number (preferably mobile number) and email address is correct and reachable.
The SMS or email notification will be delivered to the telephone number and email address registered in the booking itinerary. For example, if youve made a reservation for someone else and the contact number and email address is registered under your contact number and email address, the SMS and email will be sent to you and not the guest registered in the booking.
Can I change/cancel a confirmed Go Holiday package after I have made a purchase? All purchases made via Go Holiday are FINAL and cannot be changed, cancelled, refunded, exchanged or transferred to another individual. Change fees are not an option.
When should I check-in at the airport? AirAsia (AK), AirAsia Indonesia (QZ) and AirAsia Thailand (FD) check-in counters are open two (2) hours before the scheduled flight departure time. The counters close forty-five (45) minutes before the scheduled flight departure time.
AirAsia X check-in counters are open three (3) hours before the scheduled flight departure time. The counters close sixty (60) minutes before the scheduled flight departure time. Check-in deadlines may vary at different airports and for particular flights.
What kind of documentation required for check-in at the airport? Domestic Routes: Adults are required to produce their identity card* or passport for all domestic flights. Parents/Guardians travelling with children should produce the original copy of the child's birth certificate** before they are allowed to board the flight.
Malaysian children traveling to East Malaysia: original birth certificates of children are required for entry to East Malaysia.
International Routes: All guests traveling on international routes must possess valid passports with at least six (6) months validity and the applicable valid visas. Such guests shall posses a return on an onward journey ticket.
* Identity cards are valid identification only in their countries of issuance. ** The following shall qualify as identity cards for children: MyKid for Malaysia, Thai National ID card for Thailand and the Kartu Keluarga for Indonesia.
Travel Documents: You are responsible for obtaining and must have available all entry and exit, health and other documents required by law, regulations, order, demands or requirements of the countries flown from, into or over. The airline reserves the right to refuse carriage to any guest who has not complied with, or whose documents do not appear to comply with, such applicable laws, regulations, orders, demands or requirements.
How much baggage can I carry on the plane? Only one (1) piece of baggage is allowed to be carried on board provided that it does not exceed the dimensions of 56cm x 36cm x 23cm and provided that it does not weigh more than 7 kg. Such baggage must fit under the seat in front of you or in an enclosed storage compartment in the cabin. Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted on board.
What is my baggage allowance? There is no free baggage allowance on AirAsia and AirAsia X. To continue to strive to keep AirAsia fares as low as possible, AirAsia believes that guests should be given the option to choose the services they require and pay only for those services. With each guest paying only for checked baggage weight they wish to travel with, this will mean lighter baggage weight onboard the aircraft. Lighter baggage weight would mean burning less fuel, less pollution, a better environment and it will also enable AirAsia to keep the basic fares low for all. AirAsia per-kilo excess baggage rates are also very competitive industry-wide. Please refer to the Fee Schedule in AirAsia website for details.
a.Please refer to the Fee Schedule in AirAsia website.
How do I book Special Service Requests (Pick A Seat, Baggage Supersize (checked baggage), Meals, Comfort Kits) for my flight? Special Service Requests (SSR) are chargeable and handled by the airline. Please contact the airline directly in advance of the departure date for any special request. Please provide your flight booking reference (available in the package Confirmation Slip) to book these services in advance.
What's the minimum number of days I can book for a package deal? You can book a minimum of one (1) night for hotel reservations only or a minimum of two (2) nights if your package includes travel.
What items are not allowed in my hand carry baggage? No sharp instruments including nail scissors, steel manicure nail files, razors, knitting needles, crochet hooks, or syringes (unless defined medical usage while on flight).
Does AirAsia provide any food and drinks on board? AirAsia flights offer an array of reasonably priced drinks and snacks for you to purchase on board.
How do I book a hotel room? Click here for book a hotel guide.
Are your hotel rates per room or per person? The rate shown on this website is per room up to a maximum of 2 adults, NOT per person (unless otherwise specified).
Does the rate include taxes and breakfast? The rate quoted includes room, breakfast, local charge and government taxes (unless otherwise specified) but does not include extras such as transfers, parking, mini bar, laundry, other meals consumed at F&B outlets or other hotel facilities (unless otherwise specified).
What is the difference in the room categories? Single room: A single room is designed to accommodate one person only. The room contains one single bed.
Twin room for sole use (sleeps 1): Contains two single beds or one double bed in the same room, to be occupied by one person.
Double room: A double room is designed to accommodate two people only. The room contains one queen/king sized bed.
Twin room: A twin room is also designed to accommodate two people only. The room contains two single beds.
Are extra beds/cribs available? Most hotels offer extra beds/rollaway beds and cribs (typically at a charge $30-$60 each per night). Some may have restrictions on what room types will allow extra beds. This may be listed on the Hotel Information page. If special requests are accepted, a section will appear on the "Guest Request" under the Hotel Reservation Information to insert such requests.
How many rooms can I book in one transaction? You can book up to 2 hotel rooms at one time. If you wish to book the same hotel after you have made a purchase, Go Holiday cannot guarantee that you will be able to get the same hotel as all Go Holiday bookings are subject to hotel availability. Room inventory is controlled by the hotel and each hotel may have different room availability.
At what stage do I make payment? Payment for the services requested must be paid in full by an acceptable credit card, online at the time of booking. Your booking is then subject to our Booking Terms and Conditions that you should read carefully prior to making a booking.
How do I pay for my bookings? Go Holiday currently accepts all Visa Cards and Master Cards
Do I have to make any further payments? When your hotel booking is confirmed, the amount is debited from your account and therefore no extra payment is required for your room charges only. However, you will need to pay the hotel directly for extras i.e. parking/dining/leisure facilities etc. The hotel will request for your credit card or cash deposit for these charges upon check in.
Who am I making the payment to? The payment is made directly to Go Holiday and to respective affiliate companies for affiliate products such as Hostel, Medic and Car.
Do I need a hotel confirmation? Yes, you must print your hotel confirmation and present it at the hotel during check-in.
How do I retrieve my booking? Use the "Check Booking" link provided.
Make sure you have first selected Flight + Hotel or Hotel on the booking window.
Please insert email address and last 3 digit of your credit card number used upon making reservation.
How do I change/amend after I have made a booking? All purchases are FINAL and cannot be changed, cancelled, refunded, exchanged or transferred to another individual. Change fees are not an option.
Go Holiday shall not be responsible for any booking which are not honoured by the hotel/ supplier due to changes made without Go Holidays prior approval.
Can I add rooms to my booked reservation? Go Holiday cannot guarantee that you will get hotel reservations at the same hotel if you book additional rooms at a later time. Hotel room is subject to availability upon making reservation. For example, if you book one room and get Hotel A and then book another room (with the exact same preferences), you could get Hotel B for this second booking.
Can I check-in later or leave earlier than the dates I booked? There will not be any reimbursements for the unused portion of your reservation even if you leave early or check-in early. All bookings made through Go Holiday are final and cannot be cancelled, refunded, changed, exchanged or transferred.
What determines a hotel's star rating? Go Holiday determines our star ratings by:
Visiting and inspecting properties each year
Carefully benchmarking our star ratings against those of other travel sites and ratings authorities
Soliciting guest feedback following every stay and adjusting our ratings accordingly
How can I find a place to stay with specific facilities? The information on the facilities of a hotel is available via More Info button at the hotel selection page. The More Info Page will allow you to see the facilities offered by each property. You can choose the place you want to stay based on amenities that best suits your needs - e.g., pool, gymnasium, proximity to golf courses or access to the beach.
Please take note that some facilities are not included in your Go Holiday rate but are chargeable upon use (e.g., use of the fitness and business center, spa visits). Please contact the property directly if you have questions about specific facilities.
How do I obtain directions to the hotel? The location information of the hotel is sometimes listed on the More Info page. This can identify the distance from the hotel to certain landmarks or the airport.
What if my plans change and I don't need my hotel reservation? Once you click the "Proceed to Booking" button and complete your transaction, the hotel reservation is yours to keep. Your credit card will be charged for the total amount shown, regardless of whether or not you check into the hotel. All bookings made through Go Holiday are final and cannot be cancelled, refunded, changed, exchanged or transferred.
Can I change the name under which the hotel room is reserved? No. The person whose name the room is booked under originally will need to be present at time of check-in. The hotel will require a credit card authorization to guarantee payment of any incidental charges that you may incur during the stay. The amount of available credit needed will vary by hotel, although some hotels allow a cash deposit to secure any incidentals.
