AirAsia encourages minimal contact check-in

Azlan Othman

AirAsia customers in Brunei Darussalam are advised to check-in via the airline’s website, mobile app or airport kiosks to avoid additional charges, the low-cost airline recently said.

Effective September 1, the move is aimed at encouraging travellers to minimise physical contact with staff amid the COVID-19 pandemic.

Travellers who do not check-in via the airline’s website, mobile app or airport kiosk will be charged MYR20 for domestic flights and MYR30 for international flights with some exceptions.

According to the low-cost carrier, they deployed contactless check-in kiosks and enhanced mobile app features for operational efficiency and guests’ convenience.

The fees can be paid by cash or credit card at the airport. Alternatively, guests can pre-book the counter check-in service by modifying their booking under on the AirAsia website or mobile app.

AirAsia Group Chief Operations Officer Javed Malik said, “We have seen a very high adoption of our self-check-in services through our website, mobile app and airport kiosks. The implementation of the counter check-in fees is a way to encourage guests to use these
digital technologies.

“In view of the COVID-19 pandemic, these service facilities have become crucial in minimising physical contact between guests and staff.

“In the past two months, thousands of guests on essential travel used our contactless travel procedures as we stepped up our safety and security measures for the health and safety of our guests and Allstars.”

The counter check-in fees are currently applicable to flights to Brunei Darussalam, Malaysia, Vietnam, Cambodia, Laos, Taipei, Kaohsiung, Honolulu (Hawaii). For Brunei Darussalam, the check-in fee for domestic flights is BND8 and BND11 for international flights.

There are exemptions for the counter check-in fees, including guests with reduced mobility, guests travelling with an infant (under 24 months of age) and young guests travelling alone (YPTA). The check-in fee is also waived for guests affected by schedule changes and flight cancellation.

If the check-in kiosks are not available or are out of service, the counter check-in fee will be waived. This includes guests who are unable to complete their web, mobile or kiosk check-in due to system error.

Exemption is also given to guests that purchased a seat upgrade, Big Platinum and Big Black members, Premium Flex and Flatbed guests, Red Carpet guests and guests on travel warrant and government bookings.