Premium Up - Frequently Asked Questions

THE BASICS


What is Premium Up?

Premium Up is your chance to request for an upgrade to Premium Flatbed on an Air Asia X flight at a great price that suits your budget.

How does Premium Up work?

It's a simple 3-step process:

    1. Request an upgrade by clicking on the link in the offer email or by entering your details on premiumup.airasia.com
    2. Review and submit your request
    3. You will be notified via e-mail if your request is accepted or declined at least 24 hours before your scheduled departure time.

What is the price of an upgrade with Premium Up?

You can Upgrade at a price that suits you. The cost of the service is the amount you define when making the request and is charged on top of an already purchased booking (no additional fees apply).

A minimum price may apply depending on route and availability. This will be clearly shown during the request process.

Air Asia X retains sole discretion to set or adjust the minimum price whenever it deems it appropriate.

When is Premium Up offered?

AirAsia X Premium Up is only available if:

    - you are a passenger with a valid Air Asia X booking
    - there are available Premium Flatbed seats which Air Asia X has deemed eligible for Upgrade

Please note, Air Asia X retains the sole discretion to decide which flights, bookings and passengers are eligible for Premium Up.

What are the Terms and Conditions when using Premium Up?

You can view the Premium Up Terms & Conditions here.

Why are Premium Up requests not guaranteed? What does the confirmation depend on?

Premium Up is not guaranteed because availability depends on other passengers’ requests and the quantity of Premium Flatbed seats available on the particular Air Asia X flight concerned. We also consider a range of other factors when accepting or denying a request (e.g. the original flight price and added services in the original flight booking).

What's the difference between a standard Premium Flatbed booking and the Premium Up service?

Unlike fixed-price Premium Flatbed upgrades (made through Manage my Booking on AirAsia.com or at the check-in desk), Premium Up requests are not confirmed at the time of submission and are subject to availability.

Once you have booked your flight, you can request Premium Up at your convenience on PremiumUp.AirAsia.com or via the Premium Up email you receive. If your request is accepted, you can enjoy the full Premium Flatbed experience.

Who provides this service?

This service is provided by AirAsia X in partnership with Caravelo and can be requested on PremiumUp.AirAsia.com, after purchase of your economy class flight with Air Asia X.

THE BENEFITS


What's in it for me? Why should I request a Premium Up?

With Premium Up you can get a premium service at your desired price! Once you have booked your flight, you can request for an upgrade on a standby basis. Remember you'll only be charged if and when your bid is accepted. We are sure that you will love the superior experience we offer with our Premium Flatbed cabin.

What are the benefits that come with Premium Up?

Premium Up comes with a lot of benefits:

    - Spacious seat that reclines to become a full flatbed
    - 40kg of checked baggage for all your storage needs
    - Complimentary meal, snack and drink
    - Pick a seat
    - Pillow and duvet
    - Premium Flatbed Counter
    - Priority Boarding
    - Priority Baggage
    - AirAsia Premium Red Lounge Access (if you’re departing from klia2)
    - Xcite Inflight Entertainment and Sony noise-cancelling headphones (except on flights to/from Bali, Saudi Arabia and between Taipei and Osaka
    - Travel Insurance by Tune Protect

Why pay so little for Premium Up?

Premium Up comes at a great price because it is subject to availability and can only be confirmed shortly before departure.

THE PROCESS


Is there a deadline for placing my Request with Premium Up?

The deadline for placing a Premium Up Request is 26 hours before departure. Requests cannot be entered or modified after the deadline has passed.

Can I use Premium Up for only one of my flights?

Yes, you can request for different AirAsia X flights individually.

Can I modify or cancel my Premium Up Request?

Yes, you can modify or cancel your Request up to 26 hours before departure.

However, please note that after your Request is accepted or declined, no changes, cancellations or refunds are possible.

What happens if my Premium Up Request is accepted?

If your Request is accepted, your selected AirAsia X flight will be upgraded to Premium Flatbed and you will get to indulge in a premium flying experience! At this moment your credit card will be charged. You will then be able to check-in for your flight.

What happens if my Premium Up Request is declined?

If your Request is declined, your AirAsia X booking remains unchanged and no charge will be made.

Can I submit a new Premium Up request after having a previous request for the same flight declined

No, once your Request is declined you won't be able to place a new request for the same flight. However, you can still place a request for other eligible flights in the same booking.

When do I pay?

We take your card details and payment authorisation from you at the time you place your request. However, payment is only collected if and when your Premium Up request is accepted. You will be automatically charged the amount that you request. This amount is non-refundable once accepted.

If my Premium Up request is accepted, will my complete travel party be upgraded to Premium Flatbed?

You can only request Premium Up for your whole party together.
If your request is accepted, all passengers of your booking are upgraded to Premium Flatbed for the flight concerned.

When will I know if my Premium Up request is accepted or declined?

You will be notified by email at least 24 hours before the scheduled departure time of your flight.

What happens if I already purchased extras for the flight?

If you have already purchased meals, bags, or a seat reservation, these will be cancelled and no refund can be granted. Your booking will be modified to grant you the equivalent perks that come with Premium Up - 40kg baggage allowance, complimentary meal and a Premium Flatbed seat.

PAYMENT AND SECURITY


How can I view the status of my Premium Up request?

You can view the status anytime by accessing your Premium Up request on premiumup.airasia.com.

Are there any hidden fees?

There are no hidden fees whatsoever. The service you get is the only service you pay for. The full price you will pay if your request is accepted is the one indicated when you submit the request. If your request is rejected, you don't pay anything.

Air Asia X does not charge any credit or debit card fees. However, your card issuer may charge you commission or transaction fees over which Air Asia X has no control – please check with your card issuer.

Are my payment details stored safely?

Yes, your payment details are stored safely at all times according to the international payment standards and laws that prevail.