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1. Can I reschedule my flight?

• If the flight is non-reschedulable, once the booking is confirmed, the flight ticket cannot be changed.

• If the flight is reschedulable, you may request a reschedule by contacting Shopee Customer Service at least 72 hours before the scheduled departure.

• An administrative fee of RM60 per person, per flight will be charged by Airpaz for any rescheduling of a confirmed booking.

• Please note that additional charges may be imposed by the airline, determined at the airline’s sole discretion and are separate from Airpaz’s fees.

• All reschedule requests are subject to the airline’s policies and approval.
  
  

2. Can I change my ticket details (passenger name)?

• Any changes to the passenger(s)’ details on the eTicket are subject to the policies and approval of the airline.

• Please ensure all passenger details are accurate before finalising your booking.
  
  

If changes to passenger names are required:

• Contact Shopee Customer Service for assistance, and submit your request at least 72 hours before departure.

• Name change requests are subject to the applicable airline’s policies and approval.

• Name changes up to four (4) characters are not subject to administrative charges.

• Name changes exceeding four (4) characters, or adding/removing names, are subject to an administrative fee of RM60.

• Additional airline charges may apply.
  
  

3. Can I cancel my flight booking and be eligible for a refund?

• Contact Shopee Customer Service for support. All refund requests must be submitted at least 72 hours before the scheduled departure, and are subject to the airline’s policies and approval.

• A non-refundable administrative fee will be charged by Airpaz. The airline may also impose a cancellation fee, which can be up to 100% of the booking amount.

• If the cancellation and refund request is approved by the airline, Airpaz will issue a digital voucher in the refund amount (as determined by the airline), via email, for use only on the Airpaz website (www.airpaz.com).

• The Refund Voucher is valid for one (1) year from the date of issuance and can be used once only.

• Any remaining balance after usage will not be refunded.

• If you used a voucher or Shopee Coins, these will not be returned or refunded.
  
  

4. How long does it take to process my refund request?

• Refund processing time is between 45 to 180 days from the date your request is submitted, subject to the airline’s policies.
  
  

5. What happens if my flight is cancelled by the airline?

If your flight is cancelled, Airpaz will contact you with available options. The airline/Airpaz may:

• Offer an earliest available flight on the same airline, subject to seat availability.

• Offer a reschedule option without additional charges, depending on your booking date.

• Issue a Refund Voucher, valid for one (1) year from issuance, for future travel on Airpaz. This is a single-use voucher. Any unused balance will not be refunded.

• Offer a cash refund, credited to your bank account. This amount will be determined by the airline, minus a non-refundable administrative fee.
  
  

Note: If a voucher or Shopee Coins were used for the original booking, they will not be refunded.

Airpaz Customer Service Contact:
📧 Email: ticket@airpazz.com
📞 Phone: +60 3-2724 3805

6. What happens if my flight is rescheduled by the airline?

• If your confirmed flight is rescheduled less than two (2) hours from the original time (before or after), refund or rescheduling is not allowed.

• If your flight is rescheduled more than two (2) hours before or after the original time, you may:

  • Request a reschedule, subject to the following:

    • If the new flight fare is lower, no refund for the difference will be given.

    • If the new flight fare is higher, you must pay the difference before the reschedule can proceed.

    • Change of destination is not allowed.

  • Request a refund, subject to the airline’s policies. If approved, refund will be issued as an Airpaz Refund Voucher.
    
    

Airpaz Customer Service Contact:
📧 Email: ticket@airpazz.com
📞 Phone: +60 3-2724 3805
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7. Can I cancel or reschedule my flight after check-in?

• No. You are not allowed to make any changes after checking in, whether online or at the airport.