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Frequently Asked Questions (FAQ)
If your questions are not answered here, feel free to contact our support team at askbig@airasiabig.com
What is BIGLIFE (deals.airasia.com)?

AirAsia guests can now book the best local tours, attraction tickets, and unique experiences through the BIGLIFE platform. Plan and book your trip in minutes with over 15,000 activities in more than 80 destinations throughout Asia Pacific.

What type of on-ground activities do you offer?

Types of activities will depend on the destination you are travelling to. BIGLIFE offers the following travel products: tours, entrance tickets, multi-day packages, events, spas and dining experiences. Are your activities available to all destinations AirAsia flies to?Activities on deals.airasia.com are available for purchase to all AirAsia customers travelling to any of our listed destinations. If you search through deals.airasia.com, you will be able to check the available destinations you can book activities for.

How can I contact you?

You can reach us via email at askbig@airasiabig.com (24/7) to support your booking questions—we typically respond to emails within 24 hours.

Can I make a booking over the telephone?

BIGLIFE is a complete online booking service, thus we are unable to support bookings over the phone.

I don't know what date I'm traveling yet, can I book an activity and leave it open-dated?

The majority of activities found on BIGLIFE must have a pre-booked date designated in order for the travel supplier to cater for passengers. Exceptions to this are certain attraction tickets, hop on/hop off buses and certain trolley tours. This information will be mentioned on the activity page under the ‘Additional Info’ section.

What is included in the price of the activity?

This will be detailed in the ‘Inclusions’ section on the activity page. What is included in the price may differ with each activity booked.

Are prices displayed per person or per group?

Prices displayed on most activities are quoted per person unless otherwise stated on the activity page.

How many activities can I pre-book at a destination?

You can book as many activities as you wish at a destination. However, please ensure that there is sufficient time between activities to allow for travelling to the next meeting point.

Can I book activities when I get to my destination?

BIGLIFE can only be booked online. It is recommended that customers pre-book their activities to avoid disappointment as many of the activities are popular, and can be sold out early.

Is there any discount for pre-booking multiple activities in one booking?

We partner with multiple travel providers across Asia Pacific and each booking is made separately with each travel provider. Therefore, we’re unable to offer bulk discounts for multiple activities booked at the same time.

What is the maximum number of guests that can be made for a booking?

A maximum of 9 travellers per booking can be made at any one time. If you have more than 9 travellers in your group, please split your reservation in two bookings, keeping in mind that some tours require at least two participants per booking. Most of the activities are specialized for independent travelers and small groups, thus we cannot guarantee that travellers in large groups will be seated together.

If I am not going for the activity, can I still book the activity for others in the group?

Sure! Booking an activity can be made for other travellers in the group. However, the traveller whose name is printed on the booking reference or voucher must be able to produce a valid photo ID on the day of the activity.

Is travel insurance included in the price of the activity?

In most cases, travel insurance is not included in the price of the activity and is not available to purchase on deals.airasia.com. We recommend customers to purchase travel insurance and seek the advice local licensed travel agents or insurance companies for quotations.

I'm getting errors or blank pages when trying to book, what is the problem?

Errors can often occur as some pages may be "cached". We recommend you "refresh" or "reload" your page and try again. If you are still experiencing difficulty, please contact BIGLIFE Customer Support at askbig@airasiabig.com. Please include the site URL you are on, the exact error message you are receiving as well as the page you’re encountering the error.

What languages are available for this tour?

The majority of the activities offered are available in English only. If another language is available, this will be mentioned on the activity page.

Do activities include pick up from the airport?

Most activities do not offer airport pick ups. Most city airports are located well away from the city centre and local operators cannot offer a pick up service from these areas. If an activity does offer airport pick ups, this information will be stated on the activity page.

Do you have any existing promotions or promo codes?

From time to time, we offer promotions and discounts for selected activities and/or destinations. To receive updates on promotions, special deals or exciting campaigns, signed up on deals.airasia.com and you’ll be among the first to know.

How do I change the currency displayed on the site?

You can change the currency at the footer of the website by clicking on the drop-down currency selector. Alternatively, you can also change your currency by clicking the menu button on the top left of your screen and scrolling down to the currency.

How do I pay for the on-ground activities?

You can pay using your credit card, Paypal account or direct bank transfer (customers in Malaysia only). Prices are quoted in your selected currency as indicated upon checkout and on the payment page.

Is it safe to enter my credit card details?

Your credit card number is transmitted by SSL (Secure Sockets Layer) directly to a secure electronic vault, and the little ‘padlock’ icon on your browser confirms this. At no time is your credit card information stored on our servers.

Why do I keep getting an error when paying through credit card?

Bookings are processed automatically and all credit card transactions are 100% secure. If your credit card is generating a consistent error, verify that your card has not expired. You may also contact the card issuer to confirm your monthly spending limit has not been exceeded. Otherwise, we recommend you complete the booking using a different credit card. For further assistance, please email the BIGLIFE Customer Support team at askbig@airasiabig.com.

How do I know if my activity bookings are successful?

You will receive a receipt email once you have completed your booking on deals.airasia.com. Also, once your payment is complete, you will be redirected to a confirmation page communicating that the booking was successful.

Where can I find the complete BIGLIFE terms and conditions?

This can be found at the checkout panel once you have clicked Checkout. Customers must select that they have read the T&Cs before proceeding with booking. Beside this option, a link to the T&Cs is provided for the customer to read. You can also find this information by clicking ‘Legal Stuff’ at the footer of the website.

Can you please help me check if my booking was processed?

Sure, please email the BIGLIFE Customer Support team at askbig@airasiabig.com with your name and login email address so that we can check your booking status and provide you an update of your booking. It would be helpful to provide your payment receipt ID and/or booking reference number(s).

When will I receive confirmation of my booking(s)?

The confirmation process depends upon the booking conditions. These are explained in the ‘Additional Info’ section on the activity page. Most activities are confirmed at time of booking, however others will be advised to you within 12–48 hours. If confirmation or otherwise is not received within 48 hours, please contact the BIGLIFE Customer Support team via email at askbig@airasiabig.com.

Do I need to print my booking references or vouchers?

We recommend that you always print and bring a paper copy of your voucher, although some activities will accept an electronic voucher. This will be clearly stated in your voucher under the heading ‘Voucher Requirements’.

It has been 48 hours since I booked. Why have I not received a confirmation?

In rare cases, confirmations may take a little longer than 48 hours, particularly over weekends and public holidays. We will do everything possible to secure a confirmation. Please contact the BIGLIFE Customer Support team via email at askbig@airasiabig.com if you have not received your confirmation within 48 hours.

How will I know the details of the local service provider?

Details of the local service provider, including contact information, will be provided in your confirmation email or voucher that is received once your booking is made. Due to a shared policy among our partners, we are only able to provide local operator details with you once your booking is made.

What is the cancellation policy?

This information can be found in the ‘Additional Info’ section on the activity page. If the guest has a confirmed booking, this information is also located under the Additional Information section on his/her booking reference/voucher.

Unless specifically mentioned in the activity page, the following cancellation policy shall apply:

  • Event, Attraction, Theater, Show or Coupon Ticket
  • These are non-refundable in all circumstances.
  • If you cancel at least 7 calendar days in advance of activity date, there is no cancellation fee.
  • If you cancel between 3 and 6 calendar days in advance of activity date, you will be charged a 50% cancellation fee.
  • If you cancel within 2 calendar days in advance of activity date, you will be charged a 100% cancellation fee.
  • When can I expect the refund amount to be credited back to my credit card / bank account?

    Once you have received an email confirming the refund has been processed, it will take 7 – 10 working days to be transferred back to your method of payment or bank account.

    How do I change or cancel my booking?

    To change or cancel your booking, simply email askbig@airasiabig.com with your booking details and the BIGLIFE Customer Support team will assist you further. Please include your booking reference number or payment receipt ID when contacting us.

    Is there any charge to change a booking?

    There may be a charge if a customer decides to change the date of a booked activity. If a customer would like to change traveller names, there is no charge.

    What if I want to change the option selected for my activity?

    This will be treated as a cancellation and a request must be made to askbig@airasiabig.com. The BIGLIFE Customer Support team will assist the customer in cancelling the booking and ensuring a refund is processed, before proBIGLIFEng further instructions on how to rebook the activity.

    In the event of illness, what do I need to do to receive a refund of my booking?

    You may be in a position to receive a refund of your booking, however, you must send a medical booking reference to askbig@airasiabig.com and the BIGLIFE Customer Support team will be able to advise you further on your request.

    In the event of bereavement, what do I need to do to receive a refund?

    You may be in a position to receive a refund of your booking(s), however, you must send the Death booking reference to askbig@airasiabig.com and the BIGLIFE Customer Support team will be able to advise you further on your request.

    When will I receive my refund?

    If you have recently submitted a claim for a refund, please be assured that the BIGLIFE Customer Support team will be processing your request as quickly as possible. However, this process can take up to 20 working days. You will be notified once your refund has been processed. You can contact the BIGLIFE Customer Support team at askbig@airasiabig.com

    My flight was cancelled, what should I do about my activity booking?

    If your flight has been cancelled, you will need to contact the local service provider of the activity to cancel or change your booking. You can find the local provider’s contact details on your confirmation email and/or voucher.

    If you need further assistance, please contact the BIGLIFE Customer Support team at askbig@airasiabig.com or +603 2380 9696.

    My flight was delayed, what should I do about my activity booking?

    If your flight was delayed and you are unable to make it in time for your activity, you will need to contact the local service provider of the activity to cancel or make alternative arrangements. You can find the local provider’s contact details on your confirmation email and/or voucher.

    If you need further assistance, please contact the BIGLIFE Customer Support team at askbig@airasiabig.com or +603 2380 9696.

    Will I get a monetary refund on my activity booking if AirAsia has cancelled my flight?

    Please contact the BIGLIFE Customer Support team in advance and cancel your activity booking(s) once AirAsia has cancelled the flight. The BIGLIFE Customer Support team will advise you further on the eligibility of your refund request.

    How can I contact you?

    BIGLIFE via email at askbig@airasiabig.com (24/7) to support your enquiries—we typically respond to emails within 24 hours.

    I haven’t received my booking confirmation, what should I do?

    Once you have completed your booking, you will receive a confirmation of your booking within 48 hours via email. Please check if the email accidentally landed in your spam folder. If you haven’t received the confirmation email, please contact the BIGLIFE Customer Support team at askbig@airasiabig.com

    I’m leaving for my trip soon and may not have access to my emails. How do I receive confirmation and my voucher?

    Please contact the BIGLIFE Customer Support team at askbig@airasiabig.com and advise your booking reference Number and the name, phone and email of the hotel/accommodation you will be staying at. We will advise by phone or email if your booking is confirmed and if so, send your confirmation voucher to the email provided. Please note this option is only available for confirmations close to the departure date.

    My booking status is “pending”, what does this mean?

    This means that we still have to confirm the availability of the activity with the local service provider. Once confirmed, your voucher will be made accessible to you. In cases where the activity is not available, we will contact you to advise you accordingly.

    In the event you wish to cancel your booking at this stage, you can do so free of charge by emailing askbig@airasiabig.com and we will assist you further.

    My booking status is “rejected”, what does this mean?

    This means that the travel provider could not confirm the availability of the activity. In this case, we will contact you to discuss alternative options which may include booking a different activity or cancelling your booking.In the event you wish to cancel your booking at this stage, you can do so free of charge by emailing askbig@airasiabig.com and our customer support team will be on hand to process your refund immediately.
    If my activity does not include hotel pick up, where can I find the meeting point for my activity?

    This will be clearly stated on your booking reference, along with the contact number of the local service provider. You can contact the service provider if you need directions or assistance in finding the meeting point.

    What are the required documentation that I need to provide?

    All the required documents will be detailed in your booking reference. Most important is to have your booking reference, valid photo ID, and in rare cases the credit card used to make the booking.

    What do I do with the booking reference or voucher?

    We recommend that you always print and bring a paper copy of your booking reference. Your booking reference is unique to your booking and is your proof of purchase. It must be presented together with valid photo ID (i.e. passport, driver's license, etc.) upon commencement of your selected activity, or used to redeem your ticket. There may be separate instructions on your booking reference under the Important Information section, please read these in advance of your activity date.

    Do I need to show a photo identification (ID) in order to join the activity?

    Yes, you may need a valid photo ID such as a passport, driver's license or any other form of identification which displays a current photo of the lead traveller in the booking.

    Do children or other travellers in my group require a photo ID?

    No, children and other travellers in the group do not require a photo ID. Only the lead traveller or the traveller whose name is stated on the voucher may be required to provide a photo ID to redeem the voucher.

    Our names on the booking are different from those on our Photo ID's

    This will not be a problem as long as you have some sort of valid secondary ID that is the same as the name you have booked your activity under. If this is not the case, please email askbig@airasiabig.com to amend your details.

    Can I get dropped off after my activity to my hotel or in the city?

    This depends on the local service provider and must be requested directly to them on the day of your activity. Most travel providers can drop you to a major hotel or city location, depending on their schedule on the day. You must check directly with them at the destination, prior to or on the day of travel.

    What time will my activity start/depart?

    The start time of your activity can be found in either your confirmation email or booking reference/voucher under the heading ‘Tour Details’.

    I will not arrive in time to confirm 24 hours in advance, what do I do?

    Reconfirming 24 hours in advance is mandatory with some activities, and recommended for others. Please refer to the instructions on your booking reference/voucher for details. If you will not be arriving at your destination in time to reconfirm within 24 hours, please reconfirm with the local service provider prior to this time as there may be changes to your departure time and location.

    What if I need to change the date of my activity?

    Changing the date of your activity at the last minute may carry heavy cancellation and amendment penalties. If you need to change the date of your activity at the last minute, please contact the local service provider and notify them of this request. There is no guarantee that they will be able to accommodate your request as they may already be fully booked.

    What do I do if I am delayed for my tour?

    Refer to the contact details listed on your booking reference/voucher and contact the local service provider for instructions. There is no guarantee that you will be able to join your tour on a later departure, as they may be fully booked. Please allow sufficient time, whenever possible, to reach the departure point in time for your tour.

    What happens if it rains, or if the local service provider cancels on the day?

    Unless the weather directly affects the activity you have booked, all travel services will operate as scheduled. In the case where a service provider cancels the activity on the day, please notify the BIGLIFE Customer Support team at askbig@airasiabig.com, including your activity name and booking reference (booking reference number), and a refund will be processed back to your accordingly.

    What happens if I do not show up on the day?

    This may incur heavy cancellation and amendment penalties. Please select your travel activities carefully and read through all the important information stated on the activity page and in the T&C link at the bottom of most pages. If you are unable to show up for your tour, please contact the BIGLIFE Customer Support team at askbig@airasiabig.com who will advise the local service provider on your behalf. You may be able to claim reimbursement through your travel insurance depending upon your circumstances. Please contact your travel insurance company for further details.

    BIGLIFE Customer Support Information:

    Email: askbig@airasiabig.com (available 24/7; replies within 24 hours)

    I am not happy with the service provided by the local provider, who should I complain to?

    Please email askbig@airasiabig.com with your booking reference number and detailed complaint. The BIGLIFE Customer Support team will contact the local travel provider to investigate your claims, and within the limits of reason, provide you a resolution to the best of its abilities.

    Can I request for a refund if I’m not satisfied with the activity?

    Please email askbig@airasiabig.com with your booking reference number and details of your experience, including any supporting documents that justify your claim. The BIGLIFE Customer Support team will contact the local travel provider to investigate your claims, and within the limits of reason, provide you a resolution to the best of its abilities.

    Can I receive a refund for an activity if I did not show up for it?

    Please note that instances like these may result in heavy cancellation and amendment penalties. Please select your travel activities carefully and read through all the important information stated on the activity page and in the T&C link at the bottom of most pages. You may be able to claim reimbursement through your travel insurance depending upon your circumstances. Please contact your travel insurance company for further details.

    How can I provide feedback on my experience?

    You can review and rate your experience through a feedback email that is sent after your experience. You can also contact the BIGLIFE Customer Support team via email at askbig@airasiabig.com to provide your feedback. We greatly value all feedback and comments.

    How do I book activities for my next trip?

    Simply visit deals.airasia.com and search for activities!