Frequently Asked Questions
GENERAL
What is airasia wifi?
airasia wifi is AirAsia’s onboard WiFi that offers in-flight entertainment, Internet services, and an e-commerce platform. Using your personal device, you can enjoy FREE access to wifi.airasia.com to watch movies, play games, read the travel360 magazine or grab some in-flight shopping deals, and more!
What do I need to use the WiFi service?
You will need your mobile phone or tablet with WiFi capabilities to use the service (laptops are currently not supported). To get connected, simply turn on Flight Mode on your mobile device and connect to Free AirAsia WiFi.
Once connected, you will be automatically redirected to visit the airasia wifi Portal at wifi.airasia.com to enjoy free in-flight entertainment or to purchase an airasia wifi Plan to get Internet access.
When can I start using airasia wifi during my flight?
You can start using airasia wifi once the aircraft reaches an altitude of 10,000 feet which is when the in-flight WiFi announcement has been made or the seatbelt sign is switched off.
Please note that the service will automatically turn off when the aircraft reaches below 10,000 feet. When flying within the territories of India, only in-flight entertainment will be available, while the Internet service will be switched off due to country regulations.
Is this service safe and approved for use on board the aircraft?
Yes, this service has obtained all aviation-standard approvals from the Department of Civil Aviation (DCA), Malaysia and Federal Aviation Administration (FAA), USA. It has also obtained telecommunication licensing from the Malaysian Communications and Multimedia Commission (MCMC), the telecommunication regulatory body of Malaysia.
How can I enquire further?
We'd love to hear from you! You can direct all queries and feedback to enquiry@rokki.com and we'll get back to you within 7 business days.
INTERNET ACCESS
How can I access the Internet?
You will need to purchase an airasia wifi Plan to get Internet access to surf the web or use your favourite apps. You can view the available plans and purchase by credit card at wifi.airasia.com during your flight.
What plans are available?
| Internet Plans | Descriptions |
|---|---|
| 10 MB | (Best for Chat Apps) Made for those who prioritize and only focus on texting. To fully optimize this plan, do not send and receive pictures and videos. |
| 20 MB | (Best for Social Media) For those who cannot live without social media, like Facebook, Instagram, Twitter, etc. To optimize this plan, ideally switch off auto-play for videos. |
| 50 MB | (Best for Emails & Browsing) For the workaholics who attend to emails and depend on browsing for research. |
| Unlimited Plan | Unlimited Internet Made for those who want to be connected throughout the flight without worrying about data exhaustion. Internet speed will be throttled to 128kbps upon reaching 70MB (L band) & 200MB (Ka band) |
Kindly refer to https://wifi.airasia.com/connectivity for internet plans pricing and BIG points for redemption.
What happens when I have reached the allocated data quota?
For 10MB, 20MB & 50MB - internet will be disconnected. To resume connection, please purchase a new plan. However for Unlimited Plan, user will throttle to 128kbps upon reaching 70MB (L band) and 200MB (for Ka Band).
NOTE: For seamless internet experience and better control of data usage, it is advisable to disable auto-download features on your device.
I have only used half of my plan’s data on this flight. Can I use the remaining data on another flight?
No. Once used, the plan is only valid for the duration of the single-journey flight on the WiFi-enabled aircraft.
If I have not used the plan I purchased, can I use it on my next flight?
Yes, plans purchased from wifi.airasia.com on ground (before your flight) can be used on other WiFi-enabled flights as long as the plan has not been activated. However, plans purchased during the flight by credit card cannot be used on other WiFi-enabled flights as it is automatically activated on your mobile device once the transaction is successful.
Is it safe for me to use my credit card to make a purchase on board?
Yes, it is safe as all credit card transactions made on board are secure. airasia wifi does not store any credit card data from transactions made.
Are there any additional charges for international credit card usage?
Some issuing banks may impose additional charges on all CROSS-BORDER transactions performed. CROSS-BORDER transactions are defined as transactions in which the country of the cardholder bank differs from the country of the merchant.
Please note that neither airasia wifi nor AirAsia is the party imposing the additional charges, and does not benefit from them. As per Visa and MasterCard rules and regulations, all issuing banks have to inform their cardholders if there are any such cross-border charges. Kindly liaise with your respective issuing banks if you wish for further clarification.
Do I have to pay the goods and services tax (GST)?
All prices indicated are inclusive of GST where applicable, especially to Malaysian domestic routes. Therefore, you do not need to pay extra beyond the advertised price.
I bought an airasia wifi plan but was unable to connect to WiFi. How do I request for a refund?
You can submit your request on the ‘HELP’ page of the airasia wifi Portal or email us at enquiry@rokki.com with the following details:
Full name and contact information
Flight details including PNR number
Plan type (e.g., 10MB, 20MB, 50MB, Unlimited Plan)
Brief description of the issue encountered
IMPORTANT: We do not provide refunds for change of mind after purchase, plan has expired or plan has been used with usage exceeded 1MB.
What is the Internet connection speed?
Collectively, the service is capable of providing speeds of up to 9 Mbps. Actual speed performance may defer subject to the following:
Device being used for the connection
Number of active users on the same flight
The site and server being accessed
Satellite connection and speed
Does all WiFi aircraft have the Internet access?
No, not all WiFi enabled aircraft have Internet access. Some may only have FREE in-flight entertainment and shop only which the product will be known as “airasia wifi lite”.
FREE IN-FLIGHT ENTERTAINMENT
How can I access the free in-flight entertainment on board?
You can access free in-flight entertainment by connecting to airasia wifi on your personal device and visiting the airasia wifi Portal at wifi.airasia.com during your flight.
Do I need to purchase an airasia wifi Plan to watch the videos on the airasia wifi Portal?
No, the video streaming service and other in-flight entertainment offerings such as the travel guides and magazines are absolutely free. airasia wifi Plan is not required to access the free entertainment services.
Will streaming videos that are on airasia wifi portal consume data from the airasia wifi Plan that I have purchased and activated?
No. All airasia wifi in-flight entertainment services (including videos) are available for free to passengers and does not require any Internet connectivity.
When can I start enjoying the free in-flight entertainment during my flight?
You can start using airasia wifi once the aircraft reaches the altitude of 10,000 feet which is when the in-flight WiFi announcement has been made or when the seatbelt sign has been switched off.
Note: Videos will be temporarily interrupted during in-flight PA announcements.
EARN & REDEEM AIRASIA BIG POINTS
How do I earn and redeem BIG Points on airasia wifi?
You must sign in to your BIG Membership in the airasia wifi Portal. Once signed in, you will be able to earn and redeem BIG Points for all your purchases made on airasia wifi (inclusive of airasia wifi Plans and e-commerce products).
How do I sign in to my BIG Membership in the airasia wifi Portal?
You can sign in to your BIG Membership by following the steps below:
Step 1: Connect to ‘Free AirAsia Wifi’ on your personal mobile device during your AirAsia flight
Step 2: Select ‘Sign In’ in the menu bar
Step 3: Enter your BIG Membership information
Step 4: Start shopping to earn and redeem BIG Points!
Can I use BIG Points to pay for my purchases made on airasia wifi?
Yes, you can use BIG Points as a form of payment for your purchases made on airasia wifi. Any deduction of BIG Points as a form of payment is only available in predetermined blocks of 125 BIG Points (Conversion rate: 125 BIG Points = RM 1).
How many BIG Points will I earn from my purchases made on airasia wifi?
You will earn 1 BIG Point for every RM2 spent on all your inflight purchases made with debit or credit card on airasia wifi. For e-commerce transactions, earning shall only be applicable on the final amount paid excluding the shipping fee.
For other transactions, earning points shall be credited based on FINAL transaction amount paid.
When will the BIG Points I earned from my purchases be credited into my account?
Internet Plans: Within 7 days from the date of purchase
Other products: Within 90 days from the date of purchase
I have not received the BIG Points for my purchases. What can I do?
For enquiries and disputes regarding BIG Points, please email askbig.loyalty@airasiabig.com.
Shop on airasia wifi
What is Shop on airasia wifi?
Shop on airasia wifi is an e-commerce platform that offers special online deals for guests on board AirAsia.
How do I shop?
Step 1: Browse through the catalogue and add to cart
Step 2: Complete the checkout process
Step 3: Pay via credit card / BigClick / Union Pay / Alipay
Step 4: View order confirmation
Duty Free items: Call cabin crew and flash order summary to collect item
Airport collection items: Go to the specified store and flash your order summary and ID (passport/Malaysian IC) for verification purposes to the store assistant and collect your item.
Items that require shipping: Confirmation email will be sent
Can I shop on ground / before I fly?
No, orders can only be placed once you are connected to airasia wifi during your flight.
Order & Payment
How do I know if my payment is successful?
You will be automatically redirected to the Order Confirmation page with your order summary once your payment is successful.
What happens after the payment is completed?
Duty Free items: Call cabin crew and flash order summary to collect item
Airport collection items: Go to the specified store and flash your order summary and ID (passport/Malaysian IC) for verification purposes to the store assistant and collect your item.
Items that require shipping: Confirmation email will be sent
I did not receive my order summary email, what do I do?
If you have provided us with your email address and did not receive the order summary after 24 hours of placing your order, please contact enquiry@rokki.com with the following details:
- Date and time of purchase
- Flight no.
- What was purchased
- Issue (e.g., order summary not received)
How can I view my purchase history?
Step 1: Select the airasia wifi menu bar on the top left of the home page
Step 2: Select Order and retrieve your order summary and purchase details
What are the available payment methods?
We only accept credit card (Visa and Mastercard), BigClick, Alipay and Union Pay. Cash is not accepted.
In what currency will my credit card / BigClick / Alipay / Union Pay be charged?
All items will be charged in MYR (Malaysian Ringgit).
There is a discrepancy in the order confirmation (or other issues). What can I do?
You can contact us by selecting Get Help in the order confirmation page or email enquiry@rokki.com with the following information:
- Date of purchase
- Flight number
- Order summary (if applicable)
- Description of the issue faced
Product Information
What is the shopping bag feature?
Adding items to your shopping bag allows you to save your items for later while you browse other items. It also allows you to add multiple items and pay in one transaction.
How can I ensure that the item is genuine?
We are committed to ensure customer satisfaction. All merchants on airasia wifi have been stringently evaluated, and only authorised merchants and authentic merchandise are available on airasia wifi.
How do I know if my item is available or in stock?
The number of stock available can be found under each product description. However, certain services such as travel deals may require 12-48 hours to confirm availability with the travel service provider upon processing your order. Kindly refer to the product description of each item for detailed information.
Do the items come with a warranty?
The availability of a warranty for each item is subject to the merchant’s own terms and conditions. All warranty claims must be made directly with the merchant.
I have an issue with the item I ordered. Who should I contact?
For all product-related enquiries, please contact the merchant directly. In the event you are unable to reach the merchant, drop us an email at enquiry@rokki.com and we will connect you to to them directly.
How do I know if my order is to be collected in-flight, picked up at the airport, or shipped to my delivery address?
The fulfilment method is indicated on the item page and the order history page.
For items that require in-flight collection: Please call the cabin crew and flash your order summary to receive the item.
For items that require airport collection: Please view your item page or order summary to find out which store at the airport your item can be collected from.
For items that require shipping: Please check your email for the order confirmation and tracking information.
In-Flight Collection (Duty Free)
I bought Duty Free item(s) on the airasia wifi Portal. How can I collect the item on board?
Upon completing your purchase, you will be automatically redirected to the order confirmation page with your order summary. Kindly call the cabin crew and flash your order summary to collect the item.
How can I get my order summary?
You can download the order summary PDF from the order confirmation page. A copy of the order summary will also be sent to the email address you provided.
I bought Duty Free item(s) for in-flight collection but am unable to view the order confirmation page and retrieve my order summary. What can I do?
Step 1: Ensure your mobile device is connected to airasia wifi. Refresh your browser or visit wifi.airasia.com
Step 2: Select the airasia wifi menu bar on the top left of the home page
Step 3: Select Order and retrieve your order summary and purchase details
I am still unable to retrieve my order summary on board. Can I still collect my Duty Free item(s)?
The cabin crew can only provide you the item(s) after verifying your order summary from the order confirmation page. Please email enquiry@rokki.com with the following details and we will refund you upon verification:
- Date and time of purchase
- Flight no.
- Item purchased
- Reason for refund (e.g., item not received)
What are the duty-free allowances for each country and item type?
ALCOHOL
| Country | Allowances | Age |
|---|---|---|
| Brunei | 2 bottles (2 litres) of spirits or wine and 12 tins (330 ml) of beer - except for Muslims | 17 years or older |
| Cambodia | 2 litres of wine | 18 years and above |
| China | No more than 1500ml of alcoholic drinks (containing 12% or above alcoholic content); | - |
| Hong Kong | No limit for wine and liquor below 30% vol. 1 litre of alcoholic liquor above 30% vol | 18 years or older |
| India | 2 bottle of alcoholic liquor or wine; (1 litre each) | 17 years of age and older |
| Indonesia | 1 litre of liquor; | above 18 years of age |
| Laos | 2 bottles of wine; 1 bottle of other alcoholic beverages | - |
| Macau | 1 litre of beverage of alcoholic strength by volume exceeding 30% vol.; | - |
| Malaysia | Wine/spirit/malt/liquor not exceeding 1 litre. | - |
| Myanmar | Varieties of liquor not more than 2 litres | - |
| Philippines | 2 bottles alcoholic beverages of not more than 1 litre each | 18 years of age and over |
| Singapore | spirits, wine and beer not exceeding 1 litre each; or 2 litres of wine and 1 litre of beer; or 1 litre of wine and 2 litres of beer. | 18 years of age or older |
| Sri Lanka | 1.5 litre of spirits and 2 bottles of wine; | over 18 years of age |
| Maldives | No allowance | - |
| Taiwan | one bottle (not exceeding 1 litre) of alcoholic liquor | over 20 years of age |
| Thailand | 1 litre of liquor | - |
| Vietnam | 1.5 litres spirits for above 22% Vol ; 2 litres Liqour for up to 22% Vol | 18 years of age and older |
TOBACCO
| Country | Allowances | Age |
|---|---|---|
| Brunei | No allowance | - |
| Cambodia | 400 cigarettes, or 100 cigars, or 400 grams of tobacco | 18 years and above |
| China | Max. 400 cigarettes, 100 cigars and 400 grams of tobacco | - |
| Hong Kong | 19 cigarettes or 1 cigar (or 25 grams of cigars) or 25 grams of other manufactured tobacco | 18 years or older |
| India | 100 cigarettes or 25 cigars or 125 grams of tobacco | 17 years of age and older |
| Indonesia | 200 cigarettes or 25 cigars or 100 grams of tobacco | above 18 years of age |
| Laos | 500 cigarettes or 50 cigars or 250 grams of other tobacco | - |
| Macau | 19 cigarettes or 1 cigars or 25 Gram of tobacco or an assortment of these products not exceeding 25 Gram | - |
| Malaysia | Tobacco not exceeding 225 grams (equal to 200 sticks of cigarettes). | - |
| Myanmar | 400 cigarettes or 50 cigars or 250 grams tobacco | - |
| Philippines | 400 cigarettes or 50 cigars or 250 grams of pipe tobacco | 18 years of age and over |
| Singapore | No allowance | - |
| Sri Lanka | No allowance | - |
| Maldives | 200 cigarettes or 25 cigars or 250 grams tobacco | over 16 years |
| Taiwan | 200 cigarettes or 25 cigars or 500g of tobacco | over 20 years of age |
| Thailand | 200 cigarettes or 250 grams of tobacco or equal weight of cigars | - |
| Vietnam | 200 cigarettes, or 100 cigars or 500 grams of tobacco | 18 years of age and older |
PERFUME
| Country | Allowances | Age |
|---|---|---|
| Brunei | 60 ml perfume | 17 years or older |
| Cambodia | 60 ml perfume | - |
| China | Personal articles from overseas, valued at RMB5,000 or above, carried by Chinese residents. Personal articles intended to remain in the territory, valued at RMB2,000 or above, carried by non-Chinese residents. | - |
| Hong Kong | 60ml perfume or 250ml eau de cologne | 18 years or older |
| India | 60ml of perfume | - |
| Indonesia | Reasonable quantity | above 18 years of age |
| Laos | 250ml of eau de toilette and 50gm of perfume. | - |
| Macau | Reasonable quantity | - |
| Malaysia | Not exceeding MYR 400 | - |
| Myanmar | 150ml of perfume | - |
| Philippines | Small quantity of perfume | 18 years of age and over |
| Singapore | Reasonable quantity | - |
| Sri Lanka | 250ml of eau de cologne and a small quantity of perfume | over 18 years of age |
| Maldives | Not exceeding MVR600 | over 16 years |
| Taiwan | Reasonable quantity | - |
| Thailand | Reasonable quantity | - |
| Vietnam | Reasonable quantity | 18 years of age and older |
Airport Collection
I purchased an item that requires airport collection. What should I do?
Step 1: View the item page or order summary to find out which store at the airport your item can be collected from.
Step 2: Download and save your order summary from the airasia wifi Portal (a PDF copy will also be emailed to you).
Step 3: Go to the specified store. Flash your order summary and ID (passport/Malaysian IC) for verification purposes to the store assistant and collect your item.
Where and when can I pick up my order?
You can pick up your item from the specified store as soon as you land. The item will be kept on hold at the store for 24 hours only.
What is the store’s operating hours?
The store’s operating hours vary according to the merchant and are displayed on each item’s respective page.
Can I get someone to pick up the item on my behalf?
Yes, as long as the person picking it up has a copy of your order summary and ID (passport/Malaysian IC) for verification.
What if the item I purchased is not in stock or unavailable at the pick-up location?
In the unlikely event this happens, drop us an email at enquiry@rokki.com with your order details and we will refund your purchase.
Delivery & Shipping
I purchased an item to be delivered. What happens next?
Step 1: You will receive an order confirmation email upon completing your purchase.
Step 2: Once the order has been processed and dispatched, you will receive an email with the tracking information.
Step 3: Receive and enjoy your new purchase! We will then send you an email to confirm that your order has been fully delivered and completed.
How much does shipping cost?
Shipping fee (if any) will be indicated during checkout.
If I place an order for items from multiple merchants, how will my shipping fee be charged?
Delivery for each item will be charged according to the respective merchant’s shipping fee.
When will my order arrive?
Delivery times vary according to the merchant and are displayed on each item’s respective page.
How can I track my order?
Please refer to the confirmation and shipping email sent by the merchant to track your order status. Alternatively, you can also check the delivery status in the Shop section of wifi.airasia.com (on ground).
My order has not arrived and has exceeded the estimated delivery time. What should I do?
Drop us an email at enquiry@rokki.com with the following details:
- Date of purchase
- Order summary (if applicable)
- Description of the issue faced
Why are some of my items being delivered separately?
If you have purchased items from two or more merchants, you will receive your order in separate deliveries as they are dispatched at different times according to the respective merchants.
I have wrongly entered the delivery address. How do I change it?
Drop us an email at enquiry@rokki.com and we will do our best to assist you. Please be informed that airasia wifi and its partner merchants will not be liable for items that have been shipped.
Cancellation & Refund
Can I modify my order after I have completed the payment?
No changes can be made once payment has been completed.
Do you accept returns or refunds?
Returns and refunds are handled on a case-to-case basis and are subject to the merchant’s own terms and conditions. We accept refund requests for items that are defective or incorrectly delivered.
I changed my mind after purchase, can I cancel my order?
No, orders cannot be cancelled once they have been processed.
AirAsia BIG member
What are the benefits of logging in using my AirAsia BIG account?
- Enjoy BIG Member’s exclusive deals
- Earn & redeem airasia points for all your purchases made on airasia wifi
- Enjoy the convenience of one-click payment with BigClick for your purchases
Can I use my AirAsia airasia points to make purchases?
Yes, you can redeem airasia points to make purchases on airasia wifi.
Become a merchant
I am interested in selling my products on airasia wifi Shop. What do I do?
Drop us an email at enquiry@rokki.com with the following information:
- Subject (Become a merchant)
- Company summary
- Short description of your products