General
What is ROKKI?
ROKKI is AirAsia’s on-board Wi-Fi that offers in-flight entertainment, connectivity services and eCommerce platform. Through own personal device, passengers can enjoy FREE access to rokki.com to watch movies, play games, check out the Travel360 magazine or grab some in-flight shopping deals, and more!
You can also get Internet access to surf the web and use your favourite apps by purchasing a ROKKI Plan.
What do I need to use the Wi-Fi service?
You will need your mobile phone or tablet with Wi-Fi 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 ROKKI Wi-Fi.
Once connected, you will be automatically redirected to visit the ROKKI Portal at rokki.com to enjoy free in-flight entertainment or to purchase a ROKKI Plan to get Internet access.
When can I start using ROKKI during my flight?
You can start using ROKKI once the aircraft reaches the altitude of 10,000 feet which is when in-flight Wi-Fi 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 contact you?
We'd love to hear from you! You can direct all queries and feedback to us via eForm and we'll get back to you within 7 business days.
Do all AirAsia flights have ROKKI Wi-Fi service?
ROKKI Wi-Fi service is available on selected AirAsia flights only. Following are total.no of aircraft equipped with Wi-Fi (as of Dec 2018).
- AK flight code – 53 aircraft (A320 fleet)
- Z2 flight code - 6 aircraft (A320 fleet)
- QZ flight code – 2 aircraft (A320 fleet)
Internet Access
How can I access the Internet?
You will need to purchase a ROKKI connectivity 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 rokki.com or get it by cash from the cabin crew during your flight.
What plans are available?
Chats Plan
Price: MYR9 for 5MB
• Access: WhatsApp, WeChat, LINE, KakaoTalk & Viber apps
Internet Plan
Price: MYR18 for 15MB
MYR48 for 50MB (exclusive to in-flight credit card purchase only)
• Access: Lightweight Internet usage, best suited for apps. Excludes streaming and app store downloads.
What happens when I have reached the allocated data quota?
You will be disconnected. To resume connection, you can reload your plan at a discounted price using your credit card. You can also purchase a new plan by cash from the cabin crew.
NOTE : For seamless internet experience and better control of data usage, auto-download features on the device should be disabled.
What reload plans are available?
Chats Plan
Price : MYR7 for 5MB
Internet Plan
Price : MYR16 for 15MB
Price : MYR45 for 50MB
Note:
- Discounted reload plans are exclusive to in-flight credit card purchases only.
- Activating your new or reload plan will automatically terminate your existing plan.
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 a ROKKI-enabled aircraft.
If I have not used the plan I purchased, can I use it on my next flight?
Yes, plans purchased from rokki.com on ground (before your flight) and plans purchased by cash on board can be used on other ROKKI-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 ROKKI-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. ROKKI does not store any credit card data from the 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 ROKKI 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. Therefore, you do not need to pay extra beyond the advertised price.
I bought a ROKKI plan but was unable to connect to Wi-Fi. How do I request for a refund?
You can submit your request on the HELP page of the ROKKI Portal or email us via eForm with the following details:
- Full name and contact information
- Flight details including PNR number
- Plan type and serial number (eg: Chats Plan, Internet 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 0.05MB.
What is the Internet connection speed?
Collectively, the service is capable of providing speeds of up to 1.33 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
Free In-Flight Entertainment
How can I access the free in-flight entertainment on board?
You can access to free in-flight entertainment by connecting to ROKKI Wi-Fi and visiting the ROKKI Portal at rokki.com during flight.
Note:
- Video streaming on Nokia and Blackberry devices are not supported.
- For Android devices, please use the default web browser or Google Chrome. Firefox is not supported.
Do I need to purchase a ROKKI Plan to watch the videos on the ROKKI Portal?
No, the video streaming service and other in-flight entertainment offerings such as the travel guides and magazines are absolutely free. ROKKI Plan is not required to access the free entertainment services.
Will streaming videos which are on ROKKI portal consume data from ROKKI Plan that I have purchased and activated?
No. All ROKKI 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 flight?
You can access the ROKKI Portal to enjoy free in-flight entertainment when the seatbelt sign has been switched You can start using ROKKI once the aircraft reaches the altitude of 10,000 feet which is when in-flight Wi-Fi announcement has been made or the seatbelt sign is switched off.
NOTE : Videos will be temporarily interrupted during in-flight PA announcements.
Earning AirAsia BIG Points
How do I earn BIG Points from ROKKI?
You must link your BIG Member ID when you connect to the ROKKI in-flight portal. Once linked, you will earn BIG Points on all your purchases made from our range of products and services.
How do I link my BIG Member ID when connecting to the ROKKI in-flight portal?
You can link your BIG Member ID to ROKKI by following the steps below:
- Step 1 : Connect to ‘Free AirAsia ROKKI Wi-Fi’ on your personal mobile device during your AirAsia flight
- Step 2 : Select ‘Link’ in the menu bar
- Step 3 : Enter your BIG Member ID information
- Step 4 : Start shopping!
How many BIG Points will I earn from my purchases on ROKKI?
You will earn BIG Points on all your purchases made on the ROKKI in-flight portal.
Connectivity Plans
• Earn 25 BIG Points per purchase or top up of 5MB Chats Plan
• Earn 50 BIG Points per purchase or top up of 15MB Internet Plan
• Earn 200 BIG Points per purchase or top up of 50MB Internet Plan
Other Products
• Earn 1 AirAsia BIG Point for every MYR 1 spent on other products
Can I earn BIG Points for purchases made on ROKKI without linking my BIG Member account?
No. BIG Points will only be awarded to those who have successfully linked their BIG Member account before making purchases on the ROKKI in-flight portal. Post-dated adjustments will not be entertained.
When will the BIG Points be credited into my account?
BIG Points will be credited into your BIG Member account within 7 days of your purchase.
I have not received the BIG Points from my ROKKI purchases. What can I do?
For enquiries and disputes regarding BIG Points, please email askbig@airasiabig.com
ROKKI Shop
What is ROKKI Shop?
ROKKI Shop 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
Step 4: View order confirmation
Duty Free items: Call cabin crew and flash order summary to collect 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 ROKKI Wi-Fi 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?
To collect your Duty Free item, call cabin crew and flash your order summary. For items that require shipping to your delivery address, a confirmation email will be sent to you.
I did not receive my order summary email, what do I do?
If you have provided us your email address and did not receive the order summary after 24 hours of placing your order, please contact shopsupport@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 ROKKI 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, and Union Pay. Cash is not accepted.
In what currency will my credit card / BigClick / 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 shopsupport@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 ROKKI have been stringently evaluated, and only authorised merchants and authentic merchandise are available on ROKKI Shop.
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 shopsupport@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 ROKKI 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 ROKKI Wi-Fi. Refresh your browser or visit rokki.com
Step 2: Select the ROKKI 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 shopsupport@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 ROKKI 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 at the klia2 arrivals hall as soon as you land. The item will be kept on hold at the store for 24 hours only.
If you fail to pick up your item before the collection period is over, your item will be released and you will be refunded. However, a handling fee of MYR50 will be charged.
What is the store’s operating hours?
TUMI
Monday – Sunday: 6am-12am
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 shopsupport@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 rokki.com (on ground).
My order has not arrived and has exceeded the estimated delivery time. What should I do?
Drop us an email at shopsupport@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 shopsupport@rokki.com and we will do our best to assist you. Please be informed that ROKKI 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?
You are able to enjoy the convenience of using BigClick for your purchases.
Can I use my AirAsia BIG Points to make purchases?
No, AirAsia BIG Points cannot be used to make purchases on ROKKI.
Become a merchant
I am interested in selling my products on ROKKI Shop. What do I do?
Drop us an email at shopsupport@rokki.com with the following information:
- Subject (Become a merchant)
- Company summary
- Short description of your products
Flying soon?
Check if your flight has Wi-Fi.
*Information available 8 hours before flight only.
ROKKI Wi-Fi is available on selected AirAsia flights only.
YAY! Your upcoming flight has Wi-Fi!
Connect to ROKKI Wi-Fi to enjoy FREE in-flight entertainment or buy a plan to get Internet access on board.
Oops! Maybe next time.
Sorry, your upcoming flight does not have ROKKI Wi-Fi. We hope to serve you on your next flight!
