How to get AirAsia to refund your flights

Thanks for your prompt reply.

We understand your concern declining our offer.

Please be informed that we will process the refund of the extra cost of XXXX To continue the process, please provide us with the following bank details as we are unable to process this amount to the original form of payment:

Thank you.

Regards,

Customer Happiness Country Manager
Australia and New Zealand
AirAsia


Hey XXXXX ,

Your credit offer is no good to me unfortunately, how could I ever fly with an airline who I cannot contact? I cannot accept any credit offer from Air Asia as I will not be flying with the airline in the future.

If Air Asia does not want to offer the below monetary compensation instead of credit , then my VCAT claim against Air Asia still stands.

Thanks


Hi XXXXX,

Thank you for your reply and you time is highly appreciated.

We are more than happy to provide you with the full refund of your flights and because your case was raised to the refund team, this can now be processed no later than 15 June 2020. All our refund requests from the previous applications were informed that the process may take up to August due to the high volume of requests but your request was added to the priority refund.

With the extra cost occurred, we would like to offer an AirAsia Credit Account worth AUD250 and it’s valid to use for 2 years.

Once again, on behalf of the team, we are sorry for all the inconvenience caused. We will do our very best to serve you better in the future when we start to fly again.

Thanks again and stay safe.

Regards,

Customer Happiness Country Manager
Australia and New Zealand
AirAsia


Hi XXXXXX,

It’s great at last to finally speak to someone at AirAsia, 2 months after my refund request. I understand Airasia is very busy due to the current health situation, however, AirAsia’s lack of support or communication during this process has made me lose all faith in the company. I had to signup to a twitter account to message your company as your AVA online chatbot ‘timed out’ each time ( around 10 before I gave up ) due to the 1-hour wait times, even though I was still willing to wait this long to speak to someone.

The reason I am pushing for a refund instead of an airline credit, is you have lost me as a customer due to your lack of support throughout this process. I’ve been refunded three flights from two separate international airlines during my time just trying to speak to AirAsia after my refund request. Your support personnel on Twitter earlier told me August earlier, 10 Weeks still make the deadline next week for a refund, however, you have stated another 3 weeks more.

My claim with VCAT is for $XXXXX , this is for the flights, , my costs chasing up AirAsia, and also interest lost on the amount. The VCat fee was $65.30 AUD . Total is XXXXX

If AirAsia would like me to cancel the VCAT claim before any more costs get added, they will need to refund me my flights and an additional XXXXX ( my current loss ).

Thanks


Dear XXXXX,

Hope you are well.

My name is XXXX, I handle customer relations in Australia and your case was forwarded to me by one of our agents in Twitter team.

First of all, on behalf of the team, we would like to say sorry for all the inconvenience caused and for canceling the flights due to the ongoing health situation and government travel restrictions. Due to the high volume of refund requests, that the process may take over 10 weeks, we have provided all affected guests with flexible options which include unlimited move flight without a charge or a Credit Account valid to use for 2 years.

Since you have already declined the Credit Account offer, the team already submitted your case to the refund team with a case number XXXXX. The funds should be available to the original form of payment not later than 15 June 2020 with the amount of AUDXXXX

It was mentioned in your Twitter message that you have submitted a VCAT case, and you require a Full Refund plus other extra costs. I have raised this matter to the management and would like to offer you an AUD150 credit account (for the extra cost) that is valid to use for 2 years. The credit account can be used to book flights for yourself, family, or friends as this is another form of payment into your membership account. The credit account process will take within 24 hours as soon as you have accepted the offer.

Please do not hesitate to contact me directly if you have any other questions or concerns.

Thank you for your patience and understanding during these challenging times.

Stay safe.

Regards,

Customer Happiness Country Manager
Australia and New Zealand
AirAsia

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