AirAsia Customer Service Issues

Our AirAsia flights were canceled, and we've been waiting for a refund since March (7 months). Every few months, we receive an email saying they are still processing our refund due to a high volume of queries. We've tried to contact them via phone, online avatars, and even visited their office without success. We paid [redacted].92 MYR for my wife and me, and we need the refund for essential expenses. We spent more on hotels and new flights. Our patience is running out, and we're eager to receive the promised refund from AirAsia.

I am writing to report that we booked flight tickets through AirAsia via EaseMyTrip in February [redacted]. Due to the global Covid-19 outbreak, all flights were canceled by AirAsia. However, we have not received the refund for the booking yet. Please find below the details of the tickets: Passenger Name 1: Mrs. CK Uma Devi & Ms. Rohita KS Flight No: NoI5-[redacted] Booking ID: EMT[redacted]2 Departure Date From: Cochin Destination: Delhi Booking Amount: Rs. 9,[redacted].00 Passenger Name 2: KP Subramanian Flight No: NoI5-[redacted] Booking ID: No.XZSDTS Departure Date From: Cochin Destination: Delhi Booking Amount: Rs. 4,[redacted].00 Total Amount: Rs. 13,[redacted].00 We have contacted EaseMyTrip for the refund, and they mentioned that the refund has been processed to AirAsia, but we have not received any updates on the refund payment. We kindly request your assistance in tracking the status of the refund for these tickets. We have checked the refund status on your website, which shows the amount refunded, but we haven't received it in our account or any communication from your end. Kindly inform us of the status of the refund for these canceled tickets promptly as we intend to use this amount for future bookings. Looking forward to your prompt response. Thank you, KP Subramanian from Delhi

Hello, I am Brandon D. I just wanted to update the flight details for my family. Due to the ongoing pandemic, children are still not allowed to travel, and all passengers in the 5 tickets I booked are minors. Since the pandemic may last longer and the tickets I reserved are non-refundable, I would like to propose that only I (Brandon D. Domatican) and my partner (Catherine A. Peñaojas) use the tickets. If possible, we would like to convert the 5 tickets into 2-way tickets from Manila to Cagayan De Oro and back, with the remaining ticket used as payment for our luggage. We will provide the requested flight dates if this arrangement works for you as our customer. Thank you and have a great day! Flight reference G1IUMM.

I have booked an AirAsia flight (C718HX) for my helper traveling from Singapore to Jakarta, Indonesia on January 1, [redacted]. I found information on your website regarding PCR testing requirements for Indonesian nationals. My helper does not have a mobile phone to complete steps 7 and 8. Will this affect her ability to board the flight? Thank you.

Dear Customers, I regret to inform you that our flight was cancelled due to Covid-19. The case number associated with this issue is [redacted]6. Regarding our flight from Den Pasar to BKK (KU1RYS) on August 25, [redacted], which was cancelled by Air Asia, we have yet to receive the reimbursement for the two extra pieces of luggage we had paid for. The total refund amount should have been €[redacted]. However, we only received €[redacted].89. We kindly request that the remaining amount be credited to our account promptly. Please do not hesitate to reach out if you require any further information or clarification. Best regards, Kathrin Husel

I have submitted ten refund requests for my cancelled flight but have not received a response yet. Despite having purchased flight insurance for my trip from Bangkok to Denpasar on June 27, [redacted], I have not been refunded the $[redacted].49 fare and $3.94 insurance fee.

After undergoing cancer surgery in January [redacted], I routinely travel from Phuket to Bumrungrad Hospital in Bangkok every 3 months for a crucial injection to keep my aggressive cancer cells at bay. I had made reservations for myself and my wife to fly from HKT to BKK for my injection on Wednesday, January 13th. Unfortunately, due to the recent Covid-19 regulations announced by the Phuket Governor on Sunday, all arrivals from Bangkok are now required to quarantine for two weeks upon reaching Phuket. As an alternative, I can receive the injection at Bangkok Hospital Phuket. Therefore, I kindly request to cancel the following bookings: - Passenger: JOSEPH RAULINS / Booking reference: GVI5JP / Flight: WE-[redacted] - Passenger: JANTIMA PANURUT / Booking reference: GVCBQ4 / Flight: WE-[redacted] Please issue a refund to my Visa card ending in ..[redacted] for both bookings. Thank you. Best regards, JOSEPH

I need to change my flight booked from GOI to BOM on March 15, [redacted], departing at 19:20 and arriving at 20:20. Despite multiple attempts, I couldn't reschedule using the booking reference Q1QMJP for 3 travelers: AV Sandilya, SC Sharma, and SS Panicker, following the instructions from the chatbot 'Tia' on the AirAsia website. Upon reaching the 'Payment Link' page, the 'Make Payment' option is inaccessible, causing a delay in completing the rescheduling process. Efforts to contact customer service have been unsuccessful. I urgently need to reschedule the flight before March 13, [redacted].

When I made my initial flight booking with AirAsia using booking reference YUV1GY in December [redacted], I was under the impression that I could change my flight without any charges an unlimited number of times until 30th June [redacted]. Additionally, I believed that if impacted by Covid-19, I could credit the flight for a future booking. After changing my first booking from 20th January [redacted] to 10th March [redacted] and being charged an extra fee, I was dissatisfied but paid it. Due to the UK government suspending flights from the UK, I had to rebook my international flight with Etihad Airways instead of AirAsia. Given the uncertainty of Philippines hotel quarantine rules beyond June [redacted], I refrained from selecting a new flight date. Despite encountering challenges with the automated support system and difficulties reaching an agent, I persevered. Ultimately, I managed to have my request for a credit approved, albeit receiving a lower amount than expected. I believe there was a misunderstanding regarding my situation and the fees deducted were not clearly communicated. My request is simple - either credit the correct amount for a July [redacted] flight or reschedule it for 5th July [redacted], with a possibility of further changes before end-June. I urge AirAsia to improve its customer support, adhere to promised policies, and retain satisfied customers like me. Booking Reference: YUV1GY - S. Price

Subject: Refund Request for Cancelled Flight Booking To whom it may concern, I had made a return flight booking for 2 passengers from Singapore to Bali through your company with reservation number VQE2NR. Due to the impact of the Covid-19 pandemic and resulting restrictions, we were unable to take the flights. Despite this, I was only offered a credit for future use instead of a cash refund, which goes against the regulations stated in EC Regulation No. [redacted]/[redacted], a copy of which is attached for reference. As I am unable to plan any trips before the end of April due to new restrictions and personal commitments, I am formally requesting a refund of [redacted].28 euros via bank transfer. I have included my bank details for your convenience (see attached RIB). If I do not receive a favorable response within 20 days, I will have no choice but to escalate this matter to the appropriate authorities and pursue legal action to enforce my rights under EC Regulation No. [redacted]/[redacted]. I trust you will address this matter promptly. Sincerely, Paul M.

Subject: AirAsia Flight Cancellations and Credit Inquiries I am writing to seek clarification regarding my recent AirAsia flight cancellations and credit discrepancies. On 30 July [redacted], I made bookings for three separate flights from Australia to SE Asia for July [redacted]. Unfortunately, all three flights were canceled by AirAsia: 1. Booking no. BTJKTM – Chiang Mai to Siem Reap (AUD$[redacted].51) 2. Booking no. I61Y9B – Siem Reap to Danang (AUD$[redacted].06) 3. Booking no. DPQB3V – Danang to Melbourne (AUD$[redacted].40) Total Spend: AUD$[redacted].97 Upon checking my AirAsia app, I noticed a credit of AUD$[redacted].64. I am unsure what this credit corresponds to and would like clarification on the remaining credit amount. Additionally, could you please confirm the expiration dates for the credits? I am concerned about the possibility of travel restrictions and how it may affect the usability of my credits. I appreciate your prompt response as I have yet to receive answers to my previous inquiries. Thank you, GLF & UF

Hello, I am reaching out regarding three AirAsia flights booked on July 30, [redacted], for a trip from Australia to SE Asia in July [redacted]. Unfortunately, all three flights have been canceled by AirAsia. Here are the details of the bookings: - Booking no. BTJKTM: Chiang Mai to Siem Reap, AUD$[redacted].51 - Booking no. I61Y9B: Siem Reap to Danang, AUD$[redacted].06 - Booking no. DPQB3V: Danang to Melbourne, AUD$[redacted].40 Total spend: AUD$[redacted].97 I have noticed that an AirAsia credit on my phone app shows AUD$[redacted].64, but I am unsure what this credit relates to and where the rest of my credit is. I am also inquiring about the expiry dates of my credits and if they will still be honored if SE Asia internal flights resume before Australians can travel there. I have already tried reaching out multiple times without a response. Can you please provide clarification on these matters? Thank you, Gary L. Fisher

Subject: AirAsia Flight Cancellations and Credit Inquiry Hello, I am inquiring about three separate AirAsia flights that were booked for a trip from Australia to SE Asia in July [redacted] but were all subsequently canceled by AirAsia. The bookings are as follows: 1. Booking [redacted] - Chiang Mai to Siem Reap - AUD$[redacted].51 2. Booking [redacted] - Siem Reap to Danang - AUD$[redacted].06 3. Booking [redacted] - Danang to Melbourne - AUD$[redacted].40 Total Spend: AUD$[redacted].97 Upon checking my AirAsia credit on the mobile app, it shows a credit of AUD$[redacted].64. I am seeking clarification on this credit amount and would like to know where the remaining credit is. Could you please provide information on the expiry dates for my credits? I am also concerned about booking as the Australian Department of Foreign Affairs and Trade advises against travel outside of Australia currently. Will my credits be honored if SE Asia internal flights resume before Australians are permitted to travel there? I appreciate your prompt response as this inquiry has not been addressed after multiple attempts. Thank you, Gary Lynn Fisher

Booking Concerns with AirAsia Hello, I wanted to bring to your attention an issue we encountered regarding three separate AirAsia flights booked on 30 July [redacted] for a trip from Australia to SE Asia in July [redacted]. Unfortunately, all three flights were canceled by AirAsia: • Booking no. BTJKTM – Chiang Mai to Siem Reap AUD$[redacted].51 • Booking no. I61Y9B -- Siem Reap to Danang AUD$[redacted].06 • Booking no. DPQB3V - Danang to Melbourne AUD$[redacted].40 Total Spend AUD$[redacted].97 Upon checking the AirAsia credit on my phone app, I noticed it shows AUD$[redacted].64. Could you please clarify this amount and provide information on the remaining credit? Additionally, I would appreciate details on the expiry dates of the credits. Given the current travel restrictions, I am concerned about the validity of my credits if SE Asia flights resume before Australians can travel there. Thank you for addressing these concerns as my inquiries have previously gone unanswered. Sincerely, Gary Lynn Fisher

Hello, I made three separate bookings with AirAsia on July 30, [redacted], for flights from Australia to SE Asia in July [redacted]. Unfortunately, all three flights were canceled by AirAsia. Here are the booking details and the total amount spent: - Chiang Mai to Siem Reap: Booking no. BTJKTM, AUD553.51 - Siem Reap to Danang: Booking no. I61Y9B, AUD638.06 - Danang to Melbourne: Booking no. DPQB3V, AUD853.40 Total Spent: AUD2044.97 On my AirAsia app, I see a credit of AUD906.57. I am unsure what this credit relates to and where the remainder of my credit is. I am also curious about the expiry dates of the credits and whether I will have at least one year to rebook, especially considering the current travel restrictions in place. I hope to receive a response soon as my previous inquiries have not been answered. Thank you, Gary Lynn Fisher

Hello, I made three bookings with AirAsia for flights in July [redacted] that were later canceled. The total cost was AUD2044.97, but the credit on my AirAsia app only reflects AUD906.57. I am unsure what this credit relates to and seek clarification on the remaining amount. Could you please confirm the expiry dates of my credits? Considering the travel restrictions, I want to ensure I have sufficient time to utilize them when permitted. Will my credits remain valid if travel to SE Asia is permitted before Australians can travel there? I have reached out multiple times without a response. I expect AirAsia to either provide full credit for the canceled flights or issue refunds promptly. Thank you, G. L. Fisher

I attempted to book an Air Asia flight via Goibibo on March 23, [redacted], for a departure on March 26, [redacted], from Jaipur to Pune. Unfortunately, I haven't received any confirmation email or SMS. After contacting Goibibo on Twitter, they provided me with the following details: "Here is the payment ID: GOFLDMTMOB610E[redacted], booking ID: BVECPS. Flight from JAI - PNQ, flight number: I51427 & travel date was 26th March." I suspect fraud and request validation of these details as I haven't received any related updates from Air Asia either. If I receive no response, I may need to include your name in my forthcoming complaint. Thank you, Vishnu Gupta.

Dear, I am writing to address an issue with a booked return flight from Singapore to Bali for 2 passengers, under reservation number VQE2NR. Due to the Covid-19 pandemic and subsequent restrictions, I was unable to utilize these flights. However, the company has refused to provide a cash refund, which goes against the EC Regulation n° [redacted]/[redacted]. This regulation specifically allows passengers the choice for reimbursement options. Instead of offering a suitable cash refund, I have only been presented with a credit that can be redeemed after one year. This does not comply with the regulations outlined, putting the company at odds with the law. Given the current circumstances resulting in a new lockdown and my inability to travel before the end of April, I am requesting a reimbursement of [redacted].28 euros via bank transfer. The necessary information is provided attached. In the event of an unsatisfactory response within 20 days, I will be left with no choice but to pursue legal action to enforce my rights and notify the relevant authorities regarding the violation of EC Regulation n° [redacted]/[redacted]. Thank you for your attention to this matter. Sincerely, Paul MAREC

I am seeking a refund for my credit account due to a flight cancellation in [redacted]. I was among the first to request a refund as Taiwan closed flights early. Despite multiple failed attempts, the explanations provided initially were insufficient, causing delays in processing the refund. I reluctantly accepted the refund as credits, but they are not practical as my family and friends are unwilling to travel at present. Unfortunately, five family members have tested positive for Covid-19, with three hospitalized. Treatment costs are significant, and converting the credit to a refund is crucial. The medicine expenses amount to $[redacted] per vial, doubling in Cebu, Philippines, totaling $1,[redacted]. Urgently, I implore AirAsia to convert the credit to a refund. Three lives are at risk, and receiving the refund is vital for medical treatment, as the hospital requires payment to continue their care.

Hello, I booked a flight this morning from Manila to Boracay for November 9, [redacted] for 2 guests. At the time of booking, I was uncertain about my companion's details, so I reserved a seat for them as well. I provided my information for the 1st guest and used "EXTRA" as the first name and "SEAT" as the surname for the 2nd guest with the details of the 1st guest. I also included add-ons for both guests. Now that I have confirmed who will be joining me, I will provide the correct details promptly. I can also share his passport information for verification purposes. I will send my itinerary for your review. Thank you for your attention to this matter.