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Demand that AirAsia Process Refunds for Flight Cancellations within 30 working days

This petition had 74 supporters


I received an e-mail informing me of the flight cancellation instructing me to fill an e-form for refund. Every time I contacted the airline they either hang up or close the online chat without giving a proper response. I was first told it takes 30 days (30 working days mentioned in their website - http://www.airasia.com/ask/template.do?id=190 for the refund to be processed. When I contacted them again on live chat after 30 days, I was told it takes 60 days to process the refund and each time I contacted the airline, they always respond saying they will ‘escalate the refund request’. At one point I received an e-mail from the refund support team requesting for my bank details and never got an acknowledgement after I responded to that mail. Later when I contacted the airline, they said that my bank details have not been updated in the system. It is now 60+ days and still did not receive the refund. But when I posted my complaint on twitter today (22Feb17) I was told that my refund request was processed yesterday and it should reflect in my Feb/Mar bank statement.

After I posted on AirAsia’s twitter page, I found many disgruntled passengers still waiting for their refund for 120+ days. There are many affected passengers who had also been told that their flights had been refunded but they have been waiting for days for the refund to reflect in their bank statements. AirAsia’s twitter page receives complaints every few minutes seeking refunds for their cancellations and for many years AirAsia has been hit by criticism over its refund procedures (http://www.smh.com.au/business/aviation/airasia-slammed-by-travellers-over-lack-of-refund-for-cancelled-bali-flights-20160728-gqg4vg.html 

This petition is to help all those passengers affected from AirAsia’s refund policies, procedures and processes. This is not limited to those only affected by flight cancellations. To declare this petition a VICTORY the following changes should be made along with a public apology from AirAsia.

1. We want AirAsia to review and streamline their policies, procedures and processes related to refunds. Reimbursement of the cost of the ticket should be within thirty working days.

2. Disclose/ report in aging format the OPEN, CLOSED and REJECTED REFUND CASES in the Annual Reports.

3. Notice to passengers with detailed refund procedures mentioning timelines in the flight cancellation notifications.

Join us in signing this petition and form a large group of people affected by the lack of refund, demanding AirAsia to put the Customer First in their refund policies, procedures and processes.



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