Advice on AirAsia flight cancellation & Refunds | Australian Frequent Flyer
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Advice on AirAsia flight cancellation & Refunds

nerdinary

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Jun 21, 2016
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Hi all,

My partner had a flight booked with AirAsia to fly SYD<>KUL, departing 7th April 2020. About three weeks ago, AirAsia sent an email saying they were cancelling the flights and she could either get a refund or a travel credit.

Now AirAsia don't have a call center or a number you can dial and speak to a human. They only have an automated chat bot (ugh), and if you say the right amount of swear words to the bot in 15 or so mins, they will eventually transfer you to a human on the chat (after a further 20-30 min wait in their "queue"). Following all these, I chatted with someone and requested a refund. They tried to push me for a credit, but I was insistent on a refund and they said ok, keep an eye out on email email and gave me a case number.

Today we get an email from support saying they cannot issue a refund due to "our new policy", and we can get a travel credit instead. Again, to get this credit means going through the chat bot and playing the silly games which has gotten us really frustrated.

I'd like some advice on what my options are here (and yes, I know airlines are having it tough right now) :

* Given I have the original email from them stating that I was eligible for a full refund, does that hold any value? I'm going to try to get through another chat agent and push for it, but if they refuse, what can I do?
* Are these valid grounds to issue a credit card charge back? I've never gone down this path before and would like to hear from those who have.

Thanks.
 
Last edited:

Oxy

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Absolutely grounds for a charge back. You haven't got what you purchased, or it's significantly different. If you can be bothered, perhaps let AirAsia know beforehand, to give them a chance to sort it out.

Good luck :)
 

nerdinary

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Thanks - trying to get in touch with their customer support is like pulling teeth. This is the first Airline I've come across that doesn't actually have a number you can call them on.
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Messages
20,788
A charge-back may NOT necessarily be the right option here.

Air Asia's (current) conditions of carriage state:

10.5 Involuntary Refund: If a Passenger’s scheduled flight is cancelled, terminated, diverted, postponed, rescheduled or delayed before the Passenger has reached his final destination as a result of a flight cancellation, Carrier-caused missed connection, flight delay, or omission of a scheduled stop due to circumstances beyond our control or for reasons of safety or commercial reasons, we shall at our discretion, either:
  • carry you at the earliest opportunity on another AirAsia flight on which space is available at no charge; or
  • refund the value and provide a travel credit toward the purchase of future reservations and ancillary purchases, provided you redeem within ninety (90) days therefrom; or
  • refund the full fare of the unused Ticket due to the above said flight interruptions that occur three (3) hours or more before or after the original scheduled departure time.
Note that is says 'at their discretion' - not the passenger's - they will offer one of the three options. So them offering a credit may be sufficient in this case, and the ACCC has already confirmed that for COVID cancellations a credit is sufficient unless there are contractual provisions to the contrary.

You might also want to compare the current CoC with that at the time you bought your ticket, but IIRC they have always been pretty similar. In this case it just looks like Air Asia's policy is to do option 2.
 

AIRwin

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Apr 13, 2013
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I received this email from AirAsia today:
 

Mattg

Senior Member
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Aug 21, 2011
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I received this email from AirAsia today:
So basically, they will begrudgingly give you a refund, if you really insist, but not for 12-16 weeks.

AirAsia said:
While we strongly encourage you to accept the credit which is instant and comes with a 365-day validity and allows you to change your flight date for an unlimited number of times, we do accept requests for refund on a case by case basis. However, due to the overwhelming number of requests that we have received, it may take a long process of between 12 to 16 weeks.
 

travelbites

Newbie
Joined
Sep 8, 2012
Messages
9
So basically, they will begrudgingly give you a refund, if you really insist, but not for 12-16 weeks.
That's great news, but has anyone had any success actually getting in touch with anyone from AirAsia support? I am stuck in a loop with the chat bot, when I follow the link to "chat with an agent" it takes me to another page that just times out eventually, despite having the page open in my browser for up to 2 hours (wait time said 23 minutes). Is there a way to circumvent this process? I requested a refund right from the start, but was issued with a flight credit. I wouldn't mind except that I don't know that I will be able to use the credit at all.
 

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