AirAsia - Missing Refund

[Renato1]

Hi Everyone.
I'm looking for suggestions please.

I booked a flight from Narita to Bali back in June with AirAsia. In October they advised the service had been cancelled and that I should fill out the on-line form for a refund, which I did ( Amount in question is $843.27). They then advised me on 31 October that the refund should show up in my bank account in the next 10 to 15 calendar days.

It didn't happen.

I rang AirAsia in Indonesia, who said they'd sent the money, and that I should contact the bank. I contacted the bank who said they can do nothing, and that Air Asia would need to initiate a trace on the refund through their merchant services.

So I lodged another case with AirAsia on 25 November (their method of email communication), and that case still remains there as "High Priority" to date.

So, over a month has elapsed, and nothing has happened.

Has something similar happened to anybody else when dealing with Air Asia?
Any ideas on how to proceed?
Regards,
Renato

 

[trippin_the_rift]

1) Ask for a receipt from the airline as proof they did send it
2) Tweet Tony Fernandez, or at the Air Asia X CEO and complaint (only works if you have a sizeable following)
3) Dispute the card transaction with your bank if appropriate

In general, Air Asia is excellent but they're basically a brand with franchisees in each country.
Malaysia is regulated and has an excellent, pro-passenger complaint system via Mavcom. Unfortunately, the airline servicing NRT-DPS isn't Malaysian, and therefore you're at the mercy of the local Air Asia for that country.

I know this doesn't give you a clear-cut answer, but I hope it can serve as future information for others searching through threads.

 

[N860CR]

Paid with a credit card? Initiate a reversal.... will very quickly fix it

 

[Renato1]

1) Ask for a receipt from the airline as proof they did send it
2) Tweet Tony Fernandez, or at the Air Asia X CEO and complaint (only works if you have a sizeable following)
3) Dispute the card transaction with your bank if appropriate

In general, Air Asia is excellent but they're basically a brand with franchisees in each country.
Malaysia is regulated and has an excellent, pro-passenger complaint system via Mavcom. Unfortunately, the airline servicing NRT-DPS isn't Malaysian, and therefore you're at the mercy of the local Air Asia for that country.

I know this doesn't give you a clear-cut answer, but I hope it can serve as future information for others searching through threads.

Thanks very much.
Tweeting I can't do, but you've given me a way ahead with point Number 1.
My only issue is being able to communicate it via phone, as I always get a shocking phone line when I've called them in Indonesia.
Regards,
Renato

 

[Kerrodt]

If you paid with a credit card, then initiate a chargeback through your bank. You will get your money back ASAP. Forget receipts and tweeting until you have done this.

 

[Renato1]

If you paid with a credit card, then initiate a chargeback through your bank. You will get your money back ASAP. Forget receipts and tweeting until you have done this.

Paid with a credit card? Initiate a reversal.... will very quickly fix it

Thanks, but I used PoliPay from my bank account.
Regards,
Renato

 

[Pele]

Thanks, but I used PoliPay from my bank account.
Regards,
Renato

Mate add that to the travel mistakes thread in this forum. Lesson one- always pay with someone else's money.

 

[Renato1]

Mate add that to the travel mistakes thread in this forum. Lesson one- always pay with someone else's money.

Good point. Saved money on Credit Card fees, and got this instead.

I've now tried the technique of posting my problem on their Facebook Support page to see if I get any action.
Regards,
Renato

 

[Renato1]

Update: A week ago, AirAsia Support sent me an email saying,
"Thank you for writing to AirAsia.

With regards to your email, we sincerely apologize for the delay of your refund for booking number xx_X and we are pleased to inform that your refund request was processed accordingly by the relevant team.

We recommend you to make a contact to your Bank periodically for further information.
If there is not any fund transferred to your account, please revert back to us by submitting new e-form.

We understand that we cannot completely make up for your disappointment, but we hope our explanation helps to provide you with a better understanding on this matter."

The refund hasn't shown up yet.
Regards,
Renato

 

[moa999]

Blood from a stone

 

[Renato1]

Blood from a stone

I must admit, I get that feeling sometimes.
But I remain optimistic.
Regards,
Renato

 

[kpc]

I would just do a credit card chargeback!

 

[Renato1]

I would just do a credit card chargeback!

I can't unfortunately, as I paid from my bank account.
Regards,
Renato

 

[Renato1]

As a month and a half has elapsed since the last time I was told I'd get the refund, and nothing has showed up in my account, today I applied for the refund again, rather than just lodge another case with them.

I started from scratch on the off chance that maybe someone there has stuffed up a digit or letter, in the bank account details or Swift Code.
Regards,
Renato

 

[Renato1]

Update EUREKA!

The entire refund has finally shown up in my bank account. It was deposited yesterday.
Curiously, they haven't yet sent me an email this time telling me to expect it.

Regards,
Renato

 

[bfm]

Hi Everyone.
I'm looking for suggestions please.

I booked a flight from Narita to Bali back in June with AirAsia. In October they advised the service had been cancelled and that I should fill out the on-line form for a refund, which I did ( Amount in question is $843.27). They then advised me on 31 October that the refund should show up in my bank account in the next 10 to 15 calendar days.

It didn't happen.

I rang AirAsia in Indonesia, who said they'd sent the money, and that I should contact the bank. I contacted the bank who said they can do nothing, and that Air Asia would need to initiate a trace on the refund through their merchant services.

So I lodged another case with AirAsia on 25 November (their method of email communication), and that case still remains there as "High Priority" to date.

So, over a month has elapsed, and nothing has happened.

Has something similar happened to anybody else when dealing with Air Asia?
Any ideas on how to proceed?
Regards,
Renato

Same for me as well.

In the end, I sought recompense from my credit card provider.

Interestingly, my credit card provider 'withdrew' amount from AAX whereupon AAX sought to contest by providing details on ANOTHER AAX cancellation (SYD-KUL).

AAX has cancelled 4 of my flights over the past 6 month. I doubt I'll ever trust them enough to book with them again.

 

[Renato1]

Same for me as well.

In the end, I sought recompense from my credit card provider.

Interestingly, my credit card provider 'withdrew' amount from AAX whereupon AAX sought to contest by providing details on ANOTHER AAX cancellation (SYD-KUL).

AAX has cancelled 4 of my flights over the past 6 month. I doubt I'll ever trust them enough to book with them again.

Interesting thanks. Wow, that's a lot of cancellations.

When I was looking at their Facebook page back when I was writing this, I noticed someone writing in Italian the same issue of missing refunds as well - and being told that they don't understand Italian there.

I don't know what goes on at AirAsia - whether it is deliberate or they have a system problem, because those I dealt with all seemed genuine enough and eager to resolve my problem, and eventually the refund did come through.
Regards,
Renato

 

[bfm]

Renato1

I suggest AAX are going through some difficulties.

As others have said, every airline can (and many do) cancel a flight where insufficient pax.

I flew (my last) AAX a fortnight ago from KUL - OOL. I'd previously booked the day before but AAX cancelled and I had to take the next flight (AAX wouldn't organise, I had to do it). The flight was more than half empty. Several years ago, that would not have been the case. Then, they were popular.

I note full fare airlines have dropped 'forward' pricing to be competitive. So, that may be a reason.

I am surprised at the reduction of flights to OOL by AAX. The airport used to have 2 a day (one via AUK), but that has been reduced to 1, and now only 4 days a week. Clearly, pax are signalling intent.