Can AirAsiaX get away with this?

[MH_fan]

Booked a premium seat earlier this year on AAX between SYD and KUL (return) for travel in January next year. Fare was about $960 all up. I am now unable to travel at that time and want to cancel the flight. No refunds allowed but can change dates of travel and pay the difference. I looked at several alternative dates between April and August 2013 and it will cost me an additional $1000 (even with their current sale), which is totally not worth it! I figure I'll just cut my losses and cancel the ticket outright and get a refund of the fees and taxes, which amount to $203. This includes the airport fees/taxes and fuel surcharges. I get told (in writing) that I'll only get $106 back because airport fees (not taxes) and fuel surcharges are not refundable. I can only get my airport taxes refunded (minus a small admin fee). Excuse me?! Can they do this? I'm willing to forego about $750 and they want to squeeze me for more? How can they not refund the fuel surcharge and airport fees when I am not even flying?? They tell me that I can only request for the miniscule refund after the date of my return flight. I'm assuming they're telling me this because I have less of a case for the refund of airport "fees" and fuel surcharge because the flights have already taken place.
Can AAX actually do this? What can I do? This has taught me never to fly or book with AirAsia or AirAsiaX ever again, even if they are literally giving the ticket away.
Any advice would be much appreciated.

 

[markis10]

There is no requirement for airlines to refund taxes in the event of a cancellation for sales in Australia, so yes they can get away with it.

 

[MH_fan]

Crikey. Thanks for that. MH have always refunded taxes when I've had to cancel tickets with them, so I assumed that was the law.
So, there's nothing I can do then except never book with them again and bad-mouthing them at any opportunity.

 

[markis10]

Crikey. Thanks for that. MH have always refunded taxes when I've had to cancel tickets with them, so I assumed that was the law.
So, there's nothing I can do then except never book with them again and bad-mouthing them at any opportunity.

I believe it comes down to the fare conditions and the contract, certainly Qantas and Virgin don't refund taxes on many fares when they are not flowen.

 

[MH_fan]

But at least QF and DJ allow you to cancel the flight and have credit with them to use on another flight, not restricted to just booking another flight on the same sector. AAX aren't even allowing that because, essentially, they're saying that you can't cancel the ticket!

 

[serfty]

I don't believe it is as cut and dried as that. I have come across some reports of success. However these are few and far between:

1. Many fare rules make penalties more than the taxes, levies and charges anyway.

2. If there is still "some left over" you need to get the airline to pay up and they make it almost impossible with obfuscation, partial truths and other tactics. You will be told strait out it is not possible, even though it often is. A visit to a court or other claims entity is almost guaranteed.

In short with non-refundable fares, the opportunity cost is generally way higher than any benefit that may be gained - if you want to pursue this it would be a very long road and is probably not worth the effort.

 

[munitalP]

I beg to differ on this, as I have come across a few reports of success. However these have the following caveats:

1. Many fare rules make penalties more than the taxes, levies and charges anyway.

2. If there is still "some left over" you need to get the airline to pay up and they make it almost impossible with obfuscation, partial truths and other tactics. You will be told strait out it is not possible, even though it often is. A visit to a court or other claims entity is almost guaranteed.

In short with non-refundable fares, the opportunity cost is generally way higher than any benefit that may be gained - if you want to pursue this it would be a very long road and is probably not worth the effort.

As usual, level headed correct information based on life experience from AFF's #1* moderator

If the fare was purchased ex Australia and you chose Australia as your country of choice on the website, you are bound (and they are) by Australian consumer law (and contractual law).


































* Be nice to Serfty week as the Hawkes lost the GF

 

[markis10]

But at least QF and DJ allow you to cancel the flight and have credit with them to use on another flight, not restricted to just booking another flight on the same sector. AAX aren't even allowing that because, essentially, they're saying that you can't cancel the ticket!

They do now in most cases, thanks to competition, and it took a change in fare rules to have that effect. As always it comes down to the contract you have with the airline first, there is certainly no legal requirement outside of that contract to make taxes no longer payable to an entity automatically refunded to the customer, as evidenced by the QF case with the ATO re GST.

 

[MH_fan]

Thanks for the advice. Looks like I will just have to say goodbye to $850. I can understand if I don't get anything back from a promo economy fare, but a premium seat ticket? Lesson learned. I will never ever book another ticket with them. MH will get all my business instead.

 

[markis10]

Thanks for the advice. Looks like I will just have to say goodbye to $850. I can understand if I don't get anything back from a promo economy fare, but a premium seat ticket? Lesson learned. I will never ever book another ticket with them. MH will get all my business instead.

Premium fares are now starting to come with substantial change and cancel fees across the board for many airlines when they are not rack rate fares, as always check the fare rules, they are getting more and more complicated.

 

[MH_fan]

Premium fares are now starting to come with substantial change and cancel fees across the board for many airlines when they are not rack rate fares, as always check the fare rules, they are getting more and more complicated.

I can see that now! The premium seat tickets used to allow name changes but they've stopped that too except that on the information pop-up when you're booking the tickets, it still says you can change name.

 

[MH_fan]

OMG. I have just discovered something even more outrageous with AAX! How can a regular economy fare be different between booking it outright and booking it as a change?! For example, SYD-KUL on Jun 7 next year is $389 but then when I go to the same date to change my flight, that same flight is now $669! This is a complete rort and AirAsia are crooks. Unbelievable!

 

[jetlagger]

Once again.... Caveat emptor,.. especially with Air Asia.

 

[lovestotravel]

2. If there is still "some left over" you need to get the airline to pay up and they make it almost impossible with obfuscation, partial truths and other tactics. You will be told strait out it is not possible, even though it often is. A visit to a court or other claims entity is almost guaranteed.

In short with non-refundable fares, the opportunity cost is generally way higher than any benefit that may be gained - if you want to pursue this it would be a very long road and is probably not worth the effort.

For me, about 20 hours but the $$ back was worth it.

Unfair contract terms helped me in my fight with an Australian airline on a fare that was non-refundable...

 

[travelislife]

Thanks for the advice. Looks like I will just have to say goodbye to $850. I can understand if I don't get anything back from a promo economy fare, but a premium seat ticket? Lesson learned. I will never ever book another ticket with them. MH will get all my business instead.

Yeah it is a cough situation. But, I actually like that they have a 'premium' seat with the restrictions and thus cheaper ticket. I all you want is extra space over economy but with the same economy ticket conditions I aam happy to pay it. I actually think it is great, I don't want meals, I don't want entertainment, I just want space, it is a LCC doing right I reckon. But yes caveat empor and on the last bit, jetstar does the same with the change fare often being different.

 

[anat0l]

OMG. I have just discovered something even more outrageous with AAX! How can a regular economy fare be different between booking it outright and booking it as a change?! For example, SYD-KUL on Jun 7 next year is $389 but then when I go to the same date to change my flight, that same flight is now $669! This is a complete rort and AirAsia are crooks. Unbelievable!

Is it possible that AirAsiaX, like many carriers, have rules which will only allow you to change to a fare which is of equal or higher cost than the one you already hold?

 

[MH_fan]

Is it possible that AirAsiaX, like many carriers, have rules which will only allow you to change to a fare which is of equal or higher cost than the one you already hold?

I don't have a problem with that. I fully accept if I can't change my ticket to a sale fare but when I can't even get the "regular economy fare" that is quoted, then that's when I have a problem with it.

 

[anat0l]

I don't have a problem with that. I fully accept if I can't change my ticket to a sale fare but when I can't even get the "regular economy fare" that is quoted, then that's when I have a problem with it.

If the "regular economy fare" isn't higher in price than the one you paid for originally, you may not be able to access it. You may have to pay the same fare type but in a higher bucket.

Have you considered paying for the premium fare (i.e. the seats up front) - might be better than paying the differential for the same bare Economy seat, but of course you have to be prepared to handover that kind of money.


Worse comes to worse, maybe PM lovestotravel and see if you can get some tips to take AAX to the consumer affairs in your state. You may need some patience, though. It would help a lot if you could get the ticket cost breakdown with all itemised taxes, fees and surcharges, plus the base fare.

 

[JohnK]

Thanks for the advice. Looks like I will just have to say goodbye to $850. I can understand if I don't get anything back from a promo economy fare, but a premium seat ticket? Lesson learned. I will never ever book another ticket with them. MH will get all my business instead.

Buyer beware?

Sometimes no difference between a cheap economy flight or cheap business class flight or cheap first class flight.

 

[Sprucegoose]

Thanks for the advice. Looks like I will just have to say goodbye to $850. I can understand if I don't get anything back from a promo economy fare, but a premium seat ticket? Lesson learned. I will never ever book another ticket with them. MH will get all my business instead.

Well you do advertise your MH credentials. Why did you stray to AAX?? Greener on the other side?

I have thought of giving them a go, however your story and those of others with LCC's has put me off.

I value my time to go to recovery lengths needed here.


Sent from my iPhone using Aust Freq Fly app