Answered - Cancelled AirAsia/AirAsia X flights. What to do? | Australian Frequent Flyer
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Answered Cancelled AirAsia/AirAsia X flights. What to do?

MH_fan

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Just got notification that my flights with AirAsia X/AirAsia to Phuket for the end of August have now been officially cancelled (obviously due to COVID). They are offering travel credits valid up to 2 years, which is alright I guess, but would prefer a refund. The ticket is for 2 passengers. I'd happily take the credit if it was just me travelling but the amount I'd originally paid (>$2600) would probably cover 2 trips for me alone (which may be harder to use in that time frame) and, if I had to use it for the originally ticketed passengers, then it would also have to depend on whether the other person can travel on the new dates or not, which in itself creates another problem.
What are my options, if any, for getting a refund instead? I know that AirAsia have been trying to avoid refunds at all costs, which is why I waited for them to cancel the flights instead of me initiating a change of flight or converting my flights to a credit, which is what they were trying to get me to do a few weeks ago.
Any suggestions would be greatly appreciated. I bought these tickets about a year ago, which is well before the pandemic reared it's ugly head, via Amex. I didn't buy any insurance for it, unfortunately, until after the pandemic was officially announced.
 

irdonn

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Hi MH_fan,
Not sure if this is any help to you...
I waited for them to cancel my flights and have just contacted them through their frustrating bot on their website. It took about ten minutes to be put through to a human. They pushed the credit but I asked for a refund. They said it would take 12 to 16 weeks and be subject to evaluation and approval (whatever that means).
I'm not holding my breath but will see what happens. Just make sure you get a case number for future reference.
Good luck.
 

MH_fan

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Thanks, irdonn. That is actually helpful. What did you do to get past the bot? I've tried previously and it just ends up in a loop and then I give up.
 

irdonn

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No worries..

Onto the Air Asia website, chat with Ava, a bit of text will appear, click 'COVID 19 flight changes', more text will appear, click 'AirAsia cancelled my flight', yet more text will appear, click 'I want a refund', and then it will prompt you for some details regarding the booking and give you the option to click through to an 'all star'.

It gave me an estimated wait time of about 30 minutes yesterday afternoon but I was put through to someone within ten. Just keep an eye on the window. If they respond and you don't within a small time frame you'll get knocked to the back of the queue again.

I hope this helps.
 

MH_fan

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Thank you so much. I will give it a go when I'm not distracted and can keep an eye on the window.
 

MH_fan

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Finally had the time and opportunity to sort out my cancelled flights this morning. Managed to get through to a "real" person via their online chat (thanks to the advice from irdonn) after waiting just over 25 minutes. They tried pushing for a credit but I insisted on a refund (since they cancelled the flights). Got a case number and the request for a refund has been submitted to the relevant department. Was told it could take 12-16 weeks (which was fine with me) if it gets approved. Fingers crossed! I'm hoping that the fact that they were the ones who cancelled the flights means I have a better chance of a refund.
 

MH_fan

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How long did they take to get back to you? Did they provide a reason for the knockback? Are you still able to do a chargeback?
 

irdonn

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I made contact about two weeks ago.
The reason they gave was government restrictions caused the cancellation of flight, credit provided etc.
I'm not sure a chargeback is possible. It was booked eight/nine months ago.
 

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