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Answered Cancelled AirAsia/AirAsia X flights. What to do?

MH_fan

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10 weeks and still counting for my refund request so far... Haven't received any updated communications from them either.
 

MH_fan

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13 weeks and counting. They did say it could take up to 16 weeks. Hopefully I will end up getting a refund. I'd be mightily pissed off to be told that they'll only offer me a credit after waiting 4 months!
 

MH_fan

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After waiting 14 weeks for AirAsia to process my refund, I get an email from them overnight explaining their current financial stuation and that, because of it, they won't be processing any refunds or travel credits until they can secure new loans to keep them afloat. So, what happened? I check my case number and the case has been closed. Seriously?! Just like that? That means I'll have to keep my eye on their financial situation and see if they successfully secured the loans and then re-apply for my refund, which will probably mean another 3-4 month wait! This is completely unacceptable and, frankly, quite outrageous. I think I have a pretty good case for a cc charge-back now, since they're in no position to offer a refund or travel credits! Would I be correct in assuming this?
 
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oz_mark

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After waiting 14 weeks for AirAsia to process my refund, I get an email from them overnight explaining their current financial stuation and that, because of it, they won't be processing any refunds or travel credits until they can secure new loans to keep them afloat. So, what happened? I check my case number and the case has been closed. Seriously?! Just like that? That means I'll have to keep my eye on their financial situation and see if they successfully secured the loans and then re-apply for my refund, which will probably mean another 3-4 month wait! This is completely unacceptable and, frankly, quite outrageous. I think I have a pretty good case for a cc charge-back now, since they're in no position to offer a refund or travel credits! Would I be correct in assuming this?

You could certainly start the process off. But bear in mind, it may be your bank that ends up wearing the cost of the chargeback, so they may play hard ball too....

Not to say it won't be successful, just may take a couple of rounds.
 

MH_fan

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Thanks for the advice, oz_mark. I've just initiated the charge-back with Amex. I think I've got a pretty strong case now that I have an email from AirAsia saying that they can't offer any refunds or travel credits.
 

MH_fan

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Amex have credited the funds back into my account so I now have to wait the 45 days to see if AirAsia X responds back.
Anyway, I have one more set of flights with Airasia (within SEAsia) that is clearly not going to be operating on Nov 3 and I STILL haven't received a notification about the flights being cancelled 6 days before departure! It's so frustrating because I need them to notify me of the cancellation so I can then initiate a charge-back but I guess this is probably what they're trying to achieve. Let's see if I get a notification at all!
 

p--and--t

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jgm

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I was in a similar boat, with the flights not showing as cancelled. In the end I was able to get onto a live person through AVA. I didn't find the option until I opened a case and chased it up a few times. The live agent was able to give me a credit on the spot, as I have changed all my other bookings to the same time next year.
 

moa999

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I was in a similar boat,

With AirAsia or AirAsiaX.

They are separate companies with separate share market listings. AAX is in far worse a situation.
 

MH_fan

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Finally got my cancelled flights notification...4 days before departure!! The email still had the audacity to suggest that a travel credit could be requested for the cancelled flights. Seriously?! Time for that charge-back!
 

MH_fan

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Update:
As a follow-up from my credit card (Amex) chargeback for flights I was supposed to take with them to Phuket in September, Amex found in favour of AirAsia X (D7) based solely on "evidence" that D7 provided. They told Amex that they did not cancel the flights and that I was a no-show, which meant I was not entitled to a refund. Seriously??! I have emails and SMSs informing me of the cancelled flights! That means they were the ones who cancelled the flights! Furthermore, they told Amex that I'd contacted them to cancel my flights instead, which also meant that I wasn't entitled to a refund. Notice how they contradicted themselves? And then they even went on to say that I also wasn't entitled to a refund because they'd already offered me a travel credit! WTF?! They did no such thing! Blatant lies. I have emails proving that they were processing a refund and then they also sent me that email that said that they could no longer offer refunds or travel credits because they'd gone into voluntary administration or debt restructuring, which is what prompted me to do the chargeback in the first place. What a bunch of crooks! They deserve to burn in hell. Even MH have not been this devious in my dealings with them.

Obviously, I've provided all my documents to Amex that proves that D7 are lying so I'm pretty confident the outcome will be in my favour. I will NEVER EVER fly with D7 or AK (AirAsia) again, even if they were offering free flights. I hope D7 dies, so that won't be an option.

Isn't that completely outrageous? Unbelievable! I'm also annoyed with Amex for taking their side without contacting me again to see if I had evidence to refute D7's claims. I'd provided all this information verbally and asked them when I first initiated the chargeback whether they wanted me to provide the relevant documents but they said there was no need. Is there any recourse for their very unsatisfactory handling of this situation?
 

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