Login Now to remove this and all advertisements (GOLD and SILVER members)
Not a member? Register Now for free

Cancelled AirAsia/AirAsia X flights. What to do?

MH_fan

Established Member
Joined
Apr 30, 2009
Messages
1,620
Points
405
Qantas
Platinum
Virgin
Platinum
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.
 

MH_fan

Established Member
Joined
Apr 30, 2009
Messages
1,620
Points
405
Qantas
Platinum
Virgin
Platinum
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

Established Member
Joined
Apr 30, 2009
Messages
1,620
Points
405
Qantas
Platinum
Virgin
Platinum
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?
 

oz_mark

Enthusiast
Joined
Jun 30, 2002
Messages
18,678
Solutions
3
Points
1,425
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

Established Member
Joined
Apr 30, 2009
Messages
1,620
Points
405
Qantas
Platinum
Virgin
Platinum
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.
 
Trying to access your favourite Australian websites when overseas only to discover they have been geo-blocked? Concerned about your internet privacy especially when using unsecured wifi? NordVPN will solve both these common problems.

Recommended by the Australian Frequent Flyer

MH_fan

Established Member
Joined
Apr 30, 2009
Messages
1,620
Points
405
Qantas
Platinum
Virgin
Platinum
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

Established Member
Joined
Sep 28, 2008
Messages
3,420
Solutions
1
Points
985
Qantas
Bronze
Virgin
Red

jgm

Member
Joined
Feb 16, 2007
Messages
369
Points
225
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.
 

MH_fan

Established Member
Joined
Apr 30, 2009
Messages
1,620
Points
405
Qantas
Platinum
Virgin
Platinum
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

Established Member
Joined
Apr 30, 2009
Messages
1,620
Points
405
Qantas
Platinum
Virgin
Platinum
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?
 

Community Statistics

Threads
86,620
Messages
2,100,930
Members
53,919
Latest member
carladanita.075
Top