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 coughet 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.
 
Solution
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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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?
 

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!
 

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.
 

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 coughet 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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esther_a

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I had flights booked with AirAsia X (lie-flat beds) for September 2020. I opted for the credit. All good so far... and then I received the "Notice to Creditors" email this week kindly inviting me to submit "Proof of Debt" documents so I can claim any crumbs left after their debt restructure. I suspect my $$$ are gone. Anyone else in this situation? Any suggestions/tips?
 

robinsparkles

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Got the proof of debt form doc for a credit note I received last June. But in paragraph 4 it states that if you don't lodge the form AAX will rely on its own record to ascertain the amount. I take that to mean I don't have to complete the form?
 

Melburnian1

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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 coughet in September, Amex found in favour of AirAsia X (D7) based solely on "evidence" that D7 provided.

MH_fan, I agree: outrageous. One of the most blatantly untruthful set of excuses from an airline yet (assuming everything you claim is correct).

Could you please give us an update?
 

MH_fan

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MH_fan, I agree: outrageous. One of the most blatantly untruthful set of excuses from an airline yet (assuming everything you claim is correct).

Could you please give us an update?
Oh, I thought I'd given the update to that. My apologies! Amex eventually found in my favour about 4 weeks later when I provided evidence to refute every single claim AirAsia X made against me and the cost of my flights reimbursed.
Goodbye forever, AirAsia X. I will never fly with them again no matter how cheap the flights are after how dishonest they were. MH were difficult to deal with but AirAsia was even worse.
 

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