AirAsia X promises refund repair

AirAsia X promises refund repair

AirAsia X has addressed a major flaw in its current refund system, which failed to keep up with the airline’s rapid expansion, resulting in a number of passengers not receiving their refunds.

Fresh CEO for the Group, Datuk Kamarudin Meranun, has jumped onto the issue, releasing a statement saying the company is “in the process of migrating our refund process to our global shared services office in Penang.”

What this means is that when the migration is complete on March 16, the refund team will be able to process refund requests in less than 45 business days.

The refund debacle was exacerbated by the QZ8501 incident as well as the unforeseen delay in the Denpasar – Melbourne route approval, which resulted in a backlog in the refund process.

“We are also taking additional measures to improve productivity and to add convenience and comfort to our guests’ travel experience,” Kamarudin Maranun added.

“To start, we have set up a task force led by our newly appointed Group Head of Corporate Quality, Customer Support & Innovation, Mimi Phua.

“Mimi will be responsible for spearheading a series of improvements and modifications including the development of a new platform that will enable all of our guests to track their refunds both online and on mobile devises. The platform is currently scheduled to launch in July of this year.”

Kamarudin Maranun apologised for the inconvenience, adding that a AUD$50 e-gift voucher would be given to all guests yet to receive their refunds.

The e-gift vouchers will be valid for use towards any AirAsia X (D7, XT or XJ) flights.

Email the Travel Weekly team at traveldesk@travelweekly.com.au

    Latest comments
    1. Seek an advice on air fare refund due to flight cancellation

      I am seeking an advice on refunding my air fare which I was booked online from Air Asia in July 2014 to travel 20th June 2015 and 3rd July 2015. These bookings were for four people on two different dates.
      Due to the flight cancellation they have given me three options and I have selected refund as we were not comfortable with the air asia rescheduling ,

      I was informed on 20 April from Air Asia that my refunds were sent to the bank and I could claim within 14 working days. After the said period I checked with my bank and it has not come ; even until today it has not reached to my account. I have already waited nearly one month to get my refund and since I made another booking with another airline , I urgently need it to pay my credit card bill.

      I have all evidence such as emails they sent on flight cancellation, confirming refunds and emails of refund already sent to the bank etc with relevant case numbers with me. ( Booking nos RBN7YM and DY72KM and case no CAS-11276934-7CT19B).

      Please inform me when do I get my refund realistically .

airasia x Datuk Kamarudin Meranun Penang

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