In a statement released late Friday 27th February 2015, the new AirAsia X Group CEO, Kamarudin Meranun has apologised for the recent difficulties experienced by passengers in processing refunds, which have been exacerbated by the QZ8501 incident as well as the unforeseen delay in the Denpasar – Melbourne route approval, which has caused a backlog in the refund process.
Mr Kamarudin, who took over as Group CEO of AirAsia X early in February, said he has been working with the new management team to review all aspects of the business to ensure that guests may be assured of the best products and services available.
One area identified as being in need of urgent upgrade, is the current refund system, which, due to the rapid expansion of the company, had become much less efficient.
He said “We are now in the process of migrating our refund process to our global shared services office in Penang. Once the migration is completed on 16 March, our centralized refund team will be able to process the refund requests in less than 45 business days (excluding processing time from customers’ merchant banks).”
He further added “We are also taking additional measures to improve productivity and to add convenience and comfort to our guests’ travel experience. 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.”
For all inquiries on outstanding refunds, guests can email their PNR (booking number) to [email protected] to facilitate the processing.
In making the apology for the inconveniences caused to the affected passengers, AirAsia X a $50 AUD e-gift voucher to all guests who have yet to receive their refunds as a token of appreciation for their continued patience. The e-gift vouchers will be valid for use towards any AirAsia X (D7, XT or XJ) flights.
This Post Has 2 Comments
I am TOMY JOSEPH MUNDANCHERIL and purchased ticket through AirAsia to travel from Melbourne to Kochi on 9th Aug 218
I travelled on 9th August, 2018 flight number (D7 215 ) from Melbourne to Kuala Lumpur and when I reached at Kuala Lumper in the evening and my flight to Kochi ( AK 39 )on the same day cancelled . The purpose of my journey to attend a family event on 10th and 11th of August 2018 in Kochi. Up on enquiry at Air Asia Kuala Lumpur air port customer service office on the same day informed me that they were helpless to provide alternative travel arrangement on the same day, next day (11th August ), no accommodation, food or refund of air ticket money. The above said action of Airasia gave me immense stress and not provided me any help to rearrange my ticket. Therefore I had to purchase my ticket to Malindo Air on the same day and paid MYR 1806. I had to travel to Trivandrum then by taxi to Kochi. Therefore I request your office to refund the air fares with additional cost I had to paid to Malindo Air and taxi charges of INd rupees 7,000- I would request your office to pay the refund of ticket money with all other additional expenses I had occurred . Please pay the ticket refund money with additional cosy as soon possible. Yours faithfully,TOMY JOSEPHMUNDANCHERIL
Hi Tomy, I sympathise with you over your distressing experience. However, we aren’t agents for AirAsia X / AirAsia and can’t arrange what you are requesting. What need to do is submit your claim directly to the airline through their customer care You may reach AirAsia with your compliments, requests, enquiries or complaints through:
Call Centre: 0512-8555 7711 (8:00 am-9.00pm), Monday to Sunday
Their advice re Flight rescheduling and cancellatn should be helpful – https://www.airasia.com/my/en/about-us/customer-service-and-contingency-plan.page The link to the eform is on this page.
If you have taken separate travel insurance, you should assemble all your evidence and make a claim.