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.