Not 90%, but 99% of Guest Refund Requests Set Off: AirAsia

AirAsia Aviation Group Limited (AAAGL) wishes to clarify that it has resolved over 99% of guest queries and refund requests set off by the Covid-19 pandemic over the past two years.

“Given the sheer volume, this is no mean feat. Across all airlines in AAAGL, we have provided  a cash refund or credit shell to over three million bookings to date. In total we received USD1.80 billion in refunds requested by guests since 2020,” Bo Lingam, Group CEO of AirAsia Aviation Group Limited said.

“Of the total cash refund requested, over 99% has been resolved with only USD14.66 million or 0.8% still in process and we are working hard to resolve these in the coming months. Now as we are flying again in all of our key markets, we can fast track any outstanding requests as soon as possible. We do our best to keep our guests updated frequently with emails regarding their refund status, and they are also able to check the status of their refund anytime of the day via AVA, our multilingual virtual Allstar,” he added.

“Meanwhile, the large majority of our guests across the Group have opted for a credit account which is processed immediately and valid for up to two years for booking from the date of issuance. We wish to thank the millions of guests who have said they will take their refund in the form of a credit account which is the best way to help support our recovery,” he elaborated.

“With the resumption of domestic flights and reopening of borders in most of our key markets, we are very pleased to note that 88% of credit accounts that we issued have been utilised, signifying a strong appetite and confidence for air travel amongst the public,” he concluded.

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