I refer to your article dated July 15, 2022 titled “AirAsia X claims to have refunded 270,000 customers.“
How disgraceful AirAsia X (AAX) is by deceptively continuing to say that it wasn’t able to pay cash refunds due to the legal process of the restructuring.
Almost all local and international passengers’ requests for a refund for flights cancelled as far back as 2020 were rejected by AAX but are still waiting to receive their money back, and this was the case even before the company underwent its debt restructuring process.
Many passengers struggling with pandemic hardships have urged AAX to empathise with their struggles and refund their money spent on flights that never took off, while others said they were ready to boycott AirAsia over the matter.
Many international passengers have united to demand AAX’s refunds after waiting in vain for two years. While some were glad to have received their money back, they expressed disappointment in the airline’s customer service.
They said that credit or vouchers offered in lieu of refunds are of no use to them as there is no AirAsia service at their current locations. They have been left with no other choice as the airline company and authorities seem to be ignoring their complaints.
In truth, it is AAX’s stance and practice through its deceptive refund policy that solely protects the company’s interest by withholding passengers’ money for flights cancelled under all circumstances and completely ignores consumers’ rights to a refund. This is wrong, AAX should return its passengers’ money.
There is no cost to AAX since the journeys have not been performed. So why refuse a refund?
Instead, AAX should be ethical enough to allow consumers a refund with an option for credits or vouchers.
Obviously, AAX’s refund practice is unfair and misleading to consumers as it provides AAX the discretionary power to issue travel credits in lieu of refunds and thus causing a public outcry.
Also, the terms “refund” and “travel credit” are being used interchangeably and contradict each other in the same sentence.
According to the Cambridge English Dictionary, ‘refund’ means an amount of money that is given back to you, especially because you are not happy with a product or service that you have bought.
It’s misleading when AAX repeatedly says that it has already paid back almost all passengers by providing travel credits or vouchers.
A travel credit or voucher is not money that is given back to passengers and is therefore not a refund. In fact, AAX is enjoying all the benefits and interests by withholding passengers’ money.
This is AAX’s wrong stance on refunds as many if not all consumers who do not wish to fly again with AAX want a travel credit or voucher.
Based on the feedback from many affected international passengers, AAX’s refund policy has brought a bad reputation to Malaysia.
Accordingly, AAX’s stance and deceptive refund practice are unacceptable and if remain the same, it can rest assured that the public outcry over the apparent discrepancies in AAX’s refund policy will continue indefinitely.
In fact, there is no refund under all circumstances in AAX and thus consumers buy air tickets to kiss their money goodbye.
In the interest of developing a healthy aviation industry and doing the right thing, AAX urgently needs to deliver its commitment to its guests by revising its stance and revamping its flawed refund policy by considering consumers’ rights to a refund fairly, not making announcements, stances, and statements that are full of hot air.
Lee Tick Seng
Affected consumer
The opinion expressed is of the author’s own and no part of the content was modified or rephrased except for minor edits and grammar.
