Air Asia Reviews & Complaints
Reported By: Nishant Dash
Contact information:
Air Asia
Dear Sir,
This mail is regarding my AirAsia flight (PNR:- KINDKM) from Mumbai-Bali and back. The details are as below:-
My wife and I boarded Air Asia flight XT 853 from Mumbai on 26th November, 10:50 pm, which was supposed to fly us to Bali via Kuala Lumpur. We reached Kuala Lumpur around 7 am local time, where we were asked to disembark as all flights to and from Bali stood cancelled due to Mount Agung’s eruption. So, we went to the transit counter where the airline provided us with 2 options:- 1) Return back to India, 2) Book a ticket to Bali the next day at 8:20 am. We decided to stick at the airport for a day, hoping that situation will improve. But, at midnight, we were informed all flights to Bali stood cancelled for the second day running. So, we took the option to return to India. Since flights to Mumbai were also cancelled, we flew to Hyderabad.
On returning, I called up their customer care team to enquire about the refund. They assured me that I am entitled for a full refund in my AirAsia credit account as I was not able to travel to Bali, as was the intended destination. I also had the same answer on Twitter from their customer support team. I called in 3-4 times after that as well, just to be sure about the refund status. Each time, I was told that the full amount of the fare amounting to Rs 45, 786 will be credited into my AirAsia account within 72 hours. Today, when I checked my account, they have credited only the fare for the return leg of the journey. When I called the customer care team today, they apologized for the earlier information and were adamant that I was entitled for refund for only the return leg of the journey.
Please take a note of a few pointers below:-
1. The AirAsia officials at KUL airport told us that they informed their Indian counterparts about the eruption. If that was the case, why were we asked to board the flight from Mumbai in the first place ? We could have spoken to our tour operator and postponed the trip by a week or two.
2. The behavior of the AirAsia team at the transit counter in KUL was highly inhumane and unbecoming of a global MNC. We were not provided any accommodation nor were we allowed access to our luggage. We slept on the floor and waited for almost 40 hours at the airport, which has had a huge bearing on our physical and mental health. Wasn’t it their obligation to help us out and make sure we were comfortable ?
3. If I was entitled for only a partial refund, why was I assured, both on call and via Twitter, that I would receive full refund ? Today, when I call the customer care team, they inform me that they had never put in a request for full refund. I have a Twitter feed which clearly says that they have put in a request for full amount under credit shell. This is highly unethical and is a clear case of bungling of facts and information to loot customers’ hard-earned money.
This situation has left a very bad taste in my mind and I plead before you to take cognizance of the facts and take strict action against Air Asia and ensure we get our full refund.
Regards,
Nishant Dash
Ph:- 7873535457/7995014375