April 6, 2010
RESERVATION 118739 canceled by Air Asia. Once again, the cancellation was not by me, but by Air Asia. Email notice by noorhuzaimahchez@airasia.com. Due date not mentioned at all.
April 8, 2010
I emailed asking what was meant by "full refund", never answered.
April 8, 2010
I emailed asking what was meant by "full refund", never answered.
May 27, 2010
I did not find any credit fund in my account from Air Asia. I sent an email inquiry. Replied by Ms. Noor Huzaimah: please allow the financial institution counterpart the time frame of 30 to 40 working days to successfully conduct.
June 10, 2010
Mss. Noor Huzaimah emailed me: Q list ada telah disemak, wang ada akan dikreditkan pasa 21 June 2010.
June 23, 2010
Checked my bank, no refund from Air Asia. Wrote on Air Asia Go's wall on Facebook and as a reply was told to check my bank. Stupid. I already wrote that I had already checked with my bank. I wouldn't have written on their wall without confirming with my bank first.
June 25, 2010
On Facebook I was told to be patient, because the refunding has just been processed 1 month ago.
I wonder, is April 6 to June 24 one month??
June 26, 2010
An email from Air Asia telling: Please be informed that refund processing takes 30-60 working day to revert back the money to your credit card by Mohd Asraf Abdul Latif.
June 30, 2010
June 30, 2010
Ms. Noor Huzaimah emailed me and promised (again) We were informed by the Finance Department that the reverse charge amount will be credited the earliest by July 7, 2010.
July 8, 2010
I emailed Ms. Noor Huzaimah asking why I haven't got the refund yet. The answer:
Sorry again an apology, I already counter check with my fraud department, the refund will be credit at end of month ( July ).
Sorry again for the inconvenience as we don’t have any attention to keep your money.
_________________________________________________________________
I've just got an email notification today (July 8) from Air Asia that an amount of 147,316.21 IDR has been transferred to my account. The amount Air Asia actually charged from my card was IDR 409,652.29. That included hotel and tour activity fee.
On April 6th I got an email notification as follow:
Dear Shuni Vashti,please note that we unable to provide your the tour activity & will proceed full refund
due to minimun pax for tour is 2 pax & the hotel that u been stay is not KL city hotel & tune hotel is 1 hour
to KLcity.Rgds noorhuzaimahchez@airasia.com
To my understanding, "full refund" means "all" the money Air Asia has charged from my card. But to make sure, I emailed Air Asia and Ms. Noor on April 8th. I asked whether or not I should make a new booking for the hotel. I never got an answer. So I assumed (that was stupid) that my understanding was correct.
Today (July 8) when I asked why I only get 147,316.21 IDR back, answer was that Air Asia only refunds the tour activity.
Someone by the name Anonymous told me to contact Tony Fernandez's FB, which he said is the Director of Air Asia. So did I write PLUS the link to this blog.
July 9, 2010
Tony Fernandez replied to my wall post. He asked me to write him my problem. I asked him to just read my blog for the whole story.
Mr. Ano showed up and told me that I should email Tony. Apparently he had read my reply on Tony's wall. The funny thing is he said: am sure you can send a mail to Mr.Tony. It is just a question of attitude.
---> Whose attitude are we talking about?
Mr. Ano also wrote:
If the boss is replying to you to write to him, and you tell him to read your blog.
--> Am I seeking a job in Air Asia that I must be kind and polite?
So Air Asia is not going to return the money they took from me because I don't want to email the Director of Air Asia, Tony Fernandez. Fine.
July 13, 2010
An email from Ms. Noor Huzaimah:
"...due to much deliberation on your comments and consideration by our higher management as gesture-of-goodwill, we wish to reiterate that we have just proceed with refund process for the hotel portion amounting to IDR262,336.08. Again, please allow the financial institution to work on this reversal transaction which take around 30-60 working days to complete."
What?? Gesture of goodwill??
Hello...! When Air Asia informed me that my tour is canceled and that I would get a full refund, I replied politely asking whether that means the hotel also. But until now my question is never answered.
Most important thing, I asked on which part in Air Asia's notice was mentioned that the full booking was meant for the tour only. That's never answered either.
_________________________________________________________________
I've just got an email notification today (July 8) from Air Asia that an amount of 147,316.21 IDR has been transferred to my account. The amount Air Asia actually charged from my card was IDR 409,652.29. That included hotel and tour activity fee.
On April 6th I got an email notification as follow:
Dear Shuni Vashti,please note that we unable to provide your the tour activity & will proceed full refund
due to minimun pax for tour is 2 pax & the hotel that u been stay is not KL city hotel & tune hotel is 1 hour
to KLcity.Rgds noorhuzaimahchez@airasia.com
To my understanding, "full refund" means "all" the money Air Asia has charged from my card. But to make sure, I emailed Air Asia and Ms. Noor on April 8th. I asked whether or not I should make a new booking for the hotel. I never got an answer. So I assumed (that was stupid) that my understanding was correct.
Today (July 8) when I asked why I only get 147,316.21 IDR back, answer was that Air Asia only refunds the tour activity.
Someone by the name Anonymous told me to contact Tony Fernandez's FB, which he said is the Director of Air Asia. So did I write PLUS the link to this blog.
July 9, 2010
Tony Fernandez replied to my wall post. He asked me to write him my problem. I asked him to just read my blog for the whole story.
Mr. Ano showed up and told me that I should email Tony. Apparently he had read my reply on Tony's wall. The funny thing is he said: am sure you can send a mail to Mr.Tony. It is just a question of attitude.
---> Whose attitude are we talking about?
Mr. Ano also wrote:
If the boss is replying to you to write to him, and you tell him to read your blog.
--> Am I seeking a job in Air Asia that I must be kind and polite?
So Air Asia is not going to return the money they took from me because I don't want to email the Director of Air Asia, Tony Fernandez. Fine.
July 13, 2010
An email from Ms. Noor Huzaimah:
"...due to much deliberation on your comments and consideration by our higher management as gesture-of-goodwill, we wish to reiterate that we have just proceed with refund process for the hotel portion amounting to IDR262,336.08. Again, please allow the financial institution to work on this reversal transaction which take around 30-60 working days to complete."
What?? Gesture of goodwill??
Hello...! When Air Asia informed me that my tour is canceled and that I would get a full refund, I replied politely asking whether that means the hotel also. But until now my question is never answered.
Most important thing, I asked on which part in Air Asia's notice was mentioned that the full booking was meant for the tour only. That's never answered either.
SUMMARY
- Air Asia canceled a booking, promised to give full refund but without due date.
- By email I asked the meaning of "full refund", never answered.
- 1,5 month later said, needed 30-40 working days for refund.
- 2 weeks later, promised a due date which was 11 days away.
- On promised due date, no refund.
- 1 week later said, needed 30-60 working days.
- 1 week later, another date was promised: July 7th.
- On promised due date, no refund.
- A new promised due date: end of July.
- An hour later, the same Ms. Noor said, the refund has been transferred.
- I got back not even half of the total amount Air Asia took from me.
- Air Asia has promised (again) 30-60 working days for returning the hotel fee.
- What takes is it so long for Air Asia to refund the amount they credited for a booking they canceled themselves?
- Why does it take an instant to charge a credit card but months to refund what they themselves canceled?
- Can Air Asia count?
- If Air Asia think they are right, why Air Asia never answered when no matter how many times I resend Air Asia's notification and ask in which part it was mentioned that the full refund was meant for hotel only?
Posts
That is so so soooooooooooooo frustrating! In the first place, they should have the courtesy to refund to all customers AUTOMATICALLY and not upon request. What kind of customer service is this?!
ReplyDeleteHi Shuni, I've had some excellent help from Ms. Tina (tinanubib@airasia.com>) who processed our refund within a couple of days after the cancellation. However, I'm not sure whether the e-mail is still valid because our last correspondence was in 2008. Anyway, it's probably worth a try. Good luck!
ReplyDeleteHi, Fiona.
ReplyDeleteThank you for your information. I'll try, but I don't think it would make any difference. Just see how many times I've complained and it just seem that Air Asia has no intention to return my money. The just promise a date and another date, and another date... :((
Hi Shuni, i found that your case finally has been solved by AirAsiaGo Facebook Team. *clap* *clap*
ReplyDeleteHey Anonymous!
ReplyDeleteAfter this loonggg terrible delay, aren't you ashamed to clap your hands??
The latest "proof" sent to me stated that the refund was even less than half of the whole money taken from me. I asked Ms. Noor, and she replied that "We only refund the tour that we had cancel, the hotel is remain as use service."
And... in Air Asia's booking cancellation email, I was told that I would get a FULL refund. Is this a full refund?
Which Tune Hotel are you staying in? How come 1 hour from KL City? Are you staying at the KLIA-LCCT hotel at the airport?
ReplyDeleteAnyway, if you can't get your full refund, you can always go to the Malaysian Consumer Tribunal and file for a suit (it cost only RM 5 to file a report):
http://ttpm.kpdnkk.gov.my/portal/index.php?option=com_frontpage&Itemid=1
E-mail or call the Tribunal representative. I'm sure they are more than willing to help you out.
I believe that this is a communication mistake by Airasiago and hence they should take responsibility for not informing only tour is cancelled and now not refunding the full amount. Suggest that you can write or post a message to Mr.Tony Fernandes, Director of air asia in his facebook page. Atleast after this they will stop this kind of mistakes and also arrange a full refund for you.
ReplyDelete@Fiona:
ReplyDeleteThanks for the link. I'll use it if I don't get a full refund plus compensation for canceling my booking and for giving me false promises. I won't mind to spend 5 RM or even 10 RM as it was not my money that has been taken, but the way Air Asia deals with me like playing with me, I totally upset with Air Asia.
@Anonymous:
ReplyDeleteThey did not only gave me a misleading information, but also did not reply when I tried to confirm the term of "full refund".
I've wrote on Mr. Tony Fernandes' wall. However, if you say he is the director, then doesn't he check the pages of his own company? I've posted several times on Air Asia and Air Asia Go. And he has never known about my case...? That's another funny thing.
if u are a CEO of a company with 14million customers per year..n FB page with over 300,000 fans..will u be reading all the posts and following all inquiries????
ReplyDeleteTrue , Airasia's customer service is very bad..they are not keeping up with the growth of their company...Even low cost, customer service and refunding should be attended seriously...I am sure Tony will look into this matter very sooon..
He is doing so much n helped so many people to travel around..while u talk bad about them, u also have to consider the good service n offers they have given to millions of people..
@Anonymous:
ReplyDeletePlease note that this is not a problem that happened to me only. Some other people had experienced the same thing. Besides that, I myself did not only write or twice on Facebook and email. If I did, I wouldn't expect Tony to notice his people's failure (I actually like to say it "a cheat".)
Yes, I do appreciate Air Asia's services and it wasn't until I felt being played around that started to write this blog. If you ask me what I mean by being played around, I've told you already to read my description more carefully. And if you've read the comments Air Asia Go gave to me in emails and on Facebook, you'll see how they tried to put me off as if hoping that I'll get tired and stop requiring for my money back.
The money Air Asia took from me is not quite a big sum. But as this did not happen only on me and as my money wasn't kept for only a month or two... hmmm, it might be an answer why Air Asia can provide low cost services.
Comeon Shuni, you had written so many times and if you have the time to make replies, am sure you can send a mail to Mr.Tony. It is just a question of attitude. If the boss is replying to you to write to him, and you tell him to read your blog. I understand your frustration, but at the same time, it is not Mr.Tony to whom you must show this Frustration to. This is the first time you take this case to him. Just give him a Summary about the communication mistake and delays. The problem in your case is that they cancelled the Tour and informed you and didnt specify which part is cancelled. Inspite of your email, the customer support team can act only within their limitations. Again, am not trying to justify the mistakes, but just telling that for every problem there is a hierarchy and it helps save time when you take the right route.
ReplyDeleteHello, Tony....! Ooops... Ano... I kinda like your name, Ano. It's cute, Ano :P
ReplyDeleteOkay, so Air Asia is not going to pay me full refund because I don't want to rewrite my story to the Director. Fine.
Hey, guess you are frustrated a lot, just send a mail to Mr.Tony. Airasia helps millions fly at such a cheap price and their busines model is Amazing. Yes, there are shortfalls, but am sure they will work on it and improve. But it doesnt mean that they are cheating and doing it on purpose. Yes, they are understaffed, customer support is NOT effective. But if they have to improve their systems all together it will cost them huge and they will not be low cost anymore. give them time to improve on the problems, but again at not people's cost and continous feedback only can improve them. If we need such low cost carriers, we need to support them first and then expect more from them. If not satisfied, We always can pay more and choose other options which are available at much much higher costs. :-)
ReplyDeleteHey Tony... Ooops, Ano, I mean.
ReplyDeleteHave you read the title of this blog? I said "The Risk of Low Cost". Yes, we have choices. So if we choose a low cost, here's the risk. It's up to us to take the risk or not.
Give time to improve? Hmmm... how much time do you think I should give? Forever?
Hey, Shuni, am from India and I am a big fan of Airasia. Also I support them because they help lot of people take the ariel route when no national carrier cares for such initiatives. Such airline costs make the world smaller and help people travel around the world to meet people, places and understand culture. Hence I suggested u to write to Mr.Tony, and saw his reply. Thats why i insisted that you send a mail. Crazy that you think the replies come from Mr.Tony and you get upset with everyone. Dont you think it is a question of your Attitude? and due to Frsutration, you have made up ur mind now. I was just trying to help you and also clear your impression about Airasia. Who cares it is not my job. If you prefer to just crib and crib and be rude to all people... you can continue to do that. Last time when someone said you got the refund,..clap, you asked arent you ashamed? and this to someone who is replied to your post. How do you expect them to know that you recd only part refund and expect them to go into detail about your problem.
ReplyDeleteRealise, it is a choice for you to move on from here and what to do... If you think you are smart, you must have written how to go the hierarchy and get the problem solved quicker than writing to the same customer service again and again. And when someone tries to give a solution, you presume some thing and then make your own decisions. Ofcourse it is your choice...
Thank you, Smart Man :-)
ReplyDeleteHi Shuni, i am a fans for AirAsia too. I do understand your situation as things are not being the way you wish for. As my understanding, you are staying at Tune Hotel LCCT rite and on the description of the Itinerary, i notice that it stated clearly
ReplyDeletePLEASE NOTE:
This tour departs from Kuala Lumpur City Hotels
i think sometimes, most of us miss out this point where we do not look at it clearly, as AirAsiaGo is an online travel, as for online travel, there won't be anyone calling and giving u full information on it, it is our responsibility to check out the information.
i am not trying to Help AirAsia, but i do understand their Situation, let's think like this, when they are giving u a very good deal, do u thank them ? when sometimes we did a small mistake , we will blame all on them .. trust me , this is human nature ..
@Another Mr. Ano again:
ReplyDeleteReply to your 1st paragraph: I simply chose what was offered by Air Asia. At that time there was an option for that. Moreover, actually I was okay when they sent me and email that they can't provide the tour. I did not insist at all.
Reply to your 2nd paragraph: I understand that you are a big fan of AA. I was too. But no matter how fond you are of AA, it would be wiser if you read carefully before you write a comment. I mentioned already that I sent them an email asking what "full refund" they meant on April 8th, but they never answered. Even yesterday and today I have already resent that email and also the email notice of their tour cancellation asking in which part was mentioned that the refund was for the tour only. Read carefully, before you tell me what my responsibility is.
Reply to your 3rd paragraph:
If you read on my other posts, you'll find that I've in a way promoted Air Asia. I also enclosed their web's link in my blog. I have their photos and mention the good things about them. And... those are still there up to now.
Yes, to err is human. But to play around with someone you've done wrong to is worse than human. Please note that this case happened on April 6th and since that I had been fooled around. I never wrote anything on FB nor on this blog until a month ago.
We need to understand below.
ReplyDelete-AAG acts as Travel Agent only.
-AAG pays the Hotel upon booking.
-Cancelled Tour has been refunded after long delay.
-your Money is not with them now.
-Due to non-clarity of communication from AAG, you are entitled to complain and ask Refund/Claim.
Cheers.
HI Shuni, I've been reading up on your refund nightmare which sounds very similar to what I'm going through now. I am dealing with the same people that you mentioned and they are useless. I was wondering if you ever got your money back and who the best person was to contact at airasiago. I am frustrated and annoyed and my entire holidays are on hold cause they are holding my refund! Please advise! Much appreciated!
ReplyDeleteYes, I after this long fight, I got 100% of my money back with a note of Air Asia telling me that it was a "gesture of goodwill".
ReplyDeleteI don't know who you can contact. No one seemed to care about a customer's complaint. I was told to write to Tony Fernandez, but he told me again and again that I have to write him an email if I want to complaint and I think that's odd. That's the funniest answer I've ever got as a customer.
It looks like that Tony Fernandez and the whole Air Asia understands how the whole world needs them. "Why bother about a complaint? You need us, anyway. You are free to leave us, if you can afford that. However, let us show you a gesture of goodwill." That's how I picture Air Asia's attitude on this matter. Arrogant.