How I got my refund from AirAsia

How I got my refund from AirAsia, after all the unnecessary 'assurance'!

On 4 Nov 2018 I wrote to AirAsia to advice me on what to do since my flight from Kuala Lumpur to Kota Bharu was first delayed, then took off but could not land, returned to Kuala Lumpur and retimed to the afternoon.

I had a return flight on the same day which made my trip impossible after the delay.

That was when I contacted AirAsia on Twitter.

Here came the replies,

Hello, we are so sorry for any inconvenience caused. As we check, the flight KUL- KBR was rescheduled to 13:10. Please approach the counter for further assistance. Hai Ly

1:29 PM - 4 Nov 2018

We are sorry for the inconvenience, Chye Wee (Yes, they got my name wrong!). If you are still at the airport, we suggest you to approach our Guest Service Assistance to assist you with Service Recovery Options. Sorry again for the inconvenience. - ili

4:24 PM - 4 Nov 2018

Dear Lee, kindly hang in there as we have sent a clarification request from the relevant departments. We will get back to you soon.-Sean

4:53 PM - 4 Nov 201

Hi Chye Ewe, we're sorry to inform you that we haven't got update from our team. We have reached our team back, and once there's an update on it we will notify you. Thank you. - Aji

12:00 PM - 5 Nov 2018

Good morning, Chyeewe. Apologize of the inconvenience caused, current we still waiting our relevant team advice on this. Will keep you update once we receive the outcome from said team. Thank you - Mar

9:03 AM - 8 Nov 2018

Hello there. We are sorry but we kindly ask to wait for your request because we just send the email to our team for further investigation. Thank you have a nice day - John

12:04 PM - 9 Nov 2018

Hi Lee, our sincere apologies for any inconvenience caused on this. We have sent another follow up to the relevant team and we will update you as soon as we have the information available. Thank you for your patience. -Nina

2:05 PM - 9 Nov 2018

Hi @chyeewe, regret to inform you that we're still waiting for our team. We will reach you back for any updates. Thank you. - Aji

5:18 AM - 15 Nov 2018

HI Lee, not to worry our team will check on this and update you accordingly. Your patience is much appreciated. -Shermen

1:27 PM - 15 Nov 2018

Hi There ,May we know if you have submitted an eforms case for a claim ? If yes ,May we have the case number please.Thanks-Emir

2:09 PM - 4 Dec 2018

(Finally someone made sense!)

Hello Lee, we are sorry for any inconvenience caused. We have sent another follow up to the relevant team and you will be updated soonest on the result. Thank you :) -Nina

5:54 PM - 4 Dec 2018

(There they went again!)

On 27 December 2018 I sent out all the screenshots of their replies and asked what happened.

Hi Lee, we are sorry for the inconvenience. We are still waiting for reply from the relevant team. We highly appreciate your patience on this. -Sam

12:56 PM - 27 Dec 2018

On 8th January 2019, I wrote:

So is that the standard answer from @AirAsiaSupport or you seriously have taken action? Don't you think 2 months after the original complaint without solution or answer is too long and beyond your SOP?

9:27 AM - 8 Jan 2019

Finally,

Hi Lee, we apologize for the inconvenience. As your flight is rescheduled more than 3 hours, you may request for refund. You can make your refund request at http://tinyurl.com/y8dtd466 For your privacy, we advise you to continue our conversation on DM. Thank you. -Sam

10:18 AM - 8 Jan 2019

Dear Lee. Make sure that you fill up the e-form with details: Enquiry > General Q&A > Flight Status and state your concerns clearly. Then, you must revert back to us with your e-form case number so we can escalate to the relevant team. Thank you. -Sam

11:08 AM - 8 Jan 2019

Looking forward for the case number Sir - Rafiq

11:37 AM - 8 Jan 2019

As the rest of the conversations were done in Direct Message, I would not share but I was informed on 15th January 2019 that a refund was on the way but it could take 30 to 60 days to clear.

However a refund was made on the same day.

My last two messages to AirAsia were,

1. After more than 2 months of unnecessary wait finally someone seriously read and understood my request. A solution is finally insight.

2. Thank you so much! You have just restored my confidence and trust in AirAsia!

Note:

1. I was sent 5 rating surveys throughout the the whole ordeal. I answered Very Unsatisfied for the first four surveys and Very Satisfied for the last one.

2. I guess the surveys were sent out automatically triggered by my response of Thank You or OK.

3. They did not reply on their own initiative. Their replies only came when I asked but there was a big gap when they went silent. That was when I was sarcastic with my question!