Air Asia — Money Refund for the ticket for which boarding was not allowed

Address:

Bangalore India

Hi,

I had a flight booking for my family (Wife and Son) in AirAsia flight "I5 2878" from Bangalore to Delhi.
Departure Date: 21/06/2018
Departure Time: 4:55am from Bangalore.

My family reported to AirAsia baggage drop counter at 4:22am. They were told that check-in baggage is closed.
But they can travel just with cabin baggage. They were provided with boarding passes and an AirAsia staff accompanied them to get
through security quickly. But he did not do much and family has to wait behind 16 people. After around 10 minutes passed, he hurried to clear the security.

I got a call from boarding gate at 4:37am, I told her that they have cleared the security and will reach the boarding gate in just a few minutes.
They reached boarding gate at 4:40am but were not allowed to board the flight.
I expected that Airasia will arrange the travel in some other flight but to our surprise the family was exited from Airport that too after wait for half an our.

I called to the AirAsia call center(Case ID:[protected] and got to know that the ticket is auto cancelled with no-show comment.
Is this really a no-show case scenario? I needed better response/actions from a brand like AirAsia.
I would expect full refund for this ticket as it is definitely not a no-show scenario when the travelers reach to the boarding gate 15 minutes before the
departure time and not allowed to board.
I made several phone call complains to AirAsia call center and also made refund request via their portal "www.airasia.com/ customer support/contact channel/emailer/complain form/refund form".
But nothing happened. Please help my money get refunded for this booking. Thanks in advance!!

PS: Below is the summary of complains made with date and call id.

Regards
Sriprakash
+91 [protected]

On 25th December, below reply for my mail complain to the Nodal officer! (yahoo id).
“Dear Guest,

Thank you for your email. Your case reference is 08713613. We will get back to you as soon as possible.

Kind Regards,
AirAsia”

Follow-up call on 24/12/2018, Talked to Ravi Teza, case id: 08701924, he promised to drop a mail/escalate also to his( manager name : muzakir)
Nodal officer: [protected] (David Raj) (9:30am to 6:30pm Monday to Saturday).

Follow-up call on 25/06/2018, Talked to Sadia, case id: 04432076

21.06.2018
PR3E5Q – 04371771 = Call Centre/Toll free
Sonakshi
www.airasia.com/ customer support/contact channel/emailer/complain form/refund form

PR3E5Q[protected]
Sonakshi
www.airasia.com/ customer support/contact channel/emailer/complain form/refund form

Online Case ID: 04375903