Air Asia — Refund case from airasia

Address:

Bangalore, Karnataka, 560102

Booking Number: XL459E, Refund case number: CRM:0001167

"We were supposed to fly to Bangalore, India from Sydney, Australia on the morning of 31st Jan (11:55 AM) when we receive a message in the morning from Air Asia saying that our flight (D7 223) had been rescheduled to 4:40 pm from 11:55 am. Given this delay, we would have missed our connecting flight AK 53 from Kuala Lumpur to Bangalore. Hence, we requested ground staff at Sydney airport to give us the next flight details which we would have boarded given we had flown via this delayed flight but they didn't have a clue about it nor about the visa in Kuala Lumpur, had we decided to stay there. They just told us to board this flight and get down in Kuala Lumpur and get our luggage and then, we will be told what to do. We had a severely critical meeting on Monday morning in Bangalore and if we would have missed it, we would have had catastrophic consequences. We kept on asking for the connecting flight details, waiting in queue for couple of hours just to be disappointed by a clueless ground staff who were rude enough to tell us that "flight is going right, what is your concern then". We even checked for available Air Asia flights from Kuala Lumpur to Bangalore given we board this flight, then, when can we get to Bangalore at the earliest, only to find out that next available flight would be tomorrow (1st Feb night).
We were deeply hurt by the cluelessness and rude behaviour of the ground staff and inaptness of the airline to meet with it's promise to take us to Bangalore on 31st. Staying one more day outside was not an option as we had to get back to Bangalore for the meeting on Monday, hence, we asked ground staff to refund our money but they were extremely insensitive about it and simply said NO to it. We had to board another flight the same day at an extremely high price due to the irregularities and inaptness of the airline and due to no fault o[censored]s."

We had filed for refund 15 days ago and we mailed nodal and appellate office too but no reply other than automated mailer