Air Asia — Refund for cancelled flight and alternate flight

Address:	560068
Website:	[email protected]

This is with reference to the Booking done with BL7UXK ( Kualalumpur - Kochi ), as an absolute shocker after going to the ariport for check-in at the time of the flight we were informed that the flight was cancelled and we have been moved to another flight which was 15 hours ahead of the current flight. I had another flight from Kochi to Bangalore (Booking ref : YCVKQY ), so understandably it was to be missed as well.

Please have a understanding of sequence of events ( horrifying and tiring ) :

1. Flight got cancelled and we were told that our number mentioned in the booking was invalid, which is totally false as we have been using this number actively and we did not receive any calls regarding the same.

2. We requested to adjust our flight to some other route probably through Chennai or directly to Bangalore, which was not taken care of, even though i had a child with me and we were simply told that they do not have approvals to do the route transfer.

3. The funniest part was - they suggested that we have moved the flight to Kochi and there we can request for another flight for bangalore, however which was also not available in next 20 hours timeframe.

4. When contacted with Ms Lisa at cutomer care service on Booth U16 KLIA2 airport, she suggested, confirmed and validated the fact that the existing flight would be refunded through e-form and also the new flight that we had to take on emergency basis will also be refunded. I categorically checked with her 2-3 times at the counter that the new flights are of higher cost but she said, that is okay and will be refunded.

5. Now when i did a cross check and the alternate flight to Chennai which was available in Malaysia airlines was booked and subsequent train journey to Bangalore from chennai was made, i am being informed that there is no refund policy for international flights ?????

This is totally absurd after the horrific experience with a child at a foriegn country and had to come back urgently. Can you please look at it and provide a solution to this. We have been asked to fill up a e-form for a refund, also as mentioned earlier Ms Lisa mentioned and confirmed more than thrice that the new flight\alternate flight will be refunded as well.

Amazingly just to add further there was another flight from Air Asia on the same night to bangalore, which i wanted to book but she said she cannot guarantee the refund in the carrier is same, i have no logic to understand why was this, since i had to pay twice the amount for an alternate arrangement.

I am pretty sure that i want to take this up at the right level so that this grievance is addressed and no one can take customer for a ride, specially at a foreign country with a child. To sum it up it was truly a bad experience and has to be taken care of.

Also hopefully there would be some SLA to settle such disputes as also the mental trauma I have gone through all alone with a eight year old in a foreign land. Hope to hear back from you.
Harassed Customer