[Resolved]  Air Asia X — Refund delay and Cold Response

Address:

Thane, Maharashtra

To
Director Commercial
Air Asia x

We were in group consisting of Ganpati Narsimhan – Ticket booking reference no.PCRGRX......., Sukanya Narsimhan Ticket booking reference no....PCRGRX...., Sharad Belpathak Ticket booking reference no....XDGR4U.., Rajesh Pralhad Mudholkar Ticket booking reference no... XDGR4U....., Ganesh Sovani Ticket booking reference no... XDGR4U..Shreyas Shreenath Mudholkar E7YDG9 Ticket booking reference no.. E7YDG9
1. we had booked following ticket from Air Asia direct sales agent
Ref no ...... XDGR4U
Sector BOM/KUL/BOM........
Amount .......MYR 579 PER PERSON PLUS 60 KGS LUGGAGE BOOKED PLUS AIRPORT TAX
Ref No . ...... XDGR4 were booked from direct sales agent at Mumbai .While issuing a said ticket it was made clear to your direct sales agent that my client do not intend to stay at kualalumpur but would catch Air Asia flight to Indonesia and your direct sales agent did not communicate to usthat no boarding pass will be issued without a visa.
2. That my clients believed that as per the normal procedure if a passenger is traveling through a 3rd country no visa is required and it is the duty of the direct sales agent to bring these factors to the notice of passengers by prominent intimation. Moreover we have also learned that various other passengers traveling on your airlines on this route of Mumbai -- kualalumpur -- Denpasar have also faced the same problem and the magnitude of the problem is also vast. Even the website did not prominently display such a serious condition of visa requirement even if passanger is just catching onward flight on international route.
3. WE reported for check -in in due time at Chhatrapati Shivaji Mumbai International Airport. We had also asked your counter staff to issue boarding pass but they refused to issue boarding pass. Therefore we also checked with your supervising staff and they intimated with quite bluntness that many people are being turned out for same reason and their tone indicate that they don't bother about passangers suffering.
4. In fact this is an unfair trade practice on part of your airlines and we also found on website of https://www.consumercomplaints.in that there are various other passengers who have lodged complaint on website.
5. We therefore would like to intimate you that we may be given refund of amount of fare or we should be given credit note for any other travel plan we desire to choose.
6. we would also call upon you to review the policy of refund on international flights so as to be fair to passengers hard earn money. You must consider the fact that passengers do not plan their trips abroad with intention to cancel as lot of efforts go into the aspect. Considering these aspect we feel that you will not compel us to engage in long drawn communication, follow up and legal course and you are requested to get an amicable fair resolution of the problem.