AirAsia settles 70% of refund requests

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Low-cost carrier AirAsia said it has resolved 158,324 cases of refund requests, which were either converted to credit accounts or refunded in complete payments.

The company said this translates to 70 percent of the total 205,141 refund cases that the carrier has received since January 2020.

The remaining 30 percent or 46,817 cases are still “in progress” due to the sheer volume of requests, mostly lodged during the lockdown period.

“We understand that the pandemic has also affected the lives of our guests and the delays in processing refunds can be very unsettling, especially during these challenging times. For this, we sincerely apologize,” AirAsia Philippines Spokesperson Steve Dailisan said.

“AirAsia has developed additional digital solutions including same-day credit accounts to enhance its customer support channels which include simplifying steps for requesting assistance. The whole AirAsia Allstars family is working double time, not only to sustain the viability of the company and our almost 2,000 hopeful employees, but most importantly, for our flying public.”

Asia’s largest low-cost carrier said it has been consistently talking to different local government units and offices to update the public of the changing travel restrictions and regulations while keeping the promise of flying passengers safely home.

While doing all these, AirAsia said it makes sure that locally stranded individuals (LSIs) and overseas Filipino workers (OFWs) are reunited with their families; business travelers and essential cargos reach our domestic destinations to boost economic activity. “AirAsia continues to fly and serve our guests with world-class service, and safety at affordable fares.”

“You can be assured that we in AirAsia, will never leave you behind. Our promise stays true that we are all in this together. We are always guest obsessed and pledge to resolve all of our obligations in due time,” Dailisan added.


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