AirAsia refunds for cancelled Bali flights could take two months to process

AIRASIA customers have copped another blow as the airline confirmed refunds for cancelled flights to Bali could take up to two months to process.

Frustrated holiday-makers have been scrambling to get their money back after AirAsia confirmed its service from Melbourne and Sydney to Bali would end on September 1 despite already selling tickets.

Customer Geoff White said it was “extraordinary” the airline could hold back thousands of dollars from customers for a service they would never get when they needed the cash to rebook flights.

“You just realise how vulnerable you are with these clowns,” said Mr White, who had a holiday booked for his wife and two children.

He is still waiting for a $3000 refund from AirAsia and said while he had the money to pay for new flights with Jetstar, others weren’t so fortunate.

“I managed to buy other tickets but what about that poor lady I read about who is a single mother,” he said.
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“They’ve stuffed customers around and now they’re saying we’re holding your money for another 30 to 60 days.

“I just find it extraordinary.”

An Australian Competition and Consumer Commission spokesman said after widespread flight cancellations last year, AirAsia X had committed to processing refunds, flight changes and credits within 14 days.

“It is appropriate that refunds be offered in these circumstances and that refunds are processed in a reasonable time frame,” he said.

Customers have sent official complaints to the ACCC, but the spokesman said they should approach AirAsia first.

“Where the ACCC receives concerns of unreasonable delays in processing refunds across a number of customers it may raise these matters with the airline,” he said.

An AirAsia spokesman said the refund process “depends on bank processing times and the correctness of guests’ personal data provided during booking process”.

“Indonesia AirAsia X encourages guests to provide all the necessary information when making the initial booking and when asked to reconfirm the data, in order to ensure a timely refund process.”