AirAsia Aviation Group Limited (AAAGL) has announced that they have resolved 99% of requests for refund due to flights being disrupted by the Covid-19 pandemic over the past 2 years.
The refunds requested by guests since 2020 amounts to a total of USD1.8 billion (≈RM7.6 billion), which excludes the medium to long-haul carrier AirAsia X.
On Tuesday (29 March), AirAsia Aviation Group CEO Bo Lingam said “Of the total cash refund requested, over 99% has been resolved with only USD 14.66 million (≈ RM62 million) or 0.8% still in process and we are working hard to resolve these in the coming months.”
“Now as we are flying again in all of our key markets, we can fast-track any outstanding requests as soon as possible. We do our best to keep our guests updated frequently with emails regarding their refund status, and they are also able to check the status of their refund anytime of the day via AVA, our multilingual virtual Allstar.”
Since the Covid-19 outbreak, AirAsia said it has received an unprecedented volume of queries, averaging around 200,000 daily during the peak period. They have since spoken to over 5 million customers and settled most requests relating to cancelled flights by issuing credit accounts, cash refunds, or flight changes. AirAsia shared they have provided cash refund or credit shell to over three million bookings to date.
Customers who opted for credit accounts will have their credit shell processed immediately. However, the credit shell is valid for up to 2 years for booking from the date of issuance. If the credit was issued before 30 June 2021, AirAsia has extended the validity period to three years.
In the statement, AirAsia also shared that 88% of credit accounts that were issued have been utilised with the resumption of domestic flights and reopening of borders in most of their key markets. AirAsia also said this signifies a strong appetite and confidence for air travel among the public.
“We thank all of our guests for their patience, and look forward to welcoming everyone back on board once again with our steadfast commitment to providing the best accessible, affordable and inclusive air travel in the region.”
Meanwhile, it is worth highlighting that these refunds are only for bookings made on airlines such as AirAsia Malaysia, AirAsia Indonesia, AirAsia Thailand, and AirAsia Philippines.
At the moment, there’s still no update for AirAsia X which has recently gone through a debt restructuring exercise.