It appears that AirAsia continues to disappoint their clients, according to a recent Twitter post in which a netizen expressed her concerns regarding AirAsia’s incompetence. On Monday (19th September), the Twitter user posted a screenshot of her conversation via the AirAsia Super App to voice her complaint after encountering a problem when attempting to use the complimentary voucher.
The problem arose because the Twitter user was unable to process the entire voucher when it came time to use it. “This time, AirAsia has reached the limit. I can no longer be patient with them. You (AirAsia) really want to annoy your customers! It is my money that you converted into a voucher, and when it comes time to use it, there’s terms and conditions! That is my money! Please help spread the word about this post. This is too much,” she tweeted.
KALINI AIRASIA MMG DH MELAMPAU YA KALI NI AKU MEMANG TAK BOLEH SABAR LAGI DENGAN DIORANG. KAU ORANG NI MEMANG NAK MENGENA CUSTOMER KE SIAL!!!! DUIT AKU YNG KAU TURN JADI VOUCHER TU BILA NAK GUNA ADE TERMS AND CONDITION PULAK! WOI TU DUIT AKU TAU! TLONG VIRALKAN MELAMPAU SNGT pic.twitter.com/voP9apFQub
— AgustD Soldier (@FaraTarmizi) September 19, 2022
Following the thread, Twitter user @FaraTarmizi explained that when her flight was cancelled due to the pandemic, AirAsia allegedly gave her a voucher worth the money she paid for her cancelled flight rather than a refund. She then received an email with the following statement: “If your voucher exceeds the value of your flight booking, the unused credit will be retained in your account for your future use. If your voucher is less than the cost of your future booking, you simply pay the difference.”
However, when she decided to use the voucher after determining that it was safe to travel, she could only use RM 3,558 from the voucher, leaving a balance of RM 170.92. The user confronted the company via the AirAsia Super App, and after much difficulty due to the poor service, she received a response.
According to AirAsia, the voucher is only valid for the base fare of the flight. This enraged the Twitter user even more because the “complimentary” voucher was actually her own money, not one provided by the company. Furthermore, the voucher had an expiry date of 2027, so it has to be used by then.
Apparently, many others experienced similar issues with refunds for cancelled flights in 2020, but were not provided with a voucher or any kind of substitute, as well as other financial complications.
Neetashini Kanendran contributed to this article