Air Asia Philippines,
I am writing in request for an explanation and an update for a case that I raised back in January 2015. I have called multiple times your call center over the last 3 months and have been given various reasons that are fast becoming empty responses. Reference V92E6F for a compliant to refund $90.14
I used Expedia to book a vacation package for a flight and hotel for 4 people to Kalibo, Philippines back in January 2015. The agent booked the trip online but reported issues on the AirAsia website. As a result, the airline tickets for 4 people, was separated it into 2 trips. This should have not been an issue, however, your airline booked one of the passengers twice! I ended up with 4 tickets for 3 people, with one passenger double booked and another passenger with no ticket. When I asked for resolution, I was informed that I have to resolve it myself by seeking a refund directly with your company and that there is no way for me to speak with them, I would have to log it on their website. I am now sitting on another $90.14 ticket that needs to be cancelled and spend more than that amount to get the fourth person booked on the same flight.
And so in response, I called AirAsia locally and explained the glitch on your system. This all happened the same day the booking error was made. The agent I was speaking with gave me V92E6F for the incident. The same agent also informed me that a refund will be processed within 60 days.
And so I patiently waited up until the 3rd week of March 2015 when I had to call Air Asia Philippines for an overseas call again, asking for an update. The agent then informed me that my refund was not approved. I argued with her on the logic of this case as it completely does not makes sense. Your company is illegally withholding my funds and providing scripted responses. After raising the issue for escalation, she informed me that she will pass it on to the “auditing team” and they will call me within the next 48 hours. Now, more than 1 week has passed again and I have yet to hear from your company.
I really would like to have this resolved and responded to in a civil manner as I am on the verge of filing a grievance and appeal complaint for the lack of action and communication from your firm.
My expectation for a worry-free vacation in the Philippines is completely marred by this experience. I do hope you will be able to look into this and provide resolution the soonest possible time.
Extremely frustrated,
Kathryn Oro-Smythe