Hundreds of disgruntled AirAsia customers have slammed the airline on social media for failing to refund them after cancelling a Melbourne to Bali route in early June.
Some have taken to the airline’s Facebook page to threaten legal action after waiting for more than two months for a response.
Melbourne couple Patrice Lade and Joshua Williams had booked 14 return AirAsia flights for their wedding in Bali in September.
They said they were informed on June 2 the route had been cancelled and they should apply for a refund online.
Almost two months later, the couple has had to cancel their honeymoon due to being more than $4000 out of pocket.
“On the 15th of June we received an email that said our flights had been refunded,” Ms Lade said.
“It is now the 28th of July and we have not received any of our money.”
The couple is owed a total of $4612 for the flights.
Ms Lade said each time she has attempted to contact the airline and discuss the refund they either “hang up on us or close the online chat because they can’t help us”.
“We were told all we had to do is fill in an e-form, which we did on the 4th of June 2016. We have now sent 24 e-forms and still no one can tell us where our money is,” she said.
“We contact them via phone and they tell us they can’t help us, to fill out another form, and then they hang up on us.
“Now you can imagine how stressful this is, trying to pay for a wedding and having to book all new flights. We are really struggling and have no idea where we can go from here.”
The Melbourne couple is not alone.
AirAsia’s customer service Twitter page receives complaints every few minutes from disgruntled travellers seeking refunds, and the AirAsia Australia Facebook page has been inundated with comments.
“Anyone on here having any luck with refunds? Been battling now for nearly two months, getting nowhere with Air Asia customer service. Anyone taken legal action and if so was it successful?,” Mark Shelton said on Facebook.
Ms Lade said she spoke to the Australian Competition and Consumer Commission, who told her they could pursue action against AirAsia if the couple found a large group of people also affected by the lack of refund.
“We are currently filling out forms for the small claims court but are yet to find out if they can do anything,” she said.
It’s not the first time AirAsia have been hit by criticism over its refund procedures. The airline also copped criticism after passengers were left stranded in Bali in February.
AirAsia has been contacted for comment.