AirAsia says resolved over 99 pct refund requests

SEPANG: AirAsia Aviation Group Limited (AAAGL) has resolved over 99 per cent of refund requests and guest queries set off by the Covid-19 pandemic over the past two years.

“Of the total cash refund requested, over 99 per cent has been resolved with only US$14.66 million (RM61.9 million) or 0.8 per cent still in process and we are working hard to resolve these in the coming months,” said group CEO Bo Lingam in a statement yesterday.

As one of the world’s largest airlines flying close to 100 million passengers per year before Covid-19, he said the airline had seen an unprecedented volume of queries, averaging around 200,000 daily during the peak period.

Since the pandemic began, he said the airline had spoken to over five million guests and settled the vast majority of requests relating to cancelled flights by issuing credit accounts, cash refunds, or flight changes.

“Given the sheer volume, this is no mean feat. Across all airlines in AAAGL, we have provided a cash refund or credit shell to over three million bookings to date. In total we received US$1.8 billion (RM7.6 billion) in refunds requested by guests since 2020.

“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,” he said.

Bo said the large majority of guests across the group have opted for a credit account, which is processed immediately and valid for up to two years for booking from the date of issuance.

He thanked guests who have said they will take their refund in the form of a credit account, which is the best way to help support the airline’s recovery.

“With the resumption of domestic flights and reopening of borders in most of our key markets, we are very pleased to note that 88 per cent of credit accounts that we issued have been utilised, signifying a strong appetite and confidence for air travel amongst 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,” he added.