AirAsia Aviation Group Limited has insisted that it will process all unused ticket credit requests from passengers.
The airline group said this morning it had resolved more than 99% of customer questions and refund requests triggered by the Covid-19 pandemic over the past two years.
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Bo Lingam, Managing Director of AirAsia Aviation Group Limited, said: “As one of the largest airlines in the world carrying nearly 100 million passengers per year before Covid, we have seen an unprecedented volume of queries , averaging around 200,000 per day during peak times.
“We have spoken to over five million guests since the start of the pandemic and resolved the vast majority of canceled flight inquiries by issuing credit accounts, cash refunds or flight changes.
“Given the volume, that’s no small feat. Across all AAAGL airlines, we’ve provided a cash refund or credit wrap to more than three million bookings to date. In total, we’ve received $1.80 billion in customer-requested refunds since 2020.
“Of the total cash refund requested, over 99% has been resolved with only US$14.66 million or 0.8% still outstanding and we are working hard to resolve these in the coming months.
“Now that we are flying again in all of our key markets, we can expedite the processing of all pending requests as soon as possible. We do our best to update our customers frequently by email on the status of their refund, and they are also able to check the status of their refund at any time of the day via AVA, our multilingual Virtual Allstar.
“In the meantime, the vast majority of our customers across the group have opted for a credit account which is processed immediately and valid for up to two years for the reservation from the date of issue.
“With the resumption of domestic flights and the reopening of borders in most of our key markets, we are very pleased to note that 88% of the credit accounts we have issued have been used, which indicates a strong appetite and confidence for air travel among the public. .
It is understood that with AirAsia commencing flights between Perth, Bali and Kuala Lumpur shortly, the ability to accelerate Australian flight credits – something the majority of passengers want – will accelerate.