Menu
Login
Name of Complainant: Vanessa Cruz
Sex: Female
Age: 48
Name of Passenger/s: Vanessa Cruz
Address: 2385-C Zafiro St San Andres Bukid Manila
Contact Number: [protected]
Email Address: vanessa.[protected]@gmail.com
Airline Involved: Air Asia
Booking Reference: [protected]
Route: Manila-Japan
Flight Number: Z2 188
Nature of Complaint: Misleading Information, Poor Customer Service, Refund
Details of Incident: July 10, 2024 I had my flight booked through Air Asia going from Manila to Brisbane Australia. The flight had a stop over to Osaka Japan flight number Z2188, I was not accepted as a passenger, because I did not have a transit visa to Japan, which I argued that before purchasing the ticket there was no advise that you would need the transit visa. I was in the NAIA Terminal 3 at 4 am and had to wait till 9 am for the Air Asia office to open and dispute this and when I spoke to representative he said refund will bee around 90 days before money gets returned to my credit card it has been 118 days and I am already back in the Philippines and had sent countless emails to Air Asia and I still have not received my refund till today Nov.5, 2025
Prayer of Complainant: This is not only the issue I had on this flight with Air Asia, going home from Brisbane to Manila. I had a regional flight from Brisbane to Sydney dated Oct.6, 2024 with REX flight number ZL 309. When I arrived in the airport I only found out that REX was not operational since July and no email was sent to me about this , so I was forced to buy a new ticket at my expense for 12,436.22 pesos. I have attached the full itinerary of this trip for your information. I just want to get my refund for the Manila to Osaka flight, this has been by far the worst experience I have had in my life flying and will never ever use Air Asia again.
Attachment/s: /home/cabgov/complaints.cab.gov.ph/media/breezingforms/uploads/screenshot20241105111755chrome.jpg
/home/cabgov/complaints.cab.gov.ph/media/breezingforms/uploads/screenshot20241105113900drive.jpg
Claimed loss: 51,000 pesos
Desired outcome: Refund on the 2 flights, Manila- Osaka , Osaka to Brisbane and the return flight from Brisbane to Sydney, It has been 132 days and Air Asia is just giving me a run around and still no refund.
Confidential Information Hidden: This section contains confidential information visible to verified AirAsia representatives only. If you are affiliated with AirAsia, please claim your business to access these details.
