AirAsia / refund of duplicate booking
I went on line 21st September 2012 around 1.15am to Air Asia website attempting to book a return ticket from Kuala Lumpur to Clark on 7th August 2012 and 13th August 2012. I completed all details successfully and your website prompted me to proceed to payment. I have enter the require credit card details and the authorization code .Minute later the browser shows a message that the fare that I selected no longer available.At this point I took it as my booking online was not successful as there was no response from your website confirming my payment.I have trusted the Airasia website so much as a result immediately I try to make another booking. I was place in the website waiting room for 15 mins before directed me to choose the flight for Kuala Lumpur to Clark for 7th August 2012 and 13th August 2012. I notice that the flight from to Kuala Lumpur to Clark for 7th August 2012 at 0645hrs the promotion no longer available hence I have selected the on 6th August 2012 at 1950hrs . As well for the flight from Clark to Kuala Lumpur for 13th August 2012 at 1105hrs the promotion no longer available hence I have selected the flight on 13th August 2012 at 1515hrs. The ticket are confirm with a booking reference MCESRA.
After all the bookings are confirmed, when I login to my email, I was shocked to receive an email acknowledgement from Air Asia that my earlier online booking was indeed successful with a booking reference O9UMMW. I am unable to contact Airasia as their call centre only operate from 9am-6pm. However I have immediately refer the case to Airasia Refund support team the next morning to report and requested for a refund because I had made the 2nd booking after my bad experience with the online booking. However, the attendant over the phone told me that the case will be escalated the customer care team. 25th September 2012 the refund support team’s agent has reply saying that the customer care has rejected the refund as the booking is confirmed. The customer representative has advice me to appeal the request via E-Form as a result on 26th September 2012. I have submitted the request. The request was replied within 5 working days but the result was no refund for O9UMMW as the itinerary was sent accordingly by the same system. Although I had emphasis the message that appear during the 1st booking made the team just ignore the error that I experienced. 16th Oct 2012 submitted the complaint via complaint board and NCCC but till now the 2 organization failed to update me the progress. However on 29th Oct 2012 without submitting any request via online feedback an auto generated email was sent to inform that my case has been escalated to relevant department. I suppose the case was escalated to ICT (IT team)to check any error occur during the event of booking made. To have an update on the case I have approach the live chat team on 30Oct 2012, I am so upset that the reply was the investigation still pending reply from relevant department. On 1st Nov 2012 received an reply from Airasia however the reply didnt amaze me as the reply was the same as before neither the option offered not the choice of word.
Since Airasia has sent the booking to relevant department to investigate. Should have the actual cause of the error. Please be transparent on the investigation. Do not repeat the same phase after the investigation. I certainly sure something will be different. Do not just parrot talk that the system has delivered the email accordingly after the payment confirm.
I request Air Asia to check the skylog (system that check customer booking) record and being transparent with customer. If there fact shows that I am the root of cause I will definitely accept it. If is your system issue please admit the error do not pin point the error be responsible to your customer.
I appeal for a refund of the changes for the mention booking and 15% of credit card charges sin 21 September till the money successfully credit to the bank.
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