We've had to jump through so many hoops to finally get our refund. But we did finally get it, 10 months later! It should be noted the information herein would only apply to people who received a refund/credit option after flights were cancelled, not those only receiving a credit offer. Time line: 13 Nov 2019: book flights for 7 April 2020. 18 March: flights cancelled, received email from Airasia offering refund/credit options. 18 March: log in to Airasia account, open chat, select refund, informed to expect refund within 3 weeks. 22 March: Australia closes borders. 9 April: (the end of their 3 week processing time) to 8 September, multiple attempts to contact them, all fail. Chat bot completely useless, go around in circles, contact via Facebook, no call centres, no email contact, again, all designed to make it almost impossible to contact anyone there. 8 September: file chargeback claim with visa card. 10 October, chargeback rejected by Airasia, conveniently 2 days after the validity time of the claim, thus no possibility to have the claim re-examined by card provider. 12 October: File complaint with our local consumer protection agency. 12 October: Consumer protection contacts Airasia, they obviously have an email address for a real person, unlike the rest of us who have only Aisasia chat bot contact. 13 October: Airasia requests bank account details for refund, with the same processing time frame of 3 weeks. 12 November (4 weeks later) refund received.
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