AirAsia receives backlash on social media after allegedly making false claims on finalising 99% of all customers queries, most netizens lament over zero response on their refunds


10th June 2022 – (Kuala Lumpur) According to Malay Mail, AirAsia Aviation Group Limited (AAAGL), the aviation arm of Capital A group said they have already finalised over 99 per cent of all customer queries and will work towards progressively settling the final 0.8 per cent in the coming months. AirAsia X (AAX) and Thai AirAsia X (TAAX) also have firm plans in place to compensate all guests affected by the unprecedented flight disruptions over the past two years due to Covid-19, within the coming months.

However, the statement has not augured well with netizens, many passengers refuted their statement and said that AirAsia either compensated them with vouchers, coupons and credits without giving real cash and a large amount of passengers said that they have yet to be refunded. It is unclear as to how AirAsia derived at the 99%.

According Aljazeera, AirAsia and its subsidiary AirAsia X (AAX), both owned by Capital A Berhad, grounded thousands of flights in 2020 and 2021 after the Malaysian government shut state and international borders to curb the spread of COVID-19. Many of the complaints have been directed towards AVA, AirAsia’s online chatbot, which is the only line of communication between customers and the airline for issues involving bookings or flights.

Following the release of Capital A’s Annual Report 2021 earlier, some social media users vented their frustrations on its founder, Tony Fernandez’s personal Instagram accounts, with one comment slamming AirAsia as “the one and only airline that does not have a customer service phone number.”

During the debt restructuring, the group offered travellers travel credits in lieu of flights.

The Malaysian Aviation Commission (MAVCOM), however, urged the airline to reimburse customers for tickets purchased while threatening to exercise its powers under the Malaysian Aviation Commission Act 2015.