The AirAsia Aviation Group Limited has insisted that it will address all claims for credits on unused tickets from passengers.
The airline group said this morning that it has resolved over 99 per cent of guest queries and refund requests set off by the Covid-19 pandemic over the past two years.
Bo Lingam, chief executive of AirAsia Aviation Group Limited said: “As one of the world’s largest airlines flying close to 100 million passengers per year before Covid, we have seen an unprecedented volume of queries, averaging around 200,000 daily during the peak period.
“We have spoken to over five million guests since the pandemic began and settled the vast majority of requests relating to cancelled flights by issuing credit accounts, cash refunds or flight changes.
“Given the sheer volume, this is no mean feat. Across all airlines in AAAGL, we have provided a cash refund or credit shell to over three million bookings to date. In total, we received US$1.80 billion in refunds requested by guests since 2020.
“Of the total cash refund requested, over 99 per cent has been resolved with only US$14.66 million or 0.8 per cent still in process and we are working hard to resolve these in the coming months.
“Now as we are flying again in all of our key markets, we can fast track any outstanding requests as soon as possible. We do our best to keep our guests updated frequently with emails regarding their refund status, and they are also able to check the status of their refund any time of the day via AVA, our multilingual virtual Allstar.
“Meanwhile, the large majority of our guests across the Group have opted for a credit account which is processed immediately and valid for up to two years for booking from the date of issuance.
“With the resumption of domestic flights and reopening of borders in most of our key markets, we are very pleased to note that 88 per cent of credit accounts that we issued have been utilised, signifying a strong appetite and confidence for air travel amongst the public.
It is understood that with AirAsia starting flights between Perth, Bali and Kuala Lumpur shortly the ability to fast track Australian flight credits – which the majority of passengers want – will accelerate.