AirAsia X has addressed a major flaw in its current refund system, which failed to keep up with the airline’s rapid expansion, resulting in a number of passengers not receiving their refunds.
Fresh CEO for the Group, Datuk Kamarudin Meranun, has jumped onto the issue, releasing a statement saying the company is “in the process of migrating our refund process to our global shared services office in Penang.”
What this means is that when the migration is complete on March 16, the refund team will be able to process refund requests in less than 45 business days.
The refund debacle was exacerbated by the QZ8501 incident as well as the unforeseen delay in the Denpasar – Melbourne route approval, which resulted in a backlog in the refund process.
“We are also taking additional measures to improve productivity and to add convenience and comfort to our guests’ travel experience,” Kamarudin Maranun added.
“To start, we have set up a task force led by our newly appointed Group Head of Corporate Quality, Customer Support & Innovation, Mimi Phua.
“Mimi will be responsible for spearheading a series of improvements and modifications including the development of a new platform that will enable all of our guests to track their refunds both online and on mobile devises. The platform is currently scheduled to launch in July of this year.”
Kamarudin Maranun apologised for the inconvenience, adding that a AUD$50 e-gift voucher would be given to all guests yet to receive their refunds.
The e-gift vouchers will be valid for use towards any AirAsia X (D7, XT or XJ) flights.
