AirAsia pledges to fulfil refund requests

AirAsia Aviation Group Ltd (AAAGL), the aviation arm of Capital A Group, today reaffirmed its commitment to resolve all refund requests caused by the ongoing effects of the pandemic as quickly as possible.

AAAGL, in a statement today, said it had already finalised over 99% of customer queries and would work towards progressively settling the remaining 0.8% in the coming months.

It said medium- to long-haul affiliate airlines, AirAsia X (AAX) and Thai AirAsia X (TAAX), also had firm plans to compensate within the coming months all passengers affected by the flight disruptions over the past two years due to Covid-19.

Capital A Group CEO Tony Fernandes said AirAsia airlines had already paid back nearly everyone affected.

“Now that travel restrictions have been removed substantially in our major markets, we see that many of our guests have already utilised their credit shells to start travelling again.

“AAX was in a much more difficult situation with international borders closed, so they were completely grounded for over two years with limited cash flow.

“However, now that they are flying again, they are also paying their guests with outstanding credit back, with travel vouchers equivalent to the amount owed,” he said.

The statement said TAAX was similarly affected by the pandemic and is also working hard to settle all outstanding passenger entitlements in the near future through refunds and credits.

To date, it said, the majority of affected passengers had received their travel vouchers, totalling over 155,000 individuals. It said AAAGL aims to complete the issuance of all remaining travel vouchers within the coming weeks.