Mohd Faiz Mustaffa has been struggling to get an explanation for why the first leg of his round-ticket flight has been cancelled, but not the return trip.

Unhappy passengers recount their experiences with the budget airline, from problems with refunds to just communicating with the company.

Uwe Guenther, from Zurich, Switzerland, says the tickets for his cancelled flight were resold at a higher price for an earlier time slot.

The government says passengers deserve reliable services, and to be properly compensated if things don't go to plan.

Mavcom fails to understand that the refund policy is not merely a commercial decision by the airline but rather about protecting the consumers' rights.

The Malaysian Aviation Commission says all parties must abide by the High Court decision on the airline's debt restructuring process.

Tan Wan Kiong says the refund process preceded the company's debt restructuring and should not be affected by it.

One of them who has been waiting to be refunded for two years now says it's not about the money but about the airline's integrity.

Some have specific reasons for wanting their refunds in cash while others have yet to receive any form of repayment at all.

Mavcom should reject the assertions that airlines are not required to refund a passenger’s fare when a flight is cancelled under extraordinary circumstances.

AirAsia is told to explain its stand on refunds as many passengers both local and international are still waiting for reimbursement despite its statement that 'nearly everyone' has been paid back.

Many say they are unhappy with the flight cancellations and unscheduled disruptions to their plans.