AirAsia addresses refund issue

Only 0.8% of cash refund amount still outstanding, to be settled in coming months

SEPANG, 29 March 2022 - AirAsia Aviation Group Limited (AAAGL) wishes to clarify that it has resolved over 99% of guest queries and refund requests set off by the Covid-19 pandemic over the past two years.

Bo Lingam, Group CEO 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 USD1.80 billion in refunds requested by guests since 2020. 

“Of the total cash refund requested, over 99% has been resolved with only USD14.66 million or 0.8% 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 anytime 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. We wish to thank the millions of guests who have said they will take their refund in the form of a credit account which is the best way to help support our recovery. 

“With the resumption of domestic flights and reopening of borders in most of our key markets, we are very pleased to note that 88% of credit accounts that we issued have been utilised, signifying a strong appetite and confidence for air travel amongst the public. 

“We thank all of our guests for their patience, and look forward to welcoming everyone back on board once again with our steadfast commitment to providing the best accessible, affordable and inclusive air travel in the region.”