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AirAsia Philippines resolves 158,324 refund cases

Philippines AirAsia confirms that it has closed 158,324 cases of refunds brought by flight cancellations amid the Covid-19 pandemic. From March to May, AirAsia had to cancel its passenger flights due to the plummet of air travel demand and the Enhanced Community Quarantine (ECQ) over Luzon and other parts of the Philippines.

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These refunds were either converted into credit accounts or were refunded in full cash. According to AirAsia, this translates to 70% of the total 205,141 refund cases that AirAsia Philippine has received since January 2020.

The remaining 30% or 46,817 cases are still in progress due to the sheer volume of requests, mostly lodged during the lockdown period.

According to AirAsia Philippines spokesperson Steve Dailisan, "We understand that the pandemic has also affected the lives of our guests and the delays in processing refunds can be very unsettling, especially during these challenging times. For this, we sincerely apologize.”

“AirAsia has developed additional digital solutions including same day credit accounts to enhance its customer support channels which include simplifying steps for requesting assistance. The whole AirAsia Allstars family is working double time, not only to sustain the viability of the company and our almost two thousand hopeful employees, but most importantly, for our flying public."

AirAsia continues to fly its passengers which include locally stranded individuals (LSI) and overseas Filipino workers (OFW) but consistently communicates with government authorities to update the public of the changing travel restrictions and regulations.

“You can be assured that we in AirAsia, will never leave you behind. Our promise stays true that we are all in this together. We are always guest obsessed and pledge to resolve all of our obligations in due time.” -Steve Dailisan

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