I had booked a flight for my relative from Srinagar (departure on 29/04/2021) to Guwahati (arrival on 29/04/2021) via Delhi but the same flight was cancelled (from Sringar to Delhi) by Air asia on 26/04/2021 due to operational reasons. They offered two choices to the affected travellers viz. Full refund on cancellation to the original source of payment within 5-7 days or free rescheduling. I opted for the former and cancelled my ticket bearing PNR number Z1MPKC on 28 th April 2021 at 08.53 am. There after, they emailed me that the amount will be refunded to my original source of payment within 5-7 days. Since then 10 days have passed. I haven’t received any refund from them, nor have I been able to receive any concrete information regarding my refund status from their customer services. One thing worth mentioning is their (Air Asia‘s) insistence on contacting their ‘Chat bots’ regarding refund. These chat bots are really a dumb imitation of Artificial Intelligence and can do little to help a customer in need. By directing/insisting their customers to communicate via a chat bot, air Asia has made it very difficult for it’s customers to resolve any issues that may trouble them. By circumventing the customer enquiries to ‘chat bots’ they are trying to dissuade their customers from inquiring into their complaints… There by reducing their own load vis a vis customer satisfaction. To be frank, I haven’t been able to speak with/or chat with a human regarding my refund for the past 10 days. All you have is an ‘AI BOT’ in front of you who can’t help you and does enough to dissuade you.
I do hereby lodge my complaint and seek my original refund and reparations for the mental harassment brought about by uncertainty and non-attendance to my claims.
