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AirAsia: Over 99% of refund requests processed

Aviation Updates Philippines – AirAsia Aviation Group Limited (AAAGL) reports it has resolved over 99% of guest queries and refund requests filed due to the COVID-19 pandemic during the last two years. 

Image: AirAsia A320 (Credit: AirAsia/Capital A)

As a result of the travel restrictions and border closings amid the pandemic, the airline group stated that it has provided a cash refund or credit shell to over three million bookings for travel with its group airlines. Since 2020, over USD $1.80 billion in refunds have been issued to customers.

While 99% of cash refund requests have been resolved, AirAsia noted that it is still working on processing 0.8% of its refund requests amounting to around USD $14.66 million.

“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,” said Bo Lingam, Group CEO of AirAsia Aviation Group Limited.

With the resumption of flights its network and the easing of border restrictions, the airline group 88% of credit accounts issued have been used. Customers who opted to issued credit accounts could use it for bookings up to two years from the date of issuance.

“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,” Lingam added.

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