KUALA LUMPUR – The Malaysian Aviation Commission (Mavcom) is closely monitoring all complaints related to AirAsia X Bhd’s (AAX) refund process, after thousands of passengers lament the low-cost carrier’s “cumbersome” pay-back policy.
Mavcom said it has received numerous inquiries from customers about AAX’s ‘proof of debt’ exercise.
“The commission treats all registered complaints with great concern, and AAX’s proof of debt exercise is no exception,” it said in a statement to The Vibes.
“The commission will continue to monitor AAX’s progress.”
Mavcom was responding to whether it has received any complaint about the refund process, and whether any action will be taken against the budget airline.
“As AAX’s proposed scheme of arrangement is a subject of court proceedings, the commission consistently monitors the proceedings and awaits the outcome to address the matter accordingly.
“For more precise information and holistic data on the number of complaints, please contact AAX.”
Mavcom’s statement comes after customers – many of whom are owed thousands of ringgit worth of unused tickets – are asked by AAX to fill in elaborate forms and obtain a statutory declaration from a commissioner of oaths to be refunded.
Heduvin @ Edwin Miranda, 76, had last week claimed that the company has made it difficult for him to recoup RM6,400 in airfare after he was unable to fly due to Covid-19, despite the airline’s assurance to gradually reimburse 450,000 of its customers.
He also wondered whether the elaborate process is being done to delay refunds.
According to AAX’s frequently asked questions section on the process published on its website on March 31, the purpose of the exercise is to determine the complete amount owed to creditors as recorded in its books and records as at June 20 this year.
“This is to ensure consistency, and because there may be, among others, amounts claimed by creditors that have not been recorded by AAX Group.”
The company also noted that the last day of submission for documents was April 7.
On April 1, AirAsia Group chief executive officer Tan Sri Tony Fernandes said 1.5 million people have been refunded since January last year, adding that the company is committed to ensuring 450,000 more will also be refunded.
He said another 2.9 million customers have accepted refunds in the form of a credit shell, adding that he appreciated the support for his airline.
The airline, he added, has helped 600 million people travel, and created thousands of jobs.
“Covid-19 is not our fault, we are not bad people,” he was quoted as saying by an online portal.
“It has obviously affected us badly, like many other airlines, but we are trying to do our best to keep as many of our staff.” – The Vibes, April 21, 2021
