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Forums Other Flight changes and cancellations help Air Asia Refund Issues

  • MarkH 8 posts

    Hi – does anyone know how I can speak to a human at Air Asia?

    I paid £95 for a flight from SGN to KUL on Air Asia using Curve in Oct last year for a flight in Dec. Air Asia cancelled it and I requested a refund as plans had changed.

    For months whenever I checked the case status it was ‘still being processed’ and then recently (well 2 months ago) the case status changed to Payment Made to Bank but didn’t say the date it was supposedly made so I waited the 14 working days and then some but I’ve still not received any refund back to Curve.

    You used to be able to speak to a live chat agent but now it’s just a chatbot and it sees the case as resolved with no way to get directed to a human. It’s absolutely infuriating!

    I’ve found some phone numbers, whatsapp chat details online but they either don’t work, are voicemail lines or the same annoying chatbot. Has anyone managed to speak to a human being recently or have any suggestions to help get this resolved?

    PS – I did raise the issue with curve a month ago and they have just replied as I was typing this but I’m not holding my breath for them to do anything about it as it’s been so long..

    BJ 655 posts

    I’ve had a number of refunds from Air Asia via the bot without issue. I suspect Curve will be your problem so I’d liaise further with them. You can raise a complaint via the bot but I would avoid doing so until after you’ve exhausted folliw-up with Curve. Have you also checked with CSA at the underlying card?

    Aston100 1,502 posts

    You can’t talk to a human anymore.
    The chatbot goes round in circles if you want to discuss anything slightly complicated, as it doesn’t have options to cater for all scenarios; there is no option at any point to speak to a live agent – you just get routed back to the initial set of options.
    It is beyond frustrating.

    However, I read somewhere that you can contact an overseas voicemail number (typically Indonesia) and leave a message and someone will email you back.

    MarkH 8 posts

    Thanks both.

    I’ve not contacted the Barclaycard CS yet but might do that if Curve don’t come up with anything.

    The going round and round makes me want to throw my phone at the wall. Chatbots are quick and efficient for straight forward tasks but there should always be the back up of speaking to a human for anything more complex. I hope the Air Asia model isn’t a peek into the future of customer services!

    I’ve left several messages on different countries’ numbers but no-one has ever got back to me. Might get my wife to try the Chinese or Taiwanese numbers again as they are meant to be customer service lines and might have just gone to voicemail because they were closed at that time as I have no idea what they were saying…

    yorkieflyer 259 posts

    I’ve had a number of refunds from Air Asia via the bot without issue. I suspect Curve will be your problem so I’d liaise further with them. You can raise a complaint via the bot but I would avoid doing so until after you’ve exhausted folliw-up with Curve. Have you also checked with CSA at the underlying card?

    I also had a refund for cancelled flight via the bot

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