Since taking the helm as Group CEO of AirAsia X earlier this month, the new management team and I have been reviewing all aspects of the business to ensure that we have the best product and services in place for our guests.
During this process, we found an issue with our current refund system, which we had outgrown due to our rapid expansion. The situation was unfortunately been exasperated by the QZ8501 incident as well as the unforeseen delay in the Denpasar – Melbourne route approval, which has caused a backlog in the refund process.
We are now in the process of migrating our refund process to our global shared services office in Penang. Once the migration is completed on 16 March, our centralized refund team will be able to process the refund requests in less than 45 business days (excluding processing time from customers’ merchant banks).
We are also taking additional measures to improve productivity and to add convenience and comfort to our guests’ travel experience. To start, we have set up a task force led by our newly appointed Group Head of Corporate Quality, Customer Support & Innovation, Mimi Phua.
Mimi will be responsible for spearheading a series of improvements and modifications including the development of a new platform that will enable all of our guests to track their refunds both online and on mobile devises. The platform is currently scheduled to launch in July of this year.
We sincerely apologize for the inconveniences caused to our valued guests. As a token of our appreciation for their continued patience, we will be offering a $50 AUD e-gift voucher to all guests that have yet to receive their refunds. The e-gift vouchers will be valid for use towards any AirAsia X (D7, XT or XJ) flights.
Please stay tuned for updates on our innovations as we continue to strive to deliver only the best. For any inquiries on outstanding refunds, guests can email their PNR (booking number) to firstname.lastname@example.org .
Group CEO, AirAsia X