AirAsia takes flight, with my money 19 march 2020, two international flights were booked via AirAsia, booking number MTJL4V, Indonesia AirAsia 550, and AirAsia 264. 28 March, email received on flight suspension. Online, booking shows the flight as confirmed. It's conflicting information: * Call center cannot be reached for weeks. * Offices closed, signage changed, extending closure dates. On arrival at Ngura Rai International airport on 07 Apr, hours before the flight, online shows green check-in as a go-ahead to proceed. Airport official, & flight board notices confirm flight cancelled ~3:57am. The only way to confirm the flight a no-go. Online automated assistant offers "refund option" that cannot be completed. Two days ago, "automated agent" redirects with a 1 hour, 23 minutes waiting queue to an agent. Agent confirms airline doesn't offer refund. Instead, option to "credit", which is actually not a credit. It's a "case", subject to review within another 15-30 days. After the "credit" processed, "case" 51614848 was given, and the "credit" doesn't appear when logging in - takes 15-30 days to review. With the airline unable to provide service paid for, they make it difficult to reach them for resolve, and opt to withhold money for services not provided for. Instead offer a "credit" that when processed, doesn't appear on the website. Mark Berchowitz ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Sanjanaa T: Hi, how may I help you? Me: good day, i want a refund on the cancelled flight Sanjanaa T: Is it for MTJL4V? Me: correct Sanjanaa T: Eligible guests can now select from the following flexible travel options immediately, using the airline’s AI chatbot AVA on support.airasia.com or airasia.com: Unlimited flight change: Change to any new travel date before 31 October 2020 on the same route for an unlimited number of times without any additional cost subject to seat availability; OR Credit account: Retain the value of the flight booking in the guest’s AirAsia BIG Member account for future travel with AirAsia to be redeemed within 365 calendar days from the issuance date. The travel date of the new booking can fall on any date within the published flight schedule on airasia.com. Sanjanaa T: Are you referring to the credit account refund? Me: i tried both options with ava - no luck Sanjanaa T: ok, shall i process the credit note i full for you now? Me: the money is to be refunded to the credit card Sanjanaa T: We only have the 2 options above Me: if we go for the credit option, where will i see this when i login to airasia Sanjanaa T: under the member account Sanjanaa T: CREDIT ACCOUNT Me: proceed with the credit Sanjanaa T: OK, I have sent the request to the relevant team to proceed for your credit account from my end. It will be credited within 15 to 30 days from now. Please check your member account from time to time. An email will be sent once the credit note is processed successfully Here is the guidelines : All about credit account that you need to know *** Sanjanaa T: 51614848 is your case number Sanjanaa T: Anything else? Me: one moment Sanjanaa T: To check the Credit Note under member profile, Log in to your member email address and your password at *** Once you have logged in, you can see your name on top right of the page Click that and select the MY ACCOUNT Now, you can see CREDIT ACCOUNT on left side Click that and you can see the value credited Me: it says no credits available Sanjanaa T: I just sent it for the processing Have you read my reply above in full? Me: 15-30 days Sanjanaa T: yes Me: no comment Sanjanaa T: It's my pleasure to assist you ✌ I'm satisfied that I have sincerely assisted for your case at my level best today based on Airlines policy. If yes, please spare some time to rate my service on the way out after ending this chat ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ This is a redeployment of my same review published on Google reviews at https://goo.gl/maps/srSz1umcKMuSLA9BA Refer to my Google Drive folder https://drive.google.com/drive/folders/1aVn1sfOn7D8HoViS-nR3QfqjhkQu0v5F as a "mirror" on the full set of content &o documents for this review To access my other reviews, this is the link: https://drive.google.com/drive/folders/1V7QG4YQzQCKRkQ7GQ5lRYUL-V1MdDuX1