I was trying to purchase a flight ticket via online with AirAsia on last November. Everything went so well until the moment I've submitted my OTP and it took way longer than I ever expected. I didn't get any confirmation on the purchase that I have made. I was quit worry about it because never faced any situation like this before. So what I did next was open my MAYBANK2U account to check my current balance and the amount of money was already deducted from my account. So I recheck back whether there is any updated on my tickets on AirAsia website or even on my email, but I didn't receive any updates on the transaction I've done.
Without any delay I've made a call to Maybank Customer Service Executive on that day itself for confirm whether that the transaction really took place or failed. So they checked for me on that and told me that money from my account was successfully paid to AirAsia. What I did next was searched online for AirAsia's customer care number and I found out that they don't have customer care line, so I did a LIVE CHAT with them.
I ask that person online, did my purchases was successful? Why I haven't get my booking confirmation yet? I gave them the amount for that transaction and the names that I have done the bookings on. And this is what that person replied me
and I was totally freaked. Because I used purchase things online frequently but never lead to this kind of problem before and this was not my first time purchasing flight ticket online. So followed the advise given to fill up the e-form. I've attached my bank transaction proof in that e-form. I've received my case number few days later. I also did a report at Maybank with hoping that the money might just stuck at Maybank and haven't paid out to AirAsia so hope they will track it and get back to me.
All this while I was waiting for a reply from AirAsia about this issue but for past 5 months I didn't received any emails regard this case. I tried LIVE CHAT with them few time in this 5 months and every time I only got the same answer again and again.
So what I did yesterday was I went for LIVE CHAT again and they gave me the same answer, they told me to wait so they will get back to me ASAP. OK ! I lost my patient. I was patiently waiting for past 5 months and yet again same answer. So I went to AirAsia's Facebook page and left a comment on their post.
within an hour time after I post this on their Facebook, I got an email from AirAsia,
There are 2 things that I have to mention here about this email.
- for God Sake you guys took 5 months to just send me a reply like this. God damn 5 months !
- for your information that is not the amount for the transaction that I have done on that day. I already attached them that exacts amount on my e-form yet they just send me this.
Before get back to AirAsia, I made a call to my issuer bank (Maybank) again for make some clarification, maybe they might did a mistake somewhere. So I gave them a call and I've explained the whole thing to them and they told me that my report/case was closed and the money was already credit to my account. I was quit pleasant to hear that. So with some help from the person I looked back for my old transaction history to verify that I've already got that money bank. But there is no such amount was credited to my account for past 5 months. But if there is an activity on my account definitely I knew it, because I check my MAYBANK2U account regularly. The person from Maybank told me that he will check again about it and get back to me asap.
He called and he told me he made a call to the AirAsia's merchant bank and verified few things:
- my transaction on that day was SUCCESSFUL
- they(AirAsia) already sent me a verification/confirmation email on my purchase
- my ticket was burned because I didn't show up on the actual departure date, that was on January 2017.
( first at all I didn't received any email regard this for past 5 months and if the transaction was successful why they didn't add it to my AirAsia's account under my bookings. Secondly how come my actual departure date changed from May 2017 to January 2017?)
I was in anger. Everything seems not going well since the very beginning. No one response/replying my questions well. So I asked that guy from Maybank to look for me the AirAsia's contact number but that doesn't work. I submitted another e-form again and I wrote them this. the content was edited a bit
Can anyone help me with this issue? I need someone to talk with at AirAsia. I need a NUMBER. I need to know where does my money go? Can I get it back ? I was writing this because I can't go LIVE CHAT again, they not even helping at all. I already done everything I can and now I'm lost. Can anyone guide me on what should I do?