COVID-19 canceled flight (AirAsia in Malaysia), refund request rejected?
score:8
You may be out of luck here. Air Asia's refund policies are governed by the Malaysian Aviation Commission. https://www.mavcom.my/en/home/ (MAVCOM)
In contrast to the governing bodies in Europe and the US, MAVCOM has prioritized airline survival over passenger rights. They have declared the pandemic "extraordinary circumstances" and have given the airlines a lot of leeway.
Specifically
The cancellation of flights by airlines is caused by extraordinary circumstances. The refund options offered to passengers is a commercial decision by an airline.
This means that Air Asia is NOT required to give you a cash refund although they will consider it on a case by case basis. Your only option here may be to keep pestering them until someone gives in.
Sources: https://www.mavcom.my/en/consumer/flight-disruptions-covid-19-faq/ https://www.lexology.com/library/detail.aspx?g=f3177186-13c1-4b74-b680-fd29c992b12b https://www.forbes.com/sites/willhorton1/2020/04/11/airasia-gives-refunds-on-a-case-by-case-basis-if-passengers-decline-credit-voucher-during-covid-19-travel-cancellations/#3a946ed66449
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