Refund for cancelled destinations

I REFER to the report “Accept AirAsia credit instead of asking for refunds, urges Tony Fernandes” (The Star, April 12; online at https://bit.ly/2wFGraI).

I totally agree with the suggestion. In fact, Tan Sri Tony Fernandes deserves commendation for not denying refunds outright.

However, is it fair to force a customer to accept travel vouchers when an airline has struck the desired destination from its route? This is my predicament with another local airliner.

In such instances, what should the consumer do because we also have credit card bills and loans to pay. Like the airline industry, customers like me also have financial woes due to the situation caused by Covid-19.

The fact is people like me, who are in the middle class segment of society, do not have additional finances to depend on and we have our own list of commitments.

I insisted on a refund simply because my travel destination is not on the airline’s flight route anymore and, quite honestly, I don’t have surplus cash to splurge on unnecessary vacations elsewhere. The airline’s legal representative responded by quoting certain laws, particularly the Malaysian Aviation Consumer Protection Code 2016 (MACPC), under which I could file a claim. Sadly, even the authorities entrusted to look out for the consumer merely responded with a template reply that said the airline had been notified to respond within a 30-day period.

I wonder if being a commoner subjects people like me to such treatment even with sufficient written evidence to support my claim. Shouldn’t the relevant authorities responsibly evaluate all the complaints they receive?

In my case, the cancellation note from the airline failed to state that the destination had been taken off its flight route for an indefinite period. Even template answers should be composed to fit the occasion unless there is an intent to deceive.

Worse, the airline continued to promote the so-called destination that was already off its flight route. How does that add up and why should the consumer accept credit or vouchers in such instances?

Going back to Fernandes’ request, I as a commoner also have a request: Could our airline management uphold higher levels of professionalism? I plead with them and the associated agencies to be fair and look out for people like me.

So, with due respect, please accept pleas for refunds when the situation warrants because integrity and professionalism should stand tall even in times of crisis.

TK

Kuala Lumpur