AirAsia X to speed up refunds

KUALA LUMPUR  AirAsiaX is removing snags in its refund system that involves migrating the process to a global shared services office in Penang.
Issues with refunds came to light after the QZ8501 incident as well as unforeseen delays on the Denpasar – Melbourne route approval, which has caused a backlog in the refund process, the airline’s CEO Datuk Kamarudin Meranun, explained in a press statement late last week.
“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).”
AirAsia X’s rapid expansion was also blamed for a backlog in refund processing.
Malaysia Air Asia XHe added: “We are also taking additional measures … To start, we have set up a task force led by our newly appointed group head of corporate quality, customer support & innovation, Mimi Phua.”
She is responsible for the development of a new platform that will enable track refunds both online and on mobile devises. The platform is currently scheduled to launch in July of this year.
To compensate passengers, who have been inconvenienced by refund delays, the airline is offering them a USD50 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.

sourced:ttrweekly.com