One female, who pulled out of boarding her flight to take care of her ailing mom, stated she attempted unsuccessfully to get a refund from AirAsia after that.
The factor?
The airline company desired her to offer “clear evidence of relationship” in between herself, her spouse and her mom, she stated.
Jamie Tan’s sent birth certificate was uncertain, resulting in the airline company declining her refund demand.
This Singaporean informed AsiaOne that she and her household had actually reserved a brief journey to Penang in mid-January to cheer her senior, ailing mom up.
Tan’s mom, 83, fell ill and was hospitalised on Dec 29 last year.
When Tan’s mom did not recuperate by early January and was informed not to take a trip by her physician, Tan chose to cancel the household journey so they might remain and take care of her.
Tan, together with her spouse, her sibling and mom, were just set to fly with AirAsia for the return journey to Singapore.
Their journey to Penang was on another airline company. Tan, 50, stated she paid about $230 in overall for the AirAsia tickets
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Tan stated she called AirAsia on Jan 5 to request a cancellation and refund for their flight tickets due to “medical situations”.
Tan shared her experience with AirAsia’s consumer assistance in Facebook group Complaint Singapore on Sunday (Jan 25) and consisted of screenshots of the backward and forward she had with them on that day.
In these e-mails, Tan was consistently asked to offer “clear evidence of relationship” in between herself, her hubby and her mom.
Tan showed in her reactions to AirAsia that she had actually offered them with copies of several files, including her passport, birth certificate and marital relationship certificate.
Tan was later on informed that these files were inadequate to show a relationship in between her partner and mom.
This annoyed Tan, who stated: “How do I show an in-law relationship even after supplying a copy of my marital relationship certificate to AirAsia?”
Uncertain birth certificate
Tan informed AsiaOne on Jan 29 that AirAsia had actually sent out another e-mail to her, which mentioned the reason they might not continue with her refund demand.
It was the uncertain copy of her birth certificate, according to the annoyed consumer.
Tan was puzzled as her discussions backward and forward with AirAsia had to do with her marital relationship certificate and showing the relationship in between her hubby and mom.
“Sure took them enough time to state so,” she stated.
Initial birth certificate lost
Tan stated that she acknowledged in her earlier e-mails that the copy of her birth certificate was uncertain.
She included that she might not offer a much better copy of her birth certificate as she had actually lost the initial, however consisted of other supporting files as additional evidence.
“The NRIC number [on my birth certificate] is clear and tallies with my passport and marital relationship certificate. I likewise supplied my sibling’s birth certificate for them to see the similarity,” Tan stated.
“I likewise supplied a physician’s memo specifying my mum’s condition and hospitalisation,” Tan included.
“And that my sibling and I are her primary caretakers, which was ‘additional additional evidence’ of our relationship given that I understand my birth certificate was uncertain.”
Tan informed AsiaOne that in spite of offering them with all the files they asked for and discussing her scenario numerous times, she was consistently asked the very same concerns and offered the exact same replies.
“I felt AirAsia’s replies were not dealt with well, and apparently no extension from previous interactions,” she stated.
“This offered me the impression that they were really withdrawn in my case.”
AirAsia’s reaction
Reacting to AsiaOne’s inquiries, an AirAsia agent stated that the demand was declined as the “evidence of relationship offered is unclear”, in recommendation to a copy of Tan’s birth certificate.
“We have actually asked for the visitor to offer a clear copy of the file to release the credits for medical factors. We will help the visitor from our end once we get the asked for file,” the agent stated.
“We best regards apologise for any trouble and confusion brought on by this matter.”
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bhavya.rawat@asiaone.com