AirAsia X Bali route angers flyers

THE announcement by Indonesia AirAsia X that it now has permission to fly from Melbourne to Bali has triggered an angry response from passengers caught out by the airline in the past.

Last October the low cost carrier announced it would commence flights on the route on Boxing Day, and proceeded to sell hundreds of fares from as low as $99 each way.

But what AirAsia X did not reveal was that it was yet to get authorisation to fly the route, and when permission had not been granted it was forced to cancel the flights.

At the time, passengers were offered a refund, a credit for future flights or a new booking at no extra cost but many of those who tried to get their money back are still waiting.

Low cost ... AirAsia X has angered passengers left in the lurch and out of pocket after selling tickets for a route it wasn’t authorised to fly. Picture: James Morgan Source: Supplied

Melbourne solicitor Glenys Dolphin said she and her husband Philip had booked and paid for business class flights with the airline at a cost of $2084 departing on January 6 and returning eight days later.

Three days before they were due to fly, AirAsia advised the flights would be redirected through Kuala Lumpur.

“On January 6 at 1.30am, our flight to Bali was cancelled altogether by email notification, and a full refund promised,” said Ms Dolphin.

“We booked hastily with Garuda Business Class at a premium cost due to the last minute nature of the booking.

“We arrived in Bali on January 7, and two days later we got a text that our return flight to Melbourne was cancelled.”

The couple immediately requested a full refund, only to receive an email in Indonesian that said they would respond within seven days.

Waiting ... AirAsia X crew staff wait to board their flight to Kuala Lumpur from Coolangatta Airport. Picture: News Corp Australia Source: News Limited

“No response was received until mid-February, when out of the blue we received a message to say we would receive a refund on our credit card once our request was validated,” Ms Dolphin said.

“On February 23 we received another email to say our refund had been validated, but the process would take 30 business days to be completed.”

Another traveller who did not wish to be named, said she and her husband had been told they did not meet the criteria for a refund, despite their $700 worth of flights to Melbourne from Bali being cancelled by AirAsia at short notice.

“At the time, we were given three options and we chose a refund by bank transfer,” said the woman.

Bungled ... getting to Bali with AirAsia X proved tricky for passengers over Xmas-New Year. Picture: Supplied. Source:Supplied

“Instead they gave us a credit for new flights that we would have to use by April. I’d never book with AirAsia again.”

The authorised Melbourne-Bali service is due to start on March 18 as a twice-weekly service, increasing to five return flights a week from April 1.

AirAsia Group CEO Tony Fernandes has promised a discount fare sale to be launched in conjunction with the new service.

Australian low-cost carrier Jetstar is expected to meet any discounts offered by AirAsia X. - News.com.au