Customer Service, specifically Diana is heartless and unsympathetic. I booked on December 20,2012 for a June 18,2013 booking. Unfortunately, Air Asia announced that effectively February 1,2013 they were cancelling the Clark-Kota Kinabalu (and vice versa) route. Meaning no more flights going there.
Now, I got this trip as this was in super promo and I don't have money. It is hard for me to fly with any other carrier to go there and pay the regular rate.
I emailed Diana numerously letter her know of the cancellation of the airline for the route as no more planes would fly there. I requested a refund for my booking as it's not like I intentionally and erroneously just changed my mind. I was actually very devastated and stressed with this situation.
Anyways, her reply was I cannot give you a refund as their hotel has a no refund policy. "we are giving an option to change the date check-in and check out for our valued guest, or changing the name of person staying in your reservation".
WTF! Change the date of my check in? I can't fly there anymore! Give the room to somebody else? I don't have money to just give away to somebody else. And come on, this was booked on December for June 18. Why can't they just cancel the booking and give the room to somebody else? Is business so bad that that they can't re-book that one room (in June)? Are they so uptight on that rule even though it was booked 6 months ago (not a week ago!) and be compassionate and understanding and just give the refund considering the situation that was forced upon us? HAVE SOME SYMPATHY!
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