9700 customers who flew to Bali with kids offered refunds on incorrect charges

baby and mother on plane

Close to 10 000 customers who have flown to Bali since 2010 are being offered refunds on incorrect departure charges, with the assistance of The Australian Consumer and Competition Commission (ACCC).

AirAsia to give parents their money back

It’s been revealed that some passengers have been incorrectly charged up to $60 per child’s ticket, and this money is now being returned to mums and dads. It’s not a huge amount if you’re travelling with just one child, but for families who’ve headed to Bali on holidays with multiple kids, it’ll be a welcome pre-Christmas windfall.

The ACCC has identified 9700 customers were erroneously charged what’s known as a Passenger Movement Charge (PMC) for children under the age of 12.

This charge affected some – but not all – AirAsia flights that flew from Darwin to Bali between December 2010 and September 2017. Under-twelves can not be charged this PMC, by law.

“Children under the age of 12 are exempt from the PMC under the Passenger Movement Charge Collection Act 1978,” the ACCC explains.  

Speedy refunds promised

The consumer watchdog had apparently been alerted to the wrongful charges via recent media reports and took it up with AirAsia very promptly.

The airline apparently responded with similar haste and will be refunding passengers within 21 days of receiving properly-completed claims.

“AirAsia has acted quickly to address the error and has committed to providing refunds within 21 days of receiving supporting documentation from affected customers. The ACCC will monitor the refund process,”  ACCC deputy chair Michael Schaper​ said in a statement.

“We sincerely apologise”

Air Asia has also posted a statement – and an apology – about the erroneous charges and refund process, on the company’s Facebook page.

“We sincerely apologise for the inconvenience caused and thank you for your support and patience,” the statement said.

Affected customers should already have been contacted by the airline about the error and refund process, but if not, AirAsia says claims should be submitted by email to iaa_darwin@airasia.com

Posted by AirAsia on Thursday, 2 November 2017

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