Malaysia Airlines refund issue
Dec 12, 2010, 7:15 pm
#1
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Malaysia Airlines refund issue
On July 7, 2010, I helped a friend to purchase a return ticket from Taipei to Kuala Lumpur using my credit card. On the departure date, July 25, 2010, I was with my friend at the check in line waiting to show the agent my credit card as a proof of purchase. The agent did not request for anything. According to the disclaimer stated on the e-ticket :"For security reasons, the following are required upon check-in or ticket reissuance,
failure to produce these documents may result in denied boarding:
1. Photocopy or actual credit card used for the online purchase(s).
2. Photocopy or original photo ID of the credit card holder." It clearly states that UPON check in, if requested, that I should show my credit card.
When my friend landed in Kuala Lumpur, she was called to the MAS counter and asked for a photocopy of my credit card AFTER she landed at her destination. She did not have a photocopy of my credit card and was forced to pay for a new return ticket which costs RM1095.
The next day, a MAS agent contacted her and asked her to send a copy of my credit card to them so they can refund her the new ticket she paid for. So I sent them a copy of my credit card and according to them, a refund has been initiated on the 13th of Aug 2010. I was also informed that it would take a maximum of 3 months for the refund to be reverted back to my friend's credit card. It's been 4 months now and my friend has not received a cent from Malaysian airline. I've been in contact with the agent who is involved in this matter and all he could tell me was that a refund has been processed on the 13th of Aug and now he is asking me to provide him with my friend's credit card number so he could check to make sure that they processed the refund back to the right credit card.
Has anyone ever encountered a similar situation? Does it usually take SO long to get a refund back from MAS?
failure to produce these documents may result in denied boarding:
1. Photocopy or actual credit card used for the online purchase(s).
2. Photocopy or original photo ID of the credit card holder." It clearly states that UPON check in, if requested, that I should show my credit card.
When my friend landed in Kuala Lumpur, she was called to the MAS counter and asked for a photocopy of my credit card AFTER she landed at her destination. She did not have a photocopy of my credit card and was forced to pay for a new return ticket which costs RM1095.
The next day, a MAS agent contacted her and asked her to send a copy of my credit card to them so they can refund her the new ticket she paid for. So I sent them a copy of my credit card and according to them, a refund has been initiated on the 13th of Aug 2010. I was also informed that it would take a maximum of 3 months for the refund to be reverted back to my friend's credit card. It's been 4 months now and my friend has not received a cent from Malaysian airline. I've been in contact with the agent who is involved in this matter and all he could tell me was that a refund has been processed on the 13th of Aug and now he is asking me to provide him with my friend's credit card number so he could check to make sure that they processed the refund back to the right credit card.
Has anyone ever encountered a similar situation? Does it usually take SO long to get a refund back from MAS?
Dec 13, 2010, 4:26 pm
#2
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Welcome to FlyerTalk , cws9094.
Sorry about the MH issues... but your friend should have stood her ground and stated that you were there upon check in and Mh didn't want to see the cc.
It is not up to your friend's responsibility to show this..
But best for you to contact Malaysia Airlines here on FlyerTalk as they are a team of MH employees doing extra for their airline here. Or wait for them to contact you in due course. They are actually quite proactive here on FT!
On another note, it would have been easier had you just purchased your friend's ticket through a travel agency! No cc to show required.
Sorry about the MH issues... but your friend should have stood her ground and stated that you were there upon check in and Mh didn't want to see the cc.
It is not up to your friend's responsibility to show this..
But best for you to contact Malaysia Airlines here on FlyerTalk as they are a team of MH employees doing extra for their airline here. Or wait for them to contact you in due course. They are actually quite proactive here on FT!
On another note, it would have been easier had you just purchased your friend's ticket through a travel agency! No cc to show required.
Dec 13, 2010, 7:55 pm
#3
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Thanks Guy Betsy. My friend freaked out after being summoned by the agents. Can't blame her for that. By the way, how can I get in touch with MH crew on FlyerTalk? Is there a way to find them or just wait for them to read my post?
Dec 14, 2010, 9:24 am
#4
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Sorry to hear about your mishap with MH.
Don't know if there are MH staff known/appear as staff on FT, or are active here at all.
Maybe send them a link to this thread and say this is a VERY popular forum, and we can advice against flying with MH when somebody asks about their service. BUT we can advise flying with MH if they show some goodwill and service by solving this case quickly and professional.
Good luck with solving this unfortunate occurance.
Ralph
Maybe send them a link to this thread and say this is a VERY popular forum, and we can advice against flying with MH when somebody asks about their service. BUT we can advise flying with MH if they show some goodwill and service by solving this case quickly and professional.
Good luck with solving this unfortunate occurance.
Ralph
Dec 15, 2010, 4:33 am
#5
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called the bank today, and was told that they never received any refund request from MH on the 13th of Aug. MH has been lying to my face for the past 4 months... wth...
Dec 15, 2010, 6:44 am
#6
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From what I have read in your post, you had use your credit card to purchase a ticket from Taipei to Kuala Lumpur for your friend and you have requested MH to credit the reimbursement of the second air ticket to your friend's credit card instead of yours. If I am not wrong, the airline can only credit back to the original credit card which was charged originally.
Dec 15, 2010, 8:38 am
#7
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From what I have read in your post, you had use your credit card to purchase a ticket from Taipei to Kuala Lumpur for your friend and you have requested MH to credit the reimbursement of the second air ticket to your friend's credit card instead of yours. If I am not wrong, the airline can only credit back to the original credit card which was charged originally.
Dec 15, 2010, 3:49 pm
#8
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My friend used the ticket I bought with my CC to board the plane from Taipei to Kuala Lumpur. When she landed in Kuala Lumpur, she was asked to pay for a NEW ticket, using her CC. MH has agreed to refund her the new ticket which she paid for using her CC, not the one I purchased. My friend called her bank today and found out nothing has been done yet.
Sorry for the confusion.
Sorry for the confusion.
Dec 16, 2010, 4:22 pm
#10
Join Date: Dec 2009
Posts: 88
I can imagine the tremendous amount of difficulties involved if your not in KL and the case was more complicated such as yours. MH simply has too much of administrative red tapes for its office to function adequately in matters related to refund.
Dec 16, 2010, 6:51 pm
#11
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I'm trying to get a copy of the credit slip that they sent to the bank so I can deal with the CC company DIRECTLY instead of having to go through MH. I've lost all my confidence and trust with MH and don't even know if I'll ever get the refund back for my friend. Fingers crossed...
Dec 29, 2010, 1:56 am
#12
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The error here is that your friend was bullied into getting a new ticket even though she had travelled halfway already. The onus was to get the approval at the initial point of travel.. not halfway. And that your friend should have contacted you first before buying a new ticket.
Now its just a wild goose chase.
Now its just a wild goose chase.
Dec 29, 2010, 2:21 am
#13
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Dec 29, 2010, 1:01 pm
#14
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There are a group of individuals under the name Malaysia Airlines here on FlyerTalk.
Send them a PM explaining your situation. Don't be rude about it as they are volunteering independently from their company in trying to resolve issues and help people. And they have done so with success in the past.
I haven't heard from them much in the past few months but like I said, as they are volunteering here, they might not be able to get back to you.
Good luck!
Send them a PM explaining your situation. Don't be rude about it as they are volunteering independently from their company in trying to resolve issues and help people. And they have done so with success in the past.
I haven't heard from them much in the past few months but like I said, as they are volunteering here, they might not be able to get back to you.
Good luck!
Dec 30, 2010, 4:27 pm
#15
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after constant calling and emailing, they finally get the refund processed CORRECTLY, and my friend finally received the refund few days ago... Malaysia airline is officially in my no flying list..