Grounded: Thai AirAsia denies ticket fraud, blames airline app

[snoop1130]

Photo by ท้อปท่องเที่ยว : Topwstrip via Facebook/ Fly AirAsia

 

By Petch Petpailin

 

Thai AirAsia denied allegations of ticket fraud, stating that the issue stemmed from its application, which was managed by its supplier.

 

The alleged ticket fraud came to light after the local news Facebook page, Esor News, shared the story on December 1. The page posted the following message:

 

“Abscess pops! A renowned airline deceives clients, offering ticket reservations and collecting payments before notifying them that their bookings have failed. No refund is issued. More than 100,000 people have fallen victim.”

 

The administrator of the Facebook page also claimed that the Office of the Consumer Protection Board (OCPB) was aware of the issue but no action had been taken to assist the victims.

 

The entertainment news agency’s Facebook page, Gossipstar, also commented, stating that the administrator booked a ticket with the airline the night before and encountered the same issue.

 

The application kept buffering for several minutes during the payment process, so the administrator decided to transfer the payment to another account to prevent potential losses.

 

 

This information captured the attention of netizens and leading Thai news outlets. Sorayuth Suthassanachinda, a prominent news anchor on Channel 3, reported the issue on the morning of December 2.

 

Supplier blamed

 

Sorayuth confirmed that the airline in question was Thai AirAsia and that the airline had clarified the matter with Channel 3. According to the airline, the financial loss was due to a problem with its application, AirAsia MOVE Thailand.

 

The airline explained that the app was operated by its supplier company, which had recognised the issue and was currently working to resolve it. Thai AirAsia maintained its innocence and urged the public to await an official announcement from the supplier.

 

Esor News addressed the matter again.

 

“Following the airline’s issue with multiple victims, clients attempted to claim their losses. However, they could only communicate with the airline’s artificial intelligence (AI), while their messages to the official Facebook page were ignored. The OCPB is aware of this but why are the officials remaining silent?”

 

The page administrator also challenged Thai AirAsia to take legal action if the information on the page was false. Some of the victims came forward in the comments to share their stories.

 

“What you said is true. I lost more than 100,000 baht and have been trying to recover my money for months but have received nothing. The airline directed me to the useless AI chatbot.”

 

“I lost money to the airline two years ago and never got it back. Recently, three months ago, I lost money to the airline again.”

 

“I’m terrified after what happened during the pandemic. It took me three years to get my money back.”

 

As of now, neither the airline nor the mentioned supplier company has issued an official statement.

 

Source: The Thaiger

-- 2024-12-02

 

 

[Moncul]

I see quite a few people complaining about buying tickets on AirAsia and then their cards immediately being hit with fraudulent charges in other countries.
Sounds like a right s*** show.

[tomacht8]

Airasia have no costumer service.

If there are problems it is almost impossible to talk to an employee. The Ai chat is garbage. If their “Move” website has been hacked, airasia should kindly compensate its customers. When it comes to compensation or refunds, Airasia has its pockets sewn shut. They are simply betting that customers will give up asserting their claims. The fact that when booking on their Move page, all extras such as insurance and extra luggage are automatically booked, even though you don't want them and you then have to laboriously deselect them, shows their bad company philosophy.

[JoseThailand]

That's why I book tickets only via reputable aggregator websites like Agoda. Also, to avoid the annoying $5 credit card fee charged by most Asian airlines.

 

 

 

[NemoH]

Air Asia is now very badly managed. Just travelled on their carrier but the ticket buying was a chore - their website is lagging and non responsive. And many times need to repeat the order… looks like a hack job to me … I even feedback to them but nothing happens ….

 

With this news ..it is looking like a their site is hacked. 

[BB1955]

They cancelled one of my flights before covid . I had a hard time getting a refund from them 

[BoganInParasite]

I prefer to pay in cash at a 7 Eleven when booking Air Asia.

[milesinnz]

I wonder how make people are aware of credit card "charge backs" ? I have only used it once on an Aliexpress purchase where they sent like xxx size and clearly it was not even M ... contacted my Bank's Visa department - seems most people at the Bank did not even know what I was talking about, then sending me in a few circles - but I got my money back from Visa. I don't see why this would not work with someone like AirAsia ?

[RtotheC]

I also had somw fraudelent charges on my CC. Afyer discovering others had issues after using airasia it makes sense now. Also, the official website bookong page barely works. I booked my most recent flight through 3rd party even though I normally go with direct bookings. 

[arick]

Grounded???????¿

[arick]

Works out cheaper booking  it through a third (Agoda) party and not using their app. 

[Homburg]

11 hours ago, snoop1130 said:

Thai AirAsia maintained its innocence and urged the public to await an official announcement from the supplier

Hey Thai Air Asia, is this not YOUR supplier which YOU have chosen to put between Thai Air Asia and its customers and which is taking their money?  Would an honest and forthright organisation not take ownership of this issue and deal with it?  If you fail to deal with this then what does that say about Thai Air Asia? 

[Geoffggi]

If everyone blacklisted the airline, I'm sure they would take some action ..............LOL

[AhFarangJa]

Sounds like typical response you often get here for mistakes, errors, etc. "not me, no my fault, I did not do it." loss of face syndrome.

11 hours ago, snoop1130 said:

“I lost money to the airline two years ago and never got it back. Recently, three months ago, I lost money to the airline again.”

 

Why would you use them again if you already lost money to them?.....unless there is no alternative I suppose.

[hotchilli]

11 hours ago, snoop1130 said:

The OCPB is aware of this but why are the officials remaining silent?”

Inept ?

[GiveMeAColdOne]

I also dealt with their worthless bot.  It took about 5 months to get a refund for a flight they canceled.  

[mstevens]

50 minutes ago, milesinnz said:

I wonder how make people are aware of credit card "charge backs" ? I have only used it once on an Aliexpress purchase where they sent like xxx size and clearly it was not even M ... contacted my Bank's Visa department - seems most people at the Bank did not even know what I was talking about, then sending me in a few circles - but I got my money back from Visa. I don't see why this would not work with someone like AirAsia ?

 

From your user name, are you by chance in New Zealand / using a New Zealand bank issued credit card? I ask because New Zealand banks are very good when it comes to their customers making a purchase on a credit card which wasn't what it was described as. If one had an issue with a purchase made using a credit card issued in Thailand, I'm not sure if you'd get quite the same assistance.

[wensiensheng]

Stopped using them a while back because it’s just so hard to use their app. VietJet is my go to airline for domestic Thai flights

[Clydesdale]

I stopped using Thai AirAsia after they refused a cancellation refund during covid.

 

Do not expect any support from them if there is a payment glitch.

[Cereal]

Ahhh...the ol' Asian 'It's not my fault' gig. Whenever a screw up happens immediately point 8 fingers, 2 thumbs and 10 toes in 20 different directions while shouting your complete innocence.

[daveAustin]

12 minutes ago, wensiensheng said:

Stopped using them a while back because it’s just so hard to use their app. VietJet is my go to airline for domestic Thai flights

They seem to have a habit of cancelling flights though. 

[Deez]

Avoid Air Asia. Pay a little extra if necessary.

[Sydebolle]

It is like everything else in this country. 

The customer does not care, WHY something does not work. The choice of "supplier" is done by the airline and the customer is dealing with the airline. Latter has to take responsibility but, in true Thai fashion, blames a) a third party and b) is not responsible. 

Only once Thais understand, that irrespective of suppliers, weather, sunshine or black tires - the customer buys a seat to travel from A to B - as offered by the carrier and it remains with the latter to make it work ...... or refund the money. 

This airline will be paying it straight through its nose and will cost them an arm and a leg - the marketing department must be in overdrive - well done, you goons and clowns in-midst of the Thai aviation circus and keep up the good work.

 

[ravip]

2 hours ago, milesinnz said:

I wonder how make people are aware of credit card "charge backs" ? I have only used it once on an Aliexpress purchase where they sent like xxx size and clearly it was not even M ... contacted my Bank's Visa department - seems most people at the Bank did not even know what I was talking about, then sending me in a few circles - but I got my money back from Visa. I don't see why this would not work with someone like AirAsia ?

You mean to say, you by passed your bank (card issuer) and claimed from Visa direct?

[ravip]

57 minutes ago, Clydesdale said:

I stopped using Thai AirAsia after they refused a cancellation refund during covid.

 

Do not expect any support from them if there is a payment glitch.

Comparatively, in a similar incident, Thai Lion refunded 100% without any hassel.

[Presnock]

10 hours ago, Moncul said:

I see quite a few people complaining about buying tickets on AirAsia and then their cards immediately being hit with fraudulent charges in other countries.
Sounds like a right s*** show.

I think it was last year or the year before, that airline was reportedly hit the ransomeware hackers who threatened according to the news to release personal information on some 5 million customers unless ransome was paid which the owner reportedly refused.  Within two months of that activity, my credit card which I had never had any problems for years was fraudently tried to make charges which my bank contacted me immediately to verify those charges which were false so I had to destroy that cc and wait for a replacement.  I really have no idea if any of the above is connected to that fraud but when using cc one must be aware of all the scams going on, and hope one's bank is alert to any possible missue of one's account.  Just saying.

[mikebell]

3 hours ago, BB1955 said:

They cancelled one of my flights before covid . I had a hard time getting a refund from them 

Ditto.  It took me two years to redeem a credit note; not helped by their website erroneously saying they had an office in Pattaya.

[Fairynuff]

36 minutes ago, Deez said:

Avoid Air Asia. Pay a little extra if necessary.

And if they’re the only carrier on a route you want?

[Fairynuff]

I’ve had more than a few delays but luckily never had a flight cancelled and I’ve been using them from the beginning. I’ve found them mostly very reliable but had a few issues with “payment pending” recently. This is worrying to say the least. I have flights booked for this month and next. 
Regarding the chat bot, I was able to chat with a live agent a few days ago about the payment pending issue.

[chdailey]

While a lot of the responses I'm reading ring true, there must also be a mindset with the users of the site of "Buyer Beware".  After using the services over the years, it's evident that the site is designed with a certain amount of deception purposely built in. It's disgusting and speaks volumes about the 'business' model but it's there. The airline routes in-country provide a lot of convenience for Thailand travel at a reasonable price.  It's most unfortunate that the company feels compelled to resort to its site's reservation practices and  misleading approach.