I'm a student and I booked a flight to Indonesia during the 20% off sale. Cheap mah. Everything was great, I picked my flights, paid for my tickets using CIMB. Got my OTP and paid for the ticket. Got the email confirmation, everything good.

2 days later I checked my transaction history, I see the two RM210 in my transaction. I keep thinking where I spent this money. I clicked on the transaction, saw both is AIRASIA.

I quickly contact my bank, they tell me they cannot do anything because I'm already charged and to lias with airasia. So still ok la, I contact Airasia using the e-form, and twitter. They reply twitter first telling me that they will investigate the issue and get back to me.

4 days later, still nothing. So I dm back, is there any updates? They reply me saying the case is closed and there was no double transaction.

I call my bank again to confirm that there is a double transaction and they tell me yes. I already gave proof to airasia with me receiving one OTP and two of the same transactions going out and also in my transaction history where on two separate days the transaction was made when I dmed them and on the e-form.

Can anybody help me with what to do to get my refund.
I'm still a student, I didn't have a lot of money and the extra money charged was supposed to be my travel money. This is the first time I'm travelling alone. Please help me.

Update: I contacted Airasia again, they told me very rudely that in their records it shows only one transaction and they told me that my transaction might be floating. But I used a debit card, the transaction won't be recorded if it's floating. I also double checked with the bank. After telling them this, they told me to re-submit my e-form, because apparently the previous one I sent didn't have my attachments with it. Hopefully this time can settle.

Update 2: My request for a refund got denied again eventhough they told me to resend the e-form. The e-form got automaticay declined due to me reporting about the same booking number. I guess I have no choice but to go to KPDNKK and another suggestion was to call the bank and ask how did two transaction come from one OTP.

Update 3: Airasia confirmed with me that in their system it was not shown that there was a double payment. Therefore can't give me a refund. However, they told me that they would get my payment status. Which is definitely an improvement. But I wonder if because one transaction was paid to Airasia Selangor and another to Airasia Singapore brings a bigger problem.

This post has been edited by Brallectra: Jul 13 2018, 08:06 AM

I kene last time also... I thought the first payment didnt went through since no window pop up say 'payment successful' so i made another payment. I contact them through link below and got my refund but need to wait 1 month for them to investage and refund me

https://support.airasia.com/s/article/What-...?language=en_GB

If they refuse to acknowledge the problem then go to this provided you have all the relevant document
https://ttpm.kpdnkk.gov.my/portal/home or
https://www.mavcom.my/en/home/

This post has been edited by I'm V-Kool: Jul 10 2018, 07:34 PM

But they reply me like this,

Hi sorry, as we checked with the team case have been close and invalid for refund due to there is no double payment charged. Thank you. -Prabu

I also ask for refund in the e-form. I provide all the documents already. But still no news. How leh?

Go to KPDNKK with all documents. Note refund will take months so be prepare with your own money for travel first.

Ok thank you so much

TS, did you use a CIMB credit card 💳 ?

This post has been edited by Roman Catholic: Jul 11 2018, 04:11 AM

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This post has been edited by alwinnng: Jul 13 2018, 11:47 AM

No I used Debit card which is why got problem

I don't think it would make any difference for either card, since the banker must first honour the claim by its merchant.

Here's my suggestion, next time limit your Debit Card to the amount for the transaction to go through only. Having extra in that account somehow attracts "mistakes" to happen.

In that sense, the Debit Card is way better than a Credit Card.

the kpdnkk works?

Dispute with the bank. Allowing two transaction with one OTP is a bank issue.

Ok I will try and call them tomorrow. Thank you 😊

Every time u pay u need to use tac for debit card? I only use credit card n I receive 2 sms. 1 for tac n 1 for transaction confirmed. I don't know how debit card works.

Yeah it's the same la. Two SMS. One for the OTP and other after the transaction has been approved. But I got 3 SMS. One is the tac and the other 2 we're two different SMS. One for Airasia Selangor and another for Airasia Singapore. Weird right.

CIMB!!!!! Hahahahaha

THAT probably explains IT! HOPELESS Bank!

HAHAHAH give proof on what. That they allow two transactions for one OTP? Or

Just go to CIMB and file for a charge back. tell them AirAsia double charged your account (regardless whether CIMB or AA fault).
They will contact AirAsia and settle with them

U just need to wait.

U can also file a dispute at KPDNKK

Thank you for your clear cut explanation of what I should do. Will call the bank straight away. Thank you for instilling hope in me again