LET me tell you a story about Malindo Air. The screenshots will give you a gist of it eventually and the frustration of many, including myself for the trouble which has been thrown at us.

It had assured refunds but decided to send vouchers instead with a validity travel period from May 12 and with voucher expiring… wait for it ... November 27. 

November 27, 2020? Like they’re saying it’s perfectly okay to travel despite Covid-19 on a global scale.

Caring airline I must say without keeping your word on refunds to your paying customers. That take-it-or-leave-it attitude. Meanwhile, we’ll keep your money but here’s a voucher which expires on November 27. 

I hope none of my friends here has been taken for a ride by this irresponsible airline. Disgraceful airline. Zero integrity and principles. 

The letter below was sent to Malindo Air regarding this matter by my wife.

Malindo Air, 

I am referring to these 2 PNR: 

PNR xxxxxx 

PNR xxxxxxx 

1. Sheldon Xavier enquired about the refund for the above 2 PNRs via FB messenger on March 16, 2020. You had replied on May 12 saying that you will be processing a refund within 60 days.

2. During a phone call made through your call centre number 03-78415388 on May 12 at 9.22am, Sheldon Xavier spoke to your customer representative about this matter and your customer representative confirmed that the full refund will be made in cash. 

3. Today, May 13, we received this email from you, informing us that the refund is in the form of travel vouchers, and you attached the travel vouchers for LL (my wife) and Sheldon Dean Xavier, which carries the travel validity date of between May 12 and November 27.  

First, you went back on your words and sent us a voucher refund instead of cash refund for LL and Sheldon Dean Xavier.

Second, your voucher says the travel validity date is from May 12 to November 27. In case you do not realise it, there is still a travel ban currently and also, given the pandemic, who in the world will be travelling during this period until November 2020?

Third, there is still no news on the refund for PNR xxxxxx (MJX who is my daughter).

You guys are not sincere about giving us the refund and have zero scruples in handling this Covid-19-related refund process. It is unacceptable to give us refund in the form of travel vouchers, instead of cash refund, especially with travel validity dates that makes no sense at all. 

I am asking for a cash refund. I am asking for the cash refund to me made immediately. I await your reply within 7 days of this email. 

Otherwise, I will bring this up to the Consumer Tribunal and will make this known in the media of your unscrupulous ways in handling the refund process. – May 14, 2020.

* Sheldon Xavier reads The Malaysian Insight.

* This is the opinion of the writer or publication and does not necessarily represent the views of The Malaysian Insight. Article may be edited for brevity and clarity.