AirAsia will offer refunds to affected customers after incorrectly levying the Passenger Movement Charge (PMC) to children under 12 years old on certain flights from Darwin to Bali between December 2010 and September 2017.
The ACCC raised concerns with AirAsia following media reports in September. Children under the age of 12 are exempt from the PMC under the Passenger Movement Charge Collection Act 1978.
“Some AirAsia customers have been incorrectly charged for a levy of up to $60 that did not apply. Affected customers should contact AirAsia to obtain a refund for that charge,” ACCC Deputy Chair Dr Michael Schaper said.
“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,” Dr Schaper said.
Affected customers should have received an email from AirAsia by today. Any customers who think they’ve been affected by this conduct but have not received a notification should contact AirAsia directly.
AirAsia contact details
AirAsia has identified around 9,700 customers that have been affected by the conduct.
AirAsia advises that claims should be submitted by email to firstname.lastname@example.org
Affected customers can also access support via AirAsia’s webpage at: https://support.airasia.com/s/?language=en_GB.
Use this form to make a general enquiry.