Charged for a Failed Order, Then Refused to Help and refund
I had a very disappointing experience with AirAsia Duty Free. My order failed, but my credit card was still charged. I provided screenshots clearly showing that the transaction was completed, not pending, yet AirAsia repeatedly replied with a generic response saying the payment had failed in their system and that they had not received the money. They simply told me to contact my bank. My bank confirmed they cannot do anything unless I report it as an unauthorised transaction, which would require blocking and replacing my credit card—all because of AirAsia's payment issue. Instead of properly investigating the payment or checking with their payment provider, they refused to take responsibility and kept sending the same template response. Very poor customer service. I expected much better from a company of this size.