If you're struggling with refunds:
FOR ANYONE ELSE STRUGGLING TO GET A REFUND OR GET IN CONTACT WITH A LIVE PERSON: Try the email address clientsupport [at] airasia [dot] com (which I obtained after emailing every possible person I could who works at AirAsia) and specifically ask to be referred to Arlene, who is extremely lovely and helpful at dealing with refunds. Many thanks to both AirAsia's Chief People Officer and Head of Corporate Safety for being responsive to emails and forwarding my case on to the Customer "Happiness" team.