Avoid at all cost - I booked return flights to KL via Air Paz and deeply regretted
I booked return flights to KL through Airpaz. Unfortunately, my son was involved in an accident and a specialist confirmed he was unfit to fly for three weeks. I submitted all required documentation – a doctor’s letter, hospital invoice, and birth certificate – to support a medical cancellation. What followed was an incredibly frustrating experience. My documents were rejected multiple times on absurd technicalities. The doctor’s letter clearly stated my son was unfit to fly for three weeks, yet the officer insisted it didn’t specify exact dates – despite demonstrating he understood the content perfectly well. My birth certificate was dismissed as “blurry and concealed” when it was high resolution with all relevant information clearly visible. I made multiple attempts to resolve this through their customer service, including speaking with an officer, but none of my concerns were addressed. When I asked about the cut-off date for resubmitting documents, the chat was terminated without a response. I finally resorted to emailing Air Asia and was only after that I finally received any assistance. Even after the cancellation was eventually processed, the refund amount made no sense and didn’t reconcile with what I paid. To top it off, I received a check-in notice for my return flight – suggesting the booking hadn’t even been cancelled properly. This entire experience was unnecessarily stressful during an already difficult time for my family. Zero empathy, zero accountability, and a complete lack of transparency. I would strongly advise against using Airpaz. My response to Airpaz's latest comments: Thank you for your response, but I find it rather disingenuous. I did attempt to resolve this matter through your Live Chat – multiple times, in fact. Your agent was unhelpful and kept rejecting my valid medical documentation on technicalities, despite clearly understanding the content. When I asked about the cut-off date for resubmitting documents, the chat was terminated without a response. It was only after I contacted AirAsia directly and escalated the matter via email that my refund request was finally approved. Your team had every opportunity to resolve this but chose not to. Even now, the matter remains unresolved. Airpaz attempted to process my refund as a voucher, which I rejected. I have heard nothing back since. My booking reference is 1033978533. I should not have to chase this any further. Please process my refund in full to my original payment method and confirm completion.