[nadirkhan]

I bought a return ticket (Perth to Lahore and back) from Malindo Air website from Australia. After travelling to Lahore (Pakistan), I changed the dates of my return flight by calling Malindo Air's customer service in Malaysia. They changed the dates for me and I paid via my debit card by giving the card's details on the phone. The ticket was issued, I received an email with the new tickets, but after a couple of days when I checked my online itinerary, I saw that the tickets were cancelled with a note that their bank has advised this transaction as fraud, and thus it was cancelled. I called the customer service in Malaysia a number of times to resolve the problem, but they were not helpful. They told me that the problem is with my bank and I need to talk to them. My bank in Australia said the payment is successful, and I could see the transaction in my bank statement. After getting no help from the airlines, I requested a friend in Malaysia who knows people in the airlines to try and get the issue resolved in Malaysia. Even that didn't go well, and I was told to raise a dispute through my bank in Australia. I bought myself another ticket from another airlines to travel back to Australia.

Now, I was about to raise a dispute with my bank, but when I recently checked my bank statement, I saw that the money I had paid to change my return ticket dates, has been returned back. I called the airlines customer service in Malaysia again to get an explanation of what has happened. They said that the money has been returned to me, and that the original return ticket has been cancelled, and a refund for the return segment is under process. I am hoping the refund will come through.

The reason I'm lodging a complaint is not because I need to get anything resolved because I'm hoping the refund will come through on time. The main reason is that the way I have been dealt with by the airlines is not acceptable customer service by any standard. I chose to travel in Malindo Air to save money, and in the end I was forced to buy another ticket in another airline to return to Australia.