Kepada para pengguna,
Suruhanjaya Penerbangan Malaysia (MAVCOM) ingin menggesa semua pelanggan Rayani Air yang belum mengemukakan permohonan bayaran balik mereka untuk berbuat demikian dengan bank pengeluar kad kredit /debit masing-masing sebelum 13 Oktober 2016.
Pada 26 Ogos 2016 , MAVCOM telah menasihatkan pelanggan Rayani Air yang telah membeli tiket menggunakan kad kredit atau debit tetapi tidak dapat menggunakan perkhidmatan tersebut berikutan pemberhentian operasi Rayani Air, untuk memohon pembayaran balik dengan bank pengeluar kad kredit / debit masing-masing untuk berkemungkinan mendapatkan kembali wang mereka.
MAVCOM telah bertemu dengan Bank Negara Malaysia, bank pengeluar kad kredit /debit dan pihak-pihak yang berkaitan untuk mengenal pasti prosedur untuk membolehkan pelanggan Rayani Air mendapatkan bayaran balik tiket mereka. MAVCOM juga memahami bahawa terdapat pelanggan Rayani Air yang telahpun berjaya mendapatkan bayaran balik tiket mereka. Berikut adalah langkah-langkah yang perlu diambil oleh pelanggan untuk memfailkan permohonan bayaran balik:
1. Menghubungi bank pengeluar kad kredit/debit ataupun melawat ke cawangan bank yang terdekat.
2. Lengkapkan borang “Dispute Form” dan hantar kepada bank pengeluar kad kredit/debit. Untuk makluman, dilampirkan salinan “Dispute Form”.
3. Menyatakan dalam borang tersebut bahawa permohonan bayaran balik ini adalah di atas sebab “perkhidmatan tidak diterima”.
4. Memastikan pemegang kad kredit/debit yang memfailkan pembayaran balik dengan bank pengeluar kad kredit/debit. Jikalau tidak, pelanggan perlu mendapatkan surat kuasa daripada
pemegang kad kredit/debit untuk menfailkan pembayaran balik bagi pihak pemegang kad.
5. Melampirkan tiket penerbangan Rayani Air ataupun “booking confirmation” yang mengandungi jumlah harga tiket yang telah dibayar.
6. Menyertakan komunikasi dengan Rayani Air. (Contoh: Borang bayaran balik yang telah diisi semasa menfailkan pembayaran balik dengan Rayani Air ataupun komunikasi e-mel dengan
Rayani Air meminta pembayaran balik tiket.
7. Lain-lain maklumat/butir yang diperlukan oleh pihak bank.
8. Permohonan pembayaran balik tiket Rayani Air hendaklah dibuat sebelum 13 Oktober 2016 iaitu 120 hari dari tarikh Lesen Servis Udara (ASL) Rayani Air telah dibatalkan.
Proses permohonan bayaran balik ini adalah antara pelanggan terlibat dengan bank secara langsung dan semua pertanyaan boleh dibuat dengan bank pengeluar kad kredit / debit.
Untuk makluman proses bayaran balik ini akan mengambil masa di antara 90 hingga 120 hari setelah permohonan diterima.
Nasihat diatas adalah sebagai susulan nasihat MAVCOM pada 26 Ogos 2016 dan pelanggan Rayani Air yang terjejas hendaklah menfailkan permohonan bayaran balik mereka dengan bank pengeluar kad kredit / debit masing-masing sebelum 13 Oktober 2016. Jika terdapat pegguna yang menghadapi masalah dengan bank pengeluar kad masing-masing, mereka boleh menghubungi MAVCOM sewajarnya.
Terima kasih.
Mohamed Sathik Ali
Hal Ehwal Pengguna
Suruhanjaya Penerbangan Malaysia
Dear consumers,
The Malaysian Aviation Commission (MAVCOM) would like to urge all affected Rayani Air customers who have not initiated their chargeback request to do so with their respective credit/debit card issuing banks before 13 October 2016.
On 26 August 2016, MAVCOM had advised Rayani Air customers who had purchased tickets using credit or debit cards but were not able to fly following Rayani Air’s cessation of operations, to initiate a chargeback request with their respective credit/debit card issuing banks in order to potentially recover their monies.
MAVCOM had engaged with Bank Negara Malaysia, the card issuing banks and other relevant parties to identify the process for Rayani Air consumers to obtain their refunds. The Commission also understands that some of the affected consumers have successfully managed to get their refunds. Following are the steps to be taken by a customer to file a "chargeback" application:
1. Customers are to contact the credit /debit cards issuing banks or visit the nearest branch.
2. Complete the "Dispute Form" and submit to the card issuing bank. Attached please find the soft copy of the dispute forms.
3. Declare in the application that the chargeback request is for "services not provided" by Rayani Air or a similar category.
4. Ensure that only the owner/cardholder of the credit /debit card files the chargeback application with the bank. If that is not possible, the consumer must obtain a written authorisation from
the owner/cardholder in order to file a chargeback application on behalf of owner/cardholder.
5. Please attach together a copy of the Rayani Air ticket or "booking confirmation" which contains the total amount paid for the ticket.
6. Include any communication with Rayani Air with regards to request for refund of the tickets purchased. (Example: Refund form that was completed at the Rayani Air office or e-mail
communication with Rayani Air with regards to ticket refund.)
7. Other information / details required by the card issuing bank.
8. The chargeback application for Rayani Air ticket refunds must be made before 13 October 2016 which is 120 days from the date of the revocation of Rayani Air’s Air Service License (ASL).
The chargeback process is between the affected consumers and the banks. All enquiries are to be made with their credit/debit card issuing bank accordingly. The credit/debit card issuing banks may take between 90 to 120 days to process the chargeback and refund the monies to the customer.
This advisory serves as a follow up of the Commission’s earlier advice on 26 August 2016 for affected Rayani Air customers to engage with their respective credit/debit card issuing banks before 13 October 2016. If consumers face any difficulties with their respective issuing banks, they may contact MAVCOM accordingly.
Thank you.
Mohamed Sathik Ali
Consumer Affairs
Malaysian Aviation Commission.
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ULASAN:
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