Unhappy Rayani Air customers storm its office to claim refunds after airline is suspended for 3 months

A Rayani Air plane in Kuala Lumpur.
A Rayani Air plane in Kuala Lumpur. PHOTO: THE STAR/ASIA NEWS NETWORK

SHAH ALAM (THE STAR/ASIA NEWS NETWORK) - You would think they were lining up for the latest smartphone, but the line snaking up a second-storey shoplot in Malaysia's city of Shah Alam saw only fuming customers.

A total of 600 customers flooded the Rayani Air headquarters in Section 15 here yesterday, according to the airline.

Customers, who now have to find new ways to get to their destinations after the airline was given a three-month suspension, were here to claim their refunds.

Some were lucky enough to find chairs and tables to fill in their forms inside Rayani's small office, while others had to make do with the cement steps outside the second floor office.

However, all those who spoke to The Star said they were satisfied with the airline staff's service on the refund matter.

"They were very apologetic," said a police officer known as Safuan.

He had booked a ticket to fly home to Kota Kinabalu for the Raya holidays and said he may have to wait 20 days for the airline to refund him.

"They were very patient and understanding. But if you ask me whether I want to fly with them again, probably not. They have caused me a lot of trouble," he said.

This is the third time customer Fazlee Abdullah has had to meet with the airline's service staff over problems with his flight.

However, he said he was willing to give them another chance.

"They are new, so maybe we have to understand," he said.

Mr Nik Azida Nik Mahmood from Kelantan was livid, claiming that the customer service here would not refund her RM750 (S$262) tickets in cash as promised earlier.

"They said in the news I could get my refund in cash but now I have to wait for 30 days for them to transfer it into my bank account," she said.