✅ Trip Verified
| I was meant to fly to Bali on April 22, 2020 but, of course due to Covid-19, the flight was cancelled by Malindo Air. I emailed them immediately to get a refund and since then my customer service experience has been a nightmare. First they took over a week to respond, only to send a generic email redirecting me to a form I needed to fill out requesting the refund. At no point leading up to this (or written anywhere on the form) did they inform me that the refund would be given in the form of a travel voucher. So, I filled the form out and waited for my refund that would never come. 22 days passed without hearing anything. During this time I emailed them twice to no reply. Finally, after my 3rd email (in which I requested a personal response specific to my situation and request), I received another generic response telling me that my request had been processed and I will be receiving my refund as a travel voucher. I replied saying that this is unacceptable and again asked for a cash refund in accordance with their policy. Once more, after a week of waiting, I received yet another generic email back explaining that their policy actually states that refunds are given in the form of vouchers and that under no circumstances would cash refunds be given. Furthermore, I was advised that I would only have 6 months to use the voucher from date of issue. After looking into this further, I found that Malindo changed their refund policy on March 17 of this year. This is after they must have realized that travel would be shutting down, they would have to start cancelling flights on their end and refunding money to their customers, this is downright despicable. I urge anyone considering using this airline because their flights look cheaper: don't. It's not worth the headache and frustration if for some reason you're unable to travel or your flight gets cancelled by the airline itself.