请高人解惑？关于亚航退款规定。

我于8月订的亚航zest0促销机票，薄荷---马尼拉;后因薄荷遭遇地震，我又订了同一天从卡加延----马尼拉，已成行。因此薄荷-----马尼拉段没有成行。旅行归来后1周内发亚航申请退税。可刚看邮件貌似不符合规定，还是我英文理解有误？为什么啊？求解？
亚航回复邮件如下：
Dear Guest,Thank you for e-mailing AirAsia. We have received your feedback and your reference no is CASxxxxx-3LDSBQ.We have reviewed your airport tax claim and regret to inform you that your request is not entitled to this claim; as our record shows that either:there are open flights in your Booking Number, or;the guest has boarded this flight, or;the Booking number is incorrect;domestic flights within Malaysia Please note that Airport tax refund will only be processed once all flights in your Booking Number have departed. The same applies for guests who have missed or did not board their flight.We trust we have explained the necessary and thank you for choosing AirAsia as your travel partner. For further clarification in this case, you may reply to this email. Please make sure your reply subject line is the same as the one in this email.