user: hello Air asia please process my case number 00197387 &amp; 00197126 immediately. Thanks
agent: Thank you. Our sincerest apologies for the delay and inconvenience as the team is dealing with massive requests on refunds &gt;&gt;&gt; and there is an internal issue which is causing the long delay. The team is doing their best &gt;&gt;&gt; we've forwarded the case again to process will be updated as soon as possible once it's processed and completed.&gt; Thank you very much for your patience. Thank-Sha
user: Alright, thanks
agent: You're most welcome and apologies for the delay with inconvenience caused.- mariya
user: Why it's took so longgggggggggggggg
agent: Hi there, appreciate can check your inbox. We have assisted you via DM. Thanks-Sha

Customer is requested to process his case number is 00197387. Agent informed that they having some internal issue which is causing delay and  updated that they will informed once the case is processed and completed, Finally inform the customer that they will assist via DM.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: hello Air asia please process my case number 00197387 &amp; 00197126 immediately. Thanks
agent: Thank you. Our sincerest apologies for the delay and inconvenience as the team is dealing with massive requests on refunds &gt;&gt;&gt; and there is an internal issue which is causing the long delay. The team is doing their best &gt;&gt;&gt; we've forwarded the case again to process will be updated as soon as possible once it's processed and completed.&gt; Thank you very much for your patience. Thank-Sha
user: Alright, thanks
agent: You're most welcome and apologies for the delay with inconvenience caused.- mariya
user: Why it's took so longgggggggggggggg
agent: Hi there, appreciate can check your inbox. We have assisted you via DM. Thanks-Sha

### Response:
Customer is requested to process his case number is 00197387. Agent informed that they having some internal issue which is causing delay and  updated that they will informed once the case is processed and completed, Finally inform the customer that they will assist via DM.