BEWARE! There could be a bug in AirAsia.com online booking!
I will do a full blog about this when I have time, but at the moment, let me give you a summarized version.
- I wanted to bring the family to KL for holiday in March.
- AirAsia has a promotion on KL-KK at RM35 one way.
- I booked today going to KL on 24 March for 9.55am flight. I double confirmed this flight details before paying.
- After paying, the confirmation and itenary shows a 2.05pm flight!
- I thought it was a system or display error, thus I went and try to change the flight details but was asked to pay RM150 for two guest as change details fee.
- I call Air Asia to complaint.
- They said cannot change. If change must pay RM150 for two guests. I said its your system problem.
- Then their IT said I clicked the wrong flight.
- I said I will pay for RM150 if I really made a careless mistake.
- AirAsia said they can’t do anything or change the flight without paying. Asked me to lodge an official complaint.
- I was furious. I told them I will make sure the whole world knows about it and perhaps WILL NOT take AirAsia anymore even if I have to pay double in MAS.
- I will lodge an official complaint tomorrow and CC to all relevant parties.
My official complaint attached. Click below to read it. WARNING: Lengthy post ahead.
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JULIAN
Kota Kinabalu, Sabah
Tel: +60 12 82XXXXX
Attention: DATUK TONY FERNANDEZ – Chief Executive Officer Air Asia Berhad
Kuala Lumpur
7th December 2006
Dear Datuk Fernandez,
RE: AIR ASIA ONLINE BOOKING PROBLEM (BOOKING REF: XXXXXX)
With regards to the above matter, I would like to lodge an official complaint and dissatisfaction with your online booking.
On Wednesday, 6th December 2006, I made flight booking for March 2007 via your official website.
The flight that I intended to book to Kuala Lumpur from Kota Kinabalu is Saturday, 24th March 2006 which departs at 9.55am and returning on Tuesday, 27th March 2006 leaving KL LCCT at 5.10pm.
Once you have selected the flight, you will then be brought to a confirmation page to confirm the flight details that you have selected including the total fare incurred.
I have double confirm that the flight details were EXACTLY as selected before proceeding to confirm and put in the passenger details followed by payment. At the payment page, the flight details selected again appeared on my screen and I again double confirm that everything is in order and selected the correct flight before proceeding to enter my credit card details to complete the booking.
However, after payment has been processed, it displayed the booking number and confirmation of the flight booking including its details. To my horror, I read the confirmation and saw that the flight departing Kota Kinabalu to Kuala Lumpur is now 2.05pm! How can this be? After all this while all details displayed on the browser is correct. I would have thought it could be a system display error or the server has shown the wrong flight details. However, this was confirmed through the itenary sent via email.
So I would have though this error could have been easily rectified by going to the “Change Flight Details” section. However, I was prompted to pay an additional RM150.00 for this change. How can this be when I did not make the mistake deliberately or carelessly? If I were to make the mistake, I would be happy to pay the RM150 to change the flight.
I proceeded to call your Call Centre and spoke to one of your agents. I explained to them the whole scenario, but they did not believe me and said I made the mistake and keep in insisting that if I want to change, they can change it for me for a fee. That is not the point. Why should I pay for a mistake that I did not do? The agent then proceeded to tell me that she will check with IT department on this matter. Half an hour later, another call agent called me back explaining the situation and that the IT has found no problems with the system. They said I attempted to do a change flight but cancelled it. Yes, that is correct, as explained earlier. Indirectly, I was told that I was to be blamed for this mistake and I should pay if I want to do the flight changes. I told the agent that it’s not about the money or anything. I am just unhappy that I felt ripped off by AirAsia’s booking system. Like I said, if I were to make the mistaken, I’d pay for any charges that incur for flight changes. The agent was understanding enough of my problem but I know she could not do anything and when she referred to her manager, she was told that their authority is up to there only and there’s nothing else they can do.
Since she mentioned that IT department said I was the one who made the mistake, I demanded proof but was given a cold shoulder due to confidentiality. I am attached to the IT industry as well, thus I very well know how all this works. When I tried to explain what happened, she asked me if I could show proof as well? So I asked her back. Do you want each and every Air Asia customer who booked online to do a screenshot for every displayed page? Would that be troublesome? Maybe that’s what I should do for any future booking, that’s if I still decide to take Air Asia. Looking at this, I may no longer consider Air Asia and will take MAS instead even if the fares are more expensive. I can even tell hundreds of my friends, relatives and colleagues about this issue.
I’m merely asking Air Asia to amend the flight without charges because I know that it was not my mistake. Why should I cheat Air Asia RM150 for a mistake that I made my own? Why do I have to go through all the trouble complaining just to get free flight changes? Since I know that I DID NOT make the mistake, AirAsia should change the flight for me without any extra charges.
I hope that your management take serious consideration of this complaint and relook into your IT system. It could be a one off problem that happened to unfortunate bookers like me.
Should you have any further enquiries, please don’t hesitate to contact me via e-mail at XXXX@XXXX.net.my or mobile 012-82XXXXX.
Thank you.
Yours faithfully,
JULIAN
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And I received their standard reply (I believe auto reply?)
Dear Valued Guest,
Thank you for contacting AirAsia Guest Support.
We have received your message and our Guest Support staff will reply to your correspondence within 10 working days of receipt.
Thank you for your patience.
Regards
AirAsia Guest Support
If you experience any problems during your booking transactions or before your departure date please call our Guest Support or Call Centre. Our Guest Support or Call Centre operates from 9 am to 9 pm daily.
Guest Support
Thursday, 7 December 2006 at 9:52 am
wahseh, are this all tricks ar? tell them lar, u are IT person lar, you sure won’t do this kinda stupid mistake so dun simply point fingers….
but I’ve always hear bad things about AA lor… everyone somehow or rather, SURE got complaints one lar….
Thursday, 7 December 2006 at 3:54 pm
Good for you to complain. I’ve worked in the CS line before and I find complaining direct to the management sometimes do get some attention or compensation too ;P However, with AA, I doubt itlah. Seriously, when I travel with my kids I take M*S despite the high cost. Comfort & convenience is still important to a fussy person like me
Thursday, 7 December 2006 at 4:14 pm
wah first time heard of this leh, we have been booking airasia for quite some time and have not encountered with this problem before wor. maybe really unfortunate incident…but then again, cheap thing no good, good thing no cheap!! hahaha
Thursday, 7 December 2006 at 6:32 pm
Wah, first time heard of this, aiyo, why they were like shirking the responsibility leh? That’s a big bug..imagine if someone have to take transit..
Friday, 8 December 2006 at 3:19 am
I find CS in any industry is a pain in the a*s to deal with. A lot also has to do with the integrity or willingness to help from a CS personnel. At times I get a very unhelpful person and will just stop the conversation with him/her. I will wait a few mins later just so I can get another person to help when I call in. Sometimes that works as there is always 1 or 2 who will be more willing to push the envelope thru.
Sunday, 10 December 2006 at 4:05 pm
wow!Julian,u’re so “kheng” lei.Make a big complain.Anyway me also not AA supporter.Me rather take “M” even though is much much more expensive!
Saturday, 23 December 2006 at 1:27 pm
a year ago, my bandmates had his worst nitemare of his life. When the place almost arrive in KK airport, he just sat beside the right wing guess what? the engine wing is on fire. He almost had heart attack & the airhostess ask all the passanger to calm down.
He told me that’s his first and last plane for air asia.. hahaha
Tuesday, 26 December 2006 at 12:21 am
I would really love to hear the outcome of this if any.
Monday, 22 January 2007 at 3:41 pm
Aiyo, I am trying so hard for the past week to get into their website (not for the free flight la!) and problem getting in! Am thinking of taking whole family for a holiday, so now how?? Friends who have used them say “Okay lo!”, so to go or not to go???
Thursday, 15 February 2007 at 1:02 pm
[...] This is not my complaints. I read this on Julian’s Weblog. [...]
Wednesday, 18 April 2007 at 3:01 pm
They have already calculated in their yeild management system the impact of dissatisfied customers like yourself who go to other airline will be offset by the new coming customers. And because they really emphasis productivity, they are reluctant to waste time entertaining few complaints. At the end they win, customer lose. I suggest you go to politicians, urge them to create another ‘airasia’ , probably let MAS start a similar one, so that nobody monopolizes ‘no-frill’ business.
Saturday, 21 April 2007 at 2:42 pm
Hey guys… i found a way to search for cheap AirAsia and FireFly tickets. You got to check it out. During the 500,000 free tickets promotion… i found myself free two-way tickets to Bali!! Cooollioo.. Searching has never been so easy
http://www.izensolutions.com/?referer=vmirage
Monday, 21 May 2007 at 3:03 am
Hey folks, anyone know what the standard change fee for Air Asia is? I can’t find it on their webiste. Looking at the blog it looks to be about $40 USD? I’m thinking about changing our return flight from Phuket->Bangkok to Krabi->Bangkok. Any ideas? Thanks!
Karan.
Wednesday, 23 May 2007 at 10:59 pm
hi everyone! i guess this is not suppose to be a big issue, u guys can settle it by yr self, no need to make a big hu ha here n there. as for me, my self ive been flying wt m’s and also wt air asia n many other airlines, i guess all same! i didint say that julian was wrong, but actually he can settle it by him self instead of this…. i know, money is not an issue, but what do u get by doin this.. dont make a big hu ha, coz its not worth it at all… i also had a bad xprience wt M’S.. wt their cabin crew! some of them are very rude they think that they ARE HELL over great, but actually they are nothing!.. when i think back, why should i make a big hu ha AGAINST THEM n WHAT do i get by DOIN THAT, THEY ARE STILL WORKING N EARN MONEY!!… so think wisely! it is not worth it at all…….
by princess edlyena godrie,
Thursday, 25 October 2007 at 2:28 pm
Julian … what was the result?
I’d love to publish your story.
Rich
http://airasiaannus.blogspot.com/
Sunday, 11 May 2008 at 9:24 pm
Yeah..air asia sux anyway..
Sunday, 12 October 2008 at 1:45 pm
On 10th October 2008, I received an email from Airasia informing me that my flight Kuching-Macau (23rd October 2008) would be departing earlier at 9am. Which is 6hours 25mins earlier from the same flt that used to depart a month ago. I had no idea that this flight had been re-timed, only upon receiving your email. Thus, knowing that I was not able to depart that early due to meeting constraints, I had to call up their call centre to re-book myself on a flight which departs later than that.
On 12th October, I called their call centre (long distance) and I was again put on hold for more than 20mins before Amy Leong answered. I told her about my situation, she told me that I was not able to change my flight to a later date, because that is the only flight (KCH-MFM) left in the century. AK had discontinue to operate this route.
She told me that I cannot change the destination either as stated in the Terms and Conditions, eventhough I agreed to forge out the difference. She also informed me that I cannot refund this ticket and the only option they gave me was either travel on this date or change to a flight earlier than this date. I told her, I was on another booking which I will arrive Kuching on 19th October, which is 4 days earlier, and how could I possible leave earlier than that. If I could, I would not have to go thru all the fuss of scrambling to get a later flight after my original booked flight.
This means that since I cannot travel on my original flight, cannot change my destination (by paying the difference), cannot refund, AK had no other flights for me to change my date of travel, I would just have to throw away this ticket (amounting more than RM600) and buy a new one to travel on a later date. This is pure STRIPPING out of their so called ‘valued customer’.
Wednesday, 29 October 2008 at 1:18 pm
Why no answer when called 100 times???? Your call centre number is 87754000 but only ringing or engaged but never get a human to answer…..WHy???????
Saturday, 31 January 2009 at 6:20 pm
Hello, everyone! I was so angry and have no place to shout my angryness !!!
I have an urgent business meeting thus I would like to change my flight ealier back to KL.
I was trying to change my flight schedule through their oficial website (www.airasia.com.my). Due to the sloe internet connection in town (it’s not a big city), some connection error occurred thus I submit and rerfill the information few times. Anyhow, after certain try, the record LOCKED !!! I call the service centre to ask for solutions BUT there are no ppl picking up the phone, I was holding the line for 20 minutest for each calls. After perhaps 1 hour, finally someone picking up the phone, I ask for solutions, they come back with the ans :”Sorry madam, once the record LOCKED, its LOCKED, you’re NOT able to change anything online ANYMORE, you have to change at the airport counter/sales office/via phone, BUT we’ll charge the prices HIGHER!!!
OMG, I was like…shocked and nothing to say coz I explained to him that today is SATURDAY, the nearest sales office are closed and the airport are REALLY far far away. Can he just help me unlocked so I can settle all this at home (at very efficient, reasonable and convenience way). He replied that :” sorry madam, We’re unable to UNLOCKED it, either you pay higher price to change the schedule or stick with the purchased date.”
I am so angry so I send lots of complaint letter to air asia online, HOWEVER, there’re NO response at all. Obviously, they didn’t treat the passangers well. Air Asia with Good Service, NO WAY !!!
Monday, 2 February 2009 at 10:24 pm
Louise,
I love your comments. Tell the whole world how companies now a day do not care for their customer. This will make a lot of people refuse to use their service. You will see the result.
Friday, 31 July 2009 at 6:45 pm
I also really agree with everything that has been written and most of Air Asia’s ex-customer. Air Asia are the most unprofessional and poorest customer service airline that I have known. Stay away, they are a rip off.
Here is the story that i have wrote to Air Asia and i would love to share it to everybody in oder for the other people to aware about this company.
“………..This is the first time that we try to use Airasia and we are trying to book the trip from BKK to Phuket ,the Booking Number is FLJ1AW. The story started from we booked the ticket online and after that we tried to print the itinerary. We found out that the time was wrong so we decided to call to the call center to ask for their help or suggestion but the only ans. that we received was they could not help it and they also could not give any suggestion for the other solution. And when we ask for the phone no. of the person who can make the decition they just said there is no such a thing the call center is only the phone no. They don’t even show any respect to the customer at all.
In order to do the business we do understand that everything are according to the rule and regulation but they should have some exception sometimes depends on their purpose. When people just accidently put some information wrong he/she should be able to fix it or change it ( They just try to fix it like not later than 10 mins after the transaction. If people who try to cheat the company or scam the company he/she may wait until the other day or anytime that they want to change this or they may change it to the other day. I just want to let the person who are incharge with taking care of the customer and who are taking care of the service please take a look at your reservation process including rule and regulation is that really appropriate and is that the company really try to fulfill the customers’ satisfaction. This is the only my concern and the company should ask themself……”