Remember my post last month about Air Asia’s online booking error which I encountered? Actually ah, there’s NO UPDATE from them until now since the last communication.
If you see their email, it says they will respond within 10 WORKING DAYS of receipt of my complaint. HARLOOOOOWWW??? Now is what month?? Isn’t 10 working days should mean that I get a response on 17th or at least 18th December? Now what date you tell me? 11th January 2007!
Then Mich was kind enough to scan and send me this article from The Star published on 9th January. I tried looking for this article via Tmnet Ebrowse online paper, but couldn’t find it. Anyway, if you can read the article, the lady face almost the same problem as me. She brought Air Asia to Consumer Claims Tribunal and only managed to secured the refund of airport tax.
In my case, my demands are easily met, I don’t want a refund. I merely want them to change my flight back to the 9.50am flight instead of the 2pm flight that their system gave me. No need any refunds! If I don’t get a respond from them by within a few more days, I will take it up to the Consumer Claims Tribunal as well, but I would only asked for the flight to be changed back to what I wanted at no cost.
For this matter, I also like to thank Sasha who actually helped me to get in touch with one of the Air Asia staff, but despite this, also did not receive any response from them on this matter.
Thursday, 11 January 2007 at 9:27 pm
I wanted to blog to tell ppl to make sure they have screenshots of every screen when making a booking with AA.
I am not on their side. They will not entertain changing of dates because it is company policy. Imagine if they did it for you, you spread the word around. People will do the same and it will be chaostic, probably loose big money.
You can write the same blog on blog.thestar.com.my. See whether it will be effective.
Thursday, 11 January 2007 at 10:25 pm
During our first family trip to Kuching, we missed the flight. They wouldn’t let us check in, even if the plane is still there. Normally, for MAS, you can just top up the tickets for the next flight. But we bought AA, so we had to waste all the tickets and buy 4 new tickets again on the spot! So, we ended up paying more. Sigh!
Friday, 12 January 2007 at 1:57 am
I agree with Michelle, you should blog this at The Star’s blog. Big shot companies will not give a hoot unless a lot of noise is made. Too bad M’sia don’t have a consumer friendly TV network. Here in California, we can actually write to some TV networks and they will check out and even file claims for the consumers.
Friday, 12 January 2007 at 10:21 am
Glad to help to forward the email but sorry that there’s no reply I guess they have zillions of complaint to feedback. Cheap flight its like dat ke lar…
Monday, 15 January 2007 at 2:58 pm
Oh well, this is what you get for buying cheap flights. When we went to Bali last year (and I was 7 months preggers), our return flight was delayed for almost 6 hours! And no one mentioned anything until we reached the airport! We reached home at almost 3 a.m in the morning. Sigh. I wonder how they’ll fare (pun intended) with their London/MU flights. Tsk tsk tsk.
Thursday, 15 February 2007 at 7:39 am
Air Asia have given me the run around now for 7 months…
I booked my flight in Australia June 06 to fly September 29 return from Penang to JB. Submitted c.card details was sent an itinery recieved no other communication from Air Asia. went on our holiday arrived at Penang Airport to take flight told by the rudest staff I have ever met that nights flights to JB ceased months ago. After much debate they then declared my C.Card had been declined (untrue). They then said they had tried to contact me about booking(untrue). None of these reasons are valid and have been proven incorrect.
They did not give a hoot that I was stranded at Penang airport with my child and insisted on calling the police when I became distrought. The police were very helpful and a report was made against Air Asia. I had to find emergency accomadation and transport, these costs are what I am seeking from Air Asia. Could someone tell me any media outlet /Consumer affairs in Malaysia that could help.I have sent around thirty emails and have had contact with a person who repeats the same lame excuses detailed above.
Thursday, 15 February 2007 at 1:09 pm
[...] Read more here… [...]
Thursday, 15 February 2007 at 1:11 pm
Julian, I posted about your problem at my blog, http://nourishers.com.
I would like to know how was the problem now? Resolved?
Pity to know that you’re in the hard situation.
To those who would like to comment, complaints and bang on Air Asia, post your complaints at Air Asia Forum at http://nourishers.com/forum/
Friday, 2 March 2007 at 4:07 pm
i am goin to fly with air asia today for the 1st time.. i have heard about all the stories (true stories) about this airline and now i am feeling abit..erm… dono how to express myself.
a few days ago, my sister receive a call from air asia regarding a delay in the flight time (the ticket is booked under her account), but no emails (i.e. no black and white) is received. So i am abit skeptical (actualli more like scared) to arrive later to the airport as i don’t want to miss d flight or charged for it…
do any1 have the air asia contact num? if not, i think i better go real early to confirm…
10x in advance…
Saturday, 17 March 2007 at 3:59 pm
oh god. i am having a day-mare.
i got one of those cheap rates from KL to KK for two people six months back. i was looking forward to this trip except recently health concerns have befallen me.
i went to change my tickets online but i keep encountering an error which said:
” Sorry.
We’re sorry; there seems to be an error with your booking. We encourage you to check and try again : did you key in all required fields accurately?
Should you require further assistance, please contact the AirAsia Call Centre:
03-8775 4000 (within Malaysia), 0 2515 9999 (within Thailand),
0804 1 333 333 (withn Indonesia), 6733 9933 (within Singapore)
or +603 – 8660 4343 (out of Malaysia)
Alternatively, you may drop our Guest Support a note and quote your Case Number; he’ll be glad to assist.
We look forward to serving you again shortly. Thank you.
Case Number: AK431715330033
Click here to return to our homepage.”
I clicked on their guest support leading me to a 404 page error. So I wrote an email and immediately got an auto-message saying they are busy with lots of customers. For more than a week they did not reply. So my friend who is the second passenger gave them a call.
Many times he was not entertained to resolve the matter. Not only do I have to pay an extra RM75 per ticket per way, there are additional charges which ends up with my ticket being almost the same amount I originally paid. And they asked for my credit card number. No way.
I wouldn’t mind paying extra for anything, but I would much prefer to oversee the changes online in my own account, but that they would not address.
Their customer service is horrible! My online account could not make the changes and I’m simply going around in circles. Quite frankly the flying experience is the worst I have every encountered besides this glitch in their after-sales service levels.
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
Wednesday, 25 April 2007 at 4:56 am
Back in Feb we bought 3 return tickets from KK to KL
When we found we had to change the date of leaving it took a lot of trys getting through on the web site to change but was finally successful. (The price was a lot higher as we had a great price to begin with) The flight there was on time but the flight home wasthe last of the day and instead of getting in at 11:45 we arrived at 1:30 Am
All in all I think AA delivered as promised. we are from Canada and one of our party is used to flying Executive Class so had a few more complaints but all in all I found it a not bad experience.MA prices were way to $$ to pay for a one night sightseeing adventure!
I would definatley fly again with AA
Monday, 6 August 2007 at 9:06 am
saya sangat tidak berpuas hati dengan layanan pada kaunter check in R8 pada 29 hb july 2007 jam 18.30 ptg. Yang pada saat itu melayani penumpang tujuan MEDAN.Pada masa itu yang bertugas adalah cik FARA. Sangat disayangkan rupanya yang cantik tidak secantik budi bahasanya, manakala beliau menghardik pelanggan airasia yang telah pun uzur dan duduk di atas kerusi roda untuk BERATUR DALAM BARISAN. Mudah2 an pihak pengurusan dapat mengambil tindakan tegas terhadap staf yang berkelakuan sebegini.Bukan baru pertama kali saya melihat staf yang kurang sopan santun dan adab, terutama sikap dan layanan buruk terhadap Warganegara Indonesia. Yang boleh dikatakan pelanggan tetap airasia dan saya kira jumlah pemakai jasa airasia yang teramai. Adapun kekurang fahaman mereka saya kira harus sudah jadi tanggung jawab airasia untuk memberi tahu secara manusiawi, karena saya yakin mereka bukan free tetapi bayar untuk mendapatkan perkhidmatan dan layanan staf dari airasia.
Thursday, 25 October 2007 at 2:20 pm
Hi Julian,
I suspect you’ll understand this one:
http://airasiaannus.blogspot.com/
Keep up the cool blog!
Rich
Saturday, 15 December 2007 at 11:24 pm
very interesting, but I don’t agree with you
Idetrorce
Sunday, 20 January 2008 at 8:40 am
SAYA LAGI XSUKA TGK TICKETING STAFF AIR ASIA KAT KUCHING NIE.. ADA KA PATUT DIA JERIT PASSENGER SURUH BERBARIS THEN DIA JERIT PLAK XBLEH NAIK KAPAL KALO XIKUT ARAHAN DIA.. WEI HATI CUSTOMER KENA JG LA BRO.. JGN INGT NAK EKSYEN JAK K.. AKU KENAL SGT KAT POMPUAN AIR ASIA TU.. 5 KALI AKU NAIK KAPAL (XKIRA MAS KA AK KA)5 KALI AKU JUMPA DIA BUAT MCM TU. .. SAMPAI AKU JUMPA SORG MINAH CINA NI DIA KATA CIBAI LU.. HUHUHU DAHSYAT TUUUU… HEHEHEHHE.. ANYWAY KPD YG BERKENAAN ESP. STAFF TICKETING AIR ASIA KCH (POMPUAN LA) – LAKI SMUA COOL JAK.. JGN LA OVER ACTING SGT.. HORMAT LA CUSTOMER KO.. KALO KO NAK KEJAR PANGKAT KA KO GUNA LA CARA LAIN.. TU TAKTIK LAMA TU MAU AMBIK PEHATIAN BOSS…..KALO SMUA CUSTOMER KO LARI MAS BRU KO TAU MANA MAU KEJA LAGI.. HM.. ADIOS.. .. PS — KPD MANAGEMENT AIR ASIA.. PLS TAMBH MENU KAT DLM KAPAL.. BORING LA SMUA SAMA JAK..
Monday, 24 March 2008 at 2:21 pm
I took plane from Sibu to LCCT late night flight and first time experienced late exit from plane after plane stop for at least 15 minutes. I knew the weather was really bad outside but I dont really understand why they have right to keep us in plane for that long? After reach luggage collection center then I start realised there were so many passanges waiting for their luggage. The situation told me “Hei….was this situation cause me late come out from plane?” I believe it is that reason so that Airasia management can control the crowd. If that is so, then it is not fair to everyone who suffer for that kind of treatment. One weather can cause the management loss control of their best known industry? Come on AIRASIA. You can’t just beaten by one heavy downpour rain…Keep it up. To reach 90% departure accuracy doesn’t mean you can manage 90% of post-service delivery. Hah….anyway hope that next trip I would got my luggage wouldnt terrible sock in rain or thinking whether my luggage drop into drain so somekind like that….I still love AIRASIA…but sometime love and hate come together. Take is call “CARE”…..
Monday, 16 June 2008 at 6:54 pm
Twice now I have disembarked and gotten on an airasia plane, only to notice a mother struggling with two children and bags, an old lady struggling with her bag, and the airasia staff just looking on or gossiping among themselves, not bothering to help, so I had to offer my help … what kind of morons are these? i dont bother flying the airasia flights to Singapore. There are plenty of good buses.
Thursday, 19 June 2008 at 1:27 pm
Somehow i missed the point. Probably lost in translation
Anyway … nice blog to visit.
cheers, Suffocation.
Saturday, 26 July 2008 at 4:58 pm
26.JULY.08 : Hey peeps!!! Im here to blog about my disappointment with Air Asia. 3 months ago(April 08), AA started the BALI-KUCHING route and my friends and I grabbed it a mth later as the fare was increasing by the week and at a very reasonable rate for traveling in (sept 08) . A month later, we booked our hotel and tour packages via online and fully secured our bookings as per requirements. All went well and we were counting down the days, until recently, about a week ago, rumours online had it that AA’s last flight for KCH-BALI is on Aug 23rd, all passengers traveling after that will have a full refund.
Immediately, I called the AA customer service (I was put on hold for 20 minutes) to confirm about it and the not so friendly staff said that it is true. I asked why hasn’t anyone informed us, and she said that they have many passengers to call, just wait. Up to today, not even an email, sms or a phone call from AA.
I’m fine with the 100% refund, but what about my hotel and tour bookings that I’ve paid for? ( not via AA website) Ive checked with the hotel and they can’t give us a 100% refund due to company policy.
I know the hotel n tour bookings has nothing to do with AA, but come on, pls find a solution by re-routing us probably via KUL with no additional charges as im not prepared to pay a cent more. This is not my fault but im certainly sure AA cancelled the route to BALI bcoz of poor response.
We could only book our hotel n tour after securing our flight bookings. Of coz no one would book their hotel n tour 1st before getting their air tickets right? Everythg these days are like “book early and get a cheaper price’. And that was what we did.
How can we have confidence in AA now when they have their promo on cheap airfares , like buy NOW and travel period only valid in 6mths time, eg. in 2009. crazy!!! Yes, the airfare will be cheap but of coz ppl would make advance ground bookings too. N travel agents cant give full refund too as it is beyond their control and they have credit card surcharges and currency exchange rates to be take in consideration too.
I will be waiting for AA to contact me personally abt this and make it official, and if AA doesn’t want to fly us to BALI via KUL, I will publish my complain in the The Star etc and consumer rights. I am NOT joking and im taking this seriously, not only for myself but for the rest of the passengers. And the other option that I’ll give them is to give us our full refund for our hotel n tour.
I am also prepared to take this matter to higher level if they ignore us. We did send an email to AA customer service regarding this matter and was only fooled to be replied by a computer generated email which said that, ‘due to the overwhelming response we r unable to reply to u now’, HUH! Probably overwhelming complains!
Im posting this letter just to inform everyone abt this matter and be extra careful when u purchase ur AA ticket way in advance coz u never know what will happen , incase uve made ur accommodations bookings like me.
Thursday, 7 August 2008 at 12:17 am
Very interesting blog that get lots of views. As a former airline staff with one of the reputable airline (foreign airline). I used to work on the same rows of check-in counters with Air Asia staff at Penang International Airport. There is no right or wrong and everyone is free to express their view when comes to customer services (be it at the airport or anywhere else ranging from 5 Stars Hotels to well your friendly neighborhood “kedai runcit”. Our perception changes accordingly depending on where we visit. For instants, if you’re at a 5 Stars Hotel like Rasa Sayang Beach Resorts, if you’re given a scale of 1 to 10 and I bet you, your expectation will definitely at the highest mark that is 10, but then again, if you’re at any budget hotels then your expectation will automatically drop to a lower number.
Whether you’re check-in with a Full Service airlines or a No-Frill airlines like Air Asia, well one thing for sure, we’re dealing with a human being and its a norm that one will wake-up from the wrong side of the bed some days, and I’m sure you and I face the same thing as well (bad mood).
The problem is that non us try to put ourselves in the other person’s position? Imagine that you’ve to work eight hours a day which is norm to most of the people who work 9 to 5, but this poor fella gotta be up as early as wee hours in the morning, for example if you first flight out of Penang is 6am, the staff probably has to be at the airport as early as 4am to report for work that is excluding the traveling journey from one home to his/her work place. Next, you have to be at the check-in counter one after another flight, for instants, you might be handling a flight from Penang to KL and your flight departs at 6am, the check-in counter has to be open minus two hours before the flight that is 4am, check-in counter will closed minus 45minutes before your flight departs, then for some airlines, the same staff who checks you in at the counter has to meet you again at the gate to process you boarding procedures. I know its complicated to understand for most of us. Do any one have ever wonder your smooth sailing and pleasant flight could have stretch to a few days before your actual flight date? Obviously none of us bother, what concern us is that, when I get to the airport, I just want a best seat and all my request being fulfill. Then you’ll be very wrong, whether we’re flying a Full Service airlines or No-Frill airlines, basically they both are operating on almost the similar conditions like safety & security, your checked-baggage, the balancing of the aircraft and etc. Sometimes the airlines staff have to look into our special request like wheelchair services, special meals or even a stretcher case in some major airlines. In other words, if one needs a wheelchair when he/she is traveling with Air Asia, and as all of us know that Air Asia deploy their own steps instead of the posh Aerobridge, plans needed to uplift the wheelchair bound onboard if the person is unable to climb the steps, Have you ever encounter an Airline staff have to piggyback a passenger down the airplane using the steps only when the airport don’t have a facilities like the Aerobridge? One thing to tell the Airlines apart are their unique service (personalize service, entertainment systems, the age of the aircraft & etc).
What I’ve personally came across in most occasion is that the poor Air Asia staffs are being compare with MAS, SIA, Cathay Pacific Airways and other Full Service Airlines. BUT the person who stands or queue behind the counter totally forgot about the fare he/she is paying and I don’t mean that “you pay peanuts and you get monkeys” or “you pay money then you got honey”. Sometimes I do personally feel that Air Asia has wrongly charged their customers in terms of some hidden cost like handling fee, but hey, we should think again, the airlines need those monies to service its plane or purchase newer planes to make your journey safe and to pay their employees and most importantly is that to keep the airfare low so that “Now Everyone Can Fly”. Have you ever try to imagine, if you are on one of the ill fated flight that crashed and no one survive, Where can the Airlines find that MONEY to compensate your next-of-kin?
So, the next time when you fly Air Asia, one should ponder and try to place oneself on the staff position. One has to ensure the plane is on time, procedure set by the company for one to follows and finally one biggest challenge of the day, your beloved passengers. So, if one need to compare Air Asia service, then one should compare the airline with the same category airline namely, Tiger Airways, JetStar Asia, Easy Jet, Southwest Airlines, Ryan Air Cebu Pacific Air just to name a few.
Monday, 18 August 2008 at 2:32 am
This msg is for everyone and especially for “former airline staff”:
I understand the hassle and trouble that the air asia staff has to go through. It must be alot of stress to work under that much pressure.
Having said that, I also understand and can feel the pain of the stranded customers.
Dear, whatever it is, no matter how stressed, etc…… One must still have to adhere to at least some basic form of social manners and conduct. You could always say,”I’m sorry mam, I’m tired. Had a long day today. I’m sorry for not being able to meet your expectations. I will do my best to help you” Would be nice instead of yelling or showing a stuck up attitude.
Especially I am saddened by the comment by the lady from Indonesia above. No way, no matter how stressful and tired, yelling at an elderly person, and a weak one at that is unacceptable. Learn from the wise guys. Force a big fat smile, and gently say, “Excuse me mam, please que” and when listened to, dont forget to say thank you. It really doesnt hurt to do that. Be civilised no matter how moody you are.
I guess it all boils down to one thing: In the end its all depends on the individual’s upbringing. If she/he is the kind who has never been taught/monitored for her manners (or the lack thereof), she/he will remain a stuck up (and an unapologising one at that) no matter how big or small his/her job is.
To end, there is really nothing wrong with being stressed and moody. We all feel stressed and moody. Especially when we pay for something and we dont get what we rightly deserve
Thank you 
Wednesday, 8 October 2008 at 12:24 pm
On the 1st week of Sept, knowing that AirAsia (them) would be discontinuing Macau-Kuching v.v for good effective end of Oct, they still advertised their promotion over the media offering attractive prices travelling on this route.
Obviously, everybody flocked into their website buying tickets for the next 6 months or so. 2 weeks later, I was aware that they began to re-shuffle this route from daily to 3 times a week. A week after that, they decided to discontinue operating this route effective 25th OCT.
I started making calls to their hotline, as I was holding more than 10 trips on this route (tickets purchased without promotion price). To my dissapointment, I was put on hold for more than 30 mins each time. A total of 10 calls were made for the next 3 days. On 17th SEP, 11am, since I was on my way to Hong Kong in KLIA, I approached their counter personally.
Nobody was manning their counter, as I stood there for more than 40 mins. The information counter reassured me that AirAsia counter was open, so I had no choice but to wait. Then katrina showed up followed by another girl. How could 2 person from that very same counter dissapear at the same time for more than 40 mins?
When I told Katrina about my flight bookings, she said everything is still confirmed. I insisted that she double check, when she then made a call. She then reply ” Call our Call Centre, I cannot help you”. I was given 2 numbers, one which is the same number, again on ‘HOLD’ and the other was a “Wrong Department!”quoted by the person answering the phone.
I don’t have time to be kept waiting over the line ($ being spent) but Katrina was not helpful and kept on telling me to Call their Call Centre. She was impolite and was willing to give me her name so that I could write a feedback regarding her attitude back to her company.
Airasia had always being not one of my favourite no frills airline. They always re-time (shuffling few flights to one if the loading is light) their flights not regarding if you have a connecting flight (in the same airline), they will not be responsible and the word ‘DELAY’ is common. What pushes me to travel with them on this particular route is only the convenience which saves me time for a transit stop. With the attitude of their staff and the way they handle their operational disruption, my strong advice to fellow travellers is to avoid this airline by all means. Their price are not that cheap compared to other full service airline, sometimes they are more expensive due to hidden cost (which cannot be refund if situation like this occurs). Most probably, they would re-route me at the end, giving me no choice but to transit in KL, because they operate MFM-KUL v.v. 4 times a day (daily) with exceptional light load.
They may be one of the most successful no frills in South East Asia, that is because their passengers (mostly malaysian) were not given much option to choose the airlines to fly. Besides, once tickets purchased, no after sales service even though if flights were disrupted. Probably, Airasia tried to make passengers fed up from trying so hard to contact them thus giving up our paid trips. All my purchases were done using an user ID, which I cannot see the reason why they cannot let me know that my flight had been cancelled. Until today, they did not issue a notice saying that they discontinue this route which I bet a lot of passengers would be furious during checking in on departure day.
This is my only channel to voice out and share this awful experience because negative feedbacks or comments were not welcome in Malaysian papers, so as writing to them.
Saturday, 31 January 2009 at 5:46 pm
Hello, everyone! I was so angry and have no place to shout my angryness !!!
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 !!!!!!!!!!!!!!!!!!!
REgards,
Louise
Tuesday, 17 February 2009 at 9:48 am
Hi,
Sad to hear all these complaints. I suspect something not right or fishy or misleading when they advertised flt KUL to a city in Tamilnadu India for flt time of 55 mins. As normal airline pax,this flt time of 55 mins will bring me up to Langkawi, even phuket 1hr and 15mins. The advertisement said ‘We bring you Tri…India in 55 mins’ but the flt time back more than 6 hours… I wonder how?? So to avoid unconvenience and extra cost later due to odd hours arrival at dest, I will stick to my full frill airline as the cost different now was that not much compare to a headache dealing with this LC (Low class) airline.
regards
Tuesday, 17 February 2009 at 10:23 am
Hello,
I heard about Air Asia X offering RM600 to LON. I suspect that RM600 is just to let you seat in the cabin, I wonder how much they will charge you for a Maggi Cup during the flight, don’t dream about less than GBP 3 unless you could stand without food and water for 12 hrs. So be prepare to be like a fish in the kelong, once you in, I will slaugther you and on the pretext of you pay it cheap so you have to keep your mouth shut. The only free service will be the toilet but that won’t be long…I bet. Don’t forget to bring along your sleeping bag in case the flight arrived past midnight as the taxi fare will cost you more than GBP100. So my advice to you, calculate all the hidden cost and risk before you commit to buy the ticket because your COMPLAINT WON’T BE ENTERTAINED as usual.
All the best to those who have booked the flight.
Monday, 9 March 2009 at 10:30 pm
I really feel sorry for those who experienced difficult time with Air Asia. I too have experienced tremendous stress with Air Asia and it is just not worth it to save a few ringgits for miserable treatments. My flight was delayed for more than 3 hours from Sibu to KL and caused me to miss the last flight to Bali on 28 Feb 09. (My precious leave and vacation). I had to sleep on the bench outside the airport because the inside was so cold and the next available flight was in the morning so to avoid the delay of transport in the morning, I decided to just sleep there while at the same time I already paid for a hotel in Bali for that night. Now 3 hours delay is really ridiculous. I went to the counter to ask the girl if they could do anything or anything at all for me, she said we are piont to point basis and looked away from me, meaning, they take us from one point to one point and the rest is none of their business either delay or the plane crash. Anyway, I forgave them since this was really cheap ticket, cheap service sort of thing.
Anyway, to make the story short, on the way home everything went ok except that on board the flight AK901 from Bali to KL, I was very shocked of a behaviour of a senior flight attendant named Fauzirah. Suddenly she shouted at one of the Beijing girls who was in a group, in English, “What is your problem? What is your problem?” blah blah blah, and threaten her that “you be careful ah!! you be careful I call the security in the airport later!!” in front of every body. She went on and on…I think the whole plane heard it! It so happened that there was a miscommunication of changing seat between the flight attendant and the girl because one spoke in English and the other couldn’t understand the English. After that, she was talking to colleagues in Bahasa Malaysia very rude words like “Bising aja…” “Can you come over here _____, I don’t want to serve them anymore…” She rolled her eyes uncharecteristically.
I was very awed by her because I am from a service line, in hospitality, tourism, and retail business and have travelled all over the world and I know what it means by serving customers. The customers are not always right but she definitely had NO right to shout at any customer especially she herself was the one who shouted, not the customer. I thought may be a senior flight attendants are probably more rude because they are tired of this job. She could bring the customer to another place and talk to her in simple English to get the message across or get a Chinese speaking person to talk to her but she chose to shout and threaten and embarrass the customer in front of the whole cabin. The customer was only a Beijing woman ( a tourist moreover), not a terrorist with guns pointing at her. She totally lost her character and seriously misrepresented the AirAsia’s image, unfortunately. Who do they think they are? They are but salaried servants to an organisation.
I was thinking of a way to report about this, but since I found what all of you wrote here, I added to your complaints. It was just unfortunate that my cell phone was turned off during the flight or I would have recorded the whole thing and post it every where on line for the whole world to watch.
I am a professional and I really think Air Asia staff (not all of them to be fair) are not trained properly, very arrogant and rude especially the females. It is like they carry very cheap attitude like the cheap tickets.
Wednesday, 8 April 2009 at 9:07 pm
check out this forum…
free airasia booking
http://miricommunity.net/viewtopic.php?f=65&t=18920
Friday, 17 April 2009 at 1:09 pm
I am having a very bad and frustrating experience with Air Asia as I am typing now. On 30 March,I booked flight for 3 from KL-Langkawi departing 2 May, returning on 5 May, thinking that the earlier I book the cheaper fare I will get. Isn’t that their marketing gimmick? Well, one week later, out of curiousity, I checked the same itinery. RM60 cheaper. I noticed they have a promotional fare starting from 5 May. Fair enough though I did lodged a complaint. They clarified that it was a rare occurrence, only when people who previously booked had cancelled and the seats were returned to the system, blah blah. Fine.
Today, which is more than 2 weeks later, I checked again, the fare had dropped by RM100!! And if I had booked a slightly later departure flight, I would have saved a total of RM200(At the time of my booking all were the same price so I thought I might as well arrived in Langkawi earlier) Now, I am fuming. I tried to lodge another complaint through their email feedback but the server seems not to work. Knowing how “FANTASTIC” Air Asia customer service is and how much they don’t give a hoot about their customer, I guess I would just give up doing that and probably post my lousy experience as much as I can on as many blogs as I can to warn people about booking early. It doesn’t get you the best price. Sometimes it just makes you feel like a fool being slaughtered.
RM200!! I could get really good several meals for that amount of money. So beware, don’t believe what they say. I have yet to fly but I am already preparing for the worst to come. Some nice way to looking forward to a holiday.
Saturday, 18 April 2009 at 10:10 pm
Some Airasia.com attendants are so incompetent and ignorant. Rude and arrogant for nothing fellows. Did they ever go to school? They are so uninformed about other countries visas, not sure they can even read or write.
Saturday, 18 April 2009 at 10:12 pm
Especially the ones at Bangkok check-in counters!
Thursday, 10 September 2009 at 9:20 pm
Hi! I was surfing and found your blog post… nice! I love your blog.
Cheers! Sandra. R.
Saturday, 12 December 2009 at 8:40 am
Below were the emails I send to Airasia. Any advice? Anyone can help?
Dear Sir/Mdm,
I had call many many times, emailed twice. I have 2 replied emailed. One said “ the department will contact me”, the other said “ pls contact call centre”. I was asked to email malaysia-support@airasia.com but no reply after 2 ½ week. I have done everything I can but no one will help me. Please, do something for me or I will seek lawyer’s advice.
Thanks
—–Original Message—–
From: Mary [mailto:maryyap@orcon.net.nz]
Sent: Saturday, 28 November 2009 1:21 p.m.
To: ‘malaysia-support@airasia.com’
Subject: waiting for refund after 3 mths +
Dear Sir/Mdm,
I am desperate! I need someone to help me!
I live in New Zealand.
I made a booking from Tianjin to KL, for 19 Mar 2010 on 21 Aug 2009 12.27. The error report appeared as “The fare and/or flights that you selected are no longer available..although they were when the system displayed them to you initially. Someone else has just purchased the seat(s) that you were considering.
Your credit card has not been charged. We suggest that you return to the search page to look for new flights and/or fares.
I made a new booking from Tianjin to KL, for 20 Mar 2010 on 21 Aug 2009 12.36 again. Few minutes after the failed attempt. The error report appeared as “ A possible duplicate booking has been detected, This may occurred …..Please call reservation center for assistance. Case Number: AK012940525007
When I checked my credit card a/c, I was shocked and angry, my credit card has been charged twice. I had 2 bookings from Tianjin to KL, ONS3AQ and OW8WDQ confirmed.
On the same day, I called the centre, after 3 calls, I talked to Zak(near 12.50), he said the error dued to website error. I will get my refund back in 30 days & cancelled the ONS3AQ for me. I was not happy, the website error & I have to wait 30 days??? But nothing I can do, I live in NZ.
I called again, 2 days later on 23/8/09 at 09.35, the staff told me not to worry. ONS3AQ has been confirmed cancelled, wait for refund. I feel better.
On 21/9, one month later, no refund. I called twice, finaly at 13.24 talked to Kevin, then put me to Mathew, give me a case no.1814286. Mathew said the previous staff put my payment on hold, he will do it right away & promised me, refund in 30 days. I was more unhappy. But nothing I can do but just keep waiting.
On 24/10, 2 months later, no refund. I have called 5 times. I called again on 26/10. The staffs who answered keep promising me refund in progress. But still no refund…
On 27/11, 3 months later, no refund. I called around 09.30, the line was not the best. I couldn’t hear the female staff name properly. She told me I won’t get my refund dued to my double booking error but she can put the $ in credit shelf. More shockly, she told me, the credit shelf expired in 25/2/10. She is sure of what she said.
Dear Sir/Mdm,
I have lost! I do not know what to say from NZ anymore. Is there anyone from Airasia who will help me to put this matter right???
I emailed twice. The first replied dated 6/11/09 as below
“Dear Ms Mary,
Greetings from AirAsia.
Please rest assured that we have received your specific complain and your request have been forwarded to the respective department. The department will contact you directly.
Thanks and Regards,
Zalifah
Customer Care
AirAsia”
I was so happy, thinking someone will help me finaly. But after sometimes, I emailed again and got replied on 26/11/09 as below
” Dear Mary Tee
Greetings from AirAsia.
Regards to your inquiry, we appreciate if you can contact our
call center for further inquiry at 603-21719333/603-2171 9222 open daily from 8am to 9pm (Malaysia time +8 GMT).
We apologies for the inconveniences caused.
Thank you.”
Please, can someone help me?? Merry X’mas!
mary