AirAsia
Reviews and Complaints

Ref : complaint of missing baggage
Passenger name : dineshkumar, madambath
Booking no. & date : d9d6jd & tuesday, 05. 07. 2011
Destination : kuala lumpur to kochi, india.
Traveling details : wed 06. 07. 2011 / 3. 00 pm to 4. 30 pm (Local time)
Flight no. : ak 203 (Economy)

I would like to complaint and highlight my recent bad experience with air asia airline.

On 06. 07. 11 i boarded flight from kuala lumpur at 3. 00 pm (Local time) and arrived at
Cochin international airport at 4. 30 pm (Local time) . At the cochin airport, after clearance, i had waited for my baggage pick up counter and after a while i realized that my baggage is missing.

I had approached the air asia counter service and informed them of my missing baggage. To my surprise the staff did not took immediate action and just asked me to wait. After waiting for a long time i was informed that my baggage was not loaded onto the board at the lcct itself, which i came to know from air asia local staff at 9. 00pm (Local time) . It’s not possible as no way i can get my baggage the same day as it will only loaded on the next day flight which arrives at 4. 30 pm, after 24 hours.

I waited for 24 hours and i was only told once the baggage arrives at the cochin airport, they will call me. Upon arrival of my baggage at the cochin airport, i received call from the air asia staff, mr. Vineet shah mahesh that my baggage had arrived and asked me to self - collection. I was surprised and unhappy to hear such thing as the hotel where i stayed was 100 km away to the airport. I had requested them to send to the hotel since it was air asia’s fault but they refused and insisted that self - collection. I felt unhappy and requested them to bear the taxi fare which cost me inr2, 000. 00 rupees but to my shock after my firm demand they only offered me inr1, 000. 00 rupees.

I would like to stress that money is not the issue but the service that air asia provides is really disappointing and unhappy with the manner they handled the problem. I was actually on business and not holiday trip. Since i did not have my baggage, i had no other cloths to change for meeting / appointments fixed at that night. All my personal belongings are in that baggage and i was so helpless and angry with the airline that they did not even bothered to do the needful to immediate arrangement of my luggage nor apologize for what had happened. It’s was a very common problem for them to handle and that they took it very lightly but as a passenger with missing baggage, our frustration & unhappiness is wordless to express. Because of airlines mistake, i have lost the business opportunity as i had prospective business appointments to establish new business for that night.

Infact, there were another group of passenger same flight as mine, who were tourist from malaysia also had similar problem whereby their baggage was actually sent to hong kong i / o india.

Air asia’s strict baggage policy is baggage above 7kg is not allowed to carry on board. If any extra weight, they impose additional charges. While on board, they will carry out very stringent baggage weight checking on every passengers. If baggage weight is concerned, how come they did not do same to ensure that each and every passenger’s baggage is loaded onto the respective flight and assure passenger of the same.

When passenger is not allowed to carry heavy baggage inside the plane, what is the assurance that their baggage will reach safely to their destination. Doesn’t the airline care a thought for passengers’ needs and importance of every baggage they are responsible for?

Air asia being awarded for the best lowest air fare and the ceo, mr. Tony fernandez should also look into other areas of what goings on beyond the cheap fare. The service provided by their staffs in the presence of public always with a smile but when comes to service and problems aroused they are totally different.

My missing baggage is totally air asia’s fault as they failed to load onto the plane and they did not take trouble to send to me. But instead insisted me to travel a long distance and refused to reimbursement of my taxi fare.

I was not compensated for the lost of my time waited, taxi fare and loss of my business opportunity as i had important docs and other belongings for my preparation for my appointments.

Being well - established and wining awards for being the lowest fare carrier, mr. Tony should not be very proud of. He should not only look into the low / budget fare to attract more passengers but he must also improve the service provided by training his customer service staff to handle complaints professionally, efficiently regardless of any aa counter services at both domestic / international airports. If aa can impose extra charges for excess baggage weight then they should also compensate for any missing or misplaced baggage as well rather troubling passengers further by being very inconsiderate.

Dineshkumar
Director
Ldr enterprise sdn bhd

Airasia is getting worse. I guess the market tolerates their I don’t give a damn attitude and continues booking through them. They do have competitive prices most of the time but I am rethinking whether the discount is worth the bare bones recognition of a small amount of recognition as valued customer. They are cattle movers and be prepared to treated like cattle in the service department. Their website has many bugs in it where it is impossible to successfully book. You now have to call malaysia and pay 1.95 a minute to get ‘premium’ service. Basic questions should be part of basic service not premium. You see what was basic service is now premium and basic has now ceased to exits.

I call several of their office in various parts of the world. An attendant answers the phone and in perfect queen’s english she indicates that they don’t have anyone to serve english-speaking customers. ‘but you speak english’ I said to her. You need to call our premium service office in malaysia. I hung up to hear so blatant and unashamed attempt at ripping off and milking what probably has been identified as a lucrative market segment — english speaking customers that can’t speak the local language.

Finally after calling 3 other numbers I finally call their ‘premium service’ 45 minutes! To repeat and repeat and re-repeat to someone who has a beginner’s level of english! 45 minutes x 1.95 rm you do the math.

But I am sure they have an all too willing market that will tolerate such ‘the customer is always wrong’ attitude.

Anyone who reads this will merely have to weigh if tolerating such attitude is worth the aggravation.

My complaint is summary:
1- user-unfriendly website
2- lack of customer service
3- condescending attitude by their employees.
4- hidden charges for seating, insurance, luggage etc are extremely
Difficult and sometimes impossible to correct.
5- oh yeah, now they charge you for using a credit card.

Beware of their refund practice! Never in my life have I waited for more than 7 business days to receive a refund! First, they don’t inform you how long it takes. Second, you constantly have to follow up on it because everyone tells a different story! Their service is crap and it’s like talking to a script reading robot. Now I see how this low cost carrier really make their money! They simply rob you! Now they have rm3, 099 of my money for a tour I booked and I haven’t seen a penny back! Reason for refund? They had incomplete website at the time of booking. Think about it, would they give me a refund if I wasn’t right? Someonething’s definitely not adding up here!

On 27 July 2011, I took a flight from KL to Kota Kinabalu with AK5102 departing from LCCT airport. It was raining heavily that day and passengers were asked ushered through the boarding area into the covered walkways leading to the planes. But due to the heavy downpour, we all had to wait almost 30minutes under the barely covered walkway before allowed to board the plane. While boarding the plane, I noticed some luggage bags left unattended in the rain, just next to the plane! And to my horror, when we landed at Kota Kinabalu Airport, many luggages arrived soaking wet! Some backpackers picked up their backpacks and they were dripping wet! My luggage bag too suffered this horrible neglect and my clothes were all wet! It was indeed a misery for me to have arrived in a strange town with wet clothes for the night... all thanks to AirAsia / LCCT crew who had no respect for customers' rights and little regard to the inconveniences caused!

Apa yang saya tulis ini adalah berdasarkan sifat perikemanusiaan dan juga simpati saya pada salah seorang penumpang anda yang tiba-tiba rebah disebabkan tdak dapat perkhidmatan yang terbaik dari krew-krew Air Asia di kaunter khidmat pelanggan. Pada jam 1.30pm, 31/7/2011, Encik Anthon telah rebah di dalam restoran Marrybrown disebabkan sakit gaut yang dialaminya. Punca utama disebabkan beliau terpaksa dipapah keluar dari kereta dan dibawa perlahan-lahan untuk check in disebabkan salah seorang krew Air Asia tidak dapat membenarkan kerusi roda (wheel chair) diberikan pada Encik Anthon atas alasan prosedur dan hanya dibenarkan mengambilnya selepas chick in. Malang menimpa Encik Anthon apabila selesainya urusan check in, beliau terpaksa pulak menunggu lagi disebabkan kerusi roda hanya akan diberikan 20 minit sebelum berlepas. Apa salahnya diberikan awal dan caj dikenakan (jika perlu) disebabkan penumpang anda amat memerlukan perkhidmatan tersebut.
Saya dan dibantu oleh pelanggan yang lain memberikan perkhidmatan yang terdaya walaupun kami hanya salah seorang pelanggan Air Asia yang setia. Dimanakah sifat perikemanusiaan kakitangan Air Asia. Saya dan pelanggan lain amat sedih dan kesal atas sikap tidak peduli kakitangan Air Asia dan langsung tak ada budi bahasa.
Walaupun tambang murah, Air Asia patut menitik beratkan soal service pada pelanggan terutamanya orang tua, orang sakit dan kanak-kanak kecil. Jangan lah hanya memandang keuntungan semata-mata.

Ikhlas dari saya,
Sobri Mokhtar.

I am a Malaysian, living abroad for 6 years now, as such, a regular customer of Air Asia over the past years. Though we read and learn of the tremendous growth and expansion of Air Asia to more countries, it's upsetting to note that the service is not moving in the same direction. Personally, I have noticed the downward spiral of efficiency of staff and services provided to its customers. Though they brag and boast of their achievements and give 3 cheers to the passengers on flight, it seems all like a marketing gimmick and un-personal gesture. What customers really what is value for their money (as they claim to provide), and not getting ripped off with all the cleverly hidden extra costs ! Though I used to be proud of Mr. Fernandez 's achievement, like all powerful and rich "celebraties", I think he has lost touch with grass root and has been negleting his main asset, CUSTOMERS ! This will probably be just another of many complaints that will pushed under the rug or ignored, BUT statistics have proven, if this pattern continues, downfall of Air Asia is inevitable, I'm afraid. Customer Service is the key ! Start with your baggage handles, they are rough and throw your suitcases like " the garbage man throwing the thrash". I have had 3 damaged bags, 1 brand new ! I have the right to complain and expect a response...but never get one ! very frustrating...

To whom it may be concerned, my name is harrison tripple and I am very disappointed with the service I received from your airlines. I booked a flight leaving from ho chi minh city, vietnam - transferring through kuala lumpur, mlaysia - and a final destination of gold coast, australia. When I booked my flight I bought the ticket for 2 items of baggage of up to 25kg each. When I arrived at the airport in ho chi minh city the agents told me that I had only purchased 1 baggage item of up to 25kg and then told me I would need to pay over $1000.00 us if I wanted to get both bags on the plane. I even showed the agent on my printed ticket that I received by email from airasia where it said that I had 2x up to 25kgs of baggage. The customer service agent was incredibly unhelpful and did absolutely nothing to help me sort out the problem. He insisted I had been mistaken and I nearly missed my flight because of the situation. I then had to leave one of my bags in vietnam which I will now have to pay to ship my luggage to australia. I came to australia because i'm studying in gold coast and I am very limited in my financial abilities. I would like to be reimbursed or receive some sort of assistance for this inconvenience as I don't have the financial ability to waste money on shipping my bags when I already purchased, through airsia, the shipping rights of my baggage. The flight booking number for my flight is d9nsud, the flight number from hcmc - kl was ak883. The flight number from kl - gc was d72702. My phone number in australia is [protected]. I have tried contacting by phone the call centre in australia and pushing my complaint, however there is no access to the call center. Your website is deceitful and it is very difficult to contact anyone with a problem that needs solving. I truly hope your company will do the right thing and honor my purchase, if this can be resolved correctly I would look forward to continuing our relationship in the future. If this cannot be resolved correctly I will do everything in my power to make sure that I make all potential customers you may receive choose another way to travel. Please contact me as soon as possible.

Mobile self check in not working.I notice that the counter check in time is a bit late, but for domestic flight is 1hrs b4 the boarding n last. Checking is 45min be4 boarding.I reach lcct is 50min be4boarding.hence, ask Customer where to check in, they refer to counter r3, after half an hours, my turn.staff inform me closed can't check in.and refer me to another counter r68.the 1st staff not helping at all n say 1st come 1st serve.ok, fine.I continue to q.at the end, the staff penalty me rm 70per person and say Tis our fault.we wan to lodge the complaint at customer service, the things is they told us, 'u can line up. Counter no3 to 10' but, early told us is counter 3 and never mention 3 to 10.issue is actually we can meet the time and because of the poor services and never provide the details info caused we can't get the flight and penalty us!

Over the past 15 years, I have travelled to over 80 countries around the world and this is this first complaint to an airline I have ever made.
We purchased 2 Air Asia tickets for a flight 8 months in the future, then 6 months later (and half way through our around the world trip) we received an email stating that this flight route was terminated (not cancelled but entire route terminated not to be flown again).
However, this was known by Air Asia for at least 6 months prior to informing its customers as per online news articles, that means Air Asia knew of this termination within 2 weeks of us booking the flight! Why wait 6 months before informing customers of a terminated flight? They didn’t care about how it affects their customers having to rebook air fares 6 month later making the availability less and therefore prices higher (4 times in our case). Not to mention the incredible inconvenience it causes 6 months later when we were mid travel (in our case, in the Middle East with little means of communication, costing us 2 days of our holiday trying to sort this mess out and purchase replacement flights).
No Sensible Alternatives were given - Air Asia could have so easily offered / arranged flights on existing Air Asia flights via another city, preventing a massive amount of time and expense for its customers having to arrange alternatives and then have to deal with travel insurance claims and chase Air Asia for a refund.
From the time of Air Asia knowing the route was terminated, it took a year to finally receive the refund (and 6 months after requesting a refund). Why did I have to chase this multiple times, further wasting even more of my time? I did not receive a call back about this matter when requested.
Why weren’t we refunded all that we paid (who refunds the loss in exchange rate from when we booked the flights compared to the refund date?). Who refunds our travel insurance excess? Where is the money interest on Air Asia having our money for 1 year?
Why send only an email in a hope that the customer receives it? What if we hadn’t – what if it was marked by a spam filter as junk? If sending an email, why not allow your customers to reply by email since it is a critical issue and they are asking their customers a question about a refund or credit? Why include phone numbers in the email that do not exist? Why force customers to make contact only by phone and therefore force customers to incur toll call costs from another country?
After having to send this compliant twice, they took a month to reply with a typical ‘sorry but go away’ half baked answer reflecting the way they have handled this from the start.
Air Asia is an embarrassment to the airline industry with NO regard for their customers.
In summary, flight booked, terminated 2 weeks later, informed customers 6 months later, held money for 6 more months after multiple requests for payment. Nothing short of corrupt conmen and who regulates this? What can I do about it?

Case Acknowledgement - CAS-348399-WB50FB CRM:0001368

Since Jan 2011, Airasia decided to terminate the flight from Brunei to Kota Kinabalu which i had purchased since nov/Dec 2010. I recevived a letter from Airasia that i will receive my refund on the later stage. Patiently, i waited till Feb 2011. No Refund or mail about it. So i emailed them. No response. No calls over months. I repeated resend them the same letter with my booking number etc.
Till i finally found out that a couple friends of mine purchased the same flight with me using their credit card and cash voucher given by airasia. They received their full refund along with their vouchers.

I got frustrated. I started sending mails to any email address i can find. Till in Mid May 2011, i finally received a call and email that they can only refund me the amount i made using my Credit card but not the voucher i used.

I replied back that This is not my fault. the flight was cancelled. And the voucher was not a gift nor lucky draw. It was a compensation voucher for the previous trip i went. The flight got delayed for over 8-10 Hours.

I felt that i was being coned at Airasia. Not only they refund to pay me a few hundred ringgit on the vouchers. they hardly respond back to customer and It took more 5-6 months for a response back. I am seriously having doubt on their management. For one of the largest airline in the world, and yet, they cant even repay back customer refund accordingly.

complete disappointment. I urge all viewers to think twice before purchasing any tickets with Airasia.

So I purchased 2 adult tickets + an infant ticket to fly from Penang to Singapore.
Since there is a fee for infant, I suppose there should be some arrangement to help the mother with baby.
The 1st problem I faced was parent with infant is unable to do the web check-in.
When I reach the counter to check in, I asked the staff why is that I can't do the webs check-in?
They told me there need to have special arrangement for moms and babies.
GREAT!
So what had AirAsia arranged for us?
Mom and baby at 7A and father on 12F...
You know we have baby with us and you had charge a fee on the baby but yet you did nothing that helps us.
During boarding there wasn't any announcement for "those with infant or elders please come forward to board first".
Luckily the people around was kind enough to let me went in first seeing we carrying baby, stroller, and the man on 7B was kind enough to offer me his seat.
Unfortunately, you couldn't find all these common sense with AirAsia.
This is very disappointed, you should do better than this, Tony...

Booked a return ticket back to KL from Abudhabi on 27 Feb 2010, got to know thru Facebook that the flights from Abudhabi will be cancelled permanently. Called the local call centre in Dubai and was confirmed the above, later recieved an email stating the same and can apply for an refund if required. Replied asking for the refund. Recieved a confirmation mail for the refund and would take atleast 2 months to be processed.
After a few months followed up as there was no refund. Was replied stating that it is already refunded. Checked the account but nothing. Replied again with a copy of the same but no reply since then.
Followed up Many times thru emails but still waiting till now and it is more than a year.
Absolutely could not believe it.
Hope this mail reaches the respective authority?
I only wish to have my refund and will not thing again going back to Air Asia.
Thank you for this oppurtunity...
Bala

When i arrived at LCCT on the 4/5 i was charged RM 50 for exceeding limit by 1kg. I was okay with that. The lady at the counter told me that i can super size my luggage through online at Krabi for my trip back to Malaysia. At Krabi, i tried to purchase the online 15kg but couldn't. So i thought by checking in online through mobile i can select. I did not know that it checked me in without editing anything.

Then i tried with my friend's booking number. With mobile Air Asia also cant purchase. I lend the hotel's computer, i manage to edit the booking however it also charge me again for the flight return. Inst it suppose to know from the booking number that i have already purchased a ticket return. Air Asia wanted to charge me RM 300++ including super size baggage so of course i did not proceed the transaction.

When i arrived at the airport, i told the lady at the counter what happened. She said i should have called the hot line. I am in Krabi for goodness sake, telecommunication is a little short. Then she charged me 1060THAIBAHT for the luggage.

I key in the above booking no. ZY6HLH. I selected the supersize baggage 15kg – RM 35. Click proceed but the amount is not RM 35++ (convenience fee)

It is around RM 300+ inclusive of the flight ticket back. Of course I would not pay for the tickets as well. I already purchased the ticket.

My question is since I have already keyed in the booking num shouldn’t the system know that I have already purchased the departure ticket, why charge me again. Because I did not manage to supersize my baggage online, I was charged at the airport instead which cost much more.

Finally somebody from Airasia got back to me. Boy was she incompetent. For the 10th time i was telling her that i was charged as a normal transaction she kept asking me what is the error message.
Then later she said it is in thai baht. Come on use your common sense. 300 THAI BATH, do you actually think this is the baggage price inclusive of convenience fee.

Airasia is so ridiculous, as if i were to make up nonsensical story just for 1060BAHT. Technically they are trying to annoy me with repetitive questions so that i get fed up and let it go.

"Buzz, buzz buzz... blah blah blah... but don't worry, all our systems working". So says Air Asia's website when they're swamped. Understandably, site traffic is increased during sale promotions, but after years in a business that capitalizes on DIY bookings, shouldn't the website be able to cope by now?

I have been booted out of the booking pages uncountable times now after spending hours trying to get flights on more than one occassion. As a member, I'm not even able to log in! The only times I seem to have no problems making a booking is when I'm buying FULL PRICE. I for one don't think all systems are working at Air Asia.

(A recent experience attached. Even when I click 'Continue' as I know from previously accessing the page on Step 3 that the default flight is the one I'm after, I get booted to the damn bee AGAIN, and have to try start from scratch AGAIN.)

Subject: re: refund flight cancel rejected for pnr v9nr9d
Date: mon, 14 mar 2011 17:58:39 +0800

Dear sir,

No thank you for offering to re-book the flight to haikou.

After confirming with your office by phone on 7th mar 2011 that the flight ak62 & ak63 has been cancelled, we became worried that we may not be able to fly to haikou on that particular day and immediately book the flights from tiger airways knowing that it is very troublesome to fly from there. airasia did not even have the courtesy to inform when the flight was cancelled on the 7th. I found out from other passengers on that day.

Since I ve confirmed the flight through tiger airways, I was advised by your office to seek a refund via email and I immediately applied for the refund on that same day.

The email from airasia came on 9th and 10th march 2011 and confirmed that these 2 flights has been cancelled and I thought the issue has been closed. suddenly, I heard from friends again that airasia wanted to resume these flights. I was never informed officially till taday that these flights has been resumed.

However, this is useless news to me and the frustration came to a boil when after trying many times to get the phone line through, I was initially told that I cannot cancel these flights which was cancelled by airasia in the first place. I have no choice but to cancel these flights because I have booked and paid tiger airways much earlier (on 7th mar) before airasia resumed these flights.

After trying very hard and going through so much hassle, air asia verbally confirmed today that I can ask for refund but this refund must be placed in a shell account and it must be used with a 3 months expiry date. this sounds like daylight robbery when we are unable to get the refund for this problem created by airasia and again forced to travel to other destinations using airasia with unrealiable confirmation dates.

I am really very disappointed, frustrated and angry with the way airasia treat its customers and I will think twice before travelling with air asia again and will also advise others to not to fly with airasia anymore.

After may calls and explanations, air asia finally promised to refund in full the booking fee for flight ak62 & ak 63 cancelled by airasia, however, i've yet to receive the refund after more than one month of waiting. please let me know the status and when will the refund be made? the total amount is rm2, 037.00

Very frustrated customer and will never fly airasia again!
Email add: [protected]@hotmail.com

The following was writtne 7 days after the incident and after several emails and a number of calls I have had no satisfaction or comment with regard to this incident. Probably not unusual for air asia as they believe in not answering any serious inquiries. Most asian passengers would not complain about this. I am not asain and feel I was treated very poorly under the circumstances and should have at least been called by someone to explain what happened on the flight no one did and I will never fly air asia again I believe it not a safe airline. Why are they hiding this is what happened.

On thu 24 sep 2009, 1525 hrs I took a flight from bangkok thailand to macau (Mfm).In large part the flight was uneventful landing at about
1855 local time. However developments on touchdown have not only created great fear within me but also concern on how your flight attendants and crew handled the situation.

First let me point out that I have flown well over 1 million kilometers in my life and was actually a traffic reporter flying a single engine cessna for a radio station when I was in my 20s so I have a little working knowledge of aircraft albeit not as much with large aircraft however enough to know if there is a problem when I see sparks and flames coming from a wing housing.
Having said that I experience what I would consider a major problem in your aircraft on touchdown and I have had trouble dealing with it ever since the incident occurred on the right hand side of the aircraft under the wing and ailerons about midsection on touchdown there was what I would describe as a major potentially devastating incident that occurred on your aircraft

A large stream of sparks started to fly from mid section of your aircraft on touchdown. Since my eyes focused on the sparks themselves and not the runway I was unable to tell if it was the bottom of the wing touching the runway or an electrical problem under the wing or both however within a few second the sparks turned to a huge plume of flames as the plane was speeding down the runway on touchdown. I am quite certain other passengers saw the same thing I did as my fiancé who was with me at the time confirmed she had witnessed but at the time was not aware it was a serious situation. Buy the time the flames from under the wing had subsided it looked like a light housing or other round object was now dangling from the wing on what looked like loose wires and had come partially unattached from the aircraft. By the time the aircraft had parked on the tarmac there where many ground personal that where aware of the general problem and had signaled there was a problem to other ground crew by pointing to the dangling piece of aircraft with their fingers. Although at that point no other passengers seemed to know there had been a fire under the wing or thought it was the afterburners in the jets (Which it was not)

The plum of fire was not visible by the time we taxied to a complete stop however the emotional anxiety I was feeling at the time was and still is fierce. I had to resist the feeling of fleeing the aircraft
For the safety of everyone concerned since I have had pilot training
One thing I was aware of is not to do something to panic the other passengers however once there is a fire in or on a plane the cabin crew should have started emergency evacuation of the aircraft rather than allow it taxiing off the runway to the tarmac. At this point I am aware that the captain of the aircraft was aware there was a problem however his lack of action and the lack of action by the cabin crew still create a chilling affect on me. To confirm what I had seen I asked my fiancé once we had come to a complete stop if she saw the fire. She confirmed that she did. I told her to wait as I wanted to make clear what I had seen to the captain. Since the fire seemed to be out by this point I waited for all the passengers to disembark and then went to a flight attendant in the front of the plane and told her I wanted to speak with the captain and there had been some sort of mechanical problem with the plane. I needed to let him know about my observation.
At that point she notified the captain. The captain exited the cockpit and I proceeded to explain to him exactly what I had witnessed he then said to me & ldquo;it was this side of the plain” gesturing to the right hand side I said yes. He then said thanks and proceeded to use his cell phone to make a call I assume it was to someone on the ground with air asia but that is an assumption on my part I then exited the plane and joined my fiancé who was already far away from the plane as I told her to go

I have a few questions I need answered. The first is why air asia’s cabin crew did not do anything. The second question is why the captain and co-pilot did not inform the cabin crew there was a problem and why there was not an evacuation of the aircraft rather than business as usual. And of course what actions where taken after the plane was on the ground to fix whatever started the sparking and fire to begin with.
This was the content of the email I sent to customer care and got no response I sent it 3 times
So now I will take legal action

Worst customer service! Please read my email trail below! Air asia is a waste of money, I fly out this friday and they delayed my flight and now I am very upset..

hi,

Thankyou for a reply. I do not think this explanation is acceptable because I called air asia on friday 29/05 and was advised there were seats availabe for the 1:20pm flight and that I could change my flight for free because you guys have inconvenienced me. I booked my mother for the same flight on may 04 and because airasia have changed the flight times on us she was advised she could change her flight and has already done so. No charge. I have an event on friday may 06 to go to in bali, and I booked the 6pm flight so I could get there in time, and now that you have changed the flight to 8pm I will miss my event, I cant miss this event so it is airasias responsibility to make me happy as I do not feel like a valued customer. This earlier flight change to 1:20pm will not inconvenience anyone as I have already paid for my accomodation for may 6, I will just be arriving a bit earlier. I dont even have transfers that need to be edited.

When I originally booked my package deal I had no idea that airasiago wasnt airasia. I dont care if I booked with 'airasiago' or 'airasia' its the same airline and this experience has made me extremely upset as I feel that the terms and conditions should be the same for both sub companies.

I would like to see this email go to higher management as I will not take no as an answer.

Thankyou again,
Janelle
+[protected]

from: [protected]@airasia.com
> to: [protected]@hotmail.com
> date: sat, 30 apr 2011 17:43:31 +0800
> subject: fw: flight change urgent
>
> dear jannele,
>
> thank you for emailing to airasiago.com. Kindly please be informed with airasiago.com you only be able to move flight if the flight has been retime more than 8 hour only otherwise basic term and condittion applies on your booking. No changes and no cancelation.
>
> thank you.
>
> best regards,
> yogeswary
> airasiago.com
> _
> from: janelle dickinson [[protected]@hotmail.com]
> sent: 30 april 2011 05:11 pm
> to: askairasiago
> subject: flight change urgent
>
> hi,
>
> I am trying to change my flight on may 6 from 20.05 to 13.20 x 2, please help as when I call airasia they say they cannot help me. My booking is x34cwl.
>
> sent from janelles iphone
>

Dear Sir,
I had cancelled my tickets with booking nos. 1) X2LEJL 2) P83M6G and 3) JDNV6R at Air Asia counter at KL airport on the 9th Jan 2011 and post that followed up with your customer service agent.

I had my holidays booked for 2 week between 2nd Jan to 14th jan and had cofirmed bookings with your airline to fly three of us between Bagalore - KL ( round trip) Singapore - Phuket ( one way ) Phuket - Bangkok ( one way) and Bangkok KL ( oneway). Due to an emergency ( My father got hospitalized and admitted in ICU ) I had to cut short the trip and return home from singapore on the 9th Jan.

I could reschedule the return trip tickets with paying the additional charges however had to purchase fresh tickets between singapore - KL as my flight back home ( bangalore ) was from KL.

On the 9th after reaching the KL airport we met your officials and requested for a cancellations & refund request on 3 tickets which they noted on their system and promised, someone would get in touch via e-mail or call us. Even after a month no one contacted us and hence I reached out to ur customer service unit where I spoke to Mr Khan on this. After following up with him for almost 15 days, he said that the amount can be credited to my account and I can use this to do further travel bookings in the next 3 months. I have been requesting him to refund the amount since I will not be able to travel anywhere due to the situation at my end (My father passed away and in this situation I will not be able to travel anywhere).

I'm writing this e-mail, to consider my request on humanitarian ground and pls process the same and reverse the amounts on my Credit card.

I'm unable to load the doctor's certificate (since it'sin pdf format) for your perusal and consideration. I can mail them across to you if you can provide me with an email address

Looking forward to an early response.

I am very sad, booking flight ticket a year ago, and today just get to know through a friend that "airasia suspense penang-macau flight ". As I saw on the aa website that my booking confirmed, I didn't see the airasia small notice at bottom! !

31th march have to fly but nobody from aa told us. No phone, no e-mail until today! ! Use premier line to phone aa and get charge rm150-160, get a stupid answer! Ask me refer website, link, notice, we can't do anything! Do you still believe aa? ? Disappointed! !！

The option given is reschedule and top up or refund. Wait for one year and ask for refund, that is not good idea. Reschedule but need to top up rm600 per person, is it good option too. What can we do? Please help