AirAsia review: Service

Dear Air Asia Staff

On 13th October 2023, I was traveling along with 8 children (including my two daughters) from Pune to Bagdogra by AirAsia flight. I was escorting children from Sikkim who was studying in Pune. Our flight was at 6:35 am and we had started from School at 2:30 am in the morning. Unfortunately, our one luggage was left at school and we realized that only after reaching Pune Airport. I called school and asked them to send the luggage immediately. Since the school is located in remote Sahyadri hills, it took sometime to reach Airport.

I want to highlight that it was 6:10 am when my luggage arrived. Actually, I had appraised ground staff about my situation and requested them to bear with me. Though my own daughter was very small, I asked her to do checking along with other kids so that I could save time later.

However, to my great surprise, the ground staff was very rude. She told me that this is not bus stand. Though my luggage reached the Airport much before the takeoff, they did not allow to take the luggage. It is also to mention here that flight was delayed 30 mins and took off only at 7:00am. I was so stressed, but all ground staffs (females) were very rude. They even threatened me that they will deboard all children. The luggage was then returned back to school with hired vehicle and again sent back to Sikkim through Delivery. (Hired vehicle charges Rs 2150 + Rs 5000). However, flight crew members were very supportive and cooperative, they tried to help me out, though nothing happened.

Being a regular customer of AirAsia flight , I am very disappointed with the service. Barring mental stress and agony I went through, I want the flight to compensate the economic lost which was taken place due to non-corporation of ground staff.

Hoping for positive and firm actions from your side.

My contact number - [protected]