Malaysia - 560025
We booked an air ticket on line for a family member to come down for our wedding. The ticket was issued and we sent the itinerary to her. However, upon check-in, she was told that the credit card we used was declined and she had to pay the fare there. How then can the ticket be issued if payment fails? Why were we not informed VIA EMAIL, after all, the itinerary was emailed to us 5 minutes after the booking was made. It is unprofessional and highly inefficient that a passenger is not aware payment did not go through. If they had made us aware upon booking the ticket we could have made another plan. I am highly disappointed and WILL NEVER use or recommend Air Asia again. I'd rather pay more and get the service than less and just waste money. I was warned by a friend about Air Asia and failed to listen. I cannot believe that a ticket would be issued without payment and the airline expects that if it doesn't go through you'll be able to pay there and then. How about for those people who do not have money to pay for it there and then and rely on family members.
Over the weekend I tried to contact AirAsia's Australian reservation hotline and waited on hold for 1 hour. I gave up. Today, I waited for 2 hours until someone finally picked up. Then, the quality of the connection was so bad that eventually the operator hung up on me. Note - I have never had any problems with phone call quality.
To understand the background leading up to this phone call, please read on.
I purchased AirAsia flights during a sale. Some months later, my wife fell pregnant so I contacted AirAsia to see what our options were. They asked for a doctor's letter to confirm the pregnancy and that we couldn't travel on those dates.
AirAsia offered me a credit shell, explaining that this could be used to make new bookings or transfer credit to family & friends. The shell can ONLY be utilised by calling their reservation hotline - hence my patience on the phone. You can NOT utilise their credit online.
I thought this meant I could change the names on the tickets, so I found two buyers for my tickets. However, the bookings have been entirely cancelled upon accepting their credit shell offer. So now there is NO WAY I can get the same prices for those flights and would have to pay double the price (from roughly AUD1500 to AUD3000).
Their emails were very poorly worded and did not clearly state that my bookings would be automatically cancelled. Instead, they implied that I would be able to cancel the bookings once the shell was created. They implied that I would be able to transfer the bookings to another party but this is certainly not the case.
On 28 may 2010, I took flight ak 050 with couple of friends to macau. Our flight landed at macau airport app...
I am a frequent flyer of air asia for the past one year to bintulu and indonesia and this was the most frustrated incident with air asia. Air asia and management are really blood sucker, worse than 'loan shark'. Th e story is as below:
On 27/5/2010,. I was late in connecting flight qz 7696 from jkta to kl due to heavy mist in palembang.In fact my colleague had earlier taken the innitiative toinform sales office in jkta airport on the matter but anywhere when I arrived 15 minutes before the take off time, the counter was already closed. It's fair and I didn't blame them for it. The problem was I was put under standby list and paid rp 2, 000, 000 for the actual amount of rp 1, 989, 700 on the following flight qz 7692 at 13:20hrs. I obtained the boarding pass about 35monutes before take-off and while waiting for the staff to issue me the itenarary/receipt, I proceeded to fiscal counter to declare free tax as I hold working permit in indonesia. It took me 10 minutes to clearit due to long queue (Long holidays from 28/5 to 30/5) but some how the receipt was not ready then. By the time I got it, stamp at immigration counter, I was left with 5 minutes where I ran like a mad dog in order to catch the flight. Somehow by then the flighthas left and the staff recorded my arrival time at the gate at 1332hrs which should be 1322hrs instead. Myquestionis why wasn't any announcement made to those customers who were late as the boartding pass had all customers data in the first place. I returned to the counter but there wasn't any apology and the supervisor commented that it's a norm here. I was again offered to put in standby list on the following flight at 15:00++ which I spontaneously refused and turned to mas and purchased the ticket for flight mh 724 at 19:45hrs. No refund on whatever by air asia including the airport tax of rp150, 000 until mas staff advised me to do so. Why are your staff so corrupted, no courtesy and manners to serve the customers and where is your system and training programme in order to make things intact. A real bad experience in my life where I spent 17 hours from my staff house in palembang to my home in puchong. Air asia sucks!!! Compensate me please unless you feel your staff are right! Always remenber we are malaysian with ego. It's a big shame to air asia & very high profile tony fernandes as md of the company!
Airasia is really sucks. It is operated by a group of conmen who organise themselves as airline operators. This airline is called airasia.
Sometime ago I took airasia to one asian country and I swear not to take this airline again to wherever destinations. After a few years I broke that promise and try this airline hoping that the team led by tony fernendez would change and not shortchanging their customers (Polite way of saying not cheating their customers). I reliase that oldways are hard to change. Profit must be everything for tony fernendez and his team.
When you dont deliver what you promise you cheat on your promise. A group of people who cheat are called conmen. Tony fernendez and his people are a group of conmen.
My family and I book to travel on this stupid airline kuala lumpur/jakarta/kuala lumpur on 27/05/2010 via qz7693 and return via ak389 on 30/05/2010. Qz7693 was delayed by more than half an hour without any notice. Half an hour may be tolerable.
Ak389 is another story altogether. Having checked out from my hotel at 4.00pm jakarta time, send off the driver and was at check in counter at 6.15pm, I was informed by this stupid airlines staff that there was a delay and the new takeoff time is at 11.45pm instead of 8.30pm. Just like that and we were left high and dry!
Attempt to contact customer service department by phone both at jakarta and kuala lumpur failed as it would appear that this airline do not install phone line, they just subscribe to ringing tone and boring monotone voice box. Anyway do this airline have any customer service department in the first place?
My questions is that why bother to take our phone number at the booking time when such a lenghty delay cannot be informed?Would tony ffernendez and his team compesate us for our food expenses, inconvinience etc... ,
Arriving at godly hours and children having to miss the school is not the concern of tony fernendez... Bye airasia, now everyone can fly with a lot of hassle.
I will never forget about this experience in my life. I know the reason that i was use Air asia for many many time is 1st because of they have better rate but it's doesn't mean the staff could be rough to the passanger (Costumer whos paying they salary, no costumer no job it's mean no salary), i really don't have idea why that they did it (maybe because of company paid minimum salary so they gave minimum service too to costumer or personal problem which they brought to professional work area, honestly i just guess).
This is the story, it was arround 26 of february 2010, i have flight from Singapore to Jakarta at 08.45 pm or.. Sin time(i forgot), i was arrived at the airport 1(one) our and 15 min before departure but guess what they already close the checking counter (i should be arrived at the airport 2 ours before but the immigration of this my neightbour country give me problem because of ME is the Indonesian passport holder which they close neightbour country BUT that doesn't mean i want to overstay or work in this really really nice country!!!)
Then after that i went to the table which they call themself Costumer SERVICE (hahaha, , , its a joke) and i asked clearly "Excuse me which checking counter are going to Jakarta?" and She just answer with one of her ekspensive finger direct to the some of airasia checking counter, , , and i ????? i sad again "i'm sorry which counter mom? it is going to Jakarta?" and she just nod. I really upset and i said ok thank you.
i went to one of the checking counter and standing in line for 15 min until i decide to ask again to one between MANY of them(airasia ground staff) "I'm sorry i'm going to Jakarta, , ..(it's not finished)" then he said "Oow Jakarta, your aircraft is taking off already"(He think the problem will be finished when he say that)
I said "Haah!!! OMG are you kidding me?? but it's 52 min BEFORE your schedule, how come the aircraft was take off???"
then he said "ya, i'm sorry i couldn't help you".
Then my housband coming and of curse he was surprise when i said i missed my flight. We went to the costumer SERVICE ask AGAIN, talk, talk and non of them want to solve the problem(they are lazy), we really mad (They said "DON'T BE UPSET, WE JUST DO YOUR FAVOURS") EXCUSE ME!!!
And finally there is one of beautiful arrogance lady who called herself Active MANAGER showed, she is prety arrogance and showed that she has POWER over there, she said to me "DON'T YOU HAVE A MOUTH to ask!!! AIRASIA DON'T TALK TO PASSANGER LIKE YOU!!!..."
I said "I am, I ASKED THIS LADY ALREADY...!!! i still remember that in my ears how arrogance she was with me that time, i am not happy with that and told them to have someone else who MORE WISE than this sh****t(i'm sorry). But it's not over, she TOLD US TO GO OUT!!! and ask them TO CALL POLISH or Security or whatever, , , , (i think nobody wants to call polish that time, and i'm not afraid at all)
Finally, finally, ...God is sent one of wise guy from airasia which at least could solve my problem event if i lost my ticket and buy another ticket for 09.30 am day after that(its mean i should get the hotel)
Really i felt sad for my husband, he was tired waiting until i leave the super nice country and then driving to the border and million thing to do in the office. ~_~..
>what i mean IS...THIS IS part of the service to arrogance to Costumer????
>And i think i paid the ticket with the real money not with the kiss, so it's not free, , , why they said "THEY DO FAVOURS TO COSTUMER??"
>At least don't got the perfuntory worker whos said dumb word like them.
My family and I went back to miri from kk, it's a afternoon flight 1300hrs something, we dint not take our lunch and expected to take it on flight as we are in a rushing time to go to the airport. The most frustrated thing is that when we are about to purchase the meal, we was be informed that all of the meal was sold out! Wtf! It's the lunch time, and they should provide sufficient meal for passengers! And what make me angry is that they serve from the back row and front row, then slowly come to the middle row... By the time, all of the meal was taken by the passengers on the back and front rows. It's really unfair! So, we end up tying our empty stomach for the flight!
U guys should prepare enough food supplies! You set the rules that cannot bring own food and yet you dint provide sufficient meals to passengers! What a good management you have!
Air asia is one notorious blood sucker!!
I think u all notice that air asia now having a new charged hotline abt rm 2 per minute.
Fine. They say this is to provide better services to those needed only and we still can utilise the existing hotline for booking n enquiries. Wrong, they are bull ###!
I called more than 1/2 hour on the 03-[protected], 03-[protected], no body picking up my call. At last I have to call their [protected]. They just force us to call them at their charged hotline!!! (Just to suck more blood from us)
This is really not ethical. They should not doing business in this way... Frequent changes in time schedule, last minute notice, and now sky high charge for damn customer services. Air asia is doing worse n worse now.
Hey tony, u r making money because of us... Dun u forget.
Skybus ticket is booked together with online air ticket purchase. Lack of details about skybus upon booking.
Pickup point at LCCT is not clearly shown, and different from the actual signage and map in the website.
1 hour after check out, still no sign of bus. No working personnel at the station to assist.
Bus bays does not say operator name / destination. Utter disappointment.
Hi Air Asia,
We know you are attempting to become the most un-Australian company of all time and your so close. For starters, your getting above the likes of your competition such as Tiger airways whom have ditched the RyanAir approach due to competing with you as the number one hated airline.
Don't let it phase ya Air Asia, although I see you have gotten a little upset now, I'll lift ya spirits an remind you how ya becomming Australia's most hated. Your keeping at the top with ya customer service skills, good idea outsourcing those skills to non-English speaking employees on fuzzy sounding phone lines. Let us not forget that you wont let the customer call you rather you have to call them, (4 days later) Genius Air Asia!
Your keeping up there by your advertising techniques that get the customers dollar in and give very little out, sorry did I say very little, I meant to say you give back nothing in return. But the main thing keeping you above all others is your options anomoly, why a passenger can change the flight time, change seats, change food, change insurance actually can change just about anything else EXCEPT a name. But what is in a name ay Air Asia?
Just the fact that all those other options are pointless when you can't change the name of your ex-girlfriend because she dumped you. It's alright though Air Asia, because you won't let me change the name, I'll go by myself cos even though it might be a promo flight, it still bloody cost me an arm and a leg but I guess I won't be flying alone because I will be with you, the numero uno un-Australian airline.
Just don't let it phase ya, ay Air Asia!!!
I am sujani liyanage (lawyer) from sri lanka and my hobby is traveling. I have visited malaysia two times because I love that country and two more future plans in october 2010 and january 2011. last time when I traveled to malaysia I had a very bad experience. I traveled with my husband and two kids for a holiday and traveled through air asia flights. since I bought so many items from malaysia to bring to sri lanka I wanted to enhance (increase) the weight of my baggage through their online booking, which is the normal way of air asia. but due to their system error I was unable fulfill my requirement. I tried so many times and got the same error massage. then I tried to contact there call centre but was not abele to speak to one of their agents. I only listed to their recording for 15 minutes. (wasting my money and time) because of the delay I was not abele to visit genting highland for full day and was abele to go to a part of it. that trip ruined by air asia system errors. finally on the departure day I had to pay rm 640 / - for my baggage which was not fair. because if I did that online booking cost is less than rm 100/-. it was not my fault. it’s their system error. they should bare the cost. at the time of cheek-in I inform this whole story to their staff member and what she told me was send them a request to refund that amount. first thing after my arrival to sri lanka was send them that request. (on 11.02.2010) but still that case is pending and I also have sent them several reminders but no progress even after 23 days. I have attached herewith all references for your kind attention.
Finally I hereby kindly request you to investigate about this, because this type of things will affect your tourism. also I will inform this matter to relevant authorities in sri lanka to prevent srilankans from this type of maters because most of them spend their hard savings for their holidays including me and my family.
I have book a ticket from jb to kl on 1 april 2010 at 9. 25am. But then i don know why and don know how suddenly the time has been change to 11. 55am. The worse is that airasia never inform the customer about the changes of the time. When i go and check the fly then i only reliase the time of the fly has been change. The changes of the time has affected me. . . Pls think of the customer. If got any changes. . . Pls inform. . . This is a serious problem. Because i got fly from kl to macau on 1. 30pm. If i only noe the changes when i go to airport, then i sure can get the fly from kl to macau. But luckly, i have check the time. . . Then i call to the customer service center. They say only can change the ticket to 31 march 2010 from jb to kl plane. This means that i need to wait in the airport for 12 hours. . Just because of airasia change the time. . Then the ticket i brought on 1 april 2010 is more expensive than 31 april 2010. Then they seem like do not want to responsible. Who will pay me the extra money that i give??? They only say that they can changes the time. . Because i need to wait for 12 hours in the airport. Then i say i want change the time for kl to macau. Then they say i need to pay for extra rm600+ for the changes. Pls. . . Who should responsible to the changes??? I know there is term and conditions saying airasia can changes the time anytime. But when they change and give inconvience to the customers. Then they should be responsible…i need to responsible??? So i need to pay extra money ??? Pls give me an answer asap. . . And do a better arrangment. . .
My wife and I booked our tickets at the Perth Airport at 1.45am on the 10th March 2010, with paid meal...
AirAsiaX... be careful.
Most recently, my wife and I were stranded in Abu Dhabi when AirAsiaX announced they were canceling service to/from Abu Dhabi in January this year. They didn’t notify us (their stranded passengers) until Feb 10th. Neither did they offer any accommodation nor answer our emails asking for help. We had to get back to Malaysia on our own. They won’t reimburse our additional expenses either.
They said they would refund the Abu Dhabi/Kuala Lumpur portion of our trip, but it will take them 30-50 days to process the refund. Such an attitude!
Watch out for these guys. If you are considering using AirAsiaX, It might be a good idea to develop a plan B... just in case.
Also... Our KL/Abu Dhabi trip departed KL on Jan 25. The return from Abu Dhabi was to be on March 1. I strongly suspect AirAsiaX had decided to vacate the market prior to our departure. If they knew the return portion of our tickets could never be used, why didn't the check-in agent in KL tell us?
A travel forum (simpliflying.com) posting had this to say,
"Incidentally, I had learnt about the route closure (Abu Dhabi) on Twitter around Jan 25th, and Azran himself (AirAsiaX CEO) made a public announcement in Singapore on Jan 28th. That's why I'm surprised that as a passenger who had booked a ticket wasn't informed earlier."
Farm animals get more respect than AirAsiaX passengers.
Air asia offer flights to manila but actually you land in clark which if you ask the locals is not even in...
Airasia (Aa) has poor customer services to handle their refund. I am having poor experience with airasia right now. I booked a flight on aa. A few days after I made the booking, aa cancelled the round-trip flights. When I contact aa about the refund of the payment I made, they weren't helpful and said it will take 60-90 days for queue up to process. When they charged my card for payment, it was immediate, now when they are making a refund back to me, they said it needed to queue up for a 60-90 day waiting period to finish the refund transaction. This is ridculous, with a very lame and irresponsible excuse. With all these technologies nowadays, this kind of transactions can be done in seconds. Secondly, how many refunds they have to do that will take 60-90 day queue-up period???
I am starting to think aa is delibrate in scheduling flights and cancelling them so that they can keep the payments for 60-90 days or even longer in the case of the original complaint in this thread. With this, they can cheat money out of their would-be passengers, and the money adds up in aa bank with all these people waiting for the refund. No wonder it will take 60-90 days to process or finish the refund.
How can we place a formal complaint to any relavant government agencies in malaysia in overseesing the airline industries and their integrity?
Me and my group not allowed to board because false information and wrong decision from air asia, and have to purchase another tickets more than 3 times than our original tickets.
Is there anything we can do?
Here are our case, and we already send this mail to Air asia but don't have any responds;
My name is HENDRY CHANDRA (1), I’m writing this letter on the behalf of,
1. MR HENDRY CHANDRA
2. MS FATIMA
3. KENZIE LEVI CHANDRA (infant)
4. MR SOESANTO NGADI
5. MS TJU LIE NGO
6. MS SHERLI
7. MR MARTIN SUWANDONO TASLIM
8. MR LIF WAHANI
9. MR ERIK CHANDRA
10. MS FEBY CAROLINE
11. MR KAWIRAHARJA ANDREAS
12. MS MONICA ROSANA JONG
13. MR LEO SOTULIEM
14. MS LENNY KURNIAWAN
15. MR ERWIN SUWANDONO TASLIM
16. MR BUDIMULYONO SUWANDONO TASLIM
17. MS LIAUW LIE PING
18. MS MARDIANA SOEPRIADI
19. MR MICHAEL SUNANTO
This is our case:
1. We use Air Asia for our group trip from Kuala Lumpur to Jakarta on 1st January 2010, 18.50 hrs, flight AK388.
2. We check in before 16.50 hrs.
3. We all only heard one call for flight AK388 to Jakarta, and that is the last call for boarding.
4. We directly go to the boarding gate, but closely separated for immigration process, no more than 2 minutes.
5. We divided into three group; 1. Lenny’s Group (6 people – no.14 to 19), 2. Hendry’s Group (5 people – No.1 to 5) and 3.Sherli’s Group (8 people – no.6 to 13)
6. There are no warning what so ever, from Air Asia Staff who checking our boarding pass before we go to immigration process.
7. Hendry’s and Sherli’s group arrived at 18.45 and 18.47 but the gate are already close. We know it is common procedure for ground crew to assist passengers that already check in but not boarding yet by accompanying so they could board as soon as possible and also checked/called inside the airplane. Because that what happen on our previous flight to other passengers. (For Example : Lenny’s Grandma, namely Nanni Selamet who does not do check in (GVZZLN), but called her name several times in the aircraft (Jakarta – Johor Bahru on December 23rd 2009). While we've done our check-in name was not called. )
8. Lenny’s group that already boarding had informed to flight attendant crew that other group closely separated only a while and requested to wait. (In the plane : Lenny spoke to captain Mr Roland Germania, to wait 5 minutes to raise them, because they already in gate. Lenny says there is a baby. And the captain said he'd help us. And sent crew to help us. Nor Azah finally got off the plane and after a few minutes, she said that the luggage are derived from the plane. Lenny had been confused because she saw luggage were entered into the plane, how come so quickly unpacked from the plane, while they do not know which one their baggage. Lenny finally returned to her seat (23F) and waited for the plane to take off. But it turned out after a while the plane was not also take off, and lenny was looking down, found their luggage was searched for issued. Lenny complain to the flight crew, because they had lied. Did they say that the luggage have been issued but were not at all. And lenny just ask for time 5 minutes to raise them, but airasia wasted half an hour to unload their luggage)
9. at the same time the ground crews informed Hendry’s and Sherli’s group that the plane already closed the door and our luggage’s had been out of the plane. And the Captain Mr. Roland Germania wont allowed us to boarding.
10. Lenny’s group call Hendry’s and Sherli’s Group by phone and informed that the plane had not closed the door, and still not finished loading all the passenger’s luggage. That also means Hendry’s and Sherli’s group luggage’s had false information that says the luggage’s had out of the plane as the ground crew informed.
11. Lenny’s group talked to the captain, and the captain say that he will ask the ground crew to allow Hendry’s and Sherli’s group to boarding.
12. After waiting to be allow to board the plane, Hendry’s and Sherli’s group we have different information that we could not board the plane.
13. after we arrived at Jakarta we find out that flight AK388 delay for 30 minutes, for the process so called taking out the luggage’s. even though it could only take no more than 5 minutes for Hendry’s and Sherli’s group to board the flight.
14. We also find out that in the flight AK388 there are 9 people that have similar situation from the 15.55 hrs flight (QZ 7693), and they also have to purchase tickets for the next flight which is AK388 at 18.50 hrs with very high price. (I have their phone number if you want)
15. At the 20.50 flight (QZ7695) Hendry’s and Sherli’s group have more than 20 minutes delay. With only announced 10 minutes delay and there is no more information until the gate is open at 21.15. Air Asia just announced ‘Apologize for the inconveniences caused’.
16. That lead us to the question, is Air Asia do this on purpose? So we have to buy new tickets with price mote than 4 times from our previous price.
17. Is it fair? When there is a problem, Air Asia only announced apology, but we the passengers must cost tickets based on Air Asia’s wrong decision and false information.
18. Some of us always use Air Asia for the last 2 years for flying. And all of the group members use Air Asia because your good reputation and (of course) low cost fares. But this time we have to pay very expensive tickets, totally RM 8, 114 (booking number M2J2LA and M2DMCG plus airport bag fees) based on Air Asia’s wrong decision and false information.
08 feb 2010 ak715 was the flight that we boarded from kul to sin. At the screening counter (Gate t14) I lost...
There will be no more flights to palembang indonesia from lcct starting from feb 21st 2010... Why did the airline management came to this conclusion without any notice.. Previously there was flights everyday to this place... This is unfair to those who take the flight frequently... The management should take immediate action... Unsatisfied customer...
My case happened on 4th jan 2009 and until today the problem still havent solved yet!!! It's more than 1 year!!! I had been calling so many time, emails, filled up the form frm airasia.com and other sources still no reply from air asia.
My husband and I took air asia from sibu to kuala lumpur on 4 january 2009, ak5261, time 0925, and the flight delayed more than 2 and 1/2 hours!!! The flight only off gate on 12.03pm and off ground 12.08pm. We had to rebooked and resceduled for our next flight frm kl - penang!
I had spent my time and $ to send emails and called so many many times about my case but until today I still havent got any reply from air asia!!!
Here is my ref number: vnf3cf