We booked a package deal that included tickets for the flight, hotel fee and transportation from the airport to the hotel and vice versa. On August 24th when we arrived at KUL airport it was a pity to notice that there was nobody waiting for us at the agreed place. After waiting for 1, 5 hours at the meeting point as mentioned on the voucher we decided to take a taxi to our hotel. AirAsiaGo (or its service provider) could not be reached on the phone number that was provided on the voucher. Booking details under number GNVMKN.
I trust that AirAsiaGo will take his/her responsibility and refund the cost that i made for the taxi (200 Malaysian Ringgit), refund 50% of the transportation cost and compensate the 1, 5 hr that i had to wait at the airport.
It must be said that the return trip from the hotel to the airport went smooth.
Itinerary # [protected]
Case I. D.: S -[protected]
I made my hotel booking via AirAsiaGo.com for 2 nights at The Waterfront Hotel in Kuching, Malaysia. The original booking includes breakfast. But the Booking Confirmation (Itinerary # [protected]) does not mention that breakfast is included.
I tried to bring the matter via your Customer Service link but the message was always "This site can't be reached."
On 19 September 2017, I telephoned you at 03 [protected]. A girl by the name Pooja (who was helpful) answered the call. She said that breakfast is included in my booking but she could not rectify the Itinerary. She promised to send me an email to confirm that breakfast is included in my booking.
I have received nothing - neither the new Itinerary nor the email.
I am very disappointed. I hope you can rectify the matter quickly and it is not necessary for me to seek assistance from your CEO Mr Tony Fernandes.
Please send me a new Itinerary showing that breakfast is included in my Booking. Thanks.
I write to share with AirAsiaGo about my unpleasant trip to Bangkok lately. Wasted lot of money and time and unnecessary stress!
On the arrival to City Home Inn slightly before 2pm but was informed by the Hotel Operator that no room is booked! Tax fare from Air port to Platunam is 250 bath.
By using City Home Inn wifi, I managed to find AirAsia X hotline +[protected] from internet. Called the number using hotel owner handphone and was given [protected] to call.
The hotel owner is kind enough to lend me his hand phone to call initially but the call took quite some time and the owner got to go out for other business, as a result I force to buy a sim card which cost me 149 bath.
After waited for 2 and half hours the girl, Ms Hairy, manage to get an accommodation for us at Amarin Inn which is 8 miles from Platunam!
Initially she asked me to check in at City Home Inn and will refund me the amount charged to my back in Dec 2016! I can accept the offer as the City Home Inn will charge me 9, 600 Bath for the room!
After the long search, she managed to get back with Amarin Inn. I got no choice but to accept the accommodation offered as the sky is getting darker and raining heavily.
We got out to the Taxi Stand in front of McDonald wet and took a taxi to Amarin Inn. The journey took us close to 1 hour. Paid 200 Bath.
With the hotel detail from email from Ms Hairy the taxi driver could not find the hotel and drop us at the roadside and ask us to ask around. We walk for another 40 minutes and can find Amarin Inn. A pregnant women came to rescue, but she also need to call the hotel then only can get the exact location! Another 20 minutes walk.
We reached our room 6pm plus. First day gone!!! we supposed to have nice food at Central Plaza as we initially plan!!!
Totally new to the area, Khao San, we totally lost! With the many many "Beware of Snatch Theft" signboard along the road, we hesitate to come out for dinner!
The next morning, with the advice from the old lady from the Hotel, we took the boat to Central (Sathron) to change to LRT in order to get to Platunam. But we ended up at Siam Discovery, Siam Paragon area. The journey took more than 1 hour and cost us 42 bath for the boat and 111 bath for the LRT.
Due to security reason and the long hour of traveling back we left the City Center at 4 pm and reached back hotel 530pm on the second day!
Previously, when we stay at Citin Hotel, we shopping until 10pm them only walk back to the Hotel without concern of security!
Due to almost same duration and cost, we decided to take a taxi to Platunam. It cost us 100 Bath this round.
In order to save on the transportation cost we decided to take bus to go back to Khao San, again before 6pm we got to leave the town. Bus No 79 cost us 39 bath, but we ended up across the bridge! Luckily with the help of a middle age women, we took another bus back to Khao San cost us another 39 bath.
Took taxi to Platunam again cost us 148 bath (we paid the taxi driver 150 bath), we leave the city at 5pm taking Bus 47 (free, no air cond)
Can't do anything just take tax to airport (370 bath, 120 toll fee, 250 meter) after lunch and back to Malaysia with an unforgettable experience.
I sincerely hope that AirAsiaGo can arrange another trip for me and my family members to Bangkok with a stay at Platunum area to let us have a good memory!
Hope to hear from AirAsiaGo soon.
Too Kok Thai
Originally sent to [protected]@mail. airasiago.com on 5 July. No reply since then.
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Booking hotel accommodation with air - asia go has turned into a nightmare as they are not your average hotel booking website. I made the mistake of not reading the fine print and now i am paying for it. They are happy to take your money up front but if a mistake is made forget ever seeing your money again. So called cheap price turns out to be the same on most other hotel booking websites but the difference is if you make an error with booking wrong dates you are told "all sales are final" we booked 9 nights accommodation in a hotel just outside london during the olympic games 2012. As i write this booking is still 8 months away. I was looking at my flight details and realised i mixed up the dates and booked the first 6 nights accommodation before we arrive in london and yes i know i made the mistake but with any other hotel website eg agoda, hotel.com etc. I could just go online and sort it out. No not with air - asia go first you cannot do anything with the booking you make. You have to email them and wait to be told all sales are final and thank you for understanding. Well i don't understand! I sent a long email outlining and explaining the situation i also sent proof of our airline itinerary and only asked for them to change dates or give us a credit to use with them to re - book the right dates. No that isn't what they do. All sales are final! I have asked them to send me a contact here in australia so i can explain the situation and see if we can sort something out as i do not want to lose my money. Also the hotel will not lose out as it is booked during the olympic games so the room will be sitting empty when someone else could book it. As of today i have still not heard back from airasia go and i doubt i will. I know you will say i have learned a hard lesson but i believe a company should have some integrity and help their customer if they can see the customer has made a legitimate mistake. I naively believed because they were connected with air asia that they would be a company with integrity so i gave them a go. That was my first and will be my last mistake. I have always booked with other hotel booking websites in the past and now i will continue to book with other companies in the future. I guess this is just a warning to those who think this is a good company to deal with. Well it isn't unless you are happy to deal with inflexible rules and poor customer service. As far as i am concerned they are a rip off company that shouldn't be allowed to trade. If they do sort this out i will come back on this website and apologise but for now this is just a warning "all sales are final!" and "thank you for understanding!"
Booked & paid for Mt Kinabalu climb package for 4 paxs, received email confirmation stating booking confirmed.
However, one month later they called & informed that we are not able to climb on the chosen date because it is fully booked. When asked for refund, no respond from them since May 9th.
Now it is already June 11th. Our trip is suppose to be in Mid July. So what are we going to do now?
Their call centre wasn't helpful. Did not solve the problem. Instead, asked us to wait for their email reply. Really poor customer service. Sad isn't?
I'd forced to paid again to the rooms for the Hotel even airasiago helpline promised to call back and respond to the said Hotel in 5 mins, cause the 5mins took me & friends more than one and half hour waiting for nothing infront of the Hotel front desk.
Due to wasting time on waiting no feedback from AirAsia Go, we missed our train from Suzhou to Hangzhou, I'd no choice and very frustrated on repeat so much of double paid in my vacation because of lousy AirAsiaGo!!!
Reports and mails to the related department already done not only 1 time, the problems seems like your company leave it never happened, I never receive a single of word or a piece of paper regarding the mistake that were always happeneds from your company to consumers and what we lost in seven days pass vacation in Suzhou, China.
I am wondering how huge numbers of complaints to AIRASIA if grow and expand business with this kind of manners.
Attached the PREPAID VOUCHER from AirAsiaGo found that the "Supplier Billing Info:" leave blank.
On 6th Oct I have booked Phuket trip for December 2009 for 2 person. My Credit card transaction went thru but I didn't receive any booking reference number from air asia go holiday. I call go holiday hotline and every phone call I have to wait for 30 min for someone to attend to my call. She confirm that the payment went thru and she can't find any booking for it and suggested that I re-book using another credit. The refund will takes at least 10 working days.
The next day I used another credit card to re-book again and I encountered the same problem, no booking reference number and I have to call go holiday department and they confirm the credit card payment went thru again but can't check my booking in their system again. She ask me to call them back the next day to check.
For these whole issue I have paid twice for the booking and yet I am still not confirm for my Phuket trip. I have to pay extra RM60 for the booking today compare to yesterday fare.
On 14 December, 2008, My friend and I have booked online a Go Holiday Package to Perth, Australia for our holiday during Chinese New Year. The package consists of flight, hotel and an optional tour. After browsing thru a few dates and we decided to book the flight and hotel on 23 January, 2009 as this is the only date suits our schedule and the availability of seats. The departure time from LCCT is 23:10 and arriving Perth at 06:00 the next day. We thought that we should be paying for our hotel from 24 January, 2009. However, after getting the confirmation email from Air Asia and we noticed that they are charging both flight and hotel from 23 January, 2009. We thought it is a mistake and then browsed thru the internet again by booking the flight and hotel separately using the date of flight on 23 January, 2009 and hotel on 24 January, 2009. We were shocked to find out that the diffence in price is approx. RM500.00. Since it is a substantial extra cost and without delay, we immediately emailed to Air Asia to clarify on the matter and we were told that we have the privellege to check in early. But, we argued that we do not need early check in as it is unfair and not worthy for us to pay the extra RM500.00 merely for the few hours early check in? If we were being alerted or informed of this privellege during our booking, we will not opt for this package. They replied that the package is non refundable, non adjustable and so on. We really feel cheated as no matter what terms and conditions applied, there should be a cooling period? Doesn't it unfair to us, as a consumer who is always binded by all these unfavourable terms and conditions?
For everybody's info, we are like other victims having difficulties getting in touch with Air Asia's office neither from email nor phone calls. Just imagine how much time and cost which has caused us?