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Air Asia / not allow to board

1 Indonesia
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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.

Regards,
Hendry

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