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AirAsiaGo.com / inconsistency in flight takeoff timing

Kuala Lumpur, Malaysia
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Dear Team Air Asia Customer Service,

My boyfriend and I have been loyal customers of Air Asia and we appreciate the value offered to us as customers. However, an unfortunate incident involving Air Asia’s staffs and inconsistent timing had greatly let us down. We have purchased Don Mueang (Bangkok) return flight, with flight no. FD 312 scheduled to depart from KLIA2 to Don Mueang at 10.40am, 15 June 2017, and flight no. AK 887 scheduled to depart from Don Mueang to KLIA2 at 4pm, 18 June 2017. Please refer to booking no. AK13QA as reference.

15 June 2017
We arrived at the gate at exactly 10.20am to board flight no. FD 312. However, we were told off by the gate attendant that we were late as the procedure for the flight to take off was already in process. We argued that we were exactly on time for boarding and continuously requested for our rights to board the plane as we were not even late! The attendant casually disputed that we have missed our flight and refused to help us. Despite our continuous efforts in begging to board, this attendant did not even spare a second to contact whomever that was concern in helping us to board the flight. Instead, he suggested we visit customer service to book another flight and gave us inaccurate information on the price we would have to top up. Due to this, we unwillingly returned all the way back to the start and went to customer service to book the next flight, flight no. AK 884, departing at 1.30pm on the same day, 15 June 2017, with an additional charge of RM632, which we demand full refund.

We speculated that the gate attendant made a huge error in timing and informing the pilot to taxi off when passengers in sight were on board. When we appeared at exactly 10.20am, we could see his nervousness and resistance in helping us board the flight as he would be the one to blame for interrupting the procedure for departure. As customers, we feel that the whole situation was illogical as we were not in the wrong, we were punctual!

For the next flight, flight no. AK 884, we reached the gate as early as 12.30pm as we expected another “early departure”. We expected the gate to be closed by 1.10pm, as stated by the boarding passes but the flight ended up taking off at 1.40pm, which means the gate was probably closed at 1.25pm. We felt a deep sense of unjust as this delayed flight incurred additional charge of RM 632 from us being punctual for the previous flight, flight no. FD 312.

18 June 2017
Flight no. AK 887 was scheduled to depart at 4pm, from Don Mueang to KLIA2. After 4pm, the flight attendants were repeating head counts as the pilot announced that the number of boarding passes and head counts did not tally. Apparently, there was an additional passenger on board; the flight attendants had to manually check everyone’s boarding passes and passport on the plane, which was ridiculous as this procedure should have been corrected at the gate before allowing passengers to board the plane. The flight ended up taking off after 4.30pm, causing a 30 minutes delay to all the passengers on board. Other passengers commented that the issue of boarding passes not tallying with passengers’ head counts was a very silly mistake made by the gate attendant, we completely agreed. We have taken a few videos as proof of the situation on Flight no. AK 887 as attached.

We are extremely unhappy with the circumstances we have faced, as the staffs expected hundreds of passengers to tolerate AK 887’s flight delay of up to 30 minutes due to their error, whereas two passengers on time for flight FD 312 were not even allowed to board, due to staffs’ error in timing. Therefore, we demand a full refund of RM 632 additional charges for the flight that we “missed”.

We seek your kind understanding on this as we have some proof in video we want to show you of the discrepancy between the first flight and the return flight. This is simply not fair for me as a consumer, and I am sure other consumers facing the same situation would feel the same way.

Thank you and we look forward to hearing from you soon.

AirAsiaGo.com
AirAsiaGo.com
AirAsiaGo.com

Se
Jun 23, 2017

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