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Southeast Asia forum

Air Asia - Worst Customer Service EVER!

Posted by phishsticks on 24/12/2011 at 07:48

If your ever going to book a flight with Air Asia, make sure there are no changes, if there is don't expect any compensation. I just spent 5 hours, over 230 minutes of long distance calls, went through 4 customer service agents and 1 insurance agent trying to talk to a manager and still I have had no contact with any management. I was told they would call me they didn't. I called back and they said they'd get me a manager and put me on hold until there office closed. My girlfriend pulled out her back and has a herniated disk and cannot fly. We have to postpone our trip. Getting a credit with air asia ("credit shell") is near impossible because we do not have a marriage certificate and speaking with someone who could override this ridiculous rule is impossible. My girlfriend and I are in Korea, she has no one else but me here, I am her care giver, if I was not here the worst thing imaginable would happen. She can barely move, she can't get out of bed. The only solutions I was offered was to fill out an E-form and hope for the best, or go through extensive routines with insurance company, which I will have to do. None the less, I wanted to speak with a manager to discuss a credit rather than a refund and no one would even hear my voice. EXTREMELY DISAPPOINTING! I spoke with 2 other airlines to cancel other flights, both were successful within one hour. Sorry for the rant, and public service announcement. But you should know if you book Air Asia beware of there awful customer service and policies and get the insurance just in case or book with another airline for reliability.

Good luck

Regards

#1 phishsticks has been a member since 10/10/2011. Posts: 32
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Posted by EurasiaTraveller on 6/2/2012 at 23:46

I don't know about the insurance offered by AirAsia as I never purchased it when booking a flight with them (such insurances are usually worthless at any airline, better get a travel insurance from an independent company), but in general I would say (and I am flying 40-50 times per year on usually budget Airlines) that AA is by far the best of any Budget Airlines in the world (myabe with the exception of SOUTHWEST in the US) when it comes to customer service.
so many channels to get in touch with them, until recently they even had a live-chat option (now even which LEGACY-carrier offers that?). can contact them through facebook, twitter, phone, mail......

changes to the itinerary can be easily made online (fees apply, of course - some LEGACY carriers do not accept ANY changes at all when you buy a cheap booking class).

refund is not bheing offered, as with all budget carriers in the world - but you will be refunded the airport tax, which can be done online too and is a painless process....

AA only has one big problem these days: they can be VERY expensive.
for example: usually a return-ticket from BKK to KUL on Lufthansa will be cheaper than a ONE WAY TICKET on AirAsia on the same route !

#2 EurasiaTraveller has been a member since 18/10/2010. Posts: 12


Posted by time2fly on 7/2/2012 at 03:40

who would you suggest flying from Bangkok to Cambodia? AA seems the cheapest but a return is still 170.00US PP

#3 time2fly has been a member since 18/1/2012. Location: Canada. Posts: 112
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Posted by Ballytich on 7/2/2012 at 08:18

@ phishsticks, dude, I have to agree with you ey, same experience as yours, their customer service is really bad and also spend a lot of money on inter calls, with no help and am also in korea btw! I guess if u can do whatever u need online without having to talk to then, then its way better, they dont even have an office in korea for u to go to, when u have such situations and at the airport- for their counter sales, they happen at like ridic times of the day, either u working or late at nite, when theres no buses running into seoul anymore.....Anyways hope ur gf recovers well and good luck with this!

#4 Ballytich has been a member since 30/1/2012. Posts: 9
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Posted by pinoytraveler on 8/2/2012 at 00:53

How can I disagree with the negative comments? I have been a customer of Air Asia since 2008 and every year I purchase a couple of tickets for myself and my family members everytime I travel to South East Asia.

I have already purchased seven tickets for our trip to different destinations in S.E.A. for 2012, and I need to book more flights later.

So far, I never had any problem until last week when I booked a ticket for my grand daughter and her friend. Due to the slow internet connection and the pressure to complete the booking within the limited timeframe set for the session, I made a mistake in typing the name of one of the passenger i.e. instead of the First or Given Name I typed the Second or Middle Name. I tried to contact Air Asia via their live chat yesterday and my experience was not pleasant at all. I just wanted to inquire if anything can be done to rectify the mistake on the eTicket and whether that ticket is still usable or I need to make a new booking and purchase a new ticket while the promo fare is still available. I cannot believe that after waiting for two long hours I did not get the assistance I needed.

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At 3:00 p.m. I have no choice but to finally give up. Sad to say that my first live chat experience with Air Asia is very frustrating and disappointing. Buying a ticket online is swift but when you need assistance it seems that getting their attention is next to impossible.

I wish customer feedback like these will reach the attention of Air Asia’s CEO, Mr. Tony Fernandes. Loyal customers expect a satisfactory customer service especially from an award winning carrier.

#5 pinoytraveler has been a member since 18/1/2012. Posts: 13
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Posted by pinoytraveler on 15/2/2012 at 05:54

In fairness to Air Asia, I got my problem solved after sending them an eForm available in their website. It only took a couple of days for them to respond.

After this experience, I can only suggest using the eForm instead of wasting long hours waiting for someone to attend to you on live chat.

"All is well that ends well".

#6 pinoytraveler has been a member since 18/1/2012. Posts: 13
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Posted by AirAsiaHorrible on 10/12/2012 at 01:25

I'm a fairly frequent AirAsia customer, since they're cheap, but every time I deal with them there's a problem. Just had one today, in fact (cost me three hundred dollars), so I'd like to warn other travellers, without going into details.

Their customer service is inflexible, unsympathetic, and it sometimes seems they're making an effort to be unhelpful.

Their flights are consistently delayed (for up to three hours, on an 8PM flight once).

It's generally difficult dealing with them. So, like a previous poster said, whatever plans you make involving AirAsia are pretty much set in cold, miserable stone, because these hooligans will take your money.

Great marketing, inferior product.

#7 AirAsiaHorrible has been a member since 10/12/2012. Posts: 1

Posted by Xircal on 25/12/2012 at 11:51

Well, I've flown with AA quite a number of times and have never experienced a problem. Maybe I was just lucky, but I'd advise you to check out all available info via their site which, by the way, has improved somewhat lately. For example, you can find a list of fees here: http://www.airasia.com/sg/en/our-fares/fees-and-charges.page

This link provides the most FAQ: http://www.airasia.com/ask/
You'll note that it states quite categorically that once you've purchased your ticket, you cannot obtain a refund even if you decide not to fly.

If you're cancelling your flight because you're ill and provided you submit a doctor's certificate, AA will credit you with a ticket which is valid for three months.

If you're not happy with the outcome as it stands at the moment and think you have a case, you can claim compensation up to 1200 Baht. This link tells you how: www.aviation.go.th/Thailaw/Announcement_of_MOT06-09-54.pdf

However, IMHO i don't think you have a case because as stated above, AA can show that all their terms of service are clearly stated on their site.

#8 Xircal has been a member since 24/12/2012. Posts: 95
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Posted by mariajames on 27/12/2012 at 06:51

I assumption if u can do whatever u charge online after accepting to allocution to then, again its way better, they dont even accept an appointment in korea for u to go to, if u accept such situations and at the airport- for their adverse sales, they appear at like ridic times of the day

#9 mariajames has been a member since 29/9/2012. Posts: 57

Posted by Xircal on 28/12/2012 at 04:49

I went to book a flight with AA yesterday, but their ticket prices have increased significantly compared with last year. I would have been booking three months in advance, but even so, the ticket price from Bangkok to Phuket amounted to a staggering 2,290 Baht which is about $75 one way and is almost the same as the national airline.

So I've booked a flight with Nok Air which is another budget airline and which also departs from the budget terminal at Bangkok Don Mueang airport. The ticket cost me 1,730 Baht including free 15kg luggage allowance. You can upgrade to 20kg for an additional 107 Baht if you wish.

Nok Air's site is here: http://www.nokair.com/nokconnext/aspx/index.aspx

#10 Xircal has been a member since 24/12/2012. Posts: 95
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