I am no longer able to emailed to Airasia. Can anyone help? I live in NZ. Thanks. fr mary

Dear Sir/Mdm,

I had call many many times, emailed twice. I have 2 replied emailed. One said “ the department will contact me”, the other said “ pls contact call centre”. I was asked to email [email protected] but no reply after 2 ½ week. I have done everything I can but no one will help me. Please, do something for me or I will seek lawyer’s advice.

Thanks


-----Original Message-----
From: Mary [mailto:[email protected]]
Sent: Saturday, 28 November 2009 1:21 p.m.
To: '[email protected]'
Subject: waiting for refund after 3 mths +


Dear Sir/Mdm,

I am desperate! I need someone to help me!

I live in New Zealand.

I made a booking from Tianjin to KL, for 19 Mar 2010 on 21 Aug 2009 12.27. The error report appeared as “The fare and/or flights that you selected are no longer available..although they were when the system displayed them to you initially. Someone else has just purchased the seat(s) that you were considering.

Your credit card has not been charged. We suggest that you return to the search page to look for new flights and/or fares.

I made a new booking from Tianjin to KL, for 20 Mar 2010 on 21 Aug 2009 12.36 again. Few minutes after the failed attempt. The error report appeared as “ A possible duplicate booking has been detected, This may occurred …..Please call reservation center for assistance. Case Number: AK012940525007

When I checked my credit card a/c, I was shocked and angry, my credit card has been charged twice. I had 2 bookings from Tianjin to KL, ONS3AQ and OW8WDQ confirmed.

On the same day, I called the centre, after 3 calls, I talked to Zak(near 12.50), he said the error dued to website error. I will get my refund back in 30 days & cancelled the ONS3AQ for me. I was not happy, the website error & I have to wait 30 days??? But nothing I can do, I live in NZ.

I called again, 2 days later on 23/8/09 at 09.35, the staff told me not to worry. ONS3AQ has been confirmed cancelled, wait for refund. I feel better.

On 21/9, one month later, no refund. I called twice, finaly at 13.24 talked to Kevin, then put me to Mathew, give me a case no.1814286. Mathew said the previous staff put my payment on hold, he will do it right away & promised me, refund in 30 days. I was more unhappy. But nothing I can do but just keep waiting.

On 24/10, 2 months later, no refund. I have called 5 times. I called again on 26/10. The staffs who answered keep promising me refund in progress. But still no refund…

On 27/11, 3 months later, no refund. I called around 09.30, the line was not the best. I couldn’t hear the female staff name properly. She told me I won’t get my refund dued to my double booking error but she can put the $ in credit shelf. More shockly, she told me, the credit shelf expired in 25/2/10. She is sure of what she said.

Dear Sir/Mdm,

I have lost! I do not know what to say from NZ anymore. Is there anyone from Airasia who will help me to put this matter right???

I emailed twice. The first replied dated 6/11/09 as below

“Dear Ms Mary,

Greetings from AirAsia.

Please rest assured that we have received your specific complain and your request have been forwarded to the respective department. The department will contact you directly.

Thanks and Regards,

Zalifah
Customer Care
AirAsia”

I was so happy, thinking someone will help me finaly. But after sometimes, I emailed again and got replied on 26/11/09 as below

” Dear Mary Tee

Greetings from AirAsia.

Regards to your inquiry, we appreciate if you can contact our
call center for further inquiry at 603-21719333/603-2171 9222 open daily from 8am to 9pm (Malaysia time +8 GMT).

We apologies for the inconveniences caused.

Thank you.”

Please, can someone help me?? Merry X’mas!

mary

AirAsia is charging every route every passenger an additional fee of RM5.00 if one uses credit card to pay for the fares. This is ridiculous. I have recently purchased 2 return tickets online and was charged RM20.00 for using credit card. Something has to be done on this - why bother to abolish administration fees then charge another fee. Just tell us, how are we going to book online if we do not use credit card or charge card or debit card?

4 friends and I had booked a flight from Kota Kinabalu to Singapore on the 26th of October 2009, under booking numbers VMVVEM and QQZJAX. The flight was to depart from Kota Kinabalu at 1840hrs. The night before the flight, one of us received a text message from the airline with information that the flight has been rescheduled and pushed forward to 1455hrs. As we were atop Mount Kinabalu, it was impossible to make this flight. Informing us of a flight change less than 24 hours before the flight was absolutely unacceptable. Your airline must note that most people make itineraries on holidays and sometimes, these plans cannot be changed at the whim and fancy of the airline they have booked.

Upon reaching the base of Mount Kinabalu, I checked my email account and there was an email notification from your airline dated 25th October informing the same. I contacted your call center at about 3pm and spoke for half an hour with your staff (a lady by the name of Maler), who informed me that this change in timing had been made on the 7th of October, and insisted that an email had been sent out on that date. However, none of us received any notification till the 25th. Nevertheless, she was sympathetic and checked the system for alternative routes back to Singapore, but later informed us that we would have to pay the balance of about 600RM per person for a flight to Kuala Lumpur and then Singapore. I felt this was unreasonable, as we shouldnt have to pay for the incompetence of your airline to inform us of a flight change that had been made more than 2 weeks before. Maler then checked with a supervisor, and then said that the airline wasn't able to arrange for alternative flights home as route changes are not allowed. I must stress that this route change wasn't a choice made by us, but rather a last resort to get back to Singapore in time for our commitments the next morning. I managed to speak with a supervisor who didn't seem to understand this, and instead behaved as if we were being unreasonable by demanding a different route home. When your airline makes a major blunder like this, causing extreme inconvenience, I would expect at the least, an alternative route home. Such a request is neither demanding nor unreasonable. Your supervisor stated that we could only opt for a refund, or take the flight the next day, which was to land in Singapore at 1710hrs. Having commitments, a flight the next day was not an option.

We then checked online for alternative flights and found one departing Kota Kinabalu at 0655hrs the next morning for Johor Bahru. We tried to book that flight but the internet connection was not good so I contacted the call center again at about 615pm to book the flight. I spoke with a Malay man who insisted that I make the booking myself on the internet as it was "very easy". If I had access to the internet, I wouldn't be contacting your call center. He then said that he couldnt make the booking and that I should go to the nearest sales office to make the booking. He then gave me the address of a sales office in Kota Kinabalu city at 94 Jalan Gaya (with a telephone number: 088538348), and the number of a Miss Leslie (0193718818). He said that the sales office would close at 7pm. He also gave an alternative, which was the counter at the Kota Kinabalu International Airport, and said that it would close at about 12 midnight or 1am. In addition, he gave me 5 phone numbers for the airport counter (088313188, 088313149, 088313151, 088316826, 099316827 and 088316830).

We went to Jalan Gaya, but No. 94 was not an AirAsia office. We searched high and low and asked the other shopkeepers, but none knew of its existence. The two phone numbers also were not in service. We then dialled the airport numbers, but all were not in service with the exception of one, which was not answered. We went to the airport, but then found out that the counter there was closed as well (this was at 730pm). To sum it up, the information given by your staff, and I presume this is the information in your system, is inaccurate, reflecting imaginary offices and outdated phone numbers. Such an inability to even keep track of your offices is extremely pathetic, and highly unsatisfactory in terms of customer service.

Around 8pm, I made another call to your call center, and spoke with an extremely rude lady named Angela. I explained that the offices had closed and that I couldn't make the internet booking, and she simply said to wait till the next morning, when the counter opened at 8am. I said that the flight was at 655am, and asked her to make the booking on her end, and she said it was not possible. She did not take the initiative to inform me of any other way I could make the booking. I lost my patience and shouted that I had been facing inconvenience the entire day because of your lousy airline, and was still being met with such service. When I was done, she responded with a very patronising "finished?". I must say that is extremely rude of your staff. After all the unsatisfactory service which I had received the entire day (and which I had told her about at the start of the conversation), she still had such audacity!

She then (rudely) told me that we should just go to the airport at 4am in the morning to purchase the ticket from the check-in counter, stating that there were many seats available on the flight. At that point, I didn't trust anything that was stated in your "system" anymore, and I asked if she could simply book our seats and then we would make the payment at the airport, so that we could atleast be assured of a flight home, but she refused. She kept saying "we cannot do that". I ask, what CAN your call center do then, other than be extremely rude and arrogant? It is the main call center of your airline, but you have wrong information in your system and you are unable to make bookings that are less than 24 hours in advance, even if all your sales offices are closed. I find this very ridiculous.

Left with no choice, we awoke early and reached the airport at 4am, only to find that the counter opens at 5am. Another indication that your staff is unable to give accurate information. We waited in an empty airport for an hour before buying tickets that were RM80 more expensive than the price reflected on the internet. I also did not sign a confirmation nor receive a receipt for my credit card transaction, as they were "unable to print it from the counter". I have never heard of such a thing in my life.

To sum it all up, your airline offers very disappointing service and is extremely incompetent as reflected by your very late notice of flight timing, your inaccurate information and your lousy, unaccomodating staff. Air Asia definitely does not live up to its name of "World's Best Low-Cost Airline" with such service, and is definitely not one that any of my friends nor I will book in the future. I do hope you take note of this email and buck up on your service standards.

Just being late for 7 minutes, AirAsia in Singapore would cancel your right to board their flight. Make things worse, have purchase over RM155 of excess baggage and they stand to forfeit that. They want you to purchase a new fare and new baggage fee of RM310 (being twice the amount of the excess baggage fee, since purchase less than 24hrs). That is how they make the profit. Through some misfortune of others. They stand to make extra airfare of $210 plus Rm310 or Rm510 plus the original $255 ringgit they already make. This is blood sucking prasite behavior.

Hi, i dont know what happened to airasia flight attendant (stewardess), i was coming back from penang on 12 july 2009 depart at 10.30pm.The stewardess was uncheerfull and they was giving a very bad service and very rude to passenger, And on the 8 july 2009 to penang, i was going on staircase, i smile with the stewardess and there is no respond from them.I dont know what airasia interviewer look at them.Please take action on this matter.It happen many times.