Air Asia :: Most unpleasant service EVER.
Posted: July 6th, 2009 | Author: jennihsurf | Filed under: Advert, Angry, Complaint, Rants, Tragedy, Travel | Tags: Air Asia, Air Asia Attendanta, Air Asia boarding gate closed, Air Asia check in counter, air asia con job, Air Asia flight, Air Asia incompetent, Air Asia Indonesia, Air Asia rude attendants, Air Asia scam, Air Asia Sucks, LCCT, skybus, sucky airline | 42 Comments »Update 27th july 2009
And now i know why the service industry in Malaysia will NEVER EVER improve or anything because hey, guess what, up till today which is the 27TH day the incident happened, i have YET TO RECEIVE A RESPOND or FEEDBACK to my complaint.
Elijah called me few times on prior weeks saying that the “staffs” on duty that day said that a “PA ANNOUNCEMENT” was made and only 5 people did not manage to board the plane.
WHAT BULLSHIT.
I have friends boarding the same plane that day and they told me otherwise.
DEWI JALI apparently the “manager” on duty that day TOLD ME and ALL US US STANDING THERE as proof that there were at least 29 people who missed the boarding.
PA ANNOUNCEMENT? Hey.. i was with at least 7-8 of my friends there that day and trust me.. NON OF US heard anything announced whether at the counter or through PA because we were damn excited bout the trip you think we’d missed our flight by not paying attention?
What irks me most is these AIR ASIA staffs making up stories and not listening to their CUSTOMERS(WHO I BELIEVE IS ALWAYS RIGHT) about our complains and feebacks (especially negative ones).
And what is all the bull with saying they will call me back or investigate when seriously they dont give a fuck.
Fucking dissapointed at this so called “low cost no frills” airline treatment. Air Asia sucks BIG TIME.
Update 21st July 2009
Guess what. It has been 21 DAYS since the day this happened. Till today there is still no proper resolution from the peeps at Air Asia.
Here’s an email i receive on Monday but till today…………… still no news.
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hide details Jul 20 (2 days ago)
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Hi Jenifer,
Apologies for the late reply. I didn’t wana call you on Friday as i still have not finish with the investigation on your matter and also i don wana call you without any solutions yet. I am still liaising with the manager on duty on your case but currently he is unavailable. But please note that we are investigating and looking at this and we will get back to you once investigation is completed. Thank you for your patience and sorry for the inconvenience caused.
Regards,
Elijah
le sigh. Talk about Service competency? Air Asia may have like the cheapest low cost fares or receive numerous awards but when it comes to customer feedbacks and complaints, it’s not handled profesionally and very dissapointing.
Sorry Air asia, now everyone can cry.
Update 8th July 2009
Sigh… No updates or call from Air Asia Yesterday although the guy said he would call me to tell me the update. Let’s see if they will call me today.
Update 7th July 2009
I posted some comments on Air Asia’s FB wall on Sunday after my arrival back in KL.
There wasn’t any response so i commented again on Monday..
Sent an email to Mr Tony Fernandes itself… and received a reply from him yesterday night itself.
Air Asia Cust Service called me yesterday(2pm and 5pm) regarding this and told me they will investigate it further and call me again today.
I really appreciate and like the promptness of their response but let’s see what does this come to.
***
Before i start posting about my trip to Bali just last week, some of you might already know my SUPER unpleasant encounter at LCCT(Low Cost Carrier Terminal) before our boarding to the airplane.
Me and my friends (Winnie and Selena) bought tickets to Bali last year together with 2 other friends (5 people altogether) to Bali (Denpasar) on the 1st July 2009, flight time 1055am.
We were so excited for the trip that we planned ahead of the trip, booked and paid our hotels and tours and on departure day, i woke up as early as 630am that day to go to KL Sentral for the skybus to LCCT (which was purchased together with our flight tickets).Boarded the bus @ 815am at KL sentral and Reached LCCT at 915am.
Once we reach LCCT, we straight away went to see the board @ LCCT to see which counter we have to go to for check in.
There were 12 counters and each of them have SUPER LONG QUEUES!
Then we proceeded to counter R06 to check in and also to meet our friends who reached earlier and already queueing at the counter as early as 915am.
The crowd was massive and the queue were super long.
After about an hour(10.15am), we finally reach the counter with an indian lady working at the counter. after passing her our passports and the pdf of our booking itinerary, she ask us to proceed to another counter at the end (COUNTER R12). We were so puzzled and at the same time wondering if we go to another counter, we have to queue all over again..
After queing for 15 minutes.. (10.30am) we finally reach our counter but the lady at the counter told us that the boarding gate is closed and boarding pass cant be issued any more. The system is already closed and cant accept any ppl in anymore.
We were puzzled and at the same time furious! WE HAVE BEEN QUEUING FOR SO LONG and then she tell us that we cant board the plane?
We kept reasoning that we have been queuing and there wasn’t any announcement or PA system that informs us anything. We were completely PUZZLED AND angry because there were so many people, the crowd is massive and if there is a different counter that we should go to, we should be informed or something?
The whole reasoning process and complaining at the counter took at least 25 minutes and by that time… the 1055am flight has already left!
Dewi Jali – MAA 1653
THIS IS BEYOND IMAGINATION!
I have been flying with Air Asia for quite a while and this is my first time experiencing such an unpleasant encounter especially with the lady at the counter.
Here’s part of the conversation that happens when we reach the counter
AA Attendant :: Im sorry the boarding gate is already close you cant check in anymore
Us :: But we have been queuing for an hour plus and it’s not even because we are late or something
AA :: The system is already close i canot do anything
Me :: This is so unaceptable… we came so early and que all the way from the back and now we cant board? How many people missed the flight?
AA :: Around 29 people..
Me :: This cant be happening! Can i speak to someone regarding this? Or the Management?
AA :: I am the person in charge here.
Me :: No, i want to lodge a complaint!
AA :: You can go to our website .
Me :: So what we have to do now? We have all our hotels booked and everything paid… This is such a ridiculous treatment that we are getting..
AA :: You can purchase the next available flight
Me:: And how much will that cost?
AA :: RM343.50 not including tax yet per person
Me :: This is INSANE!!! Can i actually TALK? to someone about this NOW?
AA :: There is a counter for this but i it will be the same result. ()
ME :: WHAT THE HELLLL
The FIVE of us had had no choice in the end but to purchase the next available flight ticket at a bomb!
Seriously…
If we were late and denied boarding, we would PAY willingly for the next flight..
BUT WE WERE EARLY!
We were at least More than an hour early and queueing like mad ONLY TO BE DENIED BOARDING?
THIS IS ABSURD! WHY MUST WE BE PUNISHED FOR THE UNCOMPETENCY AND SLOW PROCESSING TIME OF THE AIR ASIA CHECK IN STAFF ITSELF?
Also, the whole system was COMPLETELY MESSY!
There were 12! i repeat.. 12 COMMON COUNTERS for Indonesion check ins (Bandung, Denpasar and Jakarta) and there were no proper signages that directs you where to go!!!!
Imagine queing for so long not knowing what is hapening and then having to fork out extra cash for NOTHING!
OMG. This totally spoilt our whole excitement for the trip
THANK YOU AIR ASIA FOR SUCH A HORRIBLE EXPERIENCE AT THE AIRPORT.
SUCKS!
omg so u guys had to pay extra for the next flight? jeez. so lousy one air asia. wtfreak
yea… T_T kinda spoilt the mood. One of us wanted to bail cause the flight ticket is expensive… this is the last thing we have on our minds that would happen..
AirAsia shouldn’t have this thing happen!
victim here!!!
Airasia.. we used to love u.. but now.. ..*speechless*
We were so damn excited at the beginning.. only to reach airport with such a huge dissappointment!
Airasia, pls have a proper counter for the particular FLIGHT check in, especially for the next flight flying off. AND NOT 12 COUNTERS for DENPASAR and we were miserably queueing for almost an hour just to find out COUNTER CLOSE!!!!!!!!!!!!! THANK YOU VERY MUCH! :@:@:@:@:@:!@$$#^#$^*
Tats where Tony Fernandes’s fortune come from…
I got same xperience b4….
Damnnnn….
yea.. heard bout your story and hui yongs. although her’s is worse. really pity her.. :( sigh..
jenn, as i told u in FB… i had exactly the same experience as your last year when i went Jakarta with my mother & sister. I was forced to spend another RM1500.00 for 3 pax just to get to Jakarta. That’s air asia’s trick, they closed their counter earlier & the customer forced to buy new ticket which they can double charge. That’s how they can earn money & always offer so many promotions. We also don’t understand how air asia can hired such bad employee or maybe they were trained by air asia to handle the situation rudely as they can foresee the problem when they plan to do this. Really suck experience with air asia.
I always arrive two hours early. But yeah it’s ridiculous to queue one hour. Most I’ve waited is like 15 mins. And oftentimes you can go to any counter they’ll check you in. Sorry to read about your nightmarish experience.
Really feel damm shit when i read ur post… if i was there i think i will break the terminal counter.. lolz..
I remember Tony Fernandes did complains thousand times about our LCCT now really can’t afford to handle so many passengers, he keeps asking gov when to build the new LCT, but wat is the progress now? BN Boleh! MAL Boleh!
Guess on 2010 the same cases will happen more frequently. You should raise up this issue to Tony, i believe be the world leading low cost airline company AA won’t allow the same mistake happened again and again. They should find out a solution or alternative way to solve it out instead of waiting help from our lovely gov.
Agree with Will, i will always arrive airport more than 2 hours early to avoid anything ad hoc.
Tomorrow at 7am I am flying AirAsia to Hong Kong. Thanks for making me feel better about my flight =D jkjk
haha… enjoy HK! :P was there last month. make sure u try out the mango pudding @ hui lao shan! :)
i thought u all could ask for compensate since it’s NOT u guys fault…
we tried. we have reasoned out that we were there early.. but couldnt get any solution from them … stand there and talk so long and yet in the end we have to pay a bomb!
Jen, I had the exact experience 2 yrs ago on my trip back to hometown during CNY! I arrived 2+hrs earlier. The airport was crowded and I was directed to 3 counters and finally, I was told by the lady that the gate was closed. I begged and reasoned with her but no avail. I almost cried as there were no tickets available for the next flight.
Finally, I had to pay for the additional ticket that cost a bomb, fly back on the night before CNY (arrived home almost midnight), and missed the reunion dinner with my family! =(
OMG… THAT’S HORRIBLE!!!! sorry to hear that… T___________T I’d cried too if that happen to me. Reunion dinner is so important for chinese especially if we live far away from them! did you lodge a complaint to AA? sigh… :(
It was a bad experience. I did lodge a complain to them, but nothing was done except verbal apologies and they tried to push the responsibilities back to me, saying that i should have arrived even earlier, blah blah blah… I will never ever forget AA making me missed my reunion dinner! gah!
dats y i never fly with air asia……hahahahahahahahahahahaha
and now u tell me… haha..
Jennifer, I’m not sure if you know, you can complain this to “AirAsia” in facebook … Hopefully, with your complain they can have improvement on this.. Really feel so mad to read this.. this should not be happening for a happy trip that had been planned long ago.. anyway, hope to read post coming up for your Bali trip. Happy go lucky !!
this is very apalah!!! Horrible!!!….
jen and nie…i support you guys…complain air asia!!!! GET THE MONEY BACK!!!!
Airasia asks passenger to arrive at the airport for checking 2 hours before the flight time and the counter will close 45 min before departure. With so many flight per HOUR now at LCCT, just don’t think they can manage to check-in so many passengers in 75 min. Especially they are very strict on luggage policy, which will take the counter a lot of time to charge on the over weight begs (hence the long q).
They should have know this problem for a long time and not intended to do anything to improve it. The counter stuff (purposely?) not helping also. Although on-line check-in is available now, but i had to find high and low for that one small counter at the corner end to verify my identity after i have the boarding pass printed out at home a night before. Not much different if there is a long queue in front of that counter too. I always think AA has a very strong website but very weak team to service their customers.
Well what can we say about these cheap-fare airline carriers. They can be a pain in the arse in terms or delays and stupid excuses.
a petition maybe?
or get it to newspapers…
wow this is really happening? wtf. so next time be there early as least 2-3 hrs for the cheap AA.
Are.. you.. kidding.. me? I would’ve caused a riot! I would stand for my right, and will not shut up until I get a refund because it was obviously not your fault.
That’s why I won’t go for low cost carrier, for cheap flight you get shitty treatments too.
I know… sigh.. now awaiting their feedback though…
that is absurd. shud fk them up sky high…
they seem to be not taking it seriously tho.. sigh
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Oh my gosh,
I’m so sorry to hear about that hun. I think you should forward this to The Star or something. Lots of hugs.
thanks.. i’ll see what’s the response from AA first. have already submitted a feedback to their website.. :)
i think, next time – get the insurance bit that comes with the flight. so if ada cancellation or events such as above, you can claim rm400 compensation.
hopefully. although there’s go insurance but i guess have to read their TNC few million times if i were to claim.
wau..should ask for refund…I got a refund on tax when I miss my transit flight from KL to Penang by Mas last time due to sand storm =.=
but yea, at least get back the tax $$ as you already paid it earlier… i hope this can at least compensate you a little bit..
i know… sigh.. lets see what is their feedback..
after going though this post, really dunno what to say. what a horrible start for the trip. so sorry to hear this.
complaint till their pants drop pls!
yea.. i hope so too!! ! :( totally dint expect it to happen.
Sorry to hear about your ex with AA, after my experience with AA to Bangkok with my baby last year, I have not flown with them since. Check other airline before checking air asia fare, MAS fares are quite competitive now. Just booked a domestic flight for Kota Bahru to KLIA for RM15 more per person with great service :)
yes, and nw i realize that my cheap fare comes with a prize to pay. ouch. le sigh
Ahaha….. you know what? I just tried to email airporttaxrefund@airasia.com (the only way to contact AA) for refund of airport tax of a recent missed flight.
I received a reply from postmaster saying “The mailbox is FULL” !!! Adoi…..
sigh.. them and their “wonderful” cust service right? .. le sigh
Is self check in is available on international flight? better utilized it..