Transcript from a forum on reasons why one should be wary using Air Asia for travel.

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MDR
Makati, Philippines

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Aug 29, 2006
 
I scheduled a business meeting with my suppliers in Kuala, Lumpur, Malaysia on 26 August 2006. Trying to economize, I searched the internet for the cheapest airfare to and from Malaysia and Philippines which services Philippine passengers. I found AirAsia with address at AirAsia Berhad, Mezzanine Floor, LCC Terminal, Jalan KLIA S3, Southern Support Zone, KLIA, 64000 Sepang, Selangor Darul Ehsan, Malaysia, offering a price of roughly P11,000.00 to and from Kuala Lumpur and Clark, Pampanga which amount was really a bargain. When I was about to make a personal reservation what I found on its website was a telephone number in the Philippines that do not work and AirAsia only has one office in the Philippines, that is, in Clark, Pampanga but without any telephone number. AirAsia hotline is in Malaysia. Nonetheless, on 11 August 2005, I was forced to make an on-line reservation at AirAsia using my credit card. I was given a confirmation number after I encoded the three (3) digits confirmation number of my card. After the reservation, the website warned me not to book again to avoid double booking. There was no notice on the internet that I have to confirm my reservation any day before the flight or any warning whatsoever that that my reservation would be cancelled. Believing that everything was ok, I went on 25 August 2005 to Clark, Pampanga. To my surprise AirAsia’s Station Manager told me that my name is not in the passenger manifest of Flight No. AK 33. I argued that my credit card has already been debited for the airfare but it was a useless discussion because the Station Manager really has no say in who would be included in the manifest. Because I have previously scheduled meeting on the following day, I was forced to pay for their regular rate which was P28,000.00 more than double than their rate in the website.

When I arrived in Kuala, Lumpur on 25 August 2006 I immediately complained to the desk of AirAsia but I was just given a run-around and in then end I left Malaysia without any explanation, apology and reimbursement to what was charge against my credit card. I am now contemplating of filing a legal action but I would like to warn future passengers of AirAsia or any other low-cost airlines which do not have customer service in the Philippines that be very careful when availing of the service of foreign economy airlines.

I learned it the hard and more expensive way.
negrense
Chelmsford, UK

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Aug 30, 2006
 
I think I come across your posting at virtual tourist.Well thnx for sharing and making us aware.
I am sure anyone who experience like this must be fuming of rage,I would.That sounds like a scam.Apart from the money difference ,time and effort spent sorting things out with them are invaluable plus the enormous stress involve with it,can give one heart attack.Why don't you contact their Main office then try and try again.Give it another go.If you have right evidence specimen ,then file them legal action,that would give them a lesson.But the problem is doing it in the philippines and the legal system involve takes ages n ages,it also rips you off your money on legal fees for awhile.It's up to you.I have a suggestion ,why don't you contact media watchdog if there's any like that in the philippines,and hopefully they will take notice of your case experience and will investigate it for you.I'm just saying if there's any like that over there.Or maybe contact other related government agencies that you can address your complaints against AIR ASIA.Otherwise filing legal action should be your last resort.I am sorry for your experience,it is very consuming and exhausting.
negrense
Chelmsford, UK

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Aug 30, 2006
 
We tried the following low cost airlines(Ryan air,Easy jet,Wizz air,Hemus air)on trips around europe,and bookings were all done online,and lucky we haven't had encountered any single problem at all.I guess Air Asia's problem is systemic,and when the fault happens no one owns it up,so you were passed around.
MDR
Makati, Philippines

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Aug 31, 2006
 
Thanks, man. I shld have researchd about AirAsia before I bookd. I was not only one who was disgusted by its service. I heard complaints about delays, rude employees, after I experienced that very sad travel in my life.

Totoo, wala kang mggawa dito sa Pinas. Gusto kung magdemanda pero I am thinking hard bout it. it is expensive and you are right, it will take forever, baka wala ng AirAsia di pa tapos kaso.

Grabe pare ang naramdaman kong pang-insulto. I travelled to western countries and I was treated better than our fellow Asians.
negrense
Chelmsford, UK

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Aug 31, 2006
 
YW kababayan.Kalmahin mo yung self mo for few days the most important thing of all or have long weekend off,then put yourself back together and plan another strategy to contact the company.Best is 'di kayu under so much stress kapag nag salita
sa kanila ,and perhaps you can put ur complaint through sa kanila.Let's hope.Try again sa costumer service nila,or walang resulta as b4 kontakin mo ang main office nila,or head office or be there in person to meet up with the manager,perhaps it can make some difference.Best of luck nalang sa 'yo.
MAE

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Sep 8, 2006
 
i have the same experience with AIR ASIA... they told me that they will make a refund after THREE LONG MONTHS.... but to this date nothing happened... i have my flight May 2006.... This airline was so disgusting...do u still have their clark office number? i just wanted to give it a try...thanks

MDR wrote:
I scheduled a business meeting with my suppliers in Kuala, Lumpur, Malaysia on 26 August 2006. Trying to economize, I searched the internet for the cheapest airfare to and from Malaysia and Philippines which services Philippine passengers. I found AirAsia with address at AirAsia Berhad, Mezzanine Floor, LCC Terminal, Jalan KLIA S3, Southern Support Zone, KLIA, 64000 Sepang, Selangor Darul Ehsan, Malaysia, offering a price of roughly P11,000.00 to and from Kuala Lumpur and Clark, Pampanga which amount was really a bargain. When I was about to make a personal reservation what I found on its website was a telephone number in the Philippines that do not work and AirAsia only has one office in the Philippines, that is, in Clark, Pampanga but without any telephone number. AirAsia hotline is in Malaysia. Nonetheless, on 11 August 2005, I was forced to make an on-line reservation at AirAsia using my credit card. I was given a confirmation number after I encoded the three (3) digits confirmation number of my card. After the reservation, the website warned me not to book again to avoid double booking. There was no notice on the internet that I have to confirm my reservation any day before the flight or any warning whatsoever that that my reservation would be cancelled. Believing that everything was ok, I went on 25 August 2005 to Clark, Pampanga. To my surprise AirAsia’s Station Manager told me that my name is not in the passenger manifest of Flight No. AK 33. I argued that my credit card has already been debited for the airfare but it was a useless discussion because the Station Manager really has no say in who would be included in the manifest. Because I have previously scheduled meeting on the following day, I was forced to pay for their regular rate which was P28,000.00 more than double than their rate in the website.
When I arrived in Kuala, Lumpur on 25 August 2006 I immediately complained to the desk of AirAsia but I was just given a run-around and in then end I left Malaysia without any explanation, apology and reimbursement to what was charge against my credit card. I am now contemplating of filing a legal action but I would like to warn future passengers of AirAsia or any other low-cost airlines which do not have customer service in the Philippines that be very careful when availing of the service of foreign economy airlines.
I learned it the hard and more expensive way.

MAE

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Sep 8, 2006
 
i have tried other budget airlines too like tiger airways and jetstar...but nothing happened like that...mr MDR why don't we do someting about it.. like the program of Mr. Mike Enriquez...imbestigador hehe...(but i'm serious). i want my money back...i have worked hard for it...i read the comments from our fellows and they are right.... filing a case will be so expensive...
Wee Kee
Kuang, Malaysia

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Oct 2, 2006
 
Below is my letter to Datuk Tony Ferdandes (CEO of AirAsia):

Both my self and my collegue were scheduled with a confirmed flight back from Clark to KL LCCT via AK33 on 28 Sep 2006.

To our dismay, we only found out about the flight cancellation when we reached the Clark Field Airport on that morning. No call or sms were relayed to us about this cancellation despite our contact no. were in your on-line booking system when we purchased our flight tickets.(That raise a question if the contact no is not intended to be used in the first place, it should not be required to be provided in the on-line booking system, unless AirAisa is operating a clients database sharing scheme with other "Partners" to send unsolicited spam sms to our cellphone in the name of "Promotions", which we have to pay for each of it when we recieved it while we were overseas). We do not have a standby transportation and hotel booking as it was our schedule departure to Kuala Lumpur on that day.

To furthur aggravate our agony, the AirAsia gound staffs manning the counter could not give a proper explanation to all the stranded AirAsia customers on the cause of the delay. They only keep on saying they were only infomred on that same morning that the flight AK32 from KL LCCT did not depart.

To add salt to our wounds, your AirAsia ground crews keep defending by saying that they could not do anything about the cancellation, which is obvious to us! But what we, the stranded customers need at that point of time is assistance to get a next flight out (by whatever means), arrangement for a transport and accomodation during the stranded period. I must say that they were really skillful in finding an easy way to handle this situation - they just hand us a call card with the email and Malaysia tel no for Guest Support. It means that we must now find a computer to send an email to guestsupport@airaisa.com and hopefully got an auto-reply from the AirAsia email server, or to make an international call back to Malaysia (603-86604343) at our own cost while being diverted to an automatic voice machine & put on hold for as long as we want to wait until a human voice (hopefully there is one) to attend to us. None of these were being provided, except rebooking the next available AirAsia flight back.

Both of us thought we were at least on the safe zone since we always purchase your AirAisa Comprehensive Worldwide GoInsure whenever we purchase our flight tickets online. To our surprise, your gound crews said that they do not cover the basic incidental expenses like reimbursements for transport, accomodation & meals cost while waiting for the next flight out. That dawned on us what is the very purpose of purchasing such insurance at the first place!

Now we are back, GREAT THANKS to your arrangement of next available seat on your pride AirAsia, though we have to endure the wait and many uncertainties, which is definately not what we were looking forward to or recalling in our memories.

We are still hoping to pursue with your GoInsure to at least recover some of the costs that incurred during the stranded period there, at the least. You would probably know there are other incidental costs due to the delay which cannot be measured by dollar & cents.

Appreciate your advise please. Thank you.

Wee Kee
silvergrey92- NJ
Airmen Village, Philippines

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Oct 2, 2006
 
MDR, so sorry for your plight!! You must also consider that this could be a malaysian firm doing business in the Phils. This is what we call a "locator" for foreign businesses situated in Clark and not necessarily a filipino firm. What can I say! Try to address your complain to the Aviation Commission in Malaysia or any similar air travel commission.
I hope you get your refund at least within a year!! NW refunds tickets in 6 months.
Psychiy
Manila, Philippines

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Oct 17, 2006
 
Were you able to get your money back? I booked 2 flights for Nov 2 (Clark to KL) through phone. I got the email confirmation for the first booking but I didn't get the 2nd booking (for my friend)! Both bookings were already debitted!!! I am so worried! Is there anyone I can contact to help me with this?

MDR wrote:
I scheduled a business meeting with my suppliers in Kuala, Lumpur, Malaysia on 26 August 2006. Trying to economize, I searched the internet for the cheapest airfare to and from Malaysia and Philippines which services Philippine passengers. I found AirAsia with address at AirAsia Berhad, Mezzanine Floor, LCC Terminal, Jalan KLIA S3, Southern Support Zone, KLIA, 64000 Sepang, Selangor Darul Ehsan, Malaysia, offering a price of roughly P11,000.00 to and from Kuala Lumpur and Clark, Pampanga which amount was really a bargain. When I was about to make a personal reservation what I found on its website was a telephone number in the Philippines that do not work and AirAsia only has one office in the Philippines, that is, in Clark, Pampanga but without any telephone number. AirAsia hotline is in Malaysia. Nonetheless, on 11 August 2005, I was forced to make an on-line reservation at AirAsia using my credit card. I was given a confirmation number after I encoded the three (3) digits confirmation number of my card. After the reservation, the website warned me not to book again to avoid double booking. There was no notice on the internet that I have to confirm my reservation any day before the flight or any warning whatsoever that that my reservation would be cancelled. Believing that everything was ok, I went on 25 August 2005 to Clark, Pampanga. To my surprise AirAsia’s Station Manager told me that my name is not in the passenger manifest of Flight No. AK 33. I argued that my credit card has already been debited for the airfare but it was a useless discussion because the Station Manager really has no say in who would be included in the manifest. Because I have previously scheduled meeting on the following day, I was forced to pay for their regular rate which was P28,000.00 more than double than their rate in the website.
When I arrived in Kuala, Lumpur on 25 August 2006 I immediately complained to the desk of AirAsia but I was just given a run-around and in then end I left Malaysia without any explanation, apology and reimbursement to what was charge against my credit card. I am now contemplating of filing a legal action but I would like to warn future passengers of AirAsia or any other low-cost airlines which do not have customer service in the Philippines that be very careful when availing of the service of foreign economy airlines.
I learned it the hard and more expensive way.

negrense
Chelmsford, UK

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Oct 19, 2006
 
I am sorry for all your disappointing experiences.I hope your problems encountered with Air Asia services will be sorted out if not too soon in the long run.Thanks as well for posting your experiences here,as they help gave us some warnings incase for any future travel transactions with Air Asia.
negrense
Chelmsford, UK

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Oct 19, 2006
 
If this information be disciminated all over the web and the global and local news media ,reaching out to millions of potential Air Asia clients who will be aware of it's poor services and will be put off making travel transactions with them. Eventually it will go bust.That will give them a hard lesson.And that's revenge done!

If that would save a large number of people being scammed by Air Asia,then it is beyond doubt reasonable.
Jim Harwood
Milton Keynes, UK

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Wednesday Nov 8
 
Our flight from Siem Reap to KL was delayed 3 hours 40 minutes. They claimed it was not delayed but "rescheduled", laughing at the same time. Clearly an in-joke that flights are not late but "rescheduled" and so don't pop up in the delayed statistics. Air Asia offered no support, not even a cup of coffee. I now know they are called "Air Delaysia". The simple answer is to never fly with them.
Jason
Kuala Lumpur, Malaysia

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46 min ago
 
Air Asia is bad. Service = rip off = no refunds if they stuff up. They don't care about service or delivering service. They only care about your money and then won't give it back IF THEY STUFF UP. Why aren't consumer groups looking at the business practices of this airline. They make all their errors the problems of consumers. Why are they allowed to take away consumer rights? When I pay for something I expect to get it or my money back. NOT WITH THIS AIRLINE YOU DON'T as they disclaim themselves from all responsibility.

They say on their site 81% of their planes leave on time. How do they measure this? Is it 15 minutes from the adjusted time or the originally scheduled time? How many are cancelled that don't appear in the delay statistics? Do I care-not any more. I WON'T USE THEM AGAIM.
Jason
Kuala Lumpur, Malaysia

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40 min ago
 
And....Inform everybody you know how bad this air line is and get them to tell their friends. They are making big money by denying consumers basic rights. Don't be a victim of these "business practices".

I agree with the above comments, the sooner they go bust the better. They are a blot on the landscape of Malaysia and whatever awards they have won are poor judgements.