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.

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!