#91, Level 1, HRS Chambers, Richmond Road, Bangalore, Karnataka, India – 560025
Airport: tiruchirapali international airport
Flight: air asia ak22 – from trz to kul
Date: 30 aug 2019 time 2230
Booking reference: r6ydge
Precise subject: boarding was denied for ak22 (30aug[protected] hours) for the reason "lack of malaysian visa", whereas boarding was allowed for the next flight ak28 31aug2019 0015 hours). Both were handled by the same duty officer – air asia
Details:
1. The check in counter at tiruchirapalli airport (Trz) denied my boarding with the reason that i was not having malaysian visa. Whereas i have been to kul on transit pass (120 hours = 5 day) twice in 2019 twice in 2008 with my onward ticket to uae, where i have been resident since 1981
2. I showed that i possess valid resident permit o[censored]nited arab emirates (Uae) from where my recent journey originated on 22aug2019 to india and my onward ticket to abu dhabi (Auh) uae from kul by etihad airways – ey 0411 on 04 sep 19 which shall enable me to obtain transit pass for 120 hours (From 31aug19 to 04sep19).
3. But above documents were not taken into consideration.
4. The duty officer from air asia – mr mujeeb referred to kul office and informed me that i could be boarded with the valid visa for australia or usa and onward ticket for the same. He verbally confirmed that my onward ticket to uae by ey0411 is ineligible for transit pass whereas it is his lack of knowledge.
5. As i was having valid visitor visa for australia, i booked online through agent for kul-syd on 03sep19 (Copy of the ticket attached)
6. By this time he said that the counter is closed and boarding is possible only for the next flight ak28 at 0015 hours. And removed my check in baggage of 40kg from the weighing table.
7. I requested for changing the same ticket (R6ydge) of ak22 at 2230 to the next flight of ak28, whereas he blatantly refused and replied i must purchase new ticket for the next flight ak28 for which i had to oblige.
8. When i lodged complaint on arrival online (Ref[protected], the customer happiness section of airasia responded to that i was denied boarding since i was not having malaysian visa.
9. On my arrival, the immigration officer at klia 2, allowed me to enter with transit pass for 120 hours with the onward ticket to uae by ey0411 (Sydney ticket was not shown)
10. The response from air asia that boarding was denied for the reason of malaysian visa, whereas the same airline – air asia and the same officer allowed me to board without malaysian visa but after the cancellation of previous flight ak 22 ticket and purchase of new ticket on higher fare from trz to kul and onward ticket for kul-syd.
The response and the consolation by air asia that lack of malaysian visa is the basic reason is inappropriate.
11. I did respond to the customer happiness section claiming
A) the full refund of ticket with additional luggage fare for ak22 (Inr9, 782)
B) full refund of ticket with additional luggage fare for ak28 (Inr11, 994)
C) the ticket fare of kul-syd (Inr30, 050)
D) suitable compensation for the difficulties encountered by the passenger due to the lack of knowledge of the practice of immigration at klia (I did explain the duty officer that recently twice i have been on transit in klia2 and klia 1 with transit pass but of no use)
12. On 04aug19, i have received email from air-asia that refund of inr1, 806 has been processed, which the agent in india has not received in his account for which the agent says that it will take months to reach.
I have been the regular traveller to malaysia since 1976 frequently to attend to the marriages, deaths, formal visit of my relatives, etc. Throughout the malaysia. Never have i come across such difficulties.
May i have your earnest attention to assist me with your positive actions?
