Air Asia Customer Care

Lack of AirAsia Support service at Trivandrum AirportFriday, April 9, 2010 10:15 AMFrom: "kanavila Sudhir" <[protected]@yahoo.com>Add sender to ContactsTo: [protected]@airasia.comCc: [protected]@singnet.com.sgHello there,

I am writing in to highlight my recent confusion and disappointment with AirAsia with regards to my booking of flight to Singapore from Trivandrum via Kuala Lumpur.

On 23 March 2010, I had made an online booking for four guests to depart Trivandrum and reach KL on 6 April 2010.

The booking number is O65HBE.

In the same online transaction, I made a similar booking to leave KL on 6 April 2010 to reach Singapore on the same day.
The booking number is C75JCI.

The online transactions were successful and together with my family, I made the trip down to Trivandrum International Airport.

I was shocked when I was told off by the officer from AirAsia at the Trivandrum International Airport that because I did not have a Malaysian Visa, I will not be able to travel on my previous bookings. I was caught by surprise and explained the rationale that I understand my family and I to be considered 'n transit' in KL as Singapore was my destination. I was to only spend 5 hours in KL aiport with my family before taking another flight to SIngapore. I had also applied for relevant Singapore tourist visas and ensured that the trip was to be a smooth one.

I was extremely disappointed to be told this, at the airport itself as I took it upon myself to read all the necessary regulations and flight details on the AirAsia website when I was making my online transaction of the bookings. In total, I had spent 44,145 IN Rupees and 992 Malaysian Ringgit for the two trips that my family and I was suppose to made. In the end, I had no choice but to make another flight booking with SilkAir for a direct flight to Singapore which cost my family and I, a total of INR70,816 IN Rupees. I can provide the necessary flight booking details and information if required.

I have since called the AirAsia office in SIngapore to explain my disappointment and they have directed me to send an email to this address. I am genuinely hoping for some clarification and possible compensation/refund because I was only told of the need for a Malaysian Visa at Trivandrum Airport itself when I understood my family and I to be 'on transit' in KL for 5 hours before making the trip to Singapore. This unpleasant incident has left me extremely upset and I do think it is the role of the airline to highlight such details when I was making the online transaction for the booking of the flights.

My trip to Singapore has been marred by this incident and I do hope necessary action can be taken to prevent such unfortunate accidents to occur again.

I can be contacted in Singapore at[protected] till 13 April 2010 and can be contacted in India at +[protected].

Thank you.

Regards,

Govindan Sudhir

Dear sir I was booked a ticket to melbourne Australia on 10 June 2010. Because my visa problem I can,t fly to the destination. The cost of the ticket is RM 1,900. The air asia never give me a time to change the date of ticket or destination. When I went to the immigration of australia the said the approve for the visa will take nearly three weeks. Its no point go to Australia anymore. The program I have attend is over. If go to same destination I have more money and I am nothing to do there. Thats the reason I am asking to chenge my destination to chennai India. but they reply me there rule regulation. So now my money just like that only. this something cheating my money.
thank you

From: indus.[protected]@hotmail.com
To: [protected]@airasia.com
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]
Date: Mon, 12 Jul 2010 18:21:58 +0530

Dear sir,

yet My Pax is not recieved his amount on his account.on that mail u are replied the matter will resolve atleast 3-5 working days.But no resolution we are getting yet.

so plz give the priority for the following maater and resolve as soon as possible.

rgds
deepa
[protected]

■ For any complaints or feed back call "Customer Care" No. [protected]

Indus Holidays & Tours (I) Pvt Ltd
(IATA Accredited, TAAI Active)

F-3,Gurukripa Plaza,48-A,Zone II,M.P.Nagar,
Bhopal-462011, M.P. (India)
Phone : +[protected], 4275288, 4271217
Tel/fax : +[protected]
Email : [protected]@yahoo.co.in
Website : www.indusholidays.com

From: indus.[protected]@hotmail.com
To: [protected]@airasia.com
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]
Date: Tue, 29 Jun 2010 18:27:43 +0530

Dear sir,

yet My Pax is not recieved his amount on his account.on that mail u are replied the matter will resolve atleast 3-5 working days.But no resolution we are getting yet.

so plz give the priority for the following maater and resolve as soon as possible.

rgds
deepa
[protected]

Indus Holidays & Tours (I) Pvt Ltd
(IATA Accredited, TAAI Active)

F-3,Gurukripa Plaza,48-A,Zone II,M.P.Nagar,
Bhopal-462011, M.P. (India)
Phone : +[protected], 4275288, 4271217
Tel/fax : +[protected]
Email : [protected]@yahoo.co.in
Website : www.indusholidays.com

From: [protected]@airasia.com
To: indus.[protected]@hotmail.com
Date: Mon, 14 Jun 2010 20:20:27 +0800
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear Deepa,

Greetings from Air Asia.

With regards to your email, please be informed that we have escalated your case to our finance department for further investigation. Rest assured, we will revert back to you with your case outcome within 3-5 working days.

We in Air Asia would like to apologize for all the inconvenience caused.

Should you have further enquiries, please refer to our website by following this link:
http://www.airasia.com> select country > select language > Help & Info > Contact Us.

Best Regards,

Shaun Fernandez
Malaysia Support ( Air Asia )
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia

From: INDUS HOLIDAYS [indus.[protected]@hotmail.com]
Sent: 14 June 2010 06:59 PM
To: Malaysia Support
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]

dear sir/mam,
The credit card no is [protected]
The expiry date 08/2012

rgds
deepa
[protected]

From: [protected]@airasia.com
To: indus.[protected]@hotmail.com
Date: Sun, 13 Jun 2010 00:05:06 +0800
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear Deepa,

Thank you for emailing Air Asia.

With regards to your e-mail, we would like to inform you that we may need the credit card number and the expiry date for further investigation regarding the issue.

Thank you. We seek to serve you better in the nearest future.

Should you have further inquiries, you can contact us by following this link: http://www.airasia.com> select country > select language > Help & Info > Contact Us

Best Regards,
ABBY
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia
From: INDUS HOLIDAYS [indus.[protected]@hotmail.com]
Sent: 12 June 2010 06:00 PM
To: Malaysia Support
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear sir/mam,

Plz find the attachment of the credit card statement copy of Mr Manish agrawal. On which doble chargd amont by airline.plz chq & revert me back with positive response

rgds
deepa
[protected]

From: indus.[protected]@hotmail.com
To: [protected]@airasia.com
Subject: RE: ERROR AT THE TIME OF BOOKING REF NO [protected]
Date: Wed, 9 Jun 2010 17:38:43 +0530

Dear sir, Plz find the details of statement of the pax credit card

Total >
Important : Fill in the payment details in the payment coupon for each of your accounts and attach it with the cheque.
Credit Card Statement
Date Description Transaction Reference Amount Rs.
􀀉 􀀉
Payment
Details
Date Cheque No. Bank Branch Amount
Card Account Number Minimum Payment
Due
Total Payment Due
Please enter
individual payment
amount
Statement Date Payment Due Date
Payment Coupon
Credit Limit Cash Limit Available Credit Limit Payment Due Date Statement Date Retail Interest Rate Page
Previous Balance – Payments – Credits + Purchases + Cash Advance + Charges = Total Payment Due
In case the payment due by you is indicated as Immediate in the statement, we may seek assistance of collections agencies
Please refer to the reverse of the statement for the Grievance redressal process, amendments to the CardMember Rules & Regulations and Fees &
Charges. Contents of this statement will be considered correct if no error is reported within 21 days of statement date.
Please Note: Our Rewards Catalogue has changed. Please visit www.standardchartered.co.in or call our Helpline numbers for
details on the new catalogue.
Please write down the details of the payments to be
made into each of your card accounts on the
reverse of the cheque before dropping it off in the
cheque collection box.
CC Jun 06,[protected]M0AG0
MANISH AGARWAL
C/O APSARA JEWELLERS
NO 65/1
CHOWK BAZAR
BHOPAL
462001
9,617.14 480.86
SME BUSINESS CARD − PRIMARY
XXXX−XXXX−XXXX−1009
6 JUN 2010 28 JUN 2010
9,617.14 480.86
10,000 1,000 382 28 JUN 2010 6 JUN 2010 2.49 1
21,907.64CR 0.00 0.00 31,524.78 0.00 0.00 9,617.14
XXXX−XXXX−XXXX−1009 MANISH AGARWAL SME BUSINESS CARD − PRIMARY INR
PREVIOUS BALANCE 21,907.64CR
070510 PLATINUM REPAYMENT CBANGALORE IN IN 74940760127200501141197 14.44
100510 AIR ASIA MALO8RJDC07SEPANG MY 24553580130920340729296 MYR 1,060.00 15,708.67
110510 AIR ASIA MALMBWQAG01SEPANG MY 24553580131921473306075 MYR 1,060.00 15,721.72
030610 PLATINUM REPAYMENT CBANGALORE IN IN 74940760154200501143223 79.95
NEW BALANCE 9,617.14
MINIMUM PAYMENT DUE 480.86
Reward Plus Programme
Opening Balance
0
Points
Redeemed
Points
Earned
Points Available
for Redemption
2,540 394 2,934
−−−−−−−−−−−−−−−−−−−−−−−−− END OF STATEMENT −−−−−−−−−−−−−−−−−−−−−−−−−

© 2010 Microsoft
Privacy
Terms o[censored]se

rgds
deepa
[protected]

From: [protected]@airasia.com
To: indus.[protected]@hotmail.com
Date: Wed, 19 May 2010 21:17:54 +0800
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear Deepa,

Greetings from Air Asia.

With regards to your query, kindly provide us with a copy of your bank statement or flight details as we will need to escalate this to the relevant department for internal investigation purpose.

We shall wait for your response.

Hope this explains

We do apologize for any inconvenience caused.

Thank you for your cooperation and we look forward to serve you better in the future.

Should you have further inquiries, please refer to our website by following this link:
http://www.airasia.com> select country > select language > Help & Info > Contact Us

Best Regards,
Jegathis
Malaysia Support ( Air Asia )
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia

From: INDUS HOLIDAYS [indus.[protected]@hotmail.com]
Sent: 19 May 2010 03:44 PM
To: Malaysia Support
Subject: RE: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear sir, I talk to Mr agarwal bur he said that he do not get his credit card statement before 6jun.so u chq details with transaction ID & revert me with positive response.

thanx & rgds
deepa
[protected]

From: [protected]@airasia.com
To: indus.[protected]@hotmail.com
Date: Tue, 18 May 2010 20:15:41 +0800
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear Deepa,

Greetings from Air Asia.

With regards to your query, kindly provide us with a copy of your bank statement as we will need to escalate this to the relevant department for internal investigation purpose.

We shall wait for your response.

Hope this explains

We do apologize for any inconvenience caused.

Thank you for your cooperation and we look forward to serve you better in the future.

Should you have further inquiries, please refer to our website by following this link:
http://www.airasia.com> select country > select language > Help & Info > Contact Us

Best Regards,

Shida Shariff
Malaysia Support ( Air Asia )
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia

From: INDUS HOLIDAYS [indus.[protected]@hotmail.com]
Sent: 18 May 2010 03:07 PM
To: Malaysia Support
Subject: RE: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear sir,

I talked with the pax he said that the bank said if the airline sended the mail for unnesseary chrged amount for refund they can process with their end . In that case no need gv confirm booking no. bcoz pax said he wants that amount refund which is chrged at the time of error on his booking when he make confirm booking amount chrgd for that. but due to some problem at the time booking we got & booking was not done but amount was chrged with his credit card so plz chq whole detail with given ref no. And revert with positve response.

rgds
deepa
[protected]

From: [protected]@airasia.com
To: indus.[protected]@hotmail.com
Date: Wed, 12 May 2010 01:46:57 +0800
Subject: FW: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear Deepa,

Thank you for emailing Air Asia.

With regard to your mail, kindly provide us your booking reference for further assistance.

Should you have further enquiries, please refer to our website by following this link:
http://www.airasia.com> select country > select language > Help & Info > Contact Us.

Thank you for your cooperation and we look forward to serve you better in the future.

Best regards,

Nicholas
Malaysia Support ( Air Asia )
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia

From: INDUS HOLIDAYS [indus.[protected]@hotmail.com]
Sent: 11 May 2010 03:23 PM
To: Malaysia Support; [protected]@track-india.com
Subject: ERROR AT THE TIME OF BOOKING REF NO [protected]

Dear sir,

Greetings From Indus Holidays!!!!!!!!!!!!!

I make the booking on passenger behalf fron the Air asia web site but I occoured error on the time of transaction & I got this Ref no AK[protected].

At the time of error bookinf is not done but the amount will charged on that credit card. so plz chq & if the twice booking made for the foolwing deatisl so plz refund that amount on credit card.

Pax & credit card details are as follows

Pax name Mr Manish agrawal

credit card no [protected]

type of card Visa Card

name of the the bank Satndard Charterd

Plz reply ASAP

rgds
deepa
[protected]

Indus Holidays & Tours (I) Pvt Ltd
(IATA Accredited, TAAI Active)

This is the detailed conversation between my travel agent and Air Asia personals…………..but nothing has been done till now and the amount has not been refunded to my credit card…………..My contact no. is [protected]…………

Arrival:
(Time:5.00am Date:31July2010 Place:Thailand International Flight)
When i arrival to thailand, i & my girl friend luggage lost at airport,
Then go to bangkok to purchase clothes, shirts & commodity and etc. Waste lot of money.
Lucky airasia staff find my both luggage at night & return me. But it too late. I already buy all thing.

Departure:
(Time:9.20am Date:10Aug2010 Place:Thailand International Flight)
When i check out, the airasia check out counter pound weight of luggage . After that go to baggage fee counter E24 to payment fees . Then i need more details luggage fees. I think it will be wrong luggage fee. I tell her to check the weight of bag again. Then she say that her dont know the weight.She unhappy, give me very bad face & rude. "How i know the weight luggage". She ready tell me go to previous counter E02 again. I show the boarding pass again & circle total bags weight to her.
This things show her very unprofessional & rude staff.

Actually i happy with my journey in Thailand, but unhappy i back to my country when i thinking this happen.

Other URL:
http://www.complaintsboard.com/complaints/airasia-staff-give-me-very-bad-face-ru…⇄

Dear Sir,

This is in reference to the Booking Number D3R8TS, I booked the Ticket from New Delhi to Kaula Lampur for my family under the promotional scheme today. The original itenerary booked online by me is from Ist of May'2011 to 9th of May'2011, but to my shock after making the payment I observed that the return date is same as of Departure Date i.e. Ist May'2011.

I contacted Air Asia cusomer care office and advised by them to book another return ticket, which I booked for 9th again. The new return ticket Booking No is D6GJGJ.

Now my humble request to Air Asia is to look this matter seriously and generously and cancel the return booking of Ist May'2011 and credit the refund in my credit card. I am confident that no amount will be deducted and 100% amount related to return ticket value will be credited to me.

I am not aware of how the Dates have been clashed (Same day departure & return) during the online booking of the tickets but penalsing with entire fare of about Rs.16000.00 is not getting down well with me. I booked the tickets just because of pormotional scheme launched by the Air Asia and I found it affordable. But if I will be penalised for the clerical error than whole concept of getting the cheaper ticket will be defeated.

Confident that matter will be solved in my favor.

Regards
Deepak Khurana

I booked a flight via the AirAsia website from Tokyo Haneda to Kuala Lumpur (Booking number E1T6QY).

I selected the option to Supersize my baggage and opted for the Xtra Large option which allows upto 30Kg per passenger for a fee of 4,000Yen (around 50USD) per person.

After making the booking and the payment by card I realized that I might not require 30 Kg per passenger (total 3 passengers) and modified my booking to reduce the baggage allowance to Large (2 passengers) and Medium (1 passenger).

The difference in the amount was 11,000 Yen (around 135USD) and was expecting this amount to be refunded. But to my surprise AirAsia did not refund the amount but in the amended booking showed the 11,000Yen as Spoilage Fee.

I did not understand what the Spoilage Fee was about and called the Call centre in Tokyo and explained my problem. The agent informed me that there will be no refund.

It's outrageous that AirAsia allows downsizing the baggage but not refunding the excess amount. I checked their Terms and Conditions and there is no mention of No Refund for baggage change.

I was not aware that AirAsia was a fraud of a company until I chanced on this website and saw the numerous Customer complaints. Looks like AirAsia does not give a damn about the Customer.

Robert Panakkal
Tokyo

I had booked two tickets from www.Airasia.com from mumbai to kualalumpur.

Due to medical problem i was not able to go so they asked me to provide doctor's letter.I provided the same even after that they didn't refund the amout.
Don't book tickets with these cheaters as they have not any refund policy they'll take your full amount.Stick to your india airlines only.Atleast you can rely on them.

I had done a booking on behalf of my friend with Air Asia, for a Mumbai to Singapore flight. By mistake we did a dual booking for the same passengers and we informed the airline about the same immediately.
We were given a reply saying that the refund would be done in 46 working days and hence we kept waiting. This was way back in mid July and as of today that is 29th Oct the money has still not been refunded, while the call center gives a standard reply saying the money will be refunded soon. The issue is the word soon is quite ambiguous and they are not telling when and when pressurized, they say within 30 days.

Air Asia when contacted on mail gives a standard reply saying very soon.

Can someone help, can i drag them to court

We had booked for journey with Air-Asia from Singapore to Phuket for Nov. 26, 2008. On reaching the airport we were informed that the flight was cancelled and our booking was transferred to the next day i.e. Nov. 27.

Again on Nov. 27th the flight was cancelled. In addition to this our flight from Phuket to Bangkok was also reported canceled due to closure of the Bangkok airports.

Both our tickets were canceled and we were assured of credit refund on credit card.

We have been regularly writing e-mails, none of which have been replied by Air Asia. The refund has also not been credited to my card yet.

Air Asia has no call centre in India. Even on calling their call centres at Bangkok/Singapore there is no proper response.

Please advise e-mail id of some competent authority whom this matter may be referred to.

To
Director Commercial
Air Asia x

We were in group consisting of Ganpati Narsimhan – Ticket booking reference no.PCRGRX……., Sukanya Narsimhan Ticket booking reference no….PCRGRX…., Sharad Belpathak Ticket booking reference no….XDGR4U.., Rajesh Pralhad Mudholkar Ticket booking reference no… XDGR4U….., Ganesh Sovani Ticket booking reference no… XDGR4U..Shreyas Shreenath Mudholkar E7YDG9 Ticket booking reference no.. E7YDG9
1. we had booked following ticket from Air Asia direct sales agent
Ref no …… XDGR4U
Sector BOM/KUL/BOM……..
Amount …….MYR 579 PER PERSON PLUS 60 KGS LUGGAGE BOOKED PLUS AIRPORT TAX
Ref No . …… XDGR4 were booked from direct sales agent at Mumbai .While issuing a said ticket it was made clear to your direct sales agent that my client do not intend to stay at kualalumpur but would catch Air Asia flight to Indonesia and your direct sales agent did not communicate to usthat no boarding pass will be issued without a visa.
2. That my clients believed that as per the normal procedure if a passenger is traveling through a 3rd country no visa is required and it is the duty of the direct sales agent to bring these factors to the notice of passengers by prominent intimation. Moreover we have also learned that various other passengers traveling on your airlines on this route of Mumbai — kualalumpur — Denpasar have also faced the same problem and the magnitude of the problem is also vast. Even the website did not prominently display such a serious condition of visa requirement even if passanger is just catching onward flight on international route.
3. WE reported for check -in in due time at Chhatrapati Shivaji Mumbai International Airport. We had also asked your counter staff to issue boarding pass but they refused to issue boarding pass. Therefore we also checked with your supervising staff and they intimated with quite bluntness that many people are being turned out for same reason and their tone indicate that they don't bother about passangers suffering.
4. In fact this is an unfair trade practice on part of your airlines and we also found on website of consumercomplaints.in that there are various other passengers who have lodged complaint on website.
5. We therefore would like to intimate you that we may be given refund of amount of fare or we should be given credit note for any other travel plan we desire to choose.
6. we would also call upon you to review the policy of refund on international flights so as to be fair to passengers hard earn money. You must consider the fact that passengers do not plan their trips abroad with intention to cancel as lot of efforts go into the aspect. Considering these aspect we feel that you will not compel us to engage in long drawn communication, follow up and legal course and you are requested to get an amicable fair resolution of the problem.