Friday, 29 Mar 2024
You are here: Home Arkib Aduan Pengguna Arkib 2009 Airline Industries Complaints - Passengers Need A Better Service
Complaints - Passengers Need A Better Service PDF Print E-mail
Written by Administrator   
Monday, 07 December 2009 17:19
I wish to make a complaint on Airasia. I bought a flight ticket for my friend from Kuching to Kota Kinabalu 21 October 2009 at time 2230 and then Kota Kinabalu to Kuching on 26 October 2009 at time 1650. There is no complain on Kuching to Kota Kinabalu trip, but for Kota Kinabalu to Kuching is terrible. The flight is cancelled and reschedule to next morning which is 27 October 2009 at time 0645.
This flight cancellation was not be informed and they inform when my friend is getting to queue at Airasia check in counter. On that day, there was many people queuing to check-in for the flight Kota Kinabalu to Kuching, the Airasia ground staff inform one by one for the flight cancellation which make people angry going to airport and queue up at last flight has been cancelled, also was not inform for the cancellation. My friend was very angry, and ask. At last they provide an accomodation for one night at hotel, going to hotel and airport will be fetch by the hotel driver and all are payable by Airasia.

My friend to Kota Kinabalu is for holiday, and is taking a leave and already arrange for their job properly and to be follow up accordingly. Because of this cancellation was not informed early and was get to knowned when reach airport, it cause my friend have to arrange all there jobs again, and also have to take an emergency leave from his boss because of the flight cancellation. Even Airasia provide an accomodation, but he and me still un-satisfied and lastly he decided to make an complaint to Airasia throught Airasia web site.

On the afternoon when he reach Kuching, he already write a complaint to Airasia. After 3 days, he get a call for the complaint, and the Airasia personnel told him that, because this booking is bought from me, and i should be the one they should talk to. But because during the day they call me, i was on meeting, my handphone has been switch off and they cannot reach me. They just ignored already the complaint and they resend the itinerary for me. After i finish meeting, and switch on my handphone i get a sms from my friend asking whether Airasia do call me or not. I reply him that i was on meeting and then i just wait again see whether there is any Airasia call or not. After one day, i didn't receive any call from Airasia, so i decided to write an email to Airasia through there web internet service. I write to them and ask for the complaint status for the flight cancellation. After 3 days, i get an email from there customercare whose is Mohd Farid, and ask me to call 603-21719333 for immediate solution,
After i get this on the same day, i makea call and waiting about 10 minute to get them entertain me, i asking for the status of complaint, but the guys very blur, and saying that the guest is boarded, i told him yes, is boarded but i wish to know the complaint status. He is very blur, because this is sales phone number, he thought me that i wish to cancel the flight. I was repeat my question for many times, and at last he get what i mean, and saying this is for sales only, if i wish to make an complaint i should write an email through there internet web service. I told him, i did it already, and this is what they ask me to call. He very blur, and i ask him to get the right person to contact me for the complaint and lastly he say OK, will do it for me. So i hand up. After few minute i get still get no answer. So i decided to write an email again for the complaint. After 3 days, i get a reply from Mohd Farid which is customercare again, he said already raised this issue to relevant department and ask to wait for the explanation. I was waiting for so long and is about one week, i get no reply or feedback from them, i write again an email to them again and ask whether they already ignore my complaint, and whether i should complaint to news or internet for faster response. After this email, i still not even get a reply from them.
I really disappointed to the Airasia services, which they cancel flight without inform, complaint to them but give an incorrect number to call and wasting of my time (about 25 Minutes) and money to call, ask again on the complaint still no reply. FYI, the first complaint is on 27 October, so until now already 3 weeks. I really disappointed as this year i was travel with Airasia for more than 10 times, and even suggest my friend to take Airasia. But at last i got this problem which make me disappointed and angry. Just last few days, i did take Airasia to Kuching, and the seat are very dirty, i was not complaint to them because too much guest walking around and i just use my tissue to clean it up. Just wonder, why they no check and clean there cabin. After this, i really hope that Airasia giving me a good reply or feedback on my complaint. I hope that you can help me to raise this issue to them and get them reply me. My booking reference number for the flight is US2CLS for flight cancellation. And GRY8YCN is cabin was not clean.
Status : Waiting for their response
Advice : In the anyone faces experiences similar difficulties, please immediately send a complaint to voice out your dissatisfaction.
Last Updated on Thursday, 14 January 2010 04:57