My brother Richard is doing sales. Therefore he has to travel a lot and one of the airlines that he uses most is AirAsia but the service of this low cost airline is deteriorating. He would like to share with you his "exciting" experience with the airline.
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AirAsia has now stop all customer service phone call support for local flight. However, if the flight is under the AirAsia X, then we can call to their customer service with very expensive charges: - RM 1.95 per minute
Of course, customer can get in touch with their support through online chat but I can say that very likely you will end up with frustration. Attach herewith is a real example of the frustration that one has to bear in dealing with the airline.
Hello Richard Ting. Welcome to AirAsia Live Chat Service. Kindly
be informed that each chat session lasts for 10 minutes. Please keep your
questions reasonably brief.
I just want to confirm that the following statement under the
refund section is valid? “Please note that this process may take up to 30
working days and will be credited to the original mode of payment for the
booking. In the event there is more than 1 guest in the confirmed booking, the
refund will be made to the person who made the purchase. No refunds will be made
to third parties.”
Hi , please provide the booking number. thanks
Before I can provide the booking number, please answer my first
question above; is it the process takes up to 30 working days?
The refund process will take up to 30 - 60 working days.
If 30-60 working days, why you didn't update the refund statement
from original 30 days to "30 - 60 working days" so that it will
prevent the passenger wasting time to check. Are you agree?
Richard , can you provide your booking number so that I may
check the status for you ?
I am not interest on this because I already request few time and
the same answer I got is:- “In the process". I believe your answer is also
the same. No point for me to repeat the same thing. However, if you said the
processing time is 60 days, then I wait until 60 days a see you are lie again.
Please be informed that this chat will automatically disconnect
soon. Should you have further enquiries, please come back to us again. Sorry
for the inconvenience caused.
Hello Richard Ting. Welcome to AirAsia Live Chat Service. Kindly
be informed that each chat session lasts for 10 minutes. Please keep your
questions reasonably brief.
I just want to confirm that the following statement under the
refund section is valid? “For example: Please note that this process may take
up to 30 working days and will be credited to the original mode of payment for
the booking. In the event there is more than 1 guest in the confirmed booking,
the refund will be made to the person who made the purchase. No refunds will be
made to third parties.”
That means, it takes 30 working days for refund to be applied
and the refund will only be refunded to the person who made the payment of the
booking.
It is true???? My case already 58 days. Nothing happen.
May I have the case number please?
I already forward many time but the same answer I get is:
"Still in the progress". Are you going to tell the same thing?
May I have the case number please?
CAS-2553856-XHT1SQ (S6ELRC) and CAS-2553866-69XQCY(GD3QPX)
Thank you, let me check them out. One moment please.
To avoid the misunderstand, may I suggest you to change the
refund statement from 30 working days to 60 working days... else it is wasting
my time and your time to repeat the stupid thing. Are you agree?
I appreciate your feedback. We are making it 30 working days to
speed up the refund process.
The amount for refund is small. I may not interested at all. My
consultation charges usually is more than RM 200/hours. I spend time on this is
to help AirAsia to remain the title of :World's Best Low- Cost Airline".
I understand your frustration regarding the matter, I have been
in the same situation before. Sorry for the inconvenience. I am now emailing
the respective department as we speak.
I hope that will not to see the 30 working days again since
AirAsia are not able to deliver as what promised. Just to remind you, bad thing
like this never happen in MAS in the past 20 years.
I get your point.
Now comes the conclusion: AirAsia manages to offer very cheap air ticket but later you will get the "cheap treatment" also. If the fare difference is not too much say within RM 100 for domestic, we better go for MAS. Paying just a little bit more, you will be treated like a human.
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