I have booked the ticket to Yangon and Guangzhou. The airasia not only change the changing date fee, they will still forfeit the insurance fee and reserved seat fee RM25. If you reserve again, you still have to pay another RM25 and RM21 for insurance. It is really not fair to customer! I am really not satisfy with it.

A PAINFUL EXPERIENCE WITH AIR ASIA IN KLCC - 6 SEP 2010


Having seen a lot of attraction in media and in the web I have booked a return passage for my family of 3 (includes 4 year old baby girl) from Brunei – KL – Kolkata, and have paid the required fare as per airlines policy, eg; extra baggage over 15 kgs, selecting your choice of seat, ordering your meal etc etc. For your information, I have travelled approximately around 30 years now with several airlines, but with Air Asia it was my first trip and will be the FINAL ONE. To be more accurate, we have extra baggage and have paid for the excess baggage fare in Kolkata without any concession so far (as other airlines provides for travelling in a group or a family). The following day ie; Mon 6 Sep 2010 have booked (3 months in advance in May 10) for KL – Brunei at 1310 hrs, now, here begins the real policy of Air Asia and its’ miserable management, unhelpful and how to make money attitude of its’ staff. I along with my family checked-in well in advance at 1130 hrs (flt time 1310 hrs and boarding time 1230 hrs printed in our boarding pass) in ‘drop in baggage’ counter ‘S 14’ where I was asked to pay MYR 160 for 7Kgs + excess baggage. As our boarding time approached I along with my family had to go through ‘security check’ where all passengers of ‘mixed flights’ being checked (or harassed!!), where they were four of them checking passengers ‘hand baggages’, and we were interrupted and told to re-check one of the hand baggage which they said ‘over sized’, I then along with my friend rushed to counter ‘S 14’ where a very rude and unhelpful lady was attending passengers, as our flight was announcing boarding time I had to skip the line and requested this unhelpful lady to check-in my so called oversize hand baggage who flatly refused and asked me to stay in queue. By the time when my turn came, she said gate is closed for Brunei flight, then I complained to her, that if she has done it earlier it would not have happened. I then had no alternative and had to run through the security and immigration carrying my baggages and my baby girl bathed with sweats, as I gone through the procedures, my flight has left us behind. I complained to many officers on duty, all said it was all my fault that left us behind. Here I wish to express few of the points that other airlines follow that we know for flying with them many years. Firstly, as all other airlines, Air Asia should assume that checked-in passengers are already in the terminal and may be going through problem and must look for them, as all the details of checked-in passengers are already exists in their system. This they did not bother to do neither announced the names of the checked-in passengers. Secondly, if any passengers are stopped with this type of problems should be helped by their staffs as done by other airlines. My experience told me that I could see many passengers facing such problems running for help in the terminal and later found to be left behind. Then I was referred to counter No R14 where I found another ‘south indian origin’ attendant who was not even unhelpful but adding pain to the stranded passengers, from whom I got negative response. I then was asked to go to counter No S25 where according to R14 attendant, a ‘Duty Manager’ will be there to sort this problem out, I went there, here again another ‘Air Asia’s’ specially selected ‘rude’ and unhelpful attendant was attending, whom I narrated my problems, which does not seem to affect him and asked me to wait for his ‘duty manager’ to come, by the time, my 2 hours already gone, I was not aware where is my wife and small baby, (let alone for rest and food!!), I told him I donot have all day to wait for his ‘duty officer’, he just ignored me and did nothing. Finally, I had to take refuse in ‘Police Post’, where, at least got some helpful tones, and I was asked to speak with one of their officer over the phone, and was told that as this case is between the ‘air line and the passenger’, they would not be of any help. Within this few hours, I met up with many stranded passengers running here and there without any help by airline staffs, then I decided to solve this problem of mine by approaching through proper channel and went to ‘Air Asia’ office in the 1st floor, where I met a security guard who did not allow me to go inside, instead called another ‘Indian Origin’ a Punjabi young man who introduced himself as one of the managers, from whom I got same negative response, finally I had to go back to police again and wrote a report. Please note that by the time I made this report it was already 1630 hrs, 3 hrs and 20 minutes since my flight left us, still I was running for help without trace of my left luggages and my family stranded in some corner of the over crowded halls. Then the duty policeman sent two of his staff to counter R14 and submitted my report, where there was another man on duty ‘Jason’ who called me in his counter and finally wanted to help, provided I pay extra money ie; B$ 387, in addition to the previous return fare I paid for Brunei –KL B$ 728:90, B$ 65 for excess baggage, which totaled as B$1180.90, a normal return fare for any other ‘world class’ airlines. I have not mentioned about the extra hotel charge I have paid for another extra day in KL. So now you will have the clear picture how anybody can say this is ‘low cost’ airline. The reason, I am sending this report is not for the hard time I got from Air Asia, but for those who are suffering now and will and having hard time choosing this airlines, as I have witnessed people crying for help in the terminal, luggages off-loaded for checked-in passengers, growling staffs with greedy eyes how to make money out from troubled passengers. I assure all that with this sort of service in the name of ‘best low cost airline’, this airline is just after making money by looting its’ innocent passengers and this message must be spread wide and fast to save innocent people. I SINCERELY DISCOURAGE ALL INNOCENT FIRST TIME PASSENGERS LIKE ME TO GIVE AN EXTRA THOUGHT BEFORE TAKING THIS AIRLINES OFFER AND ATTRACTIONS!!!

Dear Sir,

My Name is Helen Nathalya, I'm one of the passenger of QZ -7717 (BKK-CGK) on 16th of August 2010. The reason im writing you this is ...I got an unfair fee which got charged on me. Here's the full story:

I bought the ticket (X9QR8Q) via internet without any luggage fee, because I just carried my cabin size luggage.but on my way back from bangkok, right before entering the waiting room, one of your staff stopped me and asked me to put my luggage on the weight and it says 11 KG, and the she asked me to pay extra for 4KG for 660 bath (169 bath/kg that's equal to Rp.45.000) and i paid.

As I arrived in Jakarta, I saw on your banner says:

A. Extra weight( means by already having a purchased luggage fee) will be charge Rp.45.000./KG
B. The luggage fee @ the airport is Rp.90.000 (up to 15 KG)

So I think that would be overcharged on me, I supposed to in point "B" (as i didn't had any purchased luggage fee earlier)

Now I want to ask for your responsibility for the case, Thank you.

FYI: I did see Mr.Rully @ terminal 3 on 17th of Aug in Jakarta airport and told him about the story.


Best Regards
Helen Nathalya

I am absolutely shocked by the complete lack of customer service and the totally inefficient processes I have experienced before even getting on a plane with Air Asia! On 2nd August I received an email saying my flight on 4th September D7 2007 (STN-KUL) had been cancelled. This caused me huge inconvenience trying to rebook flights, accomodation, transfers - not to mention the costs incurred. But the most painful experience has undoubtedly been trying to get a response or contact at Air Asia who actually knows what they are talking about. Even getting to speak to sometone has turned into a complete nightmare. On 2nd August I spent over 2 hours trying to speak to someone - I was even cut off twice by operators. Eventually I did speak to someone, they confirmed my flight was cancelled and booked me onto a new flight. Well, I thought, atleast that's sorted!

The next morning I received an email to say that I should disregard the email from 2nd August and my flight was not actually cancelled! Ofcourse, by now I didn't want our flights changed back, after spending a whole day and lots of money trying to sort things out. But what flight am I booked onto? I have emailed everyday since then and tried to find an actual complaints procedure but there appears to be no way of getting this information or a respose from Air Asia. This is totally unacceptable. All I can hope is that I am booked on the flight, but finding out that for sure is proving impossible.

The worste customer service I ever experienced!!

No wonder Air Asia makes a lot of money!

They get customers to pay upfront, come the flight day you missed the flight due to the "Now Everyone Can Fly" Airline inefficiencies and the money goes into their pocket with no refund.

Let me just relate my bad experience dealing with the "Now Everyone Can Fly" Airline on Saturday July 31st, 2010.

I was supposed to catch a 6.30 am flight to Hanoi, Vietnam from Kuala Lumpur to attend a business meeting. Arrived at the Airport at 4.50 am and I found out the Check in counters were long winded. There were no dedicated dedicated counters, except counters R3 to R7 which are multi flights check ins for Other South East Asian flights (ie: Yangon, Krabi, Ho Chi Minh, Phuket etc). One can imagine how horrible the queue is with no straight line & people walking in and out of queues as they wish! Hey! Am I in a wet market or something!

To make matters worse, the counters entertained group check ins probably by some tour agents. I noticed 2 persons wearing a tour agents shirt organising check ins for a bunch of tourists. Those in the group who were seen wandering and turn up late were also managed to check in thanks to the 2 tour agents & the "Now Everyone Can fly can Fly" Airline staffs manning the counters.

Passengers to be like me were stranded as the queue did not move fast enough. Unlucky to me as the clock showed 5.45 am and my flight to Hanoi leaves at 6.30 am. After almost 45 minutes queueing I just felt enough is enough and jump the queue and proceeded to the lady at the counter & She informed me to proceed to Counter R16 or R17 to meet the Officers as Counters R3 to R7 could only register check ins one hour before flights time. Pity me, I am being penalised for "Now Everyone Can Fly" Airline inefficiencies. Leaving me with no choice I approached counter R16 which is also seen haywire, with no proper queue. There were not less than 20 people waiting to be attended to but most look upset and disappointed. None of the staffs at Counter R16 seem friendly as most are in avoiding mode. To my dismay the One Officer by the name of Mr Vinod informed the Airport system was down and they could'nt register any check ins. I am getting more worried as the clock is showing 5.50 am. After 10 minute wait the system was still down and I again approached the not so friendly Mr Vinod. He informed that there is nothing much he can do as the system is still not restored & I risked missing the flight to Hanoi. I didnt give up and keep on begging. He made a short phone call to his superior I supposed. It is final I am going to miss the Hanoi flight. He explained that the procedure do not entertain late check in less than 30 minutes from flight time. The clock is showing 6.05 am. What is 5 minutes. Perhaps this people are trained such way so "now Everyone Can Fly" Airline can make more money!

Lesson learned ( I'm not sure whether "Now Everyone Can Fly" Airline will learn!) :
1. You dont have sufficient facilities to handle so many flights - Multi destination flights check in counters bogs down the queue system
2. You entertain group check ins by tour groups. So what happens to single or family travellers like me - again bogged down by the sucking queue system
3. No effort or courtesy to the counter officials to announce to Hanoi travelers to jump in the queue in order to avoid any miss flight
4. Do you penalise late check ins when your system is down - Perhaps it is "Now everyone Can Fly" Airline standard procedure to let customers slip off their flights

So dear Comrades out there just take note how arrogant some organisation or people can be.

This is not going to stop here, as I will writing to Ministry of Transport of Malaysia, Consumer Tribunal and some newspaper editor columns to highlight this incidence. It is not the money but in the name of consumer rights!

A Razak