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Beware of Air Asia's pathetic customer service

Travel Forums Asia Beware of Air Asia's pathetic customer service

1. Posted by hughden (First Time Poster 1 posts) 10y

Air Asia offers very reasonable flights around Asia, but when things go wrong, you may not get the service you expect!
Five weeks ago I flew from Bangkok to Kuala Lumpur with Air Asia. Upon arrival at KL airport, I discovered that my check-in bag had been destroyed, some of the contents were missing and many of the remaining items had been severely damaged.
Air Asia's response was that they would give me a new bag, but not for another two weeks! With no luggage available for my return to Bangkok three days later, I was forced to purchase a new bag myself in KL. The replacement bag promised by Air Asia never arrived; neither have they provided any response to my several e-mails to their "Guest Support" department requesting compensation for my damaged possessions and for the replacement bag.
It would appear that the price you pay for low-cost travel is very low-quality customer service.

2. Posted by vegasmike6 (Travel Guru 3562 posts) 10y

Hugh;
I flew BKK-HaNoi on Air Asia and had no problems. They do charge for food/drink and it is strictly low budget in every aspect. With the cheap airfare comes customer service is probably not up to regular airline standards. The price we pay for low fares.

I would send them certified letters and perhaps they will respond better. Let them know you are going to post how they deal with this problem on travel forums.
Worth a try. Good Luck.

3. Posted by drixo (Full Member 48 posts) 10y

I have flown Air Asia quite a few times, and never had any problems.

Having said that, this is not the first bad story I've heard. It's the same with budget airlines everywhere. Ryanair in Europe is coming in for some very bad press recently, as has EasyJet in the past. If you buy dirt cheap tickets you do run a higher risk of something going wrong - or perhaps more accurately, you run a higher risk of not being looked after properly if things do go wrong.

I also always feel slightly uncomfortable with the way budget airlines refuel the plane while you're boarding...

Another thing to note about Air Asia is that their luggage allowance weight is only 15kg rather than the usual 20kg. This caught me out once, and I ended up paying more in extra luggage fees than I would have done if I had just booked my ticket with Malaysia Airlines!

(plus they sponsor Man United, which puts me off flying with them...)

4. Posted by karazyal (Travel Guru 1653 posts) 10y

Quoting hughden

Air Asia offers very reasonable flights around Asia, but when things go wrong, you may not get the service you expect!
Five weeks ago I flew from Bangkok to Kuala Lumpur with Air Asia. Upon arrival at KL airport, I discovered that my check-in bag had been destroyed, some of the contents were missing and many of the remaining items had been severely damaged.
Air Asia's response was that they would give me a new bag, but not for another two weeks! With no luggage available for my return to Bangkok three days later, I was forced to purchase a new bag myself in KL. The replacement bag promised by Air Asia never arrived; neither have they provided any response to my several e-mails to their "Guest Support" department requesting compensation for my damaged possessions and for the replacement bag.
It would appear that the price you pay for low-cost travel is very low-quality customer service.

What's that old saying - "penny wise - pound foolish!" Someone, somewhere ends up getting the crappy end of the stick, I guess it was your turn.

Sometimes flying on a major carrier does have it's good points when resolving damage problems like you encountered.

You can also contact TAT (Tourism Authority of Thailand) and voice your complaint.
E-mail address: center@tat.or.th (one of several addresses - Google TAT for more.)

TAT has an office in London. Perhaps they can also advise you on how to make your claim. Read the back of your plane ticket folder/envelope for claims resolution.

Don't lose any of your paperwork.

5. Posted by Laura_B (Respected Member 352 posts) 10y

I experienced a delay with a flight from KL to Denpasar, customer service was pretty poor, nobody would tell us what was happening. I'd say they're quite similar to budget airlines in Europe such as easyjet & bmibaby. As they say "you pay for what you get!"