I just tried on three separate occasions to book flights online for 6 of us to thialand. After all those filling in the blanks, each time after I am about to confirm my booking I get error message that the page has EXPIRED. I wish Air Asia would Expire!
Then they have added a complaints email address. However in order to leave a complaint you have to have a booking no. How to get that when it wont book in the first place. Then finally they have a PREMIUM LINE where you can call direct and talk to a customer relations person. The charge is RM 1.95 a minute. So I was so desperate I called. Guess what? They put you on hold listening to elevator music and an announcer comes on and keeps telling you that you are being charged….
I have tried booking online with AirAsia and failed because VeriSign are VeryCrep and would not accept by credit or debit card. AirAsia has a number of offices. In Bangkok in some malls, like the Tesco one near MBK. Also an office opposite KSR, and they do accept credit cards without problems.
I've flown them, had problems with them (including the same booking problem that Dodger started this thread with), but also had great flights and some very good experiences. However I've noticed that recently with all of their "add on fees" that they often are more expensive than some of their rivals who are more expensive and much more full service. That was especially true flying within Thailand and to KL.
You definitely need to shop around, and even air asia has decent customer service once you find the right person. They've bailed me out on occasion - but usually you need to head into one of their offices to get top service.
You are certainly right about add ons. The initial fare from Bangkok to the UK wasn't bad but for what I paid in the end, I could have gone with a much better airline.
My experience travelling with this airline company hasn't been all that smooth, either. Right from the start until to this day, there has always been issues with the payments. I use a debit card to pay, and it seems as if the company constantly declines my card even though I don't seem to have any problems using it to make other payments. Their online booking system is terrible and due to the huge amount of traffic it garners because of its cheap flights, making the final payment is time-consuming and it could make just about anyone rip out their hair in frustration. I mean, don't they WANT the money? Why make it difficult for customers to pay? How their business is still running amazes me at the gullibility of people who get sucked in by their low rate flights and their terrible, almost nonexistent customer service. I am SO done with this company. Not only that their online booking system sucks, everything in general about this company just gives me a headache whenever I book a flight with this airline company. I wouldn't dream of touching this airline company with a nine-inch pole if I didn't mind paying more on other airline companies but being a student with loans and debts to pay for does make you think twice about your situation..