Episode 3.

Yours truly isn't sure which is doing a better job of riling her up - tests and assignments due in university or this unnecessary episodes.

Thank you for emailing AirAsia.

In response to your email, we appreciate that you understand our policy on check-in counters. However, we are regret to inform you that we are unable to check you in as it is already late.

In regards to your unused ticket, you may request for airport tax refund. Should you wish to have airport tax refund, kindly write in to us and we will further assist you.

Thank you for your understanding.

Should you require any further assistant, please do not hesitate to write in to us or contact our call centre team at http://www.airasia.com/my/en/contactus.html.

Thank you for choosing AirAsia.

We are looking forward to assisting you better in the next given opportunity.

Does anyone feel like these episodes have occurred before and yours truly is reading off prepared templates? Seriously, why repeat everything that has been mentioned previously and the assumption that yours truly only wants an airport tax refund?? All these noise just for a refund of RM25 in airport tax? How else can yours truly emphasize the fact that YOURS TRULY WAS IN THE AIRPORT 1 HOUR BEFORE DEPARTURE AND NO LAST CALLS WERE MADE FOR THE STIPULATED 45 MINUTES? That and the fact that yours truly has to write in to AirAsia again via the online feedback form a 4th time to obtain further assistance could really send a reformed Freddy Kruger on a rampage again.

-
To Mr./Miss - ,

Thank you for your email. Kindly escalate my emails to your legal department or a manager directly under AirAsia's employment. I believe that my claims will be out of your jurisdiction or scope of assistance as there is only so much you can do employed under -. Thank you for your assistance.


To whom it should concern,

Please refer to the statement below from the previous reply sent to me by your Customer Service Executive:

However, we are regret to inform you that we are unable to check you in as it is already late.

Please do not waste my time repeating facts. Your employee has been replying to my feedback forms with reference to either a prepared reply template or his/her manager. If being polite doesn't seem to get the message through, let me emphasize in the clearest way possible.

I WAS AT THE AIRPORT 1 HOUR BEFORE DEPARTURE AND THERE WERE NO LAST CALLS FOR CHECK-IN. YOUR TERMS & CONDITIONS OF CARRIAGE STATES THAT COUNTERS OPEN 2 HOURS BEFORE SCHEDULED FLIGHT DEPARTURE TIME AND CLOSE FORTY-FIVE MINUTES BEFORE THE SCHEDULED FLIGHT DEPARTURE TIME. Replay your security camera recordings if necessary. The communication I have had with AirAsia so far contains element of indirectly blaming me, your customer, for not being right.

If AirAsia's last call courtesy is only extended to Hanoi-bound passengers and not Singapore-bound passengers, not only do I DEMAND FOR THE AIRPORT TAX REFUND, I WANT COMPENSATION FOR THE LACKADAISICAL SERVICE RENDERED. For confirmation of your record and mine, this is the 3rd time I am filling in an online feedback form just to get a response on my case. KINDLY EXTEND THE COURTESY AND COMMON SENSE FOR ME TO GET IN TOUCH WITH A REPRESENTATIVE THAT HAS SOME JURISDICTION AND AUTHORITY IN THIS SITUATION.

Regards,
Yours truly.


-


The customer is 

always 

right. 

Even if they are not, do not let them think that you're placing the blame on them. Every man has a wild beast within. The nearer a man gets to being a beast, the less he knows it. Beat the animal, but you can't make it think.

Episode 2.

So, yours truly isn't sure if dinner actually went down the right way or even taste at all.

Thank you for emailing AirAsia.
 
In response to your email, please be informed that check-in counter will be closed 45 minutes prior to the departure time. By referring to your original departure time (0615hours), the check-in counter will closed at 0530hours. So, arriving check-in counter at 0515hours did not provide sufficient time for us to assist you in checking in as there was only 15minutes to closure of check-in counter.

Moreover, the check-in counter was a common check-in counter where passengers of various departing flight will check-in at the same counter. So, this will lengthen the queue and 15mins is certainly insufficient. Normally, should it be a specific check-in counter, we will try our best to accomodate passenger's request in checking in to avoid miss flight. However, as for common check-in counter, we will close the check-in time at 45mins sharp prior to departure to avoid continuous delay.
 
For your information, the last boarding announcement will only be announced in the boarding hall. The location of the check-in counter is far from the international boarding hall. Hence, the announcement will not be able to reach you.
 
Trust the above explainations help.
 
Thank you for your understanding and support towards AirAsia.
 
Should you require any further assistance, please do not hesitate to contact our call centre team at http://www.airasia.com/my/en/contactus.html.
 
Thank you for choosing AirAsia.




Yes, yours truly is aware of the distance between the check-in counters and the international boarding hall, thank you. No, the explanation did not help. Kindly explain why were there numerous calls for flight bound for Hanoi at 0630 hours between 0525 hours and 0555 hours but none for Singapore within the stipulated 45 minutes. Is this a show of preferential treatment? Do Hanoi-bound passengers have the luxury to be paged multiple times for their flights but not Singapore-bound passengers? Last calls take place both at the check-in counters AND the boarding hall as yours truly had the privilege to be present at both places from 0515 hours to 1145 hours on Sunday due to an alleged missed flight and a delayed flight.

Talk about being cheated of promised service and hinted of ignorance and probable stupidity. Reminders on the 45 minute stipulation is just a waste of time. Let's all beat around the bush. Why assume the customer would be interested to call the call center with the existing reputation of it? Was yours truly supposed to be happy with the above explanation and expected to spend further by calling AirAsia after the sum of RM341 on Sunday? Tsk.

Patience, Freezing Toes.

Having to 'hang out' at LCCT since 0530 hours is not an experience yours truly would care to repeat. Give yours truly KLIA any day. The only bright light in this already darkening day is this 2-hour free wi-fi for passengers' usage. So what IS yours truly doing here typing away in front of gate T3?

--

To Customer Service Officer,

I hope this email finds you in good health. At this exact moment, I am waiting for my delayed 1010 hours flight to Singapore after an unpleasant experience at the AirAsia check-in counter.

My original flight - AK7** bound for Singapore, was scheduled at 0615 hours. Sent by my mother and sister to the airport, I confirmed with the departure board that the counter to check-in was at counter R6. However, to my understanding, the row of counters there were 'common check-in counters' and as such passengers could queue in any of the lines. While waiting, I heard numerous calls for 0630 hours flight to Hanoi. At my turn, the attendant informed me that she was unable to check in my luggage for the flight as it was already closed. She then directed me to the Service Counter to speak to the manager. All these took less than 5 minutes.

After a short wait at the Service Counter, I had the luck to be attended to by Mr. A who informed me that flight AK7** was not accepting anymore boarding passengers as it was already 0600 hours. He graciously pointed out the reminder on my flight itinerary that check-in counters close 45 minutes before flight time which I agreed on. My argument was that there were no 'last boarding' calls in the period that I arrived at the airport roughly at 0515 hours, walked into the airport, screened my baggage, waited in line for about 2-3 minutes, walked to the Service Counter to enquire about check-in baggage fee payment, and returned to queue at R8.

Mr. A explained to me that I should have moved forward to the counters directly by 0530am if there were no boarding calls for my flight as I had the right to. I agreed to his logic but as there were only 4 counters opened and swamped with passengers, it did not cross my mind to do so. Mr. AL who was beside Mr. A spoke up to say that he made the last boarding calls at least 3 times with the last call made at 0545 hours. I presented my arguement to Mr. AL and Mr. A again but Mr. AL insisted on his actions.

Please understand that I do not fancy being indirectly called a liar at the wee hours of the morning. Doubting that perhaps I was at fault, I checked my mobile phone. At 0533 hours, I sent a text message to my friends while waiting in line, that I was queuing for my turn to check-in and that I was looking forward to meeting them again in December. At 0535 hours, a friend replied my text wishing me a safe journey. The time stated in my mobile phone follows Maxis time. At the AirAsia sales counter, the time shown at the display screen dispersed my doubts - my time is similar to the airport's. Mr. A offered some consolation and advised me to write in a complain via email. He could not put me on another flight and insisted that I purchased a ticket at the sales counter.
 So if Mr. AL made the last boarding call at 0545 hours, which timing was he referring to? Are the clocks in the airport not synchronized? Did he mean to say that AirAsia check-in counters and sales counters had different timing?

I bought the ticket for AK7** on 4 August 2010 for RM44. This morning, I had no choice but to purchase a ticket on flight AK7** for RM267 plus RM30 to check-in one baggage. This difference of RM223 is no small amount for me. I am only a student awarded with a grant and bank loan to study in Singapore. Just to board a flight on AirAsia to Singapore has cost me RM341 in total. I have had the pleasure of flying with AirAsia prior without any complaints or regrets despite contradictions from family and friends about AirAsia airport services. This experience however, has left a very negative dent in my impression of AirAsia.

I would appreciate it if you could kindly look into this matter.

 
Regards,
Yours truly

cc. Dato' Sri Tony Fernandes



--

Thank you Jesus for Saral replying to my text. Apologies to Tze Ning for having to cancel lunch date. Anouncements via crappy microphones and rude security guards - are these to be Malaysia's trademark?

Yours truly: Excuse me..
Security guard: Apee?? *greatly annoyed look*
Yours truly: *holding in temper* Do you know where is the AirAsia sales counter?
Security guard: Go out and turn right.
Yours truly: Thank you. Ha kepala otak ko!! Apa?? Ko sorang je penat? P*****k c***i betul.

At least yours truly has Stitch under her hoodie for company. Oh, a reply has come. Does anyone know why yours truly chuckled at it?

Thank you for your feedback. Please rest assured that we have looked into your case matter and are in the process of resolving it as soon as we possibly can. We will also contact you IF there is a need for further clarification.



We thank you once again for your time and patience.

The airline that cares,
AirAsia

Yours truly can see the long week ahead. *sighs*


p/s: Notice yours truly's 1010 hours' delayed flight?