Monday, April 6, 2009

AirAsia On Time Guarantee Is Bollocks
All the jive about on time guarantee from AirAsia is pretty much ho-hum for their customers these days. I think everyone who has taken AirAsia would've experienced some form of flight delay (or in AirAsia's term, "re-timed").

AirAsia says that should your flight be delayed more than 2 hours, you're eligible to get the RM 200 voucher and that they will contact you within 3 working days.

It's been a week since our flight delay from KB - KUL. And not a word from AirAsia at all, not even a fart. Calling their customer service hotline have proven to be a futile attempt, as you'll be put on hold for so long, the line will eventually be cut off. Ah, yes... Cheap airlines with even cheaper customer service support!

Some of my friends have been telling me that it's hopeless and that we won't be receiving the RM 200 vouchers, so I might as well just give up trying to contact AirAsia. There isn't even a proper form or section in their website to submit the claim, only a general feedback form, which probably goes to some black hole. But keeping quiet and just sucking it up would be equivalent to letting AirAsia get away with their pathetic excuse of an airline. As paying customers, no matter how small, I believe we should be treated better. What more with the bold promises the airline has made.

Ok, I can hear some of you saying don't waste your time, it's hopeless yada yada. Sure, we could take another airline for our next trip. In fact, when we made our bookings, AirAsia wasn't the only airline we had in mind. We had actually compared the ticket prices of 3 airlines: AirAsia, MAS and FireFlyz. Just so happen for the dates we were looking for, AirAsia had the lowest fares. Had MAS had the lower fares, we would've gone for them.

Some of you might also add, you get what you paid for. Cheap fares means cheapo service, so suck it up. Does that mean that everyone that takes AirAsia deserve such treatment? The reason AirAsia focuses on making their fares lower than other airlines was to give everyone a chance to fly, wasn't it? Irregardless of your wealth/status, AirAsia tries to give low fares so that everyone could enjoy traveling on a lower budget. But this also goes to show that, with the low fares, your customers will also be showed extra low service (or no service sometimes).

It's not so much the value. It's more of the principle.

6 comments:

Say you're wasting your time? Me not one of them. Go get 'em, Oliv!

rkaru: i got a reply today LOL

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Ontimeguarantee is now automated where our call centre will get in touch with you directly. Sri will revert to you.

Kind regards,
Tony
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I will continue to "kacau" them...

LK: yupyup. i wanna see if this "Sri" from AA will email us.

Yes, my mom experienced the same thing. The stewardess announced in the flight that we can claim for the RM200 voucher. It was a flight from PEN to MES. I email to ontimeguarantee@airasia.com.
What I get is the feedback from the postmaster 'inbox too full... please send again later...'