Indonesia Airasia

How possible they won the Skytrax World's best low-cost airline? I have doubt with the result and assessment criteria.

On 6th Nov 2010, due to volcano ashes, more than 30 flights were cancelled from/to Jakarta Soekarno-Hatta Airport. We, the passenger of Airasia didn't even received a sms from them mentioning the flight was cancelled!

We only noticed that while we trying to check-in about 2 hours before the flight time. The counter was so clouded! No one was informed by Airasia that flight was cancelled.....

Just imagine, we queued for more than 3 hours to check with the so called "WORLD'S BEST" airline counter staff about the status but not even my chance to talk to the any of them, with the queue of not more than 6 persons in front of me! We ended to "catch" any Airasia staff passing by to enquire bout the arrangement. Again, we got to wait for more than 30 minutes just to get the replacement ticket done.

Well, we are not expecting anything, but at least a clear answer from Airasia - Flight cancelled, No hotel arrangement, No transportation, Replacement or refund of flight ticket........ I don't think this shall cost more than 10 minutes to each customer.

An excel organisation shall have plans, policies, practices........ Unfortunately, I don't see anything that Airasia practices. As a Quality Professional, I have doubt with their standard procedures. Do they really have processes in place?

We managed to catch our flight back to Kuala Lumpur this early morning, 8th Nov. Sad to say, another bad experience. The counter staff was like dreaming..... Averagely, he took more than 15mins - 20 mins to process a person's check-in who didn't pursues any special request! Can I suggest Airasia to replace all staff in their Jakarta counter? At least, this might assist them to maintain their reputation.

GOOD LUCK AIRASIA. Today, you lose at least 10 customers forever.........