Since I fail to contact to AirAsia via phone, their online feed back form, live chart ... I found their page in Facebook. I post comment and questions in their page, end up they delete the following post. (I don't know how to upload the PDF file here)

AirAsia page in Facebook: http://www.facebook.com/AirAsia?flyingspaghettimonster=search...1.1206104669..1

Topic: Guides for Free Seats Promotion! Check out if you need help!

AirAsia wrote:
Dear All Guests: We have summarized the Top 3 situations faced by our valued guests here:-
1) Help! I have a double booking! What should i do?
- Stay calm, our Customer Care will assist you. If you failed to call us at +603 2171 9222 (Inquiry) , you
can write in your details with PNR Booking numbers to maa_customercare@airasia.com. Please be patient
as our customer care is handling enormous amount of inquiries per every minute and hour.
2) How come my booking status is still on pending? What should I do?
- We have doubled our server's capacity and we have a team on fighting to ensure our servers are
running to serve all . Please check back after sometimes and monitor your mailbox for email confirmation.
3) I want to change my flight itinerary to the other dates. What should i do?
- You can make your changes at "Manage My Booking" in http://www.airasia.com.
All the best to you!
Best Regards,
AirAsia Facebook Team
Report
Post #


My 1st post:
I buy AirAsia ticket almost every month. Every time of the "Great Promotion", I don't see any
improvement.

Now early in the morning I bought tickets and I guess it has been confirm although I haven't received the
confirmation letter.

I make another purchase after that, then key in credit card detail and pass through secure code, problem
is it shows "Processing..." at https://auth.onlineauthentication.com.au/0/rbcxNMHi6
S6lKtN3VSwUQNDCAAA0/auth_sc_browser_authentication.xsl
This "processing" is showing for 120 MINUTES and still counting instead of 45 SECONDS. Now problem is,
1. Did AirAsia has received the amount?
2. Do I get the purchase?
3. Do I need to repeat the purchase?

IF:
1. I make another purchse,
- what if previous purchase done? Then I will have double purchase. AirAsia earn Increase.
- current purchase also cannot make it, do you think repeat order it will success? So after few days those
didn't get confirmation and those need to repeat later, the price increase, AirAsia earn Increase.
- if I want to make another purchase also cannot because it comes out blank page with error message.

2. I didn't make another purchase,
- Those have plan their trip will blame me if they don't get their ticket.
- Previous purchase tickets are a group of people together with this second purchase, if they want to
cancel ticket since half bought half cannot get ticket, AirAsia will not allow, AirAsia Earn All.

I have done,
A. Call to the center, engage, don't know they hang up their phone or really busy because I call whole
day, never success to get through and I am not even in waiting list to "listen music".
B. Want to use online live chat system, it also says "busy"... not success to connect.
C. Want to fill up the Inquiry form, I have no "booking number" as a required field.

If go to office,
I. Go to their office. What I know is, office never sell cheap ticket, they ask you go back to use online.
II. I remember the word I heard is "sorry ..."

Summary and Conclusion:
I wonder how AirAsia can received and process the order since all my friends who want to buy ticket ALL
says they are not success. Since everyone is hang in the middle, that meas theoretically no order been
done. This means AirAsia will not successfully get any sales when everyone jam online. So, just want to
ask is this am AirAsia trick to get attention from public and actually they have no intention to sell their
ticket with "promotion" price? AirAis claims that they have double their server capacity, my experience is, I
feel no different, or should I calm myself that the purchaser also double? After all the analysis, conclude
that AirAsia seems like no intention to sell promotion price, they just want to do publication. No matter
what customer do is a fool, they never wanted to hear or listen. They always says "dear valued guest",
valued probably by discriminating using the customer's money in the pocket. Their strategy is just increase
their profit. No channel for me to speak out, no direction for me to confirm, now I found Facebook. I
wonder how long this message can stay here and see any answer or explanation (besides busy) from
AirAsia and how Long it will takes?


My 2nd post:
Thanks for yours support. I know there are number of victim waiting the answer from AirAsia. You are one
of the victims.

I check back the discusstion topic in AirAsia page here, they just post a new topic:
http://www.facebook.com/topic.php?uid=1880...386&topic=11317

As usual as what I wrote previously but with slightly different word, this is they say "Please also be
patient as we will take times to process >1000 request per day." For me, I called whole day cannot get
through, so I wonder did anyone here able to call or get through and how many of you success? From
their word asking us to be patient, I feel like AirAsia is blaming us totally no patient. I wonder waiting for
the page to load more then 2 hour and still counting, at the same time keep on making call the customer
service for few hours and looking another solution to approach... all these doesn't show our patient
instead? Please define clearly what is your meaning of "patient" so that we can refer and behave ourself if
there is next time.

Read the topic AirAsia posted in page here, I found out they seldom answer your questions. I think you
don't expect any answer from them. What they will respond is something like this:
http://www.facebook.com/topic.php?uid=1880...=4191#topic_top
This kind of questions, asking where you want to go, where they can know where is the demand of the
destination, so they may mark up higher and earn better. It is obvious that they respond to almost
everyone who voice out where they want to go. When I read other topics which ask to solve problem, I
didn't see any solution. Do I miss anything when I read the topics?

As a consumer and guest, we don't purposely complaint when everything is in line. When we show our
dissatisfaction when the outcome different from what we expect. AirAsia says "Everyone can fly", but
then those try to buy ticket face lot of problems, the buyer don't feel the sincere of the promise. In fact
buyer feel they have been fool. They saw the advertisement, at first they might not thought of going
anywhere, then they start plan their trip with children, family, friends and so on. For example when they
promise to their children, parents, or friends for a trip, I are not able to get exactly what they want. Not
every person like to fail their promise especially to their love one. Problem is, what can they do when
AirAsia give them a hope and then ruin their happiness and hope almost instantly. While their hope fade,
how they face or tell their love one that they cannot fulfill their promise? So if you cannot fulfill, don't
promise.

When we tell AirAisa, that means we still hope it improve. I personally will not easily speak out with the
reason this will let the listener learn. When they learn they will improve. If I don't hope you to improve, I
will not say anything. Do you simply teach people to help them improve?

Frankly, all this while, I support AirAsia because it broken down the monopoly of MAS which they never
listen to the voice of the guest and customer. They do their own style and they thought they will always
control the market. AirAsia started with a difficult situation. I saw Datuk Seri Anthony Francis Fernandes
personally approach to the guest and help in the Airport to understand their needs and listen what is their
opinion before. Recently this kind of attitude fade. I wonder this is personal or corporate mutation.

There is a inquiry form recommend by AirAsia Facebook team with title "Use this if you failed to contact
Customer Care Hotline". This proof that they never pay attention to the feedback from the guest. I wrote
it above that this form is useless,I repeat here, why useless is because "Booking No/Case No/Baggage
Report No" is a required field, first line, I already don't know what I should fill in here. Refer to my
previous case, lot of people totally stuck in the middle, credit card says processing, but there is no other
info. what should we type in this field please?

In this topic, AirAsia has start this discussion topic more than 24 hour, did anyone see any answer or
respond? Haiz.. take care everyone, especially victims. Cheer up and don't spoil your day.

Oh, now the guard can "stamp" liao ah? Last time, the guard is the one that asked me to go and stamp first.

Like that, why bother to "stamp" ah?

---

Added on November 14, 2009, 12:07 amIf you've already bought the tickets, and not allowed to change the flight/date/time, then no choice liao.. You just have to pray that all goes well. Once arrive at LCCT, quickly make your way to the international departure for check in. May consider web check-in at home first.

I suggest that you DO NOT check in any baggage at Senai.

If you booked the tickets many many months ago, check your booking periodically to make sure that the flights' are still as scheduled when you booked. Hopefully, they don't siao siao change the Macau flight to earlier timing. If they do, you can approach AA to change the flight to LCCT, without charges.

This post has been edited by Ami Tsun: Nov 14 2009, 12:07 AM

any of you changed ticket time before? is it chargable?

Guys anyone have book free ticket from air asia website?
I'm trying to book a ticket but cannot get to the page that got the booking part.
Help me guys..

everybody can but u cannot? hmssss.. ur line must be very bad...BTW, if this happened few days ago I belip u..but now normal already but too bad, most of the RM0 tickets have been grabbed except bad destination (Jakarta- Malingsis punya pasal) & bad timing...

Sad oo...
How much the difference between the free ticket & normal ticket?
I mean even for free ticket you still have to pay for other things all right?

their website is accessible, but their hotline is not. keep saying "for english press 1, tekan 2 untuk bm"..looping

^Maybe failed prorammer made it?
I tried the hotline too.Even worse,cannot get anyone to pick it up.

This post has been edited by super_evil_alien: Nov 15 2009, 12:36 PM

You will need to pay for the airport tax only and some fees if you pay using credit / debit card. (better pay using maybank2u to avoid the extra fees.)

Yeah as others mentioned, the other thing is airport authority tax for AA. it's only RM6 nia on local airport..that wan u hv to pay no choice...otherwise choose back from Cambodia, brunei or Indon bcos those locations, AA dun charge integrated Tax,,,it's direct charge by those countries airport...BTW, Cambodia charged US$25 tax upon departure hor & Indon Rp 150,000...hehe u dun pay now but suffer later...

Dear forumers, I would like to ask, if we book AA ticket, but we didn't board on the flight. Means cancel the flight, can we get back at least the airport tax or just burn the ticket? Thanks.

burnt..

Same here, their phone system is on purpose not working fine or Air Asia is getting lousy phone service provider...

Anyhow, there is an alternative way to contact Air Asia..

Here are the steps:
1) Browse to Air Asia website (http://www.airasia.com.my)
2) At the left hand side, login into the Air Asia website
3) Click "Home" to go to Air Asia main page again
4) At the left hand side, click "Live Help" and you can web chat with Air Asia support
btw, their support hour is from 9 am till 6 pm daily...

burn.. every single cent.

Lets complain to NCCC (www.nccc.org.my).

There are some option like Pick A Seat, which cannot be made if you choose to pay by direct debit.

Pick A Seat fee is RM5 per person per way. That means I will be charged RM10 for return air tickets. Then, I cannot pay using Direct Debit. I have to use credit card and pay extra RM5 per way = RM10 return.

RM10 + RM10 = RM20. That means I have to pay RM20 instead of RM10 for pick a seat.

It is AirAsia choose to invest much in the payment system, not me. If they invest in upgrading the payment system, they are the one who should pay, not the passengers. The cost of payment system strongly non of passengers' business.

So, during the no free seats promotion period, are they going to tell us that the non-free fare we paid not enough to cover the cost of payment system? I strongly 100% wouldn't believe this.

They better cancel this RM5 convenience fee. Else, next time when I buy AirAsia ticket, if they charge me this again, you will see my complain in NCCC website. I am very serious.

CS Chong..why so frust when all of us getting so cheap? No matter how u add up those xtra cost..It's still cheap!...I even willing to add up the nice nasi lemak & also the seat numbers bcos, they do penalise those dun book their seat upfront....They seperate families!!...

yup you can only get back your airport tax

The cost for Pick A Seat per way per passenger is not RM5 anymore. It is RM10 because we cannot use direct debit if we choose a seat.

Plus, not everyone in this world know how to do direct debit. not everyone in this world registered for internet banking. Some Malaysian still use overseas bank (HSBC, OCBC, UOB, etc) in Malaysia which does not support the direct debit option offered by AirAsia, instead of using Malaysian based banks like Maybank, Public Bank, etc. So, how are them going to choose direct debit if they want to waive for the fee? Are they willing to switching from their favorite overseas bank in Malaysia to a Malaysian bank just because want to use direct debit?

How about the Malaysian who only have Malaysian bank account and wish to book for the one-way flight which depart from overseas to back to Malaysia, or doing multi-cities booking which return from different city? I think most of you know that AirAsia website does not support multi-cities booking. That means people need to book multiple one-way flights.

With AirAsia, your transaction are done in overseas if you book a flight depart from overseas.

Imagine that a person travel from Kuala Lumpur -> Bangkok -> Phuket -> Kuala Lumpur, but don't want to use credit / debit card because don't want to pay the convenient fee, the flight from Kuala Lumpur -> Bangkok can be paid by using direct debit because he/she has a Malaysian bank account. How about the flight from Bangkok -> Phuket and Phuket -> Kuala Lumpur? How can he/she book for these flight because don't want to use credit/debit card?

You can say that I am thinking too much. But, before we make any decision, we as the decision maker reserve the responsibilities to consider a lot of things. Same to AirAsia, they must consider the inconveniences stated above.


An airline company, including low-cost carrier, should only follow the good things done by other airline company, and should not follow the bad decision done by other airline company.

Do you think what are the purpose of people complaining about AirAsia?

The purpose of us for complaining AirAsia is for AirAsia's own good, let them improve, and helping AirAsia to improve until become the world's first low-cost carrier rated 5 stars status by Skytrax. When AirAsia become the world's first low-cost carrier rated 5 stars status by Skytrax, this is not only the proud of AirAsia, but also the proud of Malaysian.

But, if AirAsia still proceed with all their current decisions and not improving, no need to talk about becoming the world's first LCC achieved 5 stars ranking by Skytrax, they not even have the chance of given 4 stars status by Skytrax.

Just pay for the convenience fee sajalah..what is debit card also i dun know as i dun own anyh only credit card..but 1 thing for sure, AA tickets getting cheaper!! Last year I book AA FOC fare too but that time having admin charge...So still paying RM60/ticket per pax..retrun for the cheapest ticket, now after they realise the admin fee affecting them, they start charging convenience fee to cover CC chartges & etc..but yet still cheaper thnan their previous admin/handling fee.. and now ppl can get RM22/ticket/way or ~RM30++ if those include the seat...still cheap wat...compare wth last year rate..why still ranting?

I think if u check wth frequent buyers of Air asia tickets including me, they will confirmed how much cheaper AA getting comparing to years ago....I started using AA during their inceptioin ~2001...I was so happy getting Langkawi ticket at ~RM150 cheapest that time..now at current price...u can fly to langkawi net at RM22 return..that's super cheap liao...try asking regulars AA here except those 1st timers & those memang MAS supporter..

However ny saying this, does not mean AA dun have it's shortfall...i.e frequent flight changes, delays, lousy telephone call ctr & etc..but for sure their promotional rate..kenot be challenged liao...

This post has been edited by stimix: Nov 16 2009, 06:15 PM

u 2 seem to be arguing on a totally different matter