Even 70 min. before departure is too late. even for domestic

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Guest's review of Air Asia

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“Even 70 min. before departure is too late. even for...”

Written on: 29/12/2012

System and Staff too disorganized! AirAsia staff misguides us! I missed a flight at KUL even though arrived at airport 70 minutes before departure, and even though domestic flight.Very uncomfortable and wasted one entire day of precious holidays. Never want to use AirAsia again!

What happened:
Our flight was 7:00AM from KUL to Kuala Terrenganu on Dec 29 2012. We arrived at the airport at 5:50AM, finished checking- in at 5:55AM by using self-checking-in service. This timing is not late at all. Now we finished checking-in, all we needed was baggage drop. As the screen told that we should proceed to the counter ‘52’, we followed the direction to go there. The direction was wrong. The counter was still closed. More than 10 people, including us two, had to wait for the gate ‘52’ open. At 6:00AM, One female AirAsia staff told us, ‘Join either of the two lines’ next to the 52. We followed the direction and joined the counter ‘48’. After having to wait 30 min. for our turn, finally we made it to the counter ‘48’. The male AirAsia staff told us that it was too late for the baggage drop. He said ‘You were in the wrong line. Announce said all passengers for Kuala Terrenganu have to go to the service counter 68. It is your fault.’ We got very indignant. How can we doubt the AirAsia staff’s guidance? How can we carefully hear the announcement in this noisy environment? How can we imagine that the counter changes in the last fifteen minutes? He said ‘If you go to the counter 68, they can let you into the 7:00AM flight.’. We believed him and grudgingly went to the counter 68. It was already 6:30. Then, he was also wrong. Even though we joined the line for the counter 68, we felt it will take too much time until our turn comes. We explained this situation to two male AirAsia staff with the ‘trainee’ jobtitle walking around at the floor. The two staff told us that they cannot do anything and that we just have to join the line for counter 63-65 and wait. They stubbornly rejected cooperation. We asked one more female AirAsia staff. She said the same thing but she (unlike the stupid two male staff) referred us to the other female AirAsia staff at counter 65. Then, the female AirAsia staff was the very person who guided the wrong counter and made us miss the flight. We pointed out that she and AirAsia misguided us and that she and AirAsia have to let us into the 7:00 flight immediately. Two more Malaysian passengers, incidentally in the exactly the same environment, said exactly the same thing to her. We passengers insisted that we arrived at the airport fairly early (70minutes before the departure) even for the domestic flight and that denying our boarding is very unreasonable. The female staff stubbornly denied her mistake and stubbornly insisted that we should move to the next flight at 20:00PM. We didn’t waste our precious holiday due to the AirAsia’s mistake. After the lengthy argument, the female staff said to us, ‘As a AirAsia staff, I cannot take any responsibility. It is your fault. Even if you continue this conversation, the same words come out from my mouth forever’ Finally, we decided to move to the next flight at 20:00 and decided to waste our one entire day of our precious holidays.

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Jattgv's Comment

Written on: 20/07/2013

I know how you feel. I was treated by Air Asia in a similar way. They make a mistake but take no responsibility and then lie to try and blame the customer. I hope more people will warn others not to fly Air Asia.

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