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AirAsia is in danger of losing its loyal customers

Petaling Jaya...
Level Contributor
793 posts
44 reviews
AirAsia is in danger of losing its loyal customers

It is a sad day for me to write this about AirAsia. As a long time guest on AirAsia (I have more or less travelled exclusively on it for at least the past five years), I had great confidence in the able team lead by Dato’ Seri Dr Tony Fernandes. I have even invested some of my hard earned cash in AirAsia Berhad shares! One hot sultry Sunday night, all this came crashing down.

I could not believe this – what has happened to many AirAsia guests is now happening to me! In May 2009, I was overjoyed when I manage to book tickets to fly from Kuala Lumpur LCCT to Macau. I was taking my beloved mother for a well deserved holiday. I could not believe my luck when I managed to secure some “zero fare” tickets for this flight, as well as a return flight from Hong Kong to Kuala Lumpur LCCT. And so, I looked forward to our April 2010 holiday.

As a seasoned AirAsia traveller, I checked my flight booking status using AirAsia’s “Manage My Booking” facility at their website. I also monitored postings at the AirAsia Facebook page and Tripadvisor.com to alert me on potential problems that may crop up in AirAsia’s operations. I was saddened when I see the people who had encountered problems with their bookings and were not given very friendly customer service responses. Many had written out of desperation as they were not able to contact AirAsia’s call centre or their enquiries were brushed aside by the customer service agents. On Air Asia’s Facebook Wall, hollow apologies and telling them to contact their call centre is hardly what I expected to see from the world’s best low cost carrier.

AirAsia’s sister airline, AirAsia X also had some moments of shame when it had to suspend its Tianjin flights very suddenly. The newly launched Abu Dhabi services also suffered the same fate. These face losing episodes sent shivers down my spine. If AirAsia X can cancel a service so quickly after it was launched, is it no longer safe for me to plan my holidays well in advance? After all, AirAsia collects 100% payment upfront once the booking is confirmed. What if AirAsia failed to honour its part of the bargain? If I am forced to apply for a refund, I will need to wait many weeks to have my payment refunded. I believe that in some cases, refunds are not allowed.

These anxieties became real concerns when more and more complaints about AirAsia’s retiming and cancellations became regular features of their Facebook page. Instead of being a place to find out about promotions and other goodies from AirAsia, this page has become a place to read about other AirAsia guests’ worst nightmares. Little did I know that I will have my own little episode with my booking.

With my holiday looming on 6 April 2010, I did my own pre-flight countdown. I checked that all hotels are confirmed and booked, my itinerary for each day is finalised, my budget (very important for a budget traveller) are up to date, my foreign currency is procured, my taxi to LCCT is booked, etc.

On the fateful Sunday night of 28 March 2010, I logged into my AirAsia account and checked the flight schedule before I called my regular taxi company. Horror of horrors, my original flight AK52 departing early in the morning is no longer showing! Instead what was showing was flight AK54 departing some six hours plus later! Oh no the first day of my holiday is ruined! This is not something new – last year, the AirAsia flight to HongKong that I was on was also delayed. That meant that I arrived past midnight and my itinerary was compromised.

But this year, the long six hour delay will have a greater impact – I lost half a day of my holiday in Macau. Although I am covered by GoInsure, I am not sure if this kind of event is covered. I need to read the fine print!

As I sit here revamping my itinerary at the last minute, I am angry – angry that AirAsia has let me down. In my circle of friends and colleagues, I am known as the AirAsia “Ambassador”. I am finding it increasingly difficult to fulfil this role.

Each year, I tend to fly at least twice on AirAsia or AirAsia X. In 2010 I have not booked any additional flights. The last flights I booked in July 2009 for travel this year will be in June. I do not have any more forward booking beyond that. AirAsia is trying to maximise yields on their flights – that is why they cancel flights and consolidated the passengers onto the remaining half empty flights. This does not augur well for AirAsia as people will no longer be making as many long term forward bookings from now on.

I am still looking forward to flying with AirAsia and AirAsia X. I hope that they will restore my confidence in them – but right now, there is a very high chance that these will be my last flights with them for some time.

Paris, France
Level Contributor
5,144 posts
17 reviews
1. Re: AirAsia is in danger of losing its loyal customers

so sorry man, understand you completely!

I gave up on air asia a long time ago, it just keeps getting from worse to bad....

Air asia is fine for people coming into malaysia once or twice a year, buying a few cheap flights and then flying off again back home. But for frequent passengers and those who are looking for a reliable, on-time schedule - forget it. Fly malaysia airlines, not much more expensive than air asia, but more blissful...

Kuala Lumpur...
Level Contributor
3,168 posts
56 reviews
2. Re: AirAsia is in danger of losing its loyal customers

I sympathise. Sadly for us folk who live in KL (or Malaysia for that matter!), AK is (was???) a good alternative ... they fly to destinations that MH don't ... Krabi; Chengdu; Guilin etc. I think their rapid expansion programme has cost them to loose money too quickly ... and I'm not sure what they can or will do to make it better for their passengers. I've 3 destinations coming up ... one of which is 10 Apr (I only booked this 3 days ago) ... and I'm keeping my fingers and toes crossed that none will get canned. Perhaps the best way of booking LCC flights are to wait till almost the last minute? Ok ok so I know you don't get the best deals .. and for people who are too organised for their own good (yours truly included!), this uncertainty causes undue frustration.

Quite frankly, if MH flies to the destination in mind, I've always gone with them.

Level Contributor
8 posts
2 reviews
3. Re: AirAsia is in danger of losing its loyal customers

AirAsiaX... be careful.

Most recently, my wife and I were stranded in Abu Dhabi when AirAsiaX announced they were canceling service to/from Abu Dhabi in January this year. They didn’t notify us (their stranded passengers) until Feb 10th. Neither did they offer any accommodation nor answer our emails asking for help. We had to get back to Malaysia on our own. They won’t reimburse our additional expenses either.

They said they would refund the Abu Dhabi/Kuala Lumpur portion of our trip, but it will take them 30-50 days to process the refund. Such an attitude!

Watch out for these guys. If you are considering using AirAsiaX, It might be a good idea to develop a plan B... just in case.

4. Re: AirAsia is in danger of losing its loyal customers

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