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[Voyager]

BKK-MACAU. Air Asia is a company of contrasts. Usually their flights are either late or canceled, especially during the peak season. However, on 3 Oct. 2007 I (and other passengers) had the most unpleasant experience with this company. The flight departed earlier, leaving 4 passengers (including me) on the ground. Worst still, the plane left with my luggage! It was the last flight to Macau on that day, and this event well exemplify the inconsiderate attitude this company has towards their passengers. I arrived at the airport early and checked my luggage one hour before the departure time (17.20). However, I spent around 20 minutes lining up at the immigration and, as security nowadays is becoming tighter in all airports due to the new regulations regarding carrying liquids, the waiting time at security checkpoints are unpredictable. At any event, 10 minutes before the departure time we were already at the last stage ready to go to the gate when an Air Asia staff arrived announcing for our astonishment that the gates were already closed and the plane gone! Just like that. No announcements or calls. After a long and heated argument with Ms Orawan Yuyen, the executive on duty (who threw on my face that despicable attitude of "it is not my business because you did not show up at the gate in time"), I eventually got a refund of the price paid for the BKK-Macau leg, as a sort of "compensation" for the mishandling of my luggage. That's all. However, without my luggage it was virtually impossible to remain in Bangkok one more night and I had to buy at my own expense an Air Macau ticket to come back home. Coming from a company whose service is far from perfect, this attitude is utterly revolting. As in the past (in 2005 we had a similar situation in BKK when we had to wait over 5 hours for a flight and in the middle of the pushing, shoving and running, an elderly passenger was injured). I wish we passengers could be heard by the IATA authorities and other international aviation organizations in order to apply some sort of penalty to this lousy company. Try to avoid Air Asia at any cost.

[Voyager]

I would like to add few more considerations about my previous post regarding Air Asia. Many people talk about the smiling flight attendants, the leather seats and the cheap prices. Notwithstanding the truth in the above, it is important to look at the overall performance of the company and other relevant aspects, such as safety and comfort. Yes, the tickets are cheap only IF you buy them online AND with plenty of time in advance, let's say, one or two months before your planned departure date. In case you purchase your ticket few days before your departure date you will have to pay almost the same price as of a regular airline,with the disadvantage that you will get nothing different: no refund policy, no seat allocation and the non-professional attitude I've mentioned on my previous post. Another important issue is the seat allocation. The system of no reserved seats simply does not work in Asia, as the local people has different cultural standards. In 2005 I have witnessed one of the most terrifying scenes I ever saw in a airport: the flight was delayed five hours due to some technical problem. As the new departure time was announced, the unnerved crowd run massively towards the boarding gate, shoving and pushing each other. Children were crying, people shouting and the Air Asia staff was completely unable to control the tired and enraged crowd. It was a complete chaos. Of course, people appreciate Airasia’s efforts to cut costs and offer their services for a reasonable price. However, I have always felt that passengers had every right to enjoy a minimum of comfort and tranquility while traveling by plane. And Air Asia is neither offering safety or comfort. Cheap tickets, smiles, leather seats and pretty faces do not compensate the terrible moments I (and other passengers) have experienced during the riots at the Bangkok Airport in 2005 and, few days ago, when I missed the last plane of the day to Macau. Air Asia MUST do something to improve its services. Of course, each one is free to make their own choices, according to their budget and the nature of their trips (business, medical tourism, leisure etc.), but should be aware of the risks involved in embarking upon such an adventure.

[asia]

Voyager,

You're not alone. I'm so annoyed over my treatment at their hands, my annual holiday ruined - and separately - robbed of half a dozen 1THB flights by errors on their side, I started a warts & all blog that parodies the bejezus out of them . The worst customer service I've experienced. Don't get angry, get even. It's actually quite an amusing eye opener. A lot of disgruntled people out there.

[1doohan]

Been with Airasia a few times and not been that unlucky. Whilst watching MotoGP at Kuala Lumpur i got a text saying my flight later that night would be rescheduled 2hours later. After race got to airport quickly as i knew there was a plane leaving before my original schedule, got to the desk,told them about the reschedule and they put me on the next plane with no extra payment. 

But some of the people boarding these planes act like its the last plane in the world out of there. I find it amusing until they try and barge past going up the steps to the plane.