Aug 05 2010
Monday morning, I offered to my cousins and my sister to purchase Air Asia tickets to Hong Kong, to attend another cousin’s wedding. I completed my purchase at 1:28pm that day, with status as success by CIMB direct debit. The money was deducted from my CIMB account, and transfered to Air Asia.
In that transaction, I purchased 5 return tickets, with excess baggage and meals on-board.
But when checked the status online, it says “On Hold” pending payment. It was written that the booking will be hold until 3pm+. I thought it could be half-hourly or hourly batch fund transfer, so I waited patiently.
After a nap, I woke up, the booking was gone from my status. Meaning? Canceled! I was furious, coz CIMB account has been debited and transfered to Air Asia, but my booking got canceled.
I called them at the hotline, only automated voice recorder, asking us to write or call their premium line at RM1.95 per minute. WTF, I didn’t make any mistake why must I pay such premium to ask about THEIR mistake? So I wrote to them.
I got this email response:
“Thank you for emailing AirAsia.
Firstly, we apologize for the inconvenience caused.
In response to your email, please be informed to contact our call centre and further verify on your booking status, because we have found it as cancelled booking at our end.
Should you required any further assistance, do not hesitate to contact our call centre.”
I then filed a complaint in email, attaching my CIMB transaction and demanded a refund, since they canceled my booking. At the same time, I quickly went in and book the tickets again. This time, paid by credit card. Immediately I got my itinerary confirmed. Same price, same booking, same guests, same seats, same meal, etc.
One day later, email replied from them, saying that they will escalate to investigate my case (where they took my money and canceled my booking and that I demand a refund).
Suddenly today, I received a notification in email, that my first booking (the canceled one) confirmed and with attached itinerary. Of course they cannot sell me the same seats already, so guess what? In the itinerary, the same price only consist of AIR TICKET. Nothing else! My seats and meals and excess baggages were gone!
Not only that, now I end up with two sets of tickets. Since they said my first booking was canceled, how can they still force me to take it? I could have changed my mind and go with other airline? I just want my fund back.
I hope there is a channel I can lodge my official complaint on. If this is US, I think I can sue for the anxiety they cause me, the interests they should pay for holding my money, etc.
I am honestly FURIOUS!
UPDATED 9 AUG (MON):
After sending email without any responses or acknowledgement, I went to their office in Sentral. Queued 2 hours, and then was asked to write an email to get my refund. I was there, face-to-face, yet was sent home empty handed. 这世上还有没有天理啊??!!
19 responses on My extremely bad experience with Air Asia