Hi everyone,
My wife booked a flight through Air Asia's website here in the UK.
The transaction, after proceeding to the very end returned an error! With nothing other than a case code!
She has spent an hour and half on the phone (they have a toll number here in the UK) at her cost, trying to work out what happened and how to avoid being charged twice!
The phone assistants claim IT has finished for the weekend (nothing outside Mon-Fri 9-5pm) and it maybe that her booking will be fixed by IT and go ahead, in the meantime she has to book a flight with THE EXACT SAME details as previous (no details provided, no verification email, no nothing) or else be charged for both bookings!
The assistance by phone offer NO ASSISTANCE outside IT support hours, claiming that it will not be until Monday sometime (depending on IT).. and also when she intends to be flying... that IT will be able to clarify what happened!
So despite a case code (they can't trace records from this), no IT support for this issue, no help from the booking support phone assistant's and no manager offering ANY SUPPORT .. we have to take all the risk on a £1000- flight. They refuse to assist us, despite the cost of this (highly inflated) Christmas flight (to visit unwell uncle!). Subsequently we realise there are other flights, only costing marginally more, offering MUCH LESS difficulty!!
THIS IS AN UTTER DISGRACE... this is AIR ASIA .. PLEASE don't make our mistake, PLEASE use another airline. This is OUTRAGEOUS and totally lacking in any form of customer service. It has been a horrible experience.
I will gladly offer further details to anybody interested in knowing more. We are in the UK, please benefit from our bad experience. Look for following letters to the Straits Times :)
We are very angry and disappointed with this lack of customer service - it's not like we have bought a cheap consumer item - this is costly flight at a difficult time!
GET REAL AIR ASIA. And remember one customer with a bad experience will tell many, many other potential customers to go somewhere else.
AndrewH ([email protected])
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