Air Asia, I Love You...

May 18 2010

Air Asia launched its 0 IDR Seat Promotion.

I purchased 2 return tickets for Jakarta-Kinabalu and 2 return tickets for Kinabalu -Sandakan March 29 - April 2 2011.

February 8 2011

After most of our accommodation and local tours have been booked (and paid), Air Asia announced me:

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Dear Our Valued Guest,

First and foremost, we would like to take this opportunity to thank you for choosing Indonesia AirAsia.

We deeply regret to inform you that your flight QZ 7677 from  Kota Kinabalu (BKI) to Jakarta (CGK) effective 2^nd  April 2011 onwards has been cancelled.

We are very sorry for above cancelation.
However we highly appreciate if you could understand with the issue and accept our sincere apologies.
 

Several Hours Later

After submitting a feedback form as suggested in Air Asia's email, I received an automatic reply.

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Thank you for your feedback. Please rest assured that we have looked into your case matter and are in the process of resolving it as soon as we possibly can. We will also contact you IF there is a need for further clarification.

We thank you once again for your time and patience.

The airline that cares,

AirAsia

I wonder:

1. How much does Air Asia value their guest?
2. How much of my time does Air Asia need?
3. Does Air Asia really care? For what?

Air Asia,

I love you, because I have to.

February 10 2011

Air Asia Indonesia's reply on Facebook:

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Selamat malam. Terima kasih banyak atas cerita yang dibaginya. Mengenai penutupan rute BKI-CGK dan sebaliknya, kami mohon maaf sebesar-besarnya.

Anda bisa melihat solusi apa yang kami tawarkan di syarat dan ketentuan yang sudah anda setujui... ketika melakukan pembelian tiket kami.

Untuk mengurus solusinya, silakan anda langsung ke sales office/ sales counter kami yang terdekat.

Terima kasih banyak, sekali lagi.

You should pay attention on the paragraph that I've marked in bold letters. It says:

You can review what solution we have to offer in the terms and condition which you have agreed when you purchased our ticket.

So, be sure that when you purchase a ticket, you read everything from top to bottom, before you feel trapped.

In the next paragraph, I'm told to get my problem solved at Air Asia's nearest sales counter. Now, I'm wondering, it's Air Asia who canceled my flight, and because of that I have to add an additional night, cancel other bookings, and yet it's me that has to take the next trouble to find Air Asia's sales counter. I'll try but I doubt it will work in the end. My friend experienced a similar thing. And then he was given a password that can be used to withdraw his substitute tickets for his canceled flight. However he never could enter that password. He tried to call Air Asia's office, but was never answered. In the end, he lost more than 1.8 million rupiah.


Continued to next post.