The recent fiasco with Suvarnabhumi and canceled flights left 1000s in tears of frustration. Air Asia call centres both in Thailand and Malaysia could not cope with the situation in trying to obtain refunds or credits. I would have spent over 10 hours on the phone without any human replying. Stuck in KL I went to the AA office in KL Sentral and received ticket 1450...... "currently serving valued guest 1027"...... I gave up and flew Malaysia back to Bangkok. The AA counter at the reopened airport had a queue of 50 or so with one poor hapless female sales clerk.

 

Emails to AA's complaints and customer service site remained unanswered to this day.

 

Screaming with frustrated rage at not being able to even get an answer I googled Tony Fernandez, the founder and CEO of Air Asia. He actually has a personal blog site. I decided to go for broke and send him an email, explaining my situation and frustration.... to my amazement I received a reply and apology within 5 minutes, copy to some management honky in Customer Relations. Within the hour this guy had emailed me with more apologies and a credit account for all my unused air tickets plus a bonus.

 

I must say I was impressed with this and it just shows...go straight to the top and you might win.

I googled Tony Fernandez, the founder and CEO of Air Asia. He actually has a personal blog site.

 

Well done muliama, and well done Tony Fernandez! But what about all the other tens of thousands of Air Asia passengers whose travel was disrupted and who have not got refunds or bonuses?

To Air Asia's credit, they did realize that there was a problem with on time arrival and departure and have seemed to have worked well to correct this.

 

Now if the delay is over 2 hours they give a 1800 baht voucher. So those that flew Air Asia many months ago may be happy to see that Air Asia seemed to listen to those complaints and have taken action.

 

I have flown Air Asia recently several times and feel it is good value and maybe I have been lucky but they have been on time.

I have flown quite a lot on Air Asia and I hate all of their rules and exceptions. However, they go everywhere, they are mostly on time, and they are cheap. What more can you ask

There is still time to book on Air Asia's "Year End Treats" promotion. Booking ends January 2 for travel between February 3 and May 21. I am not sure if there are any seats left, but there are plenty of desitinations available.