Monday, November 16, 2009

AIR ASIA - AirAsia, I wonder how they manage to get awards for what they are doing to the consumers.

Last year my family booked 6 tickets to Melbourne, due for flying in August 2009 costing us more than RM7000. Due to the outbreak of the H1N1 and particularly Melbourne, we decided to postpone the trip until the situation is better controlled. Moreover, the government also advised against travel to Melbourne has it is one of the hot-spots for the H1N1 outbreak. We therefore appealed to AirAsia for a postponement which they agreed with a RM80.00 cancellation fees per ticket and gave us a credit shell account for the balance of RM7035.00 and wrote to us via email that the account IS VALID FOR 3 MONTHS, FROM THE ISSUANCE DATE WHICH IS 23rd July 2009. However, the condition for re-booking is DEFINATELY NOT VIA ONLINE but by calling their reservation hotline or walk-in to their nearest sales counter or airport ticketing counter. We tried calling their hot-line which most of the time goes unanswered. We finally got through someone after numerous attempts but was told that she is unable to handle bookings and will have someone call us back within 24 hours ( which never happened ). This incident happened twice. Realizing that the credit shell account will expire on 22nd October 2009 we quickly made a dash to Air-Asia's Subang Airport sales counter to re-book our new flights. To our shock, we were informed by the ticketing personal that our account had already expired on the 21st October 2009 and the amount of RM7035 was automatically forfeited base on 90 days as set in their system. I argued that the offer given to me stated 3 months, therefore on 22nd OCTOBER 2009, the account is still valid. The ticketing personnel told me to refer to the customer service re this matter and that therre is nothing she can do as the system on my account is locked. I immediately emailed my complaint to AirAsia re the above and their reply the next day states the 3 months from issuance date they refer to is 90 days and as such the account has expired. I re-wrote my arguement that 22nd October is still within the validity period but there was no further reply from them. There goes my hard earned RM7035, swallowed by a licensed 'shark'!!!! CAN SOMEONE PLEASE TELL ME WHETHER 3 MONTHS ACTUALLY MEANS 90 DAYS? I KNOW I NEVER LEARNT THIS FROM SCHOOL.........HELP!

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