Air Asia Complaint - Part 1
ATTENTION:
Mr. Tony Fernandes, Chief Executive Officer of Air Asia
26 March 2008
COMPLAINT ON THE RUDE CUSTOMER SERVICE AND THE MISREPRESENTATION AND INCONSISTENCY IN THE EXECUTION OF IN-FLIGHT POLICY ON AIR ASIA FLIGHT AK761, AX-AY, hh:mm, DD-MM-YY
Cabin crew involved:
1) Ms. Prabashini (Ms. P) – Crew Lead
2) Mr. Saiful Bahrin (Mr. SB)
3) Mr. Amanah Salim (Mr. AS)
Incident 1: Cannot exchange pre-booked "Asian Meal"
The Air Asia's Curry Nasi Lemak looks like those HK movies' prisoner's food liddat.When we purchased our flight tickets online, we pre-booked the meals too. The Air Asia Online Reservation System does not have the features for its users to select the meals they want. Thus, we were not made aware that passengers who pre-booked their "Asian Meal" are served with Nasi Lemak only and not any other alternative. Most would assume that "Asian Meal" can be any types of meals that are available on the menu.
And very unfortunately, on the day we were flying, my dad was sick and he was advised not to take any spicy food. Therefore I asked Mr. SB if my dad can exchange his Nasi Lemak for a Maggi Instant Noodles cup (chicken soup flavour). Mr. SB flatly denied my request and questioned me back why I did not make the selection when I made my booking.
Incident 2: Cannot use the front lavatory
No one is inside but the lavatory is forever occupied.Mr. AS told me the front lavatory cannot be used because there is noise emitting from the pipe whenever it is being flushed while Ms. P claimed that the toilet is leaking. How can two crew members from the same team give two contradictory answers to the same question? And if the pipe/toilet-leaking story is true, how on earth can Air Asia allow an aircraft with a known defect, i.e., a leaking pipe/toilet, to take off in the very first place?
For your record, a disabled passenger, Mr Law, who sat in the front row and was allowed to use the front lavatory, disclosed and confirmed with me that, there is no leaking, no noise, and/or whatsoever toilet problems as insisted by your cabin crew. In addition, much to everyone's amusement, the pilots and other crew members of AK761 have no qualms or hesitation at all when come to using the leaking lavatory again and again.
Incident 3: Cabin crew refused to give me their names and threatened to delete my camera's pictures
I approached Mr. AS for the cabin crew's names. He declined. Instead, he asked me to go the back galley to get his colleagues' names one by one in person.
From the place I sat, I can see the crew's manifest cello-taped on the glass panel in the front galley/exit location. Hence I produced my camera and took a few shots of it. Then I walked back to my seat.
The AK761's cabin crew's names.Right there and then, Ms. P and two of her crew members, Mr. SB and Mr. AS, hovered above me and demanded (rudely and loudly) that I erase the pictures from my camera. Ms. P also accused me of posing serious threats to the others on board. I asked her how and in what way. She replied that I took a few pictures near the front galley/exit location. And according to her policy, taking pictures in the front galley/exit location is equivalent to potential terrorism.
I am seriously baffled by her response and her baseless accusation. Is she secretly harbouring the hope that I have the means to blow up the whole aircraft with a Canon digital camera? Please enlighten me.
Incident 4: Crew demanded to know my name in an Uncalled-for way
Ms. P used her finger to point at me, signalled, and instructed Mr. AS to ask for my name, with her back facing me. Is this an appropriate conduct from a reputable airline's cabin crew (team lead)?
Please note that I am very displeased with the service your cabin crew bestowed upon me and my family members on flight AK761. I demand a satisfactory response from you ASAP in regards to the untoward incidents and events mentioned in this letter.
Yours sincerely,
Ms. Titoki
Ed note:
I'm awaiting to see how Tony (tonyfernandes@airasia.com) and his guest support team (guestsupport@airasia.com) are going to respond to my complaint. I hope he replies, or else there will be no Air Asia Complaint - Part 2 for me to post up and/or for you to read liao. ;)
Related post:
Air Asia Complaint - Part 2
Mr. Tony Fernandes, Chief Executive Officer of Air Asia
26 March 2008
COMPLAINT ON THE RUDE CUSTOMER SERVICE AND THE MISREPRESENTATION AND INCONSISTENCY IN THE EXECUTION OF IN-FLIGHT POLICY ON AIR ASIA FLIGHT AK761, AX-AY, hh:mm, DD-MM-YY
Cabin crew involved:
1) Ms. Prabashini (Ms. P) – Crew Lead
2) Mr. Saiful Bahrin (Mr. SB)
3) Mr. Amanah Salim (Mr. AS)
Incident 1: Cannot exchange pre-booked "Asian Meal"
The Air Asia's Curry Nasi Lemak looks like those HK movies' prisoner's food liddat.
And very unfortunately, on the day we were flying, my dad was sick and he was advised not to take any spicy food. Therefore I asked Mr. SB if my dad can exchange his Nasi Lemak for a Maggi Instant Noodles cup (chicken soup flavour). Mr. SB flatly denied my request and questioned me back why I did not make the selection when I made my booking.
Incident 2: Cannot use the front lavatory
No one is inside but the lavatory is forever occupied.
For your record, a disabled passenger, Mr Law, who sat in the front row and was allowed to use the front lavatory, disclosed and confirmed with me that, there is no leaking, no noise, and/or whatsoever toilet problems as insisted by your cabin crew. In addition, much to everyone's amusement, the pilots and other crew members of AK761 have no qualms or hesitation at all when come to using the leaking lavatory again and again.
Incident 3: Cabin crew refused to give me their names and threatened to delete my camera's pictures
I approached Mr. AS for the cabin crew's names. He declined. Instead, he asked me to go the back galley to get his colleagues' names one by one in person.
From the place I sat, I can see the crew's manifest cello-taped on the glass panel in the front galley/exit location. Hence I produced my camera and took a few shots of it. Then I walked back to my seat.
The AK761's cabin crew's names.
I am seriously baffled by her response and her baseless accusation. Is she secretly harbouring the hope that I have the means to blow up the whole aircraft with a Canon digital camera? Please enlighten me.
Incident 4: Crew demanded to know my name in an Uncalled-for way
Ms. P used her finger to point at me, signalled, and instructed Mr. AS to ask for my name, with her back facing me. Is this an appropriate conduct from a reputable airline's cabin crew (team lead)?
Please note that I am very displeased with the service your cabin crew bestowed upon me and my family members on flight AK761. I demand a satisfactory response from you ASAP in regards to the untoward incidents and events mentioned in this letter.
Yours sincerely,
Ms. Titoki
Ed note:
I'm awaiting to see how Tony (tonyfernandes@airasia.com) and his guest support team (guestsupport@airasia.com) are going to respond to my complaint. I hope he replies, or else there will be no Air Asia Complaint - Part 2 for me to post up and/or for you to read liao. ;)
Related post:
Air Asia Complaint - Part 2
Labels: Rants
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