Problem With Air Asia X (Part 7) - Investigation

Noks, inniewlah emel paling latest mak dapat from Air Asia X menerusi Azran CEO. Mak memang nak berterimakasih atas usahnya ittew tapi hopefully memang diorang akan buatlah sesuatu kan..bukan sebut je :)

"Dear ****,

Our investigation on your case concluded that it was human error on the part of the handling agent who processed your booking and did not key in your pre-purchased meals into the system properly. The agent was relatively new, and did not follow proper procedures for last minute meal orders, as we rarely have cases of passengers coming to Stansted to purchase tickets from Aviance. Meals require an additional process to inform the caterer of last minute orders. I suppose we very rarely have people purchasing last minute at the airport.

The agent has been counselled and sent for refresher training. On our part, we’re trying to implement a new system to remind passengers at check-in to reconfirm that all of their pre-purchase meals and comfort kits are identified on the boarding pass – to avoid problems on-board the aircraft. If there are any problems, it should be addressed at the check-in counter.

Once again, please accept my apologies for the inconvenience caused.

Kind regards,

Azran Osman-Rani

AirAsia X Sdn Bhd
LCC Terminal, Jalan KLIA S3,

Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,

Malaysia"

Ada beberapa perkara yang mak masih tak dapat penjelasan from Air Asia:

1) Kenapa royanan mak dalam blog Air Asia tidak di publish?

2) Adakah Air Asia akan buat protokol baru on-flight kalau kalau benda yang sama berlaku lagi? I mean, will they tend the need of the customer first then to consult their "books"?

Apa apa pun mak memang berterima kasih kerna beliau menjawab beberapa persoalan hati mak, leyy?? Also weols dok menunggu lagi nieh duit £22 yang dah diorang kata akan bayar balik kat weols. Mrasa! Up to 30 working days katanya.....

p/s mak kalau boleh bukan aje refresher training diorang kena buat, yang kat Stansted tu kena tukar orangnya lagi. Dah tak guna pompuan celaka kat belakang meja ittew! Rasainnn!!!

Problem (Nearly Resolved) With Air Asia X?

Maafin mak noks sebab mak dinch gheti nak scanned betul betul e-mail reply jawab balas Azran CEO Air Asia inniew..but basically this was what intipati e-mail tersebut:

1) He apologised (for the significant inconvenience caused)
2) He sent his condolences to me and my family
3) He will investigate why my pre-booked meal purchase never entered Air Asia sytem
4) He will refund the £22 (£7 pre-booked meal that never was + £15 admin fee)
5) He offered a special fare of £198 return flight STN-KUL-STN at any dates I desire (subject to availability).

Not bad eh? I am yet to answer this e-mail. Need to consider what to do next. I mean, this is as good as it gets I suppose.

Tak sangka pulak mak meroyan royan tu berbaloi jua akhirnya as long as mak sampai ke saluran yang betul i.e terus emel kan Tony & Azran (CC Richard Branson sekals, bleyyy???).

Masalahnya kalau mak naik Air Asia X balsbals Malaysia, Avang pun kena naik pesawat tu jugaklah; takkan sorang naik Air Asia dan sorang lagi naik MAS kot??? Tak aci!!!!!!!!!!!!

Pe pe pun, we're looking at a few possibilities..bila nak balik and so on. Perhaps I should use this for raya next year. Jatuh pada 10hb September 2010 dengar khabar?

Actually mak pun nak tanya kalau kalau fare £198 tu ada sekali meals and baggage handling..hiks! Funny if it's not, considering that's what this complaint all about at the first place! :P

Apa apa pun, thank you very much Air Asia X for replying my rintihan and complaint. At least you heard my sungutan dan rungutan and my anger!

Don't worry Azran, I'll get back to you as soon as possible :)

Problem With Air Asia X (Part 6)

Selang beberapa jam mak hantar complaint e-mail to Tony Fernandes, CC Richard Branson bagai, take a look at this!:




Dinch berapa nampak kan??? Anyway inniewlah dia the simple reply from Tony Fernandes:

"Azran will get in touch. He's the CEO"

Gitu katanya. At last success! Ada jugak orang jawab rintihan mak.

Thanks Tony, at last uols sedia membaca e-mail mak dan terus jawab!

Well, mak ni masih tak berapa puas hati lagi sebab takde pun Tony Fernandes cakap APOLOGY or SORRY dalam email ittew. Well, whatever it is, he's replied my e-mail and I am damn happy!

So Azran, mak nantikan JAWAPAN dan REFUND dari uols. Cepat lah, uols!!!! :P Hang jangan lari naaaaaa.......

p/s yang suka hatinya tu, Tony pun siap CC Richard Branson as well tu hah. Maknanya betullah ittew e-mail Encik Branson? Thx again to Air-Asiah XXX for your suggestion!!!

And then another miracle, Azran dosi reply uolssssssssssssss!!!!! Tu diah!!! Result!!!! First step hopefully untuk refund!!!




Hah at least ado thank you tapi tu pun lepas mak bagi scanned copy yang betul tanpa blank blank kan nama mak dan address. Apology nan-ado lagi ni....

Problem With Air Asia X (Part 5)

Uols hoi tak, boleh diorang kat Air Asia pantau BLOG komen mak dalam Air Asia Blog website just because it's not praising them (but to merungut)???? Siyal tak??? Mak memang ada akaun blog dalam Air Asia blog ittew pon. Selepas beberapa hari "Pending Approval" tetiba status comment/ post mak ittew menjadi "NOT PUBLISHED". Mak dosi komplen hat ni pon kat Tony Fernandes. Biar dia hoi!



This was the boarding check-in ticket in my hand for the flight D7 2008 KUL-STN.

The cabin crew (named SAF Aznif) had written regarding the problem I faced on board (so that I could bring it to the ground staff in Stansted but unfortunately everybody was busy when the plane finally landed). He wrote:

"Pax show receipt of PBM purchased but the name is not under PBM on pax manifest. The receipt is excess baggage fee receipt, not PBM purchased receipt"

**PBM = Pre-Booked Meal (I guess?)



Above was the receipt I received from "Paula" behind the Aviance desk in Stansted back in 25th June 2009. It clearly noted the meeal (PBM) I purchased!

Ni yang mak nak mencharotz nih.. signature nama PP tu hapo?? Paula P****t kah???



Last but not least, print-out yang kerja macam orang tak professional from this "Paula". Terkerat sana sini and according to the cabin crew, she should not have given me this print-out anyway (how the f**k I should know that anyway?).

Hoi bangang, pergi masuk semula sekolah lah woiii nak belajar cara cara nak guna komputer, printer bagai nih! Hanjeng punyer kerja!

Inniewlah scanned copies yang mak dosi hantarkan kepada Tony Fernandes and CC Richard Branson (bleyyy???) atas saranan seorang pembaca blog mak iaitu Air-Asiah XXX. Thx noks. Mak pasti akan nantikan jawapan daripada si Tony. Mak beberapa hari lepas dosi emelkan si "Azran" CEO Air Asia. Sampai ke lening nan-ado jawapan, bleyy????

Can Or Not Ah????

Ni dalam toilet Ryanair semasa mak nak ke Malta hari ittew uols. Ingatkan kena bayar toilet diorang rupanya belum implement kan lagi. Mak seronok tengok papan tanda mengingatkan penumpang untuk tidak merokok dalam pesawat....

Tapi...tup tup kat belah bawah belah kanan daripada papan tanda ni...




Aikkk..tadi kata tak boleh merokok no-smoking bagai, tetiba siap ado ashtray pulak noh??? Kelakar sundelz!

I am sure kalau kat dalam Air Asia X, mesti ada tempat untuk crew diorang buang komen dan komplen pelanggan terus ke dalam lubang tandas kan?? kan??? Macam gampang!

p/s Terimakasih mak nak ucapkan kepada Yanz kerna tolong mak tengok tengokkan sama ada komplen mak dosi sampai ke meja pengarang Malay Mail. Mujur dia ado contact noh? Kalau idak ntah bila laa mak akan hoi.... thx again noks! You really made my day yesterday! XXX

Problem With Air Asia X - Part 4

Hoh so belum ada lagi reply apa apa pun daripada mana mana pun kat head office Air Asia X yang sengal ittew.

Kau dah kenapa Tony Fernandez? Tak ajar ke diorang cara nak menangani masalah customer kau?

Is this the way you going to bring forward "nama Malaysia" di mata dunia? Buat malu sahaja!

Nak suruh mak dapat gelaran DATUK ataupun DATIN dulu ke baru nak siasat my claim ni??

Like I have said before, tahulah kau tu low-cost airline tapi bertimbangrasalah pada pelanggan kau! Kau ingat weols ni macam kak yam kak yam yang kau boleh letak je dalam cabin tu dan soh weols dok diam??? Ad-dinch uolsss!

La ni mak tengah tunggu sotkhabar sotkhabar bahasa Inggeris kat Malaysia untuk publish story mak dalam sotkhabar diorang. Kalau tak keluar jugak, I rest my case but at the moment, mak memang Zaiton Sameon uolss!!!

Mak shima nak jadi orang yang bakal pecahkan tembelang Air Asia X yang kununnya gah sangat nih! Gah pala hotak kau!

Meh mak nak tunjuk salah satu daripada komen tak puas hati bekas penumpang Air Asia X dalam website SkyTrax (mak ke sinniew atas saranan Eva Herzigova). Korang hengat mak sorang ke dari UK ni yang bengang dengan servis BUROK Air Asia X inniew???

This guy, poor him, looks like he has a worse experience than me. Nampaknya sampai sekarang takde apa apa tindakan diorang ambil. memang sah customer service yang bengap, lembab dan koman.

***tu belum lagi naik Air Asia X tu... dah macam macam masalah!

Lebih elok, mak rasa kalau Air Asia X guna slogan inniew: Tak Cemerlang, Tak Gemilang dan Kuat Temberang!

"

AIR ASIA review : 29 June 2009 : by A Bromage (UK)

Trip Rating : 1/10

Recommended:

Value for Money:

Cabin Flown:

Standard

I’ve yet to fly with Air Asia, but am already dreading doing so after the appalling customer service I have received from them. I had booked to fly London-KL in XL Class at 9:30 on 11th August however due to the increase to daily flight they changed my flight to the next day and didn’t even inform me, I found out when checking my booking on their website. I had paid the £5 to pre book my seat and on trying to re-select my seat for the new flight I found I could only select seats from row 12 and beyond which is normal economy Class not XL class that I had booked and paid nearly £500 one way to KL for. So I used their E-mail form and asked them to sort it out and allow me to select a seat in my correct booked class XL - 4 weeks later and no response whatsoever. Now over the past 2 days I have spent 2 hours on the phone trying to sort the problem out, Once I’ve finally got the operator to admit I had indead booked & paid for an XL ticket they put me back on hold while trying to sort it out after nearly half an hour on hold I was just cut off. Have just been on the phone to them again, with exactly the same result and they refused to take my details and call me back. It seems not only have they messed me around by changing the flights but have magically downgraded me from XL to normal economy on the new flight. If I had wanted to pay £500 to fly economy I would have flown with Singapore Airlines, I’m now pulling my hair out on what to do next! "

Tu diah Tony Fernandez. Kalau kau tak dengar jugak, tak tahulah apa mak nak kata!

Mesti ada orang anggap mak RUDE sepertimana kata omputih atau kata orang kita, KURANG HAJO sebab tak bahasakan Tony Fernandez as Datuk bla..bla..bla..

but frankly speaking, ADA AKU KESAH???????

Problem With Air Asia X - Rancangan Tergendala Sebentar

Yes noks, siaran siaran berita berita terkini mak mahupun terbasi sampai korang nak termuntah mak, akan tergendala buat beberapa ketika kerna mak nak tayangkan lelama sikit entry fasal Air Asia X yang protokol macam tulang ikan tongkol tu hah! ***tetiba!




Air Asia X - chanteque memang chanteque, sensasi memang sensasi tapi tang protokol, tang ikut buku, beurocracy, macam gampang!

Chanteque kan Valletta & Sliema of Malta?



***Oops! Sempat lagi noh????

Nanti mak cerita fasal mak merewang rewang jalan jalan dengan pose pose ayu di Malta (St Julians, Mdina & Valletta). Apa korang hengat mak naik Air Asia X kah ke Malta inniew????

In your bloody dreams, Air Asia X!

Selagi aku tak dapat reply korang, selagi ittewlah aku tak kan senyap daripada dok bising pasal kau kat blog haku!

Problem With Air Asia X (Part 2)

"pemandangan yang chanteque tak semestinya perjalanan juga menarik!" - Cleeopatah Novotny

There's a few things I'd like to say about Air Asia X. I experienced it. My first time ever from London to KL. Will I purchase their tickets again? Read my story:

First of all congratulations to Air Asia X sebab berjaya buat penerbangan direct London-KL dan cheaper option as well; nak nak kalau last minute punyer decision. In my case that day yes, it was a last minute decision.

Cuma nak banding harga tiket masa mak nak balik hari tu (26th June 2009):

1) MAS (LHR-KUL-LHR): Around £860.00 incl. meals, entertainment and baggage handling fees.

2) Qatar Airways: £466.00 all inclusive. Very cheap but not a good option for me as I want to be back in Malaysia as soon as possible then!

3) Air Asia X (STN-KUL-STN): £571.00 including purchased set meal (on way back only - masa nak ke KL dah terlambat nak beli katanya) and administration fee (beli kat kiosk desk kat Stansted). This did not include baggage handling fee nor entertainment. Which was fine by me as mak balik lenggang kangkong and my mind was busy thinking things daripada nak menyebok nak tengok filim dalam flight!

So I chose Air Asia X instead. Within 4 hours, the plane will depart Stansted. Very convenient as I live 30 minutes drive from Stansted Airport and they have the flight at 1.00am compare to MAS which only have the next day. Pastu nak gi Heathrow lagi..oh no..no.no! A big bloody NO!

Note: I was in a hurry as my dad passed away that day. Hence yang tergesa gesa ni!

So belilah I tiket ittew from Aviance kiosk at Stansted. Actually masa dok beli tu dah ada bibit bibit sangsi dengan keberkesanan kerja pompuan nama Paula belakang desk ittew. dah lah print-out untuk mak pun macam kerja kerja budak tadika! Ntah ntah budak tadika lening lagi pandai, uolss!

Penerbangan 26th June 2009 to LCCT was good. Though no entertainment and that I had to buy my own meals on flight, I wasn't complaining; plenty of rooms in my seat. You see, the flight was not even full. Lovely! I had two seats just for myself. Great!

On the way back, now this was the real problem. Came the time for meals to be served.

"Will all the passengers who had booked their meals to show their boarding pass tickets to the cabin staff"

Gitulah lebih kurang bunyi announcement sebelum anak anak kapal heret trolleys down the alleys on that very Airbus flight.

Bila dah sampai kat mak, I showed them my ticket and guess what, my ticket did not have the "code" of the "meal I purchased" a week earlier nor the cabin staff's print-out list in their hands have any meals against my name on it!

*******How on earth should I know what these "codes" on tickets mean anyway?????

I was shocked. How could that be? I bought it last time and I even have a receipt to prove it

Guess what?

The cabin staff told me the meal purchased should not have been written down on that receipt anyway; only "baggage handling fees" can!

Again, how the hell should I know this or that rule?????

Clearly Air asia X management did not train their so-called representative at Stansted Airport properly!!!!!!

I was not amused and nor was I in the mood of making a scene! But with the help of one Malaysian Chinese guy who sat next to me (he claimed he had helped Tony Fernandez and Air Asia X a lot in making business deals. I only knew his name was Mr Lim. used to work with Sime Darby), we asked the staff to talk to his supervisor.

Unfortunately his supervisor could not come in person and talk to me directly as he/ she's busy with other passengers.

XL Passengers I suppose???? Privileged ones unlike me who only seated in Economy Class! (issued by that dizzy cow from Aviance desk).

So this other cabin crew told me again that he's sorry he could not help me but asked me to go and see ground staff member when we finally arrive in Stansted Airport to lodge my complain.

I did ask him however, would it not okay for Air asia X just to give me at least one pot of Maggie Mee instant noodles knowing that I have already paid for my meal a week before (from my receipt)? At least lah kan.... takkan lah tu pun tak boleh. Kata Malaysia Boleh????

Hmmm sampai tak sudah, diorang tak nak bagi nyer kat mak walau satu pot Meggi yang secuek kecik ittew! Air pun diorang tak nak offer! What kind of service is this?

Tahulah kamu tu low-cost airlines tapi bertolak ansur lah dengan penumpang. This was my first ever experience with Air asia x and franklys peaking, I'd rather go all the way to Heathrow (2 hours journey) and board that MAS flight back to KLIA which in my opinion, is more convenient for it's transportation than the busy and noisy and kelam kabut LCCT ittew! I even, next time, don't mind either to use Emirates or Qatar Airways or Etihad even if that means I have to endure transit in those foreign countries for a few hours.

****nak guna lagi Air Asia X??? Kena pikir beratus ratus kali kot????

Anyway, I finally landed in Stansted. It's already nearly 12.00am. I was already tired. The very next day I had to catch a very early flight in Luton Airport to Malta (3 hours flight). I went to the Air Asia X check-in desk to meet one of the ground staff. Unfortunately none of them were available as the passengers for the next flight to KL were already queueing up to check-in.

I was not ready to queue as well that late! What with being hungry and tired!

Anyway I had lodged a complaint on Air Asia's website. Akan dihubungi dalam masa 3 hari katanya. Well, we'll see about it.

Mak dah mintak macam macam tu - mintak explanation kenapa semua nak ikut buku (other than ordinary, terus itu tak boleh, ini tak boleh!) dan mintak refund £7.00 meal, £15 admin fee (sebab apa guna admin fee kalau buat kerja pun macam bangang!) and most of all, mak jugak mintak balik £255 flight ticket from KL back to Stansted sebab obviously I was really angry, stressed and hungry on that whole journey.

Air Asia X, I need you EXPLANATION and REFUND!

Tu diah, I have said it!

p/s oh satu lagi lupa nak MEROYAN kat sini. To make matter worse, my seat's reading light was not functioning. I complained as I read books on planes now. AND what did I get? Only an apology. Apology is good BUT that's not enough! The flight was not that full..why on earth did any of them not offer me a new seat????????????

Problem With Air Asia X (Part 1)

Adik adik, akak akak, abang abang semua, ni mukaddimah sahajork okies???

Nak balik ke Malaysia the flight was okay..yang mak nak naik darah tu bila dalam perjalanan pulang ke UK. Nanti mak cerita lagi lagi dan lagi..termasuk mak nak tulis surat tak puas hati mak kat Air Asia X. Bior diorang hoi betapa bodoh dan bangangnya sistem diorang.




Memang alah nak balik tu lengang nak mampss... selesa sangat! Walaupun takde entertainment tapi mak tak kisah sebab masa tu mak masih tengah berdukacita.



Inniewlah makanan mak dalam perjalanan ittew..maggi segera. yang mak nak sebut jugaknya - MEGI SEGERA secuek ni pun diorang tak nak bagi kat mak on the way home.

Apakah bangangnya asik nak ikut buku dan ikut protokol bengap????

Nanti mak cerita semua..kau tunggu Air Asia X!!!!!