This is the reply from Air Asia regarding our complaint, sent on 26 September 2006. Compare the length of their reply to the length of the original letter of complaint. Compare the points made in their reply to the points raised in our original letter of complaint. See for yourself whether or not this type of reply can be considered satisfactory!
Greetings,
Dear Mr. Khoo Nee Sern,
Thank you for writing and letting us know your concern. We regret for the inconvenience caused on Flight AK 6315 Pen – Kul on the September 17th, 2006.
We have now completed a detailed investigation in respect of this matter and wish to advise you that as stated in our terms and conditions of carriage, only one (1) piece of baggage is allowed to be carried on board provided that it does not exceed the dimensions of 56cm X 36cm X 23 cm and provided that it does not weigh more than 7 kg. It is our policy and discretion if the item is small and the flight is light, your guitar may be taken on board as hand carry, however Flight AK6315 Penang to Kuala Lumpur on September 17th, 2006 was full load and we determine that offloading your guitar was necessary for reasons of safety.
The above terms and condition was also advised to you personally by out Captain on duty on that day as AirAsia is committed to “Safety First” and maintains consistently high standards to ensure the safety of our crew and guests.
On a separate note we are extremely concerned to learn your disappointing experience with our staff at the Penang Station. We apologise for the inaccuracy of information and miscommunication given to your good self. All our staffs are repeatedly reminded to be courteous, attentive and professional towards our guest and we are indeed disappointed by such lapses in service.
In view of the above, we regret we are unable to meet your claim. We fully appreciate your loyal patronage of our airline and thank you for your understanding.
We hope this incident does not deter to fly with us in the future and look forward to welcoming you on our flights again in the near future.
Thank you,
Warm Regards
xxxxxxxxxxxxxxxxxx
Guest Support Executive
AirAsia Berhad
Guest Support Malaysia
LCC Terminal
Jalan KLIA S3
Southern Support Zone
64000 Sepang, Selangor
Malaysia
Email : xxxxxxxxxxxxxxxxxx@airasia.com
(For now, I have removed the name of the person who replied. This may change.)
Monday, October 02, 2006
Air Asia Complaint (part 2)
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4 comments:
ooOOoo... why the gweilo can and why u all cannot? Mr/Ms Guest Support Executive dint answer to this point wo...
Hi Nee Sern,
Recently my travelling with Air Asia was unsatisfactory. The ground staff at LCCT was very rude and even threatening to off-board me. Please let me know how to reach them with my complaint letter? my email is kerineau@gmail.com. Thanks.
Hi !
I have read your blog where i have also read bout consumer advocacy. I think the latter would be a great help to you. I hope you'll find it interesting and resourceful like i do.
Hi Nee Sern
I too have complaints and surfed the net and could not find an email address that handle complaints.
Could you be kind enough to let me have the email address?
Thank you.
BillyTeoh
billyteoh@gmail.com
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