Air Asia Complaint (part 3)

This is the reply that I sent to Air Asia on 26 September 2006 after their initial unsatisfactory response. I am still waiting for their response to this letter.


ATTENTION: Mr. Tony Fernandes, Chief Executive Officer of Air Asia

Thank you for your reply dated 25/09/2006. Unfortunately, your reply did not address the points in our letter of complaint, specifically:

1) Why was there inconsistency between the information provided by your customer service hotline and the execution of hand luggage policy by the ground crew of flight AK6315, PEN-KUL, 14:55?

2) Why was there double standard and blatant discrimination when your ground crew operating flight AK6315 allowed a foreign gentleman to bring his guitar into the cabin, and even helped him place it into the overhead compartment, while we were rudely disallowed from doing so?

We wish to remind you that only after we had confirmed twice with your customer service hotline had we brought the guitars to be placed into the cabin. If we had known that you practice inconsistent policy execution and blatant discrimination, we would have arranged alternative transportation means.


Furthermore, you did not provide detailed explanation nor any formal apology for your ground crew's rudeness and poor customer service, specifically:
1) Openly threatening us with closing the gates
2) Giving multiple and ridiculous excuses which do not address the actual issue
3) Being unreasonable and inflexible to the situation
4) Total disregard of basic courtesy to your passengers

Please note that we are extremely dissatisfied with the way we were treated on that day. Your ground crew made no effort to help us address the situation. Instead, we were being treated like criminals. The crew acted like police officers, defending only their "policy no matter how unreasonable", and not finding ways to help us.


Thus we deem your reply dated 25/09/2006 as unsatisfactory, henceforth we expect a satisfactory response to the above queries, in addition to the demands stated in the original letter of complaint, failing which subsequent action will be taken.


Sincerely,

Khoo Nee Sern
o/b The Undersigned