Open Letter to AirAsia

7 Feb

Dear Sir,

Today will have been our first and last ever flight with AirAsia from Delhi to Perth.

We understand the business model you have adapted in order to offer discounted ticket prices in a competitive market. We have flown across the world in multiple similar carriers but this has got to be the truly the worst experience collectively. Allow me to expand my reasoning.

I have never in my experience had ever booked an international flight that does not include any checked luggage and furthermore limits 1 carry on bag to 7kg. This is both unrealistic and improbable to any international travel.

Upon arriving at the check in counter of Delhi International I was informed of an additional 4000 rupee fee was required to check our bags which could only could be paid in cash and preferred in foreign denomination. Stunned that you cannot accept credit card I was forced to leave the counter, find an ATM and pay a foreign service
transaction fee. Being told that paying for the service online 6 hours before flight time at a discounted rate is not a fine example of customer service.

I know this is where you will point out a clear baggage policy documented somewhere, but let me tell you that although I assumed that any international ticket would include baggage. At no point of purchasing the ticket, printing an itinerary, checking in online using the iPhone App was your luggage policy clearly stated.

After having checked in and boarding we were informed that the toilets on one side of the plane did not work, no meals would be able to be provided unless it was preordered and worst if all, not a single beverage would be provided (not even water) unless purchased.

Continuing on, after arriving in Kuala Lumpur with under one and a half hours to transfer, we were further delayed due to a lack of boarding passes which could have been issues in Delhi, stressing out the counter operator and other travellers waiting to transfer. Rushed again, we didn’t have the opportunity to buy a meal at the terminal as we were immediately went to board as soon as we passed through security.

On the continuing flight to Perth, the lights were left on in the cabin until the meals were distributed which went on until about 2 AM local time, leaving about 2 hours to sleep on an overnight flight.

So to count, on two 5 hour, international flights we had no food, little sleep, overcharged and extorted for luggage and unable to drink water unless purchased.

Absolutely shocking, I have had better service provided by state run bus companies. Please review this letter and consider the effect how this experience shared will effect your public reputation.

Thank you for considering my story.

Irate and dissatisfied,
David Vesely

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