Tuesday, March 27, 2012
Tuesday, March 20, 2012
Is It Reasonable? (Update)
I received three emails from AirAsia last week. The first was 5 days ago saying all booking are not refundable. Well, I would understand that if I have already paid for the seats so no that did not answer my questions about the not-yet-paid booking. They however, have cancelled the hotseats as they called 'gesture of goodwill' and the seat now reflects on normal seat. I don't actually understand what they mean by 'now reflects on normal seat' so I log into my online airasia account and check on the booking. The have unblocked the web check in. The seats still remains as hotseats but the amount charge for the hotseats are now zero.
My first thought was 'maybe they have not finished changing or reseting whatever that needed to do to reset the seating so I log out without checking in and wait for the new itinerary to arrived. I received the itinerary later on the same day and the seats in the itinerary still remains hotseats. I finally decided to try checking in because who knows maybe the seat will be assigned randomly when I checked in so I did that and..I still get the hotseats. My first guess is that the hotseats are some kind of compensation for me on this matter. However, I am still worried that they would suddenly send me an email asking me to pay for the hotseats so for the next 3 days I has sleepless nights waiting for that email from them and I finally received one on the 19th. Thank god it is just an email form their customer care telling me that they have resolved the issue of my second complaint since it is the same as the first one and they did noticed that I have checked in on the 15th. They also thank me for reporting the issue and they have forwarded to the issue to their ICT team so that they can improve their website services.
Well, finally I can stop worrying about the hotseats and continue with my life. Thank you for taking immediate action to settle this matter and I pray that this will never again happen to me or to anyone else.
p/s: In case you are wondering..the second email was sent to me on the 15th to inform me that they have forwarded my second complaint to the respective team and will inform me as soon as they get the update on that matter. Owh and I also sent an email to NCCC to inform them that the issue has been resolved.
My first thought was 'maybe they have not finished changing or reseting whatever that needed to do to reset the seating so I log out without checking in and wait for the new itinerary to arrived. I received the itinerary later on the same day and the seats in the itinerary still remains hotseats. I finally decided to try checking in because who knows maybe the seat will be assigned randomly when I checked in so I did that and..I still get the hotseats. My first guess is that the hotseats are some kind of compensation for me on this matter. However, I am still worried that they would suddenly send me an email asking me to pay for the hotseats so for the next 3 days I has sleepless nights waiting for that email from them and I finally received one on the 19th. Thank god it is just an email form their customer care telling me that they have resolved the issue of my second complaint since it is the same as the first one and they did noticed that I have checked in on the 15th. They also thank me for reporting the issue and they have forwarded to the issue to their ICT team so that they can improve their website services.
Well, finally I can stop worrying about the hotseats and continue with my life. Thank you for taking immediate action to settle this matter and I pray that this will never again happen to me or to anyone else.
p/s: In case you are wondering..the second email was sent to me on the 15th to inform me that they have forwarded my second complaint to the respective team and will inform me as soon as they get the update on that matter. Owh and I also sent an email to NCCC to inform them that the issue has been resolved.
Wednesday, March 14, 2012
Is It Reasonable?
About 2 weeks ago I bought four Airasia tickets from KL to Bintulu and 2 days ago I was trying to do seat booking for that flight. The flight tickets were bought in batches of two since '2togo' promotion was on when I was purchasing the tickets. I opened both booking accounts using different Mozilla tabs. I realized that the default recommended seat is the hot seat and for my case two hot seats for both booking. I then chose the seats (not the hot seat, the regular one) for my first booking account and decided to proceed so I click the 'Sah dan teruskan' button for that particular booking and was asked to log into my online banking account to proceed for the payment. I logged into my banking account and then I realized that the amount I need to pay is not the right amount so I did not proceed with the payment and log out of my banking account. I checked the seat booking again and then realize that the system had made a mistake by charging me with the hot seat price for the first booking. I am sure did not click the 'Sah dan teruskan' button for the second booking account and I am sure that I only clicked 'Sah dan teruskan' button for my first booking account but the system took the default hot seats from the second booking and transfer it into my first booking account and charged me for it. I was relieved that I realized the system's mistake before making any payment so I tried to cancel the seats booking but was unable to do so and the system still asked me to confirm the seat booking and pay for it.
I called the Airasia call center and informed them about this problem and they told me I still have to pay for the seats even though I told them I did not chose the hot seats and it was a mistake made by the system. They said I would not be allowed to board the plane if I did not pay for the hot seat even though I have fully paid the flight tickets.
I don't think it is fair for them to force me to pay for the hot seat booking. First and foremost, I did not choose the hot seat. It was the mistake made by the system. Second, I realized the mistake before making any payment so why do I have to still pay for the booking. I should have the right to cancel or change the seat booking since I have not paid for it yet. Third, I don't think it is fair for them to deny me my flight since I have fully paid the flight tickets and fourth, they should be thanking me instead for reporting the bugs in their system.
I was mad yesterday so I filled up the Airasia e-form and sent it to them. I filled it up again this morning with more specific details on the booking process. I also filed a complaint against Airasia about this with the NCCC. I hope they would help me sort this matter out with Airasia.
My advise to you guys and girls, be really careful in making changes about your booking through their system. I would switch to other low cost airlines if I have the choice but I don't. That is the one and only airlines that offer low cost flight in Malaysia. However, one thing for sure, I have learned my lesson and I am never going to change my seat booking or anything else about any airasia booking after paying for the tickets. Pick your add-on carefully when you are buying the tickets and don't change a thing after fully paid the tickets or else, you will not be allowed to board the plane.
Airasia..I am really disappointed with you.
I called the Airasia call center and informed them about this problem and they told me I still have to pay for the seats even though I told them I did not chose the hot seats and it was a mistake made by the system. They said I would not be allowed to board the plane if I did not pay for the hot seat even though I have fully paid the flight tickets.
I don't think it is fair for them to force me to pay for the hot seat booking. First and foremost, I did not choose the hot seat. It was the mistake made by the system. Second, I realized the mistake before making any payment so why do I have to still pay for the booking. I should have the right to cancel or change the seat booking since I have not paid for it yet. Third, I don't think it is fair for them to deny me my flight since I have fully paid the flight tickets and fourth, they should be thanking me instead for reporting the bugs in their system.
I was mad yesterday so I filled up the Airasia e-form and sent it to them. I filled it up again this morning with more specific details on the booking process. I also filed a complaint against Airasia about this with the NCCC. I hope they would help me sort this matter out with Airasia.
My advise to you guys and girls, be really careful in making changes about your booking through their system. I would switch to other low cost airlines if I have the choice but I don't. That is the one and only airlines that offer low cost flight in Malaysia. However, one thing for sure, I have learned my lesson and I am never going to change my seat booking or anything else about any airasia booking after paying for the tickets. Pick your add-on carefully when you are buying the tickets and don't change a thing after fully paid the tickets or else, you will not be allowed to board the plane.
Airasia..I am really disappointed with you.
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