Description

Passenger Name : Dineshkumar, Madambath
Booking No. & Date : D9D6JD & Tuesday, 05.07.2011
Destination : Kuala Lumpur to Kochi, India.
Traveling Details : Wed 06.07.2011 / 3.00 PM to 4.30 PM (Local Time)
Flight No. : AK 203 (Economy)

I would like to complaint and highlight my recent bad experience with Air Asia Airline.

On 06.07.11 I boarded flight from Kuala Lumpur at 3.00 pm (local time) and arrived at
Cochin International Airport at 4.30 pm (local time). At the Cochin airport, after clearance, I had waited for my baggage pick up counter and after a while I realized that my baggage is missing.

I had approached the Air Asia counter service and informed them of my missing baggage. To my surprise the staff did not took immediate action and just asked me to wait. After waiting for a long time I was informed that my baggage was not loaded onto the board at the LCCT itself, which I came to know from Air Asia local staff at 9.00pm (local time). It’s not possible as no way I can get my baggage the same day as it will only loaded on the next day flight which arrives at 4.30 pm, after 24 hours.

I waited for 24 hours and I was only told once the baggage arrives at the Cochin Airport, they will call me. Upon arrival of my baggage at the Cochin Airport, I received call from the Air Asia staff, Mr. Vineet Shah Mahesh that my baggage had arrived and asked me to self-collection. I was surprised and unhappy to hear such thing as the hotel where I stayed was 100 km away to the airport. I had requested them to send to the hotel since it was Air Asia’s fault but they refused and insisted that self-collection. I felt unhappy and requested them to bear the taxi fare which cost me INR2, 000.00 Rupees but to my shock after my firm demand they only offered me INR1, 000.00 Rupees.

I would like to stress that money is not the issue but the service that Air Asia provides is really disappointing and unhappy with the manner they handled the problem. I was actually on business and not holiday trip. Since I did not have my baggage, I had no other cloths to change for meeting/appointments fixed at that night. All my personal belongings are in that baggage and I was so helpless and angry with the airline that they did not even bothered to do the needful to immediate arrangement of my luggage nor apologize for what had happened. It’s was a very common problem for them to handle and that they took it very lightly but as a passenger with missing baggage, our frustration & unhappiness is wordless to express. Because of airlines mistake, I have lost the business opportunity as I had prospective business appointments to establish new business for that night.

Infact, there were another group of passenger same flight as mine, who were tourist from Malaysia also had similar problem whereby their baggage was actually sent to Hong Kong i/o India.

Air Asia’s strict baggage policy is baggage above 7kg is not allowed to carry on board. If any extra weight, they impose additional charges. While on board, they will carry out very stringent baggage weight checking on every passengers. If baggage weight is concerned, how come they did not do same to ensure that each and every passenger’s baggage is loaded onto the respective flight and assure passenger of the same.

When passenger is not allowed to carry heavy baggage inside the plane, what is the assurance that their baggage will reach safely to their destination. Doesn’t the airline care a thought for passengers’ needs and importance of every baggage they are responsible for?

Air Asia being awarded for the best lowest air fare and the CEO, Mr. Tony Fernandez should also look into other areas of what goings on beyond the cheap fare. The service provided by their staffs in the presence of public always with a smile but when comes to service and problems aroused they are totally different.

My missing baggage is totally Air Asia’s fault as they failed to load onto the plane and they did not take trouble to send to me. But instead insisted me to travel a long distance and refused to reimbursement of my taxi fare.

I was not compensated for the lost of my time waited, taxi fare and loss of my business opportunity as I had important docs and other belongings for my preparation for my appointments.

Being well-established and wining awards for being the lowest fare carrier, Mr. Tony should not be very proud of. He should not only look into the low/budget fare to attract more passengers but he must also improve the service provided by training his customer service staff to handle complaints professionally, efficiently regardless of any AA counter services at both domestic / international airports. If AA can impose extra charges for excess baggage weight then they should also compensate for any missing or misplaced baggage as well rather troubling passengers further by being very inconsiderate.

Dineshkumar
Director
LDR ENTERPRISE SDN BHD

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URL: http://www.airasia.com

Tags: airasia complaints, baggage missing
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