On September 20, 2012, my bosses have agreed to have an annual company outing on June 29, 2013 to July 2, 2013. The ideal dates for us since July 2, 2013 is a Pasig City Day.

So I canvassed for an airline that offers promo rates for our dates, June 29, 2013 to July 2, 2013.

And came upon with Air Asia’s promo fare and bought the tickets for 14 persons. Booked and paid for on September 20, 2012.

On September 30, 2012 I also bought non-refundable/not transferable/rebookable with charge and fare adjustment increase tickets for 7 persons from Zest Air since they also have a promo.

Today, February 6, 2013, I was asked by my boss to re-print the Itinerary of Air Asia flight I bought last September 20, 2012. And lo and behold, the dates were changed. Instead of June 29, 2013 (Clark to Davao) it became June 30, 2013 and July 2, 2013 (Davao to Clark) it became July 3, 2013. This is not the dates I entered when I bought the said flights last September 20, 2012.

I called Air Asia’s customer service and was able to talk to Eloisa of Air Asia Customer Service and asked if there was indeed a change in flight schedule. And there was!

Please note that I was NEVER informed or asked if it is okay. NEVER! No calls, texts, or email.

Eloisa gave me three options: (1) move the dates of my flights, (2) credit shell (like a travel fund I can use within 90 days to buy new tickets), and (3) full refund direct to the credit card I used to pay for the said flights (which I will receive max of 30 working days).

Those options are not acceptable to us. All of the said options given will not pay for the Zest Air booking I made because I thought my Air Asia is solid, good, and set already.

So I told them so. Eloisa also advised me to fill up an eForm. And I’m supposed to receive a reply within 3 to 5 working days.

It’s already February 13, 2013 and I haven’t replied yet. So I called, was able to talk to Denise, informing me that there is still no feedback from the relevant department authorized to decide with regards to my case. And she will re-escalate my concern and I’m to call or receive a feedback within 3 to 5 working days (total of 10 working days already).

Why is it that when we rebook, cancel, or request for a refund, because we want to, Air Asia charge us BUT when Air Asia is the one doing all of it Air Asia is not charged? That is not fair!

I checked the blogs and Air Asia does it not only in the Philippines. There are also cases like this or much worse where their customer service is just an answering machine and customers are not receiving remuneration or services they deserve since they have paid for it.

It’s an election year. Is it time to knock on government official’s door so my case and other similar cases in the Philippines can be resolve fairly?

Terminated Flights
Over the past 15 years, I have travelled to over 80 countries around the world and this is this first complaint to an airline I have ever made.
We purchased 2 Air Asia tickets for a flight 8 months in the future, then 6 months later (and half way through our around the world trip) we received an email stating that this flight route was terminated (not cancelled but entire route terminated not to be flown again).
However, this was known by Air Asia for at least 6 months prior to informing its customers as per online news articles, that means Air Asia knew of this termination within 2 weeks of us booking the flight! Why wait 6 months before informing customers of a terminated flight? They didn’t care about how it affects their customers having to rebook air fares 6 month later making the availability less and therefore prices higher (4 times in our case). Not to mention the incredible inconvenience it causes 6 months later when we were mid travel (in our case, in the Middle East with little means of communication, costing us 2 days of our holiday trying to sort this mess out and purchase replacement flights).
No Sensible Alternatives were given - Air Asia could have so easily offered / arranged flights on existing Air Asia flights via another city, preventing a massive amount of time and expense for its customers having to arrange alternatives and then have to deal with travel insurance claims and chase Air Asia for a refund.
From the time of Air Asia knowing the route was terminated, it took a year to finally receive the refund (and 6 months after requesting a refund). Why did I have to chase this multiple times, further wasting even more of my time? I did not receive a call back about this matter when requested.
Why weren’t we refunded all that we paid (who refunds the loss in exchange rate from when we booked the flights compared to the refund date?). Who refunds our travel insurance excess? Where is the money interest on Air Asia having our money for 1 year?
Why send only an email in a hope that the customer receives it? What if we hadn’t – what if it was marked by a spam filter as junk? If sending an email, why not allow your customers to reply by email since it is a critical issue and they are asking their customers a question about a refund or credit? Why include phone numbers in the email that do not exist? Why force customers to make contact only by phone and therefore force customers to incur toll call costs from another country?
After having to send this compliant twice, they took a month to reply with a typical ‘sorry but go away’ half baked answer reflecting the way they have handled this from the start.
Air Asia is an embarrassment to the airline industry with NO regard for their customers.
In summary, flight booked, terminated 2 weeks later, informed customers 6 months later, held money for 6 more months after multiple requests for payment. Nothing short of corrupt conmen and who regulates this? What can I do about it?

I TOOK QZ 7511 FROM BALI TO JKT TODAY
MY SEAT IS VERY END RAW TODAY
COME TO MY SURPRICE
TODAY THE GIRLS MAKE SO MUCH NOISE
BECAUSE THEIR FRIEND HAPPEN TO BE THERE
AND HE IS ALSO THE STAFF, BECAUSE HE WEAR UNIFORM
HIS HAIR IS VERY PUNCKY LOOKS
PLS TELL UR STAFF
BE KIND
BE CONSIDERATE
TRY NOT TO TALK LOUDLY
ESPECIALLY IF THERE ARE OTHER PASSENGERS ASLEEP

I would like to notice that Zachary Oh Eng Watt the commercial sales manager was company bribes since 2011 together with the staff under him. Hope Air Asia will take action to him and his staff, don't let him continue this adverse events.

am still not sure, if I can say confidently that Air Asia has fraudulent intentions in doing what it is doing.
Air asia has cancelled the service btw abu dhabi and kualalumpur permanently.
I was given enough notice, and asked to contact by email for refunds.
we had booked 4 tickets round trip.
But no replies to nemerous email sent.
they dont pick up the phone.
On twitter, they respond, but when the "refunds" is mentioned, they go dead.
Are they frauds, or just confident that the passengers cannot do much about it.

I would like to inform that Zachary oh eng watt the commercial sales manager of Air Asia was company bribes since 2011 with some staff under him. Pls thorough investigation to this person. Hope give more in-depth investigation to this person.