Air Asia - appalling customer service

6 of 115 Air Asia reviews

we booked Bali -> Cebu via KL. 2 flights , one booking

AA cancelled the early morning flight and out us on the next one.

The only problem is this arrives 20minutes before the next one leaves, obviously not possible connection - and i tried to book that to check and its not an option. there is now no waytomake that journey ina single day

We rang Air Asia and after 30 minutes of mostly being on hold with someone whose command of english really wasn't up to the task of dealing with english speaking customers we were told our flights would be changed to one the night before and we would have to spend the night in KL. We would receive email confirmation shortly.

24 hours later we had no confirmation and checking the booking online revealed no change.

so we spent nearly 4 hours trying to get through online chat

after some time we were told once again the change would happen and an email would appear within 24hours

Again this didn't happen

a further 3 hour plus wait for an online chat has led to the same situation. I was actually told to get back on the chat in the morning as if it was something you could do in a few minutes instead of multiple hours. i asked several timesto chat to a manager , she ignored me and eventually terminated the chat

oh and the classic of the conversation.i was told i could only choose to change a flight to another on the same day - despite the fact its not possible to now fly the two sectors on the same day since they cancelled the flight i originally booked.

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  • What I liked
      No items
  • What I disliked
    • No phone number
    • That they werent able to help
    • Communication

Reason of review:
Poor customer service
Product or service
Air Asia Flight
Review category
Transport
review #940055 by

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