Air Asia
Lack of support service from local agent

Lack of AirAsia Support service at Trivandrum AirportFriday, April 9 10:15 AMFrom: "kanavila Sudhir" Add sender to ContactsTo: malaysia-support@airasia.comCc: somarajan@singnet.com.sgHello there,

I am writing in to highlight my recent confusion and disappointment with AirAsia with regards to my booking of flight to Singapore from Trivandrum via Kuala Lumpur.

On 23 March I had made an online booking for four guests to depart Trivandrum and reach KL on 6 April.

The booking number is O65HBE.

In the same online transaction, I made a similar booking to leave KL on 6 April to reach Singapore on the same day.

The booking number is C75JCI.

The online transactions were successful and together with my family, I made the trip down to Trivandrum International Airport.

I was shocked when I was told off by the officer from AirAsia at the Trivandrum International Airport that because I did not have a Malaysian Visa, I will not be able to travel on my previous bookings. I was caught by surprise and explained the rationale that I understand my family and I to be considered 'n transit' in KL as Singapore was my destination. I was to only spend 5 hours in KL aiport with my family before taking another flight to SIngapore. I had also applied for relevant Singapore tourist visas and ensured that the trip was to be a smooth one.

I was extremely disappointed to be told this, at the airport itself as I took it upon myself to read all the necessary regulations and flight details on the AirAsia website when I was making my online transaction of the bookings. In total, I had spent 44, 145 IN Rupees and 992 Malaysian Ringgit for the two trips that my family and I was suppose to made. In the end, I had no choice but to make another flight booking with SilkAir for a direct flight to Singapore which cost my family and I, a total of INR70, 816 IN Rupees. I can provide the necessary flight booking details and information if required.

I have since called the AirAsia office in SIngapore to explain my disappointment and they have directed me to send an email to this address. I am genuinely hoping for some clarification and possible compensation/refund because I was only told of the need for a Malaysian Visa at Trivandrum Airport itself when I understood my family and I to be 'on transit' in KL for 5 hours before making the trip to Singapore. This unpleasant incident has left me extremely upset and I do think it is the role of the airline to highlight such details when I was making the online transaction for the booking of the flights.

My trip to Singapore has been marred by this incident and I do hope necessary action can be taken to prevent such unfortunate accidents to occur again.

I can be contacted in Singapore at (65) 81250905 till 13 April and can be contacted in India at 91 999 589 4528.

Thank you.

Regards,

Govindan Sudhi

Company: Air Asia
Country: India
State: Kerala
City: Thiruvananthapuram

  <     >