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楼主 |
发表于 2012-3-10 07:32:52
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来自： 香港
以下是我發個消委會的郵件，
I am Johny from Hong Kong, I booked air asia ticket last year for visiting Malaysia this Easter hoilday. However, I received the email notification from email on 10th Feb 2012, which mentioned my flight have been cancelled. I tired to contract their hotline in HK for assistence, they replied that not allow to change and move flight. By the way, I tried to send feedback on air asia web. Stated what I need and please process for refund or change departure date. Please see below email from Air Asia.
Dear Valued Guest,
AirAsia would like to advise that our flight AK5052, scheduled to depart from Penang (PEN) to Hong Kong (HKG) at 04:10PM (1610 hours) on 10th APR 12, has unfortunately been CANCELLED and MOVED to 10th APR 12 on flight AK1574 which is DEPARTING at 03:40PM (1540 hours). It arrives in Hong Kong at 07:25PM (1925 hours), local time.
Should you require further assistance, please do not hesitate to contact us at +603 2614 2999 and enter this Password:505210042012 to speak to an agent or log on to our website at www.airasia.com. Please disregard this notification if your original flight time within your booking is the same as the timing indicated above. We apologies for the inconvenience caused.
Yours sincerely, AirAsia.
However, throughout online feedback, they still insist the flight is not cancelled is retime which is inconsistence with the notification mail. Please see below email reply.
Dear YEUNGGAI,
We thank you for e-mailing to AirAsia. In response to your inquiry, we are truly sorry for the flight reschedule. Like other point to point carriers, AirAsia would not reschedule the connecting flight if it has a difference of only 30 minutes. We always do our best to adhere to the published schedule. We are fully aware that reschedules not only disrupt our guests' travel plans, it affects our on time performance too. However, just like any other airline, sometimes flights are rescheduled for various reasons which is beyond our control. Let us assure you that we continuously strive for the best flight experience for all our guests. We hope that you will fly with again and enjoy a better experience with us. For further information, you may refer to our website: http://www.airasia.com/my/en/home.html/ on Twitter (http://www.twitter.com/AskAirAsia) or chat with us on live chat for immediate assistance. We hope the above explains.
Kind regards Ms Thanamrajah C
Customer Care AirAsia
On the next step, I resend a feedback mail to them and clear stated that the flight is not RETIME, it is cancelled and moved. But, what I feel so sad that Air Asia sent me below email.
Dear YEUNGGAI
We have replied to you on the 17th February 2011, which is self explanatory. We are reiterating again that flights that have been retimed 30 minutes would not be allowed to move flights. We hope you have the understanding on this matter.
Kind regards
Ms Thanamrajah C
Customer Care AirAsia
It was so rude and impolite which I received; Air Asia represents the spirits of Malaysia, which sent such email to its passengers. Such information is misleading and hard to understand. I felt very angry and disappointed with air asia and resend a feedback to its headquarter. Yesterday, I got the mail. Please see below.
Dear YEUNGGAI
We thank you for e-mailing to AirAsia again. The pre flight team has liaised with you directly on the flight cancellation which has a difference of 30 minutes and therefore they are not able to do any changes or move your flight. For further information, you may refer to our website: http://www.airasia.com/my/en/home.html/ on Twitter (http://www.twitter.com/AskAirAsia) or chat with us on live chat for immediate assistance. We hope the above explains.
Kind regards
Ms Thanamrajah C
Customer Care AirAsia
I did not get in touch with Pre flight team and no one explain the fact to me. Now, I have no idea except report to Consumer Council of Malaysia. Please help me to chase with Air Asia and protect our basic consumer right.
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发表于 2012-3-9 23:59:53
