AirAsia Thailand

I was not expecting much services from Air Asia as I am taking a budget airline.

I flew to Bangkok on flight FD354 on 5th Feb and flew back on flight FD353 on 9th Feb. I was served by Ganish during my check-in at Changi Airport.
– I had done a web check-in and printed (double-sided) my sister’s and my boarding passes. With a “double-sided cannot!!”, Ganish procced to tear and crushed my printed pass showing extreme displeasure.
– The next 5 minutes of check-in was Ganish talking down on me. He made sure he do not give me any eye contact. He made sure he do not use any terms like Sir/Madam/Mr xxx/Ms xxx. Even my boss DO NOT talk to me in this way.

I was expecting just “no frills”, I did not expect a completely humiliating experience. I thought this is the type of service to expect from Air Asia but at Don Meung airport, the staff is extremely courtesy and pleasant.

We bought 4 tickets of flight no. FD3003 travel to Phuket from Bangkok on 26 December 2015 without luggages. Every passengers can carry 7 kg on hand but my kids are still young(7 and 4 years) and thus we prepared 2 hand carry bags (15 kg for total).The problem started at on board at gate number 31.The staff at boarding gate told us to check-in our bags and we explained that we have extra empty bags and thus we can transfer to them. But she shouted and said our bags must be checked-in. We said we don’t have any other stuffs to carry but she kept our passports and refused our request. She shouted us very angrily in front of many people. Finally, we paid 2000 bahts for 2 bags to checked-in. We feel that it is really bullied our rights to carry 7 kg hand carry for each person and unfairly taken 2000 bahts. Moreover, the staff at the gate is very rude and we requested Thai Airasia to take an action to that staff. But, Thai Airasis did not take any action to that staff according to the reply from their customer care staff .If they do not take an action to the rude staff, I’m sure other budget airlines(e.g Nok air) will take over their markets in the future.

Last month we booked 4 tickets, 2 of traveled and 2 could not traveled due illness and death in the family, when contacted for refund/credit we were asked to submit some papers and it will be refunded. I submitted the papers. after that there is no response to my emails and they don’t want to talk on the phone for these. Mr. Tony Fernandes & Aireen Omar should know better than anybody, that if they are not customer focused and ethical, they are not going to last long in this business.

Our first flight was delayed by 2 hours. Our second flight we didn’t pre pay for baggage and they charged us 72 USD per bag to check them!

Terrible policy, but you get what you pay for. The staff were nice enough but I cannot believe the bogus baggage fees.

EDITORS COMMENT: Yep you need to pre purchase your checked baggage. They offer cheap fares but what they lose in cost per seat they make up in extra baggage at check in.

This airline has pretty bad customer service. I checked in on line and entered my bags and weight. The website told me how much it would cost. I printed my boarding passes and went to the airport. The website never asked me to pay for the bags. At the check in counter they told me I did not properly add my bags and charged me 3 X the website quote. Nobody would listen or care. I was so frustrated paying over $100 for two bags when it would have been $36 for locals who know how to navigate the subpar checkin process on web. Then I get on plane and they won’t give me a drink of anything on the flight because I didn’t know you must pre purchase food and sodas before you take off. Only locals with the app were getting served. It took me an hour of reading to realize you have to pre pay for a soda in order to get one. I will avoid this airline if possible.