Dear Mr. Tony Fernandes,

This is in regards to the customer service of Air Asia and unfortunately I have not received adequate customer service from Air Asia staff. I’m going to detail the whole situation faced with the customer representatives over the past three weeks and would be grateful if you could understand the situation we as Air Asia passengers are put into in spite of having high expectations.

Firstly, we have booked tickets to travel to Singapore with my parents and partner for a week’s holiday. Unfortunately, my partner was unwell and unable to fly and the doctor gave him a medical certificate saying he was unfit to fly and the reason is confidential. Our date of departure was the 16th January 2016 and my partner fell unwell on the 14th January 2016. So, I called Air Asia customer service and informed them of this situation and wanted a credit shell for which we could fly again when my partner was feeling better. For which I explained the whole situation to the customer representative and she said to me:

Staff: Do not worry Miss, all you have to do is to send the medical certificate of my partner and evidence of relationship of all other 3 passengers (we were four of us travelling-Father, mother, daughter and her partner)

Me: Is passport copies sufficient cause we have that as proof to say my parents name on my passport and will also send my parents passports as evidence

Staff: Yes Miss that should be enough and as soon as you send it our team will process it and you will receive a credit shell for ALL FOUR passengers within 48hrs

Me: That sounds good as long we are able to get the credit shell as you say I would send all the documents as requested and will cancel the flight tickets.

Therefore, I have cancelled the tickets with the understanding from your staff that I would get the credit shell in order to book our tickets for a following date.

However upon further days the credit shell application was rejected and I called back Air Asia customer service and they started to change their terms and conditions saying I need to show a proof of relationship with Laurence for which I asked your staff what kind of document can I show for a partner relationship and the answer from the staff was ‘I don’t know’. And to keep in mind this conversations was going around for over 2hours on this occasion. Over previous days I have spent countless hours trying to get proper information from Air Asia which has come to a total of 120$ AUD spent on phone credit.

I have requested for a call from a supervisor for which I have not received as yet and I just made another call probably the 25th call and the lady (customer representative) says: You need to show a proof of relationship between me and my partner to get a refund and I said there is no official document for that other than writing it in a piece of paper cause the Justice of peace wouldn’t attest that piece of paper. For which your customer representative says:

Staff: You can provide a marriage certificate

Me: I’m not married so what document do you think I can submit?

Staff: Marriage certificate would be good to process the credit shell for all four passengers

Me: But I’m not married so is there any other option?

Staff: Maybe you can get married to receive a credit shell

Me: Are you actually saying that? Are you serious? Because that’s not how you talk to a passenger

Staff: Maybe if you get married and submit the certificate our team will be able to process your request

And that’s how the customer representative talks to a passenger and that a tiny bit of it cause I’ve been calling and was on the phone for literally over 30hours easy despite my job and other things to do and had to keep recharging my phone every other day cause your staff couldn’t even call back on request. It’s been three weeks past and throughout these three weeks I could say the service was terrible and the way the staff talks to me being a passenger was of insult, disrespect, do not care for what you say or think, not mindful of a passenger’s perspective and tone of language of the worst I have ever received in my whole life. It is a great shame to Air Asia and I’m very sad to take it up to such a high level just to have the problem resolved.

If you check all the calls which I have spoken to the staff I’m sure it would be of great disappointment equal to the disappointment I have at this moment. I would never ever be recommending AirAsia to any family and friends and would not be flying AirAsia again.

Until this point, I have not received any credit shell back and still waiting for it. I work hard and my partner and myself saved our money to take my family to Singapore for a holiday cause they were visiting us in Australia and I need the money cause its hard earned money.

My Mum and Dad have now gone back to India so our chance for a holiday has been ruined. However I am writing asking for the refund that I was told I would receive over 3 weeks ago to be deposited to the credit shell.

I would be grateful if you could please look into this matter despite your busy schedule and would be very humbled if you could please assist me.

I’ve got most of the staff member names with me and would give it all to you on request.

Thanks and regards,

Shivon Holding