My Opinion

nothing but my opinion

airasia.com - Cheap in the truest sense of the word - a service desert

Normally you can expect nothing from low-cost suppliers. But what I've experienced online at AirAsia beats all negative experiences I've ever seen. The support staff from AirAsia is even too lazy to sell you a ticket.

Everything started with a not functioning captcha at their booking website. Everybody can see in the following screenshot that the captcha gets shown and there is nothing readable in it:

AirAsia screenshot from the booking process

Failures can normally happen every time, so I decided to send them a message by filling their form on the website. The only reply I got until today is the automatic reply from their mailserver shown in the next screenshot:

Screenshot of the only answer from AirAsia if you fill out their support form on their website

As an email address is not getting provided and I did not get any answer on my request above, I tried their other customer support channels - the online chat. The impressing screenshot of their online chat gets shown below:

AirAsia is calling this to be a online chat for customer support

The only support channel, where I got a reply has been Twitter. But you shall take a look about the kind of the replies. I have attached a Adobe Acrobat document with the content of the Twitter messages from AirAsia for the case that the Twitter Messages are getting deleted. The support personal even did not know that the only thing what is functioning at their website is the session expiring routine.

Anyway, the first answer from the support of AirAsia has been:

Oh no! Sorry about this Faix, please clear your browser's history, cookies and cache or change browser and try again. -Ed

Wow, that is a standard answer, somewhere from a prayers book. Maybe it helps it some special cases, but I had tried it with Google Chrome, Firefox, Opera and Microsoft Edge and had everywhere the same result. It shows only that the support personal has been even too lazy to take a look at their own website.

The next Twitter messages (here and here) have been showing already more interest in the case.

Really sorry about this Rudolf, have you tried clearing your browser's data too? For us to replicate the issue, kindly DM us current location, IP address, the device you're using and were you logged in as a member when booking the flight? -Floi

I have sent them the data they asked for. About the IP address I have not been sure as AirAsia needed for a reaction a few hours. After they had received the requested data they excused themselves and made the following suggestion on Twitter:

We also advise you to alternatively try via Mobile App. We're sorry for the inconvenience and thanks for your patience. -Floi

With other words someone shall have trust into a program from a source who is even not able to bring up an error free functioning simple website. This Floi seems to be a little bit crazy, that someone will install an app from such a source, where got found in the Apple App Store malware 'infected 4,000 apps' during the year 2015 and the app store from Google is not better: Hundreds of Android Apps Containing Dresscode Malware Hiding in Google Play Store (published by Norton) and Interpol is warning actually about INTERPOL-led cybercrime operation across ASEAN unites public and private sectors.

Under the above circumstances, a deadbeat from a company, which has programmed their own website cheap, quick and dirty, likes that their potential customers should install software on their devices only for the reason that they are able to book flights from them. Which quality of software someone can expect from such a cheap company?

By taking a look at their website, everybody can see, that they are using their own booking system for flights and a soon as you like to add a hotel, then they are taking the content from expedia.com.ph and name it as AirAsiaGo. They are even not able to handle the parameter passing to the Expedia website, because if you enter a 4 night trip into their form you'll get at the Expedia Website the error message: "That's a long trip! Hotels only allow a stay of 26 consecutive nights or less."

Such people or programmer are even not able to handle their own computer security. Why someone shall install their apps in this case?

Another deadbeat from AirAsia had written on Twitter:

Hi Rudolf, we are truly sorry for the inconvenience caused. We advice you can make the booking via Airasia Sales office or you can do the booking via mobile apps. We also send your feedback to the relevant team to investigate on this issue. -Raj

Sure, I'll go to Manila, what takes depending on the traffic around 2 hours for one way, that AirAsia does not need to move his ass! A better idea from them would have been, that they are coming to me, bring the ticket and I pay it cash. But such an idea, had not one from them.

By taking a look at the name at the end of the message, everybody can see that a center from India is answering the customer request. This center is not able to do something or provide some real help, except providing unsuitable means and advises. AirAsia is in this case only trashing some money for nothing. The result is, that their reputation, which does already not exist, is going down to a negative promotion.

This poor communication got done in public. I did not get any answers to my email inquiry. At this point the support staff from AirAsia found it already embarrassing and asked a few times to change to direct messages, which I have more or less ignored, because they have ignored my requests, where they could answer by email.

There are only two options as in Europe, US, Australia, etc. exists a data protection law:

  1. The customer service from AirAsia has no access to the booking data. In this case the customer service from AirAsia does not make any sense, as they are not able to give help to their customers.
  2. AirAsia is ignoring the data protection law and will get soon fined for breaking the law. The article from the New York Times shows an example F.C.C. Fines AT&T $25 Million for Privacy Breach which kind of fines can happen. An additional loss of European and US licenses can happen too in such a case. If it will happen, AirAsia will be only a negative example where future manager can learn from it.

Anyway some people and manager will never learn how to make business. Intelligence is commercially not available. Maybe some stupid AirAsia managers are thinking that someone, who has made such a negative experience with their first level support, will try a second level support by using another channel. People, who are having all their senses in place, will avoid to get in contact with such a company in future.

They even had the idea to chose other payment options and one stated even that it is a security feature to show no content in the captcha:

We're so sorry about this Rudolf as we've got a very high security measures in our website to avoid Fraud transactions.

The best fraud protection for AirAsia will be to shut down their website and their business, as the most people are not able to book their services online. I'm happy, that I could not book a flight there, because what will I do in the case I have booked one of their services and need really help from their customer service? In such a case they have already the payment and would even not reply to a public posting. Such companies, who are handling their valued customers in this way will not exist a long time. Saving money in customer service is exactly the wrong way for making some business. Everybody and every company gets exactly that for what they are paying.

AskAirAsia Twitter Messages.pdf (867.92 kb)