Air Asia — Complaint Regarding Denied Boarding and Misguidance at [Flight# AK-53.] on 30th Oct 2023

Address:

AirAsia Berhad RedQuarters Jalan Pekeliling 5 LCC Terminal 64000 Sepang Selangor Malaysia

Hi Customer Relations Department, AirAsia Berhad

I am writing to express my deep dissatisfaction and disappointment with the service I received during my recent travel experience with AirAsia. On 30thOCT 2023, I had a ticket from Kuala Lumpur (KUL) to Bangalore (BLR).
My booking reference is PNR# RDHNUE. I reached the airport well in advance, around 1.5 hours before the scheduled departure time, I was at front of the AirASia checkin Counters. To my dismay, I was denied boarding and subjected to a series of issues that have left me extremely dissatisfied. The KLIA terminal 2 Air asia counters were highly understaffed and rude.

My ordeal began when I reached the airport, and it quickly became apparent that the check-in process was chaotic and poorly managed. Instead of providing clear instructions to passengers, I was directed to various counters, each giving me different information and contradictory instructions regarding the check-in process. Even though I notified the staff that I have a flight in some time there was no assistance, even the self Check In did not happen for me, it showed some error that I may get an Emergency Exit seat so I need to do check in from the counters. This disorganization caused considerable confusion and unnecessary stress, leaving me feeling helpless and frustrated. Even the staff did not help me with priority checkin .

As the departure time was approaching, I grew increasingly concerned about missing my flight. To my shock, I was eventually informed after roaming to several counters that I will not be allowed to board the flight as the boarding time was exceeded though at that point of time there was 1Hr remaining in the departure time . From their conversation it seemed that my ticket might have already been sold to some other passengers. This is absolutely unacceptable, as it implies that my reservation was disregarded, and I was denied the service I had paid for.

Being denied boarding despite arriving well in advance and following all the airline's procedures for check-in is not only a violation of my rights as a paying customer but also a grave inconvenience that disrupted my travel plans. I was forced to incur additional costs for accommodation and rescheduling my travel arrangements due to this situation.

I request a thorough investigation into this incident, an explanation for the denied boarding, and a full refund for my ticket. I trust that AirAsia will take this matter seriously, rectify the situation, and ensure that other passengers do not face similar ordeals in the future.

I would appreciate your prompt response and resolution of this matter. Please contact me at Ph - [protected] or das.[protected]@gmail.com at your earliest convenience to discuss the steps that will be taken to address my concerns.

Thank you for your immediate attention to this matter. I hope for a swift and satisfactory resolution.