I am a frequent customer of airasia. I feel it is my duty to relay an important message. Three months back, my wife and i suffered personal harm and the scar has not yet left my mind... Twice i have tried to email the company but only silence in return, rubbing salt in the wound, as it were. I have to write you to explain the situation to clear my mind of this.
I booked a flight (Booking number hfj84c) for two passengers on 7th of april, 2017 flight ak 131 from hkg to cok, connecting through kul. I have been on over 100 flights on all of which my luggage was checked through to my final destination. However, upon checking in at the aairasia ticket counter, i was told the pre-booked luggage i purchased was only sufficient to transport my bags to kul. I must explain that your website (I booked directly through airasia.com, not a third party website) was very efficient at guiding me through the booking process. I was asked would i like a meal for the first leg, then the second. I was asked would i like extra leg room on the first leg and then the second... But when it came to luggage, there was no mention of first vs second leg - i was simply asked how much luggage. This made it appear as though an all-inclusive fee would take my bags to the final destination. At the ticketing counter, your employees explained the policy so my wife began to search your website. Admittedly, we found the information but buried within the policies and heavy wordage. We really had to search - it was not clear upon booking nor was it information that would occur to most people to search out as it is different from most baggage policies. We were then informed that the additional luggage charge would be over $1, 000usd. With only two hours remaining before the flight, we were felt gobsmacked - what option would we have! Please understand too, we had tried to check in for the flight early that morning (Around 10:00am) but were told we were not able. We put our luggage in storage, left the airport and returned at the appropriate check-in time. Although the time to check in was ample, the window to purchase pre-booked luggage was now closed. My wife began to cry. The possessions she had carefully packed were her cherished belongings, a few precious things she selected to accompany us on our move to india. We felt helpless, in a daze. None of the staff offered a solution - they repeated the policy again and again saying there was nothing we could do.in her emotion, my wife remembered that we had purchased cancellation insurance and we decided to cancel our flight so we could purchase another that included luggage. Suddenly, a staff member approached us and said the fee had been reduced. We could take our bags if we paid $213.18usd. We quickly paid the fee (Not knowing how this number was derived) and began to run to catch our flight two terminals away. As evidence of this transaction, i am attaching a photo of our baggage with the "fly-thru" sticker attached. I would like to know for my peace of mind, why was i asked to pay an expensive last minute charge that couldn't be resolved at the ticket counter when i would have been more than willing to pay a reasonable fee on your website the month prior during the booking process, had it been presented.
Thank you for taking the time to hear my voice.
