Air Asia — money gone, no flight and liar staff

Address:

Mumbai City, Maharashtra, 400099

To whoever is reading this give your full attention please try and understand on how i feel i have been robbed by air asia.
What was suppose to be my first flight ever and my friends first air asia flight became a terrible exp.

I booked my tickets pnr - iudrgf on 25th feb 2020 on a round trip mumbai to bangalore

19th march 8.10 am mumbai to bangalore
22 nd march return journey in the evening.
Tickets were for 2
Aniket desai
Hebzy williams

With the virus thret looming and karnataka on a lockdown i decided to reschedule my ticket as i read air asia is free rescheduling

After trying your helpline and staying on ivr for 2hrs for 3 days each straight because the line will never connect everyday & to see your all star representative page only loading and not going through both 3 days straight, i finally decided to make changes from the air asia app on 16th march 2020

Firstly the flight was booked through paytm so it wont get refund is what the chat suggested, later on i went to manage booking to check if it can be rescheduled for free on the air asia app i went ahead selected dates from 2nd june to 5th june as i went ahead i wanted to see if i will get a amount adjusted or the somewhere i will have to pay and get my old money refunded. At one point it became crystal clear to me that i have to pay 8000+ more to reschedule so i canceled the payment, try and understand how dumb of a move it is as i already had paid 8000 for the tickets now to reschedule it would have cost me 16000 where as the tickets booked without reschrduling on the same junr dates were 1.5k each rounding for two people at 6000 which is very stupid.
Anyway i decided not to pay so i cancelled at the make payment page. Now my old booking is gone from the manage booking page its only showing the june dates and the option to pay.
Confunsed i ran to the airport air asia domestic counter 16th march 2020 6.15 pm to check with the representative there he said free rescheduling only can be done by paytm for us you will have to oay the difference i said ok understood but why am i not seeing my old booking on the app, and asked him showing hard copy of my 19th march tickets "my tickets are still valid right? Because i am freezed on the app and cabt see" he checked the computer abd said yes by nod of the head. I said ok fine rather than taking the loss i might aswell exp first flight journey in the virus scare.

19th march 6am domestic airport and at my baggage check in section started a nightmare that will last for 2 hours.
After seeing my tickets your representative told me i cant fly reschedule request is been put thru.

I told them yes but i did it myself but i dint go thru with it because of it not being free abd informed them about my visit at the airport and confirmation from your booking counter that my tickets are still valid.

2 hours my back and forth went with your ground staff team, here on which i only heard lies's and cover up's from them.

Your duty officer - lakshami bedwekar if that is the right name cane up with most of lies and nonsense, and the most unprofessional representative i have ever seen who kept running from the situation after she told me nothing can be done.

1st she told me your ticket is from paytm go to paytm, to which i told her i rescheduled from air asia app not from paytm

2nd to the booking office incident she said maybev our representative told you ticket stands at 6.15 pm and the reschedule request went on later, i said is it my fault? How am i suppose to know

3rd time she said we will try for a credit request but cannot assure, i said okay do it and gove me some reference number to the request.

4 she assigned vidhur guest service agent nice guy and understood my situation but he also started lying

Vidhur and his lie.
I checked everything cant help you sir but credit request will be put up i said ok fine give me regerence number or mark me cc in the email or give me hard copy of the email

He said its confidential and we cannot give you anything i was shocked to hear that i asked how would i follow up he said it will come on your app, when i asked what if it does not give me something as a proof. He said he cant

I said ok show me the email you have sent.
On his phone he showed me an email which had a bunch of pnr but not mine i said where is mine, he said will send it that was lie number 2 they were all just trying to get rid of the situation
Came in your duty officer again i said to her we will leave just give us some reference to escallate this or call someone above you for me to talk
To which she said we will do the credit request and left the situation again
She called the guy sufel passenger service agent who gave me the confirmation on 16th now obviously he changed his story and started to lie.
It was like everyone was covering up for your employess mistake whereas at one point i told them i understand sometimes weake a mistake just dont lie or try to proove me a liar and please help me escallate this to atleast an acknowledgement of a mistake if nothing can be done i will be ok with that aswell.

It was a nightmare and barrage of lie's in the end i can only take the name and position of all these people on a piece of paper and nothing else i left the aiport now i am writing this note.

All the bookings i made in bangalore that is at loss aswell all because of 2 reason 1 your app made changes without me making payment and 2 most importantly your booking counter rep sufel made a mistake by being sure that my flight still stands.

To sum it up i dont want to pay for rescheduling and its still there, i can no longer go in june as my bookings in bangalore are at loss for the next 4 days, and your app only is giving me the option to pay or bare the loss

From this note i expect you to help me.
Because already a lot of loss and enbarassment at the airport is only dealth by me.
I hearby request you to please clear my rescheduling from the app as i no longer am interested in the june date and second about the 8k i paid please give a flight credit if not a refund.

With the covid-19 virus issue i can understand opperating a air line industry is not a joke with all the losses and continous calls at the call center. But i feel like overall i was fooled. And your representative could have done a better job by not lying to get rid of me or given some solution from their end to escalate this further.

Hoping to hear back from you.
Please help

Also emailing as your ava route to complaint is ending up without going thru even thou i removed all special characters (Please find attached)

Aniket
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