Air Asia — Unethical conduct and unfair commercial gain

PNR DYCFMR
Sequence of events:
1) On noticing the name error on my booked itinerary, I immediately reached out to the customer support team asking for a correction in the name (Customer care number) . I was asked to reach out to the chat support TIA by the helpline IVR.

2) On reaching out to TIA (the chatbot), I was asked to enter the details of the passenger name as entered, and what should the corrected name be. The chatbot gave me a heads up that since the correction is for more than 3 letters, I should be substantiating my request with additional documents. I provided the passport details of my child as a proof of her name and was given a reference number from TIA for my request.

3) Taking the reference of the chatbot, I have been following up with the Air Asia support team who have been giving me conflicting answers on the follow up calls. Some of the customer support personnel also looked confused to give me a clear 'Yes' or 'No' answer to my request and mentioned that since I have provided the supporting proof, the request should go through, given the nature of the error. Note again that there were no typos in the first name or the middle name, however the middle name appears twice. Also until my last escalation to Level 2, all customer support exceutives maintained that while they cannot change the name (due to restriction of 3 letters clause) 'directly on the system, it was never ruled out as a possibility and i was asked to wait while they re looking into the matter

4) Its been more than 24 hours now and noone has been able to clarify the following while giving me conflicting responses all through -
Why I wasnt explained by TIA at the outset that a name change is not possible if its more than three letters or by the the support desk agents.
What was the purpose of asking me for a passport detail when i clearly had explained the name entered incorrectly and the name to be updated - my passport was a mere validation of the facts I had already presented and the passport validates the same
Thirdly, In all live human interactions with support exceutives (refer my recorded discussion with Mr Ravi, Ms Tarannum, Mr Ahmad, as well as others), I was told that it is not possible to 'directly' change the name on the system, hence the backend team needed proof to review and close my request
Meanwhile, the already high ticket prices have kept soaring while I was kept being given holding notes that my issue is being looked into and i would get a resolution in 24 hours