I went on line 23rd March around 1.15PM to Air Asia website attempting to book a one-way ticket from Singapore to Bandung on 24 March. I completed all details successfully and your website prompted me to proceed to payment. First attempt by credit card payment failed as it was declined. I then repeated attempt and this time your website took a few minutes with NO response. Minute later my computer browser hung and I had no choice but to shut down the computer. At this point I took it as my booking online was not successful as there was no response from your website confirming my payment nor any form of acknowledgement.
4 hours later at 6PM, when I turned on my computer again, I was shocked to receive an email acknowledgement from Air Asia that my earlier online booking was indeed successful with a booking reference T9VVRT. Within minutes, I then immediately called Air Asia Singapore Call centre and reported my problem and requested that the booking be cancelled because I had made alternative travel plan after my bad experience with Air Asia online booking. However, the attendant over the phone told me that the terms and conditions of Air Asia do not allow cancellation unless the booking is before 48 hours. I explained obviously that my booking was done for travel the following day so it is less than 48 hours but that Air Asia browser failed me due to a technical fault. Finally, the attendant over your call centre advised me to write in to your office to appeal for refund consideration.
I sent three online feedback messages using your website feedback service on the same matter but no response so far, although the standard reply message claimed that I would receive a reply within 5 working days.
I also sent a letter to Air Asia sales office in Singapore and after 2 weeks, not a word.
I request Air Asia to check your computer record and verify that the technical error was genuine and my case was the consequence of a technical error on Air Asia website.
I appeal for a refund from Air Asia deducting all administrative cost and service fees..
Thank you for your attention and help.
0 comments