Pathetic Experience with Air Asia

Review of osma about the flight Air Asia between Puerto Princesa and Manille on 01/08/2017 in Economy
osma AK / AXM PPS / MNL

I bought an Air Asia ticket for 112 euros for my future wife, from Puerto Princesa (Palawan) to Manila. Given to the usual but still acceptable delays of these company, I had taken a flight on September 1St at 8:50 am to allow her to take her intercontinental Emirates flight from Manila to France at 6:40 am on September 2 with serenity.

August 31 at 4:30 pm in the late eve of her travel, I got first a mail from Air Asia saying:

« We regret to inform you that flight Z2-433 which is scheduled to start from Puerto Princesa to Manila on August 01, 2017 at 08:50 AM (08:50:00) has been cancelled due to Additional Servicing of the Assigned Aircraft.

Your NEW Flight Details:

Flight Number Z2-421
Departure PPS 7:40 PM (1940 (H), local time
Happens MNL 9:10 PM (2110H), local time

For assistance, you may choose one of the following service recovery options:
1. One time free move flight within 30 days.
2. Convert fare amount to credit shell valid for 90 days.
3. Refund.


At 16:32 pm, I received a SMS of Air Asia, telling me:

« Dear Valued Guest, PNR SJ2KJJ with flight Z2-433 PPS - MNL on 01 Aug 2017 has been cancelled and moved to Z2-421 NETD 7:40 PM (1940 H).» For your flight assistance, kindly call + 632-722-2742, 6 am - 11 pm, or check your registered email for more information. »

The expression “NETD” made these SMS particularly incomprehensible. I didn't know if she could catch a plane at 7:40 pm on September 1St, or only on September 2. In the first case, I also could not take the risk, because the company could delay the flight until the next morning, since she is often late. So I had to take in emergency a Philippine Airlines ticket for 95 euros.

Based on the mail, I therefore asked the refund on the website of the company and sent all requested files. By mail from August 2, the company asked me the same thing, what I did on August 4. I did send a reminder on August 9 and 18. I got a generic acknowledgement of receipt on August 19, telling me that the refund was in process. Then nothing more. I recalled September 5 : no response anymore.

When my future wife came back to Manila, as the Schengen appointment at the French Embassy had been advanced, she asked Air Asia if she could change her flight paying a supplement. Answer : No. So she took a flight on Cebu Airlines.

In conclusion:

This company does not respect the usual basic commitments of the profession. Legitimate refunds are not made (that of the flight from Puerto to Manila). Finally, I paid the equivalent of 207 euros for a so-called “low cost company”, who did not honor the flight Puerto-Manila, while I paid 211 euros for my next flight in December from Manila to Puerto -and back- on Philippine Airlines.
Actually, on this flight, the Air Asia company has proved to be twice as expensive as Philippine Airlines.

My advice:

Don't take this company, which is not reliable about schedules or contractual terms. You will lose your money, not to mention the serious incidents that have affected her in recent months.
For your travels in Asia you better offer yourself the serenity that will give you the financial and contractual reliability and good board service of other companies.

Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
1 / 5
On board
1 / 5
Costumer service
1 / 5
1 / 5
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By osma, about Air Asia, , close to Lyon, Auvergne-Rhone-Alpes, France
Posted online by admin, on 15 September 2017, view original version
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