Air Asia Rude And Aggressive Check In Staff

[mrtoad]

I had the misfortune to fly with Air Asia last week. A short trip to Phuket with a group of seven toplay cricket. We decided to fly with them, as the flight times were conveneint and the price was pretty OK on appearance.

On arriving at check in at Swamppy, we proceeded to check in our luggage. The check in girl Khun Rattawan, immediatley said in an aggressive tone "you pay more you have sport equipment, and overweight". OK, no problem with the rules around excess luggage, although at 1.6kg it's hardly a problem, when you can transfer something inot hand luggage. Anyway, we politley pointed out to here that we did not feel that the bags should be charged the extr 300bht she was demanding, as it was normal sized luggage, with no breakables or special requirments. I've never had a problem when transporting golf clubs, and am happy to pay the extra, but this was all in one bag including my clothes and I have travelled a fair bit with this bag and stuff in the past. We asked to speak with her supervisor, which she refused to acknowledge, on asking fior her name she again refused to provide it saying "I not give, you not Thai People, you foreigner". Now I have no idea why this had an relevance to us wanting to make a complaint, but she then started to talk aggresivley about how bad Farangs were in general and that they all complain, etc, etc. The general content was certainly unprofessional and racist IMO. eventually on finding the supervisor , we were then shouted at further by Khun Rattawan for complaing, all in view of other customers and staff. The supervisor, had little control over the whole thing, and eventually agreed that the luggage was not what would be classified as spors equipment. Okay, so we get it all checked in, and we are still pretty well not happy about this, but not a lot we could do at this point. Anyway, we arrive in Phuket, and not suprisingly one of our bags is missing. On further checking, it hadn't been put on the plane, so we were told it may be down later in the day. Eventually it turned up at 4pm in the afternoon, no apology, nothing. It certainly felt that this was done on purpose, but again there's little you can do to prove it. All in all a pretty poor performance, but nothing as to what was gong to come on the return flight.

Check in at Phuket yesterday afternoon, huge lines of people comliaing about various extra charges etc, etc. Very chaotic, but eventually get through to check. Hand in tickets and ID's with a polite greeting. A quick scowl form the check in girl, who then shouts you pay surcharge for sports equipment and 11kg excess baggage. No. as soon as this was questioned she launched off into a tirade about Farang being difficult and that we had to pay. Okay, wheres the supervisor? So we explain the situation, reweigh the bags and the weight is now down to 5kg, without anything being taken out. At this point Check in girl is clearly Pissed,we explain and produce documents saying about the baggage delay etc, and that it would be curteous for them to allow us the weight. She agrees to this, but as things were going through and after a discussion with the check in girl in Thai, she then demands money for sports equipment and the weight. We ask to speak with thew manager, which they refused to do. The supervisor then started shouting at us and pointing in an agressive manner that we had to pay or she could make it difficult. Okay, all in all it wasn't the money, really couldn't care less about an extra 700 or 800 bht, but what I do not like is the general attitude of this airline towards it's customers. There certainly was a number of very unhappy customers in Phuket yesterday afternoon.

All of our group live and work in BKK, a number of us fly reguarly with different airlines. I can certtainly say that I have never been treated like this in 17 years of flying, and I will most certainly not use Air Asia again. I did manage to speak with the Manager at Phuket in her office, a nice but clearly incompetent lady, who reluctantly gave me the contact details for Head Office in Malaysia. She was unable to give me a proper definition of what constitutes sports equipment, and I'd say if you're flying with this lot and have a tennis racket beware. She did admit that there had been some problems with check in, but obviously was not going to elaborate.

Sorry for the long post and whinge, but sometimes things need to be said and for me and my travelling group this was one of them.

[orchis]

I did a BKKHKT BKK with them return yesterday FD 3030, everything ok, they were firm but friendly.

Edited April 22, 2008 by orchis

[mrtoad]

I did a BKKHKT BKK with them return yesterday FD 3030, everything ok, they were firm but friendly.

Thats good, as I say this was my personal experience and I'm sure others feel that they are good.

[Jingthing]

mrtoad, thanks for the report. It sounds like some staff at Air Asia are aggressively racist and the management doesn't care. I can't see why you would have made up that story.

[mrtoad]

mrtoad, thanks for the report. It sounds like some staff at Air Asia are aggressively racist and the management doesn't care. I can't see why you would have made up that story.

Thanks JT,

I have no reason to make it up at all, and was very dissapointed with the whole episode.

Edited April 22, 2008 by mrtoad

[Cuban]

There is little that you will achive in talking to the airline airport supervisors - they are purely interested in moving people and bags from in front of 'their' staff to somewhere else - therefore someone else's problem.

If you want to make an impact on the airline or on the staff that you encountered you should spend your time blogging your experiances and making an online spectacle of their bad customer service, publish pictures and name names.

There are plenty of air travel and tourist websites that you could use to do this, even set up your own anti web site if you are pissed off enough.

If it were me I would make a start here, plenty of ways to impact the airline.

[ajarnmark]

I did a BKK-SIN-BKK once in 2005. The check-in girl was very racist and rude. When she passed a comment about me in Thai and I replied back in Thai, she was stunned. Later I complained about her behavior to the supervisor, he was a swiss guy and he allowed me to shout back at her, but its no me, I cant go as low as she was.

Landing at Changi airport is the worst I have ever experienced in my life.

Another travel was from BKK-KL-BKK, flight was one and half hour late. Check in girl asked me to show USD500, which I showed. Later I was asked again to show money on the departure gate.

Overall my experience is that Air Asia sucks.

[mrtoad]

There is little that you will achive in talking to the airline airport supervisors - they are purely interested in moving people and bags from in front of 'their' staff to somewhere else - therefore someone else's problem.

If you want to make an impact on the airline or on the staff that you encountered you should spend your time blogging your experiances and making an online spectacle of their bad customer service, publish pictures and name names.

There are plenty of air travel and tourist websites that you could use to do this, even set up your own anti web site if you are pissed off enough.

If it were me I would make a start here, plenty of ways to impact the airline.

That is good advice too, and one that we intend to do (hence loggin it here), along with lodging a complaint with head office. The general crux is the clear lack of accountability or lack of responsibility being shown by the supervisors who are complicit in making it difficult for customers.

[barky]

I too have had one or two negative, frustrating events with Thai Air Asia. However, over the past two years I have swithed airlines. I will never go back to Thai Air Asia unless it is a dire emergency. They are pigs who don't care at all about non Thai customers. Thai Air Asia have lost my money forever! I hope they go out of business in Thailand and a big som nom na to them.

[mrtoad]

I too have had one or two negative, frustrating events with Thai Air Asia. However, over the past two years I have swithed airlines. I will never go back to Thai Air Asia unless it is a dire emergency. They are pigs who don't care at all about non Thai customers. Thai Air Asia have lost my money forever! I hope they go out of business in Thailand and a big som nom na to them.

Yeah, these are my feelings exactly. I wish that I had onw paid the extra and flown with Thai or maybe Nok, who I have also used a couple of times and found to be good. Anyway, they have lost 7 customers based on yesterday and wont be getting them back.

[seagull]

If I am not mistaken here, ground handling agents are not employed by the airlines concerned. Therefore, the airlines has no direct jurisdiction over matters pertaining to ground handling.

[mrtoad]

If I am not mistaken here, ground handling agents are not employed by the airlines concerned. Therefore, the airlines has no direct jurisdiction over matters pertaining to ground handling.

You're mistaken - these were Air Asia employees.

[Cuban]

The fact that they have 'lost' 7 customers will not affect the airline nor have the remotest impact on the lives of the people that have upset you. A blogging Smurf attack will show up in Google results for the airline - that will have an impact. A thousand Smurfs can't be wrong when they speak with one voice.

Last night Bloomberg TV reported that 'Google' is the number one brand in the world - I assume they meant developed world.

[seagull]

If I am not mistaken here, ground handling agents are not employed by the airlines concerned. Therefore, the airlines has no direct jurisdiction over matters pertaining to ground handling.

You're mistaken - these were Air Asia employees.

Ok, never flew with AirAsia. Always with Jetstar, Tiger, or Nok. All fine budget airlines.

[terryp]

Wrong Air Asia check in their customers the staff then run over to the boarding gate and take the paper tickets off you to depart then clean the palce...they do everything

[mrtoad]

The fact that they have 'lost' 7 customers will not affect the airline nor have the remotest impact on the lives of the people that have upset you. A blogging Smurf attack will show up in Google results for the airline - that will have an impact. A thousand Smurfs can't be wrong when they speak with one voice.

Last night Bloomberg TV reported that 'Google' is the number one brand in the world - I assume they meant developed world.

I'm sure that it doesn't make any difference TO THEM that they have lost 7 customers, as they clearly couldn't give a <deleted> as witnessed by their behaviour towards us. I can clearly see that there is a total lack of responsibilty and accountability in the organisation from the events this week.

I can only vent my frustrations, and of course people can make their own assumptions about the airline. I have and will also praise other airlines that do offer a good service, and as I have mentioned I have been more than happy with NOK on the 4 or 5 ocassions I have flown with them. I have also used Air Asia in the past and had no problems.

[H2oDunc]

I am strictly of the opinon that you get what you pay for. If you book a CHEAP flight with a BUDGET airway that is exactly what to expect. the way I read it you got exactly what you paid for. The girl at check in stung you for 300 baht extra baggage as all CHEAP, BUDGET airlines do RYAN air even charge per item just to put your baggage in the hold and you probably made a big deal over it hence the attitude. Why kick up a fuss over 300 baht???? I often read about people slagging off certain airlines but when you read the full story it turns out they checked in late, after the flight had closed and DEMANDED to be put on the flight only to be politely told to go take a running jump yet its always the airlines fault. If you had paid the extra and flown with Thai you would probably had nothing to moan about. CHEAP BUDGET airlines fill a gap. They are for people who want to get from A_B cheaply with no fuss and no frills and tend not to be carrying loads of luggage or sports equipment. Like the guy in the DONT BUY A BIKE FROM TESCO's thread YOU GET WHAT YOU PAY FOR!!!!!!!!!!

[mrtoad]

I am strictly of the opinon that you get what you pay for. If you book a CHEAP flight with a BUDGET airway that is exactly what to expect. the way I read it you got exactly what you paid for. The girl at check in stung you for 300 baht extra baggage as all CHEAP, BUDGET airlines do RYAN air even charge per item just to put your baggage in the hold and you probably made a big deal over it hence the attitude. Why kick up a fuss over 300 baht???? I often read about people slagging off certain airlines but when you read the full story it turns out they checked in late, after the flight had closed and DEMANDED to be put on the flight only to be politely told to go take a running jump yet its always the airlines fault. If you had paid the extra and flown with Thai you would probably had nothing to moan about. CHEAP BUDGET airlines fill a gap. They are for people who want to get from A_B cheaply with no fuss and no frills and tend not to be carrying loads of luggage or sports equipment. Like the guy in the DONT BUY A BIKE FROM TESCO's thread YOU GET WHAT YOU PAY FOR!!!!!!!!!!

I agree that you get what you pay for, but no one deserves to be shouted at an abused. If you read my initial post, I did not make a big issue out of it, the attitude started even before I'd said anything. You don't need to emphasise the cheap and budget words. Courtesy and politeness costs nothing, but can be a big source of income in the long run. I think there is a difference between a cheap bike (physical product), and using a cheap airline, whereby at least you expect to be treated as a customer and not as an irritant.

Edited April 22, 2008 by mrtoad

[Jingthing]

There is no excuse for racist comments from staff, cheap airlines or not.

I have only flown them once. It was OK and no racist comments. I was overweight on one flight and expected to pay, but one thing that did bother me was the tone of voice and attitude of the check in agent when he announced I would have to pay. He was acting kind of like a cop who had caught me in some kind of major crime. Not a problem, but kind of strange considering they make alot of money this way.

Edited April 22, 2008 by Jingthing

[orchis]

I did a BKKHKT BKK with them return yesterday FD 3030, everything ok, they were firm but friendly.

Thats good, as I say this was my personal experience and I'm sure others feel that they are good.

I dont doubt your word, I just didnt have the same experience with them.

Edited April 22, 2008 by orchis

[mrtoad]

There is no excuse for racist comments from staff, cheap airlines or not.

I have only flown them once. It was OK and no racist comments. I was overweight on one flight and expected to pay, but one thing that did bother me was the tone of voice and attitude of the check in agent when he announced I would have to pay. He was acting kind of like a cop who had caught me in some kind of major crime. Not a problem, but kind of strange considering they make alot of money this way.

I know that there are a few airline guys who post on this forum, so maybe they may able to shed a clearer light as if this general attitude is common place with said airline.

I'm sure that they would agree that the service was not acceptable.

BTW just to clear up with H20Dunc, I have no problem paying for excess baggage, I checked in on time with correct documentation, made no demands and spoke in a polite manner.

[joskydive]

I am strictly of the opinon that you get what you pay for. If you book a CHEAP flight with a BUDGET airway that is exactly what to expect. the way I read it you got exactly what you paid for. The girl at check in stung you for 300 baht extra baggage as all CHEAP, BUDGET airlines do RYAN air even charge per item just to put your baggage in the hold and you probably made a big deal over it hence the attitude. Why kick up a fuss over 300 baht???? I often read about people slagging off certain airlines but when you read the full story it turns out they checked in late, after the flight had closed and DEMANDED to be put on the flight only to be politely told to go take a running jump yet its always the airlines fault. If you had paid the extra and flown with Thai you would probably had nothing to moan about. CHEAP BUDGET airlines fill a gap. They are for people who want to get from A_B cheaply with no fuss and no frills and tend not to be carrying loads of luggage or sports equipment. Like the guy in the DONT BUY A BIKE FROM TESCO's thread YOU GET WHAT YOU PAY FOR!!!!!!!!!![/color]

I doubt very much that we, as foreigners, would pay for racist, aggressive and rude remarks. As far as I'm concerned my money is as good as anyone else's and I expect to be treated the same as anyone else, whether they be Thai or not!

I, too, have had this hostile treatment from them in the form of being pushed out of the queue to allow Thai's to sign in first. Luckily for me I have always had other Thai travellers who thought I was being mistreated by the Air Asia staff and they have told them off and put me in the queue before them.

Getting my own back on them with regard to luggage!!!!

I always offer the take my skydiving gear on as hand luggage. For some reason they dislike this idea and I have no further problems with regard to luggage.

[seagull]

I am strictly of the opinon that you get what you pay for. If you book a CHEAP flight with a BUDGET airway that is exactly what to expect. the way I read it you got exactly what you paid for. The girl at check in stung you for 300 baht extra baggage as all CHEAP, BUDGET airlines do RYAN air even charge per item just to put your baggage in the hold and you probably made a big deal over it hence the attitude. Why kick up a fuss over 300 baht???? I often read about people slagging off certain airlines but when you read the full story it turns out they checked in late, after the flight had closed and DEMANDED to be put on the flight only to be politely told to go take a running jump yet its always the airlines fault. If you had paid the extra and flown with Thai you would probably had nothing to moan about. CHEAP BUDGET airlines fill a gap. They are for people who want to get from A_B cheaply with no fuss and no frills and tend not to be carrying loads of luggage or sports equipment. Like the guy in the DONT BUY A BIKE FROM TESCO's thread YOU GET WHAT YOU PAY FOR!!!!!!!!!!

What you saying waterdunc ? Just because a person pays cheap to fly (as in a budget airline), these paying passengers deserved to be shouted at and be rude with ? Who are these people who sits behind them counters think they are ? The OP's thrust of the matter is about attitudes (courtesy primarily) and the extra cost secondary.

[PhilHarries]

There is no excuse for racist comments from staff, cheap airlines or not.

I have only flown them once. It was OK and no racist comments. I was overweight on one flight and expected to pay, but one thing that did bother me was the tone of voice and attitude of the check in agent when he announced I would have to pay. He was acting kind of like a cop who had caught me in some kind of major crime. Not a problem, but kind of strange considering they make alot of money this way.

Too true, they should welcome those with excess baggage with open arms. Malaysian chaged me around 30% of the one way ticket price when I was 7kg over.

[mrtoad]

What you saying waterdunc ? Just because a person pays cheap to fly (as in a budget airline), these paying passengers deserved to be shouted at and be rude with ? Who are these people who sits behind them counters think they are ? The OP's thrust of the matter is about attitudes (courtesy primarily) and the extra cost secondary.

Thankyou Seagull for highlighting what I had already said, but waterboy had decided to ignore. I'm afraid there will always be apologists.

I think phil harries has made a very valid point. Air Asia clearly make a lot of money out of excess luggage, but you would think that they would at least get the staff to present themselves in an appropriate and proffesional manner. I'm still trying to find out what is the definition of "Sports Equipment" though, as no one at either Phuket or Bangkok would elaborate either as they didn't want to, or didn't know.

[OxfordWill]

Ive had similar experience with air asia. Just *weird* attitude from check in staff. I did manage to win her over with some sweet talk but why the hel_l should we have to do that? I felt like a naughty school boy after being a few KG over 15. I even started the conversation saying "my bag is heavy, how much extra?".

IMO the word "please" is not taught enough in any of these companies. It would make a hel_l of a difference to hear it now and then.

[mrtoad]

Ive had similar experience with air asia. Just *weird* attitude from check in staff. I did manage to win her over with some sweet talk but why the hel_l should we have to do that? I felt like a naughty school boy after being a few KG over 15. I even started the conversation saying "my bag is heavy, how much extra?".

IMO the word "please" is not taught enough in any of these companies. It would make a hel_l of a difference to hear it now and then.

Yep, and this is just my point, a "sorry" wouldn't have been bad either when they "forgot" to load one of the bags, all they said was "Well you got your bags". Yeah, great only 6 hours late.

Seriously, they need some proper customer service training, that way they will find that customers will be much more happier to part with their cash if asked and served in a polite and clear manner. Sadly, I very much doubt that there will be much inclination from the company to do that.

Edited April 22, 2008 by mrtoad

[onzestan]

Seriously, they need some proper customer service training, that way they will find that customers will be much more happier to part with their cash if asked and served in a polite and clear manner. Sadly, I very much doubt that there will be much inhclination from the copmpany to do that.

They are properly trained in being ruthless towards customers regarding extras for the company.

Anyway, as long that there are passengers willing to accept some inconveniences for cheaper flights they are not going to change their attitude. It's only when their policies are widely spread over the internet that a change in attitude might happen.

It never ceases to amaze me how much people are willing to accept i.o. to maintain their positive holiday feelings, and these airlines know that.

onzestan

[wileycoyote]

Oh Dear,I'm just glad I booked TG to Chiang Rai,by the sound of it !

Wiley Coyote

[Zpete]

Never had a problem with A A staff.

Once at Swampy, the check in girl asked me to take something out of my bag, she waited, very nice attitude from her.

Only other prob is time keeping.

Last August I arrived about an hour and a half early at Swampy, the girl said my flite would be delayed, she asked me to sit at seats opposite as I may be able to get on earlier flite.

I sat, she called me over, gave me boarding pass. Great service.

I had to take my check in bags on with me, no probs, no weighing, again, great.

On my return trip, I slept in, left Chalong at the time the flight was due to leave.

Thought I would sleep over buy new ticket in the morning.

Lo and behold, the flite was later than me, great again.

Guess I am a lucky old sod.......PMPL.

I use A A extensively during my odysseys in the region, neva had a prob.