A bad experience with Air Asia & Changi Airport

I just back from Singapore business trip last Thursday. My very terrible experience trip. I almost missed my flight back to Malaysia. It was the worst flight trip i ever had. I was a good supporter for AirAsia before as they always offered a competitive air fare and the service quite OK. I even proposed to company use it for business trip.

However, I totally disappointed with Air Asia after I came back from this trip. Their unprofessional customer service and impolite stewardesses brought me bad image to them. I think Tony should do something in order to maintain a reputable image of Air Asia.

During my departure to Singapore last Wednesday (9 April) at LCCT, I was queueing in front of senior citizen at the age of 60++yo, awaiting to load hand luggage onto X-ray machine. Two stewardesses & a sterwarder dressed AirAsia uniform came and cut queue.

First of all, I don't know whether they have priority and authority to do so. I could understand they need to arrive the flight earlier than us, but why they don't them come earlier and just queueing with us. Everybody was queueing and they could just simply cut queue.

OKlah, if they really need to cut queue, no problem, but please do it in polite way. I saw the AirAsia strewardress very rude to the pakcik in front of me. She showed her irritating face expression and said rudely to the old man: "Pakcik, minta laluan, kami kena masuk dulu!" Halo, is this the way to talk to senior citizen? Moreover, they were wearing AirAsia uniform and representing AirAsia. Is it the way a staff acting who working in customer service industry? What did Air Asia training to have this kind of staff? Terrible! terrible! terrible!Unfortunately, I do not have chance to see her name. If not, i surely will complain to AirAsia.

During my trip back to Malaysia on Thursday (10 April), my flight with AirAsia was departure on 2120hr. I reached Singapore Changi Airport by City train on 1945hr. FYI, there are four terminal inside Changi Airport. Terminal 1,2,3 and budget terminal.Different airline will departure at different terminal. You need to make sure which terminal to depart. City train will stop at terminal 2, then go by skytrain to terminal 1 & 3 while by free shuttle bus to Budget terminal. Since this is my first time taking AirAsia back from Singapore, I was not sure which terminal to go but my guess was budget terminal as it is low cost air fare.

Anyway, I reconfirmed with a custom officer during my way to bus station. I stopped
a customer officer and asked :"Should I go to budget terminal if I go by AirAsia flight?" then the officer told me with a confirmed voice and knocked her head so hard to reassure me :"YES!!"

When I was waiting at the bus station, I could see the signboard showed budget terminal only have tiger airway and another airline. I did not see AirAsia. I started to wonder if i was wrong? But due to the assurance of the custom officer, I choosed to believe her.

I fount i was wrong when i reached budget terminal. Shit! i need to take bus again to terminal 2!! I started worry if I might missed my flight. I quickly go back to terminal 2. Alamak! I need to wait skytrain again to go to terminal 1. Anyway, I managed to reach AirAsia Check in counter 2040hr.

Here came the story about AirAsia again. First thing was wrong is the display monitor did not showed which counter to check in Kuala Lumpur. There was 3 counter opened when I was there. I asked one of counter lady clearly : "Excuse me, which counter to check in Kuala Lumpur?" The indian lady told me firmly: "Kuala Lumpur? All these three counter also can!"

Since i saw only three people queueing in front of her counter, so i just queueing behind them. Then, I could show this lady unfamiliar check in the customer. I could see our next queue finished three customer but she not even finished one. I anxiously watching my watch and the gate almost closing.

Finally, it until my turn. I passed her my passport and she using "one finger" to type my name on laptop. Then, she said" oh! madam, you cannot check in Kuala Lumpur in this counter, you need to go to the last counter." I was so angry as i already wait more than ten minute and then she couldn't check in. I scored her and she just asked to go the next counter.

When i went to the counter, the staff told me:"Sorry mdm, KL counter just closed on 2055hr, you can't check in." I repeated again to tell her about their staff fault. So, she tried to call back her colleague in charge which is only few meters away from counter. Anyway, that lady just refused to check me in without listening to my reason. So bad! Didn't they think a customer feeling if the customer was rejected to check in even that is not their fault. How poor is the customer unable to go on the flight? How is the customer have urgent matter awaiting? What is the "good" customer service provided by a big reputable AirAsia. Airlines business is customer service provider, who should to provide the best service to customer. Is this they should do to customer?

I was very angry and shouted to staff so that everyone queuing behind can hear me:" Your staff told wrong information. I waited there more than ten minutes, they told me cannot check in, now counter is closed.This is your staff fault and now you told me i should bare the responsible?"

She suggested to talk to another counter officer if he could solve for me. Then, she took me to that counter and explained my situation to that officer. Finally, the officer called the boarding gate PIC to let me check in. He also instructed the lady to guide me to boarding gate so that i could given priority to go through custom counter. Luckily, i able to make my flight, or else i slept at changi airport. I was so relief when i reached Malaysia. If not, my baby cried for missing mother.