I hope they will improve the customer support in the near future.... Who don't make mistake, everyone including me in this planet earth we do make mistakes as well...
I had exactly the same issue with the Fastpass for a connecting flight from Kch to Melbourne via KLIA2 last October. Went to Kch airport and spoke to the counter agent and they said unfortunately it was all taken up. They advised AA only allow a limited number of Fastpass per flight. You're not alone. Both of us ended up the same outcome. Totally agreed. BO is so useless.
Ah good to know there are limited allocations for the Fastpass. Absolutely, it's terrible to use Bo - especially when he's the first point of contact you will be directed to.
Great video, thank you for sharing. I sincerely hope AirAsia contracted you to apologise for their total lack of customer service/support. Don't forget to say *many stores/stalls open" not "much stores/stalls". If you can count things you always say MANY. Also, "there ARE plenty of tables" not "there is plenty of tables". Is for one thing. Are for more than one thing. Happy new year!
Thanks for watching! I'm not holding my breath that they will contact me for my case, but I do hope they will rectify their Addons and Payment pages so nobody else has the same issue. More importantly, I hope they take a good look at their inadequate Customer Support on all fronts from the Chatbot to the actual human experience. Thanks for the free grammar lesson reminder and Happy New Year to you also! 😉.
I too have had many dissappointing & frustrating dealings with AirAsia support. Bo is useless & Air Asia help desk at the airport seem disinterested. Although , one time I was lucky enough to encounter a very helpful Air Asia employee at Penang Airport that fixed the problem that AirAsia caused by changing my flights with no fuss & a smile . But , I stress only ONE time.......
Sorry to hear you had bad experiences too! I'm glad you had one great encounter that solved your issue, and I'm sure there are very helpful staff at AirAsia - It's just rare to find unfortunately!
Great review although I thought you were quite generous with your scoring. It should be noted that if you don't purchase any food you won't be offered so much as a cup of water onboard. Not ideal when you're in the air for eight hours. The seats for this length of time and no overhead airvents also make things more uncomfortable. They really cram you in there!
Thanks for watching! 🙂. That is a good point, I do remember there being no overhead airvents which makes the air flow poor for individual seats. So far I haven't gone meal-less with them as I did know that you will literally get nothing if you didn't order anything.
I had a flight canceled recently. Spent a night in a hotel that Airasia eventually arranged. Had to pay $70 AUD for a taxi. I was told to claim a refund from AirAsia, however they refused to pay.
I agree . I have spent so much time trying to get past Bo to a human. I was eventually successful but so frustrating to deal with. They rely upon the fact that they are cheap so just pay up and shut up seems to be the attitude. I also tried the local Australia "support" with no reply at all .... I'm just using credits from Covid so I have to use Air Asia X but after that ... I think I will just pay Malaysian Airlines , as we have done previously. Greta customer service. A lot less hassle ...
Thanks for watching! 🙂. I'm glad at least you have some credit left from Covid! I've heard from quite a few people who unfortunately lost their credits as they expired with no extension despite having extensive border closures in place at the time (essentially rendering the credits useless in the first place!). Sorry to also hear of your terrible experience with their customer support 😞. Malaysia Airlines in my recent experience has been fantastic! I haven't needed to contact their customer support though so I couldn't tell you if it's good or bad.
Unfortunately for AirAsia's Bo he doesn't ever connect you to a live agent after several attempts trying using those keywords. If you figure it out though it would be great to know!
The real silly thing is there is in fact a person to help. She just wasn't interested to help. Or didn't know how to help. Both of which were an indication of poor service culture and deficient training which reflects badly on management. That's why I avoid Air Asia like a plague since 2018
That's very true, I definitely agree its poor service culture and a big lack of training! The agent at the Sales Office was essentially a seat warmer unfortunately...
@@thewindowseat77I've similar bad experience with customer service at the airport. However, AA does have a customer service outlet in the city located at KL Sentral. That outlet was very helpful with resolving my issues. Never use the airport ones, they're basically sales agent focusing on SALES
The flight itself i'd say was about an 8/10. The cabin crew were very pleasant and I especially appreciated the cabin crew not hounding passengers with the inflight sales items during the flight - they let passengers sleep in comfort during the red eye flight (2am to 7am). I also had a checked in bag which was easy enough to drop off at the Baggage Drop counters before the flight. Remember to pre-book your baggage allowance at the time of booking your flight as it is the cheapest then. Buying baggage allowance later or at the airport will be more expensive!
I've needed to contact their customer support for various questions and as you have said it's basically non existent which is very surprising for an airline of this size flying to many international destinations, not to mention their plans to continue expanding over the near future, which will clearly be a huge downfall for them. Another huge issue I have with Airasia is the lack of variety in catering, as a vegetarian while Airasia does offer a small number of options are all spicy options which is not going to do for me and that is disappointing, it doesn't cost that much more to add a few more variety into their menu maybe some western options or just something that's not spicy for special meals. Looking at other low cost carriers like Jetstar and Scoot who can offer a more diverse catering, I would be more inclined to travel with them instead.
Sorry to hear you had similar experiences with their support, and yes for an airline this big it is troubling! Now that you mention it, I agree! I actually didn't see alot of vegetarian options on the menu which is another area they could improve on too! 💪👍🏻
you are definitely right, although Air Asia is a budget airline but for an international carrier to First world countries, this silly BO is just not good enough, how much money are they really saving for not having real person to assist passengers? this is mind boggling
My thoughts exactly! AirAsia are a big group too with subsidiaries in India, Thailiand, Philippines, Cambodia and Indonesia. I'm sure they can afford a real customer support center for all the customers that pass through their airlines!
Air Asia is 👍👍 and value of 💵💵 for ASEAN region ✈️.... but for out of the region.... I'm gonna ✈️ with 🇻🇳 airlines or 🇨🇳 airlines..... don't mind bout the layover....
My recent trip to East Malaysia, I find so helpless when I drop my baggage... That was my first time taking Air Asia... I was there after 6am there's no one at the counter to assist me to drop the baggage after I finish printing the boarding pass and baggage tags... I was so annoyed 😠 thats no one to help me... Then my mum met a very nice couple and they assist us to drop the baggage... Both my mum and myself we were very thankful for the couple to help us .. the couple told us that no one its going to help you... The counter of Air Asia of KLIA2 that's no one to assist you .. I was very annoyed that morning... Where is the all the staffs... Both Airports over in East Malaysia, the staffs was very helpful... And they help me to drop the baggage.. Seriously KLIA2 it's about time to improve the service over in the counter to assist those passengers who don't know how to drop their baggage... If anyone to travel Air Asia ✈️ flight for the first time you should view through the UA-cam how they drop their baggage... In future if I happen to travel Air Asia again, I don't need those staff of Air Asia counter for help... I already expert in this area ..
That's terrible that the counters at KLIA2 were unstaffed. Hopefully they do improve that with more people. It goes to show going fully self service with no staff around isn't always the best! Thanks for watching!
Well, I guess you can save on web developer costs if you don't provide any way for issues to be reported... 😂 What a shameful method of saving money though. Chatbots are a nice solution for people asking frequent questions, but the lack of transferring to human for very specific issues like this one is a frustrating evolution in the space. Another example of AI being a great addition, but horrible as replacement. Nice video and great review in general!
Thanks for watching and the feedback! 🙂. Agreed, Chatbots are useful mainly for FAQs but nothing much else. I wouldn't be surprised if the resulting costs & loss of revenue outweigh the money saved by implementing this AI Chatbot in the very near future.
Definitely! They need to really focus on bringing back real people for dedicated customer support. Not sure how long they can hold on to being crowned the World's Best Budget Airline for more consecutive years if passengers begin to get frustrated and vote less for them.
My encouragement to you, please continue to fly Air Asia.. just because the customer support was non existent then you give up to stop flying... No... I hope Air Asia customer support they will improve in the future... I was very impressed of the Captain and Pilot they handle the aircraft very professional.... As well as Cabin crew they serve us amazingly... Well I will definitely fly Air Asia again.... Air Asia it's totally different from MAS... This AA you need to check in yourself, e.g printing boarding, baggage tags and drop off your baggage... MAS the counter assist you to check in... Both MAS and Air Asia ✈️ flight it's for you to choose to fly ..
Que ce n'importe quelle compagnie aérienne Malaisienne n'espérez pas la moindre aide ! , compris si votre requête est accompagnée par un courrier SIGNÉ par cette même compagnie ???😢😢 Et oui ! je pourrais vous écrire une expérience qui m'a coûtée plus de Rm 2400 = 600€ et 1 An de "bagarre avec seulement un voucher mais....?😮😮 Pas d'argent papier ni CB!! 😅😅😅
Previously their AI was called 'Ava'. 'Bo' is supposed to be the latest and greatest version, but unfortunately does not come close to a great chatbot!
Once I scolded Bo...cos he dont understand what we are asking him. I just comment..you are a stupid guy. He replied...that ia not a nice thing to say..😂😂😂
Whosoever think of Air Asia customer support it's disappointed, my advice to you its to take MAS... As for me I will take Air Asia again as long as I can safely land to the destination country or states...
@@thewindowseat77 We must be aware of Air Asia indeed budget airlines of cheap air ticket... whereas for MAS indeed a world class airline the air ticket it's very costly... Anyway it up to personal choice to take MAS or Air Asia ✈️... In the past I took MAS all the times... I never take AA before, then I take AA for the first time.....I was very surprised that AA Captain and Pilot they handle the aircraft very professional.... although the aircraft it operates of auto pilot system, they have done an outstanding job... All the 3 flights 🛫 that I took it's safety landed to the destination..... I will take AA again, not to forget MAS as well.. my dream it's to take other international airlines to travel another country...that's will be awesome 👍.
Totally agree, when comes to customer service, don't expect anything good from AirAsia.
Hopefully they can improve over time! Thanks for watching 🙂
I hope they will improve the customer support in the near future....
Who don't make mistake, everyone including me in this planet earth we do make mistakes as well...
I had exactly the same issue with the Fastpass for a connecting flight from Kch to Melbourne via KLIA2 last October. Went to Kch airport and spoke to the counter agent and they said unfortunately it was all taken up. They advised AA only allow a limited number of Fastpass per flight. You're not alone. Both of us ended up the same outcome. Totally agreed. BO is so useless.
Ah good to know there are limited allocations for the Fastpass. Absolutely, it's terrible to use Bo - especially when he's the first point of contact you will be directed to.
Very well considered review. Yes, Airasia is so very bad on customer support 1/10 was far too generous.
Thanks for watching! 🙂. Sometimes I do think giving 1 was too generous for the situation 😅.
I hope they will improve the customer service , Please don't upset of this area... Everyone make mistake as well....
It's a budget airline so don't expect much when there is a hiccup. I have travelled numerous times between KL-perth and enjoyed the flight enormously.
Can u pls stop using the "its. Budget airline" excuse. Its literally a 20 year old excuse.
Agreed! Budget or not, a product/service is still being offered here that requires satisfactory Customer Support
Great video, thank you for sharing. I sincerely hope AirAsia contracted you to apologise for their total lack of customer service/support.
Don't forget to say *many stores/stalls open" not "much stores/stalls". If you can count things you always say MANY.
Also, "there ARE plenty of tables" not "there is plenty of tables". Is for one thing. Are for more than one thing. Happy new year!
Thanks for watching! I'm not holding my breath that they will contact me for my case, but I do hope they will rectify their Addons and Payment pages so nobody else has the same issue. More importantly, I hope they take a good look at their inadequate Customer Support on all fronts from the Chatbot to the actual human experience. Thanks for the free grammar lesson reminder and Happy New Year to you also! 😉.
I too have had many dissappointing & frustrating dealings with AirAsia support.
Bo is useless & Air Asia help desk at the airport seem disinterested.
Although , one time I was lucky enough to encounter a very helpful Air Asia employee at Penang Airport that fixed the problem that AirAsia caused by changing my flights with no fuss & a smile .
But , I stress only ONE time.......
Sorry to hear you had bad experiences too! I'm glad you had one great encounter that solved your issue, and I'm sure there are very helpful staff at AirAsia - It's just rare to find unfortunately!
I Havent Experience AirAsia X Jet.Thanks For Great Info.I Like Your Video
Thank you very much for watching! :D
Great review although I thought you were quite generous with your scoring. It should be noted that if you don't purchase any food you won't be offered so much as a cup of water onboard. Not ideal when you're in the air for eight hours. The seats for this length of time and no overhead airvents also make things more uncomfortable. They really cram you in there!
Thanks for watching! 🙂. That is a good point, I do remember there being no overhead airvents which makes the air flow poor for individual seats. So far I haven't gone meal-less with them as I did know that you will literally get nothing if you didn't order anything.
I had a flight canceled recently. Spent a night in a hotel that Airasia eventually arranged. Had to pay $70 AUD for a taxi. I was told to claim a refund from AirAsia, however they refused to pay.
That's extremely misleading and disappointing that they did not reimburse that when they said they would!
Transportation & meals normally not included, that's why it is important to buy the travel insurance 😆
I agree . I have spent so much time trying to get past Bo to a human. I was eventually successful but so frustrating to deal with. They rely upon the fact that they are cheap so just pay up and shut up seems to be the attitude. I also tried the local Australia "support" with no reply at all .... I'm just using credits from Covid so I have to use Air Asia X but after that ... I think I will just pay Malaysian Airlines , as we have done previously. Greta customer service. A lot less hassle ...
Thanks for watching! 🙂. I'm glad at least you have some credit left from Covid! I've heard from quite a few people who unfortunately lost their credits as they expired with no extension despite having extensive border closures in place at the time (essentially rendering the credits useless in the first place!). Sorry to also hear of your terrible experience with their customer support 😞.
Malaysia Airlines in my recent experience has been fantastic! I haven't needed to contact their customer support though so I couldn't tell you if it's good or bad.
Usually to skip all preset options on online chat u can just type live agent and u will be directed to live agent
Unfortunately for AirAsia's Bo he doesn't ever connect you to a live agent after several attempts trying using those keywords. If you figure it out though it would be great to know!
The real silly thing is there is in fact a person to help. She just wasn't interested to help. Or didn't know how to help. Both of which were an indication of poor service culture and deficient training which reflects badly on management. That's why I avoid Air Asia like a plague since 2018
That's very true, I definitely agree its poor service culture and a big lack of training! The agent at the Sales Office was essentially a seat warmer unfortunately...
@@thewindowseat77I've similar bad experience with customer service at the airport. However, AA does have a customer service outlet in the city located at KL Sentral. That outlet was very helpful with resolving my issues. Never use the airport ones, they're basically sales agent focusing on SALES
Thanks for letting me know @stanley68wong! If i have any issues next time I will have to visit the one at KL Sentral!🙂
how was the flight from one to ten? Good customer service? It is amazing how that airline have different color seats? did you check in a bag
The flight itself i'd say was about an 8/10. The cabin crew were very pleasant and I especially appreciated the cabin crew not hounding passengers with the inflight sales items during the flight - they let passengers sleep in comfort during the red eye flight (2am to 7am). I also had a checked in bag which was easy enough to drop off at the Baggage Drop counters before the flight. Remember to pre-book your baggage allowance at the time of booking your flight as it is the cheapest then. Buying baggage allowance later or at the airport will be more expensive!
I've needed to contact their customer support for various questions and as you have said it's basically non existent which is very surprising for an airline of this size flying to many international destinations, not to mention their plans to continue expanding over the near future, which will clearly be a huge downfall for them. Another huge issue I have with Airasia is the lack of variety in catering, as a vegetarian while Airasia does offer a small number of options are all spicy options which is not going to do for me and that is disappointing, it doesn't cost that much more to add a few more variety into their menu maybe some western options or just something that's not spicy for special meals. Looking at other low cost carriers like Jetstar and Scoot who can offer a more diverse catering, I would be more inclined to travel with them instead.
Sorry to hear you had similar experiences with their support, and yes for an airline this big it is troubling! Now that you mention it, I agree! I actually didn't see alot of vegetarian options on the menu which is another area they could improve on too! 💪👍🏻
Was there a usb charging port?
@faisalanam7751 - Unfortunately not, no USB ports are present on the AirAsia X A330s 🙁.
you are definitely right, although Air Asia is a budget airline but for an international carrier to First world countries, this silly BO is just not good enough, how much money are they really saving for not having real person to assist passengers? this is mind boggling
My thoughts exactly! AirAsia are a big group too with subsidiaries in India, Thailiand, Philippines, Cambodia and Indonesia. I'm sure they can afford a real customer support center for all the customers that pass through their airlines!
Air Asia is 👍👍 and value of 💵💵 for ASEAN region ✈️.... but for out of the region.... I'm gonna ✈️ with 🇻🇳 airlines or 🇨🇳 airlines..... don't mind bout the layover....
They are usually decent and I agree especially for ASEAN they tend to do better! 🙂
My recent trip to East Malaysia, I find so helpless when I drop my baggage... That was my first time taking Air Asia... I was there after 6am there's no one at the counter to assist me to drop the baggage after I finish printing the boarding pass and baggage tags... I was so annoyed 😠 thats no one to help me... Then my mum met a very nice couple and they assist us to drop the baggage... Both my mum and myself we were very thankful for the couple to help us .. the couple told us that no one its going to help you...
The counter of Air Asia of KLIA2 that's no one to assist you .. I was very annoyed that morning... Where is the all the staffs...
Both Airports over in East Malaysia, the staffs was very helpful... And they help me to drop the baggage..
Seriously KLIA2 it's about time to improve the service over in the counter to assist those passengers who don't know how to drop their baggage...
If anyone to travel Air Asia ✈️ flight for the first time you should view through the UA-cam how they drop their baggage...
In future if I happen to travel Air Asia again, I don't need those staff of Air Asia counter for help... I already expert in this area ..
That's terrible that the counters at KLIA2 were unstaffed. Hopefully they do improve that with more people. It goes to show going fully self service with no staff around isn't always the best! Thanks for watching!
@@thewindowseat77Yes I agree with you...
The problem is they (AA) know about these problems but pretend they don't. Nothing new
That's how i feel about it too. I doubt any meaningful improvements will arise soon.
Well, I guess you can save on web developer costs if you don't provide any way for issues to be reported... 😂
What a shameful method of saving money though. Chatbots are a nice solution for people asking frequent questions, but the lack of transferring to human for very specific issues like this one is a frustrating evolution in the space. Another example of AI being a great addition, but horrible as replacement.
Nice video and great review in general!
Thanks for watching and the feedback! 🙂. Agreed, Chatbots are useful mainly for FAQs but nothing much else. I wouldn't be surprised if the resulting costs & loss of revenue outweigh the money saved by implementing this AI Chatbot in the very near future.
I stopped flying with them. Their customer support is non existent.
Definitely! They need to really focus on bringing back real people for dedicated customer support. Not sure how long they can hold on to being crowned the World's Best Budget Airline for more consecutive years if passengers begin to get frustrated and vote less for them.
My encouragement to you, please continue to fly Air Asia.. just because the customer support was non existent then you give up to stop flying... No...
I hope Air Asia customer support they will improve in the future...
I was very impressed of the Captain and Pilot they handle the aircraft very professional.... As well as Cabin crew they serve us amazingly... Well I will definitely fly Air Asia again....
Air Asia it's totally different from MAS... This AA you need to check in yourself, e.g printing boarding, baggage tags and drop off your baggage... MAS the counter assist you to check in...
Both MAS and Air Asia ✈️ flight it's for you to choose to fly ..
Que ce n'importe quelle compagnie aérienne Malaisienne n'espérez pas la moindre aide ! , compris si votre requête est accompagnée par un courrier SIGNÉ par cette même compagnie ???😢😢
Et oui ! je pourrais vous écrire une expérience qui m'a coûtée plus de Rm 2400 = 600€ et 1 An de "bagarre avec seulement un voucher mais....?😮😮
Pas d'argent papier ni CB!! 😅😅😅
Sorry to hear about your bad experience! 😞
They think their AI's are like in Star Trek
Previously their AI was called 'Ava'. 'Bo' is supposed to be the latest and greatest version, but unfortunately does not come close to a great chatbot!
Once I scolded Bo...cos he dont understand what we are asking him. I just comment..you are a stupid guy. He replied...that ia not a nice thing to say..😂😂😂
😂 - Instead of making Bo smart with problem solving they made him smart to know when he is getting insulted.
AA never Disappointed You 😂😂
Whosoever think of Air Asia customer support it's disappointed, my advice to you its to take MAS...
As for me I will take Air Asia again as long as I can safely land to the destination country or states...
I agree AirAsia is good for point A to point B. MAS definitely if you want the better experience and service 😁.
@@thewindowseat77 We must be aware of Air Asia indeed budget airlines of cheap air ticket... whereas for MAS indeed a world class airline the air ticket it's very costly...
Anyway it up to personal choice to take MAS or Air Asia ✈️...
In the past I took MAS all the times... I never take AA before, then I take AA for the first time.....I was very surprised that AA Captain and Pilot they handle the aircraft very professional.... although the aircraft it operates of auto pilot system, they have done an outstanding job... All the 3 flights 🛫 that I took it's safety landed to the destination.....
I will take AA again, not to forget MAS as well.. my dream it's to take other international airlines to travel another country...that's will be awesome 👍.
Padan muka kau 😆