wordings as it is not value added to me and also you, I just want to keep an original chat log of my experience with AirAsia Live Chat Assistant.
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Masino: Welcome to LIVE CHAT @ AirAsia! Each chat
session lasts for 10 minutes. Please keep your questions reasonably brief and
include your FULL NAME, MOBILE NUMBER and USER ID (email address) of AirAsia
member account. Thank you for your cooperation.
CS: Hello...
CS: my name
is TAN CHOON SHIH, mobile number 6012-4710686 and email is
choonshih@hotmail.com.
Masino: Hi CS
Masino: Thanks for the info
Masino: how may I assist you
CS: My flight from Kuala Lumpur to Penang
is affected due to the rescheduling of Denpasae to Kuala Lumpur flight. I would
like to reschedule the KL-PEN flight to match the Denpasar-KL flight.
Masino: May I have the booking number please ?
CS: NYK15A and PCSU9X
CS: PCSU9X is affected after the flight NYK15A has been rescheduled by
AirAsia.
Masino: CS
Masino: thanks for waiting
Masino: my apologize
for the inconvenience
Masino: please write in to our e-form
Masino:
http://www.airasia.com/my/en/faqdetailsform.html
Masino: as our team will
soon keep in touch with you
CS: No problem. I have written to the email and
I was told to come back to AirAsia 2 weeks before departure.
CS: However, I
sent another email but I only will get the respond after 5 working days, but I'm
flying next Wednesday.
CS: This is not acceptable and I need a solution
immediately so that I can have a piece mind during my honeymoon in Bali.
CS:
Hi, Masino. I'm expecting a reasonable solution from AirAsia, which is to get me
a connecting flight that can match my return flight from Bali.
Masino: we
are not able to assist you with the flight from our end - from this channel
CS: But there is no other channels that I could use, as there is no
telephone helpline available in Malaysia to serve customer like me, who is not
in the category of AirAsia X premium customers.
Masino: CS
Masino: do
you have the case number
Masino: of your email address
CS: If there is a
immediate Malaysia phone call that I can make to solve my problem immediately,
please give me now.
CS: CAS-2258867-KGGCYZ CRM:0917289
CS: I have got
the email reply on 25-June-2012.
Masino: What was the replied content
CS: Hold a minute, let me copy and paste.
CS: Dear Choon Shih Tan, Thank
you for your email to our Customer Care.In response to your email, please accept
our sincere apologies for the inconvenience caused by this schedule changed.We
would like to inform you that in the event AirAsia flight is retime more than 5
hours, guest has 2 options to protect their investment as follows: Guest can be
transferred to the earlier or next available AirAsia flight within 2weeks from
the original flight retime, without any additional charges(if any) or,*1time
move flightCancel the flight and fare value of the flight can be retained in a
credit shell with AirAsia for future travel.
CS: Above option only valid for
the affected flight.*Credit Shell is a credit account with the amount of your
money that you use for your previous reservation. You can use a credit shell to
buy another AirAsia’s ticket, and the maximum validity of the usage is 90 days
(booking period), counted since Credit Shell created. However, your actual
travel dates can be after the expiry date as long as our schedule is out.Kindly
contact our Call Centre or visit our Sales Office to make flight changes and
please visit this link http://www.airasia.com/my/en/contactus.html for contact
information or you may write to us through E-Form and kindly visit this link
http://www.airasia.com/my/en/faqdetailsform.html for E-Form with furnish more
details information of flight number and time schedule with provide specified
flight details you prefer for your comfortable trip, and also your available
phone number.Should you need a fast respond to your enquiries in future please
follow us at our NEW twitter account askairasia
(http://www.twitter.com/AskAirAsia) or visit our web Live Chat
(http://www.airasia.com/my/en/livechat.html?utm_source=homepage&utm_medium=howdoi&utm_campaign=livechat).Once
again please accept our apologies for the inconvenience.I hope this will not
deter you from travelling with Air asia in the future and thank you for taking
the time to contact us.Kind Regards,Reza FCustomer Care
Masino: CS
Masino: will sent this info to the team
Masino: and get the team to
reply back to you
Masino: and will advise the Pre-Flight Team to contact you
Masino: thank you
Masino: Thank you for your chat. Feel free to contact
us again.
Chat session is closed.
Chat session is closed.
I did not cut a single word from the conversation above and it was near to perfect, just without the timestamp, else you would know how long I have waited in the line. If I remember correctly, I was queuing from 2:28pm and by the time I was served, it was already 6:25pm, maybe.
Please divide the total time spent vs the total number of customer served. That ratio could be a CtS (Critical to Satisfaction) for all other AirAsia customers.
My problem was not solved as your can read from the conversation but my problem was escalated to the correct team and I received a phone call 30 minutes after my conversation ended. It was from Indonesia.