Conversation History of AirAsia Live Chat

Before you start, you can skip the red 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.

Problem is solved now and I can have a piece mind during my off day at Bali.

==woohoo==