Reported By: Marie Pierre Bie Pineda
Contact information:
Airasia Manila, Philippines
I wrote this email to AirAsia, but I cannot find a way to send it. Their only Support Contact is a ChatBot. And the Chatbot keeps responding that my confirmation cannot be found!
Subject: Formal Complaint Regarding Flight Experience (Z2 222)
I am writing to formally express my profound dissatisfaction with my recent flight experience with AirAsia on flight Z2 222, which traveled from Boracay to Manila, scheduled to depart at 12:25 PM.
During the check-in process, a gentleman at the counter briefly reviewed my boarding pass and assured me that everything was in order. I took the opportunity to mention that I had purchased an add-on for an additional 20 kg of baggage. Despite my concerns, he confidently reiterated in Tagalog that I could proceed without having my bags weighed or receiving any further instructions.
However, my relief quickly turned to anxiety when I reached the boarding gate. To my dismay, I was confronted with an ultimatum: I had to either pay a staggering 2,500 PHP for excess baggage or discard a significant portion of my belongings because I exceeded the 7 kg limit. This confrontation was alarming because I had previously informed the check-in staff about my additional baggage allowance. My attempts to clarify the situation were met with insistence from three staff members, including the gentleman from check-in. They pressured me to make a decision in a matter of minutes, stating that we had only five minutes to either pay the fee or dispose of 5 kg of our items.
This ordeal was incredibly stressful and humiliating. We choose low-cost airlines like yours due to our financial constraints; however, we should not be subjected to poor treatment and undue distress. If the check-in agent had been more attentive and had fulfilled his responsibilities properly—such as weighing my luggage and providing clear guidance—I would not have been forced to abandon brand-new swimwear and other essential items due to his oversight.
I urge you to take my complaint seriously. It is imperative that this matter is addressed so that no other passengers feel the same sense of frustration and disregard that I experienced at the hands of your airline. Thank you for your attention to this serious issue.
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