Tuesday, November 4, 2008

why it's so difficult to call airasia call center

finally! i found out the reason why!!

i booked two air tickets to jakarta last week, for working purposes and silly me, i clicked on the "i'm flying" button. so all my info are automatically inserted into the guest 1 fields. hassle free ma.

it's only after the flight tickets and payment has been confirmed that i realised my name is recorded as with my english name, instead of my name as per my identity card! damnit.

after 2 or 3 unfruitful calls and waitings, i managed to speak to a personnel from the call center. i am supposed to fax in a copy of my passport to allow them to change my name to as per my identity card or passport.

the vert next day, i immediately do what is required, and guess what... for 2 days, i couldn't get thru. the staff in airasia call center, sounds like they are perpetually busy and on the line. mind you i wait for more than half an hour all the time!

so this very morning, i decided to give it a try again. i thought perhaps the line traffic will not be so bad at such early hours. but still i waited a good 25 +- minutes and this time, i do not need to hang up because i am finally connected!!

and here's the reason why it's so hard to get connected to the call center. after explaining to the customer service personnel on my request, i proceeded to fax in my copy of passport. and at the same time, i asked her to hold on the line. i tried to fax in repeatedly. failed. always engaged. tried for about 10 minutes i guess.

pick up the phone, and ask if there are alternative way. she asked me to try again later and call them back !!!!!!!!! i thought, what the fuck in the world are you fucking thinking?? try again later and call back?? does she even know how tough it is to get thru?

finally, she said i can scan and email it to her. great! should have said this much much earlier! knnccb. so i quickly turn on the scanner and the computer, scanned my passport and nric and emailed it to her. that took me another about 5 - 10 minutes i think. a rough figure.

and got my name changed to as per my passport. the whole procedures took me almost an hour to settle. so i guess this is the main reason why the call center in airasia is so tough to get thru, because once you got thru, you wouldn't want to hang up until you get your stuff done!

btw, the email is cactempstaff@airasia.com. if you wanted to make changes to your flight info, make a copy of your passport and nric, and send it to this email with proper subjects and info so that when you get thru, it's easier to get your request done with.


Anonymous said...

i've call airasia call centre using 0387754000 for call within malaysia today. the answering voice machine just keep telling me to wait until there are available customer service officer. i've waiting until more then 10 minutes and suddenly no more connection. it is because my phone prepaid credit have been deduct from $28.19 to only 26 cent left. they stole my $27.93 just using their phone line. to make it worst, i've not yet talk to their customer service and they already charged $27.93. wtf . so anybody who wish to call their call center.... just forget it.. it is better to buy a lot of food for your stomach than be cheated like me

Anonymous said...

I made a mistake when filling out my form when trying to book the air tickets too! It was my first time booking air tickets online and I filled in some names and passport numbers wrongly! Have sent MANY emails and been trying to call but haven't got speak to anyone :(
I did the booking over 10 days ago and have been calling the Malaysia AND Singapore call centers since then... think my phone bill will soon cost more than the air ticket!!
Any idea if I can cancel the tickets?! After all, it can't be used if the name/passport no. is wrong!

Danielle said...

Thank you for sharing us your experience. It was indeed a very helpful one most especially when I'll be calling the Airasia Call Center. I really appreciate it. Please keep us posted. Good luck and more power.


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