Ok. I’m ranting, cos I’m on Fire, due to AA’s useless Premium Calls.
My friends call back from Perth asking for help, they would like to add on baggage for their return flight to Malaysia. However, they can’t login to the “Manage My Booking” site, hence she called back and seek for my help.

I tot maybe it could be server error, so I try my luck in Miri. But the truth tell me, even if you are in Australia, if the server is down, it is all down!. Sigh, it keep showing me blank page so I have ready to pay few bucks for the premium line. ** Hoping for help ** Hey, its RM1.95 per MINUTE. That is freaking expensive okay?

This is the 1st time I try calling AA. Finger Cross, all get done well. But it turn out to be wasting 2 min listening to those crap machine talking, and still it ask you to press the numbers for your selection. That is not call PREMIUM Lor! Premium is like you call to your platinum card center, within seconds, “the real human” will answer your call and not by the machine pre-recorded sound!

Ok I’ve gone through all the rubbish talks, and keep waiting for the representative. But the only feedback i got it, “Sorry our customer representative is currently still busy. You may call back later. Please be reminded that this call will be charged at RM1.95 per minute” Wtf!? Is that my fault for not getting you to answer my call? Why you wanna charge me if this is your own fault?

So after 5 min and 30 seconds, I know I’ve wasted RM 10 ++ so I hang up my call. But, my problem ain’t solve. Its not the RM10 that I’m mad with, but its their service! So how am I going to “Manage the Booking”. You know, its Saturday the office are close. You know if I have to travel to the airport, I know they will also be pointing here and there and end up I am just wasting my time again. And all the while I tot AA’s web page are awesome. As if “Everyone who can ONLINE, can FLY”. At least I could understand for it’s downtime. Which I accept to call the premium “HELP LINE”. But now it turn out to be the “HELP LINE” also can’t HELP me. Then what else that Air Asia can do?

To no avail, I twitted to @AirAsia. I left wall message at Air Asia’s facebook. I wrote them an Email. And finally I would like to blog this out. But maybe another story learn. If you are taking AA, who is like me, who can only go for budget airline. Please do all your planning properly before your actual travel date. All these last minute changes are so unpredictable. =)

I heard they do have special team dedicated to all these kind of feedback via the social media. Please prove me I’m correct. I’m expecting some replies from the AA.

My Email to Air Asia – plfeedback@airasia.com

Hi.

I try to contact AA using the premium service call on Saturday 13 Nov 2010. 1.50pm.
I understand that there’s charges of RM1.95, but because the web page is down, I cant go into manage my booking. That is why I need to call up for emergency help.
Disappointedly, I’ve been charge for RM10+ for the call waiting for 5min 30seconds and I did not get to talk to the representative.
This is ridiculous charge. I don’t mind for such charges if you could have help to solve my problems. But seems like these kind of problems not only happening on me alone.

1. Why your web is always down? How am I suppose to do emergency changes on my booking?
2. If your help line are not that premium, why should you charge your customer for RM 1.95 per minute?

I’ve responded to your twitter page, facebook page, but still no feedback so far.

From:
Mary Ting
Your very disappointed loyal customer.