Submitted by: Coutinho Nina
Complaint Details:
Dear Sir
Good morning…I wish bringing to your attention a very traumatic experience I had with AirAsia on 23rd Sep 2017…
Me and my wife had tailor made a trip to Malaysia and Singapore, planning and bookings for which had begun back in April 2017.
We had booked ourselves on AirAsia’s flight no.XT-853 from Mumbai to Kuala Lumpur for the date 23rd Sep 2017..I had made the booking of 2 one way tickets through Cleartrip on 4th May 2017 and received a debit to my account the same day..
As the days to our trip neared we were satisfied everything is on track and booked…My wife just realised a day before the travel date of 23rd Sep to make an added booking of baggage allowance…She called AirAsia on 22nd Sep to add baggage and to her surprise the AirAsia staff tells her the flight has been cancelled due to technical reasons and has been rescheduled for 26th Sep…We were shocked with the situation AirAsia left us in…As per them Cleartrip was intimated and they also attempted calling us several times but our mobile numbers were not connecting and hence left it at that… On enquiring with Cleartrip trip we were told that email for the same was sent…But as I had not received any reversal of the amount I was completely left in the dark about this mess by AirAsia…
We requested AirAsia to at least help us in putting us on another flight as all our other travel and stay arrangements in Kuala Lumpur and Singapore were finalised…But AirAsia weren’t ready to help us and instead asked us to take the 26th Sep flight which was ridiculous as our entire holiday schedule was getting jeopardised…
Left with no choice and our backs to the wall we had to book another flight at the eleventh hour ( Through Malindo Airlines) which was more than 3 times the original price booked…
I request your intervention in taking strict action and giving compensation for the mental trauma and financial stress given by a reputed airline such as AirAsia..
Awaiting a prompt response in this regards
A dejected and cheated customer
Glen Dhume Mesquita
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