Deplorable air asia!!!!!!!!!!!!

[ozy dean]

This is the FIRST time i have ever posted anything on such a forum but due to the service i received from AIR ASIA i thought it was my obligation to WARN all travelers!!!


The service I received from AIR ASIA was Absolutely DISGUSTING!!.


I tried to organize a GLUTEN FREE(no wheat, coeliac disease) meal for my Flights from Australia to England for 3 MONTHS!!(and its still not sorted and i leave on DEC 9! I have made at least 6 or 7 calls to their so called 'Call Centre' and could not get a straight answer what could be arranged and if i would have a meal for a 24HOUR FLIGHT?! Due to their lack of accountability and understanding of a common language ENGLISH, which has been SOOOOO FRUSTRATING!!


It is not uncommon to be put on hold from anywhere from 25mins to 40mins, and I'm sure if i wouldn't have hung up i would still be on HOLD!!!!!!!!!!


Absolutely outrageous CUSTOMER SERVICE is the only way i can explain it!!!


They just won 'Airline of the Year' 2009 in the Budget category(i understand what BUDGET means but in this Day & Age CUSTOMER SERVICE should be above and beyond LEG ROOM OR MEALS???? Shouldn't It???


I hope i have prevented some people the FRUSTRATION, WASTED TIME & MONEY(after I've PAID for the flight and haven't even BOARDED yet!!! i have experienced from a poor airline that is trying to BREAK into a COMPETITIVE market.


DON'T EVEN THINK AIR ASIA!!!!!!!!!!!!!!!!!!!!!!!

 

[one9]

In my opinion, you have very unrealistic expectations.

Air Asia is a budget airline. I wouldn't expect any special types of meals on a budget airline.

If you want special requests, fly a full service airline.

If you fly a budget airline, you should always be prepared that something may go wrong and that there may even be no food.

Sure, try to see if they can meet your special requests. And take some backup snacks just in case. Eat a good meal before you get on the flight.

Don't expect "Yes sir" service when you call up a budget airline.

 

[Mrmaxwell]

Welcome to AFF!

You are certainly not going to get Gluten Free special meals from a low cost carrier (LCC) such as Air Asia.

Think of budget airlines like you would public trains....you buy a ticket, get on, travel from A to B then get off at your destination - no frills.

I think Air Asia offer you the choice of asian/western/vegetarian meal which in itself is pretty good for a LCC.

The average airfare to the UK is what...around $1800+? I am sure you paid substantially less than that and as such you should expect less service.

 

[FL360]

Seems like someone bought a wrong type of product, hopefully they did not pay much for it...

the cheapest full service ticket to London could have been around $1300 - $1400 AUD (Asiana, Korean), and AAX's average is about $800 - $1000 return...

 

[winfred]

Do bring some food as they may not understand what "Gluten Free" is. We don't want to read the news on 10 Dec that a "Hungry passenger disrupted AirAsia flight to London".

I found it impossible to get people in asian countries to understand food allergies. My son has severe peanut allergy. Whenever I has to question the content of food in a restaurant I would get the following answers:

- No peanuts, I think.
- No, probably no.
- No, may be.
- I don't know.

The last answer is probably the best as I could simply assume that there is peanuts. Most of them do not know the consequences until someone turns blue and drop dead in front of them!

 

[ColinP]

SWMBO has a gluten intolerance (amongst other things -sometimes she's not very tolerant of me either ) and always requests gluten free meals when flying on full service airlines. Even so, she always carries some back up snacks because on several occasions her special meal has failed to appear.

When flying on LCCs she just accepts what's available. Eats any part of her meal (and mine) that she thinks will be OK and again, relies on the snacks that she brought. She often takes a small tin or two of salmon and some rice crackers.

I'm assuming you will be spending some time in the KUL LCCT and will (probably) be able to find some suitable food there.

Expecting special meals from a LCC is, IMO, un-realistic.

My complaint about Air Asia is not the service, which I find to be perfectly adequate, but the seats on the A330 are intolerably narrow and uncomfortable.

 

[Moody]

In my opinion, you have very unrealistic expectations.

What - like getting a straight answer to a simple request? That is NOT unrealistic.

Air Asia is a budget airline. I wouldn't expect any special types of meals on a budget airline.

Why not? If they offer Western/Asian/Vegetarian meals to cater for customer preferences why would they not accomodate customer requirements (as in they may get very sick or even die)?

If you want special requests, fly a full service airline.

A meal to cater for a common ailment is hardly a special request, otherwise you may as well slot toilets and air-conditioning into the same bucket (BYO incontinence pants anyone?).

If you fly a budget airline, you should always be prepared that something may go wrong and that there may even be no food.

No more than any other airline that includes meals as part of the service.

Sure, try to see if they can meet your special requests. And take some backup snacks just in case. Eat a good meal before you get on the flight.

This is sensible advice.

Don't expect "Yes sir" service when you call up a budget airline.

Why not? Does cheapness negate common curtesy to customers?

 

[joeymelb]

It is not that I am not sympathetic to your plight/suffering. It is a simple case that you expected too much. For anyone considering Air Asia, please only expect a seat on a metal tube that get you from A to B from few dollars (MYR, SGD or whatever your local currency is). LCC is, after all, a service comparable to Sydney CityRail or Melbourne's Connex. You should be thanking your God (mine is Buddha), that you at least arrived without DVT.


If you desire a certain level of service, special meal and comfort, may I suggest pay $1,800ish and use SQ or any other full service Airlines that subscribe to at least one Medical Journal publication.


Again, only use Air Asia or LCC if you fit into these conditions:
1. You are under 5 Feet in height;
2. You are stick thin (or at least with 20 inch waist so you can just squeeze in the seat);

3. You are an expert in Yoga;
4. You can survive hours and days with only Air and moisture from Air;
5. You have an excellent bladder control (i.e. no need to use toilet for hours/days at least until you reached your destination);
6. You are impervious to pain and suffering.



This is my opinion only:
Lastly, majority of Asians (in Asian countries) do not understand the concept of food allergy. It is regarded as "Western" diseases and can be prevented by not eating the food you are allergic to. In my generation (I am late Gen X early Gen Y), the popular belief is anyone with food allergy either win the Darwin Award early in life or don't exist. (Note: I am a Taiwanese with an Anglo Saxon partner with strange allergy, I know what she's up against whenever we are traveling.)

 

[maninblack]

You get nothing for nothing. LCC's are LCC's for a reason, services have to go. Call centres are undermanned with reliance on cheap electronic services, catering is minimal and aircraft usually simply fitted and tight. People expect something for nothing, that is rarely the reality of air travel.

The Air Asia website shows clearly that they offer Asian/Malaysian, International, Vegetarian and Kids meals so why would you assume they offer other choices. Kosher, Hindu, Gluten free, Vegan etc are clearly not offered.

I don't think Jetstar offer special meals either.

Incidentally the Air Asia menu looks pretty good:!:

 

[joeymelb]

Incidentally the Air Asia menu looks pretty good:!:

Enjoy the Delicious Menus:
http://www.airasia.com/storage/bo/a...0010-12834000-84f2aba6/name/SnackattackAA.pdf
http://www.airasia.com/storage/bo/a...010-12834000-ba306345/name/SnackattackAAX.pdf


From my wife, who traveled on AirAsiaX MEL-KUL in Feb.... her comment on the food was :evil::evil::evil::evil::evil:.... However, she told me that bottled water tasted ok.

 

[auriga]

I would agree with most of the previous respondents.

Sounds like you were expecting a little too much.

 

[superchris]

Yes you are expecting far too much.Expect a budget solution on a budget airline.
Furthermore DO NOT COMPLAIN.... Air Asia X gave you what you wanted.....a cheap ticket.
If you want full service....book a full service airline like QF or SQ.

 

[Mal]

Air Asia X (I'm assuming Air Asia X as it's longhaul) has the following condition in the T&C's:
AirAsia.com - AirAsia X Terms & Conditions Of Carriage

10.4 Passengers are not allowed to consume their own food and beverage on board. No smoking is permitted on any of our flights.

I am not sure whether they actually enforce it or not...

and the following food warnings:

Meals: Meal selections are subject to variation from time to time. Food may contain nuts, dairy and/or gluten.

I would suggest that Air Asia is probably not a suitable airline for those with allergies or other food intolerances.

Their menu doesn't provide any indication that gluten free foods are available on request. The best you probably will be able to do is to either find "safe" foods on the menu (and this will be very difficult as the ingredient lists are not made available and Asian food often contains gluten in various sauces etc), or bring your own and try to consume onboard.

Perhaps a forum dedicated to wheat intolerance and/or Coeliacs would be a better source of information on how others with the same issue dealt with Air Asia.

 

[medhead]

It is a bad situation that you are in. If you have to buy a meal from them I would ahve thought the best option would be to take the vegetation meal.

Why not? If they offer Western/Asian/Vegetarian meals to cater for customer preferences why would they not accomodate customer requirements (as in they may get very sick or even die)?

A meal to cater for a common ailment is hardly a special request, otherwise you may as well slot toilets and air-conditioning into the same bucket (BYO incontinence pants anyone?).

No more than any other airline that includes meals as part of the service.

Air Asia is not an airline that offers a meal as part of the service. The meals are a paid extra. So if there is a problem don't pay for the meal.

Also Coelaic's is not a life and death condition. The insides of the stomach will get inflammed if the codition is not treated. This does not mean that people are going to keel over and die if they have some gluten during one 24 hours period.

(NB this does not mean I don't understand that they might be uncomfortable or feel very unwell)

 

[Ric]

Agreed with most posters here that expectations of an LCC is way too high.




If I were you, I would do the following:

1. Get a Doctor's certificate regarding your condition
2. Send off an email to Air Asia explaing your situation and telling them that you are going to do No:3
3. Pack your own gluten free meal
4. Buy the drinks and eat your own meal on the plane.

If questioned, show them 1 & 2. I am sure you would be allowed to have your own meal without further questions. If not, then......:shock::evil:

Cheers!

 

[russianrob]

I realize you are a newby, but your post is no news here, and just a little over the top IMHO. You could drop about 20 of the exclamation marks for starters.
Air Asia is a great LCC, not a full service carrier.
Their planes are well maintained, the flight crews attentive, the fares cheap, and the food is fine for what you pay.
I travel with them regularly between Perth and KL, and have tried all the meals. There was probably only one I didn't enjoy eating. No I do not have an eating disorder or allergy, but then you should plan ahead and take your own food!
It is very unrealistic to expect them to provide a special meal for you, they are a LCC and do not do that. Also their call centre is in Malaysia, and most of their operators speak only fair english and have little to no idea what you are experiencing (as food allergies are not a big deal in asia). I agree they often make you wait if you call them, but try to speak to someone in Jstar sometime!

 

[misstam]

I've flown Airasia quite a few times - they have great deals that are sometimes hard to beat!
I'm also a vego - for a LCC I've found Airasia pretty accommodating. There are numerous times I've seen people bring their own food onboard - I'd suggest you bring some snacks at least.

You say you're flying 24hrs.. however, Airasia doesn't fly straight to UK from Aus, so you'd be flying via KL which is only 8 hrs until you can choose from the many food outlets in KLCCT.

I'd say the best bet is to simply choose one of the food options less likely to contain gluten, eat whatever you can & supplement if need be with snacks you take with you.

I often get tofu dishes, as a vego, and i hate tofu.. so i just eat the other stuff. As someone with a food intolerance you must be used to carrying supplies, right?

Be happy with your cheap flight (you didnt happen to bag a 'free' flight, did you?) and I'm sure you can find a satisfactory way to attend to your food requirements for 8 hrs.

 

[kamchatsky]

Air Asia is great for point to point travel with no frills and low prices. If Air Asia could not provide special needs then I guess the only way is to fly full fare airline. I traveled once with them and I was quite happy with their service given the price I paid.

Air Asia certainly given more people more opportunity to fly (only), but not so much fly and dine.

Now I wish Air Asia X come to Sydney as well. Would love a cheap trip to KL and SE Asia.

 

[NM]

Also be aware that gluten intolerance does not seem to be very common in countries like Malaysia. I know that it is reasonable to expect an airline choosing to operate into countries like Australia needs to cater to the needs of the local population, but do be aware that food choices in places like Malaysia are more focused around religious requirements (Halal for Muslims, there is a large vegetarian Indian population in Malaysia etc) that around allergies or intolerances. I am not suggesting it is right or wrong, just stating my experience over 15+ visits to Malaysia, which is where Air Asia X is based.

The first thing I seek out when leaving Malaysia is a bacon sandwich or pork bangers and mash.

 

[oz_mark]

Also be aware that gluten intolerance does not seem to be very common in countries like Malaysia.

Mind you, a typical Malaysian diet is probably not as riddled with gluten as a western diet.