Airasia X sacrifices customer satisfaction for bottom line.

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brucemoon

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Residing near Gold Coast airport, I tend to fly to SE Asia as a hub for further travel. I've found that (especially to Europe) I save much on onward longhaul fares than if using (say) BNE.

For years, I have well frequented Airasia X. It used to be a reasonable LCC. While the onboard experience remains consistent (average!), their scheduling performance has taken a nosedive. Sadly, the airline is increasingly cancelling or reconfiguring flights (often at short notice) in a bid to minimise their expenditure costs.

While changes to flights is to be expected on occasion, I have experienced 4 cancellations and 3 (major) flight time adjustments over the past 3 months.

The airline offers alternate flights (where it has availability), but on longhaul the option applies to a different date. On one occasion it just cancelled the route (offering no alternative). In years past, AAX would find an alternate airline for me, but now those days are in the past.

The hardest part to chew is that though AAX claims it will refund, on two of the recent experiences the offer is in name only; the airline went through the procedure but failed to place the money in my account. And, despite repeated emails, the 'avenue' just went cold. Similarly, when transferring to another flight from a different airport, the process is - in effect - akin to a new booking. And, any flight increase costs and/or currency conversions are at the patron's expense.

It seems the airline is preferring 'operational adjustments' over customer satisfaction.
 
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It seems the airline is preferring 'operational adjustments' over customer satisfaction.

That all sucks, sorry to hear it, but they aren't the only airline that does that least bit! :mad: Some legacy Airlines I could mention...
 
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That all sucks, sorry to hear it, but they aren't the only airline that does that least bit! :mad: Some legacy Airlines I could mention...
I must admit I too read the headline and wondered exactly what the point was, don't most airlines put profit first?
 
I would suggest the majority of companies look at the bigger picture and will always put the “bottom line” ahead of customer satisfaction...until the customer satisfaction starts to effect the bottom line.
 
The problem for them is that customer satisfaction and the bottom line are not two independent variables. With such numerous rescheduling and cancellations. word will get around and hit their bottom line eventually. The act of placing this thread here, will do that a bit of that - moreso if you'd put it in the Open Discussion forum.

Read my thread on AirAsia in the Open Discussion forum. I eventually got my refund. Lodge your claim, then contact them on their Facebook page - they seem fairly responsive and genuine.
Regards.
Renato
 
The problem for them is that customer satisfaction and the bottom line are not two independent variables. With such numerous rescheduling and cancellations. word will get around and hit their bottom line eventually. The act of placing this thread here, will do that a bit of that - moreso if you'd put it in the Open Discussion forum.
You would think this but there are too many real life examples of people who whinge about businesses but don't actually move. I've seen plenty of people on this forum whinging about Qantas and yet continue to fly them with quite similar experiences.
 
You would think this but there are too many real life examples of people who whinge about businesses but don't actually move. I've seen plenty of people on this forum whinging about Qantas and yet continue to fly them with quite similar experiences.
I guess it depends on whether what is complained about is a mild nuisance or stuffs one's schedule or has health implications.

After my recent experience, I'd be concerned booking Air Asia on a leg of a journey in future, though i'd consider them for a return trip. And after my experience with Emirates four years ago (being driven standing up around Dubia airport in a hot bus for nearly half an hour - and both of us getting swollen ankles for the next four days) I haven't flown Emirates since, even though it had been my favourite airline.
Regards,
Renato
 
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