Air Asia cancelled my flight.. has anyone been able to claim reimbursement?

kimba88 on 12/07/2013 - 21:09

Hi guys,

So i was really looking forward to my trip to Thailand until i got an email saying they had cancelled my flight from sydney to phuket. I was flying out at night so i could sleep on the plane and have enough time for an interconnecting flight to go to koh samui the next morning. By air asia cancelling the flight, it now means my partner and i have to have an extra day off work (and he wont get paid for it because he is a school teacher not on 'normal' holidays), and we will now have to pay for an extra nights accommodation in phuket.

Has anybody been successful at lodging a complaint with Air Asia or someone else and getting reimbursement? Unfortunately my travel insurance (TID) won't cover anything due to 'operational reasons'.

Our flight was going to fly out on the 23rd at around 9.55pm, now it'll fly out 10.55am on the 23rd. We were going to arrive in phuket at 7.50am (24th) for an interconnecting flight to koh samui at 11.25am (24th). But now we arrive in phuket at 9.40pm (23rd) and have to wait till the next morning for the flight to koh samui (24th).

Is there some good accommodation around or would it not be worth staying in the hotel for a few hours before boarding another flight the next morning?

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Comments

  • MITM on 12/07/2013 - 21:52
    +4

    Can you not bring your flight to KS forward ?
    If you're going to spend money on a nights accommodation waiting for the flight, spend the money changing flights instead, and slum the first night in KS rather than Phuket - you'll get more time at KS where you really want to be.

    Once I slept at Heathrow airport on arrival - it was evening and I didnt see the point getting accom for what was left of the day.
    There was a radar strike at the time - so no one bothered me, thinking I must've be delayed. True OB'ner spirit.

    You could say I flew in under the radar.

    • kimba88 on 12/07/2013 - 22:05

      There are no flights after 9:40pm from phuket to koh samui :-(

  • Peck on 12/07/2013 - 22:34
    +1

    In their notification did they offer you 3 choices ie. refund, or credit voucher , or reschedule? They cancelled my flight Kuala Lumpur to Clark, but the wording of their email was that it had been rescheduled. Without telling me to what day! I researched and found that the flight had been completely cancelled. So I applied for and was approved for a refund. Reading their facebook page I learnt that I was quite lucky. It looks like their telephone customer service exists only if willing to hold on to the line for 2 hrs wait. And lots of people complain about waiting for/not getting a refund. I don't know what their situations were. If the flight change is a big big inconvenience, then you do have some chance of a refund. But is it worth missing out on your holiday for?? Phuket has rip off taxis run by the taxi mafia, but I would not spend a night at the Phuket airport. Probably cost you 500 baht to town, and 500 back again, and $50 - 60 for a half decent hotel. To me, well worth it, even if it is for just 6 or 7 hours sleep. It would be worth paying a premium and getting a hotel that provides airport pickup and drop off. Purely for reliability of transport.

    • kimba88 on 12/07/2013 - 22:54

      Yes they did give me the 3 options, but my point is i am now out of pocket by quite a bit more (loss of money for not working the day and accommodation). Its just really annoyed me because it want planned and air asia told me i needed to be more flexible to accommodate them. I dont think thats fair. Im not going to miss out on my holiday because im going for a wedding. Thank god i was going a few days before the wedding!

      • cloudy on 13/07/2013 - 07:35

        Unfortunately it's part of air travel, u might just have to enjoy and pay for an extra night.

  • robbyjones on 12/07/2013 - 23:28

    That sucks! Have you considered flying into Bangkok instead? It doesn't change your situation however if it was me I would rather spend the one night in Bangkok than Phuket. You can get around and have a look at Bangkok on the public transport system quite easy, you could also push back your flight to Koh Samui to give you more time. You would fly into Don Mueng and out of Suvararnabhumi however shouldn't be an issue if you are staying overnight anyway. The Novotel at the airport is excellent and quite cheap (relatively speaking). I agree with peck if you decide to fly into Phuket staying at the airport isn't an option (think large bus station). Good luck with getting compensation out of Air Asia, I think you would stand more chance of fighting it out with your travel insurance.

    • kimba88 on 13/07/2013 - 00:31

      Flying to another airport isnt an option as i was made to change the time of my flight. I have all accommodation pre booked and already paid, so i cant really afford to be pushing back flight times and paying even more for new flights. I just cant believe Air Asia have one this. I know im not the only one in this situation, but they shouldnt be allowed to get away with it all. Even an employee from Air Asia said cancellations happen regularly. I'll scream if another cancellation happens before i leave. On the way back isnt so bad.. but i hope it doesnt happen.

  • davohatcher on 13/07/2013 - 01:48
    +1

    Hi Kimba, did Air Asia give reason for the cancellation of The 9:xxpm Flight from Sydney?

    With The Recent Sale Air Asia X Sale I Just Booked 3 Overseas Return Trips All Leaving With In The Next 6 Months & All Leave on The 9:xxpm Flight From Sydney… i have a feeling this is going to be a disaster for me if mine are also cancelled.

    Also with the extra night now in Phuket i recommended Asia Web Direct if you want a hotel. They have amazing flash sales on Resorts for next to nothing. They have a few Phuket Airport Resort Hotels for $30 For The 23rd With Free Breakfast & Return Airport Transfers

    • kimba88 on 13/07/2013 - 08:09

      Yep, the reason was 'operational reasons'. They wouldn't specify what in particular.

      See if you can find travel insurance that covers flight cancellations and delays due to operational reasons.

      Have you got a link to the accommodation? I feel I'll need at least 4star accommodation to be semi comfortable. There's nothing worse than going to a hotel and finding other people's hair and stains in the bed

      • RockyRaccoon on 13/07/2013 - 09:43

        Use trip advisor to get some idea of accommodation quality, but only for a large number of reviews.

        I found 3 star quite acceptable and clean. Although in Asia the beds seem much firmer and I generally like a firm bed.

      • donga100 on 13/07/2013 - 19:44

        There is a Tune Hotel in Patong (bit of a drive from the airport). I think the Tune concept would be a great match for your needs in this case. They don't offer any resort facilities at all but they have clean and comfortable beds and bathrooms. They are usually very cheap too. The only downside is that you would be giving Air Asia more business. Maybe you could try pressuring them to provide accommodation for you in Phuket.

  • RockyRaccoon on 13/07/2013 - 03:41

    Its one of the issues with a low cost carrier. I had the same with Scoot on a trip to Vietnam, with connection with another low cost airline. I had even allowed for delays with a 16 hour transit time.

    Like you I got nothing from Scoot, and nearly all travel insurance doesnt cover delays etc by a carrier. (at least any insurance in the lower cost categories, maybe paying twice as much might get this cover, but then that negates the LCC savings).

    Alternatively you could just go via land transport to koh samui, rather than hang around the airport. I did a quick google and found this can take about 4+ hours via private transfer or air conditioned coach to don sak, then a ferry ride, which maybe better than waiting in the airport. Unless of course you have these flights prebooked.

    http://www.tripadvisor.com.au/ShowTopic-g293920-i5037-k54270…

    • kimba88 on 13/07/2013 - 08:10

      Yep, you guessed it.. My flights are pre booked. Hence why I was so stressed about the situation

  • Goldberg on 13/07/2013 - 10:09

    I hope you sort out your travel plans, but in regards to Reimbursement etc, good luck with that.
    I've been waiting since September last year for close to $250 they owe us.
    There have been numerous emails to Air Asia, ACCC & next is the office of regulatory services.
    Air Asia recognised the claim, said expect it in your bank shortly, never arrived, and when we again chased it up said they had rejected the claim? They won't respond to our emails, and I think their complaints are routed to a shredder somewhere!
    I know a lot of people here have had no issues with the carrier, but I for one will never travel with them again.
    Oh yeah, we couldn't claim on our travel insurance because of "technical difficulties".

    • Peck on 13/07/2013 - 11:08
      +2

      I get better results from AirAsia when I go onto their face book page quote the case number, tell them how long I have been waiting and ask them to expedite the case. And I do it repeatedly (Copy and paste) until they reply on facebook that they have expedited the case

      • IdBuyThat4aDollar on 15/07/2013 - 11:22

        I have also found in the past that they respond quite promptly on twitter

  • MITM on 13/07/2013 - 18:04
    +2

    Remember you can claim all taxes associated with your cancelled tickets.
    Most times this makes up the majority of the cost.
    You can only claim after the cancelled flights date has passed (via Air Asia website)

  • Peck on 14/07/2013 - 11:53
    +2

    It sounds to me like the poster is not actually looking for a solution/change of plans, but just having a winge. People who take low cost carriers should be aware that they make their money by taking cheap bookings a long way in advance and then hoping that a certain number of people will not turn up. And if an aircraft is mostly empty and it is not economical, they will cancel flights. People who want certainty should not book with low cost carriers.

    • cookie2 on 16/07/2013 - 01:11

      completely agree!

  • kimba88 on 14/07/2013 - 12:30
    +2

    Not true. My friends went with Malaysian airways and still had their flights cancelled. I had another friend with thai airways who had the same issue.

    • Peck on 14/07/2013 - 14:29

      ok People who want 'MORE' certainty should not book with low cost carriers

      • surm on 14/07/2013 - 23:27
        +1

        The OP doesn't want more. she doesn't want unlimited food or liquor or entertainment or extra leg space or free 30kg luggage allowance. All she wanted is the basic service of getting from A to B at the agreed time as advertised by the airline, nothing MORE and nothing LESS.

        LCCs should not be allowed to sell lottery tickets - "You pay for the lottery flight ticket now, and if you are lucky, you may fly as per your lottery ticket. It is all your luck".

  • Fishy on 14/07/2013 - 13:30

    removed. Sorry just read OP's comment about neeeding 4 star place.

  • nikey2k27 on 14/07/2013 - 18:53

    joy of cheep airline. do not think they do anything to help. that why there cheep. just think how much cheep it was then flying full service airline. aslong is less u still win.

    • tko6070 on 14/07/2013 - 19:24
      +1

      why do you keep spelling cheap wrong?

      • MITM on 14/07/2013 - 19:51
        +1

        Cheep engrish skools

  • missalicia on 14/07/2013 - 21:21
    +1

    I would think you have little chance of getting any reimbursement in excess of a refund. As a frame of reference - a few weeks ago I had my Jetstar Sydney - Melbourne 8pm flights cancelled at the last minute. Jetstar offered to fly us out the next day but in doing so we would miss our interviews with the US consulate for travel/work visas (the interviews were scheduled for 8am). So we flew back that night on Virgin, paying $700+ for the privilege (only premium seats left + last-minute pricing). And it was only after a LOT of back and forth and writing in to Jetstar that we got a refund for the cancelled flights (something in the range of $120+) but nothing else. And even that they'd refused several times initally to give us even though the flight had been cancelled outright (getting that refund took a LOT of pushing on our end). It seems from their point of view if you refuse their replacement flight (even one on a different day) YOU have essentially cancelled on THEM.

    To be honest I wasn't really expecting anything else. I think we were lucky (even with the massive effort it took) to even get the refund that we did. I empathise with you OP but I reckon with low-cost carriers you ARE lucky if you get paid back whatever you paid them in the first place. As for getting anything more from them…compensation, etc. - no chance. I'll still be flying low-cost though, and yes, with Jetstar if I have to (i.e. if they are the cheapest at the relevant time)…such is the gamble of the Ozbargainer.

  • surm on 14/07/2013 - 23:06

    I can understand the OP's frustration.

    If OP had wanted to change/cancel his flights, AirAsia would have charged OP a penalty fee or no refund at all (depending on the booking conditions).
    When AirAsia cancels the flight, AirAsia does not want to pay any penalty! How fair is that?

    I also don't understand why some say this has to be expected with LCCs. Passengers buy LCC tickets because they are happy to forgo frills and the only thing they ever want is to get from A to B at an agreed time. If an LCC fails to do the only thing they promise to do, it is their fault and they need to pay compensation to the passengers. It doesn't matter whether LCC or Full Service, there has to be regulations to maintain the consumer service quality so that AirLines don't abuse passengers by selling prepaid tickets and then cancelling them. No one would argue that LCCs should be allowed to have lower safety margins than Full Service Carriers so that LCCs can offer cheaper tickets. There are same minimum safety standards for all carriers and there should be same minimum consumer service standards for all carriers.

    In Europe, there are.

    You may be able to claim huge sums for flight delays and cancellations under EU rules. You could get up to £508 per person, dating back to 2005, if your flight is significantly delayed, or your money back if cancelled.
    http://www.moneysavingexpert.com/travel/flight-delays

    Long delays – if your flight is delayed by 5 hours or more, you are also entitled to a refund (But if you accept a refund, the airline does not have to provide any further onward travel or assistance).

    Food and board
    You may also be entitled to refreshments, meals, communications (such as a free phone call), and, if necessary, overnight stay, depending on the flight distance and length of delay.

    Financial compensation
    In addition, if you are denied boarding, your flight is cancelled or arrives more than 3 hours late on arrival at the final destination stated on your ticket, you may be entitled to compensation of €250 - 600, depending on the distance of the flight:
    http://europa.eu/youreurope/citizens/travel/passenger-rights…

  • redslert on 15/07/2013 - 00:41

    Call them and insist on a refund.
    I have gotten refund for cancellation, I have also got credits for change of flight time.

    I just said that I have connection flight and any changes affects my flights.
    Insist they refund you $1000 for another ticket on your connecting flight. Insist on your privacy if they ask what they other flight is.

  • Peck on 15/07/2013 - 09:33
    +2

    No matter how wrong it might feel, without Low Cost Carriers being able to change/cancel uneconomical flights without paying compensation, then they would not exist, and we would be left with just FULL COST CARRIERS and no real bargain flights. You ARE entitled to a refund for a cancelled flight, and for reschedules exceeding a certain amount of time change. The trouble is that they are weighed down with people wanting refunds on non-refundable tickets for other reasons. And their customer service is 'cut to the core' to maintain the low cost structure. Do not make non-refundable hotel bookings if travelling with Low Cost Carriers.

    • Make it so on 16/07/2013 - 17:10
      +1

      I agree with this. LCC's save money by taking bigger gambles on passenger numbers. It is very much "get what you pay for" (although I found Jetstar took really good care of us when our flight got cancelled due to an ash cloud - Qantas-level-of-service IMO). Having spent >8 hours at night at the Air Asia budget terminal in KL due to delays, I will not fly with Air Asia again.
      Given the total cost of a (good) holiday (including financial cost of leave), I think the savings of using an LCC are not significant enough to justify the risk of your holiday being ruined by their tactics. If you do want to use LCC, be prepared for surprises so you won't get disappointed. And never book a connecting flight on an LCC.

      As for the OP: I feel bad for you because these airlines create unrealistic expectations. It is easy for the uninitiated to get caught out. These airlines should be obliged to publish statistics of cancellation.

  • lisss on 19/07/2013 - 21:05

    Sorry but you won't be able to get reimbursement for the extra expenses you incurred, or for the missed connection. Cheap to moderate priced travel insurance doesn't cover this either (I'm not sure about more expensive cover), probably because it happens too often.

    When you choose a budget airline, you are taking on a greater risk of cancellation. When you have a connecting flight booked separately, this ups the odds which is why a long transit time between flights is advisible to minimise the risk of missing your connection.

    This sort of thing happens all the time. I had a Tiger airways flight cancelled with no option to reschedule. I ended up having to book a much more expensive flight with a different carrier. It's the risk you take for getting bargain fares unfortunately. I feel your pain!

  • kimba88 on 05/08/2013 - 20:55
    +1

    Just been on my holiday to Thailand. Forked out the extra $155 for my nights accommodation in phuket before my connecting flight (was really nice though).

    On the plane, i asked for a simple glass of water. But you cannot, as you have to purchase bottles of water. They only accepted either malaysian money or AUD which didnt help our situation because we only had thai baht and large AUD notes (which they did not have change for).

    AND AFTER ALL THIS.. THEY HAVE NOW LOST MY LUGGAGE! I'm not a very happy Air Asia customer! I came back yesterday morning, so i need to give them more time to find it. I've been told by the airport that Air Asia dont have a world wide tracking system like most other Airlines, so it will be harder to track where my luggage actually is. The other thing is, my luggage has my teeth retainer/plate in it.. my teeth are now looking pretty crooked and need the retainer. I generally wear mine once a week.. its now been just over a week.

    Pretty sucky situation. Point of the story - DON'T FLY WITH AIR ASIA!

  • Peck on 06/08/2013 - 12:10

    Honestly sorry to hear that! I would be buying a new retainer/plate asap. Even if no insurance/not covered. I think that your baggage will turn up, but I would not gamble on the time period. AirAsia compensation for lost baggage is ridiculously low, but still worth claiming - further research need on that! Yes their selling water on flights is very very bad. Water, when flying, is as basic a need as a seat belt. Most of their Cabin crew are intransigent, and lazy. I had pre-ordered a sandwich recently (which comes with a choice or either tea or coffee) The crew member said "Tea or Coffee" I said "Tea" He said "sorry we are all out of tea -coffee??" I said "No! Tea" etc etc back and forth. I said "what else is there" He said "you can only have Tea or coffee, you don't have any other choice" I said "well YOU are choosing! And I don't drink coffee" the other crew member overheard and within seconds I had "tea". The original lazy prick couldn't be bothered going to the galley for more boiling water.

  • kimba88 on 06/08/2013 - 18:02

    I'm so happy! They found my luggage.. in Perth.. with 2 different name stickers on it! They only found me because i had left a little card with my details on it in the card holder on my suitcase. They now need to send it back to Kuala Lumpur because that's where they screwed up.. then back to Sydney.. then finally to me.

    Point of the story: Always have your details somewhere on your luggage and DON'T fly with Air Asia!

    So am i entitled to any sort of reimbursement or do Air Asia walk away scott free?

  • belongsinforums on 26/09/2013 - 16:26

    Hey
    It took them a year, but I finally got back the double payment I somehow accidently sent to Air Asia!
    And they lost my gf's luggage recently, but found it after a week.
    AA are at least better than Tiger, right?

    • Peck on 27/09/2013 - 11:17

      Tiger changed my flight by 5 hours. Emailed me full details, and later rang me, and the Customer service person arranged refund. Received it within 14 days. EASY!! Compare this to confusing emails from Air Asia, and AA basically pushing it to another day, and left it to me to understand, and rearrange. Then having to book an alternative and hope for a refund. Then stress for a 6 month wait for a refund that I was never sure would come. Qantas and Cebu Pacific changed flights and times and no advice given about it at all. Only found out when I went online and rechecked my flight schedules. Emirates spilt a full cup of boiling hot tea over me in-flight. I am still waiting for a reply to my complaint from over one month ago. From my limited experience I would say that Tiger had GREAT customer service.

      • RockyRaccoon on 27/09/2013 - 20:51

        Either that you can please advise when you are flying next time, as I will avoid any flights you are on.

        You seem to have had more issues with flying that I have had in 30 years of regular business and recreational international flying.

  • SirFlibbled on 27/09/2013 - 11:33

    This happened to me on a trip to Bali. They added an extra night essentially. I just took it in my stride and booked somewhere different for a bit of fun (the Elephant Safari Lodge). It was a great experience other than the excessively early time I had to get up for the flight the next day.

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