Air Asia - How long do you wait for an answer

[Stilling Holding]

Firstly, I know I should have known better than to book on a budget airline ......

What is a reasonable time period to hold on a call waiting queue?  Last night I waited 1 1/2 hours.  I gave up to cook dinner my dinner, now this morning the call centre opens at 8am so called 7:58, not open yet, 7:59 same, then bingo 8:00am I'm in the queue.  You will see the time of this post I'm still waiting. 

Worse still, the reason for my call is to find what they did with my money (credit).  This is a follow call from May when it took a lengthy time to get a response but not this long. 

How long to you wait in a queue? Remembering this is customer service and there is no other way of contacting them.  I've sent emails but they are general customer feedback with 5 day response turnaround.

Customer service for Air Asia should put calming music with positive affirmations for managing stress on their hold queue because I'm not too happy about this. 

[Holding on]

Still holding, so I thought of a way to spend my time:

What are acceptable reasons for organisations to keep you waiting in a call centre queue longer than ( ) minutes () acceptable time frame.

- natural/civil/malicious disaster in location of call centre
- company has no back up plan (risk management strategy) for disaster recovery
- technical problems with electronic system locking up data lines
- no alert system for electronic system failing
- human error
- human resources - not enough staff, training of staff, lack of motivation, lack of funding......
- incompetence
- don't care

How hard would it be to put a message on the website to say - apologies we cannot answer your call with a timeframe due to ...........

Good communication is the key to any customer relations. 

Still holding
 

[Gave up]

If its meant to be .......

Ended the call, enough time wasted on this and moving on. 

There is a point whereby a customer no longer wishes to continue with a company due to poor delivery. 

The answer to my question is 2 1/2 hours is NOT an acceptance timeframe to wait in a queue. 

[Tony Fernandez]

If you go to Facebook and google Tony Fernandez, the CEO of AirAsia, you will find a page for him, once you click "Like" on the page, you can post comments on the page.

You will find a lot of complaints on that page are from customers regarding service but he (or his minions) seem to respond to those posts.

Alternatvely try these two email addresses

tonyfernandes@airasia.com
bolingam@airasia.com

[Me too]

Recently I gave up after 80mins on hold for a query about a reservation, having used them many times before with no problem. Not the best way to run a business!
Thanks for the info PP!

[Go to the office?]

Doesn't AirAsia have a sales office here? Peninsula Plaza?

Anyway, it's pointless moaning about customer service when it comes to budget airlines....having a stripped down operation is one way they can offer dirt cheap flights.

[budget flyer]

My wife flew air asia in March and we had called the CS to change the dates after booking. I don't remember being put on hold at all. Probably might have been on hold for maybe 2-3 mins at the max.
Perhaps its just the refunds dept that don't pick up the phone.

[Still Holding]

Following up with Air Asia is continuing, having put the down I vowed not to wait any longer.  I emailed their complaints department and have had various automated responses telling me to go online which is why I am ringing in the first place. 

I have asked them to call me, last message is that they would call by 11 August. 

So in total to get a response from Air Asia has taken 9 days and counting.   

My flight requirements are 16 September - not sure if I want to be on the flight as it might has an automated pilot

[chattyya]

I tried calling as well last week, gave up after a short while. I then noticed the chat server on the website.

Great, looged on and waited.

First message

Welcome, your estimated wait is 285 minutes, you are number 104 in the queue!

Logged off and booked with another airline!