Tuesday, September 9, 2008

AirAsia Call Centre of Hell

SATURDAY, 06 Sep 2008
I got an sms saying that my return flight from Bali next year has been cancelled.

Just my return flight??? So I called up the number given in the sms and was kept waiting on the machines for a very long time. Someone suggested that maybe they didn't entertain calls during the weekend...that made sense. I'll try on Monday.

MONDAY, 08 SEP 2008

First thing in the morning, I called AirAsia again. Its bad enough that this is already a Monday morning...but listening to the machine telling me that they are sooooooooooo busy due to 'overwhelming response to our promotions' just leaves me almost foaming at my mouth. I had to hang up a few times to entertain my customers. I gave up calling in the late afternoon and resorted to sending them an email instead.

When I checked my email in the evening, they sent me the following reply:
For urgent queries and itinerary requests, please call our helpline at 603-8660 4388 or click on the following link for contact numbers of the Call Centre in your area.

Now, that's really rubbing salt in the wound.

TUESDAY, 09 SEP 2008
Filled with fighting spirit today (and a particularly good nights rest), I decided that I will not hang up but wait as long as it will take to get an answer from them.

11.13am - Machine ....
11.14am - A customer asked for a strip of Pepzan 20mg...Put the phone down for a second to serve him.
11.16am - Machine...
11.18am - A lady asked if I have Ethylchloride Spray... Put the phone down again.
11.20am - Decided to go to the toilet for a quick wee wee.
11.23am - Machine...
11.24am - Another customer asking for plaster...
11.27am - Lady: (Click) Good morning, AirAsia, How can I help you?
Me: Wahh..you know how long I've been waiting ar?
Lady: Er...yeah..
11.33am - Phone call ended.

I have received 4 calls on previous occasions from AirAsia telling me about their insurance packages, credit cards and what not...but when I really needed an answer from them, it takes forever to get through to one of them.

Anyway, my Bali trip next year has been cancelled. Anyone up for climbing Mt Kinabalu again? Heheh...