Booking references BRB6EP AND Y1GYBS (total 6 passengers)


Our family comprising of myself, my wife, my elderly parents (with wheel chair assistance) and my two small kids were booked for travel from Kuala Lumpur to Jakarta on board QZ 7695 scheduled for 19th December 2009 at 20.50 hours. When we reached LCCT at 18.30 we were informed that the flight got delayed and rescheduled to 00.55 hours on 20 December 2009 with a total delay of over 4 hours. We spend almost 7 hours at LCCT waiting for our flight and I assure you that it was not easy to spend the night time with elderly parents who needed assistance and with small kids. With no proper facilities installed at LCCT it was a nightmare for our family waiting over 7 hours at the airport. Again there was uncertainty about the flight being further delayed and finally we boarded the aircraft only at 1.25 AM, an additional delay of 30 minutes from revised departure of 00.55 AM.


To add to agony there was no proper explanation as to the reason of delay. I understand that Air Asia does adopts these tactics of delaying one or more flights to combine passengers of one or more flights and optimize their seat occupancy ratio per flight, even without having the slightest consideration of plight of passengers who might be affected.


I had been promised by the Airport Manager Air Asia, LCCT that we would be provided with RM 200 worth of Easy Vouchers per passengers as a compensation against the flight delay, and he asked me to register my complaint at Air Asia website. I had already registered my complaint twice on Airasia website and also complained to Jakarta Call Center 4 times since then, however to no response.


Now Jakarta call center had advised to register my complaint at this email id. Hence this email to you.


I was informed by Jakarta call center representative that since Air Asia had tried to contact us 24 hours before deaprture to inform us of the flight delay, we would not be entitled to any vouchers. But please consider the fact that since we were in Malaysia (as a tourist with no contact information in Malaysia) and didnot receive any information about flight delay beforehand, we reached airport and did our checkin around 7 PM, two hours before the original scheduled deaprture time. You can verify with our check in time at LCCT to prove this. And the flight after further delay from rescheduled time of 00.55 finally deaprted only at 1.25 AM.


Now I request you to kindly register my complaint and provide me a proper forum where I can take forward my complaint for deficiency of service of Air Asia. Also as promised to me at LCCT, please provide us with Easy Vouchers of RM 1200 (6 passengers) at the earliest without any further delays as we had received no information from Air Asia for flight delays.


Please consider this as my last reminder to Air Asia, before i may be forced to take other legal measures.


Best Regards,

Jagdish Sandeep Agarwal

For and on behalf of all six passengers under Air Asia booking reference BRB6EP AND Y1GYBS (total 6 passengers)