Air Asia — Cancellation Fee

Dear Sir / Madam,

I am writing to you to raise an issue about: Airline Tickets and Fares

The issue that I have experienced was: Hi,
I booked 3 tickets on 10th March for me and my family Bangalore to Delhi via Hyderabad travel date 31st March 2021. On 24th March I got message from Air Asia that flight will go via GOA instead for Hyderabad. We thought it will not impact our next connecting journey on same day because my wife and daughter have same day flight from Delhi to Bareilly at 2:45 PM.
On 31st March, our flight time was 5:45 AM. We reached the Air Asia counter at 5:05 AM because of our taxi delay and CISF guard stopped our taxi for checking.

1. Once we reached counter Air Asia staff asked us for which flight are u travelling. We said for Delhi at 5:45 Am. She told we need to print our boarding pass even I have already done the web check in from our home again she wasted our 5 -6 min. After printing boarding pass, she asked do u want to do self-luggage check in or conventional checkin and also explained the self-luggage demerits like if 15.2Kg it will calculate as 16Kg and u need to pay extra.
After listening that we told that we are not sure about weight. She sent us to queue for luggage check in even she knows that we have flight at 5:45 AM and we are getting late. Is this correct action taken by her or intentionally she wants to do cancel our flight? Generally, I saw in other flight like IndiGo, Spice Jet etc attendants takes the preventive action in that case if passengers are getting late. They do luggage check or security check in on priority basis.

2. At 5:15 AM I got call from Air Asia Gate where are you Mr Amit. I told Mam I am doing check in and she cut the phone without saying anything. Is it correct behavior?

3. We requested the staff who printed out boarding pass and tried to connect Gate staff. That lady sent us to her senior. Now senior talked to Gate staff and told now u cannot do boarding because u came here late.

4. We requested staff that try to understand that we have kid and we have one more connecting flight from Delhi. But they said sorry we cannot help u. We can do only reschedule your flight which was on 11:45 AM from Bangalore and will reach Delhi at 2:05 PM and u have to pay 13, 452 Rs. We told that we have flight from Delhi at 2:45 Pm. What they told u can request to another flight they will allow you. What a joke here in your flight you are not allowing us because of 5 min delay and assuming that another flight will accommodate if we will late because if flight will land at 2:05 pm means we will take our luggage around 2:20 pm.

5. To avoid delay our further delay, I booked my new ticket from Vistara at 9:45 Am from Bangalore to Delhi at cost of @17616 Rs. That is the cost I need to pay because Air Asia staff did not give attention for my check in.

6. Same time I raised the request for cancel my ticket with Air Asia and I got message the Air Asia will refund 1848 Rs and charged cancellation fee 12246 Rs.

7. Is this right behavior of Air Asia staff during this pandemic situation?

8. Air Asia staff don’t want to understand that what kind of stress we felt during that time and on top of that we spent 17616 Rs only and only for 5 min because of ground staff negligence for check-in.

9. We raised our request to customer care they told sorry and please proceed further cancellation.

10. This sorry word is not enough for me.

Attaching the Vistara Ticket, Air Asia Ticket and Delhi to Bareilly ticket for reference.

I want my full money refund from Air Asia and also the ticket difference which I paid to Vistara.
PNR No-Y54HQW

[protected]@gmail.com

Yours faithfully,
Amit Sharma