I would like to let your readers know about an experience I had when travelling with my family on Air Asia recently. We have a son, who was 10 months old at the time. We knew we would be travelling with plenty of luggage,so I booked an adult fare from our baby, which (I assumed) would entitle him to a seat and 15 Kgs of baggage.
When we checked in at Phnom Penh the supervisor (whose customer service skills left a great deal to be desired) refused to give us any baggage allowance at all for our son, on the basis that we should not have booked an adult seat since he is not an adult. When I asked her to explain this, she told me severla times "it's your fault" - and made it clear that if I argued any firther she would deny boarding to any of us. So we paid the (excessive) excess baggage fee and flew off.
When I returned home I wrote to Air Asia to complain. After 7 days of no response I wrote again. After a further 7 days I wrote one last time and to date (a month since I first wrote) there has been no reply.
This is a truly appalling way to treat any customer, and in stark contrast to the generousity and warmth we were treated when we subsequently flew with Jetstar Asia.
So, my advice to families looking for a cheap flight around Asia is: avoid Air Asia at all costs - and tell your friends !!
