My husband and I had booked a very cheap flight from Gold Coast to Kuala Lumpur recently but when we arrived at the airport we found at that there was a fault with the plane and it needed repair and would be unable to fly for a few days. They advised us immediately that they were going to charter a plane the next day to get us to our destination.
Although I was initially upset with being delayed the airline went out of their way to look after us. They chartered another flight to Kuala Lumpur with food and drinks included, putting us up overnight in Kuala Lumpur for our missed accommodation and re-booking our connecting flight to Hanoi. For a budget airline, I think this was great customer service. We look forward to a good return flight to Australia and many more flights with AirAsia in the future.