16 February 2010

Finally, New Seats for AirAsia X – including the World’s First lie-flat bed seats on a Low Cost Carrier!

Azran

By Azran

Ever since the first new A330 aircraft delivery for AirAsia X came with the “non-reclining” black leather seats in November 2008, we knew this was going to be a big issue for us. Sure enough, the complaints started pouring in incessantly about these uncomfortable seats.

We’ve been tackling this for almost a year and a half, and now, finally, we believe we have a much better seat solution for our long-haul guests.

When we first ordered aircraft in 2007, the global aviation industry was very different. It was the boom time, and airlines were ordering new planes by the hundreds. Seat manufacturers were buzzing with more orders than they could fill. We were left with only one seat supplier who was willing to design seats for our aircraft, at a reasonable price, according to our required timeframe. We had no other choices.

They pitched to us a new design called ‘fixed-back shell’ seats. The idea was that the seat would not recline backwards, but would achieve the same recline-angle by the seat bottom gliding forward and the seat back moving along to get its ‘recline’ angle. The advantage was supposed to be better personal space management, so that you’re not bothered when the person in front leans back (especially when you’ve got the meal tray down trying to eat or work on your laptop, or when you need to get out to the aisle).

Lesson Learned. When the seats were manufactured, this design turned out to be very problematic, mainly because the cushion was too hard, the gliding mechanism too stiff, and edge of the seat bottom that was supposed to drop down to create ‘knee-space’ did not – which meant knees were banging on the seat in front. It was a disaster.

Our team tried to go back to all the seat suppliers to get a better design. As fate would have it, the industry turned upside down by llate 2008, and new aircraft orders almost screeched to a halt. Suddenly, seat manufacturers had extra capacity. We finally got a much better design proposal from the best supplier in the business. Took our joint team one year to detail out the designs, put the seats through safety certification (a very rigorous process), and get them manufactured for delivery.


New Economy Seat Back to Traditional Recline. 31″ pitch for A330, 32″ pitch for A340

We decided to move away from the traditional ‘black’ leather, and opted for a mix of red and grey, to brighten up and make the cabin less ‘optically constricted’.


Brighter Cabin

We also made a bold decision to scrap our ‘premium economy’ 38” pitch seats and replace them with full lie-flat bed business class seats. We felt the economics were very similar between 28 premium economy seats and 12 lie-flat bed seats, and therefore we might as well opt for the latter and up the quality of our product. Our Air Canada business class seats (on the A340s flying to London) gave us confidence that we could create a new airline product category – full lie-flat bed seats, for the price similar to other legacy carriers’ economy seat and a fraction of business class seat. After all, we felt people wanted most was a comfortable seat. The free-flowing champagne, five-star cuisine and lounge does not justify the thousands of dollars more charged in a normal business class fare. Oh yes, we’ve also added power socket on these premium seats!


World’s First lie-Flat Bed Seats on a Low Cost Carrier!


Power Sockets!

The first plane with the new seats has now started operations. If you’ve been on this plane, do let me know what you think of the seats. Other existing aircraft will all go through the seat change, and by June 2010, we should be able to complete all of our AirAsia X retrofit aircraft. Hopefully, we wont face any logistics and supply issues.

In parallel, we’ve also decided to move away from in-seat in-flight entertainment systems (screens on every seat). Unfortunately, demand simply is not there to cover the massive cost of the system, the cost of Hollywood content, and the extra weight and complexity from the wiring. We think portable units are the way forward, and are now working on a new portable media solution that we hope to debut by mid-year.

One thing we’ve learned is that we’ve always got to be on our toes. Sometimes we don’t get things right the first time, but we’ve got to change and adapt. Standing still is not an option for us.


Thanks for all the constructive comments on our seats. We’ve listened. We’ve invested and revamped. Please bear with us during the transition period over the next few months.

Given the number of comments on seat locations with our new layouts, here is the detailed aircraft specification layout to help you decide on your seat assignments:

P/S ALL OUR AUSTRALIAN FLIGHTS ARE NOW SCHEDULED TO OPERATE WITH THESE NEW SEATS.

P/P/S I’ve posted pictures of the extra-legroom HOT SEATs in another blog post, as requested

  • Rusaimi Halim

    wow!!
    like the colour…more vibrant…

    bole tido dgn nyenyak sambil mimpi ke destinasi!!!

  • Ng Zhi Wei

    Nice Seats! Excited to fly on the new seats with AirAsia X in Sept! :)

  • Mohd Irwan

    syabas airasia. we’ll definitely start our long journey w/ air asia soon.

  • Muneer

    WELL DONE AIR ASIA !!!

    You have done it again show the world that you care for your Low Cost Carrier Customers. I have nothing to say but to marvel at the bold decisions that you take to make people like us who choose to fly with AA due to economical reason feel comfortable inflight as well as in our pockets.Keep up with the good work , I look forward to my flight from KUL-CAN-KUL next June. Thanks to you AA .

  • Pang

    Good Morning Azran,

    I love the new seats and would like to ask a few questions.

    I will be flying KUL – MEL next Monday and am wondering if the new seats and facilities i.e. 3 pin plug have been installed on my flight.

    Thanks.

  • Ali Akbar

    Good job!! Flying to Gold Coast in March. Please tell me it has the new seats! ;p

  • Noor Aizan

    I’m so thankful to AA. Can’t wait to go on the new AA come September to LONDON with my family members of 10.

  • Kit

    Hello Azran,
    Many congrats on the new seatings on the A340.
    Firstly I would like to thank you for the refund on my family flight from London to Kuala Lumpur after I have spoken to you on the flight back from Stanstead .I dont suppose you remember me but nevertheless many thanks for your help.I will be travelling with Air Asia again this year.
    Btw when are you flying to Adelaide?If you do come to Adelaide dont hestitate to contact me .Regards Stanley Wong

  • Kevin

    That’s great news. Any idea when the new seats will be introduced onto the KUL-STN route? I am coming over to Asia on business end of April and usually fly SQ so will happily switch to Air Asia especially as Stansted is nearer for me!

  • Tang

    Hi Azran,

    Great to hear that ! We had a very bad experience in our trip to Melbourne last year and the seats were terribly uncomfortable for our flights that last 10 hours. I could not sleep a wink overnight KUL – MEL – KUL. My wife had a very bad nausea too as she felt too cramped.

    The seats looks good ! Will try them out in our next trip KUL – PERTH – KUL end of Apr 2010. Awesome colour matchings than the traditional all black. It will definitely add some colours to our journey.

    Will the planes to Australia equipped with these new seats by then ?

    Another feedback, please add some varieties to the in-flight meals. We find that Air Asia short haul flights have better menu.

    Cheers,

    Tang

  • Bob

    Congratlations air asia x, with this succes.

    I look forward flying with you in 2010 to australia.

    With regards from Holland.

  • Bob

    Hello Azran,

    As inflight entertainment in the seats is gone, is there a location map visible when flying?

    This is a very hot item for many passengers?

    Regards

  • Azran

    Dear Bob,

    No, no more location map. This function comes with a lot of complex wiring and software integration with cockpit system, and its just not economically feasible to keep offering.

  • Azran

    Hi Kevin,

    These lie-flat bed seats will be installed in our A340 aircraft in June 2010.

    However, the current A340 aircraft flying to London already has full business classs seats (although traditional seats) – you can see pictures on my other Blog post on the A340 aircraft. Its still a great deal for the 13 hour flight.

  • Azran

    Dear Anonymous,

    The first new seats are flying on one of the 2 daily flights to Melbourne. Its on D7 2724 and D7 2725.

    Dear Ali,

    Gold Coast in April.

  • James

    Hello Azran,

    These seats look a lot more inviting, they actually look wider, than the black one’s you had in the a330 before.

    Will you operate the new interiors on this route by then? It took a lot of convincing to get my parents to give you a go (big Emirates fans!), they are flying at the being of May, from the Gold Coast to KUL. I’d be happy to see them switch by to Air Asia.

    I myself am flying from STN to KUL in May to meet them, i know that you will still have the old config on that plane, but look forward to seeing the new interior on my flight to OZ later in the year. Keep up the good work, i think Air Asia have the correct way of doing things, nice to hear your honesty in the blog above about the old seats

    Cheers
    James

  • James

    Hello Azran,

    These seats look a lot more inviting, they actually look wider, than the black one’s you had in the a330 before.

    It took a lot of convincing to get my parents to give you a go (big Emirates fans!), they are flying at the being of May, from the Gold Coast to KUL. I’d be happy to see them switch by to Air Asia.Will you operate the new interiors on this route by then?

    I myself am flying from STN to KUL in May to meet them, i know that you will still have the old config on that plane, but look forward to seeing the new interior on my flight to OZ later in the year. Keep up the good work, i think Air Asia have the correct way of doing things, nice to hear your honesty in the blog above about the old seats

    Cheers
    James

  • Azran

    Hi James,

    Thanks for the kind words.

    Yes our seats are a bit wider than the black ones.

    THere’s a good chance your parents will get the new seats in May – although can’t guarantee at this stage, in case of any last minute switches.

    If one of the earlier flights is delayed, we may switch planes – better to be on time.

  • Piotr

    Dear Azran,

    Sounds good for the seat change especially on A330. And you are quite right about in-seat entertainment, a good remote player for rental would be better, pity about lack of aircraft location system though (even as a big screen?).

    One more thing not necessarily to the point – briefly heard about an idea AAX might go as far as NY. While this is a good idea, would that also be an opportunity to add on one Euro location as the plane must stop on the way? Extension of STN flight might not be that attractive as the planes are often full anyway. I would recommend one of the places in Eastern / Central Europe such as Krakow in Poland where there are many people around with families on US East Coast and would be happy to have a choice over a local carrier, which is pretty lousy these days. No idea if AAX would be allowed to sell tickets on such proposed KRK-NYC route, probably needs to incorporate a subsidiary in EU. Other interesting stopover points would be Prague in Czech Rep and Budapest in Hungary as well as Berlin. You can even try a 4 times a week service to NYC, stopping twice in, say, Prague and twice in Krakow. Anyway, you are master of strategy, not me, but just a plane thought here.

  • Clinton

    Hi Azran,

    We are flying with Air Asia for the first time to Malaysia / KL on Saturday 6th March from Melbourne.. as I am 6foot 4 I was crossing my fingers that we were on flights D72724 or D72725.. Unfortunately we are on D72722 and D72723.

    Do you know when D72722 and D72723 are likely to be upgraded?

    Either way I am very much looking forward to the Air Asia flying experience! :)

    Clinton

  • Shi Hong

    How about the seats on A320? Do you have any plan to refurbish the seats on your A320?

  • Azran

    Thanks Piotr.

    Central Europe’s on our radar.
    A lot (incl NY) depends on whether we can secure more long-range aircraft at reasonable costs. Not easy.

  • Janine

    Hi Azran,

    I see you have previously posted that flights into Melbourne 2724 and 2725 have the new seats but (as per Clinton) when do you envisage putting the seats into the D7 2722 and 2723. These are the only flights I can see going/coming from Melb to KL.

    I also booked a flight from KL to Phuket and clicked on the wrong flight time. I rang Air Asia immediately and after 20 min on hold got told to leave a message and they would get back to me because they were very busy. I didn’t hear from them. I rang them again the day after and again got told to wait for a phone call back from them. It still hasn’t happened. That was a month ago.

    Thanks for your info.

    Janine.

  • Alison

    That’s a fantastic move. I have to say I was reluctant to use Air Asia again because of the seats. (really uncomfortable for an overnight flight).I’m travelling from Gold Coast to K.L in early May. Will the seats be fitted then on these flights? Fingers x’ed.

  • Charles

    Hi all,
    my wife and I flew to KL from Gold Coast and returned in October 09 and I think that I can just about stand upright now after enduring the infamous seats. (I think they were either a job lot from the Spanish Inquisition or a free gift from Jetstar). We are MM2H visa holders and have flown frequently to KL on your Great Airline. We have always travelled XL in the past which was superb and such fantastic value for money.
    Imagine our dismay when we boarded the plane and saw that the interior was completely changed from the old comfortable armchair type seating. Whilst having a whinge about a problem that you have already fixed you might instruct the crew to deter economy passengers creeping into the front bit of the aircraft under cover of darkness and using facilities for which they have not paid. This creates very bad vibes with the bone fide traveller who has paid his dues for that extra bit of comfort.
    And how about priority luggage collection as part of the XL ticket price or a service which can be purchased at the time of booking?
    At the moment although we arrive at the Airport early we are reluctant to book in because luggagewise it seems to be “First on , Last Off” and hence a great wait at the destination.
    And what about your cabin crew? We haver never in all of our flights with your airline ever had one single cause to complain. They are truely fabulous,
    and what stunners. As a London fashion photograper in the 60s, 70s and 80s and as a partner in a London Model agency I know talent when I see it.
    So all in all I think that you are doing a fabulous job and keep up the good work. We shall be Flying Gold Coast to KL four or five times in the comming year so I am looking forward to the new, exotic seats.
    All the very best
    CHARLES SONNEX

  • Steen

    Hi Azran,

    We are planning a trip to Gold Coast in the near future and are very exicited with your new premium seats.
    We had the pleasure of trying the Air Canada ones on the Stansted route back in October and that was great value (thx!).

    Unfortunately the new seat map only appears on KUL-OOL bookings from August and forward so we are a bit hesitating on booking in May/June although I know you mentioned the new seats would be introduced on the Gold Coast route in April.

    What is your “worst case” scenario for introduction of the new seats on the Gold Coast route?

  • Chang Pong

    This is truly good news, and in fact, long overdue. Good on you, Azran. Cheers.

  • Chang Pong

    Are the power sockets available only on the Premium seats, or are they available throughout the entire cabin?

  • Azran

    Dear Shi Hong – these seats are only for AirAsia X’s A330 and A340 aircraft models. Not AirAsia’s A320 planes.

    Dear Janine. D7 2724/2725 to Melbourne operates in Feb and March. and then again in July. D7 2722/2723 is throughout. We should get new seats for D7 2722/2723 early April.

    Re your timing on Phuket flight, I would recommend changing it yourself via website. Select Bookings -> Manage My Booking. You can change your flight directly without going through call centre.

    Dear Alison – yes, Gold Coast should have new seats early May – possibly earlier.

  • Azran

    Dear Charles – THanks for the kind words and yes, we have started to improve the Premium seat ‘service’. Now, any Premium passenger should have their own check-in line and their bags are specially tagged so that they come out early on the bag carousel. THis is already in effect.

    We’re looking for other ways to improve the premium service.

  • Azran

    Dear Steen,

    Worse case for Gold Coast is mid-May. We’re targetting second-half of April.

    Dear Pong Tan,

    No, the power sockets only available for premium seats. Its much too complex to have it for all economy seats, as the wiring throughout whole cabin is a real challenge – not to mention when it needs to be fixed…

  • Kok Ping

    Hi Azran,

    I’ve just booked a pair of Economy return tickets for London-KL to travel in October 2010. Any chance these seats will be in place by then, for that route?

    After having read so many (bad) online reviews about the non-reclining seats this comes as a bit of a relief. The padding looks very comfortable, and the colour scheme certainly is rather smart.

    I take it the previous mutterings about middle seats being narrower than the rest are also no longer applicable here?

    Regards,

    Justin

  • Azran

    Dear Justin,

    Yes, these new seats should put an end to all the grumblings. No more narrower middle seats, etc.

    Yes, London should have seats by June 2010, although London uses A340s which has traditional reclining seats which was never a problem.

  • Carla

    i will be flying from Kuala Lumpur to Melbourne on Monday 1st March 2010 @ 01.25am. , on flight D7 2724 — by any chance will this plane be fitted with the new seats??

    Thanks!

  • Chao Kiat

    How about Tianjin?

  • Enrico

    These comments are for Jia at the call centre……Hi Jia (Gia)thanks so much for your patience last night, we are all booked and ready for our trip.Cant believe the superior seating we are going to experience, I have back problems so this is the only reason I am travelling to UK.Will give an update on our experience when we get back August thanks Susan & Enrico

  • Azran

    All AirAsia X destinations will get the new seats, including Tianjin, Chengdu, Taipei, Hangzhou, etc.

  • Saifulazuan

    job well done Azran.. Congrats Airasia X ..

  • Andrew

    Hi Azran,
    Will the A340 economy configuration move to 3-3-3, or remain 2-4-2. And how many seats will there be in economy given that there will be more seats in premium on the A340, and an inch extra leg room (32inch v 31inch).
    We frew the A340 in December / January in both economy & premium, and found both great. Just one point, we had no cash on the way over and so couldnt buy extra food, movies, etc. You should consider taking creditcard.
    And good move on the earlier time slots in stansted. It will now allow us connect without an overnight stay.
    Thanks, Andrew

  • Ken

    Hi Azran,

    I’m traveling from Lon-KL-Lon in September. Just seen there that my departure time from KL has been changed without notice by a few hours which will result in missing my connection flight. What’s the procedure here I booked during the economy promo?

    Thanks,
    Ken

  • Andrew

    Really impressed by these photos. Already suggesting my daughter flies Air Asia next November – so just waiting for the flights to be released (only booking to October when I last looked).

    What happens to bookings that have already been made for July to September, particularly those in XL Seats?

  • Azran

    Bookings for Nov 2010 to Feb 2011 open tonight at midnight Malaysia time1

    For XL bookings in July to September, they will remain. Will just need to adjust some bookings’ seat selections. Will be in contact individually.

  • Azran

    Dear Andrew,

    The A340s will have less Premium. From 30 now it will go down to 18.
    Economy will move from 2-4-2 to 3-3-3, but will retain the 32″ pitch. Total Economy will go from 256 to 309.

    YEs, we are trying to re-introduce our credit card system onboard. We launched that in AirAsia X in 2008/2009 and it wasn’t a good experience for us, especially with high incidence of credit card fraud.

  • Shishila

    Hi

    Am travelling with five kids to Stansted this march, aged 14 to 7. Slightly apprehensive about keeping boredom away , any ideas? Perhaps AirAsiaX can have a nice collection of books/mags which we can all borrow? Would a cross stitch needle be allowed on board??

  • Glenn

    Hello

    I am flying MEL to KL on the 27th of March on D72723 and returning D72722 on 9th of April will I have these new seats, if not what seats/aircraft will I have, will it be the no relcining black seat with in flight entertainment???

    Cheers

  • Azran

    Hi,

    Firstly congratulations on five kids! I can barely handle my 3 boys.

    I dont think Airport Security will allow long needles, unfortunately.

    We avoid putting books and magazines onboard – mainly because they ‘disappear’ very quickly, and contribute to weight which burns more fuel.

    When travelling with my kids, my arsenal includes a portable DVD player with their fave movies, Nintendo DS/PSP, and my iPod.

    I also encourage them to introduce themselves to other kids onboard and meet new friends.

    THis is a good topic worth addressing and compiling the best ideas…

  • Shi Hong

    Azran,

    Since you decided to remove the in-seat in-flight entertainment screen, I request the following features for the portable player units:

    1. The portable units should have at least 2 USB 2.0/3.0 ports. USB 3.0 is not necessary, but preferred.
    2. Each USB port should have enough power to support USB portable Hard Disk Drive, which normally require 4.x – 5.x volts of USB power.
    3. The portable units should can play media files stored in USB storage.
    4. The portable units should FULLY SUPPORT playing of all RealMedia file formats (e.g. .rmvb, .rm, and othes), DivX encoded files, Xvid, MKV, Windows media file formats, and others.
    5. The portable units should support FAT and NTFS file system. Support of HFS/HFS+ is recommended but not necessary.
    6. If possible, enough battery power for the whole flight, even with USB hard disk plugged in.

  • Azran

    Hi Shi Hong.

    Thanks for your comments. We’re looking into these specs for our ‘next-generation’ portables.

    CUrrent portable ePlayers being used dont have this functionality.

  • Tony

    I have made a booking to fly to London on the 29th October 2010 in premium seats, but the seat map still showed the old style seating? The return journey on the 21st November did show a new layout with premium seats in the middle, and the expected reduction in number.

    Why would this be so, if all the long haul aircraft are expected to be finished being refitted by June, I hope I have not paid for something that I will not be getting.

  • Azran

    Dear Tony,

    Sorry, with so many things happening on our IT platform, the new seat layout has not been updated. Should be done very soon.

    The new seats for A340 to London will be refitted by June.

    We will make a manual adjustment to any advanced seat selections made (e.g., aisle seats will remain aisle seats, groups will be seated together) and we will email you to confirm the new seat assignment.

  • Grace

    Hi Azran

    We are flying Melb to KL on 10th April on D7 2723 and returning to Melb on 30th April on D7 2722, do you know if these flights will have the new seats.

    Thanks

  • Azran

    Dear GRace,

    The new aircraft with new seats is scheduled to operate your flights.

  • Chee Cheng

    Dear Azran,

    I am traveling to Taipei with Airasia X this coming mid of April, will my flight equipped with the new seating?

    Thanks.

  • Azran

    Dear Chee Cheng,

    For Taipei, in April, it will be mix. Some flights will start to get new seats, some the existing seats.

    By May, should be 100%

  • Mohammad Azri

    Dear Azran
    Firstly i wish to thank Air Asia X for my cheap flight to London last month.Surely with the RM 1,5xx return fare from KL, no one will complain.However,there are few things i wish to enquire you.
    1. US- it certainly on my future holiday diary,when will Air Asia X flying there?.Will it be the east coast or west coast.
    2. Sydney- i hope Air Asia X will fly there by this year or next year.Hopefully when i graduated next year,i can bring my family on board Air Asia X’s value for money flight to Sydney.
    Thanks

  • Azran

    Dear Azri,

    1. Its on our plans but very unlikely in 2010 as government approvals on both sides are very complex

    2. We’re hoping and praying we get green light for Sydney. All systems are ready to go – just need one piece of paper from M’sian govt to say, ‘ok’ and we fly there immediately.

  • Chee Cheng

    Dear Azran,

    It will be great if my flight is equipped with the new seating. I will be flying to Taipei on 18 April on D7 2672 and return to KL on 24 April on D7 2673. Are you able to check it for me? Thanks.

  • Kit

    Hi Azran,How have you been? Busy as usual.
    When is AAX flying into Adelaide?

  • Tony

    Hi Azran,

    I noticed some photos of the premium seat on your facebook page. It does look smaller than I would have imagined it to be.

    What is the cushion width and the length of the “lie flat” position? Who is the manufacturer? It looks a lot like the Thai business class seat only a little narrower.

    Thanks

    Tony

  • Azran

    Dear Kit,

    Unfortunately, without Malaysian Government approvals, we’re not yet able to confirm Adelaide.

    Still pushing… saga continues…

  • Azran

    Hi Tony,

    Its a standard with of approx 20″, similar to other current business class seats. ITs the latest ‘minipod’ line from B/E Aerospace.

    In full ‘lie-flat’ position, the headrest can be moved up, creating a length of approx 77″ (1.95m).

    With a recline angle of 172 degrees, that’s better than most legacy carrier’s product

  • Tony

    Thanks Azran,

    That is good new on the seat size.

    With the new layout is there a total aircraft seat map, so that we can see where the toilets, galley and exits are located to make advance seat selection a little more informed.

    The seat allocation area on the booking engine does not display these.

    Why pay good money to pick a seat and find that it is parked right next to a toilet. (I cannot place a tag – so big grin will have to do)

    Thanks

    Tony

  • Say Aun

    Hi Azlan

    My family have booked on 16 March KL-Melb D72724 and 23 March Melb-KL D72725. I checked with your Live Chat line Customer officer and they couldn’t tell me. Is this particular flight fitted with the Full lie flat seat for the Premium seat? I need the confirmation before I change and upgrade the seat. Thanks.

  • Rocco Robert

    Hi Azran,
    i am flying from melb – KL on the 30th of march,2010.will the plane have new seats and if so how does that effect the bulk head seats and exit seats?
    robert

  • Jeanette

    Hi Azran. Have only just discovered air asia in the last year & can’t spaek highly enough of them, not just the cheap fares but the whole package inc. staff, service, value etc. am about to take our second air asia trip beginning April. We are flying Perth/KL/Perth will the planes be fitted with the new seats by then, we have paid the extra to prebook exit seats but would prefer the new ones. Thanks

  • Azran

    Dear Robert,

    new-seats aircraft not planned for your 30 Mar flight. Bulkhead/Exit seat plan does not change between new and existing seat configuration.

    Dear Anonymous,
    Yes, your flights are being planned for new seats with lie-flat beds, BUT we are not *guaranteeing* that these seats will definitely be available, in case of any unforeseen aircraft rotations.

    Dear Jeanette,
    All Melbourne and Perth flights are scheduled for new seats from 5 April. Gold Coast form 18 April. No change in exit row seats between existing and new seat layouts.

  • Azran

    Thanks for the suggestion Tony.

    Will work on trying to get a more detailed seat layout map

  • Lay Inn

    You are definitely right. I just came back from Melbourne. The flight to Melbourne was a real torture with the non-reclining black seats. We would not have flown Air Asia if we had known about the seats. I was almost in tears as I have a back problem and the 8 hours sitting upright did not help. Vowed never to take Air Asia’s long haul flights again. One of the best experience I had flying was with EVA Air to America. They had this Economy Deluxe seats. We only had to pay RM500.00 extra those days for these seats. They reclined to almost sleeping position and was like business class. It was cheap for such great space and service was good too. Perhaps, Air Asia can look into something like that.

  • Lay Inn

    I would fly Air Asia again if the seats can recline well and willing to pay more for it.

  • Nghiem

    I am eager to see how a Air Asia X plane look? and how I feel when I fly with it from KUL-TAJ

  • Alison

    I’ve recently donated my kidney to my brother in law and as a treat my friend and I are flying from Gold Coast to K.L on April 11. Any chance there will be the new seating? I’ve upgraded to Premium seating.Fingers and toes X’d

  • Jessica

    Hi Azran,

    These are our scheduled flights do you think the new economy seats will be fitted for any of these? We were going to book the XL seats but there weren’t any available. Will we need to re-do our pick-a-seat options if the layout changes??

    D72703 GC to KL 11/5/2010
    D72006 KL to LON on 12/5/2010
    D72003 LON to KL 25/5/2010
    D72702 KL to GC 26/5/2010

    Thanks so much..

  • Azran

    Dear Alison,

    Unfortunately, your will likely miss our new seats from Gold Coast on 11 April. Gold Coast will get a few flights from 12 April, and all flights from 18 April to New Seats. You should get it on your flight back.

  • Azran

    Dear Jessica,

    You’ll get the new seats on your Gold Coast flights. You’ll miss it on the London flights but not to worry, as the existing London seats are different – they’re quite comfy.

    We will notify you with our proposed assigned seat changes based on new layout that corresponds closest from your original seat choice.

  • Burton

    You mention that Bulkhead/Exit seat plan does not change between new and existing seat configuration but my row31 seats on the A340 in October have suddendly changed from exit row seats to “normal” ones and no contact from AAX about this. Not happy about the lack of communication and automatic “downgrading”.
    What is AAX doing to rectify this as there must be many other passengers yet to realise they no longer have the seats they paid for?

  • Ashley

    Hello Azran, I am soon to fly with Air Asia X (and Air Asia) on 22 and 26 April (Gold Coast to KL return, as well as Kota Kinabalu), about my 20th flight with your group since you started flying to Australia. I had booked front row economy 8A (forward leg) and 8K (on return leg), but with new seat configuration, front row is now second row, and I would need to pay an extra AU$60 to remain in front row (7A and 7K). Customer service have advised they cannot move me to 7A and 7K, without the extra fee, although they do seem to understand my point that my initial payment allowed me to sit in the front row. I have for the moment relocated to seat 18A for both flights, unless there is some way of me moving to row 7 for these flights without the “penalty” of $60 (more a matter of principle than the actual amount, as I accept your need to change the fees to seats A and K in the front economy row). As a matter of interest, I notice that seats 17A, 17B and 17C cannot ever be booked on the new configuration, are there actually seats there, or what is actually in front of row 18? I always appreciate your feedback, and look forward to my already booked future trips with Air Aia X and Air Asia via KL to Hanoi, Cebu and Tianjin in July, October and early 2010, pending last minute approvals from my wife and kids (promised gifts on my return seem to do the trick), although they have also all managed to fly to KL and Phuket on a holiday a year ago with Air Asia X and Air Asia. Best wishes Ashley

  • Azran

    Dear Burton,

    The ‘no change in layout’ refers to our A330 aircraft.

    For London, we use the A340 aircraft that will go through a major layout and seat change.

    Any downgrade by the system is purely unintentional as the formula mechanism must have gotten it wrong.

    Please email to us your booking ref number to airasiax@airasia.com and we will fix this to ensure you get your seat choice. If not, I’ll upgrade you to the lie-flat bed!

  • Azran

    Dear Ashley,

    Please email to airasiax@airasia.com and we will sort this out.

  • Amit

    Hi Arzan,
    It is always good and ressuring when the people at Top looks for things happening at the Bottom.
    I will be taking my first Air-Asia flight from del-kul in coming august. Wanted to confirm whether the new seats and seating arrangment will also be applicable for these aircrafts? If so, will the pricing also change?
    Amit

  • David

    Hi Azran

    we are flying per-kl kl-lon 6th may 2010. could you tell me what the seat configuration is on the kl-london flight, when we pre-payed our seats it show 2-4-2on the booking page, but from reading other posts i am beginning to think it is 3-3-3, which would be dissapointing as we wanted the 2-4-2 cos my partner is quite broad so we have a bit more room and he doesn;t have to keep nudging the 3rd person next to him, fingers crossed its 2-4-2.

  • Azran

    Dear Amit,

    New Delhi will start with the new seat configuration immediately. No changes.

  • Maree

    Hi Azran

    The new seats look fantastic. Can you tell me if economy will still have a USB point to plug laptops, Nintendos etc into them?
    We use the Perth – KL – Perth route, and have booked to go again in Sept. Looking forward to trying out the new seats! Great job.

    regards
    Maree

  • Rajesh

    Hi Tony

    Very impressive…..can I ask with the new seats on the 330 as there is no IFE…does that mean the armrests in the hot seats can be raised ? where do the tray tables sit ?

    Thanks

    Raj

  • Ashley

    Dear Azran, thanks for having your team sort out my seating discrepancy so speedily (within less than 2 hours of me emailing them, that’s great service).

    As a matter of interest, how long does it take to refit an A330 with the new seating, is it as long as a week or more, or can it be done in a day or two? Do you have to have this work done at the manufacturers base (Europe, I assume), or do your local teams in Malaysia do it all? It just seems like quite a big job….

    Looking very forward to my April trip on the new layout planes, now that my wife has given me permission to fly….

    Kind regards
    Ashley

  • Chris

    Hi Azran

    Would air asia x consider having curtains shielding the toilets? it would definitely make the atmosphere more pleasant especially when you have paid a premium for your seat?

  • Azran

    Hi Maree,

    No, the new economy seats will no longer have in-seat entertainment and USB port. The premium flatbed seats will have universal power sockets.

    We are looking at solutions for ‘portable power’ and next-generation ‘portable entertainment’.

  • Azran

    Hi Raj,

    The first row of economy seats will still not have armrests that can be lifted, because it contains the folded meal trays.

    Azran (not Tony)

  • Azran

    Dear Ashley.

    Approximately 1 week per plane. We don’t just take the plane out only for seat change, but we schedule it together with our annual big maintenance checks.

    We have to get the work done at a certified maintenance facility. For this, we’re getting Lufthansa Technik at one of their Asian facilities.

  • Azran

    Dear Anonymous.

    For our A330s, the premium seats are at the front of the cabin. We do have curtains shielding the front and back part of the premium cabins.

    You have to go through the curtain to get to the lavatory in front.

    Cabin crew should have the curtains closed. If not, please admonish them.

  • Chris

    Hi Azran

    Can the curtains shielding the toilets be added to the economy seats as well?

  • Tony

    Hi Azran,

    So, on the new layout for the a340, will premium seat passengers have “exclusive” use of a set of lavatories?, and will economy passengers be allowed access to pass through the premium section, now that it is placed in the middle of the aircraft?

    PS. Good write up in Business Traveller.

  • Burton

    Hi Azran,

    Thanks for the offer of a free upgrade to the lie-flat bed but unfortunately the AirAsiaX staff have sorted my issue by assigning me row 27 seats for my old-style row 31 seats.

    I’m continuingly impressed by the service offered by AAX (and other SE Asian airlines) – take note British Airways!!

  • Ang

    Hi Azran,

    The hot seat – legroom will it consider as boarding express as well? Any different if i select the seat behind (next row) of the hot seat- legroom compare to other normal seat?

    Thanks

  • Deborah

    Hello Azran

    Flying by Air Asia X this Friday 26th March 2010, on D7 2715 PER-KUL and D7 2714 KUL_PER on our return trip on 10th April 2010. I was wondering if these flights will be equipped with the new seats.

    Thanks

  • Azran

    Dear Deborah,

    As per my earlier comments, you’ll be on old seats for your PER-KUL and new seats for KUL-PER (which is more important because that’s the night flight).

  • Azran

    Dear Ang,

    For AirAsia X, our Hot Seats are based on extralegroom. So the row behind the hot seat will have the standard legroom of 32″-31″, but hot seats have more.

  • Azran

    Dear Tony,

    Tougher call on the A340 because of the location of the FlatBed seats.

    We may have to see how we do this, whether we can dedicate one of the two lavatories that’s between Premium and Economy as “Only for Premium passengers”.

    Not as straightforward as the A330s.

  • Tony

    Thanks Azran,

    Perhaps I should have expanded a little more. I was more concerned with traffic going through the premium part of the cabin than the exclusive use of the lavatory.

    I am assuming there is 1 lavatory at the front of the aircraft, and then 2 more at the end of the first economy cabin (10 rows) then an exit door, and then the premium cabin, followed by the rest of the economy cabins.

    If the 3 front lavatories can be used by both the front economy and the premium cabin, then that would be fine, and if curtains separate the premium from the economy cabins, both back and front, then it would make it private, excepting traffic from AAx staff of course.

    How does that sound.

  • Azran

    Tony,

    Yes, that’s the idea.

  • Jinq Yng

    Hi Azlan,

    I also face the same problem as Burton for my flight from 1st Oct 2010, on D72008 KUL-STN and D72009 STN-KUL on our return trip on 25th Oct 2010. I have purchased 2 HOT seats 30D & 30E for RM400 (both ways) in old seat plan (2-4-2)on 11 March 2010 (very disappointed as I was still provided with old seat plan to pick my seat whereby this news was out on 22 Feb 2010).
    Only until today i noticed that 30D is downgraded to normal seat and 30E has DISAPPEARED from seat plan. No email notification received from Air Asia and no seat is even allocated for the 30E passanger.
    Can’t imagine if I have not checked the booking myself and it will be too late to rectify it in Oct 2010. By the time, all HOT seats/lie-flat bed will be taken by other passengers.

    I have email to airasiax@airasia.com as you suggested. I hope Air Asia will take this issue seriously. There are still many passangers who are not aware of the change in seat plan like me.

  • Darren

    Hi Azran

    Firstly, I would like to thank you for offering such great value flights. My family and I are flying to London in May to meet up with relatives that we haven’t seen in many years. If it wasn’t for your great prices this would never have been possible. So once again thank you!

    From reading the older posts it appears that we have timed it quite well as we should be flying on planes that have been fitted with the new seats. I suppose my only disappointment is that on the flight back from London we are no longer in a row of four. We now have to sit apart and this isnt always easy when flying with two young children. But, I can understand the new layout of the A340 planes as an extra seat per row = more passengers which = more $$$ which = Air Asia being able to continue offering great prices!

    So, keep up the good work and I look forward to flying with you shortly.

    Cheers

  • Darren

    Hi Azran

    Sorry, I forgot to ask. If we change our seats on the flight back from London to Row 36, these seats are at the front of the section and have nothing in front of them. Can you please confirm if there is going to be an ‘open’ area in front of them or if there is some sort of partition there or toilets etc?

    Thanks very much

    Daz

  • David

    Hi Azran

    we are flying per-kl, kl-lon 6th may 2010. could you tell me what the seat configuration is on the kl-london flight, when we pre-payed our seats 13H, 13K it shows 2-4-2 on the booking page, but from reading other posts i am beginning to think it is 3-3-3, which would be dissapointing as we wanted the 2-4-2 cos my partner is quite broad so we have a bit more room and he doesn;t have to keep nudging the 3rd person next to him, fingers crossed its 2-4-2. Also if it has changed do we still get the same seats? Thanks Dave

  • Azran

    Dear David,

    Your May 2010 flight to London will be the old 2-4-2 configuration.

    London goes 3-3-3 from June 2010.

  • Chris

    Hi Azran

    Will there be curtains shielding the toilets in the economy section as well?

  • Hans Kennet

    Hi Azran.

    I travel from Stansted to KLCC the 26 June and bought premium seats tickets.
    Will we get the new premium seats? Or the blue comfy one as we did last year at the same time?

  • Azran

    Hi Hans,

    You will get new flatbed premium seats. London goes to new seats from 1 June.

  • Rajesh

    Arzan

    Thanks for your response….on the 330…the arm rest between 15h and 15j….can it be raised…and what is the width on those please

    great stuff

    raj

  • Ang

    Hi Azran,

    If i select hot seat – legroom will it consider as boarding express as well?

    Thanks!

  • Siew Gek

    actually i wanna to know i already booking flight on may to taiwan and what is the D72672 flight?is it is air asia x flight?seat is 3-3 or 2-4-2?

  • Andrew

    Azran

    Do I need to contact Air Asia over my seating arrangements for my Premium flight on August 23rd from KL to STN? I note that my seats have been changed (a little) but the only seats I seem to be able to choose myself are downgrades as far as I can see. Now me and my wife appear to have a seat between us (or is this to do with the reconfiguration). Is the Premier seating still at the front of the plane as this is where we are placed?
    Sorry to be a pain but I’m impressed how you take time to sort problems like this out and a couple of earlier posts appear to point to some people being downgraded (and how some will be unaware of this). Thanks…and keep up the good work.
    Andrew

  • Azran

    Dear Raj,

    Please see the new seat layout map that I have just attached to the post above.

    15H and 15J armrests cannot be raised because they are at the front of the section. The tray tables are stowed inside the armrests. Same width as all other seats.

  • Azran

    Dear Ang,

    The concept of boarding express doesn’t really apply for AirAsia X because its a large seat-capacity plane.

    We allow Premium seat holders to board first, together with elderly passengers and those needing boarding assistance.

    THe value of the Hot Seats is in the extralegroom and location of the seats.

  • Azran

    Dear Siew Gek,

    The Taipei flights has always been operated with our A330s, so there is no change. It was 3-3-3 and will remain 3-3-3 with new seats.

    The 2-4-2 layout is only applicable for the old seats on A340 aircraft for London

  • Azran

    Dear Andrew,

    Please see attached new seat map for the A340 to London (available from June).

    The Premium seats have had to be moved from the front section to the second section (rows 11, 12, 14).

    They still remain in the same 2-2-2 configuration so no seat in between (AB, DG, HK).

    Please email to us at airasiax@airasia.com if there is still a problem that we can fix.

  • Tony

    Brilliant seat map – most welcome

  • Chui Sun

    Hi, from my earlier readings on the old seats. we are encouraged to NOT book the middle seat for bulkhead row because the TV/table is located in the armrest and have simply made the middle seat very small and kept the aisle and window seat the same size. Some even say that the middle seat is not for sale.

    Is this still the case for the new seats?

    For my flight to Melbourne in May2010, following the advice, i have book for the 1st and 3rd seat (leaving the middle seat empty). I would not want a stranger to sit in between us. Should i change my seats?

    Thanks in advance

  • Ahmad Azamiruddin

    Hi Azran, Good morning….

    Firstly i would like to congratulate you, nope, not because of the seats, but because of your response to almost every comments in this topic…congratulation…!!

    Secondly, I’ve been a follower to this topic, read every comments by posters, majority are positive feedback.
    Hhhmmm, i am also very eager to feel the new seats but i dunno where to go and what reason to be there (D7 destinations). Maybe someday I will bring my family onboard to Gold Coast to enjoy the beach. Someday.

    p/s: Azran, can extend to New Zealand or not instead of Gold Coast? hehehe…

  • Azran

    Dear Anonymous,

    Yes, we’ve eliminated the problem of the ‘small’middle seat from the old seats (that was because we had to slot in both meal tray and in-flight entertainment screen).

    Now all seats are same size. You may want to change your seat to sit together, or take a chance that no one’s going to be assigned to the middle seat (even if the flight is full and that seat is assigned to someone else), I’m sure they would gladly swap a middle seat for an aisle or window seat.

  • Azran

    New Zealand? In the pipeline…

  • Andrew

    Azran – Thanks for your speedy reply above. Can I echo Ahmad’s views and congratulate and thank you for taking time to reply to numerous queries on this thread. I’m very impressed without even having set foot on an Air Asia Flight yet! Looking forward to it.

    Oh……….and the seats look great too :0)

  • Racheal

    Hi Azran, can you please tell me if all of the seats in the very back row (Melb-KL, 6th April) recline? I think we should have the new seats if there have been no delays. Is this correct?

  • Azran

    Dear Anonymous,

    Yes, all seats recline. Even the last row. You will have new seats on 6 April.

    That’s usually where the naughty boys choose to sit. ;-)

  • Tim

    Hi Azran

    I just checked my prem economy bookings with the new seat layout and my KL to London leg is fine but I have not been allocated seats for the return London to KL leg.

    I went to pick my seats again and although I have already been charged to book them the first time it wants to charge me again to re select them. I would call but calling your call centre from my mobile last time cost $25 AUD.

    Your suggestion?

    Thanks

    Tim

  • Azran

    Dear Tim,

    Please email us at airasiax@airasia.com and we’ll sort it out for you.

    BTW, did you use our local numbers (UK: 0845 605 3333 and Australia 1 300 760 330)?

  • Azran

    Also Tim,

    When you purchased the original seat assignment, did you do it twice for each of KUL-STN and STN-KUL?

  • Gail

    will we have new seats tomorrow from gold coast to kl? what sort of charger can we use to charge electronics?

  • Sindhu

    Dear Azran,

    Would like to know if the in-flight entertainment is only available on the Air Asia X Flights to/from Mumbai and New Delhi or are they available on the Air Asia flights to/from Bangalore as well?

    Regards,
    Sindhu.

  • Azran

    Dear Gail,

    As per my earlier comment, Gold Coast flights are scheduled to go to these new seats from April 18.

    Power sockets are available only for the premium flatbeds.

  • Tim

    Hi Azran,

    We have never flown AirAsia before but after good reviews from friends and if the quick responses to questions on this page are anything to go by we are looking forward to a great flight. Who ever came up with the idea of having someone dedicated to quick responses should be commended because it is a great service.

    In reply to your questions 1) I called the Australia 1300 number, but it was from my mobile, hence the cost and being put on hold etc 2) Yes we did do it twice for both legs. They were separate one way bookings and in the right hand side you can see we have already been charged for it. There must have been a mix up when the new seating plan changed the bookings or something. I email the address you gave me to hopefully have it fixed.

    Thanks Again

    Tim

  • Jessica

    Just wondering if anyone knows how wide the normal seats actually are?

    I did once find a measurement somewhere I can’t remember, and my partner has quite broad shoulders and it measured only his back not including his arms! Is there a bit of space between the seats?

    Also does anyone know how big the seat belts are?

  • Azran

    Dear Sindhu,

    Currently, in-flight entertainment is only for AirAsia X (Mumbai/Delhi). There are plans to add them for AirAsia’s longer sectors (e.g., Hyderabad, Bangalore, Hong Kong, Macau, etc) but earliest may be towards year-end.

  • Azran

    Dear Tim,

    Unfortunately, its just me replying. I don’t have dedicated staff to reply to queries from my own blog.

    Every piece of technology helps.

    The AirAsia Call Centre has also implemented ‘Live Chat’ instant messaging. Find ‘Get Live Help’ on AirAsia.com as a cost-effective way of engaging with the agents instead of paying a ransom to telephone companies.

    Kind regards
    azran

  • Mohd Bijuri

    Dear Azran,

    Since the new seats are for long haul, just wonder how far back can the new seats recline?

    is it as far as the normal AirAsia seats? or as far back as the traditional seats in full service airlines?

    Kind regard.
    Bijuri

  • Aun Kok

    I’m a really disappointed with the new arrangement.

    My recent trip from Perth to KL for my Easter break was disappointing.

    1st-ly my fault for not checking but I was allocated a sit which I did not pay for! I only realise when I got on the place

    2nd the new colour gets dirty very easily. I think the original black was more appealing. My 1st impression when I walk in the cabin was tired looking rather then fresh.

    3rd inflight screen. I use to like to monitor my journey and charge my ipod. Now I can’t

    4th Sitting. I never had an issue with the seats. I love the reclining forward sits as i am the sort of person who does not want to inconvenience other passengers as sitting in a modern planes is already very cramp. Moving back the the conventional is a step backwards

    Lastly to sum all everything above in summary: Airasia use be a budget airline BUT never every felt ‘cheap’ with all the changes now Airasia has join back the rest of the competition such as Jetstar and Tiger.

    Tully disappointing with the changes as I use Airasia all the time for my holidays and Business trip.

    I am going back to Perth tonight with Airasia X… i hope it is still the original sittings.

  • Azran

    Dear Bijuri,

    The new seats are 31″ pitch vs AirAsia’s A320 at 29″ pitch. The recline is more than AirAsia’s by an extra couple of inches further back.

    Comparable with legacy carriers such as AirCanada/AirFrance.

  • Azran

    Dear Anonymous,

    I appreciate your comments.

    On balance though, as we received an overwhelming number of complaints on the original ‘black’ recline forward seats, we have to change it.

    On power, we are working on a ‘portable’ power solution for economy passengers.

  • Azran

    Dear Anonymous,

    Our new seats are 16.5″ width.

    Seatbelts are standard international length.

  • Tim

    Hi Azran,

    If it is just you replying then you should be even more proud of the job you are doing.

    If the flight service if half way as good as the online service I will be stoked.

    All the best and keep up the good work.

    Tim

  • Tony

    Hi Azran,

    Love the new “perks” of the premium seat, and as a result I have one query.

    As soon as we knew about the new lie flat beds we booked Perth – KL and return in economy and KL to London return in premium. On the KL – Perth leg, we booked economy but with hots seats, baggage upgrades, and meals, as we could not quite afford the premium price.

    Now that there are lots of free perks, we can afford to upgrade on the KL – Perth leg home, but when I try to amend the booking, it does not “refund” any of the charges that that I paid for, and that are now free with the premium seat.

    Is this a “bug” or a sad case of buying too early?

    Thanks

    Tony

  • Ai Nyok

    I will be flying to London early September 2010. I sincerely hope to have the opportunity to experience better seats, not forgetting reclining ones for this long haul journey.

    Just heard from a friend who flew back from Melbourne to KL end March 2010 and the seats could not recline.

    Hopefully my fears will be alleviated when I next board my flight come September. If it is true that all seats will be upgraded by mid year, I should just sit back and relax and enjoy my flight with Air Asia.

    Keeping my fingers crossed and keep up the good work.

    Agnes

  • Azran

    Agnes,

    Sit back, relax and enjoy. The old seats will be history by the time you fly.

    Best,
    azran

  • Michelle

    I’m very excited we fly for the first time Mel- KL on 19th April, will the new seats be fitted for our flight?

    Thanks
    Michelle

  • Carlo

    Hi Azran

    Great information and thank you in advance.

    We are flying 16th April 2010 from Mel – KL and wanted to confirm 2 items..

    1. These are the new reclining seats?

    2. Does row 14D, 14F & 14G recline (or are they limited due to the wall from the galley)?

    Thanks
    Carlo

  • Azran

    Dear Carlo,

    1. Yes

    2. Yes they do. None of the seats sacrifice recline based on location proximity to any wall monuments.

  • Azran

    Yes Michelle,

    To reiterate:

    New Seat Schedule:

    5 April – Melbourne and PErth
    18 April – Gold Coast
    early May – other China/Taiwan destinations
    1 June – London

  • Jack

    Hi Azran
    I will be flying from gold coast to kuala lumpur on april 18th. Will this flight have the seats or just the return flight on May 9.
    Thank You

  • Anton

    Hi Azran
    our first trip with Air Asia is on 24.Jun.2010 from Gold Coast to Kuala Lumpur . I did book return flights in November 2009 and I prepaid seats with extra leg room for us in row 35 seats 35H and 35K. I was informed then, that seat 35J is never allocated for some reasons. But with new seating I can see that seat 35J is HOT seat now.Can you please explain it.
    thank you
    regards Anton

  • Azran

    Dear Anton,

    In the old seat configuration, the middle seat of the front row was not sold because it was narrower (as there was no seat row in front, both the meal tray and the in-flight entertainment had to be fitted into the seat sides).

    With the new seats, we’ve removed in-seat in-flight entertainment, so the middle seat is now available and is the same size as the window and aisle seat.

    Personally, I think you still have a good strategy by booking both window and aisle seats. That makes it unattractive for someone else to book the middle seat.

    In the unlikely event that the plane is full on that day, its easy to just switch with the middle guy.

  • Matthew

    Hi Azran,

    I fly with AirAsia quite often, particularly MEL-KUL.

    I booked a flight from KUL-STN for September a couple of months ago in Premium Seats (old XL). I also pre allocated my seats which at the time was 03A and 03C XL Seats.

    Since then there has obviously been a change to the new seat plan, so instead of the Premium Seats being at the front of the plane they are now about a third the way up the plane… so I thought I would check my booking and to my surprise my seat allocation was still 3A and 3C !!! (standard seats).

    I then rang your customer hotline and got someone that wasnt really clear on what could have happened.

    Why were my seats not reallocated to the new Premium Seats? I had to manually have them reallocated myself.

    I am now concerend that other bookings I have pre allocated seats for will not be automatically updated from XL to Premium.

    Can you please explain why this has happened… do I need to recheck all my bookings?

    Thanks

    Matt

  • Azran

    Dear Matt,

    Rest assured you will get Premium seats. If its 3A and 3C, it will be moved to 14A and 14C.

    Our team is combing through all these cases and adjusting the seat assignments. its being done according to the first flights in June.

    You can also email to my team at airasiax@airasia.com with your booking reference numbers.

  • Kenneth

    I would really appreciate if AA could bring back the USB port in one way or another.

    I am flying from PER to KUL next tuesday and looking forward in using my iphone as my main form of entertainment during the flight.However after reading through the article and comments I now find myself hugely dissapointed and whats more I would not have enough time to get a battery pack in time for tuesday flight.

    Thou, the changes to the Premium seats are awesome :)

  • Tony

    Hi Anonymous,

    I too am a iPhone fan, but I think you may be worrying too much. On a fully charged iPhone you can watch 10 hours of video or listen to 30 hours of music.

    The killer is talking on your phone, with only 5 hours of talk time.

    I am not sure what you mean by a battery pack, as you can charge your iPhone using a usb cord attached to an electricity adapter, or to a computer.

    Mind you, if you are traveling and forgot your cable, then yes you might have a problem. The moral there would be to keep calls to a minimum to save you battery storage.

    Hi Azran, hope you did not mind be making comment here.

    Tony

  • Jack

    Hi Azran
    I will be flying from gold coast to kuala lumpur on april 18th. Will this flight have the new seats or just the kuala lumpur to gold coast flight on May 8.
    Thank You

  • Wai Hoong

    Hi Azran,

    I’ve just booked two return premium seat tickets from STN to KUL. May I asked why are the premium seats on the A340 are located in the second section of the aircraft? As far as I’m aware, most premium seating are usually located towards the front of the aircraft.

    Darryl

  • Azran

    Hi Jack,

    Yes, we’re scheduling a plane with new seats for Gold Coast – KL on 18 April.

  • Azran

    Hi Darryl,

    Good question.

    The A340 aircraft are leased from AirCanada who had configured the aircraft with a different seat layout.

    When we change the seating to fit our model, reducing the Premium Seats from 30 to 18 and increasing Economy seats from 256 to 309, we need to redistribute the seats to fit regulations on ratio of seats to each exit door.

    AirCanada had opted for a smaller door size for the third door. Because of this we cannot make it work if Premium seats are right in front.

    Good news though is that we use the second door (where the new Premium Flatbeds will be) for Boarding/Disembarkation at Stansted Airport, so Premium passengers will get to disembark first.

  • Shyam

    Good to know about the new seats. I have booked 17A, 17B, 17C and 17D for my KL-MEL flight on June 26 as standard seats. Are those 17A, B and C are hot seats? If so, what happens to my booking?

  • Jean

    I travelled Gold Coast – KL – Stanstead
    GC to KL was a nightmare!
    I vowed never again to travel with AA and registered my feedback on numerous forums.

    AA were on time and we had no other complaints about their service, it was tops

    The AA seats were horrid, no room, hard, not reclining and the food horrid

    I commend AirAsia and full marks for allowing feedback and responding quickly, others could learn from you!

    If AA offer premium seats at a reasonable price they will blitz the competition

    I wish AA flew from Brisbane. GC is very far away from us

    Bundaberg has upgraded their airport. Come on Air Asia, come to Bundy!

    I can’t wait to travel with AA again on the new premium seats!

    Jean

  • Azran

    Dear Jean,

    Thank you for the frank and candid feedback.

    We look forward to serving you again with our new seats!

  • Nathan

    On Air Asia A320 what hot seats are the best row 1 or an exit row in the middle of the plane.

  • Juliette

    I have just got home after my return air aisa X flight from KL to London Stansted. I traveled premium (old seats)and I can say that the overall experience was a very favorable one. I travel regularly to OZ to visit family and I am always looking for new ways to travel and this one rates very well on the KL London sectors that I booked.

    The flights were at a great time, the staff on board are very attentive and even the flight crew (Pilots etc.) were strangely comforting (including writing articles in the in-flight magazine about flying).

    The only thing that might put me off repeating the experiences was the lack of beer and wine on the plane after the first service. I like one beer and one wine with my meal. I do not think this is too much to ask but by the second service of the 13 hour flight there was no beer or wine left. Very disappointing as it really spoils a premium service. I had carefully budgeted the ringgits to buy what I wanted on the plane and was left with ringgits to change back on arrival. I cannot understand why Air Asia X is missing this opportunity to sell…. I believe that this is not the first time this has happened so ours was not a particularly “thirsty” flight.

    So now I am in a quandary – do I choose to fly with Air Asia X again to try the new premium offering and risk not having a nice glass of wine or
    can Air Asia X give me comfort by looking at its Beer and Wine loading for these long flights based on it’s experience to date and load more to ensure enough for the second half of the 13hour flight?

  • Azran

    Dear Nathan,

    That’s a personal preference. Between the 2, I prefer row 1. Comfortable LEgroom but very easy to disembark the aircraft and zip out.

    But that’s because at my height, I’m less sensitive to legroom. Rows 12-14 on A320s have extra legroom which tall people tend to appreciate a bit more.

  • Jinq Yng

    Hi Azlan,

    I will be going to London this Oct for my first time. Thanks to AA, because of the low airfare, I can make my dream comes true!!

    Just want to check with you, will someone else’s baby will be seated in the baby bassinet even if I’m allocated the bassinet seat by AA?

    Thanks

  • Lee Vee

    Hi there, would appreciate anyone to tell me whether for D7 flights 2725 & 2725 seatings 44D, 44F & 44G near to the exit or is there really legroom in front of the seat?? i’m trying to pick my seat but noticed these 3 seats are not classified as hot seats. Tks

  • Azran

    Dear Anonymous,

    No. A bassinet will be provided only to those who have purchased the bassinet seats.

  • Azran

    Dear Lee Vee,

    There is no extra legroom for row 44. Please see the actual aircraft seat map drawn to scale, in my post above.

  • Azran

    Dear Juliette,

    Thank you for the kind feedback.

    We’ll revisit our beer/wine inventory onboard. Stock outs occur less than 90% of flights.

    Wonder whether there was a Rugby team flying that day?

    But we’ll see what we can do…

  • Graeme

    Lee Vee query is one I was interested in as the plane seating map when selecting seats differs from yours.
    Row 44, definitely shows a large gap in front of it.

  • Azran

    Dear Graeme and Lee Vee,

    The seat map in the booking engine is not according to scale. Its a crude design based on existing software.

    The gap in front of row 44 is to insert the letters that represent the change in seats from 9-abreast to 7-abreast.

    The map in this blog post is accurate and to scale.

  • Lyn

    I’m slightly concerned. After stumbling upon this blog I decided to check my bookings from Gold Coast to London May/Jun. It’s taken 30 years to get this trip off the ground. I booked economy seats to KL from GC, but Premium Economy for the rest of the legs including the KL to GC return leg. I paid for and picked our seats.

    I was therefore thrown into a panic when I found I no longer had any seating allocation for the KL to GC leg and the number of premium economy seats are reduced from when I booked.

    I was viewing my booking online when I rang the call centre in Aus and he allocated us new seats – but according to the booking I had open, they were not available seats!

    Can you please give me some assurance that we will be guaranteed our premium economy seats.

  • Charmaine

    Hi Azran,

    I am so annoyed. I purchased a premium seat Melb-KL-Melb return and KL-Stan-KL for Aug 2010 to sample the new flatbed. I needed to change my return date due to work. After waiting over an hour on the phone, I finaly spoke to a lovely lady who change my booking. But the silly girl after charging the fare difference change my fare to economy. You could imagine my frustration. I am now on the phone on hold waiting to rectify the matter. Please help.

  • Kevin

    Hi Azran,
    I have had to cancel my trip due to the volcanic ash situation and going to rebook in June which means that I will get to experience the new flat beds I hope – will they be installed by 14th or so?
    Best regards Kevin

  • Khairul Anwar

    hye mr azran

    beside PETRONAS, Air Asia is making the country proud. anyway, as the Malaysia based company. would you mind if Air Asia can have a sort of advert especially on the A330/A340 before the plane landing. the advert can intro the Malaysia. everything and anything interesting about malaysia. that can give the passengers especially outside malaysia to get an idea and feel about our country. one more thing sir, i found that some of your cabin crew is not wishing the passengers after the landing. maybe you can advised your cabin crew to say “Welcome to malaysia” for those foreigner and “welcome home” to malaysians. it will sound great. as it show how Air Asia value its passengers

  • Tang

    Hi Azran,

    We are flying from KUL to Perth on Fri, 23 Apr. Is the plane equipped with new seats ?

    Thanks,

    Tang

  • Azran

    Tang – yes, please see earlier emails.

    All MEL and PER flights now with new seats.

  • Azran

    Yes Kevin,

    Unless there’s some unexpected problems, new seats due to London by early June.

  • Rhett

    Hi Azran,

    Good stuff answering everyone’s questions, it’s rare you see a CEO do this!

    Just wondering if you could post any more pictures of economy and especially exit rows?

    Best regards

  • Gaynor

    The new seats look lovely and I look forward to using them MEL-KL-STN in Aug 10. My only worry is the entertainment units, it seems there won’t be enough for all passengers and I can’t pre-book one. Is there any way I can be assured of getting a unit on my flight? Thanks.

  • Trevor

    Hi Azran

    Ihave found all these comments very interesting and enlightning

    We are flying Perth – Kuala Lumpur in Sept 2010 and now have two questions-
    1. Where do the wings start and finish on the seat plan? and
    2. The entertaiment units, if you carry a double ear phone jack would it be possible to share the unit? we are travelling as a family of 5, and the kids could share a unit

    Thanks

  • Gaynor

    Hello Azran. I have booked an economy seat KUL – STN and paid for Hot Seat, Meal, Extra Baggage & Comfort Kit. If I change this seat online to a Premium Flat Bed will you automatically deduct the money I’ve paid for Hot Seat etc, as I think all these extras are included in price of Premium seat? Thanks so much.

  • Azran

    Sorry for late response. Been swamped dealing with volcanic ash episode.

    Picture of Hot Seats coming up in another post. Got them. Now need to get it posted.

  • Azran

    Dear Gaynor,

    Sorry, we’re working on a solution to pre-book the media players, but it may not be available until later in the year.

    Best to inform the cabin crew that you want a unit, as soon as you board the aircraft.

  • Azran

    Dear Trevor:

    Wings on our aircraft are located at:

    A330 aircraft: Seat rows 20-33
    A340 aircraft: Seat rows 14-26

    I have 3 boys myself, and would definitely agree with sharing the players. The headphone jack is a standard size (similar to my iPod). If you have a jack that converts to a double jack and bring your additional set of headphones – by all means. Good luck getting kids to share!

    I also supplement it with other distractions like Nintendo DS/PSP, books, and toys for my kids.:-)

  • Azran

    Dear Gaynor,

    Presently our system is not configured to automatically refund for extras for Premium upgrades.

  • Rob

    Dear Azran,

    Thanks for all the comments on this blog, its a great read.

    My question is in regards to the new economy seats for OOL – KUL. I am flying this route on the 10th May and would like to know if this flight will have the new seats?
    Also on average, how many entertainment units are onboard each flight? Is there a chance to miss out?

    Thanks

  • Azran

    Dear Rob,

    ALL of our Australian services are now operating with the new seats, including OOL.

    We change the number of entertainment units based on flight. 90% of the time, we don’t run out, but yes, there is a chance of missing out.

    Per my earlier comment,be friendly to the Cabin Crew when you enter. :-)

    We’re working on enabling pre-booking for the media players but wont be ready by May.

  • Sammy

    dear azran,

    We are flying 11th May 2010 from KL – Mel and wanted to confirm 2 items..

    Our flight will be D7 2722.

    1. These are the new lie flat bed seats?

    2. How can i change my seat to lie flat bed seats from normall seat at wedsite..

    thanks,
    sammy

  • Azran

    Dear Sammy,

    Yes, as per my earlier comments, ALL Australian services are now with new seats, including MEL.

    2. You can change direct from the http://www.airasia.com website. Just select ‘Manage My Booking’ from the top line on the website.

  • Alison

    Azran,
    I wrote earlier on this post enquiring about the lie down seats. I travelled to KL from Gold Coast in April. I was fortunate enough to have the new seats on the way home (which was good because it was a night flight). I have to say the seats were awesome!! I had my free meal after take off, the cabin crew were so lovely and helpful and i then settled down for a sleep. The seats were so comfortable and I actually slept the whole way really easily. As people were boarding I felt great as they were all admiring the seats wishing they were me! I will definately be flying with Air Asia again. It is definately worth upgrading (especially for an overnight flight). Thanks for listening to your customers in regards to the seats as this has made flying your airline an even better experience.
    Well done!!

  • Brian

    Hi Azran.
    I am taking my family (total of 7 Including in-laws)on our first flight with AA X from Mel-KL and from KL-Kol on Nov.1. and am looking forward to it.
    We have pre-booked seats in row 50 to KL and row 31 from KL to Kolkata.
    Due to these rows being at the back of the plane, is the seat recline restricted.
    Congratulations on allowing us to fly at a fantastic affordable price!!!

  • Azran

    Hi Brian,

    All of our new seats recline the same. None are compromised based on their location, not even in the last row.

  • Kian Huat

    hi azran,
    i called airasia call centre yesterday, they told me my flight to taipei on 2 May will be still using old seat. is it true?

  • Azran

    Hi Kian Huat,

    Currently, we have completed 4 out of our 6 A330 aircraft retrofitted with new seats.

    The A340 aircraft for London will be ready by June.

    With the 4 aircraft, 100% of Australian routes are now scheduled to operate with new seats, and 75% of China/Taiwan routes in May.

    No guarantees but 2 May for KUL-TPE should be new seats.

  • Alex

    Hi Azran,

    Will there be any changes to seat 15K width and all as its middle seat is now up for sale?
    15K still going to have better leg room compared to regular seats right?

    Thanks
    Alex

  • Azran

    Dear Alex,

    All the new seats now have the same width (within manufacturing tolerance). There are no differences.

    And all of them are wider than the old seats.

    There is no more issue of the small middle seats in the first rows of each economy section, because we no longer have in-seat in-flight entertainment screens, that took up space.

    Yes, 15k has significantly more legroom compared to a regular seat, but we’re not making it a hot seat because of that exit door protruding.

    I have pictures that I intend to post, but haven’t got around to it yet.

  • Emma

    Firstly, I have to say how great it is for a CEO to respond to customers in such a way! I can’t imagine my arrogant national carrier doing such a thing… :)
    The new seats look great, looking forward to experiencing them later in the year!
    But can I comment about food– the vegetarian selections for Asian flights are great, but I can’t say the same for Australia. Do Australians really have such boring tastebuds so that heavy pasta only is offered? Or is it the Australian caterer who is the problem? After all, flights from Australia are to Malaysia (and Bali), a place known for its spectacular cuisine. It would be nice to have a dining option influenced by the destination. I’m envious of meat eaters for their better choices ex-Australia on Air Asia X. Please give us vegetarians an Asian option on all flights, this would really complete the experience.
    Thank you for reading.

  • Geraldine

    Hi Azran, We have been trying to upgrade (supersize) our prepaid baggage on our flight home from KL – Gold Coast in mid-July. Have been on hold every time but give up after 30 minutes. On the ‘Manage My booking” it tells me I must contact call centre to supersize our baggage. Any hints on what we have to do to actually get through to someone. sometimes I think there is no one there and I am a fool for waiting. Also, the entertainment units – do they cost money to hire? What do they have on/in them? Are the new seats comparable to other airlines in terms of width?
    Great work!

  • Ha

    I will be travelling on premium from London to KL on 23/07/10 with my wife, understand that we will get a combo meal+ drink without any charge together with some other perks. I would like to know the free meal is it included in the 1st and 2nd serving? By knowing this, I could plan my trip more easier. Thank you

  • Tang

    Hi Azran,
    Saw your articles in the STAR today and I am very pleased with your response to the other national airline for the ELITE.

    100 % agreed with what you have commented and they were substantiated with facts ! With Air Asia X, our extended family is able to cover Goldcoast, Melbourne, Taipei for last 1.5 years and we just got back from Perth last month. We are looking to go Chengdu end of this year and London and Seoul next year. Without which, we do not think we could afford such holidays. Way to go Azran and we look forward to more new destinations ! We are praying hard for Sydney and Tokyo ! Cheers and thank you very much Air Asia X !

  • Ng

    Hi,

    I had book a return ticket to london,
    Pls advise is there any in-flight entertainment? What will the charges be?
    Do we have to book it earlier?

  • Azran

    Dear Anonymous (Ha):

    Full transparency. Its not ‘free’ per se. The meals and baggage and pillow/blanket are built into the Premium fare.

    For London, you get 2 meals for both meal servings.

  • Tiong Peng

    Dear Azran,

    Congratulations for the new seat layout. I am impressed with how you share openly on the whole learning experience with your customers. This is also the best way to get accurate feedback.

    While on the topic of seats, I had always thought that it is a real hassle for passengers to meddle with the seat belts on every take off and landing. I am sure it is a boring chore for the cabin crew as well.

    With AirAsia being an innovative airline, perhaps you can look into eliminating the seat belts. How can it be done and yet fulfill safety requirements? Simply by facing the seat backwards instead of forward. In an accident, this will safe more lives than the seat belts…But you will have to convince the regulators. In reality, I know from the car industry’s research that the this is indeed a better solution – hence the best baby seats are designed to face the back.

    On the plane, it does not matter whether you face the back or front in respect of the views….

    Hope that this suggestion will save help AirAsia further simplify and improve operational efficiencies…

    Let me know what you think. Please give me free lifetime flights if my idea is adopted and implemented..:)

    Cheers.

  • Muneer

    NO NO NO& never. I am sure the right person to answer is Mr. Azran, I agree with you in principle about AA in its endeavour to make most likable best low cos Airline and right now it is. But I cannot agree with Tion Peng suggestion
    as an ex Airline Captain allow me to explain to very simply Aircrafts not only move forward horizontally at great speeds 860Km/hr(for Commercial jets airliners) but are also prone to encounter various weather phenomenon whilst in flight so much so there could be great updraft and downdraft this means Aircrafts could be tossed around sideways up and down like a kite in the air and at such a vertical speeds that you would’t wish to be loose on your seat!!! You could end up breaking one neck by hitting the cabin cieling and ending paralysed and with your suggestion they will be many in that situation if not broken bones at various places. Besides no Country in the world would accept aircrafts configoured this way as per your suggestion to land at their Airports. No insurance companies would accept to insure Aircrafts in that manner and there is a question of Int. Aviation Law to think about where all Aircraft Manufactures,Airlines& Pilots must comply with promulgated Laws partaining to certain standards that include Safty in almost every thing you can think of in this Industry. This is no easy matter . Turning around the seats facing backwards in order to get rid of seat belts is out of question . I for one would not fly with an Airline in the manner that has been suggested by Tiong Peng. I now request Mr. Azran or Capt. Domminic to correct me if I am wrong.Best regards and safe flying with AA……….Cheers!!

  • Joanna

    Hi booking for my son and I to fly Gold Coast Kl London return for a family Reunion at Christmas
    plenty of seats to choose from .. which is best, hard to tell from map other than legroom window aisle configuration (which is great)
    but not:
    emergency doors
    staff galleys etc (noisy)
    toilets (human traffic and noisy)

    which ones would you go for azran!

    thanks Joanna

  • Joanna

    is there any inflight entertainment on these sectors gold coast to Kl ?
    Kl to London ?

  • Azran

    Dear Muneer,

    Its ok – we should always encourage new ideas, no matter how radical it is. Never know which ones could trigger other thoughts.

    In this case though, I agree. We will not be pursuing reverse seats as aircraft safety is paramount.

  • Azran

    Dear Joanna,

    Please see my other Blog Post on Hot Seats – more pictures and recommendations for seats.

    We have entertainment, but they are portable units. At the moment, we do not yet have a functionality to allow pre-booking of entertainment units.

    Has to be rented onboard.

    90%+ of flights we don’t run out.

  • Suzanne

    Hi Azran,

    Great work with the new seats and interior. Looking forward to test them out.

    I am about to make a booking for KUL – STN in end July to experience your new Premium lie-flat seats.

    Question #1: I presume the Premium seats would already be placed in for use by then since the AirAsia booking site already allows me to choose the Premium seats. The two flights (return) are D7 2008 & D7 2009. Kindly confirm?

    Question #2: I note from your website page about the new Premium seats : http://www.airasia.com/my/en/myflights/premiumseat.html

    It states that these are the perks:
    • Pick A Seat Complimentary Premium Seats assignment
    • Priority check-in Speed ahead with the Premium check-in lane
    • Priority boarding Board ahead of others
    • Priority baggage delivery Get your baggage first
    • Baggage allowance Complimentary checked baggage allowance
    • Combo meal Enjoy a delicious meal and refreshing drink, minus the charges
    • Pillow & blanket Get comfortable with a pillow and blanket

    Hence, I am under the impression that all those perks are bundled into the Premium fare price.

    However, whilst booking the said flights, it states that:

    inter alia, “complimentary baggage allowance (15 kg) & combo meal”

    and there is a per way charge of RM25 for the Comfort Kit.

    I find this quite misleading. Firstly, the abovementioned site should clearly state that the complimentary checked baggage allowance is only a max of 15kg per way.

    Secondly, why is there a charge incurred at all for the Comfort Kits if it is clearly provided for that it is part of the perks alongside every other complimentary ‘perk’ on the abovementioned website?

    I believe AirAsia should honour its promises as they are valid representations that further convinced me to purchase the Premium seats compared to our nation’s other carrier.

    Could you kindly clarify this situation or is it merely a site glitch that hasn’t been updated?

    I look forward to a favourable reply soonest possible as I was in the midst of purchasing the tickets and have put it on hold till I hear it from your goodself first.

    Thank you.

  • David

    We flew airasiaX STN/KUL preimum earlier this year and have just booked to fly again as we were so impressed by the experience, the price and the crew.

    This time we have an infant, but it doesn’t seem possible to prebook the bassinet positions in Premium, even tho’ we have an infant in our booking. This wouldn’t be a problem if the call centre answered the phone, but it took me over 2 hrs on hold over the last 3 days to get through (I tried email, but that also was ignored)to book the bassinet. Can I suggest that it would save the valuable and expensive time of your call centre staff, improve customer service, and contribute to lower fares, if you made it possible for passengers booked with an infant to reserve the bassinet seats online.

    Thanks
    David

  • Azran

    Dear Suzanne,

    Q1 – yes, confirmed.

    Q2 – We have now updated the website to be specific that checked baggage bundled into Premium fares is 15kg.

    The Pillow and Blanket is for use during the flight. The booking engine still offers comfort kit if you want to purchase to take it home. I don’t recommend it. We are still constrained with current booking engine that we cannot ‘hide’ the comfort kit option for premium bookings. We should address it with our upcoming IT system upgrade.

  • Azran

    Dear David,

    Thanks for bringing this to my attention. Will work on making it automatic bassinet assignment once you choose the front row seats.

  • Tim

    Hi Azran,

    I am flying KL to Stansted at 1530 on 4 June. Very exited. Did the new flat beds for premium economy make it it time? I know it was scheduled for 1 June. I am really hoping you made it?

  • Azran

    Dear Tim.

    KL-Stansted now on new seats.

    However, there is no flight scheduled today.

    We moved to 5x weekly in June because one of the A340s is in the hangar for seat change. The other one has already been retrofitted and has started flying with new seats.

  • Alexander

    Hi Azran,

    Firstly congratulations on such a great job you’ve done with AirAsia. You’ve certainly given more people the opportunity to fly and see the world!

    A few quick questions:

    1) I’m scheduled to fly from KL-Stansted on Sat 21st August. My flight was scheduled to depart at 1230hr from LCCT and arrive at arrive at Stansted at 19.30 (same day). It’s now confirmed to leave KL at 15.10 and arrive in London at 22.30. My problem is I’ve already paid for EasyBus transport at 20.30 which is non-refundable. Due to AirAsia’s late rescheduling, is it possible for you to refund my EasyBus cost or assist in transfers to my hotel. Unfortunately I can’t change to the Friday evening flight as i’ve already purchased a hotel in KL that night.

    2) Can you explain the smoke/mist that comes out of the air conditioners when passengers enter the plane. I’ve never seen this done before!

    3) Is there any possibility of adding a 2nd daily Perth-KL flight from March 2011 onwards?

    Thanks :)

  • Tiong Peng

    Hi Azran,

    For long flights, we need some in-flight entertainment. How about renting out ipads? Low cost but high value – a blue ocean idea.

    see this link http://www.wired.com/gadgetlab/2010/06/australian-airline-to-offer-in-flight-ipads-for-under-10/

  • Azran

    Hi Tiong Peng,

    We have our portable media players on AirAsia X flights.

    We are studying the iPad. Main issue is supply of Hollywood content and economics.

    Of course, there’s also a risk that people will swipe such a cool device!

  • Amit

    Hi Arzan,
    As I posted previously, I will be travelling to KL in coming August.
    I am planning to prebook Seats 17A,B,C.
    In your post about the Hot Seats, you mentioned that “Lavatory door is discretely facing the exit door, away from the seat”.
    So, is it going to Open towards the Galley(Side Ways as normal the case is) or the Front(Bang opposite to the Seats Location and towards Right while entering from the Exit Gate)?
    Also wanted to check, since at the time of our booking, there weren’t any Lie Flat beds, so in case we plan to upgrade our tickets now, will we still be charged of the Change Fees?
    Thanks!!!

  • Rochelle

    Hi Azran

    When are we going to be able to pre-book the entertainment units? I see on the website under FAQ it states you can pre-book on Airasia X flights via manage my booking but not so??? is this currently being worked on? Many Thanks

  • Azran

    Hi Amit,

    The lavatory door does not open on the side towards the galley. It opens towards the exit door (opposite the flight attendant seats).

    To upgrade to Premium flatbed, you can go to Manage My Booking, ‘Change/Upgrade Flight Seat’. No need Change fee if its the same flight. Just the fare difference between your economy fare and the current Premium fare.

    Thanks!

  • Azran

    Hi Rochelle,

    I’m afraid we have not yet launched pre-booking of entertainment units.

    The new booking system migration is due to go live end of the month.

    Once we know the transition is stable, then we can quickly get to work on the new pre-book feature.

  • Mun Chee

    This is fantastic. I have been waiting for an airline to offer comfortable seats for long haul flights without charging ridiculous prices.

    The strategy is spot on. For long haul, it’s all about comfort. You must be able to sleep. Who cares about the wine and dine. The likes of Singapore Airlines are making way too much money from corporate executives flying business class on business expense. If you pay them business class fare, they’ll treat you reasonably well. Otherwise, you get thrown to the monkey cages at the back. It’s time for someone to take care of customers who are on personal budget.

    Well done…. waiting for Air Asia to fly to the US and other European countries.

  • Jennifer

    This is my wife’s login. She’s just arrived in London from KL on premium economy. Here’s what she said:

    Never want to fly economy again! The seat on the plane was worth every penny.

  • Kevin

    Just arrived from Stansted on D7 2009 13/6 23.55. All was going so well when a flight attendant came up to me and told me that my seat (12G) was not functioning. They had tried to get an engineer to fix it but to no avail. I had paid specifically for a premium seat for this night flight and ended up sitting bolt upright all night. How can such new seats malfunction so quickylu? Let’s hope that the return journey is better of this is the last that you will see of me on AAX.

  • Azran

    Dear Kevin,

    Truly sorry. The person on the KL-Stansted flight before you broke a part on the seat. Our engineer did not have the specific part to fix it on your flight. It was immediately fixed on return back in KL.

    We will make this right for you.

  • Alexander

    Hi Azran,

    Have you had a chance to look at my messaged posted on 06/04/10, 15:50.

    I wrote:

    Hi Azran,

    Firstly congratulations on such a great job you’ve done with AirAsia. You’ve certainly given more people the opportunity to fly and see the world!

    A few quick questions:

    1) I’m scheduled to fly from KL-Stansted on Sat 21st August. My flight was scheduled to depart at 1230hr from LCCT and arrive at arrive at Stansted at 19.30 (same day). It’s now confirmed to leave KL at 15.10 and arrive in London at 22.30. My problem is I’ve already paid for EasyBus transport at 20.30 which is non-refundable. Due to AirAsia’s late rescheduling, is it possible for you to refund my EasyBus cost or assist in transfers to my hotel. Unfortunately I can’t change to the Friday evening flight as i’ve already purchased a hotel in KL that night.

    2) Can you explain the smoke/mist that comes out of the air conditioners when passengers enter the plane. I’ve never seen this done before!

    3) Is there any possibility of adding a 2nd daily Perth-KL flight from March 2011 onwards?

    Thanks :)

  • Azran

    Hi Alex,

    1. Will follow up.

    2. Its condensation because of initial temperature difference. Same effect when your glasses fog up moving from a cold air-conditioned car and stepping out on a hot day (or vice versa).

    3. The possibility is there, and we’re studying the demand from some extra Perth flights we’re adding in July/August.

  • Ruslaina

    Hi Mr. Azran

    I have bought 4 tickets to London in this coming October 2010. I just have few questions to ask since this is my first time of long flight with my kids (5 yrs + 2 yrs):
    1) is the flight no D7 2008 & 2009 also equipped with the new seats?
    2) is the seat suitable for kids to sleep – lying down?

    Thank you

  • Azran

    Dear Ruslaina,

    1. Yes, All London flights now operating with new seats.

    2. If you select our Premium FlatBed seats, then no problems. Otherwise, our economy seats are like regular economy seats – you can lift up the arm rests (except for front row of each economy section) and kids can sleep horizontally. That assumes of course you don’t have all the 3 seats filled up with other people.

  • Ruslaina

    Thanks for your reply Mr Azran. Actually I have one more question regarding baggage. Is the baggage’s weight is based on individual guest or can be aggregated together? For example, I have bought 3 supersize medium, so for each bag should be exact of 20 kg or total for 3 bags can be at 60 kg?

    Thanks

  • Azran

    Dear Ruslaina,

    You can pool your combined baggage allowance, as long as the people in your party are on the same booking reference number (PNR). e.g., if there are 3 of you on the same booking, each with 20kg. You have a pool of 60kg baggage – irrespective of how its distributed across each bag.

    However, safety rules require that an individual bag cannot weigh more than 32kg.

  • Heng Lee

    hi Azran,

    I will be going to Melbourne in the coming 19 Aug’2010. May i know how do i book premium seats?

    I have log in to my account and manage my booking and choose change seats, but they are no available to premium seating available. Only hot seats and standard seats available. COuld you let me know what should i do to try out the premium seats? THanks.

    Br,
    H

  • Azran

    Dear H,

    To choose Premium seats, you select the Premium fare when its displayed together with the Economy fare, before you enter the seat selection next page.

    If you already have an economy seat booking and you want to upgrade via Manage My Booking, yes you just choose the seat. If none are available on your specific flight, then it might be all sold out. We now only have 12 Premium seats on our A330s.

  • Marc

    Hi Azran,

    Just got back from PER-KUL-HKG-KUL-PER – all with Air Asia of course.
    Love the new seats – much improved on the old shell-back versions, and was able to get some good sleep on the way back to PER.
    Service was great on all legs, and it was great to experience a totally brand new aircraft straight out of the Toulouse Airbus factory !
    The only comment I could make is that while the wiring for USB power is tedious, on long flights it is very handy to havethe ability to recharge gadgets – maybe one per block of seats perhaps?

  • Kelvin

    Travelled back from LCCT in KL to Melbourne and had booked premium. I was so surprised to see the flat bed seats when we boarded the plane. When flat out I didn’t think they were all that comfortable but by using remote controls I found a very comfortable position and I SLEPT for the first time on a plane. NO BACKACHE and Melbourne came up before I knew it. Well done; a first rate advance and so cheap. Will definitely use again

  • Pieter

    Hi Azran,

    This is the first time for my wife and I to fly AirAsia X to Europe. I booked a flight on KUL-STN, and pre-booked seats 1G and 1H. I did this mainly because my wife suffers from fibromyalgia, and she needs to be able to stretch her legs. How much actual leg space do these two seats have? Will she be able to really stretch her legs? Or is there still some sort of wall panel blocking her legs partly?

    I checked the seats plan too late, but notice seats 27E thru 27G may seem to be more suitable, is that correct? Is there more leg space for these seats? Or is that space I see on the seats plan a sort of corridor for other passengers who want to cross over to the other lavatories?

    I’d appreciate if you could check this out for me. I didn’t want to buy the premium seats, as it is a bit over my budget, but hope I can let my wife have a try for a moment, and if it really is better for her, then I may book a premium seat for her on our next flight.

    Thank you so much AirAsia X for this Leave a comment service.

  • Suliana

    Hi Azran,

    Could you please confirm that seats in the row 36A&C to 43H&K in the A340 are actually side by side? I mean there’s no gap between these seats, right? Because I got confused with the seat mappings in the booking system which shows there’s quite a large gap between A&C and H&K..

    Thanks,
    Sue

  • Azran

    For power sockets in economy – should try aax’s hot seats at exit rows. there’s a power socket there, which i think they use for the vacuum cleaners. Its US 2-pin though, so bring adapter.

  • Azran

    Dear Suliana,

    Yes, 36AC and 43 HK are side-by-side together. Please use the seap map that i have pasted on this blog-post, which is the correct, to-scale map.

    The booking engine map is a software limitation – which we’ll try to fix.

  • Azran

    Dear Pieter,

    On our A340 aircraft (London flights), Row 27 has the most legroom because they’re exit door seats – you can stretch out to the max.

    Row 1 on A340 does have more legroom than regular seats, but does have the ‘wall’ (monument) in front of it. Check out the A330 hot seat pictures in my other blog posting (Hot Seats! Extra Legroom on AirAsia X flights). Its comparable to seats 7ABC and 17ABC.

  • Rochelle

    Hi. How far away is the pre book facility for the entertainment units on X flights? Thank you

  • Tina

    I used Air Asia frequently whilst travelling across Asia for 6 months. I am now planning to travel again next year and am considering your premium plus seats, my question is over the refreshments provided in this – what food and alcohol is provided?

  • Azran

    Hi Tina,

    The Premium fare includes Pre-booked meals. You select either an Asian, a Western, or a Vegetarian meal and water.

    Other snacks, beverages etc are available for purchase.

    The menu can be found on AirAsia.com under My Flights -> AirAsia.Cafe (choose AirAsia X menu).

  • Wai Hoor

    Hi Azran

    A couple of questions i hope you could help. They may have been asked, but wanted to have the latest info for my flight KL-LON in Sept 2010.

    1. Can I charge my laptop? or Ipods?
    2. or i need to rent the in-flight entertainment to charge any of those?
    3. Does Row 1 on A340 has sufficient leg room? I am 5ft 8″, my seats are 1DFG

  • Karen

    Hi Azran,

    I’ll be traveling to Melbourne this monthend on flights 2724 and 2725. Judging from the seat map, i believe both are A330 aircraft? Pls confirm.

    I’ve booked the last row Row 51, will there be any ‘wall’ behind those seats? If there is, am afraid the seat will not recline to the fullest.

    What about Row 14? from the map u attached, it looks like the wall is directly behind the seat (where else there is none from AA website). Pls advice. Thanks

  • Ann Bavani

    Hi Azran,

    Do you have new seats for Economy or is it the old black leather seats? My flight is to Melbourne.

  • Azran

    Dear Karen,

    Yes, all Melbourne flights are operated by A330 aircraft.

    None of our seats that are in front of walls have less recline. If you prefer, seats 51AC and 51HK do not have walls behind them.

    Row 14 has a wall behind the seats but there is sufficient space between the seats and the wall that wall does not affect seat recline.

  • Azran

    Dear Wai Hoor,

    1. Only Premium flatbed seats have in-seat power sockets. Economy seats do not have power or USB slots anymore.

    2. The portable media players do not have capability of charging other devices.

    I would recommend getting your own portable power. Check out the PowerGorilla or PowerMonkey from http://www.powertraveller.com

    3. Yes, Row 1 is a hot seat with extra legroom. Maximum legroom is Row 27.

  • Azran

    Dear Anonymous,

    All Australian flights now are on the new seats. Old black seats are history.

  • Mohd Asri

    Hi Azran,
    I was looking forward to using the new seats in my family’s upcoming trip to Perth on 6/9 – 13/9. Unfortunately I received email & sms stating that my flights have been cancelled and I have to reply via email my proposed revised flights. I have submitted my revised flights but are yet to receive any confirmation. It’s important that I get the reply soonest since it affect my hotel reservation, car rental bookings etc not to mention connecting flights since I am travelling from Kuching. My original booking reference are L7V8CF, M7LCBA and S853CE. Please…..help me

  • Sharon

    HI. I am flying international for the first time in December. I am going to Kuala Lumpur and have booked on the DJ2703 flight from Gold Coast to KL. I have also paid for extra legroom seats. Does this flight have entertainment? I am nervous about flying for so many hours, and will need a distraction!!!

  • Azran

    Dear Sharon,

    We have portable media players for rent.For more info, Go to airasia.com, select ‘My Flights’ -> ‘AirAsia.Cafe’ -> Excite.

    We have limited quantities onboard, so do ask the cabin crew for one, early on the flight.

    For me, nothing beats coming equipped with a diverse source of time-fillers. Books/Mags, iPod, laptop.

  • Kheng Lung

    Flying to KL and back to Perth this Wednesday… Looking forward to the more comfy seating =)

  • Mohd Asri

    Azran,
    After six long days I finally received an email telling ma that my family & I could not get any seats on the flights. This is highly dissapointing since we planned to celebrate Hari Raya in Perth not to mention money already paid for apartment (full amount) and car rental (deposit) which are non-refundable. Could you do something on this?

  • Feroze

    Hi Azran:
    I understand that the carry-on allowance for the KL-Melbourne sector is 7kg. Is this correct? And I will also be having my laptop. So effectively I will be having 2 carry-on’s (including the laptop bag). Is this allowed? If yes, then is the 7kg allowance inclusive of the laptop? Pls clarify. Thx.

  • Azran

    Yes, Melbourne (and most other airports) impose a 7kg restriction on carry-on baggage. However, they exclude a separate laptop bag or handbag.

  • Mohamad Hisyam

    Hi Azran,

    For your information,currently I’m working for a Travel Company specializing in Umrah Package. My question is will AAX introduce flight to Saudi Arabia anytime soon?

  • Wai Hoor

    Hi Azran

    Thks for your reply, now I get a much better picture. Also, for the flight from KL to London

    a) is that a direct flight with no Transits for both ways?

    b) how many hours should I expect for both ways?

    thks in adv

  • Azran

    Dear Hisyam,

    The Saudi Government this year has authorised more flights from Malaysian carriers. What remains now is for the Malaysian government to grant us the approval that we’ve applied for, and allow Malaysian consumers more choice for flights to Saudi.

    Please ask your MP why the Government would entertain protectionism that deprives Malaysians of more flights with more airlines.

    Indonesia has allowed 3 local airlines to fly to Saudi.

  • Azran

    Dear Wai Hoor,

    a) Our service to/from London-KL are non-stop direct flights.

    b) You can find our departure and arrival times for London flights when you select the tentative travel dates. Its approximately 13 hours.

  • Peter

    Air Asia has changed the way we travel. It is called the best low cost carrier in the world and deserves it. I would say Air Asia is an Airline of convinience. It is also the best convinient airline in the world. Suitable for all kinds of travellers. Air Asia is now not seen as a low cost carrier for everyone to fly. Now all types of passengers, executives, etc travel due to the convinience it provides. Well done Air Asia

  • Alex

    Hi Azran,

    I may need to change my flight date (U4S3AE). And of course i can do it online myself. However, i had a SSR on seat 15K, and now that seat had gone to RM100. Please advice if i could still retain my seat on the new flight with the same price?

    I have also contacted the “online chat” and inquire, but she is unable to answer. Is it possible for you to arrange the Cust. Serv. to contact me regarding this?

    Thanks

  • Antonio

    Hi Azran,
    I recently missed the offer to fly from London to KL during February 2011 and the price is now more than twice as much it used to be (which is still a pretty good deal)

    Can I expect any other coming offers within the following months?
    I am not in a hurry to buy the ticket but I can´t find any information about previous years to see what I can expect.

    Thanks a lot in advance, keep up the good work!

  • Chooi Chooi Sharon

    I wasn’t aware of the new seats until I fly in to Melbourne last week. When I noticed that there weren’t any screens at the back of the seats, I thought I got into an older airasia X flight compared to those i traveled KL-MELB-KL last Dec. Although the reclining seats are better, but I would rather have the entertainment screens with so many good movies and we can track our progress on the map. The portable ones offer just a few old movies. I’m really disappointed that airasia removed the screens. Can you at least put in more up-to-date movies into the portable units?

  • Selene

    Dear Azran,
    We are flying MEL-KUL on premium economy on DJ2725, and KUL-MEL on DJ2722. We will be travelling with a 6 month old infant
    I have a few questions:
    1. I was informed that I do not need to book a bassinet if I have already chosen the seat of 1G (in premium economy) as this seat is the one that comes with a bassinet. Is this true?
    (I am worried that the person who is seated in 1D could also request for a bassinet, but was reassured that if I booked seat 1G, the bassinet will be mine)
    2. Is it possible to bring our stroller/pram up to the departure gate, and pass it to the cabin crew to store it in the airplane for us?
    3. What about car seats? Does Air asia allow car seats to be fitted on your plane for infant?
    4. What is the weight limit for the bassinet?
    5. Are there any safety harness/seat belts provided for my infant on take-off and landing?
    6. Are the premium economy seats on these 2 flights the full flat bed ones?
    I have tried browsing on Air asia website, and have not been able to find any information with regards to travelling with infant/toddler.
    Thanks for your help.

  • Alex

    Dear Azran/Amardeep,

    In regards to the volcanic eruption in Indonesia, most airlines have canceled their flights to and from Jakarta.
    I was wondering if AirAsia will do the same for my Nov 9 flight? Please get back to me ASAP as my next flight to KUL & MEL is on Tuesday NOV 9th! The time now is 1.30AM on Nov 7th Jakarta time. Which is almost into 48hours time limit.
    I have just read “The Straits Times” newspaper and feel the need to confirm with you.
    Would also appreciate if you could have someone from customer service to call me as my flight will depart from CGK-KUL-MEL on Tues afternoon!
    Also, IF my KUL flight is canceled, can i get a refund/change of date for my MEL flight as well?
    I have also emailed to Amardeep few minutes before this post.
    Thanks
    Alex

  • Azran

    Dear Alex,

    All of our Australian flights are still scheduled to operate. Please follow AirAsia.com on Twitter for any updates relating to flights affected by volcano.

  • Azran

    Dear Selene,

    Thank you for this and we’re working on a more detailed FAQ for travelling with infants and children.

    1. True. Bassinet in Premium is only assigned to 1G, not 1D

    2. Strollers are passed to the ground staff either at the bottom of the steps (in KUL) or at the aircraft door (in MEL) and placed in the bulk hold for storage. On arrival in KUL, the stroller can be made available at the bottom of the steps. In MEL, the stroller will need to be picked up at the baggage carousel.

    3. Yes, it is possible, however, an extra seat (located by the window) will have to be purchased for the infant for the Child Restraint Device to be harnessed on. However, the infant/child will need to be between 6 months and 3 years of age. Maximum weight of the Child Restraint Device shall not exceed 18kg

    4. 11kg

    5. Infant seatbelts will be distributed by cabin crew onboard

    6. Yes.

  • Martin

    Gday Azran
    Just got back from KL to Melbourne for a little break and congrats on a fantastic service/crew/everything.
    The 15 h,j,k seats were superb.
    Highly recommended.

    We are considering a trip to the UK next year and I was wondering could you give me an approximation on leg room difference (if any) on seats 17 A,B,C (which looked very nice too) on the A330 and seats 1 A,B,C on the A340.I am a very long lad and every millimeter counts !
    Wouldn’t mind been up the front of the plane for a change ; >
    Don’t suppose the armrests lift up on the A340 first row?

    Thanks again for probably the best value I have ever had travelling anywhere,not to mention the Cabin crew who have the strongest work ethic I have ever seen from anyone in the service industry anywhere and always with a charming smile.
    Well done Air Asia!

  • Azran

    Hi Martin,

    Thanks for the feedback and kind words. They serve to inspire us to keep on improving.

    Here you go:

    Distance from edge of seat to the monument in front:

    A340 1ABC: 32.87″
    A340 1DEC: 26.31″
    A330 17ABC: 28.18″
    A330 15 DEF: 24.48″

    Go for the front row on the A340 to London (and Paris!)

  • Heng Lee

    Hi Azran,

    I flew Air Asia from KL-Melb during mid of Aug’2010 and we had a wonderful time. Both my wife and myself are pleasantly surprise with the generous seating arrangement and food that served on board. The plane looks fabulously new and services from the air crews are all fantastic! All in all, just want to say thanks and we had a great time with the flight. Definitely we will go Melbourne again, having said all the good things, we probably have one gripes is that we can’t really check in directly from Spore – KL – Melb and vice versa. Web check in doesn’t work for Melbourne trip too. We hope this will be better manage in the future :)

    In addition, I have booked my next AirAsia X to Seoul (May2011) during the promotional launch fare. I got one of the best fare and some of my colleague are saying…are you two taking a bus rather than a air coach there? The price is just unbeatable and we thanks for making all this happened and making all of us to be able to afford to see and visit more places than what we really can in a decade ago. This is truly Asia :)

    P.s: Some pointers of suggestion. Not too sure where to feedback that’s why I took the effort to say it here.

    (i) I booked my Korea trip as guest (as during promotional period, I can’t log in and buy?), So how do I add it to my profile so that I can see all my flight completion?

    (ii) During today’s promotional fare, I have booked another trip from KL – Chengdu (5 pax altogether (4 pax first then 1 more pax later in the evening) to bring my entire family to the famous Chengdu/Jiuzhaigou in Oct 2011 (Wow, almost 1 yr in advance of booking this is my record). Btw, I have two sub requests, 1. Can I save template for guests list – as in my mum’s, sister and etc? May be a Family members group / frds to be added to our profile (Like DIGI family and frds idea – can be chargeable too :P )? It’s kind of heart pain / annoyed when I tried to key in their data over and over again just to get it to the final payment page and it shown your infamous “Oops Busy screen” :(

    2. I booked Oct’2011 tickets to Chengdu. Immediately, I informed my sister to book her return flight from KL – Brunei and to my horror her date is on 31 Oct 2011 (G1YQFL) and yet our Chengdu flight (VY5NND) is also 31 Oct 2011 but +1. However when we book the time, it was really not obvious from the Guest details page till the final payment page. Its always saying

    “D7 327 Chengdu (CTU) to Kuala Lumpur (KUL) Monday, 31 October 2011
    Depart 2355 Arrive 0435″

    We keep thinking its on 31 Oct 2010 morning arrived at 0435. This is very wrong, my sister booked her return on 31 Oct from KL – Brunei. This is purely and innocent mistake and I strongly suggest, please grant some ruling on the fact that within few hrs you are allowed to altered some minor details? This is genuinely an innocent mistake and I have tried to explain this to your CSO on the phone but they are just out of their hands to help us. Azran, is there anything you can help us?

    Still I Kudos to Air Asia for the leader in the budget airline in the whole of Asia.

    P.s your guest support link doesn’t work. That’s why i don’t know where to write all the above too :)

  • Livien

    I’m traveling with Air Asia X to Taipei, how’s the seat?

  • Martin

    Dear Azran,

    I am booked to fly KUL-STN today with my family, booking reference P667BD, and have tried repeatedly over the past 2 days to do a web check-in without success. Each time the system returns the msg “Sorry, we are unable to process your web check-in request.”

    Right now I’m fuming because I’ve just spent more than half an hour on the phone with a Premium Customer Service Line agent to try and get the problem resolved, again without success.

    Apart from not being able to get the problem resolved, what makes me fume are the totally inane reasons I was given by the call centre agent. The reasons he gave were (in sequential order) as follows:

    1) Web check-in is only available AT LEAST 7 days before departure !!? (This he claims was told to him by his supervisor.)

    2) Have I perhaps been blacklisted by the government!?

    3) I have had too many unsuccessful attempts at web check-in hence the system has locked the booking. (This despite the fact that he said earlier that everything looks fine with my booking status.)

    4) Finally the clincher. The absolutely definitive reason why I can’t do web check-in is because my return flight STN-KUL had been re-timed by 10mins !!? Apparently this always happens whenever there is a re-timing and there is nothing to be done except to do a counter check-in at the airport.(This he says was told to him by his seniors.)

    What the….!? Surely this can’t be true? All the publicity and encouragement from Air Asia to do web check-in and I’m unable to do so despite all my best efforts. I dread to think what ordeal awaits me when I try to check in at the counter tonight.

    All this while he refused to pass me to his supervisor saying his supervisor “is too busy”. Anyway I insisted and left my contact number. It’s been more than an hour since the call ended and I’m still waiting to be contacted.

    Please see what you can do.

  • Caroline

    Dear Azran,
    I intend to buy tickets to Paris. We are 4 (2 adults, 1 baby & 1 infant) and I need to know how I can book a bassinet seat (because when I make simulations on flights going to London, when it’s time to pick my seat, I never find bassinet seats available !)
    Thank you very much

  • Timotius Gerrit

    Dear Azran,
    Just a simple question about comfort kit (blanket, neck pillow, eye cover) that u give temporarily to premium seat on airasiaX during the flight. Are u wash it again after being used by 1pax? Are u give it again to another pax on the return flight to KL? Are u throw it to the garbage bin after being used by 1pax? If all the answer are NO, then you should give it permanently to premium seat pax of airasiaX. It would reduce the aircraft weight and saves fuel on return to KL, Heehe (just concern with the hygene of comfort kit).

    Regards,
    -Timz-

  • Rajesh Reddy

    Dear Azran,
    Can you please let me know the seating arrangements for the flight d72723 from MEL to KL. we are flying on 27Nov, just want to know whether the seating arrangements as mentioned in this blog will apply to my flight?
    Can I buy on-board food?
    Can I bring my Kid’s food from outside?

    Thanks

    Raj

  • Azran

    Dear Caroline,

    For Paris and London, operated by our A340 aircraft – the bassinet seats selectable on our Pick-A-Seat map are: Premium (11G). For Economy: 1J, 16F, and 27F

    4 bassinets onboard.

  • Azran

    Dear Timz,

    For our Premium passengers, our treatment of blankets is similar to other airlines: We take them back and wash, sanitize and vacuum-seal pack the blankets for re-use. We don’t give used ones to passengers on the return flight.

  • Azran

    Dear Raj,

    100% of our aircraft have all been retrofitted to our new seat configuration – including your Melbourne flight.

    Yes, you can buy food & beverage onboard. By pre-purchasing your main meals online, you’ll get them cheaper than buying onboard.

    We do not allow outside food onboard, unless your children have special dietary restrictions (please provide doctor’s note for crew). We have a kid’s meal available.

    You can look at our food menu from http://www.airasia.com -> My Flight -> InFlight Services -> AirAsia X

  • Joel

    Dear Azran,

    I recently flew on your new product to Stansted on Premium and was very impressed!! I’m from Singapore and am wondering if you are planning to launch AAX flights from here anytime soon!

    Thanks!
    Joel

  • Joel

    Dear Azran,

    I recently flew to Stansted on Premium and was very impressed. I’m from Singapore and was wondering if AAX is planning on launching any routes from here anytime soon!

    Thanks,
    Joel

  • Irene Cheng Leng

    I am thinking of booking Air Asia for the first time from London to KL. Can I check if your seats are the same as the MAS lie-flat seats (inclined) and if there are power sockets? I know you’ve upgraded the planes but I’m not sure if this applies to the London-KL flight?

    Irene

  • Azran

    Dear Joel,

    Glad you’re happy with the seats.

    Presently, we don’t have plans to operate flights direct from Singapore, as we don’t have a Singaporean license and rights to do so.

    However, from December, we’ll be introducing connecting transfer services from Singapore. You can buy a Singapore-KL-London/Tokyo/Seoul, etc flights in a single booking, and we’ll transfer your bags in KL, and you go straight to departure lounge without having to clear immigration/check-in in KL.

  • Azran

    Dear Irene,

    100% of our AirAsia X aircraft have been upgraded with the FlatBed Premium seats.

    They’re 3% flatter AND come with power sockets!

    Enjoy!

  • Dorian

    Dear Azran,
    I booked tickets for london-kl and was wondering whether seats 38H and 38K are immediately adjoined or there is an intervening space in between them ..

  • Glenn

    Do all the seat backs recline and do the armrests go up on the new seats? I have booked extra legroom at rows 7 A330 and rows 27 A340.

    I personally liked the previous seats as I didn’t worry about reclining back into the person behind me. Now I will have to feel guilty again I suppose.

    Keep up the good work AA and please introduce a rewards program, and back date it :)

  • Suneet

    Dear Azran,

    I flew airasia for the first time for SG-KL-Delhi and was impressed by the overall flight experience. However, one big let down was the time spent claiming luggage at KL /checking it back in for DEL and clearing immigration twice at KL. It’s even a bigger headache when travelling with family n small kids.

    When do you guys plan to start direct check-in (transfer) facility to delhi (and other Indian cities) from SG, thereby avoiding this baggage claim/immigration queues. Anytime soon ?

    Cheers
    Suneet

  • Azran

    Dear Dorian,

    As per the detailed seat map attached above, 38H and 38K are together as a pair. No seat in between.

  • Azran

    Dear Anonymous,

    All of our seats recline fully.

    The rows that you have selected 7 on A330 and 27 on A340 are the first rows in their section. As such, the armrests do not go up, because the meal trays are stored in them. But the extra legroom is well worth it. I enjoyed them on our recent inaugural flight to Tokyo.

  • Azran

    Dear Suneet,

    Yes we have started connecting transfers between Delhi and Singapore from 1 December. Now you can buy both sectors in a single booking (Origin: Delhi, Destination: Singapore), and have your bags checked straight through to the connecting flight, and you go through transfer hall at KL, bypassing Immigration/Customs clearance.

  • Paul Jimmy

    Dear Mr. X,

    Firstly, good job on answering all of us here.

    Surprises me that you were sitting on economy class on the inaugural flight to Tokyo, wow very very down to earth for a mile-high Boss. Or is it a downside of reduced number of premium seats? ;)

    Now, in regards to the Flight Transfer Service (FTS):

    - Gold Coast is offered by FTS from Surabaya and Bali, why not Jakarta? Any special reason?

    - Airport tax of LCCT doesn’t apply to FTS passengers, however the total ticket price of FTS (eg. CGK-KULx-HGH vv) is higher than 2 separate tickets (eg. CGK-KUL vv + KUL-HGH vv), what’s the reason behind it? I thought FTS main goal was to increase load on D7 flights.

    Lastly, I purchased KUL-OOL vv before FTS was introduced, and will purchase CGK-KUL vv when the opportunity comes up. Should I purchase GoInsure on CKG-KUL leg, as I didn’t on KUL-OOL leg, and how am I covered in case of delays?

    Your kind response will be greatly appreciated, as always.

    P.S. the links for “FAQs” and “form” just below this writing box has “taken flight”

  • Glenn

    We are travelling from Perth to KL and then on to Bangkok in January 2011. Our flight leaves Perth at 6.35am and I was wondering if you would consider offering a breakfast consisting of bacon, eggs, cereals, yoghurt & juice rather than the meals currently on offer, which I think are great for lunch and dinner but not very suitable for breakfast especially for children.

  • Glenn

    Dear Azran
    We will be flying from Perth-KL-Bangkok in Jan 2011. We booked our flights in Feb 2010 before the introduction of flight transfers. I notice AirAsia are now offering flight transfers for this particular flight and we were hoping to be able to utilise this for our flights in Jan 2011 especially because we are travelling with 8 people and it would be so much easier than having to go through customs and clear immigration and collect our luggage etc. PS: We have been regular travellers of AirAsia for many years now and have always had positive flight experiences. Congratulations to everyone involved and keep up the great work.

  • Toh

    Dear Azran,

    “However, from December, we’ll be introducing connecting transfer services from Singapore. You can buy a Singapore-KL-London/Tokyo/Seoul, etc flights in a single booking, and we’ll transfer your bags in KL, and you go straight to departure lounge without having to clear immigration/check-in in KL”

    As quoted above, as i have already booked my SG-KL-Seoul flight for next year in April. I would like to ask if this service will be applicable to me? as i booked my tickets before December.

  • Henry

    Dear Azran,

    I LOVE the look of the premium seats and am very tempted to upgrade. However, I’m just wondering if there is a fee to upgrade from either economy or economy promo (other then the fare difference). Also, would the fees that I originally paid for comfort kit and other things that are complimintery with premium seats be somehow reimbursed/consolidated with the upgrade fare price?

    I’m flying return Melbourne to KL – then KL to Seoul, booked before the Flight transfer option was introduced. Would it be somehow possible for me to put my flights on the one booking reference number?

  • Gail

    Does the flights from KL to Gold Coast have flat beds

  • Azran

    Yes Anon – ALL of our AirAsia X flights (flight code D7) have Flat Beds, including Gold Coast – KL

  • Konrad

    Dear Azran,

    I have booked two flights with Air Asia X in February 2011 (MEL-KL and KL-London) and was wondering whether…

    1) There are any meals available on the list which are gluten and dairy free? Unfortunately the Air Asia website doesn’t provide any detailed info reg. the ingredients of the on-board meals.

    If not, do I require a medical certificate for my dietary requirements to consume my own food on board?

    2) Will my laptop (in laptop bag) qualify as unchecked cabin luggage at any given time or is it exempted from these regulations? (I will be carrying a standard cabin baggage piece also).

    I would highly appreciate your clarification.

    Thanks heaps!

    Konrad

  • Ralph

    Dear Azran,

    I like what Air Asia is offering with their Premium seating. I fly regulary betwen Australia and Germany business class and was wondering, does Air Asia have any future plans of flying out of Germany.
    I was also wondering why its not possible to book online Europe through to Australia. Is there any reason for this.
    Cheers

  • Azran

    Dear Konrad,

    1. No, we do not have gluten-free and dairy-free food onboard. Working on it. In the mean-time, please send a note to Customer Service via the web (www.airasia.com -> How do I? -> Contact AirAsia -> Online Feedback and give them your flight details.

    They will then alert the crew to expect that you will bring medical documentation onboard and to waive the ‘no outside food’ rule.

    2. Yes, LapTop bags, and hand bags are separate from the one standard cabin bag rule. But it has to be a laptop bag. Others have tried to use a second full-sized bag saying its a ‘laptop bag’.

  • Azran

    Dear Ralph,

    Yes, we do have Germany on your future plans. Most likely post-2013 though.

    You can book London/Paris to Australia now, from 1 December, but only on selected dates and pairs where the transit time is less than 6 hours and more than 90 minutes. (e.g., London-Perth, etc.)

  • Azran

    Dear Henry,

    Two options for upgrade from Economy to Premium Flatbed seats:

    1. Certain upgrade: Pay the fare difference between Economy and Premium.

    2. Uncertain upgrade option: log on to http://www.optiontown.com and pay a small fee for a chance to upgrade. Fee is refunded if upgrade not available.

    In both cases, there are no refunds for any earlier purchase pre-booked meals or 20kg baggage allowance.

    For our connecting flights, we’re still in a trial phase. We cannot combined previous two separate flight bookings into a single one. The connecting transfers are only applicable for new connections bought online (e.g., buying origin: London, destination: Perth).

  • Patrick

    AIRASIA X customer review : 13 July 2010 by A Busk (Australia)
    Trip Rating : 8/10
    Recommended:
    Value for Money:
    Cabin Flown:
    Standard

    MEL-KUL-HKT return. Value for money, flights on time and for a budget airline great cabin service. We prepaid for meals, seats and comfort kit. Meals were fine, we ordered a kids meal for our 12 year old on the long haul flights and they came as good as any full service airline. Good Australian wine RM 18 (AUD $6) available. Seats recline to a comfortable level. I have flown economy and business on full service carriers and would have no hesitation booking AirAsiaX again for our next holiday.

    “Assie wine is lovely Azran (Read above) Am planning STN KUL Premium in March. Can I purchase this Assie wine on board with meal”??

  • Azran

    I don’t know about ‘Assie’ wine, but we do have our Jacob’s Creek Australian wine (red and white) available onboard all AirAsia X flights for purchase, including STN-KUL.

    Happy Holidays! :-)

  • Anton

    Congratulations AirAsia to your excellent customers services. While ago I just send email asking for help with my bookings and within one week I received two emails explaining what is happening, third email with my “lost” itinerary attached and even phone call where gentlemen from AirAsia asked if I am happy and everything is OK? WOW, that is what I call customer services!
    So, thank you again and all the best.
    Anton

  • Anton

    Hi Azran,
    We are arriving in KL from Gold Coast on 30/05/11 with D7 2703 at 15.10.
    So I was wondering what would be a good choice for connecting flight to Singapore?
    I was thinking AK 717 departing KUL 19.00, but I am not sure if there is enough time?
    I hope by then we can use the new “connecting transfers” services.
    thank you, Anton

  • Rochelle

    Hi Azran. We recently flew with Air Asia from OOL-KL and return. We were extremely impressed and have booked again. The only problem was the availability of entertainment units. We requested them on entering the aircraft and several times into the flight but they didnt have enough and none of our group of 7 managed to obtain one. Is the pre-booking of these going to be available soon? Thank you

  • Julius

    Dear Azran:

    May I know the word beside the main door of A333 9M-XAA which was recently repainted with world cities livery? Thanks a lot!! Keep up the good work!

  • Azran

    Hi Julius,

    XAA is our first original A330. We dedicated it to Sir Freddie Laker, the pioneer of low-cost long-haul aviation.

    The plane’s name is “Semangat Sir Freddie”, Malay for ‘The Spirit of Sir Freddie’ – painted on the front of the plane, by the first left-side door.

  • Azran

    Hi Rochelle,

    I’m sorry we ran out of portable media players.

    Yes, we are looking at introducing a pre-booked option – in Feb 2011.

    Its a big balancing act for us, because some times, many units are not taken up. Right now, our average is only 38% take-up, but with big swings (about 6% of our flights completely sell out).

  • Azran

    Hi Anton,

    Our connecting transfer services are already launched for Gold Coast-Singapore. Buy both sectors in a single booking. Origin: Gold Coast, Destination: Singapore

  • Tarnthip

    Hi Azran,

    I booked the flight for Melbourne-Bangkok and didn’t know about flight transfer service for this route. I chose the longer conection time which is 5 hours 20 minutes. Is there any shop or entertainment in the transfer hall? Thank you

  • Sze Lay

    Dear Azran,
    First of all, hats off to you for the amazing work you do on AA and on this site.
    May I know if the seat selection map indicates so when a bassinet seat has been purchased by someone with an infant? It would certainly be very helpful to be able to avoid paying for a Hot Seat next to a baby on board.I strongly suggest adding this feature if it is not already in place. :-)
    I paid for seat 1K on the A340 STN/KUL on 23 Mar 2011 but am now worried as I discovered here that the adjacent seat 1J is a bassinet seat. This was not shown at the time of booking. I have just checked and see that the 2 seats next to me are now taken. I really do want a window seat with extra leg room but not next to a baby especially on a long haul over- night flight. The other window seat is already taken. Is there any way I can get a confirmation about the presence of a baby so I don’t have to give up the best seat in the house? I also want to avoid junping from the frying pan into the fire. Thank you.

  • M Shuhairi

    Salam Bro Azran…

    Nak tanya entertaiment inflite tu takde discount ke? and meal kalau kul stn memang cukup ke?????

  • Tony

    Good news on the Gold Coast – Singapore connecting transfer.

    Perth – Singapore would also be a great addition to that service. Is there any plans?

    Thanks

    Tony

  • Michelle

    Dear Azran,

    We are looking forward to our 3rd trip with Air Asia this coming April. I am aware Air Asia is only a point to point carrier our flight from Phuket to KL arrives at 10.30am and our Melb flight departs at 1.40pm is this enough time between flights or should I change our flight from Phuket to an earlier time.

    Thanks
    Michelle

  • Fiona

    Our family four is travelling from Gold Coast to KL then two days later KL to Stansted in Sept 11. I was worried about the long haul and also having two days transit so decided to book and pay for the hot seats. GC to KL is Row 7 and 9 and home Row 35. KL to Stansted is Row 1ABCD both ways. Can you confirm that the seats are guaranteed. We flew KL to Gold Coast April 10 and when we checked in the seats were allocated to someone else. I was not very happy and the flight home was unbearable as the seats didnt recline.
    We have paid about $5,200 all up for family four for both flights and am worried now that the flight will be very uncomfortable. Thanks for your help.
    Fiona.

  • Tony

    Hi Azran,

    We loved our premium seats from PER – STN and back, they were a real joy, and the staff were so approachable, it made for a very pleasant journey.

    Good to see Gold Coast to Singapore is a connecting flight, but when will Perth have connecting flights to Singapore?

    Also when will booking be available for PER-STN for dates after 31st October this year?

    Thanks heaps

    Tony

  • Gaynor

    Hi I’m trying to book return flight Melbourne – London – Melbourne. I dont seem to be able to book the Mel – Lon sector online, no problem with the Lon – Mel flight. Why is this? Also, if I want to go economy on the Mel – KL – Mel flights and premium on the KL – Lon – KL flights can I do this on one booking or do I have to make separate bookings? Thank you.

  • Gaynor

    Please bring back the enterainment units.

  • Patrick

    Hi Inche Azran, Thks for your reply on Jacobs Creek. Like all Malaysians we cari here and there and bargain very hard. Was able to get MAS for £3649 from a bucket shop. Your site said £3678 for my travel dates. The Kongsis out there are offering massive discounts at the moment. Perhaps next trip eh. Very impressed with your Paris-KUL offering though.

    Anonymous

  • Azran

    Dear Tony,

    Thank you for your kind words.

    1. We selected about 60 pairs of connecting flights as part of Phase 2. We did not select Perth-Singapore because of expected low demand because of available direct services from other low cost carriers.

    2. We should be opening up our next schedule extension (from Nov-2011 to Feb 2012 travel) around end-Feb or early March – big sale coming up!

  • Azran

    Dear Gaynor,

    Melbourne-London don’t connect every day, because some days the flight transit in KL is more than 6 hours – so you have to buy two separate tickets.

    Presently we don’tallow buying a connecting transfer with one sector on economy and another on Premium. Both have to be the same class.

    We’ll adapt as we get more experience and grow the system.

  • Azran

    Dear Michelle,

    Yes – enough time to connect from Phuket to Melbourne.

  • Wai Tian

    When is Feb/March 2012 AirasiaX ticket going to be opened? Can’t wait to plan for next trip.. =D
    Btw, where will be the next coming new destination for Airasiax?
    =)

  • Muneer

    Nordin

    In relation to your question on upgrade,the amount you paid for the hot seat I do not think you get some sort of reimbursement such that you only have to pay the difference in the cost of the up grade AA system do not work that way in any case I am sure Mr.Azran would be a better person to highlight this process to all of us . I was in this predicament before and am currently so as I am waiting for the confirmation of my upgrade to premium seat to MEL from KUL . I wish you good luck .

  • Nordin

    If i upgrade to premium seats, will the fee I’ve already paid for hot seats be refunded or deducted from the upgrade price?

  • Azran

    Sorry Nordin and Muneer, we do not refund back amounts added for seat assignment, food and baggage when upgraded to Premium.

  • Mohd Amirrudin

    Hi Azran..
    I will be flying to Christchurch with my family on Air Asia X in June 2011. I think the 11 hr flight will be the longest for an A330 in your fleet.Just looking forward to a comfortable seat arrangement onboard.Will the recent earthquake there affect the scheduling?

  • Stuart

    currently waiting for KL to ool flight and flight is closed enquired as to cost of upgrade to flat bed .4 seats empty it was far too much , wonder why you do not make a good price for an upgrade as it would be extra income without any cost. Now 4 seats fly empty to the gold coast.

  • Gavin

    Hi Azran,

    We are travelling to the UK later in the year and I have the same issue w/r non dairy food as Konrad above. I followed your advice to let customer service know our flight details but have not heard anything back since then (4 weeks). Should I expect to have heard back to confirm is ok? or assume is ok as we will have the appropriate medical documents?

    Thanks Air Asia for the new seating on the long haul routes, it was the main reason for us booking with Air Asia along with really great fares, that are our family can now travel to Europe.

    thankyou

    Gavin

  • Azran

    Hi Anonymous,

    No changes to our flight schedules for Christchurch. City’s pretty much back to normal except for the main central business district.

    Airport has a desk on arrival to provide information for arriving passengers on hotels, transport, etc

    Seats should be fine, but go for our extra legroom hotseats if you’re tall…

  • Azran

    Stuart,

    We tried that before, having upgrades at the airport – and it resulted in people no longer buying the premium fares upfront but waited to buy upgrades at the counter. And the revenue loss to us was bigger.

    For ‘opportunistic upgrades’ we now offer OptionTown service at http://www.optiontown.com. Check it out.

  • Azran

    Dear Gavin,

    It should, but just to be safe, can you email it to me at azran@airasia.com

  • Muneer

    Hi Azran , ( VERY URGENT Pl.)
    Bkg No NY2ZAL

    I have today made an attempt to change my travel Itenerary thru Manage My Booking however in doing so Ichanged some but overlooked the date of travel which was my main aim , the date should have been the 26th of June2011 instead of the 8th April as I waould not be able to travel due to Family circumstances,I paid the fees but admitedly was not careful inin entering the date after picking the flight time I needed . I tried contact the Live chat for assistance and was attended first by someone named King ID LIYULUP within 15 mins of realising my my mistake,I explained to him my predicament and requested him for his assistance correcting he appeared to have understood and he told me that to review my E-mail or view trough Manage my Bkg page for update this I did nothing was done !! I contacted again this time was attende by someone named Niro ID LIXZAY again I explained my situation and waited for the reply it never came until the system cut me off. Basically in both attempts there were no tengible results to my request.I therefore request your good self to assist me in correcting the mistake I made in that the departure date should have been the 26th June2011 instead of 8th April 2011. Kindly assist me in this in regard . Thank you .

  • Timotius Gerrit

    Dear azran,
    Already buy premium seats today Z19WRR cgk-kul-chc vv with a great price, thanx airasia. My questions are :

    1. Cgk-kul even if I don’t need to clear the immigration, can still get out of this immi as I wanna meet my friends?
    2. Premium seat can go onboard at anytime right? Can I go exactly 3 hours before departure sched? As I want to make a trip report.
    3. Can I change the meals on last minute, let say 24 hrs before? Its free of charge right ?
    4. Premium seat get a free wine and In-Flight Entertainment right? Or i have to pay for that? (Please say Free, so that I can give u two thumbs up as I’m the SQ’s krisflyer member and enjoying those things free on SQ bizz class).

  • Azran

    Dear Tim,

    1. Yes you can. But you must have all of your travel documents to check back in for next flight and be there at check-in counter before it closes 60 minutes prior to departure.

    2. Passengers can only board once clearance is received (e.g., all safety checks completed and cabin is ready). Premium passengers can board first, but not much earlier than everyone else.

    3. You can change your meal via Manage my Booking 48hrs prior to departure and its free of charge.

    4. No. You only get the pre-booked meal, water, pillow and blanket included in the Premium fare. Other beverages, including wine and in-flight entertainment are additional.

  • Muneer

    Dear Mr. Azran Ref BKG NO NY2ZAL ,

    Further to my earlier request for your assistance to correct my mistake having failed to obtained by writing to the e-mail provided but only for the Premium Seat Pax as well as thru two of the of Live Chat assistances whom I contacted them within i5 mins of having realized my mistake with regard to the date I wished to change for my Flight which should have been 26th Jun 11 instead of the original date of 8th April 11 .I then approached you as can be seen in my earlier comments .The original traveling time is drawing nearer and will not be able to travel but up to this moment I have not received any response yet, Kindly let me know of the way forward . Thank you & regards .

  • Timotius Gerrit

    Dear azran, here are my next questions :

    4. Why kul-chc meals 20myr but chc-kul 60myr? Is it serve twice on chc-kul? But I think the flight time not appropriate because it depart on 01am and arrived 7am. Well just my 2 cents coz I’m on premium seat
    5. Why cgk-kul-chc got airporttax&fee 205.000 IDR ? AFAIK cgk will be pay the airport tax at the airport, KUL airport tax only 25rm / 75.000 IDR. There a 130.000 IDR / 43rm different! Why?

    Thanx,
    From SQ’s solitaire member
    -tim-

  • Azran

    Dear Tim,

    1. For long-haul flights, due to quarantine requirements, we have to purchase food from caterers in New Zealand, and price of food overseas are always much more expensive than from Southeast Asia.

    1b. Timing of flights are based on maximising aircraft utilisation. We also make it convenient for people to connect. The 1 am departure allows time for people to fly in, and the 7am arrival allows for lots of connecting flights during the day.

    2. Connecting fee. If you prefer to avoid, you can buy two separate tickets but have to self connect and transfer your bags yourself.

  • Timotius Gerrit

    Dear azran,
    Thanx for all the answer, now I know how airasiaX operates. One more thing, how do I grant permission to enter cockpit before take-off/after landing ? Just once to see the captain’s seat as I already seen all the airasiaX seats :)
    Looks like only 2 meters the distance between my premium seat and the cockpit. (flight D7 282 / D7 281 on premium seat. Pnr Z19WRR).

    Regards,
    Timz(

  • Timotius Gerrit

    Dear azran,
    Thanx for all the answer, now I know how airasiaX operates. One more thing, how do I grant permission to enter cockpit before take-off/after landing ? Just once to see the captain’s seat as I already seen all the airasiaX seats :)
    Looks like only 2 meters the distance between my premium seat and the cockpit. (flight D7 282 / D7 281 on premium seat. Pnr Z19WRR).

    Regards,
    Timz(

  • Diana

    ok, I’m new to Air Asia.. I have booked ( several months ago) to take my 3 children from Melb-KL-Phuket-KL-MELB and whilst initially very happy, I have read and heard many bad things ( cancelled flights/food poisoning etc) I am a widow and travelling with my children to attend a ceremony for the anniversary of my husbands death ( in October)..I am being advised to cancel my flights and take the loss and just book with another airline. I dont want to find out the day before or worse, when i am overseas then i will be stranded with 3 children and no flight home.. now i am totally confused.. HELP!

  • Azran

    Dear Tim,

    Sorry but international aviation security regulations do not permit us to take passengers into the cockpit before take-off or after landing.

  • Azran

    Dear Diana,

    You have my assurance that you will never be stranded.

    Virtually all of our AirAsia X flights are on time. In the very unlikely event we do have to cancel a flight (e.g., airport is closed, bad weather, etc) we will provide you with an alternative flight.

    But we will never abandon you without giving you an alternative flight to fly.

  • Muneer

    Ref ” NY2ZAL

    Dear Mr. Azran ,

    Thank you very much for your efforts .Regards

  • Muhamad Zhafri

    Hello Azran,
    May i know whether flight from Kl to Seoul using the A330 with the new seats?
    Got another question, why airasiaX inflight entertainment unit offer a very limited choice of movies? i think it should be at least 20 choices, instead of less than 10

  • Muhamad Zhafri

    Hello Azran,
    May I know whether flight from Kl to Seoul using the A330 with the new seat.
    Got another question, why airasiaX inflight entertainment unit offer a very limited choice of movies. My opinion it should be not less than 20.

  • Azran

    Dear Zharfi,

    All AirAsia X flights now have new seats!

    Movie licensing rights are incredibly expensive. We need to find a balance between having enough choices and setting a price point that is affordable.

    This is something we’re continuing to work to improve. More new developments to come!

  • Angelick

    so i guess 14 hours from kl to london wont be any entertainment at all then?
    what about plug for handphone charging?

  • Timotius Gerrit

    Dear Azran,
    Thankyou for the airline security explanations, well noted. Sorry for the out of topic question, pilot seats really different from passanger seats, it never changed and full-lie-flat bed haaha. Gudday mate!

  • Diana

    Thankyou Azran, I was woried about not being notified of flight changes and it seems this is happening. My booking my 3 children are under 16 ( 15 x 2 and 13
    for Melb to KL NE8LPE shows as confirmed and its departure is showing as 10.10 am 16th Oct. But your website shows the same flight as leaving at 10.35 am.. I have not be notified at all of any changes.. how am I supposed to trust confirmed bookings and be at airports on time when changes are made but passengers are NOT notified ? Which is correct, my booking or the schedule online ? Also will the flight Melb to KL have the Xcite entertainment onboard?
    Do you have to be 16 and over to book the extra legroom seats.. my 3 children are ( 15×2 and 13) but they are 180cm minimum and I am 183cm..

  • Diana

    Many thanks Azran, I cannot thank you and Roshayu enough for all of the help you have given me. I am positive this level of service would never be available with another airline. I am truly grateful to you both.

  • Tan

    Dear Azran
    Just got back from our 1st trip on AirAsia X to Tianjin. Our next trip is to Gold Coast in Oct where we have already booked the hot seats because my hubby is tall and big. We noticed that the hot seats have fixed arms and the widths of the seats seem to be narrower. Am I wrong? If that is the case, will I be able to change my seats to normal seats? The extra leg rooms is great but no good if the arm rests can’t be move. Please advise. Thanks

  • Azran

    Dear Tan,

    With our new seats from 2010, all the seats have the same width, even the hot seats.

    The seat arms are still fixed because of the meal tray that has to be stored.

    The extra legroom is well worth it.

  • Brenda

    Dear Azran,
    We are flying CHC-KUL in July and I paid to select our seats at the time of booking. If I wish to change these seats to same, same but different location in the plane, do I have to pay again?
    Thanks.

  • Azran

    Brenda, you can change your seats without additional charges online – from My Flights -> Manage My Booking.

    Extra charges only if you change and upgrade from regular seats to the extra legroom hot seats.

  • Gokula Krishnan

    Dear Azran,

    Kudos to all of you in AA, in making this airline to be what it is today. I still remember flying the older Air Asia those days during university in unimas, back in 98,99. WoW. Livin abroad now, i have spent the last 8 years flying on work, to dozen countries on myriad of airlines. A little tired of flying actually.

    I am a 6 footer and seing AAX having “real” premium seats is certainly great to know. HOwever, i would like to get your feedback on the economy class configurations on AAX flight. Almost all the A330 series i have sat on, have a 2-4-2 config,which is normal of such arlines. AAA has packed a typical B777 seat layout on an A330. How do you guarantee comfort on economy? Is there any compensation mechanisms done for this? Example, EK cramps 10 seats on its 777, by custom building all gear within the interiors to meet the very very narrow aisles. They still give a 32″ pitch which is “fair”

    What kind of seat comfort can i expect from AA if i do fly economy?

    One more thing, living in UAE, i loved it when you guys flew the Air canada A340′s. Flew premium a few times, sadly it was stopped. Any plans to get back into UAE? We know both EK and EY are killers but we would love to see a Malaysian carrier take them on, i dont think MH has the calibre to do it..its still stuck between “wanting to be premium” and offering very poor product offering in return!

    Keep up the good work. looking forward to seing you guys back in UAE soon.

    Gokul

  • Azran

    Dear Gokul,

    Yes, we also use narrower aisles.

    Our seat pitch is 31″, (31 and 32 for A340s) – that’s similar to a number of full service airlines.

    The best thing is to check out passenger comments on Skytrax. Since we’ve changed our seats, we’ve not had complaints on seat comfort.

    All the best!

  • Katherine

    HI,

    I will be flying from Singapore to London in early december (via KL). I am trying to work out if all seats have power points for charging laptops? Will I need an adaptor?

  • Azran

    Hi Katherine,

    Our KL-London AirAsia X flights only have power sockets on the Premium Flatbed seats.

    Although we are working on new developments, there are no power sockets available for Economy seats currently.

    You may want to consider gettting portable power units for your trip (e.g., powertraveller.com)

  • Chandra

    Hi Arzan

    I intend to fly Air Asia for the first time and hope to fly Melbourne to Mumbai via KL in January 2012. I have looked at the premium flat bed option.Will the flat bed be available on both legs of the journey? Are sockets for charging Iphones/Ipads available?

    What are the dimensions of the flat bed and can they be moved to positions of half incline and normal siting position too?

    Many thanks

  • Robyn

    We will be flying KL – Paris next month. This will be the first time we have flown Premium and are really looking forward to trying the flatbed seats. With a daughter and grandchildren in France, we make this trip 1-2 times a year, and as you say, its not the champagne, cuisine and lounge we are after, its comfortable flying. It seems to good to be true, especially with the electrical sockets. Will we need adaptors??

  • Azran

    Dear Anonymous and Robyn,

    Our Premium Flat Bed seats do not need any additional adapters. They are ‘universal’ sockets, so you can use UK/US/Europe/Australia pins.

    The seats of course can be adjusted for normal seating positions and ‘half-recline’. They are the same business class seats as any other modern full-service airlines.

    77″ from head-to-toe in full-recline position.

  • Michael

    We’re flying MEL-KUL in March 2012 and have booked bulkhead hot seats 7J & 7K. Can you tell me how much extra legroom these seats have compared with exit row seats further back the plane such as 15J/K or 35J/K.

  • Azran

    Dear Michael,

    A picture tells a thousand words. Check out the hot seat pictures in my other blog posting on ‘Hot Seats! Extra Legroom on longhaul AirAsia X flights’.

    You can’t compare legroom of row 7 vs rows 15/35. 15/35 have an expansive unlimited legroom. Row 7 has significantly more legroom than regular seats, but not enough for legs to be horizontal. But it has a much better ‘upfront’ location.

  • Paul Jimmy

    Hi Azran,

    Just wondering, what’s the fate of the 2 A340′s? How many years did you sign to lease them from Air Canada?

    9M-XAB seems to be re-leased to Air Algerie, are the interior retained?

    9M-XAC, now that’s a beautiful livery with the “eye patch”, what becomes her?

    I’m just glad to have flown with both of them to STN and back.

    On the other side, can’t wait for delivery of A350′s, mind sharing which variants you’re getting? When are they coming? And would you dispatch them to USA, please…

    Cheers,
    Paul

  • Hoi Hee

    Azran,

    While passengers who buy the lie flat seats enjoy good sleep, those who do not still suffer tremendously on long haul flights. I recently came up with an idea to improve that. Is there a way I can contact you via private e-mails?

  • Azran

    Paul,

    The A340s are not in scheduled services but used for various leases. Can’t disclose lessees.

    A350s are -900 variants. Not sure when the dates will be since the aircraft is not even in production yet.