If this is true, AirAsia should give the passenger options to choose. AirAsia should let the customer choose whether to put them on Malaysia Airlines or Air China flight without additional charges, or full refund. This is good for both AirAsia and the passengers. If AirAsia didn't do it, the reputation and image of AirAsia will be affected.

Dear Airasia,

I'm terry from Kota Kinabalu, sabah. I would be flying to Tianjin around april 2010. Let say, I'm flying from Kota kinabalu to Kuala Lumpur to catch a Tianjin Flight. Eventually, there is a flight cancelled notification as it above, Are we able to get full refund on the on the ticket puchase. BKI-KL-Tjn-KL-BKI. Await your soonest reply.

I am totally disgusted and tire with all this sudden change in schedule and cancellation.

I have booked on KUL-TJN flight in January 2010 during the promotion period. While they provide full refunds on the airfares, what about the costs I have incurred in making travel plans in China? ie, domestic flights, hotel bookings and etc?

They for commercial reasons, suspended the flight and this leave us in hundreds dollar of losses for bookings that we have made with China tour agent.

As a matter of moral and ethics, at least they need to rebook us on other flights to nearest city of Tianjin.

Absolutely true. Air Asia needs to give guests options of either flying on other airlines or they may opt for full refund.

Put yourself in my shoes - I have booked domestic flights from TJN to other cities in China, who's going to reimburse the costs of my domestic flights?

I have planned the domestic trips after I have been lured by the low fares campaign, booked and paid. and now for commercial reasons, they suspended the flights.

Since the number of passengers flying on the KUL-TJN is low in number, please ensure you book guests onto other flights. it's your duty to ensure guests get to their destination. Else, you're indifference to other scam business type.

You launch the route, collect money upfront and if there is enough number, you make money and you'll fly. Now you launch the route, collect money from us, and number not enough, decided to refund and call it over.

Please have some conscience!

For the Kuala Lumpur - Tianjin route, why don't AirAsia follow what Malaysia Airlines had done for their Kuala Lumpur - New York route?

Although Malaysia Airlines suspended the Kuala Lumpur - New York route, but they did give passengers option to switch to KLM flights without additional charges. This is a good thing to be learnt by AirAsia. AirAsia should follow the same for the KL - Tianjin route.

So, AirAsia, since now I have a return ticket KL - Tianjin, Nov 21 and back on Dec 25, should I buy the Tianjin - KL from other airlines, and wait for your full refund later?
Is the full refund a full cash refund?

AirAsia , I'm unhappy because I was not notified by email or sms for this cancellation, what if i did't know till the last minutes, that will cause me a lot trouble. I really hope Airasia can improve on this matter, as nominated as airline of the year to achieve better height.

We have booked the KL-Tianjin flight 10 months ago. We have also booked the Penang-KL domestic flight for transit,paid the money for visa, booked the hotels .We don't want to cancel our trip.
Airasia should give passengers option to switch to other flights without additional charges. We don't want full refund. Its your responsibility to get your passengers to the destination.

Dear all,

Thank you for your valuable feedback.

To answer your questions above:

We are progressively informing affected passengers of the cancellations via sms-es, emails and phone calls. If you have yet to receive any of the above notifications, it's because we are progressively informing passengers, starting from 23rd November 2009 onwards.. you should be receiving your notification soon, unless you have already contacted our call centre, sales counters, etc.

We are unable to offer alternative flights on other carriers as we do not have any alliances with other airlines.

However, we are offering guests affected by the cancellations the following options:
• Full refund of monies paid
• Possible to move to a later flight of their choice (from February 2010 onwards)
• Move to any other AirAsia X destinations, namely, Hangzhou, Chengdu, Taipei, Gold Coast, Perth, Melbourne and Abu Dhabi at no additional cost

Refund methods
• For bookings made via credit card - refund will be made directly to the credit card
• For bookings made via direct debit/cash - refund will be made to guest bank account

However, we regret to inform that we are unable to compensate guests any further. Should guests require a letter confirming the cancellation to be provided to their travel insurance provider, please drop us a note here with your booking details so that we can forward the same to you.

Thank you
Sumitra
Operations Manager
AirAsia X

Dear Sumitra,

Can i Have your confirmation. is your full refund cover flights from east malaysia. as we are taking return flight from KK to Kl

or Can we change our flight KK-Kl flight to accomodate your 3rd option as to choose whichever airasia x destinations at no addtional cost.

Await your soonest reply.

terry

Hi Sumitra,

Because of the Tianjin flight suspension, 3 of my flights from AirAsia will be affected since I am not able to travel to Tianjin now. They are namely:

1) Kuala Lumpur to Tianjin
2) Hangzhou to Kuala Lumpur
3) Kuala Lumpur to Singapore

Will I be refunded for all the flights then?

Thanks
Chee Keong

Dear All,

I have a group of 10 people which already book and paid for travelling included accommodation because of the cancellation of flight, I have to rearrange everything.
For the information yesterday I already do live chat at the web and they told me that I can change the date.
My problem is they ask me to call your customer service but really disappointed because no one pick the phone for the whole day included today only can heard voice machine messenger.
Please once again give me other option to call you and clarify the matter.

Thanks and regard,
Juhaida

Dear Sumitra,

I already bought 8 ticket from LCCT to Tianjin from 4/12/09 until 11/12/09.We are very upset with the announcement. Air Asia should make an official announcement inside the website rather than in this blog.It is not fair to us as we already bought the ticket, booking the ground tour and some might already bought the hotel online through the hotel's w ebsite.

With reference to your statement, Air Asia is offering 3 type of refund method. My question is :

If i choose Option 2 : Possible to move to a later flight of their choice (from February 2010 onwards)
- Can we choose our seat? This is because we already paid for 'PICK A SEAT' service.
- When can we choose the date?And when is the last date?

If i choose OPTION 3 : Move to any other AirAsia X destinations, namely, Hangzhou, Chengdu, Taipei, Gold Coast, Perth, Melbourne and Abu Dhabi at no additional cost
- Is this mean that i can travel to the stated destination on the same date?What if i want to change the date? Is it possible and is there any extra charges?

Please give the confirmation on this matter. Air Asia should give some kind of notice, email, etc on this announcement.

Waiting for your confirmation.

Let me give my comments.

Some Low-Cost Carriers in this world have code share with some other airlines. This is also a good thing should be learned by AirAsia.

If AirAsia don't want to code share, then at least co-operate with other Airlines, so that any affected guests of your canceled flight can switch to other airline without additional cost.

I think Spring Airline, a low-cost carrier in China, is welcoming AirAsia.

I know that AirAsia want to keep operating cost low, but this does not mean AirAsia has the rights to abandon the feeling of the passengers, making them face losses for the paid hotel and other fees.

If you are AirAsia's staff, I hope that you can imagine that you are one of the affected passengers, imagine what do you feel if your face losses for the money paid to the hotel.

And, not only passengers. The travel agencies also face losses for your decision to suspend the route. How will AirAsia compensate the travel agency?

Dear Sumitra,

Initially, i was very upset with the flight cancellation. Then on further thoughts, i am glad that
1. Airasia has suspended the flight due adverse weather condition. Otherwise, we would have been strained in Beijing with the current weather there.

2. I am indeed impressed with Airasia's offer. I am inclined towards Option 2 or 3. I definitely want to go to Tianjin on another date at no additional cost or even Airasia X's other destination.

I am a happy man again !! Thanks

I think that the admin of this forum is blocking most of messages. I do not belive that so scandalous situation is not intresting to clients of AirAsia.

It's more outrageous that AirAsia still do not send to passengers the notification about suspend Tianjin service by e-mail or sms.

Hi Sumitra,
I am also extremely disappointed that our booked flights to Tianjin in Janurary have been cancelled. We booked tours, hotels and transfers in Beijing many months ago and now we may not be able to go. I contacted Air Asia in Australia to try to arrange flights from Kuala Lumpur to Huangzhou instead and was told that I would only be able to receive a credit voucher or refund. However, this is contradicting the information you posted above, giving us this choice for no extra cost?
I really believe that this is the least that Air Asia can do for us. (Even then I will still have to arrange flights from Huangzhou to Beijing, which will add greatly to my cost and also cost us extra time lost whilst waiting for flights at airports etc.) I would greatly appreciate your response and hope that you can help us. Also, to date, I have not yet received any personal notification of this cancellation.

The thing is the approach AA has been taking and is still taking, is wait and see. They are still promoting the flight route but it must give them return otherwise they would use this roguery cancellation.I think if AA just cancel the route completely because of losing money, it is still alright.
If this is just their business model, I would say they risk long term development from the short term gain.
I will wait to see the destination of AA.