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Airline Complaints, International Airlines Consumer Complaint About Flight, Air Asia, NEW DELHI


Complaint ID: 14322 2011-04-20 Posted by: SUVASHIS HALDER


Post a Similar Complaint!

This note is to highlight the highhanded approach by AirAsia staff at the New Delhi airport which robbed me not only of a long cherished family holiday and significant financial losses but also has traumatized my family.



I planned a family vacation to Thailand with Air Asia on 13Apr11, and was supposed to take the Delhi-Bangkok flight FD3797 and had made all arrangements and bookings in this regard.



Prior to making all bookings I realized that my daughter’s passport expiry was 10Oct11 which would not meet the 6-month passport validity (travel date 13Apr11), as required by the Thai Immigration policy. I therefore approached the Visa issuing authority of Thai Embassy in New Delhi (VFS Global) to seek clarification whether they would allow her to travel since the 6-month condition is not getting met by just 3 days. The Thai Visa issuing authority promptly reverted in writing that the 6-month validity applies from the date of application of the Visa and requested us to take the Visa by 5-6Apr11. Based on this confirmation we applied and got all our Visas on 5Apr11 and made full payments for our hotels at various locations.



On the day of travel (13Ap11), AirAsia Managers at the Airport refused to issue Boarding Pass to my daughter sighting that the passport validity clause of 6-month is not met in her case and therefore they will not allow her to travel. I pleaded and explained the clarifications given by the Thai Visa issuing authorities but they refused to acknowledge the same and stated that it is an airline rule and they are not bothered what the Visa issuing authority had to say. I wanted to speak to someone senior, which I was not allowed to. I thereafter approached the Immigration Officials at the Delhi airport and explained to them the background and showed them the passport. They readily accepted that the Passport/Visa was fine and they will not have any issues on allowing my daughter to travel. I came back to the AirAsia duty Manager (Ms Avantika), explained what the immigration officials had to say, but she was adamant saying that she would not be guided by what the Immigration officials had to say, she stuck to her decision of not issuing a boarding pass to my daughter. We pleased for help and to speak to someone which we were not allowed.



Our holiday ended at the airport at midnight of 13Apr11, leaving us drained, distressed, shocked and humiliated at the helpless situation.



I wrote to all possible people including AirAsia and VFS Global (Visa issuing authority) late that night. VFS Global spoke to me the next morning expressing shock at the unheard incident. They promised to do a full enquiry and revert. AirAsia has not reverted yet.



I seek justice on the following grounds :



An airline is a carrier and how can their internal rules supercede a valid Visa ? If the Thai Embassy decides to issue my daughter a Visa, how can an airline refuse her to travel ?
In case AirAsia is so stringent on the 6-month passport validity clause, why did the AirAsia portal issue the ticket to my daughter after validating her passport expiry details ? This is duping ignorant customers !
Why did AirAsia staff did not pay heed to the Visa authorities and the Immigration authorities ? Is the airline beyond all the other authorities?
Who will pay for my losses ? AirAsia is a no-refund airline, but here they have refused to allow us to fly. Incidentally I lost more that Rs 1.1 lac in all my hotel and airline bookings. Incidentally I did not get a single refund from any of the hotels where I paid in full.
And finally what is the truth ? Can an airline devise her own set of rules separate from the Visa rules ? If so how do they issue tickets and then not refund ?




Request to view the following link which very clearly states the 6-month validity clause :



http://www.vfs-thailand.co.in/images/VISA%20APPLICATION%20INFORMATION%20SHEET.pdf





I have been duped by AirAsia and seek justice !









Suvashis Halder

Chief Operating Officer

Chinatrust Commercial Bank

New Delhi, India



Tel : +91 9999929355


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Date: 2012-01-09 by advisor
You have taken a huge risk and paid for it. In future Do not try to deviate any rule , even if it is a few days. Good lesson learnt.

Date: 2011-09-24 by tonyfernadecisive
Dear Sir
I am sorry you were distressed perhaps you need to more carefully read the terms and conditions you agreed to whilst booking.
If you are not competent to do this I recommend you use someone who is ,can write correct English or an authorised travel agent.No such mishaps occur with Singapore airlines.If you try and save money by self booking ensure you have the language skills and ability to read and understand acontract.
I hope this experience will not dissaude from visiting The Land of Smirks on a full fare airline.

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