Author: Karenmarie The perfect holiday would be the ones that are planned in advance. I mean, I do believe in the spontaneity thing, where you just go with the flow, but without proper planning of what to do, where to eat and especially what to wear, we’ll end up wasting a lot of time and […]
It was 1055am 4th April 2007, when I boarded AK900 Air Asia flight bound for Bali…but not after a minor exciting altercation with a potential albeit unreasonable “new” client and countless of other last minutes business “matters” to settle with before enjoying a trip much needed and already once cancelled due to my work commitments. So…finally, off we soared through the airspace to reach the Bali of my dreams from my Big Blue Marble days.
A sigh of relief, but not yet, it would seem, my inaugural flight experience with Air Asia, will be a bit of a culture shock…it was a flight full with holiday makers and there was a moment of anxiety, what if there were no more seats left, it sure seemed that way as we make our way down the aisle. The crew just stood by the wayside whilst passengers scurry down the narrow aisle scrambling for seats, okay, that was the deal; we pay low fares and we do most of the work ourselves. We finally got our seats after deciding that the smart decision will be to split up. But an incident with the crew made me rethink the low fare deal. Yesterday (one week after our return), Mr Tony Fernandez said Air Asia wants to play big league and in the international arena, which is why he associates Air Asia with Manchester United and also with F1. He is also glad that of late Datuks and ‘hotshots’ have also seen the value of Air Asia and have begun taking Air Asia flights. But my little incident with the crew members made me wonder if the corporate direction of the company is understood by the entire organisation. I write out of concern for Air Asia as Air Asia to me epitomises a corporate branding and business success worthy of certain national pride. The tag line “Now everybody can fly’ literally meant that the corporate direction is that all social class, creed and race can now fly, which means that unlike past glory days of serving in the air, it is not just for the elite and educated but everyone. My encounter with two rude crews shrieking to me about not switching off my hand phone as I was finishing a last SMS (guilty) is not to me good customer service by any standards. I am sure that the crew has to deal with all types of people and it is probably a real “pain” sometimes. But they need to learn respect for their profession and for me to pointedly tell off stewardess and steward to say “please” in their request, which I understand is their job is definitely a first. They need to learn to handle customers better and not come with judgement that because they pay cheap fares they can be treated as second rate.