On Friday (16/10) morning, I received both SMS and e-mail from AirAsia, to inform me that my and my family’s upcoming Indonesia AirAsia’s QZ 7785 flights (same flight on different dates) from Singapore to Jakarta on December 2009 are being rescheduled from 12:40pm to 5:45pm. There seems to be a re-timing exercise affecting this specific flight number and all QZ 7785 flights after 25 October 2009 are affected.
I immediately logged in to AirAsia’s website and tried to change my itinerary to an earlier flight for the day using its “Manage my Booking” function, however I would have to pay S$40 “change fee”. Luckily, there were some other Indonesians in Singapore who had also purchased tickets for some future QZ 7785 flights and were affected by the same problem, and they were kindly enough to share their experience in Indo-Sing mailing list. They mentioned that if we call their call centre to request for a change to an earlier flight due to this re-timing, they will process it without charging the $40 change fee.
That’s good news! The only problem is that it was very difficult to call AirAsia’s call centre number in Singapore on that day. I tried calling the number (630 77688) since 10:30am in the morning and I kept on getting busy tones. I eventually managed to get in touch with them at around 3pm in the afternoon, and I immediately lodged my complaint about the change of schedule and requested for a change to an earlier flight, free of charge. He requested for the booking codes and I gave him.
The call centre staff then gave me a Service Request Number (SRN) and was transferred to their support staff. They put me on hold for quite some time (I think close to 5 minutes) before a support staff then took my call and request for the SRN. After I gave him the SRN, he then processed the flight change (for both myself and my family, who are on the same flight but different date) and informed me that I will receive an e-mail containing the new itinerary within 15 minutes. Yay! :)
Less than 5 minutes, I received the email with the new itineraries, and immediately print them. Just to make sure, I went back into the “Manage my Booking” function on AirAsia’s website to check the booking, and it’s confirmed that the flight has been changed to an earlier flight (10:30am) for the day, for both booking. I am a very happy AirAsia customer now.
Thank you, AirAsia. :)