Very disappointing customer service
Very disappointing customer service and booking experience I am extremely disappointed with the way AirAsia MOVE handled a simple baggage and booking issue. During the booking process, I selected an additional 5 kg of checked baggage for one passenger, at a price of only EUR 1.60. However, due to what appears to have been a problem with the booking system, this additional baggage was not reflected in my booking afterwards. I contacted AirAsia customer service several times to explain the situation. Instead of simply adding the 5 kg that I had already selected, I was offered an upgrade to 25 kg for both passengers, at a significantly higher price. I clearly explained that I only wanted the additional baggage for one passenger, and that I had already selected the 5 kg option during the original booking process. Eventually, AirAsia upgraded the baggage allowance to 25 kg, but I was still asked to pay an additional LKR 1,260. And unfortunately, the problem did not end there. When I finally had to make the payment, the total price had increased by approximately EUR 10 compared with the price I had originally been expecting. So, when looking at the final situation, I ended up paying around EUR 10 more than the price that can now be calculated for the booking, while also having to pay an additional baggage fee for something I had already selected during the original booking process. I want to be clear that the amount of money involved is not significant. My dissatisfaction is about the principle and the way the situation was handled. I had selected the baggage option during the booking process. It then disappeared from my booking, apparently because of a technical or booking-system issue. Instead of simply correcting the error, I had to spend time contacting customer service, explaining the situation repeatedly, and ultimately paying additional money. I travel regularly and have never experienced such a frustrating situation with an airline over such a simple issue. What disappoints me most is not the EUR 10 or the baggage fee itself, but the feeling that the customer has to bear the financial consequences of a problem that appears to have originated from AirAsia's booking system. This experience has seriously damaged my confidence in AirAsia MOVE, and I will think twice before choosing AirAsia again in the future.