Stick Bills™

Suggestion #1

E.g. Air Asia customer service!!
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Dear Sir/Madam, I am writing to you with feedback following my two Air Asia flights yesterday on 3rd March 2010. Yesterday I travelled on Flight FD3617 from Phnom Penh to Bangkok at 16:55hrs, and subsequently on Flight FD3240 from Bangkok to Chiang Mai at 20:40hrs. During both flights I was highly concerned about the poor level of spoken English by your cabin crew, specifically during the Safety briefing. I understand that the Safety Briefing is a legislatively required and essential part of pre-take off preparation. Unfortunately on both flights, the crew members’ spoken English language was so poor that we could not understand a word. The briefing was spoken very hurriedly with barely a breath between words. We were however, not in a rush to take-off. We were unable to distinguish when the crew members changed language from the Asian language spoken (perhaps Thai or Khmer?), to English and during the first flight, my husband and I could only comprehend 3 consecutive words at the most. I understood “seat belt sign” as “seeeh beaa saaah”. The second flight was marginally better with us able to distinguish up to 4-5 consecutive words. However the majority of the briefing was completely impossible to understand. While I am a frequent flyer and have sat through many safety briefings, I found it very disconcerting to not be able to understand the staff. I understand the safety briefing is important in ensuring that passengers know what action to take in the event of an emergency. One common sentence spoken frequently on other flights I have taken is; “in the event of an emergency, please follow the instructions of your cabin crew”. From my experience of Air Asia flights so far, I have little confidence that this would be possible and I fear this would ultimately risk lives if English speaking passengers were not able to effectively communicate during an emergency. I was extremely concerned to find that Air Asia appear to not take this safety briefing so seriously as to ensure that the crew members can speak comprehensible English. I strongly recommend you pass this complaint to your Human Resources department in order to feed into their recruitment and training processes. As a business person myself, I can assure you that it will be of high concern to your Directors, especially if it is impacting the integrity of the Air Asia brand. The poor level of English definitely does not make your passengers feel reassured. Having read Air Asia’s core values, I find it highly ironic that listed first is “Safety First”. This has definitely not been communicated in the experience I have had. I addition to providing you with good feedback for your business, I would like to make clear my personal perspective. The experience has damaged my view of your business and I feel that the concerns highlight that you don’t value me as an English speaking customer. I have more flights to book around Asia for both my husband and I, before our return to the UK at Easter. I would appreciate any explanation and/or gesture of reassurance that would convince me that it is worthwhile to continue using Air Asia. I look forward to hearing your response. Best wishes,
Ms Hill. (London, UK).
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Dear Ms. Hill,
Thank you for emailing AirAsia. In response to your email, the level spoken English of cabin crew on flight FD3617 on 3 Mar 10 PNH-BKK and FD3240 on 3 Mar 10 BKK-CNX. We apologize for any inconvenience caused and we valued your feedback. We have forwarded your concerns to the relevant department for further improvement communication skill and slow down when conduct briefing especially safety briefing.
However, we would like to explain you that the safety briefing given to passengers especially, for passengers who are sitting a bit far away from the briefing scene, might be disturbed by the noise from surrounding. Thank you again for your comments and we look forward to serving you again in the next opportunity given.

Sincerely yours,

Orapan Thorathep
Guest Support Team

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Suggested By: Becky Hill [ ]