I traveled from Goa to Bengaluru through AirAsia last month along with my daughter. Booked the tickets through MakeMyTrip. My daughter always wants a window seat so I prefer to do web-check in usually because you get to select the seats before hand. A day before the flight I logged into the airasia site to get my boarding pass. Seats are usually pre-selected at random when you book the tickets. So while I was looking at the details of my ticket I found that my daughter and I had been given seats away from each other. I was at 22A and my daughter was at 21A and in both rows the two seats besides us were booked. The flight was practically empty and they randomly gave us seats next to occupied seats. I decided to change the seats and to my surprise I saw that you have to pay Rs.100 for a normal seat change. Since the seats next to our assigned seats were already occupied I would have to change both the seats. I wanted the seats changed so paid and got it done. I wrote a complaint in their site stating that when I booked the seats together and have mentioned that I was traveling with a child they should have assigned seats together for us. I got a reply to my mail after 2 days which stated that their staff gave me seats while check-in in according to standard policy and they were not rude about it, etc, etc which made no sense because I never interacted with their staff for the seats. Probably did not read my mail properly and there was no way I could reply to their mail since there was a ’Please do not reply to this email thread’ written below that. The flight was delayed by an hour due to fog that day but once it took off they reached Bengaluru in an hour. I tried to take some food from their in flight menu but half the things were not available.
One way of our trip was via Indigo flight and I did web-check in for that flight without any issues. We were given seats together but it was not a window seat so I changed seats without paying any extra money.
AirAsia is a low cost flight so will not complain about its food and all but their customer service needs to improve. When we book seats together the least they can do is assign it together. Read the complaints properly while replying to mail and provide a proper channel to communicate such grievances.
The flight journey was without any issues so will recommend.