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Saturday, May 31, 2008

The On Going Battle

We were hoping RBA can compensate daddy on the Airasia ticket that he bought due to the reason here.

He sent in the email on the 16th May and on 21st the reply was as follows :

Dear Mr. Thoo

Thank you for your email highligting the inconvenince you had experienced as was not accepted for check in to flight BI874, 10th May 2008 from Kuala Lumpur to Brunei. We are always concerned when the expectations of our passengers are not met. Your feedback plays a vital role in the highlighting any problem areas and enables us to focus our efforts on improvement

May we take the opportunity to explain that the check-in counter for Royal Brunei Airlines passengers at 1120hrs whilst for passengers without baggage, the closing time will be extended to 1150hrs. We regret that they are not able to accept you for check-in at 1205hrs due to the reason previously mentioned.

We had made immediate investigation and revealed that our Check In counter at KLIA for flight BI874, 10th May 2008 was closed at 1240hrs, 35 minutes before its departure time and further delay on the departure of that flight would result in our airline incurring cost. For your kind information, check in counters for our passengers normally open at least two hours prior to departure and close within 35 to 45 minutes before each flight's schedule departure time as to allow final process on flight documentation, passenger and security clearance.

Our airport staff also confirmed receiving your call and alternatively had offered you to travel to the next available flight however you chose to travel with other carrier. We also apologise if they are not able to attend to your call earlier as obviously they are not available at the officer due to attending passengers at the check-in counters, arrival and departure gates. We sincerely apologise if you felt the services provided by them were unsatisfactory, when at no time these were their intention. We find they were just following the customer services procedures and without reasons should they act on their own to practice any discretion.

We hope we have clarified the matters. May we once again apologise for the distress experienced. Nonetheless, we would like to reassure you that any constructive feedback with respect to Royal Brunei Airlies services is highly welcomed. We hope these incidents will not you from travelling with Royal Brunei Airlines again in the near future.

Yours sincerely
For Royal Brunei Airlines Sdn Bhd


Before daddy received this email, their customer services staff mentioned that there were remarks in the system informing the RBA check in counter staff that daddy called and he was already on the way. So why do they choose to IGNORE it?

...... alternatively had offered you to travel to the next available flight however you chose to travel with other carrier.

Of coz daddy choose to travel with other carrier, the next available flight is the following day. Does that mean if daddy chose the next flight RBA will bear his cost of staying another day?

We hope these incidents will not you from travelling with Royal Brunei Airlines again in the near future.

(they have missed out the word "STOP" in between the line) I will definately remind daddy to avoid RBA in future. We rather go through MAS or AirAsia. At least we don't need to pay a fortune and get lousy services.

Since daddy received this email, he has tried to call RBA uncountable times. We don't understand why there is no one answering the calls. Daddy emailed them to request them to return call but he did not recieve any reply.

He emailed the customer services officer again on the 23rd to request for an appointment to see the manager. RBA replied and said that daddy can come anytime between 2 pm to 5 pm.

Few days later, daddy called to make appoitnment and the manager was on emergency leave. Is either daddy is not free or this woman is forever not around. Daddy spoken to her staff and made an appoitnment to see her on Tuesday.

We shall see what happen next.

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