AirAsia Zest Flight Review: Manila to Kuala Lumpur

It was the morning of July 31, 2014 when I arrived at the Ninoy Aquino International Airport (NAIA) Terminal 4 to catch a flight from Manila to Kuala Lumpur, Malaysia via AirAsia Zest. It was my first time to use this carrier for an international flight and sadly, I would say that my expectations were not met. The AirAsia Group has been proclaimed as the ‘World’s Best Low Cost Carrier’ for the last six consecutive years. However, their Philippine affiliates are still in need of much improvement before being worthy of that title.

PRE-DEPARTURE

The international departure entrance at NAIA Terminal 4 was crowded with people constantly lining up outside just to get in the terminal because the space inside is very limited. Once you get in, the mandatory security check is performed and passengers are guided to pay the travel tax of Php 1,620, which foreign visitors are exempted from paying. Afterwards, passengers line up for check-in.

As with other airlines, the web-check in was available for this flight but no counter was allocated for people who had availed of this service. I asked the AirAsia ground crew if they would open a dedicated line and I patiently explained to them that it was more convenient for passengers (especially me) to just drop our bags. However, the agent responded that there would be no counter for web-check in as only 3 counters were available for me to drop my baggage. I lined up at exactly 4:20am and was consistently tweeting @AirAsiaPH to show pictures of the crowded terminal. Terminal 4 is horribly inadequate with no live flight information display panels and check-in baggage is manually handled by AirAsia ground crew rather than using conveyor belts.

I reached the check-in counter at 5:00am and was assisted by a member of the AirAsia ground crew who had just assisted two elderly people with their excess baggage. To my surprise, I observed that the female agent was not helpful, patient, or empathetic to the elderly passengers. I was standing in front of her doing my check-in and she suddenly blurted out, "Naiinis na ako sa dalawang matandang ito, hindi marunong umitindi. Eh inililipat mo lang sa kabilang bag, dapat doon sa kabila." ("These two seniors cannot understand what I mean. They keep on transferring their stuff from one baggage to the other.") Without excusing herself, she interrupted my check-in, turned her back on me, and went back to the elderly passengers to explain in an impatient tone what they needed to do with their baggage. Then she abruptly reappeared to finish my check-in. As I passed by the two elderly passengers, I overheard the man say, "Ang hirap naman sa pasahero. Senior na nga kami tapos ganito pa." ("This is just so inconvenient. We are already seniors and we need to experience things like this.")

Copyright Photo: travelling_bk/PFN
The impatient AirAsia staff member that was not helpful towards
the two elderly guests.

It was nearly an hour before I reached the line to pay the terminal fee of Php 550 and I could still see the two elderly folks fixing their luggage. When I was about to line for immigration, I saw the old man approach the AirAsia agent once again to check again if the weight of his luggage was already good. She impatiently explained once again what they needed to do in the same raised tone of voice and literally turned her back on them to finish her check-in duties. As my passport got stamped by the immigration officer, I turned my back to glance at the two elderly people now being helped by a security officer to get their luggage down to the required weight. It was painful to observe this AirAsia agent put these elderly guests through such an exhaustive and frustrating experience regardless of who was at fault.

The pre-departure area for international flights at NAIA Terminal 4 was as limited in size and amenities as the check-in area with just a make-shift snack bar to the right of the boarding gate. As I finished buying my coffee, I saw the elderly passengers walk into the waiting lounge and sit in the front row of seats. The boarding of the aircraft started at 6:30am, which was 20 minutes later than the expected time for boarding. Since it was raining, we were not asked to walk on the ramp but were instead brought by an AirAsia bus. The aircraft that they used was the same as the one I had reviewed on my Puerto Princesa flight. It had the old Zest Airways livery and carried the registration: RP-C8990.

IN-FLIGHT

The flight departed at 7:15am, which was 35 minutes later than the scheduled time of departure. I cannot really say much about it because air traffic congestion at NAIA will likely be blamed. Several minutes after departure, the seat belt sign was turned off.

An announcement was later made that people who had pre-booked hot meals would be served first, followed by the other remaining passengers. The pre-booked meal cost Php 135 online and if bought on board, it would cost Php 200.

I opted for Korean Beef Stew and was surprised that it comes with a complimentary strawberry yoghurt. It was good for a quick breakfast and I would say that the taste was not as bland as I expected. After eating, I found the time to check out AirAsia's in-flight magazine, Travel 3sixty.

It was still the July issue and it had more interesting topics compared to Cebu Pacific’s Smile Magazine. However, the in-flight menu was missing, even at the empty seat beside me as well. There was nothing much to review of the cabin crew's performance but I noticed that trainees were serving us. They just patiently followed the seasoned crew members on how to assist guests during the flight. After about three and a half hours, we landed later than scheduled at Kuala Lumpur International Airport 2.

FINAL RATINGS

Check-in Process (1/10): AirAsia has only 3 international counters at Ninoy Aquino International Airport Terminal 4 and nothing has been designated for web check-in passengers.
In-Flight Entertainment (N/A): As expected, no IFE as this is a low-cost carrier.
Food (7/10): The food had taste and it was still hot when it was served to me.
Cabin Crew (8/10): I felt that the cabin crew were confident in assisting guests during the flight.
Baggage Handling (2/10): I gave this score not because my baggage was lost, damaged or stolen, but rather because I want to see my luggage handled upon check-in by a conveyor belt, instead of an employee.
Seat Comfort (7/10): As expected with any low-cost carrier.
Overall (5/10): Gave this score due to the pre-flight encounter with the AirAsia ground crew.

I would definitely say that AirAsia Zest would be my last option if I was to fly again on an international flight with a low-cost carrier. They did not offer the convenience or seamless experience at the airport that I was expecting from checking in online in advance. It was a good thing I headed early to the airport. In addition, the incident that I observed with the elderly couple was disappointing from a customer service standpoint and should be addressed by AirAsia Zest management. I certainly hope that a video will not be necessary just to prove my point. Although web check-in guests are not accommodated on international flights, I certainly hope that passengers that take advantage of AirAsia's new Premium Flex service will be accommodated accordingly by AirAsia's Philippine subsidiaries.

-Travelling_bk

Pictures of Kuala Lumpur International Airport 2 (Low Cost Carrier Terminal):

Copyright Photo: travelling_bk/PFN
That is how far you need to walk from the gates. This shot was
taken at the bridge connecting the two bays of KLIA 2.

4 comments:

AnonymousAugust 17, 2014 at 2:58 AM
After airasia phils aquired zest air they become poor as like zest air. Maybe those ground crew are former zest air employee. They also had the oldest airbus fleet in the phils. And seems zest air dsnt manage their fleet well. Last aug 9 2014 my cousin flied with airasia zest Z263 the flights origin is from china to manila. The aircraft is A320 RP C8993. While its cruising at 37000ft the oxygen mask suddenly droped down and the pilot had made a emergency descend to 10000ft and maintain its altitude to manila. My cousin said they saw some smoke at the front of the cabin. the video at flightradar 24 shows the aircraft suddenly drop down from 37000ft to 10000ft. no one on board knows what happen. I guess it might be mechanical problem. Hope CAAP could investigate about this incident.
AnonymousAugust 18, 2014 at 9:25 PM
AirAsiaPH is at the very least of my choices when I fly

I flew them once and the flight was cancelled, my friend booked for the second time and it also got cancelled.

What I love is their cool red livery. Nothing else.
staind.27August 29, 2014 at 4:52 PM
The behavior of that ground crew is certainly not only rude but as well as extremely unprofessional. I only hope you also emailed both Air Asia Zest and Air Asia Berhad of what this ill-bred ground crew was doing. It is certainly her kind that prevents people from trying or coming back to using Air Asia.
AnonymousSeptember 23, 2014 at 8:26 PM
I also felt upset to air asia today,they checked my visa which is not their duties,they let me stand for almost 2 hours just to wait for their approval,they are just a check in luggage staff,but they are acting like they were an offiver in immigration,so rude,the poea already checked my visa but the air aisa refused until they let me go in for last minute,,,they are awful staff

AirAsia Zest Flight Review: Manila to Kuala Lumpur

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