Recently we travelled from Hyderabad to Bangalore with AirAsia and has mixed sense of experience. Check-in was smooth; when we have asked if flight is on schedule, then personnel has mentioned that flight is delayed by 20 minutes. We were given an escort to the gate.
There was no announcement even after said 20 minutes; when we approached the counter, we were told that flight is delayed by another 40 minutes. There was no text or call to customers about the delay. When we have questioned, there was no appropriate response. One person said he would bring in his manager to speak to us. We have waited until the boarding time; but we were not introduced to the manager. When we have tweeted to AirAsia, just an usual sorry response was given. We really found ground personnel of AirAsia a total unresponsive and does not seem to be care about much. Surprisingly, there was no regret announcement for delay by the captain as well during the flight.
However, in-flight personnel were very responsive and helpful. They are indeed cheerful. It’s the ground staff and customer service folks need to be accountable.