Posted by: anwarzainol

Last July, I had purchased Firefly FY3435/FY3436 return tickets, Subang to Padang, Indonesia. The flight are scheduled in November. I am selecting the Firefly flight is because of the fare is cheaper than the price offered by AirAsia. The fair paid is RM340 for 2 adults and 1 baby.

Ticket purchasing are done online. The ticket are then being sent to me via email once the transaction was successful. As usual, the tickets is considered legitimate.

After that, I gradually doing some early preparation for my trip later, such as booking accommodation and others.

However, after two months of ticket purchased, in September, I received SMS from the Firefly to state that my flight was canceled due to reformed operations. The company will refund fees that I paid in the past two months.

Therefore, I had to find other alternatives to replace the tickets, the AirAsia flight ticket. Tickets for the same date and destination are available at higher price compare to the ticket purchased in the past two months. I had to buy a ticket which costs me RM560.

I called Firefly to request for compensation for failure to provide the service I had paid two months ago, but the company did not treat my request. The call centre officer does not provide a good service and even threatening me to hang up the call. I am requasting to speak to the superior but she gave told me that the supervisor are in the meeting. On the next day, I repeat the call, but other reasons were given, the supervisor are on maternity leave.

From my point of view, the company should refund the flight tickets along with compensation because they had taken the money two months ago. They should be liable for the decision they had made.

In addition, the notification made by the company through SMS is not reasonable. For things that are considered critical like this, they should contact by phone to confirm that the customer are acknowledged.

I hope that Firefly can increase their level of professionalism in the future and to other customer to be more careful to buy flight tickets.

ANWAR ZAINOL
Pokok Sena, Kedah.


SMS from Firefly