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 ⇒   ⇒   ⇒ Air Astana ( )
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Air Astana

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12.05.13 17:42 Montgomery

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20.04.13 15:24

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15.04.13 15:57

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04.04.13 5:27 infanta

. - . . , . Dear Mrs. Abylkassymova, In response to your letter CR13-4153-P dated 26 April 2013 and on behalf of the company, let me express my sincere apologies for the inconveniences you faced due to flight KC 933 on 20th March 2013 and provide you with the following information. An internal investigation has been conducted and as the result the system error occurred. Due to your appeal explanatory work has been held with agents on registration. Taking into account all inconveniences you experienced we would like to offer you Travel Discount Certificate with the nominal value 50 USD which can be redeemed for your next flight with Air Astana. Let us inform that certificate can be received in Ticketing Offices of Air Astana. Please inform us which country/city its convenient for you to receive compensation. I would like to thank you as a customer of Air Astana for taking time and effort to share your experience, which will help us to improve our service for our passengers. I really regret for the inconveniences you faced. I hope that this incident does not deter you from choosing Air Astana again in the future, and we look forward to welcoming you onboard again soon. Sincerely yours, Altynay Akmurzayeva On 20th of March 2013, our family flew to Bangkok from Almaty, flight number KC 933. We had two adult tickets, two kids tickets and one infant, for whom we booked children's cradle in advance, below I am attaching the confirmation letter. When we came to checking desk (checking just began) Air Astana's representative said that in the system there was no information about the cradle! I showed her confirmation, then she shouted to someone more senior saying: "they booked the cradle and I need to give them 14th row." The senior Rep. Shouted back: " do not do it!!! Then shouted at me saying " we do not have any info in the system, so I do not care, you will not receive 14th row. I told about the confirmation again and she again said that it is not her business! Finally they gave me seats 22 E,22G, saying that there is no possibility to have the cradle on 14th row, as only 22 row is ok for babies. When we entered the airplane we found that there is no possibility to hung the cradle on our seats, we requested to invite Rep., came the man - Michail, he didn't tell his surname, and told me that it is my problem, as I should have resolved cradle issue during checking, when I requested his surname, he just disappeared! Actually we found that 14th row was only one ok for craddles, and there were sitting a family with actually big children, about 14-15 years old! I am now requesting you to send my complaint directly to mr.Foster, as after arrival to Almaty, I will request an appointment with him! I also want to understand why Air Astana reps, didn't give us apppropriate seats, as In the plane I have heard that family that sat on the 14 row were relatives of the Air Astana represantative and is it a Company's policy to prioritise relatives, instead of trying to make flight time comfortable for 7 months child? I also could not understand why your staff think that they could be rude, could shout at customers, actually would like to mention that we are paying for your services and that kind of quality of service is absolutely unacceptable, not only for me as a customer but for your company as it ruines company's reputation. The reps' names I do not remember - they were russian ladies, do not think that it would be difficult to find who was sitting on that checking, taking in consideration that there were 4 ladies during checking that evening! Looking forward for your reply, and actions taken!

04.04.13 5:21 infanta

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04.04.13 5:18 infanta

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02.04.13 11:59

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02.04.13 7:51

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01.04.13 13:29

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