Tony Fernandes CEO Blog

I’m proud of my AllStars. They’ve shown that AirAsia is more than just a low cost airline. Together we’re just going to get better and better from here.

I am a regular Air Asia passenger with a 6 yr old son. My son is fascinated with the Air Asia fleet of aeroplanes and have a collection of model aircraft. Last Sunday, Sept 12th, we went to Pavillion Shopping Centre and saw the REDMEGASTORE booth. He was excited and wanted to get the A330-300 x-tra long model aircraft. However, to our disappointment, the lady at the counter has sold the last one to another family. The lady told us to go to LCCT to buy it as there is another booth there. So we drove all the way there from Pavillion. When we got there, the unfriendly booth lady told us she did not carry that model and offered no other assistance. My son was really upset, so we went and asked around and was referred to counter R16.

I met Mr Lloyd Ferguson there. Mr Ferguson immediately picked up the phone upon listening to my dilemma and spoke with someone trying to find ways to help me. After he hung up the phone, he called a staff Mr Prithivi Thomas to do an extra ordinary request especially for me. Mr Prithivi Thomas ran off in a jiff to find all departing aircrafts to help my son purchase his dream A330-300 x-tra long aircraft model. He was back in 15minutes with the purchase!! You cannot imagine the joy that shone in the eyes of a 6 year old boy when he was presented the aircraft model.

Through Mr Lloyd Ferguson and Mr Prithivi Thomas's efforts to do the extra ordinary, it has exceeded all customer service expectations and most importantly it has made a little boy's dreams come true that evening. Never had I imagined Air Asia would have such dedicated staff who showed so genuine customer care and would take such efforts to help out customers such as myself in such ordeals.

I hope this compliment reaches Tony Fernandez so that he will know that he has such exemplary staff such as Mr Lloyd Ferguson and Mr Prithivi Thomas who clocks in to work everyday but brings a hope, a smile and many joys to customers such as myself. Truly you have a gem in Air Asia that makes all the difference called Lloyd Ferguson and Prithivi Thomas!