AirAsia looking to fly high with China partner(2)

Nonetheless, AirAsia will still work hard in big cities, Fernandes said, and he hopes to find some way to provide more services in markets like Beijing and Shanghai.

The busy airports in big cities are often challenging for low-cost carriers, especially to add services. This is why most of the low-cost carriers seek low-cost airports to expand, he said.

However, before expansion in China, Fernandes and his company have to resolve some complaints in China, said industry experts.

According to the Civil Aviation Administration of China, AirAsia was on the top of the authority's complaints list among foreign airlines in August and September.

The authority received seven complaints about AirAsia's services in September and the complaints covered ticket booking, refunds and luggage.

Fernandes said most of the complaints can be attributed to lack of communication and understanding of the low-cost carrier's conditions, but admitted that the carrier has taken several steps to improve customer services in China.

The slow refund process was mainly due to the carrier's bank partner, Fernandes said.

"I am working with the bank to resolve the refund problem and promise that our consumers will get the refund in seven days," he said.

The call-center is another gray area for the company that has triggered several complaints. Fernandes said the carrier will add instant messengers and social media platforms to improve the efficiency of communication with its passengers.

"Low cost does not mean low quality," he said.