AirAsia
Reviews and Complaints

Air asia is one notorious blood sucker!

I think u all notice that air asia now having a new charged hotline abt rm 2 per minute.
Fine. They say this is to provide better services to those needed only and we still can utilise the existing hotline for booking n enquiries. Wrong, they are bull ###!

I called more than 1/2 hour on the 03-[protected], 03-[protected], no body picking up my call. At last I have to call their [protected]. They just force us to call them at their charged hotline! (Just to suck more blood from us)

This is really not ethical. They should not doing business in this way... Frequent changes in time schedule, last minute notice, and now sky high charge for damn customer services. Air asia is doing worse n worse now.

Hey tony, u r making money because of us... Dun u forget.

Skybus ticket is booked together with online air ticket purchase. Lack of details about skybus upon booking.
Pickup point at LCCT is not clearly shown, and different from the actual signage and map in the website.
1 hour after check out, still no sign of bus. No working personnel at the station to assist.
Bus bays does not say operator name / destination. Utter disappointment.

Hi Air Asia,

We know you are attempting to become the most un-Australian company of all time and your so close. For starters, your getting above the likes of your competition such as Tiger airways whom have ditched the RyanAir approach due to competing with you as the number one hated airline.

Don't let it phase ya Air Asia, although I see you have gotten a little upset now, I'll lift ya spirits an remind you how ya becomming Australia's most hated. Your keeping at the top with ya customer service skills, good idea outsourcing those skills to non-English speaking employees on fuzzy sounding phone lines. Let us not forget that you wont let the customer call you rather you have to call them, (4 days later) Genius Air Asia!

Your keeping up there by your advertising techniques that get the customers dollar in and give very little out, sorry did I say very little, I meant to say you give back nothing in return. But the main thing keeping you above all others is your options anomoly, why a passenger can change the flight time, change seats, change food, change insurance actually can change just about anything else EXCEPT a name. But what is in a name ay Air Asia?

Just the fact that all those other options are pointless when you can't change the name of your ex-girlfriend because she dumped you. It's alright though Air Asia, because you won't let me change the name, I'll go by myself cos even though it might be a promo flight, it still bloody cost me an arm and a leg but I guess I won't be flying alone because I will be with you, the numero uno un-Australian airline.

Just don't let it phase ya, ay Air Asia!

Dear all

I am sujani liyanage (lawyer) from sri lanka and my hobby is traveling. I have visited malaysia two times because I love that country and two more future plans in october 2010 and january 2011. last time when I traveled to malaysia I had a very bad experience. I traveled with my husband and two kids for a holiday and traveled through air asia flights. since I bought so many items from malaysia to bring to sri lanka I wanted to enhance (increase) the weight of my baggage through their online booking, which is the normal way of air asia. but due to their system error I was unable fulfill my requirement. I tried so many times and got the same error massage. then I tried to contact there call centre but was not abele to speak to one of their agents. I only listed to their recording for 15 minutes. (wasting my money and time) because of the delay I was not abele to visit genting highland for full day and was abele to go to a part of it. that trip ruined by air asia system errors. finally on the departure day I had to pay rm 640 / - for my baggage which was not fair. because if I did that online booking cost is less than rm 100/-. it was not my fault. it’s their system error. they should bare the cost. at the time of cheek-in I inform this whole story to their staff member and what she told me was send them a request to refund that amount. first thing after my arrival to sri lanka was send them that request. (on 11.02.2010) but still that case is pending and I also have sent them several reminders but no progress even after 23 days. I have attached herewith all references for your kind attention.

Finally I hereby kindly request you to investigate about this, because this type of things will affect your tourism. also I will inform this matter to relevant authorities in sri lanka to prevent srilankans from this type of maters because most of them spend their hard savings for their holidays including me and my family.

I have book a ticket from jb to kl on 1 april 2010 at 9. 25am. But then i don know why and don know how suddenly the time has been change to 11. 55am. The worse is that airasia never inform the customer about the changes of the time. When i go and check the fly then i only reliase the time of the fly has been change. The changes of the time has affected me. . . Pls think of the customer. If got any changes. . . Pls inform. . . This is a serious problem. Because i got fly from kl to macau on 1. 30pm. If i only noe the changes when i go to airport, then i sure can get the fly from kl to macau. But luckly, i have check the time. . . Then i call to the customer service center. They say only can change the ticket to 31 march 2010 from jb to kl plane. This means that i need to wait in the airport for 12 hours. . Just because of airasia change the time. . Then the ticket i brought on 1 april 2010 is more expensive than 31 april 2010. Then they seem like do not want to responsible. Who will pay me the extra money that i give? They only say that they can changes the time. . Because i need to wait for 12 hours in the airport. Then i say i want change the time for kl to macau. Then they say i need to pay for extra rm600+ for the changes. Pls. . . Who should responsible to the changes? I know there is term and conditions saying airasia can changes the time anytime. But when they change and give inconvience to the customers. Then they should be responsible…i need to responsible? So i need to pay extra money ? Pls give me an answer asap. . . And do a better arrangment. . .

My wife and I booked our tickets at the Perth Airport at 1.45am on the 10th March 2010, with paid meals included, but to our surprise when we boarded the plane on the 11th March 2010, we were told that we have not registered for the meals, despite showing them our paid receipts that clearly written in by Paul the counter-sales person in charge, Aus $14.00 for 4 meals. The flight steward told us that they have limited meals available on board the plane and that we will get a refund when we get back to Perth. He said that they needed 24 hours to prepare the meals on board the plane. So on coming back on the 18th March 2010, we had the same problem again with the flight stewardess as she said the same thing, that our meals were not recorded on our boarding ticket despite the fact that we produced our paid receipts and on the flip side of our boarding printout from the internet she flatly refused to serve us our meals again, saying the same thing that they had limited meals on board the plane. I argued with her about the ones that they were selling and she said that we had to purchased them then get a refund when we get back to Perth.
On arrival, I went straight to Paul the counter-sales person, and I complained to him. He took my only receipt that he wrote out for me, together with the printout of my itineraray and said that he will forward it to his boss Mr. Steve McQueen and he will contact me .
Till now I have not heard from him.
Then I rang [protected] a lady spoke to me and gave me this email address to lodge a complaint.

MY Booking Number : B5RRLB
Flight D7 2715
Depart: Perth to K. Lumpur Thursday, , 11 March 2010

Return:
K. Lumpur to Perth Thursday, 18th March 2010

What I am asking for is a refund of Aus $14.00, plus one meal purchased on board the plane on the way back for $12.00 issued by a Stewardess by the name of : FA Halishazliffa
H 2354
on flight number D7 2714 on the 18/03/2010
Flight Number: D7 2714
Seat No: 18B
Receipt No: 207031

Please reply me on email: [protected]@tpg.com.au OR

Mobile Phone: [protected]
Home Phone: [protected]

Thank you.

I remain,

Your truly,

Kok Lee Teoh

AirAsiaX... be careful.

Most recently, my wife and I were stranded in Abu Dhabi when AirAsiaX announced they were canceling service to/from Abu Dhabi in January this year. They didn’t notify us (their stranded passengers) until Feb 10th. Neither did they offer any accommodation nor answer our emails asking for help. We had to get back to Malaysia on our own. They won’t reimburse our additional expenses either.

They said they would refund the Abu Dhabi/Kuala Lumpur portion of our trip, but it will take them 30-50 days to process the refund. Such an attitude!

Watch out for these guys. If you are considering using AirAsiaX, It might be a good idea to develop a plan B... just in case.

Also... Our KL/Abu Dhabi trip departed KL on Jan 25. The return from Abu Dhabi was to be on March 1. I strongly suspect AirAsiaX had decided to vacate the market prior to our departure. If they knew the return portion of our tickets could never be used, why didn't the check-in agent in KL tell us?

A travel forum (simpliflying.com) posting had this to say,

"Incidentally, I had learnt about the route closure (Abu Dhabi) on Twitter around Jan 25th, and Azran himself (AirAsiaX CEO) made a public announcement in Singapore on Jan 28th. That's why I'm surprised that as a passenger who had booked a ticket wasn't informed earlier."

Farm animals get more respect than AirAsiaX passengers.

Air asia offer flights to manila but actually you land in clark which if you ask the locals is not even in the same region as manila and takes two hour minimum to get to get to any of the three terminals that are actually in manila and does not have metered taxis allowed to enter!
Scam - beware! Cost us $100 us in taxi to terminal 2 in manila and we missed connecting domestic flights, even after allowing three hours in between and so had to buy next flights costing $200 us again! Beware of air asia. Deception!
Fourtus

Airasia (Aa) has poor customer services to handle their refund. I am having poor experience with airasia right now. I booked a flight on aa. A few days after I made the booking, aa cancelled the round-trip flights. When I contact aa about the refund of the payment I made, they weren't helpful and said it will take 60-90 days for queue up to process. When they charged my card for payment, it was immediate, now when they are making a refund back to me, they said it needed to queue up for a 60-90 day waiting period to finish the refund transaction. This is ridculous, with a very lame and irresponsible excuse. With all these technologies nowadays, this kind of transactions can be done in seconds. Secondly, how many refunds they have to do that will take 60-90 day queue-up period?

I am starting to think aa is delibrate in scheduling flights and cancelling them so that they can keep the payments for 60-90 days or even longer in the case of the original complaint in this thread. With this, they can cheat money out of their would-be passengers, and the money adds up in aa bank with all these people waiting for the refund. No wonder it will take 60-90 days to process or finish the refund.

How can we place a formal complaint to any relavant government agencies in malaysia in overseesing the airline industries and their integrity?

Me and my group not allowed to board because false information and wrong decision from air asia, and have to purchase another tickets more than 3 times than our original tickets.

Is there anything we can do?

Here are our case, and we already send this mail to Air asia but don't have any responds;

My name is HENDRY CHANDRA (1), I’m writing this letter on the behalf of,

1. MR HENDRY CHANDRA
2. MS FATIMA
3. KENZIE LEVI CHANDRA (infant)
4. MR SOESANTO NGADI
5. MS TJU LIE NGO
6. MS SHERLI
7. MR MARTIN SUWANDONO TASLIM
8. MR LIF WAHANI
9. MR ERIK CHANDRA
10. MS FEBY CAROLINE
11. MR KAWIRAHARJA ANDREAS
12. MS MONICA ROSANA JONG
13. MR LEO SOTULIEM
14. MS LENNY KURNIAWAN
15. MR ERWIN SUWANDONO TASLIM
16. MR BUDIMULYONO SUWANDONO TASLIM
17. MS LIAUW LIE PING
18. MS MARDIANA SOEPRIADI
19. MR MICHAEL SUNANTO

This is our case:

1. We use Air Asia for our group trip from Kuala Lumpur to Jakarta on 1st January 2010, 18.50 hrs, flight AK388.
2. We check in before 16.50 hrs.
3. We all only heard one call for flight AK388 to Jakarta, and that is the last call for boarding.
4. We directly go to the boarding gate, but closely separated for immigration process, no more than 2 minutes.
5. We divided into three group; 1. Lenny’s Group (6 people – no.14 to 19), 2. Hendry’s Group (5 people – No.1 to 5) and 3.Sherli’s Group (8 people – no.6 to 13)
6. There are no warning what so ever, from Air Asia Staff who checking our boarding pass before we go to immigration process.
7. Hendry’s and Sherli’s group arrived at 18.45 and 18.47 but the gate are already close. We know it is common procedure for ground crew to assist passengers that already check in but not boarding yet by accompanying so they could board as soon as possible and also checked/called inside the airplane. Because that what happen on our previous flight to other passengers. (For Example : Lenny’s Grandma, namely Nanni Selamet who does not do check in (GVZZLN), but called her name several times in the aircraft (Jakarta – Johor Bahru on December 23rd 2009). While we've done our check-in name was not called. )
8. Lenny’s group that already boarding had informed to flight attendant crew that other group closely separated only a while and requested to wait. (In the plane : Lenny spoke to captain Mr Roland Germania, to wait 5 minutes to raise them, because they already in gate. Lenny says there is a baby. And the captain said he'd help us. And sent crew to help us. Nor Azah finally got off the plane and after a few minutes, she said that the luggage are derived from the plane. Lenny had been confused because she saw luggage were entered into the plane, how come so quickly unpacked from the plane, while they do not know which one their baggage. Lenny finally returned to her seat (23F) and waited for the plane to take off. But it turned out after a while the plane was not also take off, and lenny was looking down, found their luggage was searched for issued. Lenny complain to the flight crew, because they had lied. Did they say that the luggage have been issued but were not at all. And lenny just ask for time 5 minutes to raise them, but airasia wasted half an hour to unload their luggage)
9. at the same time the ground crews informed Hendry’s and Sherli’s group that the plane already closed the door and our luggage’s had been out of the plane. And the Captain Mr. Roland Germania wont allowed us to boarding.
10. Lenny’s group call Hendry’s and Sherli’s Group by phone and informed that the plane had not closed the door, and still not finished loading all the passenger’s luggage. That also means Hendry’s and Sherli’s group luggage’s had false information that says the luggage’s had out of the plane as the ground crew informed.
11. Lenny’s group talked to the captain, and the captain say that he will ask the ground crew to allow Hendry’s and Sherli’s group to boarding.
12. After waiting to be allow to board the plane, Hendry’s and Sherli’s group we have different information that we could not board the plane.
13. after we arrived at Jakarta we find out that flight AK388 delay for 30 minutes, for the process so called taking out the luggage’s. even though it could only take no more than 5 minutes for Hendry’s and Sherli’s group to board the flight.
14. We also find out that in the flight AK388 there are 9 people that have similar situation from the 15.55 hrs flight (QZ 7693), and they also have to purchase tickets for the next flight which is AK388 at 18.50 hrs with very high price. (I have their phone number if you want)
15. At the 20.50 flight (QZ7695) Hendry’s and Sherli’s group have more than 20 minutes delay. With only announced 10 minutes delay and there is no more information until the gate is open at 21.15. Air Asia just announced ‘Apologize for the inconveniences caused’.
16. That lead us to the question, is Air Asia do this on purpose? So we have to buy new tickets with price mote than 4 times from our previous price.
17. Is it fair? When there is a problem, Air Asia only announced apology, but we the passengers must cost tickets based on Air Asia’s wrong decision and false information.
18. Some of us always use Air Asia for the last 2 years for flying. And all of the group members use Air Asia because your good reputation and (of course) low cost fares. But this time we have to pay very expensive tickets, totally RM 8, 114 (booking number M2J2LA and M2DMCG plus airport bag fees) based on Air Asia’s wrong decision and false information.

Regards,
Hendry

08 feb 2010 ak715 was the flight that we boarded from kul to sin. At the screening counter (Gate t14) I lost my canon 6mp digital camera along with camera cover. After take off, I realized and inquired with a aircrew at the flight as to how to get back my lost camera and make a complain for found and lost. She informed me to make a complaint at air asia singapore lost & found counter. On arrival to singapore airport, I came to air asia found and lost counter and made a complaint, that guy seems to be so active and immediately sent an email to the kl airport authorities. And that's it that was the end of the problem - unfortunately.

It seems that he got a reply informing me to contact the kl airport lost & found authorities in order to claim the camera. Based on that reply, he provided me with a contact no. +[protected] to contact directly kl airport authorities. I made more than 25 times calling this no. And I get constant message " the no. You are trying is not in service". Next morning (Today) I again called this singapore air asia counter - but this time another guy, I made my whole story and he also gave me this no. - the result, obvious, same answer.

Just half an hour back (Now) , I made again a call to local air asia, this time one lady took up and asking me the whole background of my complaint, and yes, here too... Consistency in giving the same kl no. +[protected] and I hear non other than the same error message. Now, I am almost in the urge of crying but nothing else! I am least bothered about the camera but the pictures that we took when we roamed around - priceless.

Is there anyway to improvise the services provided by the "so called" no.1 low budget airlines please? My humble request is "please do not repeat this kind of things and not play with emotions of people". Travel is such a beautiful thing for mankind and please do not make it as unpleasant one.

There will be no more flights to palembang indonesia from lcct starting from feb 21st 2010... Why did the airline management came to this conclusion without any notice.. Previously there was flights everyday to this place... This is unfair to those who take the flight frequently... The management should take immediate action... Unsatisfied customer...

Hi..

My case happened on 4th jan 2009 and until today the problem still havent solved yet! It's more than 1 year! I had been calling so many time, emails, filled up the form frm airasia.com and other sources still no reply from air asia.

My husband and I took air asia from sibu to kuala lumpur on 4 january 2009, ak5261, time 0925, and the flight delayed more than 2 and 1/2 hours! The flight only off gate on 12.03pm and off ground 12.08pm. We had to rebooked and resceduled for our next flight frm kl - penang!

I had spent my time and $ to send emails and called so many many times about my case but until today I still havent got any reply from air asia!

Here is my ref number: vnf3cf

Last Xmas we had planned a holiday in South East Asia using exclusively AirAsia, however my wife was diagnosed with a breast cancer and quickly avalanched into 2 surgeries, chemo and radiation treatments.
I followed all AirASia procedure in notification and claim, I find AirAsia customer service pretty good. HOWEVER AirAsia cancellation fees and charges are fixed that amounted to 70% of airfare on some trips, no special compassionate consideration.

I was optimistic because we had bought travel insurance with AirAsia GOINUSRE that says: The Company shall reimburse the Insured Person up to the maximum limit as specified for Flight Cancellation in the Summary of Benefit for any unused and non-refundable portion of the Air Ticket if at the time of scheduled departure, the Insured Person is prevented from taking the Scheduled Flight during a Flight on the First Scheduled Departure Date due to the occurrence of any one of the following events:-
NOT SO! upon making claims to the GOINSURE they claim that we have been fully reimbursed by AirAsia (albeit less heavy fees and charges) and they would not pay up.

-Anyone had a similar experience?
-What is AirAsia/GOINSURE claim escalation procedure?
-independent arbitration (government (Malay), airline) ?

This may also served as a warning, GOINSURE may not be what it claims to be! it just another way of making more money! it is putting us off flying with AirAsia.

Dear sir / madam,

Good days.

I been book for air ticket on this coming new year to miri and return to johor bahru. And confirmation had been issued by airasia. Unfortunately I been inform by them all the flight schedule need to be change. Due to this changing had been caused me need early left to miri and cannot attend my family new year reunion dinner during chinese new year. Somemore I need to pay additional charge to airline. 2nd matter, the return time they change to early one day. This caused my trip for travel in miri had been spoilt. I need to cancel another booking and let me feel very disappointed on this matter.

Just let me know what should I do? Why they can simply change schedule without get permission ? This been caused a lot of trouble to a person and spoilt the chinese new year mood.

Regards,

Ms eng

have flown Air Asia a number of times without a hitch till now - enquiries on the phone lead nowhere - I was given a reference number, put on hold and then cut off. When I again got on to someone and gave the reference number it didn't mean a thing, the person had no idea what my problem was and I had to go through the whole thing again and again to no avail, the person on the other end had no idea what to do with my query. I then emailed via the Air Asia website - received a request fro the same information again which so replied with the information only for the email to bounce back as it was a no-reply address. They need to train their ground people much better and I must add that I have absolutely no complaints about their flight staff, they are courteous and well groomed and obliging.

Booking references brb6ep and y1gybs (Total 6 passengers)

Our family comprising of myself, my wife, my elderly parents (With wheel chair assistance) and my two small kids were booked for travel from kuala lumpur to jakarta on board qz 7695 scheduled for 19th december 2009 at 20. 50 hours. When we reached lcct at 18. 30 we were informed that the flight got delayed and rescheduled to 00. 55 hours on 20 december 2009 with a total delay of over 4 hours. We spend almost 7 hours at lcct waiting for our flight and i assure you that it was not easy to spend the night time with elderly parents who needed assistance and with small kids. With no proper facilities installed at lcct it was a nightmare for our family waiting over 7 hours at the airport. Again there was uncertainty about the flight being further delayed and finally we boarded the aircraft only at 1. 25 am, an additional delay of 30 minutes from revised departure of 00. 55 am.

To add to agony there was no proper explanation as to the reason of delay. I understand that air asia does adopts these tactics of delaying one or more flights to combine passengers of one or more flights and optimize their seat occupancy ratio per flight, even without having the slightest consideration of plight of passengers who might be affected.

I had been promised by the airport manager air asia, lcct that we would be provided with rm 200 worth of easy vouchers per passengers as a compensation against the flight delay, and he asked me to register my complaint at air asia website. I had already registered my complaint twice on airasia website and also complained to jakarta call center 4 times since then, however to no response.

Now jakarta call center had advised to register my complaint at this email id. Hence this email to you.

I was informed by jakarta call center representative that since air asia had tried to contact us 24 hours before deaprture to inform us of the flight delay, we would not be entitled to any vouchers. But please consider the fact that since we were in malaysia (As a tourist with no contact information in malaysia) and didnot receive any information about flight delay beforehand, we reached airport and did our checkin around 7 pm, two hours before the original scheduled deaprture time. You can verify with our check in time at lcct to prove this. And the flight after further delay from rescheduled time of 00. 55 finally deaprted only at 1. 25 am.

Now i request you to kindly register my complaint and provide me a proper forum where i can take forward my complaint for deficiency of service of air asia. Also as promised to me at lcct, please provide us with easy vouchers of rm 1200 (6 passengers) at the earliest without any further delays as we had received no information from air asia for flight delays.

Please consider this as my last reminder to air asia, before i may be forced to take other legal measures.

Best regards,

Jagdish sandeep agarwal

For and on behalf of all six passengers under air asia booking reference brb6ep and y1gybs (Total 6 passengers)

I took a flight from air asia on 30/11/09 from lcct to bali, and the flight was delayed for more the 2 hours, my departure suppose to be 3.25pm later on they change to 3.50pm and the take off time was 6pm.
I confirm with the stewardess with the time and as will we get our on time voucher since air asia promise any flight delayed for 2 hours will get a rm200 voucher she said yes her name is nur azlinda. But I have to give a call to call centre first.

Now that I have call to your call centre for more than 30 times, their staff and managers indeed call me back to ask to give them 7 working days, 5 working days to get this done, but now it has been almost 45 days, here am I still waiting. I have record down their staff and manager's name here from hadi, janson, esther, sashi and mellisa, all of them promise me tomorrow and it never come.

I am very please with air asia thus far and grateful to have a budget airline in malaysia, but I think a promise is a promise, and not let your pasenger keep calling and keep waiting.

Hope you can look into this matter seriously other wise and really don't where else I can turn to.
Thank you

Regards
Magdalene

Hi everyone,
My wife booked a flight through air asia's website here in the uk.

The transaction, after proceeding to the very end returned an error! With nothing other than a case code!

She has spent an hour and half on the phone (They have a toll number here in the uk) at her cost, trying to work out what happened and how to avoid being charged twice!

The phone assistants claim it has finished for the weekend (Nothing outside mon-fri 9-5pm) and it maybe that her booking will be fixed by it and go ahead, in the meantime she has to book a flight with the exact same details as previous (No details provided, no verification email, no nothing) or else be charged for both bookings!

The assistance by phone offer no assistance outside it support hours, claiming that it will not be until monday sometime (Depending on it).. And also when she intends to be flying... That it will be able to clarify what happened!

So despite a case code (They can't trace records from this) , no it support for this issue, no help from the booking support phone assistant's and no manager offering any support.. We have to take all the risk on a & pound;1000 - flight. They refuse to assist us, despite the cost of this (Highly inflated) christmas flight (To visit unwell uncle!). Subsequently we realise there are other flights, only costing marginally more, offering much less difficulty!

This is an utter disgrace... This is air asia.. Please don't make our mistake, please use another airline. This is outrageous and totally lacking in any form of customer service. It has been a horrible experience.

I will gladly offer further details to anybody interested in knowing more. We are in the uk, please benefit from our bad experience. Look for following letters to the straits times :)

We are very angry and disappointed with this lack of customer service - it's not like we have bought a cheap consumer item - this is costly flight at a difficult time!

Get real air asia. And remember one customer with a bad experience will tell many, many other potential customers to go somewhere else.

Andrewh (Harker. [protected]@gmail.com)