AirAsia
Reviews and Complaints

We are forced to print our luggage tags, and then the staff force you to lie about what you have inside the luggage which you should be informing the check in counter. Staff are just lazy to do the right thing and thus ask customers to lie in order to print their luggage tags. The airline staff asked me to click no, despite me repeatedly informing them I did not wish to lie about having fragile items. I am truly disappointed and worried about safety processes of airasia.

Z2288 flight 12-01-20 BKK MNL Denied boarding on flight due to insufficient advice/information. Rude indifferent and bad service. Poor staff training. No supervision. Expenses incurred subsequently.
Thai national had Thai passport which was less than 6 months remaining. The Thai national had travelled successfully twice recently to Manila, but common sense did not however prevail! Despite the previous record, and although I was never talked to, as all was conducted in Thai, I was also told that my passport was invalid and it is a UK passport with one stamp only on last two remaining pages! Same same but different, and not correct as there is room for the stamp out as well as for two or three more journeys on the penultimate page, and the last page is completely clear! The Philippines do not take up a page for their visa and is just a small stamp which can be used 8 times on a page, there are even other places remaining in the passport that can still be used for placing stamps.
Needless to say, we missed the plane! So then we went to the airport immigration (Thailand) who considered there was not a problem for them and said that it was due only to the airline! The agent of Airasia would not provide us with a written report. It gets better because the security were then called! Frankly, we were made to feel and felt like criminals. Of course we were without accommodation so we had to go to a hotel for which we had to use taxis! Inconvenience aside, we are still needing to go to Manila!
Previously we have received the wrong meal, with no explanation. I am vegetarian and there was no vegetable pot noodle on board as an alternative "out of stock Sir" We have been charged and paid for baggage at the airport which is expensive. I notice that Fatties (the obese) however get on board unchallenged! Planes are often late and change terminal gates without warning and is frequently the norm. This agent was not a pleasant person, was incorrect in her understanding, was unsupported by a supervisor, and was given false or misleading information. Which she said was actually philippines immigration, it however had a Thai number on the page on her smart phone! when we persisted in trying to use the ticket that we had paid for in good faith she called the security, who again did not talk to me directly but tried to look menacing and also who couldn't tell me /us where to get a second opinion on the information we already knew to be false! The big guy just glared and spoke down to my wife saying something about taking photos, we are not allowed to take their photos? since when? so we wrote their names down, thus completing the humiliation. Air Asia are not responding today, its Sunday, and their dumb robot has requested my name and email and flight booking number a few times too many so I post this here! Be warned... if Airasia messes up then be prepared to deal with their security! An instant to pay but I am guessing this nightmare will drag on a while before we get any of our money back, or I dream of receiving any "compensation" for the bad experience, the costs of hotels and taxi fares that we wasted as a consequence!
I know! We should have got my wife's passport renewed! But, it was still a legal travel document. It was denied due to the agent not wanting to be held responsible. This did not qualify my passport to be similarly rejected! I dare say if my wife's passport hadn't attracted this attention then nothing would have been said about mine either! I want to go to Manila! I want compensating. I will tell friends relatives and loved ones pay $50 more and go by a good airline, like Thai, who often let you take over your allowance if its Thai food that we cant get overseas, and the service is just brilliant... Even PAL who are not up there as are Thai with service and unfairly PAL us referred frequently to as Plane Always Late ... are better informed! Flexible. Do not ever in my memory call security when they mess things up! Sorry to these two carriers for trying to get home on the cheap! All is forgiven, as will Air Asia if I can ever get to a real person who knows what it is all about, or just a bit more than trying to save her job or the need to replace the airfare of someone who has tried to comply, had been reasonable and had been ignored in trying to explain what they should after all is said and done have been known to them already!
A bad bad day!
photos:
- my passport empty spaces,
- Score is "O"on the clappometer/score board,
- the smart phone with the oracle of good advice and - the bag man who works for the airline in question.

Crew in china shenzhen they guide us wromg nd now we are in big trobule . We have air asia flight from china to malaysia nd then malaysia to colombo nd pakistan lahore . Its a connecting flight . But in malaysia we have to change a terminal . Nd we need transit visa nd the immigration dont allow us to go outside other terminal . The manager in china says u dont need visa u are freely to go outside malaysia just for change terminal purpose

Hi

I would like to bring to your notice that Airasia has worst telephonic customer care and Floor Guest support.

I have booked two way airline from Melbourne (AVV) TO Bangalore (BLR) ON 29 NOV 2019 and 6 JAN 2020. Booking Confirmation number is PNR-DQYJPL.

While trying to purchase baggage online for this travel the PNR provided by Airasia was not redirecting me to do so. Due to which I had to call to customer service and one of your employee by name Animesh kumar from GoCare Team had went through the issue and informed me that I could buy the baggage at airport at the same prices as listed online and I also have confirmation that I had no baggege added online, where in as at Melbourne -Avalon airport I could easily get 25kg baggeage allowance lot at AUD92$ 90 MINS prior to departure. Now the trouble arose at Bangalore international airport, where I was not allowed to buy the same baggaege to near by cost as of Melbourne, I was been asked to pay around 1800 INR PER KG which could eventually total up to 45000 INR which was just a nightmare and I could not afford to pay so. Due to which your BLR Airasia staff Mr Murali CM abused me and dint allow me to CheckIN. due to which I have went through both mental and physical torture.

This unorganised staff of customer telephone service and Floor Guest support staff made me go through nightmare and it has resulted in Cancellation of my work visa in Australia and I have lost my Job. I request concerned person to go through my telephonic conversation and see why was I misguided about baggage.

In addition to this Mr Murali CM made me wait eagerly for 3 hours saying that he will try to arrange reschedule but he dint even try to do so. He also manhandled me when I asked for eplaination on what had happened which could be seen in the video attached.

I request to Compensate my lose or will appeal at consumer court.

Please see the attachments for emails screenshots and videos.

Thanks

hi,
my family and I are the regular customer of Air Asia. Recently I bought a air ticket with loyalty points redemption for flight number: XT4KRI. I managed to print out the boarding pass last week from PEN to SG. However this morning, the air asia shown i did not complete the payment. I reached out the Air asia customer service and I was told that the redemption points issue. I need to pay the remaining balance in order for the successful check-in for today's flight today. I'm very disappointed and unhappy about it and I felt I was being cheated by Air Asia. I hope Air Asia will do something on this. Look forward for the reply.

Email address: [protected]@yahoo.com
Contact no. [protected]

1. the worse arrangement from AIRASIA ever for route as this is my 3rd amendment from AIRASIA since my booking confirmed.
2. they handle the cancellation and flight amendment with unprofessional
3.customer service is talking in polite way, but indirectly escalate all my doubt and concern to www.airasia.com.my. for me, it make me feel like they just want to settle the issue been assigned to them settle ASAP and out of the specific issue assigned, they don't even want to know.
4. Im airasia supporter since 15 yrs ago, but start from 2015, the service from AIRASIA is getting poor and poor, especially 2018 onwards, now matter from flight route or customer service, it getting worse and worse. no matter domestic or international flight, delay, rescheduled, route suspended is just like a normal matter for them as they never concern for their customer experianse, time arrangement and time convienient. they will reshedule or delay flight like an 'business as usual' operation, and even customer service also will react the same. cancel, resheduled and lflight delay is very common, when you goes to them, they will just react to you like..."if you can't accept for resheduled or delay, dont take airasia, please go for other expesive flight. AIRAISA is economy flight with economy price, so, dont expect much from us.' the respone from them is totally spoiled my holiday and business trip.

Our flight Brisbane Sydney got cancelled on due to Sydney bushfires, so we had to cancel our entire trip incl our trip with you from Sydney to Kuala Lumput.
We got our ticket refund, but you haven't
refunded our extra luggage payment. We purchased checkin luggage many weeks AFTER booking tickets. So they are completely seperate payments made on Thurs 28 Nov of 52.46 and 54.60 . I would like to see these 2 payments refunded please.
Our flight reservation nr was D 1 8 B W G
Our creditcard ends in xxxx xxxx xx48 1264

Air Asia flight got delayed by 2 hrs 40 min and delay of almost 1 hr in luggage collection lead to loss of my subsequent flight scheduled from Indigo.
Ground staff was so irresponsible and hiding himself from support. Person sitting in ticket booking office didn't pay attention and eventually make me call to customer care for complain. I talked to customer care for almost 45 min however failed to get any solution, not alternate flight nor refund.
Airline is very selfish and hardly bothered about passengers. Overall experience is very bad and I would never recommend to travel with them.
I want my loss back ASAP.

This to inform that Nikhil Phule travelling from Pune-Banglore-Cochin (K7C48R) requested for 2 window seats.

Average rates for window seat fluctuate from 200 to 300.
Considering maximum amount charges has to be 600.
Please clarify how u have charged 2560/-(Refer attachment)
As they are new to this airline procedure..your customer support would have guided for amount breakup, instead of charging excess.

Request u to clarify the same and revert excess amount.

Yesterday air asia refused me on checking, cause my visa didn't mentionned my first name even if it was indicated my surname, passport n°and date of birth.
First, I could not fly to myanmar and also I had booked an hotel in yangon yesterday.
And I booked all my trip in myanmar for 3weeks.
I ask you for a refund because I called the ambassy andy they told me it is an authentic d
And approvoal document. It is not normal!

Hi there, on 11 Dec 2019 Wed around 7am - 8am, I was at the luggage counter to check in my bag. I met your rude staff name T.Y Law @ T.Y Lai @ T.Y Lui ( I didnt remember which 1 ). She is very unhelpful staff and not friendly at all. She asked me Where i get the fragile sticker with no manner and just left me. Why dont she asked me nicely. All staff were busy at the first lane to greet and help the other guest, so when i need a hand, there is no staff. I know your staff are busy, at least ask or tell your guest nicely and be more friendly. i dont ask too much.Fyi, There are more people out there want to be one of Guest Service. If you dont want, please quit. Treat your customer like how you want to be treat. thank you.

We were on a baggage drop counter in Langkawi, for flight number AK1717 which is flying to Singapore. We felt humiliated because of the behaviour of the lady who was on counter number 5. Around in between 8.30 to 8.50 we were at counter number 5. We asked her name but she refused to provide.

Please feel free to contact me on my number +91 [protected]

Dear air asia team my family travell Delhi to indore dated on 09-12-2019 with 5 member time at 5:25 am delhi to indore. My brother lost our cell phone in this flight. When I call customer care execitive she told me Sir you can show air tickect luggage counter and collect your cell phon from indore airport. but when my relative go to baggage counter and asked plz give me my.cell phone then customer service execitive told him .Sorry sir we i have no found any cell phone in flight..
So sir plz provide me my cell phone. Thankyou..my ticket no. Is W2HKFW

I've paid for the flight of my mom last 24-Nov-2019 thru Cebuana Lhuillier with the payment reference number: CP11249004V9. Supposedly, the flight is tomorrow but I haven't received the itinerary. I don't know what's happening. I've tried calling 722-2742, 7422742, and 873-2753 but I can't get to anyone. It's either busy or no one is answering. I've tried to do the live chat but it wasn't able to connect me to any agent. I already tried to chat with Ava but it can't help me. It's just redundant automated message. Also, I already went to Cebuana Lhuillier twice and as expected they refer me back to Airasia. How can I know what happened to the booking if I can't get any help from a person? In my case, AVA can't help me.

Dear AirAsia,

I would like to inform you that this is my 2nd time encountered such terrible thing flew with AirAsia as my luggage was damaged when I travel to Taipei.. I immediately inform AirAsia and submit a claim thru AirAsia website and claim was approved. But now another luggage was badly damaged when travel back to KL.. I have informed the Airasia staff at KL airport and they helped me to submit another claim to AirAsia. When I tried to update my particular thru the website, but it stated that I have submitted a claim before. I'm very disappointed encounter such thing during my flight with AirAsia. I hope you Officer and do something about it and compensate for my loss.
Kindly advise and revert as soon as possible.

Thank you
Vivian Teo

I would like to file a complaint, alternatively asking for a compensation for my financial losses

For your information, I have booked a flight to Hong kong (booking number : R6TFPH) which was supposed to depart at 7:15am, 27 nov 2019.

I reached klia 2 before 6am but the negligent in your part caused me to suffer major losses.
I will write down what happened in order so that your part can get a clear picture.

1. Upon arrival
- Firstly there were NO staffs at all to usher the crowd as to what to do and where to go. We couldn't get the support and directions needed. The people didn't even show us which direction to go.

2. At checkin counters
- There were only ONE staff for hundred of customers in a roll. People are pushing, cutting the queue to get the only support. The only staff ended up being so overwhelmed by all the questions and couldn't deliver help to us.

- Soon after,   for check-in baggage, we received mixed directions from the staff which caused huge delay to us. Firstly they told us, we should put powerbank in our luggages and proceed to click NO for powerbank on the self service machine. But then, they told us we couldn't do so and asked us to take it out and put it in hand carry bags instead. We had to open our luggages and queued in BOTH traditional check-in and self check-in for SEVERAL TIMES because of the mixed directions given. People are also cutting our lines to ask questions in front of counter because there were no people to help the crowd.

- The self check-in machines were NOT working at all and we couldn't print the luggage tags and we have to try all the machines again and again to get the tags printed.

5. Lastly, the staffs themselves are not clear about what should they do for our situations and we were totally lost as time was running out. Each of the counters gave different directions as if they were just pushing us away to other counters without understanding our situations. From self check-in to counter check-in to premium check-in to customer service and to several different counters after that. It was all acted upon your staffs advices. Instead, the directions were all unnecessary because we could have solve it without going to so many counters.

Unfortunately, because of all the negligents added up, my family and I were not able to make it to our first flight and we had to purchase another tickets again.
As airasia is professional in providing airline services, I am unable to find any reason to excuse all your negligents in providing poor services which ended up in causing losses to me.
It's totally unfair and unreasonable for me, as a consumer, to bear the losses for your negligent.

We are severely affected by this situation therefore with due respect, I will want to claim compensation for my financial losses

Thank you.

I have contacted with airasia and they agreed to give my credit back (RFT6PH) to my airasia big.
This is unfair as I can only use that to buy tickets from airasia again. I have to plan for an unintended trip, and PAY AGAIN for my back tickets which cause me to suffer more financial losses.
And airasia, with their strong bargaining power, is going to earn benefits from their negligent. We, in the weaker position, have to agree to whatever they proposed to us as we had no choice to suffer more detriments!
How's that fair? Where is our consumer protection?

It's only fair if I get a both-way tickets for my trip. If it's only one-way, it's so clear that airasia is misusing their power to gain benefits. Thankyou

Scheduled to fight at 14.55 on 30/11/19 for U2 concert in Singapore. Me and my partner arrived at KLIA2 and passed the custom before 14.00. Since there was announcement made on the delay of fight AK715 (with sms notification too), we then went to wait at The Premium Lounge at the Wellness Spa. The notice board clearly indicated "Gate Open" at 15.35 (pls refer to the evidence attached) and by the time we went to the Gate P3 at 15.30, the plane had aldy taken off. We were so shocked that the "Gate Open" at 15.35 but the plane flew by 15.30... 😏

The AirAsia staff at the Gate P3 just told us to buy and get the next flight at 16.20 online. God knew how hard we tried but we still couldn't get to book online( later then only we realised we cannot book online if the boarding time is so close to the booking time). We had no choice but to rush all the way out (and yes we had to notify the immigration officer 1st before made our ways out).

We were told to make our purchase at either counters U16 or T16, since U16 was closed we then had to queue at T16, by the time it was already passed 16.00. We knew we couldn't make it for the 16.20 flight but we still wanted to try to get into the next flight in order not to miss the U2 concert at 20.00. By that time, air fare had aldy went up to RM1, 280 but we were still willing to pay cuz U2 concert was more mattered to us...

After ~10mins of waiting, my partner then decided to try his luck at Sales Counter while I remained to queue at T16. After ~20mins of waiting, my partner rushed back to inform me that the Sales counter staff told him to buy the tickets at Counter T16 (when I was queuing) but when it was finally our turn, guess what, the staff at Counter T16 told us to go back to the Sales Counter instead! The staff was so inpatient and said that we were at the wrong queue despite we told him that Sales Counter's staff told us to buy tickets at T16. He then challenged us to call the staff (again, MISLEADING INFORMATION by the AirAsia staffs).

We had no choice but to RUN to Sales Counter to look for the same guy who told us to get tickets in T16. Guess what, by having all these unnecessary dillydally from the staffs, the last 3 tickets for the next flight at 18.00+ To SG WAS FULLY SOLD. In short, we had not only missed the originally flight but also missed the 2 subsequent flights due to MISLEADING INFORMATION by who, the AirAsia staffs... 😒

I am writing this to express my grievance toward this misfortune incident. The AirAsia staffs could have done better to assist us. Moreover, the flight notice board was clearly stated Gate Open at 15.35 (and we were not even being late to the gate)! Why should us have to be financially and mentally penalized by AirAsia's own mistakes?

None of the staffs actually felt apologetic or gave us the proper guidance. What happened to us could have been salvaged if there were proper guidance from the staffs.

We not only missed the flight, we missed U2 concert, not to say the accommodation we booked in Singapore. What happened to us was disappointing and unpleasant, we believe AirAsia is responsible for the negligence and we hope this will not happen again to other fellow passengers with AirAsia.

Scheduled to fight at 14.55 on 30/11/19 for U2 concert in Singapore. Me and my partner arrived at KLIA2 and passed the custom before 14.00. Since there was announcement made on the delay of fight AK715 (with sms notification too), we then went to wait at The Premium Lounge at the Wellness Spa. The notice board clearly indicated "Gate Open" at 15.35 (pls refer to the evidence attached) and by the time we went to the Gate P3 at 15.30, the plane had aldy taken off. We were so shocked that the "Gate Open" at 15.35 but the plane flew by 15.30... 😏

The staff just told us to buy online to get next flight at 16.20. God knew how hard we tried but we still couldn't get to book online( later then only we realised we cannot book online if the boarding time is so close to the booking time). We had no choice but to rush all the way out (and yes we had to notify the immigration officer 1st before made our ways out).

We were told to make our purchase at either counters U16 or T16, since U16 was closed we then had to queue at T16, by the time it was already passed 16.00. We knew we couldn't make it for the 16.20 flight but we still wanted to try to get into the next flight in order not to miss the U2 concert at 20.00. By that time, air fare had aldy went up to RM1, 280 but we were still willing to pay cuz U2 concert was more mattered to us...

My partner then decided to try his luck at Sales Counter while I remained to queue at T16. After ~20mins of waiting, my partner rushed back to inform me that the Sales counter staff told him to buy the tickets at Counter T16 but when it was our turn, the staff at Counter T16 told us to go back to the Sales Counter, tje staff was so inpatient and said that we were at the wrong queue despite we told him that Sales Counter's staff told us to buy tickets at T16. He then challenged us to call the staff (again, MISLEADING INFORMATION by the AirAsia staffs).

We had no choice but to run to Sales Counter to look for the same guy who told us to get tickets in T16. Guess what, by having all these unnecessary dillydally from the staffs, the last 3 tickets for fight 18.00+ To SG WAS FULLY SOLD. In short, we had not only missed the originally flight but also missed the subsequent flights due to MISLEADING INFORMATION by who, the AirAsia staffs itself... 😒

I am writing this to express my grievance toward this misfortune incident. The AirAsia staffs could have done better to assist us. Moreover, the flight notice board was clearly stated Gate Open at 15.35 (and we were not even being late to the gate)! Why should us have to be finally and mentally penalized by AirAsia's own mistakes?

None of the staffs actually felt apologetic or gave us the proper guidance. What happened to us could have been salvaged if there were proper guidance from the staffs.

We not only missed the flight, we missed U2 concert, not to say the accommodation we booked in Singapore. What happened to us was disappointing and unpleasant, we believe AirAsia is responsible for the negligence and we hope this will not happen again to other fellow passengers with AirAsia.

I want to contact air Asia becz the staff of air is to bad those who are sitting in nscb air port I was only 5 to 7 late for brooding there have not allowed me for brooding there was a time . I have requested so much to allow me with my family and also requested them please send us and my luggage to next flight then also he not allowed me then I have cancelled my ticket and another fight ticket and ticket was of RS 19680 who will beer this amount this was of spice jet and air Asia ticket was of 10409 I want full refund by air asia my booking ticke no was NR7733944654792727