AirAsia
Reviews and Complaints

Me and my friend had to take a flight from KLIA2 to Taipei on Sunday 20th October. (Flight details: nº AirAsia X D7 376; from KUL to TPE; departure from Kuala Lumpur at 17:40h - arrival to Taipei at 22:25h).
(Booking details: name: Adriana Oscoz Virto; Passport nº: PAJ744249; PNR: XZ44QM)

We arrived at the airport by taxi from the city centre. Due to very big traffic issues we arrived to the airport (KLIA2) at 16:15h is not sooner.

As soon as we arrived, we proceeded to go to the auto check in machines, as that it was what a staff lady told us to do because although we tried to do the check in online, it didn't let us to do so. Due to the long queues there, we waited for a long time for an auto check in machine to be free, we tried to do the check in there, but it reported a problem and it didn't allow us to.
So, after that, we proceeded to the counter, again with queues. They didn't let us go first and no-one was helping us. The queues were long, and formed due to poor organisational issues, (people opening their luggage everywhere and taking a long time). It was all a mess and there were not many operating counters.
Finally, we got to the front, being now 16:50h more or less, and the staff woman in the counter says that we couldn't check in! She argued that the system was closed already! She was not helpful at all, and overall, she was very rude to us. Didn't say anything helpful, only saying that it was our fault in a bad manner, like looking at us with superiority instead of what she should do, that is offer us help or a suggestion. We were very disappointed with the treatment we received from the Air Asia staff.

Above all, no-one told us that the check-in system closes one hour previous to the flight departure time. We didn't book the flight from the Air Aisia web page, but from another one (which is a completely normal thing to do). And we didn't get any notice of information about that! It is your responsibility to make sure all the passenger taking a flight with your company get all the complete information.

After speaking with 4 different service counters, they told us that was impossible for us to get into our flight, and that we have to buy a new one! Next available flight to Taiwan was next morning (Monday 21st October) at 7:30am. So, we ended up staying the whole night at the airport and spending again a big amount of money in the second flight. Adding to this, we had to be on Monday morning in Taiwan because of multiple appointments, and we had to delay everything due to this problem. And it costed us even more. Which we still believe it is not our fault.
Moreover, as we were waiting at the service counters, we noticed that we were not the only ones with the same issue. This shows you poor and vague organization and communication of the information.

We strongly believe we were not at all informed correctly and that it is not our fault. That is why we demand a refund for all the damage caused. At least from the first ticket price that we didn't get in (85€). Moreover, we are also very disappointed with the AirAsia staff in the counter. They were very rude to us, and that is not a way to treat customers.

I will wait for a reply and hope you take the case seriously.

Thank you.

Adriana Oscoz.

Good afternoon,

My name is Natalia Valencia Abaigar (passport number XDD301612) and I booked along with a friend a flight with AirAsia scheduled for yesterday, 20 of October of 2019 at 17:40h from Kuala Lumpur International Airport T2 to Tayouan International Airport T1 (arriving at 22:15h) with booking reference D7376.

Yesterday we arrived to the Kuala Lumpur airport at around 16:15 the latest, with enough time to do the check in (one hour and a half before the flight). The problem is that when we arrived the staff told us to go to one of the machines of the self-check which had a long queue and after trying to do it it would not allow us to do it. After explaining this to the staff, she told us to wait in line for the check in at the counter. The AirAsia staff was insufficient (as there were many people waiting on the line and few workers) and very inefficient (slow). When it was our turn to do the check in (more than half an hour passed as we were waiting in line for our turn, it was around 16:50 when we got to the counter) the counter staff told us that it was too late for us to do the check in as they closed the system one hour before the flight. She was very rude and not helpful at all: she just told us to book another flight without even trying to find an alternative or a solution and sent us to the customer service counter. We explained the situation to the staff in the service counter because we still had 40 minutes to catch the flight but nobody helped us and said there was nothing they could do. At the end we missed our flight just because of the bad organisation of the AirAsia staff. We had to spend a lot of money on a new flight the next morning (7:30am) and spent the afternoon and the whole night stuck at the airport.

I am incredibly dissapointed with the company and with the way things were handled. I was not informed in any moment that the check in was not possible one hour before the flight. We were not the only ones with this issue so I think it is a problem of AirAsia as it is not taking care of informing the customers properly. I had many appointments the next day and I had to postpone every one of them which was even more costly to me. This is the reason why I demand a full refund of the ticket price (84.56€) because I did not get in that plane and I believe it is not my fault.
I attach some information of the flight as well as the price for you to see,

I hope you can help me and thank you for reading my complaint
Natalia Valencia

Hi
I was travelling Manila to panglao on your airline in September this year with my wife, all was well travelling to panglao but returning from panglao on 18 September there was an issue or mistake regards my luggage, not sure who has made the error as we travelled with luggage but return did not state luggage at check in desk, your assistant was so very rude to me and my wife and charged me in excess 6500 pesos to have baggage brought with us
I tried patiently with your assistant so we could sort out this error but she was no help at all and as I say very rude, she chose to ignore me and continue with her works
I travel all the time through phillipines with Cathay Pacific and phillipines airways and decided to give yourselves a try as your fair is competitive, I have never been treated so badly or felt so angry in all the years I have been flying
Can you please contact me regards this as I would like to resolve and put this matter behind me and move on
Thanks
Kind regards
Kevin Long

BZ5RZD
My flight was rescheduled to a different date though i kept informing numerous airasia staff that i need to travel on the 16th! They refuse to escalate my case even after i request to communicate with Tony Fernandes! I have suffered losses and distress because their staff cant handle my case! I feel the only way to solve my isdue is to communicate with Tony Fernandes!

I would like to express my displeasure about the live chat service. I've tried to contact Airasia when we found that we're unable to reach airport last time and the person who in charge of my case, was unhelpful indeed! However, i thought it will be the last case for us. Unfortunately, we get the same person as well through the live chat.
his speed is slow enough and he seem unhelpful indeed!
We're trying to bring down the issue but everything seem reversed in the way.
Hence, I hope that your company will take appropriate action to the person.
thank you

Nova Frennie Dinamling
+63 [protected]
[protected]@gmail.com

I was about to book a group flight of 17pax with 9pax as first batch to book and 8pax after; kalibo to manila ; Jan. 21, 2020.

I didn't notice When I first booked 9 pax with departure and arrival wrong/alternate. It came out Manila to Kalibo that supposed to be Kalibo to manila.

I immediately talked to fellow allstar first through online chat and advice me to rebook the correct flight before they will refund the wrong flight I book. And then the CheapOair customer service contacted me and tried to book me the correct flight but it was expensive for me than booking in your website Airasia so I asked them to check first with airasia and call them back again. So I messaged airasia again (fellow allstar) through online chat and they told me to rebook ticket and asked CheapOair to do the refund request. But when I talked to cheapOair again they said that they will rebook the ticket and the wrong booked flight will cancel but it will not be refunded since it is not refundable.

I'm really feeling sad and upset since I was expecting that the wrong flight will atleast compensate my correct flight since they first told me (fellow allstar through chat that it will be refunded after I book the correct flight). I am and will be booking a group of 17pax and it will be too expensive to handle if it will not atleast compensate or refund the wrong flight to be corrected.

I understand that in your policy it is non refundable but I am still hoping to atleast help me to refund or rebook the correct flight for me not to pay too much. My family preferred your airline Airasia since it is the cheapest and has a very good service.

I am hoping your kind office to please help me with these. Thank you

Hi I am Jacqueline, I request refund due to double payment on Booking Number Q2K43X. I submitted my request through AVA and my refund case number is [protected].

However, AVA did not help me at all. The refund case status showed "completed" on 11th Jun 2019 but i did not receive the refund at my bank account. It did not show bank account details in the email.

After that i called to Airasia Customer Service, they claimed that they did not see any Bank Account details in the refund case so means AVA did not help me to put bank account details. Until now, i did not get any money.

I have booked a flight goibibo for 22nd oct from Guwahati to kolkata. My pnr is UWC27L & flight no is I5-585. This flight they are telling due some problem it has been cancelled & they offering night flight. I don't want this want my full money refund. Otherwise I have to take other actions. I have booked this quite before and time was favourable for me but night flight I dn't want. Please cancel the booking and get me full refund

AirAsia flight I5612 scheduled to depart from CCU to MAA on 03 October 2019 was
cancelled without prior notice after we checked in and finished security. No reason was given for the same. The staff was very rude no refreshments or compensation provided. Only after innumerable requests fights and threats we were finally put on a flight 8 hours later after harassment no food or an apology. Any flight delayed beyond 4 hours has to be compensated. This was canceled. Please do the needful

I received my baggage in damaged/ripped status. When complained to the team, there was no responsibility taken. He didnt even want to file a complaint. the Air Asia staff Anbhajagan said it is not Air Asia issue, we can just show courtesy but no complaint can be filed. After lot of time waste and argument, the third party member filed a case.please provide compensation for damage.

I travelled from Male to Melbourne (layover in Kuala Lumpur) on 2 of October. Flights AK73 and D7216. When I arrived in Melbourne one of my baggages was completed destroyed. I bought this bag not even a year ago and it was perfect, not damaged or ripped. When I grabbed my bag I couldn't believe it. The bag is missing one handle and they must have dragged it because it's all ripped on the bottom of the bag.We collected the bag on the same day around 10pm at Avalon Airport and we went to see a AirAsia agent straight away to report the damage. We saw a lady (unfortunately I don't have her name) she didn't even asked what happened and gave us a form to fill, and I started explaining to her that our bag was completed damaged and then she still not looking at us gave us a damage report brochure and highlighted a sentence and said we can't do anything, it's not our liability. You should use your travel insurance. She was super rude and not professional. Air Asia dragged, ripped and destroyed my bag and she didn't look at us and gave us a paper saying that wasn't their fault!. Certainly is not ours, we checked in our bags in good conditions and we collected it in terrible conditions.

I am 4 months pregnant and traveled by Air Asia from Hong Kong to Jaipur. My travel date was 25th September, 2019 - 1:20 pm from Hong Kong to Kuala Lumpur & then 6:55 pm flight from Kuala Lumpur. My husband & I were holding a premium flex ticket and had signed the Release & Indemnity (Expectant mother) form in Hong Kong itself. My booking number was U52WJK. During our journey, the flight from Hong Kong was late by 1 hour and we were assured by the staff that we wouldn't miss our connection as there would be ground staff waiting for us when we reach Kuala Lumpur to help us get to our gate for the next flight. When we landed in Kuala Lumpur, not a single staff to help us out, we had to run all the way to the gate which was 25 minutes farther and our other flight was already boarding. Not a single car to help us reach there, especially in my condition where i could've fainted or not fell well. What was the point to inform you if you cannot help us. Even after we reached the gate there was no relief from the staff who saw me out of breath and yet kept shouting for boarding, and when i asked them for a complaint form, kept ignoring my request and just wanted to transfer me to another person that would again ignore my request. When signing the form, i had released Air Asia of any problems during the flight, not during their mistreatment of pregnant women - is this the way Air Asia deals with pregnant passengers. If such is the case, then maybe you should completely stop accepting pregnant passengers as you don't have any ideas on how to deal with them. VERY DISAPPOINTING. Secondly, when we fly from India, we pay extra for the meal on board and don't have any option to choose vegetarian options - like every other airline. When we reached our seats, they informed us that the "complimentary" meal that i've actually paid for is chicken only. Therefore, again denying a pregnant lady of any meals on board and no option to purchase any meal on board because your flight was late from Hong Kong and not our fault. Thirdly, when we reached Jaipur, we had express baggage tags on our suitcases, and yet we received them last. DOES PAYING EXTRA FOR SERVICES MEAN NOTHING TO AIR ASIA & SINCE YOU CHARGE FOR EVERYTHING CAN WE GET OUT REFUND FOR BAGGAGE ALSO AS WE CERTAINLY DID NOT RECEIVE IT EXPRESS? Lastly, when we received our baggage, the handle was broken and when we complained to your staff he says and i quote, "oh, its such a normal thing and happens usually" and did not allow us to file a complaint. Very horrified with the behaviour of staff and Air Asia.

My Booking ID IS IQ2KKY ON 25/09/19 and my name is Sridhar Gajendran. My check in box was damaged. It is a hard big box and the box is cut on one side...It's a new box and the way of handling was worst and the cabin crew also were not polite. I was travelling with my wife and two kids and got the seat near the emergency exit where we cannot recline our seat. There were lot of empty seats and I asked the male cabin crew if it's possible to give us another seats at the back which were empty..He replied rudely that once alotted cannot be changed...Worst experience and I will never travel in Air Asia again..

Dear AirAsia team.

I recently traveled on QZ366 from Singapore to Bandung. This flight was on the morning of the 21st September 2019.

On take-off I noted that all seats next to the 4 off over wing emergency exits were empty. When I asked the flight attendant why, she replied that the emergency exit seats were only available to those passengers who had paid for an upgrade.

I was shocked. It appears that AirAsia had a policy that puts Profit infront of Passenger Safety.

Filling these seats should be a priority, on the basis that having empty seats at the emergency over wing exits, will drive extended opening times in emergency cases -> Firstly to identify who is going to open the 4 off exits, then to move to the door exit areas, and then to familiarise themselves with the door opening mechanism.

These additional seconds have the potential of making a bad situation, deadly.

Can you advise on the timing to review and or change AirAsia Hot Seat passenger policy?

Thanks,

Alex Nash

Dear Air Asia,

My daughter was traveling from Pune to Delhi by your flight no I5-736 (PNR NO. Z6DIUX) on 21st September 2019 . The flight was supposed to take off at 1:30 pm but we're told thay due to weather conditions it is delayed by 1 hour and then again by half an hour more, although your checkin staff was supportive and helped in webchecking for another flight which she was supposed to board from Delhi which was to be departed at 6:20 am. and getting print out for the same as well with a reassurance that Flight won't be delayed further.
While waiting for boarding it was told that there is further delay due to weather by ground staff, funny as other flights were taking off just fine. After being taken inside flight a around 3.00 hrs, filght was further delayed and we came to know that reason for delay was due to some crew member's luggage got exchanged with customer and in her luggage there was important documents because of which she can't fly and we have till we get that, this was told by Pilot.
Because pure negligence on part of Air Asia crew my daughter missed her flight from Air India flight 9I-9645 and she had to take a cab at exhorbitant price upto DEHRADUN as no flight or train was available at earliest and she had to appear for an interview. Also she had to perform a road journey alone and that to of 6 hours. This is for your information and necessary action at your end. I will have to think twice before booking a ticket from AirAsia
Rajesh Kumar
F/O Shweta Srivastava (Passenger on your flight)

- Their "filtering system" is the worst mainly because they should have prevent passengers with eye infections from the very beginning
- Causing a passenger that has been offloaded last minute who was at a disadvantage (being pregnant and bringing her kids while her husband awaits for their return )
- Inadvertently questioning the customer's honesty after showing a letter of consent from an opthalmologist
- Incurred loss in terms of money (car fuel) and time
- Disrespected a pregnant woman by shutting them out of the airplane

on the flight to Soekarno Hatta Airport - Indonesia. My husband lost a bag of souvenirs containing Legos bought at the HEINEMANN Duty Free shop. but when I was taking items that were left behind at the inspection, at gate Q 11, the item that my husband bought was lost. please return or track via CCTV to find out the whereabouts of the items my husband brought. thank you

AirAsia has changed the day of our booked flight and didn't give us options for the new flight. (We had booked flight + hotel with AirAsia, as a package deal). We tried to contact them to solve our problem, because we have to buy one more day in a hotel in Thailand. So we contacted them to see if they could pay this extra day for us, not because of the money, but because every time the air company is the one that never can do anything and the only answers that we got was "AirAsia cannot do anything". So, we tried to contact them again to see if was possible to change our flight day, but they don't have any flight for the day that we want. And again we tried to contact them to see if they could upgrade your seats and again the answer was the same "sorry, we cannot do anything. That is really annoying. We paid 34 Australian dollars for one extra night in a hotel. It is nothing for a company such AirAsia. As I said, it's not because of the money, we just want AirAsia to care about their customers and future costumers.

My mother, 76. It happening during connecting flight KUL-SUB.
The wheel chair helper left my mother somewhere far, promising to be back.
After 1 hour passed but he hasn't come.
My mother asked Malaysia Airline help to contact Air Asia. But she missed the connecting flight.
The most terrible thing, I bought hot front seat because she has problems with her knees. But she got seat no. 31 at the very back.

I arrived at the Gate 4 at the Kuching International Airport at 9.20 am this morning (12 Sept 2019) for the 9.30 am Kuching-KL flight, but the push-back for the plane had already taken place. The ground crew gave me a lame excuse as to why the plane departed 10 minutes earlier than scheduled. Consequently, I had to purchase a later flight (10.50 Kuching-KL flight) at a cost of RM349.28. If the plane in actuality departs 10 minutes earlier, then the Airline should state inform passngers that the flight was scheduled at 9.20, not 9.30 am. My booking number for the flight I missed is PVIBUJ, and the later flight I took is ARB18S.