AirAsia
Reviews and Complaints

Dear AirAsia Customer Service Center

I have been a devoted customer of your company for year now and I hope you may concern about this issues that complained below. Me and my friend was taking domestic flight from Ipoh to Singapore (09:45/12.09.19). After we check in while we want to on board the airport police called us "Cepat cepat" . My family was accompanied and drop off us on the airport, we rush to the in boarding door, while almost reached we just stop for few seconds for taking a goodbye photo with my family...After that we was stopped by your company (AirAsia) staff who called Muhd Asrul (refer to photo below with black circle highlight). He said that we was late and can't aboard, but during that time we are arrived punctual and 20mins before depart. We was shocked and asked for the reasons, your staff replied that because we were late. But we didn't ! After that my mom keep asking why and this staff talk lot of nonsense to procrastination our time. My mom keep on asked for the reason, and the attitude of the staff was horrible and rude, he don't even reply our question and directly walk away. I don't know why AirAsia will hires poor quality with horrible attitude staff like this. At the end I need to spend extra to purchase another air ticket, because all the schedule was set. I will wait for one week to hear back from you about this issue, and I will seek help form a customer protection agency.

Looking forward to heard from you soon, I can be reached by email : [protected]@gmail.com anytime.

Sincerely
Hoo Woei Woon

I was flying from Miri to KL today, 11 Sept 19, on airplane AK5652, depart from Miri at 1:45pm. I have two incidents to report/complaint:

1) I could not allocate one of my luggage at the baggage claim belt area, and was not inform of the way to collect my NEEDED CARE baggage at the departing counter nor the arrival airport. At the end, I had obtain wrong information from strangers that AirAsia office is located outside the airport building. I rushed from floor to floor try to find the said office with my mild Autistic child deposited at one food court, taking risks of him wondering off if waited for too long. At the end, I managed to get correct information from Malaysia Airline customer care counter. I went back into the baggage area and finally claimed my missing baggage, a big computer monitor. at a counter located at a hidden corner!

2)The night I unpacked my bag and found out that one of my iPhone charging plug and two charging wires went missing from the front pocket of my bag! leaving behind one charging plug only!

I actually appreciate the extra care your staffs gave to customer's PRECIOUS /FRAGILE baggage, but ZERO tolerance to the untrustworthy behaviour. He that will steal a pin, will steal an ox.

I hope that AirAsia can consider about to stop the direct flight because there are many students from Tawau who studied in Kota Samarahan. If AirAsia stop the flight, we had to take a double flight which is from Tawau to Kota Kinabalu then Kota Kinabalu to Kuching. It will cost us more and it will burdensome our parents since we are still a students.

Hello
Hoe are you?

I booked yesterday flight for my wife and kids
Surat thani to bangkok
6pm to 7.10pm
The software show the wrong time finally.
Final booking 8am..
I see that the next morning! Only 14hours later.
I paid 1500 baht today to change the correct time.
Booking drbk7s . Koednui nantida and Martin kachain theo. 2 persons

I am sure I choose the good time when i booked.
I booked 4 flights with you yesterday..
My flight i booked too arrive bangkok 7.50 pm.. 40 minutes after my wife and son the 20 September..
Your software didn't save the time i choose

Please, refund me the 1500 baht (750 baht per person) to correct the software mistake.

Or give me 1500 baht ait asia credit if you want

Thank you very much
Antoine Martin
[protected]@hotmail.com

My BIG Member ID is [protected], D7 379 July 19 we flew to Bangladesh, while we reached we found our small luggage bag digital lock isn't working, we brought the matter to AirAsia Dhaka airport staff but they didn't take any steps rather pulling the zipper end out. AK70 Aug 27 we reached Kuala Lumpur airport and found our 2 big luggage's wheels are damaged and we almost pulled them to hotel. After getting back to Taiwan we sent all 3 luggages to Eminent, Taiwan where we have to spend USD 50 to fix them to workable.

Please do the needful to offer better service.
Thanks n regards
Anowar

I bought a ticket travel to narita on end of nov 2019, the ticket shows the psc is rm73. which is non asean charges. I understand from the news release from the minister of transport, the psc will be reduced to rm50 since october.

I have try several ways to get refund, Ava and facebook complaints. there is no response from them.

Please advise how can i get refund on the extra psc i paid.

At first, the airsia helped me a lot with the refund process then after weeks of waiting for the refund transfer they asked me through email about the bank in which they will TRANSFER the refund. As days past by, they kept telling me that the refund is on the way and it will be transferred to the provided bank account. They asked us for authorization letter that include in it the account number, holders name, and swift code. 10days after they emailed me with the refund transfer, through a different bank account, in which I NEVER PROVIDED. And they transferred it to a credit card that I still need to call the bank in which they transferred the funds so start the process. I got disconnected for 12 times by agents named: Gayanithiri, Muhammad, Shanivah per se, The only helpful agent i knew was hew and he was not available when I asked all the agent I got to. The last time was, I asked airasia why they didnt comply with the information provided. He never answered me. That gayanithiri agent.

Pat who is a guy Flight Attendant in AirAsia was rude. I asked him nicely if there's a certain food on their menu and he answered me while raising his voice. I got shocked because that was my first time being treated that way. The other women flight attendants were at least nice to the passengers. Flight details: Z2 189. Osaka to Manila. Time of Departure from Osaka: 14:15.

Dear Air Asia,

I would like to complaint your staff in regards of her attitude in self baggage drop counter. On 05/09/19 AK1791 to singapore. I was asking her which barcode need to scan in the luggage tag she simply answer "THAT" Barcode. There is a lot barcode in that tag. And when i try to fix my luggage position she simply say DO NOT TOUCH ANYTHING! SERIOUSLY? THERE IS AN FRAGILE ITEM IN THE BAG! IF BROKEN WILL SHE GET THE NEW ONE IMMEDIATELY FOR ME? Please give a proper training to your staff i never had this bad experience before.

Travel date 10 the August 2019 from Chennai to Bkk, flight 154 Airasia, D339RX. Passenger name Mrs.Indra Louis
Dear Sir/Madam,
This is my 4 th written complaint to the customer service and also complained over the telephone to the customer service support.
I travelled on the above mentioned dates, the flight was delayed by more than 1hr, on arrival I had requested for wheelchair assistance coz I have severe OA, unable to walk long distance, climb or descend stairs. Staff told me that one of the staff would be waiting to receive me at the terminal, with great difficulty I managed to go in the bus, on arrival I find NO STAFF WAITING FOR ME, I requested some security staff and passengers to help me but none of them were able to do so. My daughter had to run around for more than half hr couldn't find any help, she luckily found the airasia crew members in the different staff elevator and asked for help, they also couldn't find the wheelchair assistance staff, all of us had to wait for more than 1 hr and I was suffering with pain unable to stand or sit.
I had written so many complaints but did not get any reply.i hope this reaches you'll and see that they don't repeat the same to any other disabled passengers like me.I went in airasia from Bkk to bengaluru, I did not face any problems, I had a pleasant flight.
I hope at least this complaint letter reaches someone and hope to hear from you'll ASAP.
KIND REGARDS,
Dr.Louis

23rd Aug I have a flight booked from Kolkata to Bhubaneswar. For Final seat allocation Air Asia send me SMS of due payment Rs. 400/-; I have tried to pay Rs. 400/-, but during payment process via Air Asia they have deducted Rs. 1000/- from my account.
Instantly I have filed complain to customer care and complain no. is [protected]
after 7 days I have received SMS that on 29/8/2019 my account will be credited with
Rs. 600/- but no amount has been credited and 4/09/2019 I have received email that
Rs. 600/- credited on 29th for that case is closed.
But nothing I have received. If this is the scenario I will surely file complain to consumer forum for such harassment of customer.

Would like to complain counter S15, 08:15am (5/9/19) a lady (AirAsia Tikecting) that act rebellious & shows disrespectful towards me, as a passenger. No ethical, when I came to hands on baggage & wanted to made payment for exceed baggage. The way she communicate, with no ethical & rude by telling me that my credit card & debit card declined. A minute after, I went to S14 hands on baggage with cash payment up of sudden there's 2 paxs (European) on her counter using credit card and valid, she immediately showing to me without feeling guilty saying that "see this credit card is valid" Infront of other pax. AirAsia, please shows respect to pax albeit it's low cost. No customer service ethics on you. Shame on you. Please raise this issue.

On Tuesday night of Sept 02'2019, we had made online purchase of 3 Round Trip Air Tickets(Oct 29-Nov 02'2019). After done, we found that the fare of our Return Flight (AK503) was charged at different rate during the same booking. As shown on the monitor screen, the fare should be @RM197/pax BUT we were charged @RM287/pax . Therefore, the difference of @RM90 x 3 passengers must be refunded to us accordingly because it was not our fault.
We tried to contact Air Asia at BIG Loyalty Support (all 3 of us are BIG Loyalty members) BUT were asked to contact Air Asia Customer Care Support, then were advised to live chat with Virtual Ms Ava who repeatedly asked about our Booking Number(A489JX and G5GT2E) /e-mail address/Full Name and also kept on repeating the standard Q&A without solving the problem. We provided the information as instructed BUT were told that they could not find the bookings. Then the case was closed. We tried to contact Air Asia office at [protected] & 2171 9222 . Both telephone lines were cut off automatically as soon as it was connected.
We were deeply disappointed with Air Asia service.
Air Asia is very irresponsible to ignore and treat us rudely.
It is very unfair to their Loyalty patrons.
Our request is very simple, to get back the refund of over-charge. That is all.
Kindly help us. Thank you.
Also Many Thanks to Complains Board for helping us.

I had a very bad experience with airasia staff at kuala lumpur airport, I was flying back from kuala lumpur to bangkok, arrived to airport before the counter close and airasia staff guide me to check in by the machine without even asking about my flight number or when is my flight and after 15 min useless tries with the machine I decided to check with check in counter, a very unfriendly rude staff told me sorry we closed boarding to this flight after 10 min and you can't be in the flight, she didn't even try to do anything not even say sorry on behalf of her college who wasted my time trying to check in by the machine, went to customer support so they can help me but the same way nobody care!
It was very bad experience flying with airasia with a very bad experience for asian countries tourism, the funny thing when I asked one of airasia staff to put me on the next flight he told me it's low cost airlines we can't refund or even put you on the next flight
I end up waiting for more 24 hours at the airport waiting for the next flight and I had to pay for a new ticket for a mistake I didn't do

My booking reference id: nte5rc

My email address : [protected]@gmail.com

I hope you can do something to prove the opposite of what your staff said to me that its a low cost airlines

Regards,

Taipei- Nagoya flight DJ 804 departing at 11:25 on Sept 1, 2019. Boarding time 10:40, at 10:40 there was an announcement that boarding time will be delayed to 11:10, past 11:10 there was an announcement that the flight has been cancelled. They didn't even announce the cancellation in Japanese, when they know that they have mostly Japanese passengers. The people i was waiting with didn't have a clue about what was being said.

Then came this staff who was announcing that we should decide on the spot if we want to stay at a hotel and leave tomorrow, or if we want to fly the same day and as the staff said [I will give you a refund.] Imagine being rushed to decide on what to do when you just told us that the flight has been cancelled 10minutes ago. And they were already sounding very rude when the passengers kept asking about what was going to happen. They just want us out of that boarding gate very soon. It was not our fault that the flight got cancelled so we would have appreciated a better treatment than being borderline yelled at and rushed to decide. What if there were passengers there with no companion, have to go home that very day but has no money to book a new flight? It was such a traumatizing day for most of us. Some people had to shell out huge amounts of money just to be able to get home.

And then we thought that the refund would be handed out to us but we were just told [You have to go to the website and process your refund from there.],
] which was the opposite of [I will give you a refund.] statement isn't it? All through this ordeal I think I only heard an apology when there was announcement (not even sure if there was one that time), and an apology from one of the staff who guided us to the terminal 2. The staff were just very concerned about getting us out of that gate without regard for the passengers' stress during that time.

We want a refund of the payment ASAP, and I don't know how you are going to repay the emotional, mental, physical stress a lot of us had to go through that day, but we want compensation for that, too. Also, we need better service from Air Asia, this way of responding and dealing with the inconvenienced passengers is very unacceptable and needs to change. You also have to make sure that your passengers understand what you're talking about, not everyone can speak English.

Reference: flight number AK 6117, booking number B1T6TA]

I am writing to you in connection with the above flight on which I booked to travel on 17/8/19 (Saturday), from Penang to KLIA2 [protected]). I noticed that there are some bugs in your Air Asia mobile apps that could not record the check-in properly. I had previously checked in this departure flight using the Air Asia Mobile Apps in the morning that day (see Screenshot 1). The apps instead ended up checking-in my returning flight (AK 6141) but not the departure flight (Screenshot 2). There is no other flight option for me to check-in, this misled me that I have done checked-in all the required flights. However, my check-in on departure flight was not recorded and I had to buy another ticket that costed RM298.10 on the spot as I had missed the check-in time. One day before my returning flight, the Air Asia mobile apps updated the bookings and showed only my previous departure flight on the upcoming flights page (but not the upcoming returning flight) (Screenshot 4). It was the only booking option that I could check-in at that time. And there was also no record on the flown flights page (Screenshot 5).
I am very disappointed and unsatisfied with the defects in your Air Asia apps that resulted in flight checking-in failure. Please investigate my complain. I hope to get a refund of flight booking fees (RM298.10) for the replacement flight that I booked.
I included the screenshots of the Air Asia apps and copy of my connecting flight payment details.
Thank you.

I did Web checking, got boarding pass and completed all the procedures and they didn't allow me to drop my baggage. My flight was at 1.05pm on 30 th August 2019 (KUL to NNG) and I reached there at 11.30. Staff told us to do Web checking and get tag for luggage, that was our first time to do Web checking.No staff from AIRASIA was there to assist us there. After completing that we stood there in line and procedure was going on and suddenly they told us that we can't drop buggage since time crossed Actually 7 of us were left there like that we talk to them and all of us were students. They left us with one option other than leave the baggage and board the flight. We asked them to do any other alternative way to get our luggage by courier or other flight options and they were not ready for that.5 out 7 of us missed that flight other 2 left there luggage and went. We did all the procedures got boarding pass and everything. What was our mistake? even if the time limit for check-in is 12.pm we reached there on 11.30 did web check-in and all before 12.pm they purposefully didn't allow students I asked them that I want to meet airasia manager and surprisingly they told that no airport manager post in airasia. We are just students, that why we booked low fare flight and that doesn't mean us to get low values from any airline companies. We never expect this from airasia malaysia company. And I want to register this complaint against airasia (Malaysia) for there irresponsible low value actions against students including me and I want to refund my booking amount since it was their mistake. I lost my money, time and missed my registration date in college.

I had booked three seats, along with seat selection, on Jaipur-Hyderabad sector for Auhg 31, 2019. I also got the boarding passes for all three seats. The tikcets were for my Wife, and my in-laws.

My FIL, and MIL could not travel; however, my traveled on booked ticket. When she boarded the flght, to her dismay she e found that the other two seats (9B and 9C) were allotted to someone else, despite those being alotted to us. I had booked 9A-C for my family.

It is astonishing that even though I did not cancel the ticket / seats, your airline allotted (re-sold) those two seats to someone else. Thereby, ended up making twice the amount on same seats, as practically, you sold same seats twice.

As a courtesy to your customer, you must refund the amount of those two seats to me, as even without canceling those seats you re-sold those seats to someone else.

The tickets were booked on I5 1543, and pre-booked seats were 9A-C for August 31, 2019.

It is ironic that you ended up alotting same seat twice, without I even canceing the seats? As you are very prompt in deducting the cancellatin chaarges, I expect the same promptness in returing the amount to me for two seats, which you "stole" from us, depsite us having valid baording pass.

Sir,
I booked my ticket for Delhi to Indore through your airline on 1st September 2019. My money was sent to your account but I didn't receive any ticket.
I hope the matter will be looked upon and necessary early action will be taken because I need to leave for Indore on 1st September 2019 or else you will loose your customer and I have to take other legal means to recover my money.
Regards

My wife and I were returning to Australia from Bangkok via Kuala Lumpur at 1730 on Saturday the 24th of August 2019 on Air Asia Flight AK877. My wife has had major surgery on her feet which makes it difficult to walk . When checking in I requested the use of a wheelchair during our stop over in Kuala Lumpur. After checking with his supervisor, I was informed by the attendant one could be provided at the cost of 600 baht. My wife and I both found this distressing and unnecessary to have her disability treated as an add on extra. We have utilised the use of wheelchairs in many different airports both domestic and international previously. We have never had her disability treated in this way before. My wife finds her disability distressing enough, without this Airline treating it as though it is an extra inconvenience to them. When told of the extra cost I informed the attendant that we did not require any further assistance, as I would push the chair during our 2 1/2 hour stopover. This did not alter the cost. I wanted to give the Airline first opportunity to explain why my wife's disability was treated in this way, before I made a formal complaint to the Ombudsman's Office.
For your information, even though the cost was not the issue, we refused to pay it. On arrival at Kuala Lumpur an employee at that terminal could see my wife's difficulties, and organised her a wheelchair, at no cost. This employee, was not a member of Air Asia staff.