AirAsia
Reviews and Complaints

Hi, AirAsia. I would like to complain about the staff who in charge of the luggage screening! The event was happening on Monday 26 Aug 2019, 8:50pm at Senai Airport Johor. The staff's attitude is terrible and very bad. The staff is a female malay.
I wonder how can the services industry treat their customers like such attitude. The staff scold me to flat my bag when I put it at wrong way because I does not hear the word 'flat' clearly so I confused. The staff keep scolding with loud noise, as a customer I cannot accept her attitude.

Please take some actions.

I booked for the flight of my Regional Director, Dr. Ramir Barberan. Uytico with the following details:

Dep 26/08/2019
Air Asia Zest PNR YRDK5V
TAC - MNL FLIGHT 328 26 AUG 18:00HRS, MR Ramir Uytico

Dr. Uytico arrived at the airport a little less than two hours before the scheduled departure.

Unfortunately, when he arrived there, he was informed that his flight schedule which is 6:00 pm has been moved by the airlines to 7:25 pm!

This is grossly inconvenient!

On 30 May 2019, I done my first air ticket booking and received the email 12.51PM with booking ID AQMBNC, then i received another email on 1.03PM with booking ID MP7SXY, i was shocked and immediately go to the AirAsia counter in KLIA2, the staff help me to submit this case and case number [protected] and ask me to boarding with MP7SXY

My email [protected]@gmail.com
Case number [protected]
Double booking
MP7SXY
AQMBNC
Date 30 May 2019

Doesn't refund me after 3 months and closed the case without any email or notices!

The lousy EVA robot doesn't help!

Email to the AirAsia support but doesn't get reply after 3 weeks!

I booked my friend a flight from Clark to Cebu and my payment did go through and i was given a confirmation number. However, when my friend checked in, the counter told her that the ticket was not paid and she has to pay again. If the transaction did not go through, how come it was deducted from my account? how come i was given a confirmation number? I used the same card with cebu pacific and i did not have any problem with them. Please give me a good reasons on what have happened. Your service really sucks!

I am trying to cancel a booking I have made because my mother is very sick with cancer.
I cannot talk to anyone, I cannot cancel my flight booking with AVA as it doesn't work and crashes all the time.
This is ridiculous. I just need to cancel my flight and I cannot to this on their website or by phone.
The phone number does not work, it is always a engaged signal.

On a recent AirAsia flight from from Kuala Lumpur to Brunei I had pre-booked a Korean Sweet & Spicy Chicken. At first glance the Bok Choy (the vegetable along with two carrot slices that was served on top of the rice) was wilted in appearance. The leaf was turning brown and the stem had also turned a yellowish hue on top of being rubbery in texture. I didn't dare eat the vegetable but the rice was also affected and had become bitter and tasted off because of the spoiled juices oozing out of the bok choy placed on top of it. The meal gave off a pungent, rotten smell, and this is coming from a person who enjoys eating durian.

I asked for the assistance of a flight attendant who took my meal to the back of the aircraft for a second opinion. Upon his return he immediately shoved the meal back onto my tray claiming it was safe to eat, that it was just overcooked (which I have also concluded upon further inspection beforehand) and the bad smell was from the oven which was used to reheat the meals before serving. If this were true then the same smell would be found coming from other meals but no one else seemed to have a problem with theirs. I am Chinese, so like most I am very familiar with this particular vegetable and I know when it has gone bad. Overcooked bok choy is not the same as a spoiled/rotting example. Not once have I raised my voice or made it personal but this flight attendant definitely has by starting an argument about who was right with a disgusting know-it-all attitude. He then proceeds to leave me and this steaming pile of rot on my tray table for everyone sitting near my to also smell and complain about. It was soon after that a different flight attendant had approached me and asked me what was wrong with my meal, not that the previous flight attendant hadn't confided with her first at the front (near where I was seated) whilst asking her to deal with me I can safely assume.

When she arrived I gave the same explanation, only for the same excuses to be returned. Obviously the first flight attendant had expressed his dislike for me. I persisted and some other passengers decided to help me out and commented about the smell and the bad attitude of the previous flight attendant before she finally offered to replace my meal, only to be told that she could only replace it with the same Korean Chicken meal. I call [censored] (in my head of course). I do not know exactly what the flight attendants have been instructed to do in this situation, but I have seen meals being replaced before for reasons nowhere near as concerning as this one. I politely declined as I had already lost my appetite. She immediately walked away, the spoiled meal still on my tray table. At this point I was not willing to get up and throw it away, in this situation that should have been their responsibility. Only just before landing during the descent did I have the chance to throw it away, not without the same flight attendant trying to ignore me on the way past with the garbage bag.

Let me clarify again that I never raised my voice during this interaction, nor did I ever say it was their fault and even explained that I couldn't blame them for how the meal turned out. But they definitely did have the choice to try and fix my experience only to make it worse. I had taken a picture and asked for the opinion of restaurant owners that I know personally, and they were also disgusted by what they saw and even more so about how I was treated. Let's just say that it wasn't necessarily the food that left a bad taste in my mouth.

I am complaining about a serious incident on FD 604/14 Aug 19, DMK-PNH, Staff ID 1013988, Passenger Bruner, David.

I was pulled out of line at the DMK check-in counter to test the new Boarding Pass machine. I only had carry-on luggage. I was issued a boarding pass.

At the gate, after entering the tarmac area, Staff # 1013988 insisted that my carry-on be placed on a scale on the tarmac. I was told I was 2kg over-weight and the staff member demanded 2500 baht before I could proceed to the bus to the aircraft.

The altercation resulted in the flight being delayed. There was no mention of the baggage issue at the check-in counter. There is no evidence that the scale on the tarmac was properly calibrated. I demand a full refund.

David Bruner
[protected]@gmail.com
SCB Savings Account #
[protected]

I'm taking flight from Penang to Singapore on 15/8/19 2030hrs. However, I felt very disappointed as there is no any notification regarding flight delayed to 2140hrs until I reached Penang airport when checking in.
Kindly update flight status or at least an email regarding flight delayed in future!
I've something important right after arriving Singapore.

On 8th august 2019 7.45am i suppose to fly to Tiruchirappalli with my wife, myself and my wife already been inside the gate 9 around 7am and we sit for a while and my wife went to toilet and myself went to buy water its took 15 minutes when we come back to the gate nobody there and no announcement and the air asia staff never let us go in and they said "sorry sir the gate is closed" when they say that the time is 7.25am still have 20minutes to fly the flight is still there the staff go in and out but they never let us in, if they open the gate not even 2 minutes we can go in and that's it we fly with happy but they never let us in. I am begging with your staff "please let us in there is no announcement and today is my birthday i already plan everything there if you never let us in i will lost few thousand" but they never let us in, they ruined my birthday mood and also they never give us to fly for another flight its damn sad happened on my birthday 8.8.2019.
Myself and my wife take ERL and went to klia buy malindo ticket for Tiruchirappalli night 9.45pm flight cost rm2898 and we fly to india. Its about RM3500 lost for me because the tour guide put us waiting charges and i have to cancel the room that i booked that day. Air asia one of the bad service ever in my life they ruined my birthday plan and also for the bad service from your staff one is indian guy and one is malay guy.
11.08.2019 is our air asia flight from india to malaysia but their service was good, they waited for the passenger and the announcement also was very load and also they announce the passenger name. I am royal airasia fan and airasia is my no 1 choice if I fly anywhere you can check use my IC number [protected] Premkumar Seenevasegan but from that incident I decided to avoid airasia. Keep it up with your bad service and also bad heartless staff.

- Saturday / 10.08.2019
- Flight number ; QZ269
- Damaged baggage hard case American tourister (blue) one wheel
- request refund

The damaged happen during the flight of Air Asia from Singapore to Jakarta, booking number U2NSJA. I complain was filed with Air Asia ground staff on 11.08.2019, but as of now there is no reply. The report ID: DPRCGK19A00462.

For the last 3 weeks, since returning from the UK I have had calls from your call centre in India in the middle of the night (I live in Singapore). Every night, every day as well sometimes, and they leave a voicemail every time.

I have a dual sim phone with one UK and one Singapore sim and can't access the UK voicemail while I am in SG. I want to know why you persistently call me, waking me up every night. Why? If it's just spam calls I want you to remove my number.

- august 12 2019
- [protected]
- I booked a hotel and flight from AirAsia and got the itinerary for the flight but didn't get the confirmation or itinerary for the hotel. I called the hotel "El Nido Greenviews Beach Resort" and asked them if we have a reservation from them and told me that they didn't get the reservation and they couldn't even find my name at their reservation. Then I contact the AirAsia customer service and told them that I would like to cancel the hotel and get a refund since in your rules says that I would get a refund if the flight or hotel is not confirmed. The customer service I was talking to called the hotel and came back to me, telling me that they just confirmed the reservation and couldn't cancel it for the hotel is non-refundable. I told the customer service to tell the hotel to cancel it since they didn't confirm it nor give me an itinerary but did the opposite thing I said. They send me a confirmation and now i can't cancel it and get a refund. This is unacceptable. Very Bad Customer Service. Never booking here again.

Pathetic service.
Yesterday night i traveled from Delhi to Hyd by 7.45 flight, the customer service is pathetic. Literally everyone was fleeced in the name of extra luggage. And they were not even providing any bill. The check in process is lousy. I had 1 check in bag and kept and wanted to share the stuff with my co traveler to Hyd in case in fuss in check in as i was not having cabin bag. Owing to their pathetic service and cash handling in the form of taking change from here giving in that counter they were only bothered about THEIR BUSINESS, disregarding the priority and concern of customers. Inspite of having done web check in those [censored] made me(everyone) stand in that bloody local train kind of queue for almost 2 hours. Out of the 5 counters 2 counters were not with any staff. The heights of indecency in talking from the airasia staff at counter and those bloody [censored] as heads or nuts Sanjay was one such rogue i overheard how he was just carrying cash/ change around. Why the bloody online payment option is not maintained.
The modus operandi was... 1 delay & exhaust the customers in queue they will be tired and easy pray to these airline [censored]s. I found the way greed was oozing and money was handled like road side pushcart people.
2. Their was no one to help keep the luggage on the check in counter. Fellow customers are placing but the bloody [censored] were only busy in cash laundering.
3. Inside the airbus too the flight attendants are worst category than sales girls. They appear to be gross and only interested in SELLING their stuff.
4. Water was provided to customers upon asking in tea cups.(Of course I always carry mine).
5. It was pathetic experience from check in to exit, first ever bitter experience.
6. Onward journey GoAir was so good an experience, quite contrast. It was good if not extraordinary as i was traveling in economy only so we do have a tsb on experience and expectations. But AirAsia staff atTerminal 3 New Delhi airport on 12th Aug 2019 were horrendous.
6. Air Asia you may think what will happen if one customer says this "I PLEDGE AND PROMISE NEVER TO TRAVEL BY AIRASIA EVER IN MY LIFE".

7. You are 0 in customer service and this kind of withdrawal by customers will ruin your airline business in thin air as already Air bus was with good number of unfilled seats whereas GoAir onward from Hyd to Delhi was full.

8. There was [censored] after announcing the delay they came and checked for baggage identification opening every cabin as if a brothel raid(Red dressed) is shown in Bollywood movies.

9. My checked in baggage is all damaged. Perfume bottle is broken. Labtap charger is damaged. I am sure they have stolen my jewelry though I haven't yet checked as yet to overcome the worst experience of my life.

I pray you nosedive in business for your unchecked and incompatible service and miserable time that your people are giving to customers.

Not all will have time to write but as intensity of pathetic experience is growing so much so that in my third flight by AirAsia, I decided to vomit and bid adieu to your airline services hereafter.

With wishes!
Your Airline be screwed

Sandhya Tiwari
Traveller of New Delhi to Hyd 15754 at 7.45pm (there was 15 to 20 mins delay)

I flew with your airline on 15 July 2019 between Kuala Lumpur and Lombok airport. I am very disappointed with the customer service of your company. My checked in luggage was damaged on arrival.

I would like to claim for my damaged luggage. My booking number is KP2VXL, flight number QZ 462 from Kuala Lumpur to Lombok the 15th July 2019 at 0945. I attached herewith is the Property Irregularity Report made at Lombok Airport along with pictures.

Yours sincerely,
Shahira

To whom it may concern,
I'm Silvia Cau
Flight number FD3239 DEPARTURE DATE 07 August 2019 from Bangkok (DMK) to Surat Thani (URT).
At my arrival at Surat Thani airport I was informed that my luggage was retained in Bangkok airport for a security problem, something about a battery inside, and the could not open it because my luggage has a security code.
So right now I don't have my luggage and I had to pay 570 Bath at the Lomprayaha desk so they can send me my luggage to Lo Thao, my next destination.
My complaint it's about the timing, they gave me this information when I was already arrived in Surat Thani. After we drop our luggage at the Bangkok airport we stayed there two hours and nobody asked me for the code of my luggage .
I hope to receive my luggage tomorrow as soon as possible. PLEASE! I have a medical condition and I need the catheters that are in my luggage, it's really important.
I'm in holiday and this is not a good start, it's the first time I'm traveling with Air Asia and maybe the last.

THANK YOU FOR ALL THE HELP YOU COULD SEND TO SOLVE THIS PROBLEM.

Sincerely,

Silvia Cau

Despite you not replying in 2 weeks you expect a reply in 7 days and if not I have to redo my query. The experience just gets worse and worse. Below is a current email thread. I responded today as shown and got told to redo my complaint through this. I trust you can pick up from this my original message.

From: Michael Cranny
Sent: 05 August 2019 15:15
To: 'AirAsia Support'
Subject: RE: [protected] - bad customer service in call centre [ ref:_00D7F2WjH._5002v2PO9zU:ref ]

Hi Kwankaew

Apologies for the late reply but I have been on annual leave, which you will know about as you will have received my out of office notification.

Many thanks for your email, however this does not really answer the main question in hand.

I rang to change my existing ticket, but your customer service team were not capable of changing it and were quoting ridiculous rates. Because of this I ended up paying for a new ticket, which I informed them I had to do due to their inability.
This level of incompetence should not be expected, and as you will know, having listened to the call, I had to walk your team through the process and also let them know what they needed to do to the existing ticket so your systems were correct. A catalogue of errors which mean a simple apology and explanation are insufficient.

I am expecting a refund for the difference in what it should have cost to change the ticket, as it should not have been more than a new ticket. If this isn't possible then a full refund on the ticket we couldn't use would be expected.

I look forward to hearing from you.

Kind Regards

Michael
Michael Cranny - Account Manager | Glasgow 4 | Corporate Traveller
204 West George St., Glasgow, G2 2PQ | michael.[protected]@corptraveller.co.uk

Ph: +44 (0) 141 204 6609 Office Phone Number - this number reaches a Corporate Traveller expert 24 hours a day

Please check your itinerary carefully and advise your Account Manager immediately if any of the details are incorrect.

From: AirAsia Support
Sent: 27 July 2019 11:06
To: Michael Cranny
Subject: [protected] - bad customer service in call centre [ ref:_00D7F2WjH._5002v2PO9zU:ref ]

Dear Michael Cranny,

Hope this email finds you well.

We apologize for late response due to the overwhelming feedback received. Hence, we are unable to reply to you within the stipulated time.

First of all, we are sorry for the experience that you encountered and we sincerely apologize that the service provided was not up to your standard. We value all our passengers and we do not tolerate and mistreatment to any of our passengers. Please let us further explain that we do understand your concern which you have highlighted.

In regards to your feedback, upon checking with the relevant team, we were informed that guest called and asked to reschedule the ticket to 30th July, guest was looking for a business class, however, agent misunderstood as premium flex and rescheduled with premium flex and not premium flatbed. Thus, we sincerely apologize for the misunderstanding.

Moreover, to reinstate the booking, we regret that we are unable to do it immediately and would need few hours to get the flight reinstated back to the original and then we will be able to reschedule it to premium flatbed. This is due to system limitation and our agent and supervisor had attempted to explain the processes in place accordingly.

However, please be informed that the relevant team has reinstated your booking GQ8NYF to the original date and time before the changes were made. Should you need further assistance regarding flight change, kindly revert back to us via this email and we shall assist accordingly.

Please accept our sincerest apologies regarding this matter.

Best Regards,
Kwankaew
Customer Happiness
AirAsia

--------------- Original Message ---------------
From: AirAsia Support [airasiasupport@airasia.com]
Sent: 16/07/2019 11:20
To: michael.[protected]@corptraveller.co.uk
Subject: [protected] - bad customer service in call centre [ ref:_00D7F2WjH._5002v2PO9zU:ref ]

Dear Michael Cranny,

Thank you for contacting us.

With regard to your case, we have forwarded your case to the respective team for further investigation.
We will wait for their feedback regarding this matter and will share the findings with you in due course.

Thank you for your patience and kind understanding.

Should you require further assistance, please feel free to contact us via our Customer Support page (http://tinyurl.com/yboqbrvd).

Regards,
Kwankaew
Customer Happiness
AirAsia

ref:_00D7F2WjH._5002v2PO9zU:ref

Denied access to fly due to AirAsia Manager (Gold Coast Australia Airport) not understanding China Visa and do not help at all to understand to make it work.

I would like to put a COMPLAINT and request for a refund due to the incompetence of the Gold Coast Australia AirAsia Manager who denied me to fly today due to his misunderstanding of how China visas work.

I was booked to go back to China on booking number S1YUQT D7201 Sunday 4th August 2019 and was completely denied to fly with no help.

I have a new New Zealand passport and my old passport that has been cancelled recently, although my Chinese visa on it is still perfectly valid until Jan 2020. Under the Chinese law if all the personal info matches between the old cancelled passport and the new passport, then you are allowed to travel on the visa in the old cancelled passport. I personally have done it this way 2 times in the past and when leaving China in November 2018, I asked the Chinese immigration officer at the border if I can still use my visa on the old passport and enter with a new passport, he told me YES. Before booking my flight, my wife called the Chinese Entry and Exit Bureau in China to confirm this and again they said YES I can fly with this visa.

Upon checking-in to the Gold Coast Australia AirAsia the staff checked my visa and then called the manager (Logan) and he told them I could not fly with this visa to China. He made up his own rules about a China visa. They hold me I had to have an official letter from the Chinese Govt or I could not fly, this was impossible to get as there IS no such letter for this as it has been allowed for years.

My wife called the Chinese Entry and Exit Bureau in China and told them the problem and they said it is no problem, she also called China border control in Hangzhou where we would land and they also told her the same thing, I can travel to China on this visa. She then called the Brisbane Chinese Consulate General and they ALSO said there is no problem to travel on this visa, no one has ever had any problem travelling this way, and they cannot issue any letter because there is no such thing ever.

I also checked the Brisbane China Consulate General official website and found the following:

http://brisbane.china-consulate.org/eng/lsfw/ehq/t1650915.htm

16. I get a new passport, but I have a valid Chinese visa in my old passport. Can I travel with both passports to China without applying for a new visa?
Answer: Yes if all your pesonal details in your 2 passports are the same. Anyhow you may also apply for a new visa with your new passport.

I then went back to the check-in person, told her and gave her the official Chinese numbers to call to verify the visa and showed her the website FAQ number 16. She was not really interested in helping at all and she called her Boss (Logan) and he just said NO without trying to help us, and refuse to talk to us on the phone.

As a result, I missed my flight, FORCED to pay AUD$549.82 to rebook. Cancel all our meetings and inform the family we could not make the big family dinner planned and many other things.

I find your Gold Coast Australia AirAsia Manager incompetent at doing his job, he should have known this information considering your business is "Air Asia". He refused to make any call to any China relevant office to verify.

We have lost 4 days of our travel time in China and I only think it is fair that AirAsia compensates me the following as I complied with the rules and the law but your Manager did not, and he created the problem and refuse to help.

1. A full refund of the extra money I had to pay for the flight change.
2. The full air fare one way credited back
3. I want an apology letter or personal apology from Mr. Logan
4. Better yet have Mr. Logan fired for not doing his job and not help your customers by denning me to fly when I complied.
5. My current visa is valid until 13th Jan 2010, Logon wants me to get a new visa in the new passport, this should be his cost also.

Also NOTE: there are no phone numbers available to call and numbers that are listed do not work, Email links and chat links also don't work on your websites.

Hi, I would like to feedback one of your air crew service. We are taking the plane from Osaka back to Kuala Lumpur. Flight number D7 2. Happen on yesterday 02/08, a air crew named Renee (if I'm not wrong, she knows how to speak malay). She's forcing my dad to switch off his phone, his phone is on airplane mode and he's only holding his phone not using it at all. The tone that she speak like we owing her money. "Please switch off your phone?". This is the first time I heard that we need to switch off our phone even the phone is on airplane mode! This is totally unacceptable, and she's standing beside my dad look at his phone until the phone is totally switch off then she walk over! What kind of service is this, and the whole journey, she didn't even smile only giving black face? I believe she's a senior air crew, how do you train the other new air crew when you having this kind of attitude staff? And we got the right to choose not to switch off because it is on airplane mode! Please give a better explanation because what I feel that's totally unacceptable in a international airline. We are paying for our airplane fee. And she's giving attitude to my aunt as well, asking her to push her bag in using the same tone, keep repeating "Push in". She can talk nicely!

Booking Ref: UZSQKG, Nicholas Williams
Booked flight online. Paid extra for "Value Pack".
Air Asia allocated me seat 31B. Middle non-reclining.
Tried for 4 hours to change this on your site. Blocked.
I have paid for a seat - this is probably the worst seat on the entire flight? Why would you do this?
Please change my seat to 1F. I will pay any extra required. BUt will require credit for my seat payment already paid.
My email is [protected]@yahoo.co.uk.
I trust you will resolve this immediately.
Regards
Nicholas Williams

My daughter and I brought return ticket with Air Asia from Chiangmai to Perth, and layover at Kuala Lamper. The problem happened at Kuala Lamper where I miss the flight and it caused missing all flights including return tickets. There was no refund or compensation for this case and it was unfair.

Once we waited for layover at Kuala Lamper, Malaysia, the airline was changed the gate and depart earlier than showing on the ticket. There was not last call, and they didn't call our names. My daughter and I were there at the gate and still saw the last three passengers walking in the line to the plane, but the staffs will not let us in. They said the gate are closed and told us to purchase the new ticket next day, but there were full and no flights until the day that we supposed to return.