AirAsia
Reviews and Complaints

We had booked a two-way flight from Singapore to Langkawi to via AirAsia Go which included a hotel. It was my first time booking an air flight in my life. I had no issue from Singapore to Langkawi. We were able to book it and check in with no issue. the flight when off on time. However, there were various issue for the returning flight from Langkawi to Singapore. Firstly, due to the hotel late check out time of 7.30 am, we arrived to the airport at 7.40 am but was late to the check in machine by a few minutes. There were few auto check in machines as some of them were faulty. We tried two machines and both were unable to process our check in. The Air Asia counter was inside immigration and we had to queue to get inside. The person at desk then refuse to check us in as it was 8 am and refused to listen to our explanation. We had to go to the AirAsia sales counter who could only offer us to sell a flight out to Singapore tomorrow. We decided to check for other options and decide to book a flight to Johor Bahru and transit to Singapore via bus. We had to wait six hours in the airport which had no luggage storage facility. When we proceed to our flight, we noticed they decided to change the gate number. They announce this over the PA but it was barely audible. When we boarded the flight, they decided to depart earlier even when there were suppose to be other passengers whom have still yet to arrive. This shows they don't follow rules and procedures and we finally understand why they refused to check in earlier, it could be possible they decided to leave earlier. I feel like they could possibly do something negligence in the future that may cause an incident. When speaking to the customer service over the phone, they keep insisting we should be there 1 hour before the time irregardless of the situation we faced. As I was being pass around by supervisors they changed this timing to two hours or even three hours. It is clear AirAsia doesn't understand the concept of time and doesn't follow procedures. We believe we didn't face any issues in Singapore due to various laws our country has. We urge you not to book any flights from AirAsia and we ourselves will be never take a flight with them after this incident.

I'm complain about flight always Delay In airasia flight at Bangkok to Johor Bahru. Not one times but repeating many times. Even they don't compensate the money for the delay. No food or drink provided. If we late they close the gate. But if the flight delay they behave like nothing happen. When I said I got other flight to catch at Singapore, they said it's not their problem anything just complain to airasia company. Low cost doesn't mean they always can do like this. We paid for the flight and the airasia management should responsible for everything.

👉Terribly rude behavior of AirAsia ground staff - Cochin International Airport.

I would like to point out a recently occurred worst flight experience with the ground staffs of Cochin International Airport (AIRASIA). It was my first time flight with Airasia on 31st July, 2019 at 12:30 am to Melbourne. I encountered the worst experience ever with Airasia. Firstly I was at the check in counter at 10:15 pm on 30th July 2019 and went to a lady staff for check in. She asked me to put my baggage to weight and told me it's 42 kg and she agreed with it because I had an allowance for 40 kg without any further payment. Later on she asked me to put my hang bag, side bag (ladies bag - in which I had my documents passport and ticket) and laptop bag together to weight, it was around 12 kg and asked me to reduce it to 7 kg. I requested them as I am a student and I cannot leave my laptop and my documents. I told them I will pay for the extra weight in my hang luggage. For which it was a clear cut rudely said no from Mr Shamnas Shan ​​, Mr Midhun KM and Mr. Amal Sudhan​​. I had traveled from Avalon airport (Melbourne) on 22nd June, 2019 where there was no issue from the Melbourne AIR ASIA staffs for carrying my laptop bag and extra 7 kg handbag. As a frequent traveler for almost past 16 years, it was my very first experience in which they have told me that ladies bag was also included in 7 kg hand bag allowance (where else for all other airlines the laptop bag is also not included in the 7 kg hand bag allowance). I have traveled in many airlines such as Kuwait airways, Qatar airways, emirates, Etihad, Singapore airlines, Srilankan airlines and found this particular airlines (AirAsia) ground staff (especially in Cochin International Airport) to be the worst among all. Mr Shamnaz, who himself told me he is the important decision maker for this issue when I asked him to show me the manager. My mother had gone to the terminal manager to showcase this issue, this guy was called by the Terminal manager to their office and he told the Terminal Manager that he has agreed to take that extra 2 kg in the luggage without any payment and just after that came to me and insisted me and compelled me to pay for it or to remove two kg from the packed and already wrapped box, also threatening me that he will close the counter within 10 minutes if I don't pay for it. It was already 11:15 pm by then and my flight was at 12:30 am. Finally because of his anger towards me he Made me pay for the extra two kg in the luggage and also left my 7 kg bag with my parents back in India and allowed me to take only the laptop bag with 4.5 kg and ladies bag with 1.5 (total 6 kg). Also the worst part is that they made me stand there for almost 1 hr 30 minutes and at the last minute he made me eliminate my 7 kg bag and I was compelled to take my laptop bag and ladies bag alone (where it was my first time they weighed my ladies side bag). The above mentioned guys especially Mr Shamnaz was incredibly rude as if we aren't paying to fly with Air Asia. He was also behaving in a way that I have done something bad to him.

Dear AirAsia officials it's a request from the passengers to keep an eye on how your staffs behave to the passengers.

This would be my first and the last time to travel in Air Asia. I would also like to point out this worst scenario to all my friends and families, if you are planning to travel in this particular flight.

Dear Airasia team

i have book my ticket on ( Ctrip app) from china shenzhen to KL tow way

my booking number I4WE6E & HZ3VMT when i arrive Kuala lumpur the immigration

ask me to change my wife ticket date from 13 aug to 12 aug because of overstay

then i ask the counter if can change they told me cant i should buy new ticket

so i ask to do when ask to payment i give my bank card its unionpay then they said cant use it then i ask then to cancel the purchase,

when i check in my old flight for my name ANAS ALHAKIM i discover that the counter of the airport stuff cancel my old booking, make new one for the same booking number ( HZ3VMT ) is pending payment, it is fraud case in this way

i hope to solve my case asap my flight on 13 AUG

Best Regards

ANAS ALHAKIM

I recently booked a flight with AirAsiaX for my Mum Celia Armstrong from Perth to Bali on the 31/07/2019 I selected the flights and seats and realised there was only one seat left for the departure flight at this price and really wanted this flight. I then hit confirm and was sent back to the home page, so I tried again and was sent back to home page again. I Did not receive any confirmation on the app or email. So I went back in the app to check flights again and realised the one seat at this price had gone, at first I thought great maybe my first booking went threw. I checked my app and email again for confirmation but nothing. So went to book again, I then realised the day before 30/07/2019 was now$100 cheaper, I then contacted my Mum telling her the first flight she wanted had gone up, she really wanted this flight on the 31/07/2019 as she had and appointment on Wednesday morning 31/07/2019. She agreed she could reschedule her appointment and would take the cheaper flight. I then went ahead and booked on 30/07/2019 this time no problems it went straight threw. I checked my email to double check. When I opened my email two bookings came threw, the original booking we wanted on 31/07/2019 but had never got confirmation and also the booking on 30/07/2019. We hope you understand I would not book two flights for the one person and the flight on the 31/07/2019 is the flight we wanted but as we didn't get any confirmation until we booked the second flight 30/07/2019. Please understand something has happened in the payment finalisation and we would like a refund for the flight on the 30/07/2019.

Kind Regards Colin

First photo is the flight I wanted but never got confirmation until I booked the second flight. I would like a refund for the second flight

I have tried to check in online, the message came up, you must check in at airport .Then i tried your NON existent Customer Service numbers dozens and dozens of times [1300760330 and 028182133]both numbers did not ring .i spent hours trying to get in contact with Air Asia, , it will never happen again as i will never fly with you again, my wife and family travel twice a year and i have many friends that i will talk to about your non existent Customer Service, ., the best form of advertising is word of mouth .

I booked a flight on 10 June 2019 booking number CV5UWT. This flight took place on 27 July 2019 departing Kuala Lumpur at 1050am. I pre paid for 2 vegetarian meals and one chicken tereyaki, one uncle chins chicken and macaroni salad and brownies. I didn't recieve the 2 vegetarian, chicken macaroni salad and brownies. The meals that I didn't recieve was on the return flight from Malaysia to Manila.
How can I get a refund for the meals that I paid for but didn't recieve?
James Griner
greg.[protected]@yahoo.com

I found out when I checked in that I had a double booking. I could not find an itinerary and therefore booked my trip again. When I checked in at the Gate in Taipei, The gate agent said that there were two duplicate bookings and to cancel the 2nd. I went on the virtual website 7 times and the virtual assistant rejected it everytime and I had to catch my flight. I need my refund please that is and extra $250 that my family needs. The booking reference # are R48T4U and NUTJFT. my email is [protected]@gmail.com. PHone number in US is [protected]

As iam returning to home country i couldn't carry much cash,
So i asked just for an cup of water and i was ready to pay in card
But they cant give some water and asked for money
Is this the way you treat a passenger if they feel thirsty .
Though iam a bit i can bare it
If there is any old peaple or any pregnant women is this you treat
I wont suggest my family and friends not prefer any air asia flights to travel
If u guys intrested in passengers
You should take an action .

Our flight AK6127 has been delay for 6.5hours due to technical issue. If I were to include the two hours early onboard requirements. We have been waited for near to 8.5hours for such a short distance flight from PG-KL.

There were no proper communication, announcement & hopeless arrangement...

How would your Management view situation where they keep the passengers waited for near to 8.5hours in the airport for such a short distance flight which only takes less than an hour?

By the way, we were your hot seat passengers.

We have been "thrown" from gate A1 to gate B7, and again changed to gate B5 to catch the next earliest flight...which was a total disaster!

Would like to end this complaint by sharing with u the below conversation with the on ground crew:-

Passenger: May I know what happened to the flight?
Crew: there is technical issue with the flight, the flight is delayed.
Passenger: May I know how long the flight will be delayed?
Crew: I don't know coz we are not the engineers, you just have to wait.

The crew is right...what we did was literally "waiting".

To,
The Manager,
Complaints Department

I traveled with my family from Pune to Delhi with AirAsia ; for the reference, PNR # is ZPUF3Y.

It was my first flight with AirAsia and I must mention that I am very disappointed because my baggage was mishandled and when it was reported to the AirAsia at the Delhi Airport, the executive i.e. Shreya Jain, couldn't offered much help.

Shreya was very apologetic and she took the pictures of the damage and shared with her supervisor, who authorised her to compensate Rs. 200/- as a compensation, which I rejected. It was a mockery to even offer that kind of a compensation.

I am attaching pictures of the damage and you would note that bag has been ripped around the handle. This is not a damage of the handle, which routinely airlines refer as something which will not be covered and consider that as a fair wear & tear. This is rather a proper mishandling and either the bag has stuck somewhere on the belt or mishandled during loading or unloading.

Now, what will happen that this torn part will start to expand. Actually, this bag is also not repairable because it's right next to the handle.

I am also attaching picture of the baggage weight and you could see that the weight of the bag was 10Kg.

I am also attaching the picture of the brand and make of the bag. I had bought thi bag from London and you can yourself check the price of this medium size bag on the Tripp website. I had bought it for GBP 99.00 around a year back.

I expect reasonable compensation from the Airlines so that I can get a replacement.

Divygyan Jindal
+91 [protected]
[protected]@gmail.com

Very rude staff at Amritsar Airport, when my parents asked for wheelchairs they said didn't provide, can't believe this, even its written on their tickets .

What's point to pre-book wheelchairs for?
Worst experience I am having with air Asia.
My parents are travelling today. They struggled a lot because I have made a mistake to book with Air Asia..this is unbelievable..
Booking number I2FZ6K

I have booked a flight completed with value pack, that's mean including 20 kgs baggage, standard seat selection and ONE meal onboard for my helper to return to her hometown in Indonesian on 12 July 2019. Not meal was served to her and this was not the only time she experienced that. About 2 years ago she was not served for both to and return flights. We are very disappointing and felt cheated.

I have booked a flight on 29 June 2019 and I would like to change the flight day.
I have talked to Asia miles staff two times (one time is on 28 June 2019) but no one told me that if I change the flight day after 29 June 2019, I cannot do it on line.
Now I need to change the flight time but I cannot do it online.
I request
1. I change the flight time on line
2. I change via call Centre but just need to deduct 1000miles per flight (terms as doing on line)
Please get back to me ASAP, otherwise it will interfere my next flight time.

Booking number: DU8FXJ~ DOT 20/07/2019~DEL to PNQ

I requested ground staff at the boarding gate to check whether baggage is loaded on the aircraft as a usual practice that I do while travelling across the globe

He was extremely rude to answer "this is not the time to ask this information and you should have asked all these earlier"

I do not recall his name. He was alone at the gate and looked completely confused about his duties.

I quietly boarded the aircraft and requested crew member to check the information. Even he did not pay attention and never came back to me about the status

Is it a mistake to travel through Air Asia and request information from your staff?

I was in the flight AK 6247 flying from Langkawi to Penang, row 21 which is the row where the mentioned flight attendant have safety demonstration. I was trying to get magazine to read and stopped by him to put down my seat tray to place all his stuff for demonstration without explaining anything. Later on when it's time for descending, he just pushed my seat straight without informing, I was shock to death! Dislike this kind of rude service from Airasia! It is such a bad flying experience demonstrated by this flying attendant!

On 22 July 2019, I tried to book an AirAsia flight from Singapore to Kuala Lumpur return. For some strange reasons which has not happened before, the system keeps prompting me that my fare has changed. This resulted in me needing to "re-start" the process. In the end, I paid the ticket after about 3-4 tries.

To my horror, when I received the confirmation that I have booked the wrong time for both ways. I immediately contacted AVA and Misya H communicated with me. I explained to her (I assumed female) that a few minutes ago, I booked the wrong time. She informed me that she is unable to change my ticket but proposed that AirAsia will put the money back to the my credit account in AirAsia. I accepted her proposal after she reconfirm to me that it will be done within 24 hours. My original booking reference is YV8HJZ.

On 23 July 2019, after 24 hours, I checked my credit account in AirAsia but there is no refund. I then contacted AVA again and this time Aliff D communicated with me. Aliff confirmed that my case has been approved but awaiting credit department. I informed him that AirAsia proposed me a refund into my credit account within 24 hours. He(I assumed is male) told me that it will be refunded "today" but not willing to give a time. He then informed me that this is a goodwill refund. I asked him whether is he inferring that AirAsia can break their commitments to its customer if it is a goodwill refund. He refused to respond clearly and subsequently cancel the conversation abruptly. I am terribly upset with his attitude.

After waiting for another 5 hours with still no refund. I subsequently and reluctantly book another flight without using the refund. My new reference is TT3DFP. At the time of writing this complaint, my refund is still not in my credit account with AirAsia.

As a customer, if AirAsia has told me that it needs say 2 to 3 days to refund and do so, I can accept. I would then book a new air ticket immediately at a lower price rather than higher "last minute" ticket. AirAsia has committed but failed to fulfill. However, instead of apologising, Aliff decided that he is doing me a favor.

My email is philip.lee.[protected]@gmail.com

I took Air asia flight from amritsar towards Sydney along with my wife on 16th july 2019 at 11.45 pm. We had 1 hour 20 mints stopover to catch the connected plane at kaula lumpur. We were rushing for our plane, when there was long queue in security checks, I keep on saying to representatives at security to hurry up but they were keep on doing their stuff on their normal pace. As soon as they finished the security we rushed towards our desalinated gate. We were literally running along with 7 more passengers and then the person on gate stopped us and said gate is closed now. We all explained that we are not at any fault, this happened only because of slow security and poor customer service, But they ignored us.
After all this happened, I was extremely embarrassed and frustrated due to ill treatment of customer service. We keep on requesting for resolution from Air Asia counter and immigration service but they were just treating us as unwanted and silly people. I was totally devastated as this was my First experience with Air asia, which i felt extremely poor.
After begging for resolution for 4 hours, I got nothing but only insult and disrespect from Air asia counter. They said they can't do anything and they even can't able to see next available flight for me. This ill treatment made my wife felt sick, she started vomiting due to all this depressed situation. At one point i felt stuck in middle of nothing, where there was no one to help me. I keep on asking staff at air asia counter for tickets and help about what needs to be done in this situation, As this was new for me. They said "We don't know" and book another ticket.
Then my family booked Singapore Airline tickets for me on the spot and after confirmation of tickets when i went back to immigration counter then they said you can't take this flight because it is from terminal 1.
So my first question is:
1. Why no one did't informed me about terminal 1 and 2 before . I was keep on asking air asia counter about resolution and they were just saying book another ticket and after asking about the details they said any ticket.
While cancellation of those tickets our amount got deducted for cancellation. Which was not at all my fault.
I was literally helpless.
Then my relatives from India again paid Rs. 1, 78000 to book new tickets for us.
2. My second question is why customer have to suffer because of ill treatment and poor services of Air asia

I will never recommend this flight to any of my friend and relative. But i decided I am not going to leave this matter here, I will definitely take this matter to your service head or court if needed.

Hi
We were flying to Hyderabad from
Chennai on sat 13 th at 17:95 Air Asia flight.We are international flyers so when we checked in baggage it was 48 kg instead of 45 kg for 3 passengers.The staff Poornima didn't have any tolerance and didn't even let 1 kg and asked us to pay.we were traveling with a little kid and first time flyers of Air Asia.It was an embarrassing and a very stressful suituation.The staff of Air Asia seemed to be Adamant and rude.Thanks for giving such a poor service we will never fly again with Air Asia.so unhelpful staff

Hi Team,

I and my wife traveled Air Asia flight I5 313 from Mumbai to Bangalore on PNR SPYUTL on the night of 8th July 2335hrs take off and landing 9th July at 0130hrs.

On arrival and luggage claim, we found that one of the wheels of my Carlton suitcase was broken due to luggage mishandling. (Photos attached).

On contacting your ground staff at baggage services room of Bangalore airport, we were told by your staff PREMSAR on duty (photo attached) that he will give us INR 400 and that is all he will do.

We told him he can keep the baggage and get it repaired but he was rude and said the rate to dispose off such damage claims is 300 and yet he is giving 400.

I feel pity at the airline has no regard for customers and do not take responsibility for damage to the baggage. Poor and pathetic service and total neglect of services and responsibility for the payment recieved.

Please let me know how you wish to resolve this issue.