AirAsia
Reviews and Complaints

Air Asia added an additional processing fee of 10 SGD after I authorized charges excluding the service fee. If I had known, I wouldn't have booked the ticket. I had alternate plans to travel by ship which I didn't take advantage of at a better price. 10 SGD isn't an amount worthy of caring about, I just abhor scumbag outfits that deceive, misrepresent, take advanttage of and stick it up the arses of customers! AirAsia can FO&DD, I will never use them again!

I missed my flight from kch to sbw ( E1UH2B ) because of your app issue. Your app was working fine up until the point when I reach the airport. All of a sudden it shown me server error. Whatever check in that I had was useless at that point. I try to print boarding passes as well, and your machine won't allow me to print at all and I've tried several of them. There was a long line when I try to get to the counter, please do nite that I arrive an hour an a half earlier as well. By the time I reach your counter, the gate closed and I've missed my flight. I've follow all the regulation and rules you've provided and in the end these things still happen to me.

My sister depart from medan to osaka japan transit in bangkok, delay from medan and been told it will be ok, when arriving at bangkok, one of airasia staff escorts my sister to follow the que line, inform to the guy she's only transit and need to catch up the next flight, he said still need to follow the rules, when she arrived at the gate the lady told her that she missed her flight already, her flight is 14:15 with is been told is already depart at 13.45 no information no emails, when asking they not give solutions asking my sister to buy a new ticket, ask my sister to pass the telephone to them, all of them are refused, is very bad service, and how the could do that to a young lady alone, is about money or monkey business I'm really dis pointed... pls investigate about this, booking number NULW2N
Name Elita sari
Flight number QZ 154 kno-bko
XJ 610 Bangkok-osaka 14:15 - 21:40
Thank you so much for your attention

I booked flights with my partner and expect to be seated next to him free of charge. When I checked in, we are not only not seated together but we have to pay an additional $45 to be seated together! When I book a flight with someone I expect to be seated together free of charge! I am really unhappy with this service and we are now seated seperately because I don't believe I should have this additional charge. I will not be recommending air asia to anyone!

My brother Sarang Pranit Jayaswal was traveling from ranchi to Bangalore recently. He was carrying a guitar anda a laptop bag. His check in bagagage was 4 kgs extra. So he was requested to pay Rs. 1600. Whuch he agreed to but then these guys forced to weigh the cabin baggage and made him put his laptop too in the check in baggage. Which is not quite right. After making those arrangements themselves, the check-in baggage weighed some 7kgs and they charged him Rs. 2800. The attitude of the staff towards my brother was very inappropriate. He is a student. Keeping that in mind the airline should have been more polite to him . And helped him rather than putting him in a fix and charging him i appropriately.
Kindly look into the matter and do the needful.
I am really disappointed as we are a regular flier if air asia. But this rude and impolite behavior of yours is highly inappreciable.

To whom it may concern, Kindly be informed that today I tried to print boarding passes for one of my flights booking but notice that my name was wrongly stated as Ling Wong instead of my full name of Wong Kun Ling.

Then my second booking which I booked for my Dad - Wong Yea Hui was also stated under my wrong name? I remember clearly I keyed in my dad's ic no & all information but suddenly changed to my name?

Hope you may assist me to rectify the said errors... my booking no are HWBQQC and VZICHK Tq so much

I am sick and tired with dealing with air Asia I had a flight to Penang on the 6th December and I was unable to board this flight due to a medical condition I had fallen and broken my wrist which required surgery on the same date which it says in the hospital and medical reports from the hospital I have provided so many documents and they just keep going back and forth saying they want more documents I have been in and out of hospital since that date I also ended up back in hospital for a another surgery on my wrist because of issues from the previous surgery and still all this proof and it's not enough

As I was boarding the plane I planed to put my handbag before my luggage the steward sean snatched my handbag and said that I should put the other side so he can put more bags. I think he can still use the space even I have put my handbag. As my handbag has a huge opening and a lot of loose items so I was thinking to put in front of my luggage so the loose items won't fall out while taking off. Whatever it is he should be more polite rather than snatching my handbag. I was not very please with his behaviour it was not what a crew should behave. I know your company has very good pricing for the tickets but it does not give you any rights to be arrogant with your passengers. I paid slightly more for hot seat but I never thought I will be treated this way. Then again, I know it's no big deal paying slightly extra.

I have booked the ticket to Travel from Taipei (Taiwan) to cochin through Flight no D7379 on 08th December. I in fact has forget to add any baggage which I realised later on and I try to amend the baggage weight through the website within 5 minutes but the web site was not working. I tried from Taipei, tried from cochin through my son, but the web site was not working. I was charged at NTD 8400 vide their receipt number 87411 which is more than the actual flight charges. When I complained at the airport, they just told that I need to raise this complaints board.

Please resolve

3/12/2018

Dear Officer for AirAsia Grievances,

The following are the letters I have written to AirAsia Customer Service sites. Please read them and I will be pleased you take action to reimburse my credit which should have been used for my booking on the 25th October 2018 (YNL4KF).

1. First eform letter to airAsia Customer Service ([protected] dated 26/10/2018)

Please refer to the email I sent to Customer Service.
I reported that during online booking on 25/10/2018 my credit was not utilised against my payment for my booking and a day prior credit expiry date.

2. Second eform letter ([protected] dated 20/11/2018)
I wrote:

I booked the above flight on 25th October 2018.
I had a credit of Aud419 that had expiry date of 26th October, 2018.
The above booking did not deduct my credit. Although the button credit 'Apply' was indicated.

The credit has now expired.

Please note that this booking was only made a day prior the credit expiry date, to avoid losing my credit, without any plans to travel at that moment.

Please refund AUD466 immediately Aud 885-AUD419).

I had made this complaint on 25th October by calling AirAsia and spoke to Angie.

I wrote to you on this customer site eForm on 26th October 2018. Ref: [protected].

I still have not received any response.

I also called AirAsia on 26th October 2018 and the person named Primus assured me he will expedite the process.

I again called AirAsia on 9th November 2018. Angie promised will expedite and inform me by email.

Still no response.

It is now almost 4 weeks without response.

I did ask for extension on 21st October 2018 ([protected]) for which I received a reply today, a month later! by which time the expiry date is over. Why respond after expiry date?

Please address my issue (ref:[protected]) and refund immediately.

Thank you

Sivarajasingam

3. Third eForm to AirAsia Customer Service ([protected])

23/11/18

Please review my previous communications.

I had a credit of AUD 419 expiring on 26th October, 2018.

I booked a flight on 25th October 2018 desperately in an attempt to save this credit.

In a step on the online booking page it said highlighted "Apply" following the statement regarding the credit. There were no other instructions. It appeared that the credit will be apply. At the end of the booking it did not deduct my credit and I realised I had been charged in full, without deducting the credit. The next day my credit set to zero.

I had written several times to AirAsia explaining my predicament but all the time was rejected.

Even if there was any error on anyone's part, because there was no clear instruction how to include the credit, surely they can examine the case and allow a refund for the credit. No, the airline is determined to penalise me for some reason, and make a profit as a result of insufficient and unclear instructions on their website.

I raised this matter earlier and the I refer to Air Asia respond dated 22nd November 2018 by Chuan Song.

I had requested for a refund as my booking did not take into account the credit I had.

He has rejected my request on two grounds:

1. He said "you will need to click the highlighted"apply"button". I have pointed out earlier that there was no clear request asking me to click any button. It the page clearly indicated the credit is "Apply". If you expect me to click it, thee was NO such indication on the airAsia page. Hence this reason by Air Aisa is not valid.

2. He also said "For more information regarding credit account utilization, kindly refer here". This did not appear on the booking page for me to get instruction how to 'Apply"for the credit. Hence there is no reason to reject my request for refund.

3. Finally Air Asia letter also said"In view of above, we are regret to inform that no extension will be granted once the Credit Account is expired".in spite of all my numerous emails requesting for refund, the letter assumed I was asking for extension.

My request has not been answered and AirAsia Customer Happiness staff has avoided the real issue and rejected my attempts to recover my moneys.

It appears to be a deliberate attempt by AirAsia to mislead its customers, and give unrelated reasons to reject claims solely for profit at the expense of the customer.

I also like to add that initially I applied for extension of my credit on 21/10/2018 well ahead of expiry date on 26/10/2018 ([protected], [protected]). It was replied only a month later denying the extension on the grounds that the deadline was already passed! Of course when it took a month for Air Asia to respond. Again AirAsia is playing innocence exploiting its customers for profit, or simply inefficiency. Your inefficiency can spill over into aircraft safety too.

Due to these reasons I request for a review to please refund the credit amount I paid for this booking (YNL4KF) in the amount of AUD 419.

I really feel tricked by AirAsia andI often wonder why fly AirAsia when the prices are not significantly cheaper, and if you make any changes, final costs are higher than full service airlines who provide better service with minimal costs for such changes. There is no merit in flying AirAsia, costly and as in my case all out to take advantage of customers' confusions due to their poor website.

Thank you

Sittampalam Sivarajasingam

Yet to be AsiaAsia Customer Happiness!

Please review my complain and act fairly.

I request thatAir Asia should not take opportunity to exploit customers for profit on the basis of errors or insufficient unclear instructions or misleading webpage information in online booking page. The customer cannot be penalised for any misunderstanding.

Above all AirAsia should have some level of wisdom and ethics to look through the situation and assist its customers and improve its efficiency.

If you area unable refund my credit, please forward how I could escalate this issue within AirAsia before I resort help from external bodies in Australia and social media.

Thank you.

Siva Sivarajasingam

We have been travelling via airsia & airsia x frequently in the past years and present.

To my shocked and great disappointment which is our flight from haneda airport D7523 tokyo back to KL on 2/12/18 at 11.45pm.

To start with, we had travel from tokyo to haneda airport by taxi from 8pm. We reached hanade airport by 8.45pm and we basically stood there at air asia counter to que for check in for a 2 straight hours as there was only 3 drop bag counters but only 1 counter's que was moving. The other 2 counter were more or less stagnant.

On top of the above, my greatest disspointment was towards D7523
* air asia X steward and sterwardness * that was serving the Row 16 onwards.

They were selfish to understand that we travellers are tired after a long distance travelling trip and need as much sleep and rest on board as possible especially its a mid night flight.

They both basically just talk and talk being in their own world, both sharing and sitting on one seat eversince the flight took off and after the meals were served.

Their conversations were getting louder and louder continuously which woke me, my husband and my 6 years old girl up from our sleep several times.

Till my patience ran out, we made a complain to another fellow sterward whom was serving the back row seats at 3am sharp since they were so inconsiderate of passenger's needful of rest at 3AM.

However, after the fellow sterward informed them, they basically only stop talking for 10mins and hide behind the pantry.

At 3.15am, they came out from the pantry and start sharing the one chair next to the pantry again and talking non stop.

The steward whom we had complained to earlier came and informed us that he already informed them not to make noise but they were not willing to listen and still talking loudly being extremely selfish and inconsiderate.

Hence, I was furious! Infront of the steward whom we complain to, I took took a photo and a short video clip of them as attached in my complain letter to you now for your kind actions in order not to smere your air asia x's image to us long support travelers of air asia.

Just imgagine, our flight took off at 11.45pm, after they served meals they talked continously till almost 3.45am and finally they only stopped talking when they were informed that i had took the video clip and pic of them to make official complains to airasia. We were only given one hour of peace to rest for such a long distance flights where we still need to be on transit at kl to kch this morning.

I hope the senior management of airasia will view this matter importantly and provide the accurate measure to serve your travellers with ample rest provided.
Else its too tiring to travel on airasia X without any rest for us. TQ

I lost money from my bank account while booking an Air Asia flight ticket without having my booking confirmed.I didn't receive any confirmation of my ticket.It was on 21/11/2017 that I tried booking the air ticket online on Air Asia app with booking number NHP2PI.A messaged was sent to me noting that it needs payment.I checked my bank account, saying the money was deducted.When I enquired with my bank they informed that the money has been transferred to Air Asia Berhad account. I called up Air Asia office literally everyday and I enquired alot about my money. They dint show up very much. I even contacted Union Pay.It has been a year since I am behind this.

I understand that change flight date have penalty fee charge but I can't understand why I have to pay the spoilage fee. And also when process to payment is not the amount mention, increase the amount without any mention, and not in the list. When I received the email confirmation then I realized have the extra charge of the baggage 20kg that I have not add on.

I have travelled with air asia flight number i5 536 from bangalore to bhubaneswar on 24th november with pnr engjrp. After I collected my luggage baggage I noticed that my lock was intentionally broken. I have attached the photos of the luggage bag. Kindly let me know the reason of lock tampering and I need a refund for my luggage bag tampering.
Date of journey - 24/11/2018
Time - 12:15 pm - 14:20 pm
Passenger name - priyambada das
Pnr - engjrp
Flight no - i5 536

I'm miss Wong my flight No Ak 1791 from kota kinabalu to Singapore supposed fly on 26th Nov 2018 . Yesterday from 2pm delay till canceled .No 1. I'm unsatisfactory your staff at last minute inform us about the cancelation of flight and don't have report any information about flight canceled . No2. your staff instruct me go to immigration counter there for vote the ticket first than get your luggage. than i go immigration there they said i hv to get the cancelation letter "HOW I KNOW WHERE TO GET THE LETTER!? ?" your staff are nt communication properly to ut staff and wasted my time. No3. i replaced the flight on 27th Nov 2018 in morning 8.30a.m i had double confirm to your staff, "asked is it my flight at 8.30am. still got seat for me? " your staff are pretty confirmed for me and said yes there are still available for 9 seat at there . than the next day i ask for print the new boarding pass thn they gave me flight depart at 10a.m, i asked why 10a.m I'm 8.30a.m flight your staff just said there are already full no more seat for me. PLEASE train your staff how to communication properly with colleagues . and the last one things AirAsia airline got prepare meals for me, thn I just want the milo thn your staff said can't only the soft drinks would be can't milo. I'm so disappointed i just ask for a cup of milo also can't! !? I'm not accept your apologize of AirAsia airline. AIRASIA 'S STAFF CAN'T HANDLE AT ALL THE SITUATION OF EMERGENCY .

Pada 24/11/18 (Sabtu) lebih kurang jam 3pm di Lapangan Terbang Sultan Iskandar Banda Aceh, saya Shahrizal Zainal Abidin telah meminta izin di Kaunter Check In Airasia untuk membawa Souvinior Siwah Aceh bersama-sama ke tempat penumpang namun tidak dibenarkan. Saya akur barangan itu dibawa melalui bagasi. Setelah dibungkus (wrapped) kemas & dilabel FRAGILE barang tersebut masuk proses bagasi. Setiba nya di KLIA2 saya terus mengambil bagasi-bagasi saya dan wrapped Souvinior saya sudah mulai kedengaran seperti kaca pecah, disyaki barang saya ini telah dikasari & tidak dijaga dengan berhati-hati. Setelah tiba di rumah, apabila saya buka bungkusan, ternyata frame kaca souviniors telah pecah berkecai..! Penyiasatan segera perlu dilakukan pihak Airasia. Saya sedang berusaha untuk proses saman sekiranya layanan yang diberikan teruk..!

I am a passanger of flight No:1518. I was mentally harrased by one of ur employee for my existing Psoriasis disease.While collecting my bording pass i was asked if its a chicken pox i explained them patiently that its not that that even we confirmed with the in house doctor. Even after that i was continued harassed. One should know how much painful it is for the person who is already going through with loads of pain. Please convey the feedback to your Employee Sara that she should have basic etiquette and should know how to talk their guests.
This was a horrible experience and i would never choose any airasia flight in future.
Regards
Manju

Traveling from Goa to Hyderabad

I am Rajeswaran. Age 36. Working as operation director at Nimrod Engineering. On 23 Nov 2018 morning I fly from KLIA 2 to Kota Kinabalu Airport for meeting with clients. Once I finish meeting I book my flight through argent. Then I received a mail from AirAsia, mentioned the flight is delay. Then I decide to be patient and wait until 23:10 pm. Unfortunately the AirAsia staff made announcement that the flight delay again. I am really very disappointed with AirAsia service. I am frequent flyer.

Flight details : AK5117
Original Time : 19:25
Delay : 23:10
Delay again : 00:20
Booking Number : NUZCJA

The worst air company in my experience. No customer support - the telephone number in the website doesn't works, the chat after an hour to wait it send you to operate online.
The website to book online has been made easy to make errors, so that if you need to change something they ask you to pay another 150% of the ticket you have. No other way is possible they said. It's true what just said from a customer. It's better to buy another ticket. But from another airline company. Never again with Air Asia.

Air Asia qz 264 had technical issues today on 19th November. I want to know exactly what happened.
The plain had for very long time very heavy vibrations. short heavy vibrations.

please reply to me in details if not I will follow up in details. don't tell me air turbulence please.

I am flying for 30 years.

Best regards
Thomas Bachmann seat 14d

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