AirAsia
Reviews and Complaints

I was attended by Savorn IN at the check in counter desk in Siem Reap, and she treated my wife, Louise Cristine Nascimento de Jesus, and I very badly. We have a connecting flight in Bangkok with final destination to signapore. It is April 4, 2018 at 1:45pm.

First of all, we asked if we could get a window seat and she was not nice at all in her explanation and said that we could not change our seat. We said "ok" and agreed to stay with the seat assigned. After that, we checked in our 2 bags. After we checked in the 2nd bag, we realized that (as we still had 3 kgs of luggage that we could check-In) we wanted to add something else to our bag. The bag however had already gone on the ramp way on its way to the check-in luggage. She got upset that she had to stop the ramp way and told us that we had to walk up to our bag and add more items. If she were a minimum nice, she would at least help us get the bag for us, but she didn't. After that, we were putting a Mosquito spray made of Citronella (a non flammable substance) and she said that we could not check that in because it was against regulation. I looked at the regulation and those products are only prohibited if they are flammable but in this case it was not! So, Savorn In, from not being nice with the seat change, to not helping us get our bag, to being mean and saying we couldn't checkin our mosquito spray, provided us with terrible customer service.

After that, I asked to talk to the supervisor. His name is Chhoung Sam Euon, and he was as rude as Savorn In was. He told me that we could not check it in and that that was final.

Another check-in attendant Tin Sorn, was the rudest of all. He was aggressive and said that we could not check it in and that we should stop insisting. I decided to take all their names and at the end he said rudely to me "go for it. Report us, you will be famous!" This was the worst customer support I have received ever with Air Aisa. I am very disappointed with this, and think you should give each Savorn In, Tin Sorn and Chhoung Sam Eoun a warning and tell them to treat better their customers.

On the 1st of April my Air Asia flight from Kolkata at 7.55 pm was scheduled to arrival at Bangalore Airport at 10.20 pm however I landed at 1.45 am. Instead of landing at Bangalore we were taken to Chennai where the we were waiting so the re-fueling could happen. Why should refueling happen while the passengers are kept waiting. Also the crew didnt seem to have empathy with the troubles we were being subjected to. I am concerned because the delay caused gross inconvenience to me in terms of my commute from the airport to my residence. I would appreciate if you redress this compliant. As your negligence puts the safety of people travelling with you in jeopardy.

I have purchased tickets separately from Bkk to kL and kL to Penang, and I received an e-mail on flying date to said that flight will be delay from BKK to KL, so i called to Malaysia care line to request change ticket time from KL to Penang because of flight from Bkk was delay. Malaysia care line ask me to call to Thai care line to get change, the 1st called to Thai care line she said the system not showing flight delay so not allow to get change the ticket from KL to Penang and also she sent me an e-mail to prove that flying time remain no changing and ask me called back to Malaysia to check again. I did made few calls to both country, I wonder that why 2 country provide different flight information and also want to complaint my 2nd called to Thai care line the way he speak impolite. I wish to get back refund ticket from KL to Penang.

Hasrini & Amar who on duty on 22.3.18 morning have bad attitude during serve customer. The new baggage tag system is very new to us, this two staff who suppose to teach us on how to use the system, but they show very unpatient attitude. Especially Hasrini, her bad attitude has make us feel so unhappy and unsatisfy, whats wrong with her ? if she dont like to teach people how to use the new baggage tag system please arrange her to duty at other position, she is not suitable to work as a frontliner with such attitude. Please solve this problem immediately to avoid more and more people feel upset on airasia. Thank you.

Booking YQJ1QA and previous flights as well I cannot chose my meal while booking, it is preselected non vegan. But I pay for it. Then I starve on my flights cause I am also not allowed to change after booking. Is that supposed to be funny?

My bags get damaged every time flying with you, but last time things even went missing. My travel bag that was fastened around my backpack disappeared and I have several cuts on my bag plus a whole buckle is gone. The second most important one. The most important one is hard to close. My bag lost a lot of values as well as function.
I want my damage compensated and a vegan meal for my next flights. Starting 9.4.18

A. Suchanek

Hello. I'm a frequent traveller since I was young. Have experienced traveling solo, dating and with families. Now having had a toddler of 4yrs and youngest girl of 10 months, I find it ridiculous to even think of going on a flight as it is beyond the normal routines. Our descipline for kids since 4 weeks old is to have them seated on the Baby chair. However non of the airlines actually tries to invent such method to enable the parents to have better comfort, trust and reason to travel with their kids. Imagine having to travel by making the kids seated on her lap for 13 hours fight to England? The basinet would help during the sleep but the rest of the minutes we are teaching the infants to abuse the latch(breastfeeding), or to start being dependent again.. after all the hard work at home.
I really love airasia and has supported them ever since the competitive pricing and yes you have really made it almost greater than those big players out there. It would be great for the future to have such facilities and outshine the rest of the airline.
Attached is the seat which had me thinking how convenient and secure to place my baby while I need to have my toilet visit. Probably you could contact them and have them design it for the airlines instead. Warmest regards & Thank you.

Sasha
[protected]

I booked on line to fly on AK892 on 7 March to Bangkok and return AK887 on 9 March, ref. VKUF8C. When making payment system told me payment was rejected, so I paid again. Several days after returning I noticed from bank details that I had been charged twice ! On checking email records I saw details of a second booking - NIPIVY. Tried to use refund system but told that on double booking claim needs to be made before taking flight -- but did not know about it until after return flight. Tried live chat - utterly useless. I was given a reference [protected] when trying to claim a refund. System is useless and feel cheated over double payment made due to incorrect instruction by Air Asia on booking and now being told refund cannot be made . Service on this is rubbish and legally highly questionnable . Please process refund of double payment. Full name is Steven Robert John Baker and email is steve.[protected]@gmail.com -- although you should have these details on your system . Am very concerned about the frequent complaints of double payment/booking and the difficulties customers have with obtaining refunds.

Steve Baker

Dear Airasia,
I am a Swiss citizen residing in Indonesia and a Bigfoot frequent flyer with Airasia . I book most of my flights online with my SCB platinum creditcard. I wanted to book a flight for my tanzanian friend to come with me on a holiday from Bkk to Ppnh and continue with her from there to Vietnam or China by road or air. The Cambodian government grants a 30days on arrival touristvisa for visiting citizens fr Tanzania.
From the information i gathered fr Ppnh Airport Authority and online information, it is not required for such a traveller to carry an onwards ticket at airport arrival in Ppnh. However, before buying the AA ticket for my friend i decided to also consult with yr AA salescenter at Aeon shopping center in Ppnh. After being assured by yr salesstaff ( Mr. San Virak) that there shld be no problem, i then bought her a oneway ticket fr Bkk to Ppnh paying cash. (See attached ticket)
My friend Ms Abubakar presented herself absolutely ontime at yr check in counter for this flight. The AA attendant was a Mrs Nutthangarn D. and refused to check my friend in on the grounds that as an african citizen she must present an onwards ticket and more than 800USD . She was put on hold for over 3O minutes and then declared too late for boarding her flight. My friend then called me and i spoke personally with Mrs.Nutthangarn who insisted in a very unfriendly manner and broken english that she was now late and with no onw.ticket not allowed to fly.
I insisted that i am a frequentflyer and had bought the ticket and wld be at airport arrival in Ppnh with all necessary funds and onwards travel documents.
I also mentioned that i have never once been asked to produce an onw. ticket neither at bkk departure nore Ppnh arrival. I think Mrs Nutthangarn
maybe confonded Tanzania nationality with a less welcomed african nationality ? However this unfortunate inconvenience made me loose much unnecessary time more than just the ticket fare. I had to immediately fly back from Ppnh to Bkk (with AA) this same day. At arrival in DonMuang airport I went straight to your 3.fl.salescounter to lodge my complain. The very friendly attendant enquired about this case and told me that i shld complain online but wld not get any refund higher than the value of airport tax ! I am actually too busy to chase for 20$ refund but at least my complain will be able to alert the social media and warn others about yr very unclear and unjust policies and groundservices. (Im an awarded Tripadvisor member and consultant)
I expect a full refund or bonus for a new ticket and AA apologies
(Please have the courtesy to open my attachments of my corespondence w yr Ppnh sales center.)
Kind regards,
Charles Antoine Junod
PS = AA doesnt let me attach evidence in my complaint

Hello,
I am Ravi Naidu, traveled thru your esteemed airlines from Bengaluru to Pune(I5-1426)departed at 13.05 hrs, my first experience with Air Asia. Which was not good. Yes, would about the cabin crew was good, seats were conformable.
What is not liked was the way I was made to pay for the snacks which I had not planned to.
It goes this way, I was quite early (about 2hrs)at the airport, checked in quickly. At the check-in counter, I met this gentleman, requested him for an aisle seat of possible, do not think many would have checked in by this time unless for those who have used e-check. At first, he said not possible, I requested to please look into, he few seconds later replied, yes, u may get one but not the one with a recliner, I was okay with that too. Very instantly, he gave me a proposal, sir, I can get you an aisle seat only if you order food from us, I was taken back. I stared at him and said why is that so? was expecting no logical answer, that is what happened. He then said it will cost you 220 and you will get an aisle seat. I did want one, so I agreed without entering into any argument. A receipt of Rs. 220.00 vide receipt no. 15898 was made and I paid cash, though not convinced on this cheap bargain at the AirAsia counter.Finally i was booked on seat no. 1C, enjoyed the forced meal for sure.
Is it the usual way of AirAsia to do business by forcing customers to buy food and book seats. For sure a cheap way, is that the reason why it is also called a cheap airline. Please understand it is not matter of the money that was charged but the way the deal is struck. Are they trained to do the business this way is the question? Or do they, the crew at the check in counter get some commission from such orders. On the other side your competitor airline Go Air was modest enough, the lady at the check in counter asked upfront for any choice of seat. A small thing but makes a big difference. For sure, I would not recommend AirAsia if such LOOT is what is experienced.

This happened on 21st March, 2018. AK6184 flight from Kuching to Miri.
I have pre-book my in-flight meal Chicken Lasagna (booking number OTK9VH), but stewardess on duty just pass me a pack of Nasi Lemak and told me my Chicken Lasagna is out of stock.

I just eat the chicken meat, the rest of rice just collect by them as rubbish.

I would like to point out that is not an appropriate way to inform me my pre-book meal is out of stock. That stewardess didn't inform me before give me any food. That moment I feel that she is telling me: your choice is out of stock and this is (nasi lemak) what we have.

I can understand that pre-book meal out of stock due to human error. But they way how stewardess handling is totally unacceptable.

She should inform me, and give me option to take other meal or anything have in aircraft. Because not everyone can take rice. I feel guilty when the nasi lemak being throw away like rubbish and I couldn't take it.

I hope Airaisa can look into this issue, is about how the flight attendant to handle this kind of situation. I never thought about this can be happened on me and in flight. Although changing menu is small matter but no right food is a big issue for those who cant take it.

I am writing about a delay of flight on March 16 2018 AK 541 from Siem Reap to Kuala Lumpur that we're supposed to fly at 3:00 pm. The situation was badly handled. First and foremost there were no announcement in relation to the delay. The passengers tickets were checked and taken by AA staff. Passengers were led to the aircrafts and were then stopped and asked to wait. We were then told that aircraft is not ready and was then asked to go through custom again to get back to the waiting area. There were no news about our flight until after 2-3 hrs when passengers started making enquiry in regards to our flight. We were then informed by a staff that the flight will be delayed till 9 pm that evening. Again there were no formal announcement made. After awhile, some passengers were informed that it is delayed to 11 pm. No announcement were made by airport or AA staff but through individual passengers who went up to ask.

So at 11pm, passengers started to queue up for boarding but was dismissed with reason boarding time not confirmed. At this point we were told to wait until further notice. The AA staff has promised us that accommodation will be provided. We were led to take our luggage after about 1-2 hrs. It was 1ish am at that time. We were all waiting outside SR airport for what seems like hours for a bus to take us to our accommodation but it never happened. Passengers were exhausted and slowly get back into the airport. At this point the AA staff has disappeared and was nowhere to be found. We were left on our own and was forgotten . People started sleeping on the floor on their luggages, the old, the exhausted and the hungry. There were no blanket, food or even water provided. The air conditioning was even switched off! It was a torment as mosquitoes started to bite us who were forced to spend our night on the small area in the airport. The next morning, no proper announcement were made as to when is our flight. Anxious passengers queue up to check in in hope of boarding the 835 flight. We then found out that our flight would be on 855am. Many passengers missed their next flight and had to cancel work because of the incident. We wasted a day and what seems to be a wonderful holidays was ruin because of this ! This is an example of how flight delay is badly handled by Air Asia. I wish Air Asia would at least compensate us in some ways! as this incident is really unfair to us passengers.

To whom it may concern,

I deeply regret using Air Asia as an airline on my trip to Phuket for a number of reasons being:

1. I had containers over 100ml of goods in my bag and was advised Air Asia could keep it, I made my way back to gate 9 to hand in the goods where I found out I had to pay 1000 baht which I did, 1 day before my departure I received a phone call from Air Asia asking when I would be collecting my box and I advised them upon arrival being the 24th at Don Muang I'd collect it and was told ok thank you vey much, call ended. To my dismay, arriving at Don Muang airport it took 35 minutes for Air Asia to tell me my box was at Phuket international airport, staff was not helpful at all, I was advised to go back to Phuket to collect my box which was unacceptable. I requested to see a manager and he advised I could wait a few days and recollect the goods which was unacceptable as I do not live in Bangkok, lastly I was advised the package could be sent back the same day but I would have to wait till 20:30pm (note my flight was 15:05) And i would have to pay for it and disagreed because this was not my fault as i was advised they would KEEP it, i then agreed to wait, the flight was delayed again and 20:30 turned into 21:00 and I received my box at 21:25.
2. I was never advised my box would be sent to Phuket.
3. I was told I should of known, how I should of known this is unknown.
4. I had to pay my taxi a 500 baht fine as he waited to take me back to Samutsongkhram where i currently live as he waited over 2 and a half hours and was then told he should leave as i had to wait for the delivery of my package.
5. What was fond memories of Phuket was totally tarnished due to the lack of moral, respect and assistance from Air Asia.

I will never recommend Air Asia to anyone I work with and will be telling people and social media about the experience I have had with Air Asia especially because it is the first time using this airline.

I fly internationally and internally often and have never had this problem before.

Please find attached receipts and flight numbers to investigate this case, unfortunately I cannot add a photo of my receipt nor provide staff names as lost and found department Air Asia advised the cannot find my receipt, contact details [protected].

Regards
Cayla
[protected]

I have booked my tickets to Bali dated 13/3/2018 and return ticket on 20/3/2018. The flight got cancelled on 13/3/2018 which we got to know after reaching airport. We have not received any prior updates regarding flight cancellation to Bali. No authorized person was there from Air Asia to guide us upon the same on the airport. We are really disappointed with this service. We have already booked our stay in Bali. No one was answering properly at the airport and they told us to re-book the ticket so we have booked the next available flight to Bali - Malindo air which cost us 85600/- . I have lost my huge money and i want my refund of Rs 85600/-. Kindly help me on the same. For just tickets i have spent Rs 44786+85600=Rs 130386/- .
PNR 2FN5448
Airline PNR -BPZBVN

I can't believe how you treat your customer. I fly a lot of time with Air Asia so I though I will be treated better.
On the 21/3/18 I receive an e-mal that telling me that my flight will be delay 1h and that I can reschedule my flight. After this information I ask the Air Asia a counter in Malaysia to do so. At first he doesn't want to reschedule my flight with the argument "your flight don't have a delay of 2h that's why we can't reschedule". I mean what the h*ll... you just text me I CAN! So after showing him the email he finally was willing to change my flight to an earlier flight. So I asked him about my luggage. What will happened and if they will change it to the new airplane (it was plenty of time to do that btw). He answered me: "yes miss your luggage will arrive your final destination with you". But when I arrive my final destination in Medan, Indonesia I got the message, after I'm standing there and waiting for 10min, that they just got an email that they forget to change my luggage! How can that happened? Well the best part is after asking him who will take responsibility for it, he just answer me to wait until the next plane arrive or picking my luggage up on the next day! Hello?! Seriously? It's Air Asia fault for the and coordination! So why should I pick it up? You should send me it as soon as possible. You should take the responsibility for It! I couldn't believe it how unrespectfill you treat your customer!
I don't know if I can't trust this airline again.
Just fix this behaviour! It's a no go how you just let your customer staying there after making a mistake!

Hi Team,

My flight PNR : XT4EFX, got rescheduled and consultant - Aareef, Supervisor - Efteqaar, refused to cancel and refund money.

Being a passenger if I can not manage time to catch the flight then what would I do? I was already running in very tight time schedule, now this 35 mints prepond by the air aisa.

Hence request you cancel the ticket and refund my money.

Name : Devbrat Verma
mob : [protected]
email : [protected]@gmail.com

Booking Ref. NGP8HP
We had booked our AirAsia flight to Sri Lanka over a year ago,
however we had to travel to Sri Lanka earlier on a Singapore flight as my mum was very sick.
On our return to Australia we changed the flight travel date to the 5/3/18 by paying an extra $659.On the flight from KL to CMB my meal was incorrect.(sweet and sour).
On the return flight D7220 CMB to Australia on the 15/3/18 we were informed in Colombo we didn't have a baggage allowance but we had booked our meals.We had to pay Rupees 18000 . We always book the value pack when flying with AirAsia.On our return flight we were both served with Sweet and Sour meal again, which we both dislike .We were informed by the steward we get the complimentary meal when the baggage is booked.Very disappointed and stressed as I feel the booking was messed up.We will be re thinking our overseas travel with AirAsia as we don't want to be put through this Trauma again.
We appreciate if the extra money paid for baggage is reimbursed.

To Whom It May Concern I do not reside in Malaysia. On 20 Feb 2018, I booked 2 seats from Kul to Bki with return. On 18 Mar 2018, Airasia changed the return flight time which is not satisfying me. I requested to cancel the return and refund my money back as per their role.
Unfortunately, they rejected my request. I wrote their role in the following:
Airasia role:
5. AirAsia changed my flight date/time! Can we change it? How much will it cost? How to change it? Can I ask for refund?

If Air Asia changed your flight date/time, you are allowed to change your flight date/time for free subject the change is more than 3 hours from your original flight.

Go to the nearest AirAsia Sales Counter / Airport Counter to change. Find out the nearest Air Asia office

AirAsia allows you to retain the value of the fare you paid in a credit account for your future travel provided you rebook within three (3) months therefrom.

The joke company Air Asia booked my wife and I on completely different seats for our next flight to Singapore but did actually manage to book us seats together on the way back. When I went on their website to check in and amended the normal seat I was allocated, to a normal seat that was not allocated I had to pay an additional RM7 for the privilege of sitting next to my wife. I then went to try to connect to live chat to complain and I was told I was 99 in the queue, and I hour later I was still no 53. So then I thought I would email my complaint and surprise surprise cannot connect to their email if you put complaint in the title. Then you look at the premium rate call charge they want you to pay if you ring them and how long you are kept holding on, this company is a total joke. Whilst I admire Tony Fernandes for how he built the company, the quality of staff at customer service level is the poorest I have ever seen around the world, and I will avoid this company like the plague, and they cant even allocate my bonus points on BIG membership.

8:30pm 19/03/2018. We miss our flight bcos transfer delay. We want to complain your staff Nur Atiqah Nadirah (ground operations) MAA14453 with her rude behavior despite we ask her politely. Talking to us with her bad attitude. She said:( tak payah ajar saya buat apa)with bad attitude. Is that how you train your so called all star staff?

We have 1 group 5 adults 6 children's and 1 infant. However we are in need on help in this situation very sad to hear what the staff said.

From Magdalene Ong ([protected])
Email address: [protected]@yahoo.com

Dear CS team,

I am tired approaching you through feedback forms and receiving standard responses which shows that nobody is even reading the attachments. The customer call is of no help after keeping it 'on-hold' for several hours.

I have submitted my requests for the refund for duplicate bookings ( Booking Ref No. UTC3UX and ARSMNX, flights Flight details QZ 503 and QZ 502 ) via case number [protected], [protected] and [protected].

All of these have been rejected citing the reason "Please ensure that Bank Account Holders Name is identical to the passenger or contact person's name originally submitted during booking process".

I have done these bookings for my Parents and nephew using my husband's Air Asia BIG member account. I did payment via eNETS using my own bank account.

Your CS team is not accepting my bank account details as I am not the traveller and have also rejected by husband's bank details although, I used his BIG membership account to book the flights.

I cannot provide my parent's bank account details as the payment was done in SGD and their bank account in India cannot accept foreign currency transactions.

I understand that refunds are critical and governed by strict rules, but please advise what additional documents do you require to vouch for this transaction and approve the refund.

There must be a way to grant a genuine refund request, especially when the error happened because of your website showing me the message that "payment failed, please check with the bank or change card".

Looking forward to getting a solution asap.

Thank you,
Bharti Chhonker