AirAsia
Reviews and Complaints

I am not a regular customer... but this month I had to fly with several persons (including one person requiring wheelchair) with Air Asia
CNX-DMK
DMK-DPS
CGK-PNG
PNG-DMK
DMK-CNX
Just to share with you

waiting for a wheelchair in DMK required 20-30mn waiting each time
in CGK, our ticket was Terminal 2
after the taxi dropped us at Terminal 2... only then we were informed that it just changed to Terminal 3!
no information was sent to us. we had to take again a taxi to terminal 3 wasting money and 30mn

in Penang
I was asked to push myself a wheel chair. Not enough staff I was told
at check in I was asked to pay for wheelchair in cash!
then we discovered that our flight had change time 30mn earlier
here again no information was given

I do not claim anything. I do not want to waste time.
Airasia just gave me a very poor impression of your level of (no)-service

Stephane Junca
[protected]@cyber512.com

I booked a flight and hotel with yourself on Air Asia go not knowing it was non refundable until after I had booked. My flight and hotel was to go from Malaysia to Vietnam on 24 December 2017 for 4 nights. On arriving at the airport I queued for almost an hour at check-in only to be told by partner could not fly because he was Belgian and needed a visa. I was told to go to customer service where I queued for another 40 minutes. On explaining my situation I was informed a Visa would take at least 24 hours and I would have to pay for another flight. I begged for him to help me but he refused any assistance at all. As I had a flight already booked for Malaysia to Phuket in 4 days time I asked if it was possible to pull this flight forward otherwise I was stranded in Malaysia airport for 4 days over Christmas. He told me he would do this and not charge. I have just returned home to discover my partner has paid 240 euro to change a flight which only cost £50 to begin with. I have also discovered I could have got a letter of approval within a few hours for a visa for Vietnam meaning I would have made my flight to Vietnam.

I am so upset with the service I have received from Air Asia, I really feel your staff did nothing to help me and did not give me the correct information. Had I known I could have got the visa within a few hours I would have been able to go to Vietnam and not lose 2 flights and a hotel. Had I known you were going to charge me a further 240 euro for a short flight to Phuket I would never have booked it.

I really am distraught at the misguidance and treatment I have been given.

I paid extra for luggage and to sit with my partner and also upgraded my hotel to a junior suite. On booking know where did it state it was non refundable. I tried emailing air asia go and the hotel but got no response from either.

I really hope you will look into this and offer some kind of compensation for the holiday I should not have lost had I been given the correct information at the airport. I also cannot understand how you can justify an additional 240 euro for a change to a booking I had already made for a flight which cost £50. On entering a Belgian passport on the booking, you would think it would have advised a visa was required then none of this would have happened.

My booking reference for the hotel and flight was BPMF5X Itinerary # [protected]. Flight Airasia 522 departing KUL 14:35 24 December
Flight Airasia 529 departing HCM 10:35 28 December.
Silverland Jolie Hotel 24-28 December.
Total cost RM2, 327
Miss Michelle Higgins and Mr Mohamed Kharraz Hamouch

Booking number JH4CSY Air Asia flight AK826 KUL to HKT 28 December
Cost £50 per person
Cost to change this flight to 24 December 240 euro

I look forward to your response.

At the very least I expect a refund from you.

Michelle Higgins

My recent trip from Singapore to Kuala Lumpur is nothing but complaints.

1. Onward Journey from Singapore to Kuala Lumpur -
Flight was delayed by more than 1/2 hour. Staff at gates did not know when the aircraft was going to land. The timing at the gates was 8.35pm, but only after 8.45 pm did the aircraft arrive. By the time we departed it was after 9.15pm

2. Return Journey from KL to Singapore - This is a Four Part complain:

Part 1 -
My daughter is 3 year old and she was allocated a seat in row 18 and for me and my husband in Row 20 (at each end). called the airlines before starting the onward journey and was on hold for more 10 mins. Kept pressing 1 and 2 in the IVR for no reason. Was advised by Staff in Singapore to get the seats changed in KL. Day before boarding flight, went to the office in KL and requested to change seats. Got told that I need to pay $160 SGD. The team is so proud of their Pathetic Auto Allocation System (which allocates seats to parents and kids separately). Finally at the airport there was one staff who was sensible enough to change the seat for me (so I could sit next to her). Oh, she then didn't give me her boarding pass. After boarding the flight there was a staff member at the gate who wanted to know where was my daughter's boarding pass. had to explain the whole story to him again.

Part 2 -
Then comes the story of Rice Cooker. We were told that we could carry it onboard as the cables etc were already in the check in baggage. Before immigration got stopped by the Air Asia Staff and advised we are unable to carry it and need to check in. Requested to get our bag back, but, ofcourse cannot do that (that will take more than an hour - the bag was checked in just 3 mins before) and were charged RM 100 (100 Ringetts) to check the cooker.

Part 3 - Couldn't claim GST, because, the lady at the gates saw the cooker but wouldn't stamp the receipt because she claimed she did not see it. She never advised that we need to go to another counter to get it stamped etc.

Part 4 - Called the airlines this morning and was advised to call Indonesia office. Called this office and told the lady that I am calling to complain. She listened for 15 mins and told me that I need to call the KL team as the flight was to KL.

The worst part of it all, is that they are very proud of their Auto Allocation System and they don't understand anything about what someone is saying. They don't listen and cannot think outside the box.

My name is choo seng kong. I was on flight ak523 from ho chi minh to klia 2 at 430pm on 28/1/2018.
My seat was 1a but I was told to put my baggage at row 5. when I ask why, the male service crew sarcastically replied, "sir, you only paid for the seat but not cabin compartment."
My concern was that I was worried about the possibility of losing the baggage and the inconvenience of getting my baggage when landed.
I had never expected such remarks from your service crew. he was rude.

I booked to fly from Bali to Perth for 1st feb but received a ticket for 30th Jan, I called air Asia they directed me to change booking online, I changed booking with an extra fee added on top and received a flight for the 28th Jan I contacted air Asia again they said I can not change the booking because I have a flight within 48hrs and my case was sent to be reviewed. I advised air Asia I have to travel from Lombok if I must take the incorrect flight they refused to change and I Need time to get to bali. I called air Asia the next day they said they were not at fault the internet is not at fault and I must pay for a new ticket or use my current incorrect booking for 28th, I can not get to bali in the time they have given me due to the slow response from the customer service team. I am going to loose $450 aus dollars because of the time it takes to get an answer. I have used air Asia regularly for 6 years now and I will not be flying with them again if this is the best they can do to help me and fix my problems with flights

I have been contacting air asia online chat many times and waiting them to pick my line from waiting number 99-50..always after 50 my line will disconnect and have to wait again from 90 but still no one will pick my line. This already happen around 5 times. Different days and timing I'm trying.
My email also no update from air asia already 2 days . Please assist your customer immediately as we are waiting for your response. This all makes me not interested to book air asia in future.
I need someone to update my complaint to refund flight ticket due to imigresen issue.

Hi,
I am writing this mail with a deep concern.

I have a confirmed booking (booking Ref No: FI1USI), from COK-SYD (2 way) on 30JAN2018. I have done this booking online at airasia.com on 19JAN2018. I have received booking confirmation mail (attached) right away the payment from my MasterCard (Credit card issued by CommBank Australia) got confirmed. The amount AUD.942.87 + transaction fee AUD.28.29 deducted from my account that time itself. And of course, I have authorized the transaction through online banking at the same time.

Everything fine until now.

Later, I wanted to modify my booking, to add baggage and meals. When I logged into AirAsia portal yesterday (26JAN2018) to do this, I surprised (or even shocked) to see that my booking status shows "NEED PAYMENT". Immediately I contacted your live chat team. To my utter frustration, they are saying the payment rejected due to some authentication failure and they will refund within 14 to 30 days. They don't have any details why this happened. Then I called customer support. The response was not different! I need to do another payment either at airport check-in counter or through online!

I am very sorry to say that this is NOT AT ALL ACCEPTABLE. Because I have all the proof that the Booking AMOUNT got deducted from my account (All proofs attached).

I have not even received a mail or message informing this payment failed. Yesterday I noticed this accidentally when I tried to modify booking. The guest is Mrs. Sheeja Jeeji, she is my aunt aged 57 years. She is traveling for the first time and does not carry money. What should be her situation at the airport, if I didn't notice this!?

So, please do the needful to confirm this booking as early as possible since the travel date is 30JAN2018. I cannot pay any more amount as I have all evidence that I paid for the ticket. The amount I paid is not refunded to my account and I do not want a refund, but require the booking to be confirmed.

As a last try, I have tweeted the same on your twitter account as well. Please find below link
https://twitter.com/TintuLal/status/956906018503458821

Please do the needful to confirm this booking as early as possible.

PFA for booking and payment details.

Thanks in advance!
Tintu Joy
+61 [protected]

Hello sir/madam.
I Anitha Virdi from India evrytime we used to travel through AirAsia but this time when we tried for Hongkong trip with my sisters than our visa approval date was extend so we wanted to cancel our ticket and now Air Asia is refusing in refunding any amount and being a member i am not getting any advantage from Air Asia Company.if the service of airasia is like this than this airline will definetly decline ...this is so dissapointing ...costomer cannot cancel there flight for any emergency .situation ..fine if it is non refunding but for rescheduling there should be some consideration for the costomer, that is also not there ...on top of that they are increasing the amount every minute...what kind of service is this where costomer comfort and wellbeing are not there priority? In future i will make sure to never travel from air asia ...i will suggest the same to other also...very very dissapointing air asia

I am travelling today with air asia today .. and actually due to minor misunderstanding i put my power bank in my check in baggage and i apolozized for my misunderstanding so i thought that they will be telling me to take care next time but unexpectedly the employee didnt give me my power bank back and said we wont give u this back.. although it was a misunderstanding first time soo hopefully they should give it back to me and supposed to tell me take care next time. But it really seems unfair to a passenger . I hope air asia will do simething about my problem.

I was traveling from KLIA2 to Sydney international airport terminal 1 on 6th January 2018 on flight number D7 220. I left the hand bag bought for my wife from pedro dutyfree shop KLIA2 in a carry bag inside the cabin next to my cabin baggage. The hand bag was blue in colour with a blue scarf rolled and tied on one of its handles. I forgot to take it from the cabin and I called next day morning when I realized that it is lost. I called airasia sydney airport baggage service multiple times as advised by your support person between 08:00 and 12:00 pm with no answer. I am really worried about loosing this bag which I value so much as it was purchased for my wife and she was expecting to have it .

Dear Sir/Madam,

during our recent holiday in Asia (Thailand, Malaysia and Sinagpore) we were flying by AirAsia 5 times within 3 weeks with my husband. During one of our flight from Singapore to Kuala Lumpur (flight number AK702) on 11th January one of our baggage wheels was broken out. Upon our arrivel to KL and after we received our bagagge and realised the isseu we reported it at your service desk on the following report ID: CBTKUL18A00437. The trunk was brand new, we bought it in Kuala Lumpur KLCC plaza on the 21st December. It was a Caterpillar brand trunk with value of MYR1400. I kindly ask you to review our complaint based on the above information considering how many times we choosed your flights during our 3 weeks holiday and the having the brand new trunk which I can also proove by an invoice. In case of any questions please do not hesitate to cantact me on my email address: [protected]@gmail.com.
Waiting for your reply.
Regards,

Barbara Deák Bárdos

I bought my premium flex and end up in this long queue just because there's only 2 counters open for check in, one normal counter and the other one is premium flex plus special needs for seniors.

Why is this happening in Manila, whereas in Malaysia is totally good service?

Why should we pay for extra when we ended up like a normal passenger?

Mr Fernandez, u should really look into the Philippines AirAsia. Out of so many places I flew with AirAsia, Manila Philippines airasia has the worst ever service, most problems, lazy staffs!

The manager or leading person in Manila is a big problem causing airasia reputation worse!

Please look into this!

To,
The Air Asia,
C.C.:Managing Director Air Asia India,
B.C.C.: Chairman Air Asia
18/03/18(Thursday) 3.03 a.m.
Dear Sir/Madam,
I have booked Air tickets for three passengers for flying from Kolkata to Johor Bahru for 26/03/18-Monday and return from Johor Bahru to Kolkata on 01/04/18-Sunday, accordingly I have booked Air Asia on 27/03/18(Tuesday) from Johor Bahru to Bali (via Kuala Lumpur) and another Air Asia booking from Bali to Singapore on 29/03/18(Thursday) evening, today I received an Email from Air Asia my booking from Kolkata to Johor Bahru and Johor Bahru to Kolkata (PNR Number - VNVZHQ)has been cancelled, as they(Air Asia) have stopped this route from 3rd February onwards, but what about my other Connecting Air Asia bookings from Johor Bahru to Bali (Via Kuala Lumpur, PNR Number - JNR9XQ ) and Air Asia Booking from Bali to Singapore (PNR Number -LQBRWX ), all my family tour is now jeopardized, I have filled the E-Form from the link send in my Email, receipt of Email No. Of my E form complaint is [protected], kindly, help me to sort out the problem either by providing me a fresh Booking, Directly Kolkata to Bali(Via Kuala Lumpur) on 26/03/18 (Evening) and Singapore to Kolkata(via Kuala Lumpur) on 01/04/18(Sunday) evening, or else refund the ticket from Johor Bahru to Bali and instead provide us with Kolkata to Kuala Lumpur and return on 26/03/18 and 01/04/2018, or else refund the three pnr amount in full, Kolkata to Johor Bahru(to and fro), Johor Bahru to Bali(Via Kuala Lumpur) and Bali to Singapore all three Bookings, for three passengers 1.Dr.Bodhisatta Ghosh(01/12/77- D.O.B.),
2.Mrs.Sangita Ghosh (20/02/1982-D.O.B),
3.Master Bidith Ghosh(23/01/2009)-D.O.B.),
do the needful at the earliest as I am in great trouble and deeply worried, deeply in agony & mental pressure, my Email - [protected]@ gmail.com
Mob.No. +[protected]/+[protected]
YOURS,
Dr.Bodhisatta Ghosh..
Permanent/Present Address -
93/2/12 Dharmatala Road,
P.O.BelurMath, P.S.Bally,
District - Howrah, PIN Code - 711202,
State - West Bengal, Country - India..

Dear AirAsia,

This is the second complaint i have registered, as the first was not acknowledged. If this is not taken seriously or with due haste i will be taking this to the small claims tribunal. I have been contacting Geeth at [protected]@setmail.lk complaint number BAHCMB18A00003FT, i requested repeatedly to be updated daily regarding my baggage search, however this was not done. There for i have had to contact Geeth repeatedly myself, due to lack of information in his emails stating replies such as "sorry for the delay" and "i will get back to you", he had not answered any of my queries, nor get back to me with any information. I would like you to acknowledge the serious impact of this baggage loss, I work as an artist and was relocating from NZ to AUS after my month travels, everything i own is in that bag. I have now lost all of the supplies for my career and been set back considerably. The cost of the items in this luggage far exceeded $4000 NZD. Secondly i was left travelling predominantly Muslim countries with no clothing including underwear and proper coverage. No compassion was given. No understanding was given. I was left feeling very vulerable without any support from your staff until i had to chase for a response. Due to staff saying my baggage would arrive soon i did not buy any other clothing for 12 days then had to out of necessity of travelling to a country in minus degrees.
It has now been 15 days, after 14 days the luggage is considered missing and i am eligible for the compensation of $20USD per KG. I requested this to Geeth and he has said to give him more time, which is not acceptable or correct.

-Baggage loss 15 days ago
-AirAsia lack of contact and false information via email
-Called airline 16 times with only two answers whom both hung up on me
-Excessive costs to call all these times and had no-one follow up after the
calls, email and first e-form complaint
-Constant visits to the airport to search for answers to find there was not
adamant amount of search being done
-Request to change luggage description as it was incorrect was ignored
-Was told that there was and image sent to me of a similar bag, they were
waiting my confirmation to send me my luggage, which was clearly
false as there was no image sent
-Belittled, laughed at and denied contact to AirAsia by CMB airport staff,
while i acknowledge CMB airport staff are not part of AirAsia they were
acting in liaison

I would like this email to be acknowledged within 24 hours, if it is not i will consider this still not within your priorities and will action taking this further outside of Air Asia. It is severely regrettable that due to lack of compassion and professionalism by Air Asia i must consider this action.

Please note attached documents.

Sincerely,
Katie McKirdy.

Date of incident was on 7th january 2018

Rgn (yangon) - kul (kula lumpur) - cok (kochi) on 16th december 2017, no issues to fly [not a fly through ticket]

Trz (trichirapalli) - kul (kula lumpur) - rgn (yangon) on 7th january 2018, entry denied by the airasia staff. [not a fly through ticket]

I was completely down due to the denial of issuing a boarding pass. I spent money on my travel and sleepless nights to board the flight on time. all my documents were clear and the I had traveled from yangon to kochi with the same kind of travel tickets rgn-kul, kul-cok on 16th december

At the trichirapalli airport, the staff of airasia humiliated badly by denying me to issue boarding pass and told me that, the immigration officers will not allow and the manager of don't want to risk for his job. but later when I asked the immigration officers, they confirmed that there was no issue from their end and it was completely from airlines end only.

I am a frequent flyer from yangon to other countries for visa-run from my school. I am working under business visa here in mandalay. I booked a ticket to mandalay from yangon, that too I could not use it. I was going through severe health issues for the last few days as I had to stay outside of the airport for hours in the cold night. I was not prepared for that.

Due to the denial of entry I had to lose my salary for the holidays since the first day was not counted. I need the airline authorities to look into the matter seriously and why my entry was denied while I could travel by the same kind of ticket on 16th december 2017.

The staff of airasia said, I need to have a fly through ticket to rgn, but I confirmed from the airasia staff in the transit section of kul airport that whether I need a visa when I do not have check-in baggage. she confirmed that not at all required a visa. I could just transit and fly to the next flight as per the schedule.

I was not in a position to raise my voice with the staff as I have seen a couple of videos were in favor of the airline staff by the securities stationed in the airport/aircraft. hence, I did not raise my voice there, but I waited there for more than five hours for justice. but went in vain. the airasia staff made me to exit from the passenger lounge through the departure gate by mentioning in security log-book that my entry was denied due to "invalid visa".

I am totally upset due to this incident.

Ticket details:
Pnr: akwrgg, ehyzfc... dec.16, 2017 rgn-kul, kul-cok
Pnr: diwkfp, siyw9s... jan.7, 2018 trz-kul, kul-rgn

I m a frequent flier of air asia.. I was mistreated by the air asia staff saurav at bangaluru airport who sits at the sales counter.. I had my boarding pass as I had web check in... I was travelling from bangaluru to bhubaneshwar... I was tired since I was travelling from last 20 hours and I asked on the counter that I have to check in for my baggage and I was rudely replied to sit at a corner and kill the time... I asked when will be the counter open and they said at 330 am and this happened on 2:20 am on 16 th jan 2018... this kind of behavior is not accepted from multi national airline

15/01/2018

I am already booked a 2 way ticket on 12/11/2017
booking No - UMGEUZ but return travelling time I cant travel domestic flight JHB-KUL. I am coming for international check in KUL air asia staffs in klia 2 not allowed to travelling to this ticket because of not travelling from JHB-KUL flight after I take a new ticket for same flight same day for travelling. booking No-PSR5PH I lose 433 RM again who is responsible for this. This is very bad service from your side. please give a replay

Last night was on a delayed Airasia flight from Da Nang Back to Kuala Lumpur. Flight No. AK 641 Departed 4.15pm, 13th January 2018.

The flight "safety briefing" was conducted slightly different from the normal way and was impressed by the chief steward.

However the nice and calm journey was marred by an "uncalled for" incident where the chief steward himself scolded a lady passenger in front of other passengers. It was quite an awkward situation for the lady and the other passengers as well.

The supposedly an intelligent steward should have just advise the lady passenger quietly first (but decided to open his mouth when the lady passenger was waiting for the food cart being pushed by the chief steward to pass).

There is nothing wrong to be nice and mannered man especially in the service industries. No everyone knew the "in-flight" rules and regulation.

Further observation on the chief steward confirmed that he is just an arrogant guy and pray that he could continue flying for the rest of his life.

Pretty sure that the lady passenger will curse him and his family for rest of his life due to this incident.

Just an observation from
Seat 14A
Flight
Chai Chee Leong

COMPLAINT! Pls reply promptly..

Hi good evening!
I was a passenger yesterday june 12, 2018 of flight number z2-321 from tacloban to manila, I had an 18-kilo suitcase filled with clothes and personal items, and a 4-kilo flat screen, tv monitor enclosed in its original box, both were checked. I even paid for an excess baggage of 2kilos since my ticket only allowed upto 20kilos of baggage. I was asked by the on ground personnel upon weigh-in if what was inside the box and I said that it was obviously a tv monitor as the box suggests with styrofoams and soft wrap to protect it. Then, the crew tagged it as a fragile package.

Upon arrival at the airport, I did not noticed anything wrong with the monitor's box so I assumed that there was no damage whatsoever, only until I opened it earlier this day and turned the tv on that the lcd monitor was damaged, as if a luggage or a heavy thing had fallen right at the middle of the screen. Attached below are pictures as proof of my complaint. I hope you take action on this as soon as possible.

You can reachme through my email address: [protected]@gmail.com

Hii this is Chunduri Amrutha Pranavi I booked my flight from cheapflight through kiwi.com from Hyderabad to Davao on 21jan 2018 while booking my flight the app showed me as it is a connecting flight but now my boarding is with different PNR numbers and when I called to the airasia coustmer service they informed that I need a Malaysia visa but I don't have it now and there is no time to get the visa now I booked the flight thinking that it is the connecting one but now it's not now I need help from you I want my money back are atleast I need a flight that is a connecting one and not only me even my friends have the same issues plz sz solve the problem. If the is like this next time when we book a flight how can we believe to book through this app are airlines.