AirAsia
Reviews and Complaints

Bad customer experience! I am holding premium flex ticket pnr QNRHKQ from Sydney to Hyderabad via kualalampur. This ticket has complimentary access to airasia lounge at kualalampur but am denied access by incompetent and adamant staff at the lounge. Why do I have to run around from lounge to airasia counters to explain and convince them that I have premium flex ticket and have access. https://www.airasia.com/my/en/premium-flex.page

Very incompetent staff (Ms Naurafith, may be I misspelt?). Showed the above link, my boarding passes and online ticket showing premium flex. Kept denying it's a hot seat not premium flex. Please hire people who can read and more importantly who can understand how to serve customers.
Travel date is 10 jan 2018. Had to wait from 6.45 pm to 7.45pm at the lounge reception after 8 hour flight. Bad use of my time. Feeling exhausted, cheated and insulted. Why do I have to pay more for this kind of experience. I demand apology and appropriate compensation for unfair treatment.

Hi,
I have contacted you before about problems with my husband's BIG Shot ID: [protected]. If I book with my ID: [protected] then I am unable to add his ID during the booking process, it always say that the details I give don't match the ID. This week I tried to log in with his ID and then add mine at the booking process but had the same problem with my ID. This suggests it's a problem with your system, this has only happened since you update your website. I emailed about this in November but nobody gets back to me, it's very frustrating. I had one response which did not answer my question at all and when I replied I didn't hear back again.
Today I contacted Live Chat and was trying to resolve the issue and have the below flights added, your agent was unable to resolve and cut me off! He told me it was because the booking name and Big Shot ID name were different but this isn't the issue as this would not explain the same problem with my account. I tried to explain this and he cut me off. I had waited 30 minutes to be number 1 in the queue and then he cut me off. This is completely unacceptable so I want to complain about this.
I use you a lot and every time I have to use Live Chat to get my husband's points added. As well as the complaint I need to be put in contact with someone that can resolve this technical issue. Can you please put me in touch with technical support or escalate this issue to someone who can help?

Good responsibility for the Airasia guard that standing infront of the boarding gate, but racial discrimination. Weighing is the symbol for Airasia, but the guard keep checking the Chinese people but others he just ignore and let them in. So this is the service or management for Airasia? I suggest tourists have to go for boarding first then only go for check in, so that Airasia won't charges us too much. Cause after check in all the price will be higher than our flight tickets.

I had booked flight with Air Asia Delhi-Pune(PNR-GWYT4N) for 01-Jan-2018. Scheduled departure was 22:40 PM 01-Jan-2018. Departure time was revised to 02:35 AM 02-Jan-2018. While boarding(1:15 AM), The flight(I5-735) was cancelled. Reason mentioned was bad weather at Delhi airport. Whereas all flights from other airlines as well as Air Asia were arriving and departing from Delhi.

No option for rescheduling/accommodation was provided. Forcefully I had to book new flight(Indigo-6E-769) PNR-VKGBKE that cost me Rs 14929/-

I contacted the Air Asia nodal officer(case reference: [protected]) on 02-Jan-2018. No response from them till date.

Per DGCA norms on cancellation(CAR, Section 3, Series M, Part IV), I am expecting following:

- Full refund for my cancelled Air Asia flight(I5-735)[Rs. 5361/-]
- Compensation for my Indigo flight(6E-769)[Rs. 14929/-]

Please help!

Air Asia is the worst Airline ever. Their service is really poor. Even on the 9-hour flight, you need to pay for the water! This should be illegal - water is a basic need. When I wanted to purchase some food - the flight attendant told me that they do not have any food left (please mind that it was a 9-hour flight). Out of 6 toilets, 2 were completely broken and another 2 were unusable! And the overhead lockers were constantly open during the flight - a serious safety hazard. The temperature on board was so low that I nearly froze - of course, you can purchase = rent, a blanket if you are feeling cold. In addition, flights were always delayed and there was a chaos on board - the staff was completely not in the control. Thank God, there was no emergency on board! Never again! Terrible and disgusting experience! This airline should not be allowed to operate

Sub: refund subect to double booking

Dear I was in thailand, it's a great coutry. Had to fly to chiang mai,
So I used your air asia app to book a flight all went well and my credit card was charged, and I did't get a respond to my booking number, "aqhr5u"
So the next dat went to 7 eleven to book a flight booking number "mw2dyt"
As you see the there is a double booking under the same name
I checked in under the booking that was by 7 eleven "mw2dyt"
I request please kindly credit my credit card for the booking, "aqhr5u"
Thanks for your kind understanding
You're faithful
Mr moses reuben
Member [protected]
[protected]@gmail.com
From the day of travel I am trying for a refund they want to refund on the flight I flew and not I the flight by the airasia app
I want compensation for the delay $100000.00
Thanks

* never flying airasia again *

I fly 3 times per month and have used airasia a lot. Two years ago, they were great. But now, their service and few structures are aweful! For my flight today out of tokyo, online/app check-in didn't work, the gate was a nightmare, the attendant was rude and they charged my 15, 000 yen (usd $150) to check a 17 kg bag. That's almost half the price of the ticket... Insane! I booked this flight months ago, my girlfriend and I didn't even get to sit together on the 6 hour flight, the computer placed us on different rows.

* never flying airasia again *

I originally booked a flight from Darwin to Bali for late 2017 but due to volcano activity I cancelled my booking in fear that I would be stuck in Bali due to ash clouds and was giving credit on my account. I later rebooked a flight for February 2nd 2018 and later in December 2017 received and email informing me that AirAsia will not be flying to and from Darwin to Bali. I would like for the credit in my account to be returned in my credit card for my intent for the money was to book a trip to Bali.

Tried many times to submit eform for refund of cancelled flights:
Darwin to denpasar qz 541 on 11 may 2018 and
Denpasar to darwin qz 540 on 21 may 2018
Names: mr george stanly lewkowicz and dr margaret ellen allen
Booking number xiwmxv
Paid by visa card peoples credit union to the amount of 613.28 aud
My email is : [protected]@yahoo.com com
I live in adelaide, australia

Response to attempt to submit on your website is unable to submit try again.
As stated I have tried many times via google.
My wife has tried on her apple computer but with same lack of result.

I phoned airasia's sydney number and talked to yuva but she could not help.
She also wanted to gain access to my computer which my technical advisers say is unacceptable. She also mentioned something about using google and deleting cookies
My wife sent a message re this matter via twitter but airasia couldn't help via this medium - case no. [protected]

Would appreciate attendance to this as my next recourse of action will be to go to the australian accc and make statements via social media re lack of action.

Looking forward to your help.

George lewkowicz

Due to volcano eruption, my flight to bali was cancelled and I had requested for full refund. It's over a month now, and I haven't recd refund from airlines.

As per airlines, they have refunded my money, but my bank is yet to receive the funds. I enquired airasia to provide the relevant transaction details for refund, which they are not providing.

Date of incident - 24th dec 2017
Flight from bangkok (don mueng airport) to klia2
Flight number - fd313
Name of passenger - kong/justin tek ming
Contact number - [protected]

Upon arrival at klia2 terminal, as we (group of 9 person) were waiting for our luggagges at booth 7 of klia2, we took all our bags except another one (kind of cream colour trolley bag) that we couldn't recognized. the particular bag was in the compartment roller turning for few rounds... is only that we dare not take because it was wrapped with a clear wrapper.

After waited for around 30 minutes, we decided to have a look at the bag and we found out that it was indeed one of our bags. but, sad and disappointed to say, the bag was damaged. the zipper and the handle was broken and damaged. the bag was wrapped in a clear wrapper.

Immediately after that, we took the damaged bag to the air asia baggage reporting centre at klia2, to make an official complaint. no reason was given on how the damaged happened and, only that the staff there told us to open the damaged bag and to check if any belongings were missing or damaged. she also taken our report.in front of the staff, we checked, and nothing was missing but the bag was a total loss! very very disappointed with air asia, on the baggage handle part.

Another bag (blue in colour), there was also damage at the handle part as well as some part of the bags also having damages in the form of broken. we just don't understand how all these can happen. both the bags cannot be used anymore. is a total loss and I want air asia to bear all the cost of the damages!

I will attached all supporting photos and documents for your kind reference and will await on your urgent reply on the matter.

Please let me know asap.

I had booked a return flight from Singapore to Bali . Due to Volcanic eruption, I applied for refund after reading message on your website that 100% refund will be credited in my account. I confirmed the same from Customercare. Booking number NJCDQP. Cancellation reference number ref:_00D7F2WjH._5007F8Z37O:ref.
After 1 day I decided to go to Langkawi and called customercare to move my booking to langkawi but got the response that since I already applied for the refund I can't do so and have to book separately and I will get my refund. I booked a new return flight to Langkawi. Booking reference # NRZ92H.
Now I received mail that I can either move my flight or get credit which can be used within 90 days.
I won't be able to use it within 90 days as I booked for two families coming from India.
I feel that I am cheated and would like to register my complain and request the concerned team to look into this issue urgently.

I went to check in at Air Asia counter with two friends on Sun 17/12/2017 around 5 pm and I was refused boarding due to discrepancy of my passport no AA3899439 to India e-visa (ETA) granted AA2899439 due to typing error on online application form. After explanation to staff and the long waiting then was told I was not permitted to board that flight to Chennai. I accept with great disappointment that I wasn't able to join my friends on the trip. The lady in Charge at Counter 2C told me the ticket will be held for 14 days and wrote me the flights schedule for the next few days and I will be put on the priority list when I return the next day.

I emailed the Visa Authority who granted e-visa in India and informed them of the trouble. I received a response email from them and told me to show it to the airline with the assurance that I will be allowed to enter India.

I went to Donmuang Airport the following night 28/12/2017 around 3.30 pm, I was met with s staff called Wi Wi and explained what had happened and handed the documents from Visa Authority. To my astonishment and surprised in her attitude, wording, and expression, she acted as she didn't believe the source of the email and told me no official stamp on the email so I told her she's insulting Visa Authority I didn't think she understood what electronic mail is? I asked her to look at an email address [protected]@gov.in should be adequate. I told her to talk to Visa officer in India to clarify the problem but she refused. She disappeared and came back after a long wait and when she returned and insisted on refusal me on board. So I asked if I could talk to that immigration person she said she talked to in Chennai what she admitted later it wasn't immigration she talked to but it was a staff in Chennai.

Despite my effort to get the supporting documents from the Visa Authority in India to enable me to rejoin my friends in Pondicherry/Auroville. I was refused second time to board the aircraft bound for Chennai. I decided I had enough with Air Asia.

I was disappointed, humiliated and very stressed with the trauma I suffered with Air Asia staff for the past two days trying to broad the aircraft as booked. On Tuesday 19 Dec, I contacted Air Asia office by phone and explained what had happened and what will happen to my unused plane ticket. The answer I heard was the ticket could not be re route or no refund and all I can get is 750 baht Airport tax. I was also charged for the accommodation which was already booked in India and could not be canceled due to short notice and all of these because I was refused to go to India by AIR ASIA STAFF'S DECISION.

This is the most unreasonable, most outrageous, most unfair treatment to me and to the customers who have been through the similar case.

I'm asking Air Asia for investigation into my case thoroughly and very looking forward to hearing the outcome.

Best regards,
Supeeporn Watcharathai

Your pathetic customer service. No chat support, email support and phine support in philippines. Tried ringing your useless hotline # it will ring once then hungs up. I will never ever use your service again!
You tell me whats is the status of my [censor] flight! Heres the details that you may be needing for my complaint

Michelle Juanites
FFV6NL

Contact me now!

My Name - Syed Sadiqulla Nadeem
Flight details - I51130
Flight Date - 11/Dec/2017
Origin-Destination - Cochin - Bangalore
Booking #: BRPQHE
Tag #: BLR046337
KG(s) - 23
Brand - VIP
Color - Black
Type - 22-Upright Design Soft Material

Complaint - My Trolley Bag was absolutely functional while check-in and before boarding the flight.
However, when the luggage was received at BLR, the trolley bag was damaged, my stroller/baggage handle was jammed.

When the same was complained to the AirAsia Staff at BIAL/KIAL, Ruman Sajjad denied any damage and I was sent back after 2 hours of conversation, with the PIL.

Flight was delayed almost 1 hour with no notice, which caused me to miss my connecting flight. Staff did not seem to care about this matter and nobody would help me. Also, 7kg for a carry on weight is absolutely insane! I travel with the same pack every flight and have never once had to check my bag. This only added to my wait after landing, when it was already delayed! What's absurd, is that I flew this airline 5 days prior with the same exact pack and didn't have to check it! It's a way for your [censor] company to just make extra money. If you don't refund my money for this terrible experience, I will honestly never fly this airline again. Worst airline ever! With the absolute rudest staff too!
I'll make sure all of my travel friends know of this awful experience and will recommend every other airline except airasia!

I want a refund!

my original flight from KUL to PEN was book online by me as below details:
Air Asia : AK-6136 ( 1 Adult + 1 Kid)
Date: Sunday, 10 Dec 2017
Time: 20:10hrs (8:10pm) KUL (KLIA2) - Depart
Time: 21:15hrs (9:15pm) PEN - Arrive
Booking Code: EKKNQJ

I arrived at KLIA2 and was in the queue at 5.50pm. There was only two counters operating at that time and there was along queue waiting. when came my turn ( at about 6.20pm ), I was told that I had missed my check-in time and the boarding gate is already closed.
I was shocked, as my flight was only at 20:10pm but why I can't aboard.
The attendant told me that my flight was changed to an earlier time which I was not aware off. I was totally caught unaware of this change as no notification was sent to me to update me of this change prior to my departure. It was a long tiring day and we were hoping to reach home timely after a long exhausting day with my kid. It was so disappointing to me that there was a change without notifying me timely. Though the flight details were correct and my contact number was my hp number, the e-mail was totally not me.
The attendant told me that there was a mail sent to an alien e-mail address which is '[protected]@gmail.com', about the change. This e-mail in not my email address. My email is '[protected]@yahoo.com'.
I immediately tried to send a mail to this e-mail address but it was invalid. How can Air Asia send a mail to an alien e-mail address and claim that customer is already informed.
There was a name given to me which is "NISA" /Penang, who had attempted the change. But why was there no notification to me to inform me of the changes made.
All I know and all I had was my booking of Flight AK-6136 @ 20:10pm from KUL to PEN.
I pleaded to the attendant, to allow me to get on the scheduled flight as there was enough time though (6.50pm), but she told me that the gate is already closed. She directed me to customer service to ask for help.
I rushed to Customer Service and again there was a long delayed queue, with just two counters. Again I had to wait for my turn and it took me more than 30 minutes before it was my turn.
I explained my situation to the attendant and asked her if I can still get on to the 20:10pm flight which I had booked, and showed her all my documents. But unfortunately she told me that its too late and there is nothing I can do but to reschedule my flight to the 21:00 (9:00pm) and I had to make a payment of RM295/- at the Service Counter.
Though I was very angry, frustrated and disappointed with Air Asia, I still had to pay the RM295/-, as I just wanted to go back home and moreover my kid was already very tired, restless and hungry.
Being a single mum with 3 kids, I still can't overcome my disappointment and frustration over Air Asia, for doing such a thing to me. I really feel that its cheating customer and robbing customer of their money.
Is this how Air Asia is earning and making profit out of innocent customer's hard earned money.
I once had believed that Air Asia was one of the best that can make everyone fly, but I now realize that its all not true. If I am a rich person I might not feel this painful, but I am not. The extra money that I had to pay was my hard earned money which I needed for my family but was forced pay Air Asia.
I am now so afraid to fly by Air Asia as I have experienced bad experience.
I would really appreciate if the person looking into my case/complaint will look into my matter asap and consider my appeal for a re-fund of my RM295/-.
Please contact me if you need more details.

Cecilia Anthony
hp#: [protected]

I contacted customer service Air Asia to add a ticket to my one way itinerary from Jakarta to Singapore for my 4 year old son. I had booked this ticket through Expedia but was required to call the airline to add a ticket for a child his age. After choosing the English option I spoke to a man who could not speak English. I had to repeat everything 3 times and speak slower and slower each time. I asked for someone else who may speak English and he said there was no one. After finding out I would be charged more for my 4-year old son's ticket than my ticket AND that I would have to pay extra for him to sit next to me, I was upset but agreed. After getting a seat selection I was told I would have to purchase the ticket and then hang up and call back to pay for the seat selection. At that point I asked for his supervisor and he said there isn't one. I asked if he were the only person there and that I wanted to speak to a manager and he purposely HUNG UP ON ME. Poor service and horrible not user-friendly policies. This was Sunday, December 10 2017 around 7:45-8:10 p.m. Sumatra Indonesian time. Booking HHTL7S .

Last Friday the 1 December we checked our luggage into the Denpasar airport at 4.30am as we were schedu;led to leave for Perth at 7.05AM. Our flight was delayed many times which was totally understandable we ended leaving at 12pm. My complaint is that my luggage has been opened and several pieces of my jewelry including my engagement ring and wedding band along with several other MIOMCO pieces and my FITBIT with charger.
My bag was unlocked as it always is when I travel to Bali at least 2 times a year. As you could understand I am terribly distressed and would like whoever the person was that stole it to be taken off your staff. I would hate for this to happen to another customer flying with Air Asia.
I am not insured and would like you to follow up on this complaint with the POLICE. My flight was QZ 534 PER [protected].
I emailed Air Asia on Saturday 2 Dec have not received a reply.
THanking you
Sue Sheridan-Brown

Flight: D7
Date: 7 Dec 2017
From: Incheon (depart - 3.55pm)
Destination: KLIA2

Details : One of the air stewardesses was particularly rude and patronising. I couldn't catch her name but she is a Malay, with straight hair (shoulder length), darker and shorter than the other female crews. The way she talked to the passenger was completely nasty, arrogant and without any respect to the person she was addressing. I have never seen such behavior by an AirAsia crew before this and it certainly tarnished the image of AirAsia as a friendly service provider. Please make sure you retrain this person or get rid of her before this kind of behaviour is emulated by other cabin crews. Tq