AirAsia
Reviews and Complaints

Date : 7 November 2017
Time : Between 3.00 p.m. - 4.00 p.m.
Location : Penang Airport (Airasia Self Check-in Kiosk) - Please check your CCTV

The ground Airasia staff (Indian lady) is very rude.
The Self Check-in Kiosk is not working/faulty and could not print.
I asked her nicely to look into it with low tone and she answered by yelling as if to let everybody hear her "Can't you see I have only two (2) hands?" then she ignored me and pretending to be busy serving customer at the lane of kiosk that is not even faulty! What an attitude!

Is that the right way to service your customers? I feel humiliated. You can imagine how unhappy I was, when I saw this behavior. After this behavior, I was in shock for couple of minutes. I am very disappointed with your airline. Please send your staff for anger management and the right way to answer/explain to customer!

I was flying with Airasia on 4th Dec 2017 (AK513) from Hanoi to Kuala Lumpur. My seat number was 11C and the entire row 11 are not able to bent their seat due to the emergency door at the back of the seat.

Thus, I decided to move to the empty seat at row 12, where the row was totally empty. Before I made my move, there was also a caucasian being offered to shift his seat to row 12 due to his larger body size.

Not long after I shifted my seat, your cabin crew came to approach and inform me that I need to go back to my original seat because row 12 is HOT SEAT where I need to pay for it. However, your cabin crew did not ask the same to the caucasian who also shifted his seat to hot seat for his comfort.

I wonder why there is double standard imposed over caucasian and asian? I truly felt unfairly treated. Did I pay lesser so that I got a seat where it can't bent and i had to sit at 90° throughout the whole flight?

I really hope Airasia will look seriously into this matter and I definately would think twice before I fly again with Airasia.

Sincerely
CS. Phua

Very dissapointes to see the advertisement in Bangalore times on 4th December 2017 was false as I searched for Bangalore to Srinagar flight at 2000 as given in newspaper and below for a person but there is no such thing at all and when contacted call centre they told we are suppose to search but I couldn't find it please take care of it and the offer was just posted today in newspaper and the promo offer ends on 10th December 2017

I have waisted my whole morning to sort out this problem on the phone. I was send from one representative to another. It's not my fault there is an eruption.

I made a booking to fly to Bali. I tried to get a refund or credit but was told it is a low cost flight. The AirAsia Indonesia line was unstable, staff there wasn't helpful at all. I need to make a new booking but need the credit.

Im writing this with great disappointment when my wife traveling to Delhi on 1st Dec., 2017(D7 182)with a 6 months kid. While booking my tickets, I have requested for wheelchair and when I reached to counter they asked me to produce the medical letter that says your wife is medically unfit & letter should be 1 month old. At that juncture we had letter issued by orthopedic one year ago for slip disc. But concern person asks us to produce a latest document. At that we didnt have enough time to produce letter and avail this facility.
But my basic concern is, is there any special support airaisa can provide(like other airlines do) in case if a mother traveling alone with small kid & boarding a flight from KLIA-2 where boarding gates almost 2 KM away from check-in counter.
She is flying back to KL on 20th Dec., but this time if airasia doesnt provide any special assistance then I will make a booking in other airlines & offcourse quit airasia forever. I hope, you will take this up & think of my proposal.

Worst experience I have ever had traveling. And I have been on almost 500 flights in my life. My flights to indonesia were cancelled, which I have no problem with as there was a volcano eruption. The problem I have os that a full refund was bot offered, it was just and airline credit that had to be used within 90 days. That is not fair in my opioin. Secondly the credits took 48 hours to areive into my bigmember account. Which meant I had to wait two more days to rebook my flights, and this delay caused a $300 price increase. So I ended up just paying for separate tickets because I only had a certain amount of holiday booked, so I need to go immediately.
And now we move to my new flight booking, Booking Reference EQ8CPK. First leg of the journey was delayed almost 14 hours, with absolutley no compensation other than to rebook the flights the next day at no cost. This was not enough, my hotel bookings were left invalid in my destination country, and I ended up having to get three taxis instead of one to Perth airport, making my loss for these delays near $500 AUD.
Finally I managed to get on the plane, and into Kuala Lumpar, and this leg was delayed over an hour so far, I am writing this as I am waiting to board, so my guess is there will be further delays. Again, no compensation or recommance offered, like a free drink or soemthing! Over 15 hours of delays for a 15 hor trip, and I am out of pocket over $800 AUD because of this.
I am wondering if anything is going to be done about this, as at this stage I will certainly never be flying with airsia again, and will go out of my way to scoial network these terrible experiences and terrible service by air asia. I understand there are delays, but wvery other airline I have travelled with has offered some sort of compensation to apologise. Air Asia just says, sorry, [censor] off.
Joshua Mackay

Good day,

Kul FLT No:AK 6321

This is to complain about a cabin crew staff called sasha they said she is the staff superviser but I think she need to be supervised.. before the takeoff she passed by the passengers to ensure about switching off the mobiles without any good attitude.. then when she passed the second time she found that still am holding the mobile and she strats speaking in loud voice with a very very bad attitude like she's going to beat me and I said that she have to respect the passengers no matter what! Even if this the note number 10! This is lack of proffisionalty lack of respect.. I need an official apologiz for this otherwise this will be spoken worldwide in social media which the most powreful nowadays.. am a pasengar and am a costumer and I've paid for this to result in facing such staff this is not acceptable.. she needs training courses to behave and speak respectly.
Dalia al asi
[protected]@gmail.com

I booked flights from Gold Coast to Auckland and did not require checked in baggage so I had a small suitcase with me weighing 7.7kg. From Gold Coast to Auckland I was told this would be fine and that I could continue travelling without checking in my luggage. On my returning flight however, I was told that I would have to pay $70 to check in my bag as it is .7kg overweight. After explaining that this had been allowed by Air Asia staff in Australia I was still forced to either pay the amount and check in my luggage or I was rudely told the other option would be to throw out some of my items.

If I have been told on one leg of my flight that 700 grams of extra weight would be fine, I should not have been forced to pay $70 to return my belongings to my country.

Please get in contact with me via email [protected]@gmail.com or via mobile [protected].

I would like to make a formal request to have my $70 refunded to me as this is an outrageous and quite frankly rude way to treat a customer. I think the way I was spoken to when told I could "throw out some of my items" was appalling and no customer should be talked to this way.

I had a flight booked to Denpasar from Bali. Because of Mount Agung erupting, I chose the option to ger the paid amount as a credit. First this credit took 48 hours to be awarded to my account so I paid for a flight to Siem Reap myself. Now that I gave tried 5 times to book a flight back from Siem Reap to Bangkok, the option to pay using my credit, does not exist. Because I need to book a flight urgently, I will now pay for this flight as well. The only help I got from Airasia callcentres was: use another browser and we cannot book tickets through hotline. So, I expect A FULL refund for both my flights from Bangkok to Siem Reap and back. This is the worst customer service I have ever experienced and I've been flying for 27 years

customer ID [protected].

This is my first time self check in baggage in changi airport terminal 4 so I have no idea how to do it. There are few staffs over there but nobody take the initiative to help. They were talking over there. I went to ask for help from one of the staff and she just answered what I asked and never offer any help. I went to her second time to ask another question and again she just answered my question only. I keep looking at them and one of the staff noticed and only she came and helped.

I have booked my flight for 21st November 2017 from Kolkata to Jaipur which was delayed so i need to cancel the flight and I claimed for full amount of refund I.e. rs 4499 and a case was been filed but no response has been made to me yet the booking was done from make my trip it's more than 20 days of complaint I request you to take action as soon as possible ..

Good evening,

I would like to report to you regarding a very bad behavior from one of Airasia ground employees at Kuala Lumpur International airport - KLIA 2. The name is Ms. Safriza, registration number on her badge: [protected] GTR. My flight to Bali got canceled because of the volcano eruption, which is absolutely understandable. However, Ms Safriza who works for Airasia offered no solutions, after waiting for one hour in the line only to get a chance to speak to someone. On top of it her behavior towards me as a customer was unacceptable. She told me "you want to fly? You must pay 800 MYR!" I could not believe her way of dealing with things. I asked to speak to a supervisor or manager and she said that she is the boss there. Eventually seeing that she will just say "Go online and book a flight online. Go online and do a complaint, I cannot help you!" I decided to go to another Airasia office - U16 and they happily helped with all my issues and answered my questions. I saw a lot of customers leaving the desk of Ms. Safriza being very angry at her attitude and she would not put the smallest effort into answering questions or supporting anyone. Quite the opposite - her answers were always rude, superior and then she would smile and pretend she doesn't hear anything. Moreover she started being sarcastic when I asked her to kindly book a flight for me to Jakarta and said that I should do it online and connect to internet, when booking tickets is actually her job (it's a ticketing counter). Luckily other Airasia employees were very polite and helped me. Then I tried to help other customers waiting in the line to go to desk U16 (to her colleagues) and actually be treated with respect.

I think Airasia should be aware of these issues and this employees's behavior. She requires some serious training to do more than to be sarcastic to customers, reply in a superior way and then smile.

I am a frequent member of Airasia and fly with your airline every week. Fortunately this was the first time I came across such disrespectful attitude.

Kindly register my complaint and I hope that you will take measures to solve this in the best possible way.

Waiting for your feedback.

Thank you.

Kind Regards

Hi, I am Air Asia passenger for AK6132 on 27 Nov 2017, flight at 8.05pm, seat A9. I am writing to you for complaining one of your staff namely Jay Pee.
At first, I had put my personal belonging on the floor once I get in my seat. There are empty seats beside me which 9B & 9C.
And this guy, came without asking my permission, while I was reading a book, he just simply take my bag which inside actually is my new LV bag with its paper bag, he just simply take and try to stuck under the seat in front of mine although I had put the bag on floor. His action had made my LV paper bag became crumple.

is the photo i took before i come down from your flight. And i even spoke to him Jay Pee, regarding this, but he seems like he is not wrong. He claims that he had made announment before the flight fly. And he even point his name tag to me, as if asking to make a complain about him.

I felt very dissapointed with the services from your cabin crew, and i felt sad too because it's a present for my love ones.But your staff had spoil it.

I' ve been trying to get in touch with Air Asia for over a month now. And all I get are auto replies, long ques, interrupted phone calls, faults and errors.
I had to cancel my flights due to the sudden passing of my father in law. Send al the nessesary documents and still nothing. Up to know I had good experiences with Air Asia. Until know. Shame on you guys.

Michel de Vos

I was travel from Bangkok to Yangon, Myanmar today (November 26, 2017) with the Thai Air Asia flight number FD 253. as per the schedule, the flight itinerary was 16.50 and arrived at 17.50. I checked in ahead of time approximately 2.5hrs at 14.10, and I have one luggage checked and loaded. As soon as I have seen my luggage go through the conveyor belt to the ramp for the airline collector. I then walked through and go into the immigration for further process of boarding. At 16.45 the flight is boarding and it landed at 18.10. And at 18.50 I walked to grasp my luggage and I could not find my luggage. I handed over my luggage tag to the airport staffs for acknowledgement and I have been informed that m luggage was not aboard with me, it was found missing to loaded into the aircraft. The airline representative Mr. Wai Myo OO the Air Asia ID# 3864 informed me that he just take responsibility for the lost and found only, and stated that my luggage was missing loaded for the same flight, it will be delivered to the next flight which it plans to arrive at 21.10 on the same day. He has also stated that If I desired to make compliant I could go to the counter of Air Asia. I then got the lost report with my passport ID and luggage tag and went to Air Asia counter to make a complaint. Once I arrived the counter, i saw him sit there, and I asking for responsible person of the complaint, he called a staff named Mr. Saw Ghat Nay Hotou, the ID # 9183, immediately informed me that the mistake was taking by Air Asia Bangkok team for overlooked all passenger's luggage to be loaded on board, and once they realised that my luggage was missing and not on the aircraft, the flight already took off, his responded to me was unacceptable, he acted sarcastic for the mistake and did not apology in the first place. I have to inform him to do so (How could that be?)
1. Is it possible that I checked in ahead of the flight timing for 2 hours, and the luggage was missing to load into the aircrafts?

2. I have seen with my own eyes that the language was going through the conveyor how it was not loaded in the aircraft?

3. The airline was not taking responsibility for mistake accpetance, and did not express the service mind with the profressionism of the airline staff to the customer, additional the Thai Air Asia at Yongon airport staffs was unhelpful.

4. Mr. Wai Myo OO (ID# 3864) was impolite and point the finger at me, which it is unaccpetable and very impolite and using abusive language with me.

5. Mr. Wai Myo OO (ID# 3864) threaten to me for calling the police when i will taking the photo of himself and his crew, and claimed that the airport is not allowed to take photo, i asked him to see the rule and regulation and he refused to give such claimed laws.

6. He handed over only the report number but avoiding to disclose what is the content of the report inside (My report number BAHRGN17A00239), how it is possible.

7. The Air Asia staff are unprofessional, impolite, are not service mind ( do not understand how he passes the probation period!)

8. Air Asia did not take the responsibility but asking the passenger to wait for her own luggage which was airline mistakes.

I will submit this to the top management of air Asia if there was not any respond within 15 days.

25/11/2017, AK5122, 1855 flight from Kuala Lumpur to Kota Kinabalu . Boarding time is 1815 and now ard 2030 I am still waiting ! Why Air Asia flight always delayed, and they should know ppl have so much things need to be done after arrive . Is ard delayed, waiting for two hours and they ask us to change to another boarding gate which is K2 to J6! Is from one wing to another wing come on. While reaching to the new gate, no people there to open the door for people get in to have a seat . Now everyone is standing along the alley with the luggage . New boarding time is 2030 but now ard 2045 we all are still waiting people to open the boarding gate for us to have a seat. No people is there to give a damn to us. We are like abandoned kid sitting along the alley waiting for Air Asia stuff to open the door . Please, be effective . We are always understanding if you guys have provide us a good attitude.

Hey, do you always do the maintenance? My flight AK5414 to Kuching on 6:00am, 25/11/17. We already go in the flight and seat for 45 min, then inform us come out and wait for further instruction. After 30 min, still don't have any update for us! POOR SERVICE！
I received your email notification on 10:54am, 25.11.17! Inform that reschedule to 08:52am. RECEIVED NOTIFICATION ON 10:54AM! WHY NOT YOU INFORM ME ON NEXT DAY SAID THAT MY FLIGHT YESTERDAY RESCHEDULE!

I am a freqet flyer of this Airline. My pnr WPS59N, is traveling from hyderabad to bangalore from flight no.I5 1585. While taking boarding pass I had one small laptop bag and small bag weight 7kg. I asked about can I take these two small bag. He said yes. After that he asked me to upgrade seat by paying extra money. I refused there after started arrogantly said if u take this bag in flight. U will be charged heavy fine. Also while boarding one of the manager said u r not a freqet flyer. It's really shame on this management people. The way behave with people. It can be verified by cctv footage as well. I will certainly avoid and make people know the bad things happen today with me.

One and half month before I have booked 6 tickets, srinagar to Delhi scheduled on 18th December with PNR PR3VPH for my family, but by mistake I have written the name of Adil Rashid which I want to change. Actually there must be name of my mother viz Sakeena banoo 68 year female. I know it's my mistake which I realized today, So I called customer service but they didn't help me. Being your old customer, kindly do needful.

Waiting for your reply.
Javaid

Revise complaint. I was on AK 713 1.20pm out of Malaysia. My ticket is Zone1. Upon checking in told staff I was not well. He told me to sit in front at the boarding gate so I could setup my medical device on my seat 5A. Then he said that I should wait till everyone enters because it's a new policy that handicap passengers gonin last. While other handicap passengers were going in the plane. Then a women questions my handicap asking me where I'm handicap. Then while walking to the plane she videotaped me walking. Then I requested a wheelchair in the plane for Singapore $20. They never ordered it. 45m later after I ordered it wheelchair came. My only understanding of this is that at the transit hotel an anti cimite lady made a racist joke about my cane and told staff I was a Jew. That's why I was treated by your staff in this fashion by lies about air Asia new policy that handicap goes in last. While all other handicap went threw. This is inexceptable . Furthermore in Indonesia they have no understanding of handicap. They let everyone go through all at ones. Being trampled on. Sincerely, Charles Aslan.