AirAsia
Reviews and Complaints

I was on a 17 hour AirAsia flight from Colombo to Melbourne (stopping off at Kuala Lumpur for 5 hours) that left on the 1st October 22.55 and arrived on 2nd October 10.10. The flights were AK46 and D7212.

I left Colombo in the evening, having eaten dinner and drunk water in the airport, but did not purchase any on the plane. After the flight from Colombo to Kuala Lumpur, I attempted to buy water in Kuala Lumpur airport but realised they only sell cups (not bottles), and as I had an 8 hour journey and had not had any water during the journey, I decided to wait until I got on the plane and buy more water than a single cup. However, I was not carrying any cash (of any currency), only a debit card, which I realised may be an issue on the flight so was prepared to either take cash out in the airport or just buy a cup of water. I went to the gate and asked the woman at the gate who worked for AirAsia whether I could buy food and water on card and she said yes that would be fine.

When I boarded the plane I asked for multiple bottles of water (as you only stock very small bottles) and some food, but when I tried to pay with my card I was told you only take 2 specific types of credit card, while I only had a debit card. I explained that the woman on the gate had not told me that only credit card was accepted, but she said there was nothing she could do.

I was very frustrated, because I had been travelling for 9 hours without eating or drinking and knew I had an 8 hour journey ahead of me where I would not be able to eat or drink anything. I was feeling very dehydrated and ill.

2 hours later I decided to go and explain my situation to a different member of staff, and asked if it would be possible to pay on card when we landed, and she also told me that this was not possible and there was nothing she could do. When I said I would be making a complaint, she gave me a small cup of water (to last the remainder of the flight) and told me to please sit down and she would see if there was anything she could do. 1 hour later she came and offered me her crew meal, for which I was grateful, but told her I did not want to accept it as it was not her fault, it was the fault of AirAsia for not informing me the correct information at the gate. She gave me the meal anyway, which was meatballs and as I am vegetarian I could not eat it. By the time I landed I was extremely lightheaded and feeling unwell, and obviously the 8 hour flight was not pleasant at all having eaten nothing for 17 hours and drunk nothing but this small cup of water.

I am horrified that I was made to go through this ordeal, and that the staff were not willing to offer me anything complimentary from AirAsia to make up for their own failings. If AirAsia are going to uphold a strict policy of not allowing anyone to bring their own food or drinks on board, they must ensure that customers are able to purchase food and drinks. I will not be flying with AirAsia again as I believe the customer service policy is unethical, and would only feel the issue was resolved if I am offered a full refund of my flight. If this is not offered then I will be posting this review publicly. I sincerely hope it can be resolved.

My name is Tae Yi. I have a question for the booking#KM1M8G as I tried to book my ticket on the website and tried to pay by the credit card for 3 times. I did changed 3 time computers to pay for my ticket regarding to the website error. But it did not goes thro. Finally, I gotta called customer service to purchase by the phone.

Then after I paid, I have heard the agent said I can carry on for the 7 Keg's. And anything else and I could not hear anything about baggage charge that I got charged in this flight as well.

I would like to get a refund for the Checked baggage 20kg 1464.00 THB for both of us as I do not need it.

Could you please kindness help me for whatever I do not need it.

Please call me at +[protected] or +[protected] or email me at [protected]@gmail.com

I will looking forward to hear from you asap.

Best Regards,

Tae Yi

Hi AirAsia,

I need my flight reinstated. Booking number: DQGLQX - I was given an hour to make this payment as I have selected "Dragon Pay as my payment method". The reservation will remain on Hold until Today October 24, 2017 at 8:36 AM but I have completed the payment before 8AM. The exact time that my bank sent me the confirmation about the payment is 7:51:22 AM and this is the time that the money was taken out from my debit card. I confirmed it with dragon pay and they sent me a confirmation as well that the payment went through. I do not need a refund. I want my flight reinstated. I filed a case about this and I attached a screenshots of all confirmation needed. the deduction on my bank and the dragon pay confirmation. case numbers [protected] and [protected] were closed for some reason and I have checked this case numbers online and you closed it with no resolution. Also, I tried to get in touch with a live chat representative and I asked for a supervisor for immediate action, The Rep responded that there is no supervisor and ended the chat right away and that made me more upset because I need to wait again for another hour just to get another rep. (That was the 2nd rep I contacted with). I got an email response out of the 5 cases I filed but they were asking me again the attachment of the payment confirmation. I did attached it before I made those cases. I took me 8 hours and running to deal with this. I did made the payment before the deadline given which is just 1 hour. Also my concern is Where is my money? what happen next? will you honor the seat I have selected? will you honor the same price? This is the most inconvenient experience I ever had and no one can even give me an answer or at least give me some assurance that this will be fixed. Who else do I need to contact? I have done Live chat online, Filed 5 cases, chatted with Airasia page via facebook and twitter and they still refer me back to customer service and then When I contact customer service they cannot help me? I am getting run around and I am tired.

See attached files for the payment confirmation and reference.

Please forward this to the highest point of contact. Should you need to call me here is my number: +[protected] or +[protected]

Optiontown do not routinely refund money after five days as per the website and their terms and conditions. They hope you won't notice or will give up.

For a flight departing 29 Aug 2017, the refund was finally received on 29 of September (31 days, therefore 26 days later than promised).
For a flight departing 4 October, I am still waiting on 23 October ((19 days, therefore, 15 days outside the website information and their terms and conditions).

Once you have alerted them to their breach of contract and requested a refund, (which is not your responsibility to inform them of in the first place), they will engage you in endless pointless emails telling they are investigating, have contacted the airline, or requesting information you will unlikely have (but which Optiontown can certainly access) for example, booking numbers, or a scanned copy of your boarding pass in PDF format.

I infer:
1) it is hoped you won't notice a refund has not been given with five days.
2) They will present obstructions and delays in the hope you will give up in your efforts to obtain the due refund.

In short, they intend to defraud anyone who does not receive the extra seats/upgrade.

It is sad Air Asia has an association with Optiontown - whom Air Asia refer to as a 'partner'.

I made a booking from Melbourne to Penang recently and did my on line checking in for Melbourne to KL, KL to Penang and return flights from Penang to KL and KL to Melbourne. I had a family emergency in KL so I missed my Penang to KL flight but when I went to KLIA2 directly to board my KL to Melbourne flight, I was informed that my international flight from KL to Melbourne was cancelled because I missed the domestic flight from Penang to KL! I explained that I had to make a trip to KL on my own due to my family emergency but the Service Counter and Customer Service informed me that my international ticket is already cancelled and I have no other option but to purchase a new ticket. They Service Counter inform me that it is AirAsia policy to cancell all other connected flights if we miss any of their flights. My international flight to Melbourne was cancell because I missed the domestic flight in Penang. This is inspite of me being at KLIA2 nearly three hours before the actual departure time of my Melbourne flight from KLIA2. I was given no other assistance but was made to purchase a new ticket from KL to Melbourne for the same flight. Can I get a refund?

Hello my flight no is D7523 on 22nd October at haneda airport japan to Kuala Lumpur...my flight supposed to be 1150pm 22nd October Sunday but is delayed till 2pm on 23rd October due to the thyphoon... I am very disappointed with the staff service for being rude and ignore us.They just left us after the announcement without providing us food or accommodation... There is so many elderly and young kids sleeping on the floor of the waiting area for more than 14hours! I think air Asia should apologize for this super lousy service and compensate us... please follow up this matter or I will post in fb and also hotline in the newspaper... really disappointed

23 OCTOBER 2017 @ 945AM

TO WHOM IT MAY CONCERN

On 23rd october 2017 around 9.45am i went to one of your air asia branches at bukit jambul. That office supposedly to open at 10.00 am but i arrived earlier 15 minutes. while waiting for it i've saw one of your staff standing outside the branch and i decided to ask him regarding my problems. i just want to know about ticketing and HE'S REPLYING ME IN A VERY RUDE WAY!.. he said that he do wanna entertained anyone before 10am. is that good to answer the customers? and that time im not even said any single words yet. I am really cant except it. Is this the way your company trained your customer service? i am really hope this kind of things not gonna happened to others. That guys not really suited with customer service. No smile with sour face. Please do something AIR ASIA if you want your company success. Dont let this kind of problems ruined your reputation. thanks and regard

Dear Airasia,

I've always been your fan until you keep delaying your flight. I'm going for a business trip on 21 Oct 2017, from KL to JKT, at 19:10pm (supposedly but you're delaying it!) and your massive flight delay caused me for not being able to attend my meeting! Please explain what might be your burden in making ALL of your schedules on time.

Dear Mr. Riduan,

Of course passenger on board already. After so many days to handle this issue. I'm asking 2 things here but not receive any effective answer. The respective person should have giving me a call to explained delayed.

Many it generate too much of profit in your organization and don't even care my complaint.

Have a good day.

Thanks,
Rachael

Sent from Yahoo Mail on Android

On Fri, Oct 20, 2017 at 4:58 pm, Auto Generated Response
wrote:
Dear Ho Ru Yan

Thank you for writing to AirAsia.

We apologize for the delayed response.

In response to your email, we apologize for the late reply and inconvenience caused. However, we noticed that the passenger successfully boarded the flight for booking GH1NXV.

Nonetheless staff should not ignore the need to provide excellent customer service to the passengers. Note that we have sent your case the respective team and they have briefed the said staff to make sure such occurrence doesn’t happen again.

Once again we would like to apologize for any inconvenience caused and trust to have your understanding on this matter.

Should you need further assistance, please submit online feedback form. For simple inquiry, please feel free to check our Ask AirAsia or follow us at our twitter account, or approach our LiveChat service available 24 hours.

Best Regards
Riduan
Customer Experience

+please note that I do not accept your crude =no reply =auto generated email as finished business before you have investigated the circumstances.+

Thank you for your email to airasia.

In this opportunity, we would like to sincerely apologize for the inconvenience caused by the delay of your flight with qz-662 from semarang to singapore on 20 september 2017 due to operational reason and consequences delayed that also affected to your flight.

Please allow us to inform you that we do our best to adhere the published schedule in effect to the date of your travel. however, sometimes there are flights being rescheduled for various reasons which include inclement weather, aircraft rotation, airport restriction or any unforeseen circumstances.

+I now acknowledge receipt of this 95% auto generated email with minor details to support your misleading narrative of point to point carrier with zero compensation. because that’s the real concern for you, the money, not solving or investigating the issue. what you see as a minor inconvenience is in keeping with your 'support staff' when you send out auto generated emails. don't truly give a damn. its a job hey!

Had you read and acknowledged my initial complaint. I would have thought you would be seriously concerned that one of your passengers was isolated and stuck at a foreign airport due to your ground staff. but as in keeping with 'award winning' money orientated companies you immediately try to change the narrative to minimize your responsibility. I know you are aware that the flight delay was not the whole issue as I outlined in my initial letter. your auto generated review has shown a clear lack of understanding or deliberate 'too hard basket' on any duty of care to your passengers that your company states is a priority. it is clearly not the case by your answer and the sheer lack of any further inquiries. you have made a decision before contacting your 'singapore ground support staff'.

I would have made my flight but for the incompetence and lack of care of your so called ground staff at singapore. there was “no assistance” from your inept supervisor and support staff. your singapore ground staff are clearly responsible for my missing the connecting flight. this has absolutely nothing to do with the delay from semarang as you are so desperately trying to make the narrative.+

We truly empathize with the inconvenience you experienced. regretfully, we are not able to provide you any compensation on this matter since airasia is a point-to-point carrier and shall not be responsible for any missed connecting flight. it is truly beyond our ability as a low-cost carrier to provide full cash coverage for every single cost incurred by all passengers, as our liability is limited.

We thus advise all passengers to consider travel insurance in the future travel and we could provide an acknowledgement of flight delay/cancel for insurance purposes.

Further to your feedback on the assistance provided by our ground staff in singapore, we would like to inform you that we have forwarded your email to our ground operation team for their review.

+I again reiterate, there was no assistance from your ground staff but a total lack of care which ensured an absolute hindrance for me to gain my connecting flight which was delayed by one hour. had they done their job as a carrier they would have known this and not leave me standing were they told me to as they were notifying malaysian airlines. but instead told me to wait by the gate and airasia staff took my itinerary and baggage claim ticket and I didn’t see it again until the “supervisor’ returned with it after the original connecting flight had left. clearly airasia staff was the cause and the effect. nothing to do with the delay of the flight from semarang. they didn't do it and were not aware of the delay. I would have made my flight without the "help" from airasia.+

Kindly be informed that airasia views each guest’s feedback positively and will take necessary measures in areas where there are shortfalls.

+this is not going to happen and you know it won’t. the feedback you should learn from is ‘train your ground staff to be competent in their role, not to be rude and ignorant’. from the blogs I am reading your airline is getting too big and employing incompetence. I would not employ people who cannot communicate with the public. who dismiss one of their passengers and abandon them at an airport. I refer to the female radio toting staff that told me to ‘wait a minute’ and disappeared.+

We truly appreciate your time to bring this matter to our attention and hope this will not deter you to fly with airasia.

+no, you truly do not. I would advise everybody not to fly air asia. I shall place these details on our website and links and shall ensure that any negative feedback is thrown out to the people from there. your lack of 'give a [censor]' will be counterproductive, seeing as money is your main driving force and the people are secondary and an inconvenience.+

We know that we cannot completely make up for your disappointment, but we hope that our explanation has helped to provide you with better understanding.

+I understand that your inability to take me seriously about your involvement in my missed flight beggers belief. I advise you stop patronizing me any further.+

Once again, please accept our apologies for the inconvenience caused and rest assured that we are taking every possibility to ensure this problem does not occur again.

+how? by not reading the complaint then denying any responsibility? looking at the blogs about airasia I seriously doubt that you are capable. I will pursue legal advice if this is not sorted at the level it is supposed to be at. rest assured. it will cost airasia more than a flight ticket. directly or indirectly.+

Thank you for your kind attention.

Kind regards,
Aris a
Customer care air asia

+no offence aris a, but this matter needs to be dealt with by someone who can understand duty of care, its legal and staff vicarious liabilities of their ceo, albeit responsibilities. you clearly do not.+

Hi Air Asia,

Why the flight from Alor Setar to Kuala Lumpur always last minutes delay?
I had my flight on 19.10.2017, from Alor Setar to KL.
Supposedly the flight will take off at 8.55pm, but two hours before the departure time, I had received the notice that the flight had delayed to 9.45pm. But then, the flight was take off after 10pm, and we reach KLIA2 after 11pm. And we need to take the 12am bus to KL Central, and reach KL Central around 1am.
This sudden delayed had created some problem for us who were using the public transport. All the public transport service was off at 1am, and we need to take the Taxi or grab to go to our next destination. THIS HAD CREATED AN EXTRA COST FOR US.
And this was not the first time I had experience the flight delay from Alor Setar to KL or vice verse.
I really hope that Air Asia will solve this problem with better compensation to the customer if it happens again in the future.

We late we pay
You guys late we pay!?

I took 5 flights to and back for past two months using this airline
2 times I were like 5min late to the check in counter, consequently I was force to pay for the next available flight
Now you guys delay my flights more than 3 times, not a single cent I get from you guys
I were supposed to attend my own son birthday at 7pm but I can tolerate upto 10pm. No this time you guys delay it to the next level to 12am!
I want compensation on this!

Dear Sir/Madam,

Hello and Greeting,

I am writing to report and complain about the misconduct of your personnel at KLIA2 counter T, especially Ms Low Pei Ling, X1856 (this is the name she has given to me).

I had a flight today (Booking number: KRHPUH) at 7:05 PM from Kuala Lumpur to Tehran. I reached the airport at 6:00 pm and surprisingly when I wanted to do checking at counter X the officer told me the counter is closed and you missed the flight! She called someone and told me to go to counter T (Service Customer).

Ms Low Pei Ling at the counter T (Service Customer) instead of helping us as your customer, she unfriendly and repeatedly said I can't do anything and you missed the flight. We told her what should we do and why we missed the flight while it is 6:18 pm and our flight is at 7:05, but she ignored us and went to the next customer. We became stressful because of her unfriendly and rude reply. I told her we will report your behavior to your manager. She arrogantly replied go ahead and do so. Unfortunately, your other personnel also were not helpful and just were looking at us and even ignored my request to help, and just said you missed the flight and you must buy another ticket!

Hereby, I would like to highlight some points, and as a reputable company I expect your kind cooperation and follow up.

1. I was at the airport 1 hr before my flight time and how does it mean I missed my flight?! Like what your personnel said;

2. You are a reputable company and I do believe that the first thing your personnel must know is "how to properly and friendly behave to your customers", the behavior I've observed this evening is not a decent behavior from the personnel of a prominent Airline like AirAsia ...;

3. It was a disappointing experience and I am wondering how your company recruits these low quality personnel who are not at the minimum standard level of your company;

4. Your personnel must be friendly and helpful not fighting and irritating your customer who are also reputable;

5. I saw some more customers around that counter who were unhappy and had the same experience that I had;

6. I missed my flight this evening not because I arrived at the airport late (I was there 1 hour before my flight time) but because your personnel were not friendly, not responsive and wasted my time, not supportive, not helpful and instead of doing their task which is giving the customer a decent support they wasted my time, caused more stress on me, fought with me and roundly talked to me in front of other customers;

I hope AirAsia as a leading company in Air industry would have a proper mechanism of filtering the indecent personnel (Like Ms Low Pei Ling) who really destroy the face of company and causes dissatisfaction among your customers.

In the end I cordially request your kind prompt action and follow up on my complain and I would like to request for compensation of the flight that I’ve missed this evening.

Thank you so much in advance for your kind understanding and support.

Best regards,

Maryam Mosavat
[protected]

Absolute joke, cannot actually be called customer service as there is none. Received e-mail in middle night telling me my flight has been rescheduled (second time this has happened on this booking). Time rescheduled is not suitable so tried to contact Air Asia Customer service as it indicates on the e-mail.
First for flights within Malaysia there is NO number to call ONLY Chat Line. So I contacted chat line to be 145 on queue, waiting only to be dropped off after I get to 111.
So you buy a ticket, Air Asia decides to change it, but provides no ability to contact anyone to advise change is not acceptable?

Nice One...

hello
my membership is [protected]
natasha woods
phone [protected] mobile / [protected] landline

how are you

I would like to use my remaining credit shell $174.00 to book accommadation Perth Australia please

I rang yesterday and the customer service lady put me through to expidia. She was not helpful at all

And live chat yesterday kept on dropping out. Today the live chat is wait time 97min, I have no time to wait as i run a shop

My voucher needs to be used by tomorrow 18.10.17

can you please get someone to help me please

[protected]@gmail.com
natasha.[protected]@gmail.com

good day

from natasha woods
australia

The flight to Banda Aceh on 17 oct 2017 has suddenly been delayed in more than 1 hour. The retimed news has delivered when I akready stand by in the airport. It has very sudden. Due to the delay, I have missed a very important certification tests event that I have been paid to the organizer. I couldn't get certification & loosed the registration money. Too bad

my booking reference is [protected] and we travelled to manila on 10th of oct with passenger name given as Rajkumar Maipaksana Singh and Rajkumar Donachraj and Donacharj have to stay at manila as he has taken a admission.at AMA medical college, makati and when we inquired about the cancellation of his travel air asia told us that there will be no refund but have to pay taxes then i inquired to the travel.agent i bought tickets from, even they said its a non refundable, but on the contrary we also.bought travel insurance which says $500 max for trip cancellation, so i asked them if i could use it then they said i cant as its partially used ... so whats the use getting a travel insurance if we cant even.use it .. partially or not we bought the travel insuranve for the trips we booked n thats is 10th of oct and 18th of oct 2017 . I think i need a help here or should i file a case instead ?

I was flying from BKK to Sydney on 14 Oct. The BKK flight was delayed, resulting in passengers being stuck in KL and being offered another flight in 24 hours time. Air Asia said they would provide a hotel for those inconvenienced.
Passengers were quite gracious about this. In my case it meant missing a very important meeting at work, not to mention loss of income.
We disembarked around 10.30pm and were bussed to our hotel by 1am
The hotel, the Nilai, was an insult. It was run down, dirty and smelly. The few facilities provided mostly didn't work..tv etc.
The 'free' meals mostly uneaten.
I believe this is an appalling way to treat customers, for any business. I travel to Asia at least twice a year and have been pleased to fly with your airline in the past, but no more.
Deborah Smith

i booked flights and then some months later while i was in Thailand i was text to say the flight had been cancelled and guests moved from 31st august to the 3rd of september
i later asked if i was to cancel the flight would i get refund and was told yes due to it been changed my yourselves i then canceled the flights and bookes some different ones
on 25th of august i went o live chat and was told a refund had been approved and was on its way to my credit card
i have been on live chat lots of times now each time been told my refund is on its way October now and still no refund
i have taken it up with you again and now told i cant have one?

Dear Tony,

As much as we all love the competitive fare offered by AirAsia, but there is one very important issue which AirAsia really need to look into

AirAsia website does not have any Singapore customer care hotline.
When I did a search on other websites to contact AirAsia, I got this info:

Singapore +[protected]
Operating Hours : 8am - 9pm (GMT+8)

To my disappointment, this number is invalid.
I have gone to the extend to contact AirAsia via Live Chat which I must say is pointless. (When you are number 201 in the queue and waiting time 2 hours!)

Please help rectify this issue which many people in Singapore are facing
Thank you

Ken