AirAsia
Reviews and Complaints

Hi AirAsia team,

I don't think I've ever submitted a complaint form before, as I'm a pretty tolerant customer and easy to please. But this incident upset me a lot, enough to want to let someone know so some improvement can be made.

Having taken a midnight flight from Tokyo to KL, I picked up my luggage and checked in again for a flight to Kuching.

The lady at counter S9 was not pleasant. After I loaded 2 out of 3 pieces of my luggage on the conveyer belt, she said something in Malay, and forgive me, I've been studying and working in Australia for the past 8 years, so my Malay is not exactly up to scratch (especially when spoken quickly). When I smiled at her in incomprehension, she raised her voice(!) and said ''You have to take the old tags off, MISS!"

I was slightly shocked at this belligerent tone. I've flown Melbourne - KL - Kuching a few times and I've never been asked to do that. In the past, the check-in staff tear off the old ones and put on the new tags in one go and I don't recall having to tear them off for them.

So she stared stonily while I tore the old tags off all 3 pieces of my luggage, not helping even with the one furthest out of my reach on the conveyer belt. Then in an abrupt tone told me to take away the 2nd piece of luggage. When I looked at her in confusion, she continued in the same tone saying that only 1 piece of luggage can be loaded at one time (to be weighed).

After I did that, she then commanded I pick the 1st one up too. And she placed a grey tray on the conveyer belt and said to put the 1st piece in the tray. Feeling frustrated at this point, because I felt like she was treating me like a luggage mule, I burst out ''Well, why couldn't you do that?'' She didn't reply and just processed my luggage.

As a dentist, I have to practise empathy with my patients. Having received rude/ abrupt treatment like that from someone who is supposed to be in customer service really baffled and annoyed me. At that point, I would have preferred apathy from the lady over her belligerence.

I would have been happy to comply with the tags or helping her lift the luggage if she had been friendlier. I felt very undervalued and disrespected from the experience.

I'm not pettily seeking disciplinary action from lodging this complaint. I just hope that it can bring to attention the importance of customer service, and perhaps more training or awareness is required.

Thank you.

On date 2 OCT2017 time 11.10 pm as flight schedule time, as normal it flight again delay time 11.50pm .
QZ123 staff screw NO make final reminder for calling passages on board boarding and I was carry the boarding pass already. there was NO staff staying in front desk even the time just 11.30pm to 11.40pm
My advise, front desk counter must always had staff until the plane flight or take off.

Dear Sir / Madam
I am writing you this email to bring to your notice about one of the most agonizing and painful experience that I faced being a customer of Kiwi.com with Jet Airways and Air Asia. This incident is about how I got stuck in an unknown country with zero support from any of the staff at airports in multiple Indian states. The purpose of this email complaint is to demand an explanation and reimbursement for the worst customer service provided by Kiwi.com as well as the incompetent staff at the respective airports and airlines (Jet Airways and Air Asia) who made this the most painful experience.
To make this easier and to understand better, below is a chronological timeline of events that would summarize the issues faced by me that I wish to put forward with you.
To start it off please find my booking reference number from Kiwi.com: 3521375
My original itinerary was to travel from KUL to BOM via Air Asia and then change over to Jet Airways to catch a flight from BOM to DXB on 19 September 2017. These flights were booked on your website Kiwi.com
 19 September first segment of the trip was the 19:10 flight XT852 from KUL to BOM via Air Asia. We boarded well on time at exactly 18:10 but due to unknown reasons not stated to us, we departed only at 20:45 which was really much delayed as I had to arrive at 21:35 to catch a flight from BOM to DXB through Jet Airways on 20 Sept at 01:55. I got worried as I may be late for the next flight and it takes 5 hours from KL to Mumbai. However, due to the bad weather condition, heavy rain fall and an accident of Spice Jet that got stuck in the runway in BOM Airport, we were forced to reroute to MAA (Chennai) Airport. All flights to Mumbai airport got cancelled including my flight to Dubai and the airport was shut down temporarily. We landed at MAA Airport only at 01:45 on 20 Sep.
 20 September, – 01:45 to my surprise there was no alternate arrangement in place for transit passengers in terms of food, accommodation or a next flight. There was a gentlemen who was handling the stranded Air Asia passengers and his name is Lindo Poulouse, Bhandra employee # 7430. We went to the immigration in Chennai to request for a visa for us to have access to the hotel that Air Asia provided. But as per the immigration, all transit passengers will not be given or issued visa as it is the airline’s responsibility to book a flight for the passenger bound to their last destination. Lindo went to Jetairways/Etihad counter in Chennai but unfortunately there was no flight available. I really needed to fly to Dubai at the earliest that day as I have flight to Armenia at 18:45. Lindo forced me to book a flight from my own pocket if I really need to fly on the same day. So I booked AI905 departing at 18:45 pm through Air India that cost me AED 1, 300 as all I could think of is to go home. I called Kiwi.com customer support in Netherlands to ask for an advice as well. I used my Dubai postpaid (Etisalat) number as it left me no choice as there was no phone to communicate international. Kiwi gave me 3 options. First, book a flight on my own and they will refund 246 euros. Secondly, they will rebook a flight for me from BOM-CMB-DXB. Third option, they will refund the full amount of AED 4009 but there’s no guarantee that this will happen. I chose 3rd option as I already booked my flight thru Air India from BOM to DXB. I gave my booking reference number to Lindo and he went to Air India counter. He came back after an hour and a half with a very disappointing news stating that Air India is not accepting transit passengers. I got really upset and frustrated as he gave me wrong information and even forced me to book that flight through Air India which cost me an additional EUR 300 / AED 1300. He just looked and nodded at me as he doesn’t have answer to tell me as to who will refund the money I wasted for no fault of my own. He was saying sorry but sorry can’t do anything as I really need to fly to Dubai! But then, I knew the fact that I will have to cancel my Armenia trip and just wait till we get transferred to Mumbai. This again making me lose my flight, hotel and local tour bookings worth a total of AED 1585. Lindo informed me that Mumbai Airport has now resumed their operations and we will be transferred at 19:00. Hence, I called JetAirways, I provided them my booking # and flight details that got cancelled and asked them to rebook it. They gave me available flight details as of 20:55, 22:55 and Sept 21 01:55 and sept 22 at 20:00. Since we will be transferred at 19:00, and I really wanted to go home, I rebooked my flight at September 21, 01:55. What pissed me off more is the fact that there was ZERO support as we were not provided with any kind of accommodation or food since we landed until 17:00 which made it 18 hours without anything. I have wasted my money to book a last minute flight that went down the drain, my racked up a high postpaid phone bill calling every source possible to get this issue sorted out. I even begged the staff Lindo for food, he didn’t have to give me free food, but at least when offered to pay him in USD to buy me food from outside he was of no help whatsoever. The basic humanity was lost here and we were treated worse than animals by this Air Asia staff. He refused to take my money and told me they will provide us with food. They only gave food after 18 hours of waiting and sleeping on the floor when we got out of the arrival area.
 20 September, 18:30 – while waiting for departure, Lindo gave me access to lounge to have food. Afterwards, we boarded only at 19:00. I started worrying as I had to catch my rebooked flight to Dubai from BOM at 01:55 and had an eerie feeling that we may get delayed again. We were supposed to depart at 20:00, unfortunately we got delayed due to an incident inside the aircraft. There was 1 passenger they had to deplane as he molested one of the flight attendants. We departed only at 22:30. I understand this was an unfortunate incident, however got really disappointed as nobody was offering support and help for passengers who were delayed to catch their next flight forward. I spoke with the 1st officer and ask them to call the transfer desk in Mumbai and tell them that I have a flight through Jet airways. The pilot was really cooperative and he did call the transfer desk and informed them about my delay.
 21 September, 02:30 – we landed in Mumbai Airport. I rushed to the transfer desk as I was already so late for my flight to Dubai. Lots of people were in there at that time. I informed them that the pilot from our flight informed them that I will be coming late. They acknowledged the same too. I got worried but once I checked the Jet airways website and saw that my flight 9W 580 was delayed and was changed from 01:55 to 05:15. This gave me hope that things will get sorted soon and I won’t face any issue of rebooking etc. I asked the Jet Airways male staff and the other lady (wearing green uniform in the picture attached) who were in the transfer desk to issue me a boarding pass. I begged them to give me one and if ever the flight is cancelled or delayed, I would just be in the boarding gate and wait there instead of waiting in the transfer desk area with no food and proper place to sit down. They still refused to give me one as they told me my flight is not delayed but cancelled as per their system. I got really angry and I begged them but they really refused. They even pointed their fingers to me especially the lady in green uniform saying that if I really wanted to fly as soon as possible I have to book a flight from my own pocket for which I will never do again! Their system was down and they added that they will rebook my flight once their system resumes if I wanted to wait. I wanted to call international but could not as I had already exhausted my monthly limit of calls whilst stuck at Chennai airport. Instead I registered for data from postpaid provided and chatted with my sister who works in HTC as CRM. I seek an advice and I asked her to call Jet Airways if the flight is really cancelled. She told me that as per Jet Airways customer support, 9w 580 was not cancelled but only delayed. But added that if the airport told me it is cancelled, it may really be cancelled as it was real time. So I approached the transfer desk it was around 05:00 and informed them I will wait till they rebook my flight.
 21 September, 08:00 - One jet airways lady staff came for rebooking our flights. When I gave her my booking number, she was surprised and told me that my flight was not cancelled but only delayed. I got really angry and pushed me off the limit with the lady in green and the jet airways guy as they have misinformed me and even refused to issue boarding pass despite me begging them so much! The Jet airways lady staff ask the previous where they have gotten the information that my flight was cancelled. They answered that they saw it in their system. She asked them to show her the details. Shockingly, they were looking on SEPTEMBER 20 flights where it was already SEPTEMBER 21 and my flight was rebooked for September 21 when I was in Chennai! They could not tell a thing after that! And I got really frustrated! I demanded them to rebook my flight. But they did not do it! The lady in green got mad as well and pointing her finger to me saying that she’s been telling me since morning that if I want to fly as soon as possible I have to book from my own. I asked her name but she refused to give it! She’s the most unprofessional airline staff I have ever met! I’ve been telling them and showing to them the jet airways website that my flight was only delayed but they were not believing to what I was telling and showing them! Even the Jet Airways lady staff sided with them and refused to rebook my flight to protect the interest of her staff as compared to a stranded lady passenger! She was saying that the aircraft was already on the way to Dubai. It had departed from Mumbai at 06:30 and will land in Dubai at 08:30! This was literally a nightmare as was stuck with inconsiderate and incompetent airline staff from Jet Airways who were making this the most inhumane experience I have ever faced! They really did not rebook my flight and just left me with no support or help! I sent message to my sister again and my brother. I asked them to call Jet airways. My brother called Jet Airways USA thru skype. He told them about my disastrous experience in Chennai, and with their inconsiderate staff in Mumbai! Within 30 minutes, they consider to rebook my flight. Unfortunately there was no flight during that day from Mumbai-Dubai and they only have on September 22 at 20:00 which I cannot wait as I have been in the airport for almost 30 hours with no proper food or accommodation! Since Jet Airways are partnered with Etihad, they rebooked me on the Etihad flight EY203 from Mumbai to Abu Dhabi at 21:35. I got no choice even though I have to wait for almost 13 hours as it was the earliest flight they had.
 21 September, 10:30 – the jet airways staff, the lady and the male, as well as the airport staff lady in green, the 4 of them were off duties. They have left without even asking for apologies! Very unprofessional! 2 new jet airways male staff came and I showed to them my ticket. They confirmed that I am on that Etihad flight. I waited until 15:00 till they have issued a manual boarding pass for me to have access inside and have some food. We boarded at 20:35 and departed at 22:00. I arrived in Abu Dhabi around 02:00 on September 22, 2017. The staff of Jet airways did not have any courtesy or heart to help their passengers out. I was no left with no option but to flight to AUH and arrange my own transport from Abu Dhabi to Dubai just to get home!

To summarize, this was the worst travel experience I ever faced in my life. I very well understand that natural calamities like heavy rains, or unforeseen circumstances like plane skidding off runway making the airport unavailable are all incidents we have no hold over and is not purposeful. But being stranded at an unknown country as a passenger all I am requesting was for basic assistance with food, accommodation, and accurate information on how to solve issues. If the staff of the airline themselves are not well informed and do not have accurate knowledge on such situation it makes it very difficult for us as passengers as we are completely dependent on the airline staff and airport staff. I would have applied for a transit visa to make things easier, however was informed by Jetairways staff that if the waiting period is less than 6 hours with no check in luggage then this is not required.
As a customer of kiwi.com I really request you to look into this matter with utmost urgency. Being an esteemed website where a lot of passengers come to book flights, I strongly feel you do have responsibility to assist passengers with your partner airlines to sort out the issues faced. I have attached herewith as well all the photos during these incidents for your reference.

Break down of extra cost involved
Air India AI905 Flight Rebooked due to wrong information by Air Asia staff – AED 1300
Armenia Trip cancellation (Flight tickets, hotel and tour reservations) - AED 1585
Etisalat Post Paid Telephone Bill – AED 1800 (local SIM card could be not be purchased as we were kept near immigration desk and we didn’t even have access to food)
Lastly, if no positive / strong action is taken by Kiwi.com, Jet Airways or Air Asia I have no option but to publish this on the social media and take legal action if necessary.
To end this I have full faith in Kiwi.com and believe in the fact that you would give importance to customer service and assist them getting the justice deserved from the partners you work with. This would strengthen the relationship between the passenger and your company.
Await your prompt response.
Regards,
Regene Macatangay Misa

Most of the times I fly with AirAsia, it's either delayed, rescheduled or retimed. Today, the 1810 flight is retimed to 1950. Last minute announcement. The dinner plan is ruined. I know load rate and no.trip one plane flies every day is important, but what airasis promises to deliver and customer's time is more important? People fly for a reason, so that travel time is short instead of land transportation.

Flight-Ak416 on 30 Sep 2017 @6.45am

The staff on duty at the boarding gate P15 is not helpful and purposely omitted our request to board the plane reason being he wanted to wait another group of passengers (8pax) arrived first only he called up to get permission to open the gate. He should assist us on board on the spot instead of waiting the rest as we are not the SAME GROUP with them. In addition, we don't have hand carry luggage. We just need to walk into the plane.

And resulted my friend and I who arrived at 6.36am missed out the flight together with other passengers who really arrived late more than 10 minutes @6.46am.

We felt very disappointed with his action and attitude. As we already request him to help us and take immediate action to request permission to open the gate. But after he checked the system he saw still have a lot passengers haven't on board. He insists to wait for them only he takes necessary action.

We noted that we were late but this was due to the auto check in gate at department immigration encounter some issues and lack of staff on duty at the manual check in counter resulting a long que there. And passenger doesn't expect the distance to the P15 gate is extremely far from the migration department. We already tried our best to run through.

However the respective staff is not helpful and unable to take immediate action to assist us due to his slow motion and lack of professional experience to solve this kind of issue!

We hope that the related party should understanding that passengers not intend to be late as our luggage already checked in early time ago. It's mean we already here to waiting on board.

I wish to complain on Airasia X Flight D7 215 on 27Sept17 flying from Melbourne to Kuala Lumpur. The flight was delayed from 935AM to 1230PM, some 3 hours. Not only that around 370 passengers boarded and had to leave plane and finally re-board.
Imagine the delays causing all the appointments cancelled and missed connecting flights . I had to endure 16 hours of door to door travel for a 8.5 hours flight!
The Airasia crew handled the delay very poorly, passengers were not informed nor the crew apologetic, in so far as offering some refreshments due to their shortcomings.
The check-in ground crew from Melbourne-Tullamarine international airport was incompetent to check in and allowed to board plane, a druggie who was violent and abusive and was the main cause of the long delays. The druggie was finally handcuffed and kick out of plane. I could not upload Video.

Hi team,

Could I please get a claim form to fill in and send for compensation. I had very expensive things in my luggage and I want to claim for it on the basis of your ignorance.

I am extremely disappointed with your service and response towards customers.
I travelled from depensar bali to jakarta by lion air on aug 17, 22:30 flight.
When I reached jakarta, I had a connecting flight from jakarta to malaysia by air asia and my luggage hadn't arrived at the airport by then. An like n air manager promised to transfer the luggage to the air asia airlines or transfer to malaysia directly.
I had given a complaint there as well as a complaint at malaysian airport.
However you have not responded to me from past one month, almost 5 weeks now.
This is ridiculous. I have had expensive items in my luggage and my step is to give a complaint to the government to find the luggage.
I have tried reaching out to your contact centre at malaysia singapore bali and japan.
It never gets connected or no agent is able to assist me further.
This is the screenshot of my ticket and the lost baggage report. Please contact me in regards to my luggage on arpitha. [protected]@gmail.com or +[protected]
Sachin. [protected]@live.com +[protected]

So many complaints on here! AirAsia should be voted the world's worst airline because:

- Deceptive pricing
- Hidden/extra charges
- Flights often delayed
- Won't refund cancellation
- Rude arrogant ignorant staff
- Money grabbing unethical business.

Such a shame before was a good airline now it's nothing but a money-grabbing monopoly I will never fly with this unethical airline again.

Dear Air Asia team.
I travel with work between kl and Bangkok (Don mueang) on a regular basis 2 to 3 times a month. I used to fly Thai airways then tried malindo. Flight times with Thai were ok but it lands on the other side of BKK from my office. Malindo is good and on time in most cases but flight times to BKK do not suit.
I decided to try air Asia and support Malaysia's first budget airline.
I have used your flights 5 times now and out of that I was delayed 4 of the 5 flights. I am now sitting at klia 2 awaiting my flight .
It is 27/ 9/17 my flight is fd316 and it is now 9-00pm with a depart time of 8-40pm which they now say is 9-30 pm. Here we go again.

Guys I tried your service but your on time record to me is atrocious and I wonder what your statistics are for on time flight departure through all your flight destinations.
Everything else is ok but I can't afford these continuous delays to my work.
Really disappointed and you don't even keep us advised until disgruntled passengers start asking what is going on. Come on guys please at least kepp your customers advised.

A very disappointed customer.

Dear AirAsia
That day on 17 sept night flight I board your flight to Pudong international airport from Klia 2

after landing the plane still taxiing the safty belt sign till on one guy stand up to on the reading light the chinese crew member from Malaysia her name is Jessica if I am not mistaken
shouted at him hey you seat down and flash the touch light at him she should use better word then being rude I am not the victim but a I witness

Regards

hi Airasia Team,

i use qz256 to Bangkok. got delay 135 minutes. it should be my flight home with qz257 & you change at qz253.

there is no people servicing us in Don Moeang until 35+ minutes. after we check in, we need to carry our own baggage again to x-ray system.

worst of it, waiting almost 45 minutes for baggage though we pay premium flex.

it should our baggage comes first but we wait for so long. is that suppose to be?

Ay Hok

Hi there. I have the air Asia app and enclosed extra luggage on my flights from Bangkok to Phuket. My flight was at 6pm today from Phuket to Bangkok. We tried all morning to check in online but our flight wasn't showing up on the app and kept saying error. We arrived at the checkin deal 3 hours prior to flight. The lady said as we had not checked in 4 hours prior and our return flight baggage hadn't been booked we were charged 200 dollars to take our bags on the flight. This was due to an error with the app which you can check. We are very disappointed with the airline and our now short of money for our trip. We hope for some refund.

Kind regards

Rebecca paterson

I had booked my flight from chd to Bengaluru for 5 Oct. But due to some emergency I wanted to reschedule my flight on 8th Oct. When I called for rescheduling I was told there is no flight available from Chandigarh to Bengaluru on 8th Oct. But when I asked that I can see tickets on Paytm then I was told by the Paytm executive to cancel the ticket and book again and she refused to reschedule my flight. Is this the service you people provide to ur customer? I mean this is just ridiculous. . No wonder the airlines is going in losses. This is really shameful . How can u even afford to deceive your customers. If u can't provide proper service to the customers better close the airline.

PNR : DKV3JW
Flight: I5 1543
Date: 20 September 2017
Time: 1405
From: Hyderabad
To: Bangalore

I booked two tickets- for me and my four year old child. At the time of collecting my boarding passes, the staff told me that they only have two seats which are four rows apart.

While booking the tickets, I did not see any option to select the seats. I requested the staff to give me any 2 seats together as my child is too young to sit separately from his mother. Staff said if I don't pay extra money I and my child have to sit separately. For a four year old it is highly risky to sit alone without any guardian.

The staff were not ready to cooperate. They insisted for extra money. They said only premium row is available and I must pay INR 550.0 for that. Finally, I paid INR 550.0 by Credit Card and they gave me a receipt of INR 500.0. I was allotted seat nos. 2A and 2B.

After boarding the flight I noticed that in addition to row 2, there were no passengers in row 3. They could have given me two seats together without any inconvenience. Instead of my repeated request, they made me pay the extra amount.

This is very bitter experience and poor customer service. I would be happy if I get refund of the amount paid.

Hoping for your cooperation!
Junti Mudoi

I went to JB Tune Hotel for flight purchase enquiry at 9.50am 24 Sep17 (Sunday). Door signage showed 'welcome' and business hour indicated 9am-6pm daily. However, no one was there until a lady came to open at 10am and turn the signage to 'close'. I were waiting outside the shop for another 10min and found the lady sat at counter and put her head down instead of looking outside for customer who was lettering for some time. Until i brought her attension though rose my voice from glass outside the shop.I questioned her why she turned her signage to 'close' and was the shop opened today? She asked me just let the signage be 'close' and she said the shop was opened late today. The response of her make me feel unhappy and not within my expextation. I expected to hear apologize from her but she just want to quickly settle me and let me leave. I think her service standard is not up to the basic level. In fact, apologize should come in place immediately when i walked in. Pls provide intensive training for staff.

To whom it concerns,

No itinerary was provided for my AK 706 flight, 10:30am, 22/09/17, causing us a great deal of grief today.

We attempted to check in at 9:45am, thinking our flight was 11:40am (remember, no itinterary received). As protocol dictates, we were not alowed to board our 10:30am flight; instead we had to pay a lot for two new flights (my wife and I).

Upon trying to voice our grievances, the staff at the Changi Singapore airport were very hesitant to listen or assist us with our concerns, and in fact were blaming us for not knowing flight details, regardless of us not receiving an itinerary.

Three staff members (managers/supervisors) at the purchasing counter did not assist us in any friendly way. They were unwilling to listen, interruptive, and even blamed my wife and I for not knowing the time of flight from memory.

Rai Pratap (SAA1022) is quoted saying, "We are smarter than you, " as he accused us of, 'trying to take advantage' of Air Asia, and further threatened to refuse myself and my wife to board.

The other managers/supervisors on staff were unwilling to give their names after being asked. Rai Pratap also refused to give his name, and even tried to cover up his ID tag with his hands when I tried to read it. Though I was able to record it.

Overall, we are extremely dissapointed with the lack of professionalism shown by the Singapore Changi staff. We feel that we were unassisted, unheard, belittled, blamed, and blatantly disrespected in front of many other paying customers (as well as a camera crew who were shooting promo material).

Is this normal for customer service in Singapore?

AK5644 21st September 2017 2:10pm. Flight was delayed again to 3pm. This has happened to me 9 out of 10 times. Please buck up or change your tag line to delayed travel anywhere and always. Your ground crew was late in opening the gate and he blames MAB for not updating the electronic display at the gate. How is that my problem? And he was rude as well.

Flight no: I5 797
Name: Warren Davies
I booked a flight from Goa to Delhi on the 28/07/17 departing Goa at 16:35 landing in Delhi 19:15 leaving myself plenty of time to catch my British Airways flight BA0142 from Delhi to London departing at 01:50 on the 20th of September. Air Asia then cancelled that flight and issued me a new flight departing at Goa 19:25 landing in Delhi at 22:00. This gave me 2hrs 50mins to collect my bag and check it into my British Airways flight. When I arrived at Goa Airport I was informed that the flight was delayed until 20:05! Whilst in Departures the delay increased to 21:45 then again to 22:20. I informed the desk on my flight connection and time, they moved my seat to the front of the plane to disembark quickly. We landed in Delhi and disembarked at 00:40 and my bag came out of baggage collection at 01:05. I ran to the British Airways desk but it had closed at 00:50. I had to book an additional flight departing at 12:55 on the 20th September costing £344 with Virgin Atlantic flight no VS301. I also had to sleep on the floor of the airport over night. Please can you forward compensation and the reason for my initial flight being cancelled and second flight being delayed so much?

Warren Davies

From: Bandhu Tiwari Vishwa
+61 [protected]
[protected]@gmail.com
To,

Customer Service,
Air Asia

Subject: Severe harassment of 80 year old passenger by Air Asia staff.
Ref: Booking No. YKDFKJ Date: 27/08/2017 From: Perth to: Mumbai Flight No. D7 237

Dear Sir,

My mother, Mrs Malti Tiwari is about 80 year old. She has severe arthritis and not able to stand for more than 2 minutes and walks few steps only before collapsing. She booked the above referred flight and requested for wheelchair. She did not pay much attention various categories as the wheelchair was free of cost.

Her harassment by Air Asia started in Perth when the person providing wheelchair told her the she is going to be in big trouble at Kuala Lumpur because she wrongly selected the category “Quadriplegic” while booking the air ticket. My mother became very scared but could not contact us because she was through the security and did not have the phone to contact us. On landing at Kuala Lumpur airport she was told that the wheelchair will not be provided for onward journey to India as she was not “Quadriplegic”. She panicked and requested a stranger to call us in Australia. On checking with the information on Air Asia website, we came to know that wheelchair for International passengers is provided free of cost whereas there is some payment for domestic passengers of Malaysia. She again contacted with Air Asia customer service at Kuala Lumpur but they were very unco-operative. After great difficulty one Air Asia staff came forward and demanded money from her to provide the wheel chair service. Luckily she had some money with her which she gave to staff. The staff promised to come back to get her 2 hours before the departure of the flight. The person was very late and appeared just before departure. By that time my mother was in great distress with the thought of missing onward flight. The person asked her to hop on to the airport vehicle and later transferred her back onto wheel chair. The urgency of movement and frequent transfer would have caused my mother to fall and break her limbs. With great difficulty she reached the departure gate at the last moment.

Due to the distress created by this event she did not eat her lunch or took her medicines. She was so much distressed during the entire process that she became seriously ill on reaching India and had to be hospitalised. She has not been able to recover from that traumatic experience so far.

It is not expected from Air Asia to mete out such a harsh punishment to an 80 year old lady who was unable to walk. If my mother had selected the wrong category by mistake, she did not deserve such a bad treatment at the hands of Air Asia. You should have some mortal responsibility and sensitivity toward elderly passengers especially when they are travelling alone. We are also so much scared that we may not leave her alone to travel with Air Asia in future.

In view of very poor service, I demand Air Asia to provide $2000 in compensation else we will contact authorities in both the countries which will include, prime ministers, Ministry of transport Malaysia, aviation minister Australia, Director general of civil aviation Malaysia, National Consumer Complaint Centre Malaysia, Australian Competition & Consumer Commission and any other body.

Regards

Bandhu Tiwari Vishwa

To whom it may concern,

First, I would like to give all information to you.
Name: Anongporn Wongpamut
Flight no: FD3557
Date: 18 Sep 2017
Seat no: 25E
Booking no: DJ7C5T
From: Nan to Donmuang

My chair was not working, it cannot adjust. then I asked cabin brew to help me searching for any available seat so I can change the seat. The cabin crew said "Okay" then she disappeared and not come back with any answer. If she came to me and said that " Sorry, thereis no seat available on this flight", I accepted and understand.

I am a fans of Airasia. You can track my record to see how many flights I flyed with Airasia and how many flight I will fly with Airasia.

But this time I felt very upset during the flight. Flying with low cost airlines doesn't mean that I shouldn't receive any good service.

And what I asked for is just a simple service I should get on the flight.

Airasia is the world best low cost airline so this situation should not happened. Not just the bad service from the cabon crew but also the unworking chair on the active filght. You should check all seats before the flight to make sure that there is no any unwork chair on the flight.

I understand that all the cabin crew should be educated well about providing service to customer but she should perform it well enough.

Please deal with this and response to me.

Thank you.

Anongporn Wongpanut