AirAsia
Reviews and Complaints

Hi. I am Jimmy. I on board Airasia from Penang to Kuching on 1 Sept 2017.
My booking number is TH56QI.
My flight number is AK5432.
When I went to collect my luggage, it was broken. Attached to you are the images of my broken luggage.
What am I supposed to do?
Please help!
I frequently fly with airasia.
My contact number is [protected]
My email address is [protected]@gmail.com

I shivanshi jaiswal boarded in a flight 15 536 from Bhubneshwer to Kolkata on 31st Aug, 2017 and at the time of taking boarding pass the attendant asked me to pay Rs 100 for window seat which I paid but didn't got back the service for that Rs 100. As I returned from bhubneshwer to Kolkata in seat No. 27F which was not a window seat.

Flight no. 15 536
Booking no. - AKDT9G
Payment Receipt number - 7884
Booking ID - NF7269100700695

from this complain I being a unsatisfied costumer want an answer why to be over promising if you cant deliver it.

kindly revert me on [protected]@gmail.com

Dear Airasia management team,

I would like to lodge a complaint against your Ground Operation staff by the name of Chin Shi Rou (MAA 13463 ).

On 1/8/2017 at 6am, my family and I was queing to check in our item at Airasia counter at Penang International Airport. My 3 years son had diarrhea and he had poop on the floor. My husband had to bring him to the toilet to clean him up. I alone have to take care of my 2 years old toddler in the baby stroller, 2 luggage bags, and 1 medium sized box. The poo smell is unpleasant to nearby customers. My immediate action was approaching for the nearest staff to call the cleaner to clean the floor. The person that I approached was your so-called Ground Operation staff Chin Shi Rou. I showed to her the poo on the floor and asked "can you please call the cleaner to come and clean up the poo?" When she sees the poo, with her disgusted reaction, she responded by telling me "sorry, this is not my job, we are from airline, not MBPP" and walked away.
So? What am I going to do now? I can't go anywhere, I have to take care of my luggages and my kid. I know I shouldn't leave the poo there, again I approached her to ask what shall I do then, at least something is done. She replied by saying "you have to go to the information counter to tell them by yourself". In my heart, is she blind? Can't she sees I'm alone with my kid in stroller, 2 luggages, and a box? I have to stay on to queue for checking in..
I'm worried someone stepped on the poo and I keep reminding your customers who are queuing to be careful not to step on the poo..
At last I saw a Malay staff passing by(not AirAsia staff), I approached her to ask if she can help to call the cleaner to come and clean the poo, her immediate response was "ok". After 1 minutes, I saw that staff again, again I checked with her to see if she has called someone to clean the poo, her response was "yes".

I'm working in a private hospital and I'm from training department. I know customers comfort and satisfaction is our utmost priority
The behaviour of your Ground Operation staff needs to be counselled.
Therefore, I asked for her name and staff number, I told her I will lodge a complaint. From there, we started to have arguments. My husband took a picture of hers(for the purpose of sending it to management). She started asking for our name and told us that we cannot go on board, saying we have no manners(Wow!).
Another male staff came, by the name of Yukeswaran(MAA 12992), after he listened to my explanation, he asked me what do I want to do now, I said all I want is your staff to apologise. Yukeswaran asked if she is willingly to apologise (for twice!) but she refused. Yukeswaran apologised on her behalf but I do not accept it.

Now, I want to compliment your staff Yukeswaran, he handled the situation well and he is able to bring down customer's anger which is a valuable asset in your company. Please inform him regarding this because this can be a motivation for him to work and give greater services to your Airasia customers.
Regarding Chin Shi Rou, please teach her how to solve the ground's problem when she is put to work at ground operations. Very easy, if she is busy, cannot leave that area, she can always go to the nearest counter to ask her colleague to make a phone call or whatsoever means of communication with the airport staff to mop the floor.
I would like to receive a reply email from management to inform me regarding the action taken against Chin Shi Rou.
My email add:
sooeng.[protected]@parkwaypantai. com

Date of incident: 26th August 2017
Flight booking number: KGWSMF
E-mail address: [protected]@gmail.com

To whom it may concern, due to what happened on the said day, we've wasted not only our time but our money as well. When we checked-in, the staff named "Fifie" with ID of "AAX3366" told us to wait at Gate P21, where the boarding time was supposed to be at 6:30 a.m... However, upon boarding time, no one was present within the vicinity. We tried looking for an AirAsia staff, hoping to get answers as to why the gate was still not open, and that's when we found out that we were at the wrong gate. The plane had already departed and we had to wait from 6:30 a.m. until 1:25 p.m. for our next flight to Krabi. Aside from that, we told the said staff that we've paid for the shuttle bus service in Krabi, and since we missed our flight, the staff said that it would be arranged for us once again when we land in Krabi. Unfortunately for us, when we've landed in Krabi, the staff in Krabi said that there were no prior notification from Kuala Lumpur, which then led us to pay the shuttle bus services again. We were devastated to be struck by a series of unfortunate events during this trip.

We understand that humans make mistakes and we ask of you not to punish the said staff too harshly (if that was the course of action). All we ask for is a refund for our flight tickets and shuttle bus.

Hi,

My name is Anggana from KL. Me and my family were planning to travel to Palembang on 30/8/2017. The flight was on 7.05 am.

We arrived in airport at around 5 am, immedietely went to check in and drop baggage. We already saw long queue in the check-in, we finally completed check in at 5.55. Immedietely we rush to immigration in which again we saw a long queue, it took us more than an hour there, I have never seen this many people queueing in imigration.
By the time we finish our immigration stamping it was already too late. Even we use the airport buggy as well but that did nit help. We missed the flight.

The staff in boarding gate says she has made 4 announcements but we cannot heard it in immigration area.

I was asked to change the date but paying a lot of money.

Behind me there are others fellow passenger that share the same faith.

This mistake was somehow burden to me saying that I wasnt early enough and there were no compensation or whatsoever.

Of course immigration queue is nothing under the control of air asia, but if you knoe that there will be a lot of passengers then this info should have been cascaded to the authority, but why it is not?

there is very few immigration officers during that period.

Yes, its peak season, school break, etc, but still, a passenger should not be left out especially when they already dropped their baggage inside the plane. I have to wonder in airport to get my luggage to only recheckin again.

I was been travelling to many places, even in major europe airport, never in my life having this kind of horrific experience

to sum up:

1. No Appology from Air Asia
2. No attempt to look out for the passenger
3. I am travelling in huge number (7 pax 4 small kids&infant), no whatsoever priority
4. Rescheduling is simply based on business; you did not consider what had happened to the passengers

I am terribly dissapointed on how Air Asia handled passengers during this situation. You did not see from the perspective of passangers, as if you are saying "you get for what you are paying".

what a sensational way to treat passengers!

Hi Admin,

My name is Jacob Remorosa, i had a flyt on 8/26/17. Return trip na sana. Dahil sa pag bago bago ng flyt sched i had to do something else at di makatunga-nga sa airport. ZISMWS that was my booking ref. Ngayon ang nangyari di pa nag pprint ang scanner for boarding pass. So kelangan pang pumila ng mahaba at nauubos na oras sa pila at di ka nman pwede basta2 nlang sumingit. How i had to throught the inconvenience... ngayon turn ko na, kinonfirm ng isa sa staff na di nga nagprint, for some reason and the guy had to approach somebody else. Bago nakaprint. Sinabi ko na tinatawag ang pangalan ko akonyan inaaanounce. Sabi ko pls help me at tinatawag na pangalan ko... ngayun nakaprint na sinabi pasok lng ako sa pre boarding. Sabi ng staff kasi parehas namin narining na last call for check-in... so ayon di man lng asko inasikaso at eendorse sa loob ng pre depart area. So i was waiting for Boarding announcement. Kasi di ko sure kung ano talaga e. Dapat ang staff ang nakkaalam at mag adive na proceed napo kayo sa gate at mag boad na. That was all i need to hear. Pero nag antay lng ako kasi its not new to me nag delayed ang boarding like my trip papunta pa ng manila and everybody knows that. Nag-antay ako tawag for boarding.. yun pala nkalipad na ang plane. So nag antay ako ng final boarding time. Sinabi lng ah ikaw pala yung missing na pasahero sir nag announce po kmi.
Ngayon sabi bili kayo ng bagong ticket.
Tama ba yun? Na abala na ang pasahero pagbayarin pa ng buo!

My name is KIM DONGUK.
I used Eurasia to fly to Langkawi from Kuala Lumpur.

The date is exactly 09 Aug 17 and flight nom is AK 6318, departure time is 4:30pm.

The flight should have arrived at 5:35pm in Langkawi but flight was delayed and me and other passenger could board at around 9pm.

I already booked the hotel that reception operate until 9pm.
So I slept in the airport and unfortunately a staff wanted me to get out of there.
I couldn't fall a sleep outside and I couldn't go anywhere.

I really want to get any reward for this big uncomfortable experience and
Actually I already sent a mail a few days ago something like this but I couldn't receive any answer.

I look forward to your reply.

We pre ordered food Kl-Lang which did not get delivered until we asked-no apology and not enough time to eat-had to ask attendant to take trays away re safety just before landing- not impressed. On return flight asked for tea with milk- checked with attendsnt Ferdyn as he was making. Tea had sugar in- I asked for replacement or refund. He blamed me! He was rude and did nothing to help. The brochure states tea- not a 3-in-1 mixture which is what he produced. He kept stating there was nothing he could do and was rude throughout. Another attendant- Shahira - came up to me later and offered to get me another drink (at her own expense) I declined thus very kind offer (the only glimmer of good customer service seen!).
All in all poor service received on both flights and no acceptance of errors made or apologies given!

28/7/2017
AK380 KUL CGK
Airasia as a company seriously do not care about the customer and provide damp poor service
The flight being cancelled without giving any notice and they are just ignoring the consumer right and the respect for people time and money
Definitely the worst .
Arrived at the airport and only got to know this flight had been cancelled without giving solution and the staffs are unapologetic and arrogant
This is the way this company behaved now.

From
Vysakh ps
Ticket details -Trip ID: [protected]
Vysakh Ps
-
27 Aug 17, 23:50
Air Asia, 722
PNR: EI8QTC
The flight was supposed to depart at 23:50 from bangalore on 27/08/17 and arrive at 02:35 at delhi on 28/08/17 but it was delayed by 02:30 hrs
I am entitled the sum of 50000Rs in compensation and looking forward to recive the equivalent with in next 14 days

good day. I just want to inform lang po na 'yong online booking ko kagabi is confirmed na. then, nung nakita ko itinerary, MR po nakalagay . I double checked my details before I confirmed. I want to request for a change po. Isang letter lang po naman. Mr to Ms. No one is answering on my email either facebook or yahoo. I will include the screenshot of my itinerary . Hope to get a favorable response. Thank you!

AK136 hizzat

After the purchase of the WiFi service on the plane, I was approached by the flight attendant who sold me the WiFi services claiming that I have to pay for the WiFi cards that I have used. At the time I had a packet of 5 cards and 3 was consumed. The flight attendant (Vanessa) demanding that I had to pay the extra cards as she made a mistake and passed me a packet of 5 instead of just 1 card. To me I made a purchase and I was given the products, it was my first time to use this so had no idea there was a mistake involved. As Vanessa stand next to me and keep hassling although it was her mistake she demanded me to pay the extra 2 cards. To me it was unfair unless I was informed that I paid for only 1 cards, extra cards were given and extra charge will be imposed in me when I decided to use more cards. Otherwise this was considered a "scam" in my opinion.

The flight attendants(vannesa) then left reluctantly without any apologetic remark on the disturbance that she caused on me. She also left with taking away the cards that were left on my table.

After a while she returned and asking 1 unused card was missing and demand me to return it. I had no such possession as she already too away the card. This again caused continuol harassment to myself.

After a while she came back with her senior(hizzat), again I went through the whole happenings with him and I was in total agony by now.

After a while, hizzat returned again saying that he talked to the captain and was told to return the "2" missing unopened. I was also asked to talk to him at the back of the flight for my own good. Please note i was then blamed 2 cards rather than 1.

This was a complete unpleasant experience and, let alone the hassle that caused by the mistake that Vanessa made. It turned out to be a serious of lying and cover up, and blaming the customer of some serious allegation.

Please Look into this and reply with some sanity.

Regards
Peter tso
[protected]@hotmail.com

I, Vikram Bansal had booked a flight ticket for my mother, Mrs Meera Bansal who flew from Chandigarh to Bangalore on 23rd August 2017. This was the first time my mother was travelling after her knee replacement operation in March this year. After my recent experience of flying with Air Asia, i was convinced that the on-ground crew would take care of her and i wasn't worried about her travelling alone.

But contrary to my belief, when my mother asked for wheelchair assistance at the Check-in counter on the Chandigarh Airport, she was convinced that since there isn't much distance to be walked for boarding the plane, she can do without a wheelchair and she wasn't provided one.

Not just that, the check-in staff member offered her a seat on the plane with additional charge of 220 INR, promising more leg room but much to her surprise, it was in the 9th row without any extra leg room with many seats on the plane going empty.

I am very disappointed with your treatment of the senior citizens who are travelling alone and need to be offered even more care and comfort before and during the flight. My mother was so disheartened to see some other elderly passengers given the wheelchair assistance and her being treated differently.

This doesn't go well with the reputation Air Asia has earned for itself recently and since it was the first time that my mother was travelling alone after her knee operation and recovery, i was trusting your services to treat her better.

Now, i have decided to not book her return flight ticket with Air Asia as this whole experience has left a very bad impression on me and my family.

I want to go public with this incident and let everyone know how you treat senior citizens through the social media channels but I wanted to report the incident to you first.

Please make a note that if we cant trust you with our elderly parents travelling alone, we cant trust your services at all.

PFA the copy of the receipt for additional 220INR paid for the seat no 9C and the boarding pass.

Vikram Bansal
[protected]
vikram.[protected]@gmail.com

flight from kl to cochin 25/8/2017, the time for departure was at 6.05 am but delayed due to flight problem. we were requested to come out and the waiting time is more then an hour now. No further information given that there is going to be further delay due to technical issues.

We hv planned our tour, plus order meals on board... this frustrate us even further. The quality n reliability of airasia flights is still poor even after numerous incidents that has occured.

Hacked Galaxy s6 edge...
i think it started when i installed #Airasia mobile app.
it used to have device administrator privilege...
which mean can control everything on ur phone...
of course they can use that to forecast overbooking...
and track your location to adjust airfares...
once i needed out ticket at thai border... i used that app...
bloody expensive ticket was... yes... tracked location n adjust price... and also be able to control overbookings with it...
another thing... their own passenger terminal...
around southeast asia... they have their own terminals ...
secutiry? pre declared import export items? on their hands...
Drugs...Bombs...Illegal Weapons...
what they can do with that? u guys think...
more details on my Facebook Siun Son

Dear Customer Service Officer,

Good morning.

This is Ms. Yiva.
It's been a pleasure flight by travelling with Air Asia all the time. However, there was a trip that was really to my disappointment.

I've travelled from Penang to Johor by choosing Air Asia flight during Hari Raya break. The luggage was of good condition when i departed from Penang. However, when I reached Johor airport, the luggage was damaged. I've lodged a report to the Air Asia officer and the officer informed that damaged luggage will be compensated with a new luggage and sent in to Changi Airport for my collection once ready and informed me via phonecalls.

However, after 2 months till date since the report was lodged, I've not receive ANY reply from Air Asia on this.

Even though I've not purchase the Air Asia Travel Insurance, but kindly assist to compensate the luggage as requested as the damage of the luggage was not at my fault but lie at the shoulder of the Air Asia staff that broke my luggage without any concern to handle it with care.

Should your company policy choose not to compensate my luggage due to the reason of not purchasing the Air Asia Travel Insurance for the flight even though the fault was not caused by me, it left no choice for me but to escalate the case to the Consumer Association.

Attached herewith the report I lodged with the Johor Air Asia Officer with the flight ticket.

Appreciate your help to look into this issue and solve it soonest possible.

Thank you.

Regards
Yiva

I have booked a return flight from cochin to sydney on 8/9/2017. the time for departure was at 23.30 but we were allowed to boarder the flight only at 1.30 am. then were informed that there is going to be further delay due to technical issues. we were made to stay in the flight for nearly 4 hours and during this time there was no proper communication from the airline staff. around 6 am the pilot informed us the flight going to be rescheduled but no time was given at this point. i have to say it was a extremely stressful situation for me and the rest of the passengers especially those who were travelling with children as everyone was basically starving from 10 pm the previous night. I finally arrived sydney 24 hours later. both me and my wife work for nsw health and we both had to take leave from work due to the flight delay. i want the company to acknowledge my distress, alternate family and travel arrangements and financial loss.

Booking number CJFKUW leaving date 10/8/17
Flights- D7 221 Sydney to Kuala Lumpa then AK 828 Kuala Lumpa to Phuket

leaving date 18/8/17
Flights- AK 825 Phuet to Kuala Lumpa then D7 222 Kuala Lumpa to Sydney

Damaged baggage- we had a flight from Port Macquarie to Sydney and a luggage was fine when we picked it up in Sydney but damaged when we got to Phuket, then on our return trip we picked our luggage up in Sydney and it was damaged further as well as a $100.00 bottle of Mens cologne (Yves Saint Laureunt) broken and cologne all through our toiletries.
The luggage has to now be thrown out and the empty bottle.
We have traveled with Air Asia before without any issues. I feel our luggage was badly handled and think that we should be compensated. $250.00 ffor the luggage and $100.00 for the cologne.
I wait eagerly for a response.
Kind Regards
Tracy McColgan

My flight AK5302 on today 20th August 2017 has announced delayed for 2hours and 40 min from 7.20am to 10.00am due to the reason of retimed by the staff of Air Asia, En Mohd Taufiq. I asked if this is flight delayed and his respond is Airasia has the rights to retimed and this is not flight delayed. I asked if there is any arrangements as compensation as listed in MAVCOM as for than 2 hours. His respond is whether I bought Airasia Insurance... I'm truly disappointed and upset on your service as a leading Global Budget Airlines. It affects and ruined my whole schedule of Business meetings and work.

Our flight was 3:30 pm from Davao to Kalibo but sudden changed of sked to 6:50 pm. Then changed to 7:50 pm. This was supposed to be a happy vacation for me and my partner but due to poor management of this airline, it ruined everything. This was supposed to be our first fly with airasia but with this experience, we will not choose this airline again. We work on graveyard shift and we havnt got sleep for 24 hours now. Waste of time and emotionally draining. Worst airline ever experienced! If they should have reminded us ahead of time then we should have stayed in our houses and got some rest but the problem was they were giving advices every 2 hours which we have left no choice but to wait in the airport. So draining! Distress!