AirAsia
Reviews and Complaints

There is 14 counter from S2 - S14 but only 4 counter open. I have to queue nearly 1 hour [protected] hours). Baggage drop counter for my destination will close at 0520 hours. Other passengers (other destination) complaining to ground staff they will miss their flight and they still queuing for baggage drop. Later Air Asia staff open new counter only for them and close that counter again.

I am sure for those who arrive later than me will be denied baggage drop.

Our scheduled flight from Singapore to KL on May 21, 2017 was to depart at 7:10pm. We checked in at the gate, sat and waited at the gate for 45 minutes from 7pm-7:45pm. During this period there was no general announcement indicating any sort of delay. The only way we found out there was a delay was to approach one of the ground staff and ask, as did many other people. Instead of keeping passengers in the dark, it would be a courtesy to at least inform the passengers of a delay and the circumstances.

Saya komplain besar dengan staff check in skrg jam 2.30 siang di bagian T tujuan indonesia. KLIA2. Hari minggu 21 mei 17. Dengan ciri2 perempuan, muka berjerawat. Saya tanya nama, dia tidak jawab. Saya ucapkan terima kasih terakhir pun tidak tidak ada jawaban. Sungguh kok air asia ada staff spt itu. Di labelnya tulisan trainee
Staff check in nya sangat tidak ramah smp hampir kita bertengkar.
Berawal dr bagasi kita yg harus maksimal 32 kg sdgkan bagasi kita lebih 4 kg. Alhasil kita keluarkan bagasinya lagi. Stlh itu disampaikan jikalau kita harus letakan bagasi ini di oversize area. Terus terang karena sudah bolak balik dengan koper tersebut tidak pernah ada masalah. Karena itu kita juga bilang kok kmrn dtg tidak ada masalah. Mmg kita juga mengakui sempet kesel. Tp setahu saya namanya petugas hospitality harusnya bisa lebih ramah. Di tanya nama saja, dia jawab, untuk apa tanya nama! Itu jawaban tidak mengenakan... saya sudah check in saja dr bangkok, masih di tanya ini check in dimana? Dikarenakan saya sudah punya boarding pass dr bangkok untuk yg rute KL - YOG
Mohon pihak management bisa mengevaluasi karyawan seperti ini. Memalukan air asia.
Kita tidak bisa foto karna memang angkuh sekali. Cmn saya bisa sampaikan detailnya. Saya ingat mukanya

Travelling from air Asia fd 331 on 7 may 2017 - while leaving flight air hostess handed over air bag and blamed me for loss airbag my kid cranky and were hungry crying coz were tired and air Asia crew memember behaved so rude took us n made me pay for what we didn't do it
No Investigation
Kids said it was already Lyin halfly prior downside
Plz take some action against air Asia coz they really making bad image for Thailand tourism

First of all, AirAsia releases a promotion whereby tickets are 50% cheaper if you pick a seat during the booking.
Second, if you try to book the flight by booking the seat, the system does not give you the discount.
Third, if you try to speak to the customer service, it basically does not answer your question and literally leave you talking alone.
Fourth, the terms and conditions are not clear. For instance it will clearly say that the travel period is "Travel Period: 5 September 2017 – 8 February 2018" but then it will have in the notes "Discount will not be available during peak periods." and finally it will not disclose what "peak periods" actually mean in terms of dates!

What a joke!

I'm attaching my attempt of discussing my situation with the customer service.

I had a terrible experience with Airasia. I have a flight on 04-May from Singapore bound to CEBU with flightZ2 7237 booking reference is GQ2WTR. Upon check-in the staff was unable to find my booking, i was then referred to another staff named Asri who's from the operations team. He was also surprised and have no single clue what could've caused the problem. He contacted IT dept to look into it, however, we waited for almost an hour but IT didn't come back fast enough for us to be on that flight. As the flight is getting closer and we only have 30mins left to make it, the staff gave us options to 1) wait for it to be resolved and fly fly the next day 2) buy a new ticket with the same exact dates as GQ2WTR. We chose 2nd option as Leonette who's with me in this flight have doctor's appointment and scheduled for series of lab tests. everything has been pre-planned for that entire trip and there's no way to re-schedule or delay our flight else it will screw everything up! And i'm pretty confident Airasia will take responsibility about this issue. Anyway, to cut it short, we bough a ticket worth $1, 290 SGD booking AJLQ2T just to get into that flight. Yes, this is how desperate we are! I was told by the staff to write an e-form requesting for a refund as soon as i land to Cebe which I did. Days have passed but none from complaints/refund dept replied to me. So I followed up thru customer service and even tried their askairasia tweeter. I've spoken to several customer rep but none of them has an answer. I got a reply from the tweet though but it was unacceptable as they claim i made changes on my booking online and they will never refund any amount. This really pissed me off! 1st, i never made changes on my flight...2nd, if i did, should i receive a confirmation email? I didn't! 3rd, I was not charged for that change!

Strangely, as they said my flight was changed. In my experience with different airlines, your booking will never change unless you pay for it. But Airasia claims it otherwise just to refuse the refund and to insist this is my fault! Even if i tried to change my flight the system should not be changed unless i completed the whole ###ing process and get to the 'YOUR BOOKING IS CONFIRMED'. But never did I reach that phase and yet my flight was changed still. How can't that be a system glitch? C'mon Airasia, you are pushing good customers away!

This happened on the 8th May 2017 when I made payment for my booking. Payment succeeded but no booking number received. So I made another payment again. Payment succeeded but again no booking number received. I have made payments twice but no booking was done.

I have submitted e-form 3 times and went on live chat (each time waited for about an hour just to get connected) for more than 5 times. After a week, there is still no reply from Air Asia. In fact, I was told that they had closed my case without even clarify with me. I waited as being told but there is no feedback or reply for my request for refund or proceed with the booking. One of the conversation was abruptly terminated because of the 10 minutes time frame. This is so unacceptable and rude.

Case number are CAS-[protected]-VTBXLY, CAS-[protected]-H81MVJ and CAS-[protected]-2SPBMX. I was just told that Air Asia rejected the payment but no evidence was given to prove what they said. On the other hand, I have bank statement to show that my payment succeeded.

So I want to complain about the refund of payment (which up to this date, there is still no feedback from your side) and also poor customer service. Please advise what I can do.

Dear Sir /Madam,

I would like feedback about Air asia customer officer at trichy airport

I boarded 14MAY17 at 9.27pm inside document check counter but they said counter closed . I ask them how come still had 1 hour 3 mintues time left . they still check too many guys until 10.15 pm and saying that can not board anymore and i keep asking they are not properly reply me since 1 hour and they are not allowed me inside air asia office to explain . i keep asking what is the next step to book the air asia again they said can not and do not anything about this . I was very disappointed and i was approach malindo air service 10.45 pm to book the flight and will fly to singapore vis transits from malaysia easily without any delay . they were make for me from 10.45pm to 11.25 with in 40 minutes smoothly without any rushing . Since had same time next air asia flight around 11.40pm (i think air asia AK28) all your staff do not bothered about me .

Kindly refer attached documents for your easy reference . I would like refund the amount kindly go thro all the relevant documents as attached here and reply me please .

Air Asia and Option Town an affiliate of Air Asia is a cheat. Pls dont purchase any extra seat option from them. I purchased the Extra Seat Option from them and was not given the seats. My boarding pass only showed a single seat and when I checked with the crew, Sharifah Shaheera, she apologised and said a refund will be made as the seats were not available. Later after I pursued the case with Air Asia, they denied the claim and said the seats were available and I did not utilise them. Now they refuse to refund. Dont trust them. Sharifah Shaheera, where is your dignity? And to Tony Fernandez, dont cheat our money. Your airline and service is hopeless. It is better to pay a little more and get a reliable service than Air Asia.

To whom it may concern,
I am writing with a complaint about the recent booking experience I had. I booked a flight from Bali to Kuala Lumpur on 30th April 2017 and the flight was rescheduled by one hour later meaning I couldn’t meet my connection to London from Kuala Lumpur. The booking reference was JFN4WS. I was notified of this change on March 15th and decided to request a credit account option and choose the Lombok to Kuala Lumpur flight in order to ensure I met my flight to London. The correspondence from your company took so long that before leaving the UK to arrive in Indonesia, the account had not been credited. This meant that on holiday, with poor WIFI I had to continue to try to contact you to ensure I could get the account credited and book my new flight. Despite the inconvenience of this for me, your key pages on your website continually was down and inaccessible. This meant I spent a lot of frustrating hours of my holiday trying to contact you to organise these flights.
I managed to speak to you on a live chat on 22nd April and I was assured I would get a credit account. The account was credited and I was able to buy the new flight. However, this process took so long that it was one month between the flight changing (March 15th) and the credit being put into my account that the price of the flight had doubled in price, which I am not happy about. Due to your poor communication and your flight reschedule, I have had to pay twice as much for the new flight. The second issue is that when I attempted to book the new flight from Lombok to Kuala Lumpur, with the credit in my account, the function to pay with credit was not available on your website. When I tried to book with my credit the booking remained ‘pending’ and I received no contact or confirmation from you. As this was two days prior to the flight I had to pay for the flight in full with my credit card. Consequently, the credit remains on my account and I have paid twice for my travel as I subsequently had to book with credit card. So I would like the credit refunded onto mu credit card.
I have already submitted this on an enquiry form and I received an email on 15th May 2017 saying you are unable to refund me. It was an auto-generated response. My category falls under flight reschedule therefore I must be refunded.
I have used Air Asia frequently but I have been left on this occasion very unhappy with the booking process and the ability to make contact with you.
I look forward to your prompt response and receiving my refund for the credit.

Anna Stearman
Account Number [protected]

I along with my wife was travelling to Suzhou. Accordingly we booked Air Asia flight D7 302 from Kuala Lumpur to Hangzhou vide PNR no RHFV5M dated 28.04.2017. The flight was to be departed @ 8.10 a.m. and arriving Hangzhou @ 1.10 p.m. We also booked fast train from Hangzhou East railway station to Suzhou leaving at 3.40 p.m. vide booking no E881749321. The flight from KLIA was delayed for nearly 4 hrs and arrived / landed at 17.04 p.m. at Hangzhou Xiaoshan International Airport. We not only missed our connecting train but could not get ticket for any train. We were left with no option but to hire a Taxi and reached Suzhou around 9 pm. We are in the circumstances entitled to claim compensation for our missed connection due to delayed flight because of technical / engine problem. Beside being hassled at the station and running around looking for alternative transportation to Suzhou. We ended up spending 1500.00in addition to the train ticket costs. We there fore demand US 800.00 As per international standard for flight delay.

Six months ago, a group of us booked our flight tickets from Kota Kinabalu - Kuching - Sibu, then Sibu - Kuching - Kota Kinabalu. After the booking has been made, I then realized I have to be in Kuching a day before the rest of the group, so I made another new booking for my own. In the other hand, for return, I have to take the earliest flight from Sibu - Kuching, so again, I made another booking for myself for that trip, all these were happened 6 months ago.

That day, when I have arrived in Kuching, 1 day earlier then the rest of the group, I received a call from AirAsia, saying there's a double booking for the flight from Sibu to Kuching, and he is helping me to cancel one of the them and refund the fare to me. When he called, I was on the road, like I said, I was in Kuching, outstation. I didnt think properly that time what was going on actually.

Right now, I just being told to get off from the plane for AK6463. Only then I recalled what was going on. The problem is, why AirAsia is so generous now to call the passengers, to help them to cancel the double booking flight if AirAsia can see the time of departure is different. I really have a reason why I need to fly to Kuching in the morning. Right now, my whole plan has been ruined by you.

As attached is the boarding pass for Sibu - Kuching, which I've boarded and was told by by your staffs to get off the plane. For your info, this boarding pass I printed before boarding at Kota Kinabalu Airport.

This is my 5th time writing in and follow up to Air Asia regarding the same issue.
I have been charged $780 (Hong Kong Dollar) by trying to edit my flight booking.
flight booking no: MJ29UA, flight no: AK 131 from Hong Kong to Malaysia on 22 July 2016.
In fact I was trying to search if i can add on to check in baggage
I did not change any of my booking details but was charged $ 780 at the
Hong Kong airport before checking in.

I have file in 3 times but did not receive my refund and appropriate explanation from your end.

Last 2 updates from Air Asia was 29 Dec 2016 (Case Acknowledgement - CAS-[protected]-H3WS96 CRM:0001869)
17 April 2017 (Case CAS-[protected]-GRYMHP: CRM:0798524)

Please proceed and reply my request promptly.

I have booked a reservation on 8 February 2017 for 4 persons to a return flight from Kuala Lumpur to Melbourne on 5 June 2017 and Melbourne to Kuala Lumpur on 11 June 2017 under AirAsia X Booking Reference: TEPEFV.

Optiontown, Air Asia's JV partner, then repeatedly e-mailed to me regarding many promotions to upgrade those 4 seats from economy to premium flatbeds.

I accepted Optiontown's upgrade offer on 21 April 2017 at the stated price of RM9, 000 on their e-mail and website. This is the Optiontown reference # [protected].

However, my credit card has been charged RM9, 354.55, which is more than what was advertised. This is fraudulent advertisement and I demanded from Optiontown's customer care for the full refund of RM9, 354.55 that has been charged to my credit card immediately.

However, Optiontown kept saying that the difference may be due to exchange rate differences and credit card charges. However, these was not highlighted in the e-mail or related portals tied to those offers.

I wish that you formally raise these matters to Air Asia's senior management of the misinformation regarding their services. I also continue to wish for the full refund of the entire RM9, 354.55 upgrade fee.

Goh Khir Peng

I have travelled from India to Malaysia via singapore and while boarding the flight the staff denied the boarding stating that Singapore visa is required, however when I consulted the Singapore immigration, they informed me that Singapore visa is not required for transit, the AirAsia staff behaved unruly and rude. They made me buy another ticket, and now I am stranded at the Kuala Lumpur Airport because of the same reason, I need to return back to India but the AirAsia guys are repeating the same thing, my friends travelling through other airlines did not face any issue at Singapore. This is the worst airline I have travelled with, no where in the worl is transit required and this airline makes their own rule. It is pathetic and very geuesome and mental harresment for me. The staff at AirAsia Malaysia also behaved rudely

On April 29th 2017 my husband and I were meant to fly out of Phuket on flight D7220, this flight was delayed by 2 hours. We revived information about this delay via email. We went to the check in desk at the boarding gate to confirm. We were told that yes the flight had been delayed and as a result we would miss our connecting flights from Kuala Lumpur to Sydney. This meant that, as a direct result miss our connection with REX to Wagga Wagga on Saturday afternoon 30th.
We explained this to the Air Asia staff in Phuket and we were assured that we would be given a motel room in KL and meal vouchers as well as transportation to and from the accommodation and Airport.
Our flight from Phuket was then postponed for a further hour with no communication from staff. When we eventually arrived at KL we were told to go to the Tranfer desk. When we got there no transportation or accommodation had been organized at all by Air Asia..Your ground staff were the rudest customer service personnel we have ever dealt with. On several occasions we got a hand shoved in our faces to tell us to stop talking, we were made to run from counter to counter to try to find out if we were going to have somewhere to sleep, as we were promised. As a result of all of this we had to stay another night in Sydney which was an extra cost of $500. We are seeking compensation from Air Asia.please contact me in regards to this Email. Kate Booker

We are 7 person who missed our flight becouse of que of immigration. We take our boarding pass at 16 o'clock and the flight was 19:05. But we reached at 19:20. Also the flight had delayed but they don't open the gate for us. We lost much money in your damn airport. We are not crazy person to buy ticket, come to airport, take the boarding pass and then didn't go to gate and miss our flight. You should arrange us to refund our money

1. a link to the government of China website with the description of transit regulations in Shanghai. "200 minutes" rule is not published for public http://sh-immigration.gov.cn/listPageEn.aspx?lx=40&id=4414

2. January 1st 2017 I took a flight from Lombok to Russia with connections in KL and Shanghai (2 hours connection). There was a precedent.

3. May 7th 2017 I am allowed to take a flight from Lombok to KL without any "200 minutes for transit" rule information from Air Asia customer service representative.

4. May 7th 2017, at 6 pm I approach the gate with my boarding pass and am informed in a rude tone that I am not allowed to take a flight. I request the name of the person talking to me and official document approving the statement. I get mentally and verbally abused. No name given no document shown during 1 hour. No attempts made to minimize my risks or finding a solution.

5. Making an attempt to file a complaint through Air Asia web site, impossible to submit, error message pops up every time.

My flight from bnglr to hyd in 6/05/17 scheduled to departure at 2:35pm has been rescheduled to departure at 11:10pm
I want to reach hyd by 5 to Maxx
Please call n see what can be done
I m in deep trouble
Can u arrange for a flight before that cause I have a work n no point of waiting so long.
Please connect to me asap as I need a flight and I can't afford to book on my own

Dukacita bahawa, adik saya muhammad nufail bin salehuddin perwira telah terlepas kapal ak6430 dari kuala kumpur ke kota baharu jam 6.30 am pada 4/5/2017 disebabkan kurangnya pengetahuan pekerja airasia dan polis bantuan.

Saya telah check in kan untuk adik saya melalui web check in pada 28/4/2017, booking number shc2mc. Dan print bording pass padanya.

Setibanya di klia2 untuk melepasi polis bantuan untuk masuk ke dalam balai perlepasan, polis bantuan telah menghalang dia dan meminta untuk menunjukkan tiket, adik saya menunjukkan boarding pass yang di print. Malangnya dengan pengetahuan yang amat tidak boleh diterima polis bantuan menghalang dan meminta dia print tiket, adik saya bertegas mengatakan inilah tiketnya. Tapi amatlah dikesali polis bantuan tetap menghalang untuk masuk ke balai perlepasan.

Jadi adik saya dengan panik pergi ke mesin self check in dan cuba untuk print tiket yang dimaksudkan oleh polis bantuan yang tidak boleh diterima pengetahuannya. Selepas gagal untuk print tiket di mesin, adik saya terpaksa beratur dan menunggu untuk ke kaunter dan malangnya apabila tiba gilirannya, pegawai airasia dengan mudah menjawab "encik sudah lambat perlu beli tiket lain". Sedangkan waktu itu kapal terbang belum lagi berlepas dan masih ada 30minit. Amatlah tidak diterima dan tidak boleh difikir bagaimana pendedahan ilmu yang pihak airasia berikan pada polis bantuan dan pekerja. Tidak dapat sebarang bagasi yang perlu di masuk ke ruang kargo. Hanyalah bagasi kecil yang dibawa untuk dibawa naik ke kapal.

Pihak airasia perlu menimbang tara perkara ini. Kami mengalami kerugian hampir rm300 disebabkan perkara ini. Kami terpaksa membeli tiket baru sedangkan bukan disebabkan kesalahan kami.

Kami berharap pihak airasia bertanggungjawab atas perkara ini.