AirAsia
Reviews and Complaints

Dear Sir/Madam,

I want to file an official complain that my luggage was not on board during my April 2017 trip to South Korea, I & my wife was without our luggage throughout our entire 7 days vacation due to negligence and lack of professional in performing his tasks of this counter staff. We later found out that our luggage were not tagged accordingly to our passport holder.
On 15th-April-2017, we are taking flight no D7504 (Booking no: QJW1WQ) from KUL to Incheon International Airport with departure time at 08:00 am. We have 8 adults & one kid travelling. We handed over all our passports to the staff at the counter to assists us on the boarding pass & to check in our luggage at around 6:00 am. After finished tagging our luggage, he told us that one of our passport holder needs a Visa to enter Korea due to she is a Vietnamese which meant that we had only obtained 8 boarding pass out of 9 person. Her husband & her kid decided not to board the plane as she will be alone in Malaysia. So we requested the counter staff to locate & retrieve their luggage since they are not boarding but our request was been declined. We had to accepted it & proceeded with our trip. We though this a bad day for all of us due to the visa issue but to our next horror, our luggage was not on board the plane when we arrived at Incheon Airport.
During this trip, we had to spend money to purchase clothing, undergarments, toiletries & luggage but worst of all were the hassle and anxiousness that we had to go through instead of enjoying our vacation.
I had actually filed an E-form about our issue under case no: CAS-[protected]-7R714F on 21-Apr-2017 but I had yet to receive your feedback on this matter.
I hope your customer service staff would review this matter and provide me a letter of explanation at the soonest, I will needs this to make a claim through my Travel Insurance.

Last but not least, please do not take each complain or feedback lightly as these will reflect what kind and type of services Airasia is providing to their customer. I shall reserve the right to seek alternative ways till I have a satisfactory answer and feedback, thanks.

Regards,
Mike Wong
05-May-2017

I am appalled with the service I received on your flight from Kuala Lumpur to Beijing on the D7 312 flight on 26th April 2017.

Myself and my husband were passengers on this flight and had upgraded our seats to sit in the quiet zone before we made our way to the airport, and at check in we were not issued with new boarding passes by your staff or able to use the check in machines.
When we boarded the plane, it was one of the most embarrassing encounters we have ever had and your staff are some of the rudest people we have ever met. We showed Justin- Lee, one of your staff members on the plane our boarding tickets and the confirmation on my phone regarding the seat change and were told to sit in our original seats in row 29.
We were not happy with the attitude we rude response we received and headed to row 29 to find someone else sitting in them of course! We struggled to get back to the front and other passengers barged passed us as we were in the walkway, and people signed and tutted.
When we got back to the front where your staff were, we were told to wait by the door like 2 school children and we were utterly embarrassed as other passengers walked on and looked at us as if we had done something wrong.
After about 5 minutes, we were told to go and sit in the seats we had booked whilst your staff check with ground staff and we were made to feel and treated as if we were lying just to sit in this cabin.
Whilst we were sat in our seats waiting for the confirmation, several people from the standard economy cabin decided to move into this area without paying for the upgrade and made a lot of noise. Me and my husband were sick and tired by this time as we were both ill and wanted to try and sleep before we landed.

Your crew members are unprofessional, rude and inconsiderate and I am writing this as part of an official complaint against him and the whole team on that flight. To make things worse, when the flight meals were being given out me and my husband were completely ignored and left without our food whilst everyone else in this area was eating! We waited around 15 minutes before I had to go and prompt your staff, who asked me if I wanted to buy a meal! Absolutely disgraceful attitudes, and not one single apology.

It was the most disgusting services I have ever received on a flight and I will not be flying with your airline ever again. We are avid travelers and frequent flyers, but we will be making an extra effort to ensure we NEVER fly with you ever again and fly with anyone else when we are in Asia.
We will be advising our family and friends of the disgusting service we received from this flight and ensuring nobody is treated like this and avoids your airline.

As blog writers, we will be reviewing this experience and ensuring it is posted online to ensure people are aware of what they are signing up to if they decide to fly with you.

In terms of a resolution, I would accept a full refund as well as compensation for the stress we both encountered on this flight.

Aneesa

I have cancelled my flight in Dec 2016 after consult with your staff via AirAsia Live chat and I have been advise to fill up e-form which I have done 4 times. But till today, I have not received single cents from AirAsia.
Please revert by this week otherwise I will report to press.

Booking number VMNJ5H
16/12/2016 10:50 am KUL - MFM AK8320
19/12/2016 03:50 pm MFM - KUL AK8321

1st logged number: CAS-[protected]-1J0LMP CRM:0001989 & CAS-[protected]-HY4B53 CRM: 0001890

Air asia is trying to cheat me of 2 amounts that they charged excess. Hence, air asia is not yet refunding there 2 amounts:

(1) first amount is rs. 99.00 excess charged to my credit card:
On 23 apr 2017, while booking my ticket, my first attempt to pay thru net banking failed due to extremely poor performance of air asia server.

Hence, i had to resort to ivr using my credit card, which mercifully was successful and the full ticket fare was debited.

However, even for the previous failed (net banking) transaction, air asia erroneously debited an amount of rs. 99.00 as direct debit processing fee (included in the debited total ticket amount) to my credit card. Please note that the net banking transaction failed entirely due to air asia server under performance.

Hence, this debit of rs. 99 is not legitimate as the net banking transaction did not take place and the ticket was not issued; hence, this amount should not have been charged, in the first place. Having charged it slyly, air asia should have the gumption, honesty and good business sense to immediately refund / reverse the erroneous excess charge to the same credit card from which the full payment was finally captured.

(2) the second amount is rs. 114.45 debited to my savings a/c during an earlier failed attempt to buy the same ticket thru net banking:

On 23 apr 2017, while booking my ticket, there was a failed net banking transaction due to extremely poor performance of air asia server. However, even for this failed transaction, air asia erroneously debited an amount of rs. 114.45 from my savings bank account.

At an early date, air asia should refund the amount of rs. 114.45 to the same acct. From which they erroneously debited the amount, (as explained above) at an early date.

I was boarding the AirAsia flight no I5 1983 from Guwahati to Bangalore at 10.45am on 1st May 2017. After security check in as I was about to take the Airport Bus in the runway to catch the flight, one lady ground crew member in red dress came to check the weight of the hand baggage. She found it to be 10kgs and told that this will have to be put as Check-in baggage. She took my boarding pass and told me that I need to pay Rs.3000. I politely told her put it as check in baggage and I don't have to pay anything for that as it is less than 15kgs. She told even if it is put as checkin baggage I need to pay Rs.3000. She took my boarding pass and left the place, I was made to stand there while all the other passengers were taking the bus. After sometime another person came who looks like a loading guy as he was wearing the highlighter jacket and started shouting and misbehaving that I should know the rules of Airlines and asked for my ticket. I told him that I travel by other airline and a few kgs here and there is acceptable as hand baggage, some people even travel without any hand baggage at all so it evens out. He also insisted that I need to pay the amount as it is a security threat and I will not be allowed to board the flight. After that the person who issued the boarding pass came and I showed him these were my had baggage that I had, he suggested if I have any friend flying the same flight then the combined hand baggage allowed would be 14kgs. I got a friend who was without any hand baggage and we both got into the bus. The lady wearing the red dress came running and shouted at the other executive as to why I was allowed to board the bus. This was highly insulting and derogatory incident and I never had such experience before with any airline. Instead of trying to be customer friendly and helping out a passenger the lady executive tried to extort money.

I want to know:-
1. Are the ground crew members trained to handle customers in professional way
2. Why only my hand bag was weighed while other passengers with bigger hand baggage allowed to go without check
3. Why should somebody pay money when check in baggage is 10 kgs
4. How can it be a security threat if the hand baggage exceeds by a few kgs
5. Why did she take my boarding pass and went away from the spot and other people responsible for loading were allowed to deal with passengers
6. Is it a ploy to extort money by harassing people in-front of others.

I need an explanation and proper apology for the mental harassment meted to me and adequate compensation for the damage.

On April 29th 2017 I arrived at Denpasar airport, Bali to take my flight to Kuala Lumpur with a connection to Dhaka the same evening. At my arrival I was informed the flight was delayed for three hours, which would make it impossible to catch my connecting flight. Upon arrival in KL it took AirAsia three hours to arrange for a re-booking 24 hours later and to arrange a hotel. At 2 am finally I was shown a taxi which I shared with two other AirAsia guests in the same situation but unknown to me. The taxi driver did not know the name of the hotel booked and took us to the wrong hotel. We had to walk to the right hotel, which we knew only as we had overheard other guests speak of it. There was no telephone number provided to us to contact AirAsia staff. Once at the hotel there was only one three bed room available. I was forced to share a very small room with two complete strangers, one being male and one female. I had to share a double bed with the other female traveler. Contrary to what we had been informed at the airport we did not receive any breakfast, lunch or dinner at the 2 star hotel (available online for a price of USD 15 per night). We received the equivalent of USD 0.50 for all meals. One coffee at KL airport costs more than the amount handed over. The airline never apologized for any of the inconveniences experienced and ground staff in KL were slow and not very friendly.

I wanna make a complain your staff under live chat service, this staff name is Revathi, she is not a professional. I have not yet asking finish the question, she is directly disconnected my chat without any end conversation. Please review ur this staff customer service. How come I not yet finish asking the question, she can directly disconnect the conversation?

Hi.
Name sy siti aisyah,
Booking number rln6fd.
Pukul lebih kurang 11am, I pegi ke kl sentral for booking ticket, from penang to medan, I try book online but ur system ada masalah.
When I booked ticket I already mentioned I want flight from penang to medan pukul 8.30, time I check still price rm109, but the staff said dh naik harga, kalau nak pagi pukul 6.35, then I call my husband to confirm in front of him, I said got ticket morning 6.25, my husband said ok take..
Then I ask once again to the staff why u have flight morning from penang to medan, but I check no in system, he answer me in hes system have it.
Then I ask please book for me, I need urget back my father passed away, he ask my passport n I give my one and my husband..
When he done he ask me to sign pym, and he read penang - kno medan, then I sign without read, coz he read for me.
When I check the ticket he key in wrong name, and I ask him to change, he do, he request one of the girl to change, im not sure what they do, that I know the cal to change my name.
After change he give the ticket, I take the ticket without check it (Because he read before).
Then we take bus from kl to penang, and arrived here 1am, we want to check in, but really shocked because the staff not booking, penang to medan, but penang to kl.
I'm really sad and mad what ur staff do.
1. How sad I am, because I can't see for last my father
2. How far I go just take the ticket (No ticket kl-medan)
3. Who the bear my ticket
4. I already remains ur staff don't do wrong coz this urgent. I need fly asap

Please help me I need go back to see my father
This my booking number rln6fd.
Is not easy I came from kl take bus to penang, untill here my ticket wrong.

Hello Customer Service,

My flight was unexpectedly delayed for 3 hours and it resulted that I arrived my destination passed midnight. Worst of all, I had pre-booked a taxi pick-up beforehand and resulted that I was charged for a cancellation fee. In additions, we are unsure of the actual reason for the delay. Airasia has never stopped disappointing people with the unpunctual departure time, inflexible policies and sometimes unprofessional flight attendants. I was sitting on the first row, the air stewardess sat with her legs opened widely, eating and chatting. Despite it is a low-cost airlines, but they don't seem to understand the basic courtesies. I strongly demand your explanation and compensation for the delay for flight AK821 from Phuket - Kuala Lumpur. Awaiting to your response.
Thanks!

Angela Ong

28 April 2017.
Flight 6049.
Senai Airport to KLIA2.
Depart time : 10.40pm.

My name is Mohd Izzat. I am supposed to board flight 6049 at 10.40pm. However the flight was delayed to 01.50am and I totally disappointed with Air Asia customer service. There was no sms or email notification. There was no proper explanation by any of Air Asia staff. No refreshment for waiting of additional 3 hours. One short announcement then all of sudden, could hardly seen any of your staff - all dissapeared. Customers were left puzzled here at Senai airport.

Please be more professional in future. Please take a serious actions in improving your customer care.

MOHD IZZAT MD AZMI
[protected]
[protected]@live.com
Air Asia super duper disappointed customer.

Hello was struggling to make a payment booking a flight on my credit card, so I tried another card as you do. This seemed to save all the details I had imputed except the date of flight. I was booking for 30th of may from kuala lumpa to yangon! However when we received our conformation it stated that we were flying on the 30th of april, we immediately phoned the office in vietnam as that is where we currenly are.
This is where my aggrivance occurs, it stipulates on your website that you have 48 hours to amend flights. Which we did have at the point of phoning. However the customer service mans arrogant attitude that it was simply unlucky was infuriating. I expect a company such as yourselves to train your staff so that have a basic etiqutte in how to speak with someone. Furthermore he said that we cannot amend the mistake because it wasnt 48 hours proir however that was simply not the case. His responce then was to go to the airport or phone malaysia head quaterd. I did ask to speak to his manager who conveniently wasnt there.
I am really aggrived about the lack of help and feel that not only should he be reprimanded and given further courses to learn how to speak to people, that we should get a full refund as we have had to book another flight on the correct day. Also with your company.

Hi there,

I would like to raise a complaint in regards to unfairness service provided by AirAsia with the service on 8 April 2017.

I made a wrong booking which was the 8 May 2017 instead of 8 April 2017. However, I flew with 1 week in advance phone call confirmation with AirAsia. They confirmed the booking on the 8 April 2017 with booking no IFIBFS.

In front of the counter when I checked in they found me booked for the 8 May 2017. I was terrified and it wasn't at my consent that I made a wrong booking (I got prior confirmation from Air Asia via phone call). Then, I was told to make payment which is outrageously huge additional $819 for the departure on that time.

I got no choice since my son needed me to work on his school enrolment and residency application. Plus, the 8 April is my son' birthday where I almost never phisically presence for him. I have been away from family standing up right for my family situation and then I am facing such a bad bad treatment from Air Asia.

Kindly please consider my plead for a refund with the following truthfulness:
1. I am not solely obliged with my mistake because I made phone call Confirmation with AirAsia on 29 March 2017

2. I found that the booking no as IFIBFS is being used exactly the same for the same departure date which confuses AirAsia staff itself. There is such a major tendency that people will make the same mistake again in the future

3. It is not fair since my trip was for the family needs of my presence knowing I have been living away from them from such a long time and I have only limited time to arrange extremely importance things for my son's life

With all my respect I am raising this complaint for your kind review and fair justification and I am looking forward to a better service from Air Asia.

With many thanks,
Aylie Bunarta

Airasia x flight 776
Apr 19-confirmation #jwu3ne
Kuala lumpur kul
7:05 pm
Tehran ika
11:40 pm

I am demanding back aed 2562.17, which I had to pay for another flight that evening (please find attached copy of my new ticket, as well as the original one purchased on february 6).
Air asia crew denied me boarding saying that I need to have about $200 cash with me when transiting in teheren. I had another connecting flight from teheran the next day and was planning to wait on the airport for connecting flight. the crew said the law had changed 2 days ago! and they decided to apply it while I was getting on the plane, even though I bought my ticket in february when there was no such a law in place. it is entirely wrong and illegal to apply new law to ticket purchased 2 months before. no communication was sent to me from air asia about the new requirements and nobody informed me about any new requirements while checking in for the flight (if so, I may have had a time to withdraw the cash money before the flight). the behavior is absolutely not acceptable and I need refund of the above amount of money immediately. if I don't hear back from air asia within few days this issue will be raised for violation of basic human rights and mistreating be airline crew.
The air asia crew behaviour was unprofessional and unethical, and they left me on the airport with no help or advise what to do next.

Agnieszka mrowka

I spoke to 3 customer service representatives. The first one gave me an email address to submit documents for flight credit as my husband was severely injured and medically unfit to fly. I was told in 30 days I would reccieve credit for my flights.

The following two representatives completely dismissed me saying yeah yeah it will come in 30 days, but not to worry -didn't ask for my details to check in anything, just insisted I wait 30 days even though id heard nothing for weeks!

Finally right on 30 days no surprise there was no credit. I contacted a rep via live chat and she was the only one who asked for details and confirmed that the initial email address I was directed to was incorrect and there was no case in place for me!

I don't want a credit now. I will never fly air asia, the stress of this has been exhausting and being brushed off and lied to for 30 days! I gave over 2 weeks notice of cancellation I want a full refund for my trouble and your incompetence.

Since 21st february when i had to cancel flights with my staff because
My dad passed away i tried to get a reasonable answer from traveloka
And air asia.

More then 2 months!

Please call me today so i can close this case? +62 [protected].
Thank you.
Marjan van ravenzwaaij

Darling, this is the latest mail i have sent desperately to traveloka.
As i called air asia as well but i couldn't get trough, welcome blabla
1 for english, blabla...and connection gone again ! i left a live-chat
Message with my email and hp nr. because had to wait minimum 45
Minutes for reply. useless to say i didn't receive a phone call or
Email.

I think i am going to start a new business. courses of what is
Customer care in indonesia :)
What do you think? a big business opportunity :)

It would be great if you connection could help me further?

Love, love,
M

---------- forwarded message ----------
From: marjanbali
Date: fri, 7 apr 2017 10:03:28 +0800
Subject: fwd: case no: cas-[protected]-jlmp0d crm:0827672
To: traveloka support

---------- forwarded message ----------
From: "marjanbali"
Date: 7 apr 2017 09:57
Subject: fwd: case no: cas-[protected]-jlmp0d crm:0827672
To:
Cc:

Selamat pagi ferry,

This is the reply from air asia after 45 days! the validation 90 days
After cancellation :)

Again they ask me to send id death certificat etc etc they and traveloka
Received already many times.

And as far as i understand i will be the only one refunded. although i
Already many times explained that this was a work related outing. all staff
Couldn't and didn't want to go without me to jakarta as they had never been
Before.

I don't have twitter for a quick reply.
I am not going to supply them again with all info they and you already
Received!

Please please i booked trough traveloka so do your job!

Thank you!

Marjan van ravenzwaaij

---------- forwarded message ----------
From: "auto generated response"
Date: 7 apr 2017 02:44
Subject: case no: cas-[protected]-jlmp0d crm:0827672
To: "marjan karin van van ravenzwaaij"
Cc:

Dear ms. marjan karin van van ravenzwaaij,

Thank you for your feedback to airasia customer care.

First of all, we would like to express our profound sympathy of our guest
Loss family.

In this case, to show our goodwill, we only can provide airasia credit
Account known as credit shell, in order to return back the money you paid
For the ticket as a voucher for the deceased family (credit shell with
Cancellation fee) on the booking number: umzz6n.

Cancellation fee is applicable per person per sector. please visit
Http://www.airasia.com/ot/en/our-fares/fees-and-charges.page to check our
Fees information.

For your information, credit shell is a credit account as amount of the
Money on airasia membership account where you can use to buy another
Airasia’s ticket, and the maximum validity of the usage is 90 days (booking
Period), counted since the credit shell is created. you may choose any
Airasia's destinations at date(s) you desire, as long as the flight
Schedules and the seats are available on our website.

If the new booking is in higher fare class than credit shell, the
Differences must be paid by credit card. but if the new booking is in lower
Fare class than credit shell, you can keep the balance.
Kindly note that credit shell is only for online payment and it requires a
Member id.

We therefore would like to suggest you to resend your e-form provide us :

1. guest member id

2. the deceased's death certificate copy

3. family relation certificate copy for our supporting documents to
Prove the family relation between the all the guest and the deceased.

If guest does not have a member id, guest may register your email address
For free on our website at this following link,
Https://member.airasia.com/register.aspx?culture=en-ot.

Please resend your e-form and *select category customer request* and provide
Us with member id since credit shell can only be credited to guest’s member
Account.

We hope our information brings you a better view on this matter.

Should you need a fast response to your enquiries in the future, please
Follow our twitter account *askairasia *(http://www.twitter.com/askairasia)
Or visit our live chat portal at http://www.airasia.com/my/en/live-chat.page
.

Thank you for your kind attention and we look forward to see you again on
Airasia flights.

Warm regards,

Donna s
Customer care

To whom it may concern,

I am making a formal complaint about my experience with air Asia over the last 2 days. Yesterday I flew with air Asia from Manila to Kuala Lumpur, then to Bali Denpasar (flight QZ 559) as a connecting flight. After I arrived to Bali I soon found out my bag wasn't in Bali. I went to the air Asia help desk where the staff were quite rude & very unsympathetic towards my situation. They said they would try track down where the bag was & to quote one of your staff members "this happens all the time so don't worry". I thought this was extremely rude & dismissive as it doesn't put me at ease to think this always happens, nor is this an excuse & reflects very badly on your airline. It has really lowered my opinion of AirAsia after being a loyal customer & recommending the airline to a lot of my friends. After about half an hour of me waiting at Bali airport, the member of staff told me the bag was in Kuala Lumpur still & it would arrive at 6.30pm. He took down the name & address of where I was staying at assured me it would arrive that evening. He also said they would email to let me know when they received it. After waiting at my accommodation all evening for the bag to arrive, whilst still wearing the same clothes as the night before with no toiletries, etc, I received an email to say they need a telephone number of my accommodation because they didn't have a 'full address'. I replied within half an hour as soon as I could as the wifi wasn't great. I was then told that it was too late & the bag wouldn't be delivered until the next day. To me this is appalling service as it was the airlines fault this happened & they should have done everything possible to make sure I received my bag. I had to cancel my plans in ulluwatu because of waiting around for the bag & had no clean clothes with me. As I am only in Bali for 10 days travelling around the place I don't have time to come back to ulluwatu so I can't make up for the plans I had to go out to my dinner reservation that night. It has really put the start of my trip on a bad note & I was stressed all night & morning wondering if & when my bag would be delivered. Finally when I received my bag, I received no apology, even by email for the whole delay & inconvenience caused. Upon looking at my bag today I have noticed one of the wheels is basically about to fall off, the main zip has been ripped off & some parts have been ripped off the bags material revealing screws where the parts used to be, which is very dangerous now. I have taken pictures as well to prove all of this. I am now going to have to buy a new suitcase to replace this as I can't possibly take this around bali with a disfunctioning wheel. I am extremely disappointed with the lack of service & customer care that I have received from air Asia. I believe I am certainly entitled to compensation for this terrible experience & anxiety caused by the whole situation, as well as the damage to my suitcase which needs replacing.

I look forward to hearing back from you.

Nima Rad

Recently flew with Air Asia on flight AK187 from Macau to Kuala Lumpur and had a horrible experience, Our flight was delayed by more than an hour which is understandable as this happens regularly with many budget airlines.

What I couldn't understand though is why they refused to clean the plane prior to our boarding. As we hopped on the plane it was strewn with litter from the arriving flight. I realise that the flight was already delayed and the airline wanted to speed things up but It only takes around 5 minutes for 2 people to check a plane and pickup and leftover rubbish. The fact that we had to board and then sit with other peoples used tissues and plastic on the floor at our feet.

Horrible Airasia, not a low-cost airline, just a low quality one.

I was refused onboard at Kuala Lumpur airport to my Philippines flight just 5 minutes before the departure time(at the gate!) due to not having a return/forward flight from Philippines. The main issue is that when i visited the check in desk at the airport 2 hours before the flight and asked them "do i need to do anything else?", they didn't mention me about this return flight requirement at all. If I was reminded at that time, i could have a chance to buy a return ticket! Also, there was no working Internet at the gate for me to buy a return flight, and the employees were non-helpful at all, in fact extremely laid back and smiling, which made my frustration much worse.

Later on when i visited the customer service desk, they tried to sell me a ticket for the next flight which is 2 days later and demanded 200 USD more money. It was disgraceful and i refused it of course.

What made it worse is that even though i applied for a refund request (for passager fees) and a letter to confirm my refusal to onboard on the same day via their online form(e-form), i still haven't received any money or letter. My insurance company is now refusing to pay for it due to no letter.

I have flown with many low cost airlines before and have never come across such a bad company with a horrible customer service.

My advice, stay away from airasia at all costs!

Hello,

I am writing to report that your staff in Malaysia are not only incompetent and rude, but also effectively stole money from me today.

I am travelling to Australia with my son who will almost be two years old at the time of the flight. As he is very close to two he is much too big to sit on my lap or in a basinet, so needs a separate seat next to me. However, your website does not allow people to book a separate seat for a child under two. This in itself is quite inconvenient, as I have spent hours speaking to your “customer service” representatives over the phone and in person at a ticketing office, only to constantly receive different and conflicting advice on how to book a seat for my son.

Today (21 April 2017), when I attended your ticketing office in Bukit Bintang, Kuala Lumpur, I was told that I should first book my own ticket online and then return to the store so that I could purchase the extra seat for my son in person. I followed their instructions, went home and booked my ticket, and then returned to the store to purchase my son’s seat. I confirmed several times with the AirAsia staff member that what I wanted was an extra seat for my son to sit in (in addition to the one I had purchased for myself). They acknowledged they had understood and charged me 255RM for the extra seat (return, including credit card charges).

When I noticed on the receipt that there was no information confirming I had purchased the second seat, I immediately returned to the store and double-checked with them. The staff member spoke to their colleague and together they realized they had charged me for the wrong thing (just the extra fee for an infant to sit on my lap, not for a separate seat). They advised that I would need to re-book my seat and pay again for an extra seat. I was always happy to pay for two seats, but I do not think it is fair that I should be charged for the “infant fee” in addition to paying for his own seat.

When I pointed this out to the staff members, they were rude and dismissive and said that since the “infant fee” had already been processed they were unable to refund me the money or to give me a discount on the additional seat I was about to purchase. They instead tried to fob me off onto another store they said might help.

In addition, the earlier poor advice I received regarding having to pay for the additional seat in person cost around 100RM more than it would have if I had booked online. In all, the incompetence and poor advice of your staff in Malaysia has cost me over 350RM as well as several hours of time spent at the AirAsia office, travelling to and from the AirAsia office, and on the phone to AirAsia “customer service” staff. I understand that AirAsia is a budget airline and I also accept that mistakes happen. However, when AirAsia makes a mistake and charges me extra money erroneously, I would expect them to acknowledge that mistake and reimburse me. If a waiter at a restaurant made a mistake with your order and charged you for a meal you didn’t order would you expect to have to pay the price?

All I am asking for is a refund of 350RM. I would also recommend you give your staff here some kind of customer service training, which could have made the whole situation much less frustrating.

I expect to hear from you shortly.

Rhys Forsyth

Subject: re: case no: cas-[protected]-6khy89 crm:0641191

Hi

I had booked flight from bali to delhi. The bali to kl flight got delayed, due to which we missed the connecting flight from kl-del

The ground stafg told us that the next connecting flight to delhi is in two days. He however said we can take the kl to hyderabad flight and then take a connecting flight to delhi. Since we all had work the next day we agreed and booked ticked for hyd - del at our own expense. As soon we reached the boarding gate to take the kl - hyd flight the staff told us that the luggage would not go on the flight and we are not sure when it will reach the destination. How could we risk the luggage and fly? Air asia had to take some responsibility! They acted like they were doing favour by giving us a flight! We bloody paid for the ticket and we werent travelling free! We had to cancel our hyd to delhi flight for which I had to bear 5600 inr as cancellation charges for two tickets. I need a refund for this ticket!

If I agree to book my flight on my own cost, the airline cant disown the responsibility for my luggage reaching the destination safely!

I had to bear cancellation charges for my flight, which I booked because of ur flight delay. The ground staff refused to assure that my luggage would reach destination safely!

I need a refund for the charges of 5500inr borne by me.

I had to miss my office, and my salary would get deducted for the extra leaves! I have suffered losses because of ur delay. Delay happens but not for two days! A few hours is still acceptable! You cant ask the customer to stop his life because u dont have a connecting flight! I had paid air asia to make me reach my destination on the scheduled date and time!

Please refund the money or I am gonna take it up further on social media and post this reply sent by you! The world should know how you treat your passengers for flight delay caused by your own shortcomings. Stranded at the airport for 6 hrs and instead of making our stay easy, your staff was negotiating as to what all they can provide us. They didnt even offer basic water and there was no shop nearby to buyy water from!
There are elderly people, kids how do you want the passengers to survive?

Worst airline ever!

I need a refund asap!