AirAsia
Reviews and Complaints

My booking no. ABBYHI. My family and I were given the wrong seats for the flight back from Gold Coast to KL on 19th of December. We bought the Hot Seats as well as the ESO (extra seat option from Option Town). However the boarding pass issued for the 4 of us were 32G, 33C, 32K and 32C. They were normal seats. When we boarded the flight, there were other passengers seated on the seats next to the seats mentioned. We informed the crew Purser Sharifah Shaheera and Puteri Eleeza regarding our purchase of the two seats Hot Seats and ESO and asked them to check why we weren't given any of those seats. The seat nos of the Hot Seats that were stated when I bought the tickets were 35B, 35C, 34D and 34F. The agreement was if I dont get the ESO then the Hot Seats would be made available to us. As neither was given to us, I refused to be seated until they resolved it. Then Puteri Eleeza and Sharifah Shaheera apologised to us and said Air Asia made a mistake and that they will ensure that we get refunded. They assured us that they will assist us in resolving the matter and asked us to be seated elsewhere. My family and I were separated. We trusted them and sat on the random seats provided. My seats were given away to other passengers who did not pay for them. I booked this flight and paid to be seated with my family which I was denied.
When I made a report to Air Asia and Option Town the next day, both denied my request and said that based on their checking no such incident took place. They said all passengers were given their seats. The Option Town staff Max even excused me of lying. I am pursuing the matter with Mavcom now. I just want to inform all passengers, please do not trust Air Asia personnel. They are not trustworthy and have no integrity.

Hello Air Asia

I am unfortunately writing to complain about the trip I took from Phnom Penh to Jakarta on the 29th January 2016. I arrived at the airport three and a half hours before the flight as three hours was the specified time to arrive for international flights and I like to be careful. I waited and waited in the entrance to the airport only for the check in desk to open only one and a half hour before the specified flight time. This is not ok. When I complained - it sounded to me like this was standard procedure and should therefore be advertised to the customer beforehand. It was an uncomfortable two hour wait I'm the early morning.

I was then told by your team that I could not board without a return flight. I explained to them this is always the case with countries but I have never had an issue before as a traveller. I have never overstayed my visas which can be seen in my passport and I explained that if I was questioned on the border I would buy a flight while I am there. I even offered to show my bank balance as proof I am able to do so. No other airline has yet made me purchase a ticket even though this is generally always a requirement, definitely for Thailand which I visited first! The reason for not buying a ticket was as I was unsure of my plans as Indonesia is a big country and it didn't make sense to buy a return as I was not exactly sure of how far I would get across the islands. Then being forced to buy a ticket and quickly due to the late desk opening I asked for a number of airports, which they could just not find on the system. In the end and in a panic, I said "fine, just book me a flight from Bali". On top of this your staff were rude and unhelpful and it felt they really couldnt care less about helping me get the problem sorted. I am now in a position where I am going to have to use two days of my thirty day visa to travel back across a large portion of the country to go back Bali (where I have just left) in order to get my flight on the 27th, I can't afford to fly Ito Bali and out again. I have subsequently spoken with other travellers who did not have return flights, and as I suspected, none of them had any trouble with their airlines or on the border and are now free to roam until the book their flights out of Indonesia.

On your online system, I was made to pay for priority boarding as there were no seats left. This was annoying as its just another extra on top of the price that I shouldn't have had to pay, just so you can fill priority boarding seats - which are not needed when you everyone has seat numbers anyway? Then, they didn't even do priority boarding! They just boarded everyone at once. So I paid for something I didn't even receive.

When I finally arrive in Jakarta. I had a message saying my bag had been left behind in Kuala Lumpur. Your staff here were helpful but the bag did arrive late back to my hotel which prevented me from getting out of the hotel room that night.

Overall this one flight caused me great stress and led me to pay out lots of extra money I did not need to pay. And I will now waste time travelling back across the length of the country and spend who knows how much on getting back to Bali. What I would really like after all my hassle is to be able to change my flight on the 27th to a airport better suited to my plans and if not get some refunded money to pay for my travel needed to get back across the country.

Many Thanks for taking the time to read this email. I don't like to complain but the whole process left me very upset and angry so I felt I had to.

Kind Regards
Hannah Mead

I'm aware that airasia has a prior 48 hour policy to modify a flight. I used the akrasia app to change the date of my flight and the time was clearly more than 48 hours, however there seems to be an error in your app as i could not click on the tick button to complete my modification of my flight. I do not have my laptop with me at that time as I am away from home. This is the reason for me missing out on the 48 hour policy to change my flight. Is there anything I can do as it is clearly an error of the mobile app. Many thanks, Adam Chua

D7214
AirAsia X Booking Reference: TFD34S
Adam Chua Ping Rong

I reply the below email from AirAsia Refund Support Team at 20 JAN 2017 already but until now no receive any reply or refund.

With regards to your refund request for booking number < TFTLGM>, kindly furnish us with passenger bank account details for us to expedite the refund.

Details required as per below:

1. Saving Bank Account Number - (must be passenger) english languange

2. Saving Bank Holder Name - (must be passenger) english languange

3. Bank Name - english languange

4. Bank Branch - english languange bank adress

5. Country of Bank -

6. Swift Code (Mandatory) - must be fill up

7. IBAN Code ( England / Europe / UK only ) -

8. IFSC Code (India only) -

9. BSB Code (Australia only) -
10 Sort Code (GBP Currency Only) -

Should you have further enquiries, please refer to our website by following this link:

http://www.airasia.com> select country > select language > Help & Info > Contact Us.

Thank you for your cooperation and we look forward to serve you better in the future.

Best Regards,

Syaidatul Hafiza Bt Noorzizan

AirAsia Refund Support Team

On 11Jan 2017 I thought I had booked a flight for 2 of us from Don Mueang airport, Bangkok, to Surat Thani, for 26th Feb, so an internal Thai flight.
I received no e-mail confirmation and no money was taken from my account. I made a complaint to Air Asia and was told by e-mail my booking (TGRLJP) could not be found. I thus had no evidence that the booking had actually been made.

On 15 January I therefore made another booking (NED JRV), this time becoming an Air Asia member. I could then check on the website, and found both bookings listed. Soon afterwards, one payment was debited from my account.

On 17 Jan I had a webchat with a customer service agent (waiting from being no.77 in the queue to no.1) to cancel one of the bookings and she directed me to the cancellation form, which I completed. I received acknowledgement of receipt on the website but nothing further happened.

Subsequently, I completed the refund form; again acknowledgement of receipt but no action.

The second payment then appeared in my account but for an earlier date, whcih seemed strange.

On 5th February I submitted a new complaint to try to get a cancellation of the 2nd booking and refund and have been in daily correspondence since then. Complaints are answered by MakeMyTrip, India. A different person answers every day and the response is always that they can't locate the booking, despite my having supplied all relevant information requested. My question asking what more is needed to obtain the cancellation and refund has been ignored. I want the 2 extra seats to be available to others to book as well as obtaining a refund for myself.

Dear Sir/ Madam,

This is Shijoy Mathew, currently reside in New Zealand. My registered email address is [protected]@gmail.com, registered phone number is +64 [protected]. Air Asia BIG Member ID :[protected].

I am writing this complaint to express my deep dissatisfaction for the bad service I received from air Asia regarding my flight fare due to date change. I am really hoping that I will be getting a good resolution.

I flew to India with Air asia for the first time in my life on 9th January 2017. The service was good. I was very happy with the flight fare and the service / information I received. Many friends asked me about in flight condition and overall service at Air Asia and I highly recommended it at the time.

I wanted to travel back to New Zealand with my wife and 6 month old daughter. Since I was happy with Air asia, I did not think about any other air lines to travel with. Since I did not have a laptop, I contacted air asia contact center in India to book the flight ticket. I had already checked the flight fare using air asia app on my mobile phone. Person was very helpful and I booked the tickets and I was informed that I could pay using debit card.

I tried making the payment using my debit card, but it got declined twice. So I contacted air asia back regarding this issue. The person on the other line spoke with his super visor and confirmed that the Air Asia server was down and I should try after two hours. They also extended the time limit to make the payment. I tried again and it got declined. I called my bank and they said that there was no problem with my debit card or fund. Hence, I called Air asia again. Just like the previous time, the person spoke with his supervisor and confirmed that the air asia server was down and I should try to make the payment after some hours. They also asked, if I had an India credit card. Since I did not have an Indian credit card, I could not use this payment method. I had an international credit card. But they said that I could not use the same.

This situation continued about four or five times. Every time I rang, they blamed the server and asked me to make the payment after few hours. I had to spend many hours on the phone. Finally, I got a message saying that I could not complete payment since it got declined more that 4 or 5 times ( i can not recall exactly).

I called Air asia in India again and informed about the same. The lady on the other side told me that the booking I made would be cancelled and she could not extend the time limit. The only option available was to make another booking. But the flight fare had increased. I was not happy about this. Because I only did what I was told by Air Asia staffs. (You may please review all the telephone conversations. I hope this was all recorded!). They did not mention that I could only try so many times. I should also say that this conversations went for hours till about 1 am.

Anyway, I was willing to accept the higher fare and I made another booking. But my payments were getting declined again. I made multiple phone calls and I got the same reply ( that Air Asia server was down). I arranged one of my friends to go to the Kochin air port to make the payment physically. He made the payment and the booking was confirmed. WHAT A MISSION, , AFTER ALL.

The story does not end here..

Since I was travelling via Gold Coast (Australia) and I was holding an Indian passport, I had to take a transit visa. One of the requirements to apply for the Australian transit visa is to produce proof of Itinerary. I went to Kochin to apply for transit visa and I tried to get the travel itinerary emailed using AirAsia mobile app and a computer ( by logging in). But email never came through. So I decided to call Air Asia again. I was on hold for long time and I was getting late to get to the office to apply for transit visa. (they close at 4pm). So I googled for the contact number for Air Asia sales center at Kochin. I spoke with a lady and she said that the server was down again so I should call back in 15 mnts. I did so.
This time, I spoke with another lady and she said that she would send the same in 10 minutes. I waited for 15 minutes and nothing came through.
In the end I logged into my air asia account and took a SCREEN SHOOT.
I submitted the application for transit visa.

The worst is yet to come.

I booked the ticket to travel on the 7th of February 2017. Since, my daughter, Rheanna's transit visa did not come through, I had to postpone the travel date to the 10th of February. Since, I had choosen Premium Flex, I could change travel dates upto 2 times with out penality. I had to pay around INR7000 more to make the changes.

I received an email from Australian high commission to send the updated travel itinerary to process transit visa. I sent the same. Due to miscommunication for VFS (agent who takes transit visa application for Australian high commission), I was under the impression that we were safe to travel on the 10th of February 2017. But when we reached at the air port, they confirmed that my daughter did not have the transit visa. So we could not check in. I decided to change the travel date immediately. Air Asia staff at the counter asked us to deal with a senior staff (or a super visor). I checked the flight fare for the 11th of February using my air asia app and it was around INR 45000. It was around 5.45am that we came to know about this. We had enough time to make the changes to our booking without penality. Anyway the Air asia staff asked us to wait and she went away. When she came back finally, I asked her that needed to make the date change and she said that I had to pay a difference of INR 22000 to make the changes. She started serving other passengers and went away the second time. I started panicking as time was running out. When I checked the fare on air asia app, it was around INR 45000. When this lady came back, she said that there was no other option other than making a difference of INR 22180 ( roughly). She made us wait for long time. We were told that the time was running out and if we do not make the payment immediately, everything would be cancelled.

I had to borrow the same amount from my father in law who came to see us off and made the booking. I was deeply disappointed by the behavior and the attitude of the staffs. I did not have to pay such a big difference when the fare was much cheaper on air asia web site/ app.

I checked the fare again at 3.35pm on 10/02/17 and it was INR 45116. I have taken a screen shot of the same and will attach with this complaint.

I am now looking for a good resolution for all the troubles I had with Air Asia and I would like to get a refund for the excess amount.

I
am really hoping that I will get a proper resolution and taking my time to write this was worth doing.

Thanking you for your consideration,

Shijoy Mathew

In the past week I have travelled with AirAsia Philippines branch on three separate occasions and have had problems on every flight! The flight details are as follows:

Manila - Cebu 03/02/17 Flight no Z2 783
Cebu - Manila 08/02/17 Flight no Z2 764
Manila - Puerto Princesa 08/02/17 Flight no Z2 430

My first flight was delayed by more than three hours, resulting in my onwards travel arrangements to have to be cancelled. We arrived too late to continue travelling to our final destination, so had to pay the cost of a hotel for the night, and lose a night in our pre-booked accommodation at our final stop. Not only this, but as we had already passed through security, we were stuck in the tiny departures hall at Manila airport with more than 1000 other people whose flights had been delayed, with no air-conditioning and no food as almost all of the shops had sold out!

My third flight was again delayed, resulting in having to rearrange my onwards travel plans again. Although I did receive an e-mail the evening before to inform me of the delay, I had already arranged transport from the airport which had to be cancelled. This is difficult to organise without a local phone number, very limited wifi where we were and no knowledge of the local language.

Of all three though, my experience with the second flight was the worst. Although this one did run on-time, I collected my luggage to find a huge 15cm rip in the material on the top of my backpack. The backpack was also filthy and on further inspection inside I found that some of my personal belongings had been damaged - including a mirror that had been completely smashed and my toiletry bag broken which of course had resulted in cream leaking everywhere. I had also had my raincoat stored directly under where the rip was, which of course had been ripped too. The backpack had clearly been dropped or thrown to cause this damage. I suspect the gash on the top was either caused through mishandling or perhaps getting caught on something - which is annoying as I had requested one of the huge plastic bags, (that are provided at almost every airline and airport I've ever flown with) upon check-in, and was told that there were none. I asked a member of the ground team at Manila airport to help me with the problem, as I had to check my backpack onto another flight the same day (See above) and didn't want the damage to increase. She told me again that they do not provide plastic bags for backpacks and simply stuck a 'fragile' sticker over the rip, which of course was barely still attached by the time I collected my luggage in Puerto Princesa. The backpack was bought only 6 weeks ago, so there is absolutely no 'wear and tear' on it whatsoever, aside from the huge rip in the top now.

I have flown with AirAsia many times in the past across various Asean countries and have never had any problems - however AirAsia Philippines has been a real disappointment, particularly as I had recommended it to my travelling partner for this trip.

I hope this matter will be addressed as my partner and myself will certainly be looking for an alternative airline to fly with on our next visit to the Philippines.

We are flying to Sydney with AirAsia from Manila in a few days and really hope we will have a better experience.

Itinerary number: p1gt2pfyp airasia: yivykw

I booked a flight on air asia from langkawi to penang on saturday the 28th of january 2017 at 09:55 and was not informed at all that I will be charged for my baggage. I was exorbitantly charged over 300 malaysian ringgits for 2 bags.

On an otherwise great trip to malaysia this was a very unfortunate and uncomfortable incident that left a bitter taste in the mouth. Please arrange a refund for this amount.

Hai, date is 7/2/2017, This is Nisanth, i booked the flight to Hyderabad from Macau, the right timing of Macau 3:50 pm but the flight was take off in Macau at 1:45 pm and I reached to Malaysia airport and I been to transfer counter and given them my old boarding pass, because 7/2/2017 I have the connecting flight from kulalumpur to Hyderabad due to flight delay I didn't catch that flight they said wait we will call but I am checking since from 1 hour I didn't get any reply from them, so please kindly solve my problem I am too tired because of long waiting.

Thanking you,
JayaNisanth.

Can anybody tell me, my flight is 12:10am on 8th . When I arrive 10:00 pm on 7th and waiting for queue to check in, until 23:02 there are still over half of the passengers still waiting for check-in, please check your system on Kansai airport Counter E12-22. I flight over 10 years never see such a slow working system and I even don't know what's going next with 12:10am flight on 8th.

My family and I flew on flight ak8335 from colombo to kuala lumpur on the 5th of february at 2315. This is a very recent incident which took place on the plane. As we boarded the plane and got to our seats, we realised that a man sat in our seat and due to that it caused a haul at the aisle.

The job and responsibility of an air hostess is to help the passengers and settle the problem. But what did the lovely air hostess do? Nothinggg! Instead they told us to make it quick because other passengers were waiting. I want to ask you. What is this? Do you train your staff to handle problems this way? Your personnel just stood there and put on a very very fake smile and told us to make it quick! How dare they say that to us who have paid thousands to your company and such unsatisfactory services are provided!

Well, they may look all fancy in red but they certainly do not know how to treat the passengers on the plane. We are not happy with this treatment at all. It was very rude of them to tell us that. If they are not interested in helping out then I suggest they should leave this job because I bet you there are many people out there who are able to do a much better job then them!

But, it does not end here! We are vegetarians. How could you even think of giving us a complementary chicken pastry when we have ordered a vegetarian meal? It does not even make sense. Also. You only have one vegetarian meal to choose from the menu. Do you expect us to eat the same meal twice? You cater so much for the non-vegetarians and their needs but not the vegetarians. Are you that ignorant? Are you people living in a stone age?

You are printing money every second and you provide us with such services. This has got to change big time! You want us to fly with air asia but you cannot even keep your passengers happy. You better take this complaint seriously and do something about it!

Arrived in Hongkong on 5th Feb 2017 10:00am. We have 4 bags and 1 was missing( our main baggage). We came here for vacation with our 3 yrs old son. This is our last stop before going back to UAE to return to our work. This is our first time with Air Asia and our experience is unacceptable. After filling up the form for lost bagge in hongkong airport, we did not receive any feedback on the location of our baggage. They were unable to inform when we can receive our baggage and where is it. No appologies receive from airport or airline personnel.

We were supposed to have our flight back to my country on 31st January 2017. I was with my elderly parents for the same Airasia Flight AK272. Prior to waiting in line for a long time to check in all the luggage, i saw the gate no for this flight is L5. When we finally check in our luggage at the counter, I asked the Airasia personnel, a lady with a glasses, in regards to our gate no. She kindly informed us it's P13. Then, I looked up again at the screen that the gate no for AK272 is L5. Before the immigration, I asked another female Airasia personnel which gate we should go to. I even asked her why is it different from the stated written manually by the lady from the baggage droppage counter and the one on the screen. Which one should we go to? Again, this other lady informed us that we should go to P13 and so we did. Fifteen minutes to almost our departure time, I heard the announcement that the AK272 call for L5 gate. Certainly, I am not pleased to have been misinformed as such. I understand that it was not appropriate to be furious to the other male personnel of Airasia at gate P5 but still, it was unacceptable that I have asked two of Airasia personnel regarding the gate no and they both stated the same thing. Thankfully, one of the male Airasia personnel, a great and helpful employee accepted us to board on the plane on the very last minute. I was furious at him too but he informed us that he would try his best to do whatever he can. God knows, how thankful I am to have his service.

The possible reason that this incident happen could be due to technology miscommunication. If this is the reason, the please update all the information in the system particularly the baggage counter. Kindly please do something to resolve this issue so that it won't happen again to other customers who are rushing to go back to whichever their destination is. Especially, those with elderly people. Don't make them walk around fast that far from P13 ground area to L5. We could miss our flight at that time due to this one simple mistake. Again, please resolve this issue among your employees. Just because this is a low-cost carrier airline with a motto that "Everyone can fly" that doesnt meant that you should give a poor service to your customers.

Bad attitude when handling situation. Irresponsible and lazy not helping for arranging carry on luggage. Hiding behind the divider infront of hot seat n only watch ppl struggling intended to upload carry on luggage. Act like a useless flower pot. Only one giving kind helping hand which I didnt get her name but she is the tallest among all in this flight. Ak6115 4 Feb 2017 penang to kl timed 1455

Dear airasia,

On the 31/1/2017 tuesday, airplane ak718 was scheduled to fly from changi airport terminal one the flight was delay for one and the half hour. This cause me missing my train on my transit back to my home town. I am not given any alternative or solution. I am left dumfounded on in the airport without given even a reason of delay. I had to stay overnight in kl causing me miss precious family time with my family. As we know this is a festive season, I miss the opportunity to gather with my family and extended family which only come once a year. I am a loyal customer to airasia this is really disappointing with the service level provided by airasia. I will be expecting a call from airasia to clarified what did happen and an apology or further explanation on this. Do contact my sg number 65-[protected], email : [protected]@hotmail.com as I don't expect another disappointment from my go to favorite airline.

On 26th January 2017 at 12:06 pm I have made payment for booking number ME5M8F to Hong Kong AK 130 for 2 person departure at 1625 hrs, made payment amounting to Rm 1318.00 via my RHB Bank Visa Card no [protected] after the payment made I did not receive any booking confirmation and itinerary from Airasia to my email.
Due to the urgency to get the 1625 hrs flight on the same day I did another booking to the same destination by booking number CCG7TL and made another payment RM 1318.00 via RHB Bank Visa Card no [protected] card holder name Aina Yasmin (my daughter) and successfully received the booking confirmation and itinerary through email.
After checking with my bank account i found out that the first booking MEM8F has deducted money from my bank account for RM 1318.00
On the same day I have lodge this complain to your twitter customer service .
On 27th January 2017 (Friday) at 2:43pm Airasia sent the booking confirmation and itinerary for booking number ME5M8F which is meant for 26th January 2017(Thursday) 1625 hrs flight . I requested Airasia to refund the double booking for ME5M8F as soon as possible.
This is due to your online system inefficiency and not reliable thus I have to made this double payment.
Enclosed the proof of payment and the booking id for your reference.

I would like to make a complain about this two Korean air stewardess name Stella Jo and Blair Lee on the flight D7505 from Incheon International Airport to Kuala Lumpur International Airport 2 on 29 January 2017. I noticed that they give good service with one Korean passenger sitting on hot seat and upgraded her to the front seat and follow her request to have double empty seats just behind the business class because the passenger told she was not feeling well. And this conversation between the stewardess and the passenger was heard by my friend which is sitting near to the place. I was also not feeling well and was vomitting throughout the journey and they did not notice me. Then, when dinner is served I delayed my dinner and ask one steward to keep my dinner as I was vomitting too often. Then when I was feeling better I ask stewardess Blair Lee to serve me but she said that I had taken my meal and did not even confirm it first the steward. So I reported it to the head stewardess and just then I got my meal. Another problem is the stewardess name Stella Jo was shouting at a distance when my nephew just started his dinner because he was sitting on the empty hot seat. She could have told him politely but she shouted. I also found that the empty hot seat that the lady left was sitted by a Korean little girl and the two stewardess just kept quiet. This is very racist and double standard and it seems that they do not like Malaysian passengers. Please consider this rude and double standard attitude of this two Korean stewardess towards Malaysian passengers.Thank you. Attached here is the picture of the stewardess name Stella Jo and the picture of the Korean little girl sitting in the hot seat area.

To whom it may concern,

On the 27th January 2017 I tried to book a online flight with airasia from Yangon-Bangkok for 28th January 2017. The transaction stated that an error had occurred and that the transaction had failed. I tried again and it stated the same as above. As the transaction failed and my ticket was not confirmed I then proceed to book a ticket with another company in order to make my journey from Yangon-Bangkok. However I have now been charger for two flights despite the fact the the website states that both transactions had failed.

It is clear that there is a fault in the online stystem, and therefore this is a fault on behalf of the airline and I am now requesting that I receive a full refund for both flights.

Yours sincerely,

Holly Anketell

To whom it may concern,

In a flight to Bangkok (AK 888), I had pre-booked an item but was not given the item I purchased during this flight...

Below are my details:-

Booking number
QCWUPL

ADD-ONS
Flight 1: Kuala Lumpur Bangkok - Don Mueang
Ms Ruzeti Emar Mohd Rosli • CLINIQUE All - In - One Colour Palette • Seat - 5E
Flight 2: Bangkok - Don Mueang Kuala Lumpur
Ms Ruzeti Emar Mohd Rosli
Ms Ruzeti Emar Mohd Rosli • Carbonated Drink
• Checked baggage 20kg • Vegetable Pasta with Roast Chicken
• Seat - 6D

In this connection, please can AirAsia flight attendant AK 883 on Monday (30 Jan 2016), give me my pre-booked item that I was supposed to received on flight AK 888.

Otherwise, please arrange to send to my home accordingly.

On December 20th, I took a flight from KK to Beijing, with a connecting flight in KL. My baby stroller was left behind in KL airport, and was not send on time to Beijing, as I have (16 hours after my arrival to BJ) my flight back to Buenos Aires with Turkish Airlines. Finally, it was delivered to Buenos Aires via DHL but instead of being paid by the sender Air Asia, as it was the company's mistake, they pretended to charge me an amount of money for it.
After more than one month sending emails to HADIF OTHMAN BIN JEDI and not receiving a positive reply, and all the disadvantages of not having my belongings caused to me and also hurting my work, I decided to write this last email to the company before taking legal action in the case.
Please I am asking to an urgent resolution of my problem caused by the airline.
Looking forward to prompt reply,

Sincerely,

Analia Carreño