AirAsia
Reviews and Complaints

On our recent fight from HKT to BKK Phuket to Bangkok we pre-booked meals for our return flights. On the first flight on 29th November 2016 HKT to BKK my daughter and I had consumed nothing up until our in-flight meals. Thank goodness my grandson was asleep. By the time we had reached BKK my daughter was feeling ill. On arrival to our accommodation, my daughter spent the next few hours and evening having both vomiting and dairrohea. I also within a few hours of arrival followed suit. The only reason this would have taken place was food poisoning from our airline meals. This ruined our few days in Bangkok as we spent the first day and following day either in the bathroom or avoiding food. We refused to accept the pre-booked meals from BKK to HKT it was not worth risking the ill health. I would like to be compensated for all meals booked. This was such a terrible experience and although we raised the issue while in Thailand with Air Asia staff we were told to make a complaint online.

AirAsia
Your booking has been confirmed.

Your booking has been confirmed.

Dear Jourdan Piacun,
Thank you for choosing AirAsia
You could have earned
178 BIG points
Your booking number is:
OKGSMA

Regards

Jourdan Piacun

Dear Air Asia

Date of incident : 9.10.2016 @9.35am
Booking No : adfkfc
Passenger Name : Ms Joo Hong Ding

Details of Incident:

I would like to get compensation for 1 out of 4 of my luggage wheel went missing during my travel back from Seoul to KL.

Please be informed that I had purchased of 1x Air Asia Travel Protection amounting RM50.00 for this claim.

Appreciate if could get immediate feedback from Air Asia regarding this issue. Please call me at [protected] or email me at [protected]@kyoumei.com.my should you have any queries regarding this claim.

Thank you

I received notification on 2 october that our flights from phuket to melbourne had been rescheduled and that we could get a full refund. I sent a request the next day and received an automated response. I didn't hear anything for a month so I sent another request asking where my refund was. I also called the help centre and got no help. A few weeks later I sent another request and called the help centre again. A week later I received a notice the matter was being reviewed and I would get a response in 30 days. So today which is well past this last 30 day promise and I still have not got a refund. I called the help desk yet again and they said they have escalated twice but that's all they can do.

I feel devastated that I cannot get a resolution on this matter. Air asia has had my money since april. I didn't cancel or change the flights. Air asia changed them and they offered me the refund, yet I have had to apply for the refund.

Case letter references.

Cas-[protected]-jz7s6f
Cas - [protected]-qzbs5t

Hi,

I want to inform you about the incident which happened with us last night at sydney international airport. I could not get proper topic so writing under this only

We boarded flight no. D7220 from kuala lumpur to sydney, pnr - kcdjty.
When we went to baggage collection belt, we found that one of luggage (Grey suitcase) was found damaged and opened from both ends with only a belt wrapped around it.. We also found that few of the items (Cosmetics) were missing from the luggage.
We tried to complaint about it at the airport but the officials have gone by that time and there was no one whom we could give our complaint.
We request you to please look into this matter on priority and help me to take suitable action by refunding us the the cost of broken suitcase and missing cosmetic items. I am following up with airasia also. This is the worst incident which happened to me first time.

We were coming from pune and changed, rechecked in baggage twice. Did not face any issue.

Now aisasia is not taking any responsibility even not bother to reply with the reason that why they opened my bag forcefully.

Regards,
Disappointed passenger

Customer Buggy service personnel are busy, smoking (even though smoking is not permitted inside terminals), texting or chit chatting with fellow personnel instead of picking up customers/passengers waiting for their service.
Elderly women & mento be taken to immigration waiting after getting off the planes are not being provided this service.
WHY?
Accountability in this matter is important.
Does Mr. Fernandez know this is happening?
If not, I am more than happy to tell him for he is my neighbour.

About cabin crew: ms. Abha
Flight: air asia i5 775
Booking id kiu36d
Date 18 nov, 2016
Boarding time 11:35am

We five people were travelling from delhi to goa. While I was feeling dehydrated onboard, I asked her who was in my reach for a glass of water to which she refused. I thought it was because she was busy with her distribution work and serving other co passengers. After I could not bear the headache and soar throat I rose from my seat reached out to her and pleaded her to please allow he me have a glass of water to which she ignored I again requested and with rude and arrogant gesture she hands me a small glass of water and asked me to buy a water bottle. To this I acceded but now she refuses to that request also because she can only serve me when she brings the catering trolley nearby my seat, no matter even if I die out of thirst. Now a co passengers who were sitting in front of me requests for a glass of water now she comes to serve them while I was already in a trauma I lifted a glass from the tray and drank it all and guess what she scolded me and humiliated in front of everyone "apne aise kaise glass le liya jab jab turn aye to water bottle purchase kar lena ya 100 glass water k le lena de dungi". I was astounded the way she said that, I was taken aback, I explained her that I am going through dehydration headache and crunches to that she was so cold that she literally made a face and ignored. I felt so ashamed like what have I done to her, if someone aboard is sick are they not there to assist them or help them. Spoiled all my fun of vacation. I returned to delhi yesterday with an indigo flight and felt how untrained, ill mannered, insensitive and uncivilised the air asia crew is. Request you to please train your staff especially how to deal with a person who has some medical issues. They are not there just to wear make up and to faunt but they are there because they have to assist people in case of any emergency. I wonder if someone had gone through a heart attack the crew was so novie that it could have proven fatal. After that my friends asked the other crew member for juices and ice tea for me, though I was feeling so humiliated that I did not want to have it at all but still on their request I drank it.
I want a capa plan against the crew member. I want to have the documents if she is trained at all if she is. Otherwise I will file a case in consumer court.

Hello, I booked a flight and realized as soon as I booked the flight that I made an error in my name. I put my first name and then my family name 2 times (as I was in a hurry because the site times out quickly), instead of writing my first, middle, and family name. within an hour of booking I immediately tried to call and correct the name so that I do not have problems flying, however they refused to help me. Clearly (considering is says the same name twice) this is a mistake. Because I am English speaking and my name is more than 3 letters they said there is nothing that I can do. Chinese travelers would have no problem because many of their names are only 3 characters, but because I happen to have a longer name, I am not able to make a change. I even have the booking linked with my Air Asia portfolio where my name and passport # are listed, so they should recognize this is a mistake. I asked if I could cancel the flight (paying a cancellation fee) and book another flight with the correct name and they said no. No compromise, no empathy, or consideration. Every single Business in this day and age is customer service based, and I am extremely disappointed with the customer service and help that I relieved. This is by far the worst Air line to deal with. It does not offer any help, advise, or compromise in any situation. I will be taking this further

Dear sir / madam.
Ref: damage luggage
Flight: ak 5118

I flew with your airline trip k. lumpur to k. kinabalu 27 november 2016, departure time 1615. I am really dissappointed with your baggage service. the image attached shows my damaged luggage. I was shocked when I received my luggage. most of my clothes are wet n dirty. I undestand that the baggage transfer process should be done quickly, but please do handle them properly to avoid any losses on your passangers. kindly investigate this matter to avoid this bad incident happen again to other passangers. as customer, we are totally trust your company in providing such a good service when we fly with yours. kindly take action regarding this matter.. best regards.. zahrah

Worst service
This was a case of 26 nov 2016. I had a flight from bengaluru to new delhi whose departure time was 9:10pm instead I reached the airport at 9:05pm. Due to this I cancelled my ticket. Then today i. E, 27nov I got to know that the flight got departed at 9:50 pm. This was a shocker for me. Also I called at the company customer care on my way to the airport and asked if there is any delay. They said no. Also no official message came from the company about the delay.
Since I had a train on next morning it was importent for me to board the next flight which cost me 9000 rs!
Really? Is this the way to handle such situation.

Dear, manager of airasia

My name is sawapat phongdara. I am deeply disappointed with after-sales service of air-asia. I have always thought that airasia was the best low cost airline but after this situation, i'm not sure that I would think the same.
I and my friend (Rotjanee pithakkhumpol) have planned our schedule and booked a flight two months before the departing day.
Departing flight that we booked from hatyai to chiangmai was on 11th november 2016.
But return flight, we booked separately.
My friend booked a flight return to hatyai on 13th november 2016 (Udq3pf). The flight was reschedule 3 times! As you can see from the picture I sent. Airasia cancelled the flight only 20 days before the departing day! We were in a hard time finding new flight from other airline and reschedule our job.

We didn't even blamed you from cancelling the flight, we tried to understand. Then I called airasia call center straight away after recieving a massage (20 october 2016) for a refund. She told me to do a refund form on website. I did as she told but I didn't recieved any email confirming from airasia. So I called the airasia again for checking and making sure if I completed the form or not, she told me everything is completely done, the refund will be done within 30 days.

I have waited for 20 days and called airasia callcenter again, call center told me that it was in a process, the refund will be surely done on time.

I have waited again

Today (5 days late from the deadline) , I still don't recieve the refund yet. And again I called the call center, she told me that I didn't complete the refund form and I have to wait for 30 more days!

So disappointed that
1. Airasia canceled the flight (I didn' cancel) but there was no responsibility from airasia
2. I have to be the one who called the call center, no concerning call from airasia at all!
3. I have called and done everything but still didn't get the refund yet!
4. I still have to wait and have no confirming form from airasia that I will get the refund within 30 days.

Deeply disappointed,
Sawapat

Ref: original booking jkdmnx

Current booking # lg8jvz

I was given a credit (less over $300aus fee) for this original booking. it needed to be used (flight booked) within 3mths. -
Complaint one unreasonable time frame to have to use the credit.
Complaint two - unreasonable cost of new fare (that the credit went towards)
My point - when given a credit customers are restricted to full fare replacement flights. yesterday when I tried to use the credit the website had 'new' flights on special but when I tried to book (syd to col, or anywhere) I was directed to the full fare site only.
A call to the call centre confirmed this fact.
I am charged a cancellation fee of around 25/30% of the flight, I am then charged the higher charge for booking a new flight (but air asia does not classify this as a new booking).
Rule #1 customer service: "look after the customers you have".
Also, I wish to change a second booking (the one I had to book within 3mths from the original cancellation) and aa wish to charge $340aus just to change the dates.
My end result is two bookings that I have cancelled/postponed, both due to medical emergencies will end up costing me twice my original investment.
(travel insurance would have been an extra cost)
All I want to do is support a 'budget' airline but one cannot get reasonable answers from staff at the call centre that are not authorised to resolve these issues. unless you book and fly (and lots of people need to change their plans) this airline does not appear so cheap. look after me or I can use other services, the budget airline market is hotting up. thx paul

My booking number LL5SFK referred.

I acknowledge that it was my fault that I have not reach the boarding gate on time. I was late for 8 minutes when I reach the boarding gate but I see that the plane haven't flown. Therefore I beg the ground staff to allow me to boarding for my exceptional circumstance for the reason that my cousins at Vietnam was admit to the ICU hospital and she will be passed away at anytime so it was important for me as it might be the last chances to meet her for my lifetime.

Though there is several ground staffs were very helpless and keep on reject me for boarding due to the company policy. But people are living, while rules are dead therefore I am giving my situation to beg for exceptional plus I promise that I will apologize to all passenger if I'm allowed for boarding.

Finally there is a staff said that the only way to help is try to talk to the captain then he rush to plane whereas I standing still at boarding gate to awaiting his news. I was feel puzzled if he got time rushing to the plane and talk with captain and why not letting me rushing to the plane talk with the captain and get on my seats ?

I did not checked in any baggage and the plane was there, it won't take a long time for me get into the plane and why it couldn't take this situation as exceptional ? Furthermore, as a customer of AirAsia, I should enjoyed the service that I have paid for even though I am at fault but the principle should come from you in service line is "customer is always right". Moreover the plane was still at the lane, the ground staff still can get into the plane to talk with captain, you can see that it was not an excessive request for letting me to board.

In the end, the ground staff coming back and gave a bad news that my request was rejected. It was totally a traumatic experience for my flight with AirAsia. After that the ground staff Mr Eva told me that to fly on the next day and ask me to refer to Transfer counter and he had written on my itinerary ask me to show this when reached transfer counter and that's all the info he told me so I though it was free of charge.

When I reached transfer counter and show the handwritten ping by Mr Eva, the staff told me that I have to paid another fees of RM700++ as the penalty and purchase of new ticket, I was so frustrated that I have the chances to get in plane but I was denied then at least I can fly on the next day but somehow the fees is triple charges compare to the fees I previously bought.

There are three things I felt so frosted with AirAsia. First, there is always no exceptional case for AirAsia customer and BigLoyalty Member. Second, there is no any way to transfer my flight or contra the sum for my missed flight with my new ticket purchased. Third, the repurchase ticket price was extremely expensive and not reasonable.

For my above trausmastic situation and my emotional loss with AirAsia, I hope that AirAsia will refund the money that I have missed the flight on 12 Nov, AK516 which amounted to RM200.00. I hope that my last request was reasonable for your deep consideration. It will gained my confidence with AirAsia if my request was granted.

Thank you for taking your time to read through my long feedback and appreciate your kind consideration.

I am emailing with regards to a red and black travellers back pack that had to be left at the Pnomh Penh Air Asia check-in counter on Thursday 3 November that was scheduled for the 9:10 am flight from Phnom Penh to Bangkok due to it being over weight and myself not having the necessary funds to check in the back pack into cargo on the day as it was too large for hand luggage.
Mr Vuth Serey (also copied into this email and contactable on his cell number as provided of 01x xxx xx4) who was the head flight attendant and supervisor on duty at the counter that day was helpful enough to label the bag for later collection/delivery.
Unfortunately, I am not resident in Bangkok, Thailand but currently in Trang city, close to Krabi airport and have No contacts in Bangkok to receive the luggage on my behalf and have thus requested a quote from Mr Vuth and the Ais Asia baggage dept to have my luggage flown to Krabi airport for collection.
My request to cargo department is that they please have this bag delivered to Krabi airport as Air Asia have flights to that airport daily and advise the cost involved in doing so.
The back pack was labeled for attention of a contact in Phnom Penh as she was my liaison in the city but was currently not available to assist in collecting the cargo due to business travels
The bag belongs to myself Mr Ruben Thomas Hiscock and has a SAA blue cargo owners tag on it stating this as well. The back pack contains various personal effects and clothing for usual traveling purposes so there should be no restrictions or problems concerning usual flight regulations but I would obviously appreciate to receive this cargo soonest possible as it does contain some essential personal items. Other than that there should be no restrictions on this cargo to fly unaccompanied baggage.
Since the original email on 03 November, I have been asking Mr Vuth and cargo dept on a Daily basis to revert back to me but Mr Vuth only replied once stating that the bag should be collected only. I explained again that there was no way that the cargo could be collected and why but to date no response was received.
This is unacceptable client service from one of the largest Asian airlines in service today.

Email : [protected]@gmail.com

My name is Mohd Kamran and i would like to tell you about the airlines you are engaged with, It's the world worst airlines, Unprofessional and no resolutions for whatever inconvenience we been caused with.

Let me start, I made a big mistake booking a reservation with Air Asia, I felt really sick on the day of my flight and i have to reebok another flight with again Air Asia. I called up to cancel with a future credit and they told me i have to provide doctor'r certificate and done that successfully.

The point is I called several times to your contact center, Worst service I have ever been through . I gave all my Doctor's certificate and kept on calling to Air Asia as they told i can use the credit for 90 days. I booked my flights on 17 August 16 and then i lost the above flight and reebook a fresh new flight on 29 Aug 16 .

Your agents kept on saying that they will call us back and will resolve it. Last time I finally have to speak to a supervisor Named Aiswarya, She assured me she will call back but really who Cares ?

I am really dissapointed with the service and assurance provided to me, Sounds like everyone lies there and fake you with a fake service. It's now today 07 Nov 2016, I have no idea weather anyone will even get my email back to even think that If i get a credit for 90 days when i will get it when 90 days will get over.

I request to take immediate action before i go ahead to and put a BLOG on Social media

On the 31 of october, I catch the plane in bangkok don mueang at 7h05 to surat thani, flight number fd3235. I send a bag with 20kg, that it wasn't full, and it was very easy to close. The number of the bag was: 1ah [protected].
When I arrive surat thani and saw the bag, it was opened, not in the locker. The locker was closed, but the zipper was opended. The bag was in a small plastic bag, that didn't cover all my bag, and the cloths were falling of my bag and the plastic bag. I didnt know if some of my stuffs fall on the way, but it definitly could because no one cares to put the bag safely.
I really don't know what happened. I try to complain on the aeroport, but no one could tell me what happen, and they told me too write here some complain.
So what I could see is that the bag was not damaged, was not full, the locker was safely closed (Like I leave it when I did the ckeck in) , but he zíper was completly open. For me it has just too possibilities. One, someone force it to open, with a pen or something like that, to steal something. Or, like you all know, they brutaly send the bag for some place and it got stuck somewhere and force the zíper again. Wherever it happens, it was someone in the aeroport falts, not mine, and I want that person or that entity to takes the responsability.
When I arrive the hotel, I could see that something was missing. I went to bali befoure I went to bangkok, and I bought the expensive, famous coffee for my father. You don't imagine how sad this made me. I will neves had the chance to come back and buy it again.
I am writing this to complain, but also to ask whats mine for right. I want the coffee back, and I want another suitcase, once this one was forced and now is not safe to use it. This is the minimium that I demand.
I am waiting for your quick answer.

Best regards,

Sara assunção

I am a travel agent and have been trying to get a refund back for my clients. Air Asia cancelled the flights and offered a full refund. I have been through though the proper channels. The flight was cancelled back in March. I have sent several emails, web chat, facebook, I have attached numerous amounts of documentation, but still I have no refund. This has been going on since march 2016, when the flight was cancelled. you continue to ignore my many requests for this refund. It is unethical how you are treating my clients. You have taken their money and are making no attempt to refund, no attempt to communicate. I have about 4 different case numbers but still nothing happens. im sure you have been collecting interest on everyone money. give their money back!. it is wrong on every level!

I traveled in air asia from ho chi minh city to sydney kingsfort smith (transit at kuala lumpur international) (3 oct 2016 - 4 oct 2016). my flight ak523.
Bravofly sent me the the details of my booking :
My name. 1 item of luggage max 20kg. check in with pnr code wy43hb.
I had only a bag (weight: 14kg) when checking in. but the air asia staff at the airport asked me to pay 72 usd for this bag although I gave her my detail of booking on the ticket.
Now I would like to ask about refunding of my luggage charge

My flight qz 507 booking number ffzdnp on 30/10/2016 at 9:25pm from singapore to bali was delayed for more than 5 hours. As we are tourist in singapore without sim card and unable to check my email, we have to wait more than 5 hours in changi airport which is not fair and convenience. I have to take the flight to bali as we have already booked accommodation in bali but we lost 5 hours of fun in bali. Therefore, I want to ask for compensation such as credit in airasia account or refund for this bad service (Flight delay). Please be aware that I am a loyalty customer and take airasia return trips 3 times/year

Hi,

I had booked 2 tickets from Bangalore to Vishakhapatanam for my parents. Airlines postponed the flight without any information to my email id/sms. Later I cancelled the tickets on 18th October 2016 as the airlines postponed the flight.I called the customer care number 8-9 times for my refund.No one is responding properly. They are just misguiding me wait for 48 hours and then again 48 hours.They are not even allow me to connect to their manager.They took my contact number. Noone came back from AirAsia on my contact number.My PNR number is FH1F2T.

This is the first time I booked a ticket and this is the mental harassment this air line is doing with me to refund the money. Today Its been 17-18 days I have not yet received my money.Please help me to get my money back.

I will never use airasia again. By the way, this would be the first complaint I have ever posted in my life.

When I arrived at the airport for my airasia flight from bangkok to krabi, I realized I had booked my flight for the wrong days. I went to customer service to remedy this. She told me that I could not change my flight - flights could only be changed at least 48 hours before the flight. That was surprising. Okay, so now what can I do? How about cancel my original flight and book a whole new round trip ticket? The agent told me that I couldn't cancel my flight now but that what I should do is purchase a new one way departing flight and later I could cancel my original departure flight through the internet and receive a refund on airport tax and then I could change my return flight (Which was within the 48 hour policy) , but I would have to pay the price difference. Hey, that sounds good. I couldn't check any of this on the internet because I can't access it at the airport - I don't know why, maybe they don't offer free wifi at the dmk airport (My first time there). It was a little chaotic at the time.

I buy a new one way flight to krabi, thinking, "oh good. I will only be out the cost of the departing flight and I will receive a refund on airport tax for that, plus I will have to pay whatever the return flight departure difference is. " all is well.

Ha! I had been given grossly incorrect information by the airasia agent. Upon attempting to change my return flight I learned that it costs 749 baht to do this, something the agent failed to mention. The flight difference for my return flight was a shocking 1000 baht, plus the 749 fee. It took several phone calls just to navigate their website which wanted to charge me 4000 baht to change my return flight, so I had to make another call to remedy this.

Had I done what I wanted to do - buy a whole new round trip ticket from scratch at the airport - I would have saved 1749 baht. Instead I took the agent's advice, because she had all the information, and I had no access to it.

I never received a refund on the airport tax for the cancelled departure flight. Of course, they never responded to my eform request.

And that, my friends, is why I will never use this airline again and why I am posting my first ever complaint! Not that airasia is the first company to screw a customer - i'm talking to you at&t and mci (Remember when we all had land lines and mci long distance would automatically attachin themselves to your at&t/sbc land line phone bill, which you never requested or wanted, and then never ever taking themselves off your bill despite hours and days and months of phone calls? Then they send your phony past due amount to collections? This american life did a story on this particular mci phone scam. What is that feeling? Vindication? Justice? Knowing that you're not crazy?

So yeah, even if all my friends are going somewhere and using airasia, I will not ever use that airline again.

Cheers!