AirAsia
Reviews and Complaints

Dear sir/madam
I traveled with air asia zest from hkg to mnl on 19 oct 16 on flt 1265. On check in I was refused travel until I had proof of a return flight out of the philippines. This is the only airline that does this and meant I had to purchase a random flight to a random place from the philippines to be able to travel.
This rule is totally incorrect and has cost me £135 extra for a flight I do not need.
All the other airlines I have commuted with do not require proof of return, hence I did not book a flight out of the philippines.
Air asia zest check in staff and managers refused to check me on a policy that is incorrect.In addition, it is not highlighted on any booking in process so the first time I came across this was at check-in.
I found the whole situation incredibly stressful and upsetting as I was not treated well by the check in staff.
Please confirm that air asia are incorrect in their policy and if they are that I am entitled to a refund of the random flight that I was forced to book to be able to continue.
Yours sincerly
Harriet ingle
[protected]@gmail.com
New barn
St andrews close
Timsbury
Hampshire
So51 0na

I had a flight booked from kalibo to manila in february 2016, which was canceled. I was promised a refund on the day of the cancellation, and after 15 complaints filed via their website eform, live chatting more than 5 times, numerous phone calls to the philippines from the us, and after 9 months, I still have never received my refund of several hundred us dollars. Every time I am told they are putting an 'urgent request into our refunds department', or that my refund 'will be processed in 30 business days', and still nothing. I'm not sure what to do anymore.

the worst airlines ever they delayed the flight number 776 scheduled on 14th of October 2016 at 02:30 pm from Goa to Delhi to 03:30 pm then to 04:30 pm which led me to miss my international flight scheduled on 14th of October 2016 at 08:00 pm from Delhi to Saudi Arabia and they did nothing they kept on saying that we will be able to catch our international flight which definitely didn't happen at all. and they even didn't compensate us by any means and we had to book a new flight and pay for it and they explicitly said that they won't do anything for us. WHAT A SHAME!

this company doesn't care about it;s reputation neither its clients !

Hi, i've been sending air asia emails for over a month now and still haven't received a reply. The flight was z2-431, on august 8th. I was given a document by the airline where they confirmed that there was over 3 hours delay. This is the email I sent them "hi there. As you'll find attached, due to a 3 hour air asia flight delay from puerto princesa to manila 2 days ago, me and my companion missed out on our next 3 flights (Manila - hong kong, hong kong - madrid, madrid - mallorca). We spoke to your air asia agents, and they said the only thing they could do was give us a signed document where they confirmed there was a 3 hour delay on their flight, and also confirmed that with that document we could proceed to complain and be refunded of all of our extra costs. We were forced to spend a night in manila, book a hotel, spend money on our meals, and then spend 1.5000€ on other flights back to spain. All because of the delay of an air asia flight, and the ineptitude of the air asia agents, who didn't know how to proceed. I would like to receive a response to see how we could be compensated of all of these extra costs, which in this case are very high and put us in a big struggle economically speaking. I await your response, thank you very much. " I really hope somebody can help me. Thank you.

I had a flight on 5:20pm at Kota Kinabalu international airport, which was a flight to Johor. I took ferryboat from Labuan to Kota Kinabalu, unfortunately that was a bad weather and my ferryboat delayed and arrived Kota Kinabalu at 4:35pm. It's really a bad day to me. Because it's a big traffic jam, I know my driver tried his best to send me on time. However, I arrived airport at 5:10pm. I ran very fast and went through every counter. I stand before the boarding gate A8 at 5:16pm. And they didn't let me boarding. I was crying and begging, as I am just a student. The cost to buy a ticket is really heavy to me. I ran and tried my very best to catch my flight before depart timing. But I saw my flight for 5 minutes then it fly. First, it's an airline service company. Company's revenues count by service that provides to customer successfully. It's not only for earning or receiving customer's money. It's not an excessive demand to wait customer not on board at least 5 minutes.

Then I bought the next ticket within the day. This time I can only buy the ticket arrive at Kuala Lumpur. According to my boarding pass, this flight should depart at 7:25pm. But, the boarding opened at 7:15pm, it should open at 6:45pm. And, people still keep boarding until 7:30pm and the flight depart at 7:40pm. I always buy air Asia flight ticket, it makes me really disappointed. You really need to give me a good explain.

Our flight for booking number tgt14d was cancelled by air asia via email 2.6.16.
When I received the email I completed a refund request online form. The form instructed that if I had paid by credit card, that the refund would be put back onto my credit card.
I received an email 9.6.16 advising me of our refund case numbers:
Rm0001664 cas-[protected]-kfnmr6 and
Rm0001678 cas-[protected]-sn95w8.
Received another email 20.6.16 from refund support team requesting our bank details which I replied to on 21.6.16. No further contact was made by air asia.
I rang a sydney telephone number [protected] and spoke to unkju who advised me that our refund $684 was approved on 29.6.16. Although I have sent repeated emails asking for the status of our refund I haven't heard or received anything.
I rang zuji (The online booking company) and spoke to angel 12.7.2016 who told me when she rang her aa telephone number that air asia hadn't received my banking details, so I emailed them again.
I then spoke to online chat on friday 23.9.16 who advised me to start again & complete the online refund form again!

Booked 2 return tickets from goa to kualalumpur and back (28.10.16 and 1.11.16) on air asia Booking number JCD7VS for Rs. 24493 on 12.3.16 on their website by internet banking payment. However, I received the email from airasia that due to some problems the all international flights to and from goa stands cancelled. I was asked to fill up the online refund form, which I did so on 3.8.16, though its not required as per government policy declared recently and its duty of all air lines to refund all amounts in maximum of 1 month.

I have been calling their customer care numbers multiple times since then, but they are not properly replying, giving false assurances and dates of refund and now are refusing to refund .

At 7.30am on 22/09 - i looked at suitable flights from ool australia to akl new zealand. I chose departing flight on 20/10/2016 and return for 23/10/2016. On going to the payment page i realised that i had not increased the amount of passengers from 1 to 3 so i backspaced the page in order to increase the number of passengers. Without my noticing, the booking dates changed as the lag time for changes is about 15 seconds before the screen updates. I proceeded through and paid in cash via direct debit straight from my bank account. As soon as my intinerary was emailed (Approximately 10 seconds after the payment was confirmed) - i noticed the error. I tried to change the booking but you cannot change it unless you are a member of "big shot" (Airasia's membership club). I joined and again attempted to change it. The change will not process unless i agree to a further $510.00 payment! I did not complete the change -instead opting to call the call centre directly. The call centre hours are 9.00am - 6.00pm so i had to wait until 9.00am. I called at 9.01am and the call centre staff indicate that they could change it for a further payment of $600! The terms and conditions listed on the website do not indicate a fee to change the booking in fact this is listed:
"(B) if the new flight booked is in a higher fare class than that of the cancelled booked flight, the difference in fares shall be paid by the passenger before the cancellation or change can be made;" - no mention of a fee to change the booking.
I have also checked the fares and the change in dates is the same price as the original fares booked.
Call centre staff will not transfer you to a manager - they only offer you a complaint via eform (I've already done 2!) and offer of escalation of your submission with promise to reply within 5 working days!
Cancellation means that you forfeit the entire amount of the airfare.
This is disgusting customer service and in direct opposition of what their website says. I don't care how economical their prices are in relation to their opposition. I will never travel with or book through them again. And i will not be quiet about it. I am going to post reviews everywhere i can about the rort this airline is and how they get money out of you for doing absolutely nothing!

September 2016:
Hi, my husband and I bought two way flights (Premium flex) for three months later and tickets were more expensive (Because the flight will be in december, christmas). Because of some educational issues we decided to cancel our trip. According to the airasia website we should have pay 50$ per person to cancel it:i attached the information in their website). However, customer service told us that any money will be reimbursed for cancellations!)
It would be fine if in the process of booking this point given. We just saw the information in this table, so how we should know about not refunding the cancellation. It is the first time that I see one airline can not accept cancellations!
All information in online booking are misleading.

! Report spam

Against zulmuhai min, mro 7458.
When I first inter the gate p6 at klia I received that bad look from this guy and when I give him my uk passport he again gave me this look as if iam nothing (but you don't look like uk people)! And of course that was because iam coloured and not white!
I was so so embarrassed, the passengers were looking at me and I just didn't know what to say!
The guy continues his racist question and said ' i'm sure ur family living in middle east not in united kingdom '
I honestly can't remember all what he said to me but I just wanted to say this guy was the most racist guy I have ever met and this flight was the worst experience I have ever had in whole my life.
00:55 malaysian time
Klia kuala lumpur

I contacted air asia customer service via e form (The only way to contact their dedicated customer service team) 3 weeks before my flight on aug 18. I was asking how to change my flight to a later date and needed help with modifying the booking or a credit so I could purchase a new flight.

A rep contacted me on sept 5, 1 day before the departure of the my flight and stated that flights could be modified up to 48 hours before departure. I went online to chat with a rep who said that I could not receive a credit for the existing flight even though I contacted customer service 3 weeks in advance and no one got back to me until day before the flight. She then said I had to pay for a new flight. I advised of the situation and asked for the customer service # or a supervisor, she just kept saying purchase a new flight or submit another e form request.

I asked how long that would take to be addressed. The rep closed the chat session without a resolution because of the 10 minute time limit. This is completely unacceptable for air asia to treat their customers in this manner when we've paid for their flights and service. The customer service is horrible at best and disastrous at worst.

They don't offer any practical solutions to help their customers solve any problems and just dismiss any errors that they make, which are many.

This company should be boycotted due to their shoddy service. I submitted a new e form request, tweeted air asia and ask air asia about the situation and expect no assistance. Filed complaint on pissed consumer as well as this site.

i have being using Airasia domestic and international routes. They tend to cancelled flights, you can't edit your details online, if you need customer service mean thy will waste your time and money through phone and online just to end up having answers like' sorry, the only thing i can suggest is to book a new flight'.Refund for rescheduled and cancelled flight by them can take forever and you will not get anything back. I am almost 5 years customers (Sadly because I was students i always fill for the low fare trick) and today I have decided this the last time Airasia will ever be my option for flying...

I am taking flight kul-icn on 2nd sept 2016
The Signborad shown the T counter is OPENED BUT its already 4.30am there were no counters Opened!when i ask the staff they simply answer the counter is not ready...Wtf...please airasia..cheap price doesnt mean u can be late!

I am bringing my students to Indonesia for a school trip and it happened that we (me and my colleague) bought the same ticket for one of students. We have filled the e-form as requested by the customer service on the same day we bought the tickets (15 August 2016) but until now we didn't get any response from Airasia. I am wondering what had happened or they merely didn't take note on our appeal. Our departure date is on 4 September 2016 and now I am hesitating whether need to check in on line or not because I am afraid once I have checked in, Airasia will not consider my appeal anymore...Anyone can help? Or do I need to report to consumer society regarding this matter. Please advise...Thank you.

I just web check - in for my flight go & return to hat yai for (01/09/2016 - 03/09/2016, booking num: ic3zxs flight ak872 & ak873) & langkawi (04/09/2016 - 06/09/2016, booking num: md1kgc flight ak6317 & ak6316) on yesterday. (29/08/2016)

But, I feel dissapointed & sad when a few minutes after web check - in, I receive the notice that the flight to hat yai cancel with reason air asia flight interruption system & after that within 1 hours flight go to langkawi also cancel because the same reason. Why the notice cancellation is not giving to us early before one week we will take the flight?

Actually the both of booking flight ticket already booking on early this year 2016. How can the management of air asia make cancellation the last minutes without inform us early (Its easy to us to cancel other matters such as booking hotels, travel insurance)

Air asia only give us the option to accept the refund or postpone the flight date to next coming. We choice to accept the refund but when we call air asia when we will get the refund, their tell me will take 2 months for get the refund. When you take our money for payment the flight ticket online, its take only 1 minutes, but when we ask about the refund, the air asia say not sure & maybe take 2 months.

We not only feel dissapointed about the flight cancellation. We also need to cancel the booking of 2 hotel at hat yai & langkawi but the both hotel already charge (Penalty) the half of price as per procedure (Cancellation before the date as per stated 1 weeks before check - in will be charged half of price the booking). We try communicate with the both hotel to get reduction for the penalty but their not accept. So with unwilingly, we need to pay this penalty.

We need also to make cancellation the travel insurance because this matter.

Whose can accept many loss because the the action from air asia make cancellation last minutes like this? Whose will take responsibility for all our loss (Money, mental, emotion) ? Please give the feed back as soonest possible.

21-Aug-2016 (Flight time 12:55 pm)
- Reached airport and try check in at 12:00 pm but was shown with error message saying "Invalid check-in time"
- Went to service counter and was told I was late, must check in 1 hour before the fly.
- And the gate has closed
- I told the staff in charge, that I hand carry all bags, and no check-in bags. But refused to check-in
- Ended up forking out extra RM 175.50 for the next fly at 2:30pm

25-Aug-2016 (Arrival time 9:55 pm)
- Everything smooth except landed at KL at 10:30 pm (35 minutes late then expected arrival time 9:55 pm)
- So here I want to reimburse my delay time by Air Asia. Bcos of the flight was delayed, I couldn't make it to a very important appointment with customer in KL
- Since I was late for 5 minutes, and AirAsia charged me 175.50
-So to be fair, I shall get reimbursed for RM 1228.50

Summary: -

For tourism purpose, I have booked return ticket of airasia flight from kochi (India) to bali (Indonesia) connecting via kuala lumpur, malaysia with pnr number as zfk1gm. My flight was delayed by 15 hours and 15 minutes at kochi airport, my return journey was preponed by 4 hours and 20 minutes.

While returning, after reaching airport, I came to know that flight is delayed by 3 hours at bali (Indonesia) airport. Connecting flight from kul (Kuala lumpur, malaysia) got delayed by 24 hours. After all this mess I requested air - asia to re - routed my journey to bangalore in spite of kochi.

Losses incurred: -

My trip was planned for total of 5 days, due to this continuous changes in flight timings, I have lost two days of hotel bookings at the one legian hotel bali, indonesia. Other than hotel cost, I have lost the whole amount, which I booked for cruise party at bali. Along with that, I have to bare extra cost for my stay, food, transportation etc. I have spent more than usd $1000 for this trip and just because of flight delay, my complete trip was spoiled and have gone through mental harassment at multiple locations.

I visited bengaluru airport airasia service desk and admin office for this concern and I was asked to contact you on this matter. I have raised eform as well with case number as crm 0001338 and reference number:cas - [protected] - kjj2jg but with my experience all my eforms reply was auto - generated with no positive response.
Also request you to help me with escalation matrix so that I can raise my voice to higher authorities in airasia and get my issues resolved.

Waiting refund
Air asia respond decency and respect

I would like an email as to where my refund is for air asia tickets purchased by me fir danae florias and michael grasso

Due to ill health unable to take this trip

We have done and provided you with everything you had requested
And yet im still waiting

Infirm me asap. Where and what stage my refund is

I will not wsnt media involved for air asia sake

Now i informed you not sure if you understand
The csrd i paid was cancelled due to fraud

Angelina grasso
[protected].

Sent from my iphone

On 8 aug 2016, at 4:58 pm, agss_refundsupport - wrote:

Dear angie,

We have processed the case accordingly and escalated to finance for refund processing.

​thank you and have a nice day.

Regards,

Fairuz hayati (Fairuz)

Refund support team (Rst)

Airasia global shared services sdn bhd.

On mon, aug 8, 2016 at 12:50 pm, angie grasso wrote:
Please see your email below
You have been sent state declaration signed and verified by doctor.

As i angelina grasso mother have paid yiu for this flight
I will want a full refund
You took money from my account you will neef to deposit back.
As i will not ever slow my family to travel with air asia after such treatment and costs incurred

Thank you
Angelina grasso
On behalf of danae florias and michael grasso

---------- forwarded message ----------
From: agss refund support
Date: thursday, 4 august 2016
Subject: case no: cas-[protected]-qzf7dn crm:0703407
To: danae zoe florias

Dear customer,

Good day,

With regards to your refund request for booking number, kindly informed that please provide us statutory declaration for proof of relationship between passenger and patient for us to expedite further process.

Appreciate your confirmation.

Thank you and have a nice day.

Regards,
Fairuz hayati (Fairuz)
Airasia refund support team (Rst)

Disclaimer:

This email and any files transmitted with it are confidential and may be privileged. It is intended solely for the above addressee. If you have received it in error please delete it and notify the sender. The unauthorised use, disclosure, copying, alteration or dissemination of any information in this e-mail is strictly forbidden. Airasia accepts no liability whatsoever that may arise from or in connection with this e-mail and/or its contents.

Sent from my iphone
Disclaimer: this e-mail and any files transmitted with it are confidential and may be privileged. It is intended solely for the above addressee. If you have received it in error please delete it and notify the sender. The unauthorised use, disclosure, copying, alteration or dissemination of any information in this e-mail is strictly forbidden. Airasia accepts no liability whatsoever that may arise from or in connection with this e-mail and/or its contents.

Disclaimer:

This email and any files transmitted with it are confidential and may be privileged. It is intended solely for the above addressee. If you have received it in error please delete it and notify the sender. The unauthorised use, disclosure, copying, alteration or dissemination of any information in this e-mail is strictly forbidden. Airasia accepts no liability whatsoever that may arise from or in connection with this e-mail and/or its contents.

It has been more than three months I am still not receiving the refund for the flight goa-> kuala lumpur which was suspended by air asia. My booking number nmqctr.

Contacting the air asia customer service is again harassment which consumer has to suffer with.

Can someone advise how to proceed with legal suit?

Name: - nishant kumar singh
Air asia pnr: - zfk1gm
Passport number: - m0899921

Summary:-

For tourism purpose, I have booked return ticket of airasia flight from kochi (india) to bali (indonesia) connecting via kuala lumpur, malaysia. my flight was delayed by 15 hours and 15 minutes at kochi airport, (no food, accomadation provided) my return journey was preponed by 4 hours and 20 minutes.

While returning, after reaching airport, I came to know that flight is delayed by 3 hours at bali (indonesia) airport. connecting flight from kul (kuala lumpur, malaysia) got delayed by 24 hours.

Note: - I have raised 3-4 complain e-form on air asia website but there is no response till date. I have dropped multiple emails to nodal officer (india) ms. padmapriya venkatesh but no response. post that, I tried sent detailed email to mr. rodney shiri at [protected]@airasia.com but still no response.

Losses incurred:-

My trip was planned for total of 5 days, due to this continuous changes in flight timings, I have lost two days of hotel bookings at the one legian hotel bali, indonesia. other than hotel cost, I have lost the whole amount, which I booked for cruise party at bali. along with that, I have to bare extra cost for my stay, food, transportation etc. I have spent more than usd $1000 for this trip and just because of flight delay, my complete trip was spoiled and have gone through mental harassment at multiple locations.

I request you to please look into this issue on priority basis and help me getting refund from air asia, so that it may compensate the losses I incurred.

Attachments:-

1: - my first booking itinerary

2: - revised booking itinerary by air asia

3: - request for help email to mr. rodney at [protected]@airasia.com.

4: - request for help email to ms. padmapriya venkatesh at [protected]@airasia.com.

5: - boarding passes

a) - kochi to kul

b) - kul to bali

c) - bali to kul

d) kul to bengaluru

Please let me know in case any further input is required from my end.

Thanks in anticipation.

Cordialement / kind regards,

Nishant singh

Senior software engineer | ge aviation business unit

Capgemini india | bengaluru

Tel. : +[protected] | mob. : + 91 [protected] | 680-8050

www.capgemini.com

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