AirAsia
Reviews and Complaints

On 5 May 2016 I purchased a return flight from Sydney to Denpasar. In June I received emails advising that each flight was cancelled and I was given options.
I chose to have a refund so that I could choose another airline to fly with.
On 15 June I received emails advising that air Asia were reviewing my request and would notify me when they had completed the validation process. As a refund is an entitlement on a cancelled flight, my 1st complaint is that there should not be a validation process at all.
I have rung and spoken to someone in the call centre twice and been told that AirAsia have refunded the amount to my bank which would take up to 14 working days.
2nd complaint is that it should take 3-5 only.
My bank have contacted AirAsia in early July to dispute the amount that they had not received.
I emailed online form to AirAsia complaining that is not received a refund. They emailed me 7 July to say the reference number is CAS-[protected]-LSCWL4 and customer care is looking at the issue.
3rd complaint is that I have still not received the refund from air Asia and it is now 19 July.
I need to purchase a flight to Denpasar in September for a friend's wedding and time is running out, flights will be increasing in price every day.
4th complaint - the communication methods with air Asia are distant and frustrating. They have online chats that time out before I have chance to complete the issue; online forms that I have no record of for verification; Facebook messages that are ignored; no option to email; phone option to customer care people who are not able to make decisions.
I need to pursue this complaint and receive a refund and compensation for the amount that the flights have increased in the time this has taken and interest on the amount for the duration that air Asia have had my money.
Please advise.
Many thanks

This Mail is to complain about two of your employee who are extremely bad in Customer Services & all your representative has no respect & way to talk to customers
Name of Airport - Pune (PNQ)
My booking number – ZJ3M3X and D9SKQL
Flight no - I5 1427
Date – 16 Jul 2016
Complaining staff name -
1. Khushuru Irani ( TOoooooooooooooooooooooo bad person )
2. FRiroz Syed ( incompetent and cheater )
We were late by 5 min due to accident and reach to counter in Pune airport where you can do everything in less than 20 min but even after requesting so many time and 50 min in hand the Air Asia reprehensive was so rude and un professional to disable people and insulting them. 12 people were requesting to this guy and asking to talk with senior after 30 min of request his manger Firoz Syed came, He came exactly at the time of Flight departure and not rude than the Khushru Irani
The bad part is when we ask them about taxes refund they misguide that it will happen automatically which is not the case and when we were in stress condition and finding alternative flight your staff was laughing on us. Such a ### in Air asia ………………………………. I feel I should not travel by air asia in future who is having such a In human people.

Dear airasia,

Its been 2 months since my refund is credited to my bank account.

The details of the email with regards to the refund is stated below.
My bookings
My big points
My big paay
My profile
Airasia asean pass
Credit account
Refund status
My refund status

Please refer to your refund status below
Booking number: hfrmxg

Case number cas-[protected]-w12lh3 status approved. Submitted to bank
Creation date 10 may 2016 close date

Flight qz 366 flying date 31 october 2016
Refund type flight cancellation
Resolution valid refund
Reject reason n/a
Case number cas-[protected]-pf55v8 status approved. Submitted to bank
Creation date 17 may 2016 close date

Flight qz 366 flying date 31 october 2016
Refund type flight reschedule
Resolution valid refund
Reject reason n/a

I've tried contacting my bank but as of now, my bank has told me that no refund is coming in. I wrote back to airasia with regards to this, but till today, no reply is given.
Please get back to me on this asap. I've already had to rebook a flight and meeting time because of airasia frequent cancellation of flight and because of that i lost some money and to even get a refund, its proving so tough.

I am writting you to raise an pitiful issue that happened to my
husband and myself during my flight booked with Air Asia to go from
Hong Kong to Perth transferring through Kuala Lumpur. My booking
number for this flight is CEMPMW for which we paid 6, 748 HKD (booking
date on the 23rd of Nov).

1) On the departure date of the 5th of February from Hong Kong to Perth,
I received a sms notification at 10.10am advising on a delay from Hong
Kong retimed at 6.50pm instead of 5.45pm sheduled initially. Then I
received a second notification at 2.33pm advising on a further delay
to 7.45pm departing from Hong Kong. Which means 2 hours delay
comparing to our initial departure time. Knowing that our transfer
flight from Kuala Lumpur to Perth was at 12.05am, we were supposed to
arrive at 11.45pm by being very optimistic, so we would only leave us
with 20 minutes to land, open doors, run and collect our boarding pass
and effectively board, so quite IMPOSSIBLE.
So at the boading gate, Air Asia staff removed us from the passenger list and told us to reschedule to next day flight. The flight was overbooked.

2) So I called Air Asia call center to rebook a ticket. We were put in next day flight on the 6th of Feb at 10.50am at no cost of course (see confirmation here attached).

3) We came back at the airport the next day to get this flight at 10.50am, and again we were removed form the passengers list. Air Asia staff at the check in counter told us that there was maybe an "IT issue" and that we needed to pay for next flight at 1.15pm to be sure to get the flight this time. They advised that we could claim it afterwards to the service center.

4) Finally we were able to take this flight from HK to KL and to take the connecting flight from KL to Perth.

I do not know all about your internal flight management issue or overbooking management, but what is for sure is that a your customer, I have suffered from all the consequences:
- I lost one day trip vacation in Perth
- I lost one hotel night in Perth
- you made me pay 14, 301 HKD for two tickets (HK>KL>Perth).

I am of course claiming again to get this 14, 301 HKD since we already initially paid 6, 748 HKD.

I have travelled from visakahapatnam to kuala lumpur. Two times I have bad experience. They will announce one and charge one, we are travelling two persons, as per tickets, we can carry 7+7=14 and laptop bags, like that we have planned and we reached visakhapatnam airport from our village which is 350 kilo meters distance from visakhapatnam airport, we planned according to our tickets, finally with our weighing machines difference two bags luggage was 15 kgs. And I kept my hand bag in laptop's bag, they have weighed that bag and they have decided 1800 / - rupees for that excess, means, it's a corporate cheating, we don't have indian currency, they didn't agree to take malaysian currency, and they threatened us that flight will be away. These are the dramas air asia's people will play, they don't ask us while check-in, they will enter before board the plane, that day we have paid hardly that money and we don't have cabin luggage, it has come under cargo. This is the route air asia opt to cheat customers.

Air asia management, if you have given any targets to your staff, please manage them and ask them to learn from other airlines.

Especially visakhapatnam, kualalumpur counter staff. We can easily recognize them they are very new to this industry, I am not blaming new job holders, but need to learn how to behave and handle the situation, and
How to give respect to passengers/customers.

Hi,

First of all let you know that your customer services are ex-termly poor & all your representative has no respect & way to talk to customers. This is the first time in any flight services in my history I am facing such a stupid replies, dis-respect & non-professionalism.

Now, lets start with the complaint & cheating / fraud you made.

As per my booking id hg6jgg above my actual travelling dates are 29 july, which due a medical emergency in my home, I want to change to 19 august. On this booking I already have premium flex & according to which I can change the dates 2 times.

While changing the date the fare difference it shows me is of 1150 rm. Which is simply ###.

The actual fare for 19th of august is 399 rm while the one I booked previously is 499 rm. Second the actual cost of premium flex is 135 rm while changing dates it cost me 1000 rm what the hell is this?

I have wasted almost 6 hrs. Digging out this issue but no one is there to help. As per the premium flex rule I just need to pay the fare difference which is actually - 100 rm but still your stupid system shows 1000 rm.

I request you to look into the matter seriously, teach your customer care representatives how to talk, improve your services & if you can't change the dates refund my money back at-least.

Let me know the proper solution or else I will proceed to consumer court quickly.

I made a reservation for kuala lumpur and the flight had connection in Australia only 1 hour . On the site it is necessary not warn tee visa to Australia and then we can not take the flight . The team airasia not help at all, he not returned my money and said it was my resposanbilidade know about the visa. Now I lose all the money and still have to buy another ticket . In addition, the site is very bad, crashes every time .
this is not fair, it is the duty of airasia warn about the visa at the time of purchase.
Im completely lost about that. I had to book a hotel in nz, pay taxi, etc, is not fair.

I have worst customer care support air asia. we have booked a flight from kochi to kuala lumpur with traveling dates on 16th jul (departure) and 23rd jul (arrival). we received a message with mere information that "the flights are cancelled" and no other details were given. when contacted customer care, they were with attitude like either take the flight on 9th jul (7days prior to our plan) or cancel the flight. we have raised the complaint to "ms. padmapriya venkatesh at [protected]@airasia.com" and "mr. rodney shiri at [protected]@airasia.com". however, ended up with no courtesy replies even. we received an auto generated reply for our complaint in their "e-form" and reference number of same is cas-[protected]-c3xjjj. we are in great loss of money (all connection flights to kochi and local bookings at kuala lumpur) and mental stress due to lethargic attitude of air asia. we need our travel to be rescheduled from trichy / bangalore and also air asia should bare our loss for the connecting tickets.

How is this for service
Chat session with air asia... The agent goes inactive and the chat session closes

Caleb
Hello carolyn. How may I help you today?
Carolyn
Hi caleb,
Rotua 80701xxxxx
Carolyn 55501xxxxx

Please add both big shot ids to booking number x9lfmb
So the booking will appear in both accounts under upcoming trips.

Thanks :-)

Caleb
Dear carolyn,

For your information, the booking can only be linked to one account. Currrently the booking is linked to the big shot id 8070xxxxx

Carolyn
Not certain that answer is correct because... I have another booking that is linked to two different accounts
When I look at booking berfuz, it shows both in my account and in william account.
In the same way, booking x9lfmb should be able to show in both my account and rotua's account.
I think the difference was, when william booked, he entered both of our emails and both of our big shot ids. When rotua booked she didn't do this. I think you should be able to add both emails and both ids to the booking and then it will show in both accounts.
Read

Caleb
One moment please
For your case, I am unable to assist on my end. You may update the big shot id of the passenger upon login to the member email [protected]@xxxxx.com and update the big shot id of the passenger via manage my booking > modify booking > update traveller details

Carolyn
Ok... Let me see if that works
Ok, we are logged into rotua's account
Under manage my bookings, we select modify
We go to update traveller details
And when select rotua's name, see place to enter big shot id
But when select carolyn's name, do not see a place to enter big shot id
Delivered
The chat has been closed due to long user inactivity.
Chat closed. Thank you for using airasia live chat.
Start the chat again

I had booked a Travel from Delhi Bangalore on 9th June and I have made payment for the On-board food online for 2 passengers on 7th June but when I was on-board I was informed that only one meal will be server as that is the update they have.
When I spoke to the Customer service they gave me the reason initially that one meal payment did not go through. I nee to understand when I paid for both the meal together then how did the payment split rather me Bank statement shows that the full payment was successful. Later on other Agent told me that in 7 days I will get the refund and I have not received it yet. its been 18 days now. This is very disappointing worst Airline to travel who have no concerns about customer satisfaction rather its Ridiculous on the reason the Customer service give to cover their mistake. I will be filing a case in the Consumer Court on this humiliating behavior i have face from Air Asia.

Date: 16/6/2016
Hk hotline phone no. : [protected]

Please accept my frustration and disappointed about the poor service from airasia hotline, the lady's - ms. Wan (Staff no. : 5760260). I have a 2years old kid and I would like to take her with my trip from hkg to hkt apr next year. However, I mis-clicked some keys and don't know why my kid's ticket hasn't proceed, so I call hotline today.

The hotline is very busy, I called from 9:00 am till to 3:00pm to reach the staff picking my call. Then, they asked me many stupid questions but the key is they cannot provide the same special rate as the web offer for deal in booking.

My complaint is that is the most important for a customer to get the best offer, why you check tones of questions then said it cannot be done?

This is a really bad shopping experience I never have before, I won't choose airasia again.

This is the 5th time using this airline . Everytime has been at least 3 hour delay on every flight . Most times no information until last minute . The staff are so obnoxious and rude when you complain ! Customer service in non existent . Charged me for baggage when I paid online, showed them recept but because it wasn't on there computer they still charged me ! This is the very last time I use this useless airline .

Hi, I cancelled a flight due to air asia rescheduling the time, so I requested a full refund.

It has now been 4 months. I received an email from air asia saying that the refund had been made, but they made it to my old credit card that no longer exists despite the fact I selected bank account for the refund. So I rang air asia and spent $50aus on the phone call which they advised me to get a letter from the bank stating that the card no longer exists and no money was received, which I did. I also provided correct bank details for you to transfer it in to.

Since then I have contacted air asia via chat 4-5 times, they have informed me every single time that I am priority and they are waiting for something from the bank as they said the refund has been made. They will not call me, I have to call them and spend $1.58 per minute which is useless as I dont get far at all. I need to add that on the chat the customer service employees tell me they can't do much via chat as they dont have access to anything and that i'm priority, they then abruptly end the chat. Its a never ending cycle i'm going through and I may need to take action to get this matter resolved.

I am very frustrated and have been so patient for 4 months.

Still hopeful.

Rest sir/madam
As I am a regular customer of air asia. This time I was really very much disappointed and I promised not to travel via air asia in my life again and will recommend all others.
I have booked flight on 1st may to bangkok and travelled well. Later I booked second flight ticket attached for 29th of june for return flight and paid indian rupees 20000+ including luggage. Actually this was mistake done by myself online as I had to fly 29th may instead of june.
I arrive to airport on 29th may and they advised me my ticket is booked for 29th june immediately I contacted air asia to change my ticket for courtesy as it is urgent matter by mistake I purchased ticket for 29th june. But the behaviour of representative was very rude first he told me we can do this before 2 hours he refused to do that. Later he said ok I will check then he said I have to pay rs.21000 extra if I want to fly today on 29th may. It was shocking and surprising for me how such a reputed company do this. I started thinking and ask him for 2 minutes time. After 2 minutes I talked to him final the booking then he said I have to pay rs26000 know.
It was urgent for me to come back on 29th may and company looted me for total of rs 46000 for flight from new delhi to bangkok. Where as singapore airlines which is one of best airlines was charging rs 35000.
I am really very disappointed with customer service and forging customers.
Will never fly to airasia and I will take this matter to ombudsman as well as civil court.
Also will leave feedback and tell other passengers never to travel through air asia moreover flight was 2 hours late so much upsetting at airport for all the bad service I paid rs 46000 whereas reputed and good airlines like singapore airline flight always on time change ticket with normal charge. Really a biggest mistake which I learnt.

Also kindly give me the number of company owner or coo I wish to talk to him in regards this matter as I am a regular customer instead of changing ticket with normal charge company charge me double an d I beard the rude behaviour of akrasia representative.
Thanks & regards
Sukhjinder pal singh
+[protected]

First, I should say that I live in asia and have loved flying airasia. I, and my family, travel on airasia 10-20 times per year. I understand the nature of the "budget airline" and, having worked in customer service and hospitality for many years, I understand how challenging it is to maintain a balance of happy customers and corporate policy.
On may 24 I flew from jakarta to depasar on qz7532. I purchased my ticket on line that day and was not able to pre order my meal (As I usually do). The flight was delayed due to massive thunderstorms, and by the time we eventually took off, I was really looking forward to a hot meal on board.
I was sitting in seat 7f. The food carts (From both front and rear) met at rows 6 and 8 to take orders, but neglected to ask the passengers in row 7. I can understand how this happens... Each group of attendants probably thought the other had asked. As the carts left, I noticed that the people across the aisle (Also in row 7) has their menus out and were looking quizzically up and down the aisle for the attendants. I tried to get the attendants' attention, but they were busy. So I left my seat and walked to the galley and asked if food service was complete. There were two or three male attendants and one female. When they told me "yes", I nicely informed them that they had accidentally missed taking orders from row 7... And that i, and the people in 7 b and c, wanted to order food. They were very apologetic and asked what I wanted. I requested uncle chin's chicken (One of my favourites). They said no problem and apologised again for missing row 7.
We laughed a little together and I used the restroom before heading back to my seat. When I came out of the restroom, an attendant informed me that there was no uncle chin's chicken, but would I like the roasted chicken... I agreed and was told that it would take 5 minutes or so.
This is where it gets dicey... When I returned to my seat, I asked the passengers in 7 b and c if they had been able to order food and they said "no. " I motioned for the attendant to come and take their order... And he promptly did. My food was delivered by the female attendant with a small cup of water. I had my money out to pay but she refused it and said "this is with our compliments, again we are very sorry for missing you. " I thanked her and thought "wow, airasia is terrific" as she was leaving, I asked if I could please also get a kitkat bar... She said "of course. "
The kitkat bar was delivered by a male attendant. When he placed it in front of me he said... Rp75, 000 please. I totally expected to pay for the kitkat bar, but told him that the other attendant had said that the meal was complimentary. He said "no. " so I asked him to please go speak with her. I saw them speaking about it near the galley and he came back to the seat and said (With no apology) that only the water was complimentary. I was really taken aback... Again, the other attendant had made it very clear that the meal was free... I had tried to hand her money, but she had refused my offer to pay.
I paid the attendant, but I have to say that this situation really left me sour. I knew that there had been no misunderstanding. She avoided looking at me as she passed my seat... For most of the remainder of the flight... But I caught her attention to take away my meal rubbish as we were making our decent. She was obviously embarrassed and said that there was nothing she could do... Only the small cup of water was complimentary.
I know that this is just a tiny issue... But it is just this kind of little incident that is so easily avoidable. The situation was handled poorly. If I had been told, even after the fact, that the attendant had made a mistake and was not allowed to give a free meal... I would have understood. But it was obvious that the attendant was lying and standing by that lie at the expense of the guest. This was a huge mistake. It made me, the customer, feel angry and deceived.
As a result of this tiny incident, I have lost confidence in the service ethic of airasia. Now, regardless of the price, I will take my business to another airline for my trips and will avoid using airasia.

Sirs and madams of air asia,

Please accept our submission of this serious complaint that took place on may 18/19 regarding flight # from kolkata to malaysia/gold coast for passenger nalina kaufman, booking # bguvwt

From kolkata to gold coast the fees for excess baggage are not available on your website. (See link below) this began my daughter's horrible experience and outcome with air asia personnel at kolkata airport.

Http://www.Airasia.com/my/en/our-fares/fees-and-charges. Page?

We had paid rs 890 rs online for her 25 kilo first bag it was weighed at the airport counter at 26 kilo for which they demanded rs 5000! According to this on your website (See link below) the overage should be around rs 1000 per kilo at most. We demand a refund of rs 4000 for that error.

Http://www.Airasia.com/ask/template. Do?Id=809&name=new+checked+baggage+pre-booked+pricing

Your website only gives options for buying 40 kilos online. Then it provides no info on how much excesses will cost. Http://www.Airasia.com/my/en/our-fares/fees-and-charges. Page?

Calls to air asia in india to clarify the policy and discover how and what to pay were futile as no one answered the phones for several days prior to the flight.

We saw online that excess had to be paid at the airport, and we anticipated around $100 usd based on whatever incomplete evidence was available on your website.

However, at the airport the counter personnel vehemently and rudely insisted that payment for excess baggage can only be paid online!

Our second bag was around 20 kilo, and they demanded a fee of $1000 usd!

No airline in the world would try to charge such an absurd amount!

The counter staff were extremely rude, offering snide, disparaging remarks and no options or help. My daughter was hysterical in tears.

In desperation my daughter finally had to leave her second bag, filled with expensive items, with an unknown taxi driver outside the airport in hopes that he would take it to a hotel where they might or might not hold it.

It was a huge nightmare that should never happen, and would never happen on any other airline. My daughter and our family are traumatized, we feel misguided, cheated and betrayed by air asia for this travesty. We seek restitution, and we seek punitive action toward the air asia personnel at kolkata airport, and we request that your website be modified to provide clarity for this issue. Something must be done to ensure that such a terrible experience never happens to another air asia passenger.

Respectfully,
Jonathan kaufman,
Nalina kaufman
[protected]

I traveled in Air Asia on 1st May to Bangkok and 5th May i returned ..while returned we two people traveled with 12kgs of luggage as per ticket each ticket can carry upto 7kg .. but while check in they did not stopped and after immigration check and everything and just before entering flight where they started late and at neck moment they say each person carry only 7kgs ..where as i said we two person carry 12kgs .. what makes different here i dont understand .. and they say will charging 1200bht .. its purely cheating a customer and try to earn as much they can .. these needs to be stopped.and While on arrival visa process for others they have more counters and for Indians they made us to wait more than 2.5 hrs and they issue.. this is absolutely bad ..there needs to be some action to be taken

My flight was on 15th may air asia morning 6:10. Am from bangalore to visakhapatnam. The counter in charge saranya was extremely unhelpful and did not make any attempt to help or make an exception. I was delayed by 6 minutes of the boarding time 45 mins and she strictly denied saying they cannot serve me. Where I have seen multiple instances with other airlines understanding and doing their best.

Air asia is my worst experience ever and will never fly in this airline nor recommend to any of my family and group.

When the airlines does not have empathy towards their customer and try to show off that their rules and business is higher than its customer will never grow and can win the customer satisfaction.

This is not a one time instance and have heard from multiple people that this airlines does it wantedly and their intention purely seems to be money making and not derive at all. Carrying a international airline flavor will not help when you cannot be on the ground to serve your customer. Air asia's pride and especially with the kind of management it is driven and it's employees will put the company down and abolish its name.

Indigo and jet you are the best in this matter and these airlines have literally a lot to learn from you all.

We booked the flight for 5 people (Pham van thanh, pham thi loi, pham van hiep
And nguyen chi cuong) from your airlines on wed, 18th may 2016 from ho chi minh city to bangkok (Flight number fd651) and the next flight from bangkok to krabi (No: fd 3223). As sad as I have to say, i've never been dissapointed since a long time by an airlines as yours.
First the flight from ho chi minh city to bangkok (Nr. Fd 651) it was delayed 30 minutes. So next we were alowed to go into the aircraft and it shoulded be started at 10h10 (Instead of 9h45). We took our seats but the flight didn't start and we didn't know the reason. We waited 30 minutes and I asked the crew, he can't say me when the flight could start because the weather was not good enough to flight, what make me angry was that they even didn't say us what happend and we musted wait 2 hours upto the flight could start, although the flight attendant said to me that we will become the next flight, but the worst thing was we didn't get it anymore, we went to late to the next flight to krabi (Because the flight went " on time"). So we had to pick the next flight to krabi (No: fd3219) and waited 2 hours again at the airport. Unbelieveable the next flight was delayed again 20 min, so it should be started at 16h 30 (Instead of 16h 10). And once again it was 16h 30 and we didn't still allowed to go into the aircraft. I can really not understand it. Is it normal that a flight always hat delay? Is it general that we as customer should not become any information and that why we just sit here and wait and hope that some time the flight can start. I'm really dissapointed with asia air. We with 5 people wasted fast one day at the aiport just to flight from ho chi minh to krabi. We had to call our transfer, our hotel and could not do anything. Do you thing it is normal? Instead of relaxing our best time in thailand, we earned now our new experience about one of the big airline in thailand.
I hope you can give me a best solution for this problem (Repair part of the money from the flight) and I hope
You can make it better again that I can recommence your airlines to my friends.
I'm looking forward to your answer.

Sincerly,

Pham thi anh

I am sonia and my air asia big shot id is [protected]
I had booked a flight from new delhi to bengaluru for 17th feb, 2016 through goibibo. The pnr number of my flight booking was lkcgux. But when I reached airport and asked for the boarding pass, I was told that this pnr does not exist in their system and they cannot provide me the boarding pass for this flight. I showed them the ticket and still I got the same reply and I was not allowed to board that flight. I tried to talk to air asia airlines duty manager on the airport. He also behaved irresponsible and did not even talk to us properly.
We then called your customer care and told them of the issue. They said they will get back to us but we did not get any positive reply from them too.
Actually, we were coming from haryana to board the flight from delhi. We thought that we might get late for the flight as all the routes from haryana to delhi were blocked by jats as they are on strike to demand for reservation, so we called your customer care and asked if the flight can be rescheduled for 18th feb morning from 17th feb evening flight.
There was a guy named, varun k, who was helping me find the possibility to do so. He checked and reverted saying that it is possible and i’ll have to pay him 4600 inr which includes the rescheduling charges and the fare difference for the flight to bengaluru on 18th feb 6:05 a. M.
I told him that it is ok and will pay the same amount. Then he asked me to make the payment through air asia portal. When I was doing that I noticed that he has made the booking changes for 20th feb instead of 18th feb. I queried him about the same and he responded that the system took it automatically and he won’t be able to make the booking for 18th feb. We had a little argument over this because I had asked him to check for the next day but he was making a booking for two days later, that too, without even informing me.
After all this argument, I just asked him to cancel my booking if he cannot reschedule it for next day. Again I got a weird response from him, that I should pay him 4600 inr to cancel this booking. Again we had an argument over this, then I asked him to not to do anything. I will see on my own what I have to do with this flight and I thought that i’ll just try to make to the airport on time. (i was not aware that he will not revert whatever he did and he has blocked my current flight. ) he also dropped off saying that he cannot help me with anything (If you want you can go through all the call recordings as well. They might be available with you).

We then hurried to the airport and reached on time to catch the flight where again there was an issue (The air asia staff told that we had a flight in morning today and we have missed that. This was another weird statement from air asia staff). We showed them our tickets, they told that despite the fact that we have our tickets, they cannot allow us to board the flight as their system is not showing this pnr and they cannot help us any further on this, only customer care can solve the issue.
As told earlier we contacted customer care, talked to 2 - 3 executives and their seniors for hours together, but nobody helped us. They also raised their hands and said they cannot help us and we can escalate the issue to whatever level we want. All of them were blowing their own trumpets. At last we had to book a different flight to reach bangalore.

This was our first flight with air asia and had such a devastating experience. We never knew the staff would be so rude and irresponsible for their customers. Just because one of your customer care executive did a blunder, we had to suffer the complete day. We had to spend the complete night at airport. We have wasted 11000 inr for booking the flight again, had to stay at airport for more than half day, reached bangalore at midnight. All because of your careless staff.
We want you to take a strict action against this and as early as possible. Also you will have to refund our money and the extra expenses that we had to bear because of this issue.