AirAsia
Reviews and Complaints

AirAsia Membatalkan Refund Ticket Secara Sepihak Selasa, 19 Januari 2016 | 22:33 WIB Pada tanggal 23 Desember 2015, saya melakukan permintaan untuk melakukan cancel penerbangan dikarenakan kecelakaan. Saya sudah menghubungi pihak Airasia dan mereka minta untuk dilampirkan beberapa persyaratan jika ingin melakukan refund tiket. Pada tanggal tersebut, tiket dengan kode AHZ68N sudah di cancel dan tidak jadi berangkat. Sesuai arahan dari CS AirAsia setelah data komplit baru bisa submit e-form. Pada tanggal 28 Dec 2015 saya submit e-form dan data pendukung seperti yang diminta oleh pihak AirAsia dan mendapat email respon bahwa permintaan saya diterima dan akan segera di proses dalam waktu 5 hari kerja. Setelah melewati dari 5 hari kerja, saya telepon kembali pihak Airasia dan mendapat jawaban bahwa tiket saya tidak bisa di refund karena tidak ada dalam system untu pengembalian uang, dan komplainan saya di proses kembali. Jika ingin tetap meminta refund dan saya harus menunggu 5 hari kerja kembali. Setelah melewati 5 hari kerja yang kedua saya telepon kembali karena tidak ada email balasan sama sekali dari pihak Airasia. Ternyata jawabannya sama tidak bisa di refund dan akan diproses jika masih ingin mendapat uang kembali dan saya harus menunggu 5 hari kerja untuk yang ketiga kalinya. CS hanya bisa menjawab di proses saja terus sampai anda cape telepon dan menyerah untuk uang yang anda perjuangkan. Jika tidak bisa di refund kenapa CS Airsia tidak memberi info dari awal? Kenapa harus submit banyak data untuk hal ini yang ternyata tidak bisa? Airlines mana yang tidak bisa me ”refund ticket”? Mohon diingat yang dibeli bukan “promo class”, melainkan flexible class. Saya kecewa dengan pelayan AirAsia yang sangat buruk, tidak ada hitam di atas putih untuk penolakan refund saya, dan tidak ada undang- undangnya tentang tiket tersebut tidak bisa di-refund. Semua tiket di maskapai manapun bisa di-refund dengan adanya potongan tertentu dari airline tsb. Mohon hati-hati jika membeli tiket dengan AirAsia yang ternyata tidak bisa uang anda kembali. Jika di bandingkan dengan Airlines lain harga sama, kami membeli karena jadwal sesuai dengan jadwal yang kami mau. Tidak direkomendasikan untuk terbang dengan AIRASIA. Winda Mamangkey

Do not fly unless you want to pay for air asias errors my checked in bag wasn't not delivered to bangalore from connecting flight d7237. 
after 9 days and over 300 phone calls to air asia bangalore my bag was delivered by public bus to my destination where i waited for 1.5 hours for its arrival. 
i was initially directed by air asia staff to stay in bangalore, instead of travelling to my intended destination, so as to pick up my bag the next day. It didn't arrive. I purchased insurance through air asia but was only refunded $19.83. I am out of pocket by $290 due to the horribly managed mistake of air asia.

My girlfriend was on board AK127 on 13th Jan 16 at 11:15am flight from Shenzhen to Kuala Lumpur. During the flight, she approached a flight stewardess with brown dyed hair for warm water . The flight attendance replied to her in English and my girlfriend seems not to understand what she was saying because she is of Chinese . Seeing her with no reaction and unfriendly attitude, my girlfriend take it that the warm water is not for sale and return to her seat. However, after some time passed, another passenger asked a flight steward for warm water and was served. So seeing such incident, my girlfriend approached the same flight steward and was attended. To her surprised, the dyed hair flight stewardess came to her and angrily asked her in Mandarin whether if this is her water bottle . My girlfriend replied yes and she said that the warm water cost 6 ringgit . My girlfriend asked her why she didn't converse to her in Chinese in the first place so as not to cause so much misunderstanding and miscommunication or if it is she was from China that she had double-standard toward who she is serving . Further to this, she realized the emptied water bottle was warm, meaning the kind flight steward had indeed filled up the warm water but the senior dyed hair flight stewardess had emptied it and return to ask her to pay for the water . It is not the 6 dollars ringgit money issue but rather very unprofessional attitude of this flight stewardess. This incident really reflect everything about airasia and we are very disappointed . I hope airasia could give us an explanation .

I'm writting to raise the complaint.We were flying with AirASIA onn Jan 08, 2016 from Phuket to Bangkok. We checked in as a group and bought extra baggage allowance 10 kg before. While checking in the scales showed that each of the suitcases (we had 3 pieces) was Extra 4 kg overweight. We were charged 9600THB for overweight. Since there were no scales to check the luggage we cheched it upon arrival to the hotel and saw that indeed the actual weight was lower which means that we were charged for non exhisting 13kgs at least.While flying back home we checked our luggage again and it was 18 kg, 14 kg and 22 kg actual weight instead of 24 kg, 22kg and 28kg mentioned by Airasia. So we want you to check the scales at Airasia in Phuket counter #36 and come back to us with the answer.

It is very worst website customization in the whole world. I am not sure how such a website is proposed. Airasia is the first website keep the customers on queue for live chat. Calling customer care is a hell. No one picks up the call. I have got an email about flight cancellation. Since, it is not convenient for me to travel on other dates; i have requested for refund. When i try to contact the customer care of Airasia from singapore using live chat (or) phone number; kept me waiting for 1 hour and still no response. My booking number is QKRC2E. I need help to get my refund at the earliest. Please help. Thanks, Vijay.

Airasia are cheaters. Never trust them, they are unprofessional, they have literally stolen my money, I booked from perth to KL, I have chosen all Add ones, hot seats luggage, meals, and then I needed to change the timings, I consulted one of their staff they told me that all the add ins will transfer automatically to your new booking, so I changed the timings, but nothing of the Add one have been transferred, I contacted them million times to try to transfer my Add one they professional in cheating all the staff they keep telling me give me your number and I will call you back, and they never call, I have been on that for about 5 weeks and no one ever get back to me ev n their manager mr. Farhan, as he told me to send him an email to explain my problem, I sent him four reminders and he never got back to me, I will keep complaining against them till I get my right.

Case no: cas-[protected]-0fpzs4 crm:0001513 booking no: og1syg flight: d7 0533 (kix-kul) date of flight: 16/12/2015 (11 am flight) place of incident: kansai airport (one of the airasia baggage drop counters) time of incident: about 8.30 am re: i) continuation of information I provided on 17/12/2015 through e-form ii) request for refund of excess baggage charge 1). we felt unfairly charged for excess baggage of 5kg on our checked luggage. here is why: 2. the counter staff (she) required us to transfer 5kg from our cabin luggage over to the checked luggage (we pre-booked 20kg on booking). our check-in baggage exceeded the 20kg a little... admitted our fault). 3. she then went on to weigh our main cabin baggages plus all our backpacks (which was an equivalent of our handbag for easy-to-access personal items). there were 3 of us. so each of us had one backpack and one cabin baggage. all in, she weighed 3 cabin bags and 3 backpacks. (my question : should the backpacks have been included in this weighing of cabin baggages?) 4. we didn't protest at the counter as we thought she was right and we were rather shocked at what she claims to be our excess. (we do carry a portable weighing instrument to self-check our luggage, but we didn't expect our backpacks to be included for cabin luggage weight).in fact I am very sure our 3 cabin bags did not exceed 21 kg at all. that is why she could easily find a 5kg cabin baggage to ask us to transfer to the checked baggage. incidentally, there was another cabin bag weighing about 4 kg which she dismissed. (my question: wouldn't it be more logical and helpful of her to ask us to transfer the excess from our checked luggage (maybe about 2 kg to our cabin baggages?) we would have so so appreciated that, especially when we were so groggy with very little sleep, prior to a morning flight. 5. anyway, on returning home and checking the airasia website and our travel itinerary, it is very very clear to us that the 7kg cabin baggage weight should come from only the main cabin baggage and does not include our backpacks/laptop bags! (my question: was she right in getting us to unload all our backpacks to be included in the weighing of cabin baggages?) 6. we opine that the staff has been overzealous in charging us the 10, 000 yen for what is actually the 'transferred 5kg excess baggage' from our cabin baggage. there should have been no charge at all if we could off-load some contents from our checked baggage to our cabin baggages. unfortunately, there was no witness to this incident.in this investigation, I certainly hope it won't be her word against ours! 7. when we had to pay the 10, 000 yen at counter g14, I thought the g14 staff looked rather shocked and surprised. (please ask her too, although she didn't didn't witness the weighing of baggages. ) 8. needless to say, we felt rather embarassed, (inexperienced?) and shocked by this whole incident, as there was sincerely no intent to short-change airasia. we would have appreciated a chance to rearrange our baggage as we had a couple of hours before flight time. so there was ample time for us to do so, if given the grace. 9. need I add that the counter staff involved was very curt and not very pleasant in her dealings with customers (very little eye contact!) ? 10. our past experience of pleasant travel with airasia has unfortunately been marred by this one encounter. it has been disturbing... not just the cost involved, but wondering if there has been gross unfairness and intentional addition of excess luggage. 11. please do investigate and keep us updated. if our claim is justified, we would want the refund of the excess baggage charge of 10, 000 yens. 12. my contact is chee pheng lee (email : [protected]@hotmail.com or mobile: +[protected]) thank you.

As an Air Asia member and frequent flyer with Air Asia - BIG ID: [protected] Regards to the PER-DPS flight on 23 NOV 2015 with QZ-537; At that time Australia was highly recommending that people fly with caution and at their own risk of possibly being stranded due to likely further volcanic eruptions and that there was no guarantee’s on return flight schedules. As it was my daughter Isabella (just having turned 17 – DOB: 07/10/1998) and her boyfriend Ryan flying over to Bali we were nervous about the possibility of them becoming stranded, the possible additional costs, along with University and work commitments this was something we couldn’t want risk. As a loyal Air Asia flyer, I booked the tickets to Bali with you, while Ryan’s parents booked the return ticket, Bali to Perth with Jet Star. Ticket Cancellation or Change: Contact was attempted from November 9th with my husband calling and then emailing. Then I also made numerous attempts to call with no avail and then emailed you to enquire on what and how this could be altered. A change of date or a credit for a later date booking to Bali for the same amount would suffice, but again, we have had extreme difficulty in obtaining any and/or ongoing response communication with you. Your response time on our enquiries and concerns has been appalling and has extended to well over 2 weeks with the latest reply to my email sent to inform of the need to cancel and request either a ticket refund or change was only just received yesterday on December 16th, nearly four weeks later – THIS is why the Booking (number IB1W4C) would have become a “No Show”. This is disgraceful customer support or service and particularly disappointing to Members. Had you have responded in some fashion to any of our enquiries in an acceptable amount of time this would have been resolved at least a week prior to the flight. So, this was NOT a “forfeited ticket” and I wish and hope this can be resolved in an integral manner. This matter with Air Asia disappoints and angers me immensely particularly due to the fact that Mr. and Mrs. Saunders had no problem with Jet Star’s return flight and had it dealt with in a matter of days in the form as a “Credit” for a change of date flight. Therefore the request for these two flight tickets to Bali to be allocated in the same manner, as a “Credit” for a change of date flights is a reasonable and acceptable request, and I believe this is not only fair but rightfully just, particularly under the circumstances of your appalling “customer service and support”. Yours sincerely, Kathleen Duncan 10 Ashtead Way Landsdale 6065 West Australia +[protected]

I think Air Asia is the worst airline in the world. I was making a booking on its website. On payment, the system crashed but I did not know that it had processed it and deducted my account. As it showed seats at that price was limited, I quickly started the process again and booked again. It was impossible to contact Air Asia. Then it told me that one of the flights cancelled beyond their control. I thought good - I can now get a refund on one of the wrong bookings. Completed refund request but heard nothing. My flights are tomorrow. Live chat always busy. Phone number given for Singapore is not working. I will have to write to the airline authorities in Singapore and look at whether I can complaint to international airline agencies which administer airline conventions.

I had really horrible experience with Air Asia and your precious advice would be greatly appreciate as this so called “Best Low Cost Airlines” does not take complaint seriously and always trying to cheat their customers. My flight AK6314 on 1st Dec 2015 to Pulau Langkawi was cancelled and I received an email at 4:35pm on that day itself, stated that I can take the next flight - AK6316 at 7:20pm or opt for a credit account of the value paid. However, AK6316 was also cancelled after a long delay until 11:45pm. One of their staff told us (the passengers) to proceed to counter U16 for further arrangement (to reschedule our flight and the hotel arrangement). I stuck in the queue for 2 hours and I overheard one of their staff said that all the flights in the next morning were fully booked and many passengers queued in front of me waited for their hotel arrangement for 2 hours and they were not taken to any hotel. When it was my turn, the staff at the counter was calling people and asking for hotel rooms. It seems like he could not find any hotel rooms for us. Hence, I told him that I do not want to take the flight on the next day because all the morning flights were already fully booked and I do not want to wait few more hours for a hotel room. All I demanded was a taxi ticket to go home. He paid for the taxi ticket and before I left, I asked him how can I get my refund / credit from Air Asia since I am not taking any flight as replacement, the staff told me to claim for my refund / credit via customer service as he could not make decision on that. I went home and flew to Langkawi on 2nd Dec 2015 with Malindo Air. Following the staff’s advice, I contacted Air Asia customer service via twitter but the person replied to me said I boarded the flight so I am not entitled for any credit / refund! I did not board Air Asia’s flight to Langkawi during that few days at all, I have no idea why Air Asia’s system showed that I boarded their flight. It should has been recorded that I told the staff at the counter U16 that I do not want to fly with AirAsia, I want a refund / credit. But their customer service on twitter simply said I boarded the flight and informed me to fill up their e-form for further investigation. I filled up their e-form twice since then. The first response I received was that my case did not mean their refund criteria. I appealed and asked for their explanation on why my case does not meet their refund criteria. The 2nd response I received was again a computer generated email saying that my case does not meet their refund criteria, with no explanation at all! I am very upset with the fact that Air Asia made thousands of us waited and slept over in KLIA 2, and saying that we can opt for a credit account of the value paid, but when we asked for it, Air Asia keeps telling us that our requests do not meet their criteria and Air Asia does not even bother to apologize and explain about the “criteria” (please refer to their Facebook, many other passengers are also asking for refund and being turned down or no response at all). I am truly disappointed with Air Asia and will boycott this airlines from now onward!

I had booked Airasia flight tickets to go back my hometown. However, there is no direct airasia flight from my current place to my hometown, so i have to book 2 directions return flight ticket in order to reach my hometown. Everything have to be planned well so that it wont clash the time, as i have to change flight in middle. So, I had planned it, booked and paid for the tickets. Everything goes well, and i am just have to countdown the time for the flight date. HOWEVER, out of sudden, i randomly go online and check my flight and found that AIRASIA had cancelled 1 of my flight time and reschedule to night time (originally is morning). That it had clashed my next flight. and this is WITHOUT any information via email or sms. Airasia changed it silently and secretly. I have no choice to reschedule my next flight because i have to fly on that period. BUT Airasia charged a FEE for changing a flight time. This is ridiculous, they made the changes without informing you, force you to change flight time and now they charged you, it is like a fraud. I have filed in e-form for request of refunding, but rejected due to reason given not meet what their criteria is, such an excuse they can give for not wanting to refund you. I had gave up on the appeal, with so many bad reviews, i don't think an appeal can work. I just don't want to waste time appeal with them with a foresee outcome. I write this complaint not to seek for my refund, but just to share my incident. Just for anyone to get ready such scenarios if you choose to fly with Airasia. Good luck in choosing flight company, don't choose a fraud one, the cheap prices are just scamming.

Thursday November 26 flight D7 215 from Melbourne to Kuala Lumpur was diverted to Langkawi because of storms over KLIA. The plane refuelled in Langkawi and we waited out the storm, unable to disembark in Langkawi, eventually landing at KLIA2. The normal 8 hours flight flight took more than 12 hours . You can't help bad weather. My complaint is that Air Asia did not provide water to passengers in Langkawi. The only water (very limited supplies) was available to those passengers fortunate enough to have Malaysian currency. The airline should have obtained bottled water from the Langkawi terminal and provided it free to passengers. Not good enough Air Asia!

I and my family (incl 2 years old son) were flying with airasia QZ 362 yesterday from SIN to BDO. My flight was delayed from 19.30 to 21.00 but the actual took off was 21.30. It was OK because we knew it probably due to weather. What I am really disappointed is the services and their communication between SIN's check-in counter and the stewardess in flight. I bought 4 return tickets PREMIUM FLEX BDO-SIN-BDO which tells gonna get a meal, hot seat, express bags, etc. The fact is we got NONE of all above luxury. Better buy a standard one because we get the same services. As we checked-in in SIN's premium flex counter, they say all hot seat are fully booked unless we wanted to be separated 2 person in seat no.5 and the other in seat no.12. Of course, I mind because we could not separate my 2 years old son from his parents. So it was OK (but hardly to take) as long as we were together. We got seats in row 19, standard seats. The staff made sure that the stewardess will move us to hot seat if the other hot seat's passengers did not present. I was asking how could the stewardess knew that we were Premium flex flyers. Three staffs there said the stewardess will surely know from the manifest because we will put the code under your names. I was also wondering about the meals. And again the counter staffs said the meal will still be served though we sit in standard seats. I was feeling OK after they said so. In fact, the stewardess passed by us when she was serving the online booking meal. When I raised my hand, she has no manner said later after all online booking served, that's your turn, later! I was mad and fully disappointed. I directly told the stewardess that we are premium flex flyers and entitled to the meal (I have 2 years old son that needs to be fed). She even rudely asked our boarding pass or itinerary to prove it. She perhaps thought I was lying because she asked it rudely. After I gave her the itinerary, she shut her mouth and started to speak politely to us. Told us that our name has NO CODE at all in her manifest so no booked meal will be served to us during the flight and she also could not give another meal because they run out of the main dishes, only snacks left. Then after we arrived in BDO, our luggage (which suppose to be express luggage) came out after half of passengers- non FLEX ones- have been getting out from the customs. NO HOT SEAT nor Premium Seat, NO MEAL, NO EXPRESS BOARDING, NO EXPRESS BAGGAGE. No use in buying Air Asia's Premium Flex tickets, only waste money... The company should run better its internal communication to prevent this disappointing services again

I have booked two tickets to Philippines on June, the receipt is only about 1400RM plus, but when I got the credit card statement I was surprised to see the claim for the same tickets is 2000 RM plus, I sent my official claim and complaints to Airasia 2 times, and the the first reply even said no overclaim after their checking, so I had to send again my other strong complaint with the ticket receipt and the copy of the credit card statement at the beginning of Nov, one more month gone, but so far I have not yet seen any further action from Airasia. In the reply from Airasia I got: RE: Booking No. : T16611 CASE NUMBER:CAS-[protected]-9610KN but actually my booking no is: SFRGXT so I do not know why the reply from Airasia seems different from what I complained

Dear Airasia, You have hired thief in baggage handling. Please see the attached photos. The luggage was received today at Bengaluru international airport in Domestic belt number 6 at 4 PM Flight: I5 1825 Chandigarh To Bengaluru Date 29 Nov 2015. At that time the luggage from outside looked good and the zipped had the seal locked which was put by the security after scan at chandigarh airport. But when I opened the luggage at home the luggage was very finely cut by opening the outside expandable zip to the inside cover and all the stuff in the packets was cut open. The cash of 5000 rs is taken. No other stuff is missing. I have called police but they suggested me to log written complaint at the airport police station. I am already come 60 kms away from airport. I will be making the written complaint tomorrow. I suggest you better inquire the people who were handling the akrasia baggage today at belt 6 at 4 pm. kindly make use of the cctv cams if its there. looking back to hear from you. I am very much going to circulate this fine work of your hired thief pictures in social media. 2 things I decided: 1) Not to travel using airasia and suggest others the same, because the thiefs are handling the baggage. 2) Get the fibre suitcase made. Dump the synthetic clothe luggage. Shalini Thakur

I booked air tickets in April and found my pregnancy a month later. So, I email AirAsia staff in June 2015 regarding flight cancellation. However, they took a month to reply. After sending the required documents to clarify my pregnancy, they did not reply at all. So, I went to the customer service centre to make cancellation after waiting months without any reply. Later, they replied with an account credit created for the refund of flight cancellation. I spent Rm366.98 for the tickets but I get Rm138.02 as refund. I suspect the mistake in the head count reduction and asked for cost breakdown. The staff promised to reply but yet I did not receive any reply. Again, I really disappointed to the attitude of AirAsia staff. Must budget airline provide budget customer service level? My problem is still unsolved 6 months after I email AirAsia.

On November 21, 2015, from flight # QZ 266 from Jakarta to Singapore. We were transported in a Air Asia Bus to the airplane, around 13:50 hrs, when we got close to the airplane we have to wait inside the bus for more than 10 m with all door close and very little air accondicionate, the bus was full of people and I almost faint because it was superhot and I couldnt breath! We saw that it was still crew coming out of the airplane at that time... This happened already in other occacions, I will reccomend to better coordinate the transfer of the passengers from the gate to the airplain when it s ready to board instead of having the bus full of passengers waitting inside with all windows and doors close, barely able to breath! Very poor sense of service, also dangereous for elderly or passengers travelling with babies. Very insensitive!

Dear sir/madam, I booked my flight in air asia june'2015 from cok (india) to kolalampur for 19 november 2015. I am working haryana govt. dept. . I have take in advance permission from haryana govt. . so I booked it earlier in june 2015. 15days before I talked to air asia call center they told me there is no any booking with your name we are three family passangers. on 14 november'2015 I received confirmation from your side with booking no. chfd7h flight no.38 from cok (india) to kolalampur.in the short period there is no possible to get permission from haryana govt. so please refund my total amount or reshedule my ticket with one month before confermation. please reply me on my mail id [protected]@gmail.com. thanking you.

Dear sir/mam, this mail is regarding the refund/misbehave done by your thai staff. I have booked two tickets separately with the booking no. Pdeqym booking no. Mejg2t and the flight was from bangkok-don mueng to hongkong. Flight no - fd504. Return - fd509 when we reached the airport at 13 november 2015 at 12.50 pm, we were about to check-inn, the air asia customer service representative asked us to show 20, 000 bath per person (I.E inr 40, 000 per person) in cash. And they mentioned "it was for indian nationals only", while no information was provided about the same while booking the ticket online. We had booked our ticket on 20 august 2015 in advance. It was highly disrespectful for us to come across such behaviour by airasia staff as they could have informed us via mail /sms to carry such huge amount i.E 40, 000 for two persons. We have travelled from other airlines too in the past with no such requirement. We were carrying only 20, 000 bath as our travel expenses and she asked us to show the money and counted it in front of us and that was also highly disrespectful for us, as we were not carrying 40, 000 bath as told by her on the counter.No information was provided by airasia.com while booking the tickets online that we need to carry 20, 000 bath per person, so we missed the flight. Kindly find the attachment above stating no terms and conditions while the ticket was confirmed. Above all it was really disrespectful act done by "air asia staff" and in future we will never use your airlines for booking.Kindly refund the amount or credit the same amount in airasia account via booking no. Pdeqym booking no. Mejg2t or else i will lodge a complain in both india and thailand consumer court regarding your company and the misbehaviour done by your thai staff. Regards, neha kaskar. Email id- [protected]@yahoo.com phone no- [protected]

Hi, This is with regards to my complain about airasia ref. no. CAS-[protected]-WQGV28 which I had filed on oct 31, 2015 in their website post discussion with supervisor of CCE. The auto generated response says that "Your feedback reference number is CAS-[protected]-WQGV28. We will respond to you within 5 working days". However I haven't heard anything from them so far. Issue: I had booked my ticket through airasia on Oct 30, 2015 around 2am for my travel from Manila to Kolkata via Kaula Lumpur for Oct 31, 2015. Booking no. F8FR7Y and flight details: Z2 940 and AK 63 and travel start time: 4:50 PM. However due to some issue I couldn't travel hence I called Airasia to cancel my ticket or replan my travel on oct 30, 2015 but they said that somewhere in the T&C it was mentioned that once booking confirmed customer can't change travel details within 48 hrs of travel time. However while booking no such terms & conditions was written against flight details & fairs so i didn't travel and on Oct 31, 2015 I called airasia and my call got transferred to supervisor who advised me to write to head office directly (clearly said that give your future travel date) and they will replan my booking and I will get my future travel ticket details by next day morning i.e. Nov 1, 2015. Today is Nov 12, 2015 neither i received any confirmation nor they responded to my email/contacted me. Grateful if my concern is addressed. I am ready & happy to provide details of whatever I have mentioned in this email. Thanks & regards, Shamim Akhter