AirAsia
Reviews and Complaints

I had booked a ticket chennai - bangkok return booking (trip id [protected]) from cleartrip in the name of mr. sathya narayanan ticket no - skj2ne . due to my medical conditions i could not travel so my trip was cancelled.i was told by cleartrip that i would get a refund after detecting the charges of cancellation.but i didn't receive any refund or rescheduling yet. i have attached my medical certificate along with my air ticket details. it has been more than 4 months.

Dear sir, I booked the ticket from Melbourne to Hyderabad on 13th Oct 2015, previously I didn't buy any luggage. But at the last moment I decided to take 20kg, the staff on counter told me to buy online for AUD 61.00 which I did, but they told me that they can't see anything on computer and charged another AUD 238.00 for same luggage. After couple of minutes I checked my bank statement online and both the transactions were approved . I informed the staff but they said they don't have the authority to refund. I wrote this to Airasia they came up with the story that I bought the luggage after check in. I simply asked a question if that was the scenario how come your system allowed me to buy... If it has allowed than it is your fault not mine . They only want to refund AUD 61.00, which is not fair. This is simply ripping off. Kindly resolve the matter sir, your help and guidance will be highly appreciated. Regards Sanjay

I have already lost 3 tickets to Bali from Perth due to the death of my mums brother ...unable to get in contact with anyone to change flight manage my booking kept dropping out etc ...booked with other airline to go to Bali but now with the volcano we are unable to go so with our flight from Bali to Perth with Airasia on Friday the 13th November 2015 how do we get a refund ? Have rang Bali but with no luck also have rang the number in Australia and the man didn't even know where Bali was? Can someone please help me

My complaint is, as I have applied for an air hostess in air asia airline, they asked me to send all the documents and asked to pay registration fee which is 6600/= pkr through easy paisa on n. I. C number that they provided me, later on again they asked to pay deposit which is 20000/= pkr with same procedure and they said deposit the money before interview date which was suppose to be 20th oct 2015 but they did postponed the interview and didn't given a new date for the interview, after waiting for long time for interview date I decided to quit because my money was bound with them and I need it back for other purposes. I sent them mail to refund my money as they had assured me that all the money will be refundable, I have their email records where they have mentioned many times that all money will be refundable, now they are asking me to pay 2550/= pkr for penalty of cancellation. My question is that why they haven't informed me earlier about penalty, even I am ready to pay penalty and I have asked them to deduct from my amount and send me remaining money but they said sorry it is not our procedure you have to send penalty first then you will get back your money. Please suggest me what I should do with them. They are totally fraud, I do not trust them.

I tried to book a flight with air asia from bangkok to chiang rai for 22nd november 2015. The website kept dropping out and eventually I got to the end of the booking and entered my bank account details and the website dropped out once again with no confirmation of the booking and no email to confirm the booking, which I have always had in the past. I attempted to rebook this flight today and got through. I went into manage my booking and noticed there was a double booking as the first one had been accepted. I have tried to contact air asia via their eform which would not allow me to send when I pressed the submit button. I also sat waiting on the chat line for 2.5 hours up until just before midnight and when I finally got through, in the middle of typing my complaint, it also dropped out "due to inactivity". The flights reference numbers are qyfz2f and lcqr5m for the flight at 13.55 departing bangkok for chiang rai. There doesnt appear to be any other way to email air asia apart from twitter which would not send either.

BJ2F7E premium flex return kul-melbourne. Decided to change date return from Nov21 to Dec 14th, instead of premium flex return customer service gave me low fare ticket at a higher price, not the price quoted to me. When i call back and inquire " oh so sorry the system made an error". That was it. I do not think you are the best airline in the world. Your customer service cannot speak English for one and when your system makes an error even then customer bears the brunt of your mistake. I have written a complaint which i know no one will answer. Success must come with a little sense of integrity. I do not want anything just a simple explanation will suffice. I respect what Tony Fernandes is doing but along the way his head is always in the clouds, about time you come down to your grassroots and see the mess your company is in. Get the complaints looked into rather then brushing it under the carpet. Its not the awards that make your company it's us...the people who trust your airline and now i for one have lost the trust.

We booked a flight to Macau last April. Air Asia changed the flight schedule without informing their passengers. Luckily I accessed their website to modify my booking. When I called their customer service to verify the new schedule and to request to re-route the flight since it was too late for us the to make necessary change with our accommodation and other services that we booked online ahead of time without being charge for cancellation fee. They offered to rebook the flight to 2 days earlier than the original which will not work for us. I know their refund process is terrible and when I asked the supervisor about my request she said she will send an email to her manager and ask me to follow up after 24- 48 hours. When I follow up after 2 days there is no documentation in their system that I did call on that day and ask me to fill out an e-form which I did. But now I get an answer "We cannot do anything about it".

20/09/2015
forget to put sticker to the luggege
the client form klia2 to thirchirappalli civil airport india.
i would like to return the missing luggage to thirchirappalli civil airport.
for further details can contact to this num +[protected]

I had booked 2 tickets from Bangkok to Phuket for Nov 2015 but when i got the ticket it was for the month of September, i had filled some 10 e forms, wrote to the nodal officer followed u p for 15 days still no positive response. is 5 k such a big amount for a brand like Air Asia, is 5 K is more than the customer satisfaction for you guys?
i asked for the refund, you straight away said no for it, when i said ok i will pay the fare difference you can change t he dates, i got a response that i have to pay a change fees which is way high than the MRP of the ticket, its really a disappointment from such a brand.
i Need Help to solve this matter, plz do some thing about it...

you may contact me @ [protected]
my id is 123.[protected]@gmail.com and booking no is ZC9P4P

I had cancelled my AirAsia Card since June 2015 and have been informed the following via email:-

"In regards of your cancellation request, please be noted we will proceed your cancellation and refund all the balance in your account to the mailing address you have provide us via cheque.

Please also be reminded that refund process would take up to 30 working days for it to complete."

I sent an email to askbig.[protected]@tunemoney.com asking for status on 25th Aug 2015. No one attending my case. I sent an email on 1st Sept 2015 asking for a status again, Finally someone called "Aaraf" replying my email telling me that they will check on it..AND That's it - No news from anyone of them.

Sending another email on 7th Sept asking for the status and outcome again. 1 week later 14th Sept "Aaraf" replying my email with the following:-

Please note upon checking, your mailing address in our system is:-
XXXX XXXXX

Please reconfirm with us whether the mailing address is correct and we will be arranging a cheque refund for you.

THAT'S WHAT I HAVE BEEN TOLD FROM THE INITIAL EMAIL ON JUNE! AND RIGHT NOW THEY ARE AGAIN TELLING ME THEY WILL ARRANGING THE REFUND TO ME AGAIN!

Till now, , I yet to received confirmation from them!

What kind of customer service it is?

Hi team,
I paid for the hot seats for my parents travelling from kul to mel, so that they can get more leg space, and travel hassle free.
Flight: d7-212
From: kul
To: mel
Date of travel: 9th sep 2015

However, in flight they have been refused to occupy the seats by the crew team. When asked for the reason, they have been informed that this is due to security reason. When my parents said they paid for those seats and if there is any such concerns airasia should not sell these seats online, the crew team was finally about the call the security.
My parents have been pushed to an ordinary seat and they called a different person to seat there, at the hot seat. After my parent's arrival at melbourne airport, I have talked to the airport authorities to know more about the security issue (Which apparently applied to airasia only) , I have been given some points which do not apply to my parents.
My understanding is, this is a clear case of discrimination by airasia.
This is very much to do with self-respect, for my parents and myself. My parents travelled in other airlines and never faced this kind of issue. If known, I could have booked tickets in other airlines.

I was travelling from Chennai to Kuala Lumpur on the 31st August 2015, I checked in at the airport at counter no 40 the staff name was Mahalakshmi, after checking my pre booked baggage I was asked to weigh my hand carry which weighed 9.5 kgs, then she asked me to reduce 2 kgs I told her I don't have any laptop bag but still she insisted then I have no choice I reduced 2.5 kgs from my hand carry and passed to relative weighting outside, After that I noticed the other passengers were allowed to carry more than on hand carry with a weight of more than 10kgs, I asked about it at the counter then she told me to refer to a man standing next to the counter whom seem to be their supervisor. I approached him and said to be fair to all passengers but he was very rude to me and said its their decision, if I want can board the flight if not I can take back my baggage and shouted to me. After that while boarding the flight I noticed many passengers carrying 2 hand carry which will definitely weigh 10kgs and one man was carrying 3 hand carry, I have took pictures of all the evidences, I was not allowed to take pictures with the flight. I could not remember the supervisor name but he he is a Srilankan guy. My concern is why partiality is shown to passengers, rules are not common to every one, the supervisor should be inquired, if needed I can travel to Chennai at my own expense to explain to Air Asia Management.
I hope the supervisor will be punished for his rude behavior and the rules be followed.

E-form enquiries I was filed without any result:
cas-[protected]-6dqbfs crm:0001391 dated 01aug2015 11:06am
cas-[protected]-wsm59x crm-0001933 dated 17aug2015 10:05am
cas-[protected]-46csoh crm-0001019 dated 17aug2015 10:21am

To make sure this issue is being resolved failing which it leaves no other alternative to approach consumer council authority to make it public that all the 14day commitments promised in writing remain just in writing and to make it clear to general public to be more alert with choosing right travel modes within the region.

Jeevan lachmandas sharma

Passenger flight air asia-ak130 27jul2015

Hong kong tel: 6699 6310

I have submitted my complaint and cancellation through their E Form which replied and said they will contact me in 5 days. I never from hear them since. I tried contacting them but to no avail. Went to one of their Air Asia customer office in Town but will submit my request for a fee. It is a reap-off! Air Asia has no intention to refund anyone. Do not fly with Air Asia.

I have booked a flight with Airasia from Bandar Seri to Manila through Kuala Lumpur (14/7/2015) and return ticket too (21/7/2015). From Bandar to Manila we had a 3 hours delay which was fine as it was a vacation so no rush. The airline got sandwiches for all passengers while waiting and that was all. No apologies even!
On the way back on the 21st of July, we received an email very late that our flight from Manila to KL is delayed (we were already at the airport). We tried to reach the person in charge, he said i will check and get back to you. Waiting for an hour, he came back informing us that the flight was delayed for 5 hours and we will miss our next flight from KL to Bandar Seri so we need to have a lay over till next day for the next flight. I started to shout as he was very cold-blooded not even giving options. I had a meeting next day at the company so i booked another ticket through Royal Brunei ti catch my work and Airasia did not even accept my request to fund the ticket back! my email is: moataz.[protected]@bakerhuges.com .

I have twice asked Airasia to supply reasons as to why 2 flights were rescheduled. This information was required in order for me to submit insurance claims for out of pocket expenses. Each time I receive an automated response claiming that my request will be answered within 5 days. Well, it is now 12 days later and I'm yet to be provided with the appropriate information.

I booked a flight to Manila at 16 July 9.15pm which was cancelled. I am complaining about how the event was managed and poor follow up refund procedure.
There was no system in place to coordinate 100 passengers in the waiting area whose flights had been cancelled. This was not only poor service, it was also a health and safety hazard.
The customer service personnel kept apologising, but were poor at keeping passengers informed
and of expediting procedures to move people into other flights or the promised hotel.
There is no clear information, either from your people, website or on live chat for refund
procedures.
The whole event has been shambolic. I would like a refund and not a credit note for the flight, as I
will be returning to London and will not be using your service in the next 3 months. I also want an
apology for the inconvenience caused, for the holiday I booked for my dad ruined and the additional
charges I received for hotel cancellation/travel back home.
I will be publishing detail accounts of the incident everywhere I can

Airasia denied me boarding under p. N. R :w91dxl on 08/07/2015 in its flight no. I5 2771 for guwhati from new delhi with boarding pass and seat no-5d alloted to me and security check cleared at t3 airpot, new delhi. Thus as a result I was made to purchase fresh ticket to travel to guwhati by vistara airlines under e. Ticket no.[protected], sec:0014 causing great discomfort and inconvience as my self being suffering from hypertension and diabetes.

My son has been stuck in bali since saturday, and was told no flights back to melbourne until 22nd july, He has tried calling air asia several times and so have i from mlebourne to try and help. i cannot get thought online or via phone. No one knows whats going on and when flights are starting again, however was told one flight left and there were plenty of seats vacant ? jetstar and virgin are putting on extra flights to get people home but no word from Air Asia. Would like to know whats going on, have even face booked them a message and they tell me to go on twitter ? not everyone has twitter. I think this is totally unexceptable for Air Asia not to tell there PAYING Customers whats going on and when they can go home!

My partner and I were supposed to be flying to Bali for my 22nd birthday on the 18th-24th July via Air Asia. Unfortunately, 4 weeks ago he had a shocking accident while working (he is a heavy diesel mechanic). While working on my car a spanner slipped and went through his eye causing him to go blind. He was in hospital for a week and is still in and out every week and will need two more operations to see if he will get any vision back (best case 10-50% back after a cornea and lens transplant). The surgeon has informed us he cannot fly for over a year due to the pressure it will cause his eye, therefore we have needed to cancel our holiday.

The reason I am writing this is because I have tried many many time to contact Air Asia for a refund for our flights over the phone and email. They have been incredibly unhelpful, rude and not listening at all. They have given every excuse as to why they wont refund us and will not help us at all. I supplied doctors note and explained our situation so many times but they just do not care. I will never ever book a flight with this airline again, the are the most rude and pathetic airline I have EVER dealt with! So unhelpful and just take money with no remorse whatsoever! the $1000 or so we spent on flights could go towards hospital bills, we told them that also and they did not even bat an eyelid! I'm am outraged and this airline!