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AirAsia Complaints 1651

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6:30 pm EDT
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AirAsia refusal to refund a cancelled flight

Air Asia X has cancelled all their flights to London. I have a flight booked from Perth to London, stopping at Bali and KL. They are refusing to refund me my flight from Perth to Bali, and only refund me my flight from Bali -- KL -- London, despite it being my connecting flight. I have been waiting 5 months for a refund and up till now I still have not received anything. I have made more than 20 phone calls to their 1300 number, and every time I am put me on hold for at least 20 to 30 minutes. Customer service is appalling, they often have no idea what you're saying and often tell you different things every time you call, depending on who you speak to. They have instructed me to lodge a 'complaint' on their website and wait 14 days for a response. I did that, it's been more than 3 months and I have not received a response. Their customer enquiries 'email' which they so often suggest that we use instead of calling the helpline is also useless as not once have I received a reply. Do not fly with Air Asia whatever you do.

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12:30 pm EDT
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AirAsia misleading and unethical practice

Warning to all potential flyers.. Avoid airasia at all cost... Go cathay or mas...

I had a flight on 5th may 7.10am to hongkong, few days ago. We were checked in at 6.30am, reached gate area around 6.50am, and they denied our entry, whilst the plane is still there.. The reason given during the queue, we were not seen and they announced it to us, which is a lie (Cause me and my wife and few others passenger on different flight and same time didnt hear any announcement). They just check out our luggage from the plane and told us we can't board!? The indian staff at the gate told us to get a replacement of delayed flight, even we plea to be allow to board... So we end up walk all over to international arrival for luggage collection and waited 40min on customer service counter, which told us... We have to buy full price ticket no replacement of offer tickets... Wtf? We was so exhausted and we spend rm860 on the next ticket purchase with no rebate or what so ever which is almost the same price as the two way flight price we paid before... And best of all the next flight delayed an hour... And our flight back too delayed an hour... I shall share this with all my friends, family and employees.. The last time I ever fly airasia... Everyone can fly these days... But dont fly with airasia...

Ps: yesterday lcct has a power failure at 1.50am... Airpost section from kopitiam onwards has no lights, fan, or aircon... People inside the toilet is screaming so rushing out including my wife inside... Im just hope mas take over soon

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11:29 pm EDT
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AirAsia terms and conditions on pregnant passenger

Dear Mr Tiew Li Kai,

Good day to you.

We had investigate with the relevant department and we apologize on the inconvenience caused.

As such, we would be able to cancel and refund the booking nos. EFFQSR and EBWINN as requested.

The refund amount will be credited to the credit card that was used during the booking in 30 working days.

With regards to your enquiry for booking nos V3KJ5Y and QERPVH, in our terms of carriage expressly states that flight tickets once boarded, cannot be cancelled and refundable.

As such, we regret to inform you that we are unable to accommodate your request.

Should you have any other concerns, please feel free to contact us and we will be glad to attend to you.

Thanks & Regards

Nicholas

Customer Care - AirAsia X

From: Li Kai [mailto:[protected]@hotmail.com]
Sent: Wednesday, 4 April, 2012 7:34 PM
To: Li Kai
Cc: Junaidah Binti Abdullah; Amardeep Singh Cheema; Gethanchaly A/P Peramal @ Perumal; Nicholas Soo Hye Meng; [protected]@hotmail.com
Subject: Re: Complaint

Hello Junaidah,

The proposal is disappointing. The mistake had caused us

1. Two days lost
2. Spoil all our weekend plan
3. Huge stress to my pregnant wife and myself
4. Running around in an unfamiliar city looking for hospitals
5. No choice but to travel on overnight flight on the following day because we should have gotten back to KL 2 days earlier

That is not gesture of goodwill. You are asking your customer to pay for your mistake.

Refund all 4 bookings is the minimum compensation for all the TROUBLE and LOSS caused by incompetence.

Li Kai

On 4 Apr, 2012, at 7:12 PM, Li Kai wrote:

Hello Junaidah,

Thank you for your reply.

Your proposal is NOT ACCEPTABLE and you should know why.

Our expectation is Air Asia X refund all four bookings as compensation to all the troubles caused due to mistake made.

Warmest regards,

Li Kai

On 4 Apr, 2012, at 4:34 PM, Junaidah Binti Abdullah wrote:

Dear Mr Tiew Li Kai,

Good day to you.

We had investigate with the relevant department and we apologize on the inconvenience caused.

As such, we would be able to cancel and refund the booking no. EFFQSR as requested.

The refund amount will be credited to the credit card that was used during the booking in 30 working days.

However, for booking no. EBWINN, we regret to inform you that we are not be able refund this booking.

Nevertheless, as gesture of goodwill, we would be able to cancel your booking and convert the fare paid as an online credit shell.

The credit can be used for your future travels with AirAsia X or AirAsia ("Credit Shell").

You or any person(s) authorized by yourself will be able to utilize the funds to purchase any AirAsia X or Airasia pre-booked product/ services and for future flight reservations to any AirAsia X or AirAsia destinations (Prefixes AK, FD, QZ and D7).

Mr Tiew, the Credit Shell will be created in your AirAsia member account.

Please let us know if you agreeable to the above and we will do the needful at our end.

Thanks and regards,

Junaidah

Customer Care - AirAsia X

From: Junaidah Binti Abdullah
Sent: Wednesday, 4 April, 2012 12:34 PM
To: 'Li Kai Tiew'
Cc: Amardeep Singh Cheema; Gethanchaly A/P Peramal @ Perumal; Nicholas Soo Hye Meng
Subject: RE: Complaint

Dear Mr Tiew Li Kai,

Good day and thank you for writing in to us.

In regards to your enquiry, we have forwarded your email to the relevant for investigation.

Once we have an update, we will revert to you at soonest.

Until then, your patience towards us is highly appreciated.

Thanks and regards,

Junaidah

Customer Care - AirAsia X

From: Li Kai Tiew [mailto:[protected]@hotmail.com]
Sent: Wednesday, 4 April, 2012 12:02 AM
To: airasiax
Cc: Li Kai Tiew
Subject: FW: Complaint
Importance: High

Resend.

--------------------------------------------------------------------------------

From: [protected]@hotmail.com
To: [protected]@airasia.com
CC: [protected]@hotmail.com; [protected]@hotmail.com
Subject: Complaint
Date: Mon, 2 Apr 2012 19:43:09 +0800

Dear Sir/Madam,

You have a very disappointed customer here.

My wife is pregnant, our original schedule was to fly from Hangzhou back to KL on March 30th (Booking number EBWINN & EFFQSR).

My wife were refused to fly with a valid approved doctor's medical certificate dated March 11th as attached.

Air Asia staff Ms. Jin (XCH0004) insisted that the certificate must be issued within 1 week prior to departure. We argued so many times that it's 30 days. She called captain AZUAN BIN ABIDIN and AGAIN and AGAIN and AGAIN INSISTED on 1 week and refused to check my wife in.

My wife was so upset and we have no choice but to leave airport with 40 kg luggage to look for hospital in an unfamiliar city.

We booked, paid a fortune and travelled the following day (Booking number V3KJ5Y & QERPVH).

Confusion on terms and conditions have caused us
1. Two days lost
2. Spoil all our weekend plan
3. Huge stress to my pregnant wife and myself
4. Running around in an unfamiliar city looking for hospitals
5. No choice but to travel on overnight flight on the following day because we should have gotten back to KL 2 days earlier

Ms. Jin refused to check my wife in even when we told her that the approved doctor's medical certificate is valid. She was so confident that it's 7 days but could not prove to us.

We just wanted to go home and we had to make so much effort and overcome many obstacles.

We have lodged complaint in
1. Air Asia office at Guangzhou through phone
2. Xiaoshan airport through phone
3. Ms. Jin face to face
4. LCCT Air Asia service desk
5. LCCT Air Asia X service desk

No one has comeback to my complaint so far and yet I have write this email to you. You should look into improving your feedback system and get back to me ASAP.
+[protected]
+[protected]

This is by far my worst travel experience and I look forward to your reply soon.

Li Kai

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11:46 pm EDT
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AirAsia comfort kid not received as paid

I took airasia flight fd 3770 from bkk to yangon on apr. 4, 2012. seat no. 6d . all booking and payment done via internet by my visa card at airasia website. i also pay for comfort kid but i did not received any. it's cost was 240.00 baht ( thai currency) my id is [protected]@gmail.com member no. [protected]. please care to refund me this amount immidiately.

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AirAsia scam

When booking on line with Air Asia it is asked if you would like travel insurance. But even if you select no they charge you for it any way and then you cant get any way of refund or help to get it back.They hang up or speak so you cant understand what they say.
They will also refer you to a fake email address.
The website is set up so you cant say NO, this is misleading and fraudulent

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Sep 04, 2016 10:37 pm EDT

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.

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justincss
US
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Oct 18, 2011 4:48 pm EDT

I now want to complaint the air asia, my situation is, now in air asia website is wrote "hangzhou(shanghai)"so i wan go shanghai so i booked, but after i booking i check back in internet, hangzhaou and shanghai is very far city and is a different place, so the problem is i go to hang zhou then how i go to shanghai ?, is a very very ### problem here, so i want to cancel my flight i call to cutomer serivce "sharif" say can cancel then after 30 minute become canot cencel my flight ### customer service, if my booking can cancel then the money deduct the cancel charges, then become credit let me book other place for between 3 mth for air asia X is ok for me, but now is the website wrote there is (shanghai) but actually is go hangzhou not actually shanghai, (customer service say that is shanghai my god) from hang zhou to shanghai stil have to go about 2 hour by car, for a booking by 20yrs old girl is it safe for that, now the air asia website is having a big mistake for that, they stil say nothing wrong and cannot cancel anything.

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NotHappy100
Highbury, AU
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Jan 04, 2012 12:38 pm EST

Will never fly agin with this Air Asia EVER AGAIN.

Myself and 4 others of family and friends were booked in to come back from Bali on the 16th January. We all have web check in forms with boarding time in Denpasar-Perth on the 15th January at 23.50 with arrival in Perth the next day at 4.05 am.So we arranged hotels and car hire in Bali and connecting flights from Perth on the 16th January at 6.05 am.
Well I decided to confirm everything today because since we booked in May 2011, this company has constantly made mistakes and their website is never working.
So after being on the phone for hours, I was told that according to their computers, we are boarding on the 14th January at 23.50 and arriving in Perth on the 15th Januaryat 4.05 am.
I scanned all 5 webcheckin and email them to 4 differentr people including a supervisor.
They absolutely refuse to admit they made a mistake and want to charge us an extra $560 each to shift our flight to the 15th, which is what should have been anyway.
There is no way we are paying all the extra money and we are lucky we realized the problem today the 4th January so that we can still organize a night in Perth etc.
But I am feeling sorry for all the other passengers that will rock up at Denpasar on the 15th January to board at 23.50 to be told that their plane left the day before and that to get on the plane they will have to pay an extra $560 a ticket.
I think that a lot more people than us will be affected, because 4of us booked at the same time but the 5th person booked over a month later but he was told that he is meant to board on the 14th January even though his web check in also says boarding time on the 15th January at 23.50.
I am starting to think this is a scam to force unwary tourist to pay exorbitant extra fees.
Leo Drioli
Editor
InnerSelf Newspaper

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Chan_23
johor, MY
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Aug 01, 2012 5:10 pm EDT

if you read cerefully, it says "click Cancel to remove insurance" instead of normally we just carry on clicking the OK button to continue the booking but the window pop up is a trick for us to click on OK, it's a common sense to carry on the booking and our brain think if we choose cancel mean canceling the booking.

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AirAsia refund request qualified by customer service but rejected by finance dept

Re: compaint for refund processing for booking id jecixh and case id reference cas-1833547-qkj1ck.

My booking number is jecixh for 2 apr from clark manila to kul for two passengers - archana kotadia and malikkhan kotadia. I have asked for a refund for this booking on 17 march, which has been denied / rejected by the finance team. Case number for the same is cas-1833547-qkj1ck.
I am not okay with this rejection of the refund request as I was told by the customer service through whom I made the request for refund that my booking was qualified for full refund to my credit card not once but twice on two days by two different agents. They confirmed that my refund request was eligible / qualified and would be processed and I would get a confirmation of the same by email soon and then the refund to my credit card account in 15-30 days. Nowhere in the conversation was there a question mark on the refund - it was a done deal and only needed to be acknowledged and confirmed by the finance team and then processed by the bank.
The confirmations given to me by customer service have been checked into by the supervisor at that call centre and she confirmed that they told me that my booking was qualified for refund and that I would get the same in my account in 30 days, finance team doesn’t seem to agree. But I as a consumer / customer cannot suffer because the customer service and finance team are not on the same page.
Air asia needs to go through with the commitment made to me by their own customer service team. Hence give me a full refund to my credit card account for the amount of the booking.
I have been talking to customer service at philippines on this issue since 16 march and below are the details of those conversations and what has happened since.
I received two emails from air asia on changing the flight times of my flight. This was not convenient for me anymore.
Hence I called up the call centre @ philippines [protected] to find out what my options were.
Call 1 - call date - march 16, time around 2pm. Agent spoen to - darah agent id - xag 01134
I told her I had a problem with the new flight timings and wanted to know if refund was an option.
I asked if there was any way to get a refund since the flight times had been changed. She put me on hold for 2-3 mins I think and then came back and send the booking was elgible / qualified for refund.
I confirmed this again with her. Then I asked how would this refund be? Can I get a refund back to my credit card account as I don’t want a credit in my air asia account.
She again checked and confirmed after some hold time that it can be done to both air asia account and to credit card but the second option would take around 30 days for the credit to show in my bank.
I told her I will think about it and call back.
Call 2 - call date - march 17, time around 11.30am. Agent spoen to - kiara - agent id - xag 01136
I told her I wanted to refund basis my conversation the day before with darah and wanted the refund to be done to my credit card account.
Kiara told me she will check the details and check I this can be done. She came back after a long hold and told me that my booking mentioned above was eligible / qualified for the refund. She again told me that I had two refund options - credit to air asia account for upto 90 days or credit back to credit card account which will take 30 days.
I confirmed my preference for refund to my credit card account which was used for the booking. She told me I will get a confirmation of the refund processing by finance team within 1-3 days.
At the end of this I asked her for a reference number or a email immediately confirming that my refund request has been submitted. She told me she cant do that since the email has to come from finance team which processes the refund. I said ok then give me a reference number which corresponds to the refund request processed by you and confirmed as being qualified.
In this conversation there was no where a question about whether this refund request was legit / qualified or not. It was a done deal as per kiara. It was only upto finance to process the same and confirm the same.
I still insisted on a reference number as I am aware that usually any request should be given one in customer service. She checked about this for quite some time and then finally came back and gave me a case id - cas-[protected]-xp07. I took that down along with her name and agent id as she couldn’t give me her complete name and I wanted to be able to find the right kiara incase I had an issue.

I got off the phone with the clear understanding that I now have to wait 30 days or the refund in my bank credit card account. And went ahead and made new bookings with other airline for my travel which was more convenient to me than what the revised schedule of air asia was giving me.

So when on march 17 I got the email from air asia rejecting my refund request I was surprised, shocked and upset.
I went through the mail and went on airasia.com to check the details on my booking page. There was no reason given. It just said that if there were any queries I should click on contact us. I did that and was guided to a page with many options - a feedback form or a call to many call service centres around the globe. I decided to call the customer care centre at philippines again & ndash; esp since they were the ones who had confirmed my refund to me and I wanted to know what happened suddenly.

Hence I called them yet again - this is a long story & ndash; hope u have the patience.
Call 3 - call date - march 17, time around approx 3.15 pm. Agent spoken to - jazz - agent id - xag 01143
I told her about my issue. Asked if I could speak with kiara - she told me that’s not possible but she can help me. I narrated the whole story I detailed above to her and asked to be given my refund.
She told me that was not possible since the number of hours of flight change was not sufficient for a valid refund request. This was the first time I had heard this. I am not the one who knows the rules of air asia. But I expect the cutomer service to know when they made a commitment to me telling me my booking was qualified for refund.
I was not okay with options she was giving me other than refund to card account as I told her I had already made bookings elsewhere. I told her I wanted to speak to a supervisor. After about 30 mins o f conversationa and holding with jazz I was connected to her supervisor & ndash; fiona

Call 4-transferrred to supervisor for escalation - call date - march 17, time around approx 3.45 pm. Agent spoken to - fiona - agent id - xag 01160
I spoke with fiona gave her all the details I have written above and how both her agents told me that my booking was qualified etc etc and that I needed my refund as I no longer was ok with rebooking.
She told me she would investigate and call back within 24 - 48 hours. I confirmed if that included the weekend - she told me yes and that she was working the whole weekend.
She confirmed that mostly by sunday march 18 3.45pm or latest by monday march 19 3.45 pm she would call me back with the resolution and investigation result.
I waited and waited all day sunday and monday till 2pm but I didn’t get any call back at all fromfiona as promised. So I called again.

Call 5-call date - march 19, time around approx 2 pm. Agent spoken to - I don’t remember her name any more and I didn’t write down as I asked for fiona - agent id - xag 01160
I was told by the agent that fiona was busy and was working on my investigation on the refund and would get back soon. I asked her when and she said soon in half hour or so.

I waited and waited again and did not get any call & ndash; by this time I was getting angry as the customer service supervisor was not honoring her commitments made to me.
I called back again at 4pm - 48 hours after my escalation to the supervisor and beyond the time she had asked for to resolve my case.
Call 6 - call date - march 19, time around approx 4 pm. Agent spoken to - I don’t remember her name any more and I didn’t write down as I asked for fiona - agent id - xag 01160
I called again at 4pm and after much arguing with a customer service agent and being told for 15 mins how fiona was so busy and will get back to m later - I insisted to speak to her and finally was put through to her. Her response was that she was not able to complete the investigation in the last 48 hours and would get back to me without fail before 7pm.
I told her hope this time she keeps her promise and she told me she definitely would. She called me at around 5pm with options same as what was given on 17th march in evening when I escalated the case and I told her I am not okay with that but want my credit card refund only as it was confirmed and promised by the customer service agents kiara and darah. She told me she is escalating to senior management and will get back to me by 7pm same day.

Again I waited and waited and didn’t get a call back so at 8 pm tired and fed up and upset and angry I called the number for customer service for air asia in philippines once more.
After begging and demanding to speak with fiona for 15 minsutes she finally came on line & ndash; from her many important jobs and busy schedule of everything other than meeting the promise and commitment she made to me.
She told me she cant do anything anymore but I should fill the e form on the air asia website. But on my questioning she confirmed that during her investigation she was able to confirm that both kiara and darah had told me that my booking id was qualified for refund and that I would get my refund to my credit card account in 30 days. But she cannot help me ! Ha ha ha
This was an astounding response and shocking and made me very upset and angry but what could I do. So here I am wirting here.
I want my rerfund to my credit card account and want it immediately!
Very disappointed customer - archana kotadia

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AirAsia tricky careless air asia

Bought tickets for me & my wife from perth to kl & then connecting to kl to dhaka, bangladesh in november 2010. Now in june 2011 air asia decides to suspend flight to dhaka for good. Thay didnt inform me. Saw it in a news paper. Called them for few days & thay said there is no such thing happening. Yesterday they put on their web that the flights are not operating anymore. Still they didnt inform by any email or sms which they say they will ( god knows when). Called them & they said they can only refund kl to dhaka flight and that will take 60 working days! What i do now? I cant go to my destination. Cant take another flight from perth because they wont refund perth to kl. If i take another airlines from kl that will cost me more money and they all operate from klia so i need to change airport from lcct to klia. Cant get money back to buy another ticket.

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AirAsia very bad customer service

AirAsia should charge their name to "Pick Pocket Airlines". This would represent a better description of what to expect. They should also provide a compliment cigarette after the flight for those who prefer a smoke after they have been ripped off.

We flew with AirAsia on Feb.13, 2012 (Flight# FD3025) & Feb.19, 2012 (Flight# FD3024), BKK - HKT. Both Flights were up to one hour late.

We have traveled around the world often, this is the 1st time use AirAsia and will be our LAST, lots hidden fees, their website is a mess when you try to pay your baggage fees upfront -- impossible, customer service at the airport is the worst I have ever seen.

You better double check your credit card statement when you home because they had charged us on the same item twice.

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AirAsia a money sucker airline

This Airline should NOT exit to make money. I traveled about 6 times in a year but due to the almost monopoly route (fireflyz.com offer 3 times a weeks) that AirAsia make (fly 7 times a weeks), I usually had to choice but to choose AirAsia. Let me make this specific, the airticket flying between Pekanbaru (in Sumatra) to KL is not cheap. Everytime it is close to Rp1 million or about USD100. For a 40 minutes flight it is a robbery. It should be more like USD50 to $60. AirAsia is also trying to nickel-and-dime (American sayings, same thing like duit mata in Indonesian language) to suck every dollar out of you. There is little customer service, the experience of booking thru their website is terrible. You falls into many trap. Automatically the flight insurance will kick in. If you want to remove the insurance you have to look real hard where to click and then if counter to common practise, you anwer "cancel" to the question of "Do you want to cancel insurance?" The way it do business it that as much as I hate it is and wish it would bankrupt (it wouldn't), it would taper off and stop growing as a business. I hope the management will wake up and read all the complaints people had.

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Kelvin Bong
MY
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Apr 03, 2012 4:19 am EDT
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I make a few bookings in May 2011, the bookings were confirmed but is not listed in "Manage My Booking" list right away. Those bookings only appear on 20 March 2012! And this situation had caused a scenario that I spent double for repeated bookings!
I try to reach AirAsia customer care line, but it's no longer available. The only option I have is to chat with the customer care representative via Live chat on Ask AirAsia Website. After spending sometime express the problem to AirAsia Customer Care Representative via live chat, she says AirAsia did send confirmation email to my mailbox upon successful booking. But, it is suppose for your system to list the booking in "Manage My Booking" once the booking is confirmed? I log in with my AirAsia ID, check my booking every time before I plan for my next trip. I trusted your "Manage My Booking" function, and since I could check my booking, check in my flight and almost everything I can do once I login to AirAsia Website, it is not an excuse for AirAsia representative blaming me not checking my mailbox after booking was confirmed!
she says there is nothing she can do from her side and suggested me to write an eform for further investigation。 I wrote 3 eforms so far and it's been the 14th days, the problem remains unsolved and I am not satisfied with the way AirAsia Customer Care representative handle the case! I posted messages to their Facebook and clearly proposed that I want the date change with no extra charges, but the rude and unprofessional customer care ignore my request and insist to credit the fare to Credit Shell, which I have to pay the balance with my Credit Card (Another processing Fees)on the next time I made booking. This is unacceptable!

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AirAsia treated and scolded by the staff

I was treated badly at airasia airport at international airport in Kota Kinabalu, Sabah, it all begin when they rejected my luggage containing tropical fruits, the ticketing officer scolded and harshly say to me that I can't bring the luggage with me, understood the terms, but I am very disappointed in their services when the staff are badly trained and very rude, don't they have respect for their customer? Can't they explain to customer nicely?i don't have anything against the airlines, I have been traveling with airasia ever since and don't have any complaints, until this particular days 28 Jan 2012 around 5 to 530am ticketing staff, male At counter 5, scolded and humiliate me, he even raises his hand when he speak, I've been in a customer service before and that is not how u treat ur customer, I really hope air Asia can take this thing into seriouse matters, after all it's all about the customer satisfaction, I might not want to fly air Asia anymore, and as well advice all my friends and relative to do the same because I might afraid they will experience the same thing.

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Sean8228
SG
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Mar 25, 2012 8:59 am EDT

yes i agree was told off by ground staff to be at the gate half an hour before. They seem to like keeping people in the holding area and the flight was a late arrival. The last straw for me was on my last trip flying Jakarta to Singapore. just got screwed by air asia. my flight from Jakarta to Singapore was a nightmare. I had checked in and was waiting in line to clear immigration. Duely informed an air asia rep. that i was on the 2 p.m flight, the rep. or ground staff told me that the flight would wait. however, when i finally did clear immigration i was firmly told that i would be kicked of the flight and the doors are closed and that it was my fault for being late...the sheer arrogance is what gets to me.

at the end of the day i was bumped off and the unapologetic ground staff told me to buy another ticket. I decided to fly garuda which at the end of the day is a full service airline. you get a meal and a hot drink and some service. To everyone out there its not worth saving the $50 bucks. I will only fly Air Asia if i found myself poor. But then again their flights are no longer that cheap...the beginnning of the end for them ?

plus recently you cant manage your itinerary unless u login. To login you need to join as a member. Sneaky and unethical !

A
A
909654
MY
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Feb 23, 2012 3:08 pm EST

worst airlines and ground staff EVER! HATE it HATE it! complete ###s and ###!

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AirAsia scammed

We booked flights to Europe in April 2 months ago. Last week we received a notice that the flights have been cancelled by Airasia . Upon checking the airline could not offer any alternative, yet they wanted to credit us for the amount paid, so we could use our refund to buy another ticket. Since Airasia doesn't fly to any European destination from april onwards, this offer is useless. We have since been busy to get a refund, which according to the customer service could take 2 months! After googling a bit I noticed that people have been waiting for Airasia refund for months, already for years. This is really unacceptable and smells like a scam.

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wantic
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Jun 26, 2014 1:07 pm EDT

I have same experience with you.Airasia cancelled our flight from Maldives to colombo round trip and kuala lumpur to Maldives round trip.we received a mail that we can change our flight to any destination that they have, and we were happy to hear about that. After a few days when we message them that we want to change our flight from KL to Jakarta, at first they said they can not change any flight for us.then we attached the mail which is the mail they promised us that they will change for us, THE answer we got is they can help us to change any destination except jakarta because the distance is NOT FAR ENOUGH! what a stupid excuse!
we ask for refund after that, but they said they only can refund the money to the credit card the one i used to buy the ticket. but i already canceled that credit card, which means i can not get my money back!

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AirAsia faulty on line booking

to all the passengers using airasia in asia, kindly please be careful in using their online booking as its faulty and there is no after sales service for their mistake, i had booked a tkt to honking from bangkok and return for 19 sept 2012 and ret on 21 sept 2012 for evening flights but after the payment all flights confirmation were for morning i called the airline office they say they can't help but if i pay they can, and later after a lot of confrontation was asked to pay a mail to their online help desk, to whom i mailed and got a confirmation mail of reply within 5 working days but has been weeks and they haven't replied and again when i called them they say have to pay and all can be done else nothing keep on writing the complaints and wait ... so i would rather advice you all to be careful and use full service airlines for little extra like thai airways or bangkok airways but refrain from all this cheap thugs and goons .

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10:42 am EST
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AirAsia impossible to change bookings

On Friday 4 November 2011, I attempted to postpone my bookings Penang Bangkok from Sunday 6 to Friday 11. After a significant umber of unsuccessful attempts through the company "Change your bookings" webpage, I contacted their Chartroom. One full hour later, I was still queuing (from nr. 13 I had graduated to nr. 6 on the waiting list). The connection was lost. When trying again, I had become 21st. It was then 7 pm. The next day, I called AirAsia hot line (at RM 1.95 per minute). Tape recorder. After a few minutes, the line was cut. I called again. Same tape recorder, then, after a while, a human voice, lots of useless questions, line turned weak, impossible to hear anything I was told. I went to the AirAsia office downtown to be informed that the system was down but that, in any case, it was too late to change flight since there was less than 48 h left before that originally booked. I explained this was not my fault and was told - in no uncertain terms - that I should go to their office at the airport and "try". This, I did. Travel from downtown. Queue. The person behind the counter checked his computer and eventually agreed to amend my booking. An email would be sent to me within 24 hours to confirm. I was naive enough to believe it. 48 hours later, having not heard from AirAsia, I sent them an email. A no-reply email came several hours later thanking me for the information provided. I then tried the Chatroom again. It was not working, and a window appeared on my screen offering me to write down a message so that AirAsia would contact me as soon as possible. Two days later, still no answer. With this costly hassle and time lost, AirAsia ticket has become as expensive as a problem-free Thai International ticket. And at least, on Thai, meals are free!

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6:52 pm EDT

AirAsia fraudulent intentions

am still not sure, if I can say confidently that Air Asia has fraudulent intentions in doing what it is doing.
Air asia has cancelled the service btw abu dhabi and kualalumpur permanently.
I was given enough notice, and asked to contact by email for refunds.
we had booked 4 tickets round trip.
But no replies to nemerous email sent.
they dont pick up the phone.
On twitter, they respond, but when the "refunds" is mentioned, they go dead.
Are they frauds, or just confident that the passengers cannot do much about it.

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Adeline sia
MY
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Mar 11, 2012 12:49 am EST

I would like to inform that Zachary oh eng watt the commercial sales manager of Air Asia was company bribes since 2011 with some staff under him. Pls thorough investigation to this person. Hope give more in-depth investigation to this person.

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AirAsia cancel my booking without any notice given

I have booked my flight ticket from PEN to KL, date: 16/10/12, time: 0650a.m on 24/9/11 morning and payment have direct debited from my HLB saving a/c with amount RM112. After one day I still yet to receive any mail Confirmation and Itinerary from air asia and I make a call by today. But the person who pick up my call ( Malar, Indian girl) said air asia have already cancelled my flight. How come can cancel my flight without given out any notice? Your side have already debited my a/c but cancelled my flight booking. I hope you can give me a good explanation for this serious issues.

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12543333224221252
MY
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Mar 16, 2012 5:56 pm EDT
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Despite the cheating of Air Asia, occasionally I find a flight I want, and I book travel months (maybe nearly a year) ahead to get the right price/deal.

Did this for Air Asia and KL to India. A few months later Air Asia cancels that route and offers a refund or will advise replacement travel at least 2 months prior to the flight date. So I wait courteously. 2 month deadline passes. A few days later I email. No reply. Email again. No reply. Email 6 addresses I've collected inside Air Asia. After a week, one reply telling me that they will contact me 2 weeks (not months, now) before the flight. I reply and say that's unacceptable as I need to book hotels, but I receive no reply. I re-email. No reply. After a week IO go to my local Air Asia office which tries to give me another email address, says they can't phone anyone, have no boss, cannot use email. Finally the kid phones someone, is quickly and easily given my replacement flights. Writes them on a scrap of paper, cannot do so on any official letterhead, cannot print anything from computer, suggests taking a photo of the computer screen until colleague tells him not to, and finally puts a 'chop' on the tatty piece of paper. I find that the Malaysia Airlines' flights have the same code as the original Air Asia ones for the same destination. WHF? Does this mean AA sold the flight routes to MAS, and is now trying to get prepaid customers to cancel and refund rather than honour its flight committments as this may cost AA more than the refund? I don't know.

I know that was my last AA flight. No more to the UK, nor Australia. Abandoned my regular ones to China a couple of years ago. Not sure I believe that Air Asia is the world's favourite low cost airline. Seems everyone I meet has a horror story and is actively sharing them with others.

The message is clear. Don't wait for governments. Vote with your feet, and be active in sharing your experiences amongst your friends and work colleagues about all bad companies:
- Air Asia
- Dyson Vacuum Cleaners
(that's a start...lol).

"When the buying stops, the cheating can too."

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10:04 am EDT
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AirAsia stewardess's attitude

To whom it may concern,

I am a malaysian. Recently I flew from klia lcct to india. Generally, all went fine, however, there was this stewardess who behaved so badly that could turnish this ambitious and successful airline. She had no what so ever courtesy to apply any of those "thank you", 'excuse me" or even a 'please'. She behaved as though the passengers were shcool kids. She went on saying "duduk" or "sit first". Worst of all, when she was walking down the aisle selling duty free perfumes, she went showing the bottles to passengers faces who were sleeping and she went giggling with her collegues about her funny act. I was wide awake and was watching this disgraceful attitude of a malaysian who will bring an impact to the airline and being a rude malaysian.

I would like to suggest that this staff is called for a training on how to behave as a customer service staff.

Steward name: yunira
Flight no: ak231
Time: 8.55am
Date: 13/09/2011
Destination: thrichirapalli (Trz)

Caring malaysian
Priya. K

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AirAsia payment method / change of schedule

The AirAsia is simply a money sucker. In my booking, I attempted to use direct debit via online banking from my CIMB account, but the system won't let me through even tried many times; by the time I switch to credit card payment it was passed instantly...of course, with an extra charge of RM32 process fee...what a great way to make money!
In addition, AirAsia offers SkyBus airport shuttle to KL Central or 1 Utama shopping center. I have to admit this is actually a good service, but the latest bus back from LCCT is...7:45pm, and apart from the Bus Schedule hidden somewhere in the website they is no implication at the time of buying the "additional (or so called 'value added') service". When I discovered the return flight will be too late to catch the last bus, well, there is nowhere in the paid booking management page that I can change or cancel the skybus for refund...let alone AirAsia's usual "No Refund" policy to all changes of schedule despite who the hell you are.
After looking for the "Premium Customer Service Number" and reviewing feedbacks, I decided not to pay RM1.95/min and end up with nothing but anger. Don't even bother to try.
It was such a disappointment to see the world's "BEST" low cost airline eventually turns out to be a greed money eater by charging every little piece of thing. The seeming "low fare" means nothing but to set your feet onto and off their airplanes.

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AirAsia unprofessional service staff

I booked a flight for my wife and my son from KL to Singapore for them to connect to another flight to Shanghai. She had printed out boarding pass using barcode, and went to counter for checking in baggage. However, the service staff at the counter, with a very rude attitude, insisted that my wife to show printout of e-ticket of Singapore Airline, and refused my wife for checking in baggage for one hour which eventually caused them not able to board the flight, and had to buy another ticket, which then caused our loss for first two tickets! Since now most of airline use e-tickets, and usually we won't have access to printers during traveling, under which law or policy this miss has the right to request for a printout of another airline's e-ticket, and stops my wife for checking in baggage? My wife even had e-ticket file stored on ipad and showed to the staff, but she even didn't take a look at all. What's wrong with her? Can we consider this as a discrimination? Later my wife asked the agents at other counters, they all said it's valid without a physical printout, but further more, she is not required to show e-ticket of next flight since it is not a connecting flight! Why AirAsia has such inconsistent training among their service staffs? Is that what you got with CHEAP flight?

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8:41 am EDT
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AirAsia delate, double payment bagage over

I had through agent e - ticket from bali to bangkok with overstop in jakarta
Once in nali airport i paid a 32 euros penalty (380000rupies) for 4 kilos ! But didnt stop there
In jakarta i had to pick up bagages ad use a taxi to change terminal (How nice) .
Once in the international terminal they asked me to pay again the overweight because in their
Opinion was 2 independent flights, allthough my heavy complains, i finally forced to pay
Another 40 euros (500000rupies) , so total 70 euros for ###ing 4 kilos in asia. . . Plus taxi etc
But there is continue. Flight had a 3 hours delay. All the 3 hours we were told every 20 min that
We are living in 20 minutes, so we were siting like stupid on the pavement ! As we were not allowed to enter
The departure sall and the flight was soon to leave ! What ###. . . I swear nevver
To step in airasia aiirplanes again. . .

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AirAsia late bus, rude bus conductor & driver

Like other Airasia's customers, I had paid Skybus fare in advance so I waited for the bus eventho bus came late resulting long queue. By the time the bus arrived, some customers still unable to get seat and have to wait for few hours more for another bus. Last time I waited for more than an hour but nobody knows when the bus will arrive, even bus conductor who used walkie-talkie to communicate with Skybus drivers. When bus arrived, Skybus refused to let me in due to all seated had been occupied. I almost missed flight due to that inefficiency. My heart still badly ached when I recall the incident. Luckily, there was a better bus service called Aerobus. I took the bus straightaway after Skybus chased me out of their bus and the bus departed to LCCT 5 minutes later. At lcct, I saw a few Skybus were parked opposite Tune Hotel and I wonder what happened to those busses. Was it broke down or the drivers prefer to hang out somewhere there? After the incident I never book Skybus online eventho price will go down very cheap because I'm afraid the service will be crappier too.

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About AirAsia

Screenshot AirAsia
AirAsia is a low-cost airline headquartered in Malaysia, offering domestic and international flights across Asia and beyond. It provides affordable travel options with a variety of flight schedules. Additional services include online booking, seat selection, and in-flight purchases.
How to file a complaint about AirAsia?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, succinctly summarize the main issue you have encountered with AirAsia. Make it specific and clear, such as "Unexpected Flight Cancellation by AirAsia without Refund".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience with AirAsia. Include key areas such as booking issues, flight delays or cancellations, customer service interactions, baggage problems, or any discrepancies in charges or refunds. Mention any relevant transactions, including dates, flight numbers, and booking references. Clearly articulate the nature of the issue, steps you took to resolve it, including any communication with AirAsia's customer service, and the company's response or lack thereof. Explain how this issue has personally affected you, whether it be missed events, financial loss, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your claim, such as receipts, boarding passes, correspondence with the company, or screenshots. However, be cautious not to include any sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with AirAsia. In the 'Desired Outcome' field, specify what resolution you are seeking, be it a refund, compensation, or a formal apology.

7. Review before submission: Before submitting your complaint, review it carefully to ensure that all information is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all details are presented in a logical order.

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9. Post-Submission Actions: Following the submission of your complaint, make sure to check back regularly for any updates, responses, or requests for additional information from either ComplaintsBoard.com or AirAsia. Stay engaged with the process to maximize the chances of achieving a satisfactory resolution.

Overview of AirAsia complaint handling

AirAsia reviews first appeared on Complaints Board on Feb 25, 2008. The latest review Flight tickets refund was posted on Nov 19, 2024. The latest complaint Flight Credits was resolved on Sep 13, 2023. AirAsia has an average consumer rating of 1 stars from 1653 reviews. AirAsia has resolved 132 complaints.
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  1. AirAsia Contacts

  2. AirAsia phone numbers
    +60 160 085 8888
    +60 160 085 8888
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    14%
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    24%
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    27%
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    More phone numbers
  3. AirAsia emails
  4. AirAsia address
    LCC Terminal, Jalan KLIA S3, Southern Support Zone, Sepang, 560025, Malaysia
  5. AirAsia social media
  6. Nick
    Checked and verified by Nick This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 19, 2024
  7. View all AirAsia contacts

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