AirAsia’s earns a 1.3-star rating from 1652 reviews, showing that the majority of travelers are dissatisfied with flights.
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Bunch of crooks
Flight was cancelled and rescheduled 36+ hours later than the original flight 1 week before the flight. This would have costed me an extra $5K to stay with the reschedule, so a refund was requested. 15 months since refund case has been opened and no responses from the airline. Their AI chat is useless as it just goes in circles and doesn't actually connect you to a person anymore. Regular emails sent to the customer service with no responses. There are scammers targeting people like me saying they will resolve my case - FRAUDS. How is this company still in business by taking customers money and not returning it.
Recommendation: Stay far far away from this Airline.
Booked flight Sep 19, 2022 for Nov 22, 2023 flight time. On Nov 4-12 with several flight cancellation and rescheduled, the new flight time was 36+ hours later than the original schedule. With that, had no faith the company wouldn't further delay or cancel the flight, I requested a refund and logged a case on Nov 20, 2022. It is now Jan 2023 and no responses from my numerous emails to CSR (agss_refund@airasia.com, airasiasupport@airasia.com, communications@airasia.com). My case number can no longer be found in my profile on their web portal, but through the AI chat, I am able to get a "status update". The chat itself is useless as it doesn't actually do anything when you want to chat with the person. The standard response is "It has been more than 30 days from the date of submission. We apologize for the delay in processing your request. Our Allstars are currently working on it. We appreciate your patience and understanding as we strive to resolve this for you. Please hold on, I’m escalating your follow up to our fellow Allstar. Rest assured, we understand the urgency of your situation and are already working on it." I have left this chat on over 24 hours on several occasions and was never connected to anyone. I use to be able to connect to a real person but they themselves all provided lip service with no actual action and quite rude.
Free rescheduled flight time between 24hrs_ Lay Kim Lee (Booking No: Z7YIUZ) 13 Dec 2023 Kuala Lumpur ✈ Langkawi - Travel Itinerary
AirAsia,
I have done booking on 16 August. 2023 for KUL to Langkawi departure on 13 December [protected]@15.10pm & arrival on 16 December [protected]@9.30am. unfortunately, after I received confirmation booking, I found departure on 13 December. 2023 was changed to 7.05am instead of 13 December 2023 15.10pm.
I wish Air Asia free rescheduled departure time to 15.10pm without any charges.
P/s: I couldn't get Air Asia hotline. the line is always busy.
Thanks & Have a Nice day!
P/s: I will drop email as well for the above matter.
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Pros
- Affordable fares for budget travel
- Extensive network across Asia-Pacific
- User-friendly online booking system
- Diverse ancillary services offered
- Frequent promotions and deals
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Cons
- Limited long-haul destinations
- Extra fees for add-ons
- Inconsistent flight punctuality
- Limited premium service options
AirAsia Complaints 1650
Travel voucher - no ability to claim or use on flight bookings
To Whom It May Concern: RE: Travel Voucher - [protected] The AirAsia travel voucher I have, #[protected], does not expire until 12 July 2027. As indicated in my account the travel voucher is worth RM 5,691.40 and can be used to pay for AirAsia and AirAsia X flights or add-ons. However, when I booked a flight on either the AirAsia website or...
Read full review of AirAsiaDenied boarding
I booked a flight at 245pm an at 215pm I asked has it started boarding yet they said no and I went for a smoke and 230pm I sitting at the gate and at 235pm I asked the staff what time then board they say the flight took off already. I said my flight is 245pm n u took off at 235pm. Its ridiculous and I always fly I know how boarding works. If flight is at 245pm usually 235pm we still queuing to past the gate or walking to the plane but in my case the plane already left the gate at 235pm. U cannot took off early when not everyone is onboard. U had to wait till the departure time then u can go but what did air asia reply. I will train our staff better next time but whats the use since it costs me $267 for the next 1 way ticket when its the airline fault
Desired outcome: full or partial refund of the 2nd ticket for the next flight that i paid
Confidential Information Hidden: This section contains confidential information visible to verified AirAsia representatives only. If you are affiliated with AirAsia, please claim your business to access these details.
flight tickets reschedule fee
On April 6th, I booked a ticket from PEN to LGK. I realised I booked a wrong ticket, so I wanted a refund. From Bo, he told me that I cannot refund my ticket, but instead, i can reschedule it. And it stated that I need to pay the additional fee for rm109.50. However, after Im done with the payment, it stated that I just paid rm 185. It was nonsense as I even screenshot before I paid.
Claimed loss: rm73
Desired outcome: rm73
Confidential Information Hidden: This section contains confidential information visible to verified AirAsia representatives only. If you are affiliated with AirAsia, please claim your business to access these details.
Is AirAsia Legit?
AirAsia earns a trustworthiness rating of 91%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for AirAsia. The company provides a physical address, 18 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
AirAsia has claimed the domain name for airasia.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.
Airasia.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Airasia.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
According to our analysis, AirAsia appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.
We looked up AirAsia and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
However ComplaintsBoard has detected that:
- While AirAsia has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 8% of 1650 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
- We conducted a search on social media and found several negative reviews related to AirAsia. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
Flight change
My booking number is G7I2QJ. I have booked a round trip from Bangkok to Manila. The dates are all correct and the return flight is perfect. I made a genuine mistake by booking the wrong flight time from Bangkok to Manila. I was supposed to select an earlier flight time, an easy mistake to make.
You will not let me change the flight to an earlier flight that morning without cancelling the whole round trip. You will not give me a refund for this which is very unfair. All I want to do is change the departing trip to an earlier time in the morning. Please can you just let me change it to avoid me cancelling the whole trip. I will even pay some extra to change it if need be. I really don't think this is a difficult thing for you to do.
Confidential Information Hidden: This section contains confidential information visible to verified AirAsia representatives only. If you are affiliated with AirAsia, please claim your business to access these details.
Complaint regarding damaged luggage and disappointing handling by airasia staff
Dear AirAsia Customer Service, I am writing to express my extreme disappointment and frustration regarding my recent experience with AirAsia. During my recent flight QZ463 from Lombok Indonesia to Kuala Lumpur Malaysia, dated 11/02/2024. I encountered a significant issue with my luggage. Upon arrival at my destination, I discovered that one of the...
Read full review of AirAsiaThe company is withholding money that is rightfully mine.
My flight was originally at 3:00 pm on 30/11/2023, however, I got an email from AirAsia on 18/10/2023 that my flight was rescheduled to 9:00 am on the same day with an option to cancel for a refund if I was not okay with the changes. I requested a refund as was instructed in the email and I got an email that my refund would be processed within 60 days. I never got my money back from them and upon following up several times with them they denied my refund request with the reason that the 9:00 am flight was delayed to 2:45 pm on 30/11/2023 and since the time difference between the original flight time of 3:00 pm and the flight time on the day of take-off which is 2:45 pm was less than 30 minutes my refund request is denied. However, I had requested cancellation and refund for the reschedule from 3:00 pm to 9:00 am. It is not my problem if due to their shortcomings, the 9:00 am flight got delayed to 2:45 pm on the day of take-off.
Claimed loss: 220.51$
Desired outcome: Refund my payment
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Boarding process
Booking Number: OYSZFA Complainant: Mary Jean Gutierrez Flight Details: MNL - CEB Flight No: Z2771 Depart date: 15 Feb 2024 Boarding time: 18:50 To Whom It May Concern: I am mary Jean, a law abiding and respectful citizen of this country. I was also diagnosed with Breast Cancer (PWD) and opted for Alternative Medicine. I am a resident in...
Read full review of AirAsiaComplaint on air hostess
I was traveling from Kuala Lumpur to Manila on 14th Jan 2024 flight number : AK-582.
Both the air hostess were very rude to me.
I was traveling in premium seat even then they think I cannot afford one water bottle.
Very racist behavior from those two air hostess because I am Indian and I have black skin.
Air Asia portal is not very user friendly to complaint. Please, take necessary action against them. This is the first time I faced racism in flight from Philippines people.
Confidential Information Hidden: This section contains confidential information visible to verified AirAsia representatives only. If you are affiliated with AirAsia, please claim your business to access these details.
Change of flight
I booked two tickets on a flight with Air Asia on November 30, 2023, to fly from Puerto Princesa to Manila on February 19, 2024. The flight was scheduled to depart PPS at 7:45 AM and arrive in MNL at 9:10 AM. On January 22, 2024, I received an email that cannot be responded to, from Air Asia, stating that my flight "has been rescheduled due to operational...
Read full review of AirAsiaPoor service which led to missing the flight
I booked a round trip ticket from Johor Bahru to Penang and vice versa from 23 Jan 2024 to 27 Jan 2024 from Mail Id [protected]@hotmail.com from air Asia website on January 01 2024 with booking reference number N7HMYZ for my wife Geetha Kannan She reached Senai International Airport at 10.45 1hour prior to check in for 11.45 flight .She went to kiosk to...
Read full review of AirAsiaTravel - any airlines
I booked a flight on december 21 for my niece going to vietnam (reference# [protected]). After the payment processed, the system showed my booking as cancelled and was for refund. After using the useless customer service chat "chat with bo", my banking information which i provided on the same day, december 21, was asked countless time everytime i will ask for the status of my refund. And all of the allstar i talked to all provided generic responses which does not really provide any help to a customer asking for a status.
The loop of asking for status on the refund and then customer service asking for my banking information has been in an endless loop since december 21, no movement, no update no anything.
This is the worst customer service experience i have ever encountered. I hope the management of airasia take this matter seriously and provide swift action.
Claimed loss: BECAUSE OF THIS MISHANDLING OF AIRASIA'S CUSTOMER SERVICE, MY NIECE WAS UNABLE TO JOIN THE DEBATE COMPETITION IN VIETNAM DUE TO THE UNAVAILBILITY OF THE FUNDS DESIGNATED FOR HER AIRFARE. WE LOST $200 IN HOTEL ACCOMODATION CANCELLATION
Desired outcome: PROCESS REFUND ASAP
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Delayed flight of more than 5 hrs
Our flight is delayed for more than 5 hrs (Z2 771 12/12/2023). We booked a 7:30PM flight which was rescheduled to 11:00PM and then to 1:00AM. We are traveling with a toddler which by the has been crying a lot because it’s already way past her bed time and we’ve been in the airport since 4PM. Now we have to deal with a fussy toddler with no comfortable seating while waiting for our flight.
I asked your customer service representative and she said she doesn’t have a solution to offer E mus. Well, I am aware that we have the right to be referred to another airline if we request to. We only want to arrive in Cebu earlier because of our toddler. No snacks can compensate this inconvenience.
We hope we could hear your response regarding this the soonest possible time. You may reach me through my email (jmariea.[protected]@gmail.com)
Desired outcome: We’d appreciate a refund or anything you can compensate us other than meals and snacks.
Confidential Information Hidden: This section contains confidential information visible to verified AirAsia representatives only. If you are affiliated with AirAsia, please claim your business to access these details.
Flight route suspended and cancelled, unable to get money back
Air Asia X just decided to cancel the route to New Zealand while my whole family has already booked the domestic flight, stay & hotel.
I requested for a refund and they only refund onto credit points which means I am still forced to use their services. But they couldnt even deliver the service I purchase which flying me to New Zealand. Now they do not have any flight to New Zealand hence I dont see the purpose of the points and I do not wish to fly with Air Asia again.
I requested my payment to be made onto the original payment mode and or online transfer so I can use my money to rebook my flight with other airline. Not everyone can afford to have money laying in Air Asia account and have another spare money to buy other flight. This is totally unethical of Air Asia of keeping consumer's money.
Claimed loss: MYR 20,000+++
Desired outcome: Need the refund to be paid onto credit card which placed the charge, we do not wan any CREDIT POINTS or TRAVEL VOUCHER. We need the cash to clear credit card debts and rebook our flight.
Confidential Information Hidden: This section contains confidential information visible to verified AirAsia representatives only. If you are affiliated with AirAsia, please claim your business to access these details.
Airasia flight
I departed KL for Haneda last minute due to a family emergency. I bought a "+14 kg" and seat selection. When I got to the airport they insisted the +14 meant a total of 14 and weighed me in advance of security (only time in my 100+ flights that has ever happened to me). I was forced to talk to someone at the gate who started screaming at me and told me it...
Read full review of AirAsiaChange of my flight and delayed 2 hours
I have booked to travel with Air Asia Booking Number TCQ96U. There were 3 of us travelling, My Wife (Seng Peng Lee), Daughter (Karmun Lin) and myself (Kam Fatt Lin). There was no problem with this flight
On the return trip from KLIA2 to Melbourne Tullamarine. There was a changed of plane due to Technical Issues when we were in Terminal P6. Then we were told to go to Terminal P2.
We were booked for Quiet Zone Seat 9D, Seat 9F and Seat 9G. These are in the quiet zone. Since we have been put into the normal Zone, are we going to get our Refund Back? I appreciate if if you can Credit the $87 into my Account as this is no fault of us. Also, it is so terrible to be sitting in a cramp seats and we have all split up as a family.
On the return trip, we were allocated Seat 56 E, Seat 55 B and Seat 56 G. This is horrendous for my experiences.
I hope you would compensate our unpleasant travelling with Air Asia
Thank You
Best Regards,
Kam Fatt Lin
Claimed loss: $ 87
Reschedule time by airasia flight effected to my connecting flight from kota bharu to kuala lumpur
Dear airasia, [protected] - [ ref:!00D7F02WjH.!5002u0odn3F:ref ] Saya nurulahda sulaiman telah membeli tiket penerbangan seperti maklumat tertera, untuk makluman pihak AIRASIA perjalanan ini melibatkan 13 orang yang akan ikut bersama bagi trip perjalanan kami namun kekangan masalah connecting flight adalah melibatkan 7 pelanggan sahaja yang perlu bergerak...
Read full review of AirAsiaService
Dear Air Asia Staff On 13th October 2023, I was traveling along with 8 children (including my two daughters) from Pune to Bagdogra by AirAsia flight. I was escorting children from Sikkim who was studying in Pune. Our flight was at 6:35 am and we had started from School at 2:30 am in the morning. Unfortunately, our one luggage was left at school and we...
Read full review of AirAsiaInjured on the flight from Perth to Bali 22/10/23
As I stood up to let a lady out to go to the toilet - the man in front moved his seat and the back of my knee slammed into the seat. It didn't bother me much at the time but as I got into the car to go to my hotel my knee gave way and I fell. By the time I got to the hotel and walked down the stairs it caused a secondary injury and I'm now on crutches and AU$283 out of pocket.
Desired outcome: I will need help getting on the plane to return home on 28/10/23 and would appreciate some compensation.
AIR ASIA QI33WL from PEN TO BPN on 3 JAN.2024
Suddenly we received a What'sApp message saying our above mentioned flight has been moved to 6 JAN 2024 without any explanation, refund, compensation, notice or courtesy. What a shock, as we have health urgency and family matters to attend to. But be sure we are very shocked and disappointed with this kind of service, and if our flights are changed to...
Read full review of AirAsiaRefusal to refund changed flight
On 19 April 2023 I booked a flight for 25 November for $AUS$413.27. On 28 June they changed one leg of the trip for no reason then on 5 October they cancelled the flight and informed me they had changed my flight to a time that doesn't suit me at all - I would have to miss a whole day of the conference I am attending. I spent a couple of hours that night...
Read full review of AirAsiaAbout 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.
8. Submission process: After reviewing your complaint, click on the 'Submit' button to officially file your complaint on ComplaintsBoard.com.
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
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AirAsia Contacts
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AirAsia emailscommunications@airasia.com100%Confidence score: 100%Support
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AirAsia addressLCC Terminal, Jalan KLIA S3, Southern Support Zone, Sepang, 560025, Malaysia
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AirAsia social media
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Checked and verified by Nick This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 28, 2024
Most discussed AirAsia complaints
slow refund, bad customer service, low credibilityRecent comments about AirAsia company
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