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1.3 1650 Reviews

AirAsia Complaints Summary

132 Resolved
1516 Unresolved
Our verdict: If considering services from AirAsia with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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AirAsia reviews & complaints 1650

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8:35 am EST
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AirAsia 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

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1:41 am EST
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AirAsia 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.

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3:39 am EST
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AirAsia - 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...

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4:56 pm EST
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AirAsia The 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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9:06 am EST
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AirAsia - 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...

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2:01 am EST
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AirAsia Complaint 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.

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5:14 am EST
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AirAsia - 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...

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2:02 am EST
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AirAsia - Poor 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...

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7:31 am EST
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AirAsia Travel - 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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2:12 pm EST
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AirAsia 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.

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Update by Minh Le

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.

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11:09 am EST
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AirAsia 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.

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1:37 am EST

AirAsia 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.

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1:56 am EST
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AirAsia - 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...

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4:42 am EST

AirAsia Change 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

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2:57 am EST
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AirAsia - 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...

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12:53 pm EDT
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AirAsia - Service

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...

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12:58 am EDT
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AirAsia Injured 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.

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7:22 am EDT
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AirAsia - 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...

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5:27 am EDT
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AirAsia - Refusal 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...

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9:46 pm EDT
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AirAsia Air asia. Unauthorised credit voucher use

My air asia account was accessed by unauthorised person and they have stolen my credit voucher of $1098.91 and used it for a flight from Kuala Lumpa to Singapore on the 11th August 2023. I reside in Australia so have not visited or flown to these countries. My account and security with air asia was breached by a 3rd party. Air asia are refusing to refund the amount that was stolen saying their policy states once a booking is confirmed and paid for they can not issue a refund. I did not confirm or pay for this flight ever. The name used and email used is not me and I do not have that email account. Air asia have allowed a transaction to go through and an email not mine be used to book it.

Desired outcome: Please refund the amount stolen of $1098.91

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AirAsia In-depth Review

Company Overview:

AirAsia is a leading low-cost airline based in Malaysia. Established in 1993, the airline has a rich history of providing affordable and convenient air travel options to millions of passengers. AirAsia's mission is to democratize air travel and make it accessible to everyone. The airline's vision is to be the largest low-cost airline in Asia and to continue expanding its network of destinations.

Over the years, AirAsia has achieved several key milestones and received numerous accolades. It has been named the World's Best Low-Cost Airline by Skytrax for 11 consecutive years and has consistently maintained high customer satisfaction ratings.

Flight Services:

AirAsia serves a wide range of destinations across Asia and beyond. Whether you're looking for domestic or international flights, short-haul or long-haul journeys, AirAsia has got you covered. The airline operates frequent flights to ensure convenience and flexibility for travelers.

When it comes to on-time performance, AirAsia strives to provide reliable service. While occasional flight delays may occur due to unforeseen circumstances, the airline makes every effort to minimize disruptions and keep passengers informed.

Onboard, AirAsia offers comfortable cabins with well-maintained amenities. Passengers can enjoy a pleasant flight experience with ample legroom and cozy seating. In-flight entertainment options and Wi-Fi availability ensure that passengers stay entertained and connected throughout their journey. Additionally, AirAsia provides generous baggage allowance and handles luggage with care to ensure a hassle-free travel experience.

Booking Process:

AirAsia's website is designed with user-friendliness in mind. Navigating through the website is a breeze, making it easy for travelers to find flights and make reservations. The booking process is straightforward, allowing passengers to quickly select their preferred flights and complete their reservations.

With AirAsia, travelers have access to different fare options, including economy, premium, and business classes. The airline offers transparent pricing, ensuring that customers are aware of the total cost of their tickets, including any additional fees.

Flexibility is a key aspect of AirAsia's booking process. Passengers have the option to change or cancel their bookings, providing them with peace of mind in case their travel plans change. The airline also offers a convenient mobile app that allows travelers to manage their bookings on the go.

Customer Service:

AirAsia's customer support team is known for their responsiveness and helpfulness. Whether you need assistance with flight changes, refunds, or any other inquiries, the customer service representatives are readily available to provide support.

The airline offers multiple contact channels, including phone, email, and live chat, ensuring that passengers can reach out for assistance in their preferred way. The customer service team is well-trained and proficient in multiple languages, ensuring effective communication with passengers from different backgrounds.

AirAsia takes customer feedback seriously and strives to resolve complaints promptly. The airline values its customers' opinions and continuously works towards improving its services based on their feedback.

Pricing and Value for Money:

AirAsia is known for its competitive ticket prices, offering affordable options compared to other airlines. The airline frequently offers promotions, discounts, and special offers, allowing travelers to save even more on their airfare.

What sets AirAsia apart is its inclusion of additional services in the ticket price. Passengers can enjoy complimentary meals, seat selection, and baggage allowance, ensuring a value-packed travel experience. The airline also offers loyalty programs that provide benefits for frequent flyers, such as priority boarding and exclusive perks.

Overall, AirAsia provides excellent value for money, combining affordable prices with quality service.

Safety and Security:

AirAsia prioritizes safety and adheres to international safety standards and regulations. The airline maintains a modern fleet of aircraft and ensures regular maintenance to guarantee passenger safety.

Pilots undergo rigorous training and possess the necessary qualifications to operate flights safely. Onboard, AirAsia implements strict safety measures and procedures to ensure a secure travel experience for passengers.

The airline has a commendable safety record, with a low incident and accident history. Additionally, AirAsia maintains robust security measures at airports and during flights to provide a safe environment for travelers.

On-Ground Experience:

AirAsia aims to provide a seamless on-ground experience for passengers. The check-in process is hassle-free, offering options such as online check-in, self-service kiosks, and counter check-in.

Airport staff are efficient and handle baggage with care, ensuring a smooth journey for travelers. Lounges and amenities are available for passengers to relax and refresh before their flights. Airport facilities are accessible and maintained to a high standard of cleanliness.

The boarding process is well-organized, allowing passengers to board the aircraft efficiently. Ground transportation options to and from airports are readily available, providing convenience and ease of travel.

Partnerships and Alliances:

AirAsia has established collaborations with other airlines and travel agencies, offering passengers seamless connections and expanded travel options. Through codeshare agreements, travelers can enjoy the convenience of booking flights with multiple airlines.

Partnerships with hotels and car rental services allow passengers to integrate their travel arrangements, making it easier to plan their trips. AirAsia's loyalty programs provide opportunities for passengers to earn and redeem points with partner companies, unlocking additional benefits and rewards.

Sustainability and Corporate Social Responsibility:

AirAsia is committed to sustainability and corporate social responsibility. The airline actively engages in environmental initiatives to reduce its carbon footprint. Community support programs are in place to give back to the communities it operates in.

AirAsia prioritizes employee welfare and has implemented diversity policies to ensure an inclusive work environment. The airline maintains transparency in financial reporting and upholds ethical business practices. Its sustainability efforts have been recognized through various awards and accolades.

User Reviews and Ratings:

AirAsia receives positive reviews and high ratings from users across various sources. Customers are generally satisfied with the airline's services, praising its affordability, reliability, and customer support.

Common positive experiences shared by users include the airline's competitive prices, comfortable cabins, and friendly staff. Negative experiences are relatively rare, but occasional complaints may arise regarding flight delays or customer service issues.

When compared to its competitors, AirAsia consistently receives favorable reviews, further highlighting its commitment to providing a quality travel experience.

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.

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.

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AirAsia contacts

Phone numbers

+60 160 085 8888 +1 (844) 727-4588 More phone numbers

Website

www.airasia.com

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