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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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K
6:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia my other flight and hotel bookings are being affected because of rescheduled

basically I m residing in pune...I made bookings for Australia with air asia...
starting from kochi to melbourne (4th of june 2015)
Melbourne to Sydney (10th of june 2015)
Sydney to gold coast (14th of june 2015)
gold coast to kochi (17th of june, 2015)
i am having trouble in the last flight which is from gold coast to kochi cz dey have reschedule dis flight from morning to night
previously i had flight early morning starting 6:30 from gold coast to kuala lumpur (hault for few hours) & from kuala lumpur to kochi(reaching kochi on 17th itself)

as i m from pune i made booking with another airlines (indigo) on 18th, june, 2015... 3:25 pm from kochi to pune + hotel bookings

now cz of rescheduling i am reaching kochi on 18th, june 10:30 pm
plus air asia is making me wait on the kuala lumpur airport for almost 21 hours with my 3 year old kid. ( air aisa not ready to pay hotel stay or nor ready to give food vouchers)
i filled up their e form but only response dey gave is that they are not responsible for any flight or hotel bookings made my passengers in case of flight cancellation/ rescheduling

dey are suggesting me to prepone/ postpone my bookings with hotel and air asia flight...
my bookings r non refundable with other airlines and hotels

cz of this rescheduling mess i m in loss of 20, 000 rs
so my dad's friend whoz a judge suggested to drag air asia to consumer court for consumer exploitation and doing cheating
my

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V
6:18 am EDT

AirAsia ticket reschedule

By mistake we book flights for wrong date and within 5 minutes of booking we realized our mistake and called up customer care.The lady (Aishwarya) wen on like a caller machine and did not listen to me at all.

She did not listen and was just citing airasia conditions. I admitted my mistake despite which she was not ready to listen to her customer. Pathetic customer care, I must say. Airlines should not make money from customers for a real time error like mine.

Intent should not be to make money but to help customer.

If I was requesting to reschedule after a few days, it would make sense to charge me fee but mine was an inadvertent mistake and I call them up within 5 minutes.SHAME!

PNR: IJZD3E

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shahlot
, IN
Jan 04, 2011 4:39 pm EST
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I had made booking from del to bkk vide pnr g9mjpq wherin i got the ticket for a different date then what i had booked and then even after 45 days response there is no response from the airline whatsover

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Amanda Neo
, MY
Nov 24, 2009 11:55 pm EST

Airasia is charging every route every passenger an additional fee of rm5.00 if one uses credit card to pay for the fares. this is ridiculous. I have recently purchased 2 return tickets online and was charged rm20.00 for using credit card. something has to be done on this - why bother to abolish administration fees then charge another fee. just tell us, how are we going to book online if we do not use credit card or charge card or debit card?

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kartini yusoff
, MY
Apr 12, 2009 9:42 am EDT

My flight ak6328 from kuala lumpur to kota bharu on 10th april 2009. Departure time should be at 1920 but departed at 2240.

I was made to understand that the passenger will be compensated for rm200 voucher and i am asking for the voucher.

Please response. Thank you.

From: kartini yusoff
Contact: [protected] / kartini@muamalat.com. My

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Kohilan Vachiram
, ID
Mar 01, 2013 11:52 pm EST

On 25/1/2013 while booking airasia online ticket for my wife, punithavathy kumarasamy from kl to jakarta & back (30/1 & 13/2) respectively, I was auto charged twice to my pb debit card (savings a/c no. [protected]) amounting to rm643.00 (ref no. 848677) to be refunded as soon as possible but till today there is no respond from your end or accounts department. my email address is kohilanvachiram@hotmail.com
Kindly expedite the payment.
Thank you.
Regards,
Kohilan vachiram

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chaffez
, MY
Dec 08, 2010 6:41 am EST

i just found this...www.airasia.com search for convenience fee
Why is the fee introduced?
To ensure that our guests are provided a comfortable and safe booking environment AirAsia has invested substantially to expand, implement and maintain our online payment systems and especially, to upgrade, enhance and improve the security features for online credit, debit and charge cards payments. The Convenience Fee is to subsidize the costs of the payment systems.

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HJ.A.KUSMIATY AMIER
, ID
May 18, 2009 3:58 am EDT

Saya mau complain atas nama drs. h. muhamad amier kode booking agcdlq mengalami keterlambatan yg seharusnya berangkat jam 20.00 jadi 23.00 mohon confirmasi secepatnya karena tanggal 20 mei 2009 voucher akan saya pakai
Trima kasih..

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lisa
, ID
Apr 16, 2009 11:58 pm EDT

saya mau complaint atas keterlambatan penerbangan pesawat airasia AK 938 pada tgl 30 maret kemarin, harusnya pesawat berangkat jam 20.00 tapi delay sampe jam 23.00 lwt baru berangkat, rute perjalanan KL-MES . Terima kasih.

Hormat saya,

Lisa

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H
5:02 am EDT

AirAsia they simply haven't provided the flight info

I’m a deceived customer. I bought 5 plane tickets from www.airasia.com. I provided them all necessary info and waited for the confirmation and flight number, but these thieves charged me fast, but they haven’t provided the tickets. Now I can’t get any help or support from them. The company is big scam and fraud, so stay away from these dishonest people. Don’t waste your money and nerves.

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J
8:49 am EDT

AirAsia low quality customer service. useless credit shell

I used the edreams website to book an airasia flight from singapore to bangkok, booking number xdklsz. I got the wrong date caused by a glitch on their booking system, instead of 04/11/2015 (In the us=april 11, 2015) I got november 04, 2015

I corrected immediately the error with airasia online (Following edreams instructions) and then I contacted airasia customer service through chat, phone (Really hard to understand the english spoken by their cs representatives) they kept telling me the fine for changing the date had to be processed, etc. I explained to them this was a technical error, not mine, and I proved them I was telling the truth by sending our hotel reservation in singapore (Check-out date april 11, 2015) in the end I got this e-mail: "... We understand about your matter, we considered as a special case and we are pleased to offer you to keep credit shell for change fee sgd50.00 per person for booking number xdklsz

Kindly refer to the credit shell condition as below.

The balance left will be the amount for you to utilize on the following options:

· make new bookings, pre-booked meals and baggage

· make changes to an existing bookings, pre-booked meals and baggage"

When we tried to use the credit shell to pay for our luggage on the singapore-bangkok flight, airasia told us we couldn't because this has to be done online, not at the airport ?

So now we have a credit shell we can't use because it's going to expire on july 9 and we returned to ny on april 27. By the time we (Finally!) got it all our flights in se asia had been booked with different airlines (Bangkok airways and nok have an impeccable in-flight service, btw) , despite the fact that airasia customer service reps were informed repeatedly that we were willing to book with airasia again if they solved this issue.

Don't fly with this airline, there's plenty of choice out there and you can find terrific deals for flights in se asia (Very impressed!) not all low-cost carriers have such low-quality customer service, jetblue is way better than airasia, big time! Airasia charges you for everything, as you can imagine, they don't even give you a single glass of water. I find that really stinky.

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Fyl
, MY
Nov 22, 2014 4:23 am EST

Airasia only have 2 counters for bag drop. We have to queue for one hour + to put the luggage bags. What is the reason for web check in then?
Please hire more staffs to get more counters to open.

Thanks

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lsopp
Perth, AU
Sep 30, 2014 9:12 pm EDT
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Originally cancelled our flight on the 9th Sept, we accepted the refund they offered. Now 1st Oct and still no refund. They said they would expedite again today.. Yeah right, they are just jerking us around rather than refunding our money in a timely fashion.

eDreams_en.
eDreams_en.
London, GB
May 14, 2015 4:30 am EDT
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@Jacqueline Sato

Dear Jacqueline,

Sorry for hearing such unpleasant experience with Air Asia

If you have other questions regarding Edreams please don't hesitate to contact again the agent who was in charge of you case

Kind regards,

Stéphanie - Edreams customer care team

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A
8:31 pm EDT

AirAsia double charges

Booked and paid for Air Asia flight online in December, in January showed up for flight, Air Asia demanded credit card payment again. Still have not credited the second charge. Will not respond to emails or calls. Worst company to do business with, worst customer service. Do not fly Air Asia under any circumstances. You will be ripped off...

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Ashby Robertson
, US
Aug 19, 2015 8:09 pm EDT

I booked an Air Asia flight online for my daughter, paying with my MC card. When she arrived @ the ticket counter she was told the CC did not go thru and had to pay CASH... I checked with my bank and the charge had already posted, so I filed a charge dispute with the CC company... Now almost two months later, the bank mailed a refund check, but the CC company has AGAIN posted the charge to my MC account. Still awaiting the refund check... Thinking it was a MC problem, I purchased another Air Asia flight online for my son, using my Visa card. Different departure terminal this time. The same thing happened to him, pay CASH or no flight... The wife & I booked an Air Asia flight thru a booking agent, receiving a great price and the tickets were honored @ the check-in counter... So the problem is AIR ASIA Online, not the terminal agents or the CC company...

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P
5:49 am EDT

AirAsia online cheating

One of the worst airlines I have ever come across. Airasia offered less fare flight tickets, which can be booked before one year of travelling date. I booked around 5 roundtrip tickets and paid the whole money before one year of my trip date. The day arrived and when I went to the airport to get our boarding pass, they said that my flight has been cancelled. How dare they can inform this at the last moment. Even the day before my flight, I checked my airasia account and my ticket status was CONFIRMED. They claimed that they have sent me a cancellation mail and they tried calling me, but I was unreachable. I NEVER got a mail about the cancellation neither a call. I asked them the proof for sending me mail. But they can't provide it as they are the kings of cheating. I asked them What about my money? Why the hell you din't refund my money yet? They said, I din't pick up the call, so they are waiting for the WHOLE YEAR to get in touch with me. This is one of the greatest online cheating done by airasia. Still I din't get my refund!

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Hussain Hasan
, UG
Jun 08, 2017 4:15 pm EDT

Its a one of the cheating or creates problem with those want to buy a cheap ticket. For example if you Airasia.com check Advanced booking required.
- Fares are not available during embargo period.
- BIG SALE booking period: 5 June 2017 - 11 June 2017. Its just stupid. Nonsense

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U
9:27 am EDT

AirAsia refund for a flight cancellation

Air Asia refund process is the worst. I had applied for a refund in Dec 2014 and got a confirmation that the amount will be credited to my account shortly on 1st Dec. SInce than I have called them a number of times and the reply is the same. It will be credited to your account in 5 working days. And the amount is just Rs 7600/-

Not sure how this airline is being run but to delay the refund for 4 months, there must be something wrong in the entire process. Even the Indian Railways are far more efficient and inspite of processing thousands of refunds the amount is promptly refunded within one week.

Air Asia needs to learn about the refund process from Indian Railways.

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Lizzy Chesters
, US
May 02, 2016 1:14 pm EDT

On the 23rd April 2016, flight number XT 554 from Bali to KL was delayed by 7 hours. We were only told of the delay after we were meant to take off and we were given insufficient information about when our next flight would be. There were not enough staff available to deal with the passengers... it was chaos! I then missed my connecting flight in KL to the UK and had to pay an extra £100 to change my ticket. Please can I get some form of compensation?

Thanks

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kabitarani
, IN
Jan 09, 2016 7:36 am EST

Sir, I Heisnam Kabitarani booked a flight from Delhi to Imphal on 0n 13 december 2015.Due to certain reason i cancelled the flight through air asia india customer care no-+[protected]. The customer care says they will refund the amount within 7 th working days. After one month they are saying the same answer. Please do a needfull in the matter.

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anakjalal
, MY
Jan 20, 2015 3:37 pm EST

the staff in line u 11 on 5.30, 21/1/2015 indian girl were rude while we gettin the services..the guard the take over at the inter of gate (passport scan) were rude toward old woman..

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Vivian pang
Foster City, US
Aug 04, 2013 6:09 am EDT

The airline should be upfront to all passengers on not allowing any luggage. It is a joke to have a limit of 7kg. The company should just charged upfront the ticket instead of trying to make money from baggage. I will never fly air Asia in my life. So disappointing.

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Catherine Ng Sun Min
, US
Oct 17, 2010 9:05 am EDT
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I am Catherine, the AirPort tax Z8SYAT was not refunded since Nov 2009. More than 10 emails had been send out and problem escalated to NCCC but no solution still now Oct 2010.

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christine ho
, MY
Feb 14, 2009 4:12 am EST

My booking No.UUNGDE The fied was suppose to take off at 16.50 ended up taken off 20.00, ended 3 hour delayed. The reason was known that authorised person was not around to give permission to take off at that period of time.

Christine

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R
2:27 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia cancellation of air flights on a regular basis and horrible customer care services

Horrible experience with Air Asia. Frequent flight cancellation, horrible customer care services, fake promises, no staus updates, no reply to complaints. Will never fly with this useless and pathetic Airline ever. Air Asia should shut down their operations in India. So what if you are so-called cheapest airlines (we dont care) Air-Asia is really really Pathetic airlines...

This is the compliant (Number - CAS-[protected]-4LH7LC) i had made on AirAsia website on 29th Jan 2015 and still did not get any update or resolution on this:
============
Hi Team,

Greetings for the day!

First of all let me tell you that the tone I have used in this email is very mellowed down to what I actually want to use due to the horrible experience I had with your Airlines.

I had booked my flight tickets with Air Asia on 22nd Jan 2014 as:
i) Bangalore to Jaipur - For 23 Jan 2015, Flight I5 1720 scheduled at 08:30 AM IST
ii) Jaipur to Bangalore - For 26 Jan 2015, Flight I5 1723 scheduled at 07:35 AM IST

The flight from Jaipur to Bangalore ( I5 1723) for which I got a notification around 11:00 AM IST on 26th Jan 2014 about its cancellation. I had made numerous calls (to be precise 6 calls in total lasted for approx. 2.5 hours) to make an alternative arrangement to reach Bangalore with Air Asia flight.

Issues I faced with your horrible services:
• I had first spoken to Customer Care representative - Ms. Kiran, who confirmed that my ticket with I51723 has been cancelled and she will give me a call back for the seat confirmation on I51721 for 27th Jan instead of 26th Jan.
• I waited for an hour and again called the customer care service and was connected to Ms. Nalini, who also confirmed the ticket for 27th Jan will be confirmed soon and she or Kiran will call me back.
• Again to my surprise I did not get any call back and I called and got connected to Ms. Dolly this time. Again same fake promises from her side too. I pushed her to make me speak to the floor manager/Supervisor and spoke to Ms. Priya but all in vain again.
Please note that during all these times I was told that the conversation has been recorded and all the comments are getting logged against the enquiry booking number for resolution purpose. Also all the calls I made to customer care support it took close to 15-20 mins just to connect to the representatives.
• Finally around 7:30 PM I did not get any call or confirmation for my booking for 27th Jan in spite of tall claims and promises from your support folks, I called again got connected to Mr. Vignesh and he was also making the same false promises. I had to push him hard to get me connected to Supervisor and final I spoke to Mr. Nandan and around 8:45 PM I got my seat confirmation for 27th Jan flight from Jaipur to Bangalore.

Why Am I raising this complaint:
• Horrible customer care services – False claims n tall promises which team couldn’t fulfil on time
• Refund – When I booked my ticket for 26th Jan (JAI t0 BLR) it costed me INR 9008 and the ticket for 27th Jan was available for INR. 7400 only. Since I have eventually travelled in the same flight on 27th Jan, I would like to get the difference amount back to me.
• Hotel accommodation – I had to stay in a hotel for which I had to shell out money from my pocket, If the arrangement was done by your airlines I would not ask this money.
• My Half day salary loss due to flight cancellation on 26th Jan.
• Total amount I expect to be reimbursed/refund to me is INR [protected] - for Difference amount I should not have paid at all + 2700 for Hotel accommodation for a night + 2500 for my half day salary deduction).

I am looking forward to the resolution of my complaints as mentioned above. If this query is not addressed to my satisfaction then I would be forced to go “Social” about this horrible experience with Air Asia airlines and will leave me with no other option.
==========

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C
2:07 am EDT

AirAsia refund on cancelled flights

To whom it may concern,
I am following up on the refund we are meant to receive from AirAsia. A claim was lodged with them on January 10th 2015. It is now over three months and we still have not received our refund. They sold direct flights to customers and could not follow through on these flights as they did not have the complete permission from all authorities to do so. We were told we would recieve the refund in a matter of a few weeks. I cannot believe an airline can mislead the public by selling these flights and then not refund customers their money.
I would like this matter to be resolved asap and to recieve our full refund. Our booking no. is DEMGJA.

Regards,

Angry & annoyed

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Lee966
, MY
Oct 11, 2010 10:57 pm EDT

I have booked the ticket to Yangon and Guangzhou. The airasia not only change the changing date fee, they will still forfeit the insurance fee and reserved seat fee RM25. If you reserve again, you still have to pay another RM25 and RM21 for insurance. It is really not fair to customer! I am really not satisfy with it.

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Next Wave Technology Services
Baton Rouge, US
Jun 06, 2009 8:49 am EDT

Recently, someone charged my company business card for the total amount of $1, 149 for flights. I've been trying to contact Air Asia to get this resolved, but living in the U.S., it can be expensive playing "Phone Tag" with Customer Service reps.

If anyone from Air Asia spots this message, please reply so that we may get this straightened out.

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niljay2015
, NZ
May 22, 2015 6:40 pm EDT
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I am seeking an advice on refunding my air fare which I was booked online from Air Asia in July 2014 to travel 20th June 2015 and 3rd July 2015. These bookings were for four people on two different dates.
Due to the flight cancellation they have given me three options and I have selected refund as we were not comfortable with the air asia rescheduling,

I was informed on 20 April from Air Asia that my refunds were sent to the bank and I could claim within 14 working days. After the said period I checked with my bank and it has not come ; even until today it has not reached to my account. I have already waited nearly one month to get my refund and since I made another booking with another airline, I urgently need it to pay my credit card bill.

I have all evidence such as emails they sent on flight cancellation, confirming refunds and emails of refund already sent to the bank etc with relevant case numbers with me. (My booking numbers are RBN7YM and DY72KM

Can you please tell me how can I proceed to get my refund back? where to go ? How much roughly it will cost, how long will it take to proceed etc?

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Angried
, SG
May 31, 2011 2:28 pm EDT

Tried booking online. In payment section, asked for convenience fee for credit card amounting to 20% of ticket price. This is daylight robbery charging more than loan sharks. Still they claimed they did not benefit from it. Wanted to use direct debit payment method but no option available. Wonder how many got conned into paying convenience fee.

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mobile1982
, US
Jul 05, 2009 1:33 am EDT

Use internet phone to call them. I can suggest using pennytel.com. It is 8 cents unlimited call to Kuala Lumpur. But I assure you that air asia people are a**hole. I am waiting my re-fund for about 3 months now.

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4:56 am EDT
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AirAsia it has been 2 months, still no reply and no refund

Dear Air Asia,

We have yet to receive a refund from you. I have been waiting patiently for your refund, it has been 2 months. What is taking so long with this refund process? I have not received any reply from your side yet. I am very disappointed that this is taking so long, and your side never even bother to send a reply to me.
If I was your valued guest, then why is there no calls and no emails from your side at all?
Please proceed with the refund as soon as possible.
Booking Number: Y9TLKS

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8:29 pm EDT
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AirAsia refund

In early december 2014 air asia cancelled my and my wife's return flight from ho chi minh city to adelade, south australia. As per the email I received I phoned and requested a refund. My booking number is h8gsjc. When I hadn't heard anything back after 2 weeks I phoned again and was assurred my refund was being processed. This occurred again about 2 weeks later. I left for vietnam on 6/1/15 and had still not heard anything. On 12/1/15 in despration I lodged an online refund request and received a return email saying the refund was approved and I would receive the money in 30 working days. Case number:cas-[protected]-2xy8dk. 30 working days elapsed on 23/2/15 and as of today, 9/3/15 it has been 40 working days and still nothing. Can you help me please?

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11:05 pm EST
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AirAsia check in time was delay at all the counter till have to change to another flight

i experienced an unreasonable rejection for checking in my wife to this Air Asia plane AR526 on the 17 Feb 2015, 12 pm flight. The reason according to the counter staff is that we are late. For the information we actually reached the KLIA 2 airport around 10.30am at the counter, we notices in was very long processing time. i quickly approach an officer to ask about how the going he told me just remain in the roll and you will be serve. Thanks god! we finally reach the counter at around 11.15am before the plane take off at 12pm. my wife was rejected to board the plane at this time. i cannot accept this. we are not late but was ask to change our flight to an later flight which is 14.45pm and ask to pay the extra difference. i foresee this is not the practice Air Asia normally does. i am very angry at the point of time. as my wife is around. i kept comfort and just made the payment at another counter and let it be.

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Ruth and Kevin
Orange, US
Feb 21, 2015 12:03 am EST

Well in USA if your wife were married to someone your age she would be arrested since we have laws against adults having relationships with children. In fact we even have an age when you can get married and at your age( most likely three years old from your behavior) you would not be allowed to be married. Then again your wife would be in jail for having a relationship with a child. You were late, you cannot check in 45 minutes earlier, next time get your pedo wife to take you guys to the airport earlier.

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6:27 pm EST
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AirAsia a self funded 7 day delay in bali. no compensation received

I am a victim of the false advertising of direct flights from Melbourne to Bali and vice versa. I can't understand how they took money from people when Air Asia was never given approval for the direct flights in the first place. It's is a crime.
The day before leaving Melbourne bound for a two week holiday in Bali, we were informed that the direct flights we booked and paid for were not approved and our flight would be redirected through Kuala Lumpur. Whilst being angered and disappointed that our flight time would be extended significantly we continued with our plans of travelling with Air Asia to get to Bali and enjoy a family break. The explanation we were told was that Air Asia had not been given authority to fly that direct path, at no stage did they explain, when we asked, that this would also apply for our return flight home. As far as we understood this was a short term problem and our return flight would move ahead as planned.
Not trusting this airline and having a niggling feeling, I checked our booking online and their webpage for any changes or delay's whilst we were holidaying and not once was there any reference to cancellations to bookings. The day we were due to return I opened my emails to find a message that our flight was cancelled and we were to call the airline to negotiate options to get home. Option 1. Take a delayed flight that Air Asia provided a later date. Option 2. A full refund that they would return to us in 30 working days or Option 3. A voucher. Option 2 and 3 were not viable, who knew when we would receive the refund and a voucher was only a piece of paper...we needed to get home so a later flight was our best option. We were informed that the later flight would take place seven days later. Are you kidding! I immediately jumped online to search for flights to get us home but airfares for 5 people weren't cheap (approx $3700 -$4000) and staying there was our best and cheapest option. We asked Air Asia what assistance they would give for the extensive delay and they said nothing... Not an accommodation voucher, not a food voucher, not even free transport to the airport ...Nothing! We asked to speak with a supervisor and we were denied. Our insurance didn't cover this debacle either as it is classified as an administrative error. Had it been canceled due to weather, strike or mechanics we would have been covered by insurance. We new we were on our own and every decision made from that point was to minimise the amount of damage. So we found additional accommodation and self funded the 7 day delay. This was money that we didn't have and I am struggling to pay this back.
I have contacted Air Asia over a dozen times with a claim of compensation and have had no response. I continue writing messages to their online complaints service which angers me and I can't chat in person because their operators don't accept nor deal with complaints over the phone.
I am pass due my patience and would love to get a class action going as I know there are other people in similar and worse positions than me.
Rebecca

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12:19 pm EST
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AirAsia Change of Flight Schedule

AirAsia had unilaterally changed my departure flight QZ-220 to Flight QZ-222 in which as afternoon flight without prior e-mail notification ?
While I just got this infos by text message (SMS) on Tuesday, 17-Feb-2015 at evening, which means only two days before its early departure time & date in which this change was promulgated after I did web check-in.

I have arranged some appointments at charges at Penang which means I will be not able to complete it due to the change of its departure time from Jakarta, then I attempted to contact their local Indonesian customer services in which left me no option instead to keep following the new flight schedule.

I feel really it's all definitely spoof here, as they had advertised the schedule for such a prolonged period but then instantly changed it to a belated schedule without conveying any win-win solution to the customers who have purchased it.

I choosed to purchase AirAsia tickets just simply because its early advertised of departure flight time schedule and its direct flight consideration from Jakarta-Penang vice versa in order to meet my plan of this Penang visit, otherwise, I would not choose this airline, particularly for its departure flight.

What the heck with them ? It's completely lunatic

Regards,

Pontas

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Gokul
,
Mar 14, 2008 8:40 pm EDT

I had a ticket to fly from Pune to Bangalore. Air Deccan was not able to honour the ticket due to overbooking and asked me to purchase a new ticket the following day.
This is a horrible airline

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R
1:54 am EST

AirAsia poor services

While searching air asia complaint page, google is filled with the complaints against this air line and allegedly it tops the chart of complaints against any airline. First of all, I booked the flight because of some medical emergency at home. Just after I got the booking confirmation message, I received a following 'delay in departure' message. Why they cant update their flight rescheduled timings on their website?
They are fooling customers by taking double fare for the same day flight and then by giving ### reasons of "operational problems", they delayed my flight again. I had to travel as early as possible but now I have to wait till evening and just god can help me. Their customer care staff is useless. First they doesn't pick the call for 15 mins and then they provide the recovery option of travelling in another week without any extra cost. I had to go immediately and that's why I had booked a "flight"! When I asked that can you please tell me if this flight can be delayed again, they told me we cannot give you any assurance on that.
I will make sure that I or any of my family members never book a ticket from air asia. First and worst experience!

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3:08 am EST
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AirAsia booked business, got economy, damaged suitcase

Dear Madam or Sir,
I'm writing to complain about the service you had provided as I and my family took your flight to Bali to have a vacation.
First of all, I felt really angry about the bad arrangement and wrong internal information, I’ve booked for 3 people all business class but we just got economy class as we flied from Kuala Lumpur to Bali at 25 Dec. 2014(AK376) and from Bali back to Kuala Lumpur at 03. Jan. 2015(AK 377), we were refused to use the reserved lounge, the staff had really bad attitude. We were forced to take sites in economy class. I hope you can understand, I am not intention to pay good 17064.00 RMB to buy bad service or to be crowded in an economy class to ruin my good vacation mood!
Since we`ve flied with economy class and didn’t enjoy any service of business class, I’d like to have my extra money back, which I’ve paid for business class.

What worse was, as we came back to Beijing, the baggage of my wife has been missing. Although we`ve received the suitcase two days after, but it was totally damaged, it came with one missing wheel and a giant nick in the middle of it. The local Air Asia service promised a compensatory payment of 100 RMB, but the suitcase was a aerolite, worth more than 100Euro. With that 100RMB can`t even buy one wheel of it!
I`ve send you all the evidence, please just look at the Pictures and copies of documents, please do compensate for my loss reasonably. You can call me to talk about the details. I would be grateful if this matter can have your immediate attention.

Regards
Joachim Kuester

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2:19 am EST
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AirAsia Misplaced stroller for child

We logged a complain at the Airport about the stroller which did not make it on the flight.We spoke to Nur Nadierah Abu Baker that helped log the complain but no result. Report no. cbtpen14a00918. I need to know what will be done about this. Will the be able to search and send to us, or compensate to the value.

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Update by Sharfa Adams
Apr 23, 2015 2:26 am EDT

We logged a complain at the Airport about the stroller which did not make it on the flight.We spoke to Nur Nadierah Abu Baker that helped log the complain but no result. Report no. cbtpen14a00918. I need to know what will be done about this. Will the be able to search and send to us, or compensate to the value.
NB: Its been 3 months since my complaint, and no one has done anything about it. The service of air asia is disgraceful.
Please contact me directly on sharfa@hsquared.co.za.

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CAMDEUS
CAMDEUS
, MY
Apr 22, 2015 5:07 am EDT
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I AGREE

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A
1:36 am EST

AirAsia not refunding

Air Asia cancelled my flights on 14 November and changed to a schedule which didn't suited me so i went with some other airline and ask for a refund from Air Asia. they never refunded me a single penny yet it been over 2 and half months. i am very pissed and have been charged for interest twice from my bank. i have contacted air asia customer care more than 20 time via e-mails and there is not any convincing reply from them other than we are sorry and we are working on it. I think there should be a some legal athority where i can complaint against air asia. NOT RECOMMENDED AT ALL TO ANYONE. VERY BAD SERVICES, VERY BAD EXPERIENCE.

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3:48 pm EST

AirAsia false/misleading advertising

After seeing a heavily advertised campaign in october for direct flights melbourne to bali from 26/12/14, against my better judgement, I decided to book for myself & my 2 children departing melbourne 10.00am 26/12/14 - arriving dps 13.45pm 26/12/14 and returning departing denpasar 8.45am 3/1/15 - arriving melbourne 18.15pm 3/1/15. 1.30am on christmas morning I received a text advising my flight had been cancelled. Options included departing melbourne 17.00pm 26/12/14 - arrive dps 02.45am 27/12/14. This flight would be via kuala lumpar. Or I could request a refund or credit voucher! How could I possibly cancel this holiday after spending 2 months telling my children that we were going to bali for xmas/new year? On new years day, I received an email advising that my return flight would also be going via kl. So, we depart dps at 8.45am 3/1/15 and arrive in melbourne at 12.15am 4/1/15.
If it was made clear to me that air asia did not have approval to fly direct melbourne to bali, I would never ever have booked these flights. I am an extremely nervous flyer who is unable to sleep one wink on a plane. Therefore, I always book direct flights to dps and I always book daytime flights. I am a regular traveller to bali who always flies direct with another airline. This particular airline offer a 10% pricebeat on any comparable flight - I could've used this and booked with them. Instead, I trusted air asia to fly us the route they heavily advertised and the one I paid for.
During a phone call to this company, compensation for loss of accommodation already paid for or anything else was denied. I was told to contact my travel insurance company - why should I pay excess to make a claim and have my future travel insurance premium increased due to the false and misleading advertising campaign of this useless airline? Never ever again will I or my family and friends travel air asia.
Anyone else affected by these flights, contact the airline. If no compensation is offered, refer the matter to consumer affairs and accc as I will be.

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2:32 pm EST

AirAsia change of flights

On the 26th of december I fly to Bali return melbourne. This was purchased as a direct flight both ways and due to a recent illness i was advised that I should not fly long hauls. I was notified on christmas day that the flight had been re routed via KL leaving at 3pm instead of 10.40 am I was now expected to fly all night being in transit for 12 hours as opposed to 6 hours. The recovery opposition were to except this arrangement or get money back which would take 14 days. No compensation was offered for the accommodation already purchased etc or the inconvenience and or loosing a whole day traveling. I had no choice really as there was little I could do on christmas day. Then again on the return flight which I was to fly out of Bali at 12.05am on the 2nd of Jan was rerouted again via KL.I was notified of this change the evening of New years eve again leaving me no real option as I had to be home for my disabled daughter who was to come out of respite on the 3rd of Jan. There was no compensation offered and I again had to make the long flight against doctors advise.
The booking no was RFK 3JA
Flight XT 803 Melbourne Bali direct, departing at 10.40/ 26th of december 2014
Flight XT 802 Bali (DPS) departing 12.05 am / 2nd Jan 2015
Thank you,
Kind regards,
Amanda Williams

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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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