AirAsia
reviews and complaints

The joy of a discount airline - xmas present from air asia - text message - your 6 hour flight to bali in 2 days has now been changed to a 13 hour flight the next day via kl - oh yeah and whilst we are at it although you paid extra and purchased an additional leg room seat - we have sold that to someone else - so since you asked we will refund you the $98 you paid in the next month or so!

Thanks for the xmas present you useless airline! One night of accommodation paid for and wasted so thanks for that - not that you would give a stuff!

Never again!

Flight has been cancelled due to aviation issues. Our flight going back to Perth on January 19 2014 from Clark philippines to Kuala Lumpur was cancelled. Airlines stated that money will be refunded, +/- $ AUS 990. I have been patiently waiting the refund since they advised us the flight was cancelled on October 2013. I continuously emailing and filling out the air Asia form plus calling the call center for updates almost forthnightly but no luck. Contacted consumers affairs for some assistance from July 2014 and we are all still waiting. To escalate my claim, I need to fill out a form in the magistrate court but not able to cause Air Asia doesn't have any physical address here in Perth or anywhere in Australia. Can someone able to assist us with the matter. My email address danny.[protected]@yahoo.com.au

I bharani kishore palanati booking airasia chennai to bangkok twoway ticket. But iam not receiving e ticket and payment details my booking id rbt34j journey date july 3rd 2015 my mail id is bharanikishore. [protected]@gmail.com so please mail me e ticket

I bought our flight ticket through online. I bought sports equipment by mistake, I want to purchase checked baggage instead. I noticed it when check-in counter notify us the matter. We could hand carry our luggage, but we wish to purchase checked baggage for our return flight.
Two customer service counters in KLIA2 could not assist us on our request, yet treat us rude and impolite! They don't have any solutions or alternatives for us! Then what is the usage of CUSTOMER SERVICE COUNTER?
Therefore, we try to purchase adds on through manage our booking. We manage to purchase checked baggage, but the payment page took us hours to load, it says "PAYMENT IN PROCESSING" until our flight departure. How the hell I know whether my payment is succeed? This is RIDICULOUS!
Horrible service and lousy system!

My wife recently used airasia for a domestic flight from Kuala Lumpur to Penang. She was traveling alone with our 7 month old daughter. Upon disembarking from the flight and after using our stroller to push my daughter about, the wheel broke. It was due to rough handling by the airlines staff. We hope / wish they would compensate accordingly.

Dear Complaints Board, I booked return flights to Kuala Lumpur and connecting flights to Cebu in August this year. I had to be very vigilant when booking to make sure all the dates aligned with my connecting flights. So after triple checking my details and writing them down I was very shocked to see that my return date in my itinerary was one month later than what I booked. I booked the flights on Friday and called them on the Monday to change the return date and was told I would have to pay close on $500. I couldn't believe it! I was told I would have to pay the out of pocket expenses for the new flight prices. So I have been keeping an eye on their website for new flight specials. Whenever I put dates in the selection field, they sporadically move to different dates, there is definitely some kind of glitch which would explain how my return date changed... After finding a reasonably priced flight I called to make the changes and was told I would need to pay the difference for the flight going into KL as well as the flight home to Australia. How can this be? I'm only changing the date of the return trip? I have sent 3 emails and have received 2 automated responses saying they will return with an appropriate resolution in 14 days, unfortunately I am still waiting. This leaves a very bitter taste in my mouth since I don't believe the problem with the return date was my fault, it was a dodgy website, there customer service team were so inflexible all they want is for me to pay more money. I have been singing this airlines praises for such a long time but now I can guarantee they will never see my business again BUT do you know what the sad thing is? I really don't think they care

The customer service provided by air asia is very unorganised and inefficient. I have made a missing baggage report but there was zero effort given from air asia. There was no updates regarding my missing baggage and I had to make the calls to keep myself updated. Even so, they didn't give proper feed backs about my bag. It was very frustrating as all my outfits were in that bag and I had to spend extra money to buy clothes and neccessities. When they found a bag, which wasn't ours, they asked us to come back to the airport to identify the bag. Since the mistake was done by them, at least a courtesy of apology would have been nice. But no sorry was mentioned and they were so arrogant and no sign of professionalism was shown. Imagine if I was staying far from the airport, I would had to pay for the cab or petrol. It would have been good if they sent us a picture of the bag so that I wouldnt have to be running to and fro to airport. I spent half my holiday worrying about my luggage! They told that if I had not receive my luggage after 10 days, I would receive compensation for each kilo but there was no single call made by them even after the 10 days. After all the fault was theirs so an initiative should have been taken by them. And when we went to claim the compensation, even then there was a problem. They didn't tell us what to bring, what bank account can be used and we had to wait for almost an hour yet we went back empty handed and had to do all the work ourself. We even had to write an authorization letter. When I was asking the lady to draft the letter for us, they had a very ### face which was extremely rude and she was playing with her phone while I was talking. Is this how efficient a customer service should be. Its not like the compensation made is in par for what we have lost. Tony Fernandez please look into this issues and im not the only one going through this, there are many people who have taken air asia has gone through it. Please be alert Mr Tony Fernandez.

To whom it may concern:

My name is ann mari grace sy cao yao. I am a filipino citizen based in taipei, taiwan.

I am complaining about airasia. They are completely cheating people out of their money, promising a 30-working day refund and extending for more than months already.

Case number:cas-7808530-9rf5bf
Booking number: gc5tvt

Airasia unilaterally cancelled the kl-male (Maldives) via colombo flight, and downgraded it automatically to just male-colombo, hoping that stupid people would take the colombo flight for a maldives price.

Told me i could reroute to any destination. Agreed on taipei-kathmandu via kuala lumpur and asked me to choose a date only to retract it later supposedly because it was a fly-thru. I argued that the male flight was also a fly-thru via colombo, to no avail.

Told me refund takes 30 working days, only to receive an email a month later that my refund claim has been validated and i need to wait another 30 working days. Airasia needed to validate a claim for one month (That long) for a flight it unilaterally cancelled. Anyway, august 28 marks the 60th working day since i had applied and still no refund.

Please see relevant chronology below: (I have written so many times i didn't include some anymore. I am just attaching the email conversations.)
Sun, jun 15, 2014 at 10:47 am - i requested refund to be processed
Jun 20, 2014, at 4:44 pm, wrote:

Hi ann mari grace,
Greetings from air asia x.

Thank you for emailing airasia, we apologize for the delay in response.
Kindly contact insurance department regarding of any insurance enquiry.
Now your booking is under process for refund and it will be done within 30 working days.
We appreciate your comment and feedback to improve our services to valued customers and avoid it in future.
If there is however any other request or inquiries regarding your flights, please do not hesitate to email or contact us for any assistance.
We humbly apologize for the inconvenience caused. We truly appreciate your valued patronage and we look forward to welcoming you back again soon.

Best regards,
Reza

Airasia x pre-flight team

3. Wed, jul 16, 2014 at 1:03 pm - told me refund has been "validated"

We are pleased to inform you that your refund has been validated. This refund process would take thirty (30) business days to be completed. So, kindly check your credit card / bank account after the said period.

(4) i wrote several times and the last was aug 5 and still no reply i've written twice direct, another via facebook and another via e-forms and no respond.

(5) earlier today, aug 25, 4:34pm ken of airasia called to talk about my other flight kl-penang and i took the opportunity of asking him about the male, maldives refund status. At first he told me the processing started today. So wait 30 working days more. I said why it has been another 30 days. That would make it 90 working days or more than 3 months already. He called me again saying that the refund department is saying that my credit card company, which is impossible because logically speaking why would they so. And i had already called my credit card company and and told them about the refund.

Please kindly help me.

Ann mari grace sy cao yao
+[protected]
Case number:cas-7808530-9rf5bf
Booking number: gc5tvt
[protected]@gmail.com

To whom it may concern,

I am writing to you to express my dissatisfaction with your company's service. We booked for a round trip ticket from manila to puerto princesa last july 15, 2014 with a departure time of 7:25 am to 8:50 am on august 16 and a return of 8:35 pm to 10:00 pm on august 19 of this year. After booking online, we received the confirmation merchant reference number and we opted to paid this through 7-connect on that same day without receiving any itinerary ticket to confirm or check our flight schedule. Unfortunately, we received the confirmation ticket on july 17, 48 hours after we paid and notice that the return travel time was 9:35 am which is incorrect. So what we did is we call the customer service of air asia right away to change our travel time. We were answered by travel agent/customer service named stacey if we were not mistaken and from there we stated our cause. She responded very rude, arrogant and disrespectful stating that we need to rebook our
Flight. With charges without giving us any option and a room for system error! As a customer service, we believe that clients should be treated with utmost respect and politeness. Being rude or displaying unprofessional behavior is the fastest way to lose a customer for life. Sarcasm, belittling, shouting, or arguing with a customer is never justifiable under any circumstances. When you show respect to your customer, you'll eventually gain his or her respect in return. Instead of listening and resolving our issue, she then explained your lengthly policies regarding rebooking a flight and reiterating the amount of rebooking charges, appearing to us that she wanted to extort more money from us.In the end, we were not be able to meet a resolution because of her lengthly explanations and our line was cut.

We then call several times with different customer service representative. What's disappointing in your service is that every time we call, a different agent will answer and we have to state again and again our issue consuming our time and efforts, rather that directing us to the first agent we talked to. They all insist us to pay for rebooking charges with different amount on each agent instead of investigating for a system error that we insisted which is confusing, frustrating and misleading. Finally, this was put under investigation by your it after a several calls and difficult contention of our case. We were told to wait for five working days for the result of the investigation and to call several times to follow-up however, due to your poor and incompetent service and system, it took us a lot of time only to hear in the end that we needed to pay for the rebooking charges because of the unfavorable result of the investigation. What's even more
Depressing is that it needed a violent reaction from us for you to act immediately and appropriately. Please take note that your online booking system is very dissatisfying for it does not give any room for error or a confirmation itinerary ticket for us to check our flights schedule before paying online. So how come that your demanding for a rebooking fee when you have a big negligence on your booking system and for the inconvenience of your costumers?

I hope that you would change your system and employ better customer services agent that meets the needs of your customers. There has been a lot of issues and complaints of your poor service.

Regards,
Your dissastisfied customers

I clicked flight and hotel on air asia's web site. Picked flight and hotel from manila to kota kinabalu malaysia for the 19th thru 21st of aug. Received my confirmation saying nothing left to do. I was checking the airline and found my flight was for the 20th to 22nd, not a problem. Problem hotel is still for the 19th thru 21st. I cannot get them to change it all they did was change the confirmation for flight leaving 20 to 22 but hotel 19 to 21. This is aprox. $100 + hotel. Live chat says all they can do is change my flight, but not back to 21st. Any other date I lose $200+. How can they do this they booked hotel and flight not me!

My father (72yrs old) recently booked 2 flights online( to celebrate his birthday) with Air Asia to Bali . Unfortunately he made a simple mistake and got the origin and destination the wrong way around. He tried numerous times to contact Air Asia via email firstly and then by phone also.
Eventually after much stress of trying over and over to gain contact from someone from Air Asia...he was told he had to pay an amount nearly as much as the total cost of both tickets to change the destination & origin.He chose to cancel both tickets as could not afford to pay the amount requested and believed it was robbery to charge such fees and with notice of more than 3 weeks before the travel date.

Our family will never travel with Air Asia again as we all don't feel they offered fair and genuine help and customer service.Also the charges are greedy to say the least when it comes to a simple mistake and you are willing to change dates etc if need be just to manage the mistake you made.

Buyer beware when choosing to spend your hard earned cash on any air asia flights and you make a simple mistake or need to change your flight for reasons sometimes out of your control. Be prepared to pay a hefty amount to maker the changes..

Refund validated to me in April, 2014 has still not been paid into my credit card. Problem occurred at time of booking as told ' booking failed try again'. I did, but changed the times slightly and yes, I ended up with two bookings. Air asia have no customer service. Many e forms sent, live chats and calls to travel centres and NOT ONE PERSON from Air Asia has contacted me. E forms only get auto generated responses. Call centre and live chat say they can do nothing to help me. Problem being looked at! After 10 weeks with no response from them? No organisation that is a provider should be allowed to operate the way air asia does. In normal circumstances they would be out of business. It's buyer beware over the internet. How can they get away with it? There is no other avenues for complaints. Think again before doing internet payments because if there is a problem, you are left out on a limb.

air asia recieved full payment for a ticket jogyakarta denpasar jogyakarta 2 days made by me G A Yuile before the intended departure for my guest Ms Rochmaiti and after a 4 hours taxi ride to arrive at 6 am my guest was denied boarding because she was told my credit card was no good and treated discourteously.This is a lie, I have proof issued by the commonwealth that AirAsia received payment on the 29/6/2014 and it still has my money.It clearly states in Air Asia's terms and conditions that the reciept of a Booking number and Itinerary is prima facie proof of payment and forms a non refundable contract with them. By not accepting said proof they broke their contract with me and are clearly in breech of contract. Now they are telling me all sorts of half baked stories and still using my money.the inconvenience to me and my guest were considerable including a 15 hour wait in the airport until I could get another ticket from a different company using the same credit card. I have had considerable on going cost regarding this matter.This behaviour is totally unacceptable and unethical.

Hi,

My name is Anshu Khandelwal.

I was supposed to fly from Kuala Lumpur to Kolkata on 13th May 2014, on flight number AK63.
I have attached my boarding pass "AirAsia_Boarding Pass.JPEG" with this mail.
My booking id was - O8416C.

Since I was unwell and on medication, I boarded the flight and slept.
A while after I was told to leave the aircraft as everyone was disembarked from the flight. I was physically not in a condition to argue.
Hence I continued to book another AirAsia flight, but some time later I got a mail suggesting the cancelled flight has been re-scheduled.
The mail body is attached in this mail. (AirAsia_ReScheduled_Mail).
On confirming 5 times to your ground staff, I was told to report 3 hours before rescheduled time (as given in attachment)
I continuously was asking for medical help, but I was told the max they can do is to provide me a chair or else I can sleep on the floor.
On asking why such a rude behaviour, they told I along with 60 other people have misbehaved with the cabin crew and have whistled and shouted at air hostess.

So forcefully I had to sleep on floor for whole night considering there was NO MEDICAL ROOM in the WHOLE AIRPORT.
On reporting to checkin counter 3 hours before the rescheduled time, I was again told that I cannot fly and I felt I have wasted my one day there.

During the whole process, I being a lady was handled like a criminal. Your ground staff and duty managers were very rude and non cooperative.
At least I should have been given medical attention. I have listed the name and ID of one of the employee who was even physical with me.

Name - NAFEES
ID - AA9654345

I had to miss my connecting flight in India, connecting train in India and had to book new ticket through Malaysia Airlines.

Do you think you guys did wrong with me and are responsible for the below stated damages happened to me during the course -

1. I had to be admitted in hospital for one whole day after coming to India because I was not given Medical facility in KL airport.
2. I was treated like a molester being a girl.
3. My cancelled airAsia flight (boarding pass attached)
4. My cancelled connecting flight in India (Boarding pass attached)
5. My cancelled connecting train in India (Tickets attached)
6. Malaysian airline new on counter ticket to India on 14th May (Boarding pass attached

If you think AirAsia is not responsible for this, I will need to move on to Legal and Social(please read social media) ways to sort this out.
Awaiting your response.

Anshu Khandelwal.
Ph - [protected]
email - [protected]@gmail.com

My wife and i recently booked on air asia only to discover when we received our latest amex card bill, we'd been charged twice for the same fare.

We phoned amex for advice and they said this is a common problem with air asia and predicted if we emailed them and asked for a refund, even if we provided evidence of a double charge, air asia would deny it by claiming they could quote only see one payment in their system.

We then emailed air asia and within the hour received a response, exactly as amex had predicted...No refund because they claimed we'd only paid once.

This is out and out blatant theft...!

We wonder how much extra money air asia makes each year via this rort.

I had such a sad experience with Air Asia on my trip back from Penang to attend a special wedding event in March. My luggage was broken into, lock taken away, bag damaged. And after making 2 formal reports and going through different ways of reaching out to impossible-to-contact Airasia staff, they came back with a clinical letter to say they cannot do anything and closed the case. I asked for a response from management and suddenly they went COMPLETELY silent. Nothing done to salvage, no service recovery, obviously not-my-problem syndrome. My first time and probably will be the last time with Airasia. The flight experience was fantastic, unfortunately the customer staff spoiled it all with their indifference.
BET THE MANAGEMENT DOES NOT KNOW THE POOR SERVICE STANDRARDS ON THE GROUND.

I travelled to Ho Chin Minh City on the 25 April 2014 and returned to KL on the 27 April 2014. When i checked-in my luggage at Vietnam airport to return to KL, the Air Asia Vietnam representative mishandled my new luggage bag and ripped off one of the luggage wheel. I just newly bought the Samsonite bag which cost me RM200 totally cannot be used after that. I lodged a complain at the KLIA airport and they gave me a hard copy of sthe report i made. They also told me to claim from my company's insurance policy because I did not purchase the Air Asia online insurance policy. This is not fair as I have totally lost usage of the luggage bag as it cannot balance itself. Please advise as I wish to seek compensation for the damaged luggage. Thank you.

I flew from Bangkok to chennai on 07.03.2014, Once I reached chennai have not received my luggage after the enquiry came to know that air asia has mishandled my luggage. But two days later received my luggage, due to their mistake i have lost almost Rs-20, 000. Air asia has not given any reimbursement not even proper response. I would strongly recommend not to travel in air asia if yo do you or your luggage are not safe. They ruined my life please no one travel on air asia they ever handle the luggage properly.

* do not book with air asia!* when we checked in naia, the air asia counter personnel said checking in our luggages are prohibited (Bawal po icheck in ang mga bagahe, hand carry lang po). Though we expected our luggage to be checked in, we're fine when they advised us to just have it hand carried. On our return flight, we arrived 2 hours before our scheduled flight. Since we have the intention of eating at the nearby restaurant, and with the "thought" that we're not allowed to check in our luggage, I told my girlfriend to wait at the waiting area outside caticlan airport with our luggage and went inside the airport alone. I told the counter personnel named carol bernabe (I asked for her name after our bad experience) that we arrived 2 hours earlier than our scheduled flight and asked her kindly if I could get already our ticket. She asked me the name reflecting on the booked flight, which I did provide her our name then she asked for our id's, which I again provide her. She then printed our tickets and advised us to just get it once we return. I went back to my girlfriend and we ate at the near restaurant and also to kill time. An hour before our flight, we both went back to the airport with our luggage. When we reached the counter, the next counter personnel, genevieve sevilla, who's not wearing airasia uniform, was very rude and mandated for me to have our luggage be weighted. I have a backpack and a small luggage and my girlfirend is carrying 2 handbags. We are two individuals therefore we should be allowed for 14 kgs luggage however the counter personnel only counted for just 7 kilos allowed for the 2 of us. Also, she blamed us that our tickets shouldnt have been printed without giving it to us. I told her how should I know it was not allowed when carol bernabe heself advised us to jsut get it back when we return. She even advised it to the guard. If only the first counter personnel didnt print the ticket and advised us to just return an hour before our flight, then we should have known and followed her advised - definitely we wont sit around killing time in the restaurant and will wait inside the airport instead! Our vacation was ruined! There was a bit scene that happened becuase we were pointing out our side but genevieve sevilla wont listen and just kept on blaiming us! It was disappointing and embarrasing! I wont stop telling this stories to my friends, coworkers and family not to book with airasia! I will make sure this complain will reach the corporate office!

Febuary 14, 2014 at 7pm I arrive to singapore changi airport to check in to airasia flight bound for jakarta and was told it was cancelled due to volcano eruption in indonesia.
They gave me a link to a website that didn't work for a refund.
I ended up searching through their website and found a e form which I had to fill in and submit. Airasia does not have a hotline to call'
After a week I get a call from malaysian number w a representative on the line telling me I couldn't get a refund.
That was not what I was told when they cancelled my flights.
Now i'm left hopeless with a couple hundred bucks out of the pocket.
I feel cheated!