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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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9:23 pm EDT
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AirAsia blood sucker!

Air asia is one notorious blood sucker!

I think u all notice that air asia now having a new charged hotline abt rm 2 per minute.
Fine. They say this is to provide better services to those needed only and we still can utilise the existing hotline for booking n enquiries. Wrong, they are bull ###!

I called more than 1/2 hour on the 03-[protected], 03-[protected], no body picking up my call. At last I have to call their [protected]. They just force us to call them at their charged hotline! (Just to suck more blood from us)

This is really not ethical. They should not doing business in this way... Frequent changes in time schedule, last minute notice, and now sky high charge for damn customer services. Air asia is doing worse n worse now.

Hey tony, u r making money because of us... Dun u forget.

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mdsha76
, MY
Aug 08, 2010 1:43 am EDT
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they dont have Chinese . They are not supposed to
talk to you 15 mins, since you pay for the call !

Please email me
sha@proflyerz.com

see how can I help you

L
L
LizLCY
, MY
Aug 05, 2010 11:48 pm EDT
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It's happen to me, this has cost me RM95.94. Talk time 15mins3...sec, waiting time 33mins59sec. And I did complaint to AA facebook wall, they told me this is premium call, what do you mean of Premium call.
Premium call need to wait for unanswering call for 33mins plus paid for RM1.95/mins for waiting listening to you "please press 1 for english, press 2 for malay, press 3 for chinese and etc... "

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9:26 pm EDT
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AirAsia skybus / lcct venue

Skybus ticket is booked together with online air ticket purchase. Lack of details about skybus upon booking.
Pickup point at LCCT is not clearly shown, and different from the actual signage and map in the website.
1 hour after check out, still no sign of bus. No working personnel at the station to assist.
Bus bays does not say operator name / destination. Utter disappointment.

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need good service
, MY
Aug 19, 2011 6:56 am EDT
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Agree. Many Airasia's customers had paid the bus fare in advance so they have to wait for Skybus eventho bus came late resulting long queue. By the time the bus arrived, some customers still unable to get seat and have to wait for few hours more for another bus. Last time I waited for more than an hour but nobody knows when the bus will arrive, even bus conductor who used walkie-talkie to communicate with Skybus drivers. When bus arrived, Skybus refused to let me in due to all seated had been occupied. I almost missed flight due to that inefficiency. My heart still badly ached when I recall the incident. Luckily, there was a better bus service called Eurobus. I took the bus straightaway after Skybus chased me out of their bus and the bus departed to LCCT 5 minutes later. At lcct, I saw a few Skybus were parked opposite Tune Hotel and I wonder what happened to those busses. Was it broke down or the drivers prefer to hang out somewhere there? After the incident I never book Skybus online eventho price will go down very cheap because I'm afraid the service will be crappier too.

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9:44 pm EDT
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AirAsia don't let it phase ya, air asia

Hi Air Asia,

We know you are attempting to become the most un-Australian company of all time and your so close. For starters, your getting above the likes of your competition such as Tiger airways whom have ditched the RyanAir approach due to competing with you as the number one hated airline.

Don't let it phase ya Air Asia, although I see you have gotten a little upset now, I'll lift ya spirits an remind you how ya becomming Australia's most hated. Your keeping at the top with ya customer service skills, good idea outsourcing those skills to non-English speaking employees on fuzzy sounding phone lines. Let us not forget that you wont let the customer call you rather you have to call them, (4 days later) Genius Air Asia!

Your keeping up there by your advertising techniques that get the customers dollar in and give very little out, sorry did I say very little, I meant to say you give back nothing in return. But the main thing keeping you above all others is your options anomoly, why a passenger can change the flight time, change seats, change food, change insurance actually can change just about anything else EXCEPT a name. But what is in a name ay Air Asia?

Just the fact that all those other options are pointless when you can't change the name of your ex-girlfriend because she dumped you. It's alright though Air Asia, because you won't let me change the name, I'll go by myself cos even though it might be a promo flight, it still bloody cost me an arm and a leg but I guess I won't be flying alone because I will be with you, the numero uno un-Australian airline.

Just don't let it phase ya, ay Air Asia!

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11:06 am EDT
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AirAsia poor cutomer service

Dear all

I am sujani liyanage (lawyer) from sri lanka and my hobby is traveling. I have visited malaysia two times because I love that country and two more future plans in october 2010 and january 2011. last time when I traveled to malaysia I had a very bad experience. I traveled with my husband and two kids for a holiday and traveled through air asia flights. since I bought so many items from malaysia to bring to sri lanka I wanted to enhance (increase) the weight of my baggage through their online booking, which is the normal way of air asia. but due to their system error I was unable fulfill my requirement. I tried so many times and got the same error massage. then I tried to contact there call centre but was not abele to speak to one of their agents. I only listed to their recording for 15 minutes. (wasting my money and time) because of the delay I was not abele to visit genting highland for full day and was abele to go to a part of it. that trip ruined by air asia system errors. finally on the departure day I had to pay rm 640 / - for my baggage which was not fair. because if I did that online booking cost is less than rm 100/-. it was not my fault. it’s their system error. they should bare the cost. at the time of cheek-in I inform this whole story to their staff member and what she told me was send them a request to refund that amount. first thing after my arrival to sri lanka was send them that request. (on 11.02.2010) but still that case is pending and I also have sent them several reminders but no progress even after 23 days. I have attached herewith all references for your kind attention.

Finally I hereby kindly request you to investigate about this, because this type of things will affect your tourism. also I will inform this matter to relevant authorities in sri lanka to prevent srilankans from this type of maters because most of them spend their hard savings for their holidays including me and my family.

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Felicia Choo
, SG
Mar 29, 2010 1:54 am EDT

March23, 2010 2.33pm
ATTN TO (CUSTOMER CARE) AND ALL THE GUEST,

If Airaisa thought that the guest comments here is for fun, I can say that Airasia should think that they are so proud of their service, even do not have support from guest any more still can maintain their business! Then you sure will wrong, one day AIRASIA will disapear in this world.

My case delay 1 month, no news, no call to explain, no conclusion! Just two words appear to their guest "KEEP WAITING"!

Is it my flight on May still early, can delay the case! Is it their respective department already throw away my case, pretend nothing happend? Waiting for their guest call to re buy the flight ticket? Or will be charges if the guest request for exchange the time? No wonder Airasia can maintain their business well for so many year! Cause all the money come from cheat, bluff, unhonestly, unpolite, poor service!

March 10, 2010 4:46:10 PM
Dear Ms Felicia Choo,
Thank you for emailing AirAsia.
We understand your frustration. Please rest assured that we have received your specific comment and your request have been forwarded to the respective department. The department will contact you directly.

Yours sincerely,
Zalifah
Customer Care (IS IT REALLY CUSTOMER CARE)
AirAsia

March 4, 2010
Booking No/Case No/Baggage Report No : X423AR

I'm feel disapointed about your service. I asked for postpone date on 26/02/10 under this booking number, the flight time is night 9.25pm instead of morning time 9.25am. Your agent said want to let manager listen our 1st conversation recored then feedback to me shortly see which part make mistake. The next day that is on 27/02/10, I called and spoke with name JASON, he asked me to wait will check for me, but i waiting for more than 15 mins! After I hang up called again, another guy who call HAKIM answer my phone, on 1st time, he transfer the call but after that he said JASON out for lunch!( I want have a good explaination from JASON) Besides, HAKIM follow up this issue with me, he try let manager handle my case but too disapointed the manager do not answer my call, then HAKIM said the manager will call me back in between 4 hours, that means before 4pm on 27/02/10. Until today, 01/03/10, I called follow up with my fligth ticket again, I request speak
with HAKIM, this agent call ANNA said HAKIM off duty today. Fine, I try follow up with this girl, she also said transfer my call to management department but no body answer my call the end again! I felt like play a fool in phone all the way, not just waste my money and my gold time! I drop a feedback here, I hope that manager will call me settle for this flight ticket issue as soon as posible and I request have gppd explain from you.

By : Felicia Choo
Contact Number : [protected]

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6:17 am EDT
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AirAsia changes of the time

I have book a ticket from jb to kl on 1 april 2010 at 9. 25am. But then i don know why and don know how suddenly the time has been change to 11. 55am. The worse is that airasia never inform the customer about the changes of the time. When i go and check the fly then i only reliase the time of the fly has been change. The changes of the time has affected me. . . Pls think of the customer. If got any changes. . . Pls inform. . . This is a serious problem. Because i got fly from kl to macau on 1. 30pm. If i only noe the changes when i go to airport, then i sure can get the fly from kl to macau. But luckly, i have check the time. . . Then i call to the customer service center. They say only can change the ticket to 31 march 2010 from jb to kl plane. This means that i need to wait in the airport for 12 hours. . Just because of airasia change the time. . Then the ticket i brought on 1 april 2010 is more expensive than 31 april 2010. Then they seem like do not want to responsible. Who will pay me the extra money that i give? They only say that they can changes the time. . Because i need to wait for 12 hours in the airport. Then i say i want change the time for kl to macau. Then they say i need to pay for extra rm600+ for the changes. Pls. . . Who should responsible to the changes? I know there is term and conditions saying airasia can changes the time anytime. But when they change and give inconvience to the customers. Then they should be responsible…i need to responsible? So i need to pay extra money ? Pls give me an answer asap. . . And do a better arrangment. . .

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10:00 am EDT
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AirAsia prepaid meal at the airport but refused meals on board the plane

My wife and I booked our tickets at the Perth Airport at 1.45am on the 10th March 2010, with paid meals included, but to our surprise when we boarded the plane on the 11th March 2010, we were told that we have not registered for the meals, despite showing them our paid receipts that clearly written in by Paul the counter-sales person in charge, Aus $14.00 for 4 meals. The flight steward told us that they have limited meals available on board the plane and that we will get a refund when we get back to Perth. He said that they needed 24 hours to prepare the meals on board the plane. So on coming back on the 18th March 2010, we had the same problem again with the flight stewardess as she said the same thing, that our meals were not recorded on our boarding ticket despite the fact that we produced our paid receipts and on the flip side of our boarding printout from the internet she flatly refused to serve us our meals again, saying the same thing that they had limited meals on board the plane. I argued with her about the ones that they were selling and she said that we had to purchased them then get a refund when we get back to Perth.
On arrival, I went straight to Paul the counter-sales person, and I complained to him. He took my only receipt that he wrote out for me, together with the printout of my itineraray and said that he will forward it to his boss Mr. Steve McQueen and he will contact me .
Till now I have not heard from him.
Then I rang [protected] a lady spoke to me and gave me this email address to lodge a complaint.

MY Booking Number : B5RRLB
Flight D7 2715
Depart: Perth to K. Lumpur Thursday, , 11 March 2010

Return:
K. Lumpur to Perth Thursday, 18th March 2010

What I am asking for is a refund of Aus $14.00, plus one meal purchased on board the plane on the way back for $12.00 issued by a Stewardess by the name of : FA Halishazliffa
H 2354
on flight number D7 2714 on the 18/03/2010
Flight Number: D7 2714
Seat No: 18B
Receipt No: 207031

Please reply me on email: [protected]@tpg.com.au OR

Mobile Phone: [protected]
Home Phone: [protected]

Thank you.

I remain,

Your truly,

Kok Lee Teoh

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Ancela Suparno
Perth Metro Area, AU
Apr 09, 2010 8:02 pm EDT

Hi there Kok, how's your $26 saga going?

Hope you got the refund by now. I dealt w total of 8 ppl @ perth airport re. Lost Luggage and are familiar w names you mentioned ie. Paul & Steve McQueen.

Just to let you know, they tried their best to respond to my query. I lost my Green Mont Blanc @ around 00.00 @ Ngurah Rai, Bali airport and they flied it out in RUSH delivery to Perth @ noon the same day!

Perhaps you just channel you frustration in a wrong direction; rather than mention names on this board in which you aint get any responds, it's much better to deal directly to the MAN [hope you know what I mean]

BTW, I've mentioned about your issue to the McQueen and he mentioned that he has authorized the refund and it's now @ Malaysian Office for reimbursement. Hope you're happy to hear that:-)

My experience with Steve McQueen and crew are totally different with you; and I can say that he's the most humble person who tried to carry out his job as best as possible; and I do think I’m obliged to clear the air here :-)

[this is my tribute to Steve McQueen & Crew as he refused any sort of gifts that I offered him for locating my lost luggage between 2 countries within 12 hours]

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Ancela Suparno
Perth Metro Area, AU
Apr 09, 2010 8:01 pm EDT

Hi there Mr. Kok, how's your $26 saga going?

Hope you got the refund by now. I dealt w total of 8 ppl @ perth airport re. Lost Luggage and are familiar w names you mentioned ie. Paul & Steve McQueen.

Just to let you know, they tried their best to respond to my query. I lost my Green Mont Blanc @ around 00.00 @ Ngurah Rai, Bali airport and they flied it out in RUSH delivery to Perth @ noon the same day!

Perhaps you just channel you frustration in a wrong direction; rather than mention names on this board in which you aint get any responds and you may damage ppl reputation, it's much better to deal directly to the MAN [hope you know what I mean]

BTW, I've mentioned about your issue to the McQueen and he mentioned that he has authorized the refund and it's now @ Malaysian Office for reimbursement. Hope you're happy to hear that:-)

My experience with Steve McQueen and crew ie. Paul are totally different with you; and I can say that he's the most humble person who tried to carry out his job as best as possible and I found Paul very helpful by trying to light up the moments when there's incidents between his supervisor and myself @ airport counter; so I do think I’m obliged to clear the air here :-)

[this is my tribute to Steve McQueen & Crew as he refused any sort of gifts that I offered him for locating my lost luggage between 2 countries within 12 hours]

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9:57 pm EDT
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AirAsia utterly disgusting service

AirAsiaX... be careful.

Most recently, my wife and I were stranded in Abu Dhabi when AirAsiaX announced they were canceling service to/from Abu Dhabi in January this year. They didn’t notify us (their stranded passengers) until Feb 10th. Neither did they offer any accommodation nor answer our emails asking for help. We had to get back to Malaysia on our own. They won’t reimburse our additional expenses either.

They said they would refund the Abu Dhabi/Kuala Lumpur portion of our trip, but it will take them 30-50 days to process the refund. Such an attitude!

Watch out for these guys. If you are considering using AirAsiaX, It might be a good idea to develop a plan B... just in case.

Also... Our KL/Abu Dhabi trip departed KL on Jan 25. The return from Abu Dhabi was to be on March 1. I strongly suspect AirAsiaX had decided to vacate the market prior to our departure. If they knew the return portion of our tickets could never be used, why didn't the check-in agent in KL tell us?

A travel forum (simpliflying.com) posting had this to say,

"Incidentally, I had learnt about the route closure (Abu Dhabi) on Twitter around Jan 25th, and Azran himself (AirAsiaX CEO) made a public announcement in Singapore on Jan 28th. That's why I'm surprised that as a passenger who had booked a ticket wasn't informed earlier."

Farm animals get more respect than AirAsiaX passengers.

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diamondc87
Perth, AU
Jul 03, 2010 8:11 pm EDT
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Seems like air asia have a horrible habit of not informing passengers of vital information...

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2:32 am EST
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AirAsia clark is not in manila

Air asia offer flights to manila but actually you land in clark which if you ask the locals is not even in the same region as manila and takes two hour minimum to get to get to any of the three terminals that are actually in manila and does not have metered taxis allowed to enter!
Scam - beware! Cost us $100 us in taxi to terminal 2 in manila and we missed connecting domestic flights, even after allowing three hours in between and so had to buy next flights costing $200 us again! Beware of air asia. Deception!
Fourtus

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11:45 pm EST
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AirAsia slow refund and bad customer services

Airasia (Aa) has poor customer services to handle their refund. I am having poor experience with airasia right now. I booked a flight on aa. A few days after I made the booking, aa cancelled the round-trip flights. When I contact aa about the refund of the payment I made, they weren't helpful and said it will take 60-90 days for queue up to process. When they charged my card for payment, it was immediate, now when they are making a refund back to me, they said it needed to queue up for a 60-90 day waiting period to finish the refund transaction. This is ridculous, with a very lame and irresponsible excuse. With all these technologies nowadays, this kind of transactions can be done in seconds. Secondly, how many refunds they have to do that will take 60-90 day queue-up period?

I am starting to think aa is delibrate in scheduling flights and cancelling them so that they can keep the payments for 60-90 days or even longer in the case of the original complaint in this thread. With this, they can cheat money out of their would-be passengers, and the money adds up in aa bank with all these people waiting for the refund. No wonder it will take 60-90 days to process or finish the refund.

How can we place a formal complaint to any relavant government agencies in malaysia in overseesing the airline industries and their integrity?

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mdsha76
, MY
Apr 29, 2011 2:45 pm EDT
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mnazri@mot.gov.my
juhannis@mot.gov.my
these are the email address to complain

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mdsha76
, MY
Apr 29, 2011 2:43 pm EDT
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yes you can complain. But refund is faster nowadays, . sometimes it will take some time.
You can ask credit shell so that you use your money immediately,

http://motour.gov.my/en/services/announcement/216-e-mel-aduan-airasia.html

( proflyerz.com )

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8:19 am EST
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AirAsia not allow to board

Me and my group not allowed to board because false information and wrong decision from air asia, and have to purchase another tickets more than 3 times than our original tickets.

Is there anything we can do?

Here are our case, and we already send this mail to Air asia but don't have any responds;

My name is HENDRY CHANDRA (1), I’m writing this letter on the behalf of,

1. MR HENDRY CHANDRA
2. MS FATIMA
3. KENZIE LEVI CHANDRA (infant)
4. MR SOESANTO NGADI
5. MS TJU LIE NGO
6. MS SHERLI
7. MR MARTIN SUWANDONO TASLIM
8. MR LIF WAHANI
9. MR ERIK CHANDRA
10. MS FEBY CAROLINE
11. MR KAWIRAHARJA ANDREAS
12. MS MONICA ROSANA JONG
13. MR LEO SOTULIEM
14. MS LENNY KURNIAWAN
15. MR ERWIN SUWANDONO TASLIM
16. MR BUDIMULYONO SUWANDONO TASLIM
17. MS LIAUW LIE PING
18. MS MARDIANA SOEPRIADI
19. MR MICHAEL SUNANTO

This is our case:

1. We use Air Asia for our group trip from Kuala Lumpur to Jakarta on 1st January 2010, 18.50 hrs, flight AK388.
2. We check in before 16.50 hrs.
3. We all only heard one call for flight AK388 to Jakarta, and that is the last call for boarding.
4. We directly go to the boarding gate, but closely separated for immigration process, no more than 2 minutes.
5. We divided into three group; 1. Lenny’s Group (6 people – no.14 to 19), 2. Hendry’s Group (5 people – No.1 to 5) and 3.Sherli’s Group (8 people – no.6 to 13)
6. There are no warning what so ever, from Air Asia Staff who checking our boarding pass before we go to immigration process.
7. Hendry’s and Sherli’s group arrived at 18.45 and 18.47 but the gate are already close. We know it is common procedure for ground crew to assist passengers that already check in but not boarding yet by accompanying so they could board as soon as possible and also checked/called inside the airplane. Because that what happen on our previous flight to other passengers. (For Example : Lenny’s Grandma, namely Nanni Selamet who does not do check in (GVZZLN), but called her name several times in the aircraft (Jakarta – Johor Bahru on December 23rd 2009). While we've done our check-in name was not called. )
8. Lenny’s group that already boarding had informed to flight attendant crew that other group closely separated only a while and requested to wait. (In the plane : Lenny spoke to captain Mr Roland Germania, to wait 5 minutes to raise them, because they already in gate. Lenny says there is a baby. And the captain said he'd help us. And sent crew to help us. Nor Azah finally got off the plane and after a few minutes, she said that the luggage are derived from the plane. Lenny had been confused because she saw luggage were entered into the plane, how come so quickly unpacked from the plane, while they do not know which one their baggage. Lenny finally returned to her seat (23F) and waited for the plane to take off. But it turned out after a while the plane was not also take off, and lenny was looking down, found their luggage was searched for issued. Lenny complain to the flight crew, because they had lied. Did they say that the luggage have been issued but were not at all. And lenny just ask for time 5 minutes to raise them, but airasia wasted half an hour to unload their luggage)
9. at the same time the ground crews informed Hendry’s and Sherli’s group that the plane already closed the door and our luggage’s had been out of the plane. And the Captain Mr. Roland Germania wont allowed us to boarding.
10. Lenny’s group call Hendry’s and Sherli’s Group by phone and informed that the plane had not closed the door, and still not finished loading all the passenger’s luggage. That also means Hendry’s and Sherli’s group luggage’s had false information that says the luggage’s had out of the plane as the ground crew informed.
11. Lenny’s group talked to the captain, and the captain say that he will ask the ground crew to allow Hendry’s and Sherli’s group to boarding.
12. After waiting to be allow to board the plane, Hendry’s and Sherli’s group we have different information that we could not board the plane.
13. after we arrived at Jakarta we find out that flight AK388 delay for 30 minutes, for the process so called taking out the luggage’s. even though it could only take no more than 5 minutes for Hendry’s and Sherli’s group to board the flight.
14. We also find out that in the flight AK388 there are 9 people that have similar situation from the 15.55 hrs flight (QZ 7693), and they also have to purchase tickets for the next flight which is AK388 at 18.50 hrs with very high price. (I have their phone number if you want)
15. At the 20.50 flight (QZ7695) Hendry’s and Sherli’s group have more than 20 minutes delay. With only announced 10 minutes delay and there is no more information until the gate is open at 21.15. Air Asia just announced ‘Apologize for the inconveniences caused’.
16. That lead us to the question, is Air Asia do this on purpose? So we have to buy new tickets with price mote than 4 times from our previous price.
17. Is it fair? When there is a problem, Air Asia only announced apology, but we the passengers must cost tickets based on Air Asia’s wrong decision and false information.
18. Some of us always use Air Asia for the last 2 years for flying. And all of the group members use Air Asia because your good reputation and (of course) low cost fares. But this time we have to pay very expensive tickets, totally RM 8, 114 (booking number M2J2LA and M2DMCG plus airport bag fees) based on Air Asia’s wrong decision and false information.

Regards,
Hendry

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10:30 pm EST
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AirAsia poor ground service of air asia kl

08 feb 2010 ak715 was the flight that we boarded from kul to sin. At the screening counter (Gate t14) I lost my canon 6mp digital camera along with camera cover. After take off, I realized and inquired with a aircrew at the flight as to how to get back my lost camera and make a complain for found and lost. She informed me to make a complaint at air asia singapore lost & found counter. On arrival to singapore airport, I came to air asia found and lost counter and made a complaint, that guy seems to be so active and immediately sent an email to the kl airport authorities. And that's it that was the end of the problem - unfortunately.

It seems that he got a reply informing me to contact the kl airport lost & found authorities in order to claim the camera. Based on that reply, he provided me with a contact no. +[protected] to contact directly kl airport authorities. I made more than 25 times calling this no. And I get constant message " the no. You are trying is not in service". Next morning (Today) I again called this singapore air asia counter - but this time another guy, I made my whole story and he also gave me this no. - the result, obvious, same answer.

Just half an hour back (Now) , I made again a call to local air asia, this time one lady took up and asking me the whole background of my complaint, and yes, here too... Consistency in giving the same kl no. +[protected] and I hear non other than the same error message. Now, I am almost in the urge of crying but nothing else! I am least bothered about the camera but the pictures that we took when we roamed around - priceless.

Is there anyway to improvise the services provided by the "so called" no.1 low budget airlines please? My humble request is "please do not repeat this kind of things and not play with emotions of people". Travel is such a beautiful thing for mankind and please do not make it as unpleasant one.

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emmi
, MY
Apr 13, 2011 2:40 pm EDT
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i as well lost my camera, Panasonic Lumix, a small digital camera, it doesn't worth a lot but the photo inside is priceless. It was my 1st trip to Singapore and i was taking a flight home, to Kota Kinabalu, the bad incident happen. At changi airport, Terminal 1, we waited and boarded. While on the plane, AK 6274, i took out my bag and realize the camera was lost. Immedietly, i told the flights attendant but she continue selling her food and drinks and souvenirs and attend me at last by telling me that the have note down and ask me to report to Lost and Found once i have landed at Kota Kinabalu. i have reported on the plane, when i have landed and even called back Changi Airport to report again...if only the flight attendant take immediate action, may be there were still chance for me to retrieve it... i really wish someone found it and return to me..this is my e-mail : coolnmei@yahoo.com
By the way, there were my name on the camera : emmi
please return it to me...i beg and i willing to pay

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AirAsia no more flights to palembang

There will be no more flights to palembang indonesia from lcct starting from feb 21st 2010... Why did the airline management came to this conclusion without any notice.. Previously there was flights everyday to this place... This is unfair to those who take the flight frequently... The management should take immediate action... Unsatisfied customer...

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chaffez
, MY
Dec 07, 2010 9:27 am EST

well...if they are not flying there anymore, you should find any other airline that are willing to fly there dowh!

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AirAsia on time gurantee claim!

Hi..

My case happened on 4th jan 2009 and until today the problem still havent solved yet! It's more than 1 year! I had been calling so many time, emails, filled up the form frm airasia.com and other sources still no reply from air asia.

My husband and I took air asia from sibu to kuala lumpur on 4 january 2009, ak5261, time 0925, and the flight delayed more than 2 and 1/2 hours! The flight only off gate on 12.03pm and off ground 12.08pm. We had to rebooked and resceduled for our next flight frm kl - penang!

I had spent my time and $ to send emails and called so many many times about my case but until today I still havent got any reply from air asia!

Here is my ref number: vnf3cf

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Felicia Choo
, SG
Mar 29, 2010 1:48 am EDT

March23, 2010 2.33pm
ATTN TO (CUSTOMER CARE) AND ALL THE GUEST,

If Airaisa thought that the guest comments here is for fun, I can say that Airasia should think that they are so proud of their service, even do not have support from guest any more still can maintain their business! Then you sure will wrong, one day AIRASIA will disapear in this world.

My case delay 1 month, no news, no call to explain, no conclusion! Just two words appear to their guest "KEEP WAITING"!

Is it my flight on May still early, can delay the case! Is it their respective department already throw away my case, pretend nothing happend? Waiting for their guest call to re buy the flight ticket? Or will be charges if the guest request for exchange the time? No wonder Airasia can maintain their business well for so many year! Cause all the money come from cheat, bluff, unhonestly, unpolite, poor service!

March 10, 2010 4:46:10 PM
Dear Ms Felicia Choo,
Thank you for emailing AirAsia.
We understand your frustration. Please rest assured that we have received your specific comment and your request have been forwarded to the respective department. The department will contact you directly.

Yours sincerely,
Zalifah
Customer Care (IS IT REALLY CUSTOMER CARE)
AirAsia

March 4, 2010
Booking No/Case No/Baggage Report No : X423AR

I'm feel disapointed about your service. I asked for postpone date on 26/02/10 under this booking number, the flight time is night 9.25pm instead of morning time 9.25am. Your agent said want to let manager listen our 1st conversation recored then feedback to me shortly see which part make mistake. The next day that is on 27/02/10, I called and spoke with name JASON, he asked me to wait will check for me, but i waiting for more than 15 mins! After I hang up called again, another guy who call HAKIM answer my phone, on 1st time, he transfer the call but after that he said JASON out for lunch!( I want have a good explaination from JASON) Besides, HAKIM follow up this issue with me, he try let manager handle my case but too disapointed the manager do not answer my call, then HAKIM said the manager will call me back in between 4 hours, that means before 4pm on 27/02/10. Until today, 01/03/10, I called follow up with my fligth ticket again, I request speak
with HAKIM, this agent call ANNA said HAKIM off duty today. Fine, I try follow up with this girl, she also said transfer my call to management department but no body answer my call the end again! I felt like play a fool in phone all the way, not just waste my money and my gold time! I drop a feedback here, I hope that manager will call me settle for this flight ticket issue as soon as posible and I request have gppd explain from you.

By : Felicia Choo
Contact Number : [protected]

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LIYANAGE
, LK
Mar 24, 2010 11:27 am EDT

Air Asia very poor customer service, Always online system errors, very difficult to contact them over the phone, Waist money & Time. Most of the staff members are rude

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Daawgon
, US
Feb 01, 2010 1:30 am EST

I agree totally with myway. This is the gamble you take when booking separate reservations. Airlines have a duty to fly only when weather or equipment is compatible with safety, and delays do happen all the time. I do understand that Air Asia has had more than their share of delays - no doubt the flights are too close together. You have absolutely no claim whatsoever.

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AirAsia claim escalation

Last Xmas we had planned a holiday in South East Asia using exclusively AirAsia, however my wife was diagnosed with a breast cancer and quickly avalanched into 2 surgeries, chemo and radiation treatments.
I followed all AirASia procedure in notification and claim, I find AirAsia customer service pretty good. HOWEVER AirAsia cancellation fees and charges are fixed that amounted to 70% of airfare on some trips, no special compassionate consideration.

I was optimistic because we had bought travel insurance with AirAsia GOINUSRE that says: The Company shall reimburse the Insured Person up to the maximum limit as specified for Flight Cancellation in the Summary of Benefit for any unused and non-refundable portion of the Air Ticket if at the time of scheduled departure, the Insured Person is prevented from taking the Scheduled Flight during a Flight on the First Scheduled Departure Date due to the occurrence of any one of the following events:-
NOT SO! upon making claims to the GOINSURE they claim that we have been fully reimbursed by AirAsia (albeit less heavy fees and charges) and they would not pay up.

-Anyone had a similar experience?
-What is AirAsia/GOINSURE claim escalation procedure?
-independent arbitration (government (Malay), airline) ?

This may also served as a warning, GOINSURE may not be what it claims to be! it just another way of making more money! it is putting us off flying with AirAsia.

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brucewolf
, DE
Mar 18, 2014 7:48 am EDT
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Air Asia only plays a game with you. When you have to cancel you will get the next problem: they do not want to pay your money back in spite of an extra insurance from Air Asia. It is inhuman and horrible. I am trying for three months to get my money back. They have got all documents every day again but you do not get a decent response. Do not book by air asia. They do not deserve any customer.

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AirAsia change flight time without inform

Dear sir / madam,

Good days.

I been book for air ticket on this coming new year to miri and return to johor bahru. And confirmation had been issued by airasia. Unfortunately I been inform by them all the flight schedule need to be change. Due to this changing had been caused me need early left to miri and cannot attend my family new year reunion dinner during chinese new year. Somemore I need to pay additional charge to airline. 2nd matter, the return time they change to early one day. This caused my trip for travel in miri had been spoilt. I need to cancel another booking and let me feel very disappointed on this matter.

Just let me know what should I do? Why they can simply change schedule without get permission ? This been caused a lot of trouble to a person and spoilt the chinese new year mood.

Regards,

Ms eng

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AirAsia staff lack of knowledge

have flown Air Asia a number of times without a hitch till now - enquiries on the phone lead nowhere - I was given a reference number, put on hold and then cut off. When I again got on to someone and gave the reference number it didn't mean a thing, the person had no idea what my problem was and I had to go through the whole thing again and again to no avail, the person on the other end had no idea what to do with my query. I then emailed via the Air Asia website - received a request fro the same information again which so replied with the information only for the email to bounce back as it was a no-reply address. They need to train their ground people much better and I must add that I have absolutely no complaints about their flight staff, they are courteous and well groomed and obliging.

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AirAsia flight delay

Booking references brb6ep and y1gybs (Total 6 passengers)

Our family comprising of myself, my wife, my elderly parents (With wheel chair assistance) and my two small kids were booked for travel from kuala lumpur to jakarta on board qz 7695 scheduled for 19th december 2009 at 20. 50 hours. When we reached lcct at 18. 30 we were informed that the flight got delayed and rescheduled to 00. 55 hours on 20 december 2009 with a total delay of over 4 hours. We spend almost 7 hours at lcct waiting for our flight and i assure you that it was not easy to spend the night time with elderly parents who needed assistance and with small kids. With no proper facilities installed at lcct it was a nightmare for our family waiting over 7 hours at the airport. Again there was uncertainty about the flight being further delayed and finally we boarded the aircraft only at 1. 25 am, an additional delay of 30 minutes from revised departure of 00. 55 am.

To add to agony there was no proper explanation as to the reason of delay. I understand that air asia does adopts these tactics of delaying one or more flights to combine passengers of one or more flights and optimize their seat occupancy ratio per flight, even without having the slightest consideration of plight of passengers who might be affected.

I had been promised by the airport manager air asia, lcct that we would be provided with rm 200 worth of easy vouchers per passengers as a compensation against the flight delay, and he asked me to register my complaint at air asia website. I had already registered my complaint twice on airasia website and also complained to jakarta call center 4 times since then, however to no response.

Now jakarta call center had advised to register my complaint at this email id. Hence this email to you.

I was informed by jakarta call center representative that since air asia had tried to contact us 24 hours before deaprture to inform us of the flight delay, we would not be entitled to any vouchers. But please consider the fact that since we were in malaysia (As a tourist with no contact information in malaysia) and didnot receive any information about flight delay beforehand, we reached airport and did our checkin around 7 pm, two hours before the original scheduled deaprture time. You can verify with our check in time at lcct to prove this. And the flight after further delay from rescheduled time of 00. 55 finally deaprted only at 1. 25 am.

Now i request you to kindly register my complaint and provide me a proper forum where i can take forward my complaint for deficiency of service of air asia. Also as promised to me at lcct, please provide us with easy vouchers of rm 1200 (6 passengers) at the earliest without any further delays as we had received no information from air asia for flight delays.

Please consider this as my last reminder to air asia, before i may be forced to take other legal measures.

Best regards,

Jagdish sandeep agarwal

For and on behalf of all six passengers under air asia booking reference brb6ep and y1gybs (Total 6 passengers)

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Azie
, MY
Apr 30, 2009 5:02 am EDT

My flight from KL to Langkawi No. AK6292 on 28 April 2009 time 18.50 was delayed to about 21.55. Many passenger were furious including me because it jeorpardise our plans and shedules and every look tired.

I am writing in to claim compensation for the delay. I understand that Airasia will compensate us with RM200.00 voucher.

I hope to hear from you soon for the compensation.

Regards,
Azie

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Y Weng
Renton, US
Feb 27, 2012 9:47 am EST
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AirAsia should charge their name to "Pick Pocket Airlines". This would represent a better description of what to expect. They should also provide a compliment cigarette after the flight for those who prefer a smoke after they have been f**ked.

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

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

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

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partiban
, MY
Nov 26, 2009 3:31 am EST

this is 3 time i send email to redeam voucher because flight delay for 2 hours. on 4 nov my flight suppose 8.20 am but when i when they tell my flight 10.25. When i call airasia customer servise they ask my to call go holiday, when i call them they ask me email to maa_pre_flight#airasia.com. why i should call them? I u customer .
on the 4 nov one of the customer service tld me that i can clain for the voucher and he give me voucher Rm 40 McD.
Hopely i get good answer for U.

TQ
[protected]
partiban

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lau mun tuck
, MY
Sep 03, 2009 5:12 am EDT

My flight ak5199 from sibu to lcct(sbw-kul) on 17 jul 09 retimed to 10:05pm . my booking no: cj5sas i writing to claim compensation for the delay. I understand that airasia will compensate us with rm200.00 voucher

thank you,

regards,
lau mun tuck

e-mail : lau_muntuck@yahoo.com

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AirAsia air asia didn't keep on time guarantee

I took a flight from air asia on 30/11/09 from lcct to bali, and the flight was delayed for more the 2 hours, my departure suppose to be 3.25pm later on they change to 3.50pm and the take off time was 6pm.
I confirm with the stewardess with the time and as will we get our on time voucher since air asia promise any flight delayed for 2 hours will get a rm200 voucher she said yes her name is nur azlinda. But I have to give a call to call centre first.

Now that I have call to your call centre for more than 30 times, their staff and managers indeed call me back to ask to give them 7 working days, 5 working days to get this done, but now it has been almost 45 days, here am I still waiting. I have record down their staff and manager's name here from hadi, janson, esther, sashi and mellisa, all of them promise me tomorrow and it never come.

I am very please with air asia thus far and grateful to have a budget airline in malaysia, but I think a promise is a promise, and not let your pasenger keep calling and keep waiting.

Hope you can look into this matter seriously other wise and really don't where else I can turn to.
Thank you

Regards
Magdalene

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htsow
, MY
Mar 15, 2011 3:10 am EDT

I share another experience...

I book flight ticket from Penang to Macau years ago, and today just get to know through a friend that "AirAsia suspense Penang-Macau flight ". As I saw on the AA website that my BOOKING CONFIRMED until today, i didn't see the AIRASIA small notice at bottom! !

31th March have to fly but nobody from AA told us. No phone, no e-mail until today! ! use PREMIER LINE to phone AA and get charge RM150-160, get a stupid answer! ask me refer website, link, notice, we can't do anything! Do you still believe AA? ? Disappointed! !!

Solution given by AA is not going to solution our problems but AA problems. They just refund and we need to wait for up to 60days and my friends get the refund after 120days. Another solution is reschedule and need to top up RM600 per person which is about RM3000 for 5 person of us. Do u think this is fair for us?

Kindly advice by everyone...

Let change the airasia slogan... NOW EVERYONE CAN LIES

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AirAsia - buying travel insurance - think again

Our air asia flight from kl to jhb (Ak5276) on 22-dec-2009 was delayed an hour from 2115 to 2215. This is the 2nd time delay after our previous delayed flight from kl-langkawi (Ak5328) on 20 dec 2009 from 1610 to 1730. The good things is we had bought air asia goinsure travel protection insurance and it does covered flight delayed. The bad things was, we...

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AirAsia online flight booking

Hi everyone,
My wife booked a flight through air asia's website here in the uk.

The transaction, after proceeding to the very end returned an error! With nothing other than a case code!

She has spent an hour and half on the phone (They have a toll number here in the uk) at her cost, trying to work out what happened and how to avoid being charged twice!

The phone assistants claim it has finished for the weekend (Nothing outside mon-fri 9-5pm) and it maybe that her booking will be fixed by it and go ahead, in the meantime she has to book a flight with the exact same details as previous (No details provided, no verification email, no nothing) or else be charged for both bookings!

The assistance by phone offer no assistance outside it support hours, claiming that it will not be until monday sometime (Depending on it).. And also when she intends to be flying... That it will be able to clarify what happened!

So despite a case code (They can't trace records from this) , no it support for this issue, no help from the booking support phone assistant's and no manager offering any support.. We have to take all the risk on a & pound;1000 - flight. They refuse to assist us, despite the cost of this (Highly inflated) christmas flight (To visit unwell uncle!). Subsequently we realise there are other flights, only costing marginally more, offering much less difficulty!

This is an utter disgrace... This is air asia.. Please don't make our mistake, please use another airline. This is outrageous and totally lacking in any form of customer service. It has been a horrible experience.

I will gladly offer further details to anybody interested in knowing more. We are in the uk, please benefit from our bad experience. Look for following letters to the straits times :)

We are very angry and disappointed with this lack of customer service - it's not like we have bought a cheap consumer item - this is costly flight at a difficult time!

Get real air asia. And remember one customer with a bad experience will tell many, many other potential customers to go somewhere else.

Andrewh (Harker. [protected]@gmail.com)

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PaulK
, MY
Mar 25, 2010 2:57 am EDT

AirAsiaX... be careful.

Most recently, my wife and I were stranded in Abu Dhabi when AirAsiaX announced they were canceling service to/from Abu Dhabi in January this year. They didn’t notify us (their stranded passengers) until Feb 10th. Neither did they offer any accommodation nor answer our emails asking for help. We had to get back to Malaysia on our own. They won’t reimburse our additional expenses either.

They said they would refund the Abu Dhabi/Kuala Lumpur portion of our trip, but it will take them 30-50 days to process the refund. Such an attitude!

Watch out for these guys. If you are considering using AirAsiaX, It might be a good idea to develop a plan B... just in case.

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

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with AirAsia?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with AirAsia Customer Service. Initial AirAsia complaints should be directed to their team directly. You can find contact details for AirAsia above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about AirAsia. Discuss the issues you have had with AirAsia and work with their customer service team to find a resolution.