AirAsia
reviews and complaints

Yesterday, my parents fly using air asia from surabaya (Indonesia) to bandung (Indonesia). There's some problem while they were check in. Your staff was forbade my parents to bring their bag to the cabin, eventhough they only bring 2 medium and light bags (Smaller than maximum size of bag that officially allowed to carry to the cabin). As your information, my parents brought the same bags on their flight from bandung to surabaya on nov 14, 2012 (Also using air asia) and the staff allowed them to carry both bags to the cabin.

After boarding to the plane in surabaya, my parents found that many other passengers allowed to bring their bags (Similar size with my parents bags) to the cabin.

Because my parents prohibited to carry their bags to the cabin, so they have to put both to the baggage and they have to pay the baggage fee rp 275.000, -.

Is the prohibition legal? Is the baggage fee (Rp 275.000) legal? Or your staff have cheated.

Thank you.

I was so excited to purchase a surprise plane ticket for my wife, our 7 month old son, my Mum, and Dad.

Our travel itinerary was Sydney (Australia) to Kuala Lumpur (Malaysia), and Kuala Lumpur (Malaysia) to Clark (Philippines). Same route back to Sydney. My wife first time to go back to Philippines since arriving in Sydney, and for her to see her Mum and Dad, and her siblings. More importantly, for our son to meet his other Grandparents. Also for my in-laws to meet their grandson.

This was my first experience with Air Asia. And my first time to travel with Air Asia. This will be my last experience and my last travel with air asia.

I have not flown with air asia yet, and the experience I have received through their Customer Service is very poor. I have flown with many airlines including Emirates, Qantas, Air New Zealand, Cathay Pacific, United Airline, Alaska Airline, American Airline, Jetstar, Virgin, Singapore Airline, and Japan Airline. On my years travelling I have not come across a very poor customer service like air asia.

My wife and I found out we were expecting our 2nd child, a month after I bought the plane ticket with air asia.

I contacted Air Asia immediately and asked if I could move the dates on our itinerary. The operator I spoke to said "yes, but there is a cancellation fee. The only way we will waive the cancellation fee is if we receive a medical letter advising you cannot travel."

We immediately obtained a Medical Certificate and a Medical Letter from our Doctor and the Hospital.

I forwarded the attached supporting documents and a letter request to move dates, via email: "[protected]@airasia.com" and also through the air asia website.

No response from air asia. I called back after 2 weeks. I was told air asia never received the email.

I forwarded another email with attachments to air asia. Again, I had to follow up, and air asia replied back to advise they did not receive.

I forwarded 5 emails with attachments throughout the months of September, October, and November. I also made 8 phone calls. And still my travel itinerary is same.

I called air asia early October 2012 (I cannot remember the exact date, as I did not make note of the call). I was advised they require proof of relationship. Air Asia is requesting our Marriage Certificate and Birth Certificates of myself and my son.

Am I applying for a Visa Immigration or opening a Bank Account? I thought I was only purchasing a plane ticket.

I sent an email to Air Asia on 18 October 2012 with attached supporting documents.

I finally received a reply email:

"From: AAX Australia Support
To: (removed)
Sent: Tuesday, 23 October 2012 12:49 PM
Subject: FW: Flight F4V43C and Flight IB8TGA
Dear Brando,

Greetings from AirAsia X.

Pertaining to your email, please be advised that we may only perform a flight change without charges in the event that your flight is rescheduled or cancelled from our end due to operational reasons. The normal flight change fees and fare differences will apply when changing your flights.

Thank you for your understanding.

Regards,
Al
AUS Support (AirAsia X)
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia"

I sent a reply on 23 October.

I received this reply:

"From: AAX Australia Support
To: (removed)
Sent: Monday, 29 October 2012 2:10 PM
Subject: FW: Flight F4V43C and Flight IB8TGA
Dear Brando,

Pertaining to your reply, please be advised that with reference to your previous phone conversations, we requested for the medical letter along with documentation to verify the relationship between all guests, so that we could offer a credit shell with a cancellation fee which you can utilize to rebook your flights for 2013.

Thank you for your understanding.

Regards,
Al
AUS Support (AirAsia X)
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia"

I called air asia on 08 November 2012 at 6pm (AEDST). I recorded the 45 minutes and 48 seconds conversation. I spoke to Mahyar, who promised me that he will call me back in the next 30 minutes. I was on hold 35 minutes of that 45 minutes conversation. I have the voice recording to prove this. Mahyar advised me that he had confirmed with the email department, and they cannot confirm they had received my supporting documents - Medical and Proof of Relationship.

I called air asia on 08 November 2012 at 9pm (AEDST). I also recorded our 18 minutes and 45 seconds phone call conversation. I spoke to Hill. I was advised to reply to Air Asia's email, and to include that I do not feel comfortable providing a Marriage Certificate and Birth Certificates through the internet as this method can compromise sensitive information. I am not about to jeopardise the identity of my family and be used for fraud and identity theft.

This experience was exciting to begin with. It became tedious and disappointing. Now it is frustrating.

What type of business is air asia running?

I went on line 21st September 2012 around 1.15PM to Air Asia website attempting to book a return ticket from Kuala Lumpur to Clark on 7th August 2012 and 13th August 2012. I completed all details successfully and your website prompted me to proceed to payment. I have enter the require credit card details and the authorization code .Minute later the browser shows a message that the fare that I selected no longer available. . At this point I took it as my booking online was not successful as there was no response from your website confirming my payment .
I have trusted the Airasia website so much as a result immediately I try to make another booking. I was place in the website waiting room after waiting for 15 mins the website directed me to choose the flight to Kuala Lumpur to Clark for 7th August 2012 and 13th August 2012. I notice that the flight from to Kuala Lumpur to Clark for 7th August 2012 at 0645hrs the promotion no longer available hence I have selected the on 6th August 2012 at 1950hrs . As well for the flight from Clark to Kuala Lumpur for 13th August 2012 at 1105hrs the promotion no longer available hence I have selected the flight on 13th August 2012 at 1515hrs. The ticket are confirm with a booking reference MCESRA.
After all the bookings are confirmed, when I login to my email, I was shocked to receive an email acknowledgement from Air Asia that my earlier online booking was indeed successful with a booking reference O9UMMW. I am unable to contact Airasia as their call centre only operate from 9am-6pm. However I have immediately refer the case to Airasia Refund support team the next morning to report and requested for a refund because I had made the 2nd booking after my bad experience with the online booking. However, the attendant over the phone told me that the case will be escalated the customer care team. 25th September 2012 the refund support team’s agent has reply saying that the customer care has rejected the refund as the booking is confirmed. The customer representative has advice me to appeal the request via E-Form as a result on 26th September 2012I have submitted the request. The request was replied within 5 working days but the result was no refund for O9UMMW as the itinerary was sent accordingly by the same system. Although I had emphasis the message that appear during the 1st booking made the team just ignore the error that I experienced.

I request Air Asia to check the skylog (system that check customer booking) record and verify that the technical error was genuine and my case was the consequence of a technical error on Air Asia website. However the Airasia has also just ignore the request as the Skylog unable to retrieve any booking information.

I appeal for a refund from Air Asia.

Booked a flight with Air Asia from Brisbane to Kuala Lumpur for the 4th September 2013 and when I got the confirmation it showed the 11th september 2013. I contacted air asia customer support and got a reply from a person named Abdi who informed me that they could not rectify the problem and basically it was bad luck. I then asked for thier address to serve court documents on them to force them to rectify thier fault through there faulty web site but got told by Abdi that they dont have an office in Australia. i am now persuing them in Malaysia. What a scam. Dont fly with this airline. John Stewart. email [protected]@internode.on.net. feel free to contact me and I will send you the many emails I have waisted my time writing.

I had recently went to the Changi Airport, Terminal 1, AirAsia counter to make purchase of my flight tickets. I am really unhappy about the kind of service that I received, the person whom served me was busy chatting with other colleagues, screaming away, cracking jokes when I was still waiting to be attend to. This particular person whom attend to me, wasn't patient to understand my inquiries, and when I was asked to make payment for the tickets, to my surprise, it cost about $50 or more different from the pricing that I previously asked when I came down another day. I do feel that there ought to be some changes about such random unauthorized charges, and when I asked about it, the person was impatient, threw my passport and air tickets on the counter, told me this is how they work, else don't bother to purchase from them. I really offended with this kind of service attitude and I hope the management can do something about such lousy service attitude. I understand that it's bored at work at times, but they shouldn't be chit chatting away loudly at the counter when there's customers waiting.

I got shocked today by Airasia, here is my story, my parents came to Malaysia from Iran, they arrived at 3 october 2012 and they supposed to fly back to Iran on 23 oct, 2012, but today 7 oct 2012 i have got a news from one of my friends, informed me that Aisia flights to Iran has been canceled from 14 oct onwards and there is no email or any announcement on the Airasia website, the most ridiculous part is after i walk-in to airasia office at KL sentral in Kuala lumpur, , malaysia, they confirmed that the root has been canceled and they don't know if its temporary or permanent, they just gave me 2 funny options either fly on 14 oct which is full? there for my parents can( MUST) fly on 11 oct? and the other option is 680USD refund for 2 people, ( $680*3.04 ringgit Malaysia=2064 Ringgit Malaysia) the cheapest available flight to Iran is al-etehad, for one way ticket the price is 2350 per person!
so even one person cant fly with the generous offer of Airasia, as a result the ask me to walk-in to LCCT airport as the duty manager is located at the airport, anyway, i believe i should fight for my right, and i'm going to the airport which is 1hour far from Kuala lumpur, to make them understand that customers will never buy their words anymore and we will not fly with airasia anymore, enough is enough .

I have been trying to contact air asia since returning to western australia. I have phoned the only number available and to date unable to speak with anyone. The number is constantly busy. I also tried phone them from penang with a different malasian number to no avail. There was a mistake made on my return flight date and I am out of pocket and had to buy an extra ticket.

Pls be care full of this scammer...

Due to severe chest pain, i was hospitalised; and as suggested by my doctor
I cancelled my trip to perth - australia. I informed air asia by filling e form
And atteched doctor's certificate, prior to flight and requested them to keep
The amount of ticket in credit shell.

Airasia didnot considered my request, but failed to return airport tax also,
Which is generally given. I request you to do the needful. The details of my
Flight is as under. If i donot receive the refund, i have no alternative but to
File complaint in consumer court at ahmedabad.

Flight no. From to date amount taxes booking no.
___________ ______ ______ ________ ________ _____ ___________

Ak1254 chennai kualampur 14may, 2012 inr2288 inr1213 ifkpqr
Ak1257 kualampur chennai 12june, 2012 inr4046 inr1300 "

D7236 kualampur perth 14 may, 2012 myr203 myr146 ue3k5h
D7237 perth kualampur 12june, 2012 myr203 myr295 "

Name:lotwala bharat dahyabhai
Address :22 satyam residency science city road sola ahmedabad 380060india
Email: [protected]@yahoo.com

We send a shipment of live tropical fish to Guilin with Air Asia on June 2011. Air Asia operation send the boxes but left the shipment document in KL. so shipment can't be clear and Air Asia send the document after 2 days, almost all fish is dead. Air asia get agent to deal this case with us, they do every slowly, and at the end, say Air Asia reject our claim after nearly 8 months.

in the first place, this is Air Asia's operation fault, is not actually a claim. how can i pursue this unfairness issue?

Dear sir / madam, good day.My name is mr. Ekwale samuel ncha.airticket booking number H4CHFV. flight no. FD 3771.16th june 2012.i'm a cameroonian by nationality. i have the singular honour to complaint to you about what happened to me at the airport with Air Asia. my tourist visa had expired and i had to leave thailand for yangon on the 12thjune 2012. But your airways refused my leaving thailand that i needed to get a re-entry visa.But i told them that i don't need a re- entry visa because i'm a tourist and my stay has expired but yet they deprived me of my right to fly out of thailand.Its very clear that a tourist doesn't need a re-entry visa while leaving the country. this cost me alot because i had to book another flight with another Airways just to leave thailand. Actually i had been employed by a school that gave me documents to go change my tourist visa to a Non-Immigrant B visa.I explained and showed your staff all this documents that i was employed by a school and was going to change my visa but all fell on deaf ears. they still did not allow me travel. Now i have already travelled with another Airways to yangon and i'm back to thailand.so i want your Air Asia to Refund my booking fee which is 5600THBAHT.

Flight from OOL to KUL 12 June 2012 D7 207.
My luggage handle was severely broken in the above mention flight.I did not complaint it directly at the counter, in fact I did not know where to file my complaint at the airport.

For this I just wanna let you know about this so your ground worker must handle passenger's luggage more carefully, it cost us on the ground although give me cost saving on the air, as low cost carrier.
In the future you do not want to be called just " We are low cost carrier during in the air but on the ground we will cost you more than you can expect. Wk wk wk

Flight D7 207 from GC to KL 12 June 2012, Aircrew name Lidia with her co in flight service partner during meal service, were very bad and inadequate, because she just indifferently rudely neglected to show any good will to serve drink that I wanted to order/buy only because she thought had just passing through by my seat where in fact they did not offer any chance for me to order, It was only by my initiative to call upon to them soonest I realized they passed my seat, which apparently notified by her co worker that at that moment I need something to buy (drink), BUT THIS LIDIA obviously neglected to made it up to me just because she think I already missed my chance when she was right on my row. Although her co worker twice reminded her to turn her head ( just a shoulder turn around ! ) to take for my order, "then I heard her co worker commented in bahasa melayu which I quote here as "BIAR SAJA SURUH SABAR DULU. which obviously because Lidia purposely let this happen as if I deserve to be treated so.
On the contrary to western passengers these your discrimination aircrews pleasantly with smile to serve even 5 seats passed over the western guy seat, just to deliver for spoon he asked for. RUBBISH International most admired best low cost airline's reputation ruined by just a crew such like Lidia and the others not to mention.
DO NOT HIRE THIS KIND OF RUBBISH MENTALITY TO TRADE OFF WITH YOUR AMAZING REPUTATION, frankly speaking which in my opinion your airline that my family and I always believe in and at any chance promote as reliable and countable carrier I have experienced fly with in many years. Mr Hernandez has worked hard for this amazing achievement from the aircraft named in Indonesia as most delayed flight schedule back in several years ago. IF IN THE SHOW DONALD TRUMP WILL SAY " YOU ARE FIRED LIDIA !" I say "SHE IS JUST NOT BELONG TO AIR ASIA CULTURE, as well as other several crew in that flight D7 207 OOL - KUL. ...IF THIS COMPLAINT NOT REACH Mr HERNANDEZ it might be proven your customer handling need to learn how to listen to your supporter (air asia users),

It is with great sorrow after having never had a problem with AirAsia that I need to submit this complaint. In November 2011 I booked tickets from Darwin, Northern Territory to Bali, Denpasar for myself and 3 daughters. On March 12th 2012 I was informed by email that the flight had been cancelled as AirAsia were no longer covering that route as of 30th April 2012. They gave me 3 options. A full refund, change my flights to 5 days either side of original booking or transfer flight to another airline to same destination as close to original flight time. This is the option I chose and forwarded my choice via email. Confirmation of my choice was confirmed back to me and I was told they would get back to me as soon as possible. After not receiving any contact I called [protected] only to be told they could not help me and I would have to ring Indonesia AirAsia. The number provided was disconnected as I tried from various phones and times. As the only contact I had was the above number I constantly called it to try and get any resolution to the problem. I then drove to Perth International Airport and even the staff ans Supervisor could not help me. So here I am leaving in 2 days for Darwin and no tickets for a flight to Bali even though they have my money. What am I supposed to do? Now they are not even taking my calls to [protected]. So very angry. Attempts to email, e form, live chat and gain any verification of tickets has been unsuccessful. I will be taking further action.

I, deepak kumar tokas, had booked 2 tickets on 23/11/2011 in your airlines through expedia.com for travel from delhi to bali (Dps) on travel date 10/02/2012,
Booking ref no: mbmzhn. Call ref no: [protected]
On 10/02/2012, the day of flight, to the utter surprise when I took a print out of the itinerary I realized that the flight timings of my connecting flight from kul to del were changed from the actual schedule without prior notice and the transit time between the connecting flights was only for 10 minutes. . It came as a shock to me as I had never been informed about the change of timings. I was then forced to cancel my trip and I made a request to your airlines directly through a telephonic call to cancel my tickets as I had no other option because I was not getting any acceptable & reasonable response from the staff.
I made a call to your customer care centre on toll free number [protected] at around 14:00 hrs on 10/02/2012 and discussed the matter with your executive ms. Ritika & anjali and prashant. After keeping me on call for nearly 2 hours, I was informed that I should have contacted earlier and now nothing can be done and I would miss my connecting flight on my return anyway and the next available flight would be after 4-5 days. I was very disappointed because they gave me no satisfactory reply because to stay at the airport I was also required a visa and how I am supposed to get a visa at last moment.
Your staff informed me that they have escalated the matter to the concerned department and I will receive a full refund of rs. 40, 950 within 30 days of acknowledgment of the request. I also requested ms sandhya, revati to transfer the money in my hdfc savings a/c instead of the credit card I used to make the booking as it was my friend’s credit card which he lost afterwards. To this request your airline staff agreed and asked for my saving accounts details which I provided them at their request. However now it’s been more than 3 months and I am still waiting for the refund. You can see another example of negligence and disrespect of the matter by the staff of your airline.
Grievances
Due to the above incident and chain of events it is proven gross mistakes, negligence, poor customer service and lack of sincerity by your employees, following are my grievances which requires your kind attention for redressal from your good office and seek your intervention:-
I booked my trip at least 3 months in advance and I had to cancel it on the day of departure just few hours before the take off. I was so upset because I had planned this trip in advance. All my plans were ruined because I was not informed about the change of schedule in advance and no good suggestions were given by your staff. They simply told me to cancel the flight as there were no options available.
Me and my partner were in tears as we had planned so much this trip, I have gone through a lot of stress & trauma and and this brought me a lot of mental harassment as well.
I received an email on 07/02/2012 that my flight from delhi to kuala lampur was rescheduled but I did not receive any mail or sms regarding change of flight time for my return,. Had I been informed I not have cancel my flight.
I am being a senior officer of an esteemed organization, wasting precious time of mine by involving in communicating and writing for explanation in the matter.In return I should be given a good compensation apart of the refund.

Earlier I had no intention of taking this matter to court but now I consider I have to take a legal action because of the harassment that I am facing.

I am ronjay chakraborty and am writing this complaint due to mishandling of my new lcd tv that I was carrying from singapore to kolkata via kuala lumpur. *i am writing this complaint more than 2 months after my journey date since I have discovered the damage to my lcd tv only 2 days back*.

Details of my journey are as follows:

Passenger name - ronjay chakraborty, paramita dhar date - february 14, 2012 flight no - ak 702 (Sin - kul) , *ak 1242 (Kul - ccu) * booking no - s94ptw, *ozv9jb*

I had purchased a brand new samsung lcd 32 inch tv from singapore which I was carrying with me to kolkata. I had promptly deposited my tv to the concerned counter for *sticking the 'fragile' sticker on the tv packing. *

After all this, *when I received the tv at kolkata airport, I noticed a big hole in the packing of the tv. * since I had been travelling for close to 10 hours, I did not open the tv case and inspect the tv thoroughly at that time. I just checked the tv from the outside for any damages.

Post this, the tv was kept flat on the ground (Front face up) for the next 2 months in my house. I opened the tv cover for installation on saturday, april 28, 2012. After opening, the tv installation person told me that the lcd screen had been damaged due to a heavy load on the screen*. This has resulted in cracks all over the lcd panel and the entire screen needs to be changed.

This is come as a major shock to me since *the replacement cost of the lcd panel is inr 15, 000 + taxes. I am not in a position to bear such a high cost after purchasing the tv 2 months back.
Clearly the screen has cracked due to luggage being loaded / unloaded on the tv inspite of the 'fragile' sticker. * I do not understand how airasia can allow such a thing to happen since 'fragile' goods are supposed to be handled with extra care.

I am aware that airasia can just ignore the complaint since it is being logged so late. However since the magnitude of the damage is so high, I would request you to consider this complaint and provide suitable compensation.

I am writing this letter due to the good faith that I have on airasia and its services. Hope my faith is repaid.

Thanks & regards,

Ronjay chakraborty

Mob - +91-[protected]

—response from airasia—

Dear ronjay,

Thank you for emailing air asia.

In regards to your e-mail, we regret to learn of your damaged lcd tv and we understand how disappointing it must have been to you. Please allow us to explain our position in this matter.

All fragile items being checked in with us is handled with great care. When you request for the fragile sticker, you'll need to sign what we call "limited release". This means we will accept your item as a fragile baggage and will take much care as possible, but any damage caused to the item will not be covered by us. Your fragile item will not be loaded onto the same hold as other bags, but will be loaded into a separate cargo hold. Guests who wish to check in fragile items must ensure such items are securely packed to avoid damage, breakage or spillage. Additionally, we also recommend guests to purchase travel insurance as well, in case of any damage to the item.
Mr. Ronjay, damage to baggage or contents must be reported to our representative or baggage agent before you leave the airport. This would offer us an opportunity to inspect the damage, raise a report to facilitate your warranty claims with the product manufacturer or claims against the insurance company.

We understand the magnitude of this damage to you and we appreciate the faith you hold in us. Unfortunately, we regret that our liabilities are limited and we will not be able to provide compensation in this matter.

We sincerely hope to have your thoughtful understanding of our position.

Regards,

Sumathi seelan
Customer care
Airasia berhad
—my response to above email—

Hi

Thanks for mailing after taking such a long time. The response from
You is typical of the fly-by-night operators.

I had already mentioned in my first email that I expected such an
Inconsiderate response from airasia. Clearly the tv casing has a hole
Due to unloading on it, that too when the fragile sticker was
Prominently displayed.

Morever had I detected the damage within the airport, I would have
Made the life of your colleagues in kolkata hell. Trust me for being
Considerate for not pressing legal charges on your team.

As a precursory measure, I have already discouraged my acquaintences
From using airasia and its services due to which they have planned
Their vacations with other airlines. Also I am going to post this
Inconsiderate reply on all social media forums. Lets me also see how
Much it hurts when you guys lose revenues.

Thanks
One of your former customer

Ronjay chakraborty

Air Asia X has cancelled all their flights to London. I have a flight booked from Perth to London, stopping at Bali and KL. They are refusing to refund me my flight from Perth to Bali, and only refund me my flight from Bali -- KL -- London, despite it being my connecting flight. I have been waiting 5 months for a refund and up till now I still have not received anything. I have made more than 20 phone calls to their 1300 number, and every time I am put me on hold for at least 20 to 30 minutes. Customer service is appalling, they often have no idea what you're saying and often tell you different things every time you call, depending on who you speak to. They have instructed me to lodge a 'complaint' on their website and wait 14 days for a response. I did that, it's been more than 3 months and I have not received a response. Their customer enquiries 'email' which they so often suggest that we use instead of calling the helpline is also useless as not once have I received a reply. Do not fly with Air Asia whatever you do.

Warning to all potential flyers.. Avoid airasia at all cost... Go cathay or mas...

I had a flight on 5th may 7.10am to hongkong, few days ago. We were checked in at 6.30am, reached gate area around 6.50am, and they denied our entry, whilst the plane is still there.. The reason given during the queue, we were not seen and they announced it to us, which is a lie (Cause me and my wife and few others passenger on different flight and same time didnt hear any announcement). They just check out our luggage from the plane and told us we can't board!? The indian staff at the gate told us to get a replacement of delayed flight, even we plea to be allow to board... So we end up walk all over to international arrival for luggage collection and waited 40min on customer service counter, which told us... We have to buy full price ticket no replacement of offer tickets... Wtf? We was so exhausted and we spend rm860 on the next ticket purchase with no rebate or what so ever which is almost the same price as the two way flight price we paid before... And best of all the next flight delayed an hour... And our flight back too delayed an hour... I shall share this with all my friends, family and employees.. The last time I ever fly airasia... Everyone can fly these days... But dont fly with airasia...

Ps: yesterday lcct has a power failure at 1.50am... Airpost section from kopitiam onwards has no lights, fan, or aircon... People inside the toilet is screaming so rushing out including my wife inside... Im just hope mas take over soon

Dear Mr Tiew Li Kai,

Good day to you.

We had investigate with the relevant department and we apologize on the inconvenience caused.

As such, we would be able to cancel and refund the booking nos. EFFQSR and EBWINN as requested.

The refund amount will be credited to the credit card that was used during the booking in 30 working days.

With regards to your enquiry for booking nos V3KJ5Y and QERPVH, in our terms of carriage expressly states that flight tickets once boarded, cannot be cancelled and refundable.

As such, we regret to inform you that we are unable to accommodate your request.

Should you have any other concerns, please feel free to contact us and we will be glad to attend to you.

Thanks & Regards

Nicholas

Customer Care - AirAsia X

From: Li Kai [mailto:[protected]@hotmail.com]
Sent: Wednesday, 4 April, 2012 7:34 PM
To: Li Kai
Cc: Junaidah Binti Abdullah; Amardeep Singh Cheema; Gethanchaly A/P Peramal @ Perumal; Nicholas Soo Hye Meng; [protected]@hotmail.com
Subject: Re: Complaint

Hello Junaidah,

The proposal is disappointing. The mistake had caused us

1. Two days lost
2. Spoil all our weekend plan
3. Huge stress to my pregnant wife and myself
4. Running around in an unfamiliar city looking for hospitals
5. No choice but to travel on overnight flight on the following day because we should have gotten back to KL 2 days earlier

That is not gesture of goodwill. You are asking your customer to pay for your mistake.

Refund all 4 bookings is the minimum compensation for all the TROUBLE and LOSS caused by incompetence.

Li Kai

On 4 Apr, 2012, at 7:12 PM, Li Kai wrote:

Hello Junaidah,

Thank you for your reply.

Your proposal is NOT ACCEPTABLE and you should know why.

Our expectation is Air Asia X refund all four bookings as compensation to all the troubles caused due to mistake made.

Warmest regards,

Li Kai

On 4 Apr, 2012, at 4:34 PM, Junaidah Binti Abdullah wrote:

Dear Mr Tiew Li Kai,

Good day to you.

We had investigate with the relevant department and we apologize on the inconvenience caused.

As such, we would be able to cancel and refund the booking no. EFFQSR as requested.

The refund amount will be credited to the credit card that was used during the booking in 30 working days.

However, for booking no. EBWINN, we regret to inform you that we are not be able refund this booking.

Nevertheless, as gesture of goodwill, we would be able to cancel your booking and convert the fare paid as an online credit shell.

The credit can be used for your future travels with AirAsia X or AirAsia ("Credit Shell").

You or any person(s) authorized by yourself will be able to utilize the funds to purchase any AirAsia X or Airasia pre-booked product/ services and for future flight reservations to any AirAsia X or AirAsia destinations (Prefixes AK, FD, QZ and D7).

Mr Tiew, the Credit Shell will be created in your AirAsia member account.

Please let us know if you agreeable to the above and we will do the needful at our end.

Thanks and regards,

Junaidah

Customer Care - AirAsia X

From: Junaidah Binti Abdullah
Sent: Wednesday, 4 April, 2012 12:34 PM
To: 'Li Kai Tiew'
Cc: Amardeep Singh Cheema; Gethanchaly A/P Peramal @ Perumal; Nicholas Soo Hye Meng
Subject: RE: Complaint

Dear Mr Tiew Li Kai,

Good day and thank you for writing in to us.

In regards to your enquiry, we have forwarded your email to the relevant for investigation.

Once we have an update, we will revert to you at soonest.

Until then, your patience towards us is highly appreciated.

Thanks and regards,

Junaidah

Customer Care - AirAsia X

From: Li Kai Tiew [mailto:[protected]@hotmail.com]
Sent: Wednesday, 4 April, 2012 12:02 AM
To: airasiax
Cc: Li Kai Tiew
Subject: FW: Complaint
Importance: High

Resend.

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From: [protected]@hotmail.com
To: [protected]@airasia.com
CC: [protected]@hotmail.com; [protected]@hotmail.com
Subject: Complaint
Date: Mon, 2 Apr 2012 19:43:09 +0800

Dear Sir/Madam,

You have a very disappointed customer here.

My wife is pregnant, our original schedule was to fly from Hangzhou back to KL on March 30th (Booking number EBWINN & EFFQSR).

My wife were refused to fly with a valid approved doctor's medical certificate dated March 11th as attached.

Air Asia staff Ms. Jin (XCH0004) insisted that the certificate must be issued within 1 week prior to departure. We argued so many times that it's 30 days. She called captain AZUAN BIN ABIDIN and AGAIN and AGAIN and AGAIN INSISTED on 1 week and refused to check my wife in.

My wife was so upset and we have no choice but to leave airport with 40 kg luggage to look for hospital in an unfamiliar city.

We booked, paid a fortune and travelled the following day (Booking number V3KJ5Y & QERPVH).

Confusion on terms and conditions have caused us
1. Two days lost
2. Spoil all our weekend plan
3. Huge stress to my pregnant wife and myself
4. Running around in an unfamiliar city looking for hospitals
5. No choice but to travel on overnight flight on the following day because we should have gotten back to KL 2 days earlier

Ms. Jin refused to check my wife in even when we told her that the approved doctor's medical certificate is valid. She was so confident that it's 7 days but could not prove to us.

We just wanted to go home and we had to make so much effort and overcome many obstacles.

We have lodged complaint in
1. Air Asia office at Guangzhou through phone
2. Xiaoshan airport through phone
3. Ms. Jin face to face
4. LCCT Air Asia service desk
5. LCCT Air Asia X service desk

No one has comeback to my complaint so far and yet I have write this email to you. You should look into improving your feedback system and get back to me ASAP.
+[protected]
+[protected]

This is by far my worst travel experience and I look forward to your reply soon.

Li Kai