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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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5:20 am EST
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AirAsia spam mail

I flew Air Asia to Kuala Lumpur in August and in the ensuing six to seven weeks I have been receiving unwanted and unsolicited marketing emails from the airline. The delivery of these emails seems to have started since I complained to the airline about their service and the appalling condition of the airlines facilities at Kuala Lumpur airport.
I have repeatedly asked the airline's customer services to stop these emails as they are unsolicited and unwanted but am told that they cannot (or will not) cancel them!
There is a URL link at the foot of these emails for the expressed purpose of unsubscribing but that has never worked all the many-many times that I have tried to used it.
I am very angry with Air Asia; their agents from in flight cabin crew and ground staff to customer services have NO regard for, nor seemingly any concept of, customer service.
I would like to think that this will elicit a response and a successful result but I do not think Air Asia could care any less!

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JudyStGeorges
, US
Jan 09, 2017 4:43 pm EST
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I too receive constant emails from Air Asia promoting their "optiontown" upgrades. These come weekly, and as we booked 9 months ago I now have been receiving these emails for months. There is no way to unsubscribe from these emails, the unsubscribe button at the bottom of the emails leads to a blank page. I have ended up blocking everything from Air Asia, which means if there is any genuine message or change to my flights I won't receive this communication. I have emailed Air Asia many times asking them to unsubscribe me however nothing changes and the emails continue to come. This is extremely poor Air Asia. After these flights I will NEVER use your airline again.

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whoatethecookies
, US
Sep 18, 2016 1:44 pm EDT

Agreed. I booked a flight with Air Asia a couple of months before departure. For the first month I received a weekly marketing / reminder email, and then in the 4 weeks before departure I received them EVERY SINGLE DAY. And better yet - there is no option at the bottom of the emails (as required) to unsubscribe or change your email preferences.

For a company that claims to pride themselves on customer service, they are doing a very poor job in this aspect.

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Donnie Vashir
Hobken, US
Dec 10, 2012 5:25 am EST
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You are right. Air Asia never sends recognition of problems to me. Only ads asking me to travel with them again. I have not for a long time now.

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1:03 am EST
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AirAsia luggage missing

Guys ! Please think twice when you check in your luggage at airasia. Luggage tag given and status shown that delivered but when we arrived at station, our luggage went missing ! Dear airasia, who to blame on this matter ? Ur cargo staff ? I've doubt in traveling with you ! Many times my luggage tags went missing too ! There must be something going on behind there. . . (Definitely not a safe airlines to travel with, as our luggage at risk) until 16 days and i've yet to hear from any of you !

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7:45 pm EST
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AirAsia baggage fee: is that legal or your staff have cheated

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.

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3:27 am EST
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AirAsia change of flight

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?

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AirAsia - refund of duplicate booking

I went on line 21st September 2012 around 1.15am 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...

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AirAsia double booking refund

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.

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AirAsia faulty booking system

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.

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SS1520
, MY
Sep 03, 2014 8:44 am EDT
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Totally agreed, the so called customer support Abdi still with air Asia and I had very bad customer experience with her, delay in responding request and provided wrong info! Terrible customer support!

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Brando J
Sydney, AU
Nov 08, 2012 3:31 am EST

I agree. Air Asia is a waste of time and should not be operating. Air Asia is a scam. Air Asia has the poorest customer service in the history of aviation.

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11:32 pm EDT
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AirAsia insincere service attitude

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.

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9:39 am EDT
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AirAsia flight cancelation without prior notice

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 .

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8:58 pm EDT
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AirAsia mistake made on date of booking

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.

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AirAsia jameswestwood

Pls be care full of this scammer...

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MHAI_30. 9/24/2012
, PH
Oct 04, 2012 4:22 am EDT
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yup girls be careful to this scammer man.. me too i'm one of the victim i pay the customer relation officer in malaysia. they connive.. i pay them $300usd. 14, 000.00.. my money lose i have problem here about the money i borrowed..

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jojie mae
, PH
Jul 27, 2012 11:01 pm EDT

Yeah that person i'm almost a Victim

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jojie mae
, PH
Jul 27, 2012 11:00 pm EDT

Yeah because that person i almost a victim

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8:47 am EDT
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AirAsia refund of ticket

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

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Prema a/p Gopalan
, US
Dec 25, 2016 5:31 am EST
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Dear valued air asia staff, my name is Prema d/o Gopalan. I had double booking on 30/9/2016 from alor setar to Kuala Lumpur. I still don't get my refund money. It's already 3 months.can you help me?

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wawan setiadi
, ID
Mar 17, 2014 6:43 pm EDT

I bought ticets on november 2013 but the flight cancell schedule and that is not suitable with me .then and I filled the e form to request the full refund and my booking code is B J 31 RJ, cas 5622356- VH5229 but until now ihave not received the refund as air asia so, it confirmation will refund max in 2 month, please process the refund as fast as you said, thank u

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AirAsia irresponsible for operation mistake

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?

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anise90
, MY
Feb 10, 2013 10:50 am EST

dear sir/ madam. My air ticket booking number was A8UMQW with flight number D7 507 from Seoul on 10.02. 2013.

I was really really upset with the service of this flight. Understanding that flight delay is a common problem, i am just asking with the replace of move flight for connecting flight which was missed according to flight delay from Seoul. BUT the staff was so rude saying that because today is Chinese new year, the office was closed. The time was 500pm at that time.And she said that I have to wait for 3 days to get another flight to KB since all the flight was fully booked because of the festive.

It wasn't my own fault but why do i have to face all these?Yes I scolded the staff for a few minutes and suddenly she make a booking moving flight for me at 920 pm today. WTH! At first she said that there is no flight but suddenly after being scolded, suddenly there's still free seat exist. I really do not understand this situation! and i really hope so that Air Asia become RESPONSIBLE with their own service onward because WE PAID YOU even with the low cost compare to other flight.

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vicki wong
, MY
Aug 16, 2012 7:59 am EDT

Today 16th of Aug i make a call to 03-[protected] at1.21PM to ask for change my name to my flight ticket.She did'nt answer my question correctly and cut my call before give me the info.After that, i go to the nearest airasia branch nearby my house that located at Puchong IOI boulevard.I spoke to a sales person at counter.Just only one guy in the counter at 8.45pm.He is a chinese guy i spoke cantonese to him u but he ask for speak in mandarin then i start my question.His atiituade was very rude.The way that he answer me was so rude and rude.when spoke to customer his eyes oso look down not look at me and make me very very angry.Please follow up.Thank you!

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AirAsia refund of booking fee

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.

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AirAsia luggage damage

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

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MANDY NG BEE YOONG
, MY
Aug 21, 2013 10:26 am EDT

NAME:MS.NG BEE YOONG FLIGHT NO. AK1947 [29/7/13] REPORT ID: CBTKUL13A02281
MY LUGGAGE WAS DENTED ON SIDE OF THE BAG BRAND: GARDINI UPRIGHT DESIGN. I WAS BROUGHT IT AT RM 700.00 & I WAS JUST USED IT ONLY 2ND TIME. I WAS SO DISAPPOINTED ABOUT AIR ASIA SERVICE WAS SO BAD. KINDLY REPLY ASAP

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AirAsia stewardes discrimination attitude

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),

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AirAsia transfer of tickets

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.

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tantalyzing
Millars Well, AU
Oct 20, 2013 8:45 pm EDT

Did you get any resolution?

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AirAsia harassment: change of flight schedule w/o any information

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.

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2:17 am EDT
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AirAsia damage to my lcd tv during flight loading / umloading

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

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exsg
, US
Oct 06, 2018 6:02 am EDT

IMHO, never trust all complaints explicitly, there are a ton of unreasonable customers out there. It's also weird why this guy never took a picture of the so called 'big hole' he found in his packaging.. They have policies there for a reason (if you did had insurance), so please be aware.

What if this guy actually broke the LCD himself after 2 months due to a personal mishap, and decided to use his flight as an excuse to get it repaired for free?
Any reasonable person can see why any company wouldn't accept this, there's zero proof + he's threatening them by telling his "acquaintances". Much wow, really mature mate.

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samjay1
Omaha, US
Feb 08, 2015 1:17 pm EST
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thanks for the heads up. was planning an air asia flight but will be looking elsewhere given their attitude towards you! we have to stick together as consumers and not let big companies roll over us! my money is going elsewhere.

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Abhay4878
, US
Sep 03, 2014 11:43 pm EDT

Mr. Chakraborty is a dick for writing this letter and posting it here! Air asia's terms clearly say they will not be held liable for any damage caused. Obviously mistakes happen. You should have purchased the insurance. It is your fault you did not purchase.
I have used Air Asia several times, and they have been awesome! The only one who is a dick here is you, Mr Chakraborty!

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6:30 pm EDT
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AirAsia refusal to refund a cancelled flight

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.

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AirAsia In-depth Review

Company Overview:

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

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

Flight Services:

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

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

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

Booking Process:

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

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

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

Customer Service:

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

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

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

Pricing and Value for Money:

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

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

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

Safety and Security:

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

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

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

On-Ground Experience:

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

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

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

Partnerships and Alliances:

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

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

Sustainability and Corporate Social Responsibility:

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

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

User Reviews and Ratings:

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

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

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

How to file a complaint about AirAsia?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, succinctly summarize the main issue you have encountered with AirAsia. Make it specific and clear, such as "Unexpected Flight Cancellation by AirAsia without Refund".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience with AirAsia. Include key areas such as booking issues, flight delays or cancellations, customer service interactions, baggage problems, or any discrepancies in charges or refunds. Mention any relevant transactions, including dates, flight numbers, and booking references. Clearly articulate the nature of the issue, steps you took to resolve it, including any communication with AirAsia's customer service, and the company's response or lack thereof. Explain how this issue has personally affected you, whether it be missed events, financial loss, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your claim, such as receipts, boarding passes, correspondence with the company, or screenshots. However, be cautious not to include any sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with AirAsia. In the 'Desired Outcome' field, specify what resolution you are seeking, be it a refund, compensation, or a formal apology.

7. Review before submission: Before submitting your complaint, review it carefully to ensure that all information is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all details are presented in a logical order.

8. Submission process: After reviewing your complaint, click on the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: Following the submission of your complaint, make sure to check back regularly for any updates, responses, or requests for additional information from either ComplaintsBoard.com or AirAsia. Stay engaged with the process to maximize the chances of achieving a satisfactory resolution.

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Contact AirAsia customer service

Phone numbers

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Website

www.airasia.com

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