AirAsia
reviews and complaints

Flight was cancelled and rescheduled 36+ hours later than the original flight 1 week before the flight. This would have costed me an extra $5K to stay with the reschedule, so a refund was requested. 15 months since refund case has been opened and no responses from the airline. Their AI chat is useless as it just goes in circles and doesn't actually connect you to a person anymore. Regular emails sent to the customer service with no responses. There are scammers targeting people like me saying they will resolve my case - FRAUDS. How is this company still in business by taking customers money and not returning it.

AirAsia,

I have done booking on 16 August. 2023 for KUL to Langkawi departure on 13 December [protected]@15.10pm & arrival on 16 December [protected]@9.30am. unfortunately, after I received confirmation booking, I found departure on 13 December. 2023 was changed to 7.05am instead of 13 December 2023 15.10pm.

I wish Air Asia free rescheduled departure time to 15.10pm without any charges.

P/s: I couldn't get Air Asia hotline. the line is always busy.

Thanks & Have a Nice day!

P/s: I will drop email as well for the above matter.

On April 6th, I booked a ticket from PEN to LGK. I realised I booked a wrong ticket, so I wanted a refund. From Bo, he told me that I cannot refund my ticket, but instead, i can reschedule it. And it stated that I need to pay the additional fee for rm109.50. However, after Im done with the payment, it stated that I just paid rm 185. It was nonsense as I even screenshot before I paid.

My booking number is G7I2QJ. I have booked a round trip from Bangkok to Manila. The dates are all correct and the return flight is perfect. I made a genuine mistake by booking the wrong flight time from Bangkok to Manila. I was supposed to select an earlier flight time, an easy mistake to make.

You will not let me change the flight to an earlier flight that morning without cancelling the whole round trip. You will not give me a refund for this which is very unfair. All I want to do is change the departing trip to an earlier time in the morning. Please can you just let me change it to avoid me cancelling the whole trip. I will even pay some extra to change it if need be. I really don't think this is a difficult thing for you to do.

My flight was originally at 3:00 pm on 30/11/2023, however, I got an email from AirAsia on 18/10/2023 that my flight was rescheduled to 9:00 am on the same day with an option to cancel for a refund if I was not okay with the changes. I requested a refund as was instructed in the email and I got an email that my refund would be processed within 60 days. I never got my money back from them and upon following up several times with them they denied my refund request with the reason that the 9:00 am flight was delayed to 2:45 pm on 30/11/2023 and since the time difference between the original flight time of 3:00 pm and the flight time on the day of take-off which is 2:45 pm was less than 30 minutes my refund request is denied. However, I had requested cancellation and refund for the reschedule from 3:00 pm to 9:00 am. It is not my problem if due to their shortcomings, the 9:00 am flight got delayed to 2:45 pm on the day of take-off.

I was traveling from Kuala Lumpur to Manila on 14th Jan 2024 flight number : AK-582.

Both the air hostess were very rude to me.

I was traveling in premium seat even then they think I cannot afford one water bottle.

Very racist behavior from those two air hostess because I am Indian and I have black skin.

Air Asia portal is not very user friendly to complaint. Please, take necessary action against them. This is the first time I faced racism in flight from Philippines people.

I booked a flight on december 21 for my niece going to vietnam (reference# [protected]). After the payment processed, the system showed my booking as cancelled and was for refund. After using the useless customer service chat "chat with bo", my banking information which i provided on the same day, december 21, was asked countless time everytime i will ask for the status of my refund. And all of the allstar i talked to all provided generic responses which does not really provide any help to a customer asking for a status.

The loop of asking for status on the refund and then customer service asking for my banking information has been in an endless loop since december 21, no movement, no update no anything.

This is the worst customer service experience i have ever encountered. I hope the management of airasia take this matter seriously and provide swift action.

Our flight is delayed for more than 5 hrs (Z2 771 12/12/2023). We booked a 7:30PM flight which was rescheduled to 11:00PM and then to 1:00AM. We are traveling with a toddler which by the has been crying a lot because it’s already way past her bed time and we’ve been in the airport since 4PM. Now we have to deal with a fussy toddler with no comfortable seating while waiting for our flight.

I asked your customer service representative and she said she doesn’t have a solution to offer E mus. Well, I am aware that we have the right to be referred to another airline if we request to. We only want to arrive in Cebu earlier because of our toddler. No snacks can compensate this inconvenience.

We hope we could hear your response regarding this the soonest possible time. You may reach me through my email (jmariea.[protected]@gmail.com)

Air Asia X just decided to cancel the route to New Zealand while my whole family has already booked the domestic flight, stay & hotel.

I requested for a refund and they only refund onto credit points which means I am still forced to use their services. But they couldnt even deliver the service I purchase which flying me to New Zealand. Now they do not have any flight to New Zealand hence I dont see the purpose of the points and I do not wish to fly with Air Asia again.

I requested my payment to be made onto the original payment mode and or online transfer so I can use my money to rebook my flight with other airline. Not everyone can afford to have money laying in Air Asia account and have another spare money to buy other flight. This is totally unethical of Air Asia of keeping consumer's money.

I have booked to travel with Air Asia Booking Number TCQ96U. There were 3 of us travelling, My Wife (Seng Peng Lee), Daughter (Karmun Lin) and myself (Kam Fatt Lin). There was no problem with this flight

On the return trip from KLIA2 to Melbourne Tullamarine. There was a changed of plane due to Technical Issues when we were in Terminal P6. Then we were told to go to Terminal P2.

We were booked for Quiet Zone Seat 9D, Seat 9F and Seat 9G. These are in the quiet zone. Since we have been put into the normal Zone, are we going to get our Refund Back? I appreciate if if you can Credit the $87 into my Account as this is no fault of us. Also, it is so terrible to be sitting in a cramp seats and we have all split up as a family.

On the return trip, we were allocated Seat 56 E, Seat 55 B and Seat 56 G. This is horrendous for my experiences.

I hope you would compensate our unpleasant travelling with Air Asia

Thank You

Best Regards,

Kam Fatt Lin

As I stood up to let a lady out to go to the toilet - the man in front moved his seat and the back of my knee slammed into the seat. It didn't bother me much at the time but as I got into the car to go to my hotel my knee gave way and I fell. By the time I got to the hotel and walked down the stairs it caused a secondary injury and I'm now on crutches and AU$283 out of pocket.

My air asia account was accessed by unauthorised person and they have stolen my credit voucher of $1098.91 and used it for a flight from Kuala Lumpa to Singapore on the 11th August 2023. I reside in Australia so have not visited or flown to these countries. My account and security with air asia was breached by a 3rd party. Air asia are refusing to refund the amount that was stolen saying their policy states once a booking is confirmed and paid for they can not issue a refund. I did not confirm or pay for this flight ever. The name used and email used is not me and I do not have that email account. Air asia have allowed a transaction to go through and an email not mine be used to book it.