AirAsia
reviews and complaints

I had already booked my adult ticket under booking of DMILWQ. Then I was informed by airasia chat staff (on 18.7.17 approx 7:30-8:00pm, staff called ?Naqiah/Nabiah/Nabilah..i cant recall well) that to add a child for this travel with me (my daughter), i had to do it via sales office. (No other way)

I visited the tune hotel danga bay (johor) sales office today, 19.7.2017, between 1:30-2:00pm, and was served by a malay sales lady, about late 20s - 30s in appearance. I had not made note of her name. The door was locked. I rang the doorbell and she buzzed me in. She was the only one there.

The online price for this booking was RM 119, and she quoted the final price as RM 185.78

I was not happy with the higher price, and I asked why. She said "sales counter booking memang lain dari online... lebih mahal. tapi ada insurance termasuk"
She asked - nak makan? - i said no
Then she saked - nak baggage - I said no.

At NO POINT, did she convey that insurance was MY OPTION, and not an AUTO add on. She has misled me in this.

I have just chatted with airasia chat customer agent called Zain (at 19.7.17, ~6:30pm), who informed me that this insurance add on should not be an automatic add on by the sales agent.
She DID not ask me if i wanted it or not, despite me complaining already that it is so much more expensive.

Second issue- When i chatted with the airasia chat agent ?naqiah/nabilah yesterday... i got the impression that my child aged 4 years old would be seated next to me since she is a minor. I got the impression that would be "automatic" and no additional price incurred.

I was mistaken, as today via sales office, when I booked for my daughter at row 5, next to me (for my adult booking, I had a hot seat), I was charged RM 30 for the hot seat. I didn't know this, I thought that it would be automatic that she would sit next to me. If i was told this, then I would have just opted for both of us to sit next to each other in a non hot seat area. Hot seat location is not a big deal for me, it is sitting next to my daughter that was important. This was NOT communicated to me by the sales office person. I only found out now from Zain via chat, that i was charged due to the hot seat location.
And on top of that, RM 20 for booking fee, and RM 3 for GST. We are forced to use the sales agent, and then charged for it. Since air asia has not figured out a way to book children online. (as a separate booking)

I have not used air asia for years as I have found better service from competitors.

I had emailed a complaint to them suggesting: that if we have to book a childs' ticket separately, please provide a way to do so online rather than sales office which is:
1. Far 2. More expensive 3. lying by omission (in my case)

Competitor low cost carriers allows us to put in an older age, then call the sales centre to update them with the adults booking number, verification details, and the correct childs age. Or else, they should provide a way for us to enter the adults booking details online and then automatically link us to enable us to book the accompanying childs ticket.
I'm suprised after all these years, there still isn't a more viable option other tha having to go to the sales office.

Now, I request a refund for insurance paid for KM798Q - RM 13.78 and also refund for seat request for KM 798Q - RM 30.
And for both of us, adult (DMILWQ) and 4 year old child (KM798Q) to be seated together in a non hot seat location.

My name is Vidhya Rani. I booked one Air Ticket on 26-10-2017 from kaula Lumpur to Kuching through my Debit card for one pastor named Mr.Mordakai. The ticket was not booked but my Amount Rs.6, 416.14 was debited from my account.(Indian Overseas Bank.
Then after Mr.Mordakai booked Air Ticket From another Place Named Vijayawada through another account and travelled same day.
I gave the complaint Many times in IOB bank. They are telling that the response was not coming from AirAsia. I Request you kindly understand my problem and arrange to refund My amount Ra.6, 416.14 Indian Rupees.

Thanking you
My phone no. +91-[protected]
+91-[protected]

26-OCT-2016 [protected]-VID987087O261016X1563- [protected]
TRF 6416.14

We did not complete the process of rebooking using mobile apps. It is really unfair to our part because there is no option given to us by the customer service to bring back our original flight details. We all want is to check how much would be the rebooking fee. What happen is this, we go to our flight details then click Manage my booking, we choose the date that we want just to check om how much would be the fee if incase we want to have our date to be rebook. When we click the date there is mo breakdown quotes on how much would be the rebooking fee. So we decided to close and not to continue with the process. Then out of nowhere it say's that the rebooking has been completed eventhough we did not complete the process. An investigation happen as they asked for investigatiom about it. And the result is "there is no system glitch that time, so meaning we complete the whole process". It's really unfair for us, we did not complete the process since we can't see any breakdown on how much it would be. All we want is to bring back our Original flight details.

Bismillahirahmanirahim, saya ingin memberi teguran berkenaan seorang Juruterbang yang bernama Capt. Shahrizad/ Shahrizan yang bertanggungjawab membawa penumpang dari KL-Bandung pada 17/7/2017 jam 6.45pagi. Flight AK416 (ketua juruterbang Capt. Saravanan) waktu itu berlepas di gate Q11. Saya ketika itu berada di Mesin Pengimbas dan berada di dalam proses "body searching"oleh Polis Bantuan KLIA dan beg saya diimbas di mesin ketika itu. setelah selesai, saya pun beratur dan menunggu untuk mengambil beg. Ketika itu dari belakang saya meluru seorang Juruterbang yang mungkin saya anggap dah lewat, dengan tidak beratur tanpa apa2 pemeriksaan keselamatan tergesa2 hendak mengambil beg nya. saya berkata kenapa "mangkuk" pilot tak beratur, beliau kemudian pusing dan berkata kenapa cakap " mangkuk". saya ketika itu bercakap, kenapa tidak cakap "Excuse me" at least if nak mendahului saya pun. Juruterbang yang muda usianya itu berkata kepada penumpang pesawatnya, Awak tak baca signage?..Saya cakap memang saya tidak baca signage. Sifat ini yang perlu ada pada seorang Juruterbang atau mana2 insan ke yang dalam perjalanan mencari rezeki? Saya seorang 'Public Figure' dan mungkin lebih berusia darinya, pergi ke arahnya selepas kejadian itu memohon maaf padanya kerana menggelarkannya "mangkuk" serta menghulurkan tangan untuk bersalam. Namun inilah lumrah keegoan dan Kuasa yang beliau cuba tunjukkan dengan menarik tangannya ke belakang enggan bersalam. perkataan mangkuk (bowl) bukanlah 'vulgar words'. sebagai seorang juruterbang yang berhemah dan beretika, tidak boleh sesuka hati redah pemeriksaan keselamatan. pihak MAHB perlu juga memantau baggage Krew Kapal dan tidak sewenang-wenangnya membiarkan mereka melepasi kawalan keselamatan bagi mengelak kejadian yang tidak diingini seperti; seludup barang terlarang ( kes juruterbang seludup meth ). jika kejadian seperti ini berlaku di Lapangan terbang di luar negara, pihak berkuasa mungkin menahan kami berdua. Juruterbang yang bernama Shahrizan/Shahrizad perlu diberi pengajaran sewajarnya mengenai Kesopanan dan Kesusilaan (Prinsip Rukunegara) dan keikhlasan dalam menjalankan tugasan .

Respected sir/maam,

This is to bring to your kind attention that we are three students, recently graduated from dmsf. We booked our tickets for 14th june and hence reached the airport on time and collected our boarding pass. But inspite of having our boarding pass we were not boarded in the aircraft and left behind. We requested them many times but in vain.
There was no final departure call for us who already had our boarding pass.
So we had to rebook our tickets the next day for india. It had been a very troublesome experiance as we are students and we ran out of money also.
We had to stay in the hotel which cost us around 3000pesos with extra taxi fare of 500 pesos.
So we would like to request you to look into this matter and do justice to us. Atleast we can ask for refund of our ticket fare as we were not allowed to board the aircraft inspite of having our boarding passes.i have been attached the ticket copy and boarding pass of three of us
Hence this is our earnest request to u to look into this matter and oblige thereby.

Faithfully,
1) Kanjirathinkal, Amol.T
2) Hari[censored]a Dhingra
3) Sushmita Das

Good evening, I'm Sharvin s/o Kalai Selvam IC ( [protected] ). Recently i fly from Klia2 to Singapore ( Changi ), my flight number AK0717 and the departure time 4.10pm on Saturday 8/07/2017. I was order two pcs of Kitkat and Drinks Ribenna. I have no small amount of money and i pay to the Cabin crew RM50.00, and the cabin crew has no changes, he told i'll pay back later ones get changes. I have forget to ask my balance cash. I need airasia to refund my cash.
Thanks,
regards,
Sharvin,
( Malaysia [protected]
Singapore +[protected])

On 15 July 2017 my mother bought an Air Asia flight to Bangkok from Penang with wheel chair service. The flight FD 404 from PEN to DMK was to depart at 1440 and our booking number was DJU4FW.

We arrive at 1300 and with everything else done, we were told by the ticketing staff to wait for the staff to come with the wheel chair and help my mother through the departure gate. Despite several calls by the ticketing staff no one came. When there was only 15 minutes before the flight departure time and no sight of the staff responsible we persuaded the ticketing staff to help my mother through the departure gate. She kindly obliged though it was beyond her duty. Furthermore she was already off duty at 1420.

We would like to thank this lady ticketing staff who went out of her way to help us. She was the staff at Counter 27.

We are really disappointed at the poor service demonstrated by the people responsible for providing the wheel chair service on that day. If Air Asia is unable to provide wheel chair service please do not advertise this type of service in your website. We were stressed because we were afraid that my mother who is ill and weak would miss her flight.

I hope Air Asia would place responsible staff to provide for the wheel chair service. Did Air Asia have enough personnel to manage this service in the first place?

I boarded Air Asia flight no AK5108 from KLIA2 to Kota Kinabalu on 14th July 2017 at 7:40am together with my husband. My name is Lee and my husband had purchased 2 prebook meals for Caesar Chicken Wrap and Chicken Biryani. Unfortunately, we were told by your crew that AA had discontinued serving Chicken wrap and is replacing with Chicken Lasagna. To our dismayed we were not informed anything about this matter since we had make the booking 2 weeks ago. My husband immediately told your crew that he would like to replace it with Nasi Lemak as he dislike Chicken Lasagna. If she cannot, we would like refund of money. She told him that she need to refer to her superior by the name of Eduardo. And she came back and told my husband this- no you cannot change. My husband asked her to take back the food and he would like a refund but she told her that her Eduardo will speak to him later. After few minutes, Eduardo came to told my husband off that he cannot change to other meal. So my husband asked him why we are not allowed to change the meal and AA can do it. He started to asked when my husband when exactly he purchased the tickets and its mentioned that AA have the rights to change the meal. Chicken wrap was withdraw from the in flight meal menu. He was angry and accused my husband for shouting to him and asked my husband nationality and he should be embarrassed. And threaten us that he will call for security upon us reaching the Kota Kinabalu Airport. He started to asked other people seated in front of us and wanted to confirm his statement that my husband shouted at him but none of the people reacted to him. Immediately I told him that he was rude and his misbehavior and we only wanted to have our breakfast and why he is irritating everyone in the flight. I told him what is his rationale of wanting to know the exact date of purchased and my husband nationality too. If he cant' replace the Chicken Lasgna with Nasi Lemak simply just refund the money. And I also told him that by all means please call security and we will also like to complain to AA management of his unacceptable behavior and rudeness. Everybody in flight was also irritated by his behavior and rudeness too. After 15 mins he came back to my husband and said that he can only replace it with Nasi Bryani. As my husband was hungry, he had no choice and took the replacement. I am very sad and disappointed as we had been traveling with Air Asia many years ago. Another point I need to hightlight is until today, Chicken wrap is still appearing in your in flight menu of your website. Which means that Eduardo lied to us yesterday morning. I do hope Air Asia will do investigation on this matter and I would like disciplinary action to be taken on Eduardo.

My booking number KI7Y4M and my flight number is QZ 558 taking off at 08:55 AM
My flight did not contain any luggage and I was charged with $ 430 dollar for two bags weighted 55 Kilo. which is too high and unacceptable exceeding the ticket fees itself . and I didn't get the full explanation of how the airport officer calculate that amount. Please I'm waiting your feedback regarding the full details of calculation and the accuracy of it. if there is any error in calculation so please refund it to my account below;

Bank account number [protected]
Bank name ; HSBC
Name Maram Osama

Thanks.

Personal contact number is; [protected]
My email address; M_mustafa.[protected]@hotmail.com & Maram1211.[protected]@gmail.com

To whom may concern or relevant. I had log in to airasia website this morning, it show bugs error and ask to refresh. After that it works and I selected departure on 29 Nov and return on 10 Dec, after key in all the details I did rectify one more time again before I click proceed. All the information was correct until payment made and confirmation page become departure date 13 July and return on 15 July. I already lodge the complaint, talk to livechat team members, non of them able to advice a solutions instead of asking to wait for the e-form team to reply. I even proof with the photo of airasia portal bugs screenshot. Because of airasia website bugs I need to pay for RM4000 over. This is really ridiculous and unacceptable.

Hi,

I have logged a case with Air Asia in May due to lost baggage. They said they will get back to me in 10 working days. It has been over 2 months now. I called again and spoke to a Navin who said he will escalate it further to higher department and i will get a response within 5 working days. Well guess what, still no response. I called today and they placed me on hold for over an hour and final response was that they will get someone to contact me via my mobile. I am still yet to receive any calls.

What kind of service are you providing. You lost our luggage for 3 days and caused so much stress and now you can't even respond to a complaint.

Hi
I have been trying to get information as to whether my 14-yr-old can be accompanied by her 17-yr-old sister without filling in forms at check-in. We have already bought the tickets for 31 July.
The website says that 12-16 is an unaccompanied minor, so I assumed that traveling with her 17 year old sister means she is not unaccompanied.
However, if she does still need a form completed, who is allowed to fill it in for her? My husband and I have already traveled back to Brunei where we live, and our daughters will be leaving from New Zealand, where we have been staying with family.
There is no info on the website. I went to the local airasia office but they couldn't answer or offer suggestions. I called chat and spoke to Garthigah, who left me waiting for an answer and then the chat shut off.
I am really unimpressed with this company. You need to step up into the first world with your customer service.

To whom it may concern,
On the 2nd November 2016, I went to the airport to follow my business trip from Melbourne to China and the only male flight attendant in the airport from Air Asia did not allow me to get on board. He said that I did not have a visa for China and I tried to explain to him several times that I was going to apply for a transit visa in the airport. (I had already studied this possibility before and everything was double checked and everything was ok. Additionally we have recently double checked with the embassy and I complied with all the conditions for the transit visa with my Spanish nationality). I tried several times to talk with him and also with the manager several times and they did not believe the information about the transit visa. I showed them the official websites with the information and they did not pay attention to me. It was really frustrating how the situation went and I tried to find a solution but they just did not listen to me.
This caused a chaotic situation for me as I had to buy a flight to London myself and I could not fly to China with them. I tried looking for a hotel for that night but everything was fully booked because of the Melbourne Cup. So I finally paid around £800 with my credit card in the airport and all the stress I suffered was horrible. I have to say that they did not help me at all and they did not offer any feasible solutions.
Considering all, I missed the two final flights (MEL-China and China-London) of my business trip (around £700) and I needed to pay another flight myself (£800). We have double checked the conditions of the transit visa with the embassy and everything is on our side and I complied with all the conditions for the transit visa as I am European (Spanish), I was flying from one destination to another and spending less than 6 days in Shangai, so Shangai was considered as a transit, so we ask just for this money (£1500) as my compensation or we will go to Court.
I think they should have been aware of this transit visa and also be more willing to listen to people if they are trying to explain. Their attitude was very arrogant.

I look forward to hearing from you.

Thank you.

Dr Javier Fernandez-Garcia

It happen on 22/06/17at KLIA2 when me and family went back for Hari raya Holiday. At the check-in counter, no mentioned of Power bank limitation or no directive given by the staff. No mentioned also on limitation at Airasia website. During the security check my very rare 52000 mAH power bank have been confiscated by the airport security with reason it is beyond the limit allowed. It left me puzzling and felt that airasia have not professionally established the requirements and limitation. I am thinking to get airasia to pay for the damages for inaccurate/ non-disclosure information.

This is my first travelling on Air Asia with checked in luggages. I have done the mobile check in and was feeling rest assured that everything is in order. Even your self check in confirmation mentions @ the airport to then proceed to the baggage drop counter(WHICH SERIOUSLY NEED TO BE REVISED!). when reached at the baggage drop ive been informed that baggage needs to be printed. Ok fine. When proceed there i was like WHAT! . Looking at the bottleneck..really get on my nerve coz theres another long bottleneck to go thru at the baggage drop. I hv informed the cust service to send some assistance since i also have not much time left for boarding.To my surprise she replied..its ok there will be last call for the flight. U expect us to be running here n there with the [protected]@ last call?Its really ridicilous. She just ignored me..the WORST customer service ive been thru all my life. Just imagined travelling alone with 4 kids and i was in the long queue went the last call was called out. Really understood that it is a low cost carrier but i dont think its too much taxing on air asia to put one or two personnel to assist at the self check in terminal. PLEASE BE MINDFUL that not everyone is computer literate and travels with air asia always.

Dear Sir/Maddame

I am writing to you in accordance to the issues we experienced when trying to check-in to an AirAsia flight.

On the 19/6/2017 myself (Makenzie Robson) and partner (Jack Phillips) were due to fly on the 10:00am flight D7220 from KLIA2 to Sydney Kinston Smith. We joined the check-in que at 8.15am and queued for 35 minutes before reaching the check-in counter. We each had 2 bags to check in, which had previously been paid for online. I had one 30kg suitcase and one 40kg sports bag and my partner had one 30kg suitcase and one 30kg sports bag. Both Suitcases were checked in successfully and my partners sports bag was also weighed, tagged and given back to us to take to oversized baggage. Our boarding passes were also given to us with assigned seats for our upcoming flight. The problem then began when I put the final bag (40kg sport bag) on the scales to check-in. The lady behind the check-in desk informed us it would not be possible to check my bag in as it was too heavy and I would have to buy a new bag. As we had already travelled with Air Asia from Japan for the first leg of the journey with no baggage problems we questioned the matter in which she responded that she would check with her supervisor. During this time, I went to the closest shop to find something to transfer the weight in to, and came back with a cardboard box. Myself and my partner both began distributing the weight from my sports bag and tried to get the attention of the check-in staff who had been over by the customer service counter for 10 minutes speaking to her supervisor. When she returned, she then proceeded to tell us that she would not finish our check-in as the final bag was too late and consequently we would be missing our flight.

Never before have we experienced such bad customer service from a company, and a total disregard for customer care. Flying internationally many times a year we have never heard of a company or experienced such bizarre behaviour, in that, it is ok to start a customer check in, hand them over boarding passes and then cut it off before loading all bags and close with no prior warning. After speaking to other members of AirAsia check-in staff we learned this problem could have been well and truly avoided by calling through to the baggage department and informing them there was one more bag to load the plane. Not only did this member of staff cut off our check-in when we had not finished without notice; when speaking to her about how unhelpful and flippant she was being, this member of staff advanced to standing up and shouting aggressively towards us over the check-in counter in front of other passengers waiting to board AirAsia flights. This was utterly ludacris behaviour from someone in customer service and also highly embarrassing and unprofessional when representing AirAsia.

After being parred off to the service desk without much help, we were then made to pay for a new change of flight in to Sydney. Not only were we disgusted with this behaviour it also meant the next available flight would not land until 20/6/17 at 9.45am. This then had severe consequences with our travel plans and could have cost us our new jobs we were flying to Australia for.

The consequences are as follows
- A missed nights accommodation in a Sydney hostel which we still had to pay for
- A missed non-refundable bus connection from Sydney to Jindabyne for the following day
- A new bus connection from Sydney to Jindaybne for 21/6/17
- Uber taxi fares to new accommodation
- An extremely important induction for our first day at work in new jobs.
- A days paid induction
- And an unbelievable amount of stress all due to the disregard and misconduct from this member of staff

Due to the mistreatment we experienced, we are writing to claim for full compensation on

- The original flights D7220 we were due to board from KLIA2 – Sydney 19/6/17 @ 10:00am – 71, 834 JPY
- The change of flight fee from KLIA2 – Sydney 19/6/17 @ 11.45pm - RM600
- Food costs incurred in KLIA2 - RM55
- A cancellation fee for accommodation in a Sydney hostel - $19
- A new bus connection from Sydney to Jindaybne for 21/6/17 - $160 AUD
- Uber taxi fares to new accommodation - £62
- 4 hours paid induction at $18 AUD per hour for both passengers - $144 AUD

We are seeking compensation at today’s exchange rate for a total of

£862

Many Thanks
Makenzie Robson & Jack Phillips

My name hema. I booked a flight ticket from auckland to sydeny then sydney to kuala lumpur and to cochin. When I was reached sydney airport at the time of check in the lady in the counter told me. I need to pay for luggage to kuala lampur. Then am ready to pay after that she told I need to pay till cochin, india also. I was already paid for luggage when I booked the ticket. She mentally harrased me a lot and torturing me. Its my first journey in flight, I did n't travelled before. But its totally rediculous. Then I removed some items in the luggage then she told I don't need to pay. I lost my items and when I reached cok (Cochin) I was missed my luggage. Then I catched the flight I booked meals also but they didn't serve meals to me they said I need to pay again. It's really [censor] airlines and staffs also mainly the lady in the counter sydney airport.

I am travelling from KIX to CGK, transit through KLIA2. On 8 july 2017, departure time writtened on the ticket are 9.50am, got delayed to 1.15 pm on the same day, we enter the gate on 12.25 pm. As soon as we enter the gate waiting for boarding, they announce that our flight will get further delayed to 2.35 pm on the same date.
From 9.50 am to 2.35 pm is about 4 hour and 20 minutes delay. Though there are no laws that provides remedies for this kind of things happening in asia, it is illogical by delayed twice witha total of 4 hour delay. While other aeroplane by airasia going to the same direction didnot get delayed, what am I asking is What is the reason behind our delays? While other air asia aeroplane going to the same direction departed, according to schedule. Will we get compensation due to this matter?

Air Asia asked me the details for the refund process one month back. I gave the complete details but still havent got refund and no updates. Below is the mail:
Dear Guest,
With regards to your refund request for booking number < AEF6YV>, kindly furnish us with passenger or contact information bank account details for us to expedite the refund.
1. Bank Holder Name - (Must be Passenger or contact information)
2. Bank Name -
3. Bank Account Number(Digits number)-
4. Bank Branch Name (Mandatory) -
5. Country of Bank -
6. Bank Swift Code (Mandatory) -
7. IBAN Code (For Europe)
8. IFSC Code (For India)
9. BSB Code (For Australia)
10. Sort Code (For UK)
11. Fed wire Routing Numbers (For USA)
12. Booking number –

Should you have further enquiries, please refer to our website by following this link:

http://www.airasia.com> select country > select language > Help & Info > Contact Us.

Thank you for your cooperation and we look forward to serve you better in the future.

Kind Regards,
Nur Syamimi Binti Zulkafli
Refund
AirAsia

I traveled on airline AK536. Flight D7207. Not only was the flight delayed but they did not load on my bag at Kl. Staff at Kl at the scanner patted me over just because my belt had a small buckle . Which was no problem at Auckland airport or Goldcoast. I was already jet lagged and did not appreciate it.
In Phnom Pehn I had to return in the evening to pick up my bag, that flight also delayed by one hour. When I received my bag it had dirt and grease marks on it Obviously roughly handled. I'm vey disappointed with this airline.!