AirAsia
reviews and complaints

We have sent many emails to Air Asia requesting the status of our refund and keep getting a generic email.

Dear Karen,

We hope this email finds you well,

For your information, we will forward your refund request to the refund team. This process will approximately take

12-16 weeks and you will receive email notification once the process is done.

Thank you for your patience. Stay safe!

Regards,

Customer Happiness

?AirAsia

Everytime we open a new case with the same request it gets closed without any explanations.

Ava chat is useless when you need to speak directly to someone who can actually help

You pay then they will cancel the flight. Then they refund for almost 1/4 of the amount you paid! worst service that you will experience on this airline. Get ready airasia for out attack to your system. Expect us

- anonymous

case no# V29QVC, awaiting my refund, which has now been in progress for over 2 months

I have been trying to purchase a ticket on AirAsia, using my AirAsia points for over a month now.

I have sent multiple emails through [protected]@airasia.com, who initially responded to a case I submitted regarding this problem. I was instructed to provide the flight details and was told the cost. I did so, but after several 'reminders' have received no response.

The AVA AI bot cannot process this either, nor will it accept 'feedback' regarding the complaint, due to 'volume'.

This is a simple request, however, for some reason, it cannot be done online, or through the AirAsia app.

Booked a flight from CGK Indonesia to TPE Taiwan about 2 years ago. Sudden corona breakout halted all flights, but AirAsia hasn't completed our cash refund.

We've clarified that a credit refund will not cut it for us, since we were booking a flight home instead of having a vacation. Furthermore, there are no more Taiwan - Indonesia flights, so tickets will be useless for us.

My case status is still in progress to this day.

Booking Number : B3QVUT

Creation Date : 04-08-2020

We were due to travel from Ireland to Singapore and with Air Asia from Singapore to Koto Kinabalu booking reference PRQEWB. Due to Covid 19 our travel was cancelled. We would welcome a full refund. Date of Booking 15th February 2020 direct with Airasia.com.

Flight date Depart Singapore 17th December 2020 AK1794 return

3rd January 2021 AK 1791.

I paid €719.39 by Visa card.

I do not want a Credit account.

My mail is [protected]@gmail.com

People travelling

Mr Peter Mc Cartan

Mrs Mary Mc Cartan

I was given a case no [protected] on the 21st march

Reply on the 25th March 2022 from LLi B. Giving me a Credit Account.

I do not want a Credit Account. Please understand we live in Ireland and we will not be travelling to Asia in the near future.

It is impossible to contact yourselves at Airasia. Long waiting time on the computer, with sometimes 00`s of people waiting online to chat with an Agent.

This is my 10-time trying to make contact and I’m more than 2 and a half hours waiting this time.

This is very, very, poor service. Can you please inform your superiors?

Then I was timed out on line!

Dear Sir/Mam

We wanted to make the booking today from your air asia website for Hyderabad to Bali by flight# AK68 & AK376, flying on 29th May 2022 from Hyderabad & reaching Bali on 31st May & return on 9th June 2022 from Bali to Hyderabad, by flight# AK377 & AK69.

While making the booking for the first time, payment was deducted but flight itinerary was not shared & your site returned a message "WE ARE UNABLE TO PROCESS THE PAYMENT. PLEASE USE ANOTHER CARD OR PAYMENT METHOD TO COMPLETE YOUR BOOKING". The screen shot of the said message is attached herewith.

Hence, we went ahead in making a fresh new booking & the same was confirmed with PNR# BVLY5C which is a 2nd time booking id.

Later, we received the email with one more PNR# A3B45G for the same flights for the same set of 6x passengers, on the same date & time.

Now we have been charged twice for the bookings for same flight, same passengers, same time & date due to the error occurred on your website while making the booking. We have also attached the screenshot for the same.

Passengers are : Mayur Shah, Geeta Shah, Stuti Shah, Keyur Shah, Shrenik Mehta & Swati Mehta

Email id: [protected]@yahoo.com

Ph# [protected]

We request you to kindly refund back the amount against PNR# A3B45G amounting Rs. 1,57,032/- paid to Avenue India Pvt Ltd, & paid through Bank ref id# [protected] of Union bank of India, as this was due to the error that occurred on your website & we were asked by your website to make a new booking.

Obviously, no one will make double bookings for same set of passengers on the same flight on same date, time & location. Request you to kindly immediately make the refund for one flight i.e. against PNR# A3B45G & keep fresh booking made valid.

Looking forward to receive your support on the same.

Hiii.. I want to lodge a terrible customer service from airasia located in sandakan airport.. I may not know her name but shes on duty on 3pm 19 march 2022.. I was sending off our bag for cargo but then shes ask about the vaccine card.. The I replied I behalf of my fmily and my mom is on wheelchair then shes reply it rudely and ask me to go ask for their fon and ask for another cust.. How come as a customer service very rudely and not being consider. Fyi I was the second cust on line after shes on duty.. However, the problem solved as I do save my family vaccine record on pdf.. The point I got angry here the customer service didn't have considered/emphaty/rude/didn't hear explanation.. I didn't get to explain and shes just asking me to pass for another cust..

Saya ingin membuat aduan berhubung pas masuk penerbangan ke Sabah saya telah dirampas oleh kerani kaunter beg Syarikat AirAsia.

Butir-butir kejadian seperti berikut :-

a/. Tempat : Kaunter Beg

b/. Tarikh : 4/3/2022 (Jumaat)

c/. Masa : Antara jam 4 hingga 5 petang

d/. No. kaunter : Tidak ingat

e/. Nama kerani : Tidak ingat

f/. Jantina kerani : Perempuan

Ekoran kejadian itu, saya telah mengalami kerugian dan terpaksa mengeluarkan kos sekali lagi untuk membeli tiket penerbangan lain sekali lagi menerusi Syarikat Malindo Air.

This refers to our request for refunds from cancelled flights for almost TWO (20) years now because of the COVID 19 pandemic. We keep on following this up via chat with agents of AirAsia since June, 2020. The refunds emanated from the cancelled flights with the following booking Reference Numbers:

(1) Booking Date: February 27, 2020:

Booking Number: SUHK8F

Amount: Php12,458.92

(2) Booking Date: February 27, 2020

Booking Number: R42LWW

Amount: Php105,371.73

We did our follows almost weekly since then but we received a robotic reply of apologies. We kept our patience but are feed up now.

This to cases stand same now for 2 years and I have tried to make this to my creidt account. But it still says IN PROGRESS, I want this to be fixed and move to my credit account. Flights is to Boracay PH.

A3PPPT • Nationals Restricted to Travel

Case number [protected] • 19/03/2020

XSWF4L • Nationals Restricted to Travel

Case number [protected] • 19/03/2020

I have credit account amounting to about p40,000 which I would like to use to purchase round trip tickets for me and my family in the philippines. The instructions are (1) log in with airasia member account (2) select preferred flight route and date (3) at payment page, select "credit account" as payment option. I have tried several times but at the payment page, there is no option to select "credit account". The options are just credit/debit card, online banking, big pay, union pay. The credit account balance is supposed to be automatically shown on the right side of the screen and listed as option for payment. But it is not there.

i want to speak to a representative of airasia re a refund of my money that airasia have been holding in credit for 2 years, with the covid restrictions still in place and myself waiting to have surgery this year we will be unable to travel i would appreciate a call from an airasia representative ,

Despite AirAsia keep saying they made refund for my three cancelled flights, in reality AirAsia could not produce any real evidence of refund was made. On the other hand, my ticket agent keep asking AirAsia give evidence of refund, they fail to show transaction details of refund made.

My three flight PNRs are,
CVMB4P
B4NUTT
KY97SE

Passanger details,
Khurshed Alam Sarker
Jahanara Begum

Contact email: [protected]@live.com.au
phone: +[protected]

I am a research student of Universiti Sains Malaysia(USM), Penang, Malayasia from 2014 to 2020. I am a frequent flyer of Airasia during these years. My bigmember ID is [protected]. I made the booking on 10th May 2020 and bearing booking ID: L16D8Z from TRZ to PEN, but it was cancelled by Airasia due to COVID19. My purpose of visit is to get my certificates from the university, but the university assured me to get the same thru Mail. so, Kindly refund my ticket amount instead of creating credit account. Kindly do the needful.

I am a Big Red member with AirAsia. On the 6th of December, I received an email listing a lot of local flights. The one that caught my eye was a flight to Medan for Rp679k. I pressed the link to book a ticket. You are diverted, although it has AirAsia.com at the bottom, it doesn't have the AirAsia bright red with white colours. It did not have that particular flight advertised, in fact, there were no AirAsia flights shown at all. It has Lion Air, Super Jet Air, Citilink and Batik Airline.
I filed a complaint with AirAsia and this was the pathetic reply I received today. They must think we are all stupid.
AirAsia Support
3:43 PM (3 hours ago)

to me

Dear Guest,

Thank you for reaching out to AirAsia

Please be informed that we are now a platform offering bookings for non-airasia flights. There's multiple airline provided on our booking system. As per your promo fare, please be advise that promo fare will subject to availability and first come first basis. Hope this clarifies.
(Their typos not mine)

Thank you
Regards,
Customer Happiness
AirAsia

You will notice they say they are offering Non-AirAsia flights, that is where I am directed after I press a particular discounted AirAsia flight. Or I should say Non-Existant flight. She also quoted this "please be advised that promo fare will subject to availability and first come first basis" Well how damn fast does one have to be. I receive the email, open it, see Medan special and press book. That took about 20 seconds? Oh yeah on the 8th of December I received a follow-up email advertising the same Medan discount. Whatever way you look at this, it is pure garbage fake advertising. AirAsia has now stooped to its lowest. Trying to deceive and con people. I am going to cancel my membership and I will never fly with them ever again.

I would like to complaint Airasia for
(1) their dishonest as Airasia withdraw an approved credit amount after almost 1year, with the reason due to insufficient information provided for validation. However, there are non of email communication regarding the withdrawer of credit, and there are no email trigger to ask for more information before withdraw the credit.

(2) their irresponsibility during handling of case [protected]) for us to get back the credit. I've raised a case to handle this credit request back on 19th Nov 2021, after few email communication, there are auto email triggered on 5th Dec to close my case. Firstly, case should be closed if 20days since case opening, however, from 19th Nov - 5th Dec took only 17days. Case just closed without settlement, and email communication was confusing (ask for reply within 5days but next sentence mentioned will close the case now). There are no reminder for us to respond to the case before the case closed.

(3) their poor management. I've follow the rule to raise new case [protected]) through Airasia complaint system, however, they feedback that will contact us through another case [protected]), and will close the new case [protected]). There is no way that Airasia could contact us, since both the case has been closed.

Airasia is react to refuse in accepting my complaint and request for the refund. Thus, i'm seek for help through complaint in this channel.

Details of communication was shared in work file attached.

Sir i was stranded in KLIA and the flight was reschedule to next day morning on 19th Nov 2021, flight (AK6124) - seat 16F, My earlier schedule was on 18th Nov 2021 which my initial route was from jakarta - KL, flight (OZ202) 16.10pm- 19.05 and transit flight from KL- Penang, Flight (AK6118) 21.00PM -22.00PM. i was not able to boarded on the flight to penang as there were delays on flight from Jakarta . Hence after arrival i was in the queue for covid screening . The delay from jakarta has not allow me onboard .

I STILL HAVE AN OUTSTANDING PHP 154, 551.51. CREDIT FUND. BUT I CANNOT USE IT AS PAYMENT OPTION.

Today I tried to book a flight on this website but there is no option for paying by credit account. I checked my credit account balance and the money is still there with the validation until 2023.
I am so dissatisfied with this situation, please give me more detail on how can I use the money in my credit account.

My flight was reschedule from by Air Asia and in lieu of it I have to to reschedule my return flight which was schedule on 30th Nov to 7 th Dec . When I was trying to reschedule it from 30th Nov to 7th Dec ...Air Asia portal picks the default date and plan my reschedule to 30th Nov on same day and took me to the payment portal. Before payment I review the details and as it was incorrect i cancel my payment. Later the air asia portal is not allowing me to reschedule my flight to correct date and asking a charge just double for the rescheduling .

My PNR #
E2Q2UZ

Kindly help in rescheduling my flight to 7th December without any additional changes . I Have raise a complain from customer care and the complain reference number is # [protected]