AirAsia
reviews and complaints

Booked on flight QZ535 Thursday 22/10/18 11.30am for myself & partner Samuel Attard. Boarded plane & sat on tarmac for approx 2hrs with minimal communication and air con off so no air. Finally told to disembark & wait in departure lounge for further afvice. Asked if we were going to be given a drink and/or food and was very aggressively told to go and wait for further information to come through. 2.15pm announcement basically telling us there is no informationn& to keep waiting.

I purchased the return flights FKLMQM Melbourne to Medan return departing 9 December returning 14 December using the AirAsia online booking system and being a long term traveler and BigShot member, had all my current details listed including passport expiry date.
When I presented to check in at Tullarmarine I was denied boarding because my passport was valid less then the 6 month validity required to travel to Indonesia.
I had obviously been unaware of this requirement, however AirAsia were aware, and having all my personal details available on their booking site, they should not have accepted the booking.
I have since learnt that other booking agencies will not book flights if the passenger does not meet the entry requirements as it is the Airlines responsibility if they do not.
I believe AirAsia were derelict in not identifying that I was ineligible to travel at the time the booking was made. I have contacted Consumer Affairs in Australia who have advised me to contact AirAsia to seek a full refund of the ticket.

This is regarding to my experience with AsiaAsia's slow customer service and bad mobile application system.

On 7th September 2018, I was using AirAsia app to make booking on my flight to Phuket on 12th October 2018 (Booking ref: WQQMKW). Upon completing my booking with my first payment via Maybank (Ref: AKAWQQMKW07091), the confirmation page stated that my booking needs payment. Hence, I proceeded with my second payment via CIMB Bank (Ref: AKAWQQMKW070918335581820977). However, upon completion of both payment, the confirmation of flight ticket is still pending. When I check back to my bank transaction, only did I realize that both bank accounts has being charged and flight confirmation is unknown.

After uncountable tries to reach AirAsia's customer service, including Facebook, Twitter and email (Case ref: [protected], [protected] & [protected]), I finally got into contact with AirAsia's live chat and managed to confirm my booking on 13th September 2018. However, my refund was still yet to be confirmed. According to the live chat agent, my issue will be resolved within 48 hours.

On 16th September 2018, I received an email notification regarding to my refund. It stated that my "credit request was successful", which is not what I have requested. I then requested help from AirAsia's Twitter account, but the agent informed me that the process was done and I was not being able to get my direct debit refund back. However, according to AirAsia's double payment disclaimer, it stated that "Approved refund requests for the double charged amount will be refunded back to the original mode of payment based on the second or subsequent transactions." Hence, my refund should be direct debit back into my payment account, instead of being credited into my AirAsia booking account.

My concern is,

First, I did not purposely made a double payment as there was a system error when I was using AirAsia app.

Secondly, there is an expiring date on my credit account, which is 14th December 2018. This does not make any sense as I am not flying anytime soon within these 3 months.

Thirdly, I was being told that I can make booking for flights till next year as long as I utilise this credit before the expiring date. This again is unacceptable as I am not sure when I will be flying again with AirAsia after issues of unconfirmed booking with double payment and non original mode of payment refund issue.

I have tried to get into contact with AirAsia live chat again, and my reply from the agent is to email AirAsia and wait for the team's reply. I understood that there are limited agent to attend customers' complain and request, but after all these tedious process, I am not confident with my next booking with AirAsia anymore. It is also very disappointing to know that my case is still under processing without any update in the system for over 28 days.

If there is no further assistance from AirAsia, I'm afraid that I will need to take other necessary actions to other authorities in order to protect my consumer rights.

I travelled from bagdogra to kolkata on 06.10.2018 with air Asia and had a Pre booked meal.before they served the meals they made announcement that all meat items are halal. Since my meal was Pre booked and I was travelling with my kid I was helpless and had no option but to get it served. My inner conscience was not allowing me to take a single bite from the food that was served. My objection is why should they serve halal meat when maximum travellers are Hindu. Just to suffice to the needs of a handful of minority customers why is air Asia demeaning the sentiments of Hindu religion. We Hindus are not supposed to eat halal. Please consider serving Normal meat to others and specially cut meat to your Muslim customers.

I with my 3 colleagues having flight on 7 Oct. 4:55 am missed due to unnecessary argument from 4am from one counter to another and your check in counters are closed these wordings by Mr Aditya Singh at 4:20 Am with Mr Saurabh and one other staff after unnecessary argues also Mr Amit israni Manager.

So I request you to please do action as early as possible because due to your staff we are going to miss our meeting which in turn loosing our jobs that's because delay from your side.
If you want to check you can check the details with airport CCTV.The details are following
PNR NMPFRF, USC3JD

With thanks and regards
Pankaj Kumar
[protected]

Booking Number: TKLLWL

Bangkok - Don Mueang to Johor Bahru

We pre booked the wheelchair assistance from Bangkok to Johor, the customer service rep did send us to the boarding gate, but he left shortly and I checked with the one of the staff (staff who were checking in the flights to Jaipur) and he assured me that the guy will come back later when we are boarding.

When we were boarding, the guy with the wheelchair did not come back, and my grandmother was forced to walk on to the plane (then why did we pay for the wheelchair service?)

When we arrived back to Senai airport, we didn't manage to get off the plane first even we were seating in row 2 (we paid for front seats because my grandmother can't sit for long and we hope to get off the flight as soon as we can) but they didn't prepare the wheelchair. Staff said they didn't receive notification from Bangkok staff and therefore they didn't prepare the wheelchair, and my grandma had to walk down the stairs on her own. We booked the wheelchair assistance and we stated that ascending and descending was a problem, and why would I booked AirAsia and booked the wheelchair service?

My grandma injured her knee and are not able to walk at all now because she was forced to walk down the stairs when we alight from the flight. How is AirAsia going to compensate the loses? Are we suppose to do t the mainstream way, to post everything online and let people know the truth about how inefficient the staff were with handling cases like this?

Hope that we can get a good reply for this matter and action has been taken for staff that neglected this issue. You can contact us at +[protected] (Katherine Gan) to clarify further. We would also need a refund for the wheelchair service since it wasn't even done properly and it even caused further damage to my grandma's health.

We wrote in a review when we received the airasia "how was your flight" email previously, and did not get a reply at all. (On Sep 24th)

We are very unhappy with how this issue is taken and hope to get a reply from you soon.

Cheers
Millie

I booked returned flight ticket with airasia for my sister using my own bank account direct debit payment. She was unable to travel. I submitted airport tax refund form on 12 July, they requested my sister VN bank account, confirmed payment on 16 Jul. After 2 months, no refund recieved though i have checked with the bank 3 times already. I contacted them, they replied saying bank rejected refund. I checked bank info, all correct. I replied their email asking if possible to provide another bank account. Auto reply from them saying case has been closed. It is not closed! I have not received any refund. I submitted airport tax refund form again, 5 days no-one replied. Submitted complaint, no reply. Called, their customer service insisted incorrect bank details, avoid admitting that they did not even reach out to customer asking for clarification or inform about that (though bank details are correct). They offered as credit refund, valid in 90 days only. What kinda credit is that? 90 days? I already booked everything in advance until Feb next year and they are asking me to book more with them after this experience? I had to provide a solution: my sister sending authorization letter allowing me to receive refund (which Nok Air suggested to me and I got refund ages ago, another connecting fligt, same period). Airasia customer service said it will take them 14 working days to reply My request if i submit this authorization letter, which then give me with only 1 month left to follow up with the refund while they claim refund takes another 30-45 working days. Horrible customer service. Staff talked to me as if I am stupid while I work in hotel industry, also process refund and resolve dispute all the time, also worked in banking industry before. I am not stupid not to know bank procedure. She even threaten to hang up on me though i didn't say any bad words, didn't swear, no impolite of bad words used. Totally disappointed. Case number: [protected], [protected], [protected], [protected], [protected], [protected]

My family and I flew back to Melbourne from Kuala Lumpar with air Asia last night. This was our third flight with you in the last three weeks and each flight was equally awful. My biggest complaint though was that Air Asia didn't provide free water during the flight. The importance of hydration during long haul flights is clearly documented. Air Asia is the only company I have flown with in the past 30 years that doesn't provide water as part of their service. Furthermore your cabin crew on all 3 flights were not forthcoming in offering water for purchase. Again, poor service compared to other providers.
I would not choose to fly with Air Asia again and would certainly not recommend this company to anyone.

The date of incident is today 03 Oct 2018, The PNR number of my booking was Q13YFE, I was 10 minutes late to the Boarding Section, I told the valid reason to Mr Sagar Gowda for me approaching the Boarding Counter later than said time, But Mr Gowda denied the Boarding Pass which i completely understand as a customer, the point here is he was unethical and he used inappropriate language and he was rude enough for me to regret choosing this Airlines.

Hi,

It's been a while since I have raised a request for refund but not getting any response from your side. My Booking number is BKLCRV / KNUQHZ. It is a duplicate booking case which happens to due some bug in your AirAsia app. I have used booking number BKLCRV to fly and the people at airport said that I can get refund even after flying date. But the sad part is that everyone says the refund process is not in their hand and can be done online only. It is really frustrating to continuous follow-up you guys and you don't respond back. It is my humble request to at least response

Hi, i want to complaint
My family on air asia trip AK 5507 from Kchg to KBR on 29/9/18 at 1645 pm
In process to drop luggage at air asia drop luggage kuching international airport-kaunter D1 at around 3-4 pm on 29/9/18. The staff incharge was a malay lady, wearing black scarft (forgot to ask her name) . I wrongly drop another luggage before the previous luggage being push to its place, then she need to get that luggage for me at the back just behind the counter (not far anyway) . My father and i already said sorry to her for our mistake, but she make rude face, sorry to say but she already over the limit and make that kind of uneasy face to us (which is one of air asia customer). I think there's no reason for your company to keep this kind of bad attitude staff, there's still lots of people out there that really need job and 100% better than her.. I already tawar hati with air asia service, which previously i think one of best flight company so far.. I had another trip this coming november, hope u can take action so that things like this will not happen again in the future.. Tq

On both these flights the cabin crew were surly, uncooperative, rude, noisy and strutted about thinking they were on Asias Next Top Model. I have flown regularly on Airasia since 2007 mostly Clark KL Clark which were usually good flights but as you no longer have this service I have had to fly from Manila. This last trip with my family will be the last time I use your airline for 2 reasons, the trip from my home to Manila is too long but the main reason is the absolutely abismal service provided by your cabin crew. I would rather fly from Clark with Cebu Pacific or Scoot to Singapore and then take another flight from Singapore to KL.

Hi airasia.

Please arrange your time flight well. Kindly please don't keep change flight time . My all flight from previous until now almost all cancel flights. I have booked my tour guide and hotels, are airasia to bear the cost I lost ? And wastes my time.

There is your problem if not enough passengers, is not proper way to keep cancel flight to cover your lost .

Dear customer support / service,
Good day! My flight details:-
Ak6117 pen to kul — penang (pen) sat 15 sep 2018
1715hrs (5:15pm) — kuala lumpur (klia 2) sat 15 sep 2018
1820hrs (6:20pm)
Ak71 kul to dac
— kuala lumpur (klia 2) to dhaka (dac) sat 15 sep 2018
2145 hrs (9:45pm) — dhaka (dac) sat 15 sep 2018
2355hrs (11:55pm)
Name: lim kah seng (andy)
Contact number: +[protected]
Email: [protected]@bsgtrends.com
I have found my luggage's lock has missing when I received it at hazrat shahjalal international airport, dhaka, bangladesh on the mentioned date.
Thank you very much.

I am a regular traveller and first time traveled through Air Asia and it seems to be my biggest mistake. I was traveling from bhuvneshwar to Chennai and flight timeing was 9:15 PM and to surprise there was no one at checkin counter and I called customer care also but they also said they will open checkin 2 hrs before only . While my colleague who was travelling to Delhi by indigo get checked in although his flight was at 10:20 PM . Will never travel by Air Asia again as they made me stand before their counter for one and half hour where in my colleagues got check-in and comfortably waited in lounge . Air Asia staff is also too rude

We have booked 2 tickets from paytm. So, to collect boarding pass we went to a check in counter, after showing the confirmed ticket the air asia officer has demanded that we need to pay extra 250 per ticket for picking a seat, which I have never heard off.So what does booking a ticket mean, so booking a ticket doesn't mean that you have a seat.We haven't asked for any seat change. Moreover the officer was rude and when asked about why we need to pay extra he replied harshly that I need to check terms and conditions.
This has been my worst experience with any airlines till date.
Today I got to know that even airlines cheat people for making extra money.
I hope you go through this issue and respond as quickly as possible.

I booked 2 flights with Air Asia. One from Vietnam to Bali and one from Bali back to Vietnam to catch a connecting flight back to the US where I am from. The first incident we had with Air Asia was checking one of our bags and having it NOT put onto our connecting flight out of Malaysia to Bali. They said that this was because we didn't have the same booking number, so we had to pay twice as much, plus go through immigration and grab the bag to recheck it and get it onto our connecting flight which was also with Air Asia.
The second incidence left me in Bali and left me missing 2 additional flights.
I had called Air Asia to confirm that I did NOT need a visa to catch a connecting flight that was in Malaysia back to Vietnam to go back to the US.
1st. Malaysia does not require US citizens to have a visa. Yet Air Asia would not let me board my flight because I had another flight booked to Vietnam from there where my connecting flight was located.
2nd. I also had emails from Vietnam airlines confirming that I was flying straight out as soon as I landed in Vietnam, had my boarding pass AND had a representative speak with the supervisor. Long story short, the supervisor hung up on Vietnam Airlines and on myself. The employees were laughing and joking about me trying to get home without a visa and cost me not only that flight but 2 others.
So I purchased through another airline and am currently on my way home without a visa because unlike Air Asia, they accepted my other boarding passes.

Hi,

I have desperately tried to get return for my money or a credit for my flights to Sri Lanka. I was in a relationship with a person there and found he was having affairs. I am devastated and heartbroken do now want to go any where near there. I please ask for you understanding in this matter.I have had little reply from my emails and the email I received took over a week. If this email does not get a reply I will take it further. This is taking to long and I have a right as a consumer to get a refund. I found out the day after I booked my flights about the affair and contacted AirAsia straight away. I got no response. This is not good enough.

Please tell me next step before Fair trading steps in.

Thank you.

Regards

Date of incident : 19th Sept 2018
Flight from KLIA2 to Melbourne
Flight number : D7212

We are currently travelling to melbourne by group that consists of 18 person. Upon arrival at Tullamarine Airport Melbourne, at booth 6, we took all of our bags and realized 1 of it (maroon color bag) was broken and damaged.

The broken part is at 1 out of 4 wheels of the bag, some cracked on the body and the handle. Fortunately, all the goods are safe and no missing items reported.

We will attached all supporting photos and documents for your kind reference.

We hope airasia will responsible on this matter and we will head to reporting centre at KLIA2 once come back from melbourne on 25th Sept 2018.

Your cooperation is highly appreciated.

Thank you.

Complaint need to change flight RSPQ45 out of KL to gold coast D7206.
I had a flight booked out of Katmandu on the 4th Oct which you cancelled and rebooked me on the 5th Oct. You have also changed the time of my flight out of KL. I am concerned that i don't have enough time as i arrive in KL at 9.45 p.m. and leave at 11.10pm for the gold coast. I am very disappointed in your service as i have been emailing and phoning to sort this out.