AirAsia
reviews and complaints

My name is Fadzilah Ahmad. I was on your flight Airasia AK349 Seat No 28C from Jogjakarta to Kuala Lumpur on 17 April 2018.
The flight were running late and delayed but I fully understood due to the heavy rain that late afternoon.
Cut the long story short.. after I reached home and as usual opened my luggage to bring out some stuff I bought for my family, I realised almost half of my clothes and other stuff wet!
After I went through everything .. my finding was my bag wasn't covered or handled properly and must have been contacted with the rain during loading into the aircraft.
I cannot imagine if this happened during the beginning of my holiday!
I am not happy and I demand an explanation from airasia.

I have been a frequent AirAsia traveller.
I had booked my flight for April and May 2018. For both these months i received an email telling me that my flight has been retimes to a later time but I can choose to pick a flight which can suit me. The thing is the retime is not convenient as I usually take a bus to BTS or Train. If the flight is further delayed, I cannot get either one. In order not to risk anything, I have to take half day leave (which I try to avoid) and change my flight to an earlier flight. This happen twice this year and really cause so much inconvenience.

I have written complaints before but have never got any response from Air Asia.

Hi respective team,

This is absolutely ridiculous. I have arrived klia2 approximately by 5:25am for a 7:05am flight, which is far more early than the required time (60 minutes before departure for domestic). I have travelled many before and educated as well. So I know the procedure to do so. The first step once I arrive to klia2, I proceed to kiosk to check and reprint the boarding pass. I unable to do so. The error shown on the screen ("seat was not assigned... Proceed to service attendant..."). So I proceed to service counter; they said check in first. So, I have to go again to the check-in counter to manually check in there instead of kiosk. It was approximately 5:45am when i'm liaise with the one the counter there. The malay guy was checking for me. Seems the system doesn't allow him and as keep saying seat not assigned. He tried to assign seats. He doesn't allow to proceed this. So he asked me to proceed to service counter once again. I went there and queue for my turn. By the time I talk to the rude lady at the counter was 6:20am. She just said can't assign my seat as the gate closed. As I know for domestic the closure of departure gate is 20 minutes. I got no baggage check-in after all. This is totally [censor]. Need a solid reason. Else I will complaint to kpdnkk and other relevant parties.

Overcharged when purchasing the ticket through AirAsia web page.

The price on the Add-on page was one price (choose no Add Ons). The payment page was a total different price which was much higher than the previous page. Called support immediately - was told to email. I emailed support and my support case was closed without any contact or dialogue of the situation. Tweeted support - no returned contact.

Case reference number [protected]

Consumers need protection with very fraudulent, unprofessional scam artist AirAsia.

Hai Airasia today Morning 430 I booked a ticket for Blr to del .i asked ticket for 15th of night I5 722 but the Mr. Vignesh in Sleep mode booked tickets on 22nd Sunday Night . And Trice I confirmed I need a ticket on 15th Night. Please guide ur Vignesh Sleep guy when I went counter At 8am he blaming us argue & careless. When I Ask The Solution and He not given the exact answer. Please guide staff listen carefully.

My flight was at 610am. I started to Q before 5am to check in my luggage. I was worried I will be late due to the long Q. So I asked the staff which counter should I go. The boy told me to go to counter 12 which will be faster. So I Q there. And the customers in front was taking way toi long. When it was my turn, the counter staff told me that I am not allowed to enter as the gate is closed. And I hv to catch next flight with extra charges! She said it is not her fault when she dealt with the customers in front of me for so long. It is my fault to choose her counter!

When I proceeded to the customer service counter, the lady staff there asked me why am I not cutting the Q when time is reaching. Lesson learnt! I can cut the Q whenever I fly with Airasia!

I then went to the sales counter. The staff again asked me to go back to customer service counter. She said she only in charge of sales. Nothing to do with her! Is this the kind of services that we arw paying for? Yes it is economic flight. It is low cost flight! But, do we deserve this kind of service even we buy low cost flight?! I am really frustrated with none of the airasia staff on the ground can help! I knew that this complaint may go no where as AA is never care about us!

Air Asia is a terrible air line without customer support. The system showing add on charges higher than amount we supposed to pay. Call their customer support we need to paid RM 1.95/minute. Booked through their customer service for add on, the end we have to paid extra for the baggage weight that we didn't required. Complaints to their customer support, promised will settle and get back to us but no action been taken. Customer support only Monday to Friday from 9am to 6pm. Their live chat not even work. Flying with Air Asia all risk and cost on consumer including calling their customer support. Air Asia is a air line for consumer paying everything without giving any support to customer. This is a terrible air line. Cheap and cheat.

My partner and I recently flew to Phuket with Air Asia and we will almost certainly not be travelling with Air Asia again.

flight booking VM63JP 29/32018 FD525 returning 3/4/2018 on FD524

booked by V BURIC

1) I already had complained about the original booking and the impossible way we could not allocate seats (I was prepared to pay), check in or indeed print boarding passes. After 90 minute wait for online chat representative they told me they had moved our seats to be both on row 21, when we came into check in at the airport this turned out to be a lie.

2) I was able to check in for the return journey and allocate seats in the emergency exit as premium flexi seats (at an increased cost) as well as pre book bag check in which we hadn't done when we first booked the tickets through cheapoair.

3) when we got to the check in we were helped out by a very friendly and helpful checkout colleague as went to the premium desk to upgrade our seats to premium flexi and get more leg room (as well as sit together) - I paid HK$800 in order to upgrade and put our bag in the hold.

4) the flight outbound was late departing through a combination of poor boarding procedures and the fact that it has low priority on runway exits so left over 45 minutes late.

5) considering we had 'upgraded' our seats we were astonished to discover that the emergency exit seats mean that NO ALCOHOL can be served. we fancied a small glass of wine but were VERY RUDELY advised that we could not be served wine because of regulations - AT NO TIME WAS THIS MENTIONED WHEN WE UPGRADED THE SEATS. The cabin service generally was shocking and unfriendly.

6) as we had also 'upgraded' our return seats into exit aisle seats believing them to be premium seats, we had the same issue on return as not other premium flexi seats were available.

so overall a very disappointing experience, I travel over 50 times a year around the world for business and pleasure and other than Ryanair in europe I have not seen as bad a service as that offered by your airline. getting a response online is impossible. I waited 7 days for a response to my online chat complaint and then you sent me a poor response not answering my complaint and then sent two surveys through for my opinion on the way you handled the complaint!

你好，我是从11-04-18 早上9点多就进了候机室等待Gate no K14 等到上机时间过了十分钟就去询问台查问才知道班机已经转换了，但是没人通知我们，我们一直坐在里面等到过了时间都没人来通报。我到服务台要求跟换下班机，可是要我再补钱，所以就没上到飞机，我觉得这不是我们的错，所以才写信投诉这是服务员应该要通报给客人知道，而且我们一直都没离开过候机室，没有理由我们不知道吧，短短3个小时里面就有6，7，班机转换了。这是我请了5天的快乐假期去游玩搞到现在损失惨重，我是从关丹来，特地在tune hotel 过一夜， Parking, kuching hotel，来回机票，旅行箱费用0EM 110, 车油， Toll 搞到我们很不开心的离开现在刚回到关丹，希望你们可以给我一个完美的回复，谢谢

4/9/18, flight Z2353 bound for Manila from Tagbilaran was cancelled. Most of your passengers for this flight were in the departure area waiting for the plane to arrive. We were informed that our flight was delayed but no one announced it was cancelled. It was my other friend who flew PAL who overheard other passengers saying, "Air Asia flight to Manila is cancelled." That was already around 4:00pm.
Sadly, your staff insisted they made an announcement, but please, don't make us look stupid, dumb or deaf, because no announcement was made. Later on, your staff claimed they announced the flight would be "re-timed." Re-timed is how you call it, for us common passengers, re-timing is tantamount to a few hour's delay. But to retime it to the following day at 12:10pm, that is called a cancelled flight. You need to use words that passengers would understand. You need to give us that consideration.

Another issue here is your staff gave some of the passengers the option to go to Cebu via ferry to catch the 11:55pm flight to Manila. Guess what? Those passengers who chose that option, came back to Tagbilaran furious and some crying because the ferry was full. That is such a poor display of coordination between your airline and the local transportation services. Air Asia didn't go the extra mile to coordinate properly with the authorized Cebu ferries to confirm the availability of the ferries.

Then, your flight cancellation cost us (ordinary employees) one Vacation Leave (VL) and you are so unworthy of it. You took that one vacation day away from our loved ones.

Please be reminded that per dotc dti jao no. 1s 2012, affected passengers should be given enough refreshments or meals (snacks or lunch or dinner, as the case may be), however, no refreshments and snacks were given. Only "dinner" was given around 7:30pm by the hotel staff. Remember, it was only around 4pm when the commotion happened.

While we thank you for lodging us at kew hotel and giving us one-pc jollibee chicken joy for "dinner," no thanks for the stress and anxiety you gave us and our respective families.

On 9th April 2018, while coming to Gate P13 completing self check-in our baggage, after security check-in my wife fell down in toilet. She was not able to walk properly, but somehow we reached P13 (which is long distance) gate 10 minutes prior to departure, but we found the gate is closed and there was no staff available. We helplessly seen people are still entering the flight. When after running here and there we could catch one staff, he called some number but told us we can't board the flight as our baggage was already off-boarded. This is how you treat consumer? We had a genuine reason for being late. Moreover when we already checked in our baggage, we were in the airport. Why no one called us before closing the gate to know where we are? This one call from your staff could help us board the flight if they could have arranged one wheel chair. We were knew to Kulalumpur airport, moreover all the things we needed to do ourselves. I understand you are changing the process, but at least some staff should be there to help customer. No one helped us…. I understand you have rule of 20 minutes prior boarding, but what stopped your staff to call me (my cell number was available to airasia and I was in international roaming) when you know I have already checked in…. Above all your staff denied us of any refund and we had to buy separate ticket to Chennai next day morning as no flights to Bangalore were available till 13th April. I had travelling in Air Asia everywhere and I found that staffs in every airport are behaving strange and also the process is confusing… I Bangalore we were helped in dropping our baggage, but in Malaysia, no staffs were available. Just because you want save your operation cost by reducing staff we lost money and also faced unexplainable hassle and harassment after we missed our flight. Now I want full return of fare to Bangalore which I missed as your staffs were not willing to help. Above all I will file a case against AirAsia in Consumer court for complete refund of flight fare (Bangalore or Chennai), Cost of Taxi fare from Chennai to Bangalore and Compensation for all these harassment. I have all the proofs to submit to the court. I am taking my wife to doctor as she was running helpless forgetting her knee pain to find airasia staff to open the gate. Also, she had to bear the pain whole night in the airport without any medical attention. If your staffs called us 20 mins prior closing the gate they could have helped us.
I also checked how many people are missing their flight in AirAsia as you have all these weird rules with no staffs to help customer.
I will fight till I get compensation and complete fare refund.

I have bought 3 sets of flights in few months time. To my surprise, all of them are rescheduled. All reschedule from night to early morning around 6am. One is brothers flight which I bought, my raya flight back home & a short flight from penang to kl. All are return flights. The funny thing is after they reschedule, those flight are still up for sale at the previous time slot. For me, looks like airasia is just messing up all my time and this is such a messy messy administration. If 1 flight I think is acceptable. But all of my return flight are rescheduled, that's just ridiculous.

I have purchased tickets with add-on services (unable to walk long distance) to assist my parent from PG to KL (AK6115). Your PG ground attendant named Shina gets irritated and acted very rude and badly when we were asked to provide wheelchair service to my parent which they're supposed to do. She replied to us you just purchased wheelchair. We have no manpower to provide this service. I have totally not going to accept this excuses since this was paid accordingly.AA owes us explanation

I fly from Sydney and arrive at 03.00am in kl. My next flight to Penang at 05.40am. Not happy with customer service at gate 15 to Penang. Not allowed cust to seat inside even she is there. Outside seat is full. Chase cust out and after a min, she said can enter. How stupid cust service it's.
I hope Air Asia can employ staff can doing her work not rude and lazy.

Thank you.

Your ground attendant named Veronica Lachica gets irritated at snaps at passengers (aka YOUR PAYING CUSTOMERS) when asked to do something they are suppossed to do or even when simply asked a question about the flight delay. I hope that you will be able to train your attendants regarding proper customer service and in this particular case, be able to remind Ms Lachica that if she has life problems she should not take it out on passengers that she is required to serve. Thank you.

Good afternoon, I have a reservation CPNLUQ to Boracay: Manila-Boracay-Manila, May 18-May 20th. However, due to Boracay closure I need to cancel my flight.

I tried to call US Customer Service. The phone has a voice mail which says to call during the business hours, EVEN WHEN I AM CALLING DURING BUSINESS HOURS.

I reached out to the customer service via email and chat, but got same response, you need to wait. It is not clear what to wait for. The Island is closed, and it is official. So, due to the force major, according to the rules of law, the airline has to make a full refund of air fair. Please advise immediately when I will receive a full refund. Thank you.

Flight AK5416 Johor Bahru to Kuching.
Departure time rescheduled to 5.05pm on 31 March 2018

I had a very bad experience when I performed my self-check-in at Senai Airport at airasia counter on 31/3/2018. The staff on duty was not only unfriendly and arrogant but displayed her displeasure to us. From her actions, we clearly knew she was reluctant to attend or to extend any help to us. As this was our first experience with the new self luggage tagging system, we asked for assistance but she was so unwilling to help. As we were in the middle of performing the self tagging, she went off to other counter to attend another customer and left us abruptly, leaving us unattended to. And after 10 minutes of waiting, I approached her & ask what is the next step to do, well she just answered me rudely saying "sudah check in, apa nak lagi. Sikit sikit pun nak complain". Oh my god! I was shocked and dumbfounded. I was just asking politely "ada apa lagi nak buat?" Having a staff with such a bad attitude like hers really reflect a bad image of Airasia. With all the self check in, self tagging & lots more which we as a customer have to do our own, your staff should be more helpful to us but sadly, this isn't the case. Too bad Airasia! Should have employ more polite person.
I attached herewith 2 photos of your staff I mentioned above & I sincerely hope your good office can take action to rectify this.

I was attended by Savorn IN at the check in counter desk in Siem Reap, and she treated my wife, Louise Cristine Nascimento de Jesus, and I very badly. We have a connecting flight in Bangkok with final destination to signapore. It is April 4, 2018 at 1:45pm.

First of all, we asked if we could get a window seat and she was not nice at all in her explanation and said that we could not change our seat. We said "ok" and agreed to stay with the seat assigned. After that, we checked in our 2 bags. After we checked in the 2nd bag, we realized that (as we still had 3 kgs of luggage that we could check-In) we wanted to add something else to our bag. The bag however had already gone on the ramp way on its way to the check-in luggage. She got upset that she had to stop the ramp way and told us that we had to walk up to our bag and add more items. If she were a minimum nice, she would at least help us get the bag for us, but she didn't. After that, we were putting a Mosquito spray made of Citronella (a non flammable substance) and she said that we could not check that in because it was against regulation. I looked at the regulation and those products are only prohibited if they are flammable but in this case it was not! So, Savorn In, from not being nice with the seat change, to not helping us get our bag, to being mean and saying we couldn't checkin our mosquito spray, provided us with terrible customer service.

After that, I asked to talk to the supervisor. His name is Chhoung Sam Euon, and he was as rude as Savorn In was. He told me that we could not check it in and that that was final.

Another check-in attendant Tin Sorn, was the rudest of all. He was aggressive and said that we could not check it in and that we should stop insisting. I decided to take all their names and at the end he said rudely to me "go for it. Report us, you will be famous!" This was the worst customer support I have received ever with Air Aisa. I am very disappointed with this, and think you should give each Savorn In, Tin Sorn and Chhoung Sam Eoun a warning and tell them to treat better their customers.

On the 1st of April my Air Asia flight from Kolkata at 7.55 pm was scheduled to arrival at Bangalore Airport at 10.20 pm however I landed at 1.45 am. Instead of landing at Bangalore we were taken to Chennai where the we were waiting so the re-fueling could happen. Why should refueling happen while the passengers are kept waiting. Also the crew didnt seem to have empathy with the troubles we were being subjected to. I am concerned because the delay caused gross inconvenience to me in terms of my commute from the airport to my residence. I would appreciate if you redress this compliant. As your negligence puts the safety of people travelling with you in jeopardy.

I have purchased tickets separately from Bkk to kL and kL to Penang, and I received an e-mail on flying date to said that flight will be delay from BKK to KL, so i called to Malaysia care line to request change ticket time from KL to Penang because of flight from Bkk was delay. Malaysia care line ask me to call to Thai care line to get change, the 1st called to Thai care line she said the system not showing flight delay so not allow to get change the ticket from KL to Penang and also she sent me an e-mail to prove that flying time remain no changing and ask me called back to Malaysia to check again. I did made few calls to both country, I wonder that why 2 country provide different flight information and also want to complaint my 2nd called to Thai care line the way he speak impolite. I wish to get back refund ticket from KL to Penang.