AirAsia
reviews and complaints

Hi Management Department,

I am writing this to the Management of Air Asia with great disappointment at the service I received from this Air stewardess Name Wirda. On 5 May 2023, Friday, 1630hrs Jakarta time. I boarded the Air Asia QZ260 from Jakarta to Singapore. The flight was not full of, lots of vacant seats left. I was allocated to seat 11C, which was an L-seat 11C. When the plane took off I am still comfortable with the temperature but when the plane was at a high altitude the temperature turned out to be very cold with all the Aircon blowing at different angles. I am shivering with cold so I have no choice but to switch to the seat behind me which are 12A window seat and was empty.

After seating a while, Wirda came to me and presented in a very rude tone telling me that these seats are reserved seats, if you want to seat you have to paid Rp90,000. I explained to her that I am seating at 11C and the position was very cold so I am to seats there which were vacant and will shift back when the plane landing. But she insisted if I have to take the 12A seats I have to paid and that’s the only solution. At no choice, I took out Rp90, 000 to fulfill her persistence. My disappointment with her, As a service attendant, in why she did not offer Passengers to take over other seats or to change to a seat that was not so cold since there are lots of vacant seats.

What if I am an old age personnel which can't stand the cold, do you think they have to bear the coldness? I am 50 years old, with the wind blowing directly into my head will cause a headache. Her attitude does not practice & Perform what a airline service attendant must do. Be it’s a budget airline or International Airline, Service airline passenger was to serve the passenger with professional service. Hopefully, The management of Air Asia to look into the matter and informed Wirda to change her Rude tone & attitude to Character. She may have a bad mood on that days but she can’t be bringing it into her work.

Thank you and appreciate your action.
Tan Eng Chuan
Passenger
Flight_ QZ260

Case Number: [protected] - Refund Request Validated S37UJP

I have been waiting patiently for this refund. I was told 30 days from the submission date. It has been more than 30 days. It has been months but I haven't seen even a shadow of this refund. Nope it was not processed yet. It is so difficult to get hold of a live customer service agent from Air Asia, and their hotline number for the Philippines is not working for some reason! It's ridiculous how it took Air Asia only seconds to charge my credit card but it is taking them months to process a freaking refund! All I got are promises and vague ETAs, "Yeah, we are checking on it", "Yes, we have expedited it to the relevant team." Yadah, yadah, yadah. But still nothing! They offered to have the funds be credited to my account and be used for future flights. Certainly not! I won't be flying with Air Asia again! I just need to get my refund back!

Hi Air Asia staff,

I booked for the first time on 12 April 2023 and paid the payment. Later on, On 2nd May 2023, I changed (rescheduled) my flight and paid again.

Therefore, I have been charged double for the same flight.

MY booking No: S84ITT.

This is AVA complaint number with no action - [protected]

I paid for my first booking of 3,713,700 VND and for the rescheduled flight I paid 3,763,200 VND.

I have been charged twice for the same flight due to rescheduling.

Please help me to refund the payment of my first booking which was 3,713,700 VND.

Your AVA is incapable of solving urgent issues. I have been charged with double payment for the same flight. All the available links for customer service are dead or disconnected. Twitter, Facebook chatbot, and AVA, apps entirely failed to respond.

@AVA_airasia

Could you please give me an email address to file a complaint?

Dear Sir

This is complaint regarding missing of cash money 10k from my luggage and also Your executive Manas Gulati demanded money 6500 for sending missing luggage to Ranchi on next flight dated 20th April even boarding already done& on that time there are no any extra money& extra weight found. Our Flight Detail are.

PNR NUMBER:X9Z48k

DOJ-19th April

From: Delhi To Ranchi

Please contact me on this number:[protected]

Hello, I discovered yesterday that there is a payment transaction to your company dated April 22nd in the amount of $139.4 in my account. I do not recall authorizing such a payment. Could you please let me know the details of this payment. I have been out of Asia since February, so I find it strange that the payment was made in Kuala lumpur. transaction number: [protected].

thank you for answer

J Muhlfeit

Dear All, I would like to receive my airport tax refund for the trip that I did not make on the 5th of December 2022. The booking number is valid as per the online chat process. The problem is that I have been asked to contact my agent to process this but I have made this reservation online myself. Don't understand why I am directed to the agent.

Booking ID: R2EU8P

Need urgent assistance as the deadline to apply is coming up shortly.

Thanks

Hello my name is Preethi Muruhaya and I would like to complaint about my case . I made a complaint to airasia in august last year when I booked a ticket online the airasia app for a Malaysian airlines flight but when I reached the airport they told me that it was a ‘black’ ticket, meaning that I could not use that ticket and I had to purchase a new one. My case number is [protected]. I’ve been waiting since august last year but still I have not Gotten my refund. Please look into this now

Hi

I am V A S Prasad Gujjari I have traveled from VTZ to BLR by Air Asia I5-1782 wide PNRGZRC6P along with my daughter G.Krishna Kavya vide PNRO6GC3A on 19th April 2023.

The Tickets are booked from a third party website (PAYTM). First booked the ticket for my daughter under concessional fare of Student. Later booked my ticket.

White booking my ticket the the website by default it is taken the concessional fare. it is happened by mistake only and at the time of boarding. The ground staff is penalized for Rs.2000/- the same is paid vide receipt No.GZRC6P-02 (Confirmation GZRC6P Issued Date: 19.04.2023.

It is happened, because of the mistake only and not intentional. Request to refund the penalty amount under natural justice.

Regards.

VAS Prasad Gujjari

Mobile : [protected]

On 21st October, 2019, I booked a flight for my wife and I (booking reference Y2H4SG) to travel from MNL to MPH on Friday 27th March, 2020 on Air Asia flight Z2 227. Scheduled to return from MPH to MNL on Sunday 29th March, 2020 with Air Asia flight Z2 222. Flights cancelled by Air Asia due to Covid-19 and full refund requested. Still awaiting refund despite several reminders to Air Asia.

My name Ahmad Jali.

Hp No: [protected]

Email: [protected]@yahoo.com

I had flight booking on 18.5.2023 - Booking No: A1W1YF

BTU-KCH -1855

Was rescheduled to 1200hrs on the same day 18.5.2023

I was trying to change my flight to same date but failed, and i intended to choose 1905 flight as I can see in app, that flight is available.

My question is, why Airasia simply change passenger's flight to other flight schedule, although I can see that there was same flight available on that day?

I can see that flight price has been change to RM 135. Why don't you just keep me in that flight? Or just because I book that flight with cheap price and you just simply moved me to other flight?

There is reason why I choose that flight on 1855 hrs-meet my travel plan.

Your new rescheduled flight was not meet my travel plan. I can't afford to change my flight to other flight-except flight later than 1700hrs on 18.5.2023.

This is not fair for me. Please consider

I seek your explanation

Flight: XJ610

Route: Bangkok (BKK) to Osaka (KIX)

Flight time: April 10th, 2023 at 14:00-21:55

Hello,

On this flight, I experienced a very upsetting situation where my luggage was left at my departure country.

For my flight ticket, I bought extra baggage to check in a 20kg bag. On the day of the flight, I used a kiosk at the airport to check in my bag on my own and provided the receipts and tags to the lady at the check in counter. The woman after reviewing these, then proceeded to also check in my carry-on bag and I don't understand why.

When I boarded the plane, one flight attendant took me back off the plane to check my bags because there was obviously an issue with both my bags being checked in. I confirmed both bags were mine and explained what happened during the check in process. After clearing everything up, the attendant then proceeded to rip both off my checked in bag and carry-on. She then told the men (who handle the luggage) that everything was fine now. I asked her and everyone around if the tags being removed was okay because now they'd have no way to identify that the bag was in fact mine without a tag. I picked up the tag to hand to someone and they assured me that everything would be fine and to just leave the tags on the ground (where the attendant carelessly threw them down).

I was told to re-board the plane with my carry-on and everything seemed okay. However, once I arrived in Osaka, my luggage never came through the baggage belt. I explained this to the staff at the KIX airport and they found out that my bag was still in Bangkok. I was told I wouldn't be able to receive it until 2 days later on April 12th.

That forgotten luggage contained all my clothes, toiletries, shoes, etc. Because I didn't have it, I am forced to spend extra money and buy new clothing and supplies for 2 days and I am limited to the activities I can now do because I must wait at home for the 3 hour delivery window because I absolutely must sign for when my luggage arrives.

I do not understand how so many mistakes were made by the AirAsia staff in Bangkok and now I am dealing with this incredibly inconvenience and it is really negatively effecting my trip.

This is even more upsetting since I feel as though this could've all been avoided if someone listened to me when I pointed an issue out.

Dear Sir/Madam,

on 6th April, I was boarded at Kolkata (CCU) vide PNR No- S82YHN.

But, till yet I have not received my baggage or any response from your side.

On 8th April, I have to return from Goa to Guwahati via Kolkata.

Please do the needful for handover my baggage.

Regards,

Subrata Kumar Choudhury

[protected]

fws.[protected]@gulfoil.co.in

Please see a copy of the email below from AirAsia as it contains the information pertaining to my query. I have sent all the documentation requested by AirAsia but no-one has replied to me. See copy of email underneath the first one below. I can't attach the documents again in this complaint because they are in a format that won't upload. Surely you will be able to retrieve the documents from your email system. Please get back to me as soon as possible.

From: Australia Client Support Voicemail

Sent: Saturday, 28 January 2023 7:18 PM

To: [protected]@optusnet.com.au

Subject: [protected] - RE: [PBX]: New message 325 in mailbox 3 [ ref:_00D7F2WjH._5002uemOQU:ref ]

Dear Leanne,

Greetings from AirAsia.

We're sending you this email in regards to your booking TUQNSV. Upon checking, the Credit Account was not able to be processed due to the AirAsia member ID doesn't belong to the passenger. If the member ID [protected] belongs to the payee, kindly provide us a full bank/credit card statement that shows the account holder's name, account number and the specific transaction details to AirAsia as payment proof instead along with a clear photo of the passenger's original passport for verification and audit purpose.

Thank you.

Regards,

Howard

Customer Happiness

AirAsia

ref:_00D7F2WjH._5002uemOQU:ref

From: Leanne and Michael Scott

Sent: Wednesday, February 1, 2023 12:12 PM

To: 'Australia Client Support Voicemail'

Subject: RE: [protected] - RE: [PBX]: New message 325 in mailbox 3 [ ref:_00D7F2WjH._5002uemOQU:ref ]

Dear Howard,

Please find attached the requested documents.

The booking TUQNSV was paid for using my husband’s visa card, from our joint account. I have attached copies of both our cards (with some numbers blanked out for security purposes), together with the statement that shows the relevant transaction and the first page of the statement.

I have also provided a copy of my daughter’s passport that was valid at the intended time of travel. She was to have been the passenger. She is currently awaiting a new passport.

Please advise if you need any more information.

Regards

Leanne Scott

[protected]

I booked a ticket for my auntie and I filled up all the information with her name, birthdate, and gender correctly. After paying the ticket, how come my name was on the guest name and wasn't her? There's an error in your system. I want you to check it in your system. Booking reference WYFZ9K. Can someone help me? I'm sure it's on your system.

Hoping for your kind consideration. Thank you!

Best regards,

Sheen Altamera

March 27, 2023 at 2:15 Z2 flight via KIX Terminal 1 Japan was my flight. I missed my flight due to expressway being closed along SAYO around 9 AM and along KIX at around 1PM. I tried calling the airlines to notify what's going on but there was no way to call to.

I arrived in the airport at 2PM. Air Asia's booth was already closed. There was no staff to talk to. I was not able to take another flight.

I stayed 1 night in the nearby hotel, to try to coordinate what happened but only a CHATBOT to talk to. I was not able to fly. My other concern is my return ticket on April 9th Z2. I am aware these flights I purchases are the lowest and restricted, but the incidents reported were all beyond my control. I cannot make use of my return ticket cause as of this writing I have never left the country yet.

When things go out of hand, their BOT system will only cause more delays and expenses

March 23, 2023 this is an on going complaints!

It's in their protocol that whenever they reschedule flight more than an hour, informing you ahead months before your actual travel, that's the only time that you can make a request for reschedule cancellation refund. And so I filed and even before that I had been visiting their office due to my other complaints " why charge me with MYR currency!" which is so unfair in my part since I made my booking here in the Philippines! And all this complaints are just being ignored not validated even if you are in the right position to do so! The would just email you only after 2-3days that case close! or obliges your to convert refunds to their credit account! If not, you have no choice but to wait a long period of decades unti'l your pateints is gone! Isn't it a rediculous service! obviously their dealings with their consumers are being deceptive and it's an unfair act of their unscrupulous company system! Then left me with no choice but to report them to the authorities as necessary if emmediate actions are not taken. under amended law RA7394 Consumer Act of the Philippines.

Airasia has sent an email that they will process flight cancellation refund since October 2022. 5 months later to the present, the refund has still not yet been processed. Chat with Bo is bloody useless, answered to nothing except for telling me that the refund is still in the process. No way to email or contact AirAsia. Horrendous & terrible customer support service.

Yesterday, i have already checked in via airaisa app so i was about to drop off our check in baggage but rude things happen. i have my senior citizen mother who is with me. (1 check-in baggage (20kls), 2 cabin bags (2 x 7kgs)

*we we're in line but she took the bag of a guy before us who's not in line.*

1. they weigh my check-in baggage and it is only 16.5 kilos.

2. they weigh my mothers cabin bag which is 6 kls.

3. they weigh my cabin bag and weighs 8.8 kilos, i asked in a nice way kf i can just offset the 1.8 kilos to my check in baggage. the girl said NO. so i opened my luggage, the only thing that is inside was my laptop and my jewelry box. they also weigh in my sling bag which is just my phone, cards and sanitizer.

4. the lady said i need to transfer some of my things inside my check in baggae so i did that.

5. when i transferred things, my cabin baggage now is just 7.8 kilos and SHE SAID I STILL NEED TO REMOVE, and need to be 7 kls only. if i cant do it, I NEED TO BUY EXTRA BAGGAGE FOR THAT. that is what she said.

6. i did what they asked me and TO MY SURPRISE, when they weigh in my things again before entering the boarding lounge, it is just 11KGS! 11KGS!

7. my main concern here, is that the weighing scheme is not VERY consistent, super rude service crew, and most of all the consideration that i have a senior citizen, i just sliipped what she did to my mother but i hope i can have outcome here.

I booked 8 Flight tickets but on 6 of them the passenger country of origin is wrong. I have been trying to change it for ever. You can't speak to an agent. Can't get hold of anyone on any number provided on AIRASIA site. No email seems to be answered. "Bo" the AIRASIA assistant is useless. The AIRASIA APP is absolutely the worse APP in the world to work with.

This happened during the 4pm flight from Bali to KL on 12 March 2023.

1) I was seated by the window at the emergency exit row. The flight attendant (Anastasia) saw my small sling bag on the empty seat in the middle & told me to put it in the compartment (which I did, after understanding why I had to). She was authoritative & unfriendly.

2) Then came a passenger who had the aisle seat. A couple of the flight attendants almost went gaga when they saw her (including A). This passenger got special treatment & seemed quite entitled:

- She treated the empty middle seat like it was hers (placed her big handbag on it after take off, used the table).

- Shut the window even though I had the window seat (I paid extra for it).

- Before landing, A saw her handbag on the middle seat, rushed to give me an order because she thought it was mine. When this passenger mentioned it was her bag, the flight attendant felt embarrassed & laughed (did NOTHING about it).

- The woman was also allowed to use her tab until touch down (she was watching a movie/show).

I don't care if this passenger owns the plane or company. The same rules should apply to everyone. I also didn't fly for free, so some friendliness & respect should have been given.