AirAsia
reviews and complaints

BOOKING NUMBER: SN98HT
I had booked a flight a few days ago with Air asia i used my card the first time and the transaction was declined for around £290 i called and was told.to make another booking which i did and the price came to £350 £60 more expensive i only realized this after i had made the payment i tried to call emmediately to have it cancelled and no one in cistomer services could help me. Tbis is unaceptable as the time scale was not even 1 hour after booking. I would lile to request a full refund.and will be notifying the Civil Aviation Authority as there must be a reasonable cooling off period for customers.

Dear Deveniswari,

Inspite of follow-up, i have not yet received the refund for my booking as confirmed by you.

Request you to pls look into the matter urgently and do the needful.

In case you require any details do let me know.

Thanks n Warm Regards,
Shweta Kulkarni
Cell no. +[protected] / +[protected]

From:AGSS Refund Support
Sent:Sat, 26 Aug 2017 16:03:30 +0530
To:Shweta Kulkarni
Subject:Regarding Refund Booking Number : < JLBQJG>< ORQHYE> CRM:0574298

Dear Customer,

Good Day,

With regards to your request for booking number < JLBQJG>< ORQHYE>

1st booking number :< JLBQJG>
2nd booking number :< ORQHYE>

Kindly be informed we will proceed refund for 2nd booking number :< ORQHYE> and please use 1st booking number : < JLBQJG> to board.

Appreciate your confirmation.

Thank you and have a nice day.

Best Regards,
Deveniswari
AirAsia Refund Support Team (RST)

Saya refund tiket dngan kode book NHSWNS tiket PP bali jkt
Saya sudah ke air asia nya secara lngsung saya sudah dimintain no rek no tlp email dan memang saya pesan tiket melalui travel agent tp dari awal saya yg melakukan refund dan memang pihak travel tidk mau bertanggung jawab tntang refund tiket, dan akhirnya saya pribadi yg melakukan refund tp knpa akhirny2pihak air asia tf ke travel saya bukan ke rek saya?kan disini saya yg melalukan refund, dan sekarang pihak travel tidak mau bertanggung jwb krna emng dri awal pihak travel sudah lepas tangan
Kalau kyak gini saya harus minta duit refund saya ke siapa? Travel sudah block saya pihak air asia jgn lepas tangan gini dong

Dear malaysia air asia
we did write for you 3 complaint about my broken baggage(lost 1 wheel). My lug was bought over 100usd and we bought 4 ticket of ak flight. Just after the first coupon we receive a broken baggage that we can not fixed. We writed complaint many times and just receive auto email from air asia without any solution for us. We want to claim the amount that i bought my lug

Hello,
I purchased flights to denpasar from perth and return QZ535 and QZ544 as a way of improving my relationship with my then partner. We have since seperated and gone our seperate ways. All I am asking for is for Air Asia to change the name and gender on her ticket to that of one of my mates Jacob Maguire. Ideally I would like a credit so i can book another holiday (I do not want my cash back) however I understand that is difficult so a name change on Norelle Reindls ticket will be appreciated.
Thank you

จองตั๋วbooking เดียวกัน นั่ง 2 คน ตอนที่สุ่มที่นั่ง ระบบควรรู้มั้ยคะว่ามาด้วยกันเพราะเลขbookingเดียวกัน แต่นี้ให้เรานั่งแยกกันคนล่ะที่ คือถึงไม่ได้เสียค่าใช้จ่ายในการเลือกที่นั่ง แต่จองมาพร้อมกันคุณควรให้นั่งด้วยกันมั้ยคะ เรื่องนี้น่าจะคิดได้นะคะเพราะ bookingเดียวกัน ควรปรับปรุงเนื่องนี้นะคะ เพราะเราคิดว่าคงไม่ใช่แค่เราที่เป็นแบบนี้

Hii team yesterday I am treavlling to air asia goa to delhi flight the flight no is-i5797 and my pnr no is - ard96b my name is pankaj kumar and and I am booked 4 ticket I am calling your cabin crew members 3 to 4 time and your cabin crew members are not coming to then 1 hour pass and your members are not coming after 1 hour 1 crew member is coming and he has arrgument with me and abusing me he is name is ayush your staff is poor plss see the case and strict action to her [censor] staff of air asia cabin crew plss stirct action to her and contact me my no is [protected]

I Am absolutely furious! I booked the wrong flight by accident and I can't even receive a refund! What kind of airline is this! I wanted to cancel it almost instantly after booking when I realised my mistake! I want a refund! I should not be loosing my money over an incorrect booking. Every other airline gives cancellations and refunds. My email is [protected]@gmail.com
I expect a reply

my is viswanath sigh,
today boarding bangl to hyderabad .
we are journey with my family bngl to hyd.
we are attend exat time attend.
so many passangers takeing selfy photos, we are also takeing photo with my family selfy photo.near flight steps air asia gaurds objection we accepted and deleted the photos. before passanger not deleted.
ok .some air asia gaurds or secuierity i dont know, talking rash like rowedy type behaviuor and use bad words loose talking.
no respect no respone. pls enquiry after action.
in one hand takeing bag and my small kid takeing with arm.

I wanted to change my flight to 1 day earlier from 10/10/2017 to 09/10/2017 and have tried to do it 4-5 days ago in "Manage my booking" but the function "skip to select seat" did not work when selected.
I've call the call centre to advised the issue and was told by the Manager (Mahha) to wait for IT team to rectify the problem but yet to be rectified until now.
I've call the call centre everyday trying to get an update on my situation as my flight was getting closer and was told by the manager to keep waiting as the IT team is working on it. Up to yesterday at 07:38am the low fair of $206.38 was still available.
I keep calling and mentioning to the manager that my flight date is getting closer and need to have this resolved asap before the price goes up and I won't be able to book that flight for that price anymore but the manager insisted that I wait and needs to trust him to have this rectified for me otherwise he will arrange other alternative for me to fly on the 09/10/2017.
This morning when I called again the manager ask me for my password to my account with AirAsia (not sure why) so I've given him the password.
Up to now (3:00pm 06/10/2017) I've called again but the issue is still not resolved and the fair has gone up to about $1000 and the manager said there's nothing he can do about the fair price and all he can do for me is I just book my flight and he will add my ASR after I've secure the flight.
If he had told me this when I first spoke to him 3-4 days ago then there wouldn't be any issues to complain about because I would have booked the flight for the price that I wanted and he can just add my ASR onto the new booking.
I have taken all relevant screen shots everyday that I've tried to book my tickets and the issues was not rectified.
I have attached a photo of the screen shot taken on Tuesday when called up about the issues and I have also sent it to [protected]@airasia.com
I'm hoping something can be resolved before my preferred flight date on the 09/10/2917 but I don't have much hope in this at the moment as it's only 3 days away and tomorrow is the weekend.

booking number : NMNT5K
Flight Number : D7 373
Date of flight : 28th September 2017 (1430pm)
REQUEST FOR AN APOLOGY FROM YOUR FLIGHT ATTENDANT

On 28th Sept 2017, flight from Taipei Taoyuan International Airport to Kuala Lumpur International Airport 2. I am extremely frustrated towards your flight attendant behavior. Her name is Pegah.

Before we actually allows to board, your crews who was with us at the boarding gate was indeed, unprofessional. Loud and shout and giving orders to passengers? Low. as in quality of your crews.

As many others still queuing, I already boarded the plane and was leaving a text to my parents to tell them i have finally boarded after a slight delay. This flight attendant name Pegah, was carrying her regular checking. When she approached to my seats, she turned back and said 'Cuse me' and eyes to my phone back to my face and finally said 'off', very arrogantly. It is fine if she never use her hands to remind me to switch off the phone. But it is extremely rude for me to use her eyes instead. 'Cuse me, off' with her eyes looking back and forth from my face to my phone. I stared at Pegah to see if she noticed what makes me feel extremely uncomfortable. She widened her eyes when i stared at her. apparently she doesnt know she was being rude to me. Wrong person, Pegah. She only leave when i look at her name badge. Shouldnt your flight attendant to say 'please switch off your phone now'

This is my worst flying experience. Excuse me... She is just a flight attendant at that position. I am the passenger which makes it real reasonable for her to provide service to me. Why put your flight attendants on duty if she is not ready. Did i choose AirAsia for this [censor] treatment.

I demand for an apology from Pegah. I do not ever deserve this treatment. Even my boss dont give me that face. Do Tony ever give you faces like that? Excuse me, you work for me? Does he?

And you people keep on asking me for a case number. after each and every of my submissions, there is no case number given. So that is my problem again? It shows 'Thank you for you feedback. We will revert to you very soon'. If i have already express my anger in so many different platforms, why cant you people just lodge a complaint for me and give me a case number so that you people can 'follow up' and 'investigate' .
Full of jokes. Inflexible. Inefficient. Thats what AirAsia do best huh.

Conclusion, I am extremely frustrated for this treatment by Pegah. I demand for an apology from Pegah, personally. She needs to understand that her being a air stewardess with such rude manner doesnt make her a 'somebody' Flight attendant is always the flight attendant. It doesnt makes you a super model, wake up Pegah The Lady.

My name is Rijo George Kappen, travelled from Kochi, India to Melbourne on 16/09/2017 on AK 38 Air Asia flight with booking reference number : TLQ73N. I have sent some of the fragile items through a different counter as per guidance from staff from Air Asia but however I have noticed that no stickers indicating that those items were fragile were placed on luggage and I have informed staff about same at time of checking in at airport in Kochi -they told me that it's already been noted.When I arrived in Melbourne I have collected my luggage and when I opened the package I was so disappointed to see the conditions of the fragile items -some of them were completely broken.I also had one of my suitcase damaged resulted in falling items from bag. It had cost me more than 350 dollars worth for the above mentioned loss.

Hi Good day!
I had a flight last August 01, 2017 flight details Z2101 from Clark to Kalibo at 1:35pm. They inform me around 10:50am that my flight was cancelled. Then I requested a refund but until now I did not receive anything it’s been more than 2 months!

RE: Booking No.: NLLSGT

We are in the midst of validating your request for refund. Here is your case number for reference:
CAS-[protected]-56Y2HD. We will revert to you soon.

Kind Regards,
Customer Care
AirAsia / AirAsia X

Note: This is an auto-generated email. Please do not reply to this email thread.

My family and I have been travelling with AirAsia, yet none of our flights were punctual. My sister had a flight from Subang to Penang, it got delayed for almost an hour. I am currently lining up, waiting for my flight (AK6111) which supposed to be on 8.25am but again, it's being delayed nearly half an hour. And thanks to that, I may have to run and rush to my interview, with a sick body.

It's good to see AirAsia has grown and have good reputation in terms of offering cheap flights, as they said who they were. But having constant delayed flights is actually unethical! Imagine if you're in a tight situation where you have just enough time for your appointment, and your flight got delayed, it might affect your whole career.

I am disappointed to see a successful company in Malaysia to this culture. I hope AirAsia could improve this matter as soon as possible.

Dear Team,
I was Traveling through Air Asia only from Kualampur to Jaipur ..
I was having layover of 2hr 05 min in Bangkok..
Flight Details were from Kualampur-
FD320( Flight no) and PNR- FJ37QP
This flight took off by 35-40 minutes late of Scheduled timing..
We arrived late in Bangkok almost 40mins.
Visa and Immigration took sometime i.e
30-35 minutes..
When I reached on Air Asia counter for check in for the flight FD130 AND PNR is A LL36VZ at 19.10
They said flight is at 20.00 and you have to come before 1 hr for check in.
It was notmy mistake and Air Asia flight was late from Kualampur.
It was the Pathetic service which I have ever experienced in my life, will never travel by Air Asia.

Kindly refund my money for the untravelled journey.

Everything was smooth with the ground staff helping me check in my baggage in KLIA2 flight AK382 KL to JKT. When I went in to immigration. An Airasia staff called me out with my shirt “ACDC”. I didn’t mind this coz this was on my shirt and he asked me to weigh my stuff. It was 10kg so I have to check in my baggage. This guy went to talk to his workmate and laughed and I knew it was about me coz he was saying “ACDC”. Again, I didn’t mind this. I pretty much tolerate maniacs and perverts coz they simply dont need attention and I am at fault with my excess baggage. So I went to check in my baggage and this nice lady at the Airasia counter gave me a better solution and she made everything smooth. I took out 3kg to my baggage coz I have a check in baggage with 16kg and I paid for 20kg. So it went well. I have 7kg handcarry now thanks to the lady by the counter. Then, I went back to get inside immigration with these 2 guys smirking at me like maniacs and he called me out again “ACDC”. This time, it got annoying. I weighed my bag and it was 7kg. The other guy said its good to go inside and I smiled coz I was happy to finally get through. Then this annoying maniac guy looked at me and smirked and said okay. When I smiled, he shouted “you should place your shirt right!” and laughed with his partner. I checked in early by 7pm-8:30pm on that time those staff are assigned in KLIA2 gates PQ and L. I dont really complain but this one is harrassment. Shouldn’t your staff be professional? I fly airasia all the time and I never had a problem with the staff or I tolerate somehow. But this one is too much. I’m a travel blogger, fashion enthusiast and a social media influencer with a lot of followers and I dont tolerate women harrassment. Nobody needs to be harrassed even while traveling. I wanna scream back but I was trying not to make a scene. But if I wont get addressed by the management. I’ll take this to social media. This needs to be heard!

Yesterday i check in at klia2 with 2 luggages. However i noticed there was only 1 luggage barcode at my boarding pass. I asked the staff which was an indian lady at counter t15/16 but she simply said she forgot but its okay and did not give me any reassurance at all. I lost my luggage once before and the satff checked the barcode at the boarding pass to find where the luggage was. So i was very worried that something similar might happen again. I think it was very unprofesional of her to treat customer that way.

Afterward i board flight AK5192 around 530pm as the flight was delay. As i was seating at my seat i noticed the seatbelt was loose and can easily be detached with 1 pull. I told the stewardess ( a blonde hair lady) but she simply said its okay and told me to just fasten it (despite i told and showed her the seat belt was not functioning). I was mad and make a complaint. Only then she came and offered for a change of seat. I am very dissapointed since there was no proper check up done to look for any problems with the safety before departure. I am also very dissapointed as the cabin crew did not care about the passenger safety. The was no need for AIRASIA to keep repeating about passenger safety through out the flight if the flight is not safe at all.

I hope something can be done towards this problems. The staff should be properly train to deal with the customer/passenger. Thank you.

Hi AirAsia team,

I don't think I've ever submitted a complaint form before, as I'm a pretty tolerant customer and easy to please. But this incident upset me a lot, enough to want to let someone know so some improvement can be made.

Having taken a midnight flight from Tokyo to KL, I picked up my luggage and checked in again for a flight to Kuching.

The lady at counter S9 was not pleasant. After I loaded 2 out of 3 pieces of my luggage on the conveyer belt, she said something in Malay, and forgive me, I've been studying and working in Australia for the past 8 years, so my Malay is not exactly up to scratch (especially when spoken quickly). When I smiled at her in incomprehension, she raised her voice(!) and said ''You have to take the old tags off, MISS!"

I was slightly shocked at this belligerent tone. I've flown Melbourne - KL - Kuching a few times and I've never been asked to do that. In the past, the check-in staff tear off the old ones and put on the new tags in one go and I don't recall having to tear them off for them.

So she stared stonily while I tore the old tags off all 3 pieces of my luggage, not helping even with the one furthest out of my reach on the conveyer belt. Then in an abrupt tone told me to take away the 2nd piece of luggage. When I looked at her in confusion, she continued in the same tone saying that only 1 piece of luggage can be loaded at one time (to be weighed).

After I did that, she then commanded I pick the 1st one up too. And she placed a grey tray on the conveyer belt and said to put the 1st piece in the tray. Feeling frustrated at this point, because I felt like she was treating me like a luggage mule, I burst out ''Well, why couldn't you do that?'' She didn't reply and just processed my luggage.

As a dentist, I have to practise empathy with my patients. Having received rude/ abrupt treatment like that from someone who is supposed to be in customer service really baffled and annoyed me. At that point, I would have preferred apathy from the lady over her belligerence.

I would have been happy to comply with the tags or helping her lift the luggage if she had been friendlier. I felt very undervalued and disrespected from the experience.

I'm not pettily seeking disciplinary action from lodging this complaint. I just hope that it can bring to attention the importance of customer service, and perhaps more training or awareness is required.

Thank you.

On date 2 OCT2017 time 11.10 pm as flight schedule time, as normal it flight again delay time 11.50pm .
QZ123 staff screw NO make final reminder for calling passages on board boarding and I was carry the boarding pass already. there was NO staff staying in front desk even the time just 11.30pm to 11.40pm
My advise, front desk counter must always had staff until the plane flight or take off.

Dear Sir / Madam
I am writing you this email to bring to your notice about one of the most agonizing and painful experience that I faced being a customer of Kiwi.com with Jet Airways and Air Asia. This incident is about how I got stuck in an unknown country with zero support from any of the staff at airports in multiple Indian states. The purpose of this email complaint is to demand an explanation and reimbursement for the worst customer service provided by Kiwi.com as well as the incompetent staff at the respective airports and airlines (Jet Airways and Air Asia) who made this the most painful experience.
To make this easier and to understand better, below is a chronological timeline of events that would summarize the issues faced by me that I wish to put forward with you.
To start it off please find my booking reference number from Kiwi.com: 3521375
My original itinerary was to travel from KUL to BOM via Air Asia and then change over to Jet Airways to catch a flight from BOM to DXB on 19 September 2017. These flights were booked on your website Kiwi.com
 19 September first segment of the trip was the 19:10 flight XT852 from KUL to BOM via Air Asia. We boarded well on time at exactly 18:10 but due to unknown reasons not stated to us, we departed only at 20:45 which was really much delayed as I had to arrive at 21:35 to catch a flight from BOM to DXB through Jet Airways on 20 Sept at 01:55. I got worried as I may be late for the next flight and it takes 5 hours from KL to Mumbai. However, due to the bad weather condition, heavy rain fall and an accident of Spice Jet that got stuck in the runway in BOM Airport, we were forced to reroute to MAA (Chennai) Airport. All flights to Mumbai airport got cancelled including my flight to Dubai and the airport was shut down temporarily. We landed at MAA Airport only at 01:45 on 20 Sep.
 20 September, – 01:45 to my surprise there was no alternate arrangement in place for transit passengers in terms of food, accommodation or a next flight. There was a gentlemen who was handling the stranded Air Asia passengers and his name is Lindo Poulouse, Bhandra employee # 7430. We went to the immigration in Chennai to request for a visa for us to have access to the hotel that Air Asia provided. But as per the immigration, all transit passengers will not be given or issued visa as it is the airline’s responsibility to book a flight for the passenger bound to their last destination. Lindo went to Jetairways/Etihad counter in Chennai but unfortunately there was no flight available. I really needed to fly to Dubai at the earliest that day as I have flight to Armenia at 18:45. Lindo forced me to book a flight from my own pocket if I really need to fly on the same day. So I booked AI905 departing at 18:45 pm through Air India that cost me AED 1, 300 as all I could think of is to go home. I called Kiwi.com customer support in Netherlands to ask for an advice as well. I used my Dubai postpaid (Etisalat) number as it left me no choice as there was no phone to communicate international. Kiwi gave me 3 options. First, book a flight on my own and they will refund 246 euros. Secondly, they will rebook a flight for me from BOM-CMB-DXB. Third option, they will refund the full amount of AED 4009 but there’s no guarantee that this will happen. I chose 3rd option as I already booked my flight thru Air India from BOM to DXB. I gave my booking reference number to Lindo and he went to Air India counter. He came back after an hour and a half with a very disappointing news stating that Air India is not accepting transit passengers. I got really upset and frustrated as he gave me wrong information and even forced me to book that flight through Air India which cost me an additional EUR 300 / AED 1300. He just looked and nodded at me as he doesn’t have answer to tell me as to who will refund the money I wasted for no fault of my own. He was saying sorry but sorry can’t do anything as I really need to fly to Dubai! But then, I knew the fact that I will have to cancel my Armenia trip and just wait till we get transferred to Mumbai. This again making me lose my flight, hotel and local tour bookings worth a total of AED 1585. Lindo informed me that Mumbai Airport has now resumed their operations and we will be transferred at 19:00. Hence, I called JetAirways, I provided them my booking # and flight details that got cancelled and asked them to rebook it. They gave me available flight details as of 20:55, 22:55 and Sept 21 01:55 and sept 22 at 20:00. Since we will be transferred at 19:00, and I really wanted to go home, I rebooked my flight at September 21, 01:55. What pissed me off more is the fact that there was ZERO support as we were not provided with any kind of accommodation or food since we landed until 17:00 which made it 18 hours without anything. I have wasted my money to book a last minute flight that went down the drain, my racked up a high postpaid phone bill calling every source possible to get this issue sorted out. I even begged the staff Lindo for food, he didn’t have to give me free food, but at least when offered to pay him in USD to buy me food from outside he was of no help whatsoever. The basic humanity was lost here and we were treated worse than animals by this Air Asia staff. He refused to take my money and told me they will provide us with food. They only gave food after 18 hours of waiting and sleeping on the floor when we got out of the arrival area.
 20 September, 18:30 – while waiting for departure, Lindo gave me access to lounge to have food. Afterwards, we boarded only at 19:00. I started worrying as I had to catch my rebooked flight to Dubai from BOM at 01:55 and had an eerie feeling that we may get delayed again. We were supposed to depart at 20:00, unfortunately we got delayed due to an incident inside the aircraft. There was 1 passenger they had to deplane as he molested one of the flight attendants. We departed only at 22:30. I understand this was an unfortunate incident, however got really disappointed as nobody was offering support and help for passengers who were delayed to catch their next flight forward. I spoke with the 1st officer and ask them to call the transfer desk in Mumbai and tell them that I have a flight through Jet airways. The pilot was really cooperative and he did call the transfer desk and informed them about my delay.
 21 September, 02:30 – we landed in Mumbai Airport. I rushed to the transfer desk as I was already so late for my flight to Dubai. Lots of people were in there at that time. I informed them that the pilot from our flight informed them that I will be coming late. They acknowledged the same too. I got worried but once I checked the Jet airways website and saw that my flight 9W 580 was delayed and was changed from 01:55 to 05:15. This gave me hope that things will get sorted soon and I won’t face any issue of rebooking etc. I asked the Jet Airways male staff and the other lady (wearing green uniform in the picture attached) who were in the transfer desk to issue me a boarding pass. I begged them to give me one and if ever the flight is cancelled or delayed, I would just be in the boarding gate and wait there instead of waiting in the transfer desk area with no food and proper place to sit down. They still refused to give me one as they told me my flight is not delayed but cancelled as per their system. I got really angry and I begged them but they really refused. They even pointed their fingers to me especially the lady in green uniform saying that if I really wanted to fly as soon as possible I have to book a flight from my own pocket for which I will never do again! Their system was down and they added that they will rebook my flight once their system resumes if I wanted to wait. I wanted to call international but could not as I had already exhausted my monthly limit of calls whilst stuck at Chennai airport. Instead I registered for data from postpaid provided and chatted with my sister who works in HTC as CRM. I seek an advice and I asked her to call Jet Airways if the flight is really cancelled. She told me that as per Jet Airways customer support, 9w 580 was not cancelled but only delayed. But added that if the airport told me it is cancelled, it may really be cancelled as it was real time. So I approached the transfer desk it was around 05:00 and informed them I will wait till they rebook my flight.
 21 September, 08:00 - One jet airways lady staff came for rebooking our flights. When I gave her my booking number, she was surprised and told me that my flight was not cancelled but only delayed. I got really angry and pushed me off the limit with the lady in green and the jet airways guy as they have misinformed me and even refused to issue boarding pass despite me begging them so much! The Jet airways lady staff ask the previous where they have gotten the information that my flight was cancelled. They answered that they saw it in their system. She asked them to show her the details. Shockingly, they were looking on SEPTEMBER 20 flights where it was already SEPTEMBER 21 and my flight was rebooked for September 21 when I was in Chennai! They could not tell a thing after that! And I got really frustrated! I demanded them to rebook my flight. But they did not do it! The lady in green got mad as well and pointing her finger to me saying that she’s been telling me since morning that if I want to fly as soon as possible I have to book from my own. I asked her name but she refused to give it! She’s the most unprofessional airline staff I have ever met! I’ve been telling them and showing to them the jet airways website that my flight was only delayed but they were not believing to what I was telling and showing them! Even the Jet Airways lady staff sided with them and refused to rebook my flight to protect the interest of her staff as compared to a stranded lady passenger! She was saying that the aircraft was already on the way to Dubai. It had departed from Mumbai at 06:30 and will land in Dubai at 08:30! This was literally a nightmare as was stuck with inconsiderate and incompetent airline staff from Jet Airways who were making this the most inhumane experience I have ever faced! They really did not rebook my flight and just left me with no support or help! I sent message to my sister again and my brother. I asked them to call Jet airways. My brother called Jet Airways USA thru skype. He told them about my disastrous experience in Chennai, and with their inconsiderate staff in Mumbai! Within 30 minutes, they consider to rebook my flight. Unfortunately there was no flight during that day from Mumbai-Dubai and they only have on September 22 at 20:00 which I cannot wait as I have been in the airport for almost 30 hours with no proper food or accommodation! Since Jet Airways are partnered with Etihad, they rebooked me on the Etihad flight EY203 from Mumbai to Abu Dhabi at 21:35. I got no choice even though I have to wait for almost 13 hours as it was the earliest flight they had.
 21 September, 10:30 – the jet airways staff, the lady and the male, as well as the airport staff lady in green, the 4 of them were off duties. They have left without even asking for apologies! Very unprofessional! 2 new jet airways male staff came and I showed to them my ticket. They confirmed that I am on that Etihad flight. I waited until 15:00 till they have issued a manual boarding pass for me to have access inside and have some food. We boarded at 20:35 and departed at 22:00. I arrived in Abu Dhabi around 02:00 on September 22, 2017. The staff of Jet airways did not have any courtesy or heart to help their passengers out. I was no left with no option but to flight to AUH and arrange my own transport from Abu Dhabi to Dubai just to get home!

To summarize, this was the worst travel experience I ever faced in my life. I very well understand that natural calamities like heavy rains, or unforeseen circumstances like plane skidding off runway making the airport unavailable are all incidents we have no hold over and is not purposeful. But being stranded at an unknown country as a passenger all I am requesting was for basic assistance with food, accommodation, and accurate information on how to solve issues. If the staff of the airline themselves are not well informed and do not have accurate knowledge on such situation it makes it very difficult for us as passengers as we are completely dependent on the airline staff and airport staff. I would have applied for a transit visa to make things easier, however was informed by Jetairways staff that if the waiting period is less than 6 hours with no check in luggage then this is not required.
As a customer of kiwi.com I really request you to look into this matter with utmost urgency. Being an esteemed website where a lot of passengers come to book flights, I strongly feel you do have responsibility to assist passengers with your partner airlines to sort out the issues faced. I have attached herewith as well all the photos during these incidents for your reference.

Break down of extra cost involved
Air India AI905 Flight Rebooked due to wrong information by Air Asia staff – AED 1300
Armenia Trip cancellation (Flight tickets, hotel and tour reservations) - AED 1585
Etisalat Post Paid Telephone Bill – AED 1800 (local SIM card could be not be purchased as we were kept near immigration desk and we didn’t even have access to food)
Lastly, if no positive / strong action is taken by Kiwi.com, Jet Airways or Air Asia I have no option but to publish this on the social media and take legal action if necessary.
To end this I have full faith in Kiwi.com and believe in the fact that you would give importance to customer service and assist them getting the justice deserved from the partners you work with. This would strengthen the relationship between the passenger and your company.
Await your prompt response.
Regards,
Regene Macatangay Misa