AirAsia

Dear Sir/Maddame

I am writing to you in accordance to the issues we experienced when trying to check-in to an AirAsia flight.

On the 19/6/2017 myself (Makenzie Robson) and partner (Jack Phillips) were due to fly on the 10:00am flight D7220 from KLIA2 to Sydney Kinston Smith. We joined the check-in que at 8.15am and queued for 35 minutes before reaching the check-in counter. We each had 2 bags to check in, which had previously been paid for online. I had one 30kg suitcase and one 40kg sports bag and my partner had one 30kg suitcase and one 30kg sports bag. Both Suitcases were checked in successfully and my partners sports bag was also weighed, tagged and given back to us to take to oversized baggage. Our boarding passes were also given to us with assigned seats for our upcoming flight. The problem then began when I put the final bag (40kg sport bag) on the scales to check-in. The lady behind the check-in desk informed us it would not be possible to check my bag in as it was too heavy and I would have to buy a new bag. As we had already travelled with Air Asia from Japan for the first leg of the journey with no baggage problems we questioned the matter in which she responded that she would check with her supervisor. During this time, I went to the closest shop to find something to transfer the weight in to, and came back with a cardboard box. Myself and my partner both began distributing the weight from my sports bag and tried to get the attention of the check-in staff who had been over by the customer service counter for 10 minutes speaking to her supervisor. When she returned, she then proceeded to tell us that she would not finish our check-in as the final bag was too late and consequently we would be missing our flight.

Never before have we experienced such bad customer service from a company, and a total disregard for customer care. Flying internationally many times a year we have never heard of a company or experienced such bizarre behaviour, in that, it is ok to start a customer check in, hand them over boarding passes and then cut it off before loading all bags and close with no prior warning. After speaking to other members of AirAsia check-in staff we learned this problem could have been well and truly avoided by calling through to the baggage department and informing them there was one more bag to load the plane. Not only did this member of staff cut off our check-in when we had not finished without notice; when speaking to her about how unhelpful and flippant she was being, this member of staff advanced to standing up and shouting aggressively towards us over the check-in counter in front of other passengers waiting to board AirAsia flights. This was utterly ludacris behaviour from someone in customer service and also highly embarrassing and unprofessional when representing AirAsia.

After being parred off to the service desk without much help, we were then made to pay for a new change of flight in to Sydney. Not only were we disgusted with this behaviour it also meant the next available flight would not land until 20/6/17 at 9.45am. This then had severe consequences with our travel plans and could have cost us our new jobs we were flying to Australia for.

The consequences are as follows
- A missed nights accommodation in a Sydney hostel which we still had to pay for
- A missed non-refundable bus connection from Sydney to Jindabyne for the following day
- A new bus connection from Sydney to Jindaybne for 21/6/17
- Uber taxi fares to new accommodation
- An extremely important induction for our first day at work in new jobs.
- A days paid induction
- And an unbelievable amount of stress all due to the disregard and misconduct from this member of staff

Due to the mistreatment we experienced, we are writing to claim for full compensation on

- The original flights D7220 we were due to board from KLIA2 – Sydney 19/6/17 @ 10:00am – 71, 834 JPY
- The change of flight fee from KLIA2 – Sydney 19/6/17 @ 11.45pm - RM600
- Food costs incurred in KLIA2 - RM55
- A cancellation fee for accommodation in a Sydney hostel - $19
- A new bus connection from Sydney to Jindaybne for 21/6/17 - $160 AUD
- Uber taxi fares to new accommodation - £62
- 4 hours paid induction at $18 AUD per hour for both passengers - $144 AUD

We are seeking compensation at today’s exchange rate for a total of

£862

Many Thanks
Makenzie Robson & Jack Phillips

My name hema. I booked a flight ticket from auckland to sydeny then sydney to kuala lumpur and to cochin. When I was reached sydney airport at the time of check in the lady in the counter told me. I need to pay for luggage to kuala lampur. Then am ready to pay after that she told I need to pay till cochin, india also. I was already paid for luggage when I booked the ticket. She mentally harrased me a lot and torturing me. Its my first journey in flight, I did n't travelled before. But its totally rediculous. Then I removed some items in the luggage then she told I don't need to pay. I lost my items and when I reached cok (Cochin) I was missed my luggage. Then I catched the flight I booked meals also but they didn't serve meals to me they said I need to pay again. It's really [censor] airlines and staffs also mainly the lady in the counter sydney airport.

I am travelling from KIX to CGK, transit through KLIA2. On 8 july 2017, departure time writtened on the ticket are 9.50am, got delayed to 1.15 pm on the same day, we enter the gate on 12.25 pm. As soon as we enter the gate waiting for boarding, they announce that our flight will get further delayed to 2.35 pm on the same date.
From 9.50 am to 2.35 pm is about 4 hour and 20 minutes delay. Though there are no laws that provides remedies for this kind of things happening in asia, it is illogical by delayed twice witha total of 4 hour delay. While other aeroplane by airasia going to the same direction didnot get delayed, what am I asking is What is the reason behind our delays? While other air asia aeroplane going to the same direction departed, according to schedule. Will we get compensation due to this matter?

Air Asia asked me the details for the refund process one month back. I gave the complete details but still havent got refund and no updates. Below is the mail:
Dear Guest,
With regards to your refund request for booking number , kindly furnish us with passenger or contact information bank account details for us to expedite the refund.
1. Bank Holder Name - (Must be Passenger or contact information)
2. Bank Name -
3. Bank Account Number(Digits number)-
4. Bank Branch Name (Mandatory) -
5. Country of Bank -
6. Bank Swift Code (Mandatory) -
7. IBAN Code (For Europe)
8. IFSC Code (For India)
9. BSB Code (For Australia)
10. Sort Code (For UK)
11. Fed wire Routing Numbers (For USA)
12. Booking number –

Should you have further enquiries, please refer to our website by following this link:

http://www.airasia.com> select country > select language > Help & Info > Contact Us.

Thank you for your cooperation and we look forward to serve you better in the future.

Kind Regards,
Nur Syamimi Binti Zulkafli
Refund
AirAsia

I traveled on airline AK536. Flight D7207. Not only was the flight delayed but they did not load on my bag at Kl. Staff at Kl at the scanner patted me over just because my belt had a small buckle . Which was no problem at Auckland airport or Goldcoast. I was already jet lagged and did not appreciate it.
In Phnom Pehn I had to return in the evening to pick up my bag, that flight also delayed by one hour. When I received my bag it had dirt and grease marks on it Obviously roughly handled. I'm vey disappointed with this airline.!

I have talked to 6 of their live chat call centre people and they easily either wait till the session times out on you or they cut off the session.
I have logged 4 case numbers with them :
Cas-[protected]-x5lw78
Cas-[protected]-ql7gg5
Cas-[protected]-28ydz7
Cas-[protected]-2njc7q

You cannot talk to their managers or any other people in charge at all.
Also we had a connector flight and the meals were provided on the wrong flight.

Writing this complaint as me and my partner have had the worst experience we've ever had on a flight, and I believe that if nothing is done you will not only loose us as customers but many others as well.

We had an overnight flight and endured constant over the speaker instruction and update throughout the whole flight, as well as constant food trolleys with extremely poor timing, most coming at 1 - 4am local time. The lights remained bright and on the entire flight making it impossible to sleep. The plane was also absolutely freezing even with jumpers and warm clothing which a lot of others complained about also. My partner, seated in an aisle seat, was knocked by the oncoming food and rubbish trolleys 5 times throughout a 6 hour flight with no apology from the hostess whatsoever. Also, when asked if we were able to fill up a water bottle, which we had no problems with on an opposing airline, we were told "boiling water only". When asking if we could purchase a bottle instead, we were told there was a minimum eftpos.

I found it very difficult to enjoy let alone manage the 6 hour flight. My partner and I frequently fly with budget airlines and even air Asia before but have never had such terrible service or experience.

Hello, I have previously been in contact regarding the appalling service received during our check in with AirAsia at Singapore airport earlier in the year. The flight Booking No: PFMG5C) 20 Feb 2017 Bangkok - Don Mueang ✈ Phuket - with my wife Gemma Keogh Peters, during our check in, was the worst service we have ever received from an airline. Having checked the availability of our flight from Singapore to Bangkok via your app, we selected our flight based on the fact the we were traveling to Bangkok for a Triathlon race with our bikes and we had taken in to account their total weight and had booked our flights and luggage weight allowance accordingly. When we checked in we were then told (despite our check in bags being significantly under the weight allowance) that we had to check in our bikes separately and there would significant extra charges. We proceeded to contact your CEO Logan to discuss the policy which appears to be in conflict with every other airline policy in Asia and received no response. We chose not to go through the obvious social media channels and chose to deal with you directly despite being asked to pay hundreds of dollars in additional charges. Yet despite going through the correct channels we have received no feedback and response. We have flown 6 times since our experience in February and have not chosen to fly with AirAsia again, the customer service we received and the hostility we received from your management was noticeable and we we will never recommend or travel with AirAsia again. Very, very disappointed AJ

Hi recently I make a online booking from kuala lumpur to singapore morning 06:10 am flight on 3 july 2017.
After I make the payment and received the email just realized the system should be something when wrong, it shown my order is 05:15pm from kuala lumpur to singapore on 3 july 2017 booking number: kkwkuw.
What a big surprise, so that I quickly to search for customer care contact and there is closed on sunday, also there is no any 24 hours service center can help me. It is too bad, I have no choice can only make a new again fr morning 06:10am luckily this time is the correct.
So that I hope air asia can make a refund for this system error booking.

Thank you!

I am professor Dr Vishwanath lele, based in India. I heard a lot of positive feedback about your airlines .

For my first International tour with my family, we decided to travel by AirAsia.On may 22nd May 2017. Details are given below. I also booked meal. All my family members are vegetarian 21st May I called
your customer service center & told them we have booked the meal and we are vegetarian, so we would like to have vegetarian meal. She said only chicken sandwiches are served in the flight. However if you go 4 hours before and meet customer service center they will make necessary arrangements. We went 4 hours before flight & met customer service representative at Changi Airport terminal 3. She told us now it is not possible . You will get a claim if you escalate to the Nodal officer. Wrong communication was given to me by call center representative.
I regret to inform you that we went without eating any food and it had impacted my both the Son.

I received total insensitive response without investigation of my matter.

hi, I and my family travel to Cochin, India on 5/6/2017, When i arrive to Cochin Airport my sisters luggage was broken and terribly damaged.the authority in Cochin airport did not take the blame of damage and ask us to refer to Air Asia Malaysia. The Air Asia management in Cochin airport didnt take the responsibility of the damage.So the asked us to do complaint to Air Asia Malaysia. With this, I have attached the picture of broken luggae together with the form filled up by AirAsia management on Cochin and my new luggage receipt. I hope that I can claim back my lost. Kindly look into this matter and reply me asap.

Today is july 4, 2017. Your site crashed for 3 hours straight last night so obviously I had to book it this morning (At a more expensive fee). This morning your site kept on restarting my booking and therefore the rates kept on rising. As I kept on typing in my credit card details, it kept on charging me fees that I have no idea about. For the first time, it sent me a message saying "for metrobank card/psbank card ending in 4400. Your otp to complete this purchase of 5381.70 is 232529. If you did not make this purchase, call 8700-700.". After which, it sent me another text saying "for metrobank card/psbank card ending in 4400. Your otp to complete this purchase of 130.00 is 530643. If you did not make this purchase, call 8700-700.". So I typed in the code and I did not receive the itinerary, instead, the page brought me back to step 1. What's worse about this is that the site indicated that only 2 slots were remaining. This is a flight that cannot be rescheduled anytime because I need to go to a debate competition. So I input all the details again and used the creditcard option again and it immediately said "for metrobank card/psbank card ending in 4400. Your otp to complete this purchase of 5736.70 is 893378. If you did not make this purchase, call 8700-700.". I even called your customer service about this. They do not know the answer as to why these charges are being made. Is this the training that you give? This is no joke. It's not an ordinary trip that I can reschedule anytime. If I only knew that your site would crash last night, I would have booked earlier. I am only booking via air asia because the whole debate team, which I am part of, is booked at air asia. This is the worst booking experience that I have ever had.

Therese lachaona
[protected]
Resolution? Fix your site

I was traveling through an Air Asia flight from delhi to pune today I.e on 02July 2017 with flight number I5 731 . During the journey my luggage was mishandled and while collecting my luggage from belt I found my luggage was torn off . I was not expecting such a service . Please look into the matter and would want a compensation.
Regards
Hitesh sadana
[protected]

I booked a ticket with Air Asia, booking ref. XPK8GX from sydney to New Delhi. I called Air Asia to get the ticket cancelled, but was informed that it couldnt be cancelled but the flight date could be shifted to a future date. i reuested the agent to shift the flight date to a future date but the agent cited some technical issues and mentioned that technical team will have to do it in background and i should called back. when i called back at the specified time i was told that i was late in reuesting whereas i had informed much in advance

My name is NG YOKE KEY and I feel very frustrated with the air Asia customer service officer with the non- flexible attitude/decision to accommodate my case.
Last 2 days my friend asking me help to book air Asia online flight to Wuhan china but my daughter wrongly put my name as a passenger.
By right, I still have more than 24hrs time where I should able to cancel the booking and get refund if unable change the passenger's flight ticket name for correction.
I did seek for help via air Asia live chat terminal but unfortunately the response was hopeless.
I have no choice but have to spend another RM543 to buy another ticket for my friend with his name.

I am now just asking air Asia to remain the RM543 for the passenger( my friend) next booking rebate.
Hope to get your feedback soonest before escalating to next channel " NCCC".

Airline confirmation: FLEQ6Q

I bought my ticket two weeks before and have trip today. Once I came to the airport for check in, the person told me that my payment was refunded and I do have to pay again. I checked my account and even though I didn't see any refund I had to make payment again! I didn't get any email about the problem, I didn't get email about the luggage and I was forced to pay two times more than my ticket!

Could you please let me know aren't you supposed to let your customers know if there is a problem about the ticket, and your customer needs to pay for the luggage (I still don't understand why I have to pay for international flight!) and while online payments allows 20kg and 200.000 idr, making payments during check in allows ONLY 15 kg and 400.000 idr? Thus, I was overweight and paid much more money than I paid for my ticket.

I don't see any refund my account! I had many issues and became a victim! Please solve this problem!

Thanks

I would like to get full refund of $400 usd that I paid for two eVouchers. Upon the receipt of eVouchers, I attempted to book the flights using the eVoucher as my preferred payment methods. However, the website alerted error messages and didnot accept eVouchers as payment option as shown in the screen shot. Please process the refund in the way it was originally paid as soon as possible.

My flight booking code: MIFZ3M on Tuesday on 23:15-00:20
Air Asia AK-6447 from KBR to KUL not entertained by your staff.
I went to airport around 22:20 to check in at counter, but its was closed, and then i try using kios, its not responding - i try for a several time, still respond the same. and then when i go for security check to ask advise, they said just know the Air Asia office, glad i did, there's a male staff coming and i ask for help for check in, i believe its already late to check in, its around 22:40, but its does make sense to me once i get a reply the counter is closed. and there's no person can do check in for me. I'm really disappointed and speechless when i hear the answer that he cant help me to check in with a respond - im not going to do that. Unbelievable i get the respond like that. this is ridiculous when im buying the ticket, but i cant boarding. its really urgent to fly last night - you guys make me feel sad, bad. i thought air asia is the best, but its the worse ever airways service(sorry to said this).
do acknowledge my complain and reimburse my burn ticket back.

I have contacted airasia on multiple occasions for a refund. They took a double payment for one booking number on a flight March 1.
They have not responded to my complaint and told me to contact webjet.
The date of the booking was Jan 19 and booking number ONGVYK.
I realised that two payments were taken and contacted airasia who said that there is only one booking number which means only one payment was taken.
Despite proving that two payments were taken with my bank account they still have not made the refund.
I have filled in multiple complaint e-forms and they have emailed to say that the complaint form has already been sent and to stop sending them. However the complaint has not been resolved.
I want my refund as requested.

I've been so dissapointed with AirAsia.
My flight no is D7 0532 and supposed to be board at 01.55 am but it got delayed onto 03.23 am. As it was not so difficult for passengers to bear, my flight got delayed twice, TWICE which will board at 05.20 am.
If you truly are a good airlines company then prove to us and tell me the reasons why my flight got delayed until twice.