AirAsia
reviews and complaints

We made it sure to do pre-check in so we won’t have to line up on queue considering we’re a party of 7 with 2 seniors. My cousin was already at the Airport waiting and closely monitoring the flight. When we arrived, we headed straight to the check-in counter to have our bags dropped. We were denied as the staff said they were already closed. It was still boarding time. I told myself that’s okay even if we have to lose some valuable items at the airport because those aren’t allowed to be hand-carried.
I told the staff that my family is already at the boarding area and ask if they can wait for seconds for us (my cousin) to be considering the proximity of check-in counter isn’t far from the boarding gate. The staff (at the check-in counter) told me that she will try to ask permission to her manager. She made a phone call, mentioned a name but could no longer remember. Then told me that the manager won’t allow. I asked to speak to a manager but she said she was already talking to the manager. What kind of customer service is this? I asked for a manager for me to speak with not her to speak to her manager.
Eventually, we left the counter and proceeded to the boarding area and I talked to a staff (Tagalog speaking) whom later on introduced herself as the shift supervisor. She said we could no longer get into the plane. I get near the glass door to see the plane for myself and that supervisor sarcastically drove me off it’s as if in her mind I would run away going to where the plane is. It is (the plane) is still there and it looks like in just split of a second they received their last departing passenger on board. I even pleaded for her to reconsider, but she did not permitted. She along with other staffs have seen my mother a senior citizen experiencing difficulty of breathing but none of them even offered a seat. They just looked at her and pretended nothing happened. Nobody called a nurse or offered water or whatsoever to help us. Again I asked to speak to a manager, the supervisor said they don’t have. It was then I confirmed that the staff at the check-in counter was lying as she told me that she was the one who spoke to her. How can I even trust people working is an industry like this to act this way?
It was one the most disappointing and frustrating incident in my life. I have never received such kind of service with other Airlines when I travel. This is my first with AirAsia hoping to bet a better service and the worst so far! You just ruined our family trip. Thanks to AirAsia for a very hassle and flop experience!
Rest assured, will post this horrible experience online to warn other customers.

Hi Team

I would like to express my deep frustration on AIR ASIA as I the regular customer.
I refer to my complaint number thru Lost and Found dept in Penang: CBTPEN17A00937, I've lodge a report to lost and found dept for my perfume that i left under my seat which is not traceable and i believe this is strange as I among the last passenger that left my seat, remaining passenger all in front of me but the team told me, The Team found nothing. Its very frustrated as I sure the crew definitely see and keep with them as its in Big VICTORIA SECRET bag consist of my IC as well and gonna make me to a huge process of replacing it. Previously my booking no:AWJTXE flight PEN to KUL at 8.45am I also left 1 long dress in KHAZANAH bag that i bought from PENANG airport and as usual when i check with lost and found team said nothing found when its in big bag i put underneath my seat. How can we really confirm that they genuinely didn't take it as this is so unacceptable. I flew with AIR ASIA very often plus i shop in KLIA2 almost all my visit to KLIA2 sometime due to flight timing n stuff i might carry it to my flight n keep it under my seat.After this incident i will stop shop in KLIA2 and hope AIR ASIA team help me to get back my VICTORIA SECRET perfume latest edition in VICTORIA SECRET PAPER BAG . I noticed AIR ASIA Team recently went to PARIS for ONE AIR ASIA competition and i pretty sure this is the big issue that the team have to look after thus customer have more confidence and trust in local Airlines

This incident really make me upset

Thanks

I reach into gate p6 on 21june2017 12.30am with my family with 2 babies . I holding all my family passport . This malay girl do not wat her name i snap her photo here tell me every person take their own passport, n we r pushing stroller into d queve that is quite long, tat unfriendly girl seems not helpful during d process of pushing my 2 twin stroller, n very rudely ask me where is the stroller tag . Im look at her face is like blaming me not to get stroller tag, i tell her tat i dun knw the procees n during the checkin process we do ask the crew, he just say pass the stroller to the cabin crew later and did not mention about any tag . I raise up my voice during explaination, she say lower down the tone cause people will though us argue, i say i dun scare you at all, you the people cari pasal and not helpful with my 2 kids with a big twin stroller . At last she just say JALan la, and say kurang ajar where my mum pass behind told me she did say that.

Hello. I am Jacqueline Diaz. I rode the 12:55 noon flight going from Manila to Kuala Lumpur. I felt unfairly treated and mismanaged by your check in counter. And until now, I am still mad and upset with how I have been treated.

I had 2 hand carry bags - the small hand carry size luggage and a laptop backpack. First, when I checked in all my 40kgs baggage, the lady at the counter did not put a tag on my hand carry bags. So when i went to the immigration, I was stopped by the guard and was repeatedly told to go back to the check in counter. The check in counter lady then told me she forgot to put the tag and then she asked to weigh both my bags. One was around 10kgs (so I understand I had to unload it) but the other one was my laptop backpack but still she considered it part of my hand carry bag. According to the airline policies, laptop bags are not part of the check in or the hand carry baggage capacity. However, they told me that my handcarry laptop backpack is already the max for my hand carry baggage limit.

Thus, for my other hand carry luggage, I was forced to throw my clothes, food, notepads and many more. And still it weighed 7kgs, and they forced me to pay for it as a check in baggage for 5, 200 PHP, WHEN IN FACT IT WAS SUPPOSED TO BE MY HAND CARRY BAGGAGE. I was literally crying in front of them and I was so pissed and really upset, but still, not even a word of sympathy or sorry was spoken nor whispered.

I never knew AirAsia could be this unfair and inhumane. Please train your people well. This is a very bad customer service. I AM REALLY UPSET.

Hi . I am fazilah and i booked a ticket . The details are below -

Name - Thaslim mohamed
Date - 01 July 2017
Time - 7.45 am
From - Kuala lumpur
To - Tiruchirapally

I have paid fully for the ticket Rm 263 .

After i booked the ticket, My one of the Sister (She is a OKU . Disability to think )
has made some change at modify my bookings and she chnge the date to 9th july )

After that, i noticed it and i did not paid any payment to change it That is Rm 120 .

And yesterday, When i relogin to add sme baggage to it, It keeps asking me The rm 120 and i cant cancel it . I even unable to add any baggage to it .

I contact a customer care that time, and he told me that airasia terms and conditions like that . Even we dont pay it, The date already have changed and you need to pay the money (Rm 120) And the date you are travelling change to 9th july . Isn't it believable ? And moreover he says, The ticket for 1st july cannot use to travel . Then what about my Rm263 ?

The airasia wants us to eventualy pay the money even we dont want to change the date . Like that ? How easily you should ask me to pay the money even I tell you that I dont want to change . My husband need to go there for a medical surgery and his appoinment on 3rd july . If he dont go, its become a life dangerous to him .

Please give me justice and please dont play with peoples money as that may cause lifeloss .. hope you solve this issue as soon as possible . Tq .

Yuwada emp 40269 - She is not able to response to the answer.
The calling is the same number. The line is not be able to transfer. Need to hang up and recall.
9 mins on waiting line without answer.
Call again to big point reception, customer service line is still not ablw to answer question related to big point.
The ticket email from system provide incorrect info.

Karen melody - air asia flight departs 16:50 Flight from Cebu to Manila 1/6/17

Ticket says get to gate 20mins before- we was sitting at the gate.
16:40 i go to desk saying what was going on with flight as nothing has been called.
Karen melody refuses us entry at 16:40. I can still see the entrance to get on the plane is still attached.
Karen then informs me that our baggage has already been taken off the plane 10mins before the plane was even scheduled to departed.
(My friend and I, and a family of 6 all got refusal of our flight) I asked what to do as this has never happened to me. She was not helpful when seeing my worry and frustration she walked away from me. I then go to check out believing someone generally wanted to help me instead I am told a complete lie, and told see is calling security on two young girls who are now stranded in Cebu airport going to miss there international flight Home!
The lady said she was paging Francesca my friend at 16:10 not sure why they were worried as the plane was not boarding until 20mins before departure as quoted on ticket. What has happened is they have boarded early and not informed everyone which is why when I was at the gate 20mins before i could not see anyone boarding!
Now I have had to buy a new ticket when I have no money all done to the poor organisation of air asia and the lack of sympathy from there staff.

I may want to start on how I made my booking for a group of 5 adults and 1 infant bound for MNL-TAG last 05May 2017. Initial booking was 11 or 1pm in the afternoon. I made a re booking in an earliest flight about 5am of which I was charge of 13K (or more). Please see booking reference number OHG27M and history of changes. Flight was re-timed into 0715am and have not received any SMS noticed not until I made a print out of my booking for the group which only few day after I made changes of flight. I cannot understand into why would you not returned my money back for the re booking fee and yet when it was your airline company made an adjustment of flight time schedule. I hope you will see the point. I called up your hotline and told them that I have tried sending my complaint but it NIL as error reflects only after a long narration of my complaint. Another thing. WHy can't we make refund? Should your airline company be penalized for this? Your business is service and getting peoples money without consideration just because it's your company policy is totally ripoff. I am still hoping that you will extend consideration of my claim. I am submitting one at a time. Please see record locator of my group booking last May 05 2017.

Looking forward to hearing from your soonest action with great resolve.

Thank you.

Joseph Garan
[protected]

On Saturday, June 17th at 10:30 am. We asked if she can help to accommodate two senior citizens age 80 and 83 respectively. We simply requested to have them sit together they so they can help each other. She said we need to pay extra since they do not have control who sitting with whom. When we asked if wheelchair she's hesitate until we paid the extra. Is this Air Asia policy on handle senior citizen?

I am writing this to complaint against airasia who is cheating people money and not fulfilling their desired requests even if they are paying the prices shown on their website.

I recently booked flight tickets from Kuala Lumpur International Airport 2 (klia2) to langkawi and the dates were 29 June 2017 to 1st July 2017 and proceed to check out during this process i was keep on having this attached error and i need to keep refreshing the page to proceed with next page.
I successfully paid on its last step of booking with amount RM 900 + processing fee RM 4.24 since it was through cimbclicks online.

and I received immediate confirmation email on my emil address [protected]@yahoo.com which made me surprisingly angry because the dates reflected were totally wrong which I didnt even select.

Flight 1: Kuala Lumpur Langkawi
AK 6302, Sat 29 Jul 2017 Time :1245 hrs (12:45PM)
Flight 2: Langkawi Kuala Lumpur
Langkawi (LGK) Langkawi International Airport
AK 6319, Mon 31 Jul 2017 Time: 1800 hrs (6:00PM)

I immediately called Airasia hotline and advised me to do online chat with airasia chat agent I acknowledged and chat but was asked to change dates via application manage my booking. When i followed the instructions in manage my booking it asked me to pay additional RM1500++ amount on top of RM 904.24 which I already paid. This made me even more frustrated since my family is going back Pakistan on 8th July so how is that possible I choose wrong dates which is 29 july to 31 july. This was the online system glitch who shuffles the dates since I was having this error again and again.

I reported this again to airasia by speaking to one of their manager name James who 1st asked me to change my trip dates to other dates so that i need to pay less (RM 1200++ on top of RM 904.24 & GST, KLIA2 fee, Passenger Service Charge, processing fee, which I already paid in my last booking ) and he will waive for me the change of flight dates fee. I refused why I need to pay more than double and since I already booked and paid for hotel booking and after 1st July I have booked and paid for other round trips in malaysia so it’s impossible I can change my plan. James asked me to escalate this via e-form team of Airasia and let him know so that he can directly follow up with them. I type and explained my situation once again with following error picture and hotel booking and return to Pakistan flight ticket as proof but until now they are unable to make any decision and day by day the prices are increasing and they are saying whatever the decision will be I will still needs to pay based on the available rates It cannot be the same rates which I have seen while booking 1st time.

In order to get hold of airaisa call center team I have to pay RM 1.95 per minute and I have spoke to them for hours but same repeated answers were given and they don’t escalate my call to e-form manager who is in-charge of making decision and there is no other way to communicate with him not even via his personal company email.

This is my 2nd time I am having issue with airasia and I used to lose around RM 1500 ++ last year when I was hospitalized and these people refused to refund full amount for me and my wife reason my wife is fit to fly so she can fly alone for honeymoon trip where as husband has to stay in hospital. WTF logic is this why these people are so brainless!

In short! I need help to escalate this matter since this is against consumer laws and this company cannot cheat people money by playing cheap tricks and declare cheap policies which are totally against customer interests.

I need help to get resolve this issue asap and I am only willing to pay the difference of amount but not willing to pay New ticket amount, GST, KLIA2 fee, Passenger Service Charge, processing fee, which I already paid in my last booking whats the point of paying these charges again just to get my dates changed which is not even my problem. There is no such exception handling for customer who faced system issue? There are 1000++ of customers are complaining about it but no body seems to take any action against this company policies.

Please contact me and picked this up since I have no other option but to trust this complaint portal.

Name : Zia Mehmood
email: [protected]@yahoo.com
Mobile: [protected]

I booked a ticket on 10th may; for travel period 02 june to 07 june 2017. Was even prompted to use my ocbc card to be entitled for the promotion.

Now i got the following amusing reply for my enquiries for the omission in discount:
"As per our findings, we regret to inform you that the promo code is not applicable for the booking II19HM due to the selected travelling period falls under embargo period from 26/05/2017 - 12/06/2017."

Which part of the terms and conditions indicates there is an embargo period?

Why am i prompted to make payment using ocbc card if my travel period is the "embargo period"?

The flight was delayed for almost 7 hours. I informed the crew that we have a connecting flight at 8:00 pm bound for Australia but none of them made an effort to inform Qantas that they have a passenger who is bound to fly with them and will be delayed because of AirAsia. Also, we have a 1 year old baby girl and having to stay in the airport because of a delayed flight became very stressful. We by left by Qantas and have to purchase another ticket because of the AirAsia by 7 hours delayed. Buying another international ticket for the 3 of us is a BIG BIG DEAL! We also have booked and paid already an expensive hotel in Sydney which was wasted because the airlines left us because of the poor management & incompetence of AirAsia.

1) platform for complain using live chat is very unpractical
2) not enough information provide
3) customer service not available
4) aftersale service is very disappointed
5) website very crowded to much promotion but no info
6) too much hidden cost
7) stop telling lies by the quickest ways to get in touch. Already asked AirAsia team on twitter but not receive any response.

This complain boards is [censor], people complaining everyday about the service but there are no action or response about it. This complain board is only a writing section actually.

Dear support team

I am make a payment to Airasia on 6.6.2017 with RM 106.00

I realize the payment make twice on the same day with same amount

Can you help to check and refund the extra payment to my accounts?

Details:
CIMB acc number [protected]
Date:06 June 2017
1.payment to airasiaonline AKAUK9THA0606170400 RM 106.00
2.payment to airasiaonline AKA UKPTHA0606170347 Rm 106.00

Thank you

Hi! My name is Verna C. Boñel, with number [protected]. I mistakenly booked a flight bound Tacloban-Manila, instead of Manila-Tacloban. I only noticed it when I checked my e-mail last night. The flight will be on July 24, 2017 with booking number ENN5GK. Passengers are:
Ms Villa Bonel
Mr Santiago Daif
Ms Nirabelle Daif
Child Amaya daif
I already called your customer service hotline, but I know they have no solution to this aside from paying a big amount of money again. The money I paid for this transaction was very valuable for me. I hope for your kind consideration. I have flying with you ever since and I never had a problem. Please please reconsider this. Thank you.

I bought an air Asia ticket at Kota Bharu Sultan Ismail Petra Airport for KLIA 2- Kota Bharu on 12.6.2017 and fly on 13.6.2017. I used my credit card . Maybank terms&condition stated that every transaction card holder can use either 6 digit pin or signature required. I be been using credit card since 12 years ago. This is the first time Air Asia staff(girl) so stupid that asked me to sign and key in 6 digit number even though that I told her only either one required either 6 digit PIN number or signature but Air Asia stupid staff told me that I have to do both. So stupid, irritating and embarrassing. She even asked me to write down my address, my hp number and I have to fill up a form. So stupid Air Asia . Mr Tony you should do something before somebody else correct it for you. [protected]@yahoo.com

Hi,
1. Manage my booking does not work
Manage My Booking has a bug and page insists on selecting menu for flight which I have already taken. See screenshot.
System does not allow to process further without selecting meal for prev flight.

2. Filled eform contact – no response
3. Call Center – Tried multiple times and waited. The call disconnects after 3 messages to hold. Even after I choose “English” the msg to hold is in Bahasa which automatically disconnects after 3 loops.
4. Live Chat : 37 min wait. See screenshot

My flight was on 30th april 2017.. flight number AK-62 from kolkata to penang at 12:40 am with booking number LHMSYM..
Fed up with writing to airasia again and again.. on the above mentioned date and time i had my booking with airasia.. when i went to checkin along with my friend's the staff stopped me to board the flight without giving me any reason.. because of this unexpected behaviour i have to go through a big loss including flight fare and my other bookings afterwards.. i have not booked airasia's flight for the first time.. feeling ashamed on airasia the way they treat their customers.. and after all this u people are not bothered to take any initiative to refund my money.. u people are looting money this way.. never ever expected this behaviour with such a b
ig airline company.. i need my money back.. or else i have to raise the issue on public form

booking NO vpyjqe, travel date 6th May 2017 : My baggage that arrived at kochi airport was damaged - Samsonite bag, i had asked the check-in attendant to stick fragile on the bag, i am really not sure how it was cracked open, this is negligence of the airline.I would like to be compensated for the damage, it has been over a month, we had given a application to the airport but no one bothered to get back
Flight Z2 940 manila to kullalumpur - Flight AK 37 kullalumpur to kochi, i would like to report this to ombudsman will also put this on social media .. will make sure everyone is aware that air Asia has no customer service attitude

My contact no : [protected]

10th May: booked my tickets to miri, sarawak. Fulfilling all the criterias on ocbc card promotion. At the payment page, i was again reminded to pay using ocbc card in order to be entitled discount. After payment is made, noting that there is no discount, E-filed was done
12th May: Given a template reply without answering my question (Case No: CAS-[protected]-QFP6KK CRM:0641663) e-file again on 12th, no sound no picture till now...
02June: Facebook msg Airasia on status on my efile on 12th may as a follow-up to 10th may. After giving the case number, I was told to wait.
07 June: Airasia informed that reply was sent to me on 19th may. But there has been no email from air asia at all; checked inbox, junk and spam boxes-no email reply from air asia except ongoing promotions.
09 June: Gave an email address and would like the said reply on 19th may to be re-foward
11 June: Ask me to go to live chat for quicker response! But they are facing high traffic now.

This is totally absurd! I have been waiting close to ONE MONTH, instead of being able to re-foward a decent reply, i was told to change to live chat! What kind of service is that!

I still have the screenshots of the screen as evidence! As a consumer, i should be given a decent and logical explanation on the omission in discount and not facing procrisnation from all channels from airasia!