AirAsia
reviews and complaints

I was travelling to Malaysia with a sick Malaysian friend. Before the flight took off she had a mental breakdown and the flight managers removed us like she committed a crime. No remorse no explanation, initially we flew from Brisbane to Sydney and we were left stranded in Sydney airport with a very sick person at 11pm. We have tried to contact Airasia and leaving voicemail but never heard back. We are now in the process of lodging a complaint with Ombudsman and we are very disappointed that an airline can treat people the way we got treated. Its against human rights what they did.

My booking for 3 persons, Lucknow to Bangalore by FLT 15-1426, of 23/01/2023, eticket issued by 'Varafi' under the
Booking ID VID6673632335, Airline Locator, OVIFKH (not being recognized under your chat menu',
The flight was aborted, informed by a phone call from [protected], on 21/01/2023 as removal of promo, advising additional payment.
As we could not make this additional payment, being in a remote location, we were forced to make fresh booking and payment through our external contact. We travelled under fresh tickets after full payment.
Thus our first payment of rs.13,157/- is due for refund.
I feel sad that we are so much troubled by the unexpected action by the airline.

27th January 2023 (Friday)

Landed around 2.30 pm

Flight from Chennai to KLIA 2

AK0010

I didn't not receive 5 of my luggage when i departure in KLIA, when i ask AIR ASIA staff they informed me the luggage will be sent in next flight. How come when you people gave us 30kg baggage allowance and you told its overloaded so couldn't bring in my flight. There were around 59 baggage that still in chennai. How irresponsible AIR ASIA AIRLINES is. Worst flight ever.

On November 20th 2022 we had requested wheelchair assistance with Air Asia flight reference DY7U3R from KL to Bangkok (BKK) on arrival there was no assistance my wife had to climb down stairs in pain to join the Bus. We had notified them that she could not negotiate stairs. I complained but no help whatsoever.

So again on January 18th Flight from Bangkok (DMK) to Penang (Flight reference Q1EY4S) no wheelchair on arrival after 20 minutes a lift arrived & a wheelchair was provided but no assistance I had to push my wife from the aircraft to the exit trying to carry 2 cabin bags also. When I complained "that I am 78 years of age this is ridiculous" Air Asia ground staff lady said "You look fit enough" Thank you for that...Air Asia have refunded the 300 baht that I had paid for the wheelchair but to my Air Asia account & they say that I cannot get this returned to my bank account. I have to use it with them we do not intend to fly Air Asia again. I would like my money back what can I do?

Return flight on January 24th same problem IN DMK no wheelchair on arrival my wife was asked if she could walk, she cannot because of the pain in her knee. Eventually a wheelchair arrived. Terrible service by Air Asia.

I got credit refund from Airasia for flight cancellation for year 2020. Point : 12000

Received an email on 23/7/201 that my point would be extended to 3 years.

When I try to make a booking in Jan 3, 2023 , noticed all my point has expired .

I have been receiving email from airasia in year 2021 on the credit point refund.

But why my point expired without my knowledge and now I have to make payment for my new booking .

My email : [protected]@gmail.com

Hi can you help I’ve booked two flights one from Bangkok to Phuket 18th March and Phuket to Bangkok on the 1st April I’ve made a mistake as I’ve booked wrong airport the airport should be not don mueang airport is there any way I can move bookings to that airport as don’t have enough time to catch flights as flying into bkk bookings are under morritt my mobile is [protected] we are in uk

Case [protected]

Booking Y9UJ3K I made error with date of birth of 13 year old twins and agent told me I couldn’t amend it and had to cancel and rebook. So I have rebooked and paid booking B1MJVS today and I want to cancel the wrong booking Y9UJ3K and receive a refund or apply this credit to the new booking B1MJVS and then get a refund. I only did this because the agent told me that was the only way I could change it. He would not put me through to management so I could change the original booking and pay the difference which would have saved all this messing around. The agent had a copy of the passports to verify and still wouldn’t make the change or put me through to higher level.

Good day,

This is Ramil Estipona passenger last January 10, 2023 flight Z2 621 bound for Davao at 2150hrs,

Complaint ko lang po yung sa counter 20 nyo na staff at yung security that time nag check in kami and deposit fire arm na hindi maayos na pag accomodate samin at attitude nila bilang personnel ng air asia sa aming mga passenger, upon check in sa counter 19 nag declare ako ng na mag handcuff sa luggage ko for baggae and she did not allowed na ilagay sa baggage, and decide to put together with my gun,

And now ang handcuff is wala sa airport davao pag arrived namin, ibinigay ko po yun sa security na katabi ng staff nyo sa conter 20, yung security na mukhang lesbian,

Hindi na po naibalik ang handcuff ko. Hindi ko alam saan nila nilagay.

Sana ma aksyunan nyo po ito

I asked in October 2022 a refund of an Airasia and AirIndia Express flight due to a visa problem. Airindia Express reimbursed us almost immediately, but for Airasia, it is simply impossible to contact them directly, because they do not voluntarily give an email to write them, and their virtual chat Ava is absolutely useless. I had reserved via a Travel agency which tells me for the 3rd time in three months that they are still waiting for the return of Airasia, I am absolutely desperate from this non -existent customer service and the impossibility of contacting Airasia directly.

If someone in the company reads my message, please read the flight references and contact Travelfrom.fr to finally proceed to refund the flights.

Flight references: V6HK2D-2 and V6HK2D ticket numbers

Departure flight (local time) Arrival (local time)

AK-38

Economy (V)

25.09.2022 23:30:

Kochi (in)

KOCHI (COK)

26.09.2022 06:20

Kuala Lumpur (My)

Kuala Lumpur International Airport (Kul)

I am still waiting for my refund for the cancelled flights of December 12, 2022, AirAsia Flight Z2 911 for CGY to CRK; and December 16, 2022 AirAsia Flight Z2 912 for CRK to CGY. These flights were cancelled on November 26, 2022, and I was informed via email and text message. Two (2) passengers were booked on these flights -- myself and my wife Deborah Corpus.

Please refund / return the amount soonest to the credit card I used to pay the flights. Thank you.

I have 50 years experience in the Aviation Industry as a Commercial Pilot, Airline CEO and Aviation Consultant. I book many flights myself on the net. I have just booked 9 flights with Air Asia, 2 with Scoot, 1 with Vietjet and one with MY airlines.

Air Asia so far has cancelled 3 of those flights causing me to re-schedule and stuffing up my itinerary. The last flight they just cancelled they did not send me an email that allows me to change flights. Their stupid AVA Computer cannot recognize me or my flight and just keeps asking the same stupid questions!

Contacting Air Asia is near to impossible and they have designed it that way. They have cut off all their Customer Service phone numbers and do not answer emails. I am really pissed off! SO I am going to talk to the Australian Federal Minister for Transport and arrange for the Government to legislate mandatory rules for all Airlines entering Australia including having REAL contactable Customer Service in Australia. Got that Tony Fernandez CEO Air Asia!

Dear Ursel Murillo,

We would like to inform you that the refund for booking OTBGRY has been processed. Your refund transaction details are as below:

Amount: PHP 9555.00

Debit Card: [protected]

Processed on: 06/07/2020

You may check on the refund status with your issuing bank by providing the information above.

Regards,

Customer Happiness

AirAsia

------

This is to follow up on this refund request. It has been more than 2 years since I got this email from you but I haven't received any confirmation that this amount has been credited back into my account. I have been asking because this account has already been closed and I want to change the bank account on file. There has been no response since my last follow up. I checked my airasia cases and you changed the status to CLOSED already. Now I wonder what happened to my money.

I have confirmed flight booking with conformed seat number. information of flight as the following :

Flight Reference R55RYZ

Miri to Kuala Lumpur

23 December 2022

Flight No. AK 5645

Amiruddin Bin Idris

Seat confirmed 4D

Unable to checkin online and also at the kiosk

Referred to checkin counter n0. 14 at Miri Airport at 2.35pm

Was informed that the fligh is overbooked

Counter personnel try to solve the issue

To wait until 3.55pm

Manage to get the flight but seat no is 23 F

Why the PAID SEAT is overbooked ? and it can be overbooked.

THIS IS PAID SEAT for seat number 4D and given seat 23F.

My booking No is JBIGHR. The flight was originally booked for 25 Dec, 2022, but it was changed by someone else, not by myself, by using AI service. The change was not what I wanted. I need to get the option of free change back, so I can personally change it for free by myself.

The case was on 23 Dec, but it was not communicated by myself. The case number is [protected].

I post this every week in every AirAsia site I can find. “…Best advice I can give anyone regarding Airasia or their affiliates is NOT to use this airline. I have had an ongoing dispute with this company for well over 2.5 years where they did not refund me a cancelled flight. Without my agreeing, they simply instituted a credit account for a flight they cancelled. And then lied about being unable to contact me and went ahead with the credit account after I requested a refund. And without the ability to use the credit from my place of origin (until recently and too late for me to be able to fly again) to where my family resides overseas, I find now that I am out of pocket for the price of the cancelled flight. Do yourselves a favour and use a reputable airline. Airasia has proven to be simply a lying corrupt organisation and has little regard for their clients judging by the number of increasing dissatisfied customers posting complaints about being scammed by them. Never any problem with Cebu Pacific or Philippine Airlines, just don't book through AirAsia. Destined to lose your money if you do or have another cancelled flight, or have a changed flight that causes you to miss a connecting international flight...”

My spouse and I (both above 80) have tried the past month to use our earmarked Travel voucher (MYR 1311.80) to pay a new ticket reservation to Bali.

We were victims of COVID-19 in 2019 and our confirmed Airasia flight was cancelled.

We have explored every feature of AVA, communicated with 7 agents (connection was broken every time actions were expected) and we’re out of options and deeply frustrated that this happens to loyal Airasia flyers like we are.

I taught Summer courses at UTM for many years and we always flew Airasia for our connecting holidays.

We’re desperate and would appreciate it very much if someone could assist us in solving our problems.

Kind regards,

em prof dr Edward E E Frietman

Verstuurd vanaf mijn iPhone

I have been charged over $1000 for 70 kgs of baggage to Thailand and back. This is about 50% higher than any where else. It's disgraceful and it is impossible to call airasia as the phone numbers don't connect. There is no customer support and AVA does not recognise complaints or any form of negative response. This is extremely poor business and should be regulated better to protect the consumer.

i'm really cheesed off to the top wth AA. I will never book another flight with this freaking useless airlines with incompetent staff who thinks they are GOD. my son has a large box which they said was too big, ok fine, so they ask him to put in storage since check-in no longer was available n do they know how far that is? so my son runs for his life n gets the box into storage n returns pretty close to departure time. the AA staff stopped him n would not let him board, the plane is still there n they were waiting for some crew members who I'm sure took my son's seat so they did not allow him to board. i demand a refund n I had no choice but to purchase another airline ticket at a ridiculous price. Tony I hope u read this n take action on the behaviour of ur staff its so freaking unprofessional. u may as well shut down the airline u have more cancellations n delays than any other airlines on the planet. sorry but u just lost 7 customers

Hello AirAsia,

I hope this email finds you well, I really do.

Booking Number: [protected]

Case Number: [protected]

I would like to let you know I went to may Banking Branch because until now the refund you said you transferred last November 17, 2022 has yet to be credited to my account. Unfortunately, it has not been. So I took the liberty to ask my bank about this personally not a just a person over the phone or any robot.

Guess what? THEY CANNOT SEE ANY PENDING OR "TO BE POSTED" Transaction from YOU! I am sorry I may sound so condescending that is because you stretched my patience to it's limit.

I am giving you until friday December 7, 2022 to reply and send us a copy of you transaction document indicating the date of November 17, 2022.

I looping in the good office of Civil Aeronautics Board (CAB) and the Secretary of DOTr as they may be able to assist us.

PS: I have attached a copy of my bank statement generated today in my Branch.

Thank you but not really,

Jay

My name is Chan Yee Kam and My Big ID is [protected]. Today I come to check my airasia big membership to see for my account and found nothing rewards and refunded points also gone missing (previously some booking refunded converted into points for booking in the future which air asia agree for that.

Seems now all gone.

What happening and can give me a good explaination as I wanted to booking new flight with that refunded points.

This are the cases from the past and cannot be retrieve back from your website big membership.

NZBD4C • New Chat

Case number [protected] • 26/04/2021

Closed

NZBD4C • New Chat

Case number [protected] • 27/04/2021

Closed

NZBD4C • New Chat

Case number [protected] • 30/04/2021

Closed

nzbd4c • New Chat

Case number [protected] • 30/04/2021

Closed

NZBD4C • booking number NZBD4C guest Chan Kah Wai

Case number [protected] • 30/04/2021

Closed

NZBD4C • Credit Account Flight Cancellation

Case number [protected] • 01/05/2021

Closed

Regards

Chan Yee Kam