AirAsia
reviews and complaints

I'm complaining about airasia officer's attitude in juanda, surabaya, indonesia in check in counter. This is not the 1st time, but I decide to submit this complaint so indonesia (Especially surabaya) can train their officer better.

I would like to explain about myself 1st. My name is rosalina widayati, i'm indonesian, having valid working permit to work in malaysia (Currently i'm working at an oil&service gas company, already 5 years in malaysia). I truly understand that normally when we leave indonesia to malaysia, at least we should have return ticket and we should be in malaysia less than 30 days. But for my case, when I leave indonesia to malaysia, I don't have return ticket because I work there. But the officer arrogantly asking me, where return ticket is. It's not 1st time happen, my concerns are:
1. Why they don't ask politely
2. Before they're asking, they should check the visa in my passport and my family's passport (I have 2 dependents who have dependent visa as well)

For me, their attitude is ashamed me as indonesian, and because of that, they looked uneducated and people would disrespect them. Since it's not 1st time happened and it's happened to different officers, I wonder how air asia indonesia trained their officer? I compare with air asia malaysia's officer, they looked more educated. Something wrong with the training in indonesia, I guess.

The recent incident is today, with the following passengers:
- my brother: will use visa on arrival, in the ticket he will visit malaysia for 12 days.
- my mother and my son: they have dependent visa

My brother and mom are not used to face a situation where the officer looks scary and talked impolitely. Luckily my brother called me and I talked to the officer.

Please improve on this matter, the booking number for today's flight is plppxn.

Hi,
I'd like to place official complaint about excessive charges for luggage I had to pay on my return trip from kochin (India) to perth (Australia) and request total refund for amount paid (Rui 3608) paid at kochin airport (Ref. No. 015784, agent no. : ina0006, pnr no. : cm2n9h)
Background:
Booking reference: cm2n9h
Flight ak38 from kochin to kl on dec 26th.

I bought a package deal from airasiago which included allowance for 20kg luggage per person. I was scheduled to depart on dec 9th, but I had to reschedule my flights (Visa issues). On dec 9th I paid $246 to reschedule my departure flights from perth to kl and kl to kochin. On dec 13th I paid additional $280 for reschedule my return flights from kochin to kl and kl to perth. When I paid the $280 at the airport I was told that that i'll receive a new itinerary by email, but I never received it?!
On dec 13th I departed from perth and I did not have to pay anything extra for check-in luggage and I was not informed about any future charges for check-in luggage on my return flights!
However, when I wanted to check-in on line for my return flights I was requested to pay for check-in luggage which I did not complete, because I took it as an error in system. Unfortunately, when I came to the airport, I was advised that I have to pay for my check-in luggage. I argued with the supervisor for an hour that I was never made aware that I have to pay for check-in luggage and my flight conditions for my return flights should be the same as per departure flights. I paid $246 & $280 for reschedule of my flights and I was never made aware that on my return flights I have to pay for check-in luggage.
I am recent cancer survivor and I should avoid stress, but the airline staff has not helped me at all to resolve the staff error at perth airport.
I am very disappointed and frustrated with the whole process and the outcome. At the end I wasted 1.5hr at the kochin airport, I was finally issued with tickets which on route from kl to perth put me and my wife in two different location where half of the plane was empty? (I can provide photos). It clear to me that perth staff made the following errors:
1. They forgot to update system to provide me with 20kg check-in allowance for my return trip
2. They forgot to send me itinerary for my return flights
3. They never checked/confirmed luggage allowance for my return flights.

Warm regards

Gregory kuszewski
M: +[protected]

This is my first time to purchase the long distance international flight from airasia and I was having the bad experience on the trip. I tried for so many times to book for the air asia flight from manila to penang at 26 Dec 2016. I think the air asia website got error. After tried for so many times using my laptop to book for the air ticket, I gave up. Then I tried to book through my mobile. At the selection of the package on air asia website, I picked the middle selection which comes with the 20 KG checked in luggage and the free meal. After that, when I reached the page to select the seat, I just ignored it and clicked the ''Next '' at the bottom of the webpage but it won't let me to proceed and thus I clicked into the seat selection page and selected the seat without fee which is zero charges. I just realised that there is a seat request fee of PHP180 when I printed out the invoice sent by airasia and wonder why there is a fee for that. Could you please advise and make a proper refund on that? Besides, on the day I checked in my luggage at manila airport at 28/12/16, the airasia staff who helped me on checked the luggage just confirmed with me that I entitle for the meal in flight at 3pm. I felt so surprise when the airasia crews told me I was only entitle for the sandwich when they distributed the meals to the customers on plane. Watching the other passenger that was entitled for the nasi lemak/chicken rice just made me feel so unfair. I was so hungry waiting for the feedback from the crews since they promised will get back to me fast and they took so long to come back to me on this and I even need to remind them again on this issue. I don't think airasia want to treat its customer in this way. And then one of the airasia crew, Meanne told me that a sanwich is also consider a meal in a rude way. I felt so disappointed as I couldn't select my meal but to accept her word that the sandwich is my meal although I got purchase the in flight meal online which costs me PHP276. I felt I was being discriminated by her as I not entitle for the right as the other passenger have. Actually under the invoice sent by airasia to me, I was entitled for the meal. I've highlighted this to the crews and they agreed on it. The supervisor told me she couldn't let me to select the meal because in their internal system, I was not entitled for it. It is a total failure in airasia system as the information such as invoice sent to customer didn't match with their internal system. When the crews told me I was not entitled for the meal under their system, shouldn't they look into my invoice and clarify on it. It is such a stupid system. The crews tried to ignore me and become not so friendly after I pointed out this issue to them. The crews tried to tell some of the passenger that I can enjoy another proper meal in my next flight from KL to Penang as an excuse and made them in thinking I'm the wrong guy. It is not true as my flight from KL to Penang is such a short trip and not even have the time for the proper meal. I don't like being accused by them in this way as there is one passenger who think I'm wrong tried to stared me for long time for this. I think the crews was not good in putting out the fire and instead try to add oil on it and create the trouble as it can easily cause fight and argument in the flight for this and disturb the flight. Another joke is that the toilet on the plane not even has water to wash the hand. When I reached in Penang, I noticed that my luggage was not send to Penang and it is such a shock to me. How can a reputable airline make such mistake and sing some song about how great airasia is. OMG! I wish airasia can make reasonable refund/compensation on this. I was a regular customer of airasia and I don't think I want to make airasia my selection again after this incident. Please redesign the customer feedback form again as the space is too limited to put enough feedback when I wrote my feedback on the plane. Thanks!

Phone lines always busy, when we finally got a hold of them thru chat (had to figure out another way), they said we are unable to because it has to be within 48 hours. If the phone line would have not been busy all mornings, we would be well before 48 hours.

we tried to talk to supervisor, but the rep ended our session. Not our fault this is the only airline call centre that's always busy. no option to hold at all. poor customer service.

booking ref KCBNJV
3 X passengers travelling
change of flight time (by you)
seating - paid for additional leg room seats

if you look at our booking our flight on the 7 dec from Bali to Perth (Australia) was changed from a morning flight to an afternoon flight. We had booked three seats in row 1 as we required extra leg room, I have has previous DVT and needed to stretch my legs so we paid for extra leg room. on booking in we were put in different seats, not together and no additional leg room. we were told that someone had tried to contact us but as yet we have had no contact. I am severely disappointed in the service from air asia and the staff at the airport were very unhelpful. I would like the money we paid for at additional leg room refunded as soon as possible and we will consider flying with alternative lines in the future.
thank you
Andrew Darlington

Greetings. I am Clyend Alexander. I am going back to sabah to celebrate christmas with family. My Booking is VD858V. I supposed to take a flight from Kuala Lumpur to Kota Kinabalu on 23rd december at 5.10pm. I came very early to the airport. Once i reached at the airport, I immediately go to the departures hall for check in. But the problem is, the kiosks machine was not responding. I tried every kiosk in the hall but non of them are functioning well. Then i go to the counter (T16) but they ask me to refer at service counter. The line was so long and i have wait like 2 hours standing and waiting for my turn. By the time i reached the counter the lady said my check in status was invalid. I was so shock and feel disappointed with the respond and they cant do anything about it. I was so confused because even though i came before the gate closes i still can check in and print my boarding pass. There should be more service counter in the departure hall and a very committed staff to help the customer. I really disappointed with AirAsia company and I hope AirAsia will take responsibility to refund my flight ticket. Please contact me through my email ([protected]@gmail.com) thank you for your concern.

Hi, my booking number is deib2p. (airasia flight)
- booing number: deib2p
- flight detail pls check booking number as i m worry to disclose too many personal details here, you may message me if you want detail.
- from kul to chengdu 25-dec 9:15 / chengdu to kul 23:55
- 3 passengers, w.. (mother)/t. (father) / tzh(child)
- contact me with this email address [protected]@gmail.com
(not sure whether this is the airasia official complaint site? if true, please email to above email and i i will provide my full name, contact number as well as screen shot for you to investigagte,

1. system assign 3 seats distance too far away!
First time doing web check in and not familiar it. first time go in and found seats assign by system are: 51h (mother), 27k (father), 27b (child) . as seats are separately and not reasonable for one family to seat in 3 places separately and click reselect icon when i saw it. after reselect and found have to pay, so i cancel it.
Still there are so many available 3 seats altogether but system didnt done the basic job to put one family seats together! i am only asking one family seating together and not picking or selecting special seats!
Apparently, i think airasia is making money on purposely because they know family member will prefer to sit together so force us to pick seat and pay for it. i already screenshot the seats screen and may provide as a proof.

Fully understood if all seats are full but there are still so many available seats! what a stupid and lousy system!

Call customer support 3 times on 22/12 but replied was " sorry, you have to paid if you want to select seats"

Last time (quite a few years ago), we do check in at airport counter and the officier will assign family members seats together. that is normal standard procedure and nobody will expect 1 to seat no21, another seat at 51 and third at may be 40.
If system cannot do a good job, customer support should help to assist by mannually adjusting seat. that is from the point of client.

2. system appear w as male instead of female. i tried change to female (web check in) but system not allowed to do it. call customer support and the guy said is due to system fault and he checked at his side was "female"

3. another booking number dj3ppt
- passenger details please check booking number, my two sons
- flight details same as above

Frankly speaking, i use airasiago book separately (i.e. 2 times) simply because selecting different room types. i was regretted as my family members have to seat separately and couldnt enjoy holiday trips and makes web check in process very troublesome.

We are supposed to enjoy the trips but very disappointed and frustrated now. hope you all can look into your system issue and make it simple.
Do not trouble client because we only want fun and enjoy our trips!

I was supposed to take flight to Miri on 21 Dec 2016 at 1935. I try to check in using website but cannot. And then I go the kiosk at KLIA2 but still cannot check in. I was directed to Service Counter, but the problem is the counter is too long and by the time I was at the counter, I was denied check in. I come to the airport early. I am very frustrated with system problem and the lack of service counter. Airasia should refund my money.

При покупке билета Сеул-Себу, нам выдали документ-посадочный талон, который мы должны были еще раз зарегистрировать на стойке этой компании в аэропорту Сеула., но рейс на котором мы прилетели из Владивостока прибыл в 20-10, а регистрационные стойки компании Air Asia Zest закрываются в 20-00, вопрос как физически мы могли бы это сделать, и зачем тогда вообще выдавать эти талоны.Весь маршрут отдыха Владивосток-Сеул-Себу-Пусан-Владивосток был приобретем через компанию kiwi.com.Как можно так состыковывать рейсы.И брать за это деньги.Рейс Z2 9047

Greetings,
I am muhammad aiman bin abd rahman. I did a booking few hours ago which is on 20th december 2016 1230am. The credit card was deducted but there was no booking number, transaction in my credit or email that I received regarding on my booking. Please respond to my email in [protected]@gmail.com. Or contact me in +[protected].
Thank you.

Hi, Dear AirAsia management,
On 2 Oct 2016, We Book the Air Asia Ticket from Kuching to Kuala Lumpur Flight, but on the same day we not receive any confirmation email for AirAsia Travel Itinerary.We are always support Air Asia and so didn't met this kind of situation .

We already call in & walk in to Air Asia to check out the status, from AirAsia Crew inform us that if payment is succesful but dont have any related booking confirmation letter, it would automatilly refund the payment within 7 days, but not yet refund till today .

I check with Public Bank, Bank related inform us that transaction is successful to AirAsia .We hope we can get responses from Air Asia side.
As we check ourselves to walk in few time between Air Asia and bank.But it was same reason from each other .
Please call us to get me details & return. James Yeo [protected]
Email address : [protected]@gmail.com

Thanks you very much .

REQUEST A REFUND :
Transaction : [protected]
Date & Time : 02-Oct-2016 11:09:05 PM
Seller Name : AIRASIA BERHARD
Merchant Order No. : AKA02101611085
Seller Order No. : AKA02101611085
Transaction Amount (RM) : 155.96

Passenger Name : Tang Poh Ling
Depart - Kuching / Arrive - Kuala Lumpur
Date : 04 Oct 2016

I was supposed to going delhi to goa at 7:30 pm 20 dec 2016 and beacuse of my flight late about more than half hour i will go at 12:30 am and the air asia customer agent said it is cheap company you are getting flight after 4 hours get that otherwise we will cancel your flight then they did not provide anything to stay at airport and he was saying badly #### about air asia .

I flew with Air Asia for the first time last month and this is how my experience was. I departed Kuala Lumpur for an 8 hour flight to Bangkok, I forgot to purchase water at the airport thinking I would receive some onboard. I asked for water once I realised there was no meals or water provided on the flight. It was 4 ringett. I tried paying by debit card - the only card I have. They dont accept debit cards and the minimum was 30 ringett. So I was unable to purchase any water as I had no cash on me. I asked for tap water or anything available and I did not get anything. It was a joke! 8 hours of dehydration with no option to purchase water and none given complimentary.

There is no inflight entertainment for free. So on the way back I wanted to purchase it. I was told I could do this online, I tried- wouldnt work. I asked at 3 different air asia desks, they dont me to purchase on board..so I waited. I got onboard and they said the service is no longer available- FALSE ADVERTISING! This really annoyed me as I had another 8 hour flight with no entertainment. It was freezing onboard, the blankets- you obviously had to pay for- again- no debit cards allowed. One customer complained that much the staff allowed her to use australian dollars however the entire service is a joke. It is inhumane and outrageous that the flight was so cold and no water was available.

I never usually complain but this is wrong - and should be illegal therefore I will never fly with this airline again. No matter how cheap the flights are, it is a disgrace!

The reason of my email is to complain and demonstrate my disadisfaction regarding the tickets we bought.
On 17/09 my partner and I bought a ticket from Perth to Macau on 22/12/2016 of the Booking number SES7KC with only 3 hours of wait connection. From 17/09/16 we have been receiving emails of flight changes, now we have a flight with 12 hours wait connection. We bought the ticket with short connection and we would like to keep with a short connection. We don't want stay 12 hours in the airport since this wasn't the ticket we buy for. I would like to resolve this issue l.
Kind Regards

My flight was booked to depart from japan on 15th 4.40pm but last minutes I was informed that flight has been delay for 6 hours till 10.30pm which caused me a lot of problem that my appointment has to be all cancelled and caused me lost of business.

Hence, I would like to bring up this matter to your top management's attention and hope to obtain your explanation on why there was such a long hour delay.

Thank you.

Best regards.

I have never seen such a bad customer based company.
Today I had flight from Goa to Bangalore
I was 5 minutes late, the reporting manager instead of checking the queue length or if he can assist me since it was just 5 min. He was so rude with his NO word. And when called customer care she informed 2-3 late is okay. Check recorded calls..And entirely it depends on the service manager, when 2-3 minutes is ok what the hell it makes difference in 2 more minutes.. Is That reporting manager paying from his pocket or his fathers money..I HAVE SEEN NO AIRLINES SO RUDE..I HAD BEEN TRAVELING, PEOPLE ARE SO GOOD WITH HELPING THE CUSTOMER TO MAXIMUM..

1/ PNR - JKETUQ Dec 14, 2016
GOA - BANGALORE
I5 - 1321
Air Asia
DEPART
02:10
PM
ARRIVE
03:20

YOUR IS CUSTOMER BASED SERVICE, THEY GET PAID FOR HELPING NORMAL PEOPLE, BUT THESE PEOPLE DONT NO BASIC ETHICS, EVEN INTERNATIONAL FLIGHT SERVICE WONT ACT SO HOPELESS 😩

I WOULD MAKE SURE NO ONE FROM MY FRIENDS CIRCLE FAMILY OR ME WOULD OPT OF THIS AIRLINES.

Wasted telling NO for 30 minutes, instead looking or checking for a solution, Never saw a customer based companies have such a people . He don't have any customer ethic to help people .. which was very much possible at that time.. entire money is lost.. I would prefer paying more with other AIRLINES than this.. because of this ONE PERSON. I would post this in all possible sites for a negative review..so much annoyed, that to which is customer based.. TOO MUCH

Hi,

Date of the incident: 1 december 2016

Flight number: fd 3064
Low fare
Cnx chiang mai
Thu 01 dec 2016
06:25am

Hdy hat yai
Thu 01 dec 2016
08:20am

Client number: [protected]

Full description of the incident:

On my recent flight from chiang mai to hat yai, my baggage came damaged, i went to the air asia counter and showed them the baggage (One of the straps from my backpack was ripped of and missing).

They went look for it but could not find it, i asked to make a complain but the lady said i had to do it in the website, so that is what i am doing. Someone handling the luggage grabbed my backpack from the strap and ripped it of as it was perfect when i checked it out.

I would like to receive compensation for this damage as it was loaned from a friend and i will have to pay for it. I had a similar issue with air france some years ago and was refunded.

I leave some images attached.

Best regards,
Bruno santos

On our recent fight from HKT to BKK Phuket to Bangkok we pre-booked meals for our return flights. On the first flight on 29th November 2016 HKT to BKK my daughter and I had consumed nothing up until our in-flight meals. Thank goodness my grandson was asleep. By the time we had reached BKK my daughter was feeling ill. On arrival to our accommodation, my daughter spent the next few hours and evening having both vomiting and dairrohea. I also within a few hours of arrival followed suit. The only reason this would have taken place was food poisoning from our airline meals. This ruined our few days in Bangkok as we spent the first day and following day either in the bathroom or avoiding food. We refused to accept the pre-booked meals from BKK to HKT it was not worth risking the ill health. I would like to be compensated for all meals booked. This was such a terrible experience and although we raised the issue while in Thailand with Air Asia staff we were told to make a complaint online.

AirAsia
Your booking has been confirmed.

Your booking has been confirmed.

Dear Jourdan Piacun,
Thank you for choosing AirAsia
You could have earned
178 BIG points
Your booking number is:
OKGSMA

Regards

Jourdan Piacun

Dear Air Asia

Date of incident : 9.10.2016 @9.35am
Booking No : adfkfc
Passenger Name : Ms Joo Hong Ding

Details of Incident:

I would like to get compensation for 1 out of 4 of my luggage wheel went missing during my travel back from Seoul to KL.

Please be informed that I had purchased of 1x Air Asia Travel Protection amounting RM50.00 for this claim.

Appreciate if could get immediate feedback from Air Asia regarding this issue. Please call me at [protected] or email me at [protected]@kyoumei.com.my should you have any queries regarding this claim.

Thank you

I received notification on 2 october that our flights from phuket to melbourne had been rescheduled and that we could get a full refund. I sent a request the next day and received an automated response. I didn't hear anything for a month so I sent another request asking where my refund was. I also called the help centre and got no help. A few weeks later I sent another request and called the help centre again. A week later I received a notice the matter was being reviewed and I would get a response in 30 days. So today which is well past this last 30 day promise and I still have not got a refund. I called the help desk yet again and they said they have escalated twice but that's all they can do.

I feel devastated that I cannot get a resolution on this matter. Air asia has had my money since april. I didn't cancel or change the flights. Air asia changed them and they offered me the refund, yet I have had to apply for the refund.

Case letter references.

Cas-[protected]-jz7s6f
Cas - [protected]-qzbs5t