Malaysia - 560025
Our air asia flight from kl to jhb (Ak5276) on 22-dec-2009 was delayed an hour from 2115 to 2215. This is the 2nd time delay after our previous delayed flight from kl-langkawi (Ak5328) on 20 dec 2009 from 1610 to 1730. The good things is we had bought air asia goinsure travel protection insurance and it does covered flight delayed. The bad things was, we only can claim if the delay time is 6 hours long, no less (This is for domestic travel, for international you have to check).In addition, to make a claim (If you are entitled to do so) you need to surrender a written report from air asia for the delayed confirmation (This is because the insurance services is from another company and not managed by air asia). Just imagine the work need to be done for making claim here. There are also a lot of hidden policies for this insurance which is more likely to secure money from customer than protecting them (I remembered the ceo saying that they are making profits over it, I don't blame him, it's a business anyway). To conclude, buying an insurance for traveling with air asia is an option but does it really providing the cover you need? And is the process of making the claim is at ease? Please re-think again before buying goinsure with air asia. Btw, why you need a travel policy anyway? All air services company is responsible for its passenger safety during travel. Adios!
My wife booked a flight through air asia's website here in the uk.
The transaction, after proceeding to the very end returned an error! With nothing other than a case code!
She has spent an hour and half on the phone (They have a toll number here in the uk) at her cost, trying to work out what happened and how to avoid being charged twice!
The phone assistants claim it has finished for the weekend (Nothing outside mon-fri 9-5pm) and it maybe that her booking will be fixed by it and go ahead, in the meantime she has to book a flight with the exact same details as previous (No details provided, no verification email, no nothing) or else be charged for both bookings!
The assistance by phone offer no assistance outside it support hours, claiming that it will not be until monday sometime (Depending on it).. And also when she intends to be flying... That it will be able to clarify what happened!
So despite a case code (They can't trace records from this) , no it support for this issue, no help from the booking support phone assistant's and no manager offering any support.. We have to take all the risk on a & pound;1000 - flight. They refuse to assist us, despite the cost of this (Highly inflated) christmas flight (To visit unwell uncle!). Subsequently we realise there are other flights, only costing marginally more, offering much less difficulty!!
This is an utter disgrace... This is air asia.. Please don't make our mistake, please use another airline. This is outrageous and totally lacking in any form of customer service. It has been a horrible experience.
I will gladly offer further details to anybody interested in knowing more. We are in the uk, please benefit from our bad experience. Look for following letters to the straits times :)
We are very angry and disappointed with this lack of customer service - it's not like we have bought a cheap consumer item - this is costly flight at a difficult time!
Get real air asia. And remember one customer with a bad experience will tell many, many other potential customers to go somewhere else.
Andrewh (Harker. [protected]@gmail.com)
Booked for flight and hotel, and during transaction, computer got hang. Called credit card and they said payment went through. Immediately called singapore air asia, and was told its a subsidiary of air asia and need to call malaysia office. emailed them but no reply since 4 days. Called airasia, put on hold for 10 minutes. Expect me to wait and put on hold over overseas call??? Called singapore office again and was told they would sent service request and will respond within 24 hours. Its been 48 hours and no reply.
Pls stay away from goholiday.airasia.com. This is the worst customer service and i will never choose air asia ever again. I paid $1000/- plus and am in dilemma.
I am no longer able to emailed to airasia. Can anyone help? I live in nz. Thanks. Fr mary
Dear sir / mdm,
I had call many many times, emailed twice. I have 2 replied emailed. One said “ the department will contact me”, the other said “ pls contact call centre”. I was asked to email malaysia - [protected]@airasia.com but no reply after 2 ½ week. I have done everything I can but no one will help me. Please, do something for me or I will seek lawyer’s advice.
- - - - - original message - - - - -
From: mary [mailto:[protected]@orcon.Net. Nz]
Sent: saturday, 28 november 2009 1:21 p. M.
To: 'malaysia - [protected]@airasia.com'
Subject: waiting for refund after 3 mths +
Dear sir / mdm,
I am desperate! I need someone to help me!
I live in new zealand.
I made a booking from tianjin to kl, for 19 mar 2010 on 21 aug 2009 12. 27. The error report appeared as “the fare and / or flights that you selected are no longer available. . Although they were when the system displayed them to you initially. Someone else has just purchased the seat (S) that you were considering.
Your credit card has not been charged. We suggest that you return to the search page to look for new flights and / or fares.
I made a new booking from tianjin to kl, for 20 mar 2010 on 21 aug 2009 12. 36 again. Few minutes after the failed attempt. The error report appeared as “ a possible duplicate booking has been detected, this may occurred …. . Please call reservation center for assistance. Case number: ak012940525007
When I checked my credit card a / c, I was shocked and angry, my credit card has been charged twice. I had 2 bookings from tianjin to kl, ons3aq and ow8wdq confirmed.
On the same day, I called the centre, after 3 calls, I talked to zak (Near 12. 50) , he said the error dued to website error. I will get my refund back in 30 days & cancelled the ons3aq for me. I was not happy, the website error & I have to wait 30 days??? But nothing I can do, I live in nz.
I called again, 2 days later on 23 / 8 / 09 at 09. 35, the staff told me not to worry. Ons3aq has been confirmed cancelled, wait for refund. I feel better.
On 21 / 9, one month later, no refund. I called twice, finaly at 13. 24 talked to kevin, then put me to mathew, give me a case no. 1814286. Mathew said the previous staff put my payment on hold, he will do it right away & promised me, refund in 30 days. I was more unhappy. But nothing I can do but just keep waiting.
On 24 / 10, 2 months later, no refund. I have called 5 times. I called again on 26 / 10. The staffs who answered keep promising me refund in progress. But still no refund…
On 27 / 11, 3 months later, no refund. I called around 09. 30, the line was not the best. I couldn’t hear the female staff name properly. She told me I won’t get my refund dued to my double booking error but she can put the $ in credit shelf. More shockly, she told me, the credit shelf expired in 25 / 2 / 10. She is sure of what she said.
Dear sir / mdm,
I have lost! I do not know what to say from nz anymore. Is there anyone from airasia who will help me to put this matter right???
I emailed twice. The first replied dated 6 / 11 / 09 as below
“dear ms mary,
Greetings from airasia.
Please rest assured that we have received your specific complain and your request have been forwarded to the respective department. The department will contact you directly.
Thanks and regards,
I was so happy, thinking someone will help me finaly. But after sometimes, I emailed again and got replied on 26 / 11 / 09 as below
” dear mary tee
Greetings from airasia.
Regards to your inquiry, we appreciate if you can contact our
Call center for further inquiry at 603 - [protected] / [protected] open daily from 8am to 9pm (Malaysia time +8 gmt).
We apologies for the inconveniences caused.
Thank you. ”
Please, can someone help me?? Merry x’mas!
Linda anne martin / flight no : ak5271 (jhb - kul) 24 november 2009 departure : 0905 hrs
Flight time was postponed to 1200 hrs - delayed by 3 hours - no email, telephone call or notice was given to passenger causing inconvenience having to wait at senai airport for 3 hours before flight departed at 1215 hrs.
Demand for compensation.
Stewardess insist to cancel my meal.
Meal had bought during online booking, boarding pass had printed meal is server during check in. However stewardess reject to server me, he claimed that my name unable found in they meal list.
No matter how i'm prove I had bought my meal. The stewardess insists reject to serve me.
Stewardess told me send an email to "[protected]@airaisa.com" and claim my money back via this email. This email is useless send out 3 times, 3 times feedback " delivery to the following recipient failed permanently ".
Go to booking webside send an email, the feedback is " kindly contact our service centre ". Call the number always busy. I'm give up.
I cannot understand why so poor service, the plane do not have extra meal ? Why insist want me to claim my money back ?
Give up airasia service.
In october 2009, I booked air-ticket to tianjin, china for my wife and myself. Unfortunately, I was told by my friend in early november that the flight was anounced cancelled, described in sinchew daily... I failed to get anyone of them for inquiry/clarification after I had tried for so many times to call to airasia kl office.
I never received a single call or email from their office until this minute... What a terrible so call best-budget-airline in the world!!! As a malaysian, I really shame on the airasia!!!
Why they never take initiative to contact with customer for refund? I strong believe that they have a very poor management team and system. They surely fail in one day if keep going on with this type of attitude like malaysia-government-style...
On 25 septermber 2009, I was taking the air asia flight from tianjin to kuala lumpur, air asia flight was delay for 4 hours and cause me need to stay at malaysia for 1 night with out booking any hotel. This is my first time taking this flight with this problem. I was travelling with my mum and 2 of my daughter below 3 year old and my wife who was pregnant for 5 months. When asked for help at the counter r68 with accomodation problem, they refuse to help me and what ever they help to looking for was very far from airport, if not was really expensive to us. Because early moring 5 pm we need to go to airport and we arrive at malaysia was really late at night. And they just too ridiculas doesn't like to offer any help and make us more trouble bring us to the police station and the staff was really rude asked the police man to make us bad record, told us don't come back to take their flight anymore and also told us that don't want to see us at malaysia anymore. I mean those staff was really hurrible with their action. The staff was really unreasonable and doesn't provide good help to us and he also run out from his counter and come out would like to him me at the first place. Luckily the other staff was stopping him from that. And they still bring me to police station and always said I sis violant but actually his staff was the one, who did that problem.
I was really dispointed with this flight. And I also promise I will nor recommend any one to take this flight anymore and whole my family and relative will not take this rediculas flight too... Bad... Horrible...
Who the heck are they?
I never booked, contacted, knew about this company, till i got some charges in my credit card of their services.
Of course, since i am based it is difficult to me to contact them by phone. I emailed them telling my problem and they said i need to contact my bank, so it is the only one who can take charge of this situation.
It is my credit card stupids!!
I also have the confirmation numbers of the flights, i don't know why they cannot cancel them immediately. Js3rdm and zt57bt.
They must check first the credit card information to check if it can proceed.
In the meantime the thieves are very happy with their free tickets.
Be careful with this company!
4 friends and I had booked a flight from kota kinabalu to singapore on the 26th of october 2009, under booking numbers vmvvem and qqzjax. The flight was to depart from kota kinabalu at 1840hrs. The night before the flight, one of us received a text message from the airline with information that the flight has been rescheduled and pushed forward to 1455hrs. As we were atop mount kinabalu, it was impossible to make this flight. Informing us of a flight change less than 24 hours before the flight was absolutely unacceptable. Your airline must note that most people make itineraries on holidays and sometimes, these plans cannot be changed at the whim and fancy of the airline they have booked.
Upon reaching the base of mount kinabalu, I checked my email account and there was an email notification from your airline dated 25th october informing the same. I contacted your call center at about 3pm and spoke for half an hour with your staff (A lady by the name of maler), who informed me that this change in timing had been made on the 7th of october, and insisted that an email had been sent out on that date. However, none of us received any notification till the 25th. Nevertheless, she was sympathetic and checked the system for alternative routes back to singapore, but later informed us that we would have to pay the balance of about 600rm per person for a flight to kuala lumpur and then singapore. I felt this was unreasonable, as we shouldnt have to pay for the incompetence of your airline to inform us of a flight change that had been made more than 2 weeks before. Maler then checked with a supervisor, and then said that the airline wasn't able to arrange for alternative flights home as route changes are not allowed. I must stress that this route change wasn't a choice made by us, but rather a last resort to get back to singapore in time for our commitments the next morning. I managed to speak with a supervisor who didn't seem to understand this, and instead behaved as if we were being unreasonable by demanding a different route home. When your airline makes a major blunder like this, causing extreme inconvenience, I would expect at the least, an alternative route home. Such a request is neither demanding nor unreasonable. Your supervisor stated that we could only opt for a refund, or take the flight the next day, which was to land in singapore at 1710hrs. Having commitments, a flight the next day was not an option.
We then checked online for alternative flights and found one departing kota kinabalu at 0655hrs the next morning for johor bahru. We tried to book that flight but the internet connection was not good so I contacted the call center again at about 615pm to book the flight. I spoke with a malay man who insisted that I make the booking myself on the internet as it was "very easy". If I had access to the internet, I wouldn't be contacting your call center. He then said that he couldnt make the booking and that I should go to the nearest sales office to make the booking. He then gave me the address of a sales office in kota kinabalu city at 94 jalan gaya (With a telephone number: [protected]), and the number of a miss leslie ([protected]). He said that the sales office would close at 7pm. He also gave an alternative, which was the counter at the kota kinabalu international airport, and said that it would close at about 12 midnight or 1am.in addition, he gave me 5 phone numbers for the airport counter ([protected], [protected], [protected], [protected], [protected] and [protected]).
We went to jalan gaya, but no. 94 was not an airasia office. We searched high and low and asked the other shopkeepers, but none knew of its existence. The two phone numbers also were not in service. We then dialled the airport numbers, but all were not in service with the exception of one, which was not answered. We went to the airport, but then found out that the counter there was closed as well (This was at 730pm). To sum it up, the information given by your staff, and I presume this is the information in your system, is inaccurate, reflecting imaginary offices and outdated phone numbers. Such an inability to even keep track of your offices is extremely pathetic, and highly unsatisfactory in terms of customer service.
Around 8pm, I made another call to your call center, and spoke with an extremely rude lady named angela. I explained that the offices had closed and that I couldn't make the internet booking, and she simply said to wait till the next morning, when the counter opened at 8am. I said that the flight was at 655am, and asked her to make the booking on her end, and she said it was not possible. She did not take the initiative to inform me of any other way I could make the booking. I lost my patience and shouted that I had been facing inconvenience the entire day because of your lousy airline, and was still being met with such service. When I was done, she responded with a very patronising "finished?". I must say that is extremely rude of your staff. After all the unsatisfactory service which I had received the entire day (And which I had told her about at the start of the conversation), she still had such audacity!
She then (Rudely) told me that we should just go to the airport at 4am in the morning to purchase the ticket from the check-in counter, stating that there were many seats available on the flight. At that point, I didn't trust anything that was stated in your "system" anymore, and I asked if she could simply book our seats and then we would make the payment at the airport, so that we could atleast be assured of a flight home, but she refused. She kept saying "we cannot do that". I ask, what can your call center do then, other than be extremely rude and arrogant? It is the main call center of your airline, but you have wrong information in your system and you are unable to make bookings that are less than 24 hours in advance, even if all your sales offices are closed. I find this very ridiculous.
Left with no choice, we awoke early and reached the airport at 4am, only to find that the counter opens at 5am. Another indication that your staff is unable to give accurate information. We waited in an empty airport for an hour before buying tickets that were rm80 more expensive than the price reflected on the internet. I also did not sign a confirmation nor receive a receipt for my credit card transaction, as they were "unable to print it from the counter". I have never heard of such a thing in my life.
To sum it all up, your airline offers very disappointing service and is extremely incompetent as reflected by your very late notice of flight timing, your inaccurate information and your lousy, unaccomodating staff. Air asia definitely does not live up to its name of "world's best low-cost airline" with such service, and is definitely not one that any of my friends nor I will book in the future. I do hope you take note of this email and buck up on your service standards.
An open letter to mr. Fernandez,
I am writing this letter of complaint on this website, as I have tried to email airasia previously and had no response.
On sunday 18th october I received an sms notifying me that my flight qz7592 kl to bandung had been rescheduled from 9:50 to 20:30 on the same day. With two flights departing earlier, I attempted to contact the information number provided to reschedule to an earlier flight. Online changes attract a rp250, 000 and as the change was a result of airasia's schedule change, I did not feel I should have to pay extra! Unfortunately, I think I would have been better off paying the change fee. When I called on sunday, the call centre had already closed. I tried to contact them again on monday, only to be put on hold for some 50 minutes before getting through. The customer support person was helpful and indicated the appropriate personnel would call me later to confirm the change at not extra cost. Monday passed without a follow-up call. I tried again on monday evening, but was cut off after waiting for 15 minutes. I tried again tuesday morning - could not get through. Tuesday afternoon - tried again, only to wait on hold for 32 minutes. Again, helpful staff, but I was put on hold, this time to talk to the personnel responsible for changes. Waited another 15 minutes before being cut off. A total of 52 minutes on an international call. (No use calling the indonesian support centre - after holding a few minutes there - you just get cut off).
So, after some 2.5 hours on hold on international calls within two days, I am still no better off. My flight has still not been changed. What to do?
Yours in disappointment,
Basically the video that was taken on board the AirAsia aircraft - http://www.youtube.com/watch?v=sghPVZUYQhA - and then picked up by a consumerist group tells the story - one of a cut-price airline that is not maintaining its aircraft, nor exercising its duty of care. I'd like advice as to which International body/authority can take them to task, because it appears that legislation in Malaysia 'ignores' such breaches of internationally accepted standards, and unabated it can not be unexpected that lives may well be lost. The airline's attitude to safety can be seen here: http://airasiaannus.blogspot.com/2009/09/airasia-safety-part-2.html and further here: http://airasiaannus.blogspot.com/2008/09/air-asia-convice-us-theyre-unsafe.html
I became aware of this from a friend who was a passenger on this flight from Thailand to Singapore and witnessed another passenger taking this video highlighted here; in this case and in light of the AirAsia aircraft being in international airspace, could Singapore's legislation not be brought to bear over a Malaysian company? Thanks for your consideration.
Dee C. Tan
I would like to bring to attention that i was refused to rebook a flight from Singapore to Bali booked 16/09/2009 to 17/09/2009 under the basis it was outside the 48 hour period for changing bookings. As it happens I left Bali to Singapore 14/09/2009 12.35pm and landed in singapore 1610 approx. by the time out of customs and to hotel found that my paperwork for visa was not through and would need to possibly stay extra day in singapore but woould be confirmed the following day.
As it happened I was required to stay and rebook accomidation ( by the way hotel the Park At Clark Queys) were more than willing to assist.
On phoning Air Asia to rebook ticket for myself and my wife I was told could not be done as company policy but seats were available on the 17/09/2009 and would be required to pay for new ticket, the only refund i would receive would be airport tax, trying to explain to Ais Asia that I was still in the air before 48 hour limit did not matter (you acnnot make call from plane??) on asking to talk to the mans supervisor or manager of bookings he refused, so now I am out of pocket by SG $500 and upset to the point that I am trying to find someone to talk to but this information is also impossible to get so I intend to put this matter into the press, the Bali Media, Internet and every forum possible to let people know how unreasonable Air Asia booking system is, and their online booking seats do not work as I requested row 1 E, F on the way to Singapore as I was on crutches with broken leg and that booking did not work either NO HELP AT ALL !!!
My luggage 's handle had been broken by the crew that handle the baggage. When I changed the travelling date the rest of the bookings does not change automatically beware anyone that wish to change the travelling date have to check with them at least 2 times they are soo lazy they only want to collect money from u but nothing else. I have paid for the comfort kit, meals and checked in baggge but they try to rip me of when I travel on the same date by telling me I have to pay an extra & pound;85 for the luggage and I do not get meals or comfort kit but I have already pay for it. But at last I argue with the man at the checked in desk and he saw the last intinerary that I have paid for the checked in luggage andmeals just when I thought things were sorted but then on board I could not get any comfort kit although I have already paid for just because I have change my date of travel it does not show on their system how bad is that. I have complain to the company but no action has been taken. I have not got my rm 75 or the comfort kit beware of this airlines do not buy tickets from them unless you really have to. I would recomend malaysia airlines because they are really reasonable and do not rip of the passenger this will be my first and last air asia trip... Plus they still have the courage to ask me to keep travelling with them..
On 10Aug'09, my fiancee and myself tried to check in for our flight to Phuket. However, I was barred from checking-in because the counter claimed my passport to have 1 day less than 6 month before expiry (my passport expiry date was 9 Feb 2010). We were shocked for the rejection to board and the very unhelpful service from AirAsia. No solution/assistance was actively shown to us who have paid for the tickets! We as customers who have paid for the tickets should not deserve such a push-away attitude. We are not convinced that the "1 day less" issue can really result us from not being able to go Phuket. If it is really that critical, why the online booking never prompt for the expiry date of passport? It's a definite cheat for the our money in this case! We were anxious for wasting all the preparations we had done for this trip. However, we manage to purchase another 2 tickets from TigerAirways on the same day later at 7.15pm. Ironically, knowing my passport expiry date, TigerAirways assured me that my passport had just sufficient 6 month allowance. Finally we passed through Phuket custom checkpoint without any problem to and fro (we came back on 13Aug09 by Airasia Thailand). What a ridiculous service AirAsia Singapore had put up?! It's a cheat of our money and we demand your refund for our tickets. We'll write in to the newspapers forum if this is not satisfactorily settled!
Just being late for 7 minutes, airasia in singapore would cancel your right to board their flight. Make things worse, have purchase over rm155 of excess baggage and they stand to forfeit that. They want you to purchase a new fare and new baggage fee of rm310 (Being twice the amount of the excess baggage fee, since purchase less than 24hrs). That is how they make the profit. Through some misfortune of others. They stand to make extra airfare of $210 plus rm310 or rm510 plus the original $255 ringgit they already make. This is blood sucking prasite behavior.
What the heck is with this airline customer services. I just want to talk to a customer service representative to change a name in my itinerary, but the automated system just gives me the run around without providing a solution. Is it so hard to add a number to just send me direct to a customer service rep without all the hassle of a stupid ###ing idiot automated system??!! Also the system does say that it can change names but after that it just end's there, it doesn't state WHERE and HOW do i change names, it doesn't even provide the option of connecting with customer service rep, it just ask's whether you want to hear the stupid recording again or go back to the main menu ARGHHHHHH!!!
If this is world's best airline... i wonder what the world's worst airline is...
i recently booked a flight and accomodation package from air asia. i too will have to agree with everything everyone has expressed here. they SUCK!! after submitting my credit card details for the package there was an server error, i immediately rang my bank and to my suprise the money had already been taken out. i then rang air asia to chase up the matter. i was told by the cust serv that they had no record of such a tranaction being made. so i rang my bank and they confirmed again that the funds went to airasia/go holidays. so i rang air asia again and i was then told that package deals are handled by go holiday. so i rang them. waiting on the phone for almost 1hr my call was finally answered i spoke to someone who said that my matter will be analysed by their finance people on monday and they will get back to me within 24hrs. it's been over 24hrs and still no word from them! so i decide to call AGAIN and here i'am waiting on them to answer my call, it's been 43mins and counting. POOR CUSTOMER SERVICE! i feel like i've been scam'd by this airasia holiday deal! am i gonna get my $$$ back? AIRASIA RUINED MY HOLIDAY!
My name is k chandrasekharan. I was booked on flight qz7695 from kuala lumpur to jakarta on monday 20th july 2009. The flight was scheduled to depart at 20.50 but was delayed and finally took off after midnight.
This delay caused me a lot of inconvenience. I understand that I would be reimbursed a sum of about rm 200.
My postal address is
2a laluan tambun perdana 10
Panorama tambun perdana
I would like you to address my complaint and let me know the outcome. You can contact me at
This is an email i sent to [protected]@airasia.com on 4th April 2009, and until today, i have not received even 1 reply from them..
"I have book a group (4 pax) ticket on 16th May 2008, from Miri to Bali transit through Kota Kinabalu. Unfortunately, the flight was cancelled. I went to Miri Branch AirAsia office on 9th August 2008, looking for refund.
Overall, i have requested for 5 refunds (booking no.: WSEDLA, PLTNCF, FW4YDD, BQGCAD and HQ2DCF). As at today's date (23rd July 2009), i have only received 4 refunds.
I have been in and out from Miri Branch AirAsia office regarding this matter, for uncountable times. Surprisingly, i had been told that the refund have actually credited into my credit card account, but i did not received.
After that, i brought all my credit card statement which i used to book the ticket, to show to the officer in AirAsia Miri Branch, but, the answer i get was, AirAsia's Finance Department had just moved to Thailand, and i have to wait for reply from them, once they reply, the office in Miri will call me up.
Unfortunately until today, i have not received any phone call and refund for my request. I am really curious what make it took so much time to proceed such a small matter?"
And yet, yesterday (22nd July 2009), i went to Air Asia office AGAIN, when i ask the officer, he just said, he will call me up for updates.
What a dissappointed working attitude!!
What should i do?