AirAsia
reviews and complaints

Good Morning Air Asia,

I live in Perth Australia, and I booked the following flights on the 29 November 2019.

Return flight for myself (Joanne Plumb) Perth to Bali then Bali to Perth

I also booked and paid for my sister (Julie Plumb) to fly one way from Bali to Perth.

I am still awaiting for my refund or credit for my sister's flight.

Can you please advise when I will receive this.

Thank you

My flight was cancelled due covid last November 2020- they have agreed to give me refund and until now, there is still no refund or a way to followup with them. They have my case closed even if I still didn't get a refund and they would just tell me that it is an ongoing process!

What a money grabbing company. They cancelled the flights, and they should refund the money immediately for those affected. More than 2 years of waiting is such a long time for the hard earned money!

My family is going to Palawan via Airasia flight Z2 430. Airport staff assisted us because my aunt is disabled and is in a wheelchair. We also have elderly in the group and I myself is a PWD. The airport staff who assisted us asked us to go on a separate queue so we can pass and avoid the queue. Whe we were at the door already, an Air asia staff suddenly shouted at us asking why are we on a separate queue. I told him that we were being assisted by the airport staff. He got mad and shouted at me and my aunts saying that we should fix our line. He is so rude to customers and I hope he gets more training on good manners.

I had a very bad experience today morning at Jaipur airport baggage / check in counter

The lady on the counter was so rude and unprofessional instead of helping me she was trying to make sure we have a bad experience and she even said I would have helped you but now I would not since we were not talking in the right way

Where we were trying to ask genuine questions which she was reluctant to answer

The worst experience and very unprofessional

Staff , Would never travel with Air Asia again for sure.

AVA is not sufficient and efficient in answering all the customer queries. there should be a way for the customer to have communication with the air Asia representative.

There could be either an email address, contact number or helpline to assist the customers.

Moreover, the options included under the set customer support bar does not include all the necessary areas that all the customers need to be addressed. Such as if a customer wants to increase the luggage allowed from the allocated limit.

I am very dissatisfied with your airline. Every time I buy an early flight, you suddenly send a letter to cancel it. Help me change the date and time. My hotel has been arranged. Is your airline responsible for my fees? Bought a ticket to jb to kl 4/11 and changed it to 5/11, which is unreasonable. I can accept the latest itinerary of the day, the latest time, but cannot accept the flight itinerary of the next day, I like to change the customer's itinerary, you should be responsible, you can change it to the next day without our consent . The change from kl to jb is one day late, that is, I bought 6/11 and replaced it with 7/11. I can't accept it. Are you responsible for my itinerary? Is your airline irresponsible for buying air tickets in advance? Just change the itinerary, and then the ticket price will increase, which is unreasonable! After the payment is made, the ticket is changed and the price starts again. The airline company needs to be responsible for the problem! You have more than one time, if you like it, just write to cancel it!

Regards,

Kang Peih Yi

[protected]

[protected]@yahoo.com

Regarding missing reservation Q9YS6X Reference [protected]

I purchased on AIRASIA homepage August 19. 2022. a flight from Kuala Lumpur to Udan Thani for two persons on February 13'th. 2023.

The reference number as above, the booking numbers Q9YS6X (KUL-DMK) and S27HGC (DMK-UTH).

The S27HGC flight AirAsia changed by AirAsia, the Q9YS6X is now NOT existing. I have tried several times to communicate with AVA, which does not work at all.

Please find a solution for this problem created by AirAsia.

Best regards Holger Wentzel Olsen & Maneewan Choksawas

On Aug 1, 2022, Air Asia Hotel Booking [protected] the failed within seconds of my payment. It was for one night, August 4th, at the Novotel Bangkok Suvarnabhumi Airport Hotel. Air Asia immediately sent me an email saying that they would refund my 3274.36 Baht in 14 business days. They did not.

I opened a case on the Air Asia website on August 25, 2022. The case number is #[protected]. They ask for my bank account via unencrypted email, may passport number, and other identifying information. I don't send banking information via unencyrpted email. They should offer a secure link, either encrypted email, or using their website. I can put the bank account number in the Address field of my Air Asia Member profile. Only they can see it there. My passport and most of the other information they already have as part of my Member profile.

They refuse to use any communication besides email. Now they have stopped responding altogether.

Our flight was re-scheduled from 13th to 14th of October. This has resulted in us having to change our accommodation plans and cost us over 170 euros extra. After contacting the customer service I was told that the booking was changed because the flight was not full enough and therefore Air Asia decided to cancel it and re-book the remaining passengers on another flight (see chat transcript). According to the Malaysian Aviation Consumer Protection Code 2016, this is not included as a valid cause for "extraordinary circumstances" and thus, as stated by the MAVCOM Consumer protection code;

"If an airline operating reasonably expect a flight delay of at least two hours outside scheduled departure time or in the event that a flight is cancelled, operating airlines shall offer compensation and care for passengers as specified in the First Schedule."

Therefore I would like to appeal to my consumer rights and have Air Asia provide the appropriate compensation for this matter.

Dear AA,

On the 26th of August, I booked a ticket to BBK via Thai Air. But the flight was cancelled, and I received email saying AA will refund my fee. Unfortunately, till today the refund not credited to my Credit Card.

Reference Number: - [protected]

Really disappointing, AA charge my card even the flight is not confirmed but takin too long to refund. Is the way AA is treating you customer? Or you guys pretend to forget?

My mobile [protected] / email - agesh.[protected]@gmail.com

Regards,

Good day, AirAsia. I would to raise a concern about your website. When I searched for the status of Z2614 flight that I booked last 16 September, it was displayed there that it was moved/delayed by 6 hours, from departure time of 1810H to 0015H and the arrival time from supposedly 2000H to 0205H. However, when we search for flights of the same day and time, the same flight results appeared and it was not reflected that is was rescheduled.

Dear Sir,

I searched the whole of AirAsia websites but could not find a suitable email or portal to write in to seek a refund. Therefore, this is the nearest email portal.

I booked 2 tickets from Singapore to Miri, Sarawak on 16th Sept 2022. We planned to travel on the 16th which is tomorrow. However, my wife is down with heart related problems and admitted to National University Hospital (NUH) now. Hence, we could not fly tomorrow though we have checked in yesterday. The flight details as stated below.

Booking Reference : U2J97P

Date of Flight : 16th Sep 2022.

Destination : Singapore to Miri, Sarawak

Names : Lai Leong Chin and Seow Nee Kian

We are now seeking for a refund. Kindly advise.

Appreciate your advice and acknowledgment. I may be contact at email - [protected]@gmail.com and phone (65) [protected].

If this is not the right department, kindly forward to the respective person and department. Thank you.

Regards,

Lai LC

HI airasia Team,

we received an email regarding cancellation of flight however it was been paid by card . there is no follow up for this.

I will attach here the details of the booking and please kindly response because all your email and contact are not helping, we tried to contact Philippine airlines they informed us they cannot help us regarding this matter.

here may email add: riza.[protected]@jis.edu.bn

booking reference: 5IR5FF

After much difficulty I accessed your website to upgrade my baggage from Per to DPS. The cost was $110 AUD. I have had a total of $687 taken out of my account and I am unable to contact or speak with anyone about this only a robot. I would now like to cancel my baggage upgrade and have my money refunded.

FLight ID number Q9BW6X - Perth to DPS 27/03/23

my credit account should have 3 refund transaction and total should be rm1254.58

1)Z5VJRD rm337.00 valid 05MAY24 ~ im checked airasia APP on 23FEB22

2)NVDIPS rm372.70 valid until 07MAY23 ~im checked airasia APP on 23FEB22

3)G3KFNG MYR544.88 valid until 07MAY23 ~ im checked airasia APP on 23FEB22

(REFER TO ATTACHMENT Screenshot_[protected]-61_e39d2c7de19156b0683cd93e8735f348[7899])

*item 2 & 3 valid date why changed to 10JUL22 and no received email or inform by air asia.

I also received email on 23JUL2021 from airasia informed that my credit account is now automatically extended to 36months.

(REFER ATTACHMENT AIRASIA EXTEND LETTER 23JUL21)

and my total credit amount should be rm1254.58 why suddennly my credit account only have credit rm709.70 ?

then im never made booking for booking number NVGEWY which shown on attachment picture

(REFER ATTACHMENT~Screenshot_[protected]-23_1a2ac54305a05d31585dcd0cd35d404e)

why have transaction NVGEWY on my credit account ?

please help to check all of these problem as soon as posibble.

thank you.

email: [protected]@gmail.com

ms ho lian yoke

My flight was been cancelled during Oct 2019, i request refund for more than 3time but no reply from air asia. Please submit my case and proceed it as soon as possible.

Booking number: K5BV7U

Case number: [protected]/ [protected]/ [protected]

I will come from Manila at 24 Sept 2022 on 5 pm. So i booked airasia to surabaya Indonesia at 24 september on 8 pm. But airasia reschedule my flight at 24 september on 9 am. At that time, i still in Manila.

help me to move it to fly after 24 september on 5 pm . It;s ok if i fly in 25 september in the morning first flight. My name is Sri Widati. booking number is JU4ZFL

thank you

sri widati

I have booked my ticket for 10 September from Visakhapatnam to Delhi by direct Flight I5 712. I understand that the flight is cancelled due to technical reasons and they booked me on the same day via Goa. That is not convenient to me. So I wanted to reschedule it for 9-9-2022 by I5- 766. No body is responding to my phone calls even after three hours of continuous efforts. Irrelevant repeated questions on WhatsApp and Tia. Ultimately my problem is not solved.

Hello,AirAsia member ID9999990017192198

I just tried to make a new booking using my credit but found some of the credit was not there?

Originally I had a credit of $633AUD for covid cancelled booking M1VNW2 I used this to make a new booking G7QJSN adding another $1000AUD to the account. Then, AirAsia cancelled the flight for the new booking I had made and due to that I had to cancel the new booking due to unsuitable change. I expected now to have credit totalling $1633AUD which I wanted to use to book new flight and hotel with breakfast and 1 x 20kg each way baggage,

see link.

https://www.airasia.com/snap/hotel/IP12385366DS?adults=2&country_code=AU¤cy=AUD&dest=DPS&fromDateFlight=2022-11-16&language=en-gb&orig=PER&rooms=1&toDateFlight=2022-11-21

Kindly please contact me and/or immediately reinstate $633AUD credit which should not be removed!to make the total $1633 AUD credit owing me.

Thank you

Antony Chivers +61 [protected]

I did booked a flight but did not confirmed my payment after 10 minutes, so obviously that booking is automatically cancelled online ( WY9NSX ) Aug 11, 2022. My credit account should be Php 6,934.00 , coz I did not made any payment confirmation on WY9NSX booking. My email: [protected]@GMAIL.COM and my Big I.D member [protected]...(JERRY ANTONIO GANHINHIN JAICTEN)