AirAsia
reviews and complaints

I would like to report to you regarding a very bad behavior from one of airasia ground employees gtr staff at kuala lumpur international airport - klia 2. The name is mr aeril (if not mistake), cut queue when using the atm machine, no excuse just cut the queue and no applogised to me.. No manners staff please take action if you dont want your company name ruined

Dear Sir/Madam:
This refers to a very frustrating experience we have when we got our boarding pass for flight number Z2 714 BOUND FOR Manila today, July 12, 2019 from Kalibo International Airport. Six (6) members of my family including myself who is a senior citIzen got out ticket from Air Asia on my recommendation. I used to tell friends and relatives how satisfactory boarding your airline with very skillful pilots in taking off and on touching down plus the charming crew on board. Today however, is just the opposite. The staff in the check in counter (named Christy) had all our hand carried baggages combined and claimed that we exceeded the limit of 42 kgs for the 6 of us. We are not contesting as to the excess though this is just due to the suman each of us wanted to give as pasalubong to neighbors. The collective weight is 45.7 kgs. Or a 3.7 kilos excess from the 42 kilos allowed to the 6 of us. So she demanded that we pay P1, 100 for the excess or remove the excess from our baggage. We bought the suman for only P300.00 and it is simply out of proportion to be paying P1, 100.00 . There's a lot of people who are starving and to put to waste some food to avoid payment for the excess baggage is just irrational. What she (Christy) failed to take into account is: had she also divided the excess of 3.7 kilos by 6, the excess would have been .62 kilos only for each of us. I simply feel that this is an unfair treatment and without any consideration at all for your clients who are patronizing Air Asia. It would have been understandable if the excess is over a kilo by each one of us. I hope your land staff can be more practical and use sound judgement in their course/s of action with guests and clients.
Thank you.
Very truly yours,

Concepcion A. Vego
Guest for Flight no.Z 2 714

Dear Air Asia.

I would like to bring your attention to an extremely distressful event that occurred to me while I was travelling from Terengganu to Kuala Lumpur on 7th July 2019 (AK 6219). It was a direct flight, but during the course of the trip, my checked luggage was damaged beyond repair.

You may refer to the enclosed copy of my itinerary for the dates and times of my travel so that you can gauge the timeframe that I am referring to, as well as the pictures of my damaged luggage.

Dear Air Asia.

Travelling with Air Asia has always been my preference due to its cheap fare whether for domestic or international flight. Travelling can be awesome, but it always come with a fair challenge; for example, a lost or damaged luggage. To my surprise, I have never imagined that I would have a portion of this experience with Air Asia.

I strongly believe that I should be compensated for the damaged luggage due to the negligence made by the staff in Air Asia. I sincerely hope that other customers will not encounter this kind of experience to ensure that the happiness climate of the services rendered by Air Asia can reach the sky and beyond.

Your cooperation in this matter is highly appreciated.
#iwillstillflywithAirAsia

Desirable resolution of my complaint: A brand new luggage.

Other details:

Name: Mrs. Nur Zahira Bt Samsu Zaman @ Taufiq
Hp Number: +[protected]
Email: [protected]@gmail.com / [protected]@staf.uitm.edu.my
Address: Universiti Teknologi MARA
Cawangan Negeri Sembilan
Kampus Rembau
71300 Rembau,
Negeri Sembilan Darul Khusus.
State of Residence: Negeri Sembilan, Malaysia

Flight Number: AK 6219
Flight Date: 7 JULY 2019
Flight Details: Kuala Terengganu to Kuala Lumpur

Thank you.
Nur Zahira Bt Samsu Zaman @ Taufiq

I have Dialled the customer support line over 100 times this morning in an attempt to get through. Not once Di my call get picked up, the line was always busy. Does the telephone number listed actually work?
I also attempted to arrange Insurance via the web site and again that failed as their broken robot appeared every time that I got through to the insurance page.

Hi there,

I took flights AK1727 (seat no.30B) on Monday 8 July from Penang to Singapore. After I touched down, I noticed my arms and neck had a cluster of bug bites. As it was a return trip to Singapore, these bites could not have come from anywhere apart from the plane.

I've taken AirAsia's planes a couple of times now so the fact that there are bugs on the seats of your planes is extremely concerning for me. It appears to be a serious issue which concerns the health of passengers onboard your planes.

Would appreciate a response, thanks.

Dear Air Asia

I am extremely angry with your service!

I have been trying to book a flight with you. The poor quality of your webs
ite means I always have to do this several times before I finally achieve a=
nything. I finally managed to book a flight (V3H6YN) only to find when I re=
ceived the itinerary that the dates were different from those I entered. I =
have noticed several times when trying to book flights with you that the fl=
ight dates change during the booking process and I have to start again. Thi=
s is extremely unethical, and there is no excuse for having such a poor boo=
king system on a (theoretically) international standard carrier.

I tried to cancel or modify my flight to find you charge horrendous fees. S=
o I decided to book another flight (NQRV9S). This time you did not charge m=
e a processing fee though you did on the previous occasion and when I did n=
ot receive the payment verification code on my phone in time, I had to re s=
tart the booking, and this time I was charged a fee for exactly the same fl=
ight using exactly the same card. Please see the attached screen shots whic=
h show this. What is the reason for this discrepancy?

I have also tried all options for reaching you. The [censored]ic AI system is of course no help, the given phone numbers don't work, when I finally found an email address that didn't work. Your customer service is a joke.

I want a full refund for the incorrect flight. I also want assurances that =
you will upgrade your booking system to something that does not sneakily ch=
ange parts of the booking during the process.

I am using Air Asia again this one last time because I have no choice. If I=
do not get the assurances I seek, I will never be using you again and I wi=
ll make a formal complaint to ABTA and any other associations I can find.

Dr Kit Magellan

Dear AirAsia,
This is regarding complaint number [protected]. Please reopen this ticket as I am not satisfied by your investigation. And how can you hard close the tickets without customer consent.
BOM, I5 314 on 04th July I missed this flight with six more individual. Web check in was already done and I was trying to print boarding pass just from front machine of AirAsia reception but not a single AirAsia employee was standing there to help or to provide information. Everyone was on counter dealing with customer. And when I approached to a person who introduced himself as a supervisor said it is not his responsibility to check out passengers going for Mumbai. I wonder why other competitors of AirAsia do so. I was 5 to 10 minute late to reach main counter but still AirAsia was unable to make it and reasons given by your supervisor is Gate assigned to AirAsia is last gate in airport and they don't have any vechile which can take us to there. Really this is how AirAsia operates. Then it should be mention on tickets that passenger should book their own cabs till flight parking area. I am highly disappointed by AirAsia service and want full amount refund. If you want you can recheck Airport cctv footage and everything to make sure what really happened that day. We were unknown to this condition in order to provide us next flight tickets they threw us out of lobby area.
Please escalate this and write down email to me.

I flew with AirAsia on 04 July, flight #D7 373 from Taipei, Taiwan to Kuala Lumpur. From Kuala Lumpur to Sharjah we had to fly by using Airarabia on 05 July at 9:55 a.m. We had to go from terminal 1 to terminal 2 to get another flight (Airarabia). But unfortunately, Immigration strictly denied providing us with transit for another flight (Airarabia). They showed as a circulation that they only provide transit to the only bellow mentioned airlines
1. AirAsia
2. Malindo air
3. Maya air
Having such circulation where it was clearly mentioned that there is no transit for other flights except above-mentioned flights even your staff checked our next flights before issuing boarding card at Taipei- Taoyuan airport then why were we allowed travelling Kuala Lumpur from Taipei? At immigration, our cell phone and everything was detained in custody and we were not allowed to cancel our next flights from Kuala Lumpur to Sharjah and then Sharjah to Pakistan. Ultimately we were deported back to Taipei, Taiwan after 30 hours being kept in isolation. It was ignorance of your staff having such circulation we were allowed to travel Kuala Lumpur. We were PhD students but we were treated like animals. My family was considering that our plane was crashed in an accident because we had not been in kept touch from them for two days. This happened due to negligence and unprofessional service of your staffs. I need justice and need a full refund of both airlines (AirAsia and Airarabia) back to me as soon as possible.

We arrived an hour before our flight from Osaka to Honolulu. When we arrived they had already closed the counter. They refused to let us check in since we had bags. We had paid for our bags and food and they refused to refund us. They said they couldn't get us to Hawaii until Wednesday and it is Saturday! We had to pay $1, 800 to get back to Hawaii on another airline and a hotel stay.

Assalammualaikum dan selamat malam..sy merupakan pegawai imigresen di klia2 ingin membuat aduan mengenai attitude sesetengah crew Airasia semasa berhadapan dengan pegawai imigresen di kaunter...aduan ini ditujukan kepada segelintir flight attndt dan bukan semua ..semasa mereka dtg ke kaunter imigresen dan ingin membuat clearance tidak kira semasa tiba di arrival atau semasa departure mereka kerap berbual sesama rakan mereka semasa clearance sedang di lakukan..berbual2 dgn nada suara yg kuat dan bergelak ketawa merupakan satu perbuatan yang tidak profesional terutama ketika di hadapan pegwai yg sedang membuat clearance...ada juga staff yang bermain telefon semasa proses clearance di lakukan..perbuatan itu secara psikologi nya menunjukkn tindakan spt tidak menghormati pegawai di hadapan mereka..kebanyakan mereka terdiri dr crew yg masih muda dan baru bertugas..maaf saya katakan, crew senior yg pernah berkhidmat dgn MAS dan kapten lebih molek sikap nya jika di bandingkan dgn crew yg baru setahun jagung bekerja...crew Airasia tetap merupakan subjek yg hadir di hadapan pegawai imigresen dan mereka sepatutnya berdiam diri, dan mengikut arahan ketika di kaunter imigresen..mereka ttp di layan spt pax2 yg lain..tiada kompromi melainkan laluan khas crew shj utk mereka..di harapnya Airasia akan lebih bertegas mengenai kakitangan anda dan selamat maju jaya..syabas kepada kapten2 dan crew2 yg bersikap profesional semasa di kaunter imigresen..

The online service is always answers by [censored]ic AI and when tried to connect to so call ‘allstar' crews Will never get any reply. Even the phone line provided is like non existing. What is Tony Fernandez doing?

I have tried to amend a spelling mistake via all channels provided by airasia website and repeatedly leave my name and emails more of less about 10 times but no reply after 24 hours of waiting. I'm starting to suspect there is no sincerity in providing assistance to the customers. The only a of this airline is to squeeze every cents out of the customers!

Hi, i am currently at KLIA 2 airport. I just encountered a horrible customer service agent. This just turned my experience in malaysia a very bad one. I reached the airport at 1.30pm, with my flight being scheduled at 2.25pm to singapore. I went to the counter V13 at about 1.40pm to check in and the customer service agent serving passengers at that counter V13 wasnt even welcoming. When it was my turn, she simply said counter is closed, you missed your flight. Firstly, i was already at the counter 45 mins before my flight, air asia should have a leeway as i believe 30 mins is sufficient for check in. Even if that fails, air asia should allow rescheduling. Amidst all these, what made me feel so terrible was the service by the customer service agent at air asia counter v13 at about 1.40pm, 6th july 2019. She simply said you missed your flight in a rude manner and didnt offer any solutions at all. I hope air asia would take my feedback seriously and improve their service level.

I would like to take this opportunity to lodge complaint regarding AirAsia ground staff who work at gate J20 KLIA2 since 5:30pm. We arrived at our departure gate at J20 early for our flight at 7.25pm to Kota kinabalu..we entered the gate and was chased out she said it was not the time yet to enter...but others are allowed to enter it...i felt being mistreated by this female, blond haired staff.

I have compilent to our my baggage yesterday I have a flight to India bt the AirAsia counter in India he will be saying my Hand and Traveller bag are tha marge After the come in Malaysia but I have a hand baggage but the travel baggage is missing.
Plz help me my baggage code is AK12 and Sudarshan Kumar /Abhinash Kumar plz find out and come back my travel baggage the is colour gray and He the tag for American tourist he is long 15 Inches to Upside Heights

Salam sejahtera,

I'm taking this opportunity to lodge a complaint pertaining the above matter. I was going to Kota Bharu from KLIA 2 for a very important family function. The scheduled departure time was 1310H on 30th June 2019 (AK6436). I arrived at departure hall about 15 minutes prior to boarding time when i was asked by staffs there including security guard (1 out of 3 staffs named Nurul Fazlin binti Amir) to weigh my bags. I carried 2 bags - 1 backpacker & 1 laptop bag that exceeded 7 kg. I was not satisfied with their rudeness asking me to queue in a long row without further assistance that shall resulted in missed flight. I came there with my brother & my sister. They managed to get thru. She said to me to buy new ticket easily without providing any assistance. The same thing happened to me while queuing at long, crowded check in counter. Finally i missed my flight on that day due to poor customer service. I do not have right to question on company's policy but i do ask for improvement of your customer service & politeness of your staff.
Thank you.

On Monday June 17 we were on an Air Asia flight direct from Lombok to Perth.
A young couple sitting in front of us were in exit row seats with extra leg room.
One of the hostesses came and told the girl she had to move from her seat and sit behind - next to me, leaving her partner sitting by himself.
The couple's booked seats were a bit further back in the plane but they had moved to the vacant seats with the "wider leg room" as he is 6 foot 6 inches tall.
One of the hostesses said they had to pay AUS $14 for each seat.
They had only enough in rupiah to pay for one seat and tried to pay for the other one with a credit card and was told the facility was not available.
I told the girl that it was ridiculous and she should move back to her seat next to her partner, which she did.
The hostess came again to tell her she had to move back out of the seat!
It was at this point I told the hostess it was ridiculous and an angry exchange began between the hostess and myself. She, saying it was the rules and I, saying that it was ridiculous!
The girl had previously told me that they would go back to their original booked seats but other passengers were now sitting in their seats. A number of passengers had moved to different seats.
I told the girl to go back and sit next to her partner and we will pay ...which we did! The wide leg seats were originally vacant. Many other passengers had moved around to different seats so the demand by the hostess was completely ridiculous.
Air Asia staff need how to treat other passengers with more consideration and respect.
On reading the Air Asia Inflight magazine it states, "People come first". Not in this case!
Other than that incident we enjoyed our flight over and other staff we very friendly.

First of, I was thinking of purchasing some add on baggage while I was checking in my flight. Due to a few failed attempt (realized I had insufficient fund in my bank account) I decided to cancelled the add on baggage because air asia dont let people board the flight when they have extended unpaid fund.

So, Calling the customer service obviously came in mind and coming to find out that the customer support numbers were unavailable numbers.
(Airasia is always my desperate option choice, I would not choose this airline whenever I can afford better)

After research, besides unreliable social media platform customer services like facebook and twitter, I decided to use the Chat AVA (it's just a stupid generated shortcut menu lady)
It was a horrible experience. "I can't understand what is your question ... " just popped up the whole time. My problem isnt the "popular problem" that's why i need to speak to a person, if it was a usual problem, i could have solve my own problem by looking up the popular enquiries section. Why go all the way to talk to a computer. What the hell.

Then I'm seeing Live Chat option which might be able to help me, so i waited(twice). For about 15 mins for both times, dear lord I just want to ask 2 questionsssss.
"Can i cancel the extra baggage though i have not check in yet?"
"Give me Air Asia's customer service number please!"

The first time when i successfully connect to an agent, the screen just doesnt work. No keyboard popping up for me to type, No button to click to type anything. There's just nothing!
There's the agent's name and a End Char button. That's it.
My flight is flying in less than 8 hours and this is happening. I know it's not the end of the world, but still. I felt hopeless when i couldnt get any help or even an answer to my 2 simple questions.

I tried the second time and the same thing happen.

AirAsia. Your tech attempted customer service is horrible and it has made me decided to not rely on your airline ever.

I was set to travel from Australia as an international student to Bali. I have been in contact with AirAsia as I have had to return home due to a terminal illness of my sister AirAsia have the worst possible customer service known to man. They have been responding to my Tweets and 100 different agents have been dealing with the matter. They initially offered me a refund in form of airline credit, however as I explained I was not from any country where their airline operates from this was not fair. They have since been ignoring all correspondence and through their twitter service providing vague responses that I will receive a refund but not specified this will be to my bank account, they cannot give details, they will not provide head office details and are ignoring emails sent. DO NOT BOOK THROUGH THIS AIRLINE NOTHING BUT HASSLE!

I want to complain on behalf of my brother Virdi Garcia II whose baggage was lost by airasia philippines from Manila bound to Cebu. Flight Z2902 last March 30, 2019. We were offered that your company will compensate us.they said its been already posted.but until now we haven't received anything.we are very disappointed on how you handle such things.we are expecting that this matter will be expedite.expecting a reply from you.we can be reached at my brothers email [protected]@gmail.com. Thank you

When I booked my flights I didnt realize that the dates were incorrect and the dates were a week after what I intended. Within 24 hrs I did the online checkin. I checked on the time so i would be able to adjust what time I need to be in the airport. Since the online check jn went through i was confident everything was good to go. In the airport I was able to even get an actual print out. Before the xray, there was a check on the tickets to validate the seats. That is when the girl said that my flight is not for another week! I get that it was my miss but the system should have not allowed for me to check in a week before my flight. With that I needed to get a reschedule so I can fly to Cebu from Davao. I had to pay TWICE and my cost was basically twice because I had to get another ticket going back! So much stress and all we get is a robot thing?! IF THEIR ONLINE CHECKIN ALREADY DIDNT ALLOW FOR THE ONLINE CHECK IN i would have just been able to get another ticket "cheaper" and just reschedule the wrong itinerary some other time. Instead I HAD TO PAY DOUBLE. NEVER AGAIN! With the amount I paid I should have just went with PAL and gotten business class.