AirAsia
reviews and complaints

Dear Airasia Team,

I would like to make a complain regarding the above matter.
I believe this incident should not happen if the central kitchen practise and follow the hygiene SOP in preparing the meals.
I never have doubt the hygiene & cleanliness until i expirience this incident.

On 17th June 2019, after your cabin crew served the pre order " Thai Basil Chicken With Rice " the meal was completely seal as usual. Once i open the seal and the cover, i was completely shocked and stunned. I couldn't believe what i see inside the rice. I saw small little hair inside the rice. Using the spoon i decided to dig the hair out and surprisingly its a very long hair. Definitely not my hair and could not be the passenger next to me. If the hair is on the surface of the rice, it could be the hair fly or fall inside the meal when i open it, but half of the long hair is covered inside the rice until i dig it out using the spoon.
Before I call the Cabin Crew to report the incident, I had taken few photo as my evidence and reference.

The cabin crew apologies and offered me another replacement meal. I believe cabin crew already did the part for this incident.
However, I believe this incident is very serious and it could not be end up with only a apologies and replacement meal.

As a World's Best Low-Cost Airline winner at the Skytrax World Airline Awards 2019 for the 11th consecutive year, i would like to hear what the management will respond to this matter and the action taken to your catering and for the client.

I will definitely bring this matter to the highest level and involve the authority if the respond is not justify.

Attached with this email are the photo of the meals with hair inside the rice, my boarding pass and the onboard incident report form.

ZAC
+[protected]

My baggage ( Tag No. [protected]) was missing during my flight (I5 784) from Imphal to Guwahati June 18, 2019. The ground staff took note of it as I reported to them while picking my baggages at Belt. No. 2. Then, I was asked to report the matter to the office at the Guwahati airport. I was asked to file a PIR which I accordingly did it. Then, I left the office with assurance from the staff that they will inform/update me on the missing package, and return the baggage to my Shillong address. Till today, I haven't receive any information from your end.
Let me hear from your side at the earliest. In case of non-cooperation from your end, I may be compelled to take a legal recourse.

Sincerely,
AS Pamreiso Shimray,
[protected]
shimray.[protected]@gmail.com,
Shillong

I have booked a flight with my husband to Cebu on 1st August 2019 and return on 8th August 2019.. I was shocked when i saw on Airasia website in my booking flight itinerary stated departure 2nd August 2019 and return on 9th August 2019. I am trying to contact Air Asia but the funny thing is their live chat is a robot... and there is no contact number i could call from Malaysia... The flight reschedule was not formally informed to us, what if i didnt take note the itinerary in mybooking and went for my departure on 1st August 2019? And now my hotel in cebu already booked... and my leave from work already confirm.. How ridiculous an airlines company could just amend our schedule without a valid reason given... Now i am stuck as i could not get hold of any customer service (live person) to assist me. At least i need to know if the flight is confirm and given a proper email stating that the flight has change so i can try to request the hotel to amend if they could.. If any delay and the room is not available, what shall i do? I am wondering if Air Asia even bother the satisfactory of their customer.. Im sure most people expect when a ticket is purchase, the flight is confirmed unless for unexpected reason such as bad weather or others uncontrollable situation.. Now air asia change our flight date without explaining to us why and even make any effort to inform us in a proper manner, i think this is really scary airlines to depend on.. Im not sure if Airasia will even care of what i write but if Airasia does not take our complaint seriously, ill try to get it to the media including facebook to warn others to be victim like us... Lastly, i guess there is no customer service at all for air asia...

On June 20, 2019 I was travelling from Ho Chi Minh, Vietnam to Bali, Indonesia with a layover in Kuala Lumpur, Malaysia. The first flight was AK529 which departed at 12:40pm and the second flight was AK370 which left at 18:50. When I checked my baggage before the first flight, the zippers (with a lock on it) were closed and my bag was in good condition however once I picked my bag up off the carousel after my second flight, my zippers had fallen off along with the lock and the bag was open. I look forward to hearing back from someone regarding any compensation you can provide as I can no longer use this bag and must purchase something asap. Thank you.

I make call for flight cancellation i make request to cancel my flight . Your executive told me that he cancelled my flight and i get refund in 7 days and my refund amount was Rs. 17, 374 . Today i received only Rs. 4, 092/- i again called and said to them that i received only Rs. 4, 092/- your executive told me that my cancellation was cut of Rs. 13, 282 . What the hell was that you cut too much cancelation charge and a main thing is that your executive not informed me before cancelation that my cancellation charges will cut, i don't know plz refund my money back to me either i will make big complaint against you

Ref: ORL89P
I made this booking yesterday and had removed checked baggage as only going to Bali for 3 days. After the payment I realised that checked baggage had been included. I'm very upset about this and would appreciate a refund for this.
I have tried ringing and customer service said to email you this complaint.
Can someone please follow this up as possible.

Kind Regards
John Valli
[protected]@iinet.net.au

My client had a flight cancelled by Air Asia. I am trying to submit an insurance claim on her behalf (I am the travel agent) and I require a letter stating the reason why the flight was cancelled.
I have submitted requests with Air Asia multiple times to try and get this letter, but when I open a case they just close it without contacting me.
The Customer is extremely frustrated now because this has been going on since February and we can't submit her insurance claim without all relevant documentation required.

My name is Ellie Johnston, the travel agent.
The Customer's name is Teresa Brakenridge.
Her Air Asia booking reference was CL24GY.

Please contact me at ellie.[protected]@flightcentre.com.au

Thank you

I contacted AirAsia multiple times to organise a refund/voucher. I have been going around in circles talking on the chat line and also getting cut off before fixing my request. I cannot fly due to having been diagnosed with breast cancer. My booking reference is XZIHFN or JM43RV. I have a Doctor's letter confirming my illness and have uploaded it via email and it bounces back that my claim is closed and I have to fill out a new eform. I haven't been able to get an eform from your website nothing loads up! As I was the guest on this booking I keep being told nobody can help me as it has to be the member applying for the refund. Adam Thew and I are no longer a couple so I joined my member no is [protected]. I wish for the refund/voucher to be put into my member account. Please contact me regarding this matter as it has been going on for months. Regards, Kerri-Anne Date email address is [protected]@hotmail.com

I'm a Filipino citizen and on vacation from the US. I'm traveling back to Manila from davao w my family including my nephew and niece. Upon checking in, we asked for considerations or options for my niece to travel because she forgot her ID at home. We all have our ID's except her and I understand if the attendant (07554) would be polite to explain it's the requirement/policy to have ID but she wasn't. She could have just told us there's someone we can talk to at the airport to fix it (coz someone told us after about it) but she didn't and instead she talked like she has no heart for the kid. She even said that I could just leave the kid at the airport then coz she can't check her in. And was talking like a [censored]! Excuse me for my words but gosh she's very uneducated. Like what in the hell? Why would you hire someone who has no respect? I am so disappointed. Because of this I won't fly air Asia to travel anymore even though it's a little bit cheaper. Worst experience ever 👎🏼

This complaint has resulted from the fact that Air Asia staff are not empowered to think, to use common sense, or to take simple decisions. All they can do is to say robotically, "I can't help you. It's company policy." The company's culture seems to be a culture of fear - fear of making a mistake. I get the feeling that they are probably forced to pay themselves, if they make a mistake.
On Friday, 14th June, I received an email from Air Asia, which encouraged online members to register their credit card details. I went to my Profile Page to see, if I had done this before. At the same time I thought I would look up the cost of travelling to Male with Air Asia. I opened the Air Asia website at another page to find out the flight cost for a random date, namely 8th July returning on 13th July. I just wanted to see the price, so any date was fine.
So, I had a web page open with my Profile. I had another web page open with the flight cost for a trip to Male. The credit card details appeared in my Profile on the price enquiry web page and I saw an error in my credit card, so I corrected it in the Profile on that page. I did not realise that by correcting the error in my Profile I was also booking a flight. Booking the flight was a complete accident. (Booking Code: PP13TL)
I called your unhelpful and unsupportive Support Centre to explain what happened and to cancel the flight. The lady who spoke to me at about 3:40 p.m. said that she could not cancel the flight because it was company policy. I explained what had happened twice or three times, but she kept saying that she could do nothing because it was company policy.
I asked to speak to a Supervisor because normally Supervisors can think, use common sense, and make decisions. But no. He also told me that it was company policy that he could not help me. He told me to fill in a form, but he could not guarantee that it would help. And you call these people your Support Centre?
Paweena Wichai, a Customer Happiness Agent tried to make me happy by copying and pasting a corporate model letter, which did not suit the situation, and which said that it was company policy that Air Asia could not help me. (Complaint Ref. [protected].)
I tried to write back to her, but she had blocked me. Can you believe that? Your Customer Happiness Department blocked an unhappy customer! I was left with no choice but to type everything all over again, so that she could copy and paste the same inappropriate corporate letter to me again, and tell me again that it was corporate policy that she could not help me. She did not make me happy. But this would make a wonderful series of satirical videos about the airline's Customer Happiness Department.
I went back to your website to see how I could write to you personally. There I met your computerised Allstar at AVA, which is completely useless as a communicator. I amused myself for half an hour with Allstar. I live in a rural village and an 8-year old girl next door understands English better than your Allstar.
I wrote to your Twitter page and found a human being there. I asked him for your Office Secretary's email address so that I could write to the CEO. He replied apologetically that …, yes, you guessed it … he could not help me because it was company policy not to give a corporate email address. I would have to contact Paweena, your wonderful Customer Happiness Agent again, and get another copied and pasted, inappropriate corporate model letter telling me that it was company policy that she could not help me. This could be turned into a comedy film!
In normal corporations the CEO is easily reachable, but not at Air Asia. At Air Asia the CEO is even protected from the public by computerised Allstars, which cannot understand Primary School English. Is the truth about the airline's customer service so scary that the CEO has to hide? I wonder, if he ever sees the complaint letters from your customers.
So, I have asked your wonderful Customer Happiness Department to pass on a letter to the CEO, but I think that it has got lost in the system, i.e. "Don't let the CEO know about this or we'll all get into trouble!". If it does not reach the CEO, or I receive a letter again from someone telling me that Air Asia cannot help me because of company policy, then I will have to send a paper letter by mail as the CEO is inaccessible otherwise. Air Asia does not seem to know that this is the 21st century. Having to send paper letters to the CEO is so 20th century.
What your Support Team should have done was to say: "I understand your situation, (name), and I will take care of the matter right away. Please wait for just a moment. … I have cancelled your booking. Is there anything else I can do for you, (name)? … I wish you a wonderful day. Goodbye, sir." Then she would have won me over as a customer.
Your staff do not know how to deal with customer complaints. They cannot treat customers like this nowadays. Your Human Resources Department is clearly training the Support staff to say, "We can't help you. It's company policy." Then if the customer keeps complaining, they get rid of him by telling him to fill in an e-form, knowing that the Customer Happiness Agent will copy and paste a corporate model letter that says, "We can't help you. It's company policy." Your HR Department clearly does not care, if the Customer Happiness Officers lose hundreds of customers.
Air Asia makes lots of mistakes. The many Air Asia complaint websites are evidence of this. But when a customer makes a mistake, such as he checks in 2 minutes late, or he makes a mistake like I have done, your airline is totally unforgiving. "I can't help you. It's company policy." What are the airline's core values, may I ask? Integrity and Compassion are certainly not among them.
You cannot expect to beat a customer nowadays without losing far more money that you took from him; in this case, about 9, 630 Baht. Remember what happened with United Airways and "United Breaks Guitars" (https://www.youtube.com/watch?v=5YGc4zOqozo). 3 videos were made because United Airways insisted on saying "It's company policy!" The request for a repair to a guitar costing US$1, 200 resulted in the company's share value dropping over US$100 million.
This letter of complaint is not so much about the money. It is about the feelings, which your staff and your approach to customer service have created. Your staff have disrespected me, a customer, and shown that they do not care in the slightest about me. I am an inconvenience. That is what hurts.

I booked a non-refundable, non-changeable ticket from MNL-TPE for June 17th 11:15pm. I booked this ticket with every intention of taking this specific flight. However, as I explained to the customer service agent, an issue came up that was beyond my control which prevented me from being able to take that flight (and any flight out for that matter). Y situation was this: I'd applied for a visa to Taiwan and was supposed to get the passport (with the visa) back on June 17th in the afternoon. However, when I went to collect it I was told that they were quite busy that I wouldn't be able to get it u til the next day June 18th at 1:35pm.
Upon hearing this and knowing that I had a flight booked I immediately contacted AirAsia customer support to ask -as against policy as it was- that they please change my date of departure to the following day June 18th for the same time 11:15pm. Not to mention that I checked the site before to make sure that there was a flight with AirAsia that was either of equal value or less to the ticket I bought, so that I wouldn't be asking for the moon. Unfortunately, regardless of how much I asked and explained my situation, no matter how much I said that it was out of my control and that I literally couldn't leave (because my passport was at the Taiwanese embassy and I can't travel without a passport), no matter what I said, I was told, sorry there's nothing that can be done, that I'd have to buy another ticket (spend/waste more of my hard earned money) on a completely different flight. The only bit of good news was that I would be able to apply for the tax refund from the website I booked from after the flight departed. And let's be honest the tax is almost nothing back. So in a nutshell it felt like my situation was given 0 consideration and that I more or less was robbed of my money. Because who cares if I lost the money spent on the flight right? After all AirAsia already made money off of me and I'd have to buy another to get back to Taiwan so either way it's the company's win. Who cares about the person on the other end of the phone, regardless of their circumstance
Im writing here because I'm pissed off and disappointed and I hope that there's more that you can do.

Unexpectedly shoddy and shabby service by #AirAsia.

Was travelling via flight I5-591 today to Bangalore and had pre-booked a meal, believing what you guys boast of.

The food served was delayed and cold, and I never even got my coffee!

Followed up twice to be continuously deferred.

Eventually, stopped following up for the food I had pre-paid for and decided to raise a complaint (though I am not sure if even this complaint, like my repeated requests for food, will be roughshod).

I have taken AirAsia flights before but with this sort of constant deterioration of your services, I see a very bleak future ahead of you. Kindly resurrect while you still have time and customers.

In this age of severe competition, brands lose clients very fast. Especially the ones that are civilized and polite. Such people wont create a ruckus, but simply give you one or two feedbacks like this and quit using your airline

I have book a flight to Cochin from Melbourne on the date 19/06/2019 and return on 15/06/2019. While booking the ticket, I have checked the option no baggage on going to Cochin and 20 kg on coming back. I got the booking confirmation and the booking reference number as well.

After 2, 3 days I was checking the price of adding baggage 20 kg to my trip from Melbourne to Cochin. Now the site is saying that I have confirmed that I need 20 kg baggage and without paying the fee for this baggage I cannot travel. I didn't made the payment for this baggage.

When I called the customer service, they informed me that there is no option to cancel it from their end and no option to erase it off. Its like if a person check the price of an add on they are making it as approval from the customer without the permission of them indirectly. (I'm not asking for the money I already paid asking to reset the option for me to put the baggage as 0 kg)

Its so embarrassing that we we got such a bad experience with a reputed organisation like Air Asia

I had booked an Air asia flight from Chennai to Bali (VIA KL) for 26th may, Bali to kl on the 2nd june and Kl to chennai. Due to medical reasons, i was unable to travel. I submitted all the necessary documents that air asia asked for through the customer helpline. Out of the 4 tickets that i booked, only one ticket has been refunded, case no [protected] has no reply despite of repeated follow ups. Case no [protected] they said cant do anything as booked through another website.

Kindly note that the ticket that was refunded was also booked through the same website and when i spoke to air asia staff they said that since i m a BIG member, its not a problem from which website i booked through the tickets. That they would consider my case

Am appauled with the beahviour of air asia. That despite of being on medical grounds they still ignored and did not bother getting back to me.

I was booked on a flight and asked to change to an earlier flight, I was charged to do so on a premium flex ticket, 375, 000, 000 IDR.
We were then delayed by an hour, this was known when the additional money was taken and we should have been informed of this, if we had known we would not have changed flights and stayed with our original booking.

Booking number EWQVQM air Asia

Asked if on time at check in desk at 1145 and told yes QZ544 was on time.
We were happy to forego premium flex additions, but didn't get meal during flight going or on our return.

Were told in Perth it would be $220 to change to the earlier flight then charged $370 on the date of departure.

Would like a refund for these charges.

Please see booking details below, and therefore in summary we were charged $370 to fly on a flight that arrived 21mins later than scheduled after taking off 60mins late, our original flight was due to land at 1930 and arrived early at 1905.

We landed 40mins earlier than our scheduled flight instead of 90mins and were charged these fees with ground crew knowing this information and they did not share this with us when asked.

Booking number
EWQVQM

Dear Karen Tracy Stewart, your booking is confirmed.
Kepada Karen Tracy Stewart, pembelian Anda sudah terkonfirmasi

Manage booking

Check-in

Print itinerary

Perth (PER)

QZ 535

Depart / Keberangkatan
Perth (PER) 11:30
Sun 02 Jun 2019

Arrive / Kembali
Bali (DPS) 15:20
Sun 02 Jun 2019

Bali (DPS)

QZ 544

Depart / Keberangkatan
Bali (DPS) 14:05
Sun 09 Jun 2019

Arrive / Kembali
Perth (PER) 18:00
Sun 09 Jun 2019

All times shown are local in 24-hour time format

Guests

QZ 535

Premium Flex

Karen Tracy Stewart
• Seat / Kursi 5C
• Mineral Water (Cup) / Air Mineral (Gelas)
• Premium Flex / Premium Flex
• Checked baggage 20kg / Bagasi Check-In 20 kg
• Vegetable Stew with Rice Pilaf (V) / Semur Sayuran dengan Nasi Pilaf (V)

Christine Marie Morrison
• Seat / Kursi 5B
• Mineral Water (Cup) / Air Mineral (Gelas)
• Uncle Chin's Chicken Rice / Nasi Ayam Uncle Chin
• Premium Flex / Premium Flex
• Checked baggage 20kg / Bagasi Check-In 20 kg

QZ 544

Premium Flex

Karen Tracy Stewart
• Seat / Kursi 4C
• Premium Flex / Premium Flex
• Checked baggage 20kg / Bagasi Check-In 20 kg

Christine Marie Morrison
• Seat / Kursi 4B
• Premium Flex / Premium Flex
• Checked baggage 20kg / Bagasi Check-In 20 kg

Invoice Last paid 3724392 IDR

I took a flight back from Phu Quoc island on 7 June 2019 via AK546, flight delayed for 30 minutes, supposed to take off at 2.05pm.

My booking number is MMU1WB

When the food tray came towards me, I have informed the flight attendant (guy) that I have pre-paid for a meal. But, he was more concern with a customer, named Robin, kept looking for him. I raised my hand and told him that I do have a pre-paid meal. He said he will check and revert. He did not.

I have waited for a long time, while I saw my friends all being served with meals (and finished eating too after).

Another flight attendant (lady) pushing her food tray came forward, and again, I have informed her the same thing. She said, let her check and revert. Obviously, she is still busy attending to the sales of food/drinks and did not check. I brought out my booking form with prepared meal, went over and showed her. She said she will get her colleague to assist.

True enough, he came with a bag of food when the pilot already annouced 'all be seated, landing shortly'.

If I intend to eat while not on board, I would not have paid for my meal. I did not expect flight delayed for 30 minutes and food at Phu Quoc airport was costly, I could only fill my hunger on board.

Busy is not an excuse. Which flight attendant is not busy when attending to food/drinks. Having informed them and did not attend to it is NO excuse. I am extremely dissapointed (and upset as I was hoping to have my lunch on board and having bad gastric due to hunger) with this kind of service and intend to take this matter further if no response on the same. This is, I would think is BAD SERVICE

AirAsia is denying a delay of over 3 hours from original scheduled departure time and is not applying the legal text of the Passenger bill of right art 12.1 from the department of transportation Philippines.
http://www.cab.gov.ph/downloads/air-passenger-bill-of-rights

AirAsia refuses to refund or compensate me, stating the flight was only had a 2h45m delay.

Original scheduled time 3.45pm effective departed time 6.54pm

Date of flight: 4th June 2019
Time of flight: 7:45pm
Departure from: Penang International Airport
Arrival: Senai International Airport

I took flight AK 6423 from Penang to JHB, and had 3 checked-in baggage. All the three bags were not wrapped. Upon arrival at Senai International Airport, one of my checked-in bag was damaged. One of the four wheels on the bag was completely missing. I am very disappointed with how the staff involved managed my bags, as this is not a minor damage because the whole bag cannot be used anymore. I want an explanation and a compensation.
Below are my contact details and the bag size
Name: Mr.Chandran V.P Kunhikannan
Contact Number: [protected]/ +65 [protected]
Bag size:
(i) Height- 62cm
(ii) Length- 39cm
(iii) Width-24.5cm
(iv)Colour-Yellow

Note: Upon arrival, I spoke to an AirAsia officer in charge of baggage (Shikin), and she saw the bag and took a picture of it. She then advised me to lodge a complaint about it online.
I hope immediate action would be taken to resolve this issue. I will be waiting for an update regarding the matter. Thank you.

Sincerely,
Chandran V.P.Kunhikannan
[protected] (h/p)
[protected] (Sheela-Wife)

Good Afternoon
I was on board flight AK 38 from Cochin to Kuala Lumpur on 3.6.2019 at time 2325pm.
The flight was delayed for 30 minutes .
Everything went smooth but before reaching KLIA when i wanted to utilized the washroom.
While waiting for my turn to utilized the washroom the plane had a terrible shake and i was thrown from the place i was standing, resulting a terrible pain on my head and body and I was warded yesterday at Pantai Medical Centre Malacca. Can AirAsia explained why this has happened.

TQ
Detail
Subha a/p Sithamparam Pillai
[protected]

Hi,

I must say this is one of the most inhumane airlines in the history of aeronautical. I booked my holiday tickets to Kuala Terengganu for 3 days. When I arrived at the airport I wasn't allowed to get to the plane because 'i missed the boarding time'.

Firstly, AirAsia did not provide clear instructions on the check-in process and the requirement to be at the counter for verification purposes and boarding pass printing. Most passengers were directed and encouraged by staff to use the self-check-in kiosk machine for check-in and I had successfully obtained boarding passes from one of those machines. (Boarding passes issued by the machines should not have been obtained by passengers if those passes were not allowed.)

There had many staff wearing 'ask me' but none were helpful. I had to run from one corner to lane S which was at the other side of the gate and only to find 2 counters open and the lane was too long. When I finally gave in my luggage i was told i cant board because i was late when clearly your instructions was very bad. On the website it says 'For flight numbers beginning with AK, FD, Z2, QZ & i5, you must be at the boarding gate at least 30 minutes prior to schedule departure.' And I was early on this. Mind u I was at the airport at 10AM finding for the kiosk and my flight is at 12.10PM

The most inhumane part is not having the nerves to allow a passenger in. Which made me rebook another ticket (for no reason), i missed my boat to the island, cost me another night to stay at the jetty for a homestay (which wasnt in my list of plan), my hotel booked in the island wasnt able to refund me for the night I didnt stayed, and legitimately I spend only half a day at the island and left the next day. AirAsia ripped me off my money and my holiday and its the worst inhumane airlines in the history of mankind.

This was my first time flying with AirAsia and the worst experience of all. I would rather fly with Malaysian airlines for their good reputation even after everything they been through.

I need someone to get back to me on my refund. Or this complaint will get bigger.

Tq,
CRS -
Contact me on Twitter as I have on-going battle with your social media staff that isnt doing their job well. Kudos to each of u.