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1.3 1650 Reviews

AirAsia Complaints Summary

132 Resolved
1516 Unresolved
Our verdict: If considering services from AirAsia with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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AirAsia reviews & complaints 1650

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ComplaintsBoard
V
12:53 am EDT

AirAsia let everyone book and pay for their tickets before informing their flight to be cancel and force passengers to pay more for other option.

On the 1st week of sept, knowing that airasia (Them) would be discontinuing macau-kuching v. V for good effective end of oct, they still advertised their promotion over the media offering attractive prices travelling on this route.

Obviously, everybody flocked into their website buying tickets for the next 6 months or so. 2 weeks later, I was aware that they began to re-shuffle this route from daily to 3 times a week. A week after that, they decided to discontinue operating this route effective 25th oct.

I started making calls to their hotline, as I was holding more than 10 trips on this route (Tickets purchased without promotion price). To my dissapointment, I was put on hold for more than 30 mins each time. A total of 10 calls were made for the next 3 days. On 17th sep, 11am, since I was on my way to hong kong in klia, I approached their counter personally.

Nobody was manning their counter, as I stood there for more than 40 mins. The information counter reassured me that airasia counter was open, so I had no choice but to wait. Then katrina showed up followed by another girl. How could 2 person from that very same counter dissapear at the same time for more than 40 mins?

When I told katrina about my flight bookings, she said everything is still confirmed. I insisted that she double check, when she then made a call. She then reply " call our call centre, I cannot help you". I was given 2 numbers, one which is the same number, again on 'hold' and the other was a "wrong department!"quoted by the person answering the phone.

I don't have time to be kept waiting over the line ($ being spent) but katrina was not helpful and kept on telling me to call their call centre. She was impolite and was willing to give me her name so that I could write a feedback regarding her attitude back to her company.

Airasia had always being not one of my favourite no frills airline. They always re-time (Shuffling few flights to one if the loading is light) their flights not regarding if you have a connecting flight (In the same airline) , they will not be responsible and the word 'delay' is common. What pushes me to travel with them on this particular route is only the convenience which saves me time for a transit stop. With the attitude of their staff and the way they handle their operational disruption, my strong advice to fellow travellers is to avoid this airline by all means. Their price are not that cheap compared to other full service airline, sometimes they are more expensive due to hidden cost (Which cannot be refund if situation like this occurs). Most probably, they would re-route me at the end, giving me no choice but to transit in kl, because they operate mfm-kul v. V. 4 times a day (Daily) with exceptional light load.

They may be one of the most successful no frills in south east asia, that is because their passengers (Mostly malaysian) were not given much option to choose the airlines to fly. Besides, once tickets purchased, no after sales service even though if flights were disrupted. Probably, airasia tried to make passengers fed up from trying so hard to contact them thus giving up our paid trips. All my purchases were done using an user id, which I cannot see the reason why they cannot let me know that my flight had been cancelled. Until today, they did not issue a notice saying that they discontinue this route which I bet a lot of passengers would be furious during checking in on departure day.

This is my only channel to voice out and share this awful experience because negative feedbacks or comments were not welcome in malaysian papers, so as writing to them.

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ComplaintsBoard
V
12:51 am EDT

AirAsia throw away unused tickets even worth more than usd200

On 10th October 2008, I received an email from Airasia informing me that my flight Kuching-Macau (23rd October 2008) would be departing earlier at 9am. Which is 6hours 25mins earlier from the same flt that used to depart a month ago. I had no idea that this flight had been re-timed, only upon receiving their email. Thus, knowing that I was not able to depart that early due to meeting constraints, I had to call up their call centre to re-book myself on a flight which departs later than that.

On 12th October, I called their call centre (long distance) and I was put on hold for more than 30mins(normal practice) before Amy Leong answered. I told her about my situation, she told me that I was not able to change my flight to a later date, because that is the only flight (KCH-MFM) left in the century. AK had discontinue to operate this route.

She told me that I cannot change the destination either as stated in the Terms and Conditions, eventhough I agreed to forge out the difference. She also informed me that I cannot refund this ticket and the only option they gave me was either travel on this date or change to a flight earlier than this date. I told her, I was on another booking which I will arrive Kuching on 19th October, which is 4 days earlier, and how could I possible leave earlier than that. If I could, I would not have to go thru all the fuss of scrambling to get a later flight after my original booked flight.

This means that since I cannot travel on my original flight, cannot change my destination (by paying the difference), cannot refund, AK had no other flights for me to change my date of travel, I would just have to throw away this ticket(costing more than USD200) and buy a new one to travel on a later date. This is pure STRIPPING out of their so called ‘valued customer’.

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Fireant888
, HK
Mar 03, 2010 11:55 pm EST

AirAsia is bad and with poor management, thus it reflects in their customers services and the services they provide. We should all join the group in Facebook to let others know about the poor and bad services AA is providing, not only that, how AA cheats money out of their "valued customers"...

I will never fly on AA again. I hope others would also consider twice before making any bookings on AA...They claim to be a value airline, but in fact, their prices alot of times are more expensive than many world-class airlines, such as CX, SQ...E.g., flight from HK to Phuket can cost more than HKD4K (round trip), not including inflight meals, assigned seats, luggage cost...whereas in many cases other so called "non-value airlines" offer flights to the same destinations at much lower prices and include all the things that are not included on AA.

ComplaintsBoard
P
9:18 pm EDT

AirAsia stolen items/terrible customer service

Items were stolen from my bag while it was checked with the airline.
All efforts to inform air asia of the theft proved useless; I was repeatedly put on hold, disconnected, given incorrect information, etc. Over the phone. Every time that I requested to speak to a manager (Over the phone and in person at the airport) they were conveniently out of the office.in all, I spent 9 hours of my time trying to report the theft - and I still haven't gotten through! - very frustrating. They don't even care; it is clear that their policies are intended to actively deter customers from filing complaints or helping them with their problems. They don't care about their customers, and they don't care that they are employing thieves.

Do not fly air asia - there are plenty of other budget carriers out there. Terrible, terrible company.

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CKHC
, MY
Sep 06, 2013 10:56 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

air asia services really terrible, things was stolen at air asia plane, tell the staff, but they said many reason, busy, so at the end, helpless.they said it was your responsible to take care your belonging.hey, how i know air asia got thieves, this really unresponsible word, services.after many hour of non sense talk, they said you can complaint at our website.then a period of time, air asia just let it over without giving a word of sorry, a responsible explaination.AIR ASIA AIRLINE REALLY A BAD AND TERRIBLE AIRLINE AND ALSO A THIEF AIRLINE.

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B.S Yap
, MY
Dec 19, 2008 3:13 am EST

I totally agreed on what they said, Airasia provide terible customer services.Noboby answer the phone, why don't apply hunting line ? Such of big company? World best airflight, I don't think so!

(Five emails sender)

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air asia users
,
Nov 01, 2008 7:52 am EDT

to air asia,

please..please..please..please..please..please...and...please...
update your customer services...
i already call air asia to book my ticket from last night and untill now, i can't reach...
what wrong with your staff?
is it too busy untill can't pick up phone?
i feel really disappointed with your services.
i can't book my ticket with my credit card through online..
then, i call air asia to book my ticket but nobody answer..
how comes?
is it the best services for me as your user from 2 years ago?
please...
upgrade your services before we move to others company...

ComplaintsBoard
T
11:34 pm EDT

AirAsia a letter of dissappointed on air asia services offer

Dear Sir / Madam,

As per title, the flight schedule has delay about 5 hours without advance information

Experienced the change of flight schedule not only depart, but also return

This is a very disappointed experience where this is the 1st time we join Air Asia, a company with service improving version

We spending a lot of time and facing lost of money due to vacancy booking in tourism, accommodation & lost in biz

Hopefully, with Air Asia go insure return cover (Cert no : 8F995563 ), some expenses are covered,

Flight Details :

Depart : Kuala Lumpur LCCT (KUL) to Bali (DPS) Economy

Saturday, 23 Aug 08 Flight AK 904

Origin depart : 16:45 Actual depart : 21:30 ( Arrived Hotel : 0100am)

Return : Bali (DPS) to Kuala Lumpur LCCI (KUL) Economy

Wednesday, 27 Aug 08 Flight QZ 9002

Origin depart Bali 07:50 Actual depart :6:00

Hope to hear Air Asia immediate response pertaining this issue

** Hotline is not reachable

The 1st letter written on 6th Sep 08, until today no reply received yet

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B
bee
, JP
May 22, 2009 4:58 am EDT

AIR ASIA IS THE WORST EVER AIRLINE, EVEN WORSE THAN AIR CHINA...WHICH IS PRETTY BAD

NO SERVICE. SHAKY FLYING. RUDE FLIGHT ATTENDANTS AND GROUND STAFF.

MAYBE THEY SHOULD START CHARGING FOR PEOPLE TO SEE UP THOSE SHORT SKIRTS, SINCE THEY ARE CHARGING FOR EVERYTHING ELSE!

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Adrian
,
Sep 30, 2008 11:37 pm EDT

I totally agree! The service is so bad at Air Asia!

I complaint about a delay per email as well and the only answer I've got was that I should call the customer service. After 10 min. waiting time I could reach someone. The lady in the line was not really pleased and completely incompetent. The gave a another contact number which unfortunaly doesn't work!

I feeled totally folled by Air Asia...never, ever again!

Flight: Singapore to KL/ 20.07.2008/ AK127

ComplaintsBoard
M
5:12 am EDT

AirAsia change of flights not handled properly

I am writing on behalf of my sister and many other guests scheduled to travel on AirAsia X FLIGHT D72702 bound from Kuala Lumpur to Gold Coast today 31st August 2008 at 10.20am. I was informed by a friend that AirAsia has been experiencing technical problems with its vessel traveling this long haul route for the past week or so and that they are directing its passengers to board a different flight from KLIA instead of LCCT. Her husband went through the same problem a few days back and has advised me to check my sister's flight arrangement with AirAsia since she is traveling soon.

I acknowledge the fact that when it comes to technical problems of an aircraft, that there is not much that can be done. It is fully understandable and i congratulate AirAsia for taking prompt action by diverting its services using another airline's fleet. Nevertheless, did I speak too soon?

My main disappointment that has led to the intention of writing this letter is the way things are communicated to its passengers with regards to this issue. Being a communication practitioner myself, it is devastated my to see that AirAsia does not take the very essence of communication seriously, especially in times of crisis like this. Rule of Thumb, KEEP STAKEHOLDERS INFORMED.

My sister has been booked on this flight to Gold Coast. One week prior to this date, AirAsia X has sent a reminder via email of the confirmation of this flight and its details. For that, I thank you. However, 1 day before date of departure, she receives a simple SMS on her mobile that reads the following:

"FLIGHT D72707 to GoldCoast on Sun 31AUG08 Will Operated From Main Terminal KLIA (Not Low Cost Terminal). Pls Proceed To AirAsia Sales Counter in KLIA By 4.30PM Sun." Here's some communication "gaps" that I was able to pick up instantly from the first sight of this problem. Listed also are my complaints with regards to this situation.

* Firstly, there was a simple grammatical error in the message as underlined. (Please proof read. It may sound tiny, but it isn't)

* Secondly, I personally feel that this SMS has no sufficient details that is much needed for passengers bound to travel on the said carrier. Shouldn't it include the following?

1. The date and time of the new flight
2. Which airport it will arrive in (Brisbane Airport or Gold Coast Airport?

* Thirdly, why was this SMS sent only 1 day prior to the flight when AirAsia knew for quite sometime that passengers will be diverted to use another service? If notification was sent earlier, passengers could have ample time to make adjustments to their travel plans (i.e airport pickup, connecting flights, accommodation etc).

* Fourthly, wouldn't a courteous email be an easier way to communicate clear and concise details instead of only sending this inadequate SMS? Emails would give AirAsia room to explain the situation and give proper details of the situation and also refer passengers to the designated person(s) or department that is in-charge of handling this specific case. I was surprised that AirAsia did not choose this excellent communication tool which is FREE but rather subscribe to send instant text message that I believe would incur cost to the company.

* No information what so ever was made available through AirAsia's website. No announcement, no press release and no proper links. This is the fastest way to reach stakeholders involved, in this case the passengers. Furthermore, when I tried to check the status of this flight using the service provided on the website, it still states the previous bookings with no alteration at all. I am aware that this might be a computer generated information system BUT it could have been altered given that this problem have been going on for a week or so. IF under any circumstances that passengers' mobile phone were missing or they had problems receiving SMS, what is then AirAsia's contingency plans?

* My sister reached KLIA airport by 3.30pm today and made her way to the AirAsia counter. When she got there, the ground staff told her that she had to wait for the arrival of a certain AirAsia personnel, whom will turn up only at 5pm to brief passengers about their flight journey. Another 1 and a half hour of the day gone just like that!

* To make matters worse, she only got details of her flight at 6.30pm! We might not have paid a lot for the flight, but our time must mean something, right?

* Not enough with all that, she is then directed on a flight to Sydney, departing at 10pm Malaysian time, arriving Sydney at 7.50am Australian time, where she has to check her self out, go to another airline counter and arrange for the next flight out to Gold Coast. It didn't stop here, she has to now wait for 4 hours in Sydney Airport before the flight departs to Gold Coast at 12pm.How ridiculous is this? So much for a first experience on AirAsia.

I would greatly appreciate that AirAsia look into this matter seriously at the soonest. This may seem like just another letter of complaint but this also is an opportunity for AirAsia to see itself from an outsider's point of view. In this case, a communication practitioner's point of view. I may not be a professional in this field yet, but if I as a "nobody" could see into these tiny little details, why can't an international airline giant who has an army of professionals working for them see this coming?

Once again, I must stress that it is not the technical problem of the vessel that has led to this mail but rather the "crisis communication management" that this company puts into resolving this matter.

I'd appreciate a feedback on this matter as I, myself is a frequent flyer on AirAsia. It is things like these that hinders AirAsia's reputation, and this is what is at stake at the moment.

Regards!

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Frustrated Customer with Airasia
, MY
Dec 15, 2010 7:04 am EST

I booked my tickets (for 6 pax) to Jogjakarta. But unfortunately the flight has been cancelled due to volcano errruption (mount Merapi) . until now i still have not recieved my refund. had writen numerous complaints and emails but no feedback . what can we do to get back the moneY?

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TaRe
,
Sep 16, 2008 10:02 am EDT

Hey Jie, if you do have a way to get their attention, please let me know... I have been trying to contact Air Asia for a week but only to receive "Sorry all our agents are busy due to overwhelming response from our promotions... " Tried the email but was unsuccessful. In fact, all I got was only an auto email reply.

Air Asia sux... Never gonna try another booking with them.

Btw, do let us know what was your outcome too... Thanks!

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jie
,
Sep 03, 2008 9:39 pm EDT

actually i agree with u all

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jie
,
Sep 03, 2008 9:34 pm EDT

today im facing almost the same problem, mine is, they call me at 10pm last nite just to tell me than my flight change from 2pm to 5pm, due to "Personal from Management" how can that be? personal from management? it only to me not to others passenger. when i ask what personal? he sound hesitating and just said the same reason. he even force me to accept the changes.. that i have no choice. when i ask him that did he change my time so that others may take it, he hesitate.. so its like he simply change my time for his benefit.

after few argument with him, he told me there is a flight around 12pm & if im interested, i said i prefer not to change my flight. anyway i've paid. i've read their terms & cond. none mentioning that AirAsia can change our flight just like that.
so i told me ok i will take 12pm but not the 5pm flight and that he will email me. this morning when i check my flight, he change it to 5pm no 12pm as he promise.

i cant believe they keep a dishonest staff there.

i plan to bring this up.. have contacted some ppl today who may know how to get directly to the big guy over there.

hope to get some result...

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Deric Low
,
Sep 02, 2008 5:24 pm EDT

Hi, I faced the same problem like your sister but the different is I and my family were the victims from flight D72703 from Gold Coast to KL on 30th August 2008. Air Asia only sms us less than 24 hours before the flight date. When we receive the message and tried to call their hotline in Australia. But we wait more than 30 minutes and still not managed to get somebody respond. Until we have to call back direct to Malaysia line just able to get the their respond. And do you know what is the reason they provided? They only feedback like your case, technical problem. This is what kind of reason! So we checked with them again what they can do for us. Terrible! Do you know what options their only can provide to me? Wait until 6th September 2008 to get the next air asia flight without provide us accommodation or refund the return amount to us. Do you see, there is no any consumer protection at all. So due to we not able to wait the next flight so my wife decided to take the refund. Lastly, we still need to paid more for return flight from other airline. When we came back to Malaysia, we thought that we can claim it from air asia GoInsurance. Unfortunately, the insurance only cover if we cancel the flight by ourselve and not the air line cancel the flight. This is a very worst of insurance that provide by air asia. So I and my wife and other passengers which we met at air port and faced the same problem like us still going to fight for our compensation with air asia.

ComplaintsBoard
Y
1:00 am EDT

AirAsia no one pick-up and engaged only

Very hard to get thru air asia phone included toll free, there no body pick-up or engaged only. I call since 11.30am until 4pm. Very bad...

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g cannell
, FR
May 18, 2010 11:06 am EDT

my flight was delayed 10 days in Kualu Lumpur I need to be riibursed for hotel & living expenses

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SK Yew
, MY
May 08, 2009 2:44 am EDT

FLIGHT DELAY FOR 2 HOURS.

Our flight from KUL to Hong Kong on 6th May 2009 on AK 78 (for
2 person); confirmation no : H8P2DP.

We write in to claim compensation for the delay as we were told by
your customer service to so do.

We can be contacted on mobile phone no : [protected] (Mr. Patrick
Mow) and [protected] (Mr. SK Yew)

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Sharmaine Chong
, MY
Jul 01, 2009 7:34 am EDT

My booking no is ADFQBN, My flight from Kuala Lumpur to Phuket no AK828 on time from 12.45pm was delayed to about 15.35pm.Many passenger were furious including us because its jeorpardise our plans and schedules and every looks tired.Im writing in to claim compensation for the delay.I undersstand air asia will compensate us wit RM200 voucher.Ihope to hear from you soon for the compensation.

Regards,
Sharmaine Chong

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Sharmaine Chong
, MY
Jul 01, 2009 7:43 am EDT

My booking no is ZDB5BT, My flight from Kuala Lumpur to Phuket No AK828 at time 12.45pm was delayed to 15.35pm.Many passengers were furious including me.Because its jeorpardise our plans and schedules.Meanswhile our return flight AK829 at time 13.25pm delayed to about 15.30pm.I am writing in to claim compensation for the delay.
I hope to hear from you soon for the compensation.

Regards,
Max Wong

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choong kim voon
, MY
Dec 20, 2009 9:05 pm EST

My booking number QQ1BCX, 20/Dec/2009 (Sun) flight from Bali(DPS) to Kuala Lumpur (KUL) AK363 at time 1355hrs delayed to 1630 hrs, delayed 2hrs and 35 mins.
Our family were feel its jeopardize our traveling plans and schdule, not just the money we lost and important is our time!
I am writing in to claim the compensation for the flight delay and please proceed the compensation claim as soon.

Regards
Choong kim voon
Chuang chooi ching
Choong shueh cheng
Choong shueh ying
Choong shao qian

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CF, Penang
, MY
Dec 23, 2010 9:52 am EST
Verified customer This comment was posted by a verified customer. Learn more

Dear Manager

Dec 23, 2010, AK 5807 from Singapore to Penang, it is indeed a disappointing flight.
This flight has re-time twice. Original flight was 11.00pm then re-time to 1.30am and final re-time to 1.10am
Just imagine after a tired business trip flight delay for two hours and stranded in Changi airport till
all the shops was closed. When I reach Penang it is already 3.00am.
This is the first time I was in the airport for almost half a day and yet middle of the night sitting in the airport
looking so dumb.

What went wrong with the schedule? Flights suppose to be punctual unless it is heavy rain or snow. That night
there is no rain at all not even thunderstorm. Singapore and Malaysia is not even snowing.
Everyone was looking so lost and there are quite number of children that night waiting to reach to their beds.

I do not know whether you know that punctuality it so important in our daily life? Every minute and very second
count especially when you are on yr way to sign a million dollar contract. What happen when u are late?
What happen when someone u love is dying and waiting to see you?

Please improve on your punctuality schedule.

PUNCTUALITY IS A MUST!

Thank you.

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KIM2367
, MY
Dec 28, 2012 3:40 am EST

AIR ASIA IS THE WORST AIRLINES VERY BAD SERVICE THEY JUST MAKE U IRRITATED NO COMMONSENSE THEIR NUMBER IS ALWAYS BUSY NEVER WILL TAKE AIR ASIA

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Gan Sock Chin
, MY
Oct 04, 2011 6:41 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Flight delayed on 16.09.2011 AK451 (8am) Medan - Kuala Lumpur (booking no: G9KP5Q)
Name as below:-
1. Chinakalea Velaisamy
2. Segar Samikanoo
3. Balaguru pakirisamy
4. R Subramaniam R Ramanaidu.
Our flight was delayed more than 8 hours on 16th Sept 2011 we just want to claim back for our business appointment expense on this delayed.
Your attention and immediately action was highly appreciately.this is not the first time submittion for this matter. 1st time on 23.09.2011 but any answer from our site. I very regret to your service and please reply me as soon as possible.
My contact number is [protected] and my email address gan_sockchin@yahoo.com.my

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Maksudul Alam
, JP
Jan 11, 2011 4:41 am EST
Verified customer This comment was posted by a verified customer. Learn more

Consumers should not use Air Asia.

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CFTAN
, MY
Dec 09, 2010 1:50 am EST

Our flight from Macau to Penang on 30th November 2010 flight no: AK5073
at time 12.00 was delayed to 21.30, and we have 10 person in one group. We are writing in to claim compensation for the delay. We hope to hear from you soon for the compensation.

ComplaintsBoard
W
12:29 am EDT

AirAsia concern about safety

To Whom It May Concern,

I am writing to inform you of my concern and displeasure on my 2 most recent flights with Air Asia.

The flight detals are:
1) AK55 on 19th August
2) AK46 on 25th August

On 19th August, the plane was about to land in LCCT and it just a few metres above the runway when suddenly the plane pick up speed and took off again. It has caused great anxiety to the passengers and only later the captain said they had to take off again and wait for another 10 minutes as they did not get clearance from the airport to land yet. I believe this should not have happened at all. If the plane was not given clearance in the first place, it should not even attempt landing on the runway and call off the landing out of the sudden. No word of apology was issued. Needless to explain further, the safety of all the passengers in the plane has been compromised.

On 25th August, the plane took off from LCCT and after 20 minutes of air travel, it turned back and landed back in LCCT. Again, this has caused great anxiety to the passengers and it was delayed by an hour before it finally took off. There is no explanation until when it has taken off again, the pilot says there is some technical issues so the plane has to come back to LCCT. As I was seated infront, I can only observe a new crew member coming on board and suspected that the plane has intially left with 3 crew members instead of 4. Again, this should not have happened if procedures were followed closely. I would only assume that safety of the passengers has been compromised here, otherwise it would not return flight to pick up an additional crew member.

Being a passenger, I wish to ask for an explanation on the above incidents and if Airasia will undertake to compensate the passengers for the above incidents where safety has been clearly compromised and it is causing unnecessary over-anxiety of the passengers without any explanation offered by the pilots.

Last but not least, my baggage damage claim has submitted but not been processed, and i have emailed a Mr Yusrie at [protected]@airasia.com after 2 months from the date of its first report on March 26, 2008 but there is no reply. Please let me know the status and if Airasia is looking in ways to improve the safety of our baggages since this is the 3rd time that my different baggages have been pried open from the side.

I await your reply before making any further decision. Thank you

Yours sincerely,

Wong

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Ivy Tan
, MY
Mar 31, 2011 6:25 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Seems my complaint also no new to airasia then.
My flight was even worst to what Wong's experienced. All passengers was lift off from the seat suddenly for couple of time without a prior notification from our great AA pilot. Over anxiety is just not something to be taken care by AA. Disappointed

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Trefor
, NZ
Oct 10, 2010 3:56 pm EDT

I have used Airasia on a number of occasions and find them ok. My expectations are not that high because they are a low cost airline. However some aspects of their operation are a concern to me. Waiting for a flight from Bangkok to Singapore maintainance staff were changing a nose wheel when boarding had started. I think this shows that they need to operate available aircraft to cope with the increasing number of destinations.
LCCT Airport Kuala Lumpur is a crazy experience with limited staff at check in and an overwhelming sense of barely controlled chaos.
Take time to shop around for tickets with full service airlines because after paying for all the extras your low cost airline is sometimes not that low cost.
Trevor. New Zealand

ComplaintsBoard
A
6:32 am EDT

AirAsia tardiness & uninformative

My wife and I went for a short visit to Bankok to visit familly. We were in Singapore at the time so it was just a quick flight over. The way there went smoothly, but the way back we had a 2.5 hour delay. Every half an hour the ground crew would report an extra half hour delay. Why couldn't they just inform the customers how long the total delay would be from the start! I went to the counter to ask wat the delay was to get a gauge of how long it would really take. There one lady told me they were waiting on the engineer (WORRYING!). The next one told me they were waiting on the captain (THE WHOLE CREW WERE SITTING IN THE LOBBY A COUPLE OF SEATS AWAY FROM US)! Also, the quality of the planes was a bit shocking. They looked like 4th hand planes from an Spanish company! Loose bits, outdated technology, etc.. I really was surprised to see that they advertise themselves on posters saying "We gaurentee to be on time..."! Wat, yeah right! Personally, I shall never travel with Air Asia & EasyJet (thats a whole different story) ever again!

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LMK
,
Aug 07, 2008 12:31 am EDT

I had similarly bad experiences flying AA and helpdesk. Here's what one should do/not do if you want your complaints to be taken seriously:

a) best to file complaints with organizations that matters to AA. In this case, it would be Skytrax which reviews and rates airlines all over world.

Air Asia were the winners of the Best Low-Cost Airline Asia awarded by Skytrax in 2007. Commenting on the winning title, Tony Fernandes, CEO of AirAsia, said "It gives me great pride to receive this accolade. We are expanding our market, and to be known as one of the best in the Asian region is an astounding success story for a 5 year old company. Credit goes to all our staff. "

No airlines would want to be consistently rated poorly by Skytrax. See link:
http://www.airlinequality.com/Forum/air_asia.htm

b) Send email to Mr Fernandez, CEO himself. Then only the COO and other personnel will sit up and take your complaint seriously. No point sending complaint emails to AA or call the call centre. You'll get standard auto reply, stating they can't attend to all emails.

c) Complaint letters to mainstream papers would not likely be published for "reasons" best known to the papers themselves.

d) buy 1 lot of air asia shares. You can personally air your grievances to the top management / press / shareholders during the AGM Q&A session

ComplaintsBoard
A
1:49 am EDT

AirAsia terrible service

I had fly with Air Asia a few times to Kota Kinabalu and last night when I arrived from Kota Kinabalu, I have a terrible experience with the wheel chair service personal. His name is Adaly. I arrived via AK5121 which touch down at about 1145pm. I had earlier book 2 wheel chair while I was in KK airport and paid the sum of RM12. When I arrived at KL, LCCT, the wheel chair personal said I have to pay extra RM12. What is this going on? We had an argument and want to put on the phone with the boss. When I ask I want to see the boss personally and he told me that the boss is not around. How would I know if he is cheating me? He also had become aggressive and even shouted at me and pointing finger at me. How can you have such person working for you? It will tarnish your image !

When I go to KK a few days earlier, KK side did not even asked me for any extra. Even your staff at KK check in counter did not even mention to me anything that I need to pay extra when I checked in.

And furthermore that guy (Adaly) said that he is from Caravan. But as far as I know, I am dealing with Air Asia and Air Asia at KK issued me a receipt, 1381596 and 1381595. He even very rude to me saying that if I don’t pay he cannot service me and just push the wheel chair like that. And on that wheel chair have 2 old passengers and one of them having walking difficulty. What if they fall down? Are YOU going to be responsible for it? Luckily I have friends with me and they helped me to push the wheel chair.

What kind of service of this that Air Asia is providing which is rude and also unsystematic on the wheelchair arrangement? As stated at your website ‘Yes, it will be provided upon request at the point of your check in at the counter before departure. Please note that a nominal fee of RM12 will be levied upon departure and only upon arrival to LCCT or Johor Bahru.’ From my understanding that I only need to pay once but why he ask for more?

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,
Oct 06, 2008 9:22 pm EDT

Classic Air Asia - the boss is never around.
Wonder if its a coincidence that I had items stolen from my bag after it was checked at Kota Kinabalu. Hope you had better luck than I did filing a complaint with the company. They were totally unreceptive to my ordeal. Clearly they don't value their customers at all.

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4:10 am EST

AirAsia slow refund, bad customer service, low credibility

Recently I booked a Go Holiday package via Airasia to Siem Reap. I made the booking in August 18th. Unfortunately, Airasia changed the time of flight from KL to Siem Reap. Hence, we have decided to cancel the package and get the refund back.
We lodge the cancellation on 27th December 2007. They informed us that we shall get our refund back after 30 days of working days. On the 27th of Jan, we gave an e-mail to them but they didn't give us any prompt reply. We tried to call them but the call was either dead or engaged, and for your information, no answering machine was set up to attend to the customer. With my perseverance, finally I got to speak to a customer service there. They tried to put me away by telling me that the supervisor is not around and even give me 'fake' name which I found out when I ask for the same person the second time. On 29th January, I received an e-mail from Normah Rahmat (The supervisor) confirming the amount of my refund which is rm3244.32. She promised me that I will get my refund as they have banked in to my account and also, she told me that she will check with the finance institute and give me a call back. Unfortunately, the refund did not happen and no
call was received. For the past few days, I have tried to call Airasia and Go Holiday but the calls were either engaged or no one attend to it after 10 minutes putting me on hold. I think I'm not the only one suffer from this and hope that this will bring attention to you and other consumers. I also hope to get my money back as soon as possible as it's a big sum to me. Thanks!

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Colin Walker
, US
Jan 16, 2024 4:39 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Our last contact from them was in Nov 2021 by email where they stated they as part of their debt restructuring, they had transferred our flight credit to shares.

But i have tried to contact them but with no response.

Booking UTVKMI 15/05/2020

Case Number [protected]

Colin Walker

colin.walker@westnet.com.au

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Vipin Vimali
, US
Nov 19, 2023 6:36 pm EST
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It an emergency situation.

Due to dead

I cancel my ticket.

I have speked to the employee but they didn't cancelled my ticket..pls cancelled my ticket and refund my amount

My ticket number is RW01EK31171-1

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hengry
, US
Nov 13, 2023 8:54 pm EST
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Airaisa problem solving is very bad

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Sheila Nolasco
, US
Oct 22, 2023 11:36 pm EDT
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I received a text and email notification from my bank of a purchase transaction which is UNAUTHORIZED. My credit card has been compromised and I have communicated this with my bank as well.

Transaction was made on October 9, 2023 at 9:00PM with the amount of

PHP 49,076.22 using a Visa credit card ending 6007.

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123 Jitu
New Delhi, IN
Sep 23, 2023 4:57 pm EDT
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When we reach to airport found flight was delay more than 03 hour and when i ask for some option no responce provide by air asia staff even i am not well ... un hauman behavior by crue staff

Very horrible service

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Jessica_Lee
, US
Sep 24, 2023 2:05 am EDT
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Request to ask cabin crew for help to keep my baggage as I'm a expected mother. He just ignore me. Flight number AK428. Depart from Kuala Lumpur to Pekan Baru. Date : 15 September 2023. Boarding time 15.15

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Kate T
, US
Sep 12, 2023 9:52 pm EDT
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I have asked for a copy of my official receipt as the airline have not provided it since finishing my flights last August 25. It has been 3 days since I emailed them my details and request.

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Pauline Kang
, US
Sep 04, 2023 9:01 pm EDT
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I've checked the complementary baggage for 20kg when i place my booking and today when i check my booking, the complementary baggage mysteriously went missing. my booking is for a trip from KUL to taipei from 16 sept to 19 sept 2023.

extremely upset with the scam airasia put up.

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Kyle Tamir Bloch
, ZA
Aug 22, 2023 4:07 pm EDT
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On the 26th May 2023, I received a message that my refund for a cancelled internal flight in the Philippines was successfully processed. It's now the 14th August 2023 and I am yet to receive any refund. Each time I seek feedback I am directed to their bot and told that they will follow up with unfilled commitments.

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Gregory Knight
, US
Jul 18, 2023 4:20 am EDT
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I paid for a premium flatbed ticket which flight was cancelled.

I opted for refund.my first case number is [protected].second case number is [protected].

Booking reference # is L7STRA.

Gregory Knight.

Syd to bkk 13th December 2022.

Amount in aud is $2,354.35.

AirAsia In-depth Review

Company Overview:

AirAsia is a leading low-cost airline based in Malaysia. Established in 1993, the airline has a rich history of providing affordable and convenient air travel options to millions of passengers. AirAsia's mission is to democratize air travel and make it accessible to everyone. The airline's vision is to be the largest low-cost airline in Asia and to continue expanding its network of destinations.

Over the years, AirAsia has achieved several key milestones and received numerous accolades. It has been named the World's Best Low-Cost Airline by Skytrax for 11 consecutive years and has consistently maintained high customer satisfaction ratings.

Flight Services:

AirAsia serves a wide range of destinations across Asia and beyond. Whether you're looking for domestic or international flights, short-haul or long-haul journeys, AirAsia has got you covered. The airline operates frequent flights to ensure convenience and flexibility for travelers.

When it comes to on-time performance, AirAsia strives to provide reliable service. While occasional flight delays may occur due to unforeseen circumstances, the airline makes every effort to minimize disruptions and keep passengers informed.

Onboard, AirAsia offers comfortable cabins with well-maintained amenities. Passengers can enjoy a pleasant flight experience with ample legroom and cozy seating. In-flight entertainment options and Wi-Fi availability ensure that passengers stay entertained and connected throughout their journey. Additionally, AirAsia provides generous baggage allowance and handles luggage with care to ensure a hassle-free travel experience.

Booking Process:

AirAsia's website is designed with user-friendliness in mind. Navigating through the website is a breeze, making it easy for travelers to find flights and make reservations. The booking process is straightforward, allowing passengers to quickly select their preferred flights and complete their reservations.

With AirAsia, travelers have access to different fare options, including economy, premium, and business classes. The airline offers transparent pricing, ensuring that customers are aware of the total cost of their tickets, including any additional fees.

Flexibility is a key aspect of AirAsia's booking process. Passengers have the option to change or cancel their bookings, providing them with peace of mind in case their travel plans change. The airline also offers a convenient mobile app that allows travelers to manage their bookings on the go.

Customer Service:

AirAsia's customer support team is known for their responsiveness and helpfulness. Whether you need assistance with flight changes, refunds, or any other inquiries, the customer service representatives are readily available to provide support.

The airline offers multiple contact channels, including phone, email, and live chat, ensuring that passengers can reach out for assistance in their preferred way. The customer service team is well-trained and proficient in multiple languages, ensuring effective communication with passengers from different backgrounds.

AirAsia takes customer feedback seriously and strives to resolve complaints promptly. The airline values its customers' opinions and continuously works towards improving its services based on their feedback.

Pricing and Value for Money:

AirAsia is known for its competitive ticket prices, offering affordable options compared to other airlines. The airline frequently offers promotions, discounts, and special offers, allowing travelers to save even more on their airfare.

What sets AirAsia apart is its inclusion of additional services in the ticket price. Passengers can enjoy complimentary meals, seat selection, and baggage allowance, ensuring a value-packed travel experience. The airline also offers loyalty programs that provide benefits for frequent flyers, such as priority boarding and exclusive perks.

Overall, AirAsia provides excellent value for money, combining affordable prices with quality service.

Safety and Security:

AirAsia prioritizes safety and adheres to international safety standards and regulations. The airline maintains a modern fleet of aircraft and ensures regular maintenance to guarantee passenger safety.

Pilots undergo rigorous training and possess the necessary qualifications to operate flights safely. Onboard, AirAsia implements strict safety measures and procedures to ensure a secure travel experience for passengers.

The airline has a commendable safety record, with a low incident and accident history. Additionally, AirAsia maintains robust security measures at airports and during flights to provide a safe environment for travelers.

On-Ground Experience:

AirAsia aims to provide a seamless on-ground experience for passengers. The check-in process is hassle-free, offering options such as online check-in, self-service kiosks, and counter check-in.

Airport staff are efficient and handle baggage with care, ensuring a smooth journey for travelers. Lounges and amenities are available for passengers to relax and refresh before their flights. Airport facilities are accessible and maintained to a high standard of cleanliness.

The boarding process is well-organized, allowing passengers to board the aircraft efficiently. Ground transportation options to and from airports are readily available, providing convenience and ease of travel.

Partnerships and Alliances:

AirAsia has established collaborations with other airlines and travel agencies, offering passengers seamless connections and expanded travel options. Through codeshare agreements, travelers can enjoy the convenience of booking flights with multiple airlines.

Partnerships with hotels and car rental services allow passengers to integrate their travel arrangements, making it easier to plan their trips. AirAsia's loyalty programs provide opportunities for passengers to earn and redeem points with partner companies, unlocking additional benefits and rewards.

Sustainability and Corporate Social Responsibility:

AirAsia is committed to sustainability and corporate social responsibility. The airline actively engages in environmental initiatives to reduce its carbon footprint. Community support programs are in place to give back to the communities it operates in.

AirAsia prioritizes employee welfare and has implemented diversity policies to ensure an inclusive work environment. The airline maintains transparency in financial reporting and upholds ethical business practices. Its sustainability efforts have been recognized through various awards and accolades.

User Reviews and Ratings:

AirAsia receives positive reviews and high ratings from users across various sources. Customers are generally satisfied with the airline's services, praising its affordability, reliability, and customer support.

Common positive experiences shared by users include the airline's competitive prices, comfortable cabins, and friendly staff. Negative experiences are relatively rare, but occasional complaints may arise regarding flight delays or customer service issues.

When compared to its competitors, AirAsia consistently receives favorable reviews, further highlighting its commitment to providing a quality travel experience.

How to file a complaint about AirAsia?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, succinctly summarize the main issue you have encountered with AirAsia. Make it specific and clear, such as "Unexpected Flight Cancellation by AirAsia without Refund".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience with AirAsia. Include key areas such as booking issues, flight delays or cancellations, customer service interactions, baggage problems, or any discrepancies in charges or refunds. Mention any relevant transactions, including dates, flight numbers, and booking references. Clearly articulate the nature of the issue, steps you took to resolve it, including any communication with AirAsia's customer service, and the company's response or lack thereof. Explain how this issue has personally affected you, whether it be missed events, financial loss, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your claim, such as receipts, boarding passes, correspondence with the company, or screenshots. However, be cautious not to include any sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with AirAsia. In the 'Desired Outcome' field, specify what resolution you are seeking, be it a refund, compensation, or a formal apology.

7. Review before submission: Before submitting your complaint, review it carefully to ensure that all information is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all details are presented in a logical order.

8. Submission process: After reviewing your complaint, click on the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: Following the submission of your complaint, make sure to check back regularly for any updates, responses, or requests for additional information from either ComplaintsBoard.com or AirAsia. Stay engaged with the process to maximize the chances of achieving a satisfactory resolution.

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Contact AirAsia customer service

Phone numbers

+60 160 085 8888 +1 (844) 727-4588 More phone numbers

Website

www.airasia.com

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