AirAsia
reviews and complaints

Last Saturday I went into the Air Asia office in Penang. I explained that I had a BA flight at 11.55 on Monday evening an was considering booking a flight rather than travelling by bus. I did also say that I was on a wait list so would need to be a the BA desk by 9.30. The person to whom I spoke suggested the 8.05 pm flight. AK 6119. She wrote the details on a piece of paper for me, explaining that the office closed at 4.30 and suggesting that I ask the hotel to book on line for me. AT NO TIME did she explain that I would have to change terminals, involving a bus or train journey. It was only when I was discussing my plans with another hotel guest that he said the timings would not work, considering that we would have to wait for our luggage from the Air Asia flight, customs etc, before we could check in for our UK flight.
I immediately contacted Air Asia on line to try and cancel the ticket. With no luck! My only option therefore was to wait until the office opened on Monday morning. I did go to the office and was told there was absolutely nothing they could do. I enquired whether we could be put on an earlier flight. NO was the answer to that. Could I still not cancel the flight. NO again.
The person to whom I spoke in the office was Lim Xiao Shuang (I think that is what she wrote) She said she was unable to check the facts as the person who was in the office on Saturday was now away sick!
Yesterday I received a text message from Air Asia saying your Air Asia flight AK6119 is now retimed to 2300 hours. Check your e mail There is no email from Air Asia in my in box or my junk mail.
Was this rescheduled because we didn't show up for the flight. If so, why on earth couldn't it be rescheduled to an earlier flight when I enquired previously?
If our no show was not the reason for the retiming of the flight, what was?
Altogether I am so shocked that nobody was the least bit inclined to help us. We were given totally incorrect information by a member of your staff but we were unable to find anyone concerned enough to assist us.
What terrible customer service!
I will be interested in your comments.
Penny Teresa Finn

REF HLDMRP

My flight on 13/3/2018 ak6115. From penang to kuala lumpur depart at 13:40pm. I know that I m was late but I reached the counter at 13:10. The ground staff doesn't want to help me to rush for it and keep asking me to buy a whole new ticket from penang to taiwan. I even told them to check in for me but I don't board the plane just let my ticker remain active for the kl to taipei trip. Nobody gives a damn about me! Instead of helping three ground staff keep dragging my time and say no. I thought they should try their best to assist. Nobody willing to give me an alternative solution for it or help me to change my ticket so I do not need to buy repurchase the whole ticket from penang to taiwan. I need to beg your ground staff they only willing to help. This is horrible, I pay for good service and help not for me to beg. Second when I successfully reached kuala lumpur for my flight to taipei that depart at 17:45pm. But because there are few passengers were late, and we have to wait them in the plane for 45-50 minutes. The whole trip was delay, when I reached taipei international airport it was already 23:30 at night, which all the transport has closedand I need to go for the expensive taxi. Who's going to pay for it? Mr tony fernandes will pay for my loss in it? Because we have to wait for late passengers and delay the whole flight time! But when I m in penang ur airasia staff couldn't wait for me. This was a ridiculously terrible experience. All the ground staff were unfriendly, lazy and work with a lackadaisical attitude. Imagine what if to repurchase another ticket from penang to taipei if I didn't beg for the help! Very terrible! Please give me an explanation for it! My name is ooi wei gen for you to (link: http://check.My) check. My number is [protected], I m a malaysian currently staying in taiwan. Thanks!

my mom and dad travelling Delhi to guwahati by airasia flight no-I5-785, 18:35 hrs, 14 march 2018 .
when they take ticket the guy "mr mohit .s " he said that "sir price was hype so you have to pay 440/- .
my father paid and he call me
after i seen this receipt their was mention seat number, then i understand this price was for seat .
when my father try to complain Mr. mohit .s said this this for the seat fee and its a compulsory .
i will go to consumer forum for this wrong information .
seriously i would like to say fraud airasia

I'm a seasoned traveler mainly for work well over 200 flights and I know exactly what AirAsia did and I will never fly with them again

Gate 3 Downstairs the crew boarded via bus, normally after the crew board you wait for 20 to 30 minutes before boarding. In this case, we boarded the bus 5 minutes after the crew, as usual, the bus was packed. After a drive of about 2 minutes, we stopped for 15 minutes and I thought the crew must be still preparing the Aircraft.

We pulled off and went back towards gate 3 and sat again for 15 minutes we then went back to the gate 3 and we were let off the bus After we got off passengers for a Hong Kong flight got onto the bus, which was the flight after ours on the board. When I asked AirAsia staff what happened and they
said that particular plane could not fly to Vietnam BS

Hong Kong is a far more popular flight than Saigon and AirAsia don't want to upset lucrative Chinese market so they herded us out of the way on a bus to allow the Hong Kong flight passengers to board., We waited another 2 hours for our flight to Saigon. As mentioned that's me and Air Asia finished

Ref: our flight was yesterday, March 12, 2018 originating from Luang prabang FD1031 to Bangkok and flight FD257 from Bangkok to Yangon

Hello
We arrived in Yangon on Air asia Thai from Bangkok. The Air Asia person at Yangon airport pushed us into flying back to bangkok when one of our visas was being questioned. The Air Asia man was very pushy and rude andtook our passports. He would not allow us to communicate directly with the immigration in yangon and keot our passports. So we were forced to take that flight eventhough one of the immigration officer was being helpful to wait for our new visa.
When we arrived in Bangkok again some women from Air Asia took our passports and said we had to fly back to Luang Prabang!

At this point I said I would call the Canadian embassy at which they gave back our oassports and left us alone.

These behaviours from your Air Asia employees was abominable, rude, inhuman and unhelpful. We are very uoset. Now we are in Bangkok, have to pay for a visa and for new flights to Yangon tonight.

I will let everyonr know about this unless you take action to reimburse us for the flights back to Yangon and comoensate us for this horrible treatment by your staff.

Thank you for your attentiin.

Shahrzad Taheri
John Giffen

Since this is my first time with airasia, i'm not aware of how to do check ins. Then there is a personnel that assisted me doing the checking in in a machine. Ive asked her if everything is ok and she said yes. When i'm bout to board the guard stopped me as my boarding pass is incorrect. I went to the customer service and even and even yelled at me a bit cos the captain he said already closed the seats. Ive talked to them and requested if maybe I can still go with my original flight but he said I cant anymore. They re-booked me 3 hrs difference from my original flight and even asked me to pay the re-booking fee tho technically is not my mistake. My first time with airasia and its really a horrible experience. I will complaint this further as its very frustrating

Im flying from haneda on 09-03-18 at 23.18 japan time, I took 7 hours and 25 minute to malayasia after transit for 2 hours I flew to jakarta.
I arrived on soekarno hatta at 11.00pm in the morning on 10-03-18.
I unpacking my luggage after directly landed at home, I realized I lost one of my things..
I bring 3 luggage, I have two with me and 1 with my husband. The one with my husband is big plastic bag we bring those things to cabin, insinde the plastic bag there is another plastic bag that I bought from disneyland. That white plastic is lost.
Today at 21.00 jakarta time a I call air asia customer service to reported about my case, the staf who answered it is mr. Sega, he said that I should report to airport regarding this case, I was so surprise that the staff can not helping me even I already mentioned my flight details. He said that he dont have any capability to help me. I complaint to him that it doesnt make any sense of you lost something in the plane but you have to report to airport staff not to customer service.. This answered really un-profesional as a customer service is you have to have a sense and make your guest as a priority.. I really disappointed with air asia service! I paid 20.000yen for luggage that only exceed 7 kg..
And im very upset with those kind of [censor] answered, if you dont have any capability please ask your manager to handle it..
Please reply my email asap

PNR : DM16NZ, IRLUWX. I have booked two ticket for Kolkatta to Jaipur sector for 21 April 2018 tentatively one month before. No I am receiving call from the Customercare that your flight has been cancelled and we will process the refund and sorry for the incovinience. What about my travelling and how should I travel. They mean that I should be paying twice or thrice the amount now to book the ticket without any fault. We will not tolerate this kind of behaviour and will social and highlight this kind of behaviour and ask consumer not to book ticket on any Air Asia flight. Those who don't care about customer problem why should be taking services from them.

Dear Customer Service,

Good day, we are one of the travel agency here in Gensan. We have clients who booked ahead of time Dvo to PPS @ 9:30AM, we already booked the hotel, tours, especially the transfer from PPS to El nido and the last trip is only 6:00 PM. The customer is complaining to us why you moved their flight into 5:40PM. We are also affected because we are the one who arranges their Tour Package. We contact our supplier and they tell us they cannot reach you, I also call all your numbers but it cannot be reached too.

To solve the problem we are requesting a rebooking without fees under the reference of DKJ3TC, Passengers name Mr JOSE ADRIAN DURAN SOLANO and Ms JULIA ARAHI SUAREZ SUBIA.

If possible their Preferred flights:
DVO-MNL 7:25am - 9:20am
MNL-PPS 1:40-3:10PM

Your immediate response is very much appreciated!

Thank you and Best regards,

Krizl Sanz
[protected]/[protected]

I booked the flight On 2 March 2018, XJ708 premium flated bed seat, departed from Donmueng Bangkok International airport to Seoul, my booking no. was JMZN3T.
In that flight, after the aircraft took off, cabin crew informed that the flated bed seat can not adjust by passengers cause of electric problem. The engineer in this flight adjust the seat by manual .
It's not comfortable for the passenger. Do you have any idea for these situation ? what's happen?

At Cochin airport, India I, Joshua Trivass Roux checked in my red Osprey rucksack for flight AK 38 at 22:30 on 6/3/18 to Kuala Lumpur then after a delay we boarded D7 798 on 7/3/18 to Denpassar. Our bags were handled by Air Asia after this first check in. We received our bags in Denpassar on the wrong carosel to find that the wallet in my rucksack had been emptied of cash and returned to the rucksack. 1.2 million Indonesian Rupees had gone with 60 American Dollars, 5 GBP, and 1, 300 Thai Bhat. We were very angry and upset to find this had happened. We reported the theft to Air Asia security and we had a property irregularity report filed, ID no. CBTDPS18A00206FT, reported on 7/3/18 by Valentino. We would like to see our money returned to us but we are also concerned as we are on a long trip away and planned to fly with Air Asia frequently. As this trespass was committed by a member of staff we feel uneasy trusting the airline again. This was our first time flying with Air Asia and we are dissappointed and hope something can be done. We would like to be compensated for our loss, it may not seem a lot but it is a lot of money us.

Thank you for your understanding. I hope to hear from you soon. Regards,

Joshua Roux

I book for a flight manila to kalibo because of the lower price stated on their app site edreams and become shock after i seen the invoice double on their stated price and happen that the deducted amount on my debit is still higher on the invoice they sent me i cant contact any of their customer service number its all useless. This is a fraud.. Give me back my money... Im so dissapointed from 1300.00php on your appsite to 4228.00php in the invoice and deducted on my account 6244.00 php.

Hari ini flight saya balik dari Kuala Lumpur ke Brunei Darussalam jam 1:40 pm AK278, Seperti biasa kami datang awal untok check-in dan baggage drop. counter (Y) Airasia. sampai disana saya telah dimakluman yang baggage suami saya tidak ada dalam system mereka, padahal saya dah beli tambahan baggage pada 14.2.2018 dan telah diterima dan disahkan melalui email dari airasia dengan itu saya telah print resit pengesahan tersebut. Saya tunjokan kertas yang saya prints yg sah dari email airasia. tapi pegawai airasia cina perempuan, tidak mahu terima, malah dengan keras mengatakan tidak ada dalam system. saya setentunya terkilan sebab saya ada bukti pembelian saya, kenapa tudoh saya buat ubahan dalam tikit, bolehke buat begitu. saya suroh check balik2 mengatakan time saya beli tikit pun ada error dalam system, minta pembayaran balik2, nasib saya check email semasa tu mengatakan semua urusan diterima dan sah.

kerana mengejar masa dan dia marah2, saya cakap nak jumpa supervisor, tapi dia cakap mereka sibok, kerana takut delay saya terpaksa bayar.

lepas tu kita jumpa pegawai lelaki airasia (nama lupa tanya) dia dan check dan tengok tikit kami, dan mesarakan untok email balik ke airasia E-form.

Masalahnya saya tidak dapat masok ke website tersebut, dapat buka tadi hanging pusing tak terkeluar kenyataan/borang yang diperlukan diisi.

Disini saya mintak kerjasama dari pihak tuan agar dapat memeriksa kenapa semua ini boleh terjadi.

oh ya email saya check balik semua bertukar ke tikit baru, yang dulu semua dah tak ada, details pembelian saya dulu pun hilang, sekarang cuma bukti saya statement card yang belum kena issue, so sementara ini kira dapat diambil tindakan akan kenapa ada error dalam computer, disini saya sertakan tikit yang saya dah prints semasa pembelian tikit dan tambahan

To Whom It May Concern

I do not reside in Malaysia.

On the 14/2/18 I flew from Perth to Kuala Lumpur on flight D7 237 arrived
1215hrs at KLIA2. My next connecting flight to Penang is AK 6128 at 1750hr, which I have done web check in. I never leave the airport since then. I had my lunch, tea and shopping while waiting for my connecting flight to Penang.
At 1630hr, I asked the Air Asia officer, where is the web check in counter. She told me that I have to queue at counter "S" where all domestic check in and web check in altogether. There were too passengers for me to queue just to drop my luggage. There was no help from her that I can speed up my drop baggage without going through that long queue.
Because of no fault of mine, I have to buy another new ticket to Penang AK 6136 which cost me RM561.60 with my Australian Master card.
I would like to have my full refund of the new ticket.

Yours faithfully
Khor Guat Bee

I'm very very disappointed with Air Asia
In this morning, my flight ticket departure time 8:45am heading to Hong Kong (AK134)
7.55am I had done all my boarding and ready walking in to gate Q15 y
Suddenly my daughter stomachache
We had delayed in toilet 15minute
When we arrived Q15
8:30pm the door is closed
A lot of staff had try to communicate with captain
But he not allowed
The thing is passenger had record at the system check in time 7:55am in airport
Meaning is passenger ready in airport
But, why Captain No any announcement to Passenger for a last call

Early in the morning, talk to the customer services representative, a girl that I forgot to ask the name, totally make me disappointed. First of all, I asking the price that if I reschedule my ticket and this girl shout at me and said can you please listen to me first, hello madam! totally poor services!
I have no idea did I really call into *customer line? I call in around 8:46am, duration 9minutes. I strongly request a reasonable explanation for this!

I am really embarrassed by air Asia service in Phuket and Bangkok airport. Because of their poor time management me and my friends Missed our connecting flight to Dubai.
Instead of accepting the mistake they are playing a blame game on airport. Inspite of informing them in prior about us getting late for our connecting flight. No efforts had been made by them to help us.
Why we should pay for their mistake.
It's so clear that they are not worried about good service or care about customer. They are just good in posting ads but in reality they are petatic.
Now neither they are helping in booking the next available flight or refunding our money.
I can walk of by thinking it's a bad experience. But today it's me tomorrow it might be other person. Not everyone will be financially good to afford for other ticket right.
Piece of advice to air Asia team learn to accept your mistake.

Awaiting for the solution.

I booked flight on 26 Feb 2018 using your AirAsia app from KUL to ICN Seoul departing on 19 June 2018 and returning from ICN to KUL on 25 June 2018. Paid via internet banking M2U for RM4, 127. Immediately after the payment was made, the line was interrupted and an error message prompted. I thought the booking was unsuccessful but when I checked the booking status in the app, it appeared to be successful but with a differrent returning date of 29 June 2018 (Friday) instead of 25 June 2018 (Monday). I called your customer service spoke to Shameera but she said nothing she could do to change the unless we pay a penalty, an additional RM300+ each per pax, a total of almost RM1, 400. Otherwise, we could ask for a refund but for an indefinite time line. I insisted on speaking to her supervisor but he or she is always engaged on the line with another customer. She said she will get back to me within 24 hours. I wouldnt mind paying additional if it was my mistake but since it is not I strongly believe Airasia would be able to be tolerant with its customers and accomodate to the change of date request. Furthermore the request was made immediately after the booking was made and after the error was realized. I certainly hopeful that Airasia is customercentric and respond swiftly to this request and further restore my faith in Airasia. Tqvm

Dear team

This complaint again they flight #fd3042.
Because of their mistake. Me and my friends had missed the flight to Dubai.
When we reached out for their help they are saying it's airport mistake.
Who so ever the mistake is why we have to pay for it.
I don't have money or neither my friends to buy ticket.
Need your help.

7:45 am was our flight from
Phuket but started at 9:30 am

Flying from KK to KL on the 9th of Febuary 2018 .
Flight number QN5SVZ 05.45 dep -- 8.15 arrival

Flight was delayed . Missed 2 international connections .
Had to purchase new tickets from another airline - 3900 RM .
Went to complain at Airasia deck ( only 2 service persons in the whole of KL airport ) 1.5 hours waiting in line .
When I finally got to speak to the service person - she was rude, didn't care and basically told me that it was my own problem .
Didn't offer any advice or help .
The only thing that I can be thankful for is the fact that it wasn't a emergency departing of the country - I wonder what would have happened if it was or if I didn't have the funds to pay for a new ticket, how would I have fared out .