AirAsia
Reviews and Complaints

On 19 April 2023 I booked a flight for 25 November for $AUS$413.27. On 28 June they changed one leg of the trip for no reason then on 5 October they cancelled the flight and informed me they had changed my flight to a time that doesn't suit me at all - I would have to miss a whole day of the conference I am attending. I spent a couple of hours that night and a couple of hours the following night trying to communicate with someone to change my flight to something convenient but there are no phone numbers, no Comments page on their website, the FaceBook page has a robot to answer, and the website only offers a robot that only uses key phrases, refuses to do what's asked, and then leaves the page. I was initially trying to get Free Change Flight but it just wasn't possible with all these barriers so I decided to try for Credit Account. To do that I had to become a member so but after I went through that process tonight 20 October and got back to 'Bo' the robot, it answered that I was not eligible for Credit 'since this booking contains AirAsia X (D7) flight" - which doesn't mean anything and is contrary to the email they sent that said I was eligible for Credit (so they would still have my money for some future flight). I no longer want to fly with AirAsia at all, they have proven that they are a terrible business. I just don't want to be cheated out of $413.27. How can I get my money back?

My air asia account was accessed by unauthorised person and they have stolen my credit voucher of $1098.91 and used it for a flight from Kuala Lumpa to Singapore on the 11th August 2023. I reside in Australia so have not visited or flown to these countries. My account and security with air asia was breached by a 3rd party. Air asia are refusing to refund the amount that was stolen saying their policy states once a booking is confirmed and paid for they can not issue a refund. I did not confirm or pay for this flight ever. The name used and email used is not me and I do not have that email account. Air asia have allowed a transaction to go through and an email not mine be used to book it.

Hello I booked a flight with the above booking no on the 30/08/2023, I mistakenly booked the wrong date, I booked for the 16/10/2023 I meant to book for the 16/09/2023, My wife checked the booking and noticed the mistake so we immediately tried to cancel, we tried online, we tried within my membership, we tried several different phone no's in different countries, the direct line no's continually rang or put us in a queue and did not answer, we left our phone no's on the answer phones but got no response, we tried and have tried on untold occasions to go through your online automated assistant Mo but could not get the right option to cancel, we lodged a case online but that got refused, we looked to change the date of the flight online but the cost was too expensive, we were legally entitled to cancel the flight within 24 hours but Air Asia made it absolutely impossible to cancel !

We booked a new flight for the 16/09/2023 booking no R82EWW and then continued to try to cancel the original booking until we took our holiday, we then thought we would be able to talk to your service reps at the airports in Bacolod or Manila but there were no service reps working at either airport on both of our Journeys to and from Bacolod, then to add insult to Injury our flight on the 16/09/2023 was cancelled by you five days before it was due to fly, so we then had to book another flight at 0300 hours on 17/09/2023 and then book a hotel in Manila at our own expense, I have sent several emails to different addresses and had no response, I will be travelling a lot in Asia in future as I own property there and I would generally use Air Asia as I have a membership but I am extremely disappointed with this recent experience, so I will have to think hard before booking with you again.

Regards Anthony Lewis

Dear Airasia,

For the past 3 years Airasia has changed my flights from convenient times to inconvenient times. Every time you say it is for "operational reasons", but offer no explanation.

Booking number: F7HYHQ

The flights are return tickets CNX to KBV in Thailand. Every year for the last 3 years these flights have changed from convenient late morning departures to very early departures. I always book well in advance as do many other people. Why not just make ONLY early departures available rather than changing 6 months after the advertised booking? It seems as though you are deliberately misleading the customer by offering attractive times but then deceptively altering the schedule closer to the time. The fact that this has happened for the last 3 years suggests intentionality and deception rather than a vague 'operational reason'. I am sure the aviation licensing board would like to know how you operate.

If there were another airline operating that route you would be out of business.

today I was flying from Kuala Lumpur too Hong Kong and the service of airasia Was [censored]ty and no proper management everything was so [censored]t and messy the take of time was 7:15AM and I reached the airport around 5:15AM but the immigration lanes and security just take way to much time and It took me 1 hour to reached my gate when I reached the gate at 6:57 the gate was alredy closed and no staff on the counter like so [censored] they just closed the door and leave which Is total [censored] I would just recommend everyone not to take this [censored] airline its just a waste of time and money because they just dont care about their customer... so disappoint

29.09.23 09.45 Air Asia QZ 544 grandchildren of ages 7 & 8 not seated safely with parents or grandparents but with a stranger for flight & at check in they would not change.

Should this be allowed to happen is this normal policy ?

Absolutely poor safety for a child & customer service that check in desk would not change.

No food available for the children as trolley sold out at their seated point.

We as a family of 4 2 adults and 2 kids travelled from Singapore to Krabi on Sept 1st. As per the airlines ticket its stated that the airline will take care of the luggage while transit.

When we reached krabi, we didnt get our luggage. we waited in the airport for more than an hour for our luggage and then a person from airasia told us that it will reach to our hotel in 2 hours. After 2 hours we made a call to check in the stated compliant contact no and no one picked up call. Again we had to do multiple calls and everytime they tell us will send next day . This got extended to 3 days and now its been nearing a month and never got the luggage back. Airlines say the luggage is lost and provide compensation. But the compensation is calcualted for 18KG (20$ per Kg) which is baggage weight and not for the baagage purchased.

Also no compensation for the cost incurred for us in the new country to buy the essentials like dress, inner wear, medicines etc.,

The mental strain that as a parents with 2 young kids that we had is terrible. Totally spoiled our vacation.

Now they dont even care about all this and they say as per thir rule thy give only give the stated amount and whether you accept or deny.

This kind of attitude is not good and the customers who suffer due to carelessness of such airlines.

I have provided the list of items in my bag and the value of it which is more than the compensation.

Things in the missing luggage Value of things (in SGD)

Suitcase 70

4 pairs of dress 140

5 sets of inner wear (Ladies) 100

Kids Crocs - 2 100

5 Mens Wear (t shirt - trousers) 150

Mens inner wear 100

Swimming suits - 4 sets 100

Swimming goggles 50

Glucometer with strips 100

Towels 30

Kids dress - 3 pair 50

Water bottles 30

Cosmetics 100



Essentials bought due to missing luggage 95.16 2550 baht

Mobile roaming charges to call Air Asia Customer care 145

Total amount 1360.16

Dar AirAsia Customer Service,

I am attempting to file a complaint; however, the 'Chat with Bo' service is not accepting my complaint, and I couldn't find an email contact either. The provided phone number is international, and I couldn't reach a real person.

I purchased a flight ticket for August 28, 2023, from Bangkok to Tokyo, with a connection to the US. However, I was denied boarding right at the plane's entrance in Bangkok. I was held for hours, frightened, and then sent to immigration. I had to obtain a visa to enter the country and purchase a new ticket to return to the US. Throughout this ordeal, there was no one available to listen to me or offer assistance. The person escorting me refused to say a word. It was an extremely distressing experience, and I genuinely felt like I was in danger, especially given the concerning stories associated with Thailand.

I believe there might be a misunderstanding. I was only in Tokyo for a 2-hour layover as I was connecting to another flight, which was also booked through your service. My final destination was the US.

As far as I understand, a Japan visa is not required for a 2-hour layover, and US green card holders typically do not need a visa for short stays in Japan, whether for tourism, business meetings, or connecting flights.

I am submitting this complaint and urgently requesting an explanation for the events that transpired.

Booking No. NUS6WP Flight No. AirAsiaX 217. Flight was cancelled due to Covid. Numerous emails from Air Asia asking us to be patient! We received a Credit Voucher No. [protected] to use on future bookings. I was booking flights to Phuket X D7 213 and D7 218 this year Booking No. Q4JUKM for 13th May 2023 and was NOT allowed to use the credit voucher! Our fares cost us $2,542.56! Still waiting for the credit of $512.81!

Looking forward to your earliest reply.

My AirAsia ID is [protected]

[protected]@hotmail.com

we are force to buy plastic bag for our helmet that is already in a propper box of its own, we already told them that the helmet alone has its own cloths bag inside the box so its okay to get wet because it was intended to, and we already give a go signal for them that its okay for the box to be get wet because it well get wet when worne but they keep insisting, so we don't have a choice to go out and get wet because of there [censored] attitude of employe, ended up na lumabas yung tita ko na naka paa na lang dahil sa sobrang lakas ng ulan mababasa na yung sapatos nya dahil sa labas pa yung bilihan ng [censored]ing plastic na gusto nila

yan ang hirap sa ating mga pinoy, pag kapwa pinoy tatasan ang standard kuno, pag ibang lahi naka ngiti na naka smile pa

Sir/Madam:

I am writing this letter on behalf of our client, JUNA B. ALLERA, who has booked rooms at Hennan Lagoon Resort at your APP, on May 22, 2023 and cancelled it on the same day and was not refunded.

Accordingly, she had planned this trip to Boracay to treat her children with a much deserve vacation, and upon hours of searching, she decided to book a room with your resort on May 22, 2023 as evidenced by her booking details with Order No. [protected], and paid Php 14, 262.00 for their accommodation, copy of said booking details is attached hereto as ANNEX A.

However, on the same day, May 22, 2023, she decided to cancel her booking with your resort and transfer to HENNAN PALM BEACH. In the same booking, it was indicated that she requested for a refund and such will be processed in 14 working days. Unfortunately, up to present, no refund was ever successfully initiated and completed.

In addition, her booking details with AirAsia, seems to show that she was already refunded the amount indicated above for the same booking number but in truth, no refund was ever made. A copy of her booking details with AirAsia, is hereto attached as ANNEX B.

Upon your failure to refund, she tried to contact you but was inform that the amount she paid is non-refundable which we disagree. Considering that it was cancelled on the same day and that your ‘non-refundable policy’ was not clearly communicated with our client, and worse, she was made to believe that she will be refunded within 14 days after cancellation, these circumstances justly warrant a refund on your part.

With all these things considered, we hope that this letter is seen as an attempt to settle fairly and to recover what is only due and to alleviate the damage caused to our client to also to avoid unjust enrichment. We are in firm belief that it is only a miscalculation on your part and we are hoping for a positive and constructive resolution.

For inquiries, you may contact us at the above-listed office phone number.

Thank you very much.

Respectfully yours

Atty. Fhynn San Jose

[protected] is my membership.

July 23 2021 you wrote to me, saying you are extending my Credit by 3 years.

That would be 2024, if my math's is correct.

I have just looked at booking flights for next year and realized that you have taken funds away from me, Back in June 2023. No notification has been seen or received since then and I understand your company has reported huge profits.

You have removed or rather taken may hard earned money and my flight credits away!

I want a refund of my money.

No notification or warning of your end date being June 2023.

Not only is it RUDE, but it is also not your money.

Please refund or Re-instate my Credit

Peter Eslick

I purchased excess baggage to cover my extra kilos on line on 11.8.23 for my booking ref PZKHPY. We flew on 12/8/2023.

I was then charge at the airport for the extra luggage again, which I now have purchased twice. I showed my receipt to the staff member but they would not believe I had already purchased my excess luggage as it was not showing on your computer system.

Dear Sir

Was flying from Bengaluru on flight I5 974 on 9/9/2023

In flight I purchased chicken biryani

Presented my ICICI Credit Card for payment to which the staff said it’s not clearing on touch so I paid cash 300

On touchdown in Pune to my utter surprise I found 300 had been charged on my credit card though I have paid cash

U guide me wat to do

PNR JBYITR

Bengaluru to Pune

Seat no 11 C

Bilal Uddin khan

Contact no [protected]

Today, 9th September 2023, around 11am at KL Malaysia airport, I have been threatenedby your AirAsia ground staff who helped open or block the barrier’s ribbon for checking-in. 

1. There were people queuing to ask the barrier girl questions at that moment and lots of people jumped the queue and then I told them to queue up.  After my husband asked her why the selfcheck-in wasn’t working, then she let go the barrier ribbon to let my husband and his friend to start queuing for manual checking-in and closed the ribbon right after they went inside and wouldn’t let me in.  This barrier girl told me to sit somewhere else to wait just to make it difficult for me and I did not notice that she was already angry at me, I told her that I wanted to queue with my husband two times and she wouldn’t let me, finally the couple behind me told her to open up the barrier ribbon to let me in.

2.  When I was walking down the aisle to join my husband, she told me to stop and asked (not in a friendly way) if I was scolding her, then she asked my name, my passport, where I was flying to, said that I was rude and threatened me that she will file a complaint to AirAsia to make me look bad (or maybe blacklist me I guess).

I tried to cancel my flight through "Bo" but was unable to do so. I have sent messages to Bo and rung and left a voicemail. I called on Monday 4th Sept and received an email saying there was no help available.

There is no way of contacting them by phone and I am unimpressed with the lack of customer service.

I want my flight cancelled and my money refunded.

My booking number is E6K9UG.

Kind regards

Leith Alexander

[protected]

You stole my money in Febuary 2020 and after going to your office in KL (FROM AUSTRALIA)

You gave me useless vouchers to redeem on Over Priced fares. I have tried to make contact but you have NO SERVICE with a Human at all here in Australia and your contact number doesn't work...Why are you being so difficult to deal with and why will your company not refund the money you STOLE from me... $2200.00 au 🤬

Air Asia damaged my suitcase after a trip to Bali in June 2023. After submitting all the relevant forms and photos I am constantly having to chase them up for a resolution. I was informed my claim was valid and a refund was valid but to date I haven’t received it. I’m sick of repeating myself to them. Their customer happiness team is appalling.

I contact them every week and hear nothing back for days. Then when I do get a response it’s the same reply every time.

I’m not asking for $3000. I’m asking for $300 or for them to repair my case. I have a four week trip coming up and need that suitcase for this trip but can’t use it due to their carelessness.

I’ll never ever use Air Asia again.

My flight booked on AirAsia was cancelled by AirAsia. I promptly submitted a refund request on June 24, 2023. My case status says I should receive refund in 30 days. Today is August 18, 2023, more than 30 days since I filed for refund and yet I haven't received my refund. Multiple chats with Bo didn't come to any resolution. My case number is [protected].

I hope my refund request will be resolved soon, otherwise, it confirms my belief that AirAsia is unreliable and scams their customers.

Booking number : IYN2XX

This is pertaining to our concern regarding the overcharged for the airport baggage purchased 15kg that should be only for 2 passengers but it turns out for 3 passengers.

The difference amount is IDR 1,830,846.

The refund still not credited to our credit card account from where the original payment IDR 54,92,538 was made.

Refer the mails exchaged since august 1 till date and reply us possitively.

VINEET CHANDAK

Email - [protected]@gmail.com

Mobile - +91 [protected]