AirAsia
reviews and complaints

Hello

I am dealing with following case:

Since January 2020 AirAsia cancelled a flights for 2 persons and even today I didn't receive my refund.
The problem is that they closed my cases and in this moment, they stated that I was allready refunded (not true). I was checking also to my bank in order to identify any refund, but there is nothing.

My booking code:
VTLQMS
Name: Andrei Florian

Flight dates:

Z2 5126
Depart / 出發
Clark (CRK) 18:10
Mon 24 Feb 2020
Arrive / 回程
Taipei - Taoyuan (TPE) 20:10
Mon 24 Feb 2020

Thank you

Florian

Last year I booked one flight on airasia.com and due to COVID 19 situation may flight has been canceled. Then Airasia refund my money in a credit account and said that I can use this credit account to book other flights within 2 years.

Today I tried to book a flight on this website but there is no option for paying by credit account. I checked my credit account balance and the money is still there with the validation until 2023.
I am so dissatisfied with this situation, please give me more detail on how can I use the money in my credit account.
Right now I feel like I truly lost my money and Airasia is such a BIG LIAR to their customers!

Hello Sir I have booked a ticket-with Airasia PNR Number is M2NRWZ Via my Airasia Big member account
Account number - [protected].

Case number with AVA - [protected]
Dated 14-10-2020
However Due to Covid 19 I was unable to travel I have asked for refund but till today since one year and six months no refund has been issued till today. I have done many communication repeatedly but all found vain
Please see attached evidence of documents

Dear AirAsia Team,
I was travelling to Delhi from Imphal on 25th July 2021, my PNR is AF2KS ZONE -3, My seat was 6 A, I lost my eye glasses in the flight itself, I resides at Imphal .kindly be noted that i am an aged person and unable to do my work due to this loss kindly deliver my eyeglass either at my address or at Imphal airport so that i can collect it from their.

my email id is - [protected]@yahoo.co.in
phone - +91-[protected]
Address:- Baira Building, Opp.Imphal Airport, Changagei Mayai Leikai
Tulihal - 795140, Imphal West, Manipur

Why do passengers with same PNR get different seats. Also, in all flights why does only middle seats are made available for web checkin. I and my daughter who suffers from air pressure ear pain need to sit sperately during travel which is horrible. Even after requesting to customer cre nothing is being done.

I Rajeshmal Lodha and my wife Pushpadevi Lodha have booked air TKT with Air Asia Airline for Guwahati to Mumbai for travelling by Flight No. I5 679 on 16/03/21 under one PNR No. RZGS9S. Copy of the same is hereby enclosed for your ready reference. We reached at Guwahati Airport at 17.30 hrs and reached Air Asia Counter within 7 to10 minutes to hand over 2 luggage weighing 18 Kg. vide bag tag Bom [protected] and 11 kg. vide bag tag [protected] respectively. We were surprised when executive at counter demanded Rs 952.00 for extra luggage of 3 kg in one of the bag though in total We are carrying 29 kg only (18+11) under one PNR which is well below 15 kg per passenger (i.e. 30kgs 15*2). More so ever We husband and wife were travelling under one PNR.

The said executive refused to give baggage tags until we pay Rs 952/- to them. Then we requested him to return both bags to transfer extra weight of one luggage to another to make both luggage weight below 15 kg. He refused to give both luggage and told us to pay Rs. 952.00 only then only he will send both luggage to above said flight I5 679. Matter was heatedly argued by us for 45 minutes. As flight departure time 19.00 hrs was approaching fast, We were forced to pay Rs. 952/- "Under Protest" vide attached Receipt No. M54DNT -02. Receipt issued by Air Asia code no. XAG13241 do not mention any above fact. It merely state amount and no reason for what the said receipt is being issued? It does not mention that amount has been collected for extra luggage of 3 kg, rate per Kg, what is tax amount included in the said receipt. The Executive at the said counter refused to give his name and employee code when specifically demanded by me. On such demand he threatened us to de board the plane.

Staff behaved very badly and argued unnecessarily for 45 minutes. They looted and extorted money from me of Rs. 952.00 vide R No. M54DNT-02 by XAG13241 for extra 3 kg. on the ground that each luggage should be below 15 kg even in the case of husband and wife who were travelling together under one PNR

Please show cause under which rule of DGCA or Airport Authority of India you have charged me Rs. 952? Please show cause why appropriate action should not be taken against you for deficiency in Service for unnecessary avoidable harassment and for mental agony we have undergone? Is above action can be justified by an Airline which is co owned by Tata's which enjoy respect from general public for their ethical behavior? Such irresponsible behavior dents the brand value of Air Asia. From yesterday experience, in future I won't make any travel from Air Asia Air line.

In view of above facts and circumstances please refund Rs 952.00 wrongly charged as per attached receipt and take written apology from said executive at said counter. I hope that good sense will prevail.

Thanks
Rajeshmal Lodha

When I booked tickets(PNR: UTLB4L) for my family from CCU to PNQ on 18th Jan, I received only itinerary details and didn't receive e-ticket. When I tried check-in before 48 hrs, neither android/iOS/desktop allowing any check-in, but I can see seats are getting filled up. My wife called customer care multiple times and they booked some paid seats now but they are not sending e-ticket as payment not done, we are not able to do payment as link provided in SMS is not working i.e. ultimately it's a deadlock and we wasted almost 2 days for this.

In one hand they are charging more for seats and pushing to pay for seats with more price, on the other hand they have pathetic service- I never saw 'null' adult during payment of any live website.

My name is Romulo Calica
BIG Member ID9999990015492209

I have to existing and ongoing refund requests that haven't been resolved as of this writing:

Booking # KVYRUF | Case Number: 69835584
Booking # F838UH | Case Number: 69835651
- filed on 4/8/2020. I've been following this up but no response received. I was told that the processing can take up to 16 weeks but it's been almost 9 months now and still haven't received the refund!

Booking # ETG4WY |
-This booking was cancelled by AirAsia due to Covid Restriction-related issue. I initially requested a "credit account" but it's taking so much time before it was resoled so I had to book to another airline instead. I requested this to have it refunded to my bank account now because I want my money back! I've been emailing your support team several times regarding refund request however, your support team closed the ticket: 76697480

Please give my money back!

I have received sms from you informing that the flight from Kolkata to Mumbai on 19th August 2020 booked by me vide booking no C8YD5R has been cancelled but no refund of full air ticket charge is credited to my account

regds

J Dutta
[protected]

Case number: [protected] • 28/02/2020

I booked my tickets for 16th of april 2020. However due to lock down situation I requested to cancel by ticket on 28th february 2020. But until now, 18th july 2020, I still didn't get my refund back to my bank account. It's been 5 months already.

I was told that request has been processed and refund will reflect in your account in 16weeks. However, credit is still not reflecting. I applied the refund on 28/2 and according to 16weeks of complete process I suppose to get my refund on 28/5, right? But why I still didn't get my refund? It's been 5 months already.

Why one of my friend requests for refund on march which is late 1 month than me but already got the refund 2 weeks later direct to her bank account? Did air asia just ignored my case because I refuse to refund to credit account? Please don't ignore my refund request just because I want it to be refund through my bank account.

I have already called to customer service regarding same more than thrice... This is very disappointing to see the kind of response we are getting.. Is it possible my refund suddenly closed after 5 months of waiting? If so, I would be really disappointed because this refund problems had been bothering me like hell since I last submitted the refund request which is on 28/2. I wait for air asia responded through every way possible but still have not got any response. Could you please help me explain what's the problem?

I'm sorry but it's been 5 months already I request refund but still didn't get any respond. Because of this problem that make me think about every second in my life, I really cannot concentrate on doing anything else in my life. This problem been bothering me since air asia decided to ignore refund that request to refund into my own bank account. I'm begging you... Please help me settle my case right now.

Please help process my case first regardless of I refusing to refund to credit account. I really in need my money back right now for living. Would request you to look into this matter urgently and advice...

From: moutusi roy
To: Nodal Officer
Sent: Thursday, 2 July, 2020, 02:49:34 pm IST
Subject: Re: [protected] - RE: Kiron Shankar Roy (Booking No: B1BY9J) 21 Mar 2020 Kolkata ✈ Chennai - Travel Itinerary need refund settlement at the earliest.

Dear David,

Would you please look into the matter yet I have not received my refund.

Regards

Moutusi Roy

On Monday, 1 June, 2020, 02:59:09 pm IST, Nodal Officer wrote:

Dear Moutusi Roy,

Greetings!

I would like to sincerely regret any inconvenience caused due to the outbreak of COVID-19.

In light of the containment measures issued by the Government of India to prevent the spread of COVID-19, AirAsia India reassures all its guests and also provides service recovery options for their maximum flexibility.

In regards to your request for your PNR B1BY9J, we are pleased to inform you that your request has been initiated. Kindly get in touch with your respective travel partner for the next steps after three weeks. We appreciate your patience in this regard.

Hope I am able to resolve your concern by initiating this action from my end.

Thank you for reaching out to us and look forward to serving you again in future.

Stay safe.

Best Regards
David M

--------------- Original Message ---------------
From: moutusi roy [[protected]@yahoo.com]
Sent: 30/5/2020 7:37 pm
To: [protected]@airasia.com
Subject: Kiron Shankar Roy (Booking No: B1BY9J) 21 Mar 2020 Kolkata ✈ Chennai - Travel Itinerary need refund settlement at the earliest.

Hi,

Please update me on the status of the cancellation of my Booking no. B1BY9J.As I have already got the confirmation from Kolkata airport for full refund.

The Air Asia staff Ms. Baisakhi Ghosh also has given me the confirmation dully signed and stamped. Attached is the signed and stamped ticket from Ms. Baisakhi Ghosh for your reference.

Kindly confirm when can I get my refund. Last two months I have been calling the call centre but none can give me the information.

It would be really nice if anyone can respond to the mail.

Regards

Moutusi Roy
[protected]

I had to cancel my trip due to COVID situation. I filed my refund request in March. The only option when I filed my case was to request a credit account. I do not want a credit as I cannot predict when I will be able to travel to Malaysia. I want a refund. I have tried to use AVA several times, but keep getting the same canned responses. AVA is useless. The case is now listed as closed but I have no credit to my account or any indication of a refund being issued. When will I see my refund? Air Asia's customer service is the worst I have ever encountered. There is no way to email or phone them. I have commented on Facebook and got another canned response.

AirAsia by far the worst airline I've had to deal with regards to this covid-19 pandemic. Totally understand businesses are dealing with uncertain circumstances, but transparency would be nice and decent customer service would be even nicer. Should your airline survive this pandemic, your customers will remember your actions during this difficult time.

My flight (honeymoon) Seoul to Maldives, through Malaysia was canceled by AirAsia, obviously due to covid. After hours of waiting to chat with AVA associate I was able to finally request a refund to my original form of payment, only to be notified days later that my request was denied. I immediately got back on chat, again waited for hours threatening to file complaints to both my wife's country's authority that oversees such actions, as well as mine. I was told that the customer agent would press management to approve the refund. To my surprise, days later I received the following email:

Dear Sir/ Madam,

We hope this email finds you well.

Pertaining to your inquiry, please be informed that our management had approved to process refund back to original credit card for booking ######. We are now escalating your case to relevant team for further process. Once done, we will inform you again via email.

Thank you.

--
Regards,
Dian
Customer Happiness
AirAsia

Well, a month later I received an email stating that my case was resolved and funds had been added to my "credit account, " completely opposite of what I wanted and or requested. Back to AVA for another hour or so, they reversed the account credit and re-opened my case. A month later, my case was again closed, no refund, no email to notify me of any action. They're goal is to outlast you. I hope this airline fails, don't even care about my 2K anymore.

With all the respect to the employees of the company, I am extremely disappointed with the absolute poor service provided. Due to the epidemics, our flight had to be canceled, and since FEBRUARY I haven't been able to get a refund. As I saw the impossibility to get a refund from this company, I have tried to put this amount as my credit account, however, due to a poor and slow service I also still haven't got that. There is no money on my credit account. This will never again be my option or recommendation to travel anywhere.

I am still waiting for two Refund Requests to be applied to my credit card and both requests are now more than 100 days old but still list in my account as "Pending." Your website says expect up to 30 days for refunds. This is completely unacceptable. I have chatted with AVA which was no use, and I've finally broken through a few times to wait for an Allstar but the wait times were usually several hours and just now it was 90+ minutes wait time. Your website says current wait times are 15 minutes. This too is completely unacceptable. I will not bow to your attempts of "neglect and attrition" by which you hope I forget or give up on these refunds. I will not do so and will continue to stand for my customer rights.

Air Asia has been fraudulent with my money/refunds, Deceptive with their website customer service info, and Difficult to Deal With to resolve our problems. We understand the challenges you are facing as an airline but as a loyal Air Asia customer, we want you to know the challenges your customers are also facing. Please give us prompt refunds for our COVID19-related flight cancellations for our family:

Booking Number: X485KG (Case Number [protected])
Booking Number: O65CJH (Case Number [protected])

If these refunds have not appeared in our credit card account by June 10th, I will be forced to file a complaint about Air Asia to the U.S. Department of Transportation and request enforcement action according to the law and agreements to which Air Asia is a part of. I have already downloaded the forms and have been advised by my agent how to do so.

Thanks for your prompt attention,
SM - BIG Member ID [protected]

My flight had been cancelled by air Asia due to COVID-19 Malaysia movement controlled (MCO) so I requested for the refund on 20 March 2020 to my original payment method which is CREDIT CARD cash refund but almost 2 months ( 14 May 2020 ) I still haven't received any refund or Gmail from air Asia. I only received a Gmail forced us to change to credit account but all I want for refund is cash refund, not credit account because I don't want to choose air Asia never ever again in my future flight!

Has anymore heard back from Air Asia when you filed a request fro refund in credit due to Covid-19 flight cancellation? I filed my request via AVA since March 27th, with several follow-ups, but nothing. I just realized they have shut down all support via telephone in all countries with the exception of India. What's going on?

This is getting frustrating since they will be opening up soon and we need to book our next flight.

Is the company still in operation? Or they don't want to let the people to use the credit first due to need of fresh cash.

Someone please help! Any central government agency you can raise this to? Thanks.

Due to covid19, they said they will do full refund to cancelled flights. This is why I filed cases in their website last Mar 13. But until now, no response from them even after multiple follow-ups in Twitter or emails. They even suggest to customers to convert tickets to credit account. I don't need credit account as the supposedly flight is a family trip to province during Holy Week and I paid for them. Because flights were cancelled, my family will not pay me anymore. If put in credit account, how am I supposed to use the Php 20k+ within 365 days when family can only travel during Holy Week? The amount I paid for the tickets is my 1 whole month salary. This is why I demand refund!

If you don't know how to answer to your customers, better close your company!

I booked my tiket for 18th of april. However due to lock down situation i reqeusted to cancel by ticket.
I was told that reqeust has been processed and credit will reflect in your account in 24 to 72 hours.
However, credit is still not reflecting.
I have already called to customer service regarding same thrice...this is very disappointing to see the kind of response we are getting..

Would reqeust you to look into this matter urgently and advice..

Booking Number TTWL3F from KL to Sibu on 26/3/2020 and Sibu to KL on 29/3/2020. Flight AK5879 checked baggage 15kg
Contact Number : 011 [protected] (Mr Tay Kin Sang) or 011 [protected] (Ms Chong Mui Lian)
I have provided particulars via CHAT AVA. However 3 attempts on the last information on email addressed was replied with email mismatched. I have tried goggle search for contact number s - 4 contacts to be exact. All number were responded with "Not in service"