AirAsia
reviews and complaints

My pre-book flight details as below :

Reversion Number : HK4WUY
Date : 14 May 2019
TIme : 0900 - 1325 (KUL > KHH)
Flight : D7374
Seat : 45 K (twins seat)

However, I received email regards on the flight changes from D7 to AK.
With this, I would like to request for refund for the seat which cost me RM 91.80.

Looking forward for your reply.

Thanks.

I travel often and this has been my worst experience concerning a flight attendant. I'm a low-maintenance type of customer who only expects decency. I throughly thought about whether I should pursue this complaint, and it is but necessary. This male cabin crew is the partner of a certain Ms. Brandy in flight Z2327 on 14 SEPT 2018. Summary of offenses made:

1. WHILE eating, and he asked if i wanted to dispose of my meal.

2. The manner of which he took my finished meal and payment was not done in such a manner that a proper cabin crew member would do. He took said items very abruptly as if to hurry because he does not like what he is doing.

3. He and Ms. Brandy VERY loudly spoke about his sexual life. I understand that the job of distributing food has ended; however, such a volume and topic is not the proper venue for the ongoing job.

I feel that he appears not to belong in a customer-service field as of the moment. Based on this flight alone, I will not book an airasia flight again.

Although flight Z2 325, my return flight, had excellent cabin crew members which redeemed my unspeakable departure flight experience.

I hope he does not continue said behavior. A company is just as good as its team members.

Hello this is namita, a regular traveler through airasia but happened with me during last flight was something ridiculous and i will make sure that i will never ever travel by airasia again even if that the last flight on earth, neither would i recommend anyone to travel thro this airline
Yesterday i had a flight from del to mnl my baggage allowance was 25 kg as per my tickets but to be honest i was carrying a little in access since im a medical student i was carrying 20 kg of books i requested the person in charge to plz help me out with my luggage since i was a solo traveller but nothing he did he was continuously asking for 20k INR for my access baggage i tried to negotiate still he was so stubborn i had unusual circumstances due to which i could not manage my bags i was crying at the airport begging them to do something about it either reduce the charged amount or let me check in with this luggage, all into vain but at last i got soo frustrated that i agreed to leave all my luggage and simply go empty handed but those people closed the counters worst airlines ever soo inhuman they were never seen such a hard headed behaviour in any airlines

I arrived in Singapore on July 5, 2018 on Cathay Pacific. I owned a 3 wheeled scooter which is essential for my mobility (the scooter is literally my legs). I have flown with my Travelscoot scooter with other airlines, including Cathay Pacific and they have taken great care in the handling the scooter - carriers like Cathay Pacific and Air Canada allow me to ride my scooter to the airplane door at which point I would remove my lithium-ion battery (which meets the UN tests and criteria 38.3 Part III)
With no experience flying on Air Asia and prior to booking my flight to Kuching (AK 1776) on July 7 (Booking number PVJKJE) I did my research online on support.airasia.com about the handling of my scooter as checked baggage. On arrival in Singapore, to further allay my concerns, I made enquiries at Air Asia customer service desk in Terminal 4 and was assured by ground crew that the scooter will be handled with care and not to worry.
I was again assured by ground crew when prior to boarding, that the scooter will be handled with great care. On arrival in Kuching, I found to my horror that the scooter on/off switch was damaged including the bell adjacent to it. As a result of the damage, I could not turn off the switch thereby draining the scooter battery and I had to recharge almost daily. I had to put up with this inconvenience for the remaining 4 weeks of my vacation until I had it fixed when I return to Canada. It cost me $450 cad. to fix the problem.
I had filed a complaint re the on/off switch with Air Asia on my arrival in Kuching CBTKCH18A00786. I also filed an online complaint on Aug. 8. Case No. [protected] but did not even get the decency of a follow up, except the insensitive reply from one Esther (please see below). My first reaction was how could someone like work at customer support for AirAsia? I am not sure if the IATA rules apply to AirAsia, passengers like me are also part of the travelling public. Our wheelchair or electric scooter are literally our legs and the insensitivity demonstrated by your airline was very disappointing.

I have many friends who fly AirAsia and we are in constant touch about flying experience on various lines carriers. They, including ones who are disabled are part of the travelling public and how can I in good conscience endorse AirAsia as a reliable carrier. I have seen citations from your airline of customer happiness - I guess it is that just a nice sounding gimmick as long as customers like me don't lodge a complaint. I wonder what the corporate policy and culture towards disabled passengers like myself. It will be interesting to see how you CEO will react if he sees my complaint.

I thought I had fulfilled my responsibility on doing all the research online relevant to the handling of my electric scooter. I had done all the right things by getting assurance from AirAsia ground crew when I first landed in Singapore, 2 days before my flight to Kuching. Also getting the same assurance before boarding the flight. The only other thing I could do was place my trust in the knowledge that AirAsia will handle not electric scooter with the utmost care

Attached below are relevant documents and photos showing the damage to the scooter on/off including damage to the bell ( notice the score marks). My sense is that another object severely impacted with the bell and on/off switch during storage or handling.

Air Asia may save some money by not compensating for my repairs and ignoring me but it's incumbent on me to alert the travelling public, including my friends and relatives about AirAsia's lack of empathy and deplorable approach to customer care. Is this what you call customer happiness? After my experience in Cathay Pacific this is very embarrassing indeed!

Justin Chow, 3951 Strathroy Court, Mississauga, Ontario L5L3L1 CANADA Tel.: [protected]
This was the reply I got after about 3 weeks on August 27
ref:_00D7F2WjH._5007FP6KfY:ref
Dear Justin Chow,
With regards to your email, your case matches: CBTKCH18A00786. Hence we apologise as we will not be able to offer any compensation as per our Terms of Carriage article 8.2

Best Regards,
Esther.

Following was my reply:
Hi Esther:
Your response is very disappointing after I was assured by your ground crew that my scooter will be handled with the utmost care, and especially after I had expressed my concerns. This is corporate irresponsibility on the part of Air Asia which is sending the wrong message in terms customer accountability.

I am looking forward to a more appropriate response from Air Asia which can do better than just citing Terms of Carriage Article 8.2 and abdicating responsibility. This is just unacceptable and Air Asia is eroding customer confidence. The flying public deserves better!

I chose to flying after reviewing your online documentation in terms of handling electric scooter and my lithium-ion battery has also met the UN test 38.3 part III specifications for transport.

I am prepared to forward more photographic evidence to back up my claim and hope for a resolution to the matter.
Justin

On May 2, 2018, I flew from Auckland-Gold Coast-KL arriving in KL on May 3, 3:05am.
The Auckland and Gold Coast Boarding passes showed the Boarding time, which one would expect and which all boarding passes I have ever had have shown. I had a good flight to KL, and a few hours after arriving in KL, I had a connecting flight departing KL-Bangkok at 6:40am
However, I missed my KL-Bangkok flight because instead of the Boarding Pass showing the Boarding time, it showed the Departure time. Every airline I have ever flown on shows the Boarding time on their Boarding pass, but Air Asia's flight from KL to Bangkok did not follow this procedure, which was confusing.
I arrived 10 minutes before the departure time, which I thought was the boarding time, and saw a few people boarding at the far end of the gate. But as I entered the hall, the ground attendant phoned in and said I could not board, as it was too late and needed to collect my baggage to take the next flight. The ground attendant did not care nor make the slightest effort to help. If others were able to board 10 minutes before the departure time, why was I not able to board with the other passengers?
Kindly investigate Air Asia's inconsistency when issuing boarding passes. This is completely confusing if the first part of the journey shows boarding times and the 2nd part of the journey shows departure times on the boarding passes.
I would appreciate a refund of 309.62MYR to cover the new ticket I had to buy.
Attached are copies of boarding passes, itinerary and payments made for the new ticket purchased.
Booking # NNMZ3Q (Auckland-KL)
Booking # BI35KI (KL-Bangkok)

My son was having a very bad experience with your services. His flight to Tawau on last Sunday 2/9/2018 (AK5744) with his school mates and teachers. When he collected the luggage in Tawau, he realised there are few BIG SCRATCHES on it, we just bought this luggage bag on 26/8/2018, this is 1st time he is using it, but it already damaged by your 'CARE"!
My question to AirAsia IS THIS YOUR WAY TO HANDLE CUSTOMERS BELONGING /LUGGAGE? We have trusted AirAsia for so many years, how can we continue to trust you with this services?
I want to claim back a NEW luggage from AiaAsia with the same model, same colour and same size. Kindly email me at [protected]@gmail.com for your answer for this complaint.
Appreciate if you can reply me in 3 days.

Me Krishnavenee Somasundaram and my husband (Kaneshwaran Ramesh) has booked a flight to Bali from Kuala Lumpur on 24/08/2018.Our flight is at 9.50pm QZ555 from KUL to DPS. We have checked in earlier. We reached the departure gate (Q7) at 9.35pm at KLIA2 airport and the flight has departure at the we arrived. We were really shocked as we are going for honeymoon and the flight has departure earlier than the actual time. No final call was done for this particular flight QZ555 as we have checked from the KLIA2 main counter that Air Asia has not made the final call. Then, we went to U16 counter at KLIA2 airport service counter to report on this but, the staffs were so rude. Staff 1: Sumaiyah and Staff 2: Zulfazli B.Abu Noor. There have ask us to pay additional RM580 to fly on 25/08/2018 5.50pm flight from Kuala Lumpur to Bali. We were really sad about the additional charges as the flight departure earlier than, the actual time and no final call was made. Moreover, the staffs were very rude with us. While, waiting there I can also see there are so many passengers like us whereby, the AirAsia flight has left them.
I am really not satisfied with the service by AirAsia and the way the staff treat the passengers. I want action taken to those staff mention above and give me a prompt reply why the QZ555 on 24/08/2018 has flew earlier and why no final call was made.
We were 4 of them missed the same flight on 24/08/2018 to Bali at 9.50pm from Kuala Lumpur. Why such incident can happened with Air Asia and the staffs are irresponsible. Please take further action and response me.
I would not hesitate to upload this on social media if Air Asia has not taken action or even reply me. It is really a heartache for me and my husband as we have paid additional RM580 on the day. I would also like to request refund of my additional charges of RM580 where Air Asia has charged me.

Please note - this issue case no. [protected] is not resolved. Please follow-up

This was the reply I got after about 3 weeks on August 27
ref:_00D7F2WjH._5007FP6KfY:ref
Dear Justin Chow,
With regards to your email, your case matches: CBTKCH18A00786. Hence we apologise as we will not be able to offer any compensation as per our Terms of Carriage article 8.2

Best Regards,
Esther.

Following was my reply:
Hi Esther:
Your response is very disappointing after I was assured by your ground crew that my scooter will be handled with the utmost care, and especially after I had expressed my concerns. This is corporate irresponsibility on the part of Air Asia which is sending the wrong message in terms customer accountability.

I am looking forward to a more appropriate response from Air Asia which can do better than just citing Terms of Carriage Article 8.2 and abdicating responsibility. This is just unacceptable and Air Asia is eroding customer confidence. The flying public deserves better!

I chose to flying after reviewing your online documentation in terms of handling electric scooter and my lithium-ion battery has also met the UN test 38.3 part III specifications for transport.

I am prepared to forward more photographic evidence to back up my claim and hope for a resolution to the matter.
Justin

Yesterday I had booked flight from TWU - BKI departure time was at 5.10pm.
When I arrived at the Tawau airport the kiosk queue so long it due to 2 others kiosk was down. Then when I realised it already 430pm i decide to go the counter to checkin however when i reached there the airasia staff not allowed me to checkin. This is so unacceptable and the counter staff are very rude to the guest. This has cause my flight ticket burn and have to buy for the next flight. Why the service becoming more worst in Tawau Airport. Airasia should start to change standard service in Airport Tawau. This poor service has cause many people lost money and time.

Hi Team,

We seriously need your urgent attention on my parents' lost baggage. They didn't received their luggage when they reached Tibet.
They was informed that their powerbank was inside the baggage, so the baggage was unable to deliver to the destination whereby in the first place their baggage was successfully check in.
The counter staff never reject their luggage during pre-check in stage, they reject during post-check in stage instead. No one informing about the baggage status until they went to lost baggage counter in the destination country.
Don't you think that it is so irresponsible by rejecting baggage without informing after passenger checked-in and let your passenger travel without luggage.

Flight details as below:
Flight No: AK6141
Flight date& time: 11:45 4/9/18
Customer name: 1. Ng Khoon Soon
2. Lim Jok Kieow
Travel from Penang > transit in KL > Tibet

Please call back on this number +[protected] / +[protected]
I am looking forward for your feedback on the abovementioned scenario!

Veon
+[protected] / +[protected]
Chenmin.[protected]@gmail.com

Dear Sir or Madame,

I am writing this to make a complaint about Air Asia customer support team.

I initially emailed your customer service team on July 22nd, 2018 to ask why I was being charged baggage fee again when I wanted to change my flight dates. Since I already paid for the return baggage I did not want to pay for it again. Obviously, I would pay the change of date fee.

After the email I received a auto reply from air asia giving me the case number of [protected].

I received an response to my query from Calebon August 2nd (10 days later) asking for my booking number. I happily supplied that information on the same day. Hearing nothing back, I emailed on the 6th of August because I got an automatic email from Air Asia telling me you were going to close my case (without actually helping me).

I then received an email from Janice on August 7th, asking me again for the booking and other information I had already sent to Caleb the week prior. I politely responded with the information again.

Again, no response but I was still receiving emails from Air Asia telling me my case would close if I did not respond to your customer service emails. On Aigust 11th I emailed both Janice and Caleb to ask if they were working on my case or could answer my question.

On August 13th I receive an email from Jam, AGAIN asking for the same information I have already given to two other agents. I responded on the 13th with all the information he said for.

Again, NO response. Than air asia emailed to say they closed my case.

I then tried live chat, but it never worked so now I have tried Facebook messenger. Yesterday, September 5th sent a message asking for help, giving my case number, all the other information I was asked to give 3 times already such as booking number, email, Flight number etc. September 6th, I receive a message from Mila, AGAIN, asking for my booking number and the information I have already sent.

This has been over a month and I have been given NO help or any answers! I really dont think that the customer service team even exists.

It's absolutely ridiculous! I have flown many, many times with Air Asia but after this I will not be doing it again.

Humble request to Air Asia management of penang international airport, appreciate if you could hire more staff to assist in the customer self check in kiosk as many don't really has the basic knowledge of operating the self check in kiosk..If your staff could assist on the self check in, the crowd would be smooth and it will never delay other passages valuable time.

Hope this could take on the higher consideration and we could save our precious and valuable time !

Regards,
Passages who is travelling from Penang to kuala Lumpur

Hi,
1. I'm 53 yrs old Malaysian travelling with my wife and 23 yrs old daughter.
2. I'd boarded flight AK6247 from Langkawi to Penang on 2nd of Sep'2018. Flight departure time was at 10.45 am.
3. Before entering the domestic gate, the ground staff stopped us and asked us to weight the cabin luggage. Total weight was 20 Kg with one of the luggage weighted at 12 Kg which exceeded 7 kg limit. I was asked to reduce the weight of that luggage. We adhered, and re arranges the luggage to meet the allowable weights accordingly.
4. Upon entering the gate, I asked the staff 3 questions:
a. Why does it have to be 7kg?
b. why is this rule being enforced?
c. why is this rule not being enforced all the time?
Only 1 answer given - This is the rule!
4. Thinking that this answer is not sufficient, I started to challenge her to provide better answer.
She kept on answering that this is the rule!
The facts are:
a. The total weight for 3 person's luggage was 20 Kg. Which was less than 7 Kg per person.
b. I don't came across this cabin luggage weighing before. This is not a regular practice.
5. My triggered point to write this complaint was due to; at the end of our conversation, I told her that I really regretted supporting Air Asia all this while and will not choose Air Asia after this.
She simply responded; Thank you !
6. I google'd and found the reason for limiting the cabin luggage weight is due to safety reason, preventing passenger getting hurt trying to stow heavy luggage.
7. If this is a spot check, please be little considerate and tolerance. The extra weight is just a wash.
8. Answering Thank You means, Air Asia don't like being questioned and are ok to lose customers. As 53 yrs old, I take this as rude and impolite.

Being served by impatient staff, which i just late for my bags check in for 10 mins. She advised me carriage my 3 bags to boarding otherwise there are no choices to check in my bags! I am asking whether i can passed through as boarding is only can carry for 7kgs & she still ask me to do so. I am purchasing luggage 15kgs to check in my luggages at the end being informed this kind of advise. This is non professional services shown by air Asia crew and advise nonsense to customer

Hello I book my flight on 31st August. My booking number is ZNZ8QF. They already charge me total amount of $402.15 which includes the processing fee also. But they charge me another $10.05 together again.

Furthermore on 26 August they charge me another $14.69 from my bank account without my authority. I don't know why they charge me simply and without letting me know . I will make it viral in social medias. Please refund my money which u charge by unknown. Thank you.

Hi Team,

Recently I have done booking from Goibibo site and I selected Airasia flight from Delhi to Goa and Goa to Delhi and dates were 29th Sept to 6 Oct however mistakenly it got booked from Goa to Delhi and Delhi to Goa, which means it got shuffled. My PNR number is EQG7XG - GOA TO DELHI on 28th Sept and PSED6N - Delhi to Goa on 6th Oct. I would request you to please look in to my concern, I have spent around 15000 on my tickets and were planning to book it for my family. I was trying to save money by using the offers so I booked our flights first and it got ruined by selecting wrong sectors. Kindly look in to this on priority as my entire plan has gone wasted as we choose to travel from 28th SEPT to 6th OCT from Delhi to Goa and return.

I have tried contacting goibibo and airasia also. Goibibo agreed to waive off their fees however the airline charges are still there which is higher. Kindly look in to this as you will be able to give your seats to anyone else but I cant travel with that schedule. Requesting you again and again, kindly understand this and help us, direct no is not helping me at all. Customer service is there to help the customers but am not getting any help.

Thanks
Sonali Sharma
[protected]

Dear Airasia, i have a complaint to make. Recently, i had travel with my 2 years old daughter, i was shocked to found that i had to sat separately with my daughter (seat 29c and 29D). Although it seem like it is not a big deal, like alphabet "d" come after "c"right... It is close...but in flight between "c" and "d" there is a gap. Luckily, i can swap seat with other people. I hope you can improve your seating system.. My daughter only two years old and you guy expect her to seat with stranger? Isn't your system already recorded the data on age? Kids atleast below 7 should seat with their guardian or parent eventhough we don't select the seat.. Just matter of common sense.

To Whom It May Concern,

My flight was on 20 August 2018 Time: 21.05 Flight No. FD 3206
Zone: 1 Seat: 4A
Bagtag: [protected]
Customer Name: Mr. Tinnakorn Khamchan
Depart from Chiang Rai to Bangkok

I would like to complain about my luggage. I bought 10 KG luggage to be loaded. As soon as I received my luggage back from the Luggage Pick Up Spot, I noticed my luggage has been damaged, as the picture that I attached.

The corner of the luggage has been dent, just like they threw my luggage around or something, so I would like to have a refund for me to fix my bag.

I attached pictures and a video for you to consider. If you have any updates, please contact me back by this phone number or email:

+[protected] (Thailand)
korn.[protected]@gmail.com

Thank you for understanding and I'm looking forward to hear from you soon.

Tinnakorn Khamchan
+[protected]
korn.[protected]@gmail.com

I have traveled with AirAsia for several times for the past years. Normally I am very happy with the service. However, I just noticed that my departure time on the 19th November 2018 to Osaka was changed to 1415hrs instead of in the morning. I purposely chosen a morning flight despite it was slightly expensive than the evening flight. This has been very upsetting for me, and I would like to give you the opportunity to respond.

This was a scheduled trip as you can see. I've pre-booked and planned out almost everything and due to this incident, I was forced to change almost all my plans and the arrival time to Osaka was to late, I will be wasted an entire day in flight.

Also, I was not given any emails or messages about the time changed until I checked my flight. I tried to changed my flight back but I realized I will be charged for almost RM 300+.

My flight details are following:

Booking number: KMS4WC
Flight D7 1
From: Kuala Lumpur (KUL) To: Osaka - Kansai (KIX)
Date: 19th Nov 2018 Time: 1415hrs > 2140hrs

I am kindly asking that you please compensate me for the delay. i look forward to hearing from you. I hope that you could settle this matter to my satisfaction.

hi sir i md arboddin booked a round trip ticket on 8-7-2018 and the journey date was 13-07-18 and also received flight cancellation message but unfortunately i had not read the message.Thus i had reach the airport for my journey, there i come to discover that flight has cancelled for some operational reason.Further i ask the air asia employee to cancel my ticket, he did from the counter and given me the cancellation case no-[protected] of round trip id/ticket id is [protected].Further i have been guided to contact costumer care of happyeasygo for refund, i did the same, but now i come to know that i have been found "NO SHOW"for the flight and the refund against cancellation is not possible.So if air asia had refunded the amount to HAPPYEASYGO ask air asia to give the details on my email id.But when i contact the air asia they told, that the refund has already processed on 17-07-18
Please short out the problem i will be Grateful
thanking you
Md Arboddin