Menu
AirAsia Customer Service Phone, Email, Contacts

AirAsia
reviews & complaints

www.airasia.com
www.airasia.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for AirAsia has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of AirAsia. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

AirAsia reviews & complaints 1650

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
2 reviews
Sort by:

Newest AirAsia reviews & complaints

ComplaintsBoard
J
9:31 am EDT

AirAsia airline

My name is Tae Yi. I have a question for the booking#KM1M8G as I tried to book my ticket on the website and tried to pay by the credit card for 3 times. I did changed 3 time computers to pay for my ticket regarding to the website error. But it did not goes thro. Finally, I gotta called customer service to purchase by the phone.

Then after I paid, I have heard the agent said I can carry on for the 7 Keg's. And anything else and I could not hear anything about baggage charge that I got charged in this flight as well.

I would like to get a refund for the Checked baggage 20kg 1464.00 THB for both of us as I do not need it.

Could you please kindness help me for whatever I do not need it.

Please call me at +[protected] or +[protected] or email me at [protected]@gmail.com

I will looking forward to hear from you asap.

Best Regards,

Tae Yi

Read full review of AirAsia
Hide full review
ComplaintsBoard
J
11:59 pm EDT

AirAsia booking complaint

Hi AirAsia,

I need my flight reinstated. Booking number: DQGLQX - I was given an hour to make this payment as I have selected "Dragon Pay as my payment method". The reservation will remain on Hold until Today October 24, 2017 at 8:36 AM but I have completed the payment before 8AM. The exact time that my bank sent me the confirmation about the payment is 7:51:22 AM and this is the time that the money was taken out from my debit card. I confirmed it with dragon pay and they sent me a confirmation as well that the payment went through. I do not need a refund. I want my flight reinstated. I filed a case about this and I attached a screenshots of all confirmation needed. the deduction on my bank and the dragon pay confirmation. case numbers [protected] and [protected] were closed for some reason and I have checked this case numbers online and you closed it with no resolution. Also, I tried to get in touch with a live chat representative and I asked for a supervisor for immediate action, The Rep responded that there is no supervisor and ended the chat right away and that made me more upset because I need to wait again for another hour just to get another rep. (That was the 2nd rep I contacted with). I got an email response out of the 5 cases I filed but they were asking me again the attachment of the payment confirmation. I did attached it before I made those cases. I took me 8 hours and running to deal with this. I did made the payment before the deadline given which is just 1 hour. Also my concern is Where is my money? what happen next? will you honor the seat I have selected? will you honor the same price? This is the most inconvenient experience I ever had and no one can even give me an answer or at least give me some assurance that this will be fixed. Who else do I need to contact? I have done Live chat online, Filed 5 cases, chatted with Airasia page via facebook and twitter and they still refer me back to customer service and then When I contact customer service they cannot help me? I am getting run around and I am tired.

See attached files for the payment confirmation and reference.

Please forward this to the highest point of contact. Should you need to call me here is my number: +[protected] or +[protected]

Read full review of AirAsia
View 0 more photos
Hide full review
ComplaintsBoard
A
12:20 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia optiontown is a scam. they are fraudsters and therefore criminals

Optiontown do not routinely refund money after five days as per the website and their terms and conditions. They hope you won't notice or will give up.

For a flight departing 29 Aug 2017, the refund was finally received on 29 of September (31 days, therefore 26 days later than promised).
For a flight departing 4 October, I am still waiting on 23 October ((19 days, therefore, 15 days outside the website information and their terms and conditions).

Once you have alerted them to their breach of contract and requested a refund, (which is not your responsibility to inform them of in the first place), they will engage you in endless pointless emails telling they are investigating, have contacted the airline, or requesting information you will unlikely have (but which Optiontown can certainly access) for example, booking numbers, or a scanned copy of your boarding pass in PDF format.

I infer:
1) it is hoped you won't notice a refund has not been given with five days.
2) They will present obstructions and delays in the hope you will give up in your efforts to obtain the due refund.

In short, they intend to defraud anyone who does not receive the extra seats/upgrade.

It is sad Air Asia has an association with Optiontown - whom Air Asia refer to as a 'partner'.

Read full review of AirAsia
Hide full review
ComplaintsBoard
J
11:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia airasia customer rip off policy!

I made a booking from Melbourne to Penang recently and did my on line checking in for Melbourne to KL, KL to Penang and return flights from Penang to KL and KL to Melbourne. I had a family emergency in KL so I missed my Penang to KL flight but when I went to KLIA2 directly to board my KL to Melbourne flight, I was informed that my international flight from KL to Melbourne was cancelled because I missed the domestic flight from Penang to KL! I explained that I had to make a trip to KL on my own due to my family emergency but the Service Counter and Customer Service informed me that my international ticket is already cancelled and I have no other option but to purchase a new ticket. They Service Counter inform me that it is AirAsia policy to cancell all other connected flights if we miss any of their flights. My international flight to Melbourne was cancell because I missed the domestic flight in Penang. This is inspite of me being at KLIA2 nearly three hours before the actual departure time of my Melbourne flight from KLIA2. I was given no other assistance but was made to purchase a new ticket from KL to Melbourne for the same flight. Can I get a refund?

Read full review of AirAsia
Hide full review
ComplaintsBoard
L
11:03 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia flight delayed

Hello my flight no is D7523 on 22nd October at haneda airport japan to Kuala Lumpur...my flight supposed to be 1150pm 22nd October Sunday but is delayed till 2pm on 23rd October due to the thyphoon... I am very disappointed with the staff service for being rude and ignore us.They just left us after the announcement without providing us food or accommodation... There is so many elderly and young kids sleeping on the floor of the waiting area for more than 14hours! I think air Asia should apologize for this super lousy service and compensate us... please follow up this matter or I will post in fb and also hotline in the newspaper... really disappointed

Read full review of AirAsia and 1 comment
View 0 more photos
Hide full review
1 comment
Add a comment
S
S
sitivvv
, US
Oct 23, 2017 1:42 am EDT

This is a low-cost, no-frills airline. You get what you paid. What do you expect? By the way, you can lodge an official complaint to the related Japanese Consumer authorities. I think that would help.

ComplaintsBoard
C
9:06 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia unethical behaviour

23 OCTOBER 2017 @ 945AM

TO WHOM IT MAY CONCERN

On 23rd october 2017 around 9.45am i went to one of your air asia branches at bukit jambul. That office supposedly to open at 10.00 am but i arrived earlier 15 minutes. while waiting for it i've saw one of your staff standing outside the branch and i decided to ask him regarding my problems. i just want to know about ticketing and HE'S REPLYING ME IN A VERY RUDE WAY!.. he said that he do wanna entertained anyone before 10am. is that good to answer the customers? and that time im not even said any single words yet. I am really cant except it. Is this the way your company trained your customer service? i am really hope this kind of things not gonna happened to others. That guys not really suited with customer service. No smile with sour face. Please do something AIR ASIA if you want your company success. Dont let this kind of problems ruined your reputation. thanks and regard

Read full review of AirAsia
Hide full review
ComplaintsBoard
T
7:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia flight schedule

Dear Airasia,

I've always been your fan until you keep delaying your flight. I'm going for a business trip on 21 Oct 2017, from KL to JKT, at 19:10pm (supposedly but you're delaying it!) and your massive flight delay caused me for not being able to attend my meeting! Please explain what might be your burden in making ALL of your schedules on time.

Read full review of AirAsia
Hide full review
ComplaintsBoard
R
2:08 pm EDT

AirAsia refund of unreasonable charges for flight changes

Dear Mr. Riduan,

Of course passenger on board already. After so many days to handle this issue. I'm asking 2 things here but not receive any effective answer. The respective person should have giving me a call to explained delayed.

Many it generate too much of profit in your organization and don't even care my complaint.

Have a good day.

Thanks,
Rachael

Sent from Yahoo Mail on Android

On Fri, Oct 20, 2017 at 4:58 pm, Auto Generated Response
wrote:
Dear Ho Ru Yan

Thank you for writing to AirAsia.

We apologize for the delayed response.

In response to your email, we apologize for the late reply and inconvenience caused. However, we noticed that the passenger successfully boarded the flight for booking GH1NXV.

Nonetheless staff should not ignore the need to provide excellent customer service to the passengers. Note that we have sent your case the respective team and they have briefed the said staff to make sure such occurrence doesn’t happen again.

Once again we would like to apologize for any inconvenience caused and trust to have your understanding on this matter.

Should you need further assistance, please submit online feedback form. For simple inquiry, please feel free to check our Ask AirAsia or follow us at our twitter account, or approach our LiveChat service available 24 hours.

Best Regards
Riduan
Customer Experience

Read full review of AirAsia
Hide full review
ComplaintsBoard
V
11:44 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia inappropriate behavior and incompetence

+please note that I do not accept your crude =no reply =auto generated email as finished business before you have investigated the circumstances.+

Thank you for your email to airasia.

In this opportunity, we would like to sincerely apologize for the inconvenience caused by the delay of your flight with qz-662 from semarang to singapore on 20 september 2017 due to operational reason and consequences delayed that also affected to your flight.

Please allow us to inform you that we do our best to adhere the published schedule in effect to the date of your travel. however, sometimes there are flights being rescheduled for various reasons which include inclement weather, aircraft rotation, airport restriction or any unforeseen circumstances.

+I now acknowledge receipt of this 95% auto generated email with minor details to support your misleading narrative of point to point carrier with zero compensation. because that’s the real concern for you, the money, not solving or investigating the issue. what you see as a minor inconvenience is in keeping with your 'support staff' when you send out auto generated emails. don't truly give a damn. its a job hey!

Had you read and acknowledged my initial complaint. I would have thought you would be seriously concerned that one of your passengers was isolated and stuck at a foreign airport due to your ground staff. but as in keeping with 'award winning' money orientated companies you immediately try to change the narrative to minimize your responsibility. I know you are aware that the flight delay was not the whole issue as I outlined in my initial letter. your auto generated review has shown a clear lack of understanding or deliberate 'too hard basket' on any duty of care to your passengers that your company states is a priority. it is clearly not the case by your answer and the sheer lack of any further inquiries. you have made a decision before contacting your 'singapore ground support staff'.

I would have made my flight but for the incompetence and lack of care of your so called ground staff at singapore. there was “no assistance” from your inept supervisor and support staff. your singapore ground staff are clearly responsible for my missing the connecting flight. this has absolutely nothing to do with the delay from semarang as you are so desperately trying to make the narrative.+

We truly empathize with the inconvenience you experienced. regretfully, we are not able to provide you any compensation on this matter since airasia is a point-to-point carrier and shall not be responsible for any missed connecting flight. it is truly beyond our ability as a low-cost carrier to provide full cash coverage for every single cost incurred by all passengers, as our liability is limited.

We thus advise all passengers to consider travel insurance in the future travel and we could provide an acknowledgement of flight delay/cancel for insurance purposes.

Further to your feedback on the assistance provided by our ground staff in singapore, we would like to inform you that we have forwarded your email to our ground operation team for their review.

+I again reiterate, there was no assistance from your ground staff but a total lack of care which ensured an absolute hindrance for me to gain my connecting flight which was delayed by one hour. had they done their job as a carrier they would have known this and not leave me standing were they told me to as they were notifying malaysian airlines. but instead told me to wait by the gate and airasia staff took my itinerary and baggage claim ticket and I didn’t see it again until the “supervisor’ returned with it after the original connecting flight had left. clearly airasia staff was the cause and the effect. nothing to do with the delay of the flight from semarang. they didn't do it and were not aware of the delay. I would have made my flight without the "help" from airasia.+

Kindly be informed that airasia views each guest’s feedback positively and will take necessary measures in areas where there are shortfalls.

+this is not going to happen and you know it won’t. the feedback you should learn from is ‘train your ground staff to be competent in their role, not to be rude and ignorant’. from the blogs I am reading your airline is getting too big and employing incompetence. I would not employ people who cannot communicate with the public. who dismiss one of their passengers and abandon them at an airport. I refer to the female radio toting staff that told me to ‘wait a minute’ and disappeared.+

We truly appreciate your time to bring this matter to our attention and hope this will not deter you to fly with airasia.

+no, you truly do not. I would advise everybody not to fly air asia. I shall place these details on our website and links and shall ensure that any negative feedback is thrown out to the people from there. your lack of 'give a [censor]' will be counterproductive, seeing as money is your main driving force and the people are secondary and an inconvenience.+

We know that we cannot completely make up for your disappointment, but we hope that our explanation has helped to provide you with better understanding.

+I understand that your inability to take me seriously about your involvement in my missed flight beggers belief. I advise you stop patronizing me any further.+

Once again, please accept our apologies for the inconvenience caused and rest assured that we are taking every possibility to ensure this problem does not occur again.

+how? by not reading the complaint then denying any responsibility? looking at the blogs about airasia I seriously doubt that you are capable. I will pursue legal advice if this is not sorted at the level it is supposed to be at. rest assured. it will cost airasia more than a flight ticket. directly or indirectly.+

Thank you for your kind attention.

Kind regards,
Aris a
Customer care air asia

+no offence aris a, but this matter needs to be dealt with by someone who can understand duty of care, its legal and staff vicarious liabilities of their ceo, albeit responsibilities. you clearly do not.+

Read full review of AirAsia
Hide full review
ComplaintsBoard
C
10:16 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia why the flight from alor setar to kuala lumpur always last minutes delay?

Hi Air Asia,

Why the flight from Alor Setar to Kuala Lumpur always last minutes delay?
I had my flight on 19.10.2017, from Alor Setar to KL.
Supposedly the flight will take off at 8.55pm, but two hours before the departure time, I had received the notice that the flight had delayed to 9.45pm. But then, the flight was take off after 10pm, and we reach KLIA2 after 11pm. And we need to take the 12am bus to KL Central, and reach KL Central around 1am.
This sudden delayed had created some problem for us who were using the public transport. All the public transport service was off at 1am, and we need to take the Taxi or grab to go to our next destination. THIS HAD CREATED AN EXTRA COST FOR US.
And this was not the first time I had experience the flight delay from Alor Setar to KL or vice verse.
I really hope that Air Asia will solve this problem with better compensation to the customer if it happens again in the future.

Read full review of AirAsia
Hide full review
ComplaintsBoard
J
1:53 am EDT

AirAsia [censor] service

We late we pay
You guys late we pay!?

I took 5 flights to and back for past two months using this airline
2 times I were like 5min late to the check in counter, consequently I was force to pay for the next available flight
Now you guys delay my flights more than 3 times, not a single cent I get from you guys
I were supposed to attend my own son birthday at 7pm but I can tolerate upto 10pm. No this time you guys delay it to the next level to 12am!
I want compensation on this!

Read full review of AirAsia
Hide full review
ComplaintsBoard
S
9:39 am EDT

AirAsia complain of misconduct of your personnel at the kla2 _ request for compensation

Dear Sir/Madam,

Hello and Greeting,

I am writing to report and complain about the misconduct of your personnel at KLIA2 counter T, especially Ms Low Pei Ling, X1856 (this is the name she has given to me).

I had a flight today (Booking number: KRHPUH) at 7:05 PM from Kuala Lumpur to Tehran. I reached the airport at 6:00 pm and surprisingly when I wanted to do checking at counter X the officer told me the counter is closed and you missed the flight! She called someone and told me to go to counter T (Service Customer).

Ms Low Pei Ling at the counter T (Service Customer) instead of helping us as your customer, she unfriendly and repeatedly said I can't do anything and you missed the flight. We told her what should we do and why we missed the flight while it is 6:18 pm and our flight is at 7:05, but she ignored us and went to the next customer. We became stressful because of her unfriendly and rude reply. I told her we will report your behavior to your manager. She arrogantly replied go ahead and do so. Unfortunately, your other personnel also were not helpful and just were looking at us and even ignored my request to help, and just said you missed the flight and you must buy another ticket!

Hereby, I would like to highlight some points, and as a reputable company I expect your kind cooperation and follow up.

1. I was at the airport 1 hr before my flight time and how does it mean I missed my flight?! Like what your personnel said;

2. You are a reputable company and I do believe that the first thing your personnel must know is "how to properly and friendly behave to your customers", the behavior I've observed this evening is not a decent behavior from the personnel of a prominent Airline like AirAsia ...;

3. It was a disappointing experience and I am wondering how your company recruits these low quality personnel who are not at the minimum standard level of your company;

4. Your personnel must be friendly and helpful not fighting and irritating your customer who are also reputable;

5. I saw some more customers around that counter who were unhappy and had the same experience that I had;

6. I missed my flight this evening not because I arrived at the airport late (I was there 1 hour before my flight time) but because your personnel were not friendly, not responsive and wasted my time, not supportive, not helpful and instead of doing their task which is giving the customer a decent support they wasted my time, caused more stress on me, fought with me and roundly talked to me in front of other customers;

I hope AirAsia as a leading company in Air industry would have a proper mechanism of filtering the indecent personnel (Like Ms Low Pei Ling) who really destroy the face of company and causes dissatisfaction among your customers.

In the end I cordially request your kind prompt action and follow up on my complain and I would like to request for compensation of the flight that I’ve missed this evening.

Thank you so much in advance for your kind understanding and support.

Best regards,

Maryam Mosavat
[protected]

Read full review of AirAsia
Hide full review
ComplaintsBoard
G
11:49 pm EDT

AirAsia customer service

Absolute joke, cannot actually be called customer service as there is none. Received e-mail in middle night telling me my flight has been rescheduled (second time this has happened on this booking). Time rescheduled is not suitable so tried to contact Air Asia Customer service as it indicates on the e-mail.
First for flights within Malaysia there is NO number to call ONLY Chat Line. So I contacted chat line to be 145 on queue, waiting only to be dropped off after I get to 111.
So you buy a ticket, Air Asia decides to change it, but provides no ability to contact anyone to advise change is not acceptable?

Nice One...

Read full review of AirAsia and 1 comment
Hide full review
1 comment
Add a comment
V
V
Vin Albo
, GB
Oct 20, 2017 10:53 am EDT
Verified customer This comment was posted by a verified customer. Learn more

AIR ASIA has the most incompetent personnel of any passenger carrying Airline. Pay a bit extra and fly with another carrier. There is so much emphasis by the CEo that Air Asia is a leading cheap airline. For a company that rakes in bucket loads of money you would suppose they would provide competent training for their staff. I have watched their inability for a long time and have now decided never to fly with them again. If you employ low IQ staff that wouldn't get a job on the service counter at MC Donald's don't expect any customer service. There isn't any. I wouldn't give them a job washing my toilet bowl.

ComplaintsBoard
N
7:09 pm EDT

AirAsia using my credit shell urgent attention

hello
my membership is [protected]
natasha woods
phone [protected] mobile / [protected] landline

how are you

I would like to use my remaining credit shell $174.00 to book accommadation Perth Australia please

I rang yesterday and the customer service lady put me through to expidia. She was not helpful at all

And live chat yesterday kept on dropping out. Today the live chat is wait time 97min, I have no time to wait as i run a shop

My voucher needs to be used by tomorrow 18.10.17

can you please get someone to help me please

[protected]@gmail.com
natasha.[protected]@gmail.com

good day

from natasha woods
australia

Read full review of AirAsia
Hide full review
ComplaintsBoard
F
4:52 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia flight delay

The flight to Banda Aceh on 17 oct 2017 has suddenly been delayed in more than 1 hour. The retimed news has delivered when I akready stand by in the airport. It has very sudden. Due to the delay, I have missed a very important certification tests event that I have been paid to the organizer. I couldn't get certification & loosed the registration money. Too bad

Read full review of AirAsia and 1 comment
Hide full review
1 comment
Add a comment
J
J
Jason Wong
, US
Oct 20, 2017 1:54 am EDT

nah they wont even bother attend to you. If only everyone start to boycott this flight
[censor] company will still send us to this airline bcos its half past 6 cheaper
crappy airline like the malaysian airlines

ComplaintsBoard
A
2:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia cancellation of return ticket

my booking reference is [protected] and we travelled to manila on 10th of oct with passenger name given as Rajkumar Maipaksana Singh and Rajkumar Donachraj and Donacharj have to stay at manila as he has taken a admission.at AMA medical college, makati and when we inquired about the cancellation of his travel air asia told us that there will be no refund but have to pay taxes then i inquired to the travel.agent i bought tickets from, even they said its a non refundable, but on the contrary we also.bought travel insurance which says $500 max for trip cancellation, so i asked them if i could use it then they said i cant as its partially used ... so whats the use getting a travel insurance if we cant even.use it .. partially or not we bought the travel insuranve for the trips we booked n thats is 10th of oct and 18th of oct 2017 . I think i need a help here or should i file a case instead ?

Read full review of AirAsia
Hide full review
ComplaintsBoard
D
1:34 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia hotel provided when connecting flight missed

I was flying from BKK to Sydney on 14 Oct. The BKK flight was delayed, resulting in passengers being stuck in KL and being offered another flight in 24 hours time. Air Asia said they would provide a hotel for those inconvenienced.
Passengers were quite gracious about this. In my case it meant missing a very important meeting at work, not to mention loss of income.
We disembarked around 10.30pm and were bussed to our hotel by 1am
The hotel, the Nilai, was an insult. It was run down, dirty and smelly. The few facilities provided mostly didn't work..tv etc.
The 'free' meals mostly uneaten.
I believe this is an appalling way to treat customers, for any business. I travel to Asia at least twice a year and have been pleased to fly with your airline in the past, but no more.
Deborah Smith

Read full review of AirAsia
Hide full review
ComplaintsBoard
J
10:52 am EDT

AirAsia refund

i booked flights and then some months later while i was in Thailand i was text to say the flight had been cancelled and guests moved from 31st august to the 3rd of september
i later asked if i was to cancel the flight would i get refund and was told yes due to it been changed my yourselves i then canceled the flights and bookes some different ones
on 25th of august i went o live chat and was told a refund had been approved and was on its way to my credit card
i have been on live chat lots of times now each time been told my refund is on its way October now and still no refund
i have taken it up with you again and now told i cant have one?

Read full review of AirAsia
Hide full review
ComplaintsBoard
K
7:32 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia customer care hotline impossible to get through

Dear Tony,

As much as we all love the competitive fare offered by AirAsia, but there is one very important issue which AirAsia really need to look into

AirAsia website does not have any Singapore customer care hotline.
When I did a search on other websites to contact AirAsia, I got this info:

Singapore +[protected]
Operating Hours : 8am - 9pm (GMT+8)

To my disappointment, this number is invalid.
I have gone to the extend to contact AirAsia via Live Chat which I must say is pointless. (When you are number 201 in the queue and waiting time 2 hours!)

Please help rectify this issue which many people in Singapore are facing
Thank you

Ken

Read full review of AirAsia
Hide full review
ComplaintsBoard
S
9:19 pm EDT

AirAsia air asia

Among the worse airlines ever. Everything about your company and service is terrible, right from the booking experience on the website, non existent customer service, horrible in flight food, constant delays on most domestic flights, indifferent ground staff etc. I don't remember taking a domestic flight that took off or reached on time ever. Today's flight ak 6112 to Penang is delayed and the ground staff gives us a food voucher that is redeemable at a cafe that is a 15 minute walk away on the other side of the terminal. So 15 min to get there, order food and then 15 min back. Extremely ridiculous and exactly the kind of indifference that is part of the air Asia experience. Most airlines simply hand over some water and a sandwich at the holding area when there is a delay instead of expecting guests to walk all over the airport to claim some food . I would rate air Asia as the worse airline in the world and yet I am forced to fly due to lack of choice

Read full review of AirAsia
Hide full review

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact AirAsia customer service

Phone numbers

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

Website

www.airasia.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with AirAsia?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with AirAsia Customer Service. Initial AirAsia complaints should be directed to their team directly. You can find contact details for AirAsia above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about AirAsia. Discuss the issues you have had with AirAsia and work with their customer service team to find a resolution.