AirAsia
reviews and complaints

I’m a deceived customer. I bought 5 plane tickets from www.airasia.com. I provided them all necessary info and waited for the confirmation and flight number, but these thieves charged me fast, but they haven’t provided the tickets. Now I can’t get any help or support from them. The company is big scam and fraud, so stay away from these dishonest people. Don’t waste your money and nerves.

Booked and paid for Air Asia flight online in December, in January showed up for flight, Air Asia demanded credit card payment again. Still have not credited the second charge. Will not respond to emails or calls. Worst company to do business with, worst customer service. Do not fly Air Asia under any circumstances. You will be ripped off...

One of the worst airlines I have ever come across. Airasia offered less fare flight tickets, which can be booked before one year of travelling date. I booked around 5 roundtrip tickets and paid the whole money before one year of my trip date. The day arrived and when I went to the airport to get our boarding pass, they said that my flight has been cancelled. How dare they can inform this at the last moment. Even the day before my flight, I checked my airasia account and my ticket status was CONFIRMED. They claimed that they have sent me a cancellation mail and they tried calling me, but I was unreachable. I NEVER got a mail about the cancellation neither a call. I asked them the proof for sending me mail. But they can't provide it as they are the kings of cheating. I asked them What about my money? Why the hell you din't refund my money yet? They said, I din't pick up the call, so they are waiting for the WHOLE YEAR to get in touch with me. This is one of the greatest online cheating done by airasia. Still I din't get my refund!

Air Asia refund process is the worst. I had applied for a refund in Dec 2014 and got a confirmation that the amount will be credited to my account shortly on 1st Dec. SInce than I have called them a number of times and the reply is the same. It will be credited to your account in 5 working days. And the amount is just Rs 7600/-

Not sure how this airline is being run but to delay the refund for 4 months, there must be something wrong in the entire process. Even the Indian Railways are far more efficient and inspite of processing thousands of refunds the amount is promptly refunded within one week.

Air Asia needs to learn about the refund process from Indian Railways.

Horrible experience with Air Asia. Frequent flight cancellation, horrible customer care services, fake promises, no staus updates, no reply to complaints. Will never fly with this useless and pathetic Airline ever. Air Asia should shut down their operations in India. So what if you are so-called cheapest airlines (we dont care) Air-Asia is really really Pathetic airlines...

This is the compliant (Number - CAS-[protected]-4LH7LC) i had made on AirAsia website on 29th Jan 2015 and still did not get any update or resolution on this:
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Hi Team,

Greetings for the day!

First of all let me tell you that the tone I have used in this email is very mellowed down to what I actually want to use due to the horrible experience I had with your Airlines.

I had booked my flight tickets with Air Asia on 22nd Jan 2014 as:
i) Bangalore to Jaipur - For 23 Jan 2015, Flight I5 1720 scheduled at 08:30 AM IST
ii) Jaipur to Bangalore - For 26 Jan 2015, Flight I5 1723 scheduled at 07:35 AM IST

The flight from Jaipur to Bangalore ( I5 1723) for which I got a notification around 11:00 AM IST on 26th Jan 2014 about its cancellation. I had made numerous calls (to be precise 6 calls in total lasted for approx. 2.5 hours) to make an alternative arrangement to reach Bangalore with Air Asia flight.

Issues I faced with your horrible services:
• I had first spoken to Customer Care representative - Ms. Kiran, who confirmed that my ticket with I51723 has been cancelled and she will give me a call back for the seat confirmation on I51721 for 27th Jan instead of 26th Jan.
• I waited for an hour and again called the customer care service and was connected to Ms. Nalini, who also confirmed the ticket for 27th Jan will be confirmed soon and she or Kiran will call me back.
• Again to my surprise I did not get any call back and I called and got connected to Ms. Dolly this time. Again same fake promises from her side too. I pushed her to make me speak to the floor manager/Supervisor and spoke to Ms. Priya but all in vain again.
Please note that during all these times I was told that the conversation has been recorded and all the comments are getting logged against the enquiry booking number for resolution purpose. Also all the calls I made to customer care support it took close to 15-20 mins just to connect to the representatives.
• Finally around 7:30 PM I did not get any call or confirmation for my booking for 27th Jan in spite of tall claims and promises from your support folks, I called again got connected to Mr. Vignesh and he was also making the same false promises. I had to push him hard to get me connected to Supervisor and final I spoke to Mr. Nandan and around 8:45 PM I got my seat confirmation for 27th Jan flight from Jaipur to Bangalore.

Why Am I raising this complaint:
• Horrible customer care services – False claims n tall promises which team couldn’t fulfil on time
• Refund – When I booked my ticket for 26th Jan (JAI t0 BLR) it costed me INR 9008 and the ticket for 27th Jan was available for INR. 7400 only. Since I have eventually travelled in the same flight on 27th Jan, I would like to get the difference amount back to me.
• Hotel accommodation – I had to stay in a hotel for which I had to shell out money from my pocket, If the arrangement was done by your airlines I would not ask this money.
• My Half day salary loss due to flight cancellation on 26th Jan.
• Total amount I expect to be reimbursed/refund to me is INR [protected] - for Difference amount I should not have paid at all + 2700 for Hotel accommodation for a night + 2500 for my half day salary deduction).

I am looking forward to the resolution of my complaints as mentioned above. If this query is not addressed to my satisfaction then I would be forced to go “Social” about this horrible experience with Air Asia airlines and will leave me with no other option.
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To whom it may concern,
I am following up on the refund we are meant to receive from AirAsia. A claim was lodged with them on January 10th 2015. It is now over three months and we still have not received our refund. They sold direct flights to customers and could not follow through on these flights as they did not have the complete permission from all authorities to do so. We were told we would recieve the refund in a matter of a few weeks. I cannot believe an airline can mislead the public by selling these flights and then not refund customers their money.
I would like this matter to be resolved asap and to recieve our full refund. Our booking no. is DEMGJA.

Regards,

Angry & annoyed

Dear Air Asia,

We have yet to receive a refund from you. I have been waiting patiently for your refund, it has been 2 months. What is taking so long with this refund process? I have not received any reply from your side yet. I am very disappointed that this is taking so long, and your side never even bother to send a reply to me.
If I was your valued guest, then why is there no calls and no emails from your side at all?
Please proceed with the refund as soon as possible.
Booking Number: Y9TLKS

In early december 2014 air asia cancelled my and my wife's return flight from ho chi minh city to adelade, south australia. As per the email I received I phoned and requested a refund. My booking number is h8gsjc. When I hadn't heard anything back after 2 weeks I phoned again and was assurred my refund was being processed. This occurred again about 2 weeks later. I left for vietnam on 6/1/15 and had still not heard anything. On 12/1/15 in despration I lodged an online refund request and received a return email saying the refund was approved and I would receive the money in 30 working days. Case number:cas-[protected]-2xy8dk. 30 working days elapsed on 23/2/15 and as of today, 9/3/15 it has been 40 working days and still nothing. Can you help me please?

i experienced an unreasonable rejection for checking in my wife to this Air Asia plane AR526 on the 17 Feb 2015, 12 pm flight. The reason according to the counter staff is that we are late. For the information we actually reached the KLIA 2 airport around 10.30am at the counter, we notices in was very long processing time. i quickly approach an officer to ask about how the going he told me just remain in the roll and you will be serve. Thanks god! we finally reach the counter at around 11.15am before the plane take off at 12pm. my wife was rejected to board the plane at this time. i cannot accept this. we are not late but was ask to change our flight to an later flight which is 14.45pm and ask to pay the extra difference. i foresee this is not the practice Air Asia normally does. i am very angry at the point of time. as my wife is around. i kept comfort and just made the payment at another counter and let it be.

I am a victim of the false advertising of direct flights from Melbourne to Bali and vice versa. I can't understand how they took money from people when Air Asia was never given approval for the direct flights in the first place. It's is a crime.
The day before leaving Melbourne bound for a two week holiday in Bali, we were informed that the direct flights we booked and paid for were not approved and our flight would be redirected through Kuala Lumpur. Whilst being angered and disappointed that our flight time would be extended significantly we continued with our plans of travelling with Air Asia to get to Bali and enjoy a family break. The explanation we were told was that Air Asia had not been given authority to fly that direct path, at no stage did they explain, when we asked, that this would also apply for our return flight home. As far as we understood this was a short term problem and our return flight would move ahead as planned.
Not trusting this airline and having a niggling feeling, I checked our booking online and their webpage for any changes or delay's whilst we were holidaying and not once was there any reference to cancellations to bookings. The day we were due to return I opened my emails to find a message that our flight was cancelled and we were to call the airline to negotiate options to get home. Option 1. Take a delayed flight that Air Asia provided a later date. Option 2. A full refund that they would return to us in 30 working days or Option 3. A voucher. Option 2 and 3 were not viable, who knew when we would receive the refund and a voucher was only a piece of paper...we needed to get home so a later flight was our best option. We were informed that the later flight would take place seven days later. Are you kidding! I immediately jumped online to search for flights to get us home but airfares for 5 people weren't cheap (approx $3700 -$4000) and staying there was our best and cheapest option. We asked Air Asia what assistance they would give for the extensive delay and they said nothing... Not an accommodation voucher, not a food voucher, not even free transport to the airport ...Nothing! We asked to speak with a supervisor and we were denied. Our insurance didn't cover this debacle either as it is classified as an administrative error. Had it been canceled due to weather, strike or mechanics we would have been covered by insurance. We new we were on our own and every decision made from that point was to minimise the amount of damage. So we found additional accommodation and self funded the 7 day delay. This was money that we didn't have and I am struggling to pay this back.
I have contacted Air Asia over a dozen times with a claim of compensation and have had no response. I continue writing messages to their online complaints service which angers me and I can't chat in person because their operators don't accept nor deal with complaints over the phone.
I am pass due my patience and would love to get a class action going as I know there are other people in similar and worse positions than me.
Rebecca

AirAsia had unilaterally changed my departure flight QZ-220 to Flight QZ-222 in which as afternoon flight without prior e-mail notification ?
While I just got this infos by text message (SMS) on Tuesday, 17-Feb-2015 at evening, which means only two days before its early departure time & date in which this change was promulgated after I did web check-in.

I have arranged some appointments at charges at Penang which means I will be not able to complete it due to the change of its departure time from Jakarta, then I attempted to contact their local Indonesian customer services in which left me no option instead to keep following the new flight schedule.

I feel really it's all definitely spoof here, as they had advertised the schedule for such a prolonged period but then instantly changed it to a belated schedule without conveying any win-win solution to the customers who have purchased it.

I choosed to purchase AirAsia tickets just simply because its early advertised of departure flight time schedule and its direct flight consideration from Jakarta-Penang vice versa in order to meet my plan of this Penang visit, otherwise, I would not choose this airline, particularly for its departure flight.

What the heck with them ? It's completely lunatic

Regards,

Pontas

While searching air asia complaint page, google is filled with the complaints against this air line and allegedly it tops the chart of complaints against any airline. First of all, I booked the flight because of some medical emergency at home. Just after I got the booking confirmation message, I received a following 'delay in departure' message. Why they cant update their flight rescheduled timings on their website?
They are fooling customers by taking double fare for the same day flight and then by giving ### reasons of "operational problems", they delayed my flight again. I had to travel as early as possible but now I have to wait till evening and just god can help me. Their customer care staff is useless. First they doesn't pick the call for 15 mins and then they provide the recovery option of travelling in another week without any extra cost. I had to go immediately and that's why I had booked a "flight"! When I asked that can you please tell me if this flight can be delayed again, they told me we cannot give you any assurance on that.
I will make sure that I or any of my family members never book a ticket from air asia. First and worst experience!

Dear Madam or Sir,
I'm writing to complain about the service you had provided as I and my family took your flight to Bali to have a vacation.
First of all, I felt really angry about the bad arrangement and wrong internal information, I’ve booked for 3 people all business class but we just got economy class as we flied from Kuala Lumpur to Bali at 25 Dec. 2014(AK376) and from Bali back to Kuala Lumpur at 03. Jan. 2015(AK 377), we were refused to use the reserved lounge, the staff had really bad attitude. We were forced to take sites in economy class. I hope you can understand, I am not intention to pay good 17064.00 RMB to buy bad service or to be crowded in an economy class to ruin my good vacation mood!
Since we`ve flied with economy class and didn’t enjoy any service of business class, I’d like to have my extra money back, which I’ve paid for business class.

What worse was, as we came back to Beijing, the baggage of my wife has been missing. Although we`ve received the suitcase two days after, but it was totally damaged, it came with one missing wheel and a giant nick in the middle of it. The local Air Asia service promised a compensatory payment of 100 RMB, but the suitcase was a aerolite, worth more than 100Euro. With that 100RMB can`t even buy one wheel of it!
I`ve send you all the evidence, please just look at the Pictures and copies of documents, please do compensate for my loss reasonably. You can call me to talk about the details. I would be grateful if this matter can have your immediate attention.

Regards
Joachim Kuester

We logged a complain at the Airport about the stroller which did not make it on the flight.We spoke to Nur Nadierah Abu Baker that helped log the complain but no result. Report no. cbtpen14a00918. I need to know what will be done about this. Will the be able to search and send to us, or compensate to the value.

Air Asia cancelled my flights on 14 November and changed to a schedule which didn't suited me so i went with some other airline and ask for a refund from Air Asia. they never refunded me a single penny yet it been over 2 and half months. i am very pissed and have been charged for interest twice from my bank. i have contacted air asia customer care more than 20 time via e-mails and there is not any convincing reply from them other than we are sorry and we are working on it. I think there should be a some legal athority where i can complaint against air asia. NOT RECOMMENDED AT ALL TO ANYONE. VERY BAD SERVICES, VERY BAD EXPERIENCE.

After seeing a heavily advertised campaign in october for direct flights melbourne to bali from 26/12/14, against my better judgement, I decided to book for myself & my 2 children departing melbourne 10.00am 26/12/14 - arriving dps 13.45pm 26/12/14 and returning departing denpasar 8.45am 3/1/15 - arriving melbourne 18.15pm 3/1/15. 1.30am on christmas morning I received a text advising my flight had been cancelled. Options included departing melbourne 17.00pm 26/12/14 - arrive dps 02.45am 27/12/14. This flight would be via kuala lumpar. Or I could request a refund or credit voucher! How could I possibly cancel this holiday after spending 2 months telling my children that we were going to bali for xmas/new year? On new years day, I received an email advising that my return flight would also be going via kl. So, we depart dps at 8.45am 3/1/15 and arrive in melbourne at 12.15am 4/1/15.
If it was made clear to me that air asia did not have approval to fly direct melbourne to bali, I would never ever have booked these flights. I am an extremely nervous flyer who is unable to sleep one wink on a plane. Therefore, I always book direct flights to dps and I always book daytime flights. I am a regular traveller to bali who always flies direct with another airline. This particular airline offer a 10% pricebeat on any comparable flight - I could've used this and booked with them. Instead, I trusted air asia to fly us the route they heavily advertised and the one I paid for.
During a phone call to this company, compensation for loss of accommodation already paid for or anything else was denied. I was told to contact my travel insurance company - why should I pay excess to make a claim and have my future travel insurance premium increased due to the false and misleading advertising campaign of this useless airline? Never ever again will I or my family and friends travel air asia.
Anyone else affected by these flights, contact the airline. If no compensation is offered, refer the matter to consumer affairs and accc as I will be.

On the 26th of december I fly to Bali return melbourne. This was purchased as a direct flight both ways and due to a recent illness i was advised that I should not fly long hauls. I was notified on christmas day that the flight had been re routed via KL leaving at 3pm instead of 10.40 am I was now expected to fly all night being in transit for 12 hours as opposed to 6 hours. The recovery opposition were to except this arrangement or get money back which would take 14 days. No compensation was offered for the accommodation already purchased etc or the inconvenience and or loosing a whole day traveling. I had no choice really as there was little I could do on christmas day. Then again on the return flight which I was to fly out of Bali at 12.05am on the 2nd of Jan was rerouted again via KL.I was notified of this change the evening of New years eve again leaving me no real option as I had to be home for my disabled daughter who was to come out of respite on the 3rd of Jan. There was no compensation offered and I again had to make the long flight against doctors advise.
The booking no was RFK 3JA
Flight XT 803 Melbourne Bali direct, departing at 10.40/ 26th of december 2014
Flight XT 802 Bali (DPS) departing 12.05 am / 2nd Jan 2015
Thank you,
Kind regards,
Amanda Williams

If you are experiencing problems with air asia airlines customer care centre in relation to refunds for re-scheduled or cancelled flights I would like to hear from you. I do not work for them. I am in the process of collecting information and evidence to bring a former case against air asia, air asia x and it's partners. They have been successfully prosecuted in australia in the past and need to be again on a much larger scale. There are numerous complaints of simular nature regarding this carrier. I invite anyone who would like to share their story to message me. Regards, steve. See profile.

AirAsia is the WORST company I've ever encountered in terms of fees. They have every fee imaginable, it's absolutely exhausting and disgusting to have to deal with them.
Now this terrible crash has occurred, the aircraft only had fuel for 3.5hours on a 3hour flight, something apparently rather unusual according to some news sources, and air traffic control refused the pilot's request to fly higher to get out of the storm. Very strange.
All this makes it scary to book with AirAsia in the first place. On top of all this, they are absolute crooks.
This website helps to circumvent some of their insistent, hidden attempts at charging you unnecessary fees and is quite helpful: http://yqtravelling.com/2013/01/13/how-to-beat-airasias-bst-extra-charges/, but it doesn't mention the latest scam - the "Advance Passenger Facilitation Charge".
WHAT IS THIS? It's explained NOWHERE on their website, NOWHERE in any google search, and there's NO WAY of getting rid of it it seems. It adds £5 (about $8) onto your flight, on top of the already high processing fee, passenger fee, taxes, luggage fee of £12.50 minimum, etc, etc, etc.
As for the processing fee, it varies wildly depending on what currency you pay with, and it seems they've done away with Paypal, which used to not incur fees. They've also applied the fee to debit card after it was just for credit cards.
It's absolute CORRUPTION and DAYLIGHT ROBBERY, no other airline has this many hidden, inexplicable, unnecessary thefts from customers, and the initial price they advertise the flights as are completely misleading to customers and this should be against the law.