AirAsia
reviews and complaints

good pm
i would like to file a complaint re: 2 cabin crew especially the female FA who laughs so loud during in flight. I assume that they are on duty and this seems so unprofessional for her to laugh so loud. several passengers already told her to lower her voice but through out the flight you could still hear her laugh.
I would like to suggest for the FA to have a training for manners and some work ethics.

flight no.Z2613
flight date: April 14 2019
name of FA :eunice and Ed
thank you

My booking ref. is t2cw8x.
On 08/04/2019 I purchased flights to kul-hnd-kul and also purchased the value pack. and I picked seats 36c and 35d.
(the airasia websith was very slow that afternoon and each stage took time to complete.)
When I received my itinerary by email, it did not show any seats picked.
So I contacted airasis live chat and was told I did not pick any seat.
So I had to immediately go to "manage my booking" and pick my seats 36d and 36d (because 36c had been taken). but I had to pay ringgit 87.80 to pick these seats (which were free of charge on 08 april). but my value pack which I paid for on 08/04, entitles me to pick my seat for each flight.
So please refund to me the ringgit 87.80 I had to pay on 09 april.

I booked ticket with Airasia from Kota Kinabalu, Sabah to Kuala Lumpur on 7 April 2019 time 6.25pm. I reach the ticketing counter to drop my luggage at 5.05pm on same date. The ticketing officer said i and my family special case, need to go to another counter. Then i, my wife, my mother, mother in law and my infant move to next counter and start waiting at the counter. Suddenly the ticketing counter officer announces that the gate close for my flight to Kuala Lumpur. When i check with the ticketing officer, she said the flight is over booked due 15 pax. They promise us to schedule us to next flight at 7.25pm. As us go come back at 6.30pm to the same counter to check in. When we back to the counter at 6.30pm, surprise the 7.25pm flight full. The ticketing counter person Jacquiline, give us only option thts is 10.10pm another flight available, its was confirm 12 seat available. Jacquiline ask to come back at 9pm to check in. At 9 pm they we whole family with my infant check in to the counter and start walking to the gate A7. Reach the gate another surprise waiting for us that is Airasia flight AK5119 delay from 10.10pm to 10.25pm. I patiently waiting and my infant start crying because he felt uncomfortable due to sleeping at the airport chair. 10.15pm the gate open, the airasia officer check my family ticket and let us go inside the flight. The smart ticketing officer give us the last seat. Im with my baby 2 month old with two elderly person walk to the last seat. Another last surprise is just waiting for us over there. We notice another family seated at our seat. We check with on their seat. They show same ticket with different name. I lost my patient end argue with the unprofessional stewardess and the guest officer. The guest officer ask us to separate, seat in different seat that vacant. How can this stupid Airasia steward and stewardess and the guest officer ask this question to us. After big argument with the guest officer, he manage to get two seats in different location. How come Airasia do this kind of mistake ? to whom we can complaint?

my Flight time is 605am and once I reached airport at 540am I went to check in at the kiosk self check in counter however the system shown there is no seat assigned to me and ask me proceed to counter for check in. Thereafter I went to the counter and start queuing but when it came to my turn is already after 505am. The staff asked me proceed to the service counter and I followed the staff instruction. The service counter staff informed me that the aircraft is downsize and the only thing they can do is to change my flight to 840am. The problem I want to tell here is if the aircraft is downsize shouldn't they informed their customer earlier? So perhaps I think airasia is oversold the air ticket and hopefully customer did not turn up. This changed of flight has affected my work and I hope airasia to give me a reasonable and acceptable explanation. The what aircraft downsize? This reason is not seems acceptable to me. Please give a more valid and pursuasive reason.

Hello, my name is Raisa Silva and I would like to share the horrible experience I had with Air Asia. My boyfriend and I were coming back from Phuket Island (HKT) to Bangkok (DMK) the flight was FD3092. We left Phuket around 1:30 pm on Nov.18-2018 and we were supposed to land at Bangkok at 3:00 pm on the afternoon. Our aircraft took off and about to be 50 minutes on the air the pilot announced that we were landing 15 minutes earlier than expected. After he said that we felt that the aircraft was falling at least 1000 ft. It was a lot of pressure and my heart was about to drop. I almost fainted. However, in 5 seconds the aircraft goes up with a lot of pressure again and the pilot did not say anything on the radio. We believe that the aircraft hit an air pocket. We were lost thinking that we were going to crash soon. In about 10 minutes after that, we realized that the pilot went back on track on air and we still did not know what was going on. The pilot finally decided to say something on the radio. He said that we could not land at the Bangkok (DMK) airport according to the storm, so we had to circle around 5 times and he told us that we were running out of gas. We did see that he was getting close to the ocean. The pilot said that then we had to go to the other airport (BKK) to fuel the plane which was 15-20 minutes on the plane still with no gas. We realized later that between all that he turned off the aircraft engine. We finally landed I can't say it was safe. We want to get off and just go to the hotel which we had reservations to had lunch but of course, we did not make it. This was already late. Meanwhile, inside the aircraft, we tried to get off and they did not let us go. We want to talk to the pilot but he never left the cabin. Everyone wanted just to get out of that aircraft. The flight attendants told us that we weren't allowed. We asked to call the police and they said they couldn't. We ask for the Military and they came. They did not let us get off either. It was a nightmare already and later afternoon. Already missing the rest of my last day in Bangkok. After a while, they decided that we had to go back to the origin airport (DMK). We did not want to fly with this pilot again or that aircraft. We were in panic and so scared. Here we go on the air again for 20 minutes and we landed. Soon as we get out at the aircraft we did not see any flight attendance around either the pilot or any crew member. This was traumatized. Next day we flu back to the USA which soon my boyfriend and I landed and I believe I had a panic attack I had to go to the emergency because I had a sharp pain on my chest and was not letting me breathe. Should I say thanks to Air Asia with this experience? Also, this ticket wasn't cheap we paid $182 for both tickets round trip. Never want to fly with Air Asia again the pilot also made a poor quality decision when he decided to speed the aircraft to get us there faster and use all the gas not knowing that could be difficult to land sometimes at the airport due to the weather putting many lives in danger.

I have a damaged ankle, and can't walk more than a few steps at a time on crutches. I booked a Kuala Lumpur to Delhi flight, with special assistance service, for Mar 27 2019 @ 7pm from KLIA2.

I called up Air Asia call center, and was told the following:

Wheelchair will be available only at the check-in counter for my flight

If I can't walk, then I should have come with someone(as if that someone will carry me physically inside. absurd!)

From the KLIA2 taxi drop off point, to the departure terminal, is the food/shopping area that is maybe 50 meters or so. Those were the longest 50 meters of my life! It took me 20+ minutes to get across those 50 meters to reach the departure hall, get to counter Y for my flight, only to be told that I will have to get to counter V for wheelchair assistance(and NO, WE CAN'T GET THE WHEELCHAIR HERE TO THIS COUNTER!)

Naturally, I filled out a complaint form after catching my breath, on their website (there, can't even say the airline name anymore without getting upset), to which I got a scripted robotic response, followed by closure of my complaint ticket.

I think the last time I went through such a physically and mentally exhaustive ordeal was a self-inflicted one, where I decided to go on a mountain trek of 7KMs in the upper reaches of the Himalyas. The pure torture of hobbling on two crutches across a total distance of ~100 meters was severely compounded by robotic responses and rude behavior of the staff.

Hi.

I had a flight today morning at 5:10 am from kolkata to vizag.
Air asia... Flight no. I5 519... Booking no. Urrm8z.
I have forgot my baggage at cabin checkin. I want to know whether you ppl have found any lost bag or not.
It was black coloured backpack of tommy hilfigur. I have my wallet charger and some food also. You people have any security for the passengers or not.

Contact [protected]
Mail id : [protected]@gmail.com

It's almost 2 hours of standing here to wait for my flight Z2 322. I have a connecting flight from Kuala Lumpur to Manila to Tacloban. Their system is down here in NAIA TERMINAL 4 and they only open one counter. Our flight is at 0420 hrs. The time now is 0350.The other counter for flights at 0635hrs is also open and ongoing the check in. If you are having a problem with the system., you could at least open another 1 or 2 counter for a faster check in procedure. This is [censored]. And none of your ground stuffs even apologize to us or compensate for waiting.

System bug to generate my profile name which has been updated for more than a year. XLQDXB. Subsequently, I paid HK$1, 378 for the ticket and HK$200 for 25kg for retrun trip checked baggage, X2C5XK refers. Complaint raised with ref. nos. [protected], [protected] and [protected]. I want my money (HK$1, 578)back.

> Support
> 寫道﹕
> 
>  主旨: [protected] - Name was
> maliciously changed    [
> ref:_00D7F2WjH._5002v2HmNlC:ref ]
>  收件人: "[protected]@yahoo.com.hk"
>
>  日期:
> 2019年3月16日, 星期六, 下午5:54
>  
>  Dear Yu Yat,
>  
>  In response to your email for booking
>  XLQDXB, please be informed that for
> invalid/unknown
>  transaction charged to your account,
> please report this
>  dispute charges to your issuing bank
> and they will liaise
>  with AirAsia merchant bank in regards
> to your dispute as we
>  are not able to do anything from this
> point as we are
>  Customer Care Department and we are
> only able to view the
>  booking details with exactly your
> details in it. 
>  
>  Regarding to your member ID, we
>  apologize that we are unable to
> accommodate your request.
>  Kindly reach out to our askbig@airasiabig.com.
>  They would happily assist you
> further.
>  
>  Should you need further assistance,
>  kindly contact us via our AirAsia 
> Customer Support
>  page.
>  
>  Regards,
>  Avelina
>  Customer Happiness
>  AirAsia
>  ref:_00D7F2WjH._5002v2HmNlC:ref

I was booked a ticket on 5th match 2019 from kochi(COK) to kuala lampur(KUL) then i want to travel to china there was a long waiting on KUL so i took a eVisa (eNTRI) there was a small mistake in that eNTRI Instead of zero i put "o" .. from airport i corrected that mistake and it updated.. i showed to the authority... But i cant able to take out the print out of corrected page... Due to that reason they will not allow me to enter the flight...
Iam a student.. they didint give me that consideration and icant able to flight to china.. I missed the other flights too...
I cant reach my destination. I have lost my all flights my attendance on class. There was a lot of lost due to this reason..
Please kindly consider my request for refund...

My sister and I were going to Mandalay Bay from SIM reap stopover in Bangkok then to Mandalay Bay but we were stopped because we did not have our Visas a but yet we have an email from a reputable tour guide in Burma who said we were able to go he sent it to us and it was a not not enough proof for the agent to let us go through they called the manager who could hardly speak English and he was no help he said no we had to buy another ticket to go to Bangkok even though we had a layover in Bangkok doesn't make sense we were left there to 11:45 p.m. we just walked awayAll they had to do was just change your ticket to Bangkok and leave us in Bangkok but he said no he did not want to be bothered with our emails or us and we're both in our fifties and sixties and he just left us there with nowhere to go

Please note that today I received a call message from dbs that visa card centre confirmed refund of dispute transaction rest on receiving bank.

Dear joe,
Spoken. Below are the details of the dispute transaction for your necessary actions, please.

For further details, the initail complaint made is copied below for your reference.
(to whom it may concerned,

I registered as member by using my initial and found that it took me a lot of time to rectify the irregularity when buying air ticket. Shortly afterward, I rectified the irregularity by updating my ^profile^. Things went smooth by using the apps to buy tickets directly or add-ons via expedia up to feb., 2019 when I used the apps to buy ticket from hkg to dmk. Terrible things happened for my trip from hkg to bki when the ticket popped up with my initial and refused me to make change. After I succeeded to check in online, I went to the check in counter on the flying day, the gentleman, mr. Carl mak, a passenger service, there told me my ticket did not match with my passport. Thus my ticket including all the add-ons were voided. I had no choice but to pay some hk$1, 378 (dbs (000): a card activity of hkd1378.00 occurred on your dbs compass visa (last 4 digits 9009) on 10/03/19. If it was not made by you, please call 22908888 press 3-1-8 for assistance. Thanks.) to buy a fresh ticket and 25kgs (dbs (000): a card activity of hkd200.00 occurred on your dbs compass visa (last 4 digits 9009) on 10/03/19. If it was not made by you, please call 22908888 press 3-1-8 for assistance. Thanks.) for return trip.
1~who dare maliciously change my profile.
2~my email box in relation to my previous records to deal with airasia tickets were deleted.
3~when I tried to open my email box ^trash^ folder, I found the itinerary for the trip in feb., 2019, suddenly the screen blinded several times, all the airasia tickets emails gone.

Should I not receive a reasonable result within 7 days from now, there leave no choice but to forward my case to consumer council and publicised my experience to the public. Report to the police is also an option.

Best regards,
Yu yee yat)

Best regards,
Yu yee yat
[protected]

— 2019年3月17日 週日，yy yu 寫道﹕

> 寄件人: yy yu
> 主旨: 回覆﹕ [protected] - name was maliciously changed [ ref:_00d7f2wjh._5002v2hmnlc:ref ]
> 收件人: "airasia support"
> 日期: 2019年3月17日, 星期日, 下午12:57
> dear avelina, customer happiness, airasia,
> ref:_00d7f2wjh._5002v2hmnlc:ref
>
> thanks for your prompt reply. It is a
> common sense that to rectify any dispute transaction is the
> right of receiving bank. Anyway your suggestion was tried at
> 10:04 hours today shortly after I landed from my return
> flight ak237. The staff of dbs compass visa told me the same
> that it cannot be the issuing bank to make any change to a
> completed transaction. My experience to deal with expedia
> was and is always happy. The cancelled booking will be
> refunded even when actual payment is not yet done. For your
> easy reference, the dispute itinerary reference code is
> x2c5xk which as you claimed you are able to view the booking
> details with exactly your details in it. Try to put your
> foot into my shoe and you will know the survey result. Feel
> free to talk.
>
> best regards,
> yu yee yat
> 17 march 2019
>
>
> —
> 2019年3月16日 週六，airasia
> support
> 寫道﹕
>
> 主旨: [protected] - name was
> maliciously changed [
> ref:_00d7f2wjh._5002v2hmnlc:ref ]
> 收件人: "[protected]@yahoo.com. Hk"
>
> 日期:
> 2019年3月16日, 星期六, 下午5:54
>
> dear yu yat,
>
> in response to your email for booking
> xlqdxb, please be informed that for
> invalid/unknown
> transaction charged to your account,
> please report this
> dispute charges to your issuing bank
> and they will liaise
> with airasia merchant bank in regards
> to your dispute as we
> are not able to do anything from this
> point as we are
> customer care department and we are
> only able to view the
> booking details with exactly your
> details in it.
>
> regarding to your member id, we
> apologize that we are unable to
> accommodate your request.
> kindly reach out to our askbig@airasiabig.com.
> they would happily assist you
> further.
>
> should you need further assistance,
> kindly contact us via our airasia
> customer support
> page.
>
> regards,
> avelina
> customer happiness
> airasia
> ref:_00d7f2wjh._5002v2hmnlc:ref
>

Very rude and unfriendly staff who have no courtesy. Had a very bad experience at the bengaluru airport. Was travelling with a friend and two kids. Was late to the gate as we were in the washroom. We missed our flight as we were not allowed to board. That's not my pain. My pain is the attitude and the mismanagement of The manager Athira kishore and her colleague. And the inconvenience they caused us. They were very rude and unfriendly. And did not guide us at all, rather they just walked out on us. With two kids we were cluelessly standing trying to get pass security and get to the other side to book tickets. They just abandoned us on the airport rather than guiding us out. We were running around the airport trying to find them with kids hanging around our neck as the security guy told us that one staff has to guide us out. Very pathetic behavior. We are not slaves or beggars to go around looking for them. It was their job to guide us out. They took our boarding pass as well and didn't give them back. The boarding pass were required at the security check with a staff and their signatures to get out.And when we complained on the feedback form about them. THEY LIED saying they offered us the next flight with no charges. Horrible horrible experience. Never taking this airline again. My friend has a special child who is 3 who can't even sit properly on his own. She had to carry him around running around the airport because of these ladies. This is very unethical behavior on the part of AirAsia. Very very disappointed. Where the world is moving forward in women safety AirAsia is going 10 steps backwards because of such people who left two women with kids on the airport on their own.

KIX to HNL flight cancelled. Will miss several meetings on July 1 as now I need to leave one day early due to cancellation. Fight rebooked to June 30. Cannot book later flight due to class I am teaching at the University of Hawaii starts on July 2.

https://www.sis.hawaii.edu/uhdad/avail.classes?i=MAN&t=201940&s=MGT

Locator number is HLV9QF. Request free upgrade to business seat due to change in my schedule, missing meetings and now extra cost of hotel for one additional night.

Thank you.

Stephen Z.

I boarded Air Asia airline from New Delhi to Kuala Lumpur on the 15th of March 2019 Flight numberD7183. I walked up to the plane and was not greeted but asked to show my boarding pass which is a standard procedure, I asked her where is my seat and she showed it to me which was a few steps away from the entrance. I sat on my seat D16(hot seat) next was a couple with a child who later requested to move to another seat, the same stewardess who was at the entrance came specifically to me and demanded to see my boarding pass with a rather peculiar manner, more of a high pitch tone, I asked if there was a problem, she insisted that I showed my pass to her.I showed and mentioned that it was humiliating and an embarrassment to me as she only wanted to see my pass, All other passengers were looking at me as though I sat on a hot seat instead of a normal seat.Perhaps I looked too shabby and dark-skinned Indian? I demanded that she ask for all other passengers of their boarding pass, she said she will but never did. I told her to move on and I sat on my seat. Her attitude was so humiliating and she was not a Malaysian but an Indon, why must Air Asia hire a foreigner when there are so many locally.? After these incident all other stewardess and stewards came one by one to see my face, looks like the said stewardess has mentioned my argument to the rest of the crew. Can you imagine how one would have felt, one by one coming to you and staring at your face?. I later requested another stewardess to see the chief stewardess or steward. A Chinese chief steward came to me and asked what was my problem, I related the entire incident and asked if racism was practised on board and why did she specifically targeted me, was it because I was an Indian and dark, shabbily dressed or if I could not afford a hot seat?
He acted very professionally and apologised on her behalf but I asked him not to do so but for her to apologise. He went to her but she refused to apologise, I demanded her full name, which is Putrei Ayu.
Here I demand that Dato Tony Fernandez to take strict disciplinary action and terminate her immediately and an apology would not solve the problem as I believe Air Asia has not trained her to respect every passenger of their race and color.

Disgusted Passenger

MORGAN

My flight is at 4.50 pm today and I arrived at 4.30pm at the departing gate, which is the exact time the gate is closed. Which means I still have time to be on board. But, the flight attendance didnt give permission and I was so upset cause I know I still have time. And the supposed time for the flight to fly is 4.50 but it flew at 4.40. At 4.40. Why is that so? Does air asia likes to game people, or are you guys like to fly not on time? Not at it supposed to be? And air asia doesnt want to change my ticket. Please improve your service. Thank you.

Flight berlepas sebelum waktu yg ditetapkan. Tiada pengumuman dibuat dan saya tak dapat tukar tiket. 13 orang terlepas flight macam tu je, ini ke cara air asia mengait keuntungan? Please improve your system airasia if not believe me your company will collapse after this. I hope your system will improve if u still love your customer, and also your stewardess was rude.

Hi
My booking reference was CU6J4N

I was on flight AK 6173 from AOR to JB with my 70 year mother on 10.3.19

We were supposed to depart from AOR at 4.50 pm but was delayed till 12.50 midnight

It was an obvious 8 hours delay and we have gone through a tiring long waiting at the airport. As the airport staff only advised us indicative flight departures past midnights, I have no choice but to bring my aged mother was was on suffering high blood pressure to a nearby hotel (TH Hotel) where we waited at the hotel lounge as it offers a more comfortable place to wait for her rather than in the airport. As a result I have to fork up unnecessary returned taxi fares and meals expenses.

Its very disappointing ordeal as Air Asia did not provide assistance in the form of hotel accommodation and only offered a cheap fried rice packet boxes to us.

I am demanding for a rightful compensation from your airline failing which I will bring this complain to MAVCOM which are now awaiting us to revert to them after receiving your reply

Regards

Mohamed Shariff Bin Mohamed
(H/P No: [protected])
email ; [protected]@yahoo.com

I had book tickets from BBI-KUL and KUL-SYD for myself and my husband.
I am a 65 year old lady with rheumatoid arthritis and my husband is 74. This was the first time we travelled in AirAsia. We had booked for wheelchair facility for both the flights.

Surprisingly, we haven't received assistance for the service that we had paid for. We have asked repeatedly to your staffs on the same and they said us someone will be assisting you on the way.
We had to walk all the way in both the airports with no service and help and have reached Sydney with swollen feet. Now I need to attend a Podiatrist immediately to get back to normal feet.
In case AirAsia cannot provide the facility, can you please remove the option from your website. I am very disappointed with your service and I don't think I can ever recommend people of my age to travel in AirAsia.

I'm traveling back from Cebu-Kuala Lumpur - Penang and this is what happened to my luggage. I only seen it or realized when I arrived at home. The handle of the luggage was missing. It's very hard to carry since there's no handle anymore to drag. The luggage can't be use next time. I'm very disappointed when I saw my luggage in that condition. I used it with care but in just a blink of an eye it become like that. My other luggage have some scratches but I still can accept it but this one it's really totally disappointing. Please assist.