AirAsia
reviews and complaints

I have paid all in full at early stage and yet my wife was denied access to Red lounge in KLIA2 in Kuala Lumpur and I was denied access to inflight entertainment. I was asked to pay another RM85 for my wife to enter the Red lounge in KLIA2.
Date: 14/11/19.
Booking number: UVDYNT.
Kuaal Lumpur to Sydney at 23:15pm.
My wife's name: Anna Yin Mui Yeung
My name: Kar Hing Lim
I would like to request full refund on the Red loung access in KLIA2 and my inflight entertament unit cost.
Thansk you.

I raised my complaint against my Pnr-RVLV6A, this was the booked ticket dated of 2nd may 2019, it has been almost 6months they haven't send my refund amount, they used to tell me the complaint is under progress you may receive in 1 or 2weeks, again after 1month I used to call them, they ask me to raise new refund request, how many times I have to do this complaints got fed up

I have a bad experience today with one of the airasia staff during check in. I was quite offended with the word the said staff told me because the said staff can rephrase the word to be less offensive but choose not to just because i am a malaysian. I also work in a service department so courtesy should be instilled in staffs working in this field.

My booking number is H544GH. I cancelled my flight due to emergency medical issue 3 days before the departure date. I have sent my refunding request and one of the customer service agent called Elaine Huang finally agreed my request after several harsh and critical medical documents submission on 28th October 2019. However, I received an auto-generated email from Airasia that informed me the case has been closed without paying me the refund on 5th November 2019, this is ridiculously and killing my patience. I will make a formal complaint to FOMCA about this incident. Very unpleasant and disappointing experience!

In The Philippines, at least, AirAsia seems to have a scam going where they charge as much or more than the ticket itself for a piece of checked luggage.

There are two ways to get reasonable rates: Declare when you get the ticket, or show up FOUR HOURS early.

At least one vendor who I sometimes use (Traveloka) sells AirAsia tickets, but the selection for baggage is greyed out...you're on your way into the trap. Whether Traveloka and AirAsia collude on this I do not know, but Traveloka certainly does nothing to warn the victim of the danger.

Having been burnt once, I did use Traveloka again (only because they are customers of coins.ph, ) I intended to get a hold of AirAsia and declare a checked bag for my confirmation number before the 4 hour trap snapped shut. When I called, the number taken from the front page of their web site was not in service.

When I checked my bag (for another 2400 peso fee) the agent admitted that the phone number on their web site is bogus. He didn't admit that it was deliberate, but it's kind of not rocket science to fix a 'problem' on a web site. Logic indicates that the bogus support number is not a bug but rather a feature.

All tolled, I'm out something like 4500 peso to this scam. That's like ninety 50 peso tips to people on the street and 90 potential extra servings of meat to families of working people. Instead it is going to corrupt slimeballs who rake in millions already by hatching shady plans and giving them the OK from their glass enclosed corporate board-rooms.

In my opinion, if someone gets fooled by deceptive practices by shady operators like AirAsia, that's kind of in part the victim's fault to a degree. It's fraud and it sucks, but that's life. If, on the other hand, active measures are taken to entrap victims such as presenting bogus 'support' numbers, it moves into the robbery/racketeering level.

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11/14/19 last incident. Number on web site as of that date. See if anyone can figure out the right place to add the right digit in order for an error message to be avoided.

Desired Resolution:

Some internal whistle-blower and/or Traveloka (or former Traveloka) and/or some former regulator people provide info proving conspiracy/collusion and AirAsia is forced to dis-gorge ill-begotten gains from their scummy and shady business practices. Regulatory agencies in The Philippines threaten them with pain of various types if they don't make a significant and transparent settlement which is used for a good cause for the betterment of the country.

Dear sir:

I have booked a flight schedule for Maldives trip, booking number is QZFLFJ. I also use my points to purchase this trip. However, my husband found out that the payment didn't go through from his bank.

No matter how many times we tried to pay again, the system didn't response. I also realized that the customer robot service had zero function to deal with my trouble.

Could you please assist me about this problem? Alternatively, can we change our distinction and also use my point please?

Regards,

Chuan Hsiu Lu

I was en route with 13 other friends on flight AK73- MALE to Kuala Lumpur on 12th Nov. I had never in my encounter with Airasia, with such worrying behaviour and i would like to raise my concern. There is this one (1) cabin crew that i felt absolutely astonished most of the first few row of passenger (hot seat row) . Here is my encounter:

1.We can apparently hear her complain and lamenting on passengers with other cabin crew (the 5th row can still hear them) thats how clear.. We understand her job is not easy.. but really keep it to you and your team mates.. we are stressed out too.. trying to rest on a flight.

2. This cabin crew is complaining on other cabin crew and at same time making annoying facial expression (prior take off) We felt sorry as it gave us a real insight of how the team work so badly..

3. She speaks very unprofessional english- that's is still ok.. till she occasional
blurted out some annoying languages more like some cliche in dialect

We are not fussy travelers, but as we travel often on the carrier.. i just can't help to leave a note here.. as i believe- the code of ethical as cabin crew should be at least -having good mannerism and professional composure.

Regards,
Maxim

i flew on air asia QZ8298 on nov 11, 2019. at check point, your female staff forbade me to bring tennis racquet on plane and she forced me to buy a checked in baggage or destroyed the racquet. on ak 365 from kos to kul, i took it to cabin and it was ok.

look at TSA allowance on tennis racquet.

please refund my myr 115. i am extremely dissatisfied with your policy !

other airliners are permissive. i carry tennis racquets anywhere on airline cabin in the usa if you think the usa is not more concerned about security reasons more than you.

passenger name : qz 8298 kul to sub

The original Air Asia flight was booked from Kolkata to Pune which Air Asia changed to make it via Bengluru. Flight date 2nd Nov 7.35 Pm from Kolkata to Bengluru and 3 Nov 00.25 AM Bengluru to Pune.
Flight No I5 1424

Out of 3 Bags checked in one Bag did not reach to Pune for which PIr was raised at Airport and it was provided next day and Home address.
For rest 2 bag received both were damaged badly and while reporting to Air Asia Counter at Pune airport we were told to do online via Air asia Chat with Ava.
Hell! trying ever since and still not able to lodge a complaint.

One of the bag was brand new and was used first time in travel, completely disappointed to see the way luggage handled.

PNR - IT8HHZ
PNR- ZUPLFZ

Mb - [protected]
Mail- pankaj.[protected]@gmail.com

To my surprise I found that a six footer plus cannot travel Air Asia. The space is so small between rows that your legs get stuck and fixed and becomes a health issue especially for long flights.

But to my bigger dismay I found that the Air Asia flight attendants do not at all care or are concerned about passenger comfort or health issues.

I was told by the head stewardess that I would be offloaded the plane simply because I wanted to sit in an empty broader seat at row 12. Even my offer to pay extra for the seat was flatly refused.

My flight was AK063 from Kuala Lumpur on 30 Oct 2019. My seat allotted was at row 10 but finding four empty seats in row 12, I occupied one of them. At the check-in I was told that the system would not allow change of allotted seats even an upgrade.

Totally an unhumane and even unprofessional behaviour. May be there is a racism issue against Indians.

I booked return tickets for 2 pax for travel by Air Asia from Bangalore to Bhubhaneswar and return. My PNR is WSYFPW. Onward travel was for 12/12 2018 and return for 15/12/2018

As we could not travel due to unforeseen circumstances, I had cancelled the tickets for both pax

However, I was refunded only Rs 1710/- deducting a spoilage of Rs 6886 for the return leg. I think this levy of 'spoilage' is totally incorrect as it involves no mistake from my side. I am entitled for this refund.

Hence I request you to release the 'spoilage fee' retained by you IMMEDIATELY without any further delay.

Anticipating your positive response ASAP

My email id is: [protected]@hotmail.com and mobile no is: [protected]

Regards
S Chandrasekaran

It is the worst flight ever. They will charge you even if you are having few grams extra. But they are not responsible for delay in flights. Very rude and mannerless staff.
More than worst. They don't have any manners nothing. Behaving like passengers are traveling at free tickets and they are paying for passengers. I don't want to go with this flight again.
It's my request to air Asia management to change their staff and also make the flights on time. Otherwise it will be closed soon.

I'm 1st time to buy it the airasia flight and meets the bad experience, is a nightmare.I lost the wallet on the flight, the flight is hasn;t landing.I had inform to flight attendant and requirements to report to police, bescause i can confirm it someone had pick it up my wallet on flight.I still had buy the drink from the flight attendant.But i get it the asnwer is the there are not permissions to report to police search the passengers, i get it this responde from captain.Ok, there just only let the pessenger easily to leave it the flight, after that just make a simple report.And them is rushing to off the duty.That is the Airasia service.

We paid $120AUD for an "upgrade" that was not an upgrade.

When checking in our bags for our flight home to Brisbane, both my partner and myself explained we needed to sleep, and asked for an upgrade. We paid for something we were assured would be better. This was only for the Bangkok to Brisbane leg of the journey.

Upon boarding in Bangkok, we realised we were no longer in the Quiet Zone (our original seats being 10J & 10K), and asked to go back to the Quiet Zone. We produced our receipt of payment for this "upgrade" and said we would like to be back there, and would ask for a refund upon our arrival home. We were told to wait so the flight attendant may enquire. Three times I asked if we could move back to the Quiet Zone. This did not happen. The Flight Attendant did not return our receipt either.

Another point to note is that a gentleman sitting in the Hot Seat (next to us), also asked to go to the Quiet Zone. Ironically, he paid $30AUD to move there, when we had unknowingly paid $120AUD to move from there… supposedly for an upgrade!

This apparent charging people to upgrade is not consistent. We were charged $120 to move OUT OF THE QUIET ZONE and into "better seats", when our neighbour in the so-called better seats, paid $30 to move TO our original choice of seats.

We have requested a refund of $120AUD for this upgrade and instead have been paid a credit. While considering this as an option, our apparent 7 days to act upon this offer has expired.

All we are asking is a refund for an upgrade that was very obviously NOT an upgrade. (This proven by the man sitting in the seat next to us, paying to be "upgraded")
This refund is $120AUD

I booked my flight ticket via cleartrip on 24th Oct for 25th Oct Del-Kolkata. I haven't received any PDF ticket via email. I called air Asia helpline after an hour I got connected to an executive. Even after my several request she didn't email me the ticket and as I was already a bit late and due to I was not having email ticket I got stuck at the security point and as I result I had to missed my flight and the staff of air asia (komal Suri) was very rude and not willing to help me. So there fore I want to clear that it was my fault that I reached at airport half an hour before my flight (I agreed I was late due to traffic) but as I didn't received the email ticket I had to missed my flight. Air Asia is also equally responsible for my loss they should compensate the same.

I have bought 25kg baggage. When I self check in the first baggage, the machine show error. This machinr shows that the baggage weight is 5.6kg. after the staff help us with the machine, the first baggage successfully enters the machine. BUT when I check in the second baggage, which is 12.6kg, the machine shows that I have over weight. We call the staff again to verify the error. They told me that he first baggage check in is 13kg! The staff with unfriendly attitude said that you have two choice, one is to collect the baggage at arrival hall which will take one hour, other one is to buy extra 15kg luggage. This is very unreasonable solution! I am very unhappy with elthe attitude of the staff and the solution she provides to me.

My goodness ! How come Airasia got this kind of stuff? The behaviour, the attitude and the way she speak to a passenger... and even another passenger too.

事情是这样的， 差不多飞机要landed时，我就去后面的厕所，但是发现后面没有厕所。 我就走到最前面的厕所，也有一个passenger在我前面等了很久。于是我就问这个空姐。
她的回答： sorry, the toilet is closed. Cannot be use. And please go for your seat. （态度是非常 非常差）
我：如果很及呢？就不能捅一捅吗？
她： （不回答，也当我存在）
我： hello， 有听到吗？
她： 你们回去坐 没得上了 会听吗？（就骂了我和另一个passenger）

然后我就录了她 然后要给她, 她还回来录回我！
TMD！ 什么空姐来的？ 晕！

Me and my friend had to take a flight from KLIA2 to Taipei on Sunday 20th October. (Flight details: nº AirAsia X D7 376; from KUL to TPE; departure from Kuala Lumpur at 17:40h - arrival to Taipei at 22:25h).
(Booking details: name: Adriana Oscoz Virto; Passport nº: PAJ744249; PNR: XZ44QM)

We arrived at the airport by taxi from the city centre. Due to very big traffic issues we arrived to the airport (KLIA2) at 16:15h is not sooner.

As soon as we arrived, we proceeded to go to the auto check in machines, as that it was what a staff lady told us to do because although we tried to do the check in online, it didn't let us to do so. Due to the long queues there, we waited for a long time for an auto check in machine to be free, we tried to do the check in there, but it reported a problem and it didn't allow us to.
So, after that, we proceeded to the counter, again with queues. They didn't let us go first and no-one was helping us. The queues were long, and formed due to poor organisational issues, (people opening their luggage everywhere and taking a long time). It was all a mess and there were not many operating counters.
Finally, we got to the front, being now 16:50h more or less, and the staff woman in the counter says that we couldn't check in! She argued that the system was closed already! She was not helpful at all, and overall, she was very rude to us. Didn't say anything helpful, only saying that it was our fault in a bad manner, like looking at us with superiority instead of what she should do, that is offer us help or a suggestion. We were very disappointed with the treatment we received from the Air Asia staff.

Above all, no-one told us that the check-in system closes one hour previous to the flight departure time. We didn't book the flight from the Air Aisia web page, but from another one (which is a completely normal thing to do). And we didn't get any notice of information about that! It is your responsibility to make sure all the passenger taking a flight with your company get all the complete information.

After speaking with 4 different service counters, they told us that was impossible for us to get into our flight, and that we have to buy a new one! Next available flight to Taiwan was next morning (Monday 21st October) at 7:30am. So, we ended up staying the whole night at the airport and spending again a big amount of money in the second flight. Adding to this, we had to be on Monday morning in Taiwan because of multiple appointments, and we had to delay everything due to this problem. And it costed us even more. Which we still believe it is not our fault.
Moreover, as we were waiting at the service counters, we noticed that we were not the only ones with the same issue. This shows you poor and vague organization and communication of the information.

We strongly believe we were not at all informed correctly and that it is not our fault. That is why we demand a refund for all the damage caused. At least from the first ticket price that we didn't get in (85€). Moreover, we are also very disappointed with the AirAsia staff in the counter. They were very rude to us, and that is not a way to treat customers.

I will wait for a reply and hope you take the case seriously.

Thank you.

Adriana Oscoz.

Good afternoon,

My name is Natalia Valencia Abaigar (passport number XDD301612) and I booked along with a friend a flight with AirAsia scheduled for yesterday, 20 of October of 2019 at 17:40h from Kuala Lumpur International Airport T2 to Tayouan International Airport T1 (arriving at 22:15h) with booking reference D7376.

Yesterday we arrived to the Kuala Lumpur airport at around 16:15 the latest, with enough time to do the check in (one hour and a half before the flight). The problem is that when we arrived the staff told us to go to one of the machines of the self-check which had a long queue and after trying to do it it would not allow us to do it. After explaining this to the staff, she told us to wait in line for the check in at the counter. The AirAsia staff was insufficient (as there were many people waiting on the line and few workers) and very inefficient (slow). When it was our turn to do the check in (more than half an hour passed as we were waiting in line for our turn, it was around 16:50 when we got to the counter) the counter staff told us that it was too late for us to do the check in as they closed the system one hour before the flight. She was very rude and not helpful at all: she just told us to book another flight without even trying to find an alternative or a solution and sent us to the customer service counter. We explained the situation to the staff in the service counter because we still had 40 minutes to catch the flight but nobody helped us and said there was nothing they could do. At the end we missed our flight just because of the bad organisation of the AirAsia staff. We had to spend a lot of money on a new flight the next morning (7:30am) and spent the afternoon and the whole night stuck at the airport.

I am incredibly dissapointed with the company and with the way things were handled. I was not informed in any moment that the check in was not possible one hour before the flight. We were not the only ones with this issue so I think it is a problem of AirAsia as it is not taking care of informing the customers properly. I had many appointments the next day and I had to postpone every one of them which was even more costly to me. This is the reason why I demand a full refund of the ticket price (84.56€) because I did not get in that plane and I believe it is not my fault.
I attach some information of the flight as well as the price for you to see,

I hope you can help me and thank you for reading my complaint
Natalia Valencia

Hi
I was travelling Manila to panglao on your airline in September this year with my wife, all was well travelling to panglao but returning from panglao on 18 September there was an issue or mistake regards my luggage, not sure who has made the error as we travelled with luggage but return did not state luggage at check in desk, your assistant was so very rude to me and my wife and charged me in excess 6500 pesos to have baggage brought with us
I tried patiently with your assistant so we could sort out this error but she was no help at all and as I say very rude, she chose to ignore me and continue with her works
I travel all the time through phillipines with Cathay Pacific and phillipines airways and decided to give yourselves a try as your fair is competitive, I have never been treated so badly or felt so angry in all the years I have been flying
Can you please contact me regards this as I would like to resolve and put this matter behind me and move on
Thanks
Kind regards
Kevin Long