AirAsia
reviews and complaints

Him AirAsia customer service team
Please find the attached copy of itinerary along with this email. I am writing this email to put your attention to the problems that I have faced while traveling with airasia to Malaysia. I had booked a wheelchair to one of the passenger as you can see in the ticket booking no RQU8TZdt 27/11/2018.She was provided wheel chair from cochin international airport and unfortunately when we arrived in Malaysia the crew has refused to provide wheel chair for her and we have raised our health and safety concerns as she has a recent knee operation and she can't walk her own. With more than 15 minutes conversation with the airasia ground staff, they still has refused our request. I request the management to take action to whoever has involved in this incident. This is a huge health and safety issue and we have already payed for. Wheelchair assistance and customer service from ground staff was pathetic. Hope this type of incidents won't happen again
Kind regards
Joseph PF
Pattettu house, SRA-66
Nalanchira
Tvpm-15
Phone-[protected]

AK 5135 BKI-KUL Dep: 05:25 May 01 2019. Seating: Pax 1 14A (emergency exit row) Pax 2 14C. 14 B occupied by a very drunk young man. Alerted cabin crew to the fact that as this is an exit row and they have been told about the very drunk young man that they have a 'duty of care' and 2 options, either remove him from the flight entirely or re-seat trade with another pax. I was met with blank stares and questions of why he needs to be moved. This is very concerning to me as I, now retired, was a flight attendant for 25 years. So I explained that it was basically illegal to have someone sitting in an emergency exit seat that is incapable of handling the emergency procedures (EP's). I was basically ignored and the situation was put in the "too hard basket".
This is a breach of air safety regulations and the crew needs to be either disciplined or re-trained. It will be difficult for me to fly with Air Asia in the future which is unfortunate as they have a good schedule from PER to KUL.
PNR for reference: P3KIPR Cunningham, J. Response please via email.

On 22 April flight from Penang to Kuala Lumpur.Was their before hand but the line for online check was slow and long.After a while went to counter to check their but ask as to pay for check in service.We went back to do it ourselves but by the time we did it didn't accept.Than went to check in counter and had to pay.Its not fair if their is so many people checking in and it takes time and rest of us has to pay.

I would like to compliment the customer service agents, Poon Xiao Yan (Jessica) GTR 2836 and Maaruf AAX2920 as well as their supervisor although I did not get his name. Air Asia departed late out of Colombo which caused me to miss my connecting flight from KL to Pattaya. Thanks to these three, this problem was easily resolved and they got me on the next available flight for only a small difference in price. Also, they approved me to sit in an Exit row since it was a full flight and those were the only seats left. They were quick, and very professional and saved my trip. Kudos to them and I hope to see their friendly faces again someday.

To whom it may concern

I am very sorry to write a formal complaining email about the last week service of your company which is unreasonable and irresponsible.

As the Gate change without providing any announcement which the gate had been changed from Gate 14 to Gate 8. I was intending to go back to Ipoh from Singapore on 26 April which was Friday morning flight.

Unfortunately, I never heard any announcement yet when I was waiting at the Gate 14 until 11:30 which was the time for taking off.

I am disappointed of the service because the staff never make sure all the passéngers are onboard and the staff was giving a very irresponsible response when I asked them why there is no announcement for the gate number change.

I hope I can get a good response on this matter.

Shown as below flight detail information:
Passenger Name ： Wong Look Lin
Booking Number: MVEYGQ
Date of depart : 26 APRIL 2019, 11:40AM
Depart : SIN
Arrive : IPH
Flight No: AK1310

I have provided my contact details with this letter so that if you want to talk to me or discuss the matter directly, we can talk on phone or meet in person.

Name : Wong Look Lin, Alice
H/P : +65 [protected]
Email : [protected]@gmail.com

Flight Z2-692 bound to Manila last 21 of April 2019 was delayed for more than 3 hours. Flight was supposed to be at 14:15 but flew 18:30. I have missed my connecting flight. I blame Air Asia and demand they refund the ticket of my connecting flight. As we as passengers take your services with the promise of of being brought on time to the place where we want to be. We have been told that delay would be just 30 mins and then nothing else. If we didn't go to the staff and ask they will not disclose that flight is actually delayed for HOURS?! Money is a big issue as they don't just fall from trees. It is a grave injustice as well when staff prove to be unhelpful. They would tell us the reason of the delay but offers NO SOLUTION AT ALL. Please help me. Refund my ticket!

Im having a flight of AK6322 from KLIA2 to Langkawi, the breakfast service is terrible. I feel dissapoint. The attitude of flight attendant is bad. I wanted to change my meal because my seat is change from my family's seat.

They are not kindly to change the food to the seat, and we have to change by ourself.
The service is bad, the flight attendant giving not happy feeling faces for me.

The side snack they just give last minute when the flight is about landing.

I would like to lodge a complain about my OPENED LUGGAGE. Im flying to KUALA LUMPUR from Brunei on 26th April arriving at KL around 11.50am. My luggage is purple in colour. When I took my bag, I found that my lock (manga in malay) is gone and the front zip is all open. Also, the compartment where I put my cloths, the zip is loose from the luggage lock. Luckily, nothing was stolen (no valuable stuffs also). This is unacceptable regardless.

on 25th April 2019, at around 12.45 to 13.00, self-service kiosk at KKIA (Kota kinabalu) couldn't be used due to system down.Tried to seek help from one staff named DARYL HENRY, but he's so impatient to listen to my problems.When I tried to ask further, he got very rude & kept repeating that he'd answered my question and that I didn't listen to him properly.I requsested him to be more courteous & patient, his attitude became worse.I got his name from his name tag.Action should be taken by AirAsia.He didn't allow me to take photo of his name tag.

Sequences of actions happened during our flight from chennai on 20th April 2019 at 8.15 am :

1 . I was travelling with My 5 friends to Kuala Lumpur. I have received a valid Visa Document form Malaysian government website. So I was travelling with flight AK-10 from chennai To kuala lumpur with PNR - KNYYJL on 20th April 2019 at 8.15 am.
2. After successful security check and baggage checkin, they denied giving me the boarding pass as there was no middle name in Visa document they said.
3. As per Malaysian government, once the eNTRI visa is approved it does not require the travel review as it is issued automatically if you meet Visa requirement.
4. Air asia staff at Chennai stopped us from boarding the flight without giving any valid proof and started arguing and misbehaving with us. Also one of them took a boarding pass from me and tore it right in front of us. Which I think not bearable.
5. I asked proof from them regarding the issue but they didn't show any proof. Also denied to let us meet to manager.
6. As per Malaysian Visa Website and immigration, there are only 2 fields Given Name and Surname, No middle name field .It is clearly mentioned that only Given Name is mandatory field and surname field is also optional .In my visa document it is Aishwarya Patil and in my passport it is Aishwarya Devidas Patil.
7. As per Malaysian Visa Guidelines, it does not matter if we didn't put surname also as it is optional field so clearly it doesn't pacify their reason from entering in flight which they have given in writing that Name mismatch is the issue.
8. All of 6 people were not allowed to enter the flight for the same reason.They treated us like a criminals and used abusive and disturbing language to female in our group .
9. Immigration officer clearly verified again by checking the visa and passport documents and told documents and name are totally verified successful, told air asia staff that hold the flight and allow us to enter .But after some time, they again came with same foolish reasons for mismatch documents .
10. After continuous misbehaviour from air asia staff we missed our flight to Kuala Lumpur. Due to which our 7 day holiday accommodation + return ticket money wasted because of such irresponsible behaviour.
11. We have suffered a mental torture around 7 hours but still nothing has been done from AirAsia staff. I asked for rescheduling a new flight even on next day but there Manager Ravi was asking for 24000/- more per person.
I want a refund of our all expenses which includes both sides tickets+ hotel accommodation for 7 days which is upto 1 Lakh .

As of now you can open the sits for incoming flight from Kuala Lumpur to Hyderabad flight no: AK67, PNR: STWN5D and also for flight for Hyderabad to pune having no : 6E241 and PNR: KLS9PH and give me full refund under special and critical circumstances.

Also I am expecting refund of my whole amount in 7 days to avoid severe legal actions. Expecting your urgent reply on this. PFA the documents which can prove our claims to be right

Thanks,
Aishwarya Patil

Mobile Number : +91-[protected]
Emai id - [protected]@gmail.com

Sequences of actions happened during our flight from chennai on 20th january at 8.15 am :

1. I was travelling with my 5 friends to kuala lumpur. I have received a valid visa document form malaysian government website. So I was travelling with flight ak-10 from chennai to kuala lumpur with pnr - pzhsrq on 20th april 2019 at 8.15 am.
2. After successful security check and baggage checkin, they denied giving me the boarding pass as there was no middle name in visa document they said.
3. As per malaysian government, once the entri visa is approved it does not require the travel review as it is issued automatically if you meet visa requirement.
4. Air asia staff at chennai stopped us from boarding the flight without giving any valid proof and started arguing and misbehaving with female companions of ours. Also one of them took a boarding pass from one of my female friend and tore it right in front of us.
4. As per malaysian visa website and immigration, there are only 2 fields given name and surname, no middle name field. It is clearly mentioned that only given name is mandatory field and surname field is also optional.in my visa document it is yogesh patil and in my passport it is yogesh jagdish patil.
5. As per malaysian visa guidelines, it does not matter if we didn't put surname also as it is optional field so clearly it doesn't pacify their reason from entering in flight which they have given in writing that name mismatch is the issue.
6. All of 6 people were not allowed to enter the flight for the same reason. They treated us like a criminals and used abusive and disturbing language to female in our group.
7. Immigration officer clearly verified again by checking the visa and passport documents and told documents and name are totally verified successful, told air asia staff that hold the flight and allow us to enter. But after some time, they again came with same foolish reasons for mismatch documents.
8. After continuous misbehaviour from air asia staff we missed our flight to kuala lumpur. Due to which our 7 day holiday accommodation + return ticket money wasted because of such irresponsible behaviour.
9. We have suffered a mental torture around 7 hours but still nothing has been done from airasia staff. I asked for rescheduling a new flight even on next day but there manager ravi was asking for 24000/- more. I want a refund of our all expenses which includes both sides tickets+ hotel accommodation for 7 days which is upto 1 lakh.

As of now you can open the sits for incoming flight from kuala lumpur to hyderabad flight no: ak67, pnr: bniryi and give me full refund under special and critical circumstances.

Also I am expecting refund of my whole amount in 7 days to avoid severe legal actions. Expecting your urgent reply on this. Pfa the documents which can prove our claims to be right

Thanks,
Yogesh patil

Mobile number : +91-[protected]
Emai id - patil. Yogesh. [protected]@gmail.com

Name - PRAJAKTA BAGADE
Flight - Chennai to Kailash Lumpur AK-10
Date - 29th April 2019 @8:15 am

Sequences of actions happened during my flight from Chennai to kaula Lumpur on 20th April 19 at 8.15 am :

1. I was travelling with my 6 friends to Kuala Lumpur, got a Boarding Pass after successful verification at the AirAsia Desk for a flight AK-10 from Chennai To kuala Lumpur with PNR - AWMV6C on 20th April 2019 at 8.15 am.
2. After successful immigration check and security check, we were waiting for the flight.
3. Then, all of sudden AirAsia staff stopped us from entering in flight by giving false reason of missing middle name on visa document.
4. As per Malaysian Visa Website and Immigration, there are only 2 fields Given Name and Surname, No middle name field. It is clearly mentioned that only Given Name is mandatory field and surname field is totally optional. As per that I have applied for visa & got visa confirmation mail after payment. In my visa document my name is PRAJAKTA BAGADE and in my passport my name is PRAJAKTA KISHORE BAGADE.
5. As per Malaysian Visa Guidelines, it does not matter if we didn't put surname, also as it is optional field. so clearly it doesn't pacify offboard flight or invalid case.
6. All of 6 people were not allowed to enter the flight for the same reason.They treated us like a criminals and used abusive and disturbing language to female in our group .
7. Immigration officer verified again visa and passport documents & said no problem from our end. Immigration officer told AirAsia staff to hold the flight and allow us to board flight. But after some time, they again came with same foolish reasons for mismatch documents.
8. After continuous misbehaviour from airasia staff, we have missed our flight to Kuala lumpur. Due to which our 7 days holiday accommodation + return ticket from same AirAsia flight. Our money wasted because of such irresponsible behaviour.
9. We have suffered through a mental torture around 7 hours from AirAsia staff. We want a refund of all expenses which includes both sides tickets + hotel accommodation of 7 days which is upto 1 Lakh.

I am kindly requesting you refund my whole amount in 7 days to avoid severe legal actions from our end. Expecting your urgent reply on this. PFA the documents which can prove our claims to be right.

Thanks,
Prajakta Shirode

Mobile Number - [protected]
Emai id - [protected]@gmail.com

Sequences of actions happened during our flight from chennai on 20th April 2019 at 8.15 am :

1 . I was travelling with My 6 friends to Kuala Lumpur, got a Boarding Pass after successful verification at the Air Asia Desk for a flight AK-10 from chennai To kuala lumpur with PNR PZHSRQ - on 20th April 2019 at 8.15 am.
2. After successful immigration check and security check, we were waiting for the flight.
3. Then, Air Asia staff stopped us from entering in flight by giving false reason of missing middle name in the visa document.
4. As per Malaysian Visa Website and immigration, there are only 2 fields Given Name and Surname, No middle name field .It is clearly mentioned that only Given Name is mandatory field and surname field is also optional .In my visa document it is Najuka Patil and in my passport it is Najuka Suryabhan Patil .
5. As per Malaysian Visa Guidelines, it does not matter if we didn't put surname also as it is optional field so clearly it doesn't pacify their reason from entering in flight.
6. All of 6 people were not allowed to enter the flight for the same reason.They treated us like a criminals and used abusive and disturbing language to female in our group .
7. Immigration officer clearly verified again by checking the visa and passport documents and told documents and name are totally verified successful, told air asia staff that hold the flight and allow us to enter .But after some time, they again came with same foolish reasons for mismatch documents .
8. After continuous misbehaviour from air asia staff we missed our flight to Kuala lumpur . Due to which our 7 day holiday accommodation + return ticket money wasted because of such irresponsible behaviour.
9. We have suffered a mental torture around 7 hours but still nothing has been done from AirAsia staff .We want a refund of our all expenses which includes both sides tickets+ hotel accommodation for 7 days which is upto 1 Lakh .

I am kindly requesting you to refund my whole amount in 7 days to avoid severe legal actions .Expecting your urgent reply on this. PFA the documents which can prove our claims to be right.

Thanks,
Najuka Patil

Mob Number -[protected]
Emai id [protected]@gmail.com

Dear support team,

We were travelling from Langkawi to Kaulalampur on 14 March 2019, we boarded successfully and handed over pur baggage to the team safely with out any damage. But when we deboarded at Kaulalampur got damaged baggage. Kindly find attachment.
After collecting the our baggage we informed to airport customer care team but did not get any support or help even they were trying to avoid out complaint. They were acting like it happens if baggage is damage so that is the big deal.I don't know if this is the behavior the shows to customers.

We opted Airasia as were in impression its the best flight to travel but all in vain.

Kindly consider this mail as important as you can take. Looking for your response.

Dear Air Asia,

I bought a ticket from Jakarta to Penang on Friday night immediately after i learned that my sister will go through surgery on Penang on Tuesday.

Since we are not obligated to fill in Passport data and valid date, and i searched flight in a rush, I bought the ticket without knowing that my passport will be expired within 2 months.

When i notice, it is already too late. I can't cancel or refund the flight.

Fill in passport data is a basic practice for booking international flight and although you have put it on your Terms & Agreement (which supposed to be about payment terms) ... you made booking system that most likely will lead people/user to make similar mistake like me.

Please make improvement on that and add passport data fill in for booking international flight.

I had a flight booked from Bangalore to Bhubaneswar from Bangalore to Bhubaneswar at 3.50 PM. I had my wife and parents traveling along with me.

When I arrived at the airport, I was told that my flight has been cancelled due to summer. One of the AirAsia representative told me that I was contacted via both phone and email on 10th April to inform about the flight cancellation. But I never received a call when I was in USA on 10th April neither I received an email.According to them, my phone number was incorrect and everyone except us had been contacted and nobody had any issue.After lot of arguments, he said he can only book for a flight next day but cant do anything about food and accommodations. When I insisted, he said he will talk to his manager and left and never came back. So I had to talk to another Air Asia rep, who said we only contacted you via call and you didn't pickup. They have never contacted me via email. After lot of discussion ultimately I gave up and agreed to just take the flight next day. So I had to go to their sales counter again to get the new tickets. And guess what, I found another family who had the same issue. They were not contacted via email too. If we are travelling from outside India, is it not the airlines responsibility to inform us using all possible channels. In this whole process, I wasted a day of my vacation, I had to book another hotel on my own money and I had to pay 2 rooms charge from my pocket. I had to book cabs to go to hotel from my own money. There was a cab waiting in Bhubaneswar Airport which charged me another night for waiting. And I had to cancel a pooja which was scheduled for next day.

This is really bad customer service. And I am sad that I was not even provided accommodations. I was already tired of the journey and this made my life more difficult.
I would like to ask for the full refund of my trip which would balance all the money I spent on additional stuff. Following are my flight details.

BLR

BANGALORE

2h 0m

BBI

BHUBANESHWAR

15:50 hrs, 18 Apr

Kempegowda International Airport

View on Map

17:50 hrs, 18 Apr

Biju Patnaik Airport

View on Map

Economy

PASSENGER(S) PNR
1. Sanjiv Meher, Adult Q3D9HE
Q3D9HE
2. Barsha Meher, Adult Q3D9HE
Q3D9HE
3. Tapaneswar Meher, Adult Q3D9HE
Q3D9HE
4. Pratima Meher, Adult Q3D9HE
Q3D9HE

We took a connecting flight from Macau to Hyderabad via Kuala Lumpur on 20 April, 2019 AirAsia and my PNR # is CSCDNT. The flight AK189 from Macau got delayed by 3hrs and when I reached Kuala Lumpur, other flight AK67 already had departed. Transfer desk suggests next flight is at 21 April, 2019 at 21:40. No accommodation given till now, no other alternative arrangements as well. Couldn't sleep whole night, roaming around airport lobby. This has been ridiculously inconvenient beyond limits. Need resolution ASAP on this and refunds.

I would like to complaint your delayed flight. Supposed it should 4.30pm but delay to 6.40pm. And not only delay but its totally not ontime.

And even your flight was not manageable. The seating place was dirty. Still left used cup and tissues from the previous passenger.

The flight are from Kuching to Kuala Lumpur. I had facing so many times flight delay. But this time more worst. Need to delay about 2 hrs.

I hereby complaining on bad airasia services and bad airasia staff during my flying experience from JB to Kl. With the hot weather @ 40 Celsius and my little 9 month old baby is sick, I have requested the ground staff whether I could board 1st but being refused with bad attitude. I prompted a question to her that is this the Airasia way of showing no courtesy to its customer? Surprise response from her is yes! I will complaint not only to u but to the board that is rating u continuosly winning the airline award. You have shown no standard in training your team on your sop towards customer service.

First time booking with Air Asia. Started badly when we could not book online with you because your on line booking service failed us even though on 3 occasions we tried and filled out info only to get to the end and not be able to complete confirm and pay. We preserved by booking through trip.com and booked our flights. From when we booked which was 4 months out from our trip we received 5 changes. The last change came in to us at 2 am in the morning the day of the delay. We effectively missed a day of our holiday plus more annoyingly had to pay 2 nights accommodation of which we could not be there due to your changes constant updates of changes. As I write this I am in KL airport with another change for my connecting flight to Phuket. Constant delays this is my first and possibly my last experience with you. We will try scoot next time if we go cheap could not be worse than Air Asia. Get your act together Air Asia as this is dismal and unacceptable. Flight was leaving from Gold Coast to KL ( oh by the way GC Boykin told us you had not been flying out from GC on a Wednesday for the last 3 weeks of which our booking was for) but you only let us know 24 hrs prior. Shame shame shame