AirAsia
reviews and complaints

Flight : Ak 9340
Kul - Kchg
3 June 2019

Saya Ada membuat pesanan awal makanan sebelum.berlepas Di Dalam talian iaitu nasi lemak Pak nassir. Cabin crew mula2 memberitahu saya meminta saya menunggu sebntar utk menghantar makanan. Selepas 30 mnt makanan data Masih Belum sampai. Saya memanggil cabin crew Dan bertanya mengenai pesanan saya. Dia mengatakan Yang nasi lemak Tiada buat masa ITU, sedangkan mereka tidak memberitahu awal Yang nasi lemak yg saya order tiada. Dan tanpa meminta maaf mereka meminta saya utk tukar menu. Ok, saya akur. Saya menunggu 10 minit sehingga kapal terbang ingin mendarat! Tiada langsung meminta maaf ! Cabin crew pihak anda sangat tidak professional! Ego! Cabin crew Lelaki. Tolong ajar Cara nak beradap. Sangat kecewa dengan service anda !

Hi,

I am writing to lodge a complaint regarding the service on the ground provided by AirAsia Malaysia at KLIA2 this morning. My parents were supposed to be boarding the flight D7220 to Sydney on June 3 2019 but were denied to board as there was some delay at the check-in counter. Firstly, AirAsia did not provide clear instruction on the check-in process and the requirement to be at the counter for verification purpose and boarding pass printing. Passengers were directed and encouraged by staff to use the self-check-in kiosk machine for check-in and my parents had successfully obtained boarding passes from one of those machines. (Boarding passes issued by the machines should not have been obtained by passengers if those passes were not allowed.) When passing through the custom, my parents were instructed to return to counter for actual boarding passes. In such limited time and with such long queue (this also reflects the inefficiency to assist passengers for check-ins), they managed to get to the gate 15 mins before the scheduled time of departure. They arrived at KLIA2 3 hours before the scheduled time of departure in order to make it through this complex process. It was still unfortunate that they had to miss the flight as they were not well directed at the airport. Secondly, there was more than 10 people who were denied at the gate with the same situation. The staff at the gate were however ignorant. Captain was initially contacted and they were informed that the denial was the decision of the captain. When asked to re-contact and explain the situation at the check-in counters, staff stated that captain was not able to be reached. Instead of spending 5 mins to let the passengers board, they spent longer time to remove the baggages of those passengers from the plane. I personally think that it could have been done more humanely in that situation.

The service my parents and other passengers received today was unfortunately terrible. I hope AirAsia will look into this matter and provide them with a good explanation if there was something they had not considered.

Please do not hesitate to contact me should you require any clarification. Thank you.

Dr Elise Neo
+[protected]
4 Smallwood Avenue, Homebush NSW 2104 Australia

I waited 1 hour today to check into my flight.

I have visa and proper docs to my destination and have traveled there many time via AirAsia.

Today however was a special case.

3 Customers in front of me had improper documents. Instead of airaasia moving these customers to a special line, air Asia service staff proceeded to handle problem documents at normal check in line.

This means experienced frequent travellers who have given AirAsia much business in past AND who typically buy premium seats are punished due to customers who simply fail to follow proper visa procedure at destination country.

Normally 1 customer having problem I would have given pass and not complain.

Today it was 3.

AirAsia check in procedures are beyond flawed and encourage higher class customers to seek to do business with non AirAsia carrier.

To rectify the above situation I highly recommend:
1. Those customers who frequent travel and buy hot seats given priority check in
2. Offer photo evidence of visa to speed check in procedures (aka baggage drop)
3. Offer staff to patrol queue looking at customers itenerary and visa. If improper redirect problem customers to special handling queue so customers with proper docs are not punished

I will no longer tolerate carrier punish me for others misfortune and problem with obtaining proper documentation.

This will be my final voyage on AirAsia.

my booking number is P2ECKX, MY fight was delayed more than 6 hours yesrterday, and when i tried to claim insurance today though live, chat, it told me that flight delayes, cannot claimed, then who do i need to purchase insurance? for what?if only baggage can be claimed ? for whats the purpose of getting insured ?what;s more when i ask whts the insurance is forthe answer i get form the customer supporti "is it is ur option, we do not add it if u don need it! "

what a sarcastic answer i get, more over i m an airasia shareholder myself, what a good answer i get from that? i purchase premium, and even add on more insurance later, but whats the purpose delay more than 6 hours yet nothing can be claimed? what a good travel inusrance air asia can cover?
i demand an approp[riate answer from ur side, so that my voice can be heard . A good company but with poor customer support, and insurance cover, moving ahead which need s customer support, thats the correct way of doing bzness

Ak392 Medan to KUL B/T: 16:45 May 26 2019. I feel disappointed because I got a nasi lemak which there is fly inside it . The flight attendant supplied me a sandwich and afterward instant noodle which isn't what I want. After my rejection, the flight attendant didn't give anything to me . Shouldn't the flight attendant ask customer what they want instead of supply the food they have since the food they supplied is contaminated at the first place.

My name: Anandan Guvindan. (68 years). wife's name: Manonmani Casirajah.
Booking Number: R1FV3X.
I booked flight tickets (quite zone hot seats) for both my wife and I from Sydney to Kuala Lumpur. Date: 24th May 2019. The seats are 7J and 7K. D7221 was suppose to depart at 20:45 hours. We checked in and were given boarding pass with seat number 7J and & 7K as we booked. But due some engineering fault, flight was cancelled. However we were given hotel (IBIS) to stay over night. Thanks. We were not given enough information of the next flight. So we went to the airport very early and found out that the plane is ok and the flight will depart at 16:00 hours. We checked in again (one of the earliest at 12:30.) but this time, we were given different seats somewhere behind. When I asked the counter, I was asked to go to the service counter. At the service, when I compliant, the staff told me the seats have be taken. When I asked him, how is it possible, he does not know. I told him that my wife has knee problem then he told me, only one hot seat is available. I had no choice. So my wife was given seat 7G and I was given 8H. Both husband and wife separated. I am very angry and disappointed. He told me we can asked for refund. And this is not the first time. We had the same problem when we went to Sydney from K.L on the 1st March 2019. flight cancelled . next flight was on the 2nd March. Different seats, not the hot seats. not the seats I paid extra for. Booking Number:1J4R4L.

please let me know what to do.

Our boarding time was supposedly at 7:00pm but it is already 10:30pm and the aircraft is still in Manila. 4hours delayed and counting! May we know the real reason please! As this is your everyday job, why does your flights are always delayed? Are you not ready of your day to day routine? Is it your company's hobby? to waste your customer's time in waiting? We also have our agendas! Don't be so irresponsible!

This is about Thai air Asia flight FD615 from Siem Reap to Bangkok Don Mueang on 26th May at 15:20pm. I experienced Terrible behaviour at Siem Reap check in counter. After check in was complete, the staff call us back from passport control to weigh hand luggage. This should have been done at check in, not after. His name is Chen Hong Heng. At this point our main suitcase already went through, we asked for it back because Chhen wanted us to check in one more bag as it was more then 7kg but he refused, then he shouted at me and demanded to pay for extra bag so my husband asked for management. We asked for management over 10 times politely and he refused to call. Then he asked to see all my luggage which had medicine, he was rude and demeaning. Everyone at airport can see my personal belongings and then he still refused to call manager. He then called air Asia check in lady who said she was management but she wasn't. Her name is San Naret. In front of her he pointed to me and my husband and said he will complain about us so my husband asked for his name and he refused to give. We agreed to pay for extra bag and still they didn't call any manager, finally a airport supervisor came, her name is Sum Sokhorn and we explain to her the situation but all 3 people said we have to pay for bag. We tried to explain that we wanted main luggage back and he didn't bring back and made us pay for extra bag, most of my bag was medicine but he didn't listen and was rude, all 3 staff lied to us. They didn't call any manager. We spent so much money on air Asia and the treatment at Siem Reap was very bad and not respectful. At this point I would like to ask that this matter be investigated and a 40usd refund to be given back on my card for this poor behaviour of airport staff. If they listened to us and bring our suitcase back we can just wear our winter coat and put extra clothes in our large suitcase then there would have been no problem.

Okay. so my flight was 5.45am. I arrived at the airport 4.30am (more than 1 hr in advance). boarding time 5:10 am. I started queuing at 5.15 am. the queue was [censored] long (despite the fact that I came early) and by the time I reached the gate, 5.30 am. my flight flew off? wtf? so is it my fault for being too early or is it because I was too early and u didn't manage ur services efficiently and decided to fly off at 5.30? I saw a few people missed their flights too. honestly. your marketing strategy amazed me air asia. you simply set this so people could buy the next ticket and u get to earn more. nice try. and worst staff ever. let me tell you which staff assisted me as I told him I missed my flight, at gate j14. 24th may 2019.5.45 am flight. the staff spoke in the most incompetent manner : yea? oh you have to be here at 20 mins early. and turned his back at me, moved on with his life. wow wow wow. 20 mins earlier? I was 15 mins earlier dude. I don't believe when people tell me air asia service is the worst until I experienced it today myself. sorry to say you lost a loyal customer here. budget flight = bad services? you get what u deserve. wow. your airline will not survive in the long run. worst airline.

I sent a refund case to them have sent over 10 with all documents needed
Was getting email after email saying supply a particular document, I had already sent to them over 10 times
Next thing they are closing every case no explanation and saying if I wanna reopen a case I have to start again
My mum has been diagnosed with a rare cancer and I'm need to care for her.
I have been asked the most insensitive things that customer service want a recovery date REALLY it's cancer and treatment plan is a day to day thing at the moment
They have been unfair, unsympathetic, uncaring, on purpose not reading emails and just wanting this to go away
I called the duty manager of AirAsia in Perth hi told me she was told that they don't care your not getting a refund because my mums not the passenger and to deal with it and don't care that my mum is very sick
I want this dealt with as this is totally incorrect

Dear Sir,
This is to bring to your notice the utter callous and unprofessional behaviour of one of your staff - Ms. Noor Juliana, at the Langkawi International Airport on the 20th of May, 2019. While we were waiting in the queue for immigration at around 8 am Ms. Noor Juliana asked us to weigh one of our hand luggage for which we (my wife, 2 daughters and 80 year old mother in law) had to leave the queue in which they had been for almost 1 hour.

When we returned to our original location in the queue after weighing the suitcase, my wife, my mother in law and my daughters were very rudely asked to join the queue again at the very end by Ms. Noor Juliana. She said so in response to my mother-in-law who was trying to go back to her original position in the queue without giving us any warning that we are not allowed to do that. Hence, without any warning, she aggressively shouted at my mother-in-law threatening to call the security if she tries to go back to her original position in the queue. She failed to understand the situation completely and thought we were trying to cut the queue. After they abided by her command and joined the queue at the very end, when their turn came to have their passports checked by Ms Noor Juliana, my daughter politely told her about her unprofessional conduct with my mother-in-law and that it should not be the way to speak to a passenger, especially one who is a senior citizen who has difficulties walking properly and hence should ideally be given priority and should have been allowed to join the queue in her original position. However, she showed her un professionalism yet again by replying rudely to her and telling my wife, mother-in-law and daughters that she does not want to check the passports of ‘such passengers'. Her overall behaviour was just obnoxious and extremely unprofessional, which makes us question her training and experience in the customer service department of Air Asia. The whole situation could have been avoided if she did not make us wait in the queue for 1 hour in the first place and wait until the last minute to ask us to leave the queue to weigh our luggage. She could have asked us to do it when we had just started queuing.

I, on behalf of my family and future passengers, would like you to take this letter as a complaint against the totally insensitive and unprofessional behaviour of the staff in handling the situation where a senior citizen is concerned and would like to receive an official notice on the actions that will be taken towards Ms Noor.

If no official notice or update is given to us by the authorities about how out complaint will be managed, we will be obliged to bring this matter to the public through social media platforms to spread awareness about the unprofessionalism of the Air Asia staff in the Langkawi Airport. Brgds Saurav ([protected]@gmail.com)

Dear Sir/Madam,

As a frequent customer of yours I'm writing in regards to a very distasteful experience I had with your company.I booked the Air Asia flight FD331 to Krabi at 3PM on 08 May 2019 which were cancelled the whole line for good.Yet I didn't receive any earlier inform by your company.I was aware the line have been cancelled when I reached Changi Airport at 11am.And the staff offered a choice of another flight which need to travel to Kuala Lumpur, Malaysia → Bangkok → Krabi.And by this flight will only reached my destination by around 11pm.And by the time I reach my hotel it'll be midnight time.I, with one of my female friend, we were very excited and look forward on our 4D3N Krabi trip, yet the first day schedule were destroyed by your company without any earlier inform.And we were worried the dangerous of 2 girls when we reached there by midnight hour so we accepted another offer which was getting a refund.And we haven't receive any update with this refund till now.After thorough consideration and much thought, I've decided to write this email to your company.

There were 5 letdowns on this flight experience :

1. I didn't receive any inform of flight cancellation earlier yet I need to pay for the higher charge on other air flight ticket.
2. I missed the first night hotel which paid before that.
3. I missed the activities on first day schedule.
4. I wasted my one day leave to settle all matters instead of travel.
5. I didn't receive any apologize from your company.

I would hope that you take these complaints into consideration and that you would compensate me for my added expenses.I would also request that you issue me a flight voucher in order to give you another opportunity to show me that your service isn't always so poor.

If you have further questions regarding this issue, please email me at [protected]@icloud.com or contact me +[protected]

Thank you.

Your sincerely,
Wong Jing Shyan

Flight D7502, Jeju to KL (16 May2019) Client Identity Lim Hun Ho (Seat 36G ) wife (Seat 36 F) Compliant on Fellow passenger on my left Seat (Nr i s I Guess is 36 H.. ..please check) Use of handphone disregarding advise from your Stewardess Miss Lear Jung.At least 5 times during take offs, But the moment she turn her back the passenger (she ) is on the phone again. Miss Jung can testify to that, A Asia to please look into it. On landing final prep she put her on phone . Miss Jung again told her to shut off > She never did, hide it under her hand bag < on the plane touching down the service provider message came in, We all look at her )Now tell me what action is AASia taking on her . I beleive she is likely on a return flight next few days.
I cannot lodge this compliant on e form to yr Pursur Miss Diana Lim as there is no such category

Firstly - I am a regular Air Asia consumer. More than once, many times i have encounter poor customer service from your front desk counter personnel. They have a habit of not listening. Whenever we try to talk to them, to understand the process they are very impatient, arrogant and unfriendly towards customer Q & A. Directions were unclear!
Secondly - WHY do we have to go through so many channels checking in luggages. Tickets one counter, luggage another counter then back again. Your front desk machine only allowed to to get ticket then to another machine for luggage then we have to queue again, it's so troublesome.
Thirdly- Wht is it so DIFFICULT to change our email address via your online? Other airlines i have no problem ie Mas, Malindo, Vietnam Airline, Thai Airline etc BUT with Air Asia, i tried MANY times and even send in email still FAILED so much so i have to go to your counter to change YET i end up having 2 membership instead? I am surprised with the current technologies, Air Asia are still far behind.

Hope to see improvement!

Hello, where the hell is my walnut muffin in the box?
In the combo, your catalog mentioned the combo consist of a walnut muffin, one kit kat, one blackcurrant juice and nata de coco, but the most important snack which is the muffin is not in the damn box, we bought 3 box of this combo to eat that damn walnut, please refund! Imagine my surprise when I opened the box, i'm even plan to eat it for sahur, what a bad services 😡😡😡

I am Mandeep here i took a flight from Melbourne Avv to taipei the staff at the Melbourne avv counter was not professional at all they were taking so long in baggage drop area at the same time talking to there colleagues and after waiting for so long it was my turn my luggage was only 1 kg extra i understand you guys need to follow up but bad behaviour is not acceptable i paid for my flight ticket i am not flying free. It doesn't matter about money its matter how you behave to your client. She asked me to pay for one extra kg in a very rude way i would say it was a wrost experience ever
when i was booking online for my flight i haven't seen more meal options but when i checked in the menu in the plane you got a lot of options and when i ask nicely to replace my meal but the staff with a full of bad attitude told me sorry sir we cannot change and after i talked to one of your staff he told i need to talk the supervisor. i was like seriously why should i talk you need to explain to him what is my problem i can't talk to everyone
you guys really need to improve in term of service, behaviour
i am not gonna fly anymore with air asia

I would like to make a complain of your staff Ahaz Rayner Azoona. At 9 May 2019 (from KL to Sabah flight) I found out my luggage was broke and I decided to make a complain at the office, at first he promised me to claim back RM150 maximum but when the time I take the money he only give RM100 without giving me any reason and so on while he promised the compensation is RM150. I'm very disappointed, at least he can inform me through WhatsApp but he didn't inform me anytime, without giving me any explanation. I'm very disappointed in your service, very bad service and rude manner for your stuff.

Dear Sir/ Madam,

This was regarding my flight with AirAsia on 11/5/2019 (AK 703 from KLIA2 to SINGAPORE).

There was a flight attendant called Fathin Hilda should be re-trained due to her unprofessionalism.
During the flight, she was passing the disembarkation/ arrival card to the passengers.
However, she missed out our row. We then requested her to send us the cards for twice yet she still forgot.

Me and my cousin had asked her for two times. There was a korean guy who sit beside us and he was asking about the card for twice too. And again she still can miss it out with those weird excuses like stomach pain and busy and because of that she forgot to pass it around.
Since she was so busy with her duties, she should get some helps from her colleagues.
I thought there should be standard of procedure which needs to be followed by flight attendants and they should be able to handle the capacity of passengers or else AirAsia should increase the volume of crew members.

One more thing which had been making me feeling weird and unpleasant was the matter where she missed out our row while she was passing the cards. She was not qualified and not up-to-standard to serve the customers and will need to be re-trained. She made a careless mistake.

If AirAsia wanna pass the cards to each of the passengers or non Singaporeans during the flight then should be the same for all and should not miss out any. This was not a fair treatment for the passengers. AirAsia, please take this matter seriously.

It was not a pleasant flight with AirAsia. This reminded me the slogan ‘Now Everyone Can Fly' at first time. I felt so happy at that time because everyone can fly now no matter the person is poor or rich. I hope and assume this slogan is still holding true.

Thanks.

Regards,
HC

Dear person in charge,
I would like to seek your kind investigation of my re-schedule flight request from original booking to new booking as in subject title. It is not being processed & status as "no shown". Follow up on 6th may'19 & staff told me is "no shown" status & being rude by claiming my own fault due to unprocessed as I did not call again

I had a flight on 4th May 2019 at 7.10 from Delhi to Guwahati. I reached the airport at 5.15 Went ahead to the que at 5. 30 and waited for my turn on to come. As I reached my turn it was 6.36 and they denied to let me go. I did every thing I was told to do. Nowhere it was mentioned about 2 hours or so. I only got message saying prior to 45 mins. I reached soo early to the airport and I wasn't allowed although there is no fault of mine. Kindly refund me my full amount. My pnr is ISPTSZ