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AirAsia Complaints 1651

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3:08 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

AirAsia online booking

I booked a flight via the airasia website from tokyo haneda to kuala lumpur (booking number e1t6qy).

I selected the option to supersize my baggage and opted for the xtra large option which allows upto 30kg per passenger for a fee of 4, 000yen (around 50usd) per person.

After making the booking and the payment by card I realized that I might not require 30 kg per passenger (total 3 passengers) and modified my booking to reduce the baggage allowance to large (2 passengers) and medium (1 passenger).

The difference in the amount was 11, 000 yen (around 135usd) and was expecting this amount to be refunded. but to my surprise airasia did not refund the amount but in the amended booking showed the 11, 000yen as spoilage fee.

I did not understand what the spoilage fee was about and called the call centre in tokyo and explained my problem. the agent informed me that there will be no refund.

It's outrageous that airasia allows downsizing the baggage but not refunding the excess amount. I checked their terms and conditions and there is no mention of no refund for baggage change.

I was not aware that airasia was a fraud of a company until I chanced on this website and saw the numerous customer complaints. looks like airasia does not give a damn about the customer.

Robert panakkal
Tokyo

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A Stan
MY
Send a message
Dec 07, 2014 10:24 am EST

Yes. AIRASIA has the most indirect online booking system in the world. They are 'con artists' and have programmed their system thoroughly so that consumers would overlooked the little things that may be too late to be fixed later. If not, too much of a hassle and eventually people will let go of the case regretfully. This is where the dirty happens and it's not like it affects 1-10 person a day but millions worldwide. Can you imagine how much they freeload money in effortlessly without having anyone to monitor the system? Brilliant.

So I've paid for 20kg baggage forr one way Singapore to Kota Kinabalu at 22SGD. After I have made payment for the booking, I've decided to add-on seats for two at 8SGD in total using 'Manage Add On's' on their Air Asia mobile app. Chosed my seats and clicked next on the app to make further payment, and it showed there a total of 0SGD. Zero Singapore Dollars. Click confirm and nothing happened. No page asking me to fill in my CC details for payment. Checked my bank account and payment went through for the flight fees and 20kg baggage fee. Did not receive the pdf itinerary though, but there is an email with a brief booking info and a statement that they will email the itinerary AND payment receipt later. Made payment on 25th Nov 14, received pdf statement today 6th Dec 14. They took out the baggage fee I paid for. NO BAGGAGE FEE in but the add-on seats were stated in at 8SGD for two person and a SPOILAGE FEE of 14SGD! Which is the balance for the baggage fee I paid for. I paid 22SGD for 20kg baggage fee but they decided to take it as 'cancellation' for some reason and replaced it with the seats fee instead. Bloody hell, I wanted to ADD-ON money for the seats at the first place, add-on extra money on top of what I have paid for but no, they seemed to have programmed their Air Asia app in such a way that made me thought that hey, maybe this is a promo that's why the seats were priced at zero singapore dollars after choosing the preferred seats. Now, I've read what spoilage fees mean and it looks like I may not be able to have a refund, cause apparently, for Air Asia, I 'voluntarily' cancelled the baggage fee and want seats instead, even if I have paid 22SGD, Air Asia thought that I want them to 'keep the change'. It's like they're taking what Ive paid for add-on as a voucher 22SGD, and any thing else you wanna buy, you either add money or lose whatever you have if you choose to redeem anything lesser than 22GSD. When the real story was, I wanted to PAY MORE for seats on top of what I have paid for! In this case as of now, my position as a customer is leaning towards having no choice but to pay 22SGD more for 20kg baggage when initially what I have paid for at the begunning but AA technically made it turned to nothing but 14SGD worth of spoilage fee + 2 paid seats on the itinerary which is emailed weeks after the day I made payment and booking! I really feel like I've been robbed right under my nose.

WHAT DOES AIR ASIA GOT TO LOSE FROM CUSTOMERS WANTING TO PAY MORE AFTER? What is the use of 'manage add ons' then?

My advice is to always gather any proof you can when making any bookings with AIr Asia online. Screenshot etc. In case anything happens, at least you have something to show when you need to. Be alert when it comes to your money and Air Asia, cause we still need to use them for their cheap rates. Like it or not. They are the cheapest to get around and a cunning one. Someday, Air Asia will be in the headlines and those affected by their scams will walk away feeling justified.

A.Stan
KK, Sabah.

U
U
unhappy and upset customer
MY
Send a message
Feb 24, 2010 9:10 am EST

Air Asia had made the booking so difficult, they charge everything by default and make it so difficult to cancel them. the word ''Cancel'' is made faded grey color so is not obvious for you to find it. Air Asia start to charge check in luggage, meal, insurance and so call convenient kit and surprisingly they charge convenient fee for using credit card ( I just don't understand why international bank like Visa and Master allow the merchant to do that). Charge for selecting seat. Just not sure if they are going to charge for seat so you have to stand in the aircraft. May be another idea is to charge customer for confirmation email or sms. What do you think? Mr Air Asia
As consumer, I would strongly request if the basic price is provided for so call low cost travelling, all the additional charges should be an option that customer has to request not by default, then they know how to make it easy for the customer to purchase them.

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M
miao91
SG
Send a message
Jun 11, 2013 8:59 pm EDT

Hi Team,

Noticed that I have modify my baggage weight and below spoilage fee occurred, However I am quite unhappy how come the system didn’t notify us about there will not be refund for the balance. It is common that when we do any changes for the booking we will get refund for it.

Anyway, in this case I will like to change / add on meal for the balance(spoilage fee). Could you help on this?

Thank you & Warm Regards

Chong Jia Ni

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Anton123
TH
Send a message
Oct 20, 2010 12:36 am EDT

I booked on the 18th October a flight for the 6th november and my trip is from Ubon Ratchathani to bangkok and return on the same day.

No luggage both ways.

i noticed the no bag on the first leg of the journey but forgot to check it on the return leg.

I paid by credit card and when I noticed the error

I went to Manage my booking and changed the selection to no bag on both legs of the trip.

however since I had already paid there would be no refund and the accouonting term spoilage fee came up.

In effect I am annoyed about this practice.

More importantly I went onto Air Asia's site and rechecked another booking and noticed that the second leg comes up with the medium size bag, this to me is unetical because one would expect to see no bag first and then the customer would then have the option to use the drop down box and select which weight would suit their needs.

This is an unethical practice and would like to know are there others out there that feel the same way I do or had similar experiences

L
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LIYANAGE
LK
Send a message
Mar 24, 2010 11:21 am EDT

Air Asia very poor customer service, Always online system errors, very difficult to contact them over the phone, Waist money & Time. Most of the staff members are rude

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PaulK
MY
Send a message
Mar 06, 2010 3:48 am EST

Most recently, my wife and I were stranded in Abu Dhabi when AirAsiaX announced they were canceling service to/from Abu Dhabi in January this year. They didn’t notify us (their stranded passengers), until Feb 10th. Neither did they offer any accommodation nor answer our emails asking for help. We had to get back to Malaysia on our own. They won’t reimburse our additional expenses either.

They said they would refund the Abu Dhabi/Kuala Lumpur portion of our trip, but it will take them 30-50 days to process the refund. Such an attitude!

Watch out for these guys. If you are considering using AirAsiaX, It might be a good idea to develop a plan B... just in case.

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S
stupidseoul
MY
Send a message
Mar 03, 2010 10:04 pm EST

WAKE UP ! unhappy and upset passenger.. there are so many other airlines to choose from. if you are complaining and unhappy about all these, then don't take Air asia...it;s No-frill airlines. Air asia will not be so stupid to change their policy just because your own interest, there still have to survive by feeding so many mouths. Dont be so smart to expect to get a 5 star product by paying just a 1 star price... YOU PAY WHAT U GET ! there is no free lunch for you! there is also option charges. if you dont take meal you dont book. if you dont want to select your seat, you dont book. if you think still expensive. then! better take bus, , , , , , ,

ComplaintsBoard
C
1:49 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

AirAsia lost luggage value more than rm5000

I lost my luggage during the day trip job at Langkawi on 02 Oct 2017, Flight AK5322, depart time at 10:20am, arrival time at 11:20am, travalling from LCCT to Langkawi...

My whole cosmetics set, brush set worth more than 2k, hair styling tools and products, all stuffs total value about 5K ++... i have nothing to do my client's bridal makeover when i arrived Langkawi, waste the air ticket, airport transport at Langkawi, LCCT parking fees...

I waiting and standing just in front of the luggage collecting area at Langkawi airport, very sure my luggage NOT there... which mean my luggage already send to a wrong flight... this was those Airasia officer told me...

I've check with Langkawi & LCCT Airasia counters... both also telling me the same story...and they said they need 8 days to find my luggage, after that still not found, they will only claim back RM48 per kg! this amount only can buy ONE EYE SHADOW BRUSH! Somemore they said "because it's too many flights, that's why we have no time to double check all luggage before loading" ... is this a correct way to answer me?

This incident have caused me to loose not only the cost of my working tools and products but also my ethical as well. For working more than 12 years as a make-up artist, this is the first time I have failed to uphold and deliver in my job requirements. This has seriously affected my emotions and beliefs as well as my future job prospects.

However, until now I have not yet to receive neither my luggage nor a feedback from Airasia. I got job in few more days, i really need my stuffs... May i know what is the next action of Airasia will do? How Airasia resolving this unpleasant and horrific situation? I can be contact at [protected]@gmail.com, www.cuere.blog.com

Thanks and regards,

Cheah

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er.vikasjha
IN
Send a message
Jan 07, 2015 5:29 am EST

I have cancelled one air ticket from Jaipur to Bangaluru of "AirAsia" plain on 30th OCT 2017 . Beside of 20-30 followups, balance amount is not refunded back.Each time whenever I call, they will provide me new Reference No & inform that fund will be refunded back within next 7 days.
this drama is continue on going since last 3 month.
1- Calling time to pick up a call over Customer service: [protected] no is nearby 6-8 min.
2-There is no any office where you can go & catch these people
3 - There is no any senior person where you can talk & express your inconvenience.
4- There is no any customer grievance system at all.
Whenever you will call, they will provide new Case Ack No : - example below are two no for same issue
Case Acknowledgement - CAS-9749127-P8XC75 CRM:0001497 on - 03/12/2017
Case Acknowledgement - CAS-9386268-F5N1PV CRM:0001558 on - 30/10/2017

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Reviewer91303
Send a message
Sep 28, 2015 12:42 pm EDT

On 14 september 2017, 2040hrs was my initial departure time, flight no ak 757 but I m not satisfied with delay informing passenger about the flight delay. I was awared on it by myself instead of announcing. What is passengers right? I totally fully understand the flight delay because of weather but definitely it won't happen at last minute. I can't arranged anything to make the changes as my connecting flight was due 0045hrs. Because of your delaying inform to passenger cause me physically and mentally lost! I no need any explanation anymore but I want you responsible on what I lost!

D
D
david yong
MY
Send a message
Jan 17, 2014 9:33 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Here I would like to make a complain again a Manager ranking name Shazana (ID:MAA7198) on her rude and bad temper behaviour dated on 10 January 2017 during check in luggage at Counter R3 on my flight number FD2914. We being offended by her in front of so many people where is really displeasure and humiliation because of some sort of misunderstanding on queuing. Where she thought we jump in the queue.
The worst is even after the staff at counter R3 explain to her(shazana) that we are NOT doing so. Instead of getting an apology from her. She still keeping with her ego and talk loudly when we saying to make a complain and get a fair treats. Some more she(shazana) raise her voice to her staff and say "give her my name and details let them complain".

After hearing this first thought in my mind.
Did she challenging the Air Asia management?
I wouldnt blame if she is a new staff. Maybe new staff lack of experience can't control well of his or her emotion. But she is a manager ranking how can I accept this. Instead solving the problem but offending us in front of everyone.

I'm loyalty to Air Asia from the day it exist. Low fare price but never low quality of service compare with other airlines.
I hopefully we get a fair treats after such a embarrassing and hurting incidents in front of so many peoples.
The immediate action taken by a higher management is not just for the good sake of us only but to entire Air Asia.

A
A
andywsh_my
MY
Send a message
Dec 29, 2013 3:37 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Can I change destinations once my booking is confirmed?
Changes on destinations / routes are not allowed. You will need to purchase a new booking and the monies paid for the original booking will be forfeited.
http://www.airasia.com/ask/template.do?id=216&name=Can+I+change+destinations+once+my+booking+is+confirmed%3f

This is un-reason terms. BUY TICKET .. YOU MUST FLY.. can not cancel.. can not change passenger name.. can not change route.

V
V
VNR
AU
Send a message
Sep 02, 2014 10:26 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I was travelling from India to Melbourne through Kuala Lumpur (KLIA2) on flight number: AK28, 30/08/2017. When arriving at KUL, I was supposed to claim my bags and check in them to my next flight to MEL as I have two different tickets. But since the two flights were less than 8 hours, Malaysian Immigration denied to give me a transit Visa. Due to this I was unable to collect my bags and check-in. When I asked the International transfer AirAsia counter at KLIA2, the employee just replied 'get down at Mel and file a report'. As per their advice, I took my flight to MEL, reached and reported the case. It has been 3 days and no response yet. Beyond all these hassles, I want to know where exactly is the problem? Is it the airline's mistake for not alerting me when I was booking my ticket? Or is it the problem with Malaysian Immigration not making a separate clause for creating a transit pass for less than 8 hours? I could have just exited the Immigration, checked in my bags and returned to my boarding gate within an hour...

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R
Ro Verdeja
ID
Send a message
Oct 02, 2014 3:13 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I understand low cost carriers have very specific rules. You made a booking. You don't use it. You lose it. Just in case of a double booking paid by mistake they consider to refund.
My case was a mistake on my part. I booked a trip for my daughter who lives in singapore (I live in bali) to visit me. I booked the ticket the wrong way dps-sin-dps instead of sin-dps-sin. Totally my mistake and I noticed right after I clicked submit payment. Right away I book the same trip but in the opposite direction. Same name, same date, almost same times (Impossible to be same time). Then I file a refund request and they said it is not a duplicated as they define it. They will not refund the ticket. I asked to reconsider it and see the circumstances. I don't need a refund, I told them. They could credit it and I would use it in the future for another ticket with them.
No response so far.
I was looking for the ombudsman of airasia. Somebody who would not shield behind the "policies" but would understand what an exception is and how to handle cases like this. Nothing.

N
N
Nigel B
ES
Send a message
Mar 19, 2015 8:55 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

On 6th March, I booked flights from Krabi, via Kuala Lumpur, to three resorts in Borneo, then back to Kuala Lumpur and Krabi using 6 AirAsia flights. I booked these on the AirAsia website, a site which unfortunately forces you to start from scratch for each flight you book, except, that is, for the 'origin' drop-down box, which "remembers" your previous booking origin. Unfortunately, I made the mistake of booking one of my flights without changing the website’s ‘origin’ box from the remembered, old booking of Kota Kinabalu to the new, required Kuching, and so ended up booking a flight to Kuala Lumpur I did not want. The flights I want to keep (one return and four one-way) cost 1, 172.60GBP. The booking I did not want because of the mistake cost 159.69GBP and I asked for a refund for this single flight.
First, I sent a request via the AirAsia website 'contact us' system, explaining the situation in detail. This resulted in an immediate response of 'no refund' because mine wasn't a 'duplicate booking'.
Second. I sent an email to the CRM of AirAsia, again explaining the details of what I considered to be a reasonable reimbursement of the cost of the unnecessary flight. Again, I received an immediate response, this time stating that my case was being considered and that I might expect an update in 24 hours. One week later, I received nothing by way of a response.
Third, and most recent, I used the AirAsia online chat-line. This chat took me two attempts. The first attempt I started after waiting 45 minutes in a queue - I have no issue with this. After giving details of my case, the person on the other end of the chat-line asked me to wait while they looked up my flight details. I waited, and after a couple of minutes of "inactivity", our conversation 'timed-out'! Another 40 minutes went by as I waited at the end of another chat-line queue. I eventually "chatted" with another person representing AirAsia. After yet again giving the full details of my case, I was told that refunds for bookings were not possible. I was in the middle of asking this person who I could contact higher in the AirAsia Customer Relations team in order to further my case, when I was times out by the person at the other end of the chat-line!
I don't think AirAsia has ever heard of Public Relations, let alone Customer Service.
Once they have your money, they are going to keep it. Don't make any online flight booking errors.

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Navdeep56
IN
Send a message
Jun 04, 2014 1:30 pm EDT

Fri, May30 I booked return tickets(5 adults, 2 children) from Bangalore to Goa.
here are the details
Booking Number: WFT4KN
flight #/departure date from Bangalore: I51320/Jun 14, 2017
flight #/departure date from Goa: I51321/Jun 19, 2017
# of adults: 5# of children: 2
email id: navdeep56@yahoo.com
Amount: Rs18903
I made the payment through net banking and I got the confirmation from my bank payment gateway that payment was made successfully but when the control came back to your site, your site showed error message. I didn't get any confirmation of successful booking on the screen and neither got any email or sms on phone about booking confirmation. because I got the error message and there was no email confirmation, I thought booking had failed so I tried again with my wife's email id but didn't get the same travel dates (jun 14)at same price so I adjusted travel dates by one day.

here are the details:
Booking Number: MB346J
flight #/departure date from Bangalore: I51320/Jun 15, 2017
flight #/departure date from Goa: I51321/Jun 20, 2017
# of adults: 5# of children: 2
Amount: Rs18903
email: ibhag@hp.com
this time I got a booking confirmation message at your site and also got email confirmation.later I called customer care to confirm booking status, I was told by your executive that both the bookings are confirmed. hence I made a duplicate booking
.my complaint is that, how can first booking (14 June)be confirmed if your site had returned error message and also there was no confirmation sent by email or SMS. because I got error message from your site while making booking and also didn't get any email confirmation about booking, I booked it again. I don't understand how can your system confirm the booking when it threw out error message and also didn't send any email. There must besomething that needs to be urgently addressed in your system. I request you to please cancel my second booking and refund full amount asap. Please confirm at the earliest so that I can go ahead and arrange other logistics
I have called customer are around 20 times and each time I had to wait for at least 30 - 45 mins only to hear that "please call again"I cannot go through this mental harassment any more so request you to settle my refund at the earliest.thanks, Navdeep9740911220

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Bidasari Daulay
ID
Send a message
Jan 17, 2010 1:10 am EST

Dear, airasia
Sesuai dengan
Press releases, 17 june 2017, about

Airasia on time guarantee
Get rm200 e-gift voucher for delayed flights

Kami menuntut hak kami atas keterlambatan penerbangan kami dari penang ke medan pada 31 desember 2017, dengan kode booking sebaga berikut:
- ywnpbs
- ctj6av
- qss2ds
-b33sbp
Mohon konfirmasi ke: suditama@yahoo.com

M
M
Merlion
SG
Send a message
Jan 03, 2011 6:29 am EST

I cancelled an airfare as I could not fly for the dates specified. I was told I would have to wait for up to 3 months to receive the refund. If we're expected to pay for airfares on the spot why is it that AirAsia can essentially hold on to my money for up to 3 months? In this day and age of electronic payments, I would expect my refund in a few days or a maximum of one week later.

ComplaintsBoard
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12:59 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia booking specials

Airasia advertise specials on their website and send out enewsletters to advertise specials but then when I try to book those specials they are not available to be booked. This has happened several times before that I have experienced. Usually after a few days the error is corrected and it's then possible to make a booking for the promotional price offered but it does make booking a frantically difficult business. I could not afford to travel without these specials and I am very grateful for them. But why are they made so hard to actually book online. It as if airasia just does not look at their own website. They say one then and don't bother updating their site to reflect the offers they have made. It is very poor business.

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AZLAN23
MY
Send a message
Aug 03, 2011 8:49 pm EDT

CANNOT BOOK THE PROMOTION PRICE FOR FLIGHT THAT AIRASIA ALREADY GIVE AT THEIR PAGE ..STILL GOT THE SAME PRICE..WHAT THE HELL..http://www.airasia.com/my/en/promotion/rr1380811c.page

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7:11 pm EDT
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AirAsia most unhelpful and looting attitude

A painful experience with air asia in klcc - 6 sep 2010

Having seen a lot of attraction in media and in the web I have booked a return passage for my family of 3 (Includes 4 year old baby girl) from brunei & ndash; kl & ndash; kolkata, and have paid the required fare as per airlines policy, eg; extra baggage over 15 kgs, selecting your choice of seat, ordering your meal etc etc. For your information, I have travelled approximately around 30 years now with several airlines, but with air asia it was my first trip and will be the final one. To be more accurate, we have extra baggage and have paid for the excess baggage fare in kolkata without any concession so far (As other airlines provides for travelling in a group or a family). The following day ie; mon 6 sep 2010 have booked (3 months in advance in may 10) for kl & ndash; brunei at 1310 hrs, now, here begins the real policy of air asia and its’ miserable management, unhelpful and how to make money attitude of its’ staff. I along with my family checked-in well in advance at 1130 hrs (Flt time 1310 hrs and boarding time 1230 hrs printed in our boarding pass) in & lsquo;drop in baggage’ counter & lsquo;s 14’ where I was asked to pay myr 160 for 7kgs + excess baggage. As our boarding time approached I along with my family had to go through & lsquo;security check’ where all passengers of & lsquo;mixed flights’ being checked (Or harassed!) , where they were four of them checking passengers & lsquo;hand baggages’, and we were interrupted and told to re-check one of the hand baggage which they said & lsquo;over sized’, I then along with my friend rushed to counter & lsquo;s 14’ where a very rude and unhelpful lady was attending passengers, as our flight was announcing boarding time I had to skip the line and requested this unhelpful lady to check-in my so called oversize hand baggage who flatly refused and asked me to stay in queue. By the time when my turn came, she said gate is closed for brunei flight, then I complained to her, that if she has done it earlier it would not have happened. I then had no alternative and had to run through the security and immigration carrying my baggages and my baby girl bathed with sweats, as I gone through the procedures, my flight has left us behind. I complained to many officers on duty, all said it was all my fault that left us behind. Here I wish to express few of the points that other airlines follow that we know for flying with them many years. Firstly, as all other airlines, air asia should assume that checked-in passengers are already in the terminal and may be going through problem and must look for them, as all the details of checked-in passengers are already exists in their system. This they did not bother to do neither announced the names of the checked-in passengers. Secondly, if any passengers are stopped with this type of problems should be helped by their staffs as done by other airlines. My experience told me that I could see many passengers facing such problems running for help in the terminal and later found to be left behind. Then I was referred to counter no r14 where I found another & lsquo;south indian origin’ attendant who was not even unhelpful but adding pain to the stranded passengers, from whom I got negative response. I then was asked to go to counter no s25 where according to r14 attendant, a & lsquo;duty manager’ will be there to sort this problem out, I went there, here again another & lsquo;air asia’s’ specially selected & lsquo;rude’ and unhelpful attendant was attending, whom I narrated my problems, which does not seem to affect him and asked me to wait for his & lsquo;duty manager’ to come, by the time, my 2 hours already gone, I was not aware where is my wife and small baby, (Let alone for rest and food!) , I told him I donot have all day to wait for his & lsquo;duty officer’, he just ignored me and did nothing. Finally, I had to take refuse in & lsquo;police post’, where, at least got some helpful tones, and I was asked to speak with one of their officer over the phone, and was told that as this case is between the & lsquo;air line and the passenger’, they would not be of any help. Within this few hours, I met up with many stranded passengers running here and there without any help by airline staffs, then I decided to solve this problem of mine by approaching through proper channel and went to & lsquo;air asia’ office in the 1st floor, where I met a security guard who did not allow me to go inside, instead called another & lsquo;indian origin’ a punjabi young man who introduced himself as one of the managers, from whom I got same negative response, finally I had to go back to police again and wrote a report. Please note that by the time I made this report it was already 1630 hrs, 3 hrs and 20 minutes since my flight left us, still I was running for help without trace of my left luggages and my family stranded in some corner of the over crowded halls. Then the duty policeman sent two of his staff to counter r14 and submitted my report, where there was another man on duty & lsquo;jason’ who called me in his counter and finally wanted to help, provided I pay extra money ie; b$ 387, in addition to the previous return fare I paid for brunei & ndash;kl b$ 728:90, b$ 65 for excess baggage, which totaled as b$1180.90, a normal return fare for any other & lsquo;world class’ airlines. I have not mentioned about the extra hotel charge I have paid for another extra day in kl. So now you will have the clear picture how anybody can say this is & lsquo;low cost’ airline. The reason, I am sending this report is not for the hard time I got from air asia, but for those who are suffering now and will and having hard time choosing this airlines, as I have witnessed people crying for help in the terminal, luggages off-loaded for checked-in passengers, growling staffs with greedy eyes how to make money out from troubled passengers. I assure all that with this sort of service in the name of & lsquo;best low cost airline’, this airline is just after making money by looting its’ innocent passengers and this message must be spread wide and fast to save innocent people. I sincerely discourage all innocent first time passengers like me to give an extra thought before taking this airlines offer and attractions!

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lani00
usa, US
Send a message
Sep 17, 2010 9:26 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

http://www.b2cjersey.us
1)We are a professional supplier of NFL Jerseys.
2) Factory wholesale price: $21---$45
3) Delivery time: 5-7days door to door.
4) Material: 100% polyester and 100% embroidery.
5) Size:48, 50, 52, 54, 56, 58, 60
6) packing: original packing
NHL $38 NFL $20 MLB $20 NBA $18 SOCCER JERSEY $16 CAPS $10

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5:09 am EDT
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AirAsia unfair luggage fee

Dear sir,

My name is helen nathalya, i'm one of the passenger of qz - 7717 (bkk-cgk) on 16th of august 2010. the reason im writing you this is... i got an unfair fee which got charged on me. here's the full story:

I bought the ticket (x9qr8q) via internet without any luggage fee, because I just carried my cabin size luggage. but on my way back from bangkok, right before entering the waiting room, one of your staff stopped me and asked me to put my luggage on the weight and it says 11 kg, and the she asked me to pay extra for 4kg for 660 bath (169 bath/kg that's equal to rp.45.000) and I paid.

As I arrived in jakarta, I saw on your banner says:

A. extra weight (means by already having a purchased luggage fee) will be charge rp.45.000. / kg
B. the luggage fee @ the airport is rp.90.000 (up to 15 kg)

So I think that would be overcharged on me, I supposed to in point "b" (as I didn't had any purchased luggage fee earlier)

Now I want to ask for your responsibility for the case, thank you.

Fyi: I did see mr. rully @ terminal 3 on 17th of aug in jakarta airport and told him about the story.

Best regards
Helen nathalya

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5:59 am EDT
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AirAsia daylight robbery premium line, inept staff

My husband & I made an early online booking of a flight on AirAsia as we were waiting for his new passport to be ready. The minute we booked it, the system hanged and the payment was pending. I wrote and email to ask about the status. I called their premium line customer service to check but I was put on hold with no one telling me how long more I had to wait.

The daylight robbery that I am upset about is, they only have premium line and it costs us (bloody RM1.95/minute) & there was no other choice! Why call it premium if I had to wait for 45 minutes just to get my call answered? And why have an online service when the server couldn't handle high traffic? Why punish customers like us when the downtime is due on their side! Haven't they heard of service level? Have not you guys been told you can actually charge the system provider for every downtime?

When I managed to get through, the person made the additional correction I wanted but, made a mistake on my husband's name. WHY IS THIS HAPPENING? and all 2 complaints that I wrote and sent them was being answered in a typical standard response with no PHONE NUMBER, NO APOLOGIES as per calling me back and the name of the person who wrote that email was simply Anna or Suraj. NOT EVEN their full names and designation. IS THIS SERVICE, TONY? IS THIS WHAT YOU CONSIDER SERVICE, HAVING LIVED ABROAD AND WITH YOUR THICK BRITISH ACCENT AND ALL YOUR CAN-DO AND DREAM BIG TALK?

Your employees AND I MEAN ALL OF THEM, your customer service are all below standard and I cannot imagine people just keep going back to you unless they're some poor Indonesian maids with not much money and have a rather calculative employers or some Bangladeshis who need to use your service. I can't imagine ever travelling with your company ever again!

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Update by maria mario
Dec 15, 2011 3:58 pm EST

Exactly how I felt when I was waiting for that 45 minutes & just wasted money listening to their silly promotion. No-frills like this charge people more on extra luggage, on a cup of tea on board, on every minutes of delay we wasted waiting for flights, they should learn from SAS or the likes. They go by the seconds. Time they arrive, time to refuel, time to board people, time to take off. LEARN, AIR ASIA, LEARN! They don't bloody hang up on people especially on customers who are making a valid argument. Your huge profits means nothing if you have such a BAD reputation.

Update by maria mario
Jan 31, 2011 7:35 am EST

I know. They're trying to make as much money as they could in any way. I swear they do not care at all about the hundreds of Ringgit I have to bear, to make the necessary changes - the main reason why I called! I am so upset & angry but I will never again try to book their stupid airlines and the services offered--if you can call it service at all.

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Renaissanc
TH
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Dec 23, 2011 11:11 am EST

I used to fly with Air Asia until 2 years ago, but never again. Their fares aren't special when you add in the extra charges anyway. I would rather pay more and travel with a real airline. Air Asia is the Airline from Hell, where, I hear, that they have just enlarged their offices and hired more demons to work as cabin crew.

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wuihung
MY
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Dec 15, 2011 3:29 pm EST
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3213, at least someone picked up your call. I paid money just to listen to the promotional script, nobody even bother to pick up my call. at least i see some "improvement" in your case.

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Anonymous3213
MY
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Dec 15, 2011 3:08 pm EST

I've just registered as an Airasia member. Upon registering I was sent an email notification requesting me to activate my membership on-line. Upon clicking the link, I was taken to a member activation webpage that didn't work. Message was "Buzz...buzz, sorry we are a bit busy". No instruction whatsoever about what I can do or who can I contact to solve the problem. So I looked-up Airasia customer service number to call, found that they charge RM1.95/min. If Airasia really cherish its customers’ relationship, why does it need to charge an exorbitant RM1.95/min for dealing with customers problems which in most cases originate from Airasia's own lacking in the first place? In any case, I picked-up the phone and called the customer service. Upon calling, I was put through a very lengthy promotional welcome script which last over a minute. At the end of the script, a customer service officer answered my call. So I asked the customer service officer who picked up my call whether I would be charged for listening to their promotional script. She said "Yes". I asked her why do they need to charge customer for listening to their promotional script and she said that is the standard procedure and she can’t do anything about it. I told her the reason why I called was because the Airasia's website was not working and I don't believe I should be charged anything for contacting Airasia let alone charge for hearing the promotional script. Most airlines have toll free numbers anyway. The officer said I was rude and hung-up on me. So I tried calling them the second time. Again I had to go through the standard promotional script and this time around, Mala answered the call. Again asked her the same questions and she said she can't do anything about it as the server was busy but asked me to try to activate my membership after 3pm. So I said I want to lodge a complaint. She asked me to fill-up a form on their website. Other airlines would be much obliged to take customers complaints as part of their customer relationship improvement initiative! Again before I could finish my conversation, I was cut-off. So called the third time and again went through the same promotional script which I have to pay RM1.95/min for. Mala again answered my call. I asked her why she cut me off but she said she didn't. It was the system that cut me off and that there is nothing she can do about it. This time I asked to be transferred to her manager but she said there is no manager on-duty at that time...was told all their managers were in a meeting. She didn’t even ask if she can get someone to call me back. Instead I asked that her manager call me within the next hour and left her my number. An hour past and nobody from Airasia called. So, I tried to fill-up the e-form on Airasia's website. The link didn't work. So I called-up customer service the forth time...this time another customer service officer answered...again she said she can't do anything about all the problems above as the server was busy. I asked her why I have to pay RM1.95/min if she can't solve any of my problem...she said it is management decision...asked her to transferr to a manager...she said manager not around. This is now after 4 hours of trying various means of solving the problem with your customer service. I really couldn't believe the sort service we as customers of Airasia are getting. We are paying a premium RM1.95/min first of all to listen to their promotional crap then put through to customer service that can't really do anything to solve problems which originated from Airasia in the first place? What is going on with Airasia? Have they become too profit centric driven? I'm really surprised that they have won the "Best Low-Cost Airline" for three consecutive years by treating customers like idiots and ripping off customers by charging for practically for everything including their customer service call centre when customers have problem accessing their website. I think Airasia has taken the no-frills concept too far...good luck to Airasia but I will not hesitate using other airlines even if they are slightly more expensive. N/B: 3 days have passed and I have yet to receive a phone call or email from them.

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wuihung
MY
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Jan 31, 2011 6:50 am EST
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i called the premium customer service line for hundreds time, but nobody pick up my call. I spend hundreds just to wait them. What a stupid "Premium" line.

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Rona Chandran
MY
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Nov 17, 2010 1:39 pm EST
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Disappointed by Poor Air Asia Service

As a frequent traveller of Air Asia I am extremely disappointed with the service I received on the 9.20 pm flight AK 457 from Medan to Kuala Lumpur on the 14/11/2010. My friends and I were extremely tired and were looking forward to getting home. We were seated along row 11 and upon take off we realized that the seats behind us were vacant. As one of my friends was big built I decided to allow him more space by moving to the seat at the back of mine.
I was approached by an air stewardess by the name of Erlin Purnamasari who informed me in the most arrogant manner that we were allowed to switch seats but not to the hot seats. When I tried to justify, that since the seats were vacant would it be alright for me to sit there her facial expression clearly displayed irritation as she told me that I would have to pay extra if I wanted to sit on that seat and to write in a complaint if I was unhappy which was totally uncalled for. I returned to my designated seat and conveyed my dissatisfaction to the lead stewardess; Sutha Perumal. She perfectly understood our point and told me that she would ask the stewardess to apologize but came back after a good 15 minutes to inform me that the stewardess refused to apologize. I was also informed that they frequently faced the mentioned situation giving even more reason for the air stewardess to be able to handle the situation in a more appropriate manner. Since the situation is common in most flights I would suggest that the prohibition against switching seats to hot seats should be mentioned in the flight briefing.
I am perfectly okay if Air Asia is strict about only paying customers to be allowed to sit on its hot seats even if all of them were vacant on a particular flight. My source of disappointment is the manner in which the message was conveyed by the mentioned arrogant air stewardess. There is a way in delivering even the worst news and this a skill expected to be possessed by the cabin crew as they are supposed to be able to act aptly even in the worst emergency situations. Merely a powdered face and bleached head would not serve the purpose.
Air lines are well known for their hospitality to ensure that their customers feel welcome and comfortable. The attitude of the mentioned stewardess is not only disappointing but also reflects badly on the management and implies either or all of the below:-

a) The cabin crew of Air Asia are given poor pre-service and in-service training.
b) The management does not act upon complaints on their staff hence allowing the cabin crew to get away with poor performance and service.

Although Air Asia is a low cost carrier it should not compromise on the quality of the service offered. Perhaps Air Asia should consider imposing a hospitality fee in future if it is necessary in providing better service.

Truly, truly disappointed,
RC

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AirAsia airasia staff give me very bad face, rude, unpolite

(Time:9.20am Date:10Aug2010 Place:Thailand International Flight)
When i check out, the airasia check out counter pound weight of luggage . After that go to baggage fee counter E24 to payment fees . Then i need more details luggage fees. I think it will be wrong luggage fee. I tell her to check the weight of bag again. Then she say that her dont know the weight.She unhappy, give me very bad face & rude. "How i know the weight luggage". She ready tell me go to previous counter E02 again. I show the boarding pass again & circle total bags weight to her.
This things show her very unprofessional & rude staff.

Actually i happy with my journey in Thailand, but unhappy i back to my country when i thinking this happen.

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Update by paraparasakura
Aug 12, 2010 11:23 pm EDT

First Day:
(Time:5.00am Date:31July2010 Place:Thailand International Flight)
When i arrival to thailand, i & my girl friend luggage lost at airport,
Then go to bangkok to purchase clothes, shirts & commodity and etc. Waste lot of money.
Lucky airasia staff find my both luggage at night & return me. But it too late. I already buy all thing.

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AirAsia no response

I am absolutely shocked by the complete lack of customer service and the totally inefficient processes I have experienced before even getting on a plane with air asia! On 2nd august I received an email saying my flight on 4th september d7 2007 (Stn-kul) had been cancelled. This caused me huge inconvenience trying to rebook flights, accomodation, transfers - not to mention the costs incurred. But the most painful experience has undoubtedly been trying to get a response or contact at air asia who actually knows what they are talking about. Even getting to speak to sometone has turned into a complete nightmare. On 2nd august I spent over 2 hours trying to speak to someone - I was even cut off twice by operators. Eventually I did speak to someone, they confirmed my flight was cancelled and booked me onto a new flight. Well, I thought, atleast that's sorted!

The next morning I received an email to say that I should disregard the email from 2nd august and my flight was not actually cancelled! Ofcourse, by now I didn't want our flights changed back, after spending a whole day and lots of money trying to sort things out. But what flight am I booked onto? I have emailed everyday since then and tried to find an actual complaints procedure but there appears to be no way of getting this information or a respose from air asia. This is totally unacceptable. All I can hope is that I am booked on the flight, but finding out that for sure is proving impossible.

The worste customer service I ever experienced!

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AirAsia no disabled facilities provided

Hello,

We travelled from bali to singapore and notified you 48 hours in advance of our special needs.

on arrival at bali from our house in ubud i was confined to my wheelchair. When we got to the waiting room the aeroplane was not connected to the waiting room by a movable connector (Jet bridge?) which extends from the airport terminal gate to the airplane.

We got to the tarmac ok via use of a lift in the waiting room in my wheelchair. I then had to be carried up the stairs and put into my seat.

Why do you advertise that you can help people like me have easy access to your planes, no small wheelchairs are available and the plane was not even connected to the waiting room. I was very disgusted.

On arrival to singapore the plane was connected but still no slim wheelchair was made available for getting off the plane.

One the way back was the same at singapore and much worse in bali as you landed at the domestic terminal and they had to carry my wheelchair on and off the bus to the international terminal arrivals.

It made me feel very worried that i would be dropped, the guys that did carry me were complaining this was not in their job description.

So why did i choose air asia?

I broke both my legs in bali, where they got my surgery terribly wrong, so i have been travelling to singapore to get myself repaired. It has been very expensive and because i need someone to dress me this time we did not have enough money to use singapore airlines again. You advertise that you can deal with disabled people this is clearly not true.

I am due to go back to singapore at the end of september and am still low on funds, i could afford to use air asia but i now know that i am not welcome on your flights.

From

Jon griffin

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AirAsia online services

Why is my seats number keep changing? I brought a piority seat weeks earlier before departing. But AirAsia change my seat without even giving me notice. What kind of stupid service is this? Book and purchase a seat but in the end still not yours.

I try to call their service center but I was put on hold for almost an hour and no one seems to pick up my call.

I do not think is right to call them "World's Best low cost airline".
It should be called "World's Best low class airline"

Services are SLOW,
Attitude are POOR, ... Hopeless !

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AirAsia website etc...

Where to begin? Prior to the last couple of weeks, I had never had a problem with Air Asia then a couple of weekends ago I tried to book a ticket, at a promo price, to fly from Bangkok to Hong Kong. From Saturday to Monday afternoon, via my safari browser, I tried to buy that ticket but was unable to. I had never had any problems using safari before on the Air Asia website so for it to no longer be compatible is bizarre. By the Monday evening, the promo price had gone, meaning the higher regular price was the only one available. I wrote a couple of emails to them asking them why I couldn't book a ticket and have still had no response.

This week, on Monday afternoon I used firefox and booked a flight to go from Bangkok to Hong Kong. Everything seemed fine until the final page loaded and told me that my booking status was pending. Strange. Had never happened before. I waited for an email to confirm my flight but nothing was forthcoming. The next morning my friend made a call to tell me that my booking had been cancelled and that I'd have to buy a ticket at a more expensive price. I tried the live chat function, which closed on me on 3 occasions and I wrote another email. I then phoned their call centre three times and wasted thirty minutes explaining myself again and again because the line kept, bizarrely, losing connection. In all, I lost four hours of my life trying to find out what happened with my pending status and why they couldn't email me to tell me my booking had been cancelled so that I could try and rebook it.

In the end, my friend made the booking on my behalf and it so far seems, touch wood, to be okay. We'll see come the 19th August.

I really hate these no frills airlines. Ryanair is still the worst but Air Asia is pretty appalling too. No communication and no customer service. If Cathay Pacific etc... weren't so damn expensive then I wouldn't fly with Air Asia.

By the way, other posters are right. Air Asia are very sneaky and cunning with their charges and the way you book your ticket. The unhighlighted cancel buttons as they try to get you to take their travel insurance, I don't know how they can get away with it. My flight started at around 2900 baht and rose to 3900 baht after various charges are added.

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AirAsia false advertising

When my wife and I purchased our tickets to bangkok from the air asia website, it stated quite clearly no additional fees.

Indeed, when we departed taipei there was no mention of any fee. However, on the return journey, the air asia clerk refused to check us in until we each paid an 800 b fee. When I balked, the clerk, who was well prepared in advance, presented a page full of microscopic type with the paragraph detailing the fee already circled. We had no choice but to pay the fee or be stranded in bangkok.

Upon our return to taiwan I attempted to contact air asia's. Nobody answered the phone, not even an answering machine. Several emails and six months later, I have yet to receive a reply from their customer service department.

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MelissaNC
Melbourne, AU
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Jan 08, 2015 3:25 pm EST

False advertising seems to be a specialty at Air Asia! Possibly the only one they have! You can't advertise direct flights without permission/approvals in place! Heaviest advertising campaign I've seen, especially for a service that can't be provided! SHAME ON YOU AIR ASIA

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AirAsia overcharge

We were overcharged by air asia on upgrade of seats from kl to australia
quoted price was 300 ringets at checkin counter.when we got our credit card statement we were charged in Australian dollars. this meant instead of au$300 for 3 persons we were charged au $900
The only means of complaint we have is by email which they just ignore.
i would love to be able to sort this out face to face with airasia but they do not have an office in Australia.

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AirAsia booking engine is a trap

AirAsia booking engine is a trap. I've made a booking for 9 people fly on 14 Aug fly from KK back to HK. After credit card payment, a message popped-up my booking is unsuccessful although I could choose the seats. Maybe purchase by somebody. Also I didn't get a confirmation reference on computer screen. AirAsia misleading me my booking is not success. Alternative, I made a booking for another date 13 Aug. I got a confirmation ref on screen immediately after credit card payment. My credit card has been billed twice!

I've talked to them and email to them few times asked for refund one of my booking. They refuse to refund to me but offer a credit shell...If AirAsia booking engine has no problem, how come I don't received a confirmation reference on screen for my first booking but the second booking does? No one will book a group of people fly on 14 Aug and same group of people fly one day early from same place to a place.

Also I have checked with my bank which transaction comes first and they said the 13 Aug has debit my card first and 14 Aug comes second. Obviously, their system has something wrong at that time!

I found my case is not the only case. Some people also had same problem. As online booking is a major business of AirAsia. Their booking engine is so tricky. I wonder how many people had been to this trap over years?

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Galloping Gourmette
Gold Coast, AU
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Nov 13, 2014 2:24 am EST

That's for sure, their booking engine is not just tricky but totally unethical!
I also made a slip and booked the wrong destination which is still 6 months down the track, and all the dope at their call center could quote, was the bookings "terms and conditions".
In other words, "Too bad mate, that your problem"!
No refund or corrected flight, I cop all the loss.
I are having second thoughts about using Air Asia again, and don't forget Air Asia's base is Kuala Lumpur, Malaysia is where flights dissapear from never to be seen again, including all their passengers?

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AirAsia ticket issuing

We booked an air ticket on line for a family member to come down for our wedding. The ticket was issued and we sent the itinerary to her. However, upon check-in, she was told that the credit card we used was declined and she had to pay the fare there. How then can the ticket be issued if payment fails? Why were we not informed VIA EMAIL, after all, the itinerary was emailed to us 5 minutes after the booking was made. It is unprofessional and highly inefficient that a passenger is not aware payment did not go through. If they had made us aware upon booking the ticket we could have made another plan. I am highly disappointed and WILL NEVER use or recommend Air Asia again. I'd rather pay more and get the service than less and just waste money. I was warned by a friend about Air Asia and failed to listen. I cannot believe that a ticket would be issued without payment and the airline expects that if it doesn't go through you'll be able to pay there and then. How about for those people who do not have money to pay for it there and then and rely on family members.

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htsow
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Mar 15, 2011 3:09 am EDT

I share another experience...

I book flight ticket from Penang to Macau years ago, and today just get to know through a friend that "AirAsia suspense Penang-Macau flight ". As I saw on the AA website that my BOOKING CONFIRMED until today, i didn't see the AIRASIA small notice at bottom! !

31th March have to fly but nobody from AA told us. No phone, no e-mail until today! ! use PREMIER LINE to phone AA and get charge RM150-160, get a stupid answer! ask me refer website, link, notice, we can't do anything! Do you still believe AA? ? Disappointed! !!

Solution given by AA is not going to solution our problems but AA problems. They just refund and we need to wait for up to 60days and my friends get the refund after 120days. Another solution is reschedule and need to top up RM600 per person which is about RM3000 for 5 person of us. Do u think this is fair for us?

Kindly advice by everyone...

Let change the airasia slogan... NOW EVERYONE CAN LIES

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AirAsia airasia - terrible service, beware credit shell

Over the weekend I tried to contact AirAsia's Australian reservation hotline and waited on hold for 1 hour. I gave up. Today, I waited for 2 hours until someone finally picked up. Then, the quality of the connection was so bad that eventually the operator hung up on me. Note - I have never had any problems with phone call quality.

To understand the background leading up to this phone call, please read on.

I purchased AirAsia flights during a sale. Some months later, my wife fell pregnant so I contacted AirAsia to see what our options were. They asked for a doctor's letter to confirm the pregnancy and that we couldn't travel on those dates.

AirAsia offered me a credit shell, explaining that this could be used to make new bookings or transfer credit to family & friends. The shell can ONLY be utilised by calling their reservation hotline - hence my patience on the phone. You can NOT utilise their credit online.

I thought this meant I could change the names on the tickets, so I found two buyers for my tickets. However, the bookings have been entirely cancelled upon accepting their credit shell offer. So now there is NO WAY I can get the same prices for those flights and would have to pay double the price (from roughly AUD1500 to AUD3000).

Their emails were very poorly worded and did not clearly state that my bookings would be automatically cancelled. Instead, they implied that I would be able to cancel the bookings once the shell was created. They implied that I would be able to transfer the bookings to another party but this is certainly not the case.

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jerimmeeeee
AU
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Jan 03, 2016 3:46 am EST
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by example. virgin blue knocked me off a plane without giving any reason. i had to wait 4 hours in perth. i presume they overbooked and just dumped me off. lovely! never happened on air asia on 100 flights. jetstar? shocking airline. pay high prices for average food. they dont take cash. slow service. uninformative. anal attitude on check in - 2 kilos over and they charge you (i was 6 kilos over with airasia and they smiled and let me do it). they let me chose my seat on check in without even charging. altogether, best budget airline on the planet

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jerimmeeeee
AU
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Jan 03, 2016 3:42 am EST
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i have flown airasia a 100 times. never had a problem. in contrast have found both jetstar and virgin blue so bad i will not fly them unless absolutely necessary. give airasia another go. they are a really great budget airline

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JELLAY
Surrey, CA
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Mar 28, 2014 10:28 am EDT

THIS IS HOW AIRASIA EARN MASSIVE MONEY, NO SUCH THING AS REFUND, THEY STEAL 100% OF CUSTOMERS PAYMENT.CUSTOMER SERVICE UNREACHABLE SO NOT TO FACE COMPLAINTS..

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AirAsia lost luggage

On 28 may 2010, I took flight ak 050 with couple of friends to macau. Our flight landed at macau airport app 10.15 a. M. Sadly, could not find my luggage on the conveyor hence, made a lost luggage report to airasia vide the macau airport authorities (‘maa”). Meanwhile, my husband tried calling the airasia customer service hotline but no answer for the next few hours & when he did finally get someone on the line, airasia advised my husband to go to the lcct terminal to lodge a report….. What the heck, what if my husband was calling from malacca or ipoh…what’s the point of having a number to call when they cannot attend to queries on the line? Having said all that, my husband did drive all the way to lcct @ 4 p. M. & was told that they had received my report from maa but still could not locate my luggage. Just told to wait.
Anyway, back in macau, I received a call from maa at 9.30 p. M. & told to claim my luggage from the airport. The maa told me to get an explanation from airasia, apparently the & lsquo;lost luggage’ was caused by airasia at lcct.
Basically, I had to spend $ to purchase clothings, undergarments & toiletries, pay for return cab fare to macau airport to claim my luggage & air asia did not even have the courtesy to call & apologise or the least airasia could do was to explain what the heck happened to my luggage! But this is what I think, they missed loading my luggage at lcct terminal & upon receiving my report, looked for my luggage, loaded it on the next flight to macau (Arrived at 8.30 p. M. ) & just assumed problem solved! How rude!
Would be good if someone can advise me where to lodge a formal complaint to airasia.

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Bbabu
GB
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Jul 27, 2017 7:19 pm EDT

Took a flight from Brunei to Kuala Lumpur and my checked in bag did not arrive in Kuala Lumpur. Lodged a report at the lost & found baggage department and had to rush to catch a connecting flight from klia1 to Osaka. Contacting the airasia staff with the number they have provided is an absolute nightmare! The phone keeps ringing out and eventually only the same 1 staff picks up during his night shift. It has now 3 days and my bag is still untraceable! Getting less hopeful. This holiday with my family who I see only once a year has been ruined! They provide no compensation. Have had to spend so much money to buy clothes, toiletries etc! Please airasia you need to pick up your feet and get your act together! Running a budget airline is not just about providing cheap flights! It is also important to think about your customers and provide reliable customer service!

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Sabahan
US
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Jun 01, 2017 12:15 am EDT
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Worst traveling experience. When I thought things couldn't get any worse, they promised to deliver my baggage to me by 10am the following day (after an hour delay and not enough in flight food to serve) but it's 1pm now and I am stuck at Kota Kinabalu without my medication, soap, towel and clothes. Called them repeatedly since morning but they just left the phone ringing. Looks like Air Asia is not serious in providing basic services to its customers. A total of 80 people had to survive the night without their baggage. Bye bye, this will be my last time flying with Air Asia.

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willxharris
GB
Send a message
Jul 16, 2017 10:03 pm EDT
Replying to comment of Sabahan

Did this get sorted out by them in the end? I am in the exact same situation coming off a flight from Bali via Kuala Lumpa to Mumbai. I'm now without any clothes, toiletries, towel or shoes in India. Yesterdays communication via phone wasn't helpful and i'm still unsure they know what's going on themselves.

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Guwahati bidisha
IN
Send a message
Apr 01, 2017 1:00 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Worst ever experience. Travelled through Air Asia from Delhi international T3 airport to Guwahati. After paying all the heavy amount on ticket and for overweight of luggage Air Asia has misplaced my luggage. Their ground staff are so mean and hopeless that instead of supporting they accused me that I have not deposited the same in check in baggage. After every possible follow up they somehow managed to find the bag and gave me back my luggage without all the valuables in it. So frustrating and irritating Air Asia.com

A
A
Abdullah Yousuf
US
Send a message
Nov 02, 2016 1:02 am EDT

Hi,
I have lost my baggage while I was coming back from jAKARTA last Friday.
I have complain in the Sydney Airport but till now no communication from Air Asia.
Looks like:cheap ticket:cheap services.
I will wait couple of days & I dont mind to go to the Media.
Also, my solicitor getting ready to send them action letter, see what what happens ?

Regards

Abdullah
suprovat.sydney@gmail.com

S
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stevehi
US
Send a message
Apr 21, 2016 1:58 pm EDT

Travelling on Air Asia from Perth Australia to Bali on flight QZ 535 on 9 th April the bags were intentionally removed from the flight. On arrival in Bali we were notified that the bags were not onboard. The bags arrived the next day after 24 hours. During the day we purchase goods worth $200 to get us through the day. The airline claims that they are not to compensate us for this. This is an intentional act by the airline.

I can be contacted on schiotis@bigpond.com

Regards
Steve

S
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Sarah Phillips
US
Send a message
Dec 27, 2015 9:12 pm EST

Think a big part of the problem is lazy ground staff- disorganised baggage loading- not caring because it's a sipper budget airline. I lost my small bag on a 45 min flight to catch a flight from BK to Bali - totally down to ground crew ineffiency -has ruined my Christmas in Bali - and they tell you they have 14 days to find it - I will be gobsmacked if it turns up Last time with this airline -sick of being treated like cattle. Pay more for service and peace of mind

M
M
Martin Stanbury
MY
Send a message
Oct 15, 2012 4:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

We flew from Johor Bahru to Kota Kinabalu last Thurssay night. checked in then went to board and the hand luggage was over wieght, so had to pay RM490 in excess lugggage, then I had to take the bag all the way to the plane and then staff took it to put in Cargo. then when we got to KK, the bag did not come out of the luggage pick up. a lost bag official docement was filled out, the following day we attentded air asia and again no bag/case. so we went to the bank on Sunday afternoon to do a normal transaaction and found 24, 000 RM gone! so we nade police reports SUnday then CIMB bank report today...til now nothing happened to recover the money.
in the bag/case was all our legal documents, cheque book and jewelry fro our business. Asir ASI HAS NOT AND NEVER CALLED US! i AM TOTALLY PISSED OFF AND NOW 24k LESS IN OUR BANK. someone from that bloody airline has stolen our bag and farusdenlently cashed cheques...air asia is a bunch of cheap no good ### and I will be suing them and want them to seffer like my family has!

B
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batman look for badman
MY
Send a message
Jan 19, 2013 1:45 pm EST

###er airline n like a sucker chick !
GOD BLESS THEM (Hopefully)

M
M
Mr.Suryono,Uung
ID
Send a message
Nov 08, 2012 2:29 am EST

My son, Steve arden suryono has repotted the lost of his black berry mobile phone from Beijing to K.L. sometimes ago and never heard anything from lost and fond.We went to the office and reported.Pls let us know.rgds, Mr.Suryono, hung

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PatriciaNg
MY
Send a message
Jan 21, 2012 4:36 am EST
Verified customer This complaint was posted by a verified customer. Learn more

I flew in from Jakarta to LCCT yesterday 20 Jan 2012 via AK1381 flight which was delayed from 8.30am to 8.50am. My booking number is L49SKV. When flight arrived LCCT at 12.20pm. By the time I cleared immigration and made my way to the luggage belt, most of the passengers already picked theirs up. There were a lot of other bags on the floor and I went to ask the Lost & Found counter staff who confirmed that all luggage down from flight. I asked him to look if any left behind and he went behind the belt and came back with 1 luggage which was not mine. I asked him to double checked again in case more are left behind and did not get onto the belt but he said he found only 1. He then proceeded to make the BAH or Property Irregulariy Report and took down all my particulars. I told him what is next and he said he will check with Jakarta to see if luggage is there. I informed him how long it will take as I need to catch my bus from LCCT to Ipoh and he said for me to go home to Ipoh and once found, they will send back to me. They will call me to update me on their findings. In between from the time I reported before 1pm to my reaching Ipoh around 6pn, I called many times but most times busy. Whe I got through, I was told that KL side has lodged report to Jkt side and that KL has not got any reply. I asked them why didn't they call instead? I called again just passed 6pm and was informed that Air Asia Jakarta had replied to KUL's email that they cannot find my luggage and that I should call again today afternoon. I then asked what did that mean? Was my luggage on the flight or was it lost in LCCT airport? The lady who picked up my call said they will contact Jkt again to get details of tracking numbers to see which is the cause! I have been calling both Jakarta and KL side again frantically looking for where my luggage could be. If the luggage was on the flight and someone had mistakenly picked up my luggage (which was very visibly marked with a bright green ribbon on its handle so that can be differenciated from the rest of the black bags), then at least if we had known this yesterday, we can see if those baggages that looked similar to mine that are still left on the floor, the owner of those bags could be tracked. Air Asia - I have always been a huge fan of yours and have flown many times as well as my family members and somehow, the relaxed attitude of the staff here on the ground (LCCT) have really and sorely disappointed me. In this luggage I have many presents and momentos for my family for this Chinese New Year and losing my luggage except for the clothes on my back have left a very bad experience especially all the sources that I have came in contact with seemed to be not helpful at all. There seems to be no one of authority that one can speak to. Being in the dark after making the BAH report and not knowing what had happened to my luggage and being promised to get calls from the Lost & Found which never came unless I was the one to contact; all these are starting to shake my confidence with AirAsia handling. I need someone to contact me urgently! My Report ID is BAHKUL12A00232 and my name is Ms Ng.

ComplaintsBoard
L
2:21 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

AirAsia miss flight

I am a frequent flyer of air asia for the past one year to bintulu and indonesia and this was the most frustrated incident with air asia. Air asia and management are really blood sucker, worse than 'loan shark'. Th e story is as below:
On 27/5/2010,. I was late in connecting flight qz 7696 from jkta to kl due to heavy mist in palembang.In fact my colleague had earlier taken the innitiative toinform sales office in jkta airport on the matter but anywhere when I arrived 15 minutes before the take off time, the counter was already closed. It's fair and I didn't blame them for it. The problem was I was put under standby list and paid rp 2, 000, 000 for the actual amount of rp 1, 989, 700 on the following flight qz 7692 at 13:20hrs. I obtained the boarding pass about 35monutes before take-off and while waiting for the staff to issue me the itenarary/receipt, I proceeded to fiscal counter to declare free tax as I hold working permit in indonesia. It took me 10 minutes to clearit due to long queue (Long holidays from 28/5 to 30/5) but some how the receipt was not ready then. By the time I got it, stamp at immigration counter, I was left with 5 minutes where I ran like a mad dog in order to catch the flight. Somehow by then the flighthas left and the staff recorded my arrival time at the gate at 1332hrs which should be 1322hrs instead. Myquestionis why wasn't any announcement made to those customers who were late as the boartding pass had all customers data in the first place. I returned to the counter but there wasn't any apology and the supervisor commented that it's a norm here. I was again offered to put in standby list on the following flight at 15:00++ which I spontaneously refused and turned to mas and purchased the ticket for flight mh 724 at 19:45hrs. No refund on whatever by air asia including the airport tax of rp150, 000 until mas staff advised me to do so. Why are your staff so corrupted, no courtesy and manners to serve the customers and where is your system and training programme in order to make things intact. A real bad experience in my life where I spent 17 hours from my staff house in palembang to my home in puchong. Air asia sucks! Compensate me please unless you feel your staff are right! Always remenber we are malaysian with ego. It's a big shame to air asia & very high profile tony fernandes as md of the company!

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PaulK
MY
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Jun 04, 2010 11:16 pm EDT

With AirAsia, the price is right. That's about all.

ComplaintsBoard
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8:26 am EDT
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AirAsia tony fernandez

Airasia is really sucks. It is operated by a group of conmen who organise themselves as airline operators. This airline is called airasia.
Sometime ago I took airasia to one asian country and I swear not to take this airline again to wherever destinations. After a few years I broke that promise and try this airline hoping that the team led by tony fernendez would change and not shortchanging their customers (Polite way of saying not cheating their customers). I reliase that oldways are hard to change. Profit must be everything for tony fernendez and his team.
When you dont deliver what you promise you cheat on your promise. A group of people who cheat are called conmen. Tony fernendez and his people are a group of conmen.
My family and I book to travel on this stupid airline kuala lumpur/jakarta/kuala lumpur on 27/05/2010 via qz7693 and return via ak389 on 30/05/2010. Qz7693 was delayed by more than half an hour without any notice. Half an hour may be tolerable.
Ak389 is another story altogether. Having checked out from my hotel at 4.00pm jakarta time, send off the driver and was at check in counter at 6.15pm, I was informed by this stupid airlines staff that there was a delay and the new takeoff time is at 11.45pm instead of 8.30pm. Just like that and we were left high and dry!
Attempt to contact customer service department by phone both at jakarta and kuala lumpur failed as it would appear that this airline do not install phone line, they just subscribe to ringing tone and boring monotone voice box. Anyway do this airline have any customer service department in the first place?
My questions is that why bother to take our phone number at the booking time when such a lenghty delay cannot be informed?Would tony ffernendez and his team compesate us for our food expenses, inconvinience etc... ,
Arriving at godly hours and children having to miss the school is not the concern of tony fernendez... Bye airasia, now everyone can fly with a lot of hassle.

Read full review of AirAsia and 5 comments
Update by Dmtm
May 30, 2010 9:02 am EDT

cheap rate doesn't mean that you can cheat.

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spike_thru
MY
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Nov 26, 2010 5:34 am EST

I've had several grievances with airasia on many occasions, such as when I 'manage my account' to include more checked baggage, the earlier pre- booked meals was left out, ending up that there was no meals on that flight even tho we had paid for it. 2nd time, there was a double booking (coz 1st time there was no confirmation (no number..nothing) & when making a claim, they supposedly give a credit shell for 3 mths, but when I tried to access my account, they said ID not valid but when I tried to register same ID & same password they said user is already registered. See...?
But the last straw is when my frens & I booked a GoHoliday 7D/5N India package(still under airasia!). Note the itinerary on day 6 - "Day 6 : Agra – New Delhi – Departure 200km / 4 hours. After breakfast at hotel, depart by surface for Delhi . Time for last minute shopping thereafter transfer to airport to board flight for onward destination".

Can you imagine awhole day non-stop program frm travelling 200km by road to Delhi, to last minute shopping, to packing & finding own dinner AND taking a 5+hr flight, arriving at 5.15am atLCCT! And your 7days package ends at 5.15am. And when we complained & even offered to pay forthe mendment fee for next flight & bear one extra night hotel costs (we're senior citizens, we cldn't take the hecticness & exhaustion... we have our own health hazards), they just turned us outright!

Can anyone suggest where we can lodge our complaint? Airasia has turned monstrous... not only they don't bother abt elderlies as they used to... they're not user-friendly at all.
That's why I said that if we're involved with airasia, we'll be at their mercy!

S
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spike_thru
MY
Send a message
Nov 26, 2010 4:58 am EST

airasia's slogan should be 'Now everyone can fly... at airsia's terms and mercy!'

L
L
Lost RM3295 with Air Asia
Bruton, GB
Send a message
Jun 27, 2010 10:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Be very careful when booking with Air Asia. If you have to change your flight or cancel they will NOT refund your money. This is OK if you spend $10 but if you book a long haul flight they will keep your money.

Pay a little extra and book with a proper airline and do not risk losing your money.

I have learned the hard way with the Air Asia.

D
D
didihh
CN
Send a message
May 30, 2010 10:11 am EDT

Hello,

M

How are you doing? Hope you are alright.

Last week, I bought Many items.

it is very cheap and I get it in 5 days. The quality is very good.

The site also sell Sneakers, handbag, purse, jeans, sunglass, hat and so on.

I never forget to share good things with friends.

So, if you are interested in it, you can have a look.

I think you will get some surprise.

This is their : www.newgoing.com

D
D
dfdsfds
AU
Send a message
May 30, 2010 8:40 am EDT

man air asia is the cheapest air line. and because they providing cheap rates, other airlines think twice about their rates

ComplaintsBoard
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2:08 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

AirAsia rough ground staff

I will never forget about this experience in my life. I know the reason that i was use Air asia for many many time is 1st because of they have better rate but it's doesn't mean the staff could be rough to the passanger (Costumer whos paying they salary, no costumer no job it's mean no salary), i really don't have idea why that they did it (maybe because of company paid minimum salary so they gave minimum service too to costumer or personal problem which they brought to professional work area, honestly i just guess).
This is the story, it was arround 26 of february 2010, i have flight from Singapore to Jakarta at 08.45 pm or.. Sin time(i forgot), i was arrived at the airport 1(one) our and 15 min before departure but guess what they already close the checking counter (i should be arrived at the airport 2 ours before but the immigration of this my neightbour country give me problem because of ME is the Indonesian passport holder which they close neightbour country BUT that doesn't mean i want to overstay or work in this really really nice country!)
Then after that i went to the table which they call themself Costumer SERVICE (hahaha, , , its a joke) and i asked clearly "Excuse me which checking counter are going to Jakarta?" and She just answer with one of her ekspensive finger direct to the some of airasia checking counter, , , and i ? i sad again "i'm sorry which counter mom? it is going to Jakarta?" and she just nod. I really upset and i said ok thank you.
i went to one of the checking counter and standing in line for 15 min until i decide to ask again to one between MANY of them(airasia ground staff) "I'm sorry i'm going to Jakarta, , ..(it's not finished)" then he said "Oow Jakarta, your aircraft is taking off already"(He think the problem will be finished when he say that)
I said "Haah! OMG are you kidding me? but it's 52 min BEFORE your schedule, how come the aircraft was take off?"
then he said "ya, i'm sorry i couldn't help you".
Then my housband coming and of curse he was surprise when i said i missed my flight. We went to the costumer SERVICE ask AGAIN, talk, talk and non of them want to solve the problem(they are lazy), we really mad (They said "DON'T BE UPSET, WE JUST DO YOUR FAVOURS") EXCUSE ME!
And finally there is one of beautiful arrogance lady who called herself Active MANAGER showed, she is prety arrogance and showed that she has POWER over there, she said to me "DON'T YOU HAVE A MOUTH to ask! AIRASIA DON'T TALK TO PASSANGER LIKE YOU!..."
I said "I am, I ASKED THIS LADY ALREADY...! i still remember that in my ears how arrogance she was with me that time, i am not happy with that and told them to have someone else who MORE WISE than this sh****t(i'm sorry). But it's not over, she TOLD US TO GO OUT! and ask them TO CALL POLISH or Security or whatever, , , , (i think nobody wants to call polish that time, and i'm not afraid at all)
Finally, finally, ...God is sent one of wise guy from airasia which at least could solve my problem event if i lost my ticket and buy another ticket for 09.30 am day after that(its mean i should get the hotel)
Really i felt sad for my husband, he was tired waiting until i leave the super nice country and then driving to the border and million thing to do in the office. ~_~..

>what i mean IS...THIS IS part of the service to arrogance to Costumer?
>And i think i paid the ticket with the real money not with the kiss, so it's not free, , , why they said "THEY DO FAVOURS TO COSTUMER?"
>At least don't got the perfuntory worker whos said dumb word like them.

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Tony_Fernandes
MY
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Oct 29, 2014 1:10 am EDT

I completely agree with you. This is quite typical attitude of Airasia staff and personnel, they're known for threatening customers by calling in the police, stealing your credit card information if you choose to buy your tickets at the counter using credit card, asking you to buy another ticket because their lousy system doesn't show info about your tickets, lazy staff on board, rude staff on the ground, using pornographic gestures in their advertisements (check their ad "the new girl has finally arrived, she's twice the fun and half the price"), use [censored]s and prostitutes as flight hostesses, it is a very lengthy list. The list also includes not allowing paying passengers to board, deteriorating safety standards (safety not guaranteed because it's on operating on low budget). I honestly do recommend all people to stop flying with this flying [censored]...

About AirAsia

AirAsia is a low-cost airline headquartered in Malaysia, offering domestic and international flights across Asia and beyond. It provides affordable travel options with a variety of flight schedules. Additional services include online booking, seat selection, and in-flight purchases.

Overview of AirAsia complaint handling

AirAsia reviews first appeared on Complaints Board on Feb 25, 2008. The latest review Flight tickets refund was posted on Nov 19, 2024. The latest complaint Flight Credits was resolved on Sep 13, 2023. AirAsia has an average consumer rating of 1 stars from 1653 reviews. AirAsia has resolved 132 complaints.
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  3. AirAsia emails
  4. AirAsia address
    LCC Terminal, Jalan KLIA S3, Southern Support Zone, Sepang, 560025, Malaysia
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    Jun 30, 2025
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