AirAsia
reviews and complaints

Can you believe this which was happened at KL Air Asia on Jan 29, 2011
1.) Racism
The term and condition are not in Chinese. If you were not English educated, remember to hire a translator (best with lawyer) to read through the agreement prior to purchase. Everyone can fly with Air Asia and bear your own risk if you did not understand English.

2.) Too civilized ground staff / customer service
The ground staff will tell you that your dB (noise level) is too high (not too sure whether there was a dB meter at Air Asia customer service desk) and if you ask for permission to record your conversation with Air Asia ground staff as an evident, they will directly share with you that Air Asia will sue you for recording the conversation. If you insist to record your conversation, Air Asia ground staff and customer service will ask security to “move” you away.

3.) Interesting Price rate
When you ask for rate of same flight at the same day, watch out…. Air Asia customer service might share at least two different rating within 30 minutes.

4.) Interesting flight schedule
Air Asia might tell you a flight schedule that has already been cancelled. Either the computer system or customer service staff was not well train

5.) Friendly reminder to Northern Chinese – Your dB will surely exceed Air Asia dB requirement. So, if you plan to fly with Air Asia, then you better learn how to lower your normal dB.

6.) Friendly reminder to all non English educated human being – seek for lawyer to read Air Asia term and condition before fly with this specific airline. Furthermore, hire a translator as when you experienced difficulty, this person will be the best help to you and your family, and not Air Asia ground stuff or customer service.

7.) Do not trust Air Asia On-line Sales Team
They will say one thing, and the ground staff / customer service will do another thing, which is totally disaster to consumer.

8.) Excellent communication system in case of emergency
When there was an emergency happened, Air Asia ground staff and customer service will ask you to file a complaint at Air Asia website. And they are so helpful to remind you that you have to pay for the hot line.

China Southern Air line has reduced their price rate tremendously from Guan Zhou to KL and Penang since 2010.

I lost my baggage while travel from new Delhi to kuala lumpur on air Asia flight D7 2507
I made a report ( PIR ID BAHKUL11A00669X)
But there is no response.
I'm very upset because I lost some very important documents.
I plan to take a legal action against air Asia.

Ashish
(+65-[protected])

On 24th january 2011 i have booked a flight for myself my wife to board a flight on the 31st january 1025 from guangzhou to kuala lumpur, (booking ref:x4ftpv) , and almost after the can - kul booking i have booked another connecting flight from kuala lumpur to kuching at 1845 the same day. (booking ref:k9sqxd)

On 31st january 2011 me and my wife were 2 hours earlier to arrive at guangzhou baiyun international airport. by the time it arrive at our turn to check in our luggage i was told to wait, the time on the airport’s clock was 8. 55am, me and my wife were made to wait, together with everyone that were made to wait were 13 passengers including both my wife and myself.
At 9. 50am there were no reason given and we felt funny and lost our patient. the staffs at the counter dealing with luggage check in were obviously chinese airport staff, there were not even a single airasia staff coming over for any kind of explanation. 13 of us decided to proceed to airasia office, well its not an office its just a temporary counter 50 meters away. 2 staffs were there in the counter busy with there computer. we were wondering why there are no one that to forward to us.
Now the funny thing happened, we were told the flights were fully occupied by passenger. we just cannot believe with what were heard, all our tickets were booked and paid in full days in advance and the airline were telling us that someone have occupied our seat, and therefore we have cannot board the flight anymore. some passengers even shows to the staffs there e ticket with selected seat booked and paid for. can i conclude that airasia sold the seat to 2 different passengers at the same time, isn’t this a commercial crime? what is the different between this to a con man that sold his car and taken full payment from 2 different buyers?
Now come to the solution stage, the airasia staffs obviously have no authority to get us to board another airline, unless they are willing to pay from their own pocket. they are no ready to responsible for any subsequence delay in our connecting flight, nor they are deal with any losses of time, hotel that we have booked for holiday and etc. the only alternative they are willing to do is to change our ticket to the next available flight which is 8 hours later, which means i have to board the 6pm flight the same day, 8 hours later from our original flight, arriving at 11pm at kuala lumpur, by then i will have to board another flight the following day at around 6am to kuching. the staffs informed us that i will have no choice but to sleep on the chair in lcct for the next available flight. the other passengers involved in these incidents will have to go through the same thing, sleep on chair wait for the next flight to langkawi when we all arrive in lcct around 11pm.
An airline that bear the national flag have put every into shame, especially when this is involving foreign tourists, the group involved were 6 of them heading to langkawi, by an horrible airline that resold their tickets and made them to sleep on a airport chair, wasted a day of their precious holiday and expensive hotel room. , yet with no reasonable compensation nor explaination.
The incident was video recorded all the way and i am speechless on airasia manner, losing confident on this airline and feel ashamed of seeing the national flag sticking on the airbus. they have not only destroyed the tourism industry but leaving a bad image for all malaysian.

Now can i conclude that passengers are not getting ‘on time guarantee ‘nor that they are guaranteed a seat even is the seat is booked and paid in full. they will not responsible for any damage on the holiday package and will make you to suffer at your own time. this airline destroys the image of malaysian, and the tourism industry within the region.
Their website are made so complicated that you will not be able to get in touch with them to immediate solution, there are no section anymore to file your claim and no direction for effected customer. you will be made to pay premier phone call for a damage they have done. i would call for the government to take any necessary investigation or action against airasia, before they are allow to have a national flag sticking on their airbus for their substandard, surviving by a business strategy that constantly violating on consumer right.

I wanted to fly on 30 Oct from Yogyakarta to Jakarta and later that day from Jakarta to Bangkok.
I got an SMS in the morning that the first flight will be delayed. So I rushed to the airport and bought another ticket.
Then I went to the Airasia counter to ask for a refund, but the supervisor told me that I can still take the delayed Airasia flight and I wouldn't miss my flight to Bangkok. So I gave back the ticket that I just bought with LionAir.
Later when I wanted to check-in with Airasia your supervisor came to me and said that the information given out before was wrong, because I would not catch the CGK-BKK flight if I take the delayed Airasia flight. I had to buy a new ticket with LionAir again! But at least the supervisor promised me that I will get a refund from AirAsia on my credit card. With a lot of running and sweating I just made it to catch the CGK-BKK flight.

As the money never arrived and also no email from Airasia I began to worry and thought I send an enquiry on your website, but got ignored 3 times!
So I called the Indonesian number the first week of January 2011, where I got told that my refund is available on my profile now, but one can't see this unless doing a new booking while logged in during the payment procedure.
He was right, I had to make a fake booking and on the payment page to se the refund.

Today I wanted to book a flight and to my surprise the system has changed and my refund isn't visible anymore.
So I called the indonesian number again to ask how I can now use my credited refund money to book this flight. The answer was: Your credit has expired yesterday!
Then I did a live chat with AirAsia and after 30 mins I could talk to someone who just gave me an email address, but there I got ignored again!

This is the file of Air Asia policy to what ever not to pay a refund of taxes. Legally this is stealing money a criminal act.
AirAsia miss. Syazrina
UK Support ( Air Asia X)
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia
Cc: Ann Perera; Holi Erlambang Soedradjat
Subject: Re:
PLEASE ACT NOW !
you have send 96 malaysia ringit instead of 96 BRITISH POUNDS

PLEASE DEBET pay into m my creditcard today!
96 British pounds
(or 532, 63 malaysia ringits myr)

----- Original Message -----
From: AAX UK Support

Sent: Friday, November 26, 2010 4:40 PM
Subject:

Dear Sir/Madam,

Referring to your feedback Please accept our apologies for the late reply.

With regards to your enquiry, please be informed that your airport tax refund is still in process. The amount for refund is GBP 96 because GBP 5 will be charge for the refund processing fee. It will be refund back to your creditcard.

We apologise for the inconvenience caused. We truly appreciate your valued patronage and we
look forward to welcoming you back again soon.

Should you have further enquiries please feel free to email us back.

Sincerely,

Afif
UK Support ( Air Asia X)
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia

today and last week the check-in in Bangkok was a disaster: baggage drop queue for 40 minutes waiting. But it is not the capacity of the airport: Air Asia Thailand was only prepared to the mass of people with two ground staff for one baggage drop counter and another two to three international check-in counters from 6pm to 7 pm. Although Air Asia has 15 counters available in Bangkok, they opened only 3 or 4 counters.
There is no point in checking in before in Bangkok, because you might wait even longer in Bangkok. Hopefully they work on resolving things!

Hello,

I have written 3 times to air asia customer service regarding the flights (Code s7rule) of my father (Jean-claude filippi) and mother (Laurette filippi).
They were supposed to fly to asia last summer but few days before departure, my father had a brain aneurism.

In my first email I asked how to proceed to cancel the coming flights and get our money back and offered to post a medical proof of my father being unable to fly.In the 2nd and 3rd email, I was asking for our money back.

I never received a response apart from the automatic message that says that someone will respond within 5 business days.

I also tried calling the uk number before my departure but stayed on the phone for 15 minutes without a chance to speak to anyone and the phone to uk from turkey (Where I leave) is very expensive.

I would really appreciate a response.
Kind regards,

Geraldine filippi

Hello air asia delegate,

Assalamu alaikum. My name is maksudul alam. I made 2 bookings (S3rw8f & v7m4kz). I am having problem with them. No one in air asia (Neither call centre nor customer care) is helping me at all. I need to modify following items from these bookings.

(1) I need to save 21 myr by removing air asia insurance return from booking no s3rw8f. I did not choose any insurance by myself. It was added automatically. Please remove it.

(2) I need to save 5 myr by removing advance seat request (18d, kul-dac) from booking no s3rw8f. I did not know it will require money as it was free between hnd-kul. Please remove it.

(3) I need to save 30 myr by removing upto 15kg regular baggage from booking no s3rw8f between kul-dac.

(4) I need to save 12 myr by removing briyanirice meal from booking no s3rw8f between dac-kul.

(5) I need to save 1, 000 jpy by removing upto 15kg regular baggage from booking no v7m4kz between hnd-kul.

Please please please help me. Please feed these amount to the card. Thank you in advance.

Kind regards,
Maksudul alam
Tokyo, japan

2 incidences occured within short period.
1st incident : I did a cancellation air tickets due to medical reason with doctor's letter and accepted & approved by Air Asia to refund the air tickets fund in the form of credit voucher for next booking. However, I was given wrong info about the cancellation fee which is RM10 per item (I got 3 items means fee should be RM30 deducted from the refund ticket fare). I was shocked when I called again, another customer service staff informed that the cancellation fee is RM330 and your refund is just RM16. If I knew it in the beginning, I will definitely won't do any ticket cancellation coz it cause me to waste a day leave to get the doctor's letter and spend more than RM50 to call and call their so called premier line (RM1.95 per minute) and always need to wait 3 to 5 minutes to listen to their promo products. Till todate, no reply from the Air Asia, despite of the customer service staff said that she will report to the management. No reply from them more than 2 weeks.
2nd incident: I had make an online booking with Air Asia and money had been successfully transferred to Air Asia for the booking of tickets. I didn't use the credit voucher of RM16 from the 1st incident as it is yet to solve the issue. Upon checking in at LCCT, the counter service staff said my booking has been cancelled. I asked him, why? He couldn't answer me. Then, he said maybe my account has no sufficient money to pay the tickets fare. This is really made me angry, as I remember that I had on the spot checked my account which has been successfully transfer such fund. The Air Asia staff said he can made another booking tickets for me but need me to pay extra after set off earlier ticket fare which has been cancelled by Air Asia. I totally shocked & confused when he offer me that way coz earlier he said my account has insufficient money, how come he able to set off the earlier ticket payment. By right he should collect full ticket fare from me. ? I feel this staff is trying to chase me away from the complaint by giving what ever reason as long as he able to win the conversation. Due to the tight schedule, I force to take the tickets (without insurance cover) and pay the balance. My ealier booking has include insurance coverage. The flight time is further delayed by 2 hours and ruin up my plan. My unsatisfaction and doubt about Air Asia are as follows :
1) Do Air Asia has ultimate right to cancel customer's booking although the company had collected the payment from its clients?
2) Why Air Asia cancelled my booking without giving any notice via sms, email or contact my handphone?
I had provided all the email and handphone number. In fact, I did checked before I went to airport on the flight day.
3) Why Air Asia does not have any complaint section / dept to handle customer complaint or feedback?
The staff at counter checking has no authority to handle although he said he is the one and only person to talk with but sorry to say that useless and not effective.
4) Shoud Dato' Tony review back his internal structure of staff organisation? Although Air Asia still the most welcome airline and peoples' choice coz cheap, cheap and cheap but nothing.
In long run, cheap has its limitation and people will rather take a reliable airline by paying a little extra.
Reliable is more important than cheap especially in airline.

On 21 Dec 2010, I took flight QZ 8396 with my wife for honeymoon to Bali at 11.50 am. Our flight landed at Denpasar airport app 2.50pm. Sadly, could not find my luggage on the conveyor hence, made a lost luggage report to Airasia vide the Denpasar airport authorities. At same time I did mention to personal in changes that I will going stay at Legian Kuta not as plan at Lovina Beach once found my luggage please given call to my mobile accordingly for me to inform the new hotel address. They did call me at 3pm on next day and I inform the Hotel detail accordingly to them, upon that myself and my wife tried calling the airasia customer service hotline in Bali but no answer for the next few hours until 7.30pm at last we decide to go to airport at Despasar to check the my luggage status and we found my luggage in on the way to hotel which I stay at Legian street and it been delivery at hotel 8.20pm

My complain

Customer service and the way they talk with customer at so rude! Anyhow this is budget airlines we are still pay for it we should received right service

Basically, I had to spend $ to purchase clothing’s, & toiletries, pay for return cab fare to Despasar airport to claim my luggage & Air Asia did not even have the courtesy to call & apologies or the least Airasia could do was to explain what the heck happened to my luggage!

Would be good if someone can advise me where to lodge a formal complaint to AirAsia

Best regards
G.Sivaganesh
[protected]@hotmail.com
[protected]

First time booking on line in air asia and given me a bad experience….. I made an online booking for travelling to phuket on the 21st december (With booking number l36yfv) and from phuket to singapore on the 25th of december (With booking number e3qqks) for christmas holiday on the 19th of november. But due to the internet error the date issue happened to be 21st november. Affirming on the reliability of air asia I did not cross check with the travel booking. It was only on 21st december when I went to the airport the person in the counter pointed the error. I purchased 3 tickets for a monetary value of 16, 000 bhat. When I together with 2 family members of mine did not check in at the airport on 21 november, 2010 and subsequently on 25th november, the airlines staff did not care to call or inform me, even if all the reservation has my contact details. Additionally I have already made a hotel booking in phuket and in singapore for the concerned date in december and now with the tickets not being available I have lost the entire amount. Since I was not able to avail the tickets at all I would want the airline to refund the tickets. Since this fiasco is primary owed to internet error and the airlines negligence—not following up on passengers check in information or being responsible, passengers should not suffer due to the airlines negligence. Due to the negligence, I have lost money not only for one flight to phuket but also money for tickets to singapore and hotel booking. If I didn’t make it to the first flight on the 21st november and then the second flight on the 25th november, I deserved to at least get one call to tell me about my tickets. When I checked in with the airasia staff at the counter, they said that I could not get the refund as the date had expired and they simply refused to help me. I requested them to put us in another flight to singapore (I was ready to lose my flight from bangkok to phuket) , made several attempts waited 2 hours at the airport to see the concerned personnel tried calling in call center of air asia but no response. I have already lost a hefty amount and now have to make another booking to singapore to save the and hotel return flight cost on 28th dec, 2010 from singapore (Booking made in tiger airways and which was possible without any errors and hassle) please give me ideas to highlight my complaints….. So frustrated with their customer service and the systems booking on line…..In cases like this airline personnel have to be accommodative as at the end it is all about good customer service and credibility of the airline, if this is how customers are responded, the way they are in loss due to the laxity of airline staffs airline will simply lose its credibility and trust from its customers and reading the forum I feel issues like this are already causing customer dissatisfaction. At this point fo time I am still looking for some recourse to mitigate my loss and I would like to claim for the refund from the airlines.

I ganapati narasimman and my wife sukanya narasimhan were booked to travel vide pnr pcrgrx by d72517 on 26th november 2010 but when we presented our tickets for the chk in we were denied boarding stating that we did not have necessary transit visa for kul though we were taking the same air asia flight ak362 on 27th november 2010 to bali vide pnr eyzuqa and x4z7gv. We had to then travel via singapore by incurring huge expenses now rquest for the refund/credit note for the bom/kul and kul/dps

I was searching for a Air Asia Customer care service numbers & I came across an article which has giving words to my feeling, it was" It's pain to call air asia". However there was a reply from Mr.Tony saying that in february 2009 this problem has been overcomed. But let me tell you today is 26th November 2010 & the situation is still the same or should I say it is worst.
I am trying to call air asia from last 5-6 days to get back my money which was deducted from account but no booking was done because the server got hang in between. Everday day I am calling at least 2-3 times to air asia customer service but all I get to hear is promotions & promotions of air asia but I cannot catch hold of any operator/representative of air asia. Further to my pain, I was calling at a premim line for which I have to pay RM 1.95 per minute but still I hang up for more than 20 minutes no answere only promotions & promotions. Mr.Tony please give me some relief by letting me know how to contact air asia to get back my money.

Now I am fedup I dont know whom to contact to get my money back. Further more I did register myself for the live help. However I didn't got the email/message from Air Asia confirming my registration so I cannot login. I have tried to register using all my email id's but I didn't got confirmation for any of this email. Further more I lost time in doing all this & so my ticket cost is increasing day by day as the flying date is approaching closer & closer.

I, dato' ang choo hong and my wife datin tan kim lian booked the above flight online on 13-10-2010 with prebooked meals and paid for them (Total fare paid rm602.00)
When we boarded the above flight on 13 nov 2010 we were not served the above meals despite us showing our printed itinerary that showed the prebooked meals. Your sfa muthukumara (2709) insisted on refering to her own document and not ours, and even comented that we may have booked a different flight.
Your inefficiency, uncaring and unprofessional attitude has caused us embarrasementand mental and physical suffering.
We now demand:
1. A refund of rm24 for the meals paid for.
2. An apology from top management
3. A token compensation of rm48 for the embarrasment, mental and physical suffering that we endured.
I would expect a personal response (Not a standardised computer reply) within 7 days of this mail.

Dato' ang choo hong.

Dear Dato’ Tony Fernandez (Though I know that this email will not be escalated to Tony),

I would like to log an official complaint on the AirAsia customer service.

The service provided was horrendous!

On the 1st Sept 2010, I made a booking during your promotion; flying from KUL- BKK. At that point of time when the booking was made, the AirAsia site was hanged.

There wasn’t any confirmation after I have keyed in all my credit card details to make payment and it went back to the home page.

Therefore I’d assume that the transaction wasn’t successful and proceeded to make another booking and it was confirmed.

To my surprised, I received TWO travel itineraries thru my email the next day when I checked my email.

Immediately, I called your customer service hotline. After waited for more than half an hour, finally someone answered the call.

Having the confidence that AirAsia will resolve my issue, I did not take down the personnel’s name.

I have informed the agent my whole situation, that I wanted to remain the first booking i.e (Booking No: Y2YC3Y) and cancelled the second booking (Booking No: XZRSYR).

But the agent informed me that AirAsia is not able to refund the amount into my credit card and be able to refund via credit for future booking.

I have insisted it to be done or I would like to speak to a manager who make a decision.

A standard call center answer was given as usual..” oh my manager is having meeting. There’s no manager available. We will get someone to call you back”

After a week, I still have not received any call from AirAsia.

Therefore I made another effort to call AirAsia again and this time round I’ve spoken to Juliet.

Again I’ve explained myself and requested to speak to a manager.

The standard answer was given again. I refused to put down the phone because it was so hard to get to you guys and I know you guys will not call back.

True enough, I received NO call back!

A week later, I called and spoken to Loong. Again explained everything again, he was being rude and said will get some one to call me back.

This time around, the next day, I got a call from Esther. She told me that AirAsia will need to check whether there is any system error on that day and will get back to me in 3 working days. .

That means, u guys are doubting on customer words.

But it’s ok. I gave u guys a benefit of doubt, hoping that you will really check and call me back.

To my disappointment, NO ONE call me back ever since!

What an appalling service!

Your customer made the effort to follow up on the issue but you guys are taking it for granted!

Imagine the amount of time that I have wasted for all this awful service..

I demand an explanation and solution for the whole situation in 2 working days!

If there’s no appropriate reply from you guys, I will not hesitate to take this up to the press, blog and consumer rights!

Your disappointed customer,

Natalie Goh.

Beware of their refund practice! Never in my life have I waited for more than 7 business days to receive a refund! First, they don't inform you how long it takes. Second, you constantly have to follow up on it because everyone tells a different story! Their service is crap and it'slike talking to a script reading robot. Now I see how this low cost carrier really make their money! They simply rob you! Now they have rm3, 099 of my money for a tour I booked and I haven't seen a penny back! Reason for refund? They had incomplete website at the time of booking. Think about it, would they give me a refund if I wasn't right? Someonething's definitely not adding up here! Someone who knows consumer rights of malaysia please tell me what to do!

Greetings!

A week ago I booked for a return flight for my cousin and her children.
November 26 brunei - kota kinabalu
January 04 kota kinabalu - brunei

November 27 kota kinabalu - clark
January 03 clark - kota kinabalu

All my entries were correct until I printed out the confirmation.
B4vs9m brunei kota kinabalu, thursday november 04.

I dont know what went wrong so the following day I went to airasia ofc at the brunei airport hoping that they can help me with my problem.
They then refer me to this address to send an email regarding this matter.
Can anyone help me so we will no longer spend onother money for booking another flight please help.

Please take note: from november 04 brunei - kota kinabalu to november 26 brunie kota kinabalu only.

Thank you and more power.

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

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.