AirAsia
reviews and complaints

Dear, I'm Hau Yi Ting and I took the flight D7 206 from KL Malaysia to Auckland New Zealand on 11:55pm 23/02/18. However, I wasn't aware the fact that I could complain right on the spot when I noticed my new baggage is being damaged at the Auckland airport, even though I have already asked for a fragile sticker and not to mention about all the scratchers I found on my brand new baggage. This shows how much the workers have taken care of the passenger's belongings. Therefore I'm writing to the customer service to file a complaint and hoping that Airasia can take a good action on refunding my loss. If I need to provide any further evidence, please email me [protected]@gmail.com. Thank you.

Pathetic Service | Rude Cabin Crew | No Respect

Despite multiple requests made for the mineral water, none of the cabin crew attended our concern. Noor Diana, one of the lady crew member in a very rude way asked us to wait until all the customers seated before us are attended. They were busy with explaining the food menu to other passengers but did not pay heed to the request of the mineral water.
My wife who wanted the mineral water for taking the medicine had to wait for over 40 mins to get it.

First of all, we are not allowed to carry water inside and then airline does not have any complimentary water service for the international sector and then we have to wait all the way long to get one bottle of water for 70 bucks.

When we asked the lady about the feedback form, she showed no sign of respect and instead asked the other cabin crews to pass on the feedback form.

Flight: D7 182
KualaLumpur to N. Delhi
Date : 19 Feb 2018
Ashish Makkar

Feedback form attached here.

Shame on the aircraft management. This was my third and probably the last air asia flight.

Say No to AirAsia

I flew from New Delhi to Phnom Penh with Airasia Airlines on 18 November 2017. Since its a low cost airline, I paid an addition of 150USD for my baggae. The airlines lost my baggage. After weeks of following up with them, they declared my baggage as lost and agreed to pay me a minimum compensation which does not even cover the cost of the baggage.

I have been following up with them since November 2018, however they keep blaming their other departments for the delay in providing me the compensation. Its been three months and I have been continuously following up with the airline, to no effect.

I have received an email from Air Asia notifying me about a rescheduled flight (QI56YI), when I contacted the company I had the ''shock surprise'' that the flight has been suspended. 3 options were given to me:
1.Change your flight to another time/date within 3 months from the original departure date; OR
2.Request for a Credit Account of the value of your booking which is to be redeemed within 90 calendar days from the issuance date for your future travel with us; OR
3.Request for a full refund of the value of your booking.
The point is that the option 1 is impossible to apply because the flight is suspended. Option 2 I'm not interested as its very limited and I'm in disadvantage as all the fares already have rose the price. Option 3 still in disadvantage as the money can takes long time to reach my account and probably I will lose money again in currency exchanges as well as all the fares have already rose price and I still have return flight booked from Philippines.
In additional of my complain before I was informed of the suspension of the flight I have booked hotel and bought flight tickets for travel inside Philippines, in short I'm going to lose money again.
If I haven't contacted Air Asia I wouldn't know about the suspension, because I have only been informed of a reschedule flight. Ive been trying contact Air Asia in all the ways possible as e-mail, Phone or chat, but unfortunately nothing has changed, the company keep giving to me the 3 options which are not applyable to me, all 3 are limited and not satisfying.
I'm flexible and just want to solve out my problem.

I have for boarding at bhubaneswar airport for my kolkata flight 1562 at counter lady asked for fooding and a very good south indian dishes with beverage at 220 only I paid with my debit card but no one serve with any food or beverage in the flight I was totally cheated it not the matter of rs 220 it the matter how you delight your guest with good service or with cheating I am privileged guest of jet airways but this was a horrible experience I ever had in any flight.
Please asked your boarding lady to send the proper detail to the flight crew to whom you have charged a money for food.

Hi
my self sunny saini. My wife is travelling from Delhi to Bangalore PNR is (QRNRKK) 16/02/2018.
I already booked ticket today I got a call form cuts care they said for lunch booking they called after that she asked my wife no. she called her and saying we dont have seats in between so u can book front seat its charge for 1100. she said not required. but they booked same
concern... 1. Why they confirmed booking without seats
concern...2. without confirmation why you booked our seat
concern...3 I want voice recoding of talking with my wife
concern...4.. future travel with air Asia is not possible
concern...5 why is that miss selling is there

Thanks
Sunny Saini
[protected]

airasia cancelled our flight from jakarta to bali at 2 Dec 2017, till now 12 Feb we still didn't get our refund. i open case with number [protected] and they said the refund is done but not credited in our account this case number :[protected], i contact them again with online chat many times and the told to wait another month, and now month completed !

my bank asked the following information but they didn't reply to me :

Dear Customer,

We understand your concern.

We acknowledge the receipt of the mail conformation. However, we are unable to find the refund details.

We request you to forward the conformation mail regarding the refund from merchant.

Kindly note that the merchant mail should consist the from field as the merchant mail id, to field as your mail id and date and time of the mail along with the below mentioned details of transaction to enable us to assist you further:

Date of refund

Amount of refund

Reference id/ payment id

We thank you for giving us an opportunity to be of service to you.

Sincerely,

U Naresh Kumar
Customer Service Officer
ICICI Bank Limited

Flew home last night on the 3.45pm flight from denpasar to perth. Ordered online meals. They came stone cold and chicken looked watery. My 13 year old couldnt even eat his. What a waste. My 5 year old woke up this morning sick! Throwing up and stomach pains! All he ate yesterday in bali was french fries... So im guessing the cold watery chicken and rice on ur flight... Meals were a disgrace... Then the drinks were warm :) haha. Meals over perth to bali were great... Bali home disgusting!

My flight 10 feb 2018 is AK 5131 from kota kinabalu to kuala lumpur. I have send two box with sticker fragile. But one is over size so I send to the over siza department. All the fragile sticked box is in good condition the goods inside also is good when the time sending. But when reach home and open up the box my tv is completely damage. The fact show evan fragile but not handle as fragile. What should I do now. The demage luggage tag number is KUL [protected].
And my booking number is GKYKRC.

Pada 7th Feb 2018, saya menunggu penerbangan AK520 ke Ho Chi Minh City di gate L18 dari jam 0610H. Saya kesal apabila seorang petugas di gate lounge telah memarahi saya dan membuat kenyataan bahawa saya dan 2 lagi rakan saya adalah 'typical malay' yang selalu menunggu panggilan akhir padahal tiada langsung pengumuman dibuat utk penerbangan AK520 dan saya berada disekitar gate dari jam 0620H. Saya sangat kesal dengan sikap petugas tersebut yang terus mengeluarkan kata-kata kesat sedangkan saya telah mula berjalan meninggalkan beliau. Saya sangat kecewa dan berharap perkara ini tidak berlaku kepada penumpang lain.

Dear sir,

Recently I made a booking with your new airasia big loyalty app.

Please notice, that you charged my credit card double the amount and also used up 1170 of my air asia big points!

I am very disappointed about that.

Please rectify and reimburse me asap!

I would hate to cancel the flight and lodge an official complaint as I have been a loyal customer over the years.

You may also call me at : +94 [protected]
In sri lanka presently!

Trusting you with best regards

Christian hunter

This mail in regards to refund of my amount of booking from air asia from Delhi to Bali. As flight got cancelled due to Volcanic eruption in Bali.

Here are the flight details.

Delhi to Bali:
Date of journey: Nov 27, 2017

Bali to Delhi:
Date of journey: Dec 04, 2017

They provided my the credit-shell in Air Asia account, But I need my money in my account, As cancellation is not my mistake and not done from my end.
But the customer care executive is saying, I am not able to get my money back, they told me you need to fly from air asia anyhow, other wise money is going to waste, This is hard cash money which i paid.
According to me this is also an example of Fraud.
Please look in to this issue.

On February 1st, 2018 we took flight AK 5748 from Kuala Lumpur to Tawau, Malaysia and had two separate incidents that were unacceptable (We started our flights with Air Asia that day in Siem Reap Cambodia-Bangkok, then Bangkok to Kuala Lumpur, and then Kuala Lumpur to Tawau.

The first incident began as soon as we found our seats. The men who were sitting behind us began to kick our chairs repeatedly. After the take of my husband and I reclined our seats, and the men began to kick harder. I have a rotated disk in my back and need to sit reclined in order to lesson pain while traveling and the men kicking the seat behind me was causing a great deal of pain.

We asked a fight attendant to help us in English. When the woman came over she spoke with the men in a local dialect first, and then instantly sided with them, telling me I had to keep my seat up because the men had long legs. We explained to the flight attendant the situation with my back, and she insisted that I should have my seat up to make the men behind me more comfortable. This is absolutely unacceptable, for one we paid for the seat just like every passenger on the plane and have a right to sit with the seat reclined. We also have a right to be treated fairly and equally, even if we do not speak the local dialect. If the men needed more room they should have paid for an upgraded seat, or the flight attendant could have moved them to one of the many seats available in the rows 1-5. We feel we have been discriminated against and treated completely unfairly because we are foreigners and do not speak the local language.

The second incident occurred when we were buying meals on the plane. Our total came out to $6 USD, since that was the only currency we had available. The flight attendant, whom was male, with a mohawk hair cut that was also dyed a lighter color gave me change in Malaysian Ringit. I did not know the conversion rate at the time I received my change. The flight attendant gave me approximately 14 Malaysian Ringit in return for my $20 USD.

I later discovered that $20 USD is worth approximately 77.49 Ringit, meaning I should have received 54.4 Malaysian Ringit in return for my two meals. This is beyond unacceptable from a major airline like Air Asia. Your staff purposefully stole money from my husband and I.

To resolve this issue I would like a full return for all our Air Asia flights taken on 1/2/2018, as well as the missing 54.4 Ringits that your flight attendant stole from us.

Sir /madam
I took air asia flight from penang to siam reap.
My departure from penang is at ak6113 (ql51jn) time (1105am)
Arrival at 12.05pm
But the flight departure from penang late and my arrival at 12.45pm.
The flight delay have done damages to my total trip inclusive my hotel 4 star at siam reap.
I told the the air asia personal ground staff upon arrival at klia airport and they said they cant delay the flight because the gate is closed.
My departure to siam reap at 1.20pm. (xic7xz)
Finally I missed the flight and I have to u turn after the immigration.
My lost incurred around rm3500.00 because the flight delay from air asia.
I hope can you please give me another replacement flight due to the late departure cause my tour to cancel without any refund from the tour company.
Your cooperation highly appreciated.

Flight # : a8ly6y
Case #: cas - 1991 8100 - p7hf92

Refund promised to be 90% of what was paid but what I got at last only 64%!
send email to request for break down, but gotten a reply that no duplicate claim is allowed!

Is this how airasia grow so fast and big with rm1? this is totally unacceptable!

Please kindly revert as soon as possible as this is a scam from airasia if refund for 90% is not fulfilled with all the interaction email!

Every time I have taken a flight with your company it has been chaos, causing untold stress to myself.
I have flown on over 100 flights without problem or occurance, yet every single time I have flown with your company there has been problems, arrogant silly unhelpfull staff, confiscations of my own goods& having to carry over 10 kg in hand after paying you £15+ for jold luggage, all due to your staff.
You have sent me emails askiewhy I no longer fly with you — here is why, and expect more complaints to yourselves&relevant governing body's.
For example — look below, explain your form you expect people to fill that is entirely irrelevant to them!

I recently traveled with air asia and had unpleasent experience. There was a little misunderstanding and I put my power bank in my lauggage by mistake and forgot. So they detected in the scaning machine and then employees called me and said that there is a power bank in ur luggage so u should remove it out. I said ok am sry that I forgot to not to keep it inside. And then they said we wont give u ur power bank back, I requested them that I am sry it was a unintensional mistake I will take care next time. I also said I will put in my hand bag in which It js allowed but then also the employees didnt let me take it.
I just want that in the first mistake thats also not intentionally done, they are expected to tell me to take care next time but instead they took away my power bank.
I hope air asia will look after about this
Thnk u

I am not a regular customer... but this month I had to fly with several persons (including one person requiring wheelchair) with Air Asia
CNX-DMK
DMK-DPS
CGK-PNG
PNG-DMK
DMK-CNX
Just to share with you

waiting for a wheelchair in DMK required 20-30mn waiting each time
in CGK, our ticket was Terminal 2
after the taxi dropped us at Terminal 2... only then we were informed that it just changed to Terminal 3!
no information was sent to us. we had to take again a taxi to terminal 3 wasting money and 30mn

in Penang
I was asked to push myself a wheel chair. Not enough staff I was told
at check in I was asked to pay for wheelchair in cash!
then we discovered that our flight had change time 30mn earlier
here again no information was given

I do not claim anything. I do not want to waste time.
Airasia just gave me a very poor impression of your level of (no)-service

Stephane Junca
[protected]@cyber512.com

I booked a flight and hotel with yourself on Air Asia go not knowing it was non refundable until after I had booked. My flight and hotel was to go from Malaysia to Vietnam on 24 December 2017 for 4 nights. On arriving at the airport I queued for almost an hour at check-in only to be told by partner could not fly because he was Belgian and needed a visa. I was told to go to customer service where I queued for another 40 minutes. On explaining my situation I was informed a Visa would take at least 24 hours and I would have to pay for another flight. I begged for him to help me but he refused any assistance at all. As I had a flight already booked for Malaysia to Phuket in 4 days time I asked if it was possible to pull this flight forward otherwise I was stranded in Malaysia airport for 4 days over Christmas. He told me he would do this and not charge. I have just returned home to discover my partner has paid 240 euro to change a flight which only cost £50 to begin with. I have also discovered I could have got a letter of approval within a few hours for a visa for Vietnam meaning I would have made my flight to Vietnam.

I am so upset with the service I have received from Air Asia, I really feel your staff did nothing to help me and did not give me the correct information. Had I known I could have got the visa within a few hours I would have been able to go to Vietnam and not lose 2 flights and a hotel. Had I known you were going to charge me a further 240 euro for a short flight to Phuket I would never have booked it.

I really am distraught at the misguidance and treatment I have been given.

I paid extra for luggage and to sit with my partner and also upgraded my hotel to a junior suite. On booking know where did it state it was non refundable. I tried emailing air asia go and the hotel but got no response from either.

I really hope you will look into this and offer some kind of compensation for the holiday I should not have lost had I been given the correct information at the airport. I also cannot understand how you can justify an additional 240 euro for a change to a booking I had already made for a flight which cost £50. On entering a Belgian passport on the booking, you would think it would have advised a visa was required then none of this would have happened.

My booking reference for the hotel and flight was BPMF5X Itinerary # [protected]. Flight Airasia 522 departing KUL 14:35 24 December
Flight Airasia 529 departing HCM 10:35 28 December.
Silverland Jolie Hotel 24-28 December.
Total cost RM2, 327
Miss Michelle Higgins and Mr Mohamed Kharraz Hamouch

Booking number JH4CSY Air Asia flight AK826 KUL to HKT 28 December
Cost £50 per person
Cost to change this flight to 24 December 240 euro

I look forward to your response.

At the very least I expect a refund from you.

Michelle Higgins

My recent trip from Singapore to Kuala Lumpur is nothing but complaints.

1. Onward Journey from Singapore to Kuala Lumpur -
Flight was delayed by more than 1/2 hour. Staff at gates did not know when the aircraft was going to land. The timing at the gates was 8.35pm, but only after 8.45 pm did the aircraft arrive. By the time we departed it was after 9.15pm

2. Return Journey from KL to Singapore - This is a Four Part complain:

Part 1 -
My daughter is 3 year old and she was allocated a seat in row 18 and for me and my husband in Row 20 (at each end). called the airlines before starting the onward journey and was on hold for more 10 mins. Kept pressing 1 and 2 in the IVR for no reason. Was advised by Staff in Singapore to get the seats changed in KL. Day before boarding flight, went to the office in KL and requested to change seats. Got told that I need to pay $160 SGD. The team is so proud of their Pathetic Auto Allocation System (which allocates seats to parents and kids separately). Finally at the airport there was one staff who was sensible enough to change the seat for me (so I could sit next to her). Oh, she then didn't give me her boarding pass. After boarding the flight there was a staff member at the gate who wanted to know where was my daughter's boarding pass. had to explain the whole story to him again.

Part 2 -
Then comes the story of Rice Cooker. We were told that we could carry it onboard as the cables etc were already in the check in baggage. Before immigration got stopped by the Air Asia Staff and advised we are unable to carry it and need to check in. Requested to get our bag back, but, ofcourse cannot do that (that will take more than an hour - the bag was checked in just 3 mins before) and were charged RM 100 (100 Ringetts) to check the cooker.

Part 3 - Couldn't claim GST, because, the lady at the gates saw the cooker but wouldn't stamp the receipt because she claimed she did not see it. She never advised that we need to go to another counter to get it stamped etc.

Part 4 - Called the airlines this morning and was advised to call Indonesia office. Called this office and told the lady that I am calling to complain. She listened for 15 mins and told me that I need to call the KL team as the flight was to KL.

The worst part of it all, is that they are very proud of their Auto Allocation System and they don't understand anything about what someone is saying. They don't listen and cannot think outside the box.