AirAsia
reviews and complaints

I bought a ticket for my partner with booking number BMDH5Z at premium flex cost - meaning I am able to change the date/ time of booking without paying for penalty fees. A month after purchasing the ticket, my partner and I have change of plans. Instead of her going back home to Philippines, we decided to travel to Thailand together. Her flight back home was supposed to be July 30 6PM, we flew to Thailand on the 28th. Weeks before that I have been trying to change her flight to last week of October, however, their website says there are no more flights available on the destination we booked her for from August midweek. That means they could have stopped flying to destination as per one of the customer reps. So she advised me to lodge a full refund for the booking which I did, now a few hours before the scheduled flight and several phone calls, they tell me that they cannot do a full refund and there are no options left unless my partner flies on the dates they can offer which is before the date we wanted which was last week of October, the only option they can give us is either fly on the scheduled time or August midweek which does not suit us. I feel that the airline keeps on stalling us until the scheduled date so a no show booking happens.
Booking number is BMDH5Z for MARY ANN MAMALIAS MALATE. Date of flight July 30 2018 Melbourne to Kuala Lumpur, Kuala Lumpur to Davao. Case Number [protected]

Desirable resolution since they stopped flying from MELBOURNE TO DAVAO without informing passengers before we purchased our ticket - either:
A. give us another option to get to Davao on the date we want; Melbourne - KL - MNL - DVO
b. Full Refund.

I had the case no. [protected] with Air Asia with my refund on June 14, 2018 due to their system error I was charged twice when booked a flight. They sent me an email stating that a refund has been processed and it will take 10-15 calendar days for my refund to be deposited on my bank. It's already June 29, 2018, to be exact and yet I have not received any single update from anyone in Air Asia. I have tried to chat with their agents but they keep disconnecting my chat. I felt that I am being robbed. I will never ever booked a flight in Air Asia again. Would not recommend it, anybody.

Hi. I bouyght a ticket online. It got cancelled & after 3 months, still I haven't received my money back. I called them many times but no money back! Please tell me who should I get my money back from?
My name is Sanaz Mohandessi. My flight number was D777 on 3rd of August 2018 from Tehran airport. Please email me the result on
[protected]@yahoo.com

It is truly a paradox when I see how AirAsia has managed to win the best low-cost airline for the past 10 years. Your Auto-seat assignment splits up families travelling together, which completely spoils, wrecks and obliterates the enjoyment of travelling. What is the point of demanding a sum of RM8.00+ per person, for them to choose their seats, and it is well known that this is done deliberately. Families see payments on choosing seats upon check in absolutely trivial, unimportant and a completely ludicrous one. Your company better alter your auto-seat assignment processes so family groups sit together and aren't split up. What is the point of wrecking their flying experience? No wonder only one star is present above!

To whom it may concern,

When we booked our flights to Bali (departing 12th July) back in November 2017, we paid $150 for 4x Checked baggage 20kg. But when we went to check in at the airport, we were told we didn't have any baggage paid for and subsequently had to pay another $150 on the 12th in order to check my luggage in.

At first, the lady at the counter was going to charge even more because we hadn't checked and paid for baggage online (even though when we tried to log in to web-check in we kept getting errors), and when we made a big fuss about it, that's when they charged us the web-check in price. Because the flight details had changed so many times, the last itinerary I had didn't show we've already paid for baggage within the email (but once I opened the full itinerary later, I saw we had already paid but it was too late to get refund by then). Another issue with our flights having changed at least 4 times since we booked is the changes to aircraft meaning the seats we've booked in the middle of the aircraft on our flight from KL to Bali was now seats at the very end of the plane with literally no room to move seats back and even smaller leg room which made for the most horrendous flight experience in my life!

We also paid for meals from KL to Sydney, however didn't get any. The flight attendants checked our itinerary which clearly shows the meals and advised they couldn't do anything about it and that we had to put through a complaint to get a refund.

Overall our experience with AirAsia has been so incredibly poor. Baggage and meals aside, that fact that you don't even provide cold tap water to passengers, and also charge for blanket and pillow on your overnight flights is beyond ridiculous.

We booked paying higher prices than our friends who booked with different airlines and actually had direct flights with a much better experience.

You guys have been such a complete rip-off.

I expect my money refunded for double baggage payment as well as for the meals we ordered and never got!

Thanks,
Nandita Reddy

The name has been changed in the last Pnr. WN7LHW With out my passenger confirmation.there is one refund also requested for same passenger in the pnr WJ4PSV and it has been processed the reufund. But when they processed the refund i had mentioned to then do not make any changes in the WN7LHW. But they did the changed the name .

Now the name is wrong as per the passport and i requested so many time in this regards but no proper response at all..

Now i need the name of the passnger in the PNR WN7LHW. ABDUL JALEEL PARAMBATHEEL .

If any further details please toch with me on [protected]@gmail.com or [protected].

Awaiting for your prompt action on this request..

Please note that for 3 consecutive days July 15, 16 and 17 (Sun, Mon and Tue respectively), I tried to make an online booking for a domestic travel from Manila to Davao for Jan 31, 2019.

While your system allowed me to go through the 1st 4 stages up to the baggage entry, however, YOUR SYSTEM DOES NOT ALLOW ME TO COMPLETE MY BOOKING AS IT ALWAYS HANGS ON THE 5TH STAGE WHERE I'M SUPPOSED TO MAKE PAYMENT. WHEN I TRY GO BACK WHERE I'M REFERRED TO THE SLIDE SCREEN TO ENSURE THAT I'M NOT A ROBOT, THERE'S A MESSAGE THAT SAYS ' THERE'S A FAILURE IN YOUR SERVER' SO I WOULD BE REFERRED TO YOUR HOME SCREEN ETC.

I would appreciate if you can PLEASE ENLIGHTEN ME ABOUT THIS. I TRIED TO CALL YOUR CALL CENTER IN THE PHIL BUT THEY WERE OF NO HELP SINCE THE ONE WHO ANSWERED ME 'RICO' JUST KEEPS TELLING ME THAT THEY HAVE NOT BEEN ADVISED BY YOUR IT ON ANY PROBLEM AND HE CANNOT PROVIDE ME WITH THE RIGHTFUL PERSON TO TALK TO INSTEAD, HE JUST SAID THAT I SHOULD SEND AN EMAIL.

Hi there

I am currently in the air on flight AL6434. With Airasia.

I am complaining in relation to an interaction I had with the crew members.

I initially asked a crew member if he would kindly let me sit on a "hot seat". Most host seats were vacant. I explained that I have a serious medical condition that affects my lower back and hip - caused by a nearly fatal car accident. The crew member was very kind and sympathetic, and he told me he would have to ask his boss if it would be okay. I offered to pay twice the amount for the hot seat or even more if I had to. I was desperate for the seat - when I sit in regular economy I suffer from painful spasms and nerve pain.

He then went to ask his boss, Sheldan, the crew manager, but Sheldan immediately said "no". I asked if I could speak to Sheldan but he did not seem willing communicate with me.

Ordinarily, I book the hot seat online, but I sprained my before the flight and was stuck at the hospital and my friend booked the flights and I had no details.

I am so terribly unsatisfied with the way Sheldan treated me. I am in extraordinary pain right now and the seats are essentially all vacant..

In cases involving medical complications, staff should be able to wave the company policy... And I offered to pay regardless!

This to me shows that Airasia does not care about the well being of their customers and I will never be using them again and will never recommend them again.

I am extremely saddened by this experience

Hi there,

I did submitted request of flight that I can depart due to doctor appointment under case number [protected]. But sadly no one is able to get back to me after all the hassle that I went from go to airport and even the counter lady asked us to go online feedback page to get reply or result.
Please have a look at the reply from the fa book page too. Unexceptable!

My wife's suitcase appeared in an appalling condition after our flight from Melbourne to Kuala Lumpur then connecting flight to Phuket. The suitcase started off in very good condition.
Then, on the way back my suitcase which was in perfect condition now has a hole in it.
In addition we were held on the plane after returning to Melbourne for 30 minutes whilst security searched all passengers for a missing tablet. We assume some kind of mistake had been made by the staff as we ended up being let off without any communication of whether it had been found or what had happened.

Our flight was cancelled meaning we could not take the same connecting flight as my elderly mother

After waiting 1 hour to get onto their online customer service centre I was basically told to get lost as they cannot help me.

They weren't even able to provide costs to change the flight and just referred me to a website

Air Asia refused to provide any compensation to change her flight as it was not under the same booking

We now have to spend a lot more money to change her flight as well as book new accommodation and lose the cost of our existing booked accommodation

I will NEVER EVER fly with them again and warn anyone cagainst it - what was supposed to be budget is now going to cost even more than flying with a more premium airline that has better customer service all because they did not get enough bookings on our original flight so 'retired it'

Dear Sir/Madam

I am writing to complain about the way in which you handled the flight delay on Sunday 1st July 2018 at DPS Airport.

Whilst I appreciate that incidents can happen and can cause delay it is the lack of information and assistance that concerns me the most.

I was one of a group party of 6 ladies traveling back to Colombo, due to the turbulence event the flight was delayed from 01:35 PM to 11:30PM on the same day. It too hours to find out what was going on and of the flight was going to be rescheduled. Many customers were shouting loudly for assistance but sadly you were unable to cope with the demands of the customers. At the gate you had enough passengers to fill the plane and yet you only had 1 experienced staff member capable to trying to offer assistance. Myself and a colleague decided to exit immigartion and head back to your main check in desk where a queue had already formed and only 2 staff were dealing with the delayed flight.
What was offered was a delayed flight and delayed connection from KL, no food, no lounge passes even after requesting the same. We were re scheduled to KL and offered a connecting flight 15 hours later as all other flights were deemed full. Being a diabetic I had to look after my own needs and eventually checked in to an airport lounge for rest and food.
Having finally taken the flight out of DPS at 11:30pm we then diligently queued at the transfer counter along with 200 plus other passengers. Again you had 2 staff at the ready to manage the process! only later a couple of others joined. My friend was first in the queue and was offered a earlier flight to CMB (08:30am), we were unable to fly with her as were told that the flight was now full.
After hvaing queued for almost 2 hours my friends and I were offered the flight 8:55pm, and breakfast vouchers, I requested hotel or lounge accommodation to which I was informed that the airport hotel only had 5 rooms allocated and it was full. Lounges were not an option for us, I also requested lunch and dinner vouchers but was informed that we should return back to the desk around 10:30am and see if a hotel room was then available. All this time we have to exit and re enter security, offer our passports, explain to security why we are in and out of the area. Quite honestly this was unacceptable to us as we were already exhausted and with bags to carry around with us. In the end we paid and used the airport hotel room at a cost of RM480.00

You must appreciate that each time you ask to speak to a service attendant you end up having to re explain the entire process, this is simply exhausting and unnecessary. We didnt have the patience to re queue for lunch and dinner vouchers.

Lastly to add insult to injury my two friends that got the early morning flight informed me that there were around 20 EMPTY seats from No Shows! Surely they could have requested to be at the gate and be prepared to fly on standby instead of inconveniencing us. Ultimately I have lost out on a days wage, incurred various costs for food and accommodation and not to mention the impact on my health and well being.

I feel strongly that Air Asia should at the very least refund the cost of the hotel accommodation or refund the cost of the airline ticket for the sheer incompetence and un professional behaviours displayed by your staff.

Please advise how you intend to deal with this complaint. I am a corporate trainer and use such examples in all my training around the world and have no hesitation in letting people know just how poor the service is with Air Asia . Sadly I will never book with your airline again.

On July 3th 2018, me and my mother bound to fly from Cebu Mactan Airport to KLIA 2 on flight Z27112 @1345hrs. The time we arrive at Mactan airport, suddenly due to medical condition my mother couldn't walk properly. As result I was force to seek last minute wheel chair assistance from the Philippines airasia ground crew. Even though there was a slight delay on providing the special care service, the staff manage to provide a prompt service right up to boarding the airplane. Really heart warming hats off to your Philippines counterpartners. As for the Philippines cabin crews, hats off to them as well because after the aircraft landed, the cabin crews took the initiative to request for wheelchair service and willing to hold boarding the other passenger while waiting for the wheelchair assistance.

At KLIA 2 airport the assistance provide by Malaysian airasia ground crew was totally opposite and really disappointing. After waited almost 15 minutes inside the aircraft, we were approach by a boarding gate staff. She requested us to wait outside the aircraft while waiting for the wheelchair assistance as need to on board the other passengers. With medically constrain, my mother really forced herself to walk from the ramp up to the boarding hall gate. After another 10 minutes wait we were inform by the the same staff that they couldn't provide the special assistance due to last minute notification and they are lacking of staff to provide pushing the wheelchair. (This is a sudden emergency case and how would i know this thing going to happen to give an earlier notification). Despite several times I remind the same staff of my mother's condition and really she cannot walk, with no sense of pity she told us nothing can be done and there is a buggy service @1900hrs at the top floor level which my mother need to make her way up to the top floor. When I ask her to what extend the buggy service would take us and she replied saying right up to the arrival hall which turn up to be not true.

After boarding the buggy, the buggy driver drove and drop us till at the escalator without any further saying or assistance. Again, same no sense of pityness or courtesy from Malaysia airasia ground staff. From here the same story, my mother had to force herself to move up to another level. At this level we waited about 10 minutes for buggy service which turn out to be none. Even the special service provider staff saw my mother struggling and just walked away like nothing is happening nor we don't exist. Not even a word of courtesy or how is her condition was asked. This is the moment really made me frustrate and realized that Malaysian airasia ground crew cannot be hoped or relied on. I had to take the initiative to aid my mother by make her sit on the push cart and struggle the journey right up to pick up Gate 2. This course of action footage could be found if there are CCTV. It took us almost 1 1/2 hours to make it from getting down the plane to Gate 2.

As I said earlier, really frustrated, sad and disappointed with Malaysia Airasia ground crews service, attitude, courtesy and humanity. Another question pops up on my head is how could airasia be awarded as a best airline provider for consecutive years as it cant even cater or hand in a helping for a elderly needy person.

from,
Gokhula Kannan
+[protected]

I have been sending emails to the Air Asia office with regards to luggage that was left behind at the airport on the morning of the 6th of January 2018. 3 separate reference numbers given, and yet no one will help me locate my luggage. I am desperately needing the luggage. Why is it so difficult to get back to me? Why is it that this company that claims to be the best in South East Aisa, but they refuse to respond to my query and refuse to help me locate my personal belongings. Have they stolen my bag? Sold the contents?

I have bought some merchandise from AirAsia and supposed to be given on board. However, AirAsia failed to deliver the goods. I asked at the AirAsia counter at the airport; the staff ask me to make a report on E-form. Now, after 2 weeks, let alone I get the goods that I have paid, they not even answer my E-form. I try to tweet them, ok got an answer, but also after 2 weeks, the status is "still in an investigation". What the hell take too long to solve simple things like this. Rubbish AirAsia, and yet claimed "the champion"

Hello Sir/ Mom

My Name is Dr. Khamis Elessi a neurorehab & Pain Consultant. I was suppose to fly on Airasia to manila on the 16th of june with all papers and tickets ready but your staff at the check-in counter noticed that my Visa to manila has the last number of my passport typed 9 instead of 0 by mistake from the philppines embassy in amman and I have tried for 2 hours to see that I have so many visas to different countries including the phil. on the same passport with the correct number as in my passport but still she insisted that I get a new visa and book and new ticket and when I asked her to allow me to fly in the evening as solving this issue will take 2 hours, she refused and asked me to pay extar 200 Ringets for the new timing ticket.

On the 18th of June I can at 6pm because my airasia flight was suppose to be at 9:20 PM but after I have checked in, I have realized that they have changed the flight time to 12:05 without any prior notice and I am have 3 doctors waiting for me at NAIA Airport as Iam having an important meet at metropolitan hospital on the morning of 19th of june but with this unjustified changed all my plans were disrupted and distrusted. at 12:05 while waiting to board the plane, and all of a sudden, we found the screen stating the flight has been postponed to 12:45PM and at 12:45PM, the reception crew at the KLIA2 told us to wait for another 30 minutes as the passengers are still going down from the plane..

we have started to board our plane by 1:30AM and we flew to manila by 1:45AM. we have arrive in manila passed 5:30 AM and how can I go to any meeting or forge any agreement with this bad travel arrangement.

I hope you will give me full refund of my me and compensate me accordingly in light of the sufferings the humiliation and the loss that I have incurred during this trip.

your truly
Dr. khamis Elessi
[protected]

[protected]@yahoo.com

I flew back to Sydney from Malaysia on 01/07/2018, the flight was D70220, at 9.20am. I have had a bad experience with a crew who has a little hair clip on her medium long hair.
I tried borrow a pen from her as I saw she has two pens just on her blouse, walking back to the "kitchen". She came back and another crew (tall guy) talking to her. When they have stopped conversation, I asked her "May I borrow a pen from you, please?" She replied me not even look at me, closing her eyes and wiggling her body, "I have no more pen." I looked at her face although she was not looking at me; I said "No worries, it's ok."
But I was embarrassing at that time as there was third party at the scene, and then moved quietly standing closer to the crew seat.
I was so confessed that as a crew, why she was not friendly and showed her frustration towards me? I was thinking as a crew, she/he is always ready to give a hand to their customers when needed. Am I too much? Or I am Chinese looking and foreigner?
Actually I have a pen in my bag which had kept in the cabin. I am too short to reach my bag and need help a lady who sat there. So instead of getting the pen from my bag, I thought it was quicker to borrow a pen from the crew to fill out the white card and return it back after finished. Anyway in my head, that crew is not really qualified and poor service, she doesn't have "code of ethics, " does not demonstrate her professional, sympathy and care to customer; she needs more training or skill of customer service.
I will share my bad experience with friends and relatives in Malaysia, Australia and other countries too.

I sent 3 eform to air asia last week. Till now I havent received any reply from air asia. If there are no respond no point of having the eform.
I neeed assistant on reroute my flight which is canceled due to commercial reason. Can some one help me? Who can I refence to?
I cannot manage my booking from my account, there is no record for the booking.

It happened around 7:00 am, our flight is going to incheon korea our is 7:10 am our gate number in our ticket is 104.. We arrived there aroud 7:05, we asked the crew there about our flight and we present our ticket to her and she said just wait a moment sit first because she's eating while working that time! Soo we are waiting there for almost 5 mins. And it feels very weird so I tried to asked again about our flight to another crew and she said it's already moved to gate 103... So we lost our flight! It lost our money and time...

I would like to complain about the notice of changing the gate number.. Because of busy airport and a lot of people on the line we didn't hear that the gate was moved! And the notice is not noticeable! Second is about your crew! Why is she eating while working? And we even present our ticket to her.. Why she didn't even check it well because she's busy eating! If she check it and gave us instruction to move to another gate we will not loose our flight!... What kind of service are you giving to your costumers? Did you train your crew well on giving services?

It's not our fault that we lost our flight its because of lack of training to your crews... And why we cannot refund or even give us something in return for giving us burden losing our time, money and effort!

This is not our fault so I want to have refund or give is something in return for all of this burden.. I hope to that you have a good services to your costumers! Just 5 mins late is not acceptable to refrain us from not taking our flights.. Where is your consideration? Please make something to make this problem be solved...

I would like to complain because I booked a flight to stay 5 days in Bali my flight was rescaduled without a notification to a longer flight (not direct) reducing my 5 days to 3. Now I understand that in Bali there where problems because of the vulcano but it's unacceptable that we received the notification text 2 hours before when we were already heading to the airport! So we had to come back to the hotel book for one more night, that was even more explensive than before and we lost all day today ( we couldn't move too much from the hotel knowing that we had a flight) and we will waste another day tomorrow! Also we had to go from Bali to Tokyo where we had an hotel reservation that now need to be rescheduled again.
We DEMAND some kind of redound because your company treated us in an unacceptable way!