AirAsia
reviews and complaints

Hi sir/madam,

I had a flight with AirAsia (Booking No. PW8HXA) with the flight details Z2 777 from Manila to Cebu on 04 Aug 2017 at (1615H) under the names of Kurt Fischer and Christlyn D. Tagalog.

This flight was cancelled on 02 Aug 2017 and indicated some recovery options and dealt with the refund.

We called at 09 Aug 2017 the hotline no. +[protected] and after we filled up an E-form to PAA_Helpdesk @Airasia.com. At the same date they confirm the request and give us the case number for reference CAS-[protected]-2R1F5P.

We have been calling for several times but they keep on indicating that it is already processed on 14 Aug 2017 and was waiting for the confirmation of the MetroBank. But when we follow up our bank records nothing is indicated that they received a request from AirAsia.

I have been waiting for feedback since 3 months!
Please make necessary action.
You can send it to my email address;
[protected]@yahoo.com

This is with regards to my booking ref QK2PGP. As per the conditions of carriage mentioned by iata we do have a provision for illness wherein you will be reassesssed the tax difference once ur fight to fly and any cancellation or change fee gets waived off in this condition. I was informed by the rep Vinay that there is no such provision and when I asked for a supervisor I got someone by the name Rashmi on line who disconnected my call when I probed her regarding the same. Later I was refused to be given the no for any complaints team too.. I don't understand are the IATA rules different for different airlines? Being from the same background I'm well aware of the policy and procedure but this kind of service is really inhuman. Who has a control over their sickness..how can u be in humane and deny the consumer their rights and above all cut off the phone on someone's face..I want someone to take this up seriously!

I have book ticket from Ranchi to Bangalore for 08/11/2017. I received call today from one of the customer service executive regarding web checkin. The executive forced me to do webcheckin but i refused as i did not have any preference. Lately she started threatening me saying we will see what happens in Airport.
I am really worried whether we will get proper seating in the flight or i can travel also.
She told me that selecting seat is mandatory, but i do not understand if something is mandatory it should be there in the website or application.

After this incident i dont know whether i will prefer Air Asia for my future journey and suggest my friends and family also.

Please help me. Hoping for positive response

Note: i have booked my ticket from Makemytrip.

This happened at KLIA2 terminal November 6, around 10.30 am in the morning.

I had an urgent trip KL to Johor Bahru. I first tried to buy a ticket in Sentral, they said it had to be done at the terminal. I asked whether there were seats on the AK6042, 12.25pm flight, I was told they were many.in the terminal, I bought my ticket for RM 244. I was told to go to Counter T16 to get my boarding pass.

That counter was closed. Customer Service is besides, so after waiting a while for the previous person's service I was told that I had to pay extra RM41.40 for seat allocation. I asked why and the person said that it was because it was the last seat 14 A, an emergency seat, no choice, pay or go.

I questioned why to pay if I am not choosing any seat, or sale a ticket without a seat available... I thought 'the system' was unusual... wrong; that person said I should have been charged at the sales counter.

He then, I think, wrote a report about the sales person, taking his time while the queue was becoming long behind me, because he did not want a complaint against him... which I did not have until that point in time... he requested my receipt and kept it.
The person behind me abused me... because of taking long... because he took long in writing that report.

In the plane, just where I could see, 15 E, 15D, 16 B, 16 E, 17 E, 14 C, 12 E were empty... why was I charged, given a hard time and lied?

I don't think that person qualifies for customer CARE, beacuse he did not seem to care, except for not to receive a complaint about him... but he was writing against a fellow worker and what he said, about the last seat was not true.

I travel Air Asia often, you can check (Maria Concepcion Gimeno y Cobos). I would like sto be refunded, as I had already paid my ticket.

Yesterday (5th November), we as a group of seven flew from Malaysia to Sri Lanka in your flight no AK 47. Your service was satisfactory, crew was friendly, and arrived on time although it takeoff little late . But unfortunately, when reach home it was realized that the luggage put on the name of Gunadasa Jawardena which were paddled locked were damaged and the locks were missing. There was no any evidence of opening it for any security reasons. Fortunately, nothing was missing since I didn't kept any valuables inside it except my used cloths. However, both my bags are damaged and it can't be used anymore. I expect you will investigate in to this matter and do the justice for me.

Dear Sir/Madam,

I faced a problem on 5/11/2017 at KLIA2.
My flight was on 5/11/2017 10.40am from KL to Singapore. I have checked in for 2 passenger (Stephanie Ngu Xin Yi and Ooi Hong Chee) the night before departure but when I was going to print the boarding pass at the counter, the counter guy told me that I have only checked in for one passenger. But I recalled back, if I only checked in for one passenger, how come my E-boarding pass will show 2 seat numbers (7F and 8F) (as photo attached). Besides, I did tick for the passenger to check in and key in the passport number for both passenger already to proceed to check in then I just can see my seat number.

Other than that, the guy at the document check counter did not issue the boarding pass for passenger Stephanie Ngu and asked me to proceed to the service counter. But, whole KLIA2 only one service counter open. I have queued for more than 30 mins. I showed him my boarding pass on the airasia app but he didn't even look at it and just keep telling me that the system only shows one passenger checked in. I asked him to help me to print the boarding pass for me first so that I can go in immediately. But he asked me to re-queued at the document check counter again and end up I have missed my flight. And we have to buy again the air tickets for both passenger.

Please help to this issue.

Thank you.

Flight number: Ak6130
Date: 4/11/17
Time: 1945
Venue: klia2 gate k2
Refer to the above, I would like to complain the ground stewardess by the name of wan salimah Sabrina for being rude. The incident happened when I raised up my question that staff must be in counter if gate is lock coz is very risky. She replied why u need to make noise. I hope air Asia will take remedial action and an apology from the staff. I can be reach at [protected]. Thank you.

Regards,
Hoon Thong Aik

I bought 17 seats and I came directly to the counter then the counter man said that there was unavailabe seat for the date that I want to book so I asked to book in the 14 pasangers to the 8 am and book the other 3 to the next flight at 11 am. After several days, I came back to the counter to book 3 more passangers, and the counter man said that there is availabe seat on the schedule 8 am.

Then I was complaint to them 'why do you said that there is full book that day?' then he said that 'ok if you want to reschedule you must pay 400.000 rupiah for each ticket and plus the difference price'

If he didnt say it's full booked, this couldnt be happend but they didnt want to took any responsible although we have complaint everything, they didnt want to listen they even told that this is our fault why we confirm it the last time

Thanks a lot airasia!

I was asking for a refund for my flight Last Sept 27, 2017 due to double booking. It still charges on my Credit card account.
Flight details below:
Booking number :UL7P3J and CKPJQJ.
Under my name :Aimee D Castillo
Cebu to Manila 6:50-8:15.

I havent receive any feedback from Airasia for my complaint last month!
Pls make necessary actions.
Send it on my email-add aimeezing1234.[protected]@gmail.com

I have two connecting flight ticket bought from Airasia applied for refund since 1st November but unfortunately until now I have not get any reply from Airasia.

My two connecting flight Airasia I applied for refund through customer services on website with reference number [protected] and [protected]. My booking number at WIPHGF

I am the CFO of the biggest Hotel Group in Cambodia, I am the fan of Airaisa but this is my first time to apply refund due to I am serious sick and unable to take the flight ,please help me on my refund progress as at the moment since like nobody from Airasia reply to me after 48hours I applied for refund. Please read below email was the email confirm from Airasia I apply for refund on 1st of November but after 48 hours nobody reply to me

BOss I hope you can help me on this

Thanks
Alan Mak

Hello Sir / Madam,
I am Suresh Tirumalasetti, with PNR number: KI26XV, complaining about the worst service I received when I was travelling from Hyderabad, India to Sydney, Australia on 28/10/2017 around 11:15 pm.

I have been travelling in airlines for almost 9 years and this is the worst service I received, not only baggage side but also customer service side.

You may know, every airlines should allow Laptop bag with cabin baggage and also they don't count its weight at all, but your AirAsia counted its weight as well. Actually, I don't know that at all and I didn't read your terms and conditions thoroughly while booking as I was in big family problems (Big misunderstood between my misses and me and mostly its leading to Diverse). I requested your customer service people both Nihad and Ayesha in Rajiv Gandhi International Airport Hyderabad, but they behaved very badly and also they didn't give minimum respect to me as their customer. It's very rude behaviour. To be frank, I also got angry after seeing their worst service, and they called security guy, so finally, I paid Indian Rs 13244 at their counter.

What I am requesting you is to give back my extra charges, because no other airlines will do this, and I also request you to change your Bad conditions on hand luggage by allowing Laptop bags.

I hope you will understand my suggestion and my problem.

Thank you very much Sir / Madam.

you can contact me if you want either via email address: tsuresh.[protected]@hotmail.com or via mobile phone no: [protected].

Yours faithfully,
Suresh tirumalasetti.

Hi,

I've just had $500 cash stolen from my checked baggage! I had $500 cash in an envelop tucked away in my checked bag and when I arrived at my destination the envelope and cash were gone. I departed Phnom Penh Cambodia bound for Perth 1st of November - FLT NO: AK539 - PER FLT NO: DJ 236. I will be reporting this to the police however stolen cash in this manner is not covered by my travel insurance and I am out of pocket. It is incredibly concerning that someone has gone through my bag and stolen property when my bag was entrusted to your company and your staff. This is completely unacceptable and I have never ever had an issue with my checked luggage before flying on any other airline. Please let me know how Air Asia plans on remedying this situation.

Nathan Headlam
nathan.[protected]@gmail.com

We flew Air Asia from Langkawi to Singapore with a 3 year and 8 month old flight #732. The staff were very rude and when we check in we were split up (my 3 year old was put on a seat by himself) rather than sitting together and were asked to move even though it was a more than half empty aircraft. The staff was so rude that he said if we want to sit together we have to pay. With family with young children all other airlines that we have flown with don't separate families. It's just common sense. This is the worst airline we have been on and will not be flying or recommend our families and friends to fly Air Asia in the future.

Recently I have book 2 flights on airasia, which is a domestic flight in malaysia.
I receive a notice on flight change and I try to check it out with online agent, agent respond are very slow. When I asked about the service counter contact, which suggested by the agent to make my flight change, he answer me with : "sorry I don't know the number." I then asked him to check for me politely, which he should do it without I have to ask. The agent then send me a link which does not list down any contact number and he closed the session immediately after he send the link without asking if I need further help on it...
I hope air asia airline agent can be more professional, your customer service does matter even it is just a simple online q&a service.

We did not pre- book our baggage so we were charged a total of $381.00 for three bags at the counter. The staff were extremely rude to us saying it's "policy". No where did I read that each bag would cost me $127.00! That is outrageous and we had no choice but to pay so we could fly home. I am going to also contact every agency associated with price gouging and complain. I want my money refunded immediately ( less what normal baggage fees would be).
Also when we exited the aircraft we were directed to an escalator with not enough room at the top and both my husband and I got shoved by upcoming passengers causing me to twist my ankle. It's swollen and it hurts. There were elderly and families with smal children getting almost trampled at the top of the escalator. When I told the employee how dangerous it was she just replied, " I know, I know."
I will never fly AirAsiap again and will tell people the same thing. I am expecting someone to call and follow up with me immediately.

I was on airasia flight AK 6468 today, 28 October 2017. On 'hot' seat my seat no 3D and it come with meal that been purchase. The flight has been delay and it ok as the ground staft has inform us. Once boarding the flight i was requested by an untie to change seat because she prefercto seatcon the aisle side.. Without hesitating i do so.
During the flight while the staft distributing meal i botice that their do not cek for boarding pass whether the passage did or not purchase the meal.. Their just simply provide the meal to the seat on the without any checking for confirmation. On my case it was given to the elderly untie without any check.
The main thing is all the flight attendant does not perform to expectation. On whatci seen their just rushing to finish the oncair selling and meal distribution ASAP and have a seat and chatting among them.

I hope this complaint a wake-up call for the flight attendant service. If i to be happen want to send my grandparent (if it their 1st time flying, does not know that them entitle a meal, because of not knowing a thing of any right for them) to somewhere using Airasia purchasing the meal but do not get it. It would not able to be refund and a loss to the customer. I just hope the flight attendant do more assist during the flight and be more efficient in their daily task and hoping this complaint to produce a better and enjoyable flight experince every time when chosing AIRASIA.

I raise this complaint also because of the poor flight crew on Ak 6468 to Sibu, Sarawak today. Name Markus Phillis as what he mention his surname.. Not sure if it the correct name or not. This particular flight attendant do not show a high level or professionalism on his work, without any regret just preparing the meal set and give to me barely with out any bag hold it. As well as the other stewardess that i inform 1st before she called the Mr markus to prepared it and give it to me.
For if the do apologize for the issue it would be ok.. But the way the crew facing this issue it just seem normal to them.
Really, really hope for improvement on this specific team crew.

Hello Hello.. Really cant see the point in writing on this board unless everyone refuses to fly with these Airborne clowns, until that happens, nothing will change. Air Asia don't give a hoot about their customers. Bums on seats is their aim. Money for shareholders, low wages and poorly trained staff. When I read these complaints I have to wonder " what are your expectations of this ramshackle company"...you all sound surprised that their planes arrive late and their ground staff have zero charm or professionalism. I flew with these many times and have finally called a halt to any more missed connections, , tampered luggage, overpriced excess baggage for any western travelers, bad ground staff attitudes, incompetence and rudeness. The final straw for me was being stranded at SIngapore Changi Airport after missing my connecting flight. Made complaint and received a Auto generated do not reply email. NO restitution or concern. I only prey they don't train their pilots.

+please note that I do not accept your crude =no reply =auto generated email as finished business before you have investigated the circumstances.+

Thank you for your email to airasia.

In this opportunity, we would like to sincerely apologize for the inconvenience caused by the delay of your flight with qz-662 from semarang to singapore on 20 september 2017 due to operational reason and consequences delayed that also affected to your flight.

Please allow us to inform you that we do our best to adhere the published schedule in effect to the date of your travel. however, sometimes there are flights being rescheduled for various reasons which include inclement weather, aircraft rotation, airport restriction or any unforeseen circumstances.

+I now acknowledge receipt of this 95% auto generated email with minor details to support your misleading narrative of point to point carrier with zero compensation. because that's the real concern for you, the money, not solving or investigating the issue. what you see as a minor inconvenience is in keeping with your 'support staff' when you send out auto generated emails. don't truly give a damn. its a job hey!

Had you read and acknowledged my initial complaint. I would have thought you would be seriously concerned that one of your passengers was stuck at a foreign airport due to your ground staff. But as in keeping with 'award winning' money orientated companies you immediately try to change the narrative to minimize your responsibility. I know you are aware that the flight delay was not the whole issue as I outlined in my initial letter. your auto generated review has shown a clear lack of understanding or deliberate 'too hard basket' on any duty of care to your passengers that your company states is a priority. it is clearly not the case by your answer and the sheer lack of any further inquiries. you have made a decision before contacting your 'Singapore ground support staff'.

I would have made my flight but for the incompetence and lack of care of your so called ground staff at singapore. there was "no assistance" from your inept supervisor and support staff. your singapore ground staff are clearly responsible for my missing the connecting flight. this has absolutely nothing to do with the delay from semarang as you are so desperately trying to make the narrative.+

We truly empathize with the inconvenience you experienced. regretfully, we are not able to provide you any compensation on this matter since airasia is a point-to-point carrier and shall not be responsible for any missed connecting flight. it is truly beyond our ability as a low-cost carrier to provide full cash coverage for every single cost incurred by all passengers, as our liability is limited.

We thus advise all passengers to consider travel insurance in the future travel and we could provide an acknowledgement of flight delay/cancel for insurance purposes.

Further to your feedback on the assistance provided by our ground staff in singapore, we would like to inform you that we have forwarded your email to our ground operation team for their review.

+I again reiterate, there was no assistance from your ground staff but a total lack of care which ensured an absolute hindrance for me to gain my connecting flight which was delayed by one hour. had they done their job as a carrier they would have known this and not leave me standing were they told me to as they were notifying malaysian airlines. but instead told me to wait by the gate and airasia staff took my itinerary and baggage claim ticket and I didn't see it again until the "supervisor' returned with it after the original connecting flight had left. clearly airasia staff was the cause and the effect. nothing to do with the delay of the flight from semarang. they didn't do it and were not aware of the delay. I would have made my flight without the "help" from airasia.+

Kindly be informed that airasia views each guest's feedback positively and will take necessary measures in areas where there are shortfalls.

+this is not going to happen and you know it won't. the feedback you should learn from is ‘train your ground staff to be competent in their role, not to be rude and ignorant'. from the blogs I am reading your airline is getting too big and employing incompetence. I would not employ people who cannot communicate with the public. who dismiss one of their passengers and abandon them at an airport. I refer to the female radio toting staff that told me to ‘wait a minute' and disappeared.+

We truly appreciate your time to bring this matter to our attention and hope this will not deter you to fly with airasia.

+no, you truly do not. I would advise everybody not to fly air asia. I shall place these details on our website and links and shall ensure that any negative feedback is thrown out to the people from there. your lack of 'give a [censor]' will be counterproductive, seeing as money is your main driving force and the people are secondary and an inconvenience.+

We know that we cannot completely make up for your disappointment, but we hope that our explanation has helped to provide you with better understanding.

+I understand that your inability to take me seriously about your involvement in my missed flight beggers belief. I advise you stop patronizing me any further.+

Once again, please accept our apologies for the inconvenience caused and rest assured that we are taking every possibility to ensure this problem does not occur again.

+how? by not reading the complaint then denying any responsibility? looking at the blogs about airasia I seriously doubt that you are capable. I will pursue legal advice if this is not sorted at the level it is supposed to be at. rest assured. it will cost airasia more than a flight ticket. directly or indirectly.+

Thank you for your kind attention.

Kind regards,
Aris a
Customer care air asia

+no offence aris a, but this matter needs to be dealt with by someone who can understand duty of care, its legal and staff vicarious liabilities of their ceo, albeit responsibilities. you clearly do not.+

I've made an early booking of your airline from flying from KUL to SYD (Jan. 1st Feb. 10th). However, my return flight is changed from D7221 to D7223 without giving me any notification. Isn't it a cheating?
I wrote your customer service email and asked for changing back my flight, the feedback is :
"... that times shown in schedule, timetables or elsewhere are subject to change/cancelled at any time from time to time and we shall not liable in anyway whatsoever for any loss incurred by passengers as a result of such change... In view of this, we regret to inform you that we are unable to reimburse you for your costs, as our liability towards you is limited. In addition, as a point-to-point carrier we are not responsible for any onward arrangements that you choose to make...".
Is that the way you treat your customer by cheating them and saying nothing wrong with you? No refund, no reimburse... hahaha! That's all what I deserved because I chose the budget flight !
It's unbelievable if you could not do anything for this!

Michelle Chang
michelle.[protected]@gmail.com

hello there, I am writing this complaint due to unnecessary doing at the boarding gate. my family were first timer using airasia. They missed their flight (Kuching to Johor Bahru) due to the unchecked ticket by imigresen. How can this happen? They safely arrived at kuching at 11.30am (from bintulu) and they directly waited for next flight which is supposingly scheduled at 1.55pm at balai berlepas (still inside the departure hall). As far as I know, they should not go out and go through the check in again since they did not bringing any check in luggage. That why they wait in balai berlepas. However, when the boarding gate open, the Flight Attendant (Airasia Staff) that checked their ticket said that they need to get a "cop" from imigration (check by imigration) although it is left 20 minutes for the flight to depart. I am asking whether this step is necessary or not. This has caused my family missed their flight since the time to travel from boarding gate to imigration is more than 20 minutes. Does the policy is more important than customer satisfaction. due to this incident, my family need to buy a new flight ticket that cost them about rm1200+. I myself on behalf of my family really dissapointed with the ways how the staffs at the boarding gate treated us like that. Thank you for reading this complaint and I want to say sorry if my speech kind of rude.

I was on a 17 hour AirAsia flight from Colombo to Melbourne (stopping off at Kuala Lumpur for 5 hours) that left on the 1st October 22.55 and arrived on 2nd October 10.10. The flights were AK46 and D7212.

I left Colombo in the evening, having eaten dinner and drunk water in the airport, but did not purchase any on the plane. After the flight from Colombo to Kuala Lumpur, I attempted to buy water in Kuala Lumpur airport but realised they only sell cups (not bottles), and as I had an 8 hour journey and had not had any water during the journey, I decided to wait until I got on the plane and buy more water than a single cup. However, I was not carrying any cash (of any currency), only a debit card, which I realised may be an issue on the flight so was prepared to either take cash out in the airport or just buy a cup of water. I went to the gate and asked the woman at the gate who worked for AirAsia whether I could buy food and water on card and she said yes that would be fine.

When I boarded the plane I asked for multiple bottles of water (as you only stock very small bottles) and some food, but when I tried to pay with my card I was told you only take 2 specific types of credit card, while I only had a debit card. I explained that the woman on the gate had not told me that only credit card was accepted, but she said there was nothing she could do.

I was very frustrated, because I had been travelling for 9 hours without eating or drinking and knew I had an 8 hour journey ahead of me where I would not be able to eat or drink anything. I was feeling very dehydrated and ill.

2 hours later I decided to go and explain my situation to a different member of staff, and asked if it would be possible to pay on card when we landed, and she also told me that this was not possible and there was nothing she could do. When I said I would be making a complaint, she gave me a small cup of water (to last the remainder of the flight) and told me to please sit down and she would see if there was anything she could do. 1 hour later she came and offered me her crew meal, for which I was grateful, but told her I did not want to accept it as it was not her fault, it was the fault of AirAsia for not informing me the correct information at the gate. She gave me the meal anyway, which was meatballs and as I am vegetarian I could not eat it. By the time I landed I was extremely lightheaded and feeling unwell, and obviously the 8 hour flight was not pleasant at all having eaten nothing for 17 hours and drunk nothing but this small cup of water.

I am horrified that I was made to go through this ordeal, and that the staff were not willing to offer me anything complimentary from AirAsia to make up for their own failings. If AirAsia are going to uphold a strict policy of not allowing anyone to bring their own food or drinks on board, they must ensure that customers are able to purchase food and drinks. I will not be flying with AirAsia again as I believe the customer service policy is unethical, and would only feel the issue was resolved if I am offered a full refund of my flight. If this is not offered then I will be posting this review publicly. I sincerely hope it can be resolved.