AirAsia
reviews and complaints

I was boarding Air Asia Zest 943 Nov 1 (KUL) to Manila .
The ground staff at the boarding gate checked my ticket and said ...I don't have a return ticket from Manila to K.L on 8 Nov 2018.
I showed him my phone as prof that I have a confirmed return ticket and the ref. LLR89S. He went to the system to search and he returned to tell me that there is no evidence in the system about my return ticket.
My wife and the other college with me was also trying to show their phone about my itinerary and email but he was saying "our system is the best system". He said I was not allowed to fly as the Manila Immigration would send me back without a return ticket.

I told him I was going for a important meeting and that I need to go on the flight. He said the only option was to purchase a fresh return ticket from Manila to K.L which I did...
I gave him my credit card and he used the system at the boarding gate to purchase a new return ticket Ref. CTDLSN which was absolutely and totally unnecessary.

I arrived at Manila and check out that my original return ticket is valid and confirmed.

I have now returned to K.L on Ak 583 ref.LLR89S on 8 Nov. 2018 using my original return ticket.

I wish to know how in the world you have a bunch of staff who can't even find out the authenticity of a passanger's itinerary instead cause so much of stress and complication to a senior citizen of 76 years.

I just want to ask you if this is fair and just to treat a passenger who has a valid return ticket in this manner?
Under the circumstances please be informed the forcefully purchased fresh return ticket at the boarding gate ref: CTDLSN from Manila to K.L was never utilized.

I shall therefore be grateful if you will kindly refund the unnecessarily purchased return ticket to me immediately.
Thank you
Jaikumar gts pandian
Passenger

I left my phone on an Air Asia flight (details below) and I reported it within an hour of being off the flight. Within an hour of me departing the plane the phone had apparently disappeared - it was not in the lost in found and the cabin crew couldn't find it. I left the phone in the seat pocket - it was easy to find.

It was reported at Jakarta airport within the hour of arriving and again reported via a Mrs Lufti 2 hours later - this was with with a Mrs Lufti - +[protected] ([protected]@airasia.com) - who works at JK airport and has not been very helpful. I asked her to check Bali Airport as this is where the flight went next - she did not respond to me. I then sent her the exact flight itinerary for the plane I flew on. for both 2nd & 3rd Nov so that she could check lost and found in other airports. She still hasn't responded.
My Phone is a slim Samsung Galaxy S8 with a Grey case - the case has a magnetic element to it. It has a helicopter sticker inside.

I'm sure my phone wouldn't have been stolen and would have been handed in.

My Flight:
1st Nov 10:45 - Bangkok - Jakarta
QZ 251 Seat 20C

My Passport number: [protected]

My booking: IJ6SGY

I called to your customer service locating in Thailand this morning (11/7/2018), I had some inquiries about changing flight and flight change fee. I kindly asked them that why flight change fee will not determined per booking? It was quite expensive for us to pay flight change fee per person for time changing at the same date. I really needed some help and pleased to pay a half price of flight change fee at least, but they just said no and also put the phone down on me without end-up this conversation. Thanks for your very helpful service! They didn't care about the customer booking a promotion flight at all. It will be our first and last time to choose your service because of this kind of amazing service.

Airasia FlightZ2232 6th Nov from Bali to Manila, landed at 415 am in morning, one of the worst flight in my life. After landing we were made to sit in airplane for almost 90 mins before getting out. One simple advice never take Airasia flight, nothing is good about it, seats are broken, then don't go back no matter how hard you push the button, the seat belt indicator lights don't work for most of the bays, it's the worst airline to take chances, if everything goes well and you land then you will be stranded on runway because other airlines are getting priority bay to off board passengers and you will be waiting last in the queue. On pressing the assistance button, cabin crew didn't even bother to come and talk to any passengers, rather chatting on mobile phone, captain just made announcement, they can't do much about it. What ridiculous airline and customer service was this ? Unbelievable.

I flew from Bali to Perth on Oct 25 and I was charged for 5 kilo of excess at a cost of Rp775 000, but I was only 3 kilo over according to what is printed on my luggage tickets. I should have been charged R0465 000. I had already purchased excess to take my total luggage to 40 kilos, but I had no way of weighing my cases at the hotel. This was my 65th trip to Bali and most of those trips would have been with Air Asia. This has never happened to me before.

I am the father of the passenger. I am also the booking and paying parent. The passenger named Chloe Jane Braybrook has provided me with written permission to deal with this issue on her behalf.

Passenger name: Chloe Jane Braybrook
Departure: Don Muang - Bangkok
Departure date: 24.10.18
Flight # FD637
Destination: MEL - Australia
Ticket # ZPGD3Z

Complaint-

On the 24.10.18 Chloe & I checked her in at Don Muang airport.

Chloe's check in luggage was 1x Carribee backpack (Grey & Black in colour).

The backpack consisted of 2 parts. Part 1 is a 60 litre main backpack. Part 2 is a 10 litre smaller backpack which zips securely onto the main backpack.

Upon arrival to MEL, Chloe noticed that her backpack was missing the 10 litre zip on pack.

Chloe attended the Airasia baggage desk to ask about lost luggage.

Chloe informs me that the Airasia staff member (Known as Airasia by her shirt) used her walkie talkie to radio the baggage handlers, to ask if there were any other bags.

Chloe was told by the Airasia staff member, " sorry, your bag is not here, I cant help you".

Chloe was not offered any further assistance, and was not provided with any paper work stating she had placed a lost luggage claim.

This is unacceptable on many levels. It is unacceptable that an Airasia staff member has not acted professionally and provided Chloe with the assistance she is professionally bound to provide.

This is also unacceptable as the 10 litre bag contains items of value, including addidas runners, addidas top, perfume, and other items.

I have contacted Airasia to ask how to deal with this matter, and I am told that without the paperwork supporting a lost baggage claim, nothing can be done.

This again is unacceptable.

I have even suggested Airasia check CCTV footage at Don Muang to view the complete backpack being checked in, and to compare this with CCTV at Melbourne showing an incomplete backpack being received. But again, without the correct paperwork, this cannot progress.

Chloe is my 19 year old daughter. She is naive and has spoken about travel with her friend for the past year. The simple reason I took time off work to take Chloe to Vietnam & Bangkok was to give her some travel experience (Changing money, moving through airports etc) before she travels with her also unexperienced friend.

It is for this very reason (Chloe's inexperience) that she accepted the words "Sorry its not here, were cant help you".

I feel ripped off. The back pack was new (Purchased for Chloe specifically for this & future trips) and is now incomplete, the runners were in perfect condition (Adddas Uplift), the perfume was 70% full (& not cheap- Hypnotic by Dior).

And due to a staff member not doing her job in full, we cannot make a claim with Airasia or the Commbank insurance team.

Any feedback you can provide would be appreciated.

Date Travel :20 Oct 2018
Booking no :ALH1SV

Description :

I was travelling with a 5 months old baby & bring a stroller .
At KLIA, I informed the flight attendance to bring the stroller at the aeroplane door when I arrive in Kota Bharu.
Unfortunately, in Kota Bharu no stroller outside the door and Air Asia staff ask me to go down & take the stroller at the luggage lane.
I'm very frustrated with the Air Asia service, because of that my stroller were damage . PLease refer the photos as attached.

I recently booked 4 return flights bkk- danang to go dec 27 and return dec 30th. Booking number vq6yym. The web is not user friendly and instead of us ticking what other additional accomodation and services we want from air asia, every box is tick and customers have to untick to not pay. I find this very unappealing and also it takes advantage of customers. I got charged for 4 baggage which costs me 5000 baht extra... enough to buy another round trip ticket which is ridiculous. I called airasia to ask for sympathy and help in refunding the baggage fees that i did not intend to get. They say theres nothing they can do about this. I find this very irritating because i do still wanna travel with u and just this simple service, air asia cant even take action for me as a customer.

This is to inform you that, we booked flight tickets (PNR No. GMKDSS & RMZM2F) on dated 20th Sept-18 for travelling from Chennai to Bhubaneswar on dated 31st October-18.

As per communication received from you on 17th Oct, all flights from Chennai to Bhubaneswar are cancelled due to some operational issues. After that we discussed with your customer service support to give some other options through which we can travel to Bhubaneswar. But they told us we can able to refund the amount of flight ticket or we can change a date of travel, but after that they told us that from Chennai to Bhubaneswar all flights are cancelled till 31st March 2019.

In this case,
1. One option is cancelled that, we cannot change our travel date to any other day as all Air Asia flights are cancelled upto 31st Mar-19.
2. Flight fare is too less when we booked and you informed us after one month of booking without any prior intimation.
3. Why sector change is not possible?
If you are not informed your customer with any prior notice and you cannot switch to any other flight then why you disagree if customer want to get benefit from other sector. As discussed with your team, I requested them to give me flight option from Bangalore to Bhubaneswar because this is the pick time when we cannot get a reservation ticket in train, also flight fare is higher due to higher demand and less time in our hand.

As you are cancelled the flight without prior notice, your management have to give other options to their customers or else give a new ticket in the same booking price.

Did your management agree to pay the penalty to their customers for late information of flight cancellation.

Then why we bear and booked a new ticket if mistakes are from your side? Please consider this matter and give us better option.

Date of incident - 19/10/2018

I purchased a ticket under PNR - PPB9RZ for Goa (GOI) - New Delhi (DEL) for 20/10/2018. We got an text message about flight cancellation by 09:45 pm on 19/10/2018 which I checked at 02:30 am on 20/10/2018 after returning from casino in Goa. Then, I continuously kept speaking to your airlines department and spoken to below representatives at respective timings as below:-

Mr. Sanjay, Mr. Sidoi and Ms. Mukti on 20/10/2018 at 02:30 am till 04"30 am, whereby they have left me with no other option other than cancel it at full refund or get another flight after 2 days i.e. on 22/10/2018.

Due to your non availability of flights, I was left with no other options than to book a new flight from other airlines i.e. Indigo airlines which cost me INR80, 194.00/-

I want a refund of INR35, 734.00/- extra spent on the new flight due to your negligence, or else I will report this to the consumer court and to your Nodel officer and in Social media as it is not a small amount which can be left just like that.

Please contact me at [protected].

Looking for a positive reply from you.

Dear Air Asia, I am ready for my thesis reading but the flight from and back from KL to Miri was very noisy. The air crews sitting in front seems have lots of time talking loudly. Some of us was trying to sleep and I personally is reading. It is so unprofessional. I ordered the hot seats at utmost front specifically for some quiet time for preparation. It is especially bad at the flight back two days after upfront. We have 6 of us completely annoyed by the long winded conversation. Thank u. Please solve this. That's is why we ditched MAS 😞😞
Flight kl to Miri AK 5651 18 Oct 18 boarding time 9:55am
Flight back miri to AK 5643 20 Oct 18 boarding time 13:40.
PS please inform them to keep their viewpoint to themselves else We will make a video of them. Ha

Dear Airasia,

Good day to you. I was travelling back from Singapore to Miri (Booking No: NWI3SG - AirAsia Flight 1758) on 17/10/2018. When I get back, I open my luggage and realize my luggage have been open by someone and find thing inside. I was sensitive to my thing inside luggage when it been disturb. Although nothing been loss just my luggage tag been broken, but just to inform your company can take issue for this case for not to happen again.
Thank you.

Regards,
Karen

I have purchase the hot seat area behind the toilet. But i couldnt seat comfortably in my seat due to a lot of people passing across my seat which originally labelled as do not cross area.
Also, in the flight D7303. a lot of passenger stand and walk around as the flight is a serious night market. flight attendent of this flight didnt take this seriously as i think this would make us to think whether to take air asia again in future.
Please do proceed to train your steward crew to be firm yet sweet.

My name is Mr. Chong, I would like to complain online check in malfunctioning. I don't wish to check-in at counters seriously due to midnight time. I am requesting you to assist us to allow us check in online so that we can select seat and print boarding pass in advance! We also want to buy travel insurance add on online. However, online application keep telling us to come counter 3 hours in advance, please be considerations. Tq!

I paid twice on a similar booking fromTagbilaran to Manila on 16 September 2018. I filed my complaint several days prior to departure thru E-form and messenger.I was given a case no. [protected] on 24 September 2018. I have never heard from Air Asia Support for any update because my bank account upon checking recently shows no refund reversal.

Please help.

Severino L. Mejos

Date of incident: 1.10.2018 in KLIA 2 and 2.10.2018 in Taipei Taoyuan (booking number : IPITWJ)
Passenger name : Rita Lee Lai Phin
Connecting flight D7 376 on 1.10.2018 at 5.45PM was not successful due to the changes of departure gate and was replaced with D7 378 on 2.10.2018 at 7.40AM. Passenger spent extra cost on overnight stay in Sepang Hotel from 7PM (1.10.2018) to 5.30AM (2.10.2018). Passenger worried about the baggage for missing the D7 376 flight and was comforted by service counter saying that the baggage would not be loaded if passenger was not on the plane. Passenger was relief for hearing so and reminded Air Asia service counter staffs to make sure the baggage would be loaded on next day flight D7 378 and the air asia staffs confirmed the two baggage weighing 3kg and 9kg were safely loaded on the plane D7 378 after passenger asked air asia staffs to double check again and they confirmed the two baggage were in the list.
D7 378 departed from KLIA2 at 7.40AM and arrived at Taipei Taoyuan at 12.20PM. Unfortunately one of two baggage was not loaded on the plane. That was 3kg baggage. Complaint was made in Air Asia Taipei Taoyuan Airport as reported in PROPERTY IRREGULARITY REPORT (PIL/CBT) and attended by AA staff, Ms. Chen Yi-Wen. AA staff said the content of missing baggage can be claimed back if the passenger could produce the receipt of new items to replace the missing items.
The content of missing items were branded women undergarment which the passenger was forced to buy the similar items for Taiwan Dollar (TWD) 4, 469 which was equivalent to RM500.00.
When the passenger came back to Malaysia on 8.10.2018 at KLIA2 at 6.05PM before connecting to Penang at 9.40PM, an effort was taken by passenger to ask KLIA2 CBTO and found the 3kg baggage was in there.
Furthermore, the attitude of on duty of KLIA2 AA staffs during the original departure gate of D7 376 flight on 1.10.2018 had caused the passenger missed the D7 376 flight as well as the service of on duty KLIA2 AA staffs at the departure gate of D7 378 on 2.10.2018 were also not serious in dealing with passenger's serious request to make sure the two baggage would be loaded on the D7 378 plane and the no heed service had caused the 3kg baggage was left out. The unprofessional service of KLIA2 on duty AA staffs had lead the passenger to spent more cost to replace the missing items of the 3kg baggage.
As such, it is important AA complaint department should take this kind of incidents/matters seriously which is avoidable but some of the on duty AA staffs are not serious to provide the best service to the customers.
I, the passenger, Rita Lee Lai Phin, would be very much grateful if AA management could take this matter seriously and reimburse my extra cost due to your on duty AA staffs for overnight stay at Sepang Hotel including travelling cost and the spending on undergarment in Taipei and the total cost is estimated at RM 1, 000.00 for all the troubles caused by your on duty AA staffs.
My contact no is [protected].
The above report was prepared by my husband, Mr.Ooi, [protected].

Date:- 14th Oct 2018.
Client No.: [protected]
I was travelling to Pune to Jaipur on 14th Oct 2018 boarding on flight no. I51426, PNR.:-ETQ8KK. As soon as I went to collect the Boarding Pass I was charged extra 250rs for the seat, I didn't ask for my choice of seat, I just wanted a seat but the staff on their own gave me a Window seat and charged 250 bucks. I want refund amount for this.

I booked air Asia from Bali To Jaipur and somehow in a hurry I booked for 8 Nov instead of 8 Dec. I realised that I made a mistake and tried calling them. The customer care department received my call and I initially asked the to reschedule the booking as I made a mistake. I was shocked to hear that they are charging more than ₹12000 per person, the full amount even for the 2 years old child. My previous ticket booking, which was wrong cost me a little greater than ₹9000. I mean this is robbing someone's hard earned money by telling them. I asked them that I am ready to pay 3/4 of the total booking amount and asked them to check for any option as there are retention department who have a lot of promos or options to do this but they refused it straight away saying that this is not possible from our end. Is this how you treat your passengers? Pathetic, inappropriate, unprofessional and disrespectful behaviour and service this is from Air Asia. I will never ever travel with this Airline again in my life. Highly disappointed.

Dear Airasia, please please please train your front desk staff (KLIA2 Service Counter U, V and W) on the information for customer regarding damaged luggage replacement procedures! From counter U-V-W I asked, none of your staff mention on the procedure to claim the luggage, asking for report copy then keep pushing me to another counter. Lost&Found is located in the Arrivals, but for cases more than 24hours a security pass need to be applied from the airport management. Your svc counter staff said, just go to the L&F to claim but ending up MAKING ME LOOK LIKE A FOOL CROSSING THE ARRIVAL GATE WITHOUT A PASS AND WAS QUESTIONED BY THE POLIS BANTUAN FOR NOT FOLLOWING THE AIRPORT PROCEDURE! You made me wasted my precious 2 hours time just to claim the luggage YOUR CARGO CREWS DAMAGED from KLIA2-KKIA back in March2018. Please make sure every front desk officer know how/where/when to guide people on the procedure. Do not waste other people's time!

Hi,

We booked flights from Goa to Bangalore early morning and paid 2000 rupees each more to get to Bangalore early as i had to get to Mysore for training and my friend a flight back to South Africa. We took off and turned around to land again due to technical difficulty.

There was no plan B. Flights with other airlines were unaffordable due to the same day booking.

We spent 13h waiting for a flight and left at 8:30pm:
- We lost money on having to book a hotel room 2500 rupees
- We wasted an extra 2000 rupees each on the flight that never arrived
- Extra costs spent on taxi to go to an airport late from Bangalore to find somewhere to rest.
- I missed my training

Mischa
[protected]