AirAsia
reviews and complaints

Hello I had originally booked the 4.10pm flight from Saigon to kuala lumpur so I had a 3hr 30 minute lay over before I fly to Melbourne. But when I got my itinerary they gave me the 9.25am flight to Kuala Lumpur. When I rang customer service they are telling me I need to pay an extra 186 USD to get my 4.10pm flight when I have already paid 400 USD for my original flight. Can you help me with this?

Hello,
date of incident 19.02.2017
Booking numbers UL4ZGN, ZL1IUQ AND LP6PYR. As we were thinking of booking an Extra seat option we enquired with customer care of optiontown how we could buy one ESO not two for the two passengers originally on UL4ZGN. They advised us to contact airasia and split the booking. At no time was there a mention that this would affect our baggage allowance. The 3 travellers checked into Beijing airport and we had carefully arranged for a total of 40 KG's between the two passengers travelling together on the that booking number. We were told at the airport that the parcels HAD to be 20 KGS each as the booking number had been separated. This is completely ridiculous as with most other airlines, travelling passengers can put together their baggage allowance and the only reason we separated the booking was for the possible purchase of the ESO. We were charged an excess baggage fee. I request a full refund of same, as Optiontown did NOT advise this would advise our baggage limits and most other airlines allow you a total baggage allowance when 3 passengers are travelling and were checking in together.

I flew with Air Asia on the 09th February 2017 to Kuala Lumpur with my wife from Perth. At the counter airport we were told he can't put us to sit together and when boarding can ask the stewardess.
As we boarded the plane we notice the middle part was almost empty and the remaining passengers were allocated at the back of the plane and separated from their partners or families.
During the flight we were told to pay $35 to get upgrade to the middle of the plane and be able to sit with our partner.
I found this is the most ridiculous idea and certainly is an extortion in order for this budget airline to get extra money and never in my entire life catching a plane through out the world being treated this way.

Hello,
On February-18 I bought a flight Bangkok-Chiang Mai for March-17:
Flight FD3162 1pm.
Payment simply failed after I entered Visa card information and then the validation code received from my bank in France. AirAsia web page entered an infinite loop: there I new that ticket issuance had failed.
In the end, I discovered 3 days later than 3960.81THB (about 103EUR) were charged on my bank account, but I received no mail from AirAsia: no ticket, but I paid for it !

Submitting a custormer form on AirAsia website, I did not get any confirmation mail saying that support would reply.

I still have no new from AirAsia that charged me for a service not delivered.
Just unacceptable !

Regards
Herve MARTIN (Paris)

I am a Malaysian who is also a wheelchair user. On 21st February 2017, I was travelling from Guangzhou to Kota Kinabalu, flight Ak212 with my own wheelchair together with my husband. Upon arrival at about 3.30am, my wheelchair had been delivered at the airplane exit door. My husband and I had followed the procedure (as usual) to sit on the flight and be the last passenger out from the plane due to I'm the wheel chair user.

However, we had been waiting for at least 15 to 20 mins while I'm sitting on my own wheelchair for the ground staff to send us to the immigration hall, all the passengers had left the airplane. There wasn't any ground staff bothered to take any action nor had they offered any help to send me to immigration hall. We had been waiting for long time, my husband decided not to wait any longer but to push me towards the immigration hall without any assistant. Right at the time when we entered the immigration hall, there was a stewardess who served us on AK212, loudly yelled at my husband and I, and disallowed us from entering into the immigration hall. She further shouted that my husband and I should have waited at the airplane exit until the ground staff came to assist. Not only the reason was totally non-sense, her attitude was even shamefully unprofessional disrespectful and amount to a great discrimination to a wheelchair user as well as to a frequent Airasia user overall!

There was absolutely no reason for her to waist our time and retain us from leaving the airport, when the staffs themselves had failed/omitted to perform their duty, ie. assist wheelchair user to travel to the immigration hall.

Such situation and discrimination has left the journey unpleasant and caused my husband and I serious distress. I would like to share and disclose her photo, who owes me a sincere apology. I hope that Airasia can take this case seriously and act accordingly in order to prevent such low standard of service and untoward incident from happening/repeating again.

I am also hereby expecting an appropriate and reasonable explanation upon such incident and distress that I had an not entitled to. Thank you.

Dear Madam/Sir,
I traveled from Rome, Italy on the 14th of January 2017 with Etihad Airways to Kuala Lumpur to catch the flight AirAsia from Kuala Lumpur to Perth Australia - flight No: D7 236 (Booking number FM65QK).
I landed on scheduled time of 22:05 in the evening and I arrived to the AirAisa checking counter on time (see train ticket attached).
The officer at the checking counter started to make phone calls and I had the impression the officer was not trying to speed up the procedure, instead was delaying, which resulted saying that I should buy a new ticket for the next flight (In about 10 hours !) because allegedly that plane is getting full ?!
So I said, in this case I leave my luggage here, so I can catch my scheduled flight and my luggage can be sent after me later to Perth to be picked up.
The officer replied this was not possible and insisted I still should be a new ticket (?!)
Having no option and taken for granted I had to buy a NEW ticket for the next flight (in 10 hours !) for an amount of 1930.08 MYR which was 4.3 times more expensive (!) than the ticket I originally purchased (the original ticket was: 446 MYR).
This happened at around 23:20 which, in my opinion I would still have had the time to board the original flight !
The next flight which I was forced to wait for and to pay for was supposed to leave at 10:10 am and I witnessed when on the plane, that at 9:55 there were still boarding the plane, which in my opinion means I definitely could have caught my original plane !
So in summary:
1) I feel very disappointed about how I was handled at the checking counter, having no option but to buy the new ticket, when with a little positive effort from the officer, I believe I could have been on the original flight !
2) plus I was taken for a "ride" and changing the ticket for that price is absolutely ridiculous !
3) The reason for submitting this complaint now with a delay is that I was coming to Perth for a liver treatment, which made me busy.
Thank you for your attention and understanding and I hope in your positive receipt of this matter.
Original airline ticket, new ticket & invoice and train ticket enclosed.
Yours faithfully
George Kalman
Phone: +[protected]
Email: [protected]@yahoo.com

Dear Sir/Madam, i have a flight from Kuching to Kuala Lumpur at 2220, flight number AK 5217. Your staff name Zahair bin Ahmad who incharged at buggage check in counter humaliated me in front of other traveler. At to begin with, he took my stuff which is just 2 light boxes contained nourishments. He said that there is an additional charge for those containers. So i asked him pleasantly what amount do i need to pay, is it costly. At that point he shouted at me by said "there is no free things, all must paid". "If you dont have cash so simply act like the way it is!". He likewise shouted at me in front of people in general and said that i amshodrama queen in the correct word "dasar perempuan kuat drama!" After i made a report to an officer at the administrator office. I am so dissapointed, i am a ladies, im ur client, i got pride and rights. I have no issue at all to pay all the charges however please treat your client pleasantly. I didnt said that i dont want to pay or i utilize his cash to clear my bills. Kindly accomplish something, having a staff like him is an infection to your organization. TQ

I have a flight out from Melbourne on the 18 October 2016, 01.10 hrs, D7 213 (Appendix 1). On arrival at the Melbourne Airport, app. 11.30pm I was told that my name was not on the list for the stated flight. I was then rudely referred to one Mr. Phil at another counter. In a conversation lasting from 11.40pm to 12.10pm, Phil (White) was rude, intransigent & had a kind of attitude. He kept on saying that he could not find my booking & I was loud & aggressive. I asked Phil to be careful on his usage of words. Not a response. In the end, Phil told me that he has a right for not putting me on a flight which he did & placed me on the same flight, at 1.10 am but in the following day, 19 October 2016.
I have used various airlines including Air Asia on a few occasions in Australia. Most airport staff including White Australians are friendly & co-operatives except for the stated person. From observation, I found that he was reasonable & courteous attending to another person (White). From this observation, he has selective behavior. Also from observation I think he is probably unhappy over things, unaware of what hospitality is about, of low esteem & probably having lower pay. I base this assumption on character & the working characterization of the job. I have lived & worked in Australia for a long period of time & while on many cases people in Australia go about their lives & works but it is also a country with a high degree of bigots, ‘I am in charge tendency’, which is a fact & historical. Thus, this brings to the question why employ these low lives & get your company into disrepute.
Due to this incident I have to take a flight the next day from Melbourne to KL., and as I have so much memory of this incident I decided to forgo my ticket from KL to Macau & instead purchased a ticket from another Airline to fly me to Hong Kong.
Frankly I only take Air Asia when I have no other choice & with this incident would I change my flight preference?

Dear Sir/Madam

24.01.2017 Air Asia have took money from my Bank account but I didn't get tickets. After Iogging in your website I didn't see any tickets so I didn't get confirmation, the same on my private e-mail ([protected]@wp.pl ). Unfortunatelly you took my money (258, 57 Euro) from my Bank account and a would like to file a complaint and refund.The nr operations is AirAsia Fd Tw2eyk Essex 24/01.

I'm looking forward to hearing from you

Marek Rakowski

Dear sir

We flew air asia from jakarta to hanoi - ak 387 to kl then ak 516 kl hanoi. Dates 11th feb ak 387 and 12th feb ak 516.

At kl flight check in we were accosted by a rude ground staff who was checking our passport despite knowing well that we are in transit then taking the kl hanoi ticket (presume by mistake). When we reached the aircraft we realized that this guy has taken our ticket so we ran back the que and accosted him. Frankly he was not only rude but also not at all sorry for putting us in trouble.

We were confused is it because we flew in from jakarta that he took a strong bias against us or was he being over exuberant. Having flown air asia quite sometime now and having flown almost all airlines across the globe, this was by far the worst experience we had.

Mark me when I say complaint is so strong against this specific ground staff but not against airline. People like him have utter disregard for passengers and flout their uniform to dictate people rather than make them comfortable. I do hope it's not a bias malaysian carry towards indonesian passenger or passenger coming from indonesia.

This guy deserves a job in back office not at front desk. I do hope reaction to this email is quick and remedial measures are taken by a great airline.

Regards

Capt sumit dobhal
[protected] (big loyality number)

Hi,

I am a frequent flyer and recently got a chance to fly by Air Asia and was saddened with my experience. Myself and my wife were travelling via the mentioned aircraft. My wife' PNR number is QW9TKH.

When I went to the counter to submit our checkin baggages, I was offered to buy a Rs 550 lounge coupon which I denied. Then the person behind the counter told me that since both me and my wife have different ticket bookings, he cannot give us seats together. He asked me to pay Rs 400 and he can give me seats together. To this, I said, thats OK, issue us separate tickets and we will try inside (requesting fellow passengers). Now, the Air Asia guy said I have checkin baggage over-weighed some 3.8 KG (approx. 1.7 KG in each checkin bag). He asked me to pay for that. I was shocked to hear all this as it appeared to me that Air Asia motto is just to rip of money from customer any which way. I have traveled almost all domestic and most of the international flights. Never I faced this issue where 1.7 KG is considered to be over-weight and chargeable under the circumstances of conversation I explained above.

Despite numerous requests, the Air Asia fellow, did not let me checkin my bags. He, finally, offered me a deal - If I pay Rs. 400 to get seats together, he will allow me to checkin my bags. By this time, I gave up the argument and agreed to his deal. He took Rs. 400 in cash from me and gave us seat 6A & 6B. I am attaching a receipt of the same.

Considering what happened in my case, I do not think I would ever consider flying again via Air Asia. Neither would I advise anyone in my family and friend circle to consider Air Asia.

Could you please look into this matter and provide me a reasoning behind this gesture of Air Asia staff.

Looking forward for a response.

Thanks,
Abhinav

I booked my flight yesterday using my big points. I wasn't given the option of the $29 add ons and had to book my luggage and seat separately. My fare came to $313 after my points which equaled $128 credits. My booking number is rd3h2y.

I then booked my friends flight booking n# jnn44u the exact same flight. I did not use any points or credits and her booking allowed the $29 add-ons which included a meal seat, allocation, and luggage. Her total booking was around $347 without any credits.

I can not see how I really saved by using my credit. My booking cost should have been the same as her less $128.

Please explain how I have benefited by using my big points?

I have used air asia many times I haven't always redeemed my points if I had I would have had more points. However the points I used I expected to benefit from in some way.

Regards,

Tanya harris
+61 [protected]

On 8Feb17, time 1500, me and my husband and our 1 year old baby taking the flight AK715 bound for Singapore from Kuala Lumpur after our home trip for CNY celebration. When we were on board, my husband carried my baby and I suppose handle the hand luggage. While I searching for a space in the compartments for the luggage, I realised all compartment very full and I tried to ask for the help from a cabin crew walking towards me, his name is Zakhari. I told Zakhari that we need a space for our luggage, immediately he responded to me "Push your luggage to the front, we don't have space here!". I turned back and see, there is a queue behind me, I can't move to the front, but Zakhari kept shouting "Push your luggage to the front!" Frankly his tone was impolite and nobody moving. After a while he found a space in the compartment next to me and asked me to put my luggage there, he was just standing there watching me struggling to lift up the heavy luggage by myself and my height just too short to the compartment. Halfway lift up, I was asking him "Can you help me?" And he replied to me "If you have say please, I could have help you!" I was SHOCKED with his replied and can't believe I heard this from a cabin crew. Zakhari did help me to put my luggage in the end.
This was the worst experience that I had in the aircraft. Mr Fernandez, is this the SOP for Air Asia cabin crew? To say "Please" then only rendered the help? Yes, we are taking Budget airline, paying Budget amount for a Budget flight, but is this suppose the "Budget Service" that we suppose getting? As a Malaysian, we always proud with Air Asia as the best budget airline worldwide, we really hope the management will look into this seriously because I feel that this service lapse will bring damage to the reputation of the Airline and the country.
(Remark: I could have spelt wrongly the cabin crew's name due to another female cabin crew refuse to give me the actual spelling of his name after listened to my whole story.)

Our original flight schedule (Cebu To Manila flight Z2 776, Feb.17, 2017)
is originally by 12:00 NN then it was moved 3:35 PM but moved again by 4:15 PM.
Imagine that wasted 4 hours time because of our delayed flight? >:(

I missed my another appointment in the afternoon because of what happened.

What kind of service is this?
The conceirge also informed us that there were no free lunch or refund for damage.

Please check your service and prioritize On-Time schedule flights. Do not take for granted your passenger's time because we also have commitments to Be accomplished in each day.

Sincerely yours,
Tin Oafallas
[protected]@yahoo.com.ph

I have booked a flight ticket via online and perform the Web check in and the message prompt "the boarding pass unable to proceed due to customer required to counter to valid the visa and other related documents. When to the customer service counter to check whether visa is required to apply before hand. But the answer from KL Sentral customer service is "We do know, for further info please check with travel agency. Here we only sell tickets or manage your booking". This is really frustrating I bought the tickets via online of Air Asia not via travel agency. It is very shame full that Air Asia staff is NOT WELL TRAIN. I bring the Air Asia ticket to MAS customer service they have given me a info diligently. All I can say please train your staff. This really damanging company brandinh and name. After this kind of experience, where do you think I go?

We went to the airport Ho Chi Minh City on the 27th January 2017, to get our tickets changed to fly back to Bangkok early, because of death in the family. our tickets were dated to fly back to Bangkok on the 2nd February 2017, The member of staff at the counter told us that the fare would cost us another £140 each to fly back on the 28th January 2017, i ask him what about a deduction of the tickets already paid for?, he told me he had given a discount!, this is not the case, as i checked online the price to fly ho chi minh city to Bangkok on the 28th January 2017, and the total fare coming up as £136 per person including baggage and seat with meal..In our hour of family loss, airasia ripped us off by over charging me and my family to get back home. I will never ever fly airasia #### line again, maybe it will happen to you one day. you horrible airline, may you rot in hell.

Hi Team
Last yer we booked a flight with Air Asia booking number Q9VQJL (14 Jan 2016) to travel to NZ.
We were unable to travel due to my wife contracting breast cancer.
We have applied for a refund for my wife and myself and followed all instructions and provided all information including required documents from doctors etc.
We received two Case numbers
CAS-[protected]
CAS [protected]-PPB5HD.
We have currently not received any refund or been provided with any further information.
This delay is not acceptable.
Please let us know what is happening and I would also like the contact details of any external governing body that we can approach in relation to the way we have been treated.
Please respond by email to [protected]@gmail.com
I look forward to hearing from you
Kind Regards
Mark Shrubshall

My booking no. ABBYHI. My family and I were given the wrong seats for the flight back from Gold Coast to KL on 19th of December. We bought the Hot Seats as well as the ESO (extra seat option from Option Town). However the boarding pass issued for the 4 of us were 32G, 33C, 32K and 32C. They were normal seats. When we boarded the flight, there were other passengers seated on the seats next to the seats mentioned. We informed the crew Purser Sharifah Shaheera and Puteri Eleeza regarding our purchase of the two seats Hot Seats and ESO and asked them to check why we weren't given any of those seats. The seat nos of the Hot Seats that were stated when I bought the tickets were 35B, 35C, 34D and 34F. The agreement was if I dont get the ESO then the Hot Seats would be made available to us. As neither was given to us, I refused to be seated until they resolved it. Then Puteri Eleeza and Sharifah Shaheera apologised to us and said Air Asia made a mistake and that they will ensure that we get refunded. They assured us that they will assist us in resolving the matter and asked us to be seated elsewhere. My family and I were separated. We trusted them and sat on the random seats provided. My seats were given away to other passengers who did not pay for them. I booked this flight and paid to be seated with my family which I was denied.
When I made a report to Air Asia and Option Town the next day, both denied my request and said that based on their checking no such incident took place. They said all passengers were given their seats. The Option Town staff Max even excused me of lying. I am pursuing the matter with Mavcom now. I just want to inform all passengers, please do not trust Air Asia personnel. They are not trustworthy and have no integrity.

Hello Air Asia

I am unfortunately writing to complain about the trip I took from Phnom Penh to Jakarta on the 29th January 2016. I arrived at the airport three and a half hours before the flight as three hours was the specified time to arrive for international flights and I like to be careful. I waited and waited in the entrance to the airport only for the check in desk to open only one and a half hour before the specified flight time. This is not ok. When I complained - it sounded to me like this was standard procedure and should therefore be advertised to the customer beforehand. It was an uncomfortable two hour wait I'm the early morning.

I was then told by your team that I could not board without a return flight. I explained to them this is always the case with countries but I have never had an issue before as a traveller. I have never overstayed my visas which can be seen in my passport and I explained that if I was questioned on the border I would buy a flight while I am there. I even offered to show my bank balance as proof I am able to do so. No other airline has yet made me purchase a ticket even though this is generally always a requirement, definitely for Thailand which I visited first! The reason for not buying a ticket was as I was unsure of my plans as Indonesia is a big country and it didn't make sense to buy a return as I was not exactly sure of how far I would get across the islands. Then being forced to buy a ticket and quickly due to the late desk opening I asked for a number of airports, which they could just not find on the system. In the end and in a panic, I said "fine, just book me a flight from Bali". On top of this your staff were rude and unhelpful and it felt they really couldnt care less about helping me get the problem sorted. I am now in a position where I am going to have to use two days of my thirty day visa to travel back across a large portion of the country to go back Bali (where I have just left) in order to get my flight on the 27th, I can't afford to fly Ito Bali and out again. I have subsequently spoken with other travellers who did not have return flights, and as I suspected, none of them had any trouble with their airlines or on the border and are now free to roam until the book their flights out of Indonesia.

On your online system, I was made to pay for priority boarding as there were no seats left. This was annoying as its just another extra on top of the price that I shouldn't have had to pay, just so you can fill priority boarding seats - which are not needed when you everyone has seat numbers anyway? Then, they didn't even do priority boarding! They just boarded everyone at once. So I paid for something I didn't even receive.

When I finally arrive in Jakarta. I had a message saying my bag had been left behind in Kuala Lumpur. Your staff here were helpful but the bag did arrive late back to my hotel which prevented me from getting out of the hotel room that night.

Overall this one flight caused me great stress and led me to pay out lots of extra money I did not need to pay. And I will now waste time travelling back across the length of the country and spend who knows how much on getting back to Bali. What I would really like after all my hassle is to be able to change my flight on the 27th to a airport better suited to my plans and if not get some refunded money to pay for my travel needed to get back across the country.

Many Thanks for taking the time to read this email. I don't like to complain but the whole process left me very upset and angry so I felt I had to.

Kind Regards
Hannah Mead

I'm aware that airasia has a prior 48 hour policy to modify a flight. I used the akrasia app to change the date of my flight and the time was clearly more than 48 hours, however there seems to be an error in your app as i could not click on the tick button to complete my modification of my flight. I do not have my laptop with me at that time as I am away from home. This is the reason for me missing out on the 48 hour policy to change my flight. Is there anything I can do as it is clearly an error of the mobile app. Many thanks, Adam Chua

D7214
AirAsia X Booking Reference: TFD34S
Adam Chua Ping Rong