AirAsia
reviews and complaints

Today I just came back from KL to Tawau on flight AK 5748; seat no. 3D-hot seat. During the flight I want to use the front lavatory. One of the stewardess didn't allowed me to use it...reason the pilot want to use it and asked me to use the lavatory at the back. She should not do this coz I paid for the flight...customer first. She should be more concerned about the customer. Please advise them...attach my boarding pass and the stewardess

I was on the QZ680 flight to Lombok from Kuala Lumpur on the 23rd March 2017 departed at 1235PM landed at 355PM.

As i have landed, and after the immigration counter i soon realised that i have left out my wallet in the plane. I asked to go back and get in contact with one of Air Asia airline officer to go and look for it.

I was then told that its no longer there and there's no track of a wallet in the plane. Devastated as i maybe, but i was very sure that the wallet was placed inside the magazine compartment before i went out from the plane. It was gone for just a matter of 10 minutes? How on earth would you explain that?

Id understand that the standard operation procedure will involve the cabin crew to replenish the plane before it fly again.

I admit it was my fault due to negligence but it makes it even more difficult when you have unreliable cabin crew such as the QZ 680. It was a terrible experience, and im almost certain that ill not be flying with you ever again.

I was booked on a flight from phuket to bangkok on 26th march 2017 at about 1225 hrs. I received a confirmed booking and it was paid for in full. 10 days before this flight was cancelled and I was booked on a flight at 0135 hrs, again confirmed. I checked-in online and I printed out the boarding card. 2 days before the flight, I received an "urgent" email from airasia to tell me that the 0135 flight was also cancelled and I was booked on a flight at 1800 hrs - about 6 hours after the time I wanted to depart. This meant I had to change my connecting flights from bangkok. There was no explanation as to why these flights were cancelled. This is a new low for airasia. When I booked my several flights with airasia, the carry-on luggage allowance was 7 kg, plus a laptop bag etc. Near the very end of my long 4 month travel in the far east, airasia suddenly changed the regulation that the total weight allowed as carry-on was 7 kg. So suddenly I was not able to carry my laptop bag (2 kg) on board. I already had paid for the 30 kg checked-in luggage. I clearly feel that the airline had broken its contract with me when it sold me the flights.

Booking number : ecbe5f
Nicole banyard
Nicolo haglich

Perth to bali 04 november 2016

I have been waiting now for nearly 5 months for refund of my flight as it was to be delayed more than 3 hours which did not suit my travel plans.

I completed an online request form and since then have spoken to numerous people :

09/01/2017 to 22 february 2017 - all saying that it was up to refund requests department.

I have always flown with air asia and have never had any problems but I find this treatment to be quite unacceptable...

Please can I get some kind of response to my complaint as soon as possible

Many thanks
Liz haglich
Mobile no : [protected]

Pada 18 mac 2017 jam 0100 pagi, penerbangan saya dari kuala lumpur ke seoul korea (penerbangan d7506). Selaku penumpang air asia x saya tidak berpuas hati dengan tingkah laku pekerja yang bernama dhanisha, id pekerja : aax2819. Beliau telah melemparkan perkataan kesat terhadap saya iaitu "### you" sewaktu beliau check boarding di pintu masuk.

Adakah pihak air asia tidak memberi kursus terhadap pekerja tersebut supaya menghormati pelanggan?

bagaimana pihak air asia boleh menggajikan danisha id: aax2819 yang tidak bermoral bekerja dengan pihak air asia?

mohon pihak atasan mengambil tindakan keras terhadap pekerja ini. Ini kerana saya tidak mahu perkara ini berulang sekali lagi terhadap mana-mana penumpang yang boleh memburukan nama baik air asia.

Hello,
I'm citizen of India & was in Malaysia as tourist.
I'm aware that at KLAI2 airport I need to checkin min 1 hour in advance for domestic flights. On 2-Mar-2017 against booking reference OD2GPL I was heading to Langkawi from KL taking flight AK6316, dep at 7.20pm. Along with me, even my parents were traveling with booking ref APZ6FB. All four of us were infront of the counter at 6.05pm standing in the queue for almost 10 min. Looking at the queue the executive from Airasia diverted us to the Kiosk asking us to take boarding pass. I couldn't get print at the kiosk due to technical problem. Again back to the queue & waiting. When I finally reached the counter it was 6.30pm & i was informed that the checkin to the 7.20pm flight to Langkawi is closed. But I explained that I was in the queue since 6.05pm however executive was not at all supportive & immediately the executive at the counter routed me to the service desk of Air Asia. I begged her that I'm tourist & I'm not supposed to miss the flight and also explained her that I was infront of the counter at 6.05pm, well in advance and the delay was because of queue & not my fault. I also requested her whether she can issue only boarding passes to parents as they had only hand baggages. Even then the executive at the service desk didnt allow us to board the flight. Finally I was charged an additional fare of RM 806.2 over and above my existing tickets and told us to take next AE6320, dep to Langkawi at 9.10pm.
As tourists we are new in the country and airlines should treat us with respect and not cheat us. I'm totally unhappy with the service quality & expect Malaysia airport authorities to take severe action on Air Asia and I also expect reimbursement of RM 806.2 which Iwas forced to pay.

With this complain I want to safe guard other tourists from this kind of open cheating for airlines.

I have already escalated to Malaysia airports and also will inform Indian Embassy in Malaysia

Best Regards,
Vikram Vishwanath Patil

20 mar 2017
Flight ak5131 (Bki 3.30pm to kul 6.05pm)
Total of 4 pax (Confirmation #mngmgx)

1) flight delay to 3.55pm and everyone on board. Unfortunately when on board which on the plane itself, announcement of technical issues happen and no clear about real time to depart. So 4 of us wait about 5pm then only start departure (Suppose 3.30pm); no mail update about the reschedule or proper update, this trouble us to update limo pick up service multiple time till we give up, and get limo service guy to wait for our call upon flight can depart. We arrange the limo pick up from klia then to negeri sembilan.

2) I bought hot seat, meaning I am willing to pay extra but unfortunately seat safety belt for hot seat 1c, 1e got problem to wear, (2 out of 4) after feedback to crew, then there is a techician to check, during checking it is ok, then after 15-30min we test again the seat belt, the problem shown again. Again, we feedback to crew, the solution from the crew is to change my brother to another seat, which is not hot seat any more 19d. Then my sister who sit in 1e without changing the seat as she needs to take care both parents. I am truly understand the decision made by crew to change the seat. But we are unhappy on the quality on the plane (Seat belt) and the extra pay we had pay to reserve the hot seat.

I bought insurances for 4pax, any compensation on this matter?

Since air asia everything is count, I do hope the person in charge take into serious consideration on this, and our dissatisfaction.

Regards, wy

At 5.30pm on 21st march 2017, I (Har[censored]a haroon) and my colleague (Russayani ismail) arrived at klia2 and made our way straight to aisle s to drop our luggage. There was a long queue, and as we were waiting, a ground staff (Siti saliehah) approached us and asked to look at our tickets. She then started saying something, addressing me as "awak". I find the language she used unacceptable. I stopped and corrected her, but she proceeded to use "awak". She could have used "cik" or "puan" as these would be the appropriate options; not only because we were in a professional context, but also due to cultural considerations (Unless airaisa has gone all out global and has chosen to ignore the local culture altogether!). We were visibly older than her, and she would have noticed that we were certainly not her peers! Is there no training on language use at airasia (Or is it assumed that "everyone can talk"?). This may seem trivial, but hey, when it comes to customer service, nothing is.

A few hours later, we boarded the evening flight ak6014 from klia2 to aor. We had hot seats, paid through government warrant. When our meals arrived, we asked for a bag, and the female cabin crew in charge (Having handed a bag to a lady next to us), told us: "finish already", and proceeded with her duties. No smile, no sorry. What are we - stones? To make matters worse, a few minutes after that, we saw a male cabin crew going around with a thick wad of plastic bags. We got one from him. So, what was the "finish already" about earlier. We concluded it was down to either bad attitude or sheer laziness. Either way, tony, airasia can win as many awards and rated as best so-and-so year in year out, but if this is the kind of services paying customers actually get when it comes to the crunch, it really does not take rocket science to figure out what can happen to airasia's reputation. I hope the ground staff and the cabin crew are just two bad apples who should not be allowed to be in contact with paying customers until they are trained further.

I am so disapointed on your service. is terrible BAD. Already delay for 2hrs, thn when depart at KL, you are not allow us to take it even the flight is there. Hotel also no inmediate to check in. Let us wait how many hours there.
We hv a inportanr business meeting to talk. Is it any loses cn claim from airasia?
how many u need to pay to us? money?maturity?energy?mental?

Pls correcy your service, otherwise we will change othwr brand flight. Its no worth to us and very bad service.

I apply ticket on 18th mar 17. Passenger name mr. Singaram karuppiah, booking no is rgz3qf. I am wrongly enter the destination like kul to trz, but his actual destination is trz to kul. I requested to change the destination I send mail to your company, but still I have not get any response from your company. Very worst service. Human error is usual, but I am not said to change passenger name just I requsted to change destination only.

Hey, yesterday I travelled from Air asia, flight no-I5-776, from Goa to New delhi, while taking my baggage, i found my bag in torn condition, due to improper handling of the same, pls refund the amount of my bag...
Moreover flight did not offer any offering of water & snacks etc for in board passengers, other flights are giving the same, My details are follow-
Nikhil Jain, D.O.B-03/12/1985.
PNR-GPFUXR
Trip ID : [protected]

I was really unsatisfied in this time service, please refer to the below reason:

I had won four flight ticket from myfm radio station, and I have submitted the flight ticket redeem forms on 10.03.2017, around 5pm. But I only received the flight ticket on 17.03.2017 (Around 3pm)!

The reason for flight ticket issued in delay due to mistake in booking the flight ticket destination! Suppose is wuhan, but they booked to hangzhou! If I didnt remind them, I might fly to hangzhou?!?!?!?

Further, the office line 03-[protected] never pick up from your staff! I tried to call almost 50 times! Never pick up! Never!

Nevermind!

Now i'm facing another problem,

I cannot check in via online due to the system already assigned our hot seat to the other passengers. I have no idea, why they all fix the seat but the system still assigned the seat to others passengers (Customer service michelle told me). Now I need to go airport with my parents early because want to check in via counter!

That really is an unacceptable matter happen from airasia!

Terrible and trouble experience ever!

James koh

Hello,

I purchased tickets for my father in law and mother in law from Dhaka to Sydney for Sunday 19th March 2017. I have received an email from AirAsia about flatbed upgrade and I found the offer was reasonable and wanted to provide better seats for parents because they are not physically well. I informed them about the upgrade.

I received a confirmation email and waiting for pending decision. Email confirmed that decision will be notified before 4hrs of the departure. It's already couple of days passed but still not received any response. I haven't received my money refund as well. This is unacceptable services and will consider twice before flying with AirAsia in the future.

- Optiontown reference # [protected]

I want to raise this issue with AirAsia and take appropriate action. It was embrassing for me to my parents that they knew they will be flying with better seat.

Regards
Roysul

Australia

P: [protected]

Dear Tony Fernandez,
Please do not put a deaf hear to all the complaints abt yr airlines and staff. Take responsibility and don't make your customers suffer for the poor service of your staff. Don't make money at our expense. We customers have paid for services and upgrades but were not offered the services nor refunded. Money earned this way will not stay. Remember, it is our hard earned money. Please don't cheat us.

Dear Sir,

I have been writting to Air Asia Nodal Officer and Appellate @ [protected]@airasia.com and [protected]@airasia.com since 5th March, 2017. I have not received any response from both email Ids in spite of repeated follow-up emails. Request you to look into this and respond to me.

I have reproduced the mail that i sent verbatim below. Should you require any details in specific, let me know.

Dear Sir,

This mail is regarding excess amount of Rs 12, 504 collected from me on 20th February 2017 at Bangalore International Airport.

To give you the background of the subject transaction, i had booked a flight ticket through Air Asia on 17 January 2017 from Bangalore to Bangkok and made an online payment of Rs 17, 394. Booking was confirmed under number GWG48R.

I had also booked a few tickets through Air Asia for onward journey to Hanoi, Siem Reap etc., One of such onward journeys pertained to my travel from Bangkok to Hanoi on 21 February 2017. My onward journey from Bangkok to Hanoi was booked under number OIYLPZ dated 17 January 2017. The original itinerary under this OIYLPZ was departure from Bangkok to Hanoi @ 7 am on 21 February 2017. As i was scheduled to arrive at Bangkok on 21 February, 2017 @ 4:20 am, i was given to understand that it may not be possible to complete Visa on Arrival formalities well in time for my onward travel to Hanoi and sought to reschedule my itinerary.

In the context of the above background, i contacted Air Asia staff over phone to check-out on possible timing that may take to obtain VOA at Bangkok and i was given to understand that it may not be possible o complete VOA formalities at Bangkok Airport and check into 7 am flight on the same day to Hanoi. Hence, i discussed with Air Asia staff on rescheduling the flight.

I had two options; one either to reschedule my flight (GWG48R) from Bnagalore to Bangkok to 19th February 2017 or reschedule my flight from Bangkok to Hanoi (OIYLPZ) to evening of 21 February 2017. As i was discussing the option rescheduling booking number Bngalore to Bangkok to 19th February 2017, Air Asia staff was not able to carry-out the transaction and i was put on hold for long time and i did not get any response or confirmation. Neither i could make the payment for rescheduling as there was no confirmation nor i did receive any email.

I called Air Asia customer support again and this time some one else took the call and i received a detailed process of rescheduling and VOA and i was further told that there is an AirAsia flight around 6 pm from Bangkok to Hanoi on 21st February and rescheduling costs around Rs 4000/- only and i chose to reschedule my flight from Bangkok to Hanoi (OIYLPZ) and i paid Rs 4, 842/- online as advised by Air Asia staff.

On 20th February 2017, when i went to collect my boarding pass at Air Asia counter at Bangaore airport, i was told that my name is not appearing in PNR list for 20th February and i was denied boarding pass. After much pleading, i was asked to meet Manager at AirAsia booking office. I met with one Mr. Poobathi Raj. M. (G.S.Officer). He told me that my flight was rescheduled to 19th February. I told him that neither there is any confirmation from Air Asia nor i have made any payment for rescheduling and i have not even received my ticket from Air Asia for 19th February. He expressed his inability to look into the matter as it is case of wrong authentication by Air Asia staff at call centre. I pleaded with him to help as i had booked quite a few tickets with Air Asia totaling to about Rs one lakh for my onward journey to Hanoi, Siem Reap and Bangkok.

Mr. Poobathi then told me that this is a case of wrong authentication by Air Asia staff and he further asked me to pay Rs 12, 504. I tried to convince him that for no mistake of mine why i should pay additional sum of 12, 504. During my conversation, Mr. poobathi told me that he has made appropriate comments and remarks so that i can escalate the matter and collect refund. He further told me that if need to travel on 20th Feb, i need to pay additional sum. I had no option since i had spent huge amount for my onward travel with Air Asia. Hence, i made the payment of Rs 12, 504 and i was provided with receipt.

In view of the above, i request you to look into the matter and refund Rs 12, 504 collected by AirAsia at Bangalore International Airport on 20th February, 2017.

Thanks and Regards,

Vasu Raghavan.

My name: Tan Hui Kuan
Email: [protected]@yahoo.com.my
The flight booking reference KFBBMF flying to Chongqing on 11/5/17 and back to KL on 19/5/17 have been successful booked on 19/3/17 with payment of RM1812, which have been cleared from my bank account.
But there is no reply email to confirm and also can't find in my "Manage my booking.
And now I receive email saying the booking is not complete. Do you mean I need to go through the process and pay again. I can't understand.
Please rectify the abnormalities.
Regards

I booked online 20kgs of luggage on a ticket which had 4 people booked. Still I was asked to pay up for the luggage since one person in the ticket was not able to make the flight. The luggage should be tagged to a PNR number and not one passenger. The ticket PNR was same for all the passengers. I felt cheated and vow never to use air Asia again. Had to pay twice for the luggage. Very bad experience and customer service.

Today 19 Mar 3017 (9:45 AM) I called Indonesia Air Asia for helping me check the amount of my big points. There is the problem of my "Big Point" no show on website. I would like to book my future fight by using big pints but can't. I never use any big points yet during many years till now !

The Indonesian (lady) as call center push me to check on website only! Impolite answer and no responsibility. Also it's hard to communication with her in English.

In the end she still push me check on website. The only answer from her was "Madame, please check on www.airasiabig.com".

I try to let's her know that i'm working on website more than a hour before asking help from call center.

Every month I fly with airasia at least 2 flights/ month. Indonesia airasia is the worth service ever even the call center.

Regard

I book a ticket flight form JKT-SING-SING-JKT with Air Asia Big point 3, 934 and additional charge IDR 506.000. I had air asia big poin 12, 686 today per 17 March 2017. Suddenly after transaction, error occur and I see my point reduce to become 8, 784. Luckily my credit card was not debit IDR 506, 000 as I call by phone today, but my point is missing.
I am really sad and angry with the answer of Air Asia call canter Jakarta for their answer and no solution. Even there is no track to see the history of point use to see the activity of point used. It is pointless is AIR ASIA has point but can not track what happen it was error occur and not responsible for this. I had to phone call center twice but they have no solution for me. It is so annoying and no help me at all. I have a print screen capture of the error transaction occur but the call center even did not ask me to show my proof.

I am so disappointed with the service.

I want to get back my point!

I need to order long travel with that for sept Vacation trip.

If there is no solution better I will post it in newspaper to notice about this problem can be happen to other costumers.

you should have IT system to check the point up-to-date it should be available to get customer satisfaction.

thanks

Air asia cancelled flight in december told me refund would be on the way in approx a month. Since then I have called many times and many "e-forms" have been submitted.
The last case number was cas-[protected]-xyzhjv.
Let me know if you need further info please
Needless to say am very frustrated with their systemin in place for this
Almost seems criminal that a reputable airline can hold on to someone elses money for so long, after putting them at inconvenience in the first place

Regards

Jack farras