AirAsia
reviews and complaints

It's impossible to contact any support!
My flight is in less than 3 days time.
Call centre- no number listed for Singapore in support page.
Live chat- either inactive or, in two precious instances when it was, I got thrown out before my turn.
Finally found a Singapore phone number in another AirAsia page but number can't be connected after innumerable tries.
Tried calling KL number, same thing.
Sent an email but no idea if I will get a response before my flight
Panicking and helpless and questioning my decision to fly AirAsia...

I'm mr. Lyndon Bucad a passenger of flight Z2 439 Puerto - Mnl dated Sat 09 June 2018, we avail with 40kls luggage allowance for us to bring some frozen fish but upon our check in the guy whom he claim as the second ranking officer of air asia didn't allow of our check in frozen goods though it is securely packed, and he pointed the company policy which printed out with a size of font 12 that could not be read if don't wear my eye glass. Please do make to proper dessimination of information upon purchase of ticket.
and what really the objective of said policy where they let us bring our packed frozen fish/foods as hand carry.

I have made a complaint on Saturday 9th of June 2018 regards to your unreliable services at Sydney airport. The case number [protected].
The matter of this case:
1. It's suspected the check in counter at Sydney airports was closed before 1 hour departure time.
2. My sister arrived at 7:30 in front of your counter. Means she still have time to check in
3. It caused her in terrible condition at the time as her visa was rooted in 6th of June 2018.
Do you use your brain to do this attitude to customers?
We understood our right and then time during check in time.
I don't understand how your company works throughout the customers complain. Until now I haven't received the explanation or you want me to spread this complaint on your media links.

I am so disappointed with the too much delay of almost all the flights tonight. At first, I was thankful that I was transferred to an earlier flight (7:30pm) but when I went inside, it was announced that the flight will be delayed to 8pm. Around 8:30pm, fuji bar and mineral water was distributed and later announced that the flight is further delayed to 10:15pm. So devastating. With so much delay, only fuji bar and not even 1 pc chicken w/ rice for dinner? Besides, there are ni extra seats for the passengers. I stood for more than 1 hr before I got a seat. Bery poor service. I will never recommend this airline to any of my frnds or relatives. The worst travel experience I ever have.

I refer to Booking number: TJT8VY. I missed my flights today (9 June 2018)_ from Jakarta to KL, and the subsequent connecting flight from KL to Hanoi, which should not have happened if the AirAsia ground staff could do better job.
I arrived at 4:30am, one hour and a half before my flight. There were very very long queues, since it was a start of long holidays in Jakarta, and people were travelling out. I was anxious, and ran up few times to the girl at the checking-in counter (Ms.Komang Artiwi), asking her if I could do the check-in since my flight was drawing close. Every time, I showed her the time on my watch. I didn't know why she could not get the message, since she said it is fine to stay in the line and wait for my turn. When it was 30 minutes from my flight, I was so concerned and asked another staff ( a man) if it is still ok to expedite. The man showed me to move to another line, which I later found that it is a wrong line (there was indication of the destination in the signal board). When I managed to get the boarding passes for me and my son and run to the boarding gate, the staff at the boarding gate informed me the gate was close, and I was not allowed to be on board.
Not end of the story. A staff (Mr. Muzam) was assigned to escort us to get out of migration area. He asked us to wait at the entrance, saying he needed to get the form (which form I didn't know since I didn't have to fill in), and disappeared. Waiting him for approx. 40 minutes, I ran out of patience and asked the assistance from the immigration for a contact of AirAsia (Mr. Kabul) to expedite process. Finally we were out.
I have to buy another ticket- which was of course costly at this late hour and during this holiday season of the year. Feel pretty bad. Just want to put forward some suggestions for Indonesia AirAsia to improve the services:
• Improve the service: know what you do, and do it faster
• Better communication: for important information: spread out aloud. Don't go around and whisper. I was later informed that the AirAsia staff did go round to inform passengers who are on the same flight with me to move up. But how come both of us didn't hear any thing, and how come the girl at the check-in could not help to show me when I did come forward to ask few times?
• Better coordination between check-in staff and boarding-staff: we wasted my time running to the gate when we thought we could be on board, and that the staff in charge of boarding will allow us to be on board since we was there 5 minutes before the departure.
• Never tell passenger thing that you are not sure about ( I forgot to note the name of the guy who showed me to move to the wrong line).

What's the point of having these zones when the counter AirAsia officer turned away a family of 4 with a baby in a stroller. AirAsia introduced this zones queue, but AirAsia took away the heart and common sense from the services for the sake of economy. Think about it, it's new Malaysia. The people needs more heart and common sense and better services than ever, what's the point of announcing AirAsia is the worlds best Budget airlines years on end but not acting it. Bulk up.

I received very unfair and RUDE treatment from one of your staff yesterday. Entering the gate at L8 for flight AK 711 from KL to Singapore at 11am. This Malay young man took my boarding passes (mine and my young daughter) but not our passports. And then just grunted and gestured at me. I was confused and he said show passport. He wanted me to open each passport myself so he can match my name to the passes. And he did it with as little words and just grunting like this is a waste of time.

Usually the staff take every time and check every thing themselves not ask the passengers to open each passport to make it easier for their own selves. I took my things back albeit a little roughly because I am already annoyed with his attitude. He must have noticed it because he called me and my daughter back and asked for all our passports back as if suddenly we are criminals and he need to recheck everything again. It was out of his spite and this time he SHOVED everything back to me three time roughly. I called him out on it. I asked him what is the problem, why are you so rude? It got him speechless and I left to enter the gate.

As a man to shove something violently into a woman's hand even when I have not said anything to him, it felt like a slap in the face. Is this how your staff treat budget airline passengers like we are not worth the time to talk properly to? Sorry I'm not taking AirAsia for my return flight just because of him. I've booked Msia Airlines instead. Perhaps they will treat us with more respect.

AK 5414 on 8.6.2018 6.05 am.
Several issues that Air Asia should improve:-
1. Queue for baggage check in not controlled by air asia staff. Anyone can just come and cut into the queue.

2. Boarding queue for hot seats - others can just join this queue to board while those that queue in zone 2-3 are still waiting to board. Might as well dont have the hot seats queue.

3. No announcements was made as to seats no ... should enter the plane from the fron stairs whole seat ... should board from the back stairs. Thetefore, passenges on seat 29-31 board from the front and cause a jam in the plane.

When i made a comment to the staff, they just ignored me.

My God, i have never experienced so much of inconvenience while travelling on air asia.

Air asia should look into these issues and improve the services. Staff should be well trained to do their jobs.

1. We have booked and was charged with the amount payable for a round trip from KUL to TAWAU on 18 June 2018. We have put in the accurate information to receive the itinerary, however, it has been more than 24 hours and nothing is received! We have try to use the chat group and submitted a case, however, there was no action taken. If Air Asia claims themselves to provide worldclass service, I really think they need to be schooled as to what world class really means!

2. What frustrates me is that ALL lines (ticketing counter/sales ) and even the so called 24/7 chat, ARE NOT IN SERVICE OR EITHER NO ONE IS THERE TO ANSWER. What is the point in having a toll free that serves only air asia X's customer! That is not world class, but world caste.

Due to the unforeseen closure of boracay island, philippines we were forced to cancel our pre-booked round trip manila_caticlan flight via air asia (may 15-18, 2018). Within a day of the announcement of the closure of boracay island I already got in touch with air asia via email, hotline and live chat requesting for a refund. I was told to provide my bank details.
As early as april 7, 2018 I have already submitted my bank details for the refund. And yet everytime I follow it up with their customer hotline I thereafter get a system-generated email that prompts me to send my bank details! I have already done this 3 times. They make it appear as if the failure is on my part whenthey have been delaying the refund. The hotline tells me they have no way of verifying if they have received it already hence the run around. Their customer service sucks! I want my money back! Air asia sucks! I will tell every single person I know about this horrible experience so they don"t fly air asia anymore!

I really need to complaint about the prices of june's holiday, especially hari gawai and raya's holiday prices rise until rm700+. I think these prices are suitable for international flight prices. I think you people are too excessive towards the prices. You people can think like all the malaysian citizens need to go back and celebrate hari gawai. Then you people rise the prices up and causes many people cannot go back to celebrate their hari gawai or hari raya.
Last but not least, I think there is a high time that the management of airasia do something to overcome this issue. Thank you

I had a booking in air Asia flight from Bhubaneswar to Bangalore on 3rd June 2018.
I had Prebooked 10 kg extra baggage but later on realised that I don't need those extra kilos.
When I called customer care to cancel the Pre booking I was informed that it will be non refundable.
This is completely insane and literally they are looting their customers.
There should be some stop to this kind of loots from private airlines.
Not sure who can take action against such complaints.
But I will make sure that this will be my last travel with airasia

We traveled by flight number I5 2380 on 31/5/18 from Bhubaneshwar to Chennai. During the time of booking the ticket, we booked together for 2 passengers. However, at the time of checking in, we were informed that the our seats were alloted on two ends of the flight and that we had to pay for getting seats next to each other.

It has to be noted that it is unfair and unnecessary to charge customers extra money for the seats at the time of boarding without any prior information. This was done to most passengers who were traveling together and it can only be seen as an unjust way to get extra money for the same seat in addition to the cost of the ticket.

We hope that when we book a flight ticket for more than 1 passenger it is assumed that we want to travel together and we do not have to pay extra as it should by all means included in the ticket cost.

To whom it may concerned,
I & my husband has been frequent flyers on Air Asia flights both domestic & international and have never missed our flights before so this time, we were very upset & disappointed that we could missed our flight.
This morning we were 1.5 hour early with no baggage check in and was waiting at gate J1 according to the airport flight info on the screen but at 7.35am I heard through the pager that our flight boarding gate has changed to gate J18 so we quickly ran there but was told by the attendant that everyone has boarded and the door is closed but the plane was still there. How could the plane take off before the flight time which was 7.55am.
Nevertheless, we were forced to purchase another flight at 10am which was much more expensive.
Therefore, we would request for a refund
Thank you

Hi Air Asia,

I would like to make a complaint regarding the customer service airasia international departure johor counter 3(maybe is counter 4) for today fly to macao 9.25am 1st June 2018.

Around 8.05am-8.16am, The counter 3 or 4 is a Malay Female staff, i think she need to improve her customer service skill too rude to my father sayin that my dad *kurang ajar* low volume just because my dad use mouth (hold) the boarding pass to take out his & my mom passport from backpack, then the malay female staff ask my father go to another counter to verify...speechless...

Hopefully higher management can look up on this for the improvement on such customer service.

Br,
Mr.Thian Foo Siung
[protected]@gmail.com

Hello my name is Kyle Marshall on Tuesday evening I flew from Perth to Bali. I landed in Bali around midnight getting off the plane and onto the bus to go to Imigration.
While I was on the bus to the main airport I
Realised my passport was still in the seat pocket on the plane. I told airport staff. They contacted the plane to retrieve my passport. Some one had stolen it. There was 4.3 million rupiahs in the travel wallet with it. I think air Asia needs to have a good hard look at who was working on that plane at the time! I was then treated like a criminal and escorted to an empty airport room to sleep on a dusty old chair till I was deported out of the country in the morning. Pretty disgusting all round the way it was handled.
[protected]@hotmail.com

Hello,

I would like to lodge a complaint regarding bad customer service I received and misinformation I was provided by Air Asia staff at Ho Chi Minh airport. This resulted in undue distress for me in an already very stressful situation and being charged extra.

I was involved in an accident which resulted in me being injured, I was hit by a motorbike. I was originally supposed to be flying from Ho Chi Minh to Singapore and onto Manchester as my final destination after volunteering in Vietnam. I was unable to walk for 8 days and was stranded close to the national park, around 5 hours from Ho Chi Minh. This resulted in me being unable to make my original flight.

I then booked a new flight, Booking Number UM4YMP on 27 Feb 2018 from Ho Chi Minh to Kuala Lumpur at 1.45am. This was to catch a long haul flight from KL to Oman the following night on 28 Feb. When I arrived to the airport, there was an issue with overstaying my visa which I was not aware of due to being injured. The delay at immigration resulted in me being unable to get my flight as I did not have the money for the extremely high charge they were asking. I was still badly injured with broken ribs and my legs severely road rashed and with a deep flesh wound on my knee. The staff at Air Asia this night were very helpfull. They advised me to leave and try to find the money for the fine. They said they could transfer me to the flight at lunchtime 27 Feb 2018 16.10pm. They said that normally they would need a hospital letter, but due to the exceptional circumstances and my injuries being very apparent they could transfer me. As if I did not get on this flight I would have missed my long haul to Oman and then Manchester, and would have been stranded in Vietnam without any money or way home. They said they would not be on shift when I came back but they would add notes to my account so they staff knew what had happened.

When I arrived at the airport in the afternoon, I had managed to borrow some money for the visa fine and sorted that out. I proceeded to go to the Air Asia desk to check-in for my flight. The staff member was not helpful and told me he did not know what I was talking about. I asked him to check for notes on my account. He said I would have to book a new flight and pay. Which I did not have the money for. He said I would have to leave and go to the embassy and get a new flight. I explained I was connecting for a long haul and if I didn't make it I would be stranded. What ensued was a very stressful time, badly injured and trying to get someone to transfer me money. This caused me extreme stress and upset. I would like the cost of the new flight and compensated

Kind regards

I'm Ivieliza Escobedo complaining and I would like you to reevaluate my case [protected] misinformed my Air Asia staff about the result given related to my initial complain. I am not satisfied and not happy with the result and even with the process given, I needed to go through all customer support representative to follow up who just putted me on hold for ages.

I originally supposed to have my flight on the 24th of April 2018 from Incheon to Manila. As I claimed, I was misinformed by the air asia staff at Incheon so I missed the flight, needed to booked for another flight the next day and payed for it, stayed at the airport for 24 hours, cancelled my another local flight and just overstayed in korea for a day. My original flight supposed to be at 12:55 noon but I got a message telling me it's rescheduled at 1:35 pm so the flight was delayed. So basically the actual flight was at 1:30 pm, I came at the airport late 9 am, weigh my luggage checked and was at the air asia line and successfully was at the counter at 11:33 am, yet the air asia staff called someone on the phone and told me that I need to go to immigration office first (without explaining as to why?) so, I thought I need to verify something regarding my working visa in korea.
Worrying about my flight, before I left asked the staff that I was originally talking to "Until what time I could check in? She told me"11:45 am ", so I replied"but it's already 11:33 am ". So, that girl asked her colleague with a short hair and that another staff said I could come back"until 12:50"noon, worried if I misheard it, I asked again confirming the time not just once nor twice but trice and they both said" 12: 50 noon "..in English and Korean.. So I left and went to the immigrations office.

Worried about my flight but was assured of the time given, I was able to came back at exactly 12:40 noon, basically 10 mins early from their time frame given. But, no one was at the Counter anymore. So, I went to their Office, told everything to the air asia people but they said they couldn't help me aside from booking for another flight to another destination at my own cost..

As if I was not telling the truth and I was at the wrong counter, they asked me" What was the Uniform of the personnel I was talking to"? I said" I was not sure, Red? "I am not sure. Yet I am sure that the AIR ASIA STAFF in the Philippines last year wears RED ONE.

So, I requested to have the cctv checked, since I was not sure but they didn't do anything, they just said they couldn't help me..

Now, the resolution give was" (air asia) couldn't give me a refund because of these reasons..

1) "Our Incheon check in staff does not wear Red uniform as what you mentioned in our Incheon office"
2) "All AirAsia check in staff is aware of the check in counter closure as well as the boarding time"
3) "Article 6, it is guests' responsibility to adhere with the check in time schedule
Article 6
Check-in and Other Requirements of Carriage
6.1.1 Check-In, Deadlines and Conditions: Our check-in counters are open three (3) hours before the scheduled flight departure time for International flights and two (2) hours before the scheduled flight departure time for Domestic flights. The counters close sixty (60) minutes before the scheduled flight departure time for International flights."

Now, Let me answer all the response given..

1) Yes, Air Asia staff in Korea doesn't wear Red Uniform as I initially told them "I was not sure yet I know in the Philippines, staff once wear red one. So again, I Requested to have the cctv check, yet they didn't do anything didn't even try to help me have it check atleast to see that I was at the right counter.

2) If your staff were really aware of the time frame, then why did they gave me wrong information? Again, I requested to have the cctv checked for them to see, but they didn't do something.

3) My flight though was rescheduled basically is 1:35 pm. I was at the airport late 9 am, was at the line and was at the actual counter at 11:33 am. So, basically that's more than 3 hours and was at the actual counter still 2 hours before the actual flight. I was aware with the flight sched, so I'd made sure I was not late.

Again, they could have atleast check the CCTV or have it check, but as if they didn't hear me when I was mentioning about it.

Now I am not just claiming for the full refund but I deserve to have the right compensation for all these troubles I got from you, Especially my"overstaying record" in Korea..

We had a terrible experience last week with airasia flight Z2 762 from cebu to manila 23:05. I accompanied my grandmother along the flight. I felt so mad on how they treat the senior citizens in this airline. First we were not accompanied by anyone from the airline in going to the plane (it was just ok), second is my grandma was not seated on the first row (that's where pwd and senior citizen are suppose to be seated even on other airlines even on buses). Their explaination was we were on a budget ticket coz the 1st row had much higher cost. The sad part was when I ask for a blanket coz my grandma felt really cold. They said they don't have complementary blanket, all their blankets are for sale (500+). I told the 2crews I was just going to buy it since she really needed it. It took them quite along time to give me the blanket, they prioritize counting of passengers first. When we landed in Manila I felt really angry coz they didn't care on how we are going to go down the plane even if everyone was gone already. On that moment on, I burst out of my anger over the staff on how they treat old people. It was my first time riding airasia and I regretted it alot, I had no choice that time coz it was an emergency flight to rush her in Manila. I avoided Cebu Pacific coz they are always late on flight time but they never treated customer with disrespect ever. Next time I'd rather take PAL coz f their great customer service. Another thing is that this guy beside us in the picture is using facebook on midflight, the male crew saw him but didn't bother to correct him instead. I will never ride your airline ever in my existence.

I'm expected to arrive Penang from Kuala Lumpur on Monday28th May AK6140. Somehow I got through 3 verification counter and got into the flight which is flying to Kota Kinabalu.

I'm responsible for not checking properly the gate. Instead of going to gate 14, I went to gate 4. But I was surprised that after all, I went through the first verification counter and waited at the waiting area for more than 30minutes and I was still not informed that I'm in the wrong gate.

Then, after queue up for boarding, the personnel also did not inform. Then, when I already into the plane, the air hostess was playing phone and did not check too.

Then, when I walked through the hallway, I want to confirm again whether I'm in the correct flight, I asked one of the attendant and get to know the flight is heading to KK.

This is kind of shocking. When I come out from the plane, the personnel at the waiting room look very calm and give me the ticket and told me that I went to the wrong flight.

My flight is 10.55am. I get to went out from the plane is 10.50am. This is really unacceptable. I knew that I'm partially responsible for checking the gate wrongly. However, aren't it ridiculous that the long winded procedure for verification did not realize it?
So what is the verification personnel job scope?
Is it just tear the air ticket into half?
Seriously, I would like Airasia to look serious in this matter.
I could have already go to KK if not I ask the flight attendant myself.
This is the feedback I give to Airasia.