AirAsia
reviews and complaints

Most of the times I fly with AirAsia, it's either delayed, rescheduled or retimed. Today, the 1810 flight is retimed to 1950. Last minute announcement. The dinner plan is ruined. I know load rate and no.trip one plane flies every day is important, but what airasis promises to deliver and customer's time is more important? People fly for a reason, so that travel time is short instead of land transportation.

Flight-Ak416 on 30 Sep 2017 @6.45am

The staff on duty at the boarding gate P15 is not helpful and purposely omitted our request to board the plane reason being he wanted to wait another group of passengers (8pax) arrived first only he called up to get permission to open the gate. He should assist us on board on the spot instead of waiting the rest as we are not the SAME GROUP with them. In addition, we don't have hand carry luggage. We just need to walk into the plane.

And resulted my friend and I who arrived at 6.36am missed out the flight together with other passengers who really arrived late more than 10 minutes @6.46am.

We felt very disappointed with his action and attitude. As we already request him to help us and take immediate action to request permission to open the gate. But after he checked the system he saw still have a lot passengers haven't on board. He insists to wait for them only he takes necessary action.

We noted that we were late but this was due to the auto check in gate at department immigration encounter some issues and lack of staff on duty at the manual check in counter resulting a long que there. And passenger doesn't expect the distance to the P15 gate is extremely far from the migration department. We already tried our best to run through.

However the respective staff is not helpful and unable to take immediate action to assist us due to his slow motion and lack of professional experience to solve this kind of issue!

We hope that the related party should understanding that passengers not intend to be late as our luggage already checked in early time ago. It's mean we already here to waiting on board.

I wish to complain on Airasia X Flight D7 215 on 27Sept17 flying from Melbourne to Kuala Lumpur. The flight was delayed from 935AM to 1230PM, some 3 hours. Not only that around 370 passengers boarded and had to leave plane and finally re-board.
Imagine the delays causing all the appointments cancelled and missed connecting flights . I had to endure 16 hours of door to door travel for a 8.5 hours flight!
The Airasia crew handled the delay very poorly, passengers were not informed nor the crew apologetic, in so far as offering some refreshments due to their shortcomings.
The check-in ground crew from Melbourne-Tullamarine international airport was incompetent to check in and allowed to board plane, a druggie who was violent and abusive and was the main cause of the long delays. The druggie was finally handcuffed and kick out of plane. I could not upload Video.

Hi team,

Could I please get a claim form to fill in and send for compensation. I had very expensive things in my luggage and I want to claim for it on the basis of your ignorance.

I am extremely disappointed with your service and response towards customers.
I travelled from depensar bali to jakarta by lion air on aug 17, 22:30 flight.
When I reached jakarta, I had a connecting flight from jakarta to malaysia by air asia and my luggage hadn't arrived at the airport by then. An like n air manager promised to transfer the luggage to the air asia airlines or transfer to malaysia directly.
I had given a complaint there as well as a complaint at malaysian airport.
However you have not responded to me from past one month, almost 5 weeks now.
This is ridiculous. I have had expensive items in my luggage and my step is to give a complaint to the government to find the luggage.
I have tried reaching out to your contact centre at malaysia singapore bali and japan.
It never gets connected or no agent is able to assist me further.
This is the screenshot of my ticket and the lost baggage report. Please contact me in regards to my luggage on arpitha. [protected]@gmail.com or +[protected]
Sachin. [protected]@live.com +[protected]

So many complaints on here! AirAsia should be voted the world's worst airline because:

- Deceptive pricing
- Hidden/extra charges
- Flights often delayed
- Won't refund cancellation
- Rude arrogant ignorant staff
- Money grabbing unethical business.

Such a shame before was a good airline now it's nothing but a money-grabbing monopoly I will never fly with this unethical airline again.

Dear Air Asia team.
I travel with work between kl and Bangkok (Don mueang) on a regular basis 2 to 3 times a month. I used to fly Thai airways then tried malindo. Flight times with Thai were ok but it lands on the other side of BKK from my office. Malindo is good and on time in most cases but flight times to BKK do not suit.
I decided to try air Asia and support Malaysia's first budget airline.
I have used your flights 5 times now and out of that I was delayed 4 of the 5 flights. I am now sitting at klia 2 awaiting my flight .
It is 27/ 9/17 my flight is fd316 and it is now 9-00pm with a depart time of 8-40pm which they now say is 9-30 pm. Here we go again.

Guys I tried your service but your on time record to me is atrocious and I wonder what your statistics are for on time flight departure through all your flight destinations.
Everything else is ok but I can't afford these continuous delays to my work.
Really disappointed and you don't even keep us advised until disgruntled passengers start asking what is going on. Come on guys please at least kepp your customers advised.

A very disappointed customer.

Dear AirAsia
That day on 17 sept night flight I board your flight to Pudong international airport from Klia 2

after landing the plane still taxiing the safty belt sign till on one guy stand up to on the reading light the chinese crew member from Malaysia her name is Jessica if I am not mistaken
shouted at him hey you seat down and flash the touch light at him she should use better word then being rude I am not the victim but a I witness

Regards

hi Airasia Team,

i use qz256 to Bangkok. got delay 135 minutes. it should be my flight home with qz257 & you change at qz253.

there is no people servicing us in Don Moeang until 35+ minutes. after we check in, we need to carry our own baggage again to x-ray system.

worst of it, waiting almost 45 minutes for baggage though we pay premium flex.

it should our baggage comes first but we wait for so long. is that suppose to be?

Ay Hok

Hi there. I have the air Asia app and enclosed extra luggage on my flights from Bangkok to Phuket. My flight was at 6pm today from Phuket to Bangkok. We tried all morning to check in online but our flight wasn't showing up on the app and kept saying error. We arrived at the checkin deal 3 hours prior to flight. The lady said as we had not checked in 4 hours prior and our return flight baggage hadn't been booked we were charged 200 dollars to take our bags on the flight. This was due to an error with the app which you can check. We are very disappointed with the airline and our now short of money for our trip. We hope for some refund.

Kind regards

Rebecca paterson

I had booked my flight from chd to Bengaluru for 5 Oct. But due to some emergency I wanted to reschedule my flight on 8th Oct. When I called for rescheduling I was told there is no flight available from Chandigarh to Bengaluru on 8th Oct. But when I asked that I can see tickets on Paytm then I was told by the Paytm executive to cancel the ticket and book again and she refused to reschedule my flight. Is this the service you people provide to ur customer? I mean this is just ridiculous. . No wonder the airlines is going in losses. This is really shameful . How can u even afford to deceive your customers. If u can't provide proper service to the customers better close the airline.

PNR : DKV3JW
Flight: I5 1543
Date: 20 September 2017
Time: 1405
From: Hyderabad
To: Bangalore

I booked two tickets- for me and my four year old child. At the time of collecting my boarding passes, the staff told me that they only have two seats which are four rows apart.

While booking the tickets, I did not see any option to select the seats. I requested the staff to give me any 2 seats together as my child is too young to sit separately from his mother. Staff said if I don't pay extra money I and my child have to sit separately. For a four year old it is highly risky to sit alone without any guardian.

The staff were not ready to cooperate. They insisted for extra money. They said only premium row is available and I must pay INR 550.0 for that. Finally, I paid INR 550.0 by Credit Card and they gave me a receipt of INR 500.0. I was allotted seat nos. 2A and 2B.

After boarding the flight I noticed that in addition to row 2, there were no passengers in row 3. They could have given me two seats together without any inconvenience. Instead of my repeated request, they made me pay the extra amount.

This is very bitter experience and poor customer service. I would be happy if I get refund of the amount paid.

Hoping for your cooperation!
Junti Mudoi

I went to JB Tune Hotel for flight purchase enquiry at 9.50am 24 Sep17 (Sunday). Door signage showed 'welcome' and business hour indicated 9am-6pm daily. However, no one was there until a lady came to open at 10am and turn the signage to 'close'. I were waiting outside the shop for another 10min and found the lady sat at counter and put her head down instead of looking outside for customer who was lettering for some time. Until i brought her attension though rose my voice from glass outside the shop.I questioned her why she turned her signage to 'close' and was the shop opened today? She asked me just let the signage be 'close' and she said the shop was opened late today. The response of her make me feel unhappy and not within my expextation. I expected to hear apologize from her but she just want to quickly settle me and let me leave. I think her service standard is not up to the basic level. In fact, apologize should come in place immediately when i walked in. Pls provide intensive training for staff.

To whom it concerns,

No itinerary was provided for my AK 706 flight, 10:30am, 22/09/17, causing us a great deal of grief today.

We attempted to check in at 9:45am, thinking our flight was 11:40am (remember, no itinterary received). As protocol dictates, we were not alowed to board our 10:30am flight; instead we had to pay a lot for two new flights (my wife and I).

Upon trying to voice our grievances, the staff at the Changi Singapore airport were very hesitant to listen or assist us with our concerns, and in fact were blaming us for not knowing flight details, regardless of us not receiving an itinerary.

Three staff members (managers/supervisors) at the purchasing counter did not assist us in any friendly way. They were unwilling to listen, interruptive, and even blamed my wife and I for not knowing the time of flight from memory.

Rai Pratap (SAA1022) is quoted saying, "We are smarter than you, " as he accused us of, 'trying to take advantage' of Air Asia, and further threatened to refuse myself and my wife to board.

The other managers/supervisors on staff were unwilling to give their names after being asked. Rai Pratap also refused to give his name, and even tried to cover up his ID tag with his hands when I tried to read it. Though I was able to record it.

Overall, we are extremely dissapointed with the lack of professionalism shown by the Singapore Changi staff. We feel that we were unassisted, unheard, belittled, blamed, and blatantly disrespected in front of many other paying customers (as well as a camera crew who were shooting promo material).

Is this normal for customer service in Singapore?

AK5644 21st September 2017 2:10pm. Flight was delayed again to 3pm. This has happened to me 9 out of 10 times. Please buck up or change your tag line to delayed travel anywhere and always. Your ground crew was late in opening the gate and he blames MAB for not updating the electronic display at the gate. How is that my problem? And he was rude as well.

Flight no: I5 797
Name: Warren Davies
I booked a flight from Goa to Delhi on the 28/07/17 departing Goa at 16:35 landing in Delhi 19:15 leaving myself plenty of time to catch my British Airways flight BA0142 from Delhi to London departing at 01:50 on the 20th of September. Air Asia then cancelled that flight and issued me a new flight departing at Goa 19:25 landing in Delhi at 22:00. This gave me 2hrs 50mins to collect my bag and check it into my British Airways flight. When I arrived at Goa Airport I was informed that the flight was delayed until 20:05! Whilst in Departures the delay increased to 21:45 then again to 22:20. I informed the desk on my flight connection and time, they moved my seat to the front of the plane to disembark quickly. We landed in Delhi and disembarked at 00:40 and my bag came out of baggage collection at 01:05. I ran to the British Airways desk but it had closed at 00:50. I had to book an additional flight departing at 12:55 on the 20th September costing £344 with Virgin Atlantic flight no VS301. I also had to sleep on the floor of the airport over night. Please can you forward compensation and the reason for my initial flight being cancelled and second flight being delayed so much?

Warren Davies

From: Bandhu Tiwari Vishwa
+61 [protected]
[protected]@gmail.com
To,

Customer Service,
Air Asia

Subject: Severe harassment of 80 year old passenger by Air Asia staff.
Ref: Booking No. YKDFKJ Date: 27/08/2017 From: Perth to: Mumbai Flight No. D7 237

Dear Sir,

My mother, Mrs Malti Tiwari is about 80 year old. She has severe arthritis and not able to stand for more than 2 minutes and walks few steps only before collapsing. She booked the above referred flight and requested for wheelchair. She did not pay much attention various categories as the wheelchair was free of cost.

Her harassment by Air Asia started in Perth when the person providing wheelchair told her the she is going to be in big trouble at Kuala Lumpur because she wrongly selected the category “Quadriplegic” while booking the air ticket. My mother became very scared but could not contact us because she was through the security and did not have the phone to contact us. On landing at Kuala Lumpur airport she was told that the wheelchair will not be provided for onward journey to India as she was not “Quadriplegic”. She panicked and requested a stranger to call us in Australia. On checking with the information on Air Asia website, we came to know that wheelchair for International passengers is provided free of cost whereas there is some payment for domestic passengers of Malaysia. She again contacted with Air Asia customer service at Kuala Lumpur but they were very unco-operative. After great difficulty one Air Asia staff came forward and demanded money from her to provide the wheel chair service. Luckily she had some money with her which she gave to staff. The staff promised to come back to get her 2 hours before the departure of the flight. The person was very late and appeared just before departure. By that time my mother was in great distress with the thought of missing onward flight. The person asked her to hop on to the airport vehicle and later transferred her back onto wheel chair. The urgency of movement and frequent transfer would have caused my mother to fall and break her limbs. With great difficulty she reached the departure gate at the last moment.

Due to the distress created by this event she did not eat her lunch or took her medicines. She was so much distressed during the entire process that she became seriously ill on reaching India and had to be hospitalised. She has not been able to recover from that traumatic experience so far.

It is not expected from Air Asia to mete out such a harsh punishment to an 80 year old lady who was unable to walk. If my mother had selected the wrong category by mistake, she did not deserve such a bad treatment at the hands of Air Asia. You should have some mortal responsibility and sensitivity toward elderly passengers especially when they are travelling alone. We are also so much scared that we may not leave her alone to travel with Air Asia in future.

In view of very poor service, I demand Air Asia to provide $2000 in compensation else we will contact authorities in both the countries which will include, prime ministers, Ministry of transport Malaysia, aviation minister Australia, Director general of civil aviation Malaysia, National Consumer Complaint Centre Malaysia, Australian Competition & Consumer Commission and any other body.

Regards

Bandhu Tiwari Vishwa

To whom it may concern,

First, I would like to give all information to you.
Name: Anongporn Wongpamut
Flight no: FD3557
Date: 18 Sep 2017
Seat no: 25E
Booking no: DJ7C5T
From: Nan to Donmuang

My chair was not working, it cannot adjust. then I asked cabin brew to help me searching for any available seat so I can change the seat. The cabin crew said "Okay" then she disappeared and not come back with any answer. If she came to me and said that " Sorry, thereis no seat available on this flight", I accepted and understand.

I am a fans of Airasia. You can track my record to see how many flights I flyed with Airasia and how many flight I will fly with Airasia.

But this time I felt very upset during the flight. Flying with low cost airlines doesn't mean that I shouldn't receive any good service.

And what I asked for is just a simple service I should get on the flight.

Airasia is the world best low cost airline so this situation should not happened. Not just the bad service from the cabon crew but also the unworking chair on the active filght. You should check all seats before the flight to make sure that there is no any unwork chair on the flight.

I understand that all the cabin crew should be educated well about providing service to customer but she should perform it well enough.

Please deal with this and response to me.

Thank you.

Anongporn Wongpanut

I am Mohd Shukri Yusof. Our booking no AR3VKR. On 11th Sept me & my wife Noormah Dahlan & my son Ahmad Hazim Hafiz get on board with AK423 from KL to Banda Aceh. Schedule departure 0740 hrs. When the crew were distributing breakfast on board I asked about my Pak Nasser's nasi lemak as I already paid RM30 for 3pax during the booking. Unfortunately the crew said the meal list with them did not include our 3 names. Your crew did ask his lady supervisor & come back to me to say sorry sir your name was not in our list! Very frustrated...
So I would like to claim back money refund for unavailable meal on board.

Thank you.
Mohd Shukri Yusof
[protected]

Hello team air Asia my self hitesh tulsani a frequent traveler of indigo since 2009, this time tried Air Asia !From Bengaluru to Jaipur on 13th September 2017, PNR no. FHJSVF, seat no. 29A.
Found a very un hygienic thing in my flight was a big live cockroach on my front seat, it happen when I was eating something.
This is I never expect from a growing company and a most liking flight in aviation industry.
It's not my complaint it's a feedback which I want to pass it to you all! i just want to you guys to improve your hygiene process into high level. Hope to see u again with some changes !
Thanks
Hitesh tulsani ( [protected])
[protected]@gmail.com

Dear Air Asia

i have submitted a complaint regarding an error in my tax invoice. I have also received a reference number (CAS-[protected]-VZHNLG) from your customer service however i have not heard from you since then. i would like to know the process of my complaint and the solution that Air Asia will provide. i will attach my flight tax invoice and insurance tax invoice. Please notice the error of amount. Thanks. For your knowledge, the insurance policy amount is in-equivalent with the amount stated in the tax invoice hence please advice the error in tax invoice / amount paid. Please deal with this issue with no further delay. Thanks.