AirAsia
reviews and complaints

Leaving from KL to Jakarta. Flight delayed wanted to check if there are seats available on the earlier (also delayed btw) flight. Got ordered around and even though I asked the same question to five prsons i got different answers from everyone and, when I finally got in front at the FOURTH counter he said that you can't change if it is not delayed more than 2 hours.
So I spent a long time for nothing in queues taking up time both for your employees and me and other travellers.
Please tell your employees to have the right and consistent information. Extremely annoying and ineffective. This is not how to manage a business.

Dear AirAsia Team,

I have raised my complaint months ago and I've received an acknowledgement email from your side, that you are coming back to me asap.

Well, that email was received on the 20th of May 2017 and I haven't heard anything since then.

CAS-[protected]-1WQN49

Even the people in the call center can't give me any Information and it is highly inconvenient, as it is not the first time.

I can't use my luggage as it is, as it was very badly damaged during my flight.

I am awaiting your reply.

Best Regards

To whom may concern, I would like to express my disappointment during a recent service with air Asia (flight number : D7237) from Perth to Kuala Lumpur on the 01 August 2017.

As I did paid extra for the extra meal but they only serve me one meal. The meal was not given as stated in the package.

I am looking forward an explanation on this matter.

Thank you.

I am very sad to say that as a regular customer with Air Asia over the last two years, I am so infuriated with the service that I received at DMK today in order to fly back to my regular hub Incheon airport. As a resident of Asia, I often fly with a carry on or backpack since the distance is minimal. I have always been advised that the 7kg weight restriction is tentative because of actual bag weight and there is 1-2 kg leeway. I have even brought a backpack that came in at 11kgs and was told that since the size will fit as a regular carryon, it is okay to board with. Today, however, my bag weighed in at 9kgs and the woman Landa S working the counter told me that it would cost me 1800baht to check. I didn't buy any souvenirs and my bag was the exact same weight when I left Incheon. She said those were the rules and my friend and I would both have to pay the fee. After we spent some time moving the extra weight into 1 bag to be stuck with 1 fee, we watched her let through multiple bags heavier than ours including 1 that was almost double the size of my carryon. When I asked her about this she just handed me an invoice and said have a great day. This is ridiculous and I am more than irate about this issue especially with all the business I have given your airline. I want assistance in reprimanding this treatment as soon as possible.

To Whom It May Concern

On Monday 17th July Mr Jamie Michael Fong (TH9JFF) was meant to board flight D7207 at 22.20hrs from Gold Coast Airport to arrive at Kuala Lumpur at 04.55 a.m. on 18th July. There was no prior notification sent either via email and or text message therefore Jamie caught a taxi from Carrara to Gold Coast Airport only to be advised that the flight was cancelled. He informed the Air Asia team located at Gold Coast Airport that he had a connecting flight in Kuala Lumpur to Koh Samui on 18th July at 09.15 a.m. with Bangkok Airways. The team advised that there was nothing that they could do as it was not their operated airline and to claim it on insurance. Jamie returned home via taxi once again and returned to Gold Coast Airport on Tuesday 18th July to board the 09.30 a.m. flight which landed in Kuala Lumpur at 16.30 p.m. Thus meaning he was required to stay overnight in Kuala Lumpur to catch the flight to Koh Samui on Wednesday 19th July at 09.15 a.m. There is only one flight per day with Bangkok Airways to Koh Samui at 09.15 a.m. We always have had good experiences with Air Asia Airlines and fly them regularly especially between Asia to Gold Coast however on this occasion it has negatively impacted us financially as our travel insurance has a premium of $150.00 AUD and we are out of pocket at $306.90 AUD. We are not satisfied with the fact that your team simply dismissed the fact that we could claim under insurance. We would like for Air Asia to reimburse the monies that we are out of pocket due to paying for change of flight with Bangkok Airways, Accommodation and taxis to and from Gold Coast Airport. We appreciate you can not reimburse the time lost and the subsequent inconvenience caused with arriving a day later, phone calls to change airlines and accommodation reservations etc however we should not be financially impacted due to a decision your organisation made with regards to cancelling a flight. Please advise of how you will resolve this matter.
Kindest Regards
Leah Matters and Jamie Fong

Please note that I have supporting documentation however was unable to upload. Can you please provide an email address and I will forward to you accordingly.

The time of departure is at 1725H and the boarding time was at 1645H. However there was no any announcement regarding the delay. The officers Jazell Maquipoten and Ma. Elena Macahilig told me that the passengers were advised at the check in counter regarding the delay starting 1400H. I told them that I did online check in so I was not advised. Both of them told me that the advise would be at the counter hence no information was sent through text or email. I told them that they could have announced it aloud at the airport so even those who did online check in would be informed. I think it was just an afterthought for the two of them, they told me that they will announce at the scheduled time of departure which was at 1725H. I asked them if they would just surprise the passengers because there was no any advance announcement. I requested to talk to their manager, Carlo Tabaosares. He told me that they only discovered the delay at 1630H. The AirAsia should have been diligent enough to advise each of the passenger. There was no any consideration to those who checked in online. Your personnel are not consistent, they have different stories and I do not know who should I believe. Generally, the customer service is very poor. Is this because AirAsia is a budget airline and I cannot expect a good service?

Hi Tony,

I writing on regards of my complaint towards your refund process.
It took almost 1 year to get my refund.

For your information this is my 7th times emailing thru your Website.

I did text via Facebook and call your customer service center, however no respond from your side.

Please this matter seriously.

Regards,
Nasa
[protected]

---------- Forwarded message ----------
From: Auto Generated Response
Date: Sat, Apr 15, 2017 at 5:08 PM
Subject: Case Acknowledgement - CAS-[protected]-VJ80P3 CRM:0001140
To: NASARUDDIN A BAKAR

Dear nasa a bakar,

RE: Booking No.: DG377D

We are in the midst of validating your request for refund. Here is your case number for reference:
CAS-[protected]-VJ80P3. We will revert to you soon.

Kind Regards,
Customer Care
AirAsia / AirAsia X

Note: This is an auto-generated email. Please do not reply to this email thread.

To whom it may concern,

I would like to make you aware of my disappointment during a recent flight with Air Asia from Gold Coast to Karla Lumpur on the 27th of July 2017. I am a regular user of Air Asia and have been 100% satisfied in the past.
On booking the flight my partner and I opted and applied for the extra seat allocation. One day before the flight we were notified that we had been successful and the extra seat had been allocated and the designated seat emailed, which we were very happy about; after our holiday and the fact it was an 8 hour flight.
When arriving at the seat allocation at the back of the quiet zone (14a, 14b, 14c), we soon noticed that we had no window and in fact less room due to the shape of the wall with no window. Unfortunately, this caused much discomfort during the flight. To the point that we actually made the air steward aware of this straight after take off. We had asked for the entertainment set, which was handed to us and then removed on account of another passenger having apparently already paid for this. At this point, we voiced our concerns of the fact that we had paid extra for the seats, which had no window and less room, and that we were also unable to use inflight entertainment. To his credit, he looked around the quiet zone for different seats but there was not another set of 3 available.
However, towards the end of the flight, my partner walked down the plane to stretch her legs to find more than 10 lots of 3 seats empty - this seemed ridiculous when we had questioned our cramped space (for extra money). To add further insult to injury, there were also more than 10 sets of seats in the section behind us with only one person occupying 3 seats - most of them lying comfortably across 3 seats asleep!
I later spoke to a few of these people and they stated they hadn't paid extra for luxury of having three seats, whilst we had in fact seemingly paid extra for less space and no window! Which, having only been allocated the spare seat one day before we travelled (a time period in which you would have known how many people were booked onto this flight) seems like we have been sold this 'extra' as a way for your company to benefit economically against the comfort and value that you offer to your passengers.
We would be interested to know whether the original seats that we had been allocated, before paying an additional charge for the 'privilege' of an extra seat, would have permitted us a window view and the freedoms to move to an unoccupied row within the cabin.
As Air Asia BIG members, and consumers who frequently choose to fly with your airline over Malaysian Airlines, Tiger, Firefly or Jetstar (who, for example are flying with you to Siem Reap in just 3 days on 30th July), we hope to hear back from you with some explanation of why we seemingly paid for a service that would have been free on this flight.

Yours
Lloyd Johnson

FlightTime:0520pm
FlightNum:AK6415
Frm:Penang International Airport
To: Senai International Airport

I was travelling from Penang to Senai airport with my aged mother.
After arriving in Senai airport, i ask the Air Stewardess to help me coz my mother cannot walk due to Spinal Cord Injury.
The Air Stewardess brought an wheelchair and try to carry my mother but unfortunately she dropped my mother cause she could not carry..
My question is Why not she called an Air Steward to help?What she did is clearly very wrong..My mother is crying due to the impact to her spinal bone...
Please give a good solution Air Asia..
I never expect this at all...
Low hospitality management..
Do not risk a life..

Hi,

I was flying from kula lampur to kalibo, and from kalibo to cebu. Both flights were delayed.
Than, I was concerned about my future flights through kalibo.
Hence, I have decided to address my concern to airasia customer service, where I have used a phone call which was so hard to get through and finally a life chat. A life chat stuff was very rude and was giving me advice that no one can be sure about their death or when they die. This was very inappropriate to hear from the passenger carrier company.
This conversation got me even more worried about my flight through kalibo. Hence, I went online and had to find safer root through cebu.
Also, I was right my flight kalibo to kula lampur is delayed as well.

Could you please raise it to upper management and I also would like to get reimbursed for my flights from cebu to kalibo and kalibo to kula lampur, since the delayed flights and very useless and dangerous customer service.

I have print screen a part of conversation with airasia customer service guy and ready to send it at any time upon request.

Thank you for your understanding.

Kind regards,

Konstantin.

Afternoon
I am flying with Air Asia for the first time
I purchased 20kg luggage for my 2 flights as im taking a set of golf clubs.
After submitting my booking and paying for it i discovered that i should have actually applied for sporting equipment and not the 20kg of luggage.
I have contacted the customer service desk and have been advised that i cannot change my baggage over and i must now purchase sports equipment at an additional cost.
If i do that then im not taking 20kg baggage which i have already paid for and my clubs which means when the weight of the plane is calculated it will be 20kg over.
Please can this be changed as i dont fly until May 2018, there is no difference is cost of sports equipment versus 20kg.
This is my first experience with your airline and i hope its not my last.
Flight is NRK65B
Look forward to your response

I have been calling for the last two weeks regarding my booking on the first week i have recieved a confirmation email that my booking will be credited but up until this point nothing has happened i have spent numerous hours on th phone just to follow this up and to reiterate the phone call to airasia is not free therefore i need to pay this again im so sick and tired of following this up and the only thing that the consultants are telling me is to call back! Really? Is this the level of competence we are expecting as a consumer please i would just like to get this over with.

This happen in 20th July 2017 ( Thursday). My fight FD 310 Kul-Dmk at 1:55pm, check in my luggage in 11:30am. Our flight is in gate Q, we went to gate Q is around 1:53pm and the officer told us flight are ready to fly and our luggage before 10min already take out from flight . At the end we missed the flight, just wanted to qualifiers airasia flight how come can close the door early 2-3min which your passenger are not seated in the place and we already check in baggage? Other case is from Dmk-Kul 23th July 2017 (Sunday) AK 893 flight time is 06:35pm, my flight is waiting other 3 more passenger which seated beside of me 15E, 15D & 15C more than 30min. Please give me a good explanation about this case? Wasting me another 310 ringgit and 5 hour time in airport for nothing. Please take it seriously about flight guideline, different pilot different style, is not professional at all.

Hello,
I wish to make a complaint regarding baggage payment. On the 20th of july I flew with your company from Osaka to Kuala Lumpur. After booking the flight I intended to purchase extra luggage trough your website, witch i was unable to do for whatever reason, having been left with no choice but to pay at the airport I finally got charged double the amount I was initially going to pay online. I feel like this is an injustice, mainly due to your website being responsible for the situation and I hope you understand that I expect a refund of some sort and responsibility taken by AirAsia, witch provided a good service otherwise.
A picture of the receipt is attached.
Thank you in advance,

Kind regards,

Lorenzo Oviedo

I was not allowed onto flight D7523 to Kathmandu from Tokyo Haneda Airport on July 20th, 11:45PM despite being within the luggage limits and having a valid passport. The reason for denied boarding was because I could not present proof of an onward ticket from Nepal. I was not aware that I needed this infornation. The staff did not offer a refund and was extremely unproffesional during the boarding process. I was treated suspiciously, asked the same questions repeatedly, and told to reorganize my bag multiple times. No regunds or changed flights were offered. I am very unsatisfied with the service in Haneda and I have already told my friends and family in Asia about my very negative experience. My email is [protected]@yahoo.com. I would like to be fully reimbursed gor my flight. Please respond ASAP.

This company charge a $54.27 processing fee and never provided tickets. They kept declining purchase. Went with another air line they approved purchased for higher price same card. Happened 20 July 2017. CJ7TFZ reservation client number. I have requested refund . This company charges for no service. In my book they falsely took information and stole money from me. I am requesting immediate refund. The customer service center is of no help. All they could say was keep using different credit cards till you pay in full. Total tickets were 482.00 USD. Went to another airlines same flight 575.00 USD and approved using same card. Bank informed me that this company is not in good standing for excess fees and repeatly charging customer with no refund. I feel this company should be blocked of doing any business US citizen or any country.

When I bought the tickets I specifically included that I will be needing a wheelchair should the strollers will not be stored in our handcarry luggage, I had no problem on our flight from Manila to Taoyuan, Taiwan. We were the last persons who got off from the plane and the two strollers were already available immediately at the exit door of the plane. However, on 22 July 2017 at 3:35am flight (our flight was delayed for two hours), I bought a red velvet cake and told the flight attendant assigned at the back (woman with long and end curls on her hair) that I want a wheelchair or the strollers for my 1 year old daughters (my eight year old daughter has cerebral palsy and is now more than 20 kilos and she never walks since birth). The FA said, upon our arrival, the strollers would be available immediately because the strollers are stored somewhere (i forgot what SHE said). So as usual, we were the last to get off the plane and voila the strollers are nowhere to be found, the worst thing is that there are no more persons in sight who can take the strollers with us according to the FA woman assigned in front of the plane. All the FAs left us hanging. It took several minutes more than 10-20minutes before the strollers were brought before us by men with walkie talkies only after I pleaded that we can't carry my 8 year old daughter all the way to the immigration counter and the baggage claim.

I made a booking at approximately 9pm and made an honest mistake on taking the wrong time on the flight. I could not call up to Airasia to make a change.

This morning I called up right away to make the change the the consultant / airasia was not very accommodating on making a simple change. Airasia wanted to charge me the same price I paid to make a simple change for an obvious mistake.

Consultant I was chatting to was Neh Kumar. He was rude on the phone and not sympathetic on the matter. He mentioned multiple times it was a simple issue. Terrible customer service.

I was not very impressed by this as this is absolutely appauling customer service. The intention was not to cancel my flight and go with another carrier. I was simply amending a mistake. Unfortunately, this mistake has made a disgruntled customer. I will be raising this with social media as this is disappointing.

Airasia has been far the worst budget airlines as others will be far more accommodating to customer mistakes which do not impact you.

I expect a response from somebody today otherwise I will be lodging this through.

Hi I would like to compalin about one of your staff, mohd nazirul, who is attending me at the entrance domestic departure, to gate k at 20 july 2017, 750pm. I n my fren was reaching at the etrance with the trolley, while he is playing his phone. Without see our face n keep playing his phone he is telling me n my friend that we r not allowed to bring the trolley. He is very rude n this is my first time facing airasia staff behave like that. I said thank you for telling us and I really cannot see his rude face and just left the trolley near the entrance and he was showing me his angry face when he brought the trolley to the correct place. I went to him n asked his name then he showed me the staff id very proudly. He is totally rude! And does suit to serve people! I hope that it will not happen again in the future! Thank you.

I would like to complaint about Ms Najwa, who is the group staff on 20th July, 2017 at the Kuala Lumpur international airport, counter v15!

Her extremely impolite attitude made me and my friends feel really really bad and angry!

Please do something to avoid this kinds of thing happen again! And I am strongly suggested that airasia should retrain Ms Najwa!

Thanks!