AirAsia
reviews and complaints

Warning to all potential flyers.. Avoid airasia at all cost... Go cathay or mas...

I had a flight on 5th may 7.10am to hongkong, few days ago. We were checked in at 6.30am, reached gate area around 6.50am, and they denied our entry, whilst the plane is still there.. The reason given during the queue, we were not seen and they announced it to us, which is a lie (Cause me and my wife and few others passenger on different flight and same time didnt hear any announcement). They just check out our luggage from the plane and told us we can't board!? The indian staff at the gate told us to get a replacement of delayed flight, even we plea to be allow to board... So we end up walk all over to international arrival for luggage collection and waited 40min on customer service counter, which told us... We have to buy full price ticket no replacement of offer tickets... Wtf? We was so exhausted and we spend rm860 on the next ticket purchase with no rebate or what so ever which is almost the same price as the two way flight price we paid before... And best of all the next flight delayed an hour... And our flight back too delayed an hour... I shall share this with all my friends, family and employees.. The last time I ever fly airasia... Everyone can fly these days... But dont fly with airasia...

Ps: yesterday lcct has a power failure at 1.50am... Airpost section from kopitiam onwards has no lights, fan, or aircon... People inside the toilet is screaming so rushing out including my wife inside... Im just hope mas take over soon

Dear Mr Tiew Li Kai,

Good day to you.

We had investigate with the relevant department and we apologize on the inconvenience caused.

As such, we would be able to cancel and refund the booking nos. EFFQSR and EBWINN as requested.

The refund amount will be credited to the credit card that was used during the booking in 30 working days.

With regards to your enquiry for booking nos V3KJ5Y and QERPVH, in our terms of carriage expressly states that flight tickets once boarded, cannot be cancelled and refundable.

As such, we regret to inform you that we are unable to accommodate your request.

Should you have any other concerns, please feel free to contact us and we will be glad to attend to you.

Thanks & Regards

Nicholas

Customer Care - AirAsia X

From: Li Kai [mailto:[protected]@hotmail.com]
Sent: Wednesday, 4 April, 2012 7:34 PM
To: Li Kai
Cc: Junaidah Binti Abdullah; Amardeep Singh Cheema; Gethanchaly A/P Peramal @ Perumal; Nicholas Soo Hye Meng; [protected]@hotmail.com
Subject: Re: Complaint

Hello Junaidah,

The proposal is disappointing. The mistake had caused us

1. Two days lost
2. Spoil all our weekend plan
3. Huge stress to my pregnant wife and myself
4. Running around in an unfamiliar city looking for hospitals
5. No choice but to travel on overnight flight on the following day because we should have gotten back to KL 2 days earlier

That is not gesture of goodwill. You are asking your customer to pay for your mistake.

Refund all 4 bookings is the minimum compensation for all the TROUBLE and LOSS caused by incompetence.

Li Kai

On 4 Apr, 2012, at 7:12 PM, Li Kai wrote:

Hello Junaidah,

Thank you for your reply.

Your proposal is NOT ACCEPTABLE and you should know why.

Our expectation is Air Asia X refund all four bookings as compensation to all the troubles caused due to mistake made.

Warmest regards,

Li Kai

On 4 Apr, 2012, at 4:34 PM, Junaidah Binti Abdullah wrote:

Dear Mr Tiew Li Kai,

Good day to you.

We had investigate with the relevant department and we apologize on the inconvenience caused.

As such, we would be able to cancel and refund the booking no. EFFQSR as requested.

The refund amount will be credited to the credit card that was used during the booking in 30 working days.

However, for booking no. EBWINN, we regret to inform you that we are not be able refund this booking.

Nevertheless, as gesture of goodwill, we would be able to cancel your booking and convert the fare paid as an online credit shell.

The credit can be used for your future travels with AirAsia X or AirAsia ("Credit Shell").

You or any person(s) authorized by yourself will be able to utilize the funds to purchase any AirAsia X or Airasia pre-booked product/ services and for future flight reservations to any AirAsia X or AirAsia destinations (Prefixes AK, FD, QZ and D7).

Mr Tiew, the Credit Shell will be created in your AirAsia member account.

Please let us know if you agreeable to the above and we will do the needful at our end.

Thanks and regards,

Junaidah

Customer Care - AirAsia X

From: Junaidah Binti Abdullah
Sent: Wednesday, 4 April, 2012 12:34 PM
To: 'Li Kai Tiew'
Cc: Amardeep Singh Cheema; Gethanchaly A/P Peramal @ Perumal; Nicholas Soo Hye Meng
Subject: RE: Complaint

Dear Mr Tiew Li Kai,

Good day and thank you for writing in to us.

In regards to your enquiry, we have forwarded your email to the relevant for investigation.

Once we have an update, we will revert to you at soonest.

Until then, your patience towards us is highly appreciated.

Thanks and regards,

Junaidah

Customer Care - AirAsia X

From: Li Kai Tiew [mailto:[protected]@hotmail.com]
Sent: Wednesday, 4 April, 2012 12:02 AM
To: airasiax
Cc: Li Kai Tiew
Subject: FW: Complaint
Importance: High

Resend.

--------------------------------------------------------------------------------

From: [protected]@hotmail.com
To: [protected]@airasia.com
CC: [protected]@hotmail.com; [protected]@hotmail.com
Subject: Complaint
Date: Mon, 2 Apr 2012 19:43:09 +0800

Dear Sir/Madam,

You have a very disappointed customer here.

My wife is pregnant, our original schedule was to fly from Hangzhou back to KL on March 30th (Booking number EBWINN & EFFQSR).

My wife were refused to fly with a valid approved doctor's medical certificate dated March 11th as attached.

Air Asia staff Ms. Jin (XCH0004) insisted that the certificate must be issued within 1 week prior to departure. We argued so many times that it's 30 days. She called captain AZUAN BIN ABIDIN and AGAIN and AGAIN and AGAIN INSISTED on 1 week and refused to check my wife in.

My wife was so upset and we have no choice but to leave airport with 40 kg luggage to look for hospital in an unfamiliar city.

We booked, paid a fortune and travelled the following day (Booking number V3KJ5Y & QERPVH).

Confusion on terms and conditions have caused us
1. Two days lost
2. Spoil all our weekend plan
3. Huge stress to my pregnant wife and myself
4. Running around in an unfamiliar city looking for hospitals
5. No choice but to travel on overnight flight on the following day because we should have gotten back to KL 2 days earlier

Ms. Jin refused to check my wife in even when we told her that the approved doctor's medical certificate is valid. She was so confident that it's 7 days but could not prove to us.

We just wanted to go home and we had to make so much effort and overcome many obstacles.

We have lodged complaint in
1. Air Asia office at Guangzhou through phone
2. Xiaoshan airport through phone
3. Ms. Jin face to face
4. LCCT Air Asia service desk
5. LCCT Air Asia X service desk

No one has comeback to my complaint so far and yet I have write this email to you. You should look into improving your feedback system and get back to me ASAP.
+[protected]
+[protected]

This is by far my worst travel experience and I look forward to your reply soon.

Li Kai

I took airasia flight fd 3770 from bkk to yangon on apr. 4, 2012. seat no. 6d . all booking and payment done via internet by my visa card at airasia website. i also pay for comfort kid but i did not received any. it's cost was 240.00 baht ( thai currency) my id is [protected]@gmail.com member no. [protected]. please care to refund me this amount immidiately.

When booking on line with Air Asia it is asked if you would like travel insurance. But even if you select no they charge you for it any way and then you cant get any way of refund or help to get it back.They hang up or speak so you cant understand what they say.
They will also refer you to a fake email address.
The website is set up so you cant say NO, this is misleading and fraudulent

Re: compaint for refund processing for booking id jecixh and case id reference cas-1833547-qkj1ck.

My booking number is jecixh for 2 apr from clark manila to kul for two passengers - archana kotadia and malikkhan kotadia. I have asked for a refund for this booking on 17 march, which has been denied / rejected by the finance team. Case number for the same is cas-1833547-qkj1ck.
I am not okay with this rejection of the refund request as I was told by the customer service through whom I made the request for refund that my booking was qualified for full refund to my credit card not once but twice on two days by two different agents. They confirmed that my refund request was eligible / qualified and would be processed and I would get a confirmation of the same by email soon and then the refund to my credit card account in 15-30 days. Nowhere in the conversation was there a question mark on the refund - it was a done deal and only needed to be acknowledged and confirmed by the finance team and then processed by the bank.
The confirmations given to me by customer service have been checked into by the supervisor at that call centre and she confirmed that they told me that my booking was qualified for refund and that I would get the same in my account in 30 days, finance team doesn’t seem to agree. But I as a consumer / customer cannot suffer because the customer service and finance team are not on the same page.
Air asia needs to go through with the commitment made to me by their own customer service team. Hence give me a full refund to my credit card account for the amount of the booking.
I have been talking to customer service at philippines on this issue since 16 march and below are the details of those conversations and what has happened since.
I received two emails from air asia on changing the flight times of my flight. This was not convenient for me anymore.
Hence I called up the call centre @ philippines [protected] to find out what my options were.
Call 1 - call date - march 16, time around 2pm. Agent spoen to - darah agent id - xag 01134
I told her I had a problem with the new flight timings and wanted to know if refund was an option.
I asked if there was any way to get a refund since the flight times had been changed. She put me on hold for 2-3 mins I think and then came back and send the booking was elgible / qualified for refund.
I confirmed this again with her. Then I asked how would this refund be? Can I get a refund back to my credit card account as I don’t want a credit in my air asia account.
She again checked and confirmed after some hold time that it can be done to both air asia account and to credit card but the second option would take around 30 days for the credit to show in my bank.
I told her I will think about it and call back.
Call 2 - call date - march 17, time around 11.30am. Agent spoen to - kiara - agent id - xag 01136
I told her I wanted to refund basis my conversation the day before with darah and wanted the refund to be done to my credit card account.
Kiara told me she will check the details and check I this can be done. She came back after a long hold and told me that my booking mentioned above was eligible / qualified for the refund. She again told me that I had two refund options - credit to air asia account for upto 90 days or credit back to credit card account which will take 30 days.
I confirmed my preference for refund to my credit card account which was used for the booking. She told me I will get a confirmation of the refund processing by finance team within 1-3 days.
At the end of this I asked her for a reference number or a email immediately confirming that my refund request has been submitted. She told me she cant do that since the email has to come from finance team which processes the refund. I said ok then give me a reference number which corresponds to the refund request processed by you and confirmed as being qualified.
In this conversation there was no where a question about whether this refund request was legit / qualified or not. It was a done deal as per kiara. It was only upto finance to process the same and confirm the same.
I still insisted on a reference number as I am aware that usually any request should be given one in customer service. She checked about this for quite some time and then finally came back and gave me a case id - cas-[protected]-xp07. I took that down along with her name and agent id as she couldn’t give me her complete name and I wanted to be able to find the right kiara incase I had an issue.

I got off the phone with the clear understanding that I now have to wait 30 days or the refund in my bank credit card account. And went ahead and made new bookings with other airline for my travel which was more convenient to me than what the revised schedule of air asia was giving me.

So when on march 17 I got the email from air asia rejecting my refund request I was surprised, shocked and upset.
I went through the mail and went on airasia.com to check the details on my booking page. There was no reason given. It just said that if there were any queries I should click on contact us. I did that and was guided to a page with many options - a feedback form or a call to many call service centres around the globe. I decided to call the customer care centre at philippines again & ndash; esp since they were the ones who had confirmed my refund to me and I wanted to know what happened suddenly.

Hence I called them yet again - this is a long story & ndash; hope u have the patience.
Call 3 - call date - march 17, time around approx 3.15 pm. Agent spoken to - jazz - agent id - xag 01143
I told her about my issue. Asked if I could speak with kiara - she told me that’s not possible but she can help me. I narrated the whole story I detailed above to her and asked to be given my refund.
She told me that was not possible since the number of hours of flight change was not sufficient for a valid refund request. This was the first time I had heard this. I am not the one who knows the rules of air asia. But I expect the cutomer service to know when they made a commitment to me telling me my booking was qualified for refund.
I was not okay with options she was giving me other than refund to card account as I told her I had already made bookings elsewhere. I told her I wanted to speak to a supervisor. After about 30 mins o f conversationa and holding with jazz I was connected to her supervisor & ndash; fiona

Call 4-transferrred to supervisor for escalation - call date - march 17, time around approx 3.45 pm. Agent spoken to - fiona - agent id - xag 01160
I spoke with fiona gave her all the details I have written above and how both her agents told me that my booking was qualified etc etc and that I needed my refund as I no longer was ok with rebooking.
She told me she would investigate and call back within 24 - 48 hours. I confirmed if that included the weekend - she told me yes and that she was working the whole weekend.
She confirmed that mostly by sunday march 18 3.45pm or latest by monday march 19 3.45 pm she would call me back with the resolution and investigation result.
I waited and waited all day sunday and monday till 2pm but I didn’t get any call back at all fromfiona as promised. So I called again.

Call 5-call date - march 19, time around approx 2 pm. Agent spoken to - I don’t remember her name any more and I didn’t write down as I asked for fiona - agent id - xag 01160
I was told by the agent that fiona was busy and was working on my investigation on the refund and would get back soon. I asked her when and she said soon in half hour or so.

I waited and waited again and did not get any call & ndash; by this time I was getting angry as the customer service supervisor was not honoring her commitments made to me.
I called back again at 4pm - 48 hours after my escalation to the supervisor and beyond the time she had asked for to resolve my case.
Call 6 - call date - march 19, time around approx 4 pm. Agent spoken to - I don’t remember her name any more and I didn’t write down as I asked for fiona - agent id - xag 01160
I called again at 4pm and after much arguing with a customer service agent and being told for 15 mins how fiona was so busy and will get back to m later - I insisted to speak to her and finally was put through to her. Her response was that she was not able to complete the investigation in the last 48 hours and would get back to me without fail before 7pm.
I told her hope this time she keeps her promise and she told me she definitely would. She called me at around 5pm with options same as what was given on 17th march in evening when I escalated the case and I told her I am not okay with that but want my credit card refund only as it was confirmed and promised by the customer service agents kiara and darah. She told me she is escalating to senior management and will get back to me by 7pm same day.

Again I waited and waited and didn’t get a call back so at 8 pm tired and fed up and upset and angry I called the number for customer service for air asia in philippines once more.
After begging and demanding to speak with fiona for 15 minsutes she finally came on line & ndash; from her many important jobs and busy schedule of everything other than meeting the promise and commitment she made to me.
She told me she cant do anything anymore but I should fill the e form on the air asia website. But on my questioning she confirmed that during her investigation she was able to confirm that both kiara and darah had told me that my booking id was qualified for refund and that I would get my refund to my credit card account in 30 days. But she cannot help me ! Ha ha ha
This was an astounding response and shocking and made me very upset and angry but what could I do. So here I am wirting here.
I want my rerfund to my credit card account and want it immediately!
Very disappointed customer - archana kotadia

Bought tickets for me & my wife from perth to kl & then connecting to kl to dhaka, bangladesh in november 2010. Now in june 2011 air asia decides to suspend flight to dhaka for good. Thay didnt inform me. Saw it in a news paper. Called them for few days & thay said there is no such thing happening. Yesterday they put on their web that the flights are not operating anymore. Still they didnt inform by any email or sms which they say they will ( god knows when). Called them & they said they can only refund kl to dhaka flight and that will take 60 working days! What i do now? I cant go to my destination. Cant take another flight from perth because they wont refund perth to kl. If i take another airlines from kl that will cost me more money and they all operate from klia so i need to change airport from lcct to klia. Cant get money back to buy another ticket.

AirAsia should charge their name to "Pick Pocket Airlines". This would represent a better description of what to expect. They should also provide a compliment cigarette after the flight for those who prefer a smoke after they have been ripped off.

We flew with AirAsia on Feb.13, 2012 (Flight# FD3025) & Feb.19, 2012 (Flight# FD3024), BKK - HKT. Both Flights were up to one hour late.

We have traveled around the world often, this is the 1st time use AirAsia and will be our LAST, lots hidden fees, their website is a mess when you try to pay your baggage fees upfront -- impossible, customer service at the airport is the worst I have ever seen.

You better double check your credit card statement when you home because they had charged us on the same item twice.

This Airline should NOT exit to make money. I traveled about 6 times in a year but due to the almost monopoly route (fireflyz.com offer 3 times a weeks) that AirAsia make (fly 7 times a weeks), I usually had to choice but to choose AirAsia. Let me make this specific, the airticket flying between Pekanbaru (in Sumatra) to KL is not cheap. Everytime it is close to Rp1 million or about USD100. For a 40 minutes flight it is a robbery. It should be more like USD50 to $60. AirAsia is also trying to nickel-and-dime (American sayings, same thing like duit mata in Indonesian language) to suck every dollar out of you. There is little customer service, the experience of booking thru their website is terrible. You falls into many trap. Automatically the flight insurance will kick in. If you want to remove the insurance you have to look real hard where to click and then if counter to common practise, you anwer "cancel" to the question of "Do you want to cancel insurance?" The way it do business it that as much as I hate it is and wish it would bankrupt (it wouldn't), it would taper off and stop growing as a business. I hope the management will wake up and read all the complaints people had.

I was treated badly at airasia airport at international airport in Kota Kinabalu, Sabah, it all begin when they rejected my luggage containing tropical fruits, the ticketing officer scolded and harshly say to me that I can't bring the luggage with me, understood the terms, but I am very disappointed in their services when the staff are badly trained and very rude, don't they have respect for their customer? Can't they explain to customer nicely?i don't have anything against the airlines, I have been traveling with airasia ever since and don't have any complaints, until this particular days 28 Jan 2012 around 5 to 530am ticketing staff, male At counter 5, scolded and humiliate me, he even raises his hand when he speak, I've been in a customer service before and that is not how u treat ur customer, I really hope air Asia can take this thing into seriouse matters, after all it's all about the customer satisfaction, I might not want to fly air Asia anymore, and as well advice all my friends and relative to do the same because I might afraid they will experience the same thing.

We booked flights to Europe in April 2 months ago. Last week we received a notice that the flights have been cancelled by Airasia . Upon checking the airline could not offer any alternative, yet they wanted to credit us for the amount paid, so we could use our refund to buy another ticket. Since Airasia doesn't fly to any European destination from april onwards, this offer is useless. We have since been busy to get a refund, which according to the customer service could take 2 months! After googling a bit I noticed that people have been waiting for Airasia refund for months, already for years. This is really unacceptable and smells like a scam.

to all the passengers using airasia in asia, kindly please be careful in using their online booking as its faulty and there is no after sales service for their mistake, i had booked a tkt to honking from bangkok and return for 19 sept 2012 and ret on 21 sept 2012 for evening flights but after the payment all flights confirmation were for morning i called the airline office they say they can't help but if i pay they can, and later after a lot of confrontation was asked to pay a mail to their online help desk, to whom i mailed and got a confirmation mail of reply within 5 working days but has been weeks and they haven't replied and again when i called them they say have to pay and all can be done else nothing keep on writing the complaints and wait ... so i would rather advice you all to be careful and use full service airlines for little extra like thai airways or bangkok airways but refrain from all this cheap thugs and goons .

On Friday 4 November 2011, I attempted to postpone my bookings Penang Bangkok from Sunday 6 to Friday 11. After a significant umber of unsuccessful attempts through the company "Change your bookings" webpage, I contacted their Chartroom. One full hour later, I was still queuing (from nr. 13 I had graduated to nr. 6 on the waiting list). The connection was lost. When trying again, I had become 21st. It was then 7 pm. The next day, I called AirAsia hot line (at RM 1.95 per minute). Tape recorder. After a few minutes, the line was cut. I called again. Same tape recorder, then, after a while, a human voice, lots of useless questions, line turned weak, impossible to hear anything I was told. I went to the AirAsia office downtown to be informed that the system was down but that, in any case, it was too late to change flight since there was less than 48 h left before that originally booked. I explained this was not my fault and was told - in no uncertain terms - that I should go to their office at the airport and "try". This, I did. Travel from downtown. Queue. The person behind the counter checked his computer and eventually agreed to amend my booking. An email would be sent to me within 24 hours to confirm. I was naive enough to believe it. 48 hours later, having not heard from AirAsia, I sent them an email. A no-reply email came several hours later thanking me for the information provided. I then tried the Chatroom again. It was not working, and a window appeared on my screen offering me to write down a message so that AirAsia would contact me as soon as possible. Two days later, still no answer. With this costly hassle and time lost, AirAsia ticket has become as expensive as a problem-free Thai International ticket. And at least, on Thai, meals are free!

am still not sure, if I can say confidently that Air Asia has fraudulent intentions in doing what it is doing.
Air asia has cancelled the service btw abu dhabi and kualalumpur permanently.
I was given enough notice, and asked to contact by email for refunds.
we had booked 4 tickets round trip.
But no replies to nemerous email sent.
they dont pick up the phone.
On twitter, they respond, but when the "refunds" is mentioned, they go dead.
Are they frauds, or just confident that the passengers cannot do much about it.

I have booked my flight ticket from PEN to KL, date: 16/10/12, time: 0650a.m on 24/9/11 morning and payment have direct debited from my HLB saving a/c with amount RM112. After one day I still yet to receive any mail Confirmation and Itinerary from air asia and I make a call by today. But the person who pick up my call ( Malar, Indian girl) said air asia have already cancelled my flight. How come can cancel my flight without given out any notice? Your side have already debited my a/c but cancelled my flight booking. I hope you can give me a good explanation for this serious issues.

To whom it may concern,

I am a malaysian. Recently I flew from klia lcct to india. Generally, all went fine, however, there was this stewardess who behaved so badly that could turnish this ambitious and successful airline. She had no what so ever courtesy to apply any of those "thank you", 'excuse me" or even a 'please'. She behaved as though the passengers were shcool kids. She went on saying "duduk" or "sit first". Worst of all, when she was walking down the aisle selling duty free perfumes, she went showing the bottles to passengers faces who were sleeping and she went giggling with her collegues about her funny act. I was wide awake and was watching this disgraceful attitude of a malaysian who will bring an impact to the airline and being a rude malaysian.

I would like to suggest that this staff is called for a training on how to behave as a customer service staff.

Steward name: yunira
Flight no: ak231
Time: 8.55am
Date: 13/09/2011
Destination: thrichirapalli (Trz)

Caring malaysian
Priya. K

The AirAsia is simply a money sucker. In my booking, I attempted to use direct debit via online banking from my CIMB account, but the system won't let me through even tried many times; by the time I switch to credit card payment it was passed instantly...of course, with an extra charge of RM32 process fee...what a great way to make money!
In addition, AirAsia offers SkyBus airport shuttle to KL Central or 1 Utama shopping center. I have to admit this is actually a good service, but the latest bus back from LCCT is...7:45pm, and apart from the Bus Schedule hidden somewhere in the website they is no implication at the time of buying the "additional (or so called 'value added') service". When I discovered the return flight will be too late to catch the last bus, well, there is nowhere in the paid booking management page that I can change or cancel the skybus for refund...let alone AirAsia's usual "No Refund" policy to all changes of schedule despite who the hell you are.
After looking for the "Premium Customer Service Number" and reviewing feedbacks, I decided not to pay RM1.95/min and end up with nothing but anger. Don't even bother to try.
It was such a disappointment to see the world's "BEST" low cost airline eventually turns out to be a greed money eater by charging every little piece of thing. The seeming "low fare" means nothing but to set your feet onto and off their airplanes.

I booked a flight for my wife and my son from KL to Singapore for them to connect to another flight to Shanghai. She had printed out boarding pass using barcode, and went to counter for checking in baggage. However, the service staff at the counter, with a very rude attitude, insisted that my wife to show printout of e-ticket of Singapore Airline, and refused my wife for checking in baggage for one hour which eventually caused them not able to board the flight, and had to buy another ticket, which then caused our loss for first two tickets! Since now most of airline use e-tickets, and usually we won't have access to printers during traveling, under which law or policy this miss has the right to request for a printout of another airline's e-ticket, and stops my wife for checking in baggage? My wife even had e-ticket file stored on ipad and showed to the staff, but she even didn't take a look at all. What's wrong with her? Can we consider this as a discrimination? Later my wife asked the agents at other counters, they all said it's valid without a physical printout, but further more, she is not required to show e-ticket of next flight since it is not a connecting flight! Why AirAsia has such inconsistent training among their service staffs? Is that what you got with CHEAP flight?

I had through agent e - ticket from bali to bangkok with overstop in jakarta
Once in nali airport i paid a 32 euros penalty (380000rupies) for 4 kilos ! But didnt stop there
In jakarta i had to pick up bagages ad use a taxi to change terminal (How nice) .
Once in the international terminal they asked me to pay again the overweight because in their
Opinion was 2 independent flights, allthough my heavy complains, i finally forced to pay
Another 40 euros (500000rupies) , so total 70 euros for ###ing 4 kilos in asia. . . Plus taxi etc
But there is continue. Flight had a 3 hours delay. All the 3 hours we were told every 20 min that
We are living in 20 minutes, so we were siting like stupid on the pavement ! As we were not allowed to enter
The departure sall and the flight was soon to leave ! What ###. . . I swear nevver
To step in airasia aiirplanes again. . .

Like other Airasia's customers, I had paid Skybus fare in advance so I waited for the bus eventho bus came late resulting long queue. By the time the bus arrived, some customers still unable to get seat and have to wait for few hours more for another bus. Last time I waited for more than an hour but nobody knows when the bus will arrive, even bus conductor who used walkie-talkie to communicate with Skybus drivers. When bus arrived, Skybus refused to let me in due to all seated had been occupied. I almost missed flight due to that inefficiency. My heart still badly ached when I recall the incident. Luckily, there was a better bus service called Aerobus. I took the bus straightaway after Skybus chased me out of their bus and the bus departed to LCCT 5 minutes later. At lcct, I saw a few Skybus were parked opposite Tune Hotel and I wonder what happened to those busses. Was it broke down or the drivers prefer to hang out somewhere there? After the incident I never book Skybus online eventho price will go down very cheap because I'm afraid the service will be crappier too.

Ref : complaint of missing baggage
Passenger name : dineshkumar, madambath
Booking no. & date : d9d6jd & tuesday, 05. 07. 2011
Destination : kuala lumpur to kochi, india.
Traveling details : wed 06. 07. 2011 / 3. 00 pm to 4. 30 pm (Local time)
Flight no. : ak 203 (Economy)

I would like to complaint and highlight my recent bad experience with air asia airline.

On 06. 07. 11 i boarded flight from kuala lumpur at 3. 00 pm (Local time) and arrived at
Cochin international airport at 4. 30 pm (Local time) . At the cochin airport, after clearance, i had waited for my baggage pick up counter and after a while i realized that my baggage is missing.

I had approached the air asia counter service and informed them of my missing baggage. To my surprise the staff did not took immediate action and just asked me to wait. After waiting for a long time i was informed that my baggage was not loaded onto the board at the lcct itself, which i came to know from air asia local staff at 9. 00pm (Local time) . It’s not possible as no way i can get my baggage the same day as it will only loaded on the next day flight which arrives at 4. 30 pm, after 24 hours.

I waited for 24 hours and i was only told once the baggage arrives at the cochin airport, they will call me. Upon arrival of my baggage at the cochin airport, i received call from the air asia staff, mr. Vineet shah mahesh that my baggage had arrived and asked me to self - collection. I was surprised and unhappy to hear such thing as the hotel where i stayed was 100 km away to the airport. I had requested them to send to the hotel since it was air asia’s fault but they refused and insisted that self - collection. I felt unhappy and requested them to bear the taxi fare which cost me inr2, 000. 00 rupees but to my shock after my firm demand they only offered me inr1, 000. 00 rupees.

I would like to stress that money is not the issue but the service that air asia provides is really disappointing and unhappy with the manner they handled the problem. I was actually on business and not holiday trip. Since i did not have my baggage, i had no other cloths to change for meeting / appointments fixed at that night. All my personal belongings are in that baggage and i was so helpless and angry with the airline that they did not even bothered to do the needful to immediate arrangement of my luggage nor apologize for what had happened. It’s was a very common problem for them to handle and that they took it very lightly but as a passenger with missing baggage, our frustration & unhappiness is wordless to express. Because of airlines mistake, i have lost the business opportunity as i had prospective business appointments to establish new business for that night.

Infact, there were another group of passenger same flight as mine, who were tourist from malaysia also had similar problem whereby their baggage was actually sent to hong kong i / o india.

Air asia’s strict baggage policy is baggage above 7kg is not allowed to carry on board. If any extra weight, they impose additional charges. While on board, they will carry out very stringent baggage weight checking on every passengers. If baggage weight is concerned, how come they did not do same to ensure that each and every passenger’s baggage is loaded onto the respective flight and assure passenger of the same.

When passenger is not allowed to carry heavy baggage inside the plane, what is the assurance that their baggage will reach safely to their destination. Doesn’t the airline care a thought for passengers’ needs and importance of every baggage they are responsible for?

Air asia being awarded for the best lowest air fare and the ceo, mr. Tony fernandez should also look into other areas of what goings on beyond the cheap fare. The service provided by their staffs in the presence of public always with a smile but when comes to service and problems aroused they are totally different.

My missing baggage is totally air asia’s fault as they failed to load onto the plane and they did not take trouble to send to me. But instead insisted me to travel a long distance and refused to reimbursement of my taxi fare.

I was not compensated for the lost of my time waited, taxi fare and loss of my business opportunity as i had important docs and other belongings for my preparation for my appointments.

Being well - established and wining awards for being the lowest fare carrier, mr. Tony should not be very proud of. He should not only look into the low / budget fare to attract more passengers but he must also improve the service provided by training his customer service staff to handle complaints professionally, efficiently regardless of any aa counter services at both domestic / international airports. If aa can impose extra charges for excess baggage weight then they should also compensate for any missing or misplaced baggage as well rather troubling passengers further by being very inconsiderate.

Dineshkumar
Director
Ldr enterprise sdn bhd