AirAsia
reviews and complaints

Hi, I was a pasager in a flight from singapore to beijing on 14 nov, depart hour 00, 30. The lady behind me did not want me to extend my seat, just because... The flight attendant close my seat two times without any explanation, I ask her way is she doing that only to me all other passagers had extended ther sites inclunding the one in front of me, I ask to speak with cabin crew lider/supervisor, nobody came, I ask to speak with someone who can speak proper english because all the other ladys that I try to speak to they behaved as if they did not understand me. Finally somebody came and explain my problem I was traveling to london so I needed to sleep 18 hourse flight with 6 hourse stay over in beijing is not something easy, all other passager have extended ther seat my friend was eating and the man in front extended his seat (I made pictures) no one bothered him. After insisting that this is an extremly rasist behavior they try to talk to the lady behaind me the conversesion was in different language but ended in english with"this whites they always thing they have rights" 😱 how is this possible in 2017 on a international flight the lady had a problem with me being white and the flight attendant just let her do what she wanted and more have gone into racist and offensive discussions with her about me, dear air asia I will never ever get on a flight of yours how is this possible the flight attendant dont know english they have clearly taking sides and having racist behavior and not doing there job we are in 2017 not 1988, the fact that the chair is extensible is a

I booked a 2-way ticket on flight D7 215 for my son to depart from Melbourne to KL for his short break. Being a member, I logged on to my A Asia account to do the booking. We have always been encouraged to do so for easy and faster booking arrangement as some of our required information are stored in the system. But the downside of this system is that once you are logged on to your account, you will be named automatically as the travelling passenger unless you remember to change it to the intended passenger. Unfortunately I forget to change and that had made me to become the travelling passenger instead of my son. This is a genuine mistake but A Asia is adamant and had refused to entertain my appeals for the name to be amended to my son's name.
Why is it so difficult for A Asia to change the name? I am not requesting to have the name changed to a third party but back to my son's name. Every time when I emailed them with an appeal for assistance, they would simply referred me to their terms and conditions without any further explanations.
I am so dishearten that A Asia is not leaving me with any option except to have the booking cancelled. Furthermore, I have also been advised by their customer services that this cancellation is non refundable !

Chin
Petaling Jaya.

I booked a flight at the Hong Kong check in from Vietnam to Bali. I was told I had to book there or I would not be able to fly. I explained to the lady that I did not know where I would be flying to when I left Bali, she explained that I would be able to book the cheapest flight available and then change my flight with no charge when I knew where I was going. She also told me the wrong date to book my out going flight from Bali. I booked a flight to Bangkok and have contacted you service centre for advice on how I can have a fly through service to Chaing Mai. I have been told that I will have to cancel my original flight and rebook as a fly through which means me having to pay for the exact same flight twice! or wait in the airport for hours and check in twice. I already have to arrive at Bali airport hours earlier than I need to be there in order not to go over my visa date as you staff told me to book on the 5th not informing me that the day I arrived in Bali counted as a day which makes the 5th a day late. I am very unhappy with this service being lied to and your staff misinforming me causing me many problems. I would like this problem resolved immediately and for me to be able to check in once on the flight I am booked on and for my luggage to go straight through to Chaing Mai, it is absolutely disgusting that you would expect me to same for the same flight twice when your staff are the cause of the problem. please get back to me as soon as possible so i can book my connecting flight

me and another passenger have suffered terrible service and missed flights due to our delayed flight on 16th November. Despite being freqent Air Asia flyers and enjoying many positive experiences as a result of your company's service, this particular occasion has been extremely costly and distressful.

Passengers affected and seeking compensation:
Myself (Aimee Mckay, booking number TFKRRB)
Missed KA734 (Kuala Lumpur to Hong Kong through Cathay Pacific, cost £100 - Panda's Hostel Hong Kong hotel reservation costing £140 AND my return flight through Hong Kong Express airline returning to Phuket, Thailand - costing £60)
Taxi to Kuala Lumpur Hotel - £6
Two nights in Kuala Lumpur Hotel £12 (hotel stay required due to being stuck in Malaysia)

Samuel Evans (Booking Number:UPWLJN)
Missed H9891 (Kuala Lumpur to Kathmandu through Himalaya airline - Cost £138)
Taxi to Kuala Lumpur Hotel - £6
Two nights in Kuala Lumpur Hotel £12 (hotel stay required due to being stuck in Malaysia)

To be clear, the premise of my complaint is as follows:

1. Samuel Evans received no email alert regarding the delay although I did

2. In Lombok, Air Asia staff provided no assistance and claimed no responsibility at all for helping to contact connecting airlines (which I know is possible through airline offices and telephones). We both received no help in Kuala Lumpur Airport either and as our batteries on our phones died we were stranded in Kuala Lumpur and Air Asia airline staff said no to helping us when we asked at the Kuala Lumpur kiosk.

3. Air Asia absolves itself of responsibility to help passengers if their onward flight is booked through a different airline - however I was told that if our onward flights were booked through Air Asia we would be put on the next flight and or given a hotel to stay - it was not possible for me or Samuel Evans to book our entire itineries through you at the time as flights were fully booked through Air Asia to Nepal and Hong Kong.

I would like me and Samuel Evans to be put in the positions that we would have been in had the delay not happened - just as you would do with your customers who had booked their connecting flights through Air Asia.

Hi
I'm very disappointed with the attitude of the ground staff of airasia
I'm taking my flight back to kuching yesterday night 805pm
One of your ground staff name amin 8155 (Dont know his real name, he cover his nametag) is very rude!
We got 4 luggage so we told him that we want to put our luggage in the waiting room first before we go to toilet.
Then he scold us that we shouldn't go to the waiting hall first and he started to quarrel with us
Please mind your staff's attitude
I got so many experience flying with airasia and this is the first time I got this super bad experience
I hope some action should be taken on him!
Thank u (Please check your cctv)
Ak5216 kuala lumpur - kuching

I booked a flight from KLIA2 to Alor Star on 16/11/17 2040, booking number SM6CGG, flight AK6014, when I checked in at kiosk it's shown there is error.
So, I proceed to check in at 7pm at counter S, the staff said my flight is supposed to be 1925 and I can't proceed with checking in, I told her my flight is supposed to be 2040 according to the email but she checked the booking number and said I booked AK6014 and the flight time is on 16/11, 1925, and she asked me to proceed to sales counter to buy new ticket !

Why this happen ? When I received confirmation email indicating the flight time is 2040, but end up the fly time is 1925? After I bought the new ticket, I went to special assistance counter and ask about this, the staff mention AK6014 flight time is actually 2040, the checking counter staff has made a mistake, he suggest me to go to service counter at U ， when I go to service counter, there are more than 10 people queuing, I have no time to wait as my boarding time is approaching
Therefore I need to lodge a complaint here
Here attached the confirmation email and the new flight ticket which I bought on site

Why is it so hard to connect with your customer service? My original case was about my damaged luggage on 8 September 2017.

I have filled up the e-form to submit my case and only receive an auto generated response on 12 September (My reference number CAS-[protected]-0B7NXH). The auto email said that the Customer Care team will investigate and get back to me soon. But unfortunately up till today (16 November 2017) there is no response on the matter. I tried to call Kuala Lumpur Central Baggage Tracing Office, sadly no one pickup (on 15 November 2017 it was not in service).

Please improve few things; 1) Baggage Management, don't throw your customers' baggage; 2) Customer Care Hotline, please make it available for everyone not just Airasia X; 3) Central Baggage Tracing Office, what is the function of providing their phone number? Please monitor the staff; 4) Make things easier for us to reach you, please do have empathy of what your customers are facing.

Upset. Yet i am looking forward for your reply and improvement.

Thank you.

Hi,
I am traveling by flight: I5 536 from Bhubaneswar to Kolkata on 16th November 2017.

I had called up the customer care to check for extra baggage charges. I was told that I can prebook my luggage for 20kgs by making a payment of 1250INR.
When I asked her about the airport charges per extra kilo, I was said that I will be charged Rs 900 extra per kilo.
But my luggage weighed only 18 kilos and I had to pay only 250*3=750 extra according to the check in counter staff, had I not already done a prebooking as suggested by the customer care.
I was not clearly told about the policy and was charged extra for no reason at all.

If the customer care cannot provide the customer with proper information, what is it for? Inspire of me asking the per kilo extra luggage, she did not let me know it is only 250INR per kilo.

Abantika Bhowmick
EmailId: aban.[protected]@gmail.com

I travelled from taipei to penang dated 14/11/17 via klia2 along with my age 3 daughter. Since i was travelling wif my daughter, i queued at the hot seat lane while boarding at klia2 for flight KL-PG (AK6120). I was the first in line. A male personnel disallowed me from going into the plane and requested me to queue up at the zone 2 queue. I told him i was bringing my daugther along and requested him to allow me in. He rejected me again and he seal up d entrace wif the rope barricade without a word!
It was such an akward and embarassing moment for me! Y can't he just be more professional?
Please view the cctv recording as to know more how the ground staff treating AirAsia valuable customers. I am a regular customer and never experience such embarrassing incident!
Remark: The incident happened at KLIA2 gate J4 at around 2200hrs.

I booked a flight foe my parter and I from Bangkok to krabi. When I come pleated my booked, it stated that I had requested baggage and insurance. Which I don't want or need. I email air Asia twice to get this amended but heard nothing back other than an automated message.
My flight details are
FD 3217
B19TUS
DEPART 11.45
DATE 06.01.18
PASSENGERS Titania May & Robert Sage

Not only to I want this booking amended, but I want the cost of the baggage and insurance refunded to me.

I'd be very grateful for any assistance with this.

Thank you.

Miss Titania May

AirAsia canceled my flight and gave me the option to "refund". Now, on my profile, the status of my refund is "Approved. Submitted to bank." On chat online, the AirAsia informed me that the refund was reverted to the bank on Oct 10 (see the attachment). However, my bank has not received the money yet! The bank asked me for an AirAsia voucher for the refund. I requested through the Feedback online but still did not get an answer (case number [protected])! I need Air Asia to comply with the arrangement, as expected from a serious company, and SEND ME THE PROOF OF REFUND PAYMENT, so that I receive the canceled flight's value. I even had to pay for the ticket! I look forward to returning as soon as possible. My Booking number: CHF56C. Yonara

To whom it may concern to

I would like to complain member of the staff (air hostess) name Farah Diba. Traveling from Bali to Kuala Lumpur, flight no AK 379 the airline was also 30 min delayed.

I am passenger named Wasim ghulam, traveling with my wife "Annum Ayaz" as my 6 months old pregnant wife ordered food and the air hostess, was passing food to my wife sat towards the window seat, the air heaters hit me with the food tray on my noise, which I understand would have been an accident, as I realised I had a Bruce and was bleeding as I approached the air hostess and told her that, she started laughing and to did her colleague, I took it every affensive and even when she hit me accidently I took it, lightly even then they started laughing at me .

I found the member of staff very unprofessional, which has put me off traveling on air Asia airline, I was going to book my flight to Hong Kong to air Asia, am not pleased about this

I would like an apology from the air Asia management

Regards

Wasim ghulam

I initially booked a flight for 21 Nov KUL - LGK at 15:20 as I am due to land from Singapore at 13:50. After speaking with someone from Air Asia it was clear this was not enough time to make the transfer and so I changed this to the 17:50 flight. This was not a simple admin charge, I had to pay the same amount again.
At no point did Air Asia advise they have a direct flight themselves from Singapore to Langkawi, she even said we had to allow 6 hours for the next flight at KUL which seems ridiculous. This is the first time I have come across an airline that does not allow for connecting flights.
I would like Air Asia to change the flight from KUL to LGK to Singapore to LGK at no extra charge considering the inconvenience and lack of help from their staff.

I took a flight scheduled to depart by 8.45 am on Sunday from T4 of Changi, Singapore.

The flight was continuously delayed from 15 minutes, 25 minutes and subsequently 45 minutes and now I am still waiting for the plane to depart.

I had scheduled a meeting on 12 November 2017 to be held at Cyberjaya at 11 am.

Your airline shows no respect for passengers timing and doesn't even appear apologetic. I am deeply disappointed. Such delay was not even explained to passenger. I was scheduled to have a meeting with Japanese investor and technically you have just ruined my business meeting. Scrap your lousy tagline of Everyone Can Fly when this is the kind of crappy service you offer.

Hello,
We missed our flight on Air Asia to The Philippines on 7th August and Air Asia automatically cancelled our return flight on 13th August, without contacting us so we couldn't even re book our flight to The Philippines because we'd have to pay for both flights again. We were surprised and disgusted that the airline did this without any communication with us. When our travel agent tried for two months to get a refund for us, the airline was very difficult and uncooperative. It took two months for them to refund us $200 which was insulting considering the flights cost $1460.00.
We found the airline to be very unhelpful and unprofessional and would like a refund for our return flights.
Regards,
Kaye Blewett

I catch a flight Bangkok Don Mueang - Kuala Lumiur
AK 885. - Seat 3C
- Flight No. D7. 222. Seat 20B
Kuala Luour Klua2
Arrive : Sydney
My bags were Luggage damage lock force open and missing stuff from my luggage.
I have pic available proof and I am seeking replacement of my luggage and missing items

I can be contact by email and phone

Hope to hear from you soon

Dear Sir/Madam, i had a flight with air asia (KG996Z) today 10/11/2017, i've missed my flight due to custom checking at the airport. the custom checking was slow and only 2 counter was opened, and long queue for the pass through. it takes me more than 30 minutes to passing through all the custom checking gate and caused me missed my flight in the end. i've tried to tell the custom officer and show them my flight time and details to proof that, but the custom officer refuse to let me pass through first. and i wonder why air asia doesn't do any announcement to let the passenger know the gate was going to close? we were really rushing to the gate due to the custom checking drag us for so long, we truly informed this is wasn't my own faulty. please let custom department and air asia officer know about this issue and hope that custom service will be more efficient on the checking to avoid this matters happen again.

Dear airasia :
I had been your loyal fans for years. And I had been supported airasia for a long period of times and this is the first time I encounter a very bad service of your staff during my flight back to malaysia from sydney on 7/11/2017. My flight starts at 11.55am local time in sydney and it is d7 223. The staff was a thai chinese. Why I wanted to issue a complaint of her, here are the reasons.
First:
When my dad asked for coffee, I asked from her and instead of serving me, she asked me to wait and never returned to me again. Another staff served me.
Second:
My parents were on hot seats, which were much more priority then the others. I supposed she served better while they are older too. Yet, she just used "order note" to talk to them! How could a daughter allow others to treat their parents so rude mannerly when she never did so?!?! She ordered my mom to put her bag using her angry face. A chinese staff on same flight did before by putting my mother's bag on an empty seat right beside my mom. She smiled and everything just fine. Yet, the thai girl staff just came and said "why put this on seat? Put under the chair!" I noticed, she did not even use a "please" word! I checked the catalogue, it was mentioned your staff well-trained and supposed to treat every passenger nicely! I don't see any "nicely" of her!
Third:
My dad's pre-booked pepsi couldn't open and I asked her for opening as I supposed that she could be some help. Yet, she used her annoyed face looking at me and ordered me to open by myself. The problem was, she said that it might dirty her hands or clothes?!?! Pardon me?!?! Is this the attitude that air asia training their staffs?! I might need answer from air asia!
Fourth :
I was reading books with my phone and when it was supposed to land, I was about to switch off. She then came again to me and my siblings, not other passengers which I see unfair. She ordered us to switch off our phone, yes without using "madam please switch off your phone".. Just order us "swith off your phone.." when I was already really furious over her service, I didn't give her any response. Then she again, with a rude voice, "check your phone" how dare she was! Hey, I already switch off. What she wanna to do again?!
Others complaint :
When we were on board, I heard that she was not doing her jobs and she chit-chat with the chinese staff saying she was hungry and eager to eat! Omg.. I had been travelled for 10years.. Never did I see a staff chit-chat like that so unprofessional! How could she behave like that? Seemed never being trained before? Not only me.. The other passengers widen their eyes when they heard the same things as me.
Then.. Within the 30mins landing, a man walked up to the toilet. The chinese girl asked him to sit back by "sir, can u please return to your seat?" with a smile.. And she then interrupt like a boss "sit back to your seat!" it really terrified me!
I wanna to complaint her after all these then I needed to know her name. When leaving, I check her name and she noticed that I was checking her name, the unbelievable things happen again.
She not even giving a sorry, yet she says in chinese "see la see la, i'm not afraid of you （看啦看啦 我才不怕你）".. 😱😱😱
Dear air asia, I am not a complain seeker. But I seek for good service and good attitude as I am a manager too. I couldn't believe a staff would behave like that and she is still being accepted as air asia staff.
I want her to call and give an apology. Otherwise, I will post everything via facebooks to alert others for such staff.
Btw, her name seems "natchanan".. I was too shocked when she said she was not afraid of the complaint and that's my last memory of what I saw in her uniform name tag.
Pls look into this incident immediately and I shall wait for your reply. Thanks.

Hi sir/madam,

I had a flight with AirAsia (Booking No. PW8HXA) with the flight details Z2 777 from Manila to Cebu on 04 Aug 2017 at (1615H) under the names of Kurt Fischer and Christlyn D. Tagalog.

This flight was cancelled on 02 Aug 2017 and indicated some recovery options and dealt with the refund.

We called at 09 Aug 2017 the hotline no. +[protected] and after we filled up an E-form to PAA_Helpdesk @Airasia.com. At the same date they confirm the request and give us the case number for reference CAS-[protected]-2R1F5P.

We have been calling for several times but they keep on indicating that it is already processed on 14 Aug 2017 and was waiting for the confirmation of the MetroBank. But when we follow up our bank records nothing is indicated that they received a request from AirAsia.

I have been waiting for feedback since 3 months!
Please make necessary action.
You can send it to my email address;
[protected]@yahoo.com

This is with regards to my booking ref QK2PGP. As per the conditions of carriage mentioned by iata we do have a provision for illness wherein you will be reassesssed the tax difference once ur fight to fly and any cancellation or change fee gets waived off in this condition. I was informed by the rep Vinay that there is no such provision and when I asked for a supervisor I got someone by the name Rashmi on line who disconnected my call when I probed her regarding the same. Later I was refused to be given the no for any complaints team too.. I don't understand are the IATA rules different for different airlines? Being from the same background I'm well aware of the policy and procedure but this kind of service is really inhuman. Who has a control over their sickness..how can u be in humane and deny the consumer their rights and above all cut off the phone on someone's face..I want someone to take this up seriously!