AirAsia
reviews and complaints

Date of incident: 18 January 2017.
AirAsia BIG: [protected]

The responsible parties,

At 18 January 2017, 1.40 p.m., Flight no. AK 6436, i travelled from Kuala Lumpur (klia2) to Kota Bharu (Sultan Ismail Petra airport). I checked-in my luggage at klia2 in a perfect condition and i was hoping to get them back in perfect condition as well, however i was very disappointed by AirAsia staff that in-charge in manage the luggages as my luggage broken when i retrived it at Luggage Claim Counter after i touched down in Sultan Ismail Petra Airport and i believe it was not handled with proper care. I am very disappointed by this incident because as far as i know, AirAsia is a good company and this incident should not happen.

Thus, i want AirAsia to take full responsibility for this incident and i want AirAsia to replace my luggage.

Thank you.

Contact me through e-mail: izzat.[protected]@gmail.com

On 18 January 2017, between 0800 and 0830, we visited the AirAsia Baggage Drop Counter 13 in NAIA T4 with our online check in details. We were greeted by a very ill tempered female staff. Her facial expressions was evident of dramatic annoyance with any customer interaction.

Although I found the encounter quite comical, things got done regardless, and we dropped off our luggages with ease. Nonetheless, this left a sour memory with our Philippines AirAsia experience, and likely many others on the same day, when better customer service training could have prevented this.

Blr to cok flight
I missed my flight today, boarding was done online, after checkin I reached gate at 5.50 am and gate was closed at 5.45 am and flight time is 6.05 am. Staff who were at gate was not even has a mentality to help us. We all know the bangalore airport rush, today ladies session rush was less so my wifes check was done on time and I was waiting to get my luggage.. We even told gate staff when they called ur mobile that we need 5 minute extra we cannot run as my wife is pregnant, as i’m stuck on checkin. They were aware of this and did not help us.
If you are not improving your service you will sustain not more than 1 years.
Any companies’ success is when they do cooperate and do good service to customers

Dear Sir

As per attached ticket, I booked a ticket direct through Air asia website, flight timings change by Air asia, that was not comfortable for me. Air Asia given me offer for full refund or flight with change timings.

As per offer from Air Asia I chose the option of Full Refund on Dated 15.12.2016. On 15.12.2016 Air Asia cancel my ticket and assure me to full refund in 7 working days. Today is 12.01.2017, already 27 days gone but till date i have not recieve my refunds.

On daily basis i am doing call to your customer care, they are regularly giving me 48 hours time, but no result till me.

Tell what should i do for the same.

How can I get my refund amount, should i call your your daily basis or what is the way to get refund from you.

Regards
Gaurav Tomar

Dear Sir, i have book my GOA trip from HYD on 21st Dec through your airline and it was charged me around 25k on that day(see screenshot 2nd), and after 1 week around 28dec checking the price for same flights it was showing on 12k and at that time I discussed you CC executive and he sais that the fares will change frequently and if i am checking the price it is showing around 21k. I discussed with my colleague and he said that there is some policy that airlines will not reduce the price after your booking and if they did so then they need to refund your balance amount. So my question is i booked my ticket so early and paid maximum why I charged so much and if really there is a policy then why didn't you return back my amount which i paid extra. Really it was bad experience for me from your end. And this is the first time I tried with your airline. Please do the needful ASAP.

Thanks,
Amit

Trolley baggage with purchased value of rm400-00 was noted damaged caused by air asia upon arrival at kansai international airport on 03/12/2016.

Flight details are d7 532 @ 03/12/2016 (1.55am) from klia2- kansai, booking no. Qcq7fs

As per air asia, they can only reimburse to us for the value of rm280-00 which was derived from their own survey from website. E. G actual value of rm698-00 with 60% discount which was equavalent to rm280-00.

We are totally not agreeable to their statement because air asia should consider the actual value of rm698-00 and not for the promotional value of rm280-00 (after 60% discount).

However, we only claimed for rm400-00, the purchased price.

My name is gigi caneda..in behalf of my boyfriend jørn - ole sundberg I would like to ask your good office for the confirmation of flight delays last january 10, 2017. Flight number z2776 from mactan cebu airport to manila.. The flight was delayed for two hours and my boyfriend missed his flight from manila to oslo.. The reason of this request is for insurance purposes I hope for your immediate response regarding this matter.. It would be a very big help if you could send the request straight to my boyfriend email address. His name is jørn-ole sundberg and a norwegian citizen.. His email add is [protected]@gmail.com) thank you and god bless

Good day .. my name is Gigi Abarido Caneda .. I just want to ask for a little favor for my boyfriend who is a norwegian national regarding the letter of confirmation of flight delays from cebu to Manila philippines last January 10. 2017.. the flight supposed to be flying 12:45 but it was two hours delayed so it made him did not catch his flight from manila to Norway. . His name is Jørn -Ole Sundberg. . Your office in manila promised to send an email to him that day because he will use that for his travel insurance refund for the ticket he purchase from manila and it cost him alot of thousands.. If your good office can send the email as soon as possible it would be a great help for my boyfriend. . His email address Is ([protected]@gmail.com ).. I'm hoping for your very kind consideration about this matter thank you very much and may God bless you all ! Have a nice day ahead 😊

Air asia I know you're a budget airline and therefore when we pay less we don't get luxury but newsflash water is not a godamm luxury it's a necessity for human life and 600 bucks from denpasar to sydney ain't exactly budget anyway, it's a f#ng rip off! You cannot force people to wait for your crappy so called "service" to get a drink. Flying causes dehydration and for some people such as diabetics to go without water can be dangerous. Tony fernandez your airline is a pathetic sham. Pack of #holes running a flying circus.

Was travelling from goa to bangalore on january 8th 2017, air asia flight no 1343. Pnr number tem4wv
Had given my bag in the baggage section. When I got it back in bangalore, the straps / belt had been torn apart. Never expected such careless handling of baggages. This is such an irresponsible approach from your side. The amount of trouble such gestures from your end causes to the customer is big.
Gitanjali
[protected]

We called air asia to book a ticket from bali to jakarta and were then passed on to the automated system for payment once the flight was confirmed and were given a booking number. Our confirmation number was mi692g. The system declined our citibank mastercard credit card and then asked us to hold for an agent. We waited for 22 minutes and then decided to call back again. Once on with the agent, we explained that our card was good and that it was a very expensive call for us because we were calling from a us number, so we wanted to pay for it at the airport. The agent told us to try again and said that if it failed three times that we could pay for it at the airport. We tried again and our card was declined once more. We then contacted citibank and the citibank agent there told us that they did not receive a request from air asia and that our card was good as we had thought. We called again and repeated the issue to the agent, also asking him if we could pay at the airport the next day because their system was obviously not working. The agent said that they could not hold the ticket for us and also told us that we had lost our reservation because we were now over the 2 hour limit that they held a reservation for. We explained to no avail that we had been calling and holding for over 2 hours but that went nowhere. We then asked to speak to a manager but the agent refused stating that we had no authorization to speak to a manager and that the only option was for us to rebook a new ticket. This was going nowhere with no options, no solutions, no assistance, just a monotone voice on the other end repeating messages a computer could give you. Realizing that a voice of reason meant absolutely nothing and that we would get no help at all, we agreed to go through the entire process again only to find out that there were no more tickets left on the flight. 3 hours wasted, lost reservation, agents who honestly are not able to assist in anyway, broken payment system, and no supervisor to help.
So frustrated, thanks air asia for running our last vacation days.

We fly from rep-dmk-hkt flt no.615, transit in dmk fd 3033 to hkt, we have a luggage to chk in because we have a bottle of perfume, shampoo. The luggage weight only 7 kg. But the passenger ground service told we have to pay usd 72. It s too much money for luggage fee which almost as much as a ticket fee for one seat. We asked the officer if he can do something to make it better. Or anyway we can do to get the better price. But the officer answered that because air asia is a low cost airline, so can't do anything. And it s price at the counter thus it s expensive. And this make me feel so bad because air asia is low cost airline so you can charge such an expensive price for 7 kg luggage. Actually we can carry it to the air craft if we don't have those 3 things. This wil be my last fight with air asia. I think if I fly with low cost airline then I can't expect a good service. And your staff just wanted to charge us money. He didn't try to do anything at all just said that because you are low cost airline. This showing that how your staff service mind is. 7 kg. Luggage, 3 items, it's cost 72usd. And why? Because you are low cost airline so you can't do anything. Think I can't forget this impressive flight ever.

I paid $600au to take an indirect flight from bali to sydney via kuala lumpur on the 3/3/2017. This price was for an economy class seat with no check in baggage and the total travel time including stop over was around 14 hours.
I asked the girl at the checkout counter if I could have a window seat or if available a seat in a row with empty seats.
She told me that the flight was full but would allocate me a window seat. She did so from bali to kl but once I boarded to sydney I discovered she had given me a middle seat of the middle row which is every travellers worst nightmare especially when we are forced to travel at night and need to sleep because no airline offers daytime flights to sydney from bali.
To make matters worse I looked to my left and saw a man in a window seat with two empty seats next to him! I felt this girl had done this purposely to spite me. For what reason i'm not sure because I am always very polite to customer service staff. Maybe she was just an evil cow.
My stopover at kl was only about 3 hours and I used my card to get some food and a drink. I didn't bother withdrawing any malaysian money as I did t think I would need it. I
Once the flight took off they turned off the lights and people begun settling in. About 1 hour later they turned the lights up full and begun service. Seriously! Who wants to eat or drink anything at 1am? Why can they not just serve people who wish to be served once they press their service button?
After about 6 hours of barely any sleep and no access to drinking water I went to toilet and I asked the attendant for a drink of water. I was told I would have to wait for service at which time I could buy water for 3myr but if I want to pay by card I would have to spend minimum 30myr. I told the attendant that I had not had a drink since boarding, that I was extremely thirsty and needed water. He was surly with me and begrudgingly told me he would bring me a cup of water. 20 minutes later he brings me a paper cup with hot water!
I was absolutely livid. Even animals being shipped are treated better than this. We don't ship animals without water but humans travelling coach are now treated lower than animals. There needs to be some laws to stop airlines doing this. I remember up until the 90s they always had a water bubbler near the toilets for people to get a drink. But they removed them once they decided they could make more money by removing all service and creating a new class known as premium economy which is nothing more than what economy used to be and still should be. For 600 bucks I expect better than this disgraceful lack of service. It's almost as if the pathetic bit of service we do receive is given with resentment. Then meanwhile a few metres away behind the curtain and the sign telling people to be quiet the people who are dumb enough to pay even more are being treated as if they are superior to all other humans.
The flight attendants on air asia are chosen for employment based on nothing but their looks. Every single one of them is tall with above average looks. What is the point of having plastic looking staff who look nothing like the average asian person anyway but absolutely no service? It's just all such a rip off and a sham. Won't ever fly air asia again.

My booking number is pwi7qe. My husband's booking no. Is mgby5m.
The complaint concerns mgby5m.
A week before departure, my husband tried to check in and could not. A pop-up message came up which said ' proceed to check in counter'. He surmised it was because there was less than 6 months left on his passport. However, we were misled by the message as it said 'proceed to check-in counter' and so we left it thinking it would be fine. If the message said ' contact immigration or airasia', we would have then done something urgently and maybe could have rectified the passport issue. When we arrived at perth airport, husband was not allowed to fly because his passport has only about 5 months left.
We maintain that airasia should also bear responsibility for my husband not being able to fly due to misleading message in pop-up box.
Secondly, the duty manager on duty, on 26 december 2016, was extremely unhelpful and has also proven to be incompetent. Her name is kaylee. My husband paid $85 to change his flight and kaylee changed his flight without consulting us. To make it worse, she made a booking for a return flight, departing kl for perth on 1 january 2017 and returning to kl from perth on 9 january 2017. This was a huge mistake, as she was aware we live in perth, flying from perth to kl for holidays and yet the booking was done completely the opposite way.
I firmly believe we have a strong case for full refund of my husband's airfare as it was airasia's misleading message that caused us not to urgently deal with the passport issue. By stating to proceed to check-in counter, we were led to believe that although he could not check in online, he could do so at the counter. Notwithstanding the terms and conditions, this pop-up message overrode the terms and conditions.
Kaylee said, my husband has been given 14 days to fly but elbaz from airasia said 14 days to make a booking for a new flight. I am still waiting for elbaz to get back to me regarding the time frame. However, as stated above, due to airasia's misleading pop-up message and staff's incompetence, I believe we are entitled to a full refund, not to mention the stress suffered because of airasia's unhelpful and incompetent staff in the form of its duty manager at perth airport on 26 december 2016.

Hello; I came to the airport 50 mins before my plane departure on 1 January 2017 and I was not allowed to check my baggage as they told me that baggage checking has already closed so proceed to service counter. I ran to the counter and told the guy to check in my baggage; he took the phone n speak in Malay which I didn't understand a word to tell me after that I can't check in my baggage but instead I have to leave it here if I wanted to board the plane which is obviously not acceptable to anyone. The next solution was to take the next flight which was on 3rd of January and had to pay a penalty fee. Please note a PENALTY FEE by that one deduce a penalty fee cannot be bigger that the amount of the ticket that one paid. So I had no choice though I pleaded to that man since there was still 45 mins for the plane to depart but to deaf ears. Finally I ask what was the amount for the penalty fee. The reply he can't give me the amount until the plane has departed. I sat back and after 30 mins I went to another counter. The same reply wait another 15 mins; I again asked for an estimation of the penalty fee. Not now is the answer. I wait again; the plane departed and all this time I didn't hear the them calling my name to board. So I went back to the counter; very stressed and ask for the penalty fee? And to my great surprise the penalty fee was more that the price of the ticket itself rm 3200 ringgit. I told him how come it's more than the ticket price; the officer reply it is this price. I told him he should have inform me that before. He got irritated and replied "what the different it makes if you had known the price earlier and now" my wife had to intervene else maybe I would have had more problem. It makes a big difference I could have look for another solution... and the best part of we want to keep this ticket we had to pay the fee today itself or look for another airline agency. At this price I travel to klia1 and booked a new ticket to get back home at a cheaper price than that of air Asia. On my travel day that is 3rd of January I met 2 couple who had problem with air Asia company. One was about luggage and the other their system didn't recognize this extended ticket n did not allow him to board. He only had 15 mins left for the plane to depart and the officer told him to pay now and he will let him board the plane with his luggage. But he said that he don't have cash but through credit card which the officer refused. Note here that the latter had 15 mins before place depart and was allowed to board the plane with luggages if he had paid on cash while in my case though I had 45 mins they didn't allow my luggage and asked to book the next flight. They could have allow it if they wanted and if they have some humanity in they. How come 15 mins before departure one can board with luggage? My conclusion is that air Asia is a fraud and corrupted company with no real policy and trained staffs. I want to be refunded...

Nightmare in kuala lumpur airport and flying airasia
Connecting flight: noel david nagle & yanli yu kuala lumpur to perth flight d7236 date 01 jan17 time 0005
My wife yanli yu and I noel nagle were in transit to perth, western australia via kuala lumpur. We missed our flight because our boarding pass stated our plane was departing from gate p12 we had a long way to go to gate p12 and had to go to through security (Second time) despite the fact that we had already gone through security on landing and they confiscated my water and they explained to get water properly sealed and this would be okay!
We eventually got to gate p12 and they told us the flight was going from gate q8 the opposite end of the airport we were amazed and obviously very concerned. We retraced our steps and hurriedly headed to gate q8?
We asked the airasia staff to inform gate q8 that we were delayed and we were on our way to gate q8 and we would be there as soon as we could!
We then had to go to through security a (Third time?)
I am 71 years of age and a diabetic and security wanted to confiscate my water a (Second time) from me which (Which was correctly sealed in a bag) as instructed and with no water and a long 6 hour flight ahead would have been very detrimental to my health and wellbeing by becoming dehydrated which is (Insufficient water in the body) and in turn I would be very weak and could possibly lapse into a coma on the plane.
I tried explaining this to the security staff that the water was correctly sealed and I followed their instructions they were not interested, and they did not care about my condition I became very frustrated and concerned. One of the security staff demanded my passport and when he got it, my wife took it away from him and we left quickly. I wondered why would they want to take my water what harm can it do it was correctly packed and sealed as requested. Was it not possible for them to exercise a little discretion and also a little common sense?
When we eventually got to gate q8 at 11.55pm and the plane was departing 00.05 am and it had not departed the person at the desk could not speak any english but demonstrated she was not interested and would not let us board even though the plane was still there? It was hard to understand how a person could be so cruel to do this. Why would airasia employ someone in authority to behave in this manner is beyond my understanding.
Also the staff at gate p12 obviously had not informed the staff at gate q8 of our predicament it was very clear that they were not interested in assisting us in any way. I also asked if it was possible to get a buggy to gate q8 which would have got us there in time but to no avail also I was willing to pay for the buggy! Nothing made any difference.
We had no alternative left but to retrace our steps to the main part of the airport and go to information to seek help and to make contact with airasia. I spoke with the first nice person since arriving at kula lumpur airport she was very understanding and was prepared to help in any way she could.
I asked for her name and was told her name was: intan fatma zuttrah (Help desk) I hope I got the name correctly!
Thank you so much intan for all your help and kindness to yanli and I it was very much appreciated!
Now, when I was at the help desk another person overheard our conversation and he too offered to help yanli and I and his name he told me later was: iman hussin bin mohd kassim and he was a buggy driver at the airport.
Iman told me in order to rebook the flights we would have to go outside transit and go to the service counter at airasia. Iman was so good he opened all doors for us to get to the service counter if we were on our own it would have been quite impossible. I can’t praise iman enough he was very kind and understanding, also intelligent. I thought if only the staff at airasia and the security were like him I would not have been in this horrible situation and we would now be on our way safely back to australia.
When we arrived at the airasia service desk and I attempted to explain our situation to the person at the service counter it quickly became utterly obvious, he offered no understanding whatsoever of our situation. I wondered if airasia intentionally employed these kind of people to make life difficult for their passengers. Yes, passenger is the right terminology because that is what we were yanli and I why oh why! Did they have to behave this way? First the boarding person with her cruel attitude who could have understood and let us through and now this one.
I tried to explain to him, quickly realising it was pointless to do so, that if it had not been for the really horrible and uncooperative air asia staff I would be on my way safely back to australia! And because it was the fault of airasia we were in this predicament they should put us in a hotel and fly us out on the next available flight. It was now 4.00 am and we would have to curl up somewhere before we got on the next flight which was departing at 10.00 am.
His response was to snigger and laugh and said if you want the 10.00 am flight it would cost another 147.00 us dollars.
I refused to pay and my wife and I walked away and when I looked back he was still sniggering and laughing.
In hindsight, I thought it was not really his fault as he and the person who refused to allow us to board were employed by air asia so the fault was with the management of airasia for employing unsuitable staff.
I am sure there are many people who would love these jobs who would be kind and look after their passengers in a humane fashion.
Iman (The buggy driver) was with us when this was happening and we went to have a coffee to discuss what to do. I realised that I had no option but to pay and iman and my wife returned to the service counter later and paid the money.
Iman then took us back through the barriers and found some armchairs for us to rest in, until it was time to board. He helped us through security (This was the fourth time to go through security) this time I did not bother about water I just wanted to get home to australia and never be involved with airasia again or kuala lumpur airport. It was a total and absolute nightmare! From start to finish.
I now request the monies that airasia forced us to pay for a flight that was already paid for and an apology.
Noel nagle & yanli yu

I was travel with my parents, our flight from Chitose to Kuala Lumpur on 1 January 2017 with flight number D7551.

Flight on that day was quite full, suddenly one of stewardess move other people belonging to cabin luggage near us (as we seen she just move it before prior notice, as the customer look for it later on), and she took out my mom's jacket and plan to move it somewhere else. Spontaneously, I asked her not to move to other place. At that point, she put stank face and told her collages "why they bring so may things aboard". I think that is unappropriate to say it in front of customers.

8 hours flight, never saw that stewardess put smile on her face while gave service, or probably she own stank face.

Near landed time, stewardess move around to collect garbage. She just pass by our seat, then my mom notice there is empty bottle and waved "hello hello" to caught her attention. She looked back, and say "not hello should be excuse me" with her cocky face. Ok, excuse me? I really shock with her reaction. As my mom native language is Indonesia and does not speak english. Why does she not able to understand there is languange barrier? Or she think everyone must speak proper english? What ashame.

Other stewardess doing their jobs great, expecially japanesse stewardess but the only stank face stewardess (long wave hair) ruin our mood and doubt Air Asia service quality. Hopefully Air Asia will train their staff well in the future, or there will be more dissapointed customers.

Hi, I am single mother of two, we bought 2 tickets on line and upon the departure (27th Dec 2016, D7 215, time 10:35 am), which both boarding pass have handled to us, being told that my daughter (Hysun Liu, 9 years old) can’t be on board without an adult accompany, therefore being refused to board.
Before I booked, paid all fees, I did call up your hotline and after wait for a long time, was told that I didn’t have a booking number that she can refer to, (I certainly didn’t have a booking number or whatever she think I should have). I just want to know if I can buy ticket for my son (16 years old) and daughter (9 years old) to Beijing. “go on line and purchase your ticket, just follow the instruction on line” she said. So I did just that.
I do think I am entitled to full refund. This is obviously your system that playing/ tricking on consumers like us. I do not understand why she isn’t allowed on board and yet you letting us to paid for her trip. Not to mention the devastated for me and my poor 9 years old.
i demand an answer and a solution, please contact me as soon as possible.

I had a terrible experience in terms of baggage check-in on the flight SYD-KUL-IKA on 31 Dec 2016. A couple of days before my flight I checked the Airasia website and even contact them via email and chatting room to confirm that the carry on baggage is 7 kg + a laptop bag. But in Sydney airport I was told all together should be 7 kg. I also had 5 kg excess in my luggage.
My friends and I used to be in this condition with other airlines several times and they have always been nice, reasonable and respectful, but with Airasia I had a lot of discussion with one of the staff, and finally ends up in 200$ extra charge and throwing out a lot of my stuff that should worth around 100$. I was even happy to cancel my flight but they wouldn’t give me back my money. I had no other choice, …I have been mad in all my holidays.

I know you never consider this case and your staff may be happy to charge/exploit me and won the fight in short term. But definitely I will highlight and talk about this experience to my all friends/colleague/families and my personal page in social sites like facebook, telegram… .

Good evening.

We traveled with air asia onjanuary 1st for a flight sydney/kuala lumpur at 11.55 am (Flight d7223) , followed by a flight to beijing (D7316).

Among other luggage we had a brand new scooter in a backpack. The scooter was my son's christmas present, valuable 400 australian dollars (Invoice with value and date of purchase is available if required). Our trip to melbourne was among others motivated by the purchase of this scooter in a specialized shop of melbourne.
At the check in, we asked the stewardess if this bag could be kept with us in the plane (The scooter was dismantled in 2 pieces to fit in the bag). She agreed and we registered our 2 other luggage. If she would have told us that the scooter had to be registered as a luggage, we would have paid for an extra luggage.
Unfortunately, at the security check, we were informed that sport equipment were forbidden on board and we were forced to leave the scooter. I tried to negotiate with the security manager who did not want to hear anything about it despite the tears of my son (And mines). Moreover it was not possible for me to go back to the check in desk to register the bag as an additional luggage as the boarding was on the verge of starting and checking was already closed. I proposed that the scooter could be kept and pick up by a friend in sydney who could then organise shipment to beijing (Where we leave). But it was also refused by the security manager.
To sum up, because of the lack of professionalism of this check in counter young stewardess, we lost the scooter and my son's christmas has turned into a real nightmare.
I can provide you with a copy of invoice
This is just unacceptable that your staff was not able to provide proper information to passengers. Based in sydney, this lady should have known about the security regulation in this airport.
Considering all this, despite it will not erase the bad time my son and I spent that day, I would appreciate a compensation for the lost of the scooter.
We travel quite often with air asia and this is the first time I have to complain about your customer service. I really hope you will take my complain into consideration.
Looking forward to your reply,

Best regards,

Nathalie jancovic