AirAsia
reviews and complaints

My family had to cancel return flights with Air Asia from Perth Western Australia to Denpasar (Bali) Indonesia at Christmas time 2017 for legitimate medical reasons for which we have a Medical certificate.
We are NOT asking for any refund or alternate flights from Air Asia we are simply asking for Air Asia to cancel our "Credit Shell" and provide us with a "Cancellation Document" for the flights which we were unable to take, then our own insurance company will gladly reimburse us for cost of flights. This is such a simple request which will not cost Air Asia a single dollar but will enable us to be reimbursed.
Our Booking numbers are SIP 73G & RGY RVC
The following Case numbers are to prove that we are asking the same simple request to no avail; [protected], [protected], [protected], [protected], [protected], [protected], [protected], [protected].
Can someone please help my family to get Cancellation Documents from Air Asia.

On 8 February 2018, I had a flight to go to Medan Kualanamu in Indonesia and I lost my baggage by using Air Asia flight. I should have received the compensation after 1 month from the date it was lost. But until now I haven't received any message or any compensation. This is so not responsible. It takes extremely long time and Air Asia is not supposed to be like this. Please get this thing done quickly. Do the work efficiently and don't let the customers waiting with no reponse. Please.

This is a stage 2 complaint. The content of my 1st stage complaint stands and you have not addressed it. This is deplorable, you did exactly what I asked you not to do in sending me BS emails saying my complaint was being dealt with. Now I am very unhappy with your poor customer service and expect this very valid complaint to be dealt with by a person in authority pronto. In addition I expect an apology and a full refund of the cost of the ticket from KL to Dubai . Do not be mistaken, I will pursue this matter until I get satisfaction, the more you ignore me, the higher I will go. Come on multiple award winner, get your complaints department sorted out!

I have in the last couple of days flown from Sydney to Colombo via o/n connection in Kuala Lumpur.
My check in baggage was weighed at Sydney, and showed that it was overweight. I told them that I had weighed it 3 times before, and it was definitely only 19 kg. The lady behind the counter called her supervisor, who told her to take the bag off the scales, reset the scale (there is a button under the counter) wait a moment and then reweigh.

As expected, once the scale was re-set, and my bag re-weighed, it showed that my bag WAS NOT OVER 20KG's, and was just over 19 KG's as I had said.

The supervisor said that this was a known problem ever since they went
to fully digital scales, and the scales showed errors of up to 3kg's +/-.

This was fine, as the supervisor obviously took her job seriously, and did what she could to make sure Air-Asia's Customers were taken care of, and were not being ripped off at the point of departure.

The problem I am complaining about happened at KLIA2, on catching the connecting flight from KL to COLOMBO. Again the scales showed that the bag was overweight, and I told them that a similar thing had happened, and would they please reset the scales and measure it again. Again the lady behind the counter called over the supervisor, and I explained the situation to him, showing him the baggage tag from sydney which clearly stated the the bag had been checked in at 20kg's.

This time the supervisor did not seem to care, in fact he seemed to find it all very amusing. This is why I asked for his name - MUHAMMAD RAFRUDDIN

He basically shrugged off what I told him, even saying that despite the baggage tag from Sydney clearly showing that my bag was not overweight, that he was not responsible for what they did in Sydney and as far as he was concerned, the scales showed that my bag was overweight and I could either remove items from my bag, or pay the extra - over $150MYR. He would not reset the scale and re-measure as they had done in Sydney.

Of course I paid the extra and told him that I would follow this up, which I am doing now.

As a point of information, there were a number of other passengers who also said that the weight shown did not match the weight for their luggage.

I might have accepted this as a mistake once, but it happened to me twice, with several passengers also complaining that their luggage was being measured wrong and they were being charged for excess baggage when they should not have been.

Having flown Air-Asia a number of times I find this to be extremely disappointing, and hope that this is not some new revenue raising scam.

I expect to be refunded the excess that I had to pay.

There should be greater flexibility in allowing customers to change their flight details to cater for uncertainties. One of us could not make it for the flight and we wanted to change the detail so that another person could've taken up the ticket instead. This would allow customers to feel that the company is versatile and flexible in handling their needs. Why is it that other airlines have this feature whereas AirAsia dosent?

I fly to Bali on flight QZ505 on 24 May 2018. The flight departs at 12.15pm. Boarding time was 11.36am and I was refused entry to immigration at 11.40am. According to them, I was late and need an endorsement by the counter staff. The supervisor refused to give me the endorsement saying I was late and the flight was ready to take off. My husband managed to enter (same time) and got on the flight in 5 mins. They should not have the right to refuse entry into immigration to get on the flight.

My reservation yiu32y flight # fd 505 they said the gate was closed and I was 45 minuits early so I missed this flight. They made me purchase a new ticket for the next flight and will not refund me the unused ticket. The customer service manager ms elva leung in hong kong was the most unpleasant customer service representitive I ever delt with. For over a month I have been trying to contact them to get a refund all to no avail they ripped me off on my $274.97 ticket, air asia you suck the only way to contact them is twitter or email and they never respond or respond with a no reply email. I will never will use airasia your suck company again

I would like to claim for the amount which I paid for new flight tickets from Kochi to Mumbai due to late departure of flight from Kuala Lumpur to Kochi AK 39.
To understand the case, please find attached file of air ticket which shows the return journey from Bali (indonesia) to Mumbai on 18th May.
Total travellers: 2
1. Mr. Rupesh Ramakant Gharat
2. Ms. Deepali Manohar Narvekar
As per the return journey, I reached at kuala lampur from Bali by flight AK377 on expected arrival time.
Departure time for the next flight AK39 which was from Kuala Lumpur to Kochi was at 9.30 pm (local time of Malaysia).
But, due to technical problem in the engine of the aircraft AK39, it departed 8 hours late, i.e. at 5.30 am (local time of Malaysia).
Because of this delay, AK39 reached Kochi airport at 7 am (local time of India). So, as per the return journey ticket, I missed the flights from Kochi to Chennai (departure time :6.20 am) & Chennai to Mumbai.
I asked the Air Asia Kochi ground staff to book tickets for us, But they denied, even though it was there liability, as it was a problem in the aircraft AK 39.
As I missed these flights, I had to purchase new tickets from Kochi to Mumbai. Boarding passes are attached for your reference.
Cost of these two tickets was Rs.18500/-. Bank statement is attached for your kind reference.
Also, I would like mention that, I booked the flights on early morning 20th may.
The reason for staying in Kochi on 19th may is the baggage loss.
I lost my baggage for this flight (AK 39) as well. (Complaint form is attached for your reference) due to unavailability of Malaysian visa, which was not informed to me anywhere in the itirnary or at Bali airport.
But I received it on the same day by the next flight (AK 39) coming at 11.30 pm.
After receiving this baggage I booked flights for Mumbai.
As, you can see, We suffered with respect to flights as well as with respect to baggage loss.
So, I request you to refund this amount of Rs.18500/- which was due to fault of Air Asia aircraft AK39

Regards
Rupesh Gharat (India)
+91 [protected]

On Thursday the 17th of May, I flew with my family from Perth to Bali.
Going through baggage check there appeared to be a man who was very abusive and appeared to be on drugs. He got very angry with the camera (swearing loudly) and the staff lady told him to go to the other staff to check in.
When he had his hand luggage checked he once again got abusive as staff took away his deodorant. I heard one staff member say to the other one, "Did you know he was coming" which made me think "Did they know him" - or did one of them think the other check in point with the camera should of alerted them that he was an abusive character. While we waited for our flight we kept seeing him pacing up and down talking to no one in particular using foul language - and we hoped he wouldn't be allowed on the plane.
Unfortunately for us he was sitting 2 rows in front of my husband in row 20D I think is where he was sitting.
Before the plane even took off a gentleman in front of us got abused by him as he tried to open his bottle of duty free whiskey, when the man told him he wasn't allowed he jumped to his feet and abused him using the F and C word, I really thought he was going to hit him.
He made sexual comments to a young girl flying with her friend and kept staring at her, she ended up in tears, my daughter had to comfort her. He abused another passenger so badly staff were called as we thought that a fist fight was going to break out. He verbally abused a single mother and she abused him back, they both were loud and vulgar. By this time he had been served 3 Bintang beers. He wanted my 3 year old grandson to sit on his knee, my son turned his back to diffuse the situation, we all were too frightened to even make eye contact with him as he was so volatile and abusive.
The whole 3.5 hours he never let up, at one stage one of the cabin crew - a lady became very firm with him and told him to "shut up' and if he caused more trouble he would be arrested at the airport when we landed. This only subdued him until the cabin staff were no where in sight, then he played up again, abusing anyone who looked his way. It was a horrible flight, I was concerned for my children and grandchildren, and his language was shocking.
While I know Air Asia is not responsible for others behaviour, what I would like to know if why he was allowed to board in the first place? We could see he was a very angry abusive person, so why would your staff allow him on the plane? And why was he served alcohol?
This was my 14th flight to Bali and it was the worst flight I have ever experienced.

I await your reply. From Janet Moore

AirAsia website doesn't inform you that if you don't check your luggage on-line you will pay 3 time the price at the counter.
We wrote a compaint to AirAsia that wasn't addressed and then it ignored our response to correct the matter.

Attached copy of correspondence

to airasiasupport
Dear Ameira Ir.

We are still waiting for our complaint to be resolved as you haven't responded to response to your wrong assessment of the matter. I have attached a copy of my response that you still haven't addressed. Please correct the matter as we have been very patient to no avail.

Sincerely,

Bernice Rodrigues:Attached copy of complaint

Dear Ameira Ir.

Thank you for your response, however, you missed the point regarding the overcharges.

We did not pre-book because we did not know the weight of our luggage when we purchased the tickets. In addition there was no warning on the booking stating that we would incur 3 times the pre-booking charges at the time of check in. This deliberate lack of information/misrepresentation led us to book our baggage at the time of the check in not expecting to pay 3 times the charges.

Pre-booking our baggage for 15 Kg would be 150 MYR ad we paid 460 MYR. We are willing to pay the 150 MYR pre-booking charge, but we are very upset about the unexpected overcharge. We believe AirAsia omitted this information from the booking deliberately and we expect a refund for the difference (310 MYR).

If AirAsia wishes to charge 3 times the regular cost of pre-booking, this should be clearly stated at the time of the booking so that the customer can make a well informed decision. As it is currently stated, it is misleading and dishonest. I do not think AirAsia would appreciate publicity regarding this matter.

We hope that you understand the problem and correct the matter promptly as we WILL pursue this matter till it is resolved satisfactorily.

Sincerely,

Bernice Rodrigues M.D./Pierre Rusconi

On Tuesday, April 3, 2018 12:51 AM, AirAsia Support wrote:

Dear Bernice Rodrigues,

First of all, we would like to apologize for the inconvenience caused to you.

Referring to the booking number ZGMVMR, we note from the system that there was no baggage allowance has been purchased in the booking under both passengers.

However, you did check to the total weight of 13 kg for passenger Mr. PierreLouis Rusconi and also 15 kg for passenger Ms. Bernice Rodrigues.

Please be informed that if you did not pre-book any baggage online but check-in with heavier baggage you will be charged for the applicable airport rate or excess baggage for each additional kilo .

Hence, that is the reason why you have been charged with the Airport Baggage purchased of 15 kg for each passenger. We regret to inform that the amount charged are non-refundable. As such, we would like to apologize that we are unable to accommodate the refund request.

Hope that the above clarifies.

For more info, please refer to our Fee Schedule for the applicable airport rate and excess baggage charges.

Should you need further assistance, kindly contact us via our AirAsia Customer Support page.

Regards,
Amiera Ir.
Customer Happiness
AirAsia Berhad

ref:_00D7F2WjH._5007FG4mms:refabout the baggage rate.
It does not state if you do not pre-pay for your baggage you will be charged 3 times the rate when you check in at the airport.
AirAsia didn't addressed our complaint and then it ignored our response to correct it.
I have attached a copy of the correspondence.

On 29th April 2018 I boarded flight AK 716 from Kuala Lumpur to Singapore. My booking number was HMVRQJ. Upon disembarkation at Changi airport I noticed that my luggage bad was damaged. I hence made a complaint at the airport and sent in the official complaint to your website but there has been no response from Airasia at all. I also followed up by making further queries but no response.
My complaint numbers: [protected]
[protected]
Attached with this complaint is a copy of my damaged baggage report and pic of my bag.
Would appreciate if someone would respond to this complaint. Thank you.

My flight was delayed upto 1 hour when asked at the gate was told it has still not landed because of the weather. So went for a cigarette and was back within 10-15 mins the gate was closed. The flight had not taken off the tunnel was still connected to the plane and the stewrdress still would not let us on the plane. After numerous people we were directed to we had to come out of immigration and go to customer services. Told it was our fault then charged extra 190 rupiah. So I get charged extra BUT what about my compensation for the delay when I have a driver waiting for me to take me to meet potential business client. Will never fly with air Asia again and recommend that to everyone and will post this on social media if I do not get any recompense or any sort of valid explanation. Numerous times I have flown with airasia and every time delays. Never again rather pay the extra money and fly by Garuda. My associate with me will be also doing the same and putting in a complaint and posting on social media. Your customer services and your delays are atttrocious. Never come across such bad customer services. Will also report this to the aviation department about how terrible you operate and your customer services.

We flew from Hawaii to Hyderabad and had a layover of about 15 hours in Malaysia. We checked in 4 suitcases of 20 kgs each. And one bag went missing and its been more than a month now and when contacted customer care they said they lost the baggage and they will give a refund of 350$ which is insane. I have 2000$ worth stuff including the suitcase price. I don't know how air Asia is so careless first of all in mishandling the baggage and now they will give us such low refund.

I have waited for one month for the refund to be credited back to my credit card since early april but till today was not done yet. Now I was told the case was already closed on 12/04/2018 but where is my refund?!

Booking no: qw3t6k
Case no : [protected]

Kindly help me as it has been a long time since.

Name: chan lih sin
Ic: [protected]
Tel no: [protected]

Recently l was at Macau international airport. I was going to board my flight back to KL. AK187, 13 May 18. Time 2025 hrs. There was a Chinese Air Asia representative staff extremely rude to us at the boarding gate. He is tall, he wore a brown color like a technical suit with a reflector suit on him. He was practically shouting at the top of his voice at all the passengers. I was the first to be shouted at. I bought the Premium Flex with added extras. He said that he will not let me board the flight because l have 2 bags. One cabin size bag & a plastic bags with chocolates which l purchased at the duty free shop inside the airport. I have flown with AA & numerous big airlines, l have never encounter such rules. If you guys don't set the rules right, don't be rude to your passengers at the boarding gate. Most passengers purchase gifts from the airport, l do that all the time. This is how airports around the world makes revenue because of the Duty Free goods. They rely on passengers to spend money in the airport. Well looks like Air Asia do not allowed us to buy any of the D. Free items at the airport. The AA ground staff said he don't care & not his concerned. Maybe l should write an official complaint to Macau Tourism board about the rules set by AA.
After being shouted at, l asked the others AA staff this chap name. No one wants to tell me his name. They were covering up for him. Look at how unprofessional your team of staff reacted. Shame on Air Asia! You need to inverstigate who is the AA ground representation staff that you people hired to treat us so badly. There were a number of passengers complaining that he is very rude. He want to get a message through he can tell in a nice way, no need to shout at us. Who the hell he think he is! I want this matter to be investigated & a reply from Air Asia or else l will make an official complaint to Macau Tourism board.

salam,

pada 13/5/2018, saya telah menaiki penerbangan balik dari yogjyakarta ke Msia. Penerbangansepatutnya pada 16:55 tetapi penerbangan telah ditangguhkan. Semasa tiba di Msia, saya dapati bagasi saya telah rosak pada pemegangnya padahal pada permulaannya bagasi dalam keadaan baik.

Oleh itu, saya berharap pihak airasia dapat memberi pampasan dengan mengganti semula bagasi tersebut. saiz bagasi:

tinggi= 53cm
lebar= 36cm

sila rujuk lampiran untuk maklumat penerbangan dan bagasi.

Sekiranya pihak airasia perlu hubungi saya, saya lebih suka berhubung melalui e-mel.

Nur Sana Mudliah Bt Abdul Hamid
[protected]
[protected]@gmail.com

Hi there,
My name is Sanjeep Maharjan and I live in sydney. My booking number is JSQ63U and booking date 23 March. Last month I booked my ticket to Nepal to visit my family but the staff from air asia at did not allow me to enter because she said I need transit visa at sydney airport. They didn't help me and they are not helpful. Very unhappy with staff. But I also asked with air asia customer care center in Nepal about the situation and they said I dont need transit visa in sydney airport to enter in airplan. So, I think it's better to complain even it's late.
Is there any chance that I can get refund.
Looking forward to hear from you.
Thankyou

We have booked a flight from Bengaluru to Chennai due to a family emergency.
It is extremely diaapointing to notice that two jet airways flight has departed to Chennai in the mean time but your airlines seems to keep its track record of NEVER BEING ON TIME.
The irony being that if passengers are late due to any reason we are being penalised but when your airlines causes delay you are not being penalised.
We demand our flight charge back!
Pathetic service provided by your airlines!

Received sms from 63633 to check my e-mail on 06.05.2018, until now i still haven't received the e-mail. I try for many times to using e-form to make a refund for RM1150, but until now i still cannot submit the request. Live chat also need to line up for long time. Walk in to the air asia office in Sibu, she talk me have to do the refund by myself. Since the flight cancel by Airasia, why i need to do the claim!

Our flight AK710 was schedule to depart from changi airport at 1.30 pm on 8th May 2018 . The flight was delayed by 38 minutes. We reached at Air Asia counter in on 1.10 pm and also we didn't have any check in luggage with us. We requested several times but airlines staffs didn't alowed us to go in. Also the didn't help to reschedule the flight. Therefore we had to buy new tickets of another airlines which caused huge financial lost for us.