AirAsia
reviews and complaints

I booked flights for my elderly family members and a friend. I accidently spelt a first name incorrectly. I have emailed, phoned AirAsia on numerous occasions and am yet to receive a response. I would just like to change the name from GAYLE TO the correct spelling. Booking reference is V49HSE - Blunt. If you need any further information, please let me know. It would be great to receive some/any response.

On 6 March 2019 (Wednesday) I have booked a flight ticket from Kuala Lumpur to Kota Kinabalu for five people. I booked return ticket flight for 27 March 2019 from Kuala Lumpur and 3 April 2019 from Kota Kinabalu. I paid the ticket through credit card. After I enter the secure code for the payment, the loading was take such a long time. And suddenly I got the e-mail of the invoice for my booking, even though the loading are not done yet. But the invoice was stated the wrong date which is on 13 March 2019 from Kuala Lumpur and 16 March 2019 from Kota Kinabalu. After I got the invoice, I went to Sultan Abdul Halim Airport to asked at the AirAsia's counter about my purchase. But I only have two choices, which is to change the flight date (which is cost almost RM1000++) or cancel the flight (and get the refund about RM100++). I am quite dissatisfied with the option, because the booking date was totally wrong. Thus, I want a complete refund of my flight booking purchase.

I would be highly grateful if you look into the matter and make an arrangement for the refund of my purchase amount. I would to request you to take an immediate action.

Regards,
Areena

Hello whom it may concern,

I'm writing this complaint about AirAsia both in Thailand and Malaysia.

What happened? I usually flew AirAsia as it's a low cost and quite convenient in order to fly to places domestically and internationally. I had 2 cases that I faced, both are about the damage of my luggage.
Once I flew from BKK to Nan (Thailand) and another one was from KL to BKK.
1) BKK - Nan (last year), my baggage holder was broken and disappeared when I picked up the baggage.
2) KL - BKK (On 5th, March, 2019), I faced with the pretty similar case but this time it happened to my baggage's wheel, one of the wheels is broken and disappeared when I picked up.

I would like to separate the situation into 2 parts so that you could acknowledge that I understand the policy of claiming. So, I split into; Baggage claim policy and Caring of AirAsia staffs especially staffs who are responsible for baggage belt.

1. Baggage claim policy: It's understandable that I cannot claim if there is broken baggage occurs unless I buy a travel insurance from the airline.
However,
2. Caring of AirAsia staffs who are responsible for baggage belt: There is none?
I heard the stories of this kind of careless from my friends and other people as well. When the staffs organise those baggage from and to the plane, they should do it carefully and recklessly because you should bear in mind one thing that we as customers pay for the travelling of our baggage as an extra cost, unlike other non-low cost airplanes. We pay for the cost of concern on our belongings but recklessly manage customers' belongings is unacceptable and no matter how well you lower the cost to compete with other airlines, you get no trust from customers. I believe there are tons of travellers like me used to be "were" AirAsia customers then but not now.

I hope the management team of AirAsia would consider what I'm trying to reach my message here and really improve it.

Regards,
Lalita K

Me and my husband chose airasia to fly to kl because its timing suit his schedule. And I had to compromise just to fly with him. At the counter we requested nicely to sit together, the guy said we cannot sit together. I asked why and the guy smirked and said because is a cheap airline, you dont get to chose. This answer is extremely disturbing and disgusting!

My Name is Caroline Field
Account no with Trip.com D3057283720
Booking Ref: [protected]
I was booked on a return flight from Phuket to KL /KL to Gold Coast scheduled on the 4th April 2019, I have been informed that this flight has been cancelled and I have been booked on flight AK819 instead which is a day later the 5th April very early in the morning also inconvenient, I was also told there are no flights out on 4th April.

I will require compensation from Air Asia to deal with this matter as I incur an Extra nights accommodation and I should not be expected to pay for the inconvenience of having to stay another night in Phuket . Then I have a 12 hour wait time in KL between flight connection D7200 this is also unacceptable.
Please advise how you can assist me on this matter with an amicable outcome for both parties.

Regards
Caroline Field

I have tried to book flights from Perth to Langkawi for over a week and experienced issues with creating and including a BIG membership for my husband. I have been fobbed off repeatedly by the online customer service, saying that I have been confused, which I have not as I have clearly sent them proof of the issue, several times! After all these delays, finally I thought hubby's membership was sorted so I decided to try yet again, for at least the eighth time, this morning (19 Feb) to book flights through Air Asia direct online. Firstly, I find that the prices have now increased since having to wait. Then I get to the point where hubby's information is automatically included and I nearly have a heart attack as the exact same issue occurred again. I just cannot get anywhere with this booking. I am not even sure if there really is an Air Asia website, well not one that actually works.

I booked and travelled on AK 2010 booking number VVEE6N, at check-in stall refused to accept fishing and camping equipment claiming that it was not sports equipment, There service was rude by the supervisor that fronted me with a laptop showing only Diving equipment was allowed, we had organized diving and Fishing and thus we were refused check in of our equipment
The supervisor Zhu Chen was using a lap top to show diving and was adamant that fishing equipment was not allowed She basically shoved the laptop in front of me and walked awaysaying we will not allow your fishing equipment.
On arriving at Langkawi you staff said that the equipment should have been allowed and the supervisor was out of line and should have allowed.
Subsequently we had to buy new fishing and camping equipment at a cost of 2800RM plus we had already paid for the 40kg of equipment that was not allowed to be checked in
As a frequent traveller on Airasis I found the attitude of the supervisor rude and non considerate considering your service department in Guangzhou had alrerady approved fishing equipment by phone when I booked the 40kg that she refused to consider and we had informered her of this basically her attitude was "I dont care I make the rules here"
Additionally I had bought a premium Flex, yet the plane was full and all the chinese seated around me were booked as economy passengers at standard price while I was paying for premium.
I believe I should be compensated for the 40kg I had already paid, cost of buying replacement equipment (2800rm) and a replacement ticket GZ to Langkawi for paying Premium when surrounded yeconomy paying passengers thus in economy class.
As a frequent Gold traveller I request your burgent attentionYour urgent attention
Geoff Orpin

Email sent to airasia and left unanswered... Showing again their bad ground staff service...

Dear sir / madam,

I am writing to you to raise an issue about: flights - departure from maldives, 2 people

The issue that I have experienced was:

There is a few of issues which did not match my expectations and I would like to submit them to you for service improvement.

1. Once we arrived in bangkok (from male) with over an hour delay on the scheduled flight, we had only 30 minutes to get our connection to phuket and no staff was present at the arrival hall. As we needed to obtain a visa (chinese citizend), we had to run around without any airasia staff to assist, in order to find the right place to go. Finally, running until out of breath, we managed to find the visa desk, the check-in desk and the gate. To be noted that I have been travelling for the past 30 years and have used air asia in a previous occasion and I have never had such an issue, with a service that does not match your award for best budget company in asia. Your ground staff is definitely failing you!

2. We purchased the premium option as it offers the possibility to access a lounge for a couple of hours, in the event of a late flight, which was the case on our return flight and there is no lounge facility for airasia nor any lounge that your ground staff is aware of. Your advertisement during ticket purchase is misleading (free lounge at klia... But what is klia?) as I was told later that you do not have any lounge facility or affiliation lounge in don mueang airport. It exist only in kuala lumpur international airport!... Here is the famous klia. If you sell something, you should also be able to deliver or at least to make it clear.

3. To go into the details as you seam to be keen to improve your services, each of the meals provided was provided with a 1 dl of water in a sealed cup, not a bottle as advertised during purchase.

4. On our return flight, at phuket airport, there is no facility improvement for premium ticket holder. We were parked like goat (20 people in 5 square meters) in a corner of the terminal and no one did communicate with us the reason for the delays. Moreover, the airasia staff were extremely rude mannered. "you stay there and wait...", we were told... (not only my fiancee and I but all of the 15 to 20 passengers present.)

5. When I purchased a premium seat for good money, I am not expecting a passenger from the other zone to come a get a seat for free. This has not disturbed me as such, although I could not understand why suddenly a passenger from a seat somewhere behind me, suddenly arrived in the red zone, took place and ordered his food without any pre-payment which does not sound fair for the passenger paying their due.

Nonetheless, crews on board of the planes are well trained, efficient and hospitable, which is definitely not the case for your ground staff. Most do not have a descent level of english or pretend not to be able to understand your concern, they look stressed out and really not happy to be doing the job for which they are being paid.

It occurred on: 20/01/2019 & 30/01/2019

What would be nice to hear from airasia:

To start, it would be nice to obtain an apology..., followed by a descent training of your ground staff and resolving all issues mentioned above. This would improve the services of airasia and delight all passengers using your services.

As far as any sort of compensation, I would let you be judge of the situation bearing in mind that I have paid around $200 for the premium fee per person, without getting the real premium service.

Moreover, I have been charged $96 in processing fees, which I do not really understand as I am the one doing all the work, inputting data on your forms and making the electronic payment. As I see it, I am doing to work and you are billing me $48.- per person for it.

I look forward to your prompt response on this matter. As recommended by trading standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Vincent kuhnis

Booking reference and/or flight number btycyd

I booked a flight from Hong-Kong to Kuala Lumpur with my family. N°AQ8GJG
Name: BOURCET. Email: [protected]@bourcet.com
I received an email with the information of the baggage policy:
"BAGGAGE
All guests (except infants) are allowed to carry on board 2 pieces ofcabin baggage. The total weight of both pieces must not exceed 7kg."
So, I took 8 baggage (for 4 people).
I tried to do the check-in online before the departure but the website was out of service.
When the person at the airport made the check-in, it wasn't ok because we had 5 cabin baggage and 3 backpacks. The baggage policy was no longer the same as that recorded on the mail.
So, we have to pay 450 HK$ at the airport for my cabin baggage and 210 HK$ online for the return (The baggage policy was no longer the same as that recorded on the mail).
I don't understand why the email information is wrong.
If it was written correctly, I would have a different suitcase.
That is why I would like a refund of the expenses incurred by the registration of this baggage (which was a cabin baggage of less than 7 kgs as written in the mail)
I'm looking forward to hearing from you
Pascale Bourcet

During Chinese new year, my parents booked a ticket back to Johor, when we booked the ticket the time shown for the flight is 7.15am.When we went to the airport, we realized that the time for the flight change to 7.00am.They did not informed us, so we quickly went to the self check-in machine and check in .The machine show that we cant check-in anymore because we must check-in 1hour before the time for the flight. The time was 6.20 am when we reach the customers service for Airasia, The girl at the counter tell us we must check in 45 min before
the flight, we explained to her about that they did not informed us about the change of time, and ask can she help us. She rejected us and she doesn't want to help, she say is our problem did not arrived on time. But the problem is the plane just started boarding, is possible to board the plane on time. After a few min, she call the air stewardess.After the call, she told us we are not able to check-in.My mum beg her and she still refuse to try to call again. In the end, we miss the flight and my parents are not able to have dinner with grandma, if we will able the check-in when the time we ask her, we will not miss the flight and waste our money.

To whom it may concern,

I was offered to apply for a full refund from Air Asia on the 23rd November 2018 due to an aircraft change, which I filed the next day. My case was created on the 27th November 2018.

As I have not heard for Air Asia for about one month, I involved Malaysian Aviation Commission (MAVCOM) to chase my case.

Since beginning of January 2019, both Air Asia and MAVCOM advised me that my case has been resolved, but I have not received any money.

During my last conversation with Air Asia support on the 1st March 2019, they stated that they credited my account on the 23rd January 2019, however there is still no money in my account.

Also, they advised me to contact my bank, which I did, who advised me that they did not received any funds from Air Asia.

Can anybody help?

Many thanks,

Maro

Hi.. I'm Thanaletchumy.. I've booked tickets from malaysia to trichy on 2/2/2019 flight AK 029, 2225 flight time.. we managed to check in early but we reach the boarding gate after the gate closed 2210 MST because my daughter can't walk and had bring her to toilet.. hence delayed to reach boarding gate.. but my mother and sister was waiting in side the flight.. AirAsia staff refused to call out my mother and sister and not allow us to go in... atleast they should allowed us to go in. Never considered anything and busy with WhatsApp calls. No proper communication between pilot and staff. While arguing they could let us to go in and the flight take off at 2245. Now we would like to compensate our flight tickets money. We have spent RM 4500 to booked the tickets. Please refund our tickets money to book a new flight. Kindly respond ASAP before we spread this in social media.

I made a booking reference VUV3GA and accidentally booked Manila to Tacloban rather than Manila to Tagbilaran. Out 21st March back 24th March 2019. The booking was for 2 people.
Sure it was a typo/silly mistake, but I tried to correct it immediately (within 10 mins) and have tried unsuccessfully to get anywhere with AirAsia at all. They simply refuse to even listen.
They just tell me to rebook it and forfeit the money spent.
When you contact Airasia it is just a guy sitting behing a computer which says NO !
Airasia should raise it's level of custmer service and have some understanding and empathy towards situations when a well meaning customer makes a simple mistake.
Particularly when that person tries to fix the mistake immediately.
What should I do next ?

29/01/2019 flight from Jakarta to Kuala Lumpur (AK 387) at 20.25 Indonesia local time. My wife and my son with others three passengers was misflight during waiting at waiting area and gate that was assigned. How come there unable to hear any announcements regarding boarding and also the last call by mentioned the name of passengers? This is a trick done by airasia crew in order to get extra money. I had be informed by my wife that airasia crew that on duty that time asking for money in order to allow my wife and son to boarding for the last flight, asking for rp.2, 000, 000. One of passenger had paid rp. 2, 000, 000 cash to airasia crew and had a change to board for the last flight. I think that the seat given was already know available, by settings a drama and asking for rp2, 000, 000 from passenger's. This will be unable to airasia to detect as passenger's will flight with the same boarding pass but need to paid to airasia crew. This type of service crew need to be cut off for his/her duty. Please investigate this case either others passenger's will face the sama issues and it keep on doing this tactic to earn extra money. If everyday they doing this with 5 passengers that affected, for 1 flight they can earn rp. 10, 000, 000. If this repeating for everyday for one month they can earn rp. 300, 000, 000 (can buy a new car), this is only calculations for one times a day. Cant imagine if more than 1 flight. Airasia service crew will become rich

Hello/Namaste,
I am Bijay Kumar, Today I have booked a flight from Bangalore to Bhubaneswar via Goibibo.com Booking # R2LJ5E but later I came to know that there was a mistake on scheduled date, it should be 3rd Feb 2019 but It has been mentioned as on 3rd March 2019.
I came to know about the error while I received confirmation mail from Goibibo & AirAsia, after 10 minutes of booking due to mobile network problem.
ASAP I tried to reach Goibibo customer service Helpline & also AirAsia Helpline but I couldn't get any Satisfactory resolution from both sides. As they told me that as per the T&C If I will cancel or reschedule then I have to pay RS 2900 as Penalties & Charges.
I couldn't understand the T&C of AirAsia.
For the ticket I paid RS 2600 then, Am I fool that I will pay another extra RS 2900 for rescheduling or cancellation?
If I will do that then total cancellation fees & ticket price will be 2600+2900=5500 (INR).
It is directly indication of illigal earnings from common man's hard-earned money as AirAsia knows that one common man will never claim for it and directly it will be benifit for AirAsia.
Why charges are much and more than the tickets price? It is just like,
One poor man starving to death without food then he had stolen RS 500 from anyone but police caught him then asked him to pay RS 5000 as the penalties.
What is the valu of the T&C which will give only benifit for company not to the customer?
If my ticket price is RS 2600 and for your side mistake like flight delays or any technical difficulties of the flight will you pay more than my paid tickets amout?
Remember your customer are the main source of your business.in my whole life time AirAsia will be in bad remarks. I will never refer anh of my friends or family member to travel with AirAsia for this kind of dirty business T&C.
If I have already paid RS 2600 for 3rd March and I am requesting to reschedule on 3rd February then you can ask extra amout which will be applicable to my requested day flight ticket charges.

Hope you will understand my concern & try to resolve my problem as soon as possible.
If possible requested to refund ASAP.
Regards
Bijay Kumar

We bought the flight tickets to fly from Penang to Langkawi (AK6246 to depart at 15:35) and our credit card has been already fully charged for the tickets. We also received the confirmation of the completed booking. We also checked in online in advance and everything seemed normal with no issue at all. Not until we arrived at the check in counter and we were told that our flights were already oversold and there were no more seats for us. Their staff reacted in a way that this was super normal for their airline to oversell their seats and felt no sorry at all to put us to the next flight.
Avoid this shxt airlines by all means. Blacklisted!

I have just flown from Kyala Lampur to Avalon on 19 January 2019 on the 10.35am flight and the service on the flight was terrible.
We were in a hot seat in the quiet zone, 6A and 6 B. Our rubbish was not collected at the end of the flight, the toilets were not cleaned- I had to ask hostess to clean the toilet, I paid for a meal that took over 45 minutes to arrive and by the time it arrived we were about to land, out bags were meant to be express but did not come off early, staff took a long time to respond to being paged. I spoke to a hostess during the flight and she said they were understated, mind you I noteiced that three staff were working in the ‘flat bed' zone.

I ask that some compensation be paid to us as a result of our experience on the flight.

Julia Young and Amy Chandler

Air Asia added an additional processing fee of 10 SGD after I authorized charges excluding the service fee. If I had known, I wouldn't have booked the ticket. I had alternate plans to travel by ship which I didn't take advantage of at a better price. 10 SGD isn't an amount worthy of caring about, I just abhor scumbag outfits that deceive, misrepresent, take advanttage of and stick it up the arses of customers! AirAsia can FO&DD, I will never use them again!

I missed my flight from kch to sbw ( E1UH2B ) because of your app issue. Your app was working fine up until the point when I reach the airport. All of a sudden it shown me server error. Whatever check in that I had was useless at that point. I try to print boarding passes as well, and your machine won't allow me to print at all and I've tried several of them. There was a long line when I try to get to the counter, please do nite that I arrive an hour an a half earlier as well. By the time I reach your counter, the gate closed and I've missed my flight. I've follow all the regulation and rules you've provided and in the end these things still happen to me.

My sister depart from medan to osaka japan transit in bangkok, delay from medan and been told it will be ok, when arriving at bangkok, one of airasia staff escorts my sister to follow the que line, inform to the guy she's only transit and need to catch up the next flight, he said still need to follow the rules, when she arrived at the gate the lady told her that she missed her flight already, her flight is 14:15 with is been told is already depart at 13.45 no information no emails, when asking they not give solutions asking my sister to buy a new ticket, ask my sister to pass the telephone to them, all of them are refused, is very bad service, and how the could do that to a young lady alone, is about money or monkey business I'm really dis pointed... pls investigate about this, booking number NULW2N
Name Elita sari
Flight number QZ 154 kno-bko
XJ 610 Bangkok-osaka 14:15 - 21:40
Thank you so much for your attention