AirAsia
reviews and complaints

I had a flight on 27th April 2017 from bali to kuala Lumpur at 4.05pm.the flight got delayed for two hours.then it unnecessarily got delayed one more hour.my connecting flight was at 9.50pm from kuala Lumpur to dhaka.our flight landed kul at 10.30pm so I missed my connecting flight.then I went to transfer desk.they told me that I have to wait 24 hours for my next flight.they didn't provide me any accommodation.at first they made a promise but they didn't keep their promise and also misbehaved.this was my first and last journey with airasia.this is the worst airlines ever.

Booked a flight with booking number WGRYUV. Payment went through but on the redirect I saw an error message on the screen. Turns out that I got the ticket issued but all my details on the ticket are blank (no name, passport number, DOB). Contacted live chat, created e-form, followed up three times - no response.

Went to the service counter at the airport, where I was first told that this was my fault since I provided no details. After some discussion the customer service representive acknowledged that it is not possible to make a booking on the website without entering personal details.

The next reason I was given is that I can't be helped since there is no name on the ticket and therefore airasia can't verify that I made the booking. Showed him the receipt and ticket which was issue to my email address.

Eventually I was told that nothing can be done about this except sending an email to customer support.

Not a good experience.

We have booked a flight ticket id bgvn7z, flight no. ak 69, kul to hyd on 7 the june 2017, at 9.35pm departure.. we have flight form lankawi to kul booking id lmjjmn flight no. ak6313, at 4.25 but it come late at 6 o clock arrived to kul at 7 pm, we have baggage storage in laguage room, it take some time to collecting baggage and checking our items and take some food for dinner, then go to baggage check at 8.55.. they said its already closed, go to customer service. we go their only one counter is available so rush. they waiting me for 40 mints. my flight time is 9.35.. they said sorry we don't do anything.. please book another flight diffident amount should be paid..2138myr for 2 persons.. its very unfair.. my boarding time is 8.55. at least they suggest to go take boring pass.. they don't suggest to take boarding pass, my baggage check is late for 20 mints, we r in airport but we miss flight for not giving proper guidance from staff, customer service manager, we r requesting so much, but they are not providing minimum service, so simply sad u r late for 20mints book another flight and pay for flight different amount.. different amount is 2872 myr next day flight.. we are not affordable that much.. still we are in malaysia, we booked to ticket on 12th june2017 by paying extra 1786myr.. we r bearing for 20 mint baggage checking late this amount four days waste of time for choosing airasia for malaysia trip. your service late for 1hr from lankawi to kul on 7th june 2017; it reached to 7 pm but actual time is 6only, your service is late for 1 hr, that why we r missing flight to kul to hyd. but we facing trouble only. why your not bear the delay time.. we r paying extra amount 1786myr for 20 mints delay, but your flight service delay for 1 hr why should not bear anything.. if customer service manager provide some help we get solved the problem.. but she didn't, worst service

Hi
I wish to enquire about the above
On the 29th April 2017 I travelled from Mandalay to Kuala Lumpur transit at DMK Booking Number XPCE3U and regretfully my cabin bag was deemed to be overweight and so was charged US$40 from MDL to DMK and another US$40 from DMK to KUL even though I only Transit in DMK . I do not mind paying US$40 from MDL to KUL ! Even if I were to buy Baggage Check In online I noticed that the charge was only from MDL to KUL . So I feel that it is not fair!
Furthermore I noticed that there were locals who had over sized cabin bag and heavy that was allowed on board (see photos). Is this fair ? Where is the level playing field!
FYI I travel frequently on AirAsia and just for April I travelled :
KJB3TJ, NKTG8D, XPCE3U
Is this a fair way to treat your Frequent Flyer?
Please investigate and I await your reply

Thank You
Thomas Kiew

Hi,

We were travelling from cebu to caticlan where we had an encounter with a staff named "Isabel Rebullda" - guest service officer. I personally have never spoken to such rude and insulting airline staff. Never mind the subject of argument, she was beyond rude, verbally insulting, rolling her eyes and making insulting gestures with her hands everytime she said anything. To add on when i asked to speak to her immediate manager in the airport she resisted for 20 minutes saying that my immediate manager is in manilla and i'm the highest supervisor here. After 20 minutes she finally introduced us to her supervisor which was normal and well mannered. Thanks to her i'll be looking to cancel my next flight with airasia andy day is completely ruined. I expect an apology and a written report for my complaint to see how this was handeled. I would hate for her to be allowed to speak to any other guests in such way.

Booking number JHUIMT flight Perth to Bali.
Case number CAS-[protected]-NHQHLH CRM:0001237

The time of flight was changed by Air Asia and we had the option to cancel which we did on 27th December 2016, it is now 6th June 2017 and still no refund.

We have phoned seven times and got a different answer each time as to why we have not received a refund. We have also sent numerous emails requesting this matter be finished as soon as possible. Not once have Air Asia contacted us or confirmed receipt of our emails or copy of bank statements, instead telling me i should be contacting them all the time! I am disappointed by the extremely poor customer service and lack of customer care.

Booked a one way ticket online from Manila to Melbourne with a short stop over in Kuala Lumpur. However to my dismay the itinerary came through (5 mins)with a extended extended stop over in Kualu Lumpur. I immediately contacted Air Asia via live chat and after discussion via them I had to fill out an e-form and was told this could take up to 5 days for a response. Response back in the negative saying I had booked the long layover in KL. Now why would I want that? I discovered online a Air Asia link took me to a page saying I'm using an unsupported browser version and should be using Chrome, Safari, Firefox and if I continued errors in my booking may arise. I am using the up to date version of Chrome. But Air Asia refuses to acknowledge any fault in their system and refuse to put me on the flight I selected unless I pay around $300 AUD to change. This is very poor customer service by Air Asia and will refuse to travel with Air Asia again.

For some reason after having problems with our reservation we have 2 reservations for the same journey!
> Our first attempt to buy a return ticket between Kuala Lumpur and Danang (11 may-18 may) did not result in a confirmation from your company. ( we checked remaining avalible seats and there was still the same number of free unbooked seats on the flights) .
> So we make a new reservation, this time on "MrJet" website, and this time we recieve an confirmation of our booking.
> We did not know that we had a duoble reservation until boarding the return flight on the 18 may, when the staff informed us that we hade 2 reservations on the same flight.
> So now we ask you for a refund for one of our reservations because there was no confirmation from your system that our first reservation was succesful.
>
> Passenger names:
> Mr Stig Brahn and
> Ms Marie Nilsson
>
> Please contact me for refund details.
>
> Phone: +[protected]
> Email: stig.[protected]@transportstyrelsen.se
>
> The only confirmed reservation I recieved was "APR1PR" Both reservations where made an payed on the 8 may 2017
>
> IF you try to call me, im flying to sweden and can not answer until the 22 of may.
>
> Thank you for taking care of this issue rapidly.
>
> Regards from
> Mr. Stig Brahn
>
>

Name: William Burke
Email address: [protected]@aol.com
3 people traveling from Yogyakarta to singapore June 20th to June 28th, 2017
Complaint: online system made duplicate hotel reservation and made checked baggage reservation for each person on trip(only one required) . Never asked for any passport information either.

AirAsiaGo travel confirmation - 20 Jun - Itin# [protected]

I would like to lodge a formal complaint against Air Asia Go. The system was extremely difficult to use and ended up making reservations for a hotel in Singapore for two rooms when only one was required, made baggage reservations for 3 checked bags when only one was required.

I have done booking of flight for my in-laws and along with ticket i have purchased seat for both of them and payed INR99 for each seat. while check in at Guwahati airport, the ground stuff denied to give the booked seat and forcefully given different seat and that also in different location. They are senior citizen and were in trouble. Flight date: 17 May 2017, Flight number I5 983, Guwahati to Bangalore, Initially I booked seat number 21A & 21B. But they have given seat number 25C & 25D . I called customer care they advised me to fill e form. But they have denied to refund me the amount as it is not assured the same seat even you pay for the seat. Then why one should pay for the seat? If the can not provide the committed seat, then refund the amount to customer.

On 28 May 2017, I and my family are flying to taiwan by AirAsia. When we arrive to the baggage check-in counter, an AirAsia Indian stuff name Justin was service us with a bad attitude. Firstly he face like got people own him money, then speak with a very impolite tone of voice. After he check with my passport, he say my passport got a bit tear on my photo page and He denied me to board the aircraft. I told him I been traveling with this kind of condition for past few year, had been to several country without a problem and was recently came back from Singapore on 26May . So I ask him which immigration told you my passport is invalid, he reply me that the Taiwan immigration wont accept, he had contacted them. Then I ask for some evidence of the taiwan immigration said it so, but he just keep quite and tear off my boarding pass and say i wont let you take this flight. He say if I went taiwan and been send back to Malaysia become of this, he will be questions and might also loss his job. So better he spoile my family trip rather then his own job. I was very farious that time, and thinking of taking a video of this rude attitude. The moment I took my phone out, he start to shout and said " you taking photo!? I going to call security". And he told is that this is our fault, they are not responsible for any loss and will consider is missed flight if we dint get on board. At that time, our gate is almost close, so I ask my family go without me. Thinking of going to the Malaysia immigration to solve my passport out and take the nect flight. When I arrive to the immigration at seremban, the officer told me that my passport had no problems at all. In the end, I missed my flight and my holiday with my family just because of a stuff overthink that my passport is invalid, I don't think he the right person to tell me that my passport is invalid. An AirAsia stuff cannot act as a immigration officer and decided people from boarding. Had a very bad experience with AirAsia that day. In the future, I will avoid AirAsia flight as possible.

http://www.airasia.com-2017-givea.us/

As u see in the picture below, it said that i have won 2 free ticket from Air Asia. So, if it is true, where should I claim that free ticket? I hope ur quick respon a.s.a.p 😌tq
I just want some explanation. Please forward ur answer at my email below.
Email: Scarlet.[protected]@gmail.com
Fast respon really appriciated. Tq

Airasia, we are very frustrated with your system. I have submitted my refund claim via your e-form (https://eform.airasia.com/) for multiple times but it keep showing error. If you do not intends to let people have their refund, what for you setting up the platform for refund.

I have been using your service in 29/4/17. My flight has been rescheduled from (28/4) 8pm to the following Saturday(29/4) 8am. I was only given the option (Option 1:stay at hotel provided by Airasia / Option 2: take cab back home where the transportation fees will be bear by Airasia) at around 11pm, Friday. I have opted to option 2 and would like to claim back my cab expense. After multiple trying, i still couldnt submit via e-form.
Please advise as soon as possible.

I was traveling from Bangkok to Mandalay in the evening of May 16th on the plane FD 426. I was asked for a food order. It's obvious your airline was selling noodles and readymade food packets. I ordered a noodle and the flight attendant named "Maniacha S."gave me my noodles filled with hot water half way. She was friendly to me at first but when I asked her for more hot water, she filled my cup so full that I can't balance it. I was so upset with her rude behavior towards a customer. Hope your airline can server customers with care and love the next time :)

Booking number - fh56mj

Lii teck han
Cheo siow cheng
Lii qian hong xavier - 6 yrs old
Lii ci en queenie - 5 yrs old

I have do the web check in today.

Please refer to the attachment of the payment.

We have paid for 4 x advance seat request fee. However, the seat for lii ci en queenie was not the one we chose and we have to pay again myr 39 for reselect the seat.

Please explained the above and reply soonest.

When I came from sydney to kuala lumpour flight seat by half an hour delay ...second one from sydney gave me departure card that mention I have to go P4 ...between 6 that I arrived to kuala lumpour and 6.25 boarding time ...just a few minutes...as u know kuala lumpour has long distances...then I was waiting in P4 ...then they told me this FLIGHT IS IN P6...CUSTOMER SERVICE GRAB MY FLIGHT CARD LAST NIGHT ...AND DID NOT BACK TO ME!THEY R SO SMART AND I FORGET TO TAKE PHOTO ...they provided me accomodation for a day and flight is next day ...in Tehran in this way I miss my next flight because of this airline..I have necessary medical surgery so I miss it...who want to make up my damages?I sent u my new ticket that waste my time 1 day and I was really in bad feeling as long distance in airport that once I have to go look for my luggage then back to customer service to get new ticket ...it was horrible ...please respond to my complain as I spend too much money for my next flight and my medical .

Flight Reference FEBUFI
I paid 40 KG plus an extra 40 KG to ensure I had enough weight. As you can see the total weight was 53 KG. I was transporting 2 brand new BBQ from Coolangatta to Laos. These items were put into X-Ray and then classed as 'dangerous goods.' I was informed 5 minutes before my flight over the PA system that my dad had collected them and taken them home. I accept that the decision was made that these were dangerous good. I am writing to get a refund on the weight that I paid for and never used.
Air Asia always charges for people who are checking in weight more than their allowance. In this case I hope that Air Asia can honor that by refunding my weight back that was never used. Please use the attached evidence (photos) below to show records of my checked in luggage. I hope that we can resolve this matter swiftly and that yo refund the baggage allowance on my VISA card. I look forward to a positive response. Thank you! Chad Walsh

There is 14 counter from S2 - S14 but only 4 counter open. I have to queue nearly 1 hour [protected] hours). Baggage drop counter for my destination will close at 0520 hours. Other passengers (other destination) complaining to ground staff they will miss their flight and they still queuing for baggage drop. Later Air Asia staff open new counter only for them and close that counter again.

I am sure for those who arrive later than me will be denied baggage drop.

Our scheduled flight from Singapore to KL on May 21, 2017 was to depart at 7:10pm. We checked in at the gate, sat and waited at the gate for 45 minutes from 7pm-7:45pm. During this period there was no general announcement indicating any sort of delay. The only way we found out there was a delay was to approach one of the ground staff and ask, as did many other people. Instead of keeping passengers in the dark, it would be a courtesy to at least inform the passengers of a delay and the circumstances.

Saya komplain besar dengan staff check in skrg jam 2.30 siang di bagian T tujuan indonesia. KLIA2. Hari minggu 21 mei 17. Dengan ciri2 perempuan, muka berjerawat. Saya tanya nama, dia tidak jawab. Saya ucapkan terima kasih terakhir pun tidak tidak ada jawaban. Sungguh kok air asia ada staff spt itu. Di labelnya tulisan trainee
Staff check in nya sangat tidak ramah smp hampir kita bertengkar.
Berawal dr bagasi kita yg harus maksimal 32 kg sdgkan bagasi kita lebih 4 kg. Alhasil kita keluarkan bagasinya lagi. Stlh itu disampaikan jikalau kita harus letakan bagasi ini di oversize area. Terus terang karena sudah bolak balik dengan koper tersebut tidak pernah ada masalah. Karena itu kita juga bilang kok kmrn dtg tidak ada masalah. Mmg kita juga mengakui sempet kesel. Tp setahu saya namanya petugas hospitality harusnya bisa lebih ramah. Di tanya nama saja, dia jawab, untuk apa tanya nama! Itu jawaban tidak mengenakan... saya sudah check in saja dr bangkok, masih di tanya ini check in dimana? Dikarenakan saya sudah punya boarding pass dr bangkok untuk yg rute KL - YOG
Mohon pihak management bisa mengevaluasi karyawan seperti ini. Memalukan air asia.
Kita tidak bisa foto karna memang angkuh sekali. Cmn saya bisa sampaikan detailnya. Saya ingat mukanya