AirAsia
reviews and complaints

I have to complain on the service of a staff who name haris. Which is handle checking on boarding station for ak 6308, 6.30 am. this guy service is super duper bad attitude at all.

We are waiting for boarding on j17 and suddenly we receive final call and it was changed to k4 gate. But we never received the changes inform. So we(4of my family members, include 50++age) run all the way, and reach the new boarding gate. When we talk softly and gentle complain to a girl staff, the guy (haris) is shouting to us, is air asia service like that? No sorry, no appreciate but shouting. It make me very disappointed to this kind of service.

Hope the top management can change those staff like this. The service make ppl disappointed.

Hi! My name is Corazon Melgar, with number [protected]. I mistakenly booked a flight bound Manila-Iloilo, instead of Manila-Tacloban. I only noticed it when I checked the itinerary. The flight will be on December 21, 2017 with booking number ENN5GK. Passengers are:
Lailani Martinez
Miraflor Fernandez
I already called your customer service hotline, but I know they have no solution to this aside from paying a big amount of money again. The money I paid for this transaction was very valuable for me. I hope for your kind consideration. I have flying with you ever since and I never had a problem. Please please reconsider this. Thank you.

I travelled from Guangzhou to Kuala Lumpur on the 10th August 2017. Two days prior I tried to log on my air asia account to purchase additional Kgs. I saw on my account that I had 40Kgs. I didn't buy any additional view the aystem was not allowing me to do so. I thought I was allowed 40 kgs. The system wouldn't let me buy additional luggage and consequently i went to the airport to learn that if i wanted to check my luggage i had to settle the enormous sum of 7, 680Cny in cash. The counter manager clearly told me when I asked him from where should i bring that enormous sum of money, "you see Madam" I mean why on earth is that so expensive? I wanted to know how much my suitcase weighed before buying my Kgs, so why the system showed that i has 40kgs and stopped my purchase for for my luggage? Ultimately seeing me all confused some black people approached me and told me they are affiliates of air asia and they can help me pass my luggage against a sum. Having no option i agreed. Nothing was done to help me and later i learnt they are frauds. They stole my jewellery and other expensive items from my suitcase at the airport. What I mean to say is that I am sure your system is designed to stop the purchase of additional luggage so you can claim enormous and unacceptable sums from travelers. I am also a businessperson but i would never claim exorbitant sums like this from anyone. I don't want to travel your airline again because only because of this I could have been jailed, looted or even killed by the black people. I also lost my 4 leather suitcases. it was a living nightmare for me and my husband. he is a diabetic person and i could feel the stress he encountered because of your fraudulent system. I wish to know whether there is room for refund in my case as i lost many valuable things in that issue

I have been trying to make the payment for my baggage for the whole day which includes calling the customer care 10 times and repeating the same thing over and over again. First of all, your website is showing some unnecessary error because of which my payment is not be accepted. second of all, your customer care executives are incompetent. I am flying in January and one of them actually told me go to the airport now and make the payment, mind you, the airport is 30 kms from my house it is not a joke. And even after spending the whole day doing this the payment has not been made. It was an extremely frustrating experience and i will never make this mistake of choosing air asia again!

Flight no. AK 5413
Date : 12th September 2017
Boarding Time 07:15am
Now 8:25am flight delay

I am asking a help when my friend late check in due to taxi tyre damage half way

At the same time flight also delay now

But this ms. Isawati (G.S Assistant) don't want to help and we start to ague (time around 7:20am)

The security guy is near to me, I heard that from the wakie talkie which is belong to security guy
That ms. Isawati (G.S Assistant) talk on wakie talkie to the person in charge at the up stair ( who in the other wakie talkie )KAWAN DIA KASAR SAMA SAYA JANGAN KASIH DIA KAWAN MASUK X2 😱😱😱😱😱😱😓😓😓😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡
I am very angry at this type of service, ask her why she do this, then she ask me go to complaint lah. My name is here isawati.

Hope you can take this seriously and hope see you soon again.

We we flying from Langkawi to KL flight no. AK 6319
We were seated in seats number 7A, 7B, 7C & 7D and we didn't find place for our luggage above our seats, we only found place above seats 15 & 16 so when we asked the flight attendant Azrhul to help us with this, he asked us to "deal with it" and that "it's not his problem"
He was quite rude and then he started laughing, mocking us. He didn't deal with the issue properly. This is extremely unprofessional and unacceptable

On returning home to Penang from a three week holiday to Australia (Flight 6114 KL to Penang Booking Number OHM3MS) on the 6th September 2017, the flight arrived one hour late. A young female member of Air Asia staff attended the aircraft with a pre-booked wheelchair to assist me.
Her initial attempt to push me failed. A male companion then pushed me up the ramp to the boarding desk and then left me stranded. My wife asked why I had been left abandoned and was informed they had no staff to push me.
After several minutes of arguing and being left sitting in my wheelchair, the female member of staff returned and finally pushed me to luggage collection. She was very courteous and obviously very embarrassed.
We had traveled to and across Australia using Thai Airways and Qantas, receiving free excellent wheelchair assistance. We had to pay four times to use your wheelchair 'service' which you were unable to provide. It is disgusting that you are making additional money from disabled passengers, charging for a service you are unable to provide. Please refund.

My booking reference - QGBNKF - seat numbers 6 D, E and F - 5th Aug 2017

1.  Our flight XT7527 supposed to depart at 11.25 am from Bali was delayed.
2.  I got a mail late night on 4th night around 11 am which we saw only in the morning of 5th after we had prepared ourselves to leave for airport.
3.  We reached the airport by 11 am as the rescheduled departure was 1.15 pm.
4.  While checking in, I had extra baggage of about 20 kgs. Since we had no cabin baggage except a small bag, I requested whether the extra can be adjusted against the 14 kgs we are eligible to carry (even after adjusting 7 kgs towards the one bag we had).
5.  The gentleman at the check in was very clear that he will not allow us to do that and suggested that we can split our baggage knowing well that we cannot do that.
6.  He insisted on us paying the extra baggage fare of 1, 638, 000 which we paid without a choice.  He said that the receipt will be sent to my mail id which I have not received till date. I dont even how much I was actually charged till now.
7.  The staff at the boarding gate could not even give us a clear idea of actual departure and we kept waiting till 1.20 pm to board.
8.  We were allowed to board at about 1.30 pm and since our seats were the ones across the baggage loading belt we could see our baggages getting loaded.
9.  Thats when I noticed that one of our baggage was not getting loaded and I checked my baggage tag to realise that I was given only 3 as against the 4 I had loaded.
10.  I rushed to the crew to check this and was confirmed that the staff missed to attach one tag but all my 4 bags are loaded. I was assured My baggages are loaded.
11.  While booking tickets I had specifically added 20 kg baggage per ticket plus lunch and I had requested for vegetarian.  Alas after the flight took off when food was served we were given non veg food. When we asked why, we were told that we should have informed ground staff before boarding.
12. Since we were hungry we had no choice but to buy some snacks and again the crew refused to accept credit card and I had to muster up whatever cash I had.
13.  On landing at Jakarta almost 3 hours behind scheduled landing, we had to feverishly wait for the fourth bag the tag of which was not give to us.
14.  Attached is the photograph of the condition of the bag how it came.  I have been traveling with this bag from Dubai to Chennai to Bali to Jakarta and nowhere I had this issue.
15.  While watching the bags getting loaded, I could clearly see how the bags were picked from the trolleys and thrown into the belt and this was not a big surprise.
16.  I had travelled widely - west, far east, gulf, africa and asia and never had faced this.  Again this was the bag on which I was asked to pay addl baggage fare of 1, 638, 000.
17.  Since we were already delayed, did not even have proper lunch and were hungry, I did not  bother to report it to the ground staff and left the airport as my pick up driver was waiting from the noon.
18.  We were on a 12 day trip to Indonesia and were moving from Bali to Puncak on that day.  Due to the delayed flight, we got stuck in the traffic jam and reached our hotel Palace hotel cipanas at 10.15 pm, that is 11.15 pm of the Bali time.
19.  I also need to highlight here that not a single staff apologized or even a courtesy feel of sorry about the delay - at the ticket counter or at the boarding gate. 

You can now imagine what we had to go thru because of Air Asia and the flight delay.  I lodged a complaint with Air Asia and was given the reference no - CAS-[protected]-DNFWB8 CRM:0001589 on 7th Aug.

Air Asia never reverted and my attempts to reach them were of no avail. Air Asia is definitely responsible for my bag damage and the agony we had to go thru because of the delay.

I expect Air Asia to refund me the cost of 1, 638, 000 extra baggage paid by me as minimum compensation for all these - delay, bag damage and what we had to face due to delay and for not issuing a receipt for the payment.

Please refer to booking PNR NO. GNED6N (2 Adults & 2 child) & KIHTYC(5 Adults & 1 child). Total 10 PAX. We have booked additional check in baggage aw.r.t. GNED6N on 30th Aug 2017 morning through Air Asia website. Unfortunately due to Air Asia Server error the payment was not success (not deducted in credit card also). Subsequently we have contacted Air Asia-Bang Kok office, over telephone w.r.t. PNR No. KIHTYC with the help of staff booked the check in baggage for 50 kgs & payment done by credit card. Evening when we reported Air Asia counter at Airport, we were told that there was pending payment of THB 1634 against GNED6N. In fact we were having check-in baggage of 23+14+8+11 = 56 kgs only against our pre-booked 75 kgs(for both PNRs), whereas for the AirAsia server error we were forced to pay as duplicate/repeated payment for 50 kgs. Moreover, the in-charge (Staff In-charge name : Panicha TAA 0588)on duty was not customer friendly, with bad attitude never wanted to look into the issue, but impolitely demanding the proof for server error which we experienced while doing pre-booking of check in baggage. Kindly look into the matter, as there is no justification from Air Asia for making the passenger to pay for second time, for the Air Asia server error. In fact, the counter staff knew very well that we were having only 56 kgs as check in against the pre booked 75 kgs and the staff could have cancelled the pending payment(caused due to server error), but never paid attention to do so. Still we could not understand & digest, If the actual check-in baggage is far less(56 kgs) than the pre-booked (75 kgs), what is the logic for forcing the passenger to pay the false pending amount which surfaced up due to Air Asia server error. Hope the issue would be looked into by Air Asia with the interest of the guests who wish to travel frequently by Air Asia. Please advise us the way to get back the amount against the subjected issue of false/duplicate payment . If you need any further clarification from our side, please write back. Thanks & Regards.

The following is the request I have made and after exceed the 14 working days that you mentioned, I followed up again on 29 August as it does not get updated. Please kindly explain what is happening. I need an IMMEDIATE response.

Timestamp : 6/27/2017 23:57:57
Customer First Name : Thinn Thinn
Customer Last Name : Myat
BIG Email ID : [protected]@gmail.com
AirAsia BIG member ID : [protected]
I want to: : [D] Request for AirAsia BIG Points Claim / Dispute
Type of Claim / Dispute : [CF] AirAsia BIG Points Claim/Dispute for AirAsia
AirAsia Booking No. (PNR#) : DK6DVZ
Departure Date : 6/21/2017
Are you the passenger of this flight? : Yes
Is your flight departure date more than 5 days from today? : Yes
Is your flight departure date less than 180 days from today? : Yes
Once you have submitted your request, we will process it within 14 working days and you may login to your AirAsia BIG Portal to check for the latest updates after 14 working days. :, I understand that any transaction over 180 days' term or any other period as stipulated by AirAsia will not be entertained, and the claim/dispute will be rejected.

Re : Air Asia Flight D7220 on 13th July 2017 @10:00
Leong Kooi Lean
Seeking Compensation for Lost/Misplaced Luggage

On the date aforementioned, I and my travelling partner, Md Cheong Sher Yein, checked in our luggage at the Air Asia check-in counter at KLIA2 for our flight to Sydney. Each of us had purchased an additional 20kg for our check-in luggage.
Unforunately, Mdm Cheong Sher Yein misplaced/lost her passport at the airport and was denied boarding.
Upon reaching Sydney Airport, I could not find my luggage at the Luggage Retrieving Bay. The airport staffs helped to search for my luggage but to no avail. After much frantic search, I gave up hope of finding my luggage there and was forced to spend about AUD300 buying a new luggage bag, new clothings including thermal and winter clothings as it was very cold in Sydney and other necessities.
Upon returning on 18th July, I went to your office in KLIA2 to check. I was taken to the Lost & Found storage room and was able to identify my lost luggage there. Upon scrutinizing, I found that the check-in tag on my luggage was not in my name but in that of my travelling partner with the following information on the tag:-
Cheong Sher Yein
PNR No : 1N4UXA
SYD [protected]
SEQ 371 FLT No: D7220

From here things become clear why my luggage did not arrive in Sydney. Your staff at the check-in counter must have erroneously checked-in my luggage in the name of my friend and together with the unfortunate incident where my friend lost/misplaced her passport and was thus denied boarding, my luggage was also taken out from the flight as the record must have shown it belongs to my friend after being erroneously checked-in under her name.

I am now writing to your good office to seek compensation/reimbursement for the unnecessary extra spending incurred, the inconvenience caused to my other travelling partners while waiting for me to sort things out at the airport and the time wasted hunting for my luggage.

I will be looking forward to hear a favorable reply from your good office soon with regard to my claim.

Thank you and good day.

Leong Kooi Lean
email: [protected]@gmail.com

Good morning,

just a short summary of my experience with Airasia in the last months:
- On April the flight AK 6316 from Langkawi to Kuala Lumpur has been delayed more than one hour.
- On 12h of June the flight AK 861 from Krabi to Kuala Lumpur has been delayed more than one hour.
- On 13th of August the flight AK 6441 from Kota Bharu to Kuala Lumpur has been rescheduled 3 times before been canceled.
I had to purchase another ticket from another company, bearing the entire cost.
I applied for he refund of this flight weeks ago. Still no answer from Airasia. In fact on the Airasia site the refund case number into the "refund case information" tab nothing appear.
- On 22nd of August the flight AK 6227 from Kuala Terengganu to Kuala Lumpur has been delayed more than one hour.
- Now on my new booking from Kuala Lumpur to Mandalay with flyover in Bangkok on the 21th of September the schedule of the flight has been unilateraly moved from making impossible for me to reach the airport with the public transport.

Basically out of 5 trips I had 5 malfunctions. 100%.

I'm really dissaisfied of the AirAsia service.

I'm waiting for a response from you.

Till then I will never book a flight again with your company.

Michele Ceroni

I had travelled with little daughter which I had paid both with the same fare even I had selected children for my little dauhter. When I had lined up before boarding from Sandakan Airport to Kuala Lumpur with the flight details AK5193 with booking number IRTQMR, one of the ground handler staff by the name of MOHD HASMIN BIN ASTAN STAFF ID MAA4874 approached me wity very rude manner and claim that I only can bring 1 bag only. I try to explain why only 1 bag and when I came in with KLIA2 on 31st August 17 with the same amount of bags nobody stop me with anything. I told him how much I need to pay and he immediately told me about 200 ringgit without see the weight of my luggage. What happened to my little daughter which paid with the same amount of money.. why cannot consider. DONT DISCREMINATION OR THINK THAT I GOT NO MONEY... I demanded for an apology letter from air asia with the action taken to the staff who unprofessional handle the customer before boarding. This is truly unacceptable and I also working with hospitality and know very well about customer expectations. Please email to me at [protected]@gmail.com

My wife, daughter and I had bookings to Krabi on AK 868 on Wed, 21 December 2016 and returning on AK 861 on Saturday, December 24, 2016. As my daughter lost her passport, we wrote to Airasia on December 15, 2016, asking on compassionate grounds that they cancel our bookings and refund our payment. A copy of the police report on the loss was also provided to Airasia. Airasia only replied on December 23, 2016 saying that no refund is possible but that we could however modify our booking 48 hours before the flight! This is completely worthless information given to us 8 days after our appeal and 72 hours after our flight date. We have sent several reminders to Airasia on this matter but they have just refused or neglected to reply. The case number is Case No: CAS-[protected]-PWYHM3 CRM:0203593.Countless reminders have elicted no replies from the company

Passengers name : Kalaivani Kallimuthu
Flight : D7 213
Date: Mon 04 Sep 2017 12:10AM
Destination : Melbourne (Tullamarina) to Kuala Lumpur
email address : [protected]@gmail.com
phone number : [protected]

I was going back from a flight from Melbourne to Kuala lumpur. I had requested for wheel chair assistance as I have ankle injury. My flight was scheduled at 12.10am. After checking in, the attendant asked me to wait at the counter. At 11.30pm, I was still not given a wheel chair assistance. There was a lady who was also waiting with me for wheel chair. A lady from Air Asia instructed her to walk by her self as there were no one to push the wheel chair. I told the lady I can't walk long distance as I have sprained my ankle. She was angry and started shouting at her co - worker saying she has a lot of work to do. And then she dashed to me and started checking my bags and said for wheel chair there is no hand carry allowed as they cant carry the bag. I have been traveling all this while in wheel chair and hand carry and never had issues. And then she weighed my handbag and the hand carry and said it should be only 7 kg (together with handbag) and made me to pay an fine of 138 Dollar. This is just because I refused to walk and asked for assistance. She also shouted at me. I am a Malaysian and I always salute the customers service given to me but this is the first time I encountered a horrible experience with a Air Asia worker? What happened to the ethical customer service practices? I was forced to pay 138 dollar, and the worker threated me that she will leave my hand carry behind. She sounded very racist! I am very sure that the Ceo is way humble than this worker. I would like an action taken on this rude attendant or please give me the contact details of Dato Tony.

Hello Management,

We will be having our first vacation in Boracay with family, for it to be more convenient, we booked the flight through online (Ref# TGISY). Booking schedule is January 12, 2018, will depart and arrive in 9:55AM to 11:05AM, respectively. Right after details have been fulfilled, I took video and screenshot of the booking information (just to make sure to have enough proofs if something went wrong) before proceeding to the next step. A total of almost 50k for 9 persons was paid in SM Molino Branch. A confirmation status was sent in my email, and was in shock because the details of scheduled time was changed into 8:05PM to 9:10PM, which was different from what was initially booked. On that day, I filed a complain using their e-form providing the necessary attachments, and called the customer service on the next day (follow up thrice a week was done consistently).
After almost 3 weeks of follow-up, finally got a response from them via email. The content stated that upon investigation they found out "No System Glitch" during the creation of the booking, so much disappointment on their validation despite of the proofs attached, how come they are not valid, do you really considered those?! This is really stressing me out because I have 3 nephews who will suffer for that PM schedule. Another payment for managing the flight worth 20k is driving me crazy, the fault is not in our part, I assure you for that, I have proofs.

Can somebody who cares explain to me what is really happening? Are the complaints reach and read by the management? We highly need your assistance on this matter. Please email me at [protected]@yahoo.com.

I went to weight and check my bags. When I eas rudely screamed and yelled at by female employee by the name ananda ailsa. She
claimed I threw my luggages on weight scale when I explained that my luggages was heavy and I needed help.
I use all my strength to pick up luggage and put on scale but she ignored my need for help and loudly yelled screaming at me making threats and speaking in a language I did not understand. So I calmly asked for her supervisor but she refused. So when I kept asking for the supervisor she finally went to get him. Once he arrived he begun speaking to her in a language I did not understand, so what ever she said to him he begin disrespecting me and yelling. He started eye balling me angryly meanly and tried to intimidate me for simply asking why is the lady so angry with me giving me a difficult time.. I begin to notice they were w team or secret lovers because everytime I explained the lady was rude he got more angry. So I asked his name but he refused and so I asked her name but she refused and hid her idenification card. He than started hiding his idenification card. Yelling and screaming and being rude nasty to me making evil suggestions about my country. I finally got the lady name and supervisor name because someone notice and took his pic. He than forced tge person to delete the picture and told we must ask him and her in indonesian languag. But I already noticed his identification card and he finally given me the card. His name was yohanes nym sudarsana.
He was a christian giving me trouble because I was a foreigner from usa.
The guy hate foreigners but works in airport... Very strange and quite frightening.

Hi. I am Jimmy. I on board Airasia from Penang to Kuching on 1 Sept 2017.
My booking number is TH56QI.
My flight number is AK5432.
When I went to collect my luggage, it was broken. Attached to you are the images of my broken luggage.
What am I supposed to do?
Please help!
I frequently fly with airasia.
My contact number is [protected]
My email address is [protected]@gmail.com

I shivanshi jaiswal boarded in a flight 15 536 from Bhubneshwer to Kolkata on 31st Aug, 2017 and at the time of taking boarding pass the attendant asked me to pay Rs 100 for window seat which I paid but didn't got back the service for that Rs 100. As I returned from bhubneshwer to Kolkata in seat No. 27F which was not a window seat.

Flight no. 15 536
Booking no. - AKDT9G
Payment Receipt number - 7884
Booking ID - NF7269100700695

from this complain I being a unsatisfied costumer want an answer why to be over promising if you cant deliver it.

kindly revert me on [protected]@gmail.com

Dear Airasia management team,

I would like to lodge a complaint against your Ground Operation staff by the name of Chin Shi Rou (MAA 13463 ).

On 1/8/2017 at 6am, my family and I was queing to check in our item at Airasia counter at Penang International Airport. My 3 years son had diarrhea and he had poop on the floor. My husband had to bring him to the toilet to clean him up. I alone have to take care of my 2 years old toddler in the baby stroller, 2 luggage bags, and 1 medium sized box. The poo smell is unpleasant to nearby customers. My immediate action was approaching for the nearest staff to call the cleaner to clean the floor. The person that I approached was your so-called Ground Operation staff Chin Shi Rou. I showed to her the poo on the floor and asked "can you please call the cleaner to come and clean up the poo?" When she sees the poo, with her disgusted reaction, she responded by telling me "sorry, this is not my job, we are from airline, not MBPP" and walked away.
So? What am I going to do now? I can't go anywhere, I have to take care of my luggages and my kid. I know I shouldn't leave the poo there, again I approached her to ask what shall I do then, at least something is done. She replied by saying "you have to go to the information counter to tell them by yourself". In my heart, is she blind? Can't she sees I'm alone with my kid in stroller, 2 luggages, and a box? I have to stay on to queue for checking in..
I'm worried someone stepped on the poo and I keep reminding your customers who are queuing to be careful not to step on the poo..
At last I saw a Malay staff passing by(not AirAsia staff), I approached her to ask if she can help to call the cleaner to come and clean the poo, her immediate response was "ok". After 1 minutes, I saw that staff again, again I checked with her to see if she has called someone to clean the poo, her response was "yes".

I'm working in a private hospital and I'm from training department. I know customers comfort and satisfaction is our utmost priority
The behaviour of your Ground Operation staff needs to be counselled.
Therefore, I asked for her name and staff number, I told her I will lodge a complaint. From there, we started to have arguments. My husband took a picture of hers(for the purpose of sending it to management). She started asking for our name and told us that we cannot go on board, saying we have no manners(Wow!).
Another male staff came, by the name of Yukeswaran(MAA 12992), after he listened to my explanation, he asked me what do I want to do now, I said all I want is your staff to apologise. Yukeswaran asked if she is willingly to apologise (for twice!) but she refused. Yukeswaran apologised on her behalf but I do not accept it.

Now, I want to compliment your staff Yukeswaran, he handled the situation well and he is able to bring down customer's anger which is a valuable asset in your company. Please inform him regarding this because this can be a motivation for him to work and give greater services to your Airasia customers.
Regarding Chin Shi Rou, please teach her how to solve the ground's problem when she is put to work at ground operations. Very easy, if she is busy, cannot leave that area, she can always go to the nearest counter to ask her colleague to make a phone call or whatsoever means of communication with the airport staff to mop the floor.
I would like to receive a reply email from management to inform me regarding the action taken against Chin Shi Rou.
My email add:
sooeng.[protected]@parkwaypantai. com