AirAsia
reviews and complaints

Hi,

I would like to make a complaint regarding the delay on the departure of the flight AK707 on 11.5.18 9.55am flight from Kuala Lumpur to Singapore. The captain make an announcement stated that there are lanes closure and caused long queue for the flight to be took off. The flight have not take off at 10.37am. Estimated delay around 1 hour which i supposed to reach singapore by the time of 11.10am.

Kindly review and improve your flight service as I always experience flight delay.

Thanks
Michelle

I tried 20 times to book a flight with you from bali to singapore and also to change a flight that I had booked.
I could not get through to change the flight so I tried to book another flight and after ten times of trying as I wanted to fly that day I bought another ticket with Scoot instead.
When I arrived at the airport I then got an email to say that my flight was actually booked through you and you charged me for this as I was checking in for a different flight to singapore.
I need the minimum of the refund for this flight that I did not use but am also annoyed as I tried to change the other flight but your telephone service for this makes it impossible to do.
MTKN2E
Booking date: 16 Mar 2018
FLIGHT DETAILS
Flight 1: Bali Singapore
QZ 506 Low Fare
Bali (DPS) Denpasar Ngurah Rai International Airport Sun 01 Apr 2018 1325 hrs (1:25PM)
Singapore (SIN) Changi Airport (T4) Sun 01 Apr 2018 1620 hrs (4:20PM)
flight not taken as it was not confirmed!

other flight that I booked instead.
TR289 19.10pm dempasar to singapore scoot, two ticket heidi buob taylor and marlon buob taylor.
Please respond to this, I have also tried contact you four times before this on the customer complaint form and the form crashes every time.
thanks

Heidi

I flew from UK to Malaysia and my first stop was Kuala Lumper on Emirates with a checked luggage allowance of 30KG. I was aware that Air Asia make extra revenue by selling extra luggage allowances for checked luggage and making people pay for social services such as disable services (wheelchair) on internal flights. My tour operator (Expedia) had advised me that my allowance was 20 KG. I had weighed my checked luggage at the hotel and it was just under 22KG. At the airport it was weighed as 25 KG! I was told to empty some content to reduce the wight. I did as I was told and had to throw away some items such as footware and cloths to reduce the wight on hand luggage as a conceqance as I had to accommodate what I had taken out from the checked luggage.
I was not aware at the time that I could have purchased extra allowance and I was not offered to do that. I am a 63 year old disable woman travelling alone and I had a very stressful experience as I was in such a state that I could not think straight. I could not understand how a bag that I had weighed as under 22KG was weighed as 25KG! Does your airline actually make extra money by making people pay for fictional weight when they are in a vulnerable situation?
Anyway the first call I made upon reaching Penang was to purchase extra baggage allowance. I will never fly AirAsia again.

I hope that you have sense to compensate my lose of items due to no fault of mine and for the stress I was put under.

I am not entitled apparently to a change in my booking as I made a booking for a flight and received no confirmation so I booked another flight
I checked my bank balance and I had been charged for 2 flights but only received one confirmation
When I rang they told me the email I had supplied was wrong
How can I know this only until I check my bank
They will not refund or credit or change my extra flight
I they have over $300 of my money which they will not refund

Dear Sir/Madame,

I was overcharged on your recent booking and I would like to receive the difference back or a full refund. I booked a flight on your website via skyscanner which was meant to cost £72 (3092.16 thai baht). I agreed to pay this and without realisation I was chanrged much much more on my card after the transaction went through. I was charged £103 in total (4429 thai baht) without my permission. I took away travel insurance, meals etc and only added luggage which I am certain does not cost £30. If you check sky scanner, the flight is still listed at that price.

Please let me know whether you'd like to refund my money in full or just the £30 which I was overcharged. Otherwise, I have already spoken with my bank and this transaction can be refunded back to me due to you lack of clarity on why you have charged me this.

This has happened today, 6th of May 2018 and my booking reference is JIV5HL. My name is Maja Jasicka and my email is [protected]@live.com

Thank you for you time, I hope we can resolve this swiftly.

We took the flight D7333 AIR ASIA X from Shanghai tu Kuala lampur on april 24th 2018 at 6 am (lay over to go to Bali next).
We had a really bad experience on the flight with the crew. First of all we entered in the plane and it was freezing cold, I have travelled all my life and never saw a plane this cold, when we asked for the blanket (which we had to pay to rent it) the POS on the plane did not work so we couldn't use our credit cards, we did not have cash and we froze to death the whole 5 hours and 30 mins of flight.
When I complaint about of the fact that the POS did not work, the hostess (the CHIEF hostess of that particular flight) has been VERY VERY RUDE, first she talked to me in a bad way saying it was their policies and everything, so I understand that it is a low cost and that you have to pay all the services but when I want to pay for a service and I cannot because your POS doesn't work, it is not my fault and for this they should have given us the blanket for free or AT LEAST higher the temperature. Which I was trying to explain, but after I complaint about the fact that she has been rude she came back to us saying that she was not rude and everything with a bad tone and talking to me like I was some kind of piece of [censored], so not only she woke us up to talk about something we did not care about and did not even want to hear but when my boyfriend asked her to go away she said that she would call the security.
So how dare she treat a customer in this way? We asked then to higher the temperature but they did not even DO THAT.
We travelled freezing and without the possibility to drink or eat. By the way, on the SAME flight back to Shanghai on the 5th of may 2018, the AC was completely off and we travelled without a problem and without even taking the blanket (which was btw sold out).
What a lame service and a lame customer care from the CREW of flight D7333 from shanghai to kuala lampur at 6 am on the 24th april 2018.
I hope she will get a BIG complaint because it is not the way of working! (and by the way, on the flight back a chinese man complained aswell about the cold yelling to the hostess and she did not dare to say anything other than talk to me properly... while my boyfriend for having said go away he had to be treated like crap.)
I am sorry but for me, you are far from being the best low cost company in the world.
Sadly I do not remember the name of the hostess in that flight but I am sure with the details I gave you, you will be able to let her know our disappointment (if she did not already got it on the plane).

Thank you,

Valentina Renzoni and Davide Di Stefano

On april 10- I wrote to air asia to reschedule my flight. Until now its not fixed, there are only emails with the complain no returned to me said its closed as no response from me. But the email with passport attachment was never answered. What happen to your support, air asia?
I tried live chat, it take hours for the no to move and I hv to quit as I hv work in between or wait until I fall asleep to wait.from 11pm to midnight.
No CS call center for malaysia? Seriously? Its where yr co first registered ! You are only serving your oversea customer?

Flight 171/01MAY COK to BKK

Passenger - P. Morizzo,
PNR: DJEPMV,
Seat: 14 A.

Before take off changed seat from 14A to 12A as Row 12 was empty with consent of a Flight Attendant as on 14A and 14B were a rather obese couple cornering me on 14A!

30 Min after T/O when already asleep, I was woken up by another Flight Attendant to be told that 12A-12C were crew seats?!
As a frequent user on this route I know that this is not correct and if they required it, it should have been blocked off before boarding.

To avoid a big argument I finally moved to 14D as my previous seat 14A was by now occupied by a sleeping lady.

As I was not willing to give up 12A without being given a reason the Flight Attendant informed me that was not allowed to change seats!
When I pointed out that I was in the same category of red seats she she rudely told me to go to another seat as the seats 12A to 12 C would be required to accommodate the pilot who was very tired!
I could not believe what I heard!

But some minutes later the cockpit door opened and the lady pilot was shown to these seats, lay down on them and SLEPT for 2 1/2 hours!

Then, when the 30 minutes announcement of arrival came over the pa, the lady pilot hurriedly got up and rushed to the cockpit!

Given the visible circumstances it can be safely assume that that for 2 1/2 hours this flight was piloted by one cockpit crew only over the bay of bengal!

This is highly unusual for a 2 man cockpit crew and represents a high risk situation!

She obviously was an operating crew as any supplementary crew would have just left the cockpit and sat on a vacant red set of which there were plenty such as 12BD, 14 DE and maybe others.

Also, if this pilot, after the bkk to cok was tired to her pretended extend she was definitely unfit for duty and should not have be sitting in the cockpit to take off from cok!

The thought of this kept me awake and alert during the whole time and some horrible remembrances crossed my mind such as the disaster caused by a German Wings Pilot flying in isolation in the cockpit or the scenery of an Air Asia flight from Indonesia that crashed when not even 2 pilots managed the sudden problems that happened.

Besides the flight attendant that was lying about the seating on the aircraft and was rude I consider the action of a cockpit crew member to sleep during the duty time on 3 passenger seats as a high security incident.

Best regards.

Peter Morizzo
Mail: [protected]@hotmail.com

OK524F JASON COLE dmk - pen 15:40 wed 2nd may
my company booked my ticket and I want to check in and change seats. on in select seat click my seat then new seat it didn't work, after about 4 log in s later I'm fed up. I require an aisle seat because I have a injured left leg and weight 120 kg. A middle seat is to restricted for my body and leg movement.
Please assist me to change my seat thank you . Regards, Jason. [protected]@yahoo.co.uk +[protected]

Last Monday I went to KL with my newly purchased suitcase. I hand carry it onboard. Upon my return to Kota Kinabalu I made arrangements to put them in d cargo as I did some shopping and needed an excess bagage service. Unfortunately when I reclaim my luggage upon arrival I found that one of its corner was badly broken together with d locking panel. I was so unhappy and also heard that this happen so often and I think its high time d company do something about it. My suitcase is still new and its is quite costly to get another one. Its not like clothes that one buys that often. I suggest that the company can make extra effort to stop this damages to d customers and perhaps d employees b responsible for their carelessness. Hope that this will not happen again. I have attached a video and a photo on d damage.

I just book the flight this morning
Booking number : ZKIF2V

Amount due: 399, 000 IDR

Depart KNO - KUL
QZ 128
Medan - Kualanamu (KNO)
Kualanamu Airport (KNO)
29 May 2018, 1230 PM (12:30 PM)
Kuala Lumpur (KUL)
Kuala Lumpur International Airport 2 (klia2) (KUL)
29 May 2018, 1430 PM (2:30 PM)

Guest 1 : KHAIDAR RAHMA HAKIM
Add-ons
KNO - KUL
No SSRs

Worst Customer Service of Any Airline!

We booked this flight with the intention of enjoying a previous positive customer service we experienced in February 15-19, 2015 travelling roundtrip Hong Kong-Phuket. However, Air Asia has not assisted in resolving our current booking reference one-way Kuala Lumpur to Danang. We will be in Kuala Lumpur during August 2018 just booked the flight from Kuala Lumpur to Danang, however, the destination has now been relocated to Johor Bahru. We requested a cancellation or reschedule or receive a full refund for the flight and rebook again via Air Asia. We originally approached Air Asia via phone with no response. We then contacted via the Live Chat on Air Asia website and the Customer Service Agent was not helpful and directly told us no refunds, cancellations and re-scheduling and the Agent promptly closed the chat module. One option was to just re-schedule the flight so it would be easier for us to still fly Air Asia but from Johor Bahru, but the Agent did not provide any assistance in this matter. We are left with a confusing and negative experience as this was not what we experienced when we flew Air Asia back in 2015. We are deeply disappointed with the lack of customer service response and resolve. We want a full refund as we tried to provide some options for Air Asia to help us so we can still utilize your services with no resolve. Their customer service is not to resolve but to create more headache for the customer. never ever fly with them and now we are in the hole for CDN $300.

Very terrible Airlines One should never use this Airlines so unprofessional behavior there license should be cancelled. They have very unprofessional attitude. We had two bookings CNTK7T - Ashish Srivastava
XIM57Y - AJAY SAXENA
The flight took off then had a technical issue and landed back Flight timings were 6 pm on 22 April 18 but flight was delayed later they had issues in plane people waiting from 4 pm onward are still waiting for the flight hungry. But these people had cancelled the booking and they are asking us to book new flight of 9-10 k our self they are not taking responsibility of there fault and are very rude with the customers. The are not at all corporating and passengers are left with no option now. They are so unprofessional they are not at all interested in find the solution. These airlines charges huge money from us and when its their own fault they step back taking no responsibility of there mistake. We are requesting they continously to set us in next flight as we have some medical emergency at our place in delhi and we have to reach delhi anyhow tonight but they have no empathy with the customer. This airlines should be banned they have no sense of being in a hospitality Industry. I will never choose this airlines again. I need my seats to be adjusted in next flight with the same price as its my right to claim these services. These headless chickens have no idea how to deal in certain situations especially when its there own mistake. I suggest everyone to never choose this airlines.

My partner and I flew with Air Asia from Cebu to Kuala Lumpur on the 7th of April booking ref: CLHG6Z. When we checked in online before the flight we encountered a technical issue and were unable to book any hold luggage, we clicked on the drop down menu below baggage to check in, there were two options available :

- no baggage to check in
- no baggage to check in

Please see pictures for reference. As we were unable to pay for luggage online we were forced to do so at the airport and had to pay significantly more - 4700 peso (£66) which I feel is extortionate considering we paid 120 ringgit (£21.80)for the same luggage on the flight out. I wish to receive a full refund for this payment as we incurred these costs due to no fault of our own.

Kind regards,

Cameron Adams

Request for reund of my booking number QMG96T due to GE14. After I'm receiving a call from airasia on 17 apr whether I want to proceed to change flight with pay extra rm700++ or fully refund. I was told the person that will get back to him after I discuss with my friend. Replying the email at night of 17 apr as I've decided to refund. Sending another email chaser on 18 apr for update, as usual no ones respond. On 19 apr, chatting with AA staff via live chat to request the team revert to me as soon as possible as I'm waiting for the credit refund to purchase another flight ticket. However, today was the 4th day and no 1 revert to me. I'm just wondering my case was handle by different people? And they won't revert back to me for any updates?

I have flight on 14 th april from chennai to Bhubaneswar at 8:30 in morning and i have booked my train ticket from Bhubaneswar to bokaro at 12:30 afternoon, but due to some problem from your side msg came flight time schedule changed from 8:30 to evening 7:30 now how i will change my train, i have to cancell the train and my schedule changed from 14 th april to 20 april due to only your problem, again i booked ticket from Bhubaneswar to bokaro at 11:00 night, and i changed the flight to 19:05 from chennai to Bhubaneswar, due to some reason my train tickt not confirmed now one day befor i have booked tatkal on the same train and same time now on the same date you are giving me msg that your flight got rescheduled to 22:30 then how i will catch my train my all money in train will wasted because of you [censor], if we are cancelling the ticket then you are giving us only 10 percent of the ticket fare you are putting charge, now if from you side it is cancelled then why we will suffer you have to give some compensations with full ticket fare, why we will suffer because of you pepole ...

Hi, I need to check on my status for case number [protected].
I have rescheduled my flight time due to General Election on 9 May 2018.
I have emailed the request for a flight change to customer support on 13th April 2018. Until today, I have yet to receive any response.
My booking number is UNZ8VZ and my flight is AK5106. Kindly update me on the case report.
Thank you.

Im really excited to fly with airasia tonight from kota bharu to kuala lumpur because the vietnam coffee from your airlines remind me to the place that ive been before. At the time your crew distribute the meals im already take out my money but your crew just pass by my row talking with her partner and ignore my call. Im understand if it is possible to happen but for me if your crew pay attention to the passenger that maybe will interested with your meals it could be better than just laughing and talking among them. Im really disappointed even im just pay for MYR81.00 for this seats & im deserve to get their attention since im also the passenger of this airline!

24F - AK6447 KBR-KUL
23.45pm

Sent from my iPhone

Good afternoon, I have a reservation JINYRY to Boracay: Manila-Boracay april 24 . However, due to Boracay closure I need to cancel my flight.

I reached out to the customer service via email and chat, but got same response, you need to wait. It is not clear what to wait for. The Island is closed, and it is official. So, due to the force major, according to the rules of law, the airline has to make a full refund of air fair.

Hi air asia my baggage was damaged during transportation from Senai JB to Busan. My booking number is ZKI8RI. The following is the detail of the flight;
i) Johor Bahru to Kuala Lumpur (Flight number: AK 6049)
15/4/2018-10:55pm-11:45pm
ii) Kuala Lumpur to Busan (Flight number: D7 518)
16/4/2018-1:45AM-9.00AM

I hope Air Asia can compensation to me due to my baggage still new (this is second times). And also my baggage only 13kg that is not heavy at all. So I believe that is human error during transportation. And please reply and give me the feedback as soon as possible cuz this sunday I will fly back to Malaysia already. Thank you.