AirAsia
reviews and complaints

Date of the incident: 11 August 2018.
Booking no. : ISGQ9X
Incident description:
I purchase direct flight from Jakarta to Manila, however, Air Asia change the route to JKT - KL - MNL. at the counter i purchase the baggage, they charged 2x airport baggage. I made a complaint but was inform that I did not purchase baggage at the beginning. The reason i did not purchase it at the beginning is because I have no plan of having any baggage and if needed, then I will easily purchase it at the counter, anyway it is one trip from JKT direct to Manila. Air Asia is the one who changed the route, which caused me have to buy 2 times baggage.

I believe Air Asia is one of the reputable company for its value to care and provide highest quality to their customers. So I am looking forward for any solution for this matter. thank you.

a 78 year old woman only wanted to go back home and bury her 99 year old mother. Air Asia took her money.

i am sending this to anyone because customer service is only giving generic answers instead of reading

I do not accept your offer. I talked with your agent who assured me AirAsia would make things right but you have not.

a simple summary is that Victoria who is 78 years old only wanted to return home to the Philippines to stay and to be with her ailing mother who was 99. she booked an international flight with CheapOair and her domestic Philippine flight with Air Asia. after she booked the flight her mother DIED. since it was a weekend we called CheapOair and their customer service simply rebooked the flight so she could return to Philippines and bury her mother. then we called AirAsia and found no customer service available on the weekend. left with no choice but to buy yet another ticket we did so and then contacted you once your customer service reopened. your agent said AirAsia would make things right but that I had to submit two different emails because there were two flights involved but no worries. instead you dismissed the second one even though you did not see that I listed it as a continuation and you want to give her only a credit when she's never going to fly again? she did not cancel, she rebooked still using your service by buying another ticket since you were not open to do so yourself. your agent said it would be returned to our card.

please make things right!

Ed Standish

case numbers

[protected]

[protected]

I'm travelling from Kuala Lumpur to Brunei on 20th July 2018, only 2 hours direct flight, Airasia misplace my baggage and tell me unable to retrieve from their system due to coding generate does not exist, what the [censored] is airasia trying to tell? meaning the baggage tag printed and attached to our baggage is faked and only for display. the worst thing is airasia use this stupid excuse to refuse to make any compensate for all my personal lost even mistake happen from their system.
What is premium flex, what is the reason to buy airasia insurance, at the end, Airasia will tell you "Nil compensate will make due to baggage tag coding does no exist" extremely good reason!

Whoever use airasia please becareful with their stupid system printed baggage tag and idiot management.

Dear Sirs,

Firstly the flight D7 504 was delayed due to technical issues and as a result the flight which was supposed to depart at 0750 on 13th Aug 2018, only commenced boarding at 0830 hours and by then the ATC did not clear the aircraft due to Singapore airspace congestion (as announced by Capt.) The flight finally took off at about 0930 hours.

We were travelling in a group of 10 and we were very hungry due to the delay and were looking forward for the pre-booked meals. Little did we know that the Non Veg meal was only spagetti. I tried to reason out the flight steward that we (4 of us) dont take spaghetti. He called up the purser, one Mr Sam Tan (Staff ID: 1003873). When I was reasoning it out to him, he shouted back loudly, "I DONT CARE ABOUT YOU AS IT IS COMPLIMENTARY". He continued to show funny faces, laughing away at his accomplishment, each time he passed by in a manner to be little me.

Me and my family were put to great shame as all passengers around us were looking at us as though we had committed a great crime. We were sitted in row 20H, J, Land L whereas our friends were in 20 A, B, C and 21 A and B.

If our friends sitted on the port side, coppied herein could hear the insult by Mr Sam Tan, he was very loud.

There was no necessity for Mr Sam to embarrass us infront of all those passengers. Post this drama, we lost all our hunger and we just purchased additional food for our children and we stayed hungry throughout the flight which finally landed at 1640 hours.

Sirs, I have been travelling on Air Asia since the inception of the Company without any issues and have always been tolerant at times of undue delays etc. However, Mr Sam exhibited intolerable attitude and put passengers to shame.

Being in the service industry he should be trained to be courteous to passengers who have made the airline the best low cost carrier 10 years in a row and running. Its useless for him as the leader of the cabin crew wearing to 10 years badge and humiliating us badly.

Honestly, I couldn't sleep the whole night through and the only reason for this email is due to Air Asia's question "Capt Mohana Das, how was your flight".

Hopefully our return flight on 17th Aug on D7 505 would be pleasant one.

I trust this issue will be handled by the excellent HR.

Kind Regards

Capt Mohana Das
Managing Director,
AMD Marine Services (M) Sdn Bhd
+[protected]

Date of incident: 8-July-2018

Flight from: Johor Bahru to Kota Kinabalu

Flight number: AK5304

Name of passenger: Julius & Elmy

Property irregularity report no.: CBTBKI18A01115

Details of damage & claim: Baggage received in damaged condition - there's a major crush on the body of the Samsonite suit case (66cm hard shell spinner type) which revealed the inner contents. Samsonite suit case is no longer usable.

Status: Have logged a job ticket via Air Asia online on 12-July-2018 (case ref. #0478084) requesting compensation of equivalent replacement value for the damage caused. Followed up on my job ticket on 8-August-2018 given no response received from Air Asia. Finally received a response from Air Asia on 10-August-2018 requesting further details to which we provided. Last email correspondence with Air Asia is them advising us that they can only compensate MYR 100 and nothing more. Despite having provided Air Asia with original proof of purchase showing price tag of AUD 449.00! A gross shortfall in terms of compensation!

I reached the airport before one hour of departure time but by the time i reached the counter, it was closed and I got no co-operation from the staffs. It was my first and really bad experiance with air asia. Lost my time and my money. I would strictly want a refund of my money and i shall consider using airasia's services in future. (Booking no. -CQV24A )

Hello Air AsiA..any update on the case I reported regarding one of your RUDE cabin crew named Sam. My case referral number is [protected].

Please take disciplinary action to Cabin Crew name SAM. A tall Chinese man. Flight AK6314 from Kuala Lumpur to Pulau Langkawi.

I was seated at seat 25A. I seek for his assistance to placed my luggage up at the compartment above since my hands are already full holding my handbag.But he refused..Instead of assisting, he arrogantly ASKED ME TO PUT MY LUGGAGE UP MYSELF reason being ITS YOUR LUGGAGE! I was quite surprised since i was in need of his help..a cabin crew who were supposed to help a guest when required.

It's not that i intentionally bullying him or what not..i was merely seeking for his assistance since i was carrying my handbeg on the other hand and could not reach to the compartment above me.

Upon persistent request, he took my luggage and HEMPAS my bag in the compartment to show a sign of DISSATISFACTION when helping me, a passenger on the flight.

Later, i asked for his name and he again arrogantly answer SAM.I said ok.Then he called me he said..IF YOU WANT TO COMPLAINT YOU CAN COMPLAINT TO ME BECAUSE IT'S NOT MY DUTY TO CARRY YOUR LUGGAGE. Whatt!?

I didn't asked him to carry my luggage.I just asked him to assist me to put my luggage in the compartment above. Where is the hospitality? Where is the friendliness? Where is the warmth that your cabin crew should have?

For all i know all cabin crew must have a criteria of being very HELPFUL, friendly and full with hospitality warmth that makes every flight is a special one.But my experience dealing with your cabin crew name SAM was really an eye opener because he was so very rude and arrogant. I could not believe how Air Asia could have employed A VERY RUDE PERSON TO BE YOUR CABIN CREW!

Sam's action towards me was a clear indicator that there were NO VALUES CARRIED by your cabin crew to me, your flight guest as:

*Caring*

Sam was not warm and friendly to me. He didn't take any pleasure in caring for me..a guest in ur flight let alone to make me feel at home.

*Passionate*

Sam was not being very passionate to serve me..your guest..that was why he REFUSED to help me in putting my luggage in the compartment above.
But Sam did change me and my view of ur airlines that AIR ASIA EMPLOYED A VERY RUDE AND ARROGANT perosnnel to serve your guests.

*Full of integrity*

Nope..no integrity in Sam's attitude. He can just simply IGNORE A REQUEST FROM A GUEST WHO ARE IN NEED OF HIS HELP before take off.

*Fun*

No fun to be on board ur flights if u employed ppl like Sam to be your cabin crew. The whole flight was ruin and WAS NOT AN ENJOYABLE ONE. SAM'S RUDE AND ARROGANT ACTION when refusing my plea for help is very DAMAGING TO YOUR REPUTATION BEING A VERY REPUTABLE AIRLINE.

I wish to have a proper and immediate reply from your side.I do believe your respective Airlines VALUES YOUR CUSTOMERS AND CLIENTS who are your guests and as such proper action will be taken against SAM accorddingly. Please do not hesitate to call me. I will be more than glad to a answer you so that NONE OF YOUR GUESTS WILL HAVE TO DEAL WITH SAM'S ARROGANT AND RUDE ATTITUDE. Thank You.

Hi Sirs, I like to file a complaint on a 3-hour flight delay on my premium flex flight from Kuala Lumpur to Jakarta on 12 August 2018 (Sunday). My booking reference number is PK1VJL (total 4 persons under this booking, all 4 persons all under Premium Flex)

Our flight from Kuala Lumpur was delayed by at least 3 hours (from original departure time of 5.30pm to eventual final take off time of 8.30pm).

Under premium flex, there is 1-hour on time arrival guarantee .. please refer to the booking confirmation and the boarding passes for 3 of us (sorry that one of us left the boarding pass in plane).

I also like to complain on this staff whom is irresponsible by saying this was AirAsia Indonesia problem not his problem .. other passengers also told him he represented AirAsia as a group and as an AirAsia brand ambassador .. he refused to give any meal vouchers Nor take any initiative to help passengers .. kept brushing aside that's not his problem .. anything all passengers to talk to AirAsia Indonesia upon arrival.. please refer to photos on his attitudes

I am an AirAsia BIG member (Gold) .. and I brought my bosses to be on business trip buying Premium Flex .. we supposedly to have a business dinner in Jakarta last night .. but all ruined because of the flight delay, extremely tired, and ill-treated by your staff (as shown in photos .. he pointed fingers at other passengers and told passengers off not his problems .. my bosses are extremely unhappy and totally unacceptable with these service standards (AirAsia not obligating to the Premium Flex's promise of 1-hour on time arrival, poor service recovery when there was a flight delay, and lastly bad attitude demonstrated by AirAsia staff).

1) flight booking jshtqk for flight from johor bahru to kuching &return for 2 adults cost sgd 262.98 was canceled due to duplicate booking.

2) refer [protected]-cancelled flight and request for refund was lodged

3) refer 00df2wjh_5007fvku 0n 10 june - offer on line credit account to fly another time within 90 days.

4) on 11 june 2018, I replied the offer and condition stipulated was not acceptable as I have nowhere to fly within 90 days.

5) on 27 june 2018 air asia requested me to provide air asia 10 digit big member id and I re[lied and acted accordingly.

6) on 12 july 2018 airasia replied that credit request was successful and credited 498 big point into my big member id account.

7) I tried to book the same flight from johor bahru to kuching using the offered big point, the reply was that 498 point not ever sufficient to book a single trip from johor bahru to kuching.

8) I wrote many emails to air asia customer support about the offered 498 point was not acceptable and I requested full refund of sgd 262.98 and since then air asia had been dead. totally have receive no response from them. I was under the impression that air asia was not a trustworthy company.

9) I sincerely hope that you will do something to make air asia to respond to me and refund me the sgd 262.98 accordingly.

Thank you

My contact : email : [protected]@singnet.com. sg

Mobile no +[protected]

Dennis ting huong ung

I booked a flight from hcm to kuala lumpur today at 1240 (flight AK529)for two and its operated by Airasia Berhad Msia. I understand the rules and regulations. The gate that I should wait was gate 19 but i got totally confused and waited at gate 16. Yes there was announcement before. But the only announcement that calling for our names was a minute before 1240. A MINUTE BEFORE. And i run from gate 16 to 19 and take about 2 minute which is i arrived at the gate at 1241! And your staff wont let me in! You let a woman before us in but not us two?!. And your crew wasted 10 minute to take our baggage out. Which it was easier and faster if you let us in! And the flight departed at 1250! What a joke.! AND I STILL STANDING INFRONT OF THE GATE. I need an explanation and refund.Because i was there and the plane wasnt even moving. And you dont let us in.

I already get my boarding pass print at counter and manage to reach boarding area, due to I was diarrhea and was in the toilet .When I get out from toilet still have more than 12minutes time before flight departure . The crew closed the gate said already reaching time boarding, even though I still have more than 10minutes.
The crew never announced my name even I have checked in .
End up I need to spend for another flight .
This is ridiculous and irresponsible act from AirAsia. I would like to full claim back from my time wastage and business hours for waiting.

From Lee Sy Hong

Just got through customs/immigration PEN airport.

Just to let you know that the process of queuing for the machine for boarding pass and then getting into a different queue for bag drop off could be better managed.

Maybe consideration in putting the boarding pass machine at the bag drop off area?

Also my wife needed to get her details verified and only if one is familiar with the indications on the boarding card, will they know to go to a third queue to do so.

Thank you.

We came from KL to Langkawi with almost 87 kg, when we are going back to KL, we had the same badges, no additional weight. We used the scale in the airport to check our bags weight, it was ok. But when we used the airlines weighing scale, it was 6 kg extra.
Your airlines weighing scale is not accurate & you put all of us under unjustified stress.

This is a very bad reputation for your company.

Dear Sir/Ma'am,
My name is Shubham Raj Singh . In last two weeks, i have travelled with Air Asia for three times, and this is about my 2nd flight journey from BLR to JAI on Aug 3 '2018 .
Booking number - ZLR32F ; Flight - I5-1728 ; Friday, Aug 3 at 4:30 PM

Complaint is as follows :

It was my birthday on 4th August and i had planned to celebrate it with my friends in Rajasthan. I had a ticket booked with Air Asia (details mentioned above) . I woke up in the morning of 3rd August at 9:00 AM to get the message that my flight has been changed and the new flight will depart at 20:45 on the same day (which implied that Air Asia wanted me to celebrate my birthday with them in the air) .
I called your customer care executive and requested to book me with some other flight. She was little harsh in conversation and after multiple request she booked me with another flight which departed at 13:00 hours and took almost 4 hours to land at JAI . It was a terrible experience for me. I had to purchase food in the flight which wasted almost 500 bucks, plus because of the short notice, i was bound to take a cab from my place to the airport which wasted another 900 bucks ! to sum up, AIR ASIA RUINED MY HOLIDAY PLAN AND AIR ASIA DOES NOT CARE ABOUT IT .

Last but not the least, I promise you that I won't take any air asia flight in the near future, because you simply don't care about your customer and their grievances !
This was very unprofessional and unexpected from an Airline like yours !

Thank you,
An unsatisfied Customer.

My details :
Shubham Raj Singh (+91-[protected])
[protected]@gmail.com

06/08/2018: Online check-in for flight from Penang-Singapore, a round trip flight. The system auto-assigned me and my daughter in 2 seats which are not sit together. My daughter is a 4years old kid. Made an inquiry to support team through 24/7 chat. The agent told me it is expected to have seat separated if auto assigned. The agent said it is possible to change but has to pay. I further asked isn't have to make sure kids below 12 have to sit beside guardian? The agent reply yes but the system did not do that and has to pay if wanted to change seat. The agent said he/she couldn't do anything due to the procedure.

Sir,
My family was travelling from Jaipur to Hyderabad by your flight number I5-1543 time 11:45 am Dated 20.07.18, But the flight was delayed by 5 hrs due to some technical reason as given by your office, and the concerning authority did not arrange alternative flight or hotel to stay there. My scheduled programme was missed and put in big loss.
To catch the schedule flight we travelled whole night from kota to jaipur. We pay such high amount 16, 072/- for only four members (2 Adult+ 2 Children) . And on the given revised schedule of flight we have other cheap option available at time of booking. By this faulty service we really feel cheated.
For all this, we expect some compensation and relief from you to recognized and maintain such big name in hospitality and service.
Thanking you
Surendra Prakash Gupta
Mob:[protected]

Our booking number was PUP5VX.

We flew internationally from Seoul to KL and then domestically from KL to Khota Baru and return. Because the technology is available, we usually choose to check-in with the machines at the airport or online for convenience. We have had no problems doing so with other airlines in the past. During our journey we found that there was a lot of inconsistency with both the Airasia website and the machines at the airport to check-in. So much that we got all the blame, missed our flight and ended up paying close to US$900 for new tickets, forfeiting paid accommodation, replacing tickets for all our onward travel arrangements and missing a day of work, with absolutely no compensation or even an apology from Airasia.

Let me elaborate the inconsistencies of Airasia's check-in system:

1) Flight Seoul to KL D7509 :
Checked-in at the machine at the airport 3 hours before our flight - couldn't retrieve information. Tried again 2 hours before the time - couldn't retrieve information. So, we went to the counter, waited in a long line and they checked us in personally - there was no problem. They told us to hurry because the gates closed in 20 minutes. Immigration wouldn't let us have preference because they believed we would get to the gate on time. We did! Happy!

2)Flight KL to KB AK6432:
We tried to check-in 90 minutes before our flight using the machine at the airport - it couldn't retrieve information, so we went to the desk, waited and they checked us in with no problem. Happy!

3) Flight KB to KL:
Checked-in 3 hours before the time with the machine at the airport and it worked perfectly fine. Maybe their technology wasn't so bad after all. Happy!

4) Flight KL to Seoul D7 504:
The horror! We thought we would try to check-in on the website this time around because of our previous success at KB airport (I was foolish to have thought this). Our flight was at 07h50. Confident it would work, I tried to check-in 6.30am but the sight pended so I waited, refreshed and tried again at 6.40 am but the same thing happened. (Internet connection was fine by the way.) By then, I panicked and we stuffed our things into our bags then ran all the way as fast as we could! We arrived at the airport at 07h10, 40 minutes before the flight, tried the check-in machine and it couldn't help us. No surprise there! We asked for assistance and was directed to one counter after the other, wasting so much time to eventually be told that check-in closed one hour before the flight so they couldn't help us. Just like that! Customers who were late (by equally as much time) for different flights had been allowed to check-in but we were told to miss the flight and change the flight for a "small" fee. May I add that we had NO CHECK IN LUGGAGE, just a backpack and were very capable of running some more. After being declined, I had a mild panic attack because I was about to miss out on a day of work if I didn't catch this flight and the guy at customer service couldn't even consolidate me that they would offer a solution.

We had 15 minutes before the gates closed. I feel that an exception should have been made since we were paying customers who fell behind because (1) the online system was useless and (2) we genuinely tried to be there as soon as possible after realising the site had failed us. Had this been a different airline, they would have made an exception - checked us in and ushered us through immigration and customs making SURE that we made our flight.

The flight we eventually boarded left at 14h50. The crew shut the cabin door at 14h45 and the last passenger boarded the flight at 14h40, out of breathe and grateful. We had no check-in luggage may I remind you. From what I have seen, I sincerely think that the Malaysian staff were lying about why we couldn't board our initial flight.

So now, I have some questions:

1) On our flight SEOUL-KLIA, why did they allow customers to be personally checked-in with less than 20 minutes to get to the gate, if check-in supposedly closed one hour before the flight, but not when we were late and approached the counter?

2) Were we declined entry because we had low-fare tickets! Knowing that we were desperate to get to our next destination, did the staff deliberately kept us behind so that the airline could profit by charging us a "small fee" of US$600 to book the next flight out?

3) We received no apology from your staff for your poor online service or possible reasons as to why there were technical difficulties with the site and inconsistencies with the check-in machines. Does Airasia ever admit to making mistakes?

4) The fault was partially yours too but you never took any of the brunt. We tried our best to be there knowing that we were already late but had hope that this wonderful airline would have had some understanding and made us a priority of some sort. Least you could have done was compensated us with a cheap meal on our next flight or offered a small voucher, heck even if you added a penalty to the original fare, it would have been much better than what followed next (forfeiting paid accommodation, buying additional tickets because of missed buses and more importantly missing a day of work).

Know that Airasia is a very efficient and safe airline that I have enjoyed using in the past. You are favorable among budget travelers but unfortunately will not break a limb for customers regardless of their situation. It is all about the profits and I feel that that was the only reason why we were declined and others favored. It was a horrible end to a great holiday in Malaysia and I do hope that no one else feels as helpless as we did, while still losing a days salary. Nonetheless, it was a valuable lesson learned on our side as well and whether we use the airline in the future or not, only time will tell.

AK5035
09:45 am
My luggage was damaged when I collected my luggage upon my arrival.
My desirable resolution is to request a refund or damages as the luggage mentioned above is a new one with a good condition.
My phone number is +[protected], [protected]@gmail.com
I have bought an insurance for my luggage as well and hopefully, it would help to a certain extent in covering my lost.
I sincerely hope that AirAsia will be responsive to my complaint and will be fully responsible for it and it will be very much appreciated.
I really do hope that AirAsia will understand my complaint and will take reasonable steps when dealing with my complaint and will not disappoint me.

Hi there, I have a flight from Kuala Lumpur to Sydney at Monday 30 JUL 2018 (920AM) and my booking number is AZK1YB seat number 18C. I had very bad experience with Airasia where I had purchased the meal through online and I asked for my meal the flight attendant told me that they will bring to me and I waited and waited and I asked again but I feel so disappointed with your service where the flight attendant didnt not serve my meal and I had to purchased noodles on the spot. I paid for the meal but where is my meal? I booked meal online and I didnt not receive my meal. That was so bad experience and I dont think I will come back again to Airasia where my friend previously fly with Airasia and same thing happen where he didnt not received the meal as he booked online as well and I never know it happen to me! Too bad to say Airasia terrible worst. Not coming back anymore and wouldn't recommend to anyone.

For your information, my daughter book the air ticket for me to bring her daughter back to Singapore.

Upon web check in I found that the seats are split one at 11A and another at 18F.

This is really ridiculous as my grand daughter is on 4 years old how can she sits separately from me. Think Air Asia deliberately assigned the seats in such a way that we have to buy your seats.

This is really bad service and in future really need to think twice before booking you airline again.