AirAsia
reviews and complaints

I reply the below email from AirAsia Refund Support Team at 20 JAN 2017 already but until now no receive any reply or refund.

With regards to your refund request for booking number < TFTLGM>, kindly furnish us with passenger bank account details for us to expedite the refund.

Details required as per below:

1. Saving Bank Account Number - (must be passenger) english languange

2. Saving Bank Holder Name - (must be passenger) english languange

3. Bank Name - english languange

4. Bank Branch - english languange bank adress

5. Country of Bank -

6. Swift Code (Mandatory) - must be fill up

7. IBAN Code ( England / Europe / UK only ) -

8. IFSC Code (India only) -

9. BSB Code (Australia only) -
10 Sort Code (GBP Currency Only) -

Should you have further enquiries, please refer to our website by following this link:

http://www.airasia.com> select country > select language > Help & Info > Contact Us.

Thank you for your cooperation and we look forward to serve you better in the future.

Best Regards,

Syaidatul Hafiza Bt Noorzizan

AirAsia Refund Support Team

On 11Jan 2017 I thought I had booked a flight for 2 of us from Don Mueang airport, Bangkok, to Surat Thani, for 26th Feb, so an internal Thai flight.
I received no e-mail confirmation and no money was taken from my account. I made a complaint to Air Asia and was told by e-mail my booking (TGRLJP) could not be found. I thus had no evidence that the booking had actually been made.

On 15 January I therefore made another booking (NED JRV), this time becoming an Air Asia member. I could then check on the website, and found both bookings listed. Soon afterwards, one payment was debited from my account.

On 17 Jan I had a webchat with a customer service agent (waiting from being no.77 in the queue to no.1) to cancel one of the bookings and she directed me to the cancellation form, which I completed. I received acknowledgement of receipt on the website but nothing further happened.

Subsequently, I completed the refund form; again acknowledgement of receipt but no action.

The second payment then appeared in my account but for an earlier date, whcih seemed strange.

On 5th February I submitted a new complaint to try to get a cancellation of the 2nd booking and refund and have been in daily correspondence since then. Complaints are answered by MakeMyTrip, India. A different person answers every day and the response is always that they can't locate the booking, despite my having supplied all relevant information requested. My question asking what more is needed to obtain the cancellation and refund has been ignored. I want the 2 extra seats to be available to others to book as well as obtaining a refund for myself.

Dear Sir/ Madam,

This is Shijoy Mathew, currently reside in New Zealand. My registered email address is [protected]@gmail.com, registered phone number is +64 [protected]. Air Asia BIG Member ID :[protected].

I am writing this complaint to express my deep dissatisfaction for the bad service I received from air Asia regarding my flight fare due to date change. I am really hoping that I will be getting a good resolution.

I flew to India with Air asia for the first time in my life on 9th January 2017. The service was good. I was very happy with the flight fare and the service / information I received. Many friends asked me about in flight condition and overall service at Air Asia and I highly recommended it at the time.

I wanted to travel back to New Zealand with my wife and 6 month old daughter. Since I was happy with Air asia, I did not think about any other air lines to travel with. Since I did not have a laptop, I contacted air asia contact center in India to book the flight ticket. I had already checked the flight fare using air asia app on my mobile phone. Person was very helpful and I booked the tickets and I was informed that I could pay using debit card.

I tried making the payment using my debit card, but it got declined twice. So I contacted air asia back regarding this issue. The person on the other line spoke with his super visor and confirmed that the Air Asia server was down and I should try after two hours. They also extended the time limit to make the payment. I tried again and it got declined. I called my bank and they said that there was no problem with my debit card or fund. Hence, I called Air asia again. Just like the previous time, the person spoke with his supervisor and confirmed that the air asia server was down and I should try to make the payment after some hours. They also asked, if I had an India credit card. Since I did not have an Indian credit card, I could not use this payment method. I had an international credit card. But they said that I could not use the same.

This situation continued about four or five times. Every time I rang, they blamed the server and asked me to make the payment after few hours. I had to spend many hours on the phone. Finally, I got a message saying that I could not complete payment since it got declined more that 4 or 5 times ( i can not recall exactly).

I called Air asia in India again and informed about the same. The lady on the other side told me that the booking I made would be cancelled and she could not extend the time limit. The only option available was to make another booking. But the flight fare had increased. I was not happy about this. Because I only did what I was told by Air Asia staffs. (You may please review all the telephone conversations. I hope this was all recorded!). They did not mention that I could only try so many times. I should also say that this conversations went for hours till about 1 am.

Anyway, I was willing to accept the higher fare and I made another booking. But my payments were getting declined again. I made multiple phone calls and I got the same reply ( that Air Asia server was down). I arranged one of my friends to go to the Kochin air port to make the payment physically. He made the payment and the booking was confirmed. WHAT A MISSION, , AFTER ALL.

The story does not end here..

Since I was travelling via Gold Coast (Australia) and I was holding an Indian passport, I had to take a transit visa. One of the requirements to apply for the Australian transit visa is to produce proof of Itinerary. I went to Kochin to apply for transit visa and I tried to get the travel itinerary emailed using AirAsia mobile app and a computer ( by logging in). But email never came through. So I decided to call Air Asia again. I was on hold for long time and I was getting late to get to the office to apply for transit visa. (they close at 4pm). So I googled for the contact number for Air Asia sales center at Kochin. I spoke with a lady and she said that the server was down again so I should call back in 15 mnts. I did so.
This time, I spoke with another lady and she said that she would send the same in 10 minutes. I waited for 15 minutes and nothing came through.
In the end I logged into my air asia account and took a SCREEN SHOOT.
I submitted the application for transit visa.

The worst is yet to come.

I booked the ticket to travel on the 7th of February 2017. Since, my daughter, Rheanna's transit visa did not come through, I had to postpone the travel date to the 10th of February. Since, I had choosen Premium Flex, I could change travel dates upto 2 times with out penality. I had to pay around INR7000 more to make the changes.

I received an email from Australian high commission to send the updated travel itinerary to process transit visa. I sent the same. Due to miscommunication for VFS (agent who takes transit visa application for Australian high commission), I was under the impression that we were safe to travel on the 10th of February 2017. But when we reached at the air port, they confirmed that my daughter did not have the transit visa. So we could not check in. I decided to change the travel date immediately. Air Asia staff at the counter asked us to deal with a senior staff (or a super visor). I checked the flight fare for the 11th of February using my air asia app and it was around INR 45000. It was around 5.45am that we came to know about this. We had enough time to make the changes to our booking without penality. Anyway the Air asia staff asked us to wait and she went away. When she came back finally, I asked her that needed to make the date change and she said that I had to pay a difference of INR 22000 to make the changes. She started serving other passengers and went away the second time. I started panicking as time was running out. When I checked the fare on air asia app, it was around INR 45000. When this lady came back, she said that there was no other option other than making a difference of INR 22180 ( roughly). She made us wait for long time. We were told that the time was running out and if we do not make the payment immediately, everything would be cancelled.

I had to borrow the same amount from my father in law who came to see us off and made the booking. I was deeply disappointed by the behavior and the attitude of the staffs. I did not have to pay such a big difference when the fare was much cheaper on air asia web site/ app.

I checked the fare again at 3.35pm on 10/02/17 and it was INR 45116. I have taken a screen shot of the same and will attach with this complaint.

I am now looking for a good resolution for all the troubles I had with Air Asia and I would like to get a refund for the excess amount.

I
am really hoping that I will get a proper resolution and taking my time to write this was worth doing.

Thanking you for your consideration,

Shijoy Mathew

In the past week I have travelled with AirAsia Philippines branch on three separate occasions and have had problems on every flight! The flight details are as follows:

Manila - Cebu 03/02/17 Flight no Z2 783
Cebu - Manila 08/02/17 Flight no Z2 764
Manila - Puerto Princesa 08/02/17 Flight no Z2 430

My first flight was delayed by more than three hours, resulting in my onwards travel arrangements to have to be cancelled. We arrived too late to continue travelling to our final destination, so had to pay the cost of a hotel for the night, and lose a night in our pre-booked accommodation at our final stop. Not only this, but as we had already passed through security, we were stuck in the tiny departures hall at Manila airport with more than 1000 other people whose flights had been delayed, with no air-conditioning and no food as almost all of the shops had sold out!

My third flight was again delayed, resulting in having to rearrange my onwards travel plans again. Although I did receive an e-mail the evening before to inform me of the delay, I had already arranged transport from the airport which had to be cancelled. This is difficult to organise without a local phone number, very limited wifi where we were and no knowledge of the local language.

Of all three though, my experience with the second flight was the worst. Although this one did run on-time, I collected my luggage to find a huge 15cm rip in the material on the top of my backpack. The backpack was also filthy and on further inspection inside I found that some of my personal belongings had been damaged - including a mirror that had been completely smashed and my toiletry bag broken which of course had resulted in cream leaking everywhere. I had also had my raincoat stored directly under where the rip was, which of course had been ripped too. The backpack had clearly been dropped or thrown to cause this damage. I suspect the gash on the top was either caused through mishandling or perhaps getting caught on something - which is annoying as I had requested one of the huge plastic bags, (that are provided at almost every airline and airport I've ever flown with) upon check-in, and was told that there were none. I asked a member of the ground team at Manila airport to help me with the problem, as I had to check my backpack onto another flight the same day (See above) and didn't want the damage to increase. She told me again that they do not provide plastic bags for backpacks and simply stuck a 'fragile' sticker over the rip, which of course was barely still attached by the time I collected my luggage in Puerto Princesa. The backpack was bought only 6 weeks ago, so there is absolutely no 'wear and tear' on it whatsoever, aside from the huge rip in the top now.

I have flown with AirAsia many times in the past across various Asean countries and have never had any problems - however AirAsia Philippines has been a real disappointment, particularly as I had recommended it to my travelling partner for this trip.

I hope this matter will be addressed as my partner and myself will certainly be looking for an alternative airline to fly with on our next visit to the Philippines.

We are flying to Sydney with AirAsia from Manila in a few days and really hope we will have a better experience.

Itinerary number: p1gt2pfyp airasia: yivykw

I booked a flight on air asia from langkawi to penang on saturday the 28th of january 2017 at 09:55 and was not informed at all that I will be charged for my baggage. I was exorbitantly charged over 300 malaysian ringgits for 2 bags.

On an otherwise great trip to malaysia this was a very unfortunate and uncomfortable incident that left a bitter taste in the mouth. Please arrange a refund for this amount.

Hai, date is 7/2/2017, This is Nisanth, i booked the flight to Hyderabad from Macau, the right timing of Macau 3:50 pm but the flight was take off in Macau at 1:45 pm and I reached to Malaysia airport and I been to transfer counter and given them my old boarding pass, because 7/2/2017 I have the connecting flight from kulalumpur to Hyderabad due to flight delay I didn't catch that flight they said wait we will call but I am checking since from 1 hour I didn't get any reply from them, so please kindly solve my problem I am too tired because of long waiting.

Thanking you,
JayaNisanth.

Can anybody tell me, my flight is 12:10am on 8th . When I arrive 10:00 pm on 7th and waiting for queue to check in, until 23:02 there are still over half of the passengers still waiting for check-in, please check your system on Kansai airport Counter E12-22. I flight over 10 years never see such a slow working system and I even don't know what's going next with 12:10am flight on 8th.

My family and I flew on flight ak8335 from colombo to kuala lumpur on the 5th of february at 2315. This is a very recent incident which took place on the plane. As we boarded the plane and got to our seats, we realised that a man sat in our seat and due to that it caused a haul at the aisle.

The job and responsibility of an air hostess is to help the passengers and settle the problem. But what did the lovely air hostess do? Nothinggg! Instead they told us to make it quick because other passengers were waiting. I want to ask you. What is this? Do you train your staff to handle problems this way? Your personnel just stood there and put on a very very fake smile and told us to make it quick! How dare they say that to us who have paid thousands to your company and such unsatisfactory services are provided!

Well, they may look all fancy in red but they certainly do not know how to treat the passengers on the plane. We are not happy with this treatment at all. It was very rude of them to tell us that. If they are not interested in helping out then I suggest they should leave this job because I bet you there are many people out there who are able to do a much better job then them!

But, it does not end here! We are vegetarians. How could you even think of giving us a complementary chicken pastry when we have ordered a vegetarian meal? It does not even make sense. Also. You only have one vegetarian meal to choose from the menu. Do you expect us to eat the same meal twice? You cater so much for the non-vegetarians and their needs but not the vegetarians. Are you that ignorant? Are you people living in a stone age?

You are printing money every second and you provide us with such services. This has got to change big time! You want us to fly with air asia but you cannot even keep your passengers happy. You better take this complaint seriously and do something about it!

Arrived in Hongkong on 5th Feb 2017 10:00am. We have 4 bags and 1 was missing( our main baggage). We came here for vacation with our 3 yrs old son. This is our last stop before going back to UAE to return to our work. This is our first time with Air Asia and our experience is unacceptable. After filling up the form for lost bagge in hongkong airport, we did not receive any feedback on the location of our baggage. They were unable to inform when we can receive our baggage and where is it. No appologies receive from airport or airline personnel.

We were supposed to have our flight back to my country on 31st January 2017. I was with my elderly parents for the same Airasia Flight AK272. Prior to waiting in line for a long time to check in all the luggage, i saw the gate no for this flight is L5. When we finally check in our luggage at the counter, I asked the Airasia personnel, a lady with a glasses, in regards to our gate no. She kindly informed us it's P13. Then, I looked up again at the screen that the gate no for AK272 is L5. Before the immigration, I asked another female Airasia personnel which gate we should go to. I even asked her why is it different from the stated written manually by the lady from the baggage droppage counter and the one on the screen. Which one should we go to? Again, this other lady informed us that we should go to P13 and so we did. Fifteen minutes to almost our departure time, I heard the announcement that the AK272 call for L5 gate. Certainly, I am not pleased to have been misinformed as such. I understand that it was not appropriate to be furious to the other male personnel of Airasia at gate P5 but still, it was unacceptable that I have asked two of Airasia personnel regarding the gate no and they both stated the same thing. Thankfully, one of the male Airasia personnel, a great and helpful employee accepted us to board on the plane on the very last minute. I was furious at him too but he informed us that he would try his best to do whatever he can. God knows, how thankful I am to have his service.

The possible reason that this incident happen could be due to technology miscommunication. If this is the reason, the please update all the information in the system particularly the baggage counter. Kindly please do something to resolve this issue so that it won't happen again to other customers who are rushing to go back to whichever their destination is. Especially, those with elderly people. Don't make them walk around fast that far from P13 ground area to L5. We could miss our flight at that time due to this one simple mistake. Again, please resolve this issue among your employees. Just because this is a low-cost carrier airline with a motto that "Everyone can fly" that doesnt meant that you should give a poor service to your customers.

Bad attitude when handling situation. Irresponsible and lazy not helping for arranging carry on luggage. Hiding behind the divider infront of hot seat n only watch ppl struggling intended to upload carry on luggage. Act like a useless flower pot. Only one giving kind helping hand which I didnt get her name but she is the tallest among all in this flight. Ak6115 4 Feb 2017 penang to kl timed 1455

Dear airasia,

On the 31/1/2017 tuesday, airplane ak718 was scheduled to fly from changi airport terminal one the flight was delay for one and the half hour. This cause me missing my train on my transit back to my home town. I am not given any alternative or solution. I am left dumfounded on in the airport without given even a reason of delay. I had to stay overnight in kl causing me miss precious family time with my family. As we know this is a festive season, I miss the opportunity to gather with my family and extended family which only come once a year. I am a loyal customer to airasia this is really disappointing with the service level provided by airasia. I will be expecting a call from airasia to clarified what did happen and an apology or further explanation on this. Do contact my sg number 65-[protected], email : [protected]@hotmail.com as I don't expect another disappointment from my go to favorite airline.

On 26th January 2017 at 12:06 pm I have made payment for booking number ME5M8F to Hong Kong AK 130 for 2 person departure at 1625 hrs, made payment amounting to Rm 1318.00 via my RHB Bank Visa Card no [protected] after the payment made I did not receive any booking confirmation and itinerary from Airasia to my email.
Due to the urgency to get the 1625 hrs flight on the same day I did another booking to the same destination by booking number CCG7TL and made another payment RM 1318.00 via RHB Bank Visa Card no [protected] card holder name Aina Yasmin (my daughter) and successfully received the booking confirmation and itinerary through email.
After checking with my bank account i found out that the first booking MEM8F has deducted money from my bank account for RM 1318.00
On the same day I have lodge this complain to your twitter customer service .
On 27th January 2017 (Friday) at 2:43pm Airasia sent the booking confirmation and itinerary for booking number ME5M8F which is meant for 26th January 2017(Thursday) 1625 hrs flight . I requested Airasia to refund the double booking for ME5M8F as soon as possible.
This is due to your online system inefficiency and not reliable thus I have to made this double payment.
Enclosed the proof of payment and the booking id for your reference.

I would like to make a complain about this two Korean air stewardess name Stella Jo and Blair Lee on the flight D7505 from Incheon International Airport to Kuala Lumpur International Airport 2 on 29 January 2017. I noticed that they give good service with one Korean passenger sitting on hot seat and upgraded her to the front seat and follow her request to have double empty seats just behind the business class because the passenger told she was not feeling well. And this conversation between the stewardess and the passenger was heard by my friend which is sitting near to the place. I was also not feeling well and was vomitting throughout the journey and they did not notice me. Then, when dinner is served I delayed my dinner and ask one steward to keep my dinner as I was vomitting too often. Then when I was feeling better I ask stewardess Blair Lee to serve me but she said that I had taken my meal and did not even confirm it first the steward. So I reported it to the head stewardess and just then I got my meal. Another problem is the stewardess name Stella Jo was shouting at a distance when my nephew just started his dinner because he was sitting on the empty hot seat. She could have told him politely but she shouted. I also found that the empty hot seat that the lady left was sitted by a Korean little girl and the two stewardess just kept quiet. This is very racist and double standard and it seems that they do not like Malaysian passengers. Please consider this rude and double standard attitude of this two Korean stewardess towards Malaysian passengers.Thank you. Attached here is the picture of the stewardess name Stella Jo and the picture of the Korean little girl sitting in the hot seat area.

To whom it may concern,

On the 27th January 2017 I tried to book a online flight with airasia from Yangon-Bangkok for 28th January 2017. The transaction stated that an error had occurred and that the transaction had failed. I tried again and it stated the same as above. As the transaction failed and my ticket was not confirmed I then proceed to book a ticket with another company in order to make my journey from Yangon-Bangkok. However I have now been charger for two flights despite the fact the the website states that both transactions had failed.

It is clear that there is a fault in the online stystem, and therefore this is a fault on behalf of the airline and I am now requesting that I receive a full refund for both flights.

Yours sincerely,

Holly Anketell

To whom it may concern,

In a flight to Bangkok (AK 888), I had pre-booked an item but was not given the item I purchased during this flight...

Below are my details:-

Booking number
QCWUPL

ADD-ONS
Flight 1: Kuala Lumpur Bangkok - Don Mueang
Ms Ruzeti Emar Mohd Rosli • CLINIQUE All - In - One Colour Palette • Seat - 5E
Flight 2: Bangkok - Don Mueang Kuala Lumpur
Ms Ruzeti Emar Mohd Rosli
Ms Ruzeti Emar Mohd Rosli • Carbonated Drink
• Checked baggage 20kg • Vegetable Pasta with Roast Chicken
• Seat - 6D

In this connection, please can AirAsia flight attendant AK 883 on Monday (30 Jan 2016), give me my pre-booked item that I was supposed to received on flight AK 888.

Otherwise, please arrange to send to my home accordingly.

On December 20th, I took a flight from KK to Beijing, with a connecting flight in KL. My baby stroller was left behind in KL airport, and was not send on time to Beijing, as I have (16 hours after my arrival to BJ) my flight back to Buenos Aires with Turkish Airlines. Finally, it was delivered to Buenos Aires via DHL but instead of being paid by the sender Air Asia, as it was the company's mistake, they pretended to charge me an amount of money for it.
After more than one month sending emails to HADIF OTHMAN BIN JEDI and not receiving a positive reply, and all the disadvantages of not having my belongings caused to me and also hurting my work, I decided to write this last email to the company before taking legal action in the case.
Please I am asking to an urgent resolution of my problem caused by the airline.
Looking forward to prompt reply,

Sincerely,

Analia Carreño

After completing the booking, the Air Asia server crash at the same time of payment (surprising considering the quality of the servers ...).
I decide to wait 24h for a confirmation email to know if my flight ticket is booked or not, but I received nothing...
So, I take the decision to book another flight ticket for another date because there is no more available for the same day, and this time nothing wrong happened.
And then, a week later, I have the bad surprise that I was charged for the 2 flight...and still no confirmation email for the first...
So I sent e-form (three différent), I called the customer service around 15-20 times ( the worst customer service ever!)
But for them this is not a duplicate booking because the flight tickets are not on the same day... Even if this is the Air Asia server fault...
Two months have passed and still no compensation ... Air Asia is a thief company that does not care about their customers at all !
( sorry if I made mistakes I'm not a native english speaker)

Greetings to you!

I will like to bring to your notice, that the interview conducted in the North eastern states of India has a lot of biasness, since the venue is in Jettwings and the show is run by their staff, thing are turn to their favour

In the recently concluded interview in Shillong, the first round where highly manipulated to ensure that most of the candidates to go through the next round are from Jettwings. This leave better deserving candidates who are not from the institute or from other Aviation academies no chance to make it.

The Jettwings and non Jettwings candidates were kept in different interview rooms and its says it all when most of the students selected where from Jettwings, and better candidates who are non Jettwings were eliminated in the first round.

The last interview in Guwahati, was also of a bitter experience, where candidates who are not from Jettwings were not encourage to attend the interview.

I know for sure that your esteem company wants the best candidates for the airlines and their is no unfair approach from your end. For better selection procedure, the aspiring candidates of the region request you to please host the venue on a neutral place so that the interview is fair and only deserving candidates gets through.

I leave it to your wise decision to take action and hope that many deserving candidates from the region who dream to fly will not be shatter in the future.

Was removed against my will from Plane for being poisoned by bleach by airport janitor in the airport bathroom, had a bottle of water that i set on bathroom counter, was washing my face and when finished grabbed what I thought was my bottle of water and took a big drink only to find out it wasn't water but bleach to clean the bathroom, at this same time my flight was boarding, I proceeded to the gate, told the woman there briefly what had happened, she asked if I felt fit to fly, I said "YES, I'm going to be okay, just wanted someone to know" as was travelling alone and am in a foreign country felt it was in my best interest to tell another person, at this time I got in plane and took my seat, wasn't long before the taste in my mouth was so bad that I needed to spit, so I went to the restroom, not long after that there was knocking at the door from airline personnel, I opened the door to find 5 people there CLAIMING to help me, I said I was okay and that if anything harmful was going to happen it would have by then, they said the captain made the call that I couldn't fly ( without taking one look at me or talking to me directly ), at this point in my opinion I was forced off the plane. From this point on is when I was having communication directly with Ms. ROSALYN RAMOS, she was argumentative with me from the very begining, speaking over me, not listening to my constant request for simple water & basically treating me as if I was in violation of some law/rule. I was then escorted to the medical facility inside Terminal 4, she continued to be argumentative & was IN NO WAY HELPING ME, her remark to me about the water was & I'm quoting her, "WE DO NOT HAVE WATER AVAILABLE IN THIS AIRPORT" funny because as I still had the chemical taste in my mouth I need to spit, so I went to the sink only to find a 5 gallon water dispenser, I immediately started to drink some water & that started to remove the bad taste that had in my mouth. I wasn't allowed to board another flight, so I lost my reservation in Kalibo PHP1200, had to rent a room in Manila PHP 1300 & was deprived of my ability to even leave the airport do to airport security trying to force me to sign a piece of paper against my will, in my opinion my human rights were in violation, I received no help, nor did I want any, all I wanted to do is go to the destination I paid for. So what are you going to do ?