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www.airasiago.com.my
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1.4 34 Reviews

AirAsiaGo / AAE Travel Complaints Summary

3 Resolved
31 Unresolved
Our verdict: If considering services from AirAsiaGo / AAE Travel with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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AirAsiaGo / AAE Travel reviews & complaints 34

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3:10 am EDT
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AirAsiaGo / AAE Travel shuttle bus from kul airport to kuala lumpur city did not turn up at agreed location.

Dear,

We booked a package deal that included tickets for the flight, hotel fee and transportation from the airport to the hotel and vice versa. On August 24th when we arrived at KUL airport it was a pity to notice that there was nobody waiting for us at the agreed place. After waiting for 1, 5 hours at the meeting point as mentioned on the voucher we decided to take a taxi to our hotel. AirAsiaGo (or its service provider) could not be reached on the phone number that was provided on the voucher. Booking details under number GNVMKN.

I trust that AirAsiaGo will take his/her responsibility and refund the cost that i made for the taxi (200 Malaysian Ringgit), refund 50% of the transportation cost and compensate the 1, 5 hr that i had to wait at the airport.

It must be said that the return trip from the hotel to the airport went smooth.

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9:20 pm EDT
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AirAsiaGo / AAE Travel hotel booking - breakfast missing on booking confirmation

Itinerary # [protected]
Case I. D.: S -[protected]

I made my hotel booking via AirAsiaGo.com for 2 nights at The Waterfront Hotel in Kuching, Malaysia. The original booking includes breakfast. But the Booking Confirmation (Itinerary # [protected]) does not mention that breakfast is included.
I tried to bring the matter via your Customer Service link but the message was always "This site can't be reached."
On 19 September 2017, I telephoned you at 03 [protected]. A girl by the name Pooja (who was helpful) answered the call. She said that breakfast is included in my booking but she could not rectify the Itinerary. She promised to send me an email to confirm that breakfast is included in my booking.
I have received nothing - neither the new Itinerary nor the email.
I am very disappointed. I hope you can rectify the matter quickly and it is not necessary for me to seek assistance from your CEO Mr Tony Fernandes.
Please send me a new Itinerary showing that breakfast is included in my Booking. Thanks.

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Update by Raymond Tiong
Sep 19, 2017 9:24 pm EDT

Awaiting action on the above complaint.

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2:46 am EDT

AirAsiaGo / AAE Travel bangkok 24 jun, 2017 - 28 june, 2017 | itinerary # [protected]

I write to share with AirAsiaGo about my unpleasant trip to Bangkok lately. Wasted lot of money and time and unnecessary stress!

24 Jun
On the arrival to City Home Inn slightly before 2pm but was informed by the Hotel Operator that no room is booked! Tax fare from Air port to Platunam is 250 bath.

By using City Home Inn wifi, I managed to find AirAsia X hotline +[protected] from internet. Called the number using hotel owner handphone and was given [protected] to call.

The hotel owner is kind enough to lend me his hand phone to call initially but the call took quite some time and the owner got to go out for other business, as a result I force to buy a sim card which cost me 149 bath.

After waited for 2 and half hours the girl, Ms Hairy, manage to get an accommodation for us at Amarin Inn which is 8 miles from Platunam!

Initially she asked me to check in at City Home Inn and will refund me the amount charged to my back in Dec 2016! I can accept the offer as the City Home Inn will charge me 9, 600 Bath for the room!

After the long search, she managed to get back with Amarin Inn. I got no choice but to accept the accommodation offered as the sky is getting darker and raining heavily.

We got out to the Taxi Stand in front of McDonald wet and took a taxi to Amarin Inn. The journey took us close to 1 hour. Paid 200 Bath.

With the hotel detail from email from Ms Hairy the taxi driver could not find the hotel and drop us at the roadside and ask us to ask around. We walk for another 40 minutes and can find Amarin Inn. A pregnant women came to rescue, but she also need to call the hotel then only can get the exact location! Another 20 minutes walk.

We reached our room 6pm plus. First day gone! we supposed to have nice food at Central Plaza as we initially plan!

Totally new to the area, Khao San, we totally lost! With the many many "Beware of Snatch Theft" signboard along the road, we hesitate to come out for dinner!

25 Jun
The next morning, with the advice from the old lady from the Hotel, we took the boat to Central (Sathron) to change to LRT in order to get to Platunam. But we ended up at Siam Discovery, Siam Paragon area. The journey took more than 1 hour and cost us 42 bath for the boat and 111 bath for the LRT.

Due to security reason and the long hour of traveling back we left the City Center at 4 pm and reached back hotel 530pm on the second day!

Previously, when we stay at Citin Hotel, we shopping until 10pm them only walk back to the Hotel without concern of security!

26 Jun
Due to almost same duration and cost, we decided to take a taxi to Platunam. It cost us 100 Bath this round.

In order to save on the transportation cost we decided to take bus to go back to Khao San, again before 6pm we got to leave the town. Bus No 79 cost us 39 bath, but we ended up across the bridge! Luckily with the help of a middle age women, we took another bus back to Khao San cost us another 39 bath.

27 Jun
Took taxi to Platunam again cost us 148 bath (we paid the taxi driver 150 bath), we leave the city at 5pm taking Bus 47 (free, no air cond)

28 Jun
Can't do anything just take tax to airport (370 bath, 120 toll fee, 250 meter) after lunch and back to Malaysia with an unforgettable experience.

I sincerely hope that AirAsiaGo can arrange another trip for me and my family members to Bangkok with a stay at Platunum area to let us have a good memory!

Hope to hear from AirAsiaGo soon.

Thanks,
Too Kok Thai

Originally sent to [protected]@mail. airasiago.com on 5 July. No reply since then.

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8:53 am EDT

AirAsiaGo / AAE Travel service

hi airasiago...
I want to make a booking from kul-jog...
but my booking is unsuccesfull yet..
but why airasiago charge me RM 86.34 on my CIMB debit card?
for two times... means total is RM172.68...
I just call for customer service but they're no person can help me...
they transfer my call from one person to another person...
where can I refer about this problem?

ayuziana azhar
+[protected]
ayuziana. [protected]@gmail.com

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Agnes Teh Ann
, US
Sep 09, 2017 1:01 pm EDT

hi..how was your case?did airasiago solve it?i have the same problem now..out of sudden charged my card, even the process is not complete yet..

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8:06 pm EDT

AirAsiaGo / AAE Travel inconsistency in flight takeoff timing

Dear Team Air Asia Customer Service,

My boyfriend and I have been loyal customers of Air Asia and we appreciate the value offered to us as customers. However, an unfortunate incident involving Air Asia’s staffs and inconsistent timing had greatly let us down. We have purchased Don Mueang (Bangkok) return flight, with flight no. FD 312 scheduled to depart from KLIA2 to Don Mueang at 10.40am, 15 June 2017, and flight no. AK 887 scheduled to depart from Don Mueang to KLIA2 at 4pm, 18 June 2017. Please refer to booking no. AK13QA as reference.

15 June 2017
We arrived at the gate at exactly 10.20am to board flight no. FD 312. However, we were told off by the gate attendant that we were late as the procedure for the flight to take off was already in process. We argued that we were exactly on time for boarding and continuously requested for our rights to board the plane as we were not even late! The attendant casually disputed that we have missed our flight and refused to help us. Despite our continuous efforts in begging to board, this attendant did not even spare a second to contact whomever that was concern in helping us to board the flight. Instead, he suggested we visit customer service to book another flight and gave us inaccurate information on the price we would have to top up. Due to this, we unwillingly returned all the way back to the start and went to customer service to book the next flight, flight no. AK 884, departing at 1.30pm on the same day, 15 June 2017, with an additional charge of RM632, which we demand full refund.

We speculated that the gate attendant made a huge error in timing and informing the pilot to taxi off when passengers in sight were on board. When we appeared at exactly 10.20am, we could see his nervousness and resistance in helping us board the flight as he would be the one to blame for interrupting the procedure for departure. As customers, we feel that the whole situation was illogical as we were not in the wrong, we were punctual!

For the next flight, flight no. AK 884, we reached the gate as early as 12.30pm as we expected another “early departure”. We expected the gate to be closed by 1.10pm, as stated by the boarding passes but the flight ended up taking off at 1.40pm, which means the gate was probably closed at 1.25pm. We felt a deep sense of unjust as this delayed flight incurred additional charge of RM 632 from us being punctual for the previous flight, flight no. FD 312.

18 June 2017
Flight no. AK 887 was scheduled to depart at 4pm, from Don Mueang to KLIA2. After 4pm, the flight attendants were repeating head counts as the pilot announced that the number of boarding passes and head counts did not tally. Apparently, there was an additional passenger on board; the flight attendants had to manually check everyone’s boarding passes and passport on the plane, which was ridiculous as this procedure should have been corrected at the gate before allowing passengers to board the plane. The flight ended up taking off after 4.30pm, causing a 30 minutes delay to all the passengers on board. Other passengers commented that the issue of boarding passes not tallying with passengers’ head counts was a very silly mistake made by the gate attendant, we completely agreed. We have taken a few videos as proof of the situation on Flight no. AK 887 as attached.

We are extremely unhappy with the circumstances we have faced, as the staffs expected hundreds of passengers to tolerate AK 887’s flight delay of up to 30 minutes due to their error, whereas two passengers on time for flight FD 312 were not even allowed to board, due to staffs’ error in timing. Therefore, we demand a full refund of RM 632 additional charges for the flight that we “missed”.

We seek your kind understanding on this as we have some proof in video we want to show you of the discrepancy between the first flight and the return flight. This is simply not fair for me as a consumer, and I am sure other consumers facing the same situation would feel the same way.

Thank you and we look forward to hearing from you soon.

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9:55 pm EDT

AirAsiaGo / AAE Travel booking 4 night room to penang

We had book and make payment through airasia go that will stay in oyo room beach jetty.We been told our room was cancelled due no respond the call from oyo room as we still inside the flight on the way to penang.we try to call back while we arrived and telling the staff tge reasin we cant answer the phone.we cant find the location on the map too and oyo refuse to let us know the location just keep telling me that our hotel been cancelled.

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8:11 pm EDT

AirAsiaGo / AAE Travel package: flight + hotel

My complain started when a booked my a flight+hotel from Manila to Kuala Lumpur using AirAsiaGo for 2 nights: 13/04/17 to 15/04/17. When the itinerary was sent to me, the booking is still 13th to 15th of April 2017,
however, the return flight was 14th instead of 15th.
The hotel indicated 1 night as well. I rang support 10 minutes after i
made the booking to complain of the error from the website. They said they would help but 4 more calls i made to them plus a simulation (see snap shots in email below) of my booking to prove that
the website made an error, still nothing happen. Expedia advised me to pay the difference if I wanted to change my booking. I advised them that it is your website's fault. Worst Travel Agency in the world.

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8:53 pm EST

AirAsiaGo / AAE Travel hotel confirmed booking but cannot check in

i booked Galaxy Service Suites at Times Square, Kuala Lumpur 4 Dec, 2015 - 6 Dec, 2015 | Itinerary # [protected] thru airasiago. itinerary mentioned is a confirmed booking. i reached KL on 4 dec . the suites agent turn up saying the place is fully booked by others. they shifted me ( with family of 6 ) to furama hotel for 1 night and shifted me again to teragon suites for another night .really bad service and they collected CASH from me on the spot without any receipts .All my holiday plan ( which suppose to be in Time Square ) all SPOILED. from now onward i inform everyone i know not to book thru AIRASIAGO, bad service, bad control on coordination with hotel, very unreliable and really ridiculous ...bad bad experience ... .

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4:16 am EDT

AirAsiaGo / AAE Travel hotel paid but not available in ho chi minh

Dear Sir/ Madam

Itinerary No: [protected]:
I've made my flight + hotel booking at Anthena hotel, Ho Chi Minh for 28th to 30th Aug, 2015.

I've just returned from Ho Chi Minh on 30th but was so disappointed that the hotel I've booked with has no rooms available for me with the reason the air-condition is not working! I was transferred to another older & worn out hotel called Bel Ami hotel which is 10-15 minutes away from Anthena hotel without any other options!

Fyi, contact person that I've met & spoken from Anthena Hotel HCMC;
STEVEN NGUYEN (MR.)
Sales Manager Assistant
H/P : +[protected] /0008
Skype : thinh.nguyenhuu
Yahoo ID: nh_thinh
Email : [protected]@athenahotel.com.vn
ATHENA HOTEL SAIGON
280 To Hien Thanh street, Ward 15,
District 10, Ho Chi Minh City, Viet Nam
Tel : [protected]
Fax : [protected]
Web : www.athenahotel.com.vn

How could this possibly happened when the main reason I'm booking with AirAsiaGo.com is to get the best hotel room rates & Anthena hotel is the biggest reason why I've visited Ho Chi Minh as it was a brand new hotel & besides, it's mentioned in your website, confirmation with hotel is NOT necessary?

I've sent in e-form, email to [protected]@airasiago.com but no further action or reply from your airlines! Pls look into this matter very seriously & revert your very soonest!

Thank you.

Yours truly
Belinda

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2:44 am EST
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AirAsiaGo / AAE Travel All sales are final

Booking hotel accommodation with air - asia go has turned into a nightmare as they are not your average hotel booking website. I made the mistake of not reading the fine print and now i am paying for it. They are happy to take your money up front but if a mistake is made forget ever seeing your money again. So called cheap price turns out to be the same on most other hotel booking websites but the difference is if you make an error with booking wrong dates you are told "all sales are final" we booked 9 nights accommodation in a hotel just outside london during the olympic games 2012. As i write this booking is still 8 months away. I was looking at my flight details and realised i mixed up the dates and booked the first 6 nights accommodation before we arrive in london and yes i know i made the mistake but with any other hotel website eg agoda, hotel.com etc. I could just go online and sort it out. No not with air - asia go first you cannot do anything with the booking you make. You have to email them and wait to be told all sales are final and thank you for understanding. Well i don't understand! I sent a long email outlining and explaining the situation i also sent proof of our airline itinerary and only asked for them to change dates or give us a credit to use with them to re - book the right dates. No that isn't what they do. All sales are final! I have asked them to send me a contact here in australia so i can explain the situation and see if we can sort something out as i do not want to lose my money. Also the hotel will not lose out as it is booked during the olympic games so the room will be sitting empty when someone else could book it. As of today i have still not heard back from airasia go and i doubt i will. I know you will say i have learned a hard lesson but i believe a company should have some integrity and help their customer if they can see the customer has made a legitimate mistake. I naively believed because they were connected with air asia that they would be a company with integrity so i gave them a go. That was my first and will be my last mistake. I have always booked with other hotel booking websites in the past and now i will continue to book with other companies in the future. I guess this is just a warning to those who think this is a good company to deal with. Well it isn't unless you are happy to deal with inflexible rules and poor customer service. As far as i am concerned they are a rip off company that shouldn't be allowed to trade. If they do sort this out i will come back on this website and apologise but for now this is just a warning "all sales are final!" and "thank you for understanding!"

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4:04 pm EDT
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AirAsiaGo / AAE Travel ground arrangement overbooked

Booked & paid for Mt Kinabalu climb package for 4 paxs, received email confirmation stating booking confirmed.
However, one month later they called & informed that we are not able to climb on the chosen date because it is fully booked. When asked for refund, no respond from them since May 9th.
Now it is already June 11th. Our trip is suppose to be in Mid July. So what are we going to do now?
Their call centre wasn't helpful. Did not solve the problem. Instead, asked us to wait for their email reply. Really poor customer service. Sad isn't?

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ginny22
Kawana Island, AU
Nov 24, 2011 1:29 am EST
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Do not book anything with AirAsia Go as you will never get any satisfaction from them. The savings you might get outways possible problems. They have a standard answer ALL SALES ARE FINAL! I will never book anything with them again. They are quick to take your money but if legimate problems arise they will not even give you a credit to be able to book something else. Go to reputable companies that are flexible and look after their customers. This company is a RIP OFF! I hope everyone begins to realise this before more people lose their money!

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5:55 am EDT
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AirAsiaGo / AAE Travel Settle by ourselves and paid cash after purchase with AirAsia Go

I'd forced to paid again to the rooms for the Hotel even airasiago helpline promised to call back and respond to the said Hotel in 5 mins, cause the 5mins took me & friends more than one and half hour waiting for nothing infront of the Hotel front desk.

Due to wasting time on waiting no feedback from AirAsia Go, we missed our train from Suzhou to Hangzhou, I'd no choice and very frustrated on repeat so much of double paid in my vacation because of lousy AirAsiaGo!

Reports and mails to the related department already done not only 1 time, the problems seems like your company leave it never happened, I never receive a single of word or a piece of paper regarding the mistake that were always happeneds from your company to consumers and what we lost in seven days pass vacation in Suzhou, China.

I am wondering how huge numbers of complaints to AIRASIA if grow and expand business with this kind of manners.

Attached the PREPAID VOUCHER from AirAsiaGo found that the "Supplier Billing Info:" leave blank.

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3:09 am EDT
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AirAsiaGo / AAE Travel go holiday package

On 6th Oct I have booked Phuket trip for December 2009 for 2 person. My Credit card transaction went thru but I didn't receive any booking reference number from air asia go holiday. I call go holiday hotline and every phone call I have to wait for 30 min for someone to attend to my call. She confirm that the payment went thru and she can't find any booking for it and suggested that I re-book using another credit. The refund will takes at least 10 working days.

The next day I used another credit card to re-book again and I encountered the same problem, no booking reference number and I have to call go holiday department and they confirm the credit card payment went thru again but can't check my booking in their system again. She ask me to call them back the next day to check.

For these whole issue I have paid twice for the booking and yet I am still not confirm for my Phuket trip. I have to pay extra RM60 for the booking today compare to yesterday fare.

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cyeo
, MY
Aug 29, 2016 5:51 am EDT
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Refund for my trip cancellation to Japan has been promised by Air Asia Go since Apr 12, 2011 but till now after so many e-mails of follow-up and complaints, i've yet to receive the payment. My last email follow-up dated Aug 23 has been falling on deaf ears !

Air Asia, please live up to your standard and award as "World's Best Low Cost Airline" !

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Jefian
, MY
Feb 13, 2014 9:06 pm EST
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Oh! YOu think yours was a long time. My booking was for October 2012. It is now Feb 2014 and I am still trying to sort out my refund. So many emails, so many unanswered calls and emails I can not count them all.
Worlds cheapest airline only comes through worlds worst customer service.

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csling
, MY
Nov 02, 2009 2:49 am EST

i have book air flight and hotel from go holiday if not mistaken me i book it on May or June2009.
Because my passport is expired soon so i call up to check whether must igive them the new passport no. after i renew? They told me yes i need to call up and told them the new passport no. if not i need to bring both passport on the day when i want to collect my flight ticket. So i still aks them i need to call this customer service line? It is difficult to get through, i ask them is there any other no. to call and they told me "NO"...this is the only no.
before i renew my passport, i received an email from air asia stated that the flight from BKK to KL have change to 550pm instead of 645pm. My friend call me to call up and double confirm. So after i renew my passport I call up to confirm with them and at the meant time I want to give them my new passport no.
I call almost 30mins only get through, a lady pick up the call. I told her that I have renew my passport and need to give them the new no., then she told me that I need to fax it to them...ok is fine, i forgive you cause the first time i called up, the person just told me to call up and tell them. ok...after that I ask her about the timing, she can told me that the time that I go from KL to BKK also change to 345pm instead of 245pm...how come no one inform us? what if I didn't call up and ask? means i need to wait there till 345pm? i say i wanna change the time to earlier...she say ok and will send the update confirmation to me but till now i still haven't received any latest and updated confirmation, my flight will be on end of this month already.
Can Air Asia/Go holiday give a good explaination on this?

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airasiasuck
Perth, AU
Oct 21, 2009 9:57 pm EDT

they suck to the max don't book anything through go holiday

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Ixonz
, SG
Oct 08, 2009 9:55 am EDT

I encounter the same issue here.. same package offer by AirAsia Go Holiday.. from KL to Phuket on the 15th Oct.. Transaction went tru. but no confirmation email from them.. Nothing! this is suck..

And, I am gonna fly on the 15th Oct. 09, yet i'm still not receiving anything from them.. and i can't even reach them via phone or email, wondering what kind of customer service they are, with this kind of cust. care service, they still proudly claimed that they are the most favourite malaysian's airlines.. dissapointing and irritating.. PUI! SCAMMER AIRLINES!

Anyway, i've already called up the bank and i'm gonna dispute..

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4:48 am EDT
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AirAsiaGo / AAE Travel fraud, trickery, windle & deceit package

On 14 December, 2008, My friend and I have booked online a Go Holiday Package to Perth, Australia for our holiday during Chinese New Year. The package consists of flight, hotel and an optional tour. After browsing thru a few dates and we decided to book the flight and hotel on 23 January, 2009 as this is the only date suits our schedule and the availability of seats. The departure time from LCCT is 23:10 and arriving Perth at 06:00 the next day. We thought that we should be paying for our hotel from 24 January, 2009. However, after getting the confirmation email from Air Asia and we noticed that they are charging both flight and hotel from 23 January, 2009. We thought it is a mistake and then browsed thru the internet again by booking the flight and hotel separately using the date of flight on 23 January, 2009 and hotel on 24 January, 2009. We were shocked to find out that the diffence in price is approx. RM500.00. Since it is a substantial extra cost and without delay, we immediately emailed to Air Asia to clarify on the matter and we were told that we have the privellege to check in early. But, we argued that we do not need early check in as it is unfair and not worthy for us to pay the extra RM500.00 merely for the few hours early check in? If we were being alerted or informed of this privellege during our booking, we will not opt for this package. They replied that the package is non refundable, non adjustable and so on. We really feel cheated as no matter what terms and conditions applied, there should be a cooling period? Doesn't it unfair to us, as a consumer who is always binded by all these unfavourable terms and conditions?
For everybody's info, we are like other victims having difficulties getting in touch with Air Asia's office neither from email nor phone calls. Just imagine how much time and cost which has caused us?

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LowKH
, US
Sep 10, 2018 5:42 pm EDT
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Airasiago ZNTNYT
Itinenary #[protected]
Date of flight : 20th September 2017
Destination :- Langkawi
Desirable Resolution :- I would like a detailed statement of charges on my trip for record.
Reason being :- My credit card account shows different charges from booking website stated charge.

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Lim Ling Ling
, US
Aug 20, 2018 11:59 am EDT
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I noticed that my sister's 2 luggage has been opened by others when I received them in KLIA2. 1 of the luggage's lock was damaged and the other's passcode being changed.
My flight was AK 541, 22/2/2018, 15.30, from Siam reap to Kuala Lumpur.
I have checked and found that nothing was missing.

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Arthur Smith
, MY
Sep 22, 2010 10:34 pm EDT
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While airasia are doing somehting admirable in terms of low cost and getting you there in one piece, their trickery methods are so pathetic and blantantly obvious its disgusting. it makes you want to hate them when you sort of love them. whoever the jerk is behind the trickery of say for example the usless insurance which you have to cancel to confirm you agree you don't want it should be sacked. I hope a competitor arrives soon without such childish penny-pinching trickery and I for one will go with them, even if I have to pay a little more.

Arthur smith, expat from australia working in malaysia

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