Air Arabia
Reviews and Complaints

I booked Holiday package flight plus Hotel for Armenia on 17 May 19.
I have Arrived in Armenia on 5th June 2019 11pm. On arrival at Best Western Hotel, I was told they have not received any reservation request from Air Arabia.

I called Air Arabia call center number but they only kept putting me on hold and after 20 mins of roaming call assured me problem will be fixed in next 15 minutes. Call centre rep Syed took my number and advised he will call me back. However did not call back, leaving me and my wife in middle of night in a unknown country, struggling without accomodation.

I had provided following details to Syed on his request.

Air Arabia - Booking Confirmation ID - AAH0029044
PNR Number : [protected]

I am very disappointed with the service provided by Air Arabia Holiday. It has put us through distress, inconvinience and ruined my trip
My number is +[protected]

Pls call me back urgently and help!

Myself Mr. Manojit Mandal

I had Air Arabia flight (G9 466)from India to Sharjah on 25th May 2019 at 18:35 from India transit at Sharjah Airport and further Air Arabia flight (G9 253) for Almaty at 22:35.

The flight(G9 466) delayed by 1 hour from india itself and landed at 22:30 at sharjah Airport and then when i reached to transfer desk at sharjah they told me the flight for Almaty(G9 253) has been left already.(Both Boarding Pass attached)

1. Why the flight for Almaty has not waited for us as when they know the flight is landing at 22:30 and including me we were 7 passenger have to board on flight.

i have further connecting flight for Atyrau from almaty on 26th May 2019 at 14:25

Then when we asked when we will get the next flight for Almaty so that i can catch the flight for Atyrau from Almaty they told me that there is no available flight .
then i asked weather i can get flight in morning ...reply from help desk no.

then i asked please tell me when i can get the flight ...they told me you have to wait for 48 Hrs layoff and can fly on 27th May 2019 at night.

2. This is the responsibility of Air Arabia to provide the ticket earliest and this problem should have been resolved i.e i don't have to lose the money of next flight and hotel bookings at Almaty and Atyrau and the response was very negative from transit desk.

After several request the desk Manager has been called but nothing has been concluded till 2'O clock .

When we asked for the hotel transit desk told us that we have to wait till 5'O clock in the morning and then room will be available, till the time we has been waited at lounge .

when i went at 5'O clock for the room ...reply was quite astonishing that the room is still not available and need to wait till 8 'o clock.

3.Is this kind of service Air Arabia is providing to the customer
I am still waiting for the hotel confirmation and waiting at lounge as my whole schedule as been failed and totally exhausted as i couldn't have sleep from last 24 hrs .

Now still i am awaiting at airport for the ticket of next flight(sharjah to almaty) and room.. due you really think its worth ?

I am losing both money and time which has to be compensate by Air Arabia, this kind of service is not ever expected and the most important is the working attitude.

Best Regards
manojit mandal

Dear,
I am traveling from Faisalabad to jedda via Sharja through filght no G9 544 of Airarabia which was have to take off at 0150 but now it's 0345 and we are setting in waiting area .
And your crew is not updating us about the status of flight even.

The most critical thing is that we have to fast time is very short and there is no management if sehari at the airport in this we will not be able to take fast.

And we are also facing mental dustrubance.

We have to perform umrah tomorrow and we are tired too much here already.

Please take some attention on our complaint.

Thank you

Regards
Mukhtar Hussain

On 30th April we had flight at 23.20 we had reached air port by 22.30 we were late 10 mins and we had emergency to reach to Goa as we had attend funeral of my dad, and we explained about it to the air arabia officer first he told us to go but after 5mins he told us not to go and took our pnr number and we had to suffer a lot that night and it was an emergency for us and also I was pregnant and also had my daughter and husband traveling with me and for the last time we had to see my dad face and we did not get flight that day and we were unable to attend the funeral and all 3 of us ticket were cancelled and we had to bear a heavy loss... The final call was also not called and we could easily get that flight but the officer who was on duty that day was very very rude and in spite of telling him our situation and knowing that we had to attend funeral and also know that I was pregnant they did not allow us to board on flight.. This is not the first time we were flying through air arabia in a year 2 times we fly through air arabia and this is first time the air arabia manager treated us very bad due to which we had to bear a heavy loss.. After coming from India we went to complain to the customer service manger but he was not available and also duty manger was not available so I am sending this mail and would like to request you to refund all of us full amount back.. Pnr # [protected] and pnr # [protected].. Our number is [protected] and [protected].. And we demand for a full refund of those tickets

You quick and positive response and action will be highly appreciated

Thanking you,
Severine Barboza

I am Dhammika Bandara, Resident of UAE banker by profession is a frequent traveler with Air Arabia.
Recently on my way back from SriLanka the flight departure time for G9504 had been changed ;from 11th May 19.50 to 12th May 3.50. Without any email communication which is the customery mode of communication
As a result I had to undergo severe repercussions including not reporting to work in time.
My PNR no [protected] dated 08.04.2019

Expect your goodself necessary action
Dhammika

My mother was travelling on 6th May 2019 to Sharjah from Ahmedabad flight number G9 480. She had weighed the luggage from home being 30Kgs which is a free allowance. At the counter she discovered that the luggage is overweight by 4 kgs. My mother too was charged 3 kgs extra as she could accommodate 1 kg in the hand bag which was underweight. The weigh scale definitely has a problem and even I have faced issues quite a few times at the same airport. Considering the same issue replicating with many customers most were were charged who were travelling on exact or a bit heavy luggage. Most airlines do provide a grace of 2 kgs, but the staff at the airport was reluctant considering their fake commitments. Customers with even 500 gms extra were being charged. If that's the case I mostly do buy the luggage for 30Kg from air arabia and I am mostly travelling with 15 to 20 Kgs, so is the airline paying me back for the redundant 10kgs ? No. Moreover considering a huge a quarreling with most of the customers for the weight issues a lot of time was consumed in the process leading to a major delay. The staff not being supportive dared to announce that they will not issue any boarding passes hereon as the boarding gate closure was near. The flight ultimately got delayed by 35 minutes Other airlines like Etihad and Emirates also had almost equal number of passengers but their customers were happy and didn't have to suffer the same fate.

My questions to the airline and its contracted staff at the Ahmedabad airport are -

1) The delay happened from your side as most passengers were charged for even 500 gms or less.

2) Why no allowance of grace 2 kgs to passengers where it is mentioned 32kgs max on the ticket but not mentioned the extra 2kg is paid. This is seriously misleading the customers.

3) There is no separate queue for the passengers who have already done online check in.

Regards
Rohan

My sister and her 2 kids were traveling from Jeddah to Calicut on 04 May 2019 (PNR No. [protected]) night, after their Umrah, via Air Arabia flight. From Jeddah airport Air Arabia issued boarding pass to my sister only and have told that boarding passes for the kids will be issuing from Sharjah airport. They were among the first 10 passengers who reported in the transfer desk in Sharjah Airport. Still Air Arabia didn't issue boarding passes to the kids. When I contacted the Air Arabia in night they informed me that they are trying to make any other airline on night itself and most probably they will travel on the same night itself.
But when I contacted the transfer desk in the morning, I came to know that they are still in the transfer area and Air Arabia has not arranged any hotel or accommodation to them.
Then from morning 5.00 to this time I am calling several persons in Air Arabia and Sharjah Airport. I was getting contradict replies. Sometimes they were telling that my sister and kids were still in the airport lounge. Sometimes they were telling that they were in Transit Hotel and giving hotel number. When I called hotel, they informed me that there was no such a person in hotel. The staff in the Transfer desk was attending the telephone very rarely.
My sister was travelling with her 8 year boy and 18 year girl kids with a CONFIRMED ticket. She was not accompanied by any male person. Entire the night time they spent in the lounge area by sitting and standing. They were having Wifi connected for 3 hours and was able to communicate with us during this time. At this time the staff was behaving politely. Then Wifi was disconnected and staff was behaving like enemies. Not a single glass of water was given to them.
Finally at 8 o'clock, I contacted Airport Police and they instructed the staff to provide the helps. Then only they got food coupons and hotel accommodation.
When I was calling the transfer desk, the staff was telling to call after half an hour to connect me with my sister. Later on sister was telling that she was just standing in the front of the desk throughout the night. When the police came, they were immediately found her! They issued food, hotel voucher and boarding pass to the next night flight at 8'o clock in the morning!
After suffering all these inhuman behaviours, finally they boarder in the flight. They have paid extra for food in the flight, but the flight attends didn't provide food for the kids! When they reached CCJ, their baggage was not there! Now we are waiting for the baggage! We assume that denial of food and missing of baggage was purposefully done by the staff to revenge against our complaint with the Police.
We are not expecting such a very bad approach from Air Arabia, especially when UAE is celebrating a year of "tolerance and giving".
More than 5 hours I have made ISD calls and lost money on this account also.

We expect to get back our baggage and a proper compensation for our suffering.

I was travelling to air arabia sharjha to kathmandu 29th april flight no ga 537 departure 13.20. According to ticket I have correct baggage 30 kg check in and 10 kg hand, I checked in everything was correct I asked checking staff duty free purchasing she told me 3 kg will be allowed fro duty free it means 10 kg hand bag and
3 kg duty free purchasing. I bought 3 kg or bit less not more. I bought same thing for my friend I payed because he don't have money. We came together from sharjha.

One I reached in bording get air arabia staff snatched my thing and put on small handy weighing machine which was not transparent he sad to me 19 kg excess pay 80 dhs. I request them please weight again I heaved weight sever places even check in get it was correct. Apart from that I have 3 kilo duty free so. Please weight angina and show me where is excess 19 kg. Then he pushed me he threatening us pay money other wise you can not go home I will not let u enter in aircraft. I am ready to pay excess but you should shoe me. But he refused and starting to arguing and I asked him let my friend go he dont have money I bought for him he have 7 kg handbag and 3 kg duty free we are together they told me show ticket should be same how ticket will be same he is staying in some other place in uae I am in sharja he bought from somewhere I bought some where. We came together we check in together check our set also together check boarding pass lady staff told me no show me ticket in same. Same behavior they did with my friend also he dont have money to pay so he left. This is the staff no

Staff no - 42426 salim
Staff no -42720 lady staff

My question is
1- why they snatched my thing why they refused weight again
2- why we cant buy for fried and can not go together how ticket will be same for two passenger.
3- why they are threatening us
4- why air arabia don't have proper weight machine in boarding get why its not transparent.

4- why your staff are miss behaving threatening us are they instructed by air arabia to threat us.

5- will they behaving other destination flight or only for kathmandu flight discriminating nationality.

Right now I am I am in vacation I will be back in 17 th of may. I need strict action on those staff as well as I need proper reply from authorized person other wise I will go withe higher management

Thanks and regards
Rajendra bist
[protected]
[protected]@gamil.com

Me and family regular customer of Air Arabia under [protected]@gmail.com and [protected]@eim.ae.

I was flying from Trivandrum in G 90441 to Sharjah and felt that the behavior of the lady staff at Trivandrum airport are rude.
No logic, They tried to weigh my laptop bag, weighed after removing the laptop, and said that weight is more, then I had to show the full bag as nothing except some medicines and Silk chocolates. Finally those chocolates were transferred to my wife's hand bad and then they allowed to travel. I felt surprised as I never faced any trouble with Air Arabia. I was even prepared to cancel the flight and take ticket in other airlines. Please keep matured staff at airport, .

To Whom it may concern,

Dera Sir/Madem,

Today i traveled from Colombo to Sharja (G9504) and Sharja to Nairobi. Due to first flight delay from Colombo i missed my second flight at Sharja. when i go to the transfer desk i got to know next flight is after exactly 24 hours but they refuse to provide me a accommodation and just asked me to stay in waiting area with only two food vouchers. so I refused and asked for a room and they said there is no any room but when i contacted transit hotel they said they have two rooms. Again i go back to the transfer desk and Spoke to Mrs. Doreen Lopez (Passenger Services)and then she said yes those two rooms has taken just now from some other persons and she gave me dometry so i said i cant stay in dometry as i have to stay 24 hours then this lady started scolding me in very impolite way and she said that is what she can do maximum that also she has done only as a help and im not the only customer i Air Arabia. Then again she asked me to come in the evening at 3.00pm and when i go there at 3.00pm again she has done the same thing and what i have realized she has done this purposely to just to waste my time.

I really disappointed the way Mrs. Doreen Lopez reacted on me and i felt its kind of a abutment.

My point is as a company if you are not value your customers this will be a huge loss for your company. My disappointment is due to my good recommendation in my company all 66 expatriates using Air Arabia but they also will defiantly face to the same incident in one day as this is already in my third time. Your passenger service representatives are talking in really bad way and they are just thinking we as salves.
Due to this flight delay i will have to go for two days no pay from my work place and already lost very important meeting also. but i cant see any of this issues are Air Arabia is considering.

And please note, for other people's awareness i will have to post this on all the social medias and i know that will not a huge impact for your company.

if you need any more clarifications please contact me on +[protected] or through WhtsApp +[protected].

Thanks & Regards,
Lakith Manura Suraweera

Dear All,

Today (12 April) I tried to book a flight from Dhaka to Prague. I redeemed my 8, 434 points towards the ticket price, but your system did not let me finish the purchase and kept skipping back to the seat selection.

I signed out and started the booking over, however, the reward point have disappeared.

I would like to aks you to retrieve the points back as I want them to use against the booking. I would like to point out that this issue has cost me a lot of time and hope it to be resolved as soon as possible so that I can finish my booking.

Looking forward to your prompt response and pleasant flight with your airline.

Regards,

Emil Waldhauser
emil.[protected]@hotmail.com

My son and wife was to board flight on 29th March G9414 cjb to shj, Coimbatore check in staff didn't allow my kid as he was having heat bubble in eye lids and they asked for fit to fly certificate. Do I really need fit to fly certification for this? In terms and conditions nothing is mentioned about heat bubbles and they were rude to a female passenger with infant. Please advise in this matter.

I m travelling from Air Arabia. My ticket pnr no is [protected].i got operated and want to travel to Bahrain from Delhi. Your check in counter wants money for wheelchair service but while purchasing the ticket you didn't mention about charges while you mention every amount for extra services while booking the ticket I want wheelchair. But they didn't provide me. Your superviser Rahul Sharma talked very rudely. Also I have hand luggage. How can I walk. Show some human respect.

Dear Sir/Madam, 28 January, 2019
I've been flying Air Arabia since 2014, and I had no reason to consider shifting to another airline until I encountered the horrifying experience during my G 389 flight from Sharjah to Beirut on Jan 27, 2019.
I was having my sandwich when all of a sudden I spotted a cockroach creeping next to the window and dragging in an attempt to move upwards. I called a steward, Mr. Maher, and informed him of what I'd seen. After a short while, the roach was again crawling up while struggling in vain to maintain some grip along the slippery, granulated, concave inner side of the plane. Suddenly, it fell and landed on my pants; I swiftly swiped it away in a frantic move and a palpitating heart that was beating louder than a drum. That was an unspeakably petrifying experience especially that I suffer from katsaridaphobia (uncontrollable fear of cockroaches).
I spent the remaining duration of the flight under an unwelcoming feeling of intense panic and augmented perturbation. The feeling of unrest elevated since there was no way out, and I had a persisting urge to call for medical assistance, but I evaded making matters worse. On similar occasions, leaving the place where a roach was spotted would be the way out to shun a bout of involuntary phobic fear.
I have flown around the world on over 20-hour flights without batting an eye as regards to discomfort along the flights; however, the 4-hour flight to Beirut had a humongously negative effect on my mental, physical, and emotional wellbeing.
Regards,
Dr. Joseph Habib El Helou
Chairperson of English Dept.
CUCA (City University College of Ajman)
Guinness World Book of Records nominated author

Hello
I am writing this complaint about my return flight from London Gatwick to Tangiers from 23.12.18 - 30.12.18.
First of all, I tried to add 2 checked in baggage's to my flight. I tried to add it up until the morning of my flight, with no luck, I called the call centre which they then informed me that this must be done 24 hours before. The lady that took my call was on the English option and her English was very poor and she was very rude. I explained to her that it does not state this on the website that you must add baggage 24 hrs before the flight. So for this I am requesting a refund for the baggage I had to pay at airport price of £90.

Further to this my flight (30102) was rescheduled to 22:45, which we did receive a text for, but what I am complaining about is that when we arrived to the airport, firstly there were no air arabia staff at checkin which is beyond me. Not only this but when awaiting gate number there was a further delayed to 12:45, which we did not take off till nearly 2:00 which meant we landed at 5:00. This is unacceptable, me and my husband had to sit in the airport, with no reason or apology or any members of staff to explain the delay. I have also recently had surgery, so really did not want to be hanging around all night because of delays.

On my return flight from Tangiers to Gatwick on 30.12.18. At check in I was told there is an hour delay with no reason no apology nothing. This really is not acceptable.

I will await a respond to my complaint on [protected]@hotmail.co.uk

24/12/2018
Air Arabia - Booking Confirmation ID - AAH0023683
SHJ-TBS
PNR [protected]
Flight no: G9293
Departure : Sharjah Airport (SHJ) at 24 Dec 2018 13:10

We are regretfully raising the concern as we got missed our flight : the details mentioned above.
We were 9 passengers, got the boarding pass and was waiting in the gate no: waiting area half an hour before the flight time . You can review our boarding time in your system. We know that we were quite late, but we heard some other destination final calls when we were on the checking queue .
While we were on the waiting area, one of my team member inquired at the boarding desk about Tbilisi flight as we dint hear any announcement, they didn't respond, so he went to washroom thinking that all the people sitting there are to Tbilisi .
After that we heard a call and just as we waited for my husband and within minutes we reached the desk, the time was not yet reached 01:00pm that time.
When the staff informed us that the boarding is closed, we begged to do a call so she told to contact the supervisor, the flight was not departed that time. We ran to the supervisor and begged him to do something or make a call, but he totally ignored us.
By the time the flight might have got departed. but he could have done something that time. we approached the transfer desk and raised complaint to the airport authorities. almost half the day we spent in the airport itself with our kids, expecting for a positive response for us, We have given written complaint, we spoke with the local managers over there, and they informed us that they have called Air Arabia, we have given our contact no: and email id, until now we didn't receive any feedback. We quite the airport after 6-7 hrs and booked another tickets to Tbilisi from Dubai.
As we are middle class people, this much loss is not affordable ; is beyond our limit.If we were late and if it was our mistake we would have agreed it, but we were there, its only due to staff announcement negligence.
We are frequent travelers but never have faced such an ignorance. we have heard in other airports the final calls with the names nor even a call in the passengers mobile. Here, we were extremely disappointed .
Looking forward from you.
[protected]

The GSA in Hargeisa, Somaliland is absolutely shocking. It takes 3 days to top-up the travel agencies portal despite the agencies paying the money well in advanced. When question them why is taking so long to input the money into the system, there answers was shocking.

They said they want agencies not to top-up, instead the gsa office should issue the tickets for the agencies and charge $10 per ticket.

When complained to the area manager of Africa they shut down the system of our travel agency stating that we should not have contacted the area manager.

Currently they refused to change and assist customers that wants to change/modify their tickets because our agency issued the ticket. They even attempted to over charge those customers.

Their reputation is highly damaged and yet they continue charging issuing fees despite not being able to top-up systems.

Furthermore, customers are complaining about their seats given to other passengers despite paying for the seat in advanced.
It is absolutely ridiculous and amazingly very unprofessional and greed.

first time in flight g9 234 (24nov2018 timing 00:35 )(Istanbul to sharjan)
they cannot serve food after receiving meal payment in my package

After some time i asked to air hostess i dont have received food she asked me sir as per ur package meal does not include but i show my ticket and clearly mentioned meal include in my package but she doesn't entertain properly

i asked to staff i need complaint book but she denied and told me if ur not satisfied u r mentioned complaint online our grievances

before departure she can offered 2 meals but i denied

regard
inderjeet kumar

I flew from Morocco to Barcelona on the 15th of June 2018. I am still without my luggage.
PNR No: 15BJ1V SEQ/120 Flight No:30 373

I spoke to the person in change at BCN airport, who told me that the luggage was left in Morocco and is there along with 2 other pieces of luggage from someone else on the flight. He gave me the paper and said the case will be sent in a taxi to my flat in BCN by Monday. This never arrived with now calls or assistant or reassurance. Finally some weeks later this is not true and Air Arabia have now lost my luggage and I will not be getting it back. I was told to send all my paper work via recorded delivery with an address to send it (2 different ones) I sent a further email as they were refusing to answer any of my questions or concerns and I explained that I had a word of sending my original paper work, since I didnt believe or have the confidence in the company that I will ever see it again and I am sure I will have problems. They told me not at all and to send it recorded to avoid problems. I did so and then had to email several times again and now they're telling me that I didn't send all the documents and without it they won't pay out. I posted everything as they asked and now still have further problems and I don't know who to turn to regarding my belongings. I have lost everything in that case. I am a designer and I have lost all of my own pieces that can never be returned. They are treating this case with no care at all. I am so upset and disgusted. Can you please help me to understand why you have staff that would do this?

Please be assured that I posted everything that you required of me and did so very nervously and with every right to be after the customer service this airline is giving me.

Kind regards
Karina

I travel through flight G9537 on nov 3 2018 from sharjah airport to kathmandu carrying 49 inches samsung curved tv and i pay extra handle charge of AED 180. Unfortunately i was busy on my festivals and when i open my tv from box today it was cracked from middle and it is just new tv i purchase to bring my home. Please help on above if it can be checked its fault of your airlines and do needful as per your customer right policy. I also attached the picture of tv i took when i was on plane, how it was loaded in the truck without any tie in it. Thanks and your kind and quick response will be highly appreciated.
Mobile no: +977 [protected]