AirAsia
Reviews and Complaints

I sent 3 eform to air asia last week. Till now I havent received any reply from air asia. If there are no respond no point of having the eform.
I neeed assistant on reroute my flight which is canceled due to commercial reason. Can some one help me? Who can I refence to?
I cannot manage my booking from my account, there is no record for the booking.

It happened around 7:00 am, our flight is going to incheon korea our is 7:10 am our gate number in our ticket is 104.. We arrived there aroud 7:05, we asked the crew there about our flight and we present our ticket to her and she said just wait a moment sit first because she's eating while working that time! Soo we are waiting there for almost 5 mins. And it feels very weird so I tried to asked again about our flight to another crew and she said it's already moved to gate 103... So we lost our flight! It lost our money and time...

I would like to complain about the notice of changing the gate number.. Because of busy airport and a lot of people on the line we didn't hear that the gate was moved! And the notice is not noticeable! Second is about your crew! Why is she eating while working? And we even present our ticket to her.. Why she didn't even check it well because she's busy eating! If she check it and gave us instruction to move to another gate we will not loose our flight!... What kind of service are you giving to your costumers? Did you train your crew well on giving services?

It's not our fault that we lost our flight its because of lack of training to your crews... And why we cannot refund or even give us something in return for giving us burden losing our time, money and effort!

This is not our fault so I want to have refund or give is something in return for all of this burden.. I hope to that you have a good services to your costumers! Just 5 mins late is not acceptable to refrain us from not taking our flights.. Where is your consideration? Please make something to make this problem be solved...

I would like to complain because I booked a flight to stay 5 days in Bali my flight was rescaduled without a notification to a longer flight (not direct) reducing my 5 days to 3. Now I understand that in Bali there where problems because of the vulcano but it's unacceptable that we received the notification text 2 hours before when we were already heading to the airport! So we had to come back to the hotel book for one more night, that was even more explensive than before and we lost all day today ( we couldn't move too much from the hotel knowing that we had a flight) and we will waste another day tomorrow! Also we had to go from Bali to Tokyo where we had an hotel reservation that now need to be rescheduled again.
We DEMAND some kind of redound because your company treated us in an unacceptable way!

E voucher were purchased around 26 March 2018.
2 out of 5 vouchers purchased were activated.
But the 3 were missing.
Until today, I have been contacting airasia through service calls, enquired from airasia office, twitter and emails. ONe of the report reference is [protected].
After months of asking for help in retrieving the voucher activation code, today 26 June, I was replied with "your voucher is not refundable".
RM300 is not a big sum for you but it is for me and my dad.
Airasia email claims to say they have sent to my dad 5 activatioin code but my dad only received 2. How would I know what could be the problem?
We only want our own RM300 vouchers back or money back.
Or this is how airasia earn money ? Errors in voucher codes and the blames are on customer?

I have booked a flight from Malaysia to Saudi Arabia with 2 stops .
The first stop was in india and there we will change the airlines to air arabia . The air asia airline refused to let us go to the plane due to visa to india and the waiting time in india was only 4 hours. Furthermore, the air arabia flight we couldn't manage to catch because of the air asia complication. So I hope that a claim happen to the flights in air arabia because it was the previous airlines (air asia) lack of dealing with this kind of problems

Thnk you for your cooperation

My husband and I wanted to go from DPS airport to IKA airport, we used indirect flight. Our first flight was AirAsia from DPS to KUL and the second flight was Mahan from KUL to IKA, but our first flight delayed about 2 hours and then they gave us our luggages after an hour so we lost our second flight and We could not find the second flight tickets so we had to stay in Malaysia for two days and finally bought tickets but they did not accept any responsibility. We had terrible experience

I am flying from OOL to AKL on the 28th June on Flight D7 206. I am flying with my wife and 2 children aged 6 & 8. The airlines random seat allocation policy decided to separate the 4 of us and put my 6 year old daughter on her own when there was a vacant seat available next to her. Instead I had to pay about $20 to move my seat to the one next to her. Under the aviation rules a minor must be accompanied by an adult so how can their system be programmed to allow a 6 year old to be placed on their own. This is either a case of rubbish system programming or a straight up money grab as they know you'll pay to move your seat to look after your own child. AND I'm also separated from my family on the return flight.

I had this all out with the customer service representative over the phone and she just kept reiterating that I could move my seat if I wanted to but it will cost me. She didn't seem phased at all by putting a six year old on her own.

Extremely disappointed with their inability to look after children!

Date of incident - June 15 2018
Flight number - MSNM7K
Passenger Name - Alexandro A Betanzos
Request - Full refund on additional charge

To whom it may concern, my name is Alexandro. I have attempted calling and also talking to AirAsia staff in person and it has all led me here to write this email. On my flight I felt inconveniences I've never dealt with on other airlines. One of the main concerns is an additional stop being added on my flight that was not listed on the itinerary. I have been told that when I bought the ticket the information was written somewhere that there was a stop in Japan on this particular flight. I find it difficult and don't understand why if that is the case it isn't listed as a stop in the itinerary as that is how many people such as myself choose a flight before even getting to purchasing screen. In the future I believe this will be a great convince for any of your customers. When I approached an AirAsia employee in Kuala Lumpur they told me about the stop and said it would be smooth and easy and I might not even have to get off plane since it was the same plane. They did have me get off the plane. As I went to get back on the plane the gate personal stoped me and said they had to check my bags and charge me around $227 American to check my bag and accused me of sneaking my bags on board. Their domineer and accusations felt very unprofessional to me and made me very uncomfortable. When I first got my boarding pass in Bali I asked the women if my bags were ok and she said yes. I continued to go on board my first flight to Kuala Lumpur and my second flight to Osaka with 0 issues of being questioned on my bags. Since I was told at the boarding pass check in my bags were ok and no one else stoped me I had no idea my bags would be an issue. When I was stopped at Japan I was caught off guard and super surprised at their aggressiveness and lack of understanding that I was not only misinformed on how many stops I would have but also that I was allowed to have my bags on board only to find myself in Japan being threatened if I don't pay the fee they would love me in Japan or I had to leave one of my bags. I had no way to pay this fee and had to call me friend in the middle of the night to have him pay for me which was super inconvenient as well. I hope you understand my frustration as I found myself on an extra stop I didn't know I would be taking and also forced to pay a fee that was way more money than I have ever heard of on any other airlines by a lot(I know its your policy but I asked the boarding pass women and she said it was ok I wouldn't have mind paying the normal checked bag fee). I am wanting a full refund of this added charge or at very least the price of bag being checked at boarding pass desk. Thank you for your time and understanding I hope we can make this right.

I am flying from Coolangatta, QLD to Kuala Lumpar on 29th June with my husband and 11 year old daughter. I have asked for special assistance for my daughter who has a disability. I recently logged on to find that our allocated seating arrangements have separated my husband and I from my daughter. I contacted the hotline today, only to be told that I would have to pay for allocated seating if I want to sit with my daughter. I pointed out that this is discrimination against a person with a disability as reasonable actions weren't being taken to provide adequate services for her. However, I was again told that there was no one who could fix my seating and that I would have to pay. I was also told that I could put in a complaint but it may not be resolved by the time we fly out. I have checked seating and there are plenty of seats available for my family to sit together.
I have since contacted the Human Rights Commission and I will be lodging a formal complaint. According to the HRC, reasonable adjustments should be made in order to offer the necessary services to a person with a disability. In this case, I am being told that my husband and I can only sit with our disabled daughter IF we pay. This is unethical and has caused us stress.
I have now paid the additional $ 137.40 because I felt as though I wasn't left an alternative and did not want to risk leaving my daughter alone. I believe this should be reimbursed in full.

I am making a claim from my insurance company concerning the flight delay from kuala lumpur to chiengmai flight details are reservation no: nfgvqb date: 19 jan 2018 flight : ak854 time: 6.15am passenger name: leong may chan. The flight had to stop in bangkok due to "operational reason" and at the airport air asia thailand gave me a certificate of flight delay with the reason "operational reason". Now my insurance company wants details of the "operational reason" so can you check your data and let me know what actually happened on that day and what was the "operational reason" stated in the certificate of flight delay. Thanking you in advance for your quick response

24 June 2018, Airasia FD610 DMK-REP 10:10. We have done the online checked in and arrived the airport 2 hours before departure time but still had to wait in the same line as none check in passengers. the management on this is absolutely a mess, horrible and unprofessional. If you manage to have the online checked in then you should have had the baggage drop off row to flow the que and to provide more the convenience for those who have made the time to do the online check in like other international airlines or a decent and make sense
ones would do. To be an hour on the check in line after did the online checked in just to load the baggage that is not even over weight is such a waste of time and definitely non sense. The ques were horribly long on both row 1 and row2. They were that long that you can see the end of the line is way passed the other row. It's a shame management system of your airline that there is no different from a small local airlines or even much worse than others perhaps.

Thank you for writing to AirAsia and please accept our apologies for late investigate and late reply,

Pertaining to your feedback, please allow us to explain to you that we always do our best to adhere to the published schedule and we are fully aware that retiming disrupts our guests' travel plans but flights are retimed for various reasons where we reasonably consider this to be justified by circumstances beyond our control or for reasons of safety or commercial reasons.

Upon the occurrence of any of Cancellation, Changes of flight Schedules, we will assist guests which are not inconveniences for new flight schedule and we shall have no further liability.

For booking number ZSHR5E, we checked and found that flight FD 3228 was delayed and staff assisted you to move flight free of charge to FD 3211.

Once again apologize for any inconvenience caused. We do hope to have your kind understanding and we are looking forward to serve you in the next opportunity given.

Should you need further assistance, kindly contact us via our AirAsia Customer Support page.

Thank you for your kind choosing AirAsia.

My response back to them
Dear Salita Jongjit,

Thank you for responding back in a timely matter. I must say that I do not understand how Air Asia can justify their decision on this matter and claim that there is no further liability to consider. I have to disagree with this decision and to ask that this issue is looked into again.

If I am correct it looks like Air Asia is claiming any circumstances beyond their control is justified. Any cancellations or change of a flight schedule there is no further liability on behalf of Air Asia. We made no cancellations nor did we change our flight what happened was our flight FD 3228 from Krabi to Bangkok was delayed for 1 1/2 hrs. and that caused us to miss our departing flight from Bangkok to San Francisco. For whatever reason Air Asia changed our flight FD 3228 to FD 3211 why the change of flight, by this time we had already missed our departing flight from Bangkok to San Francisco. I felt there was no purpose for this change we still missed our flight, after all, we were an hour behind schedule when this change was made. I believe this change was to benefit Air Asia after all a cancellation or a change of flight schedule releases them
( Air Asia) from any liabilities. Air Asia knows we did not cancel our flight and we did not request any flight schedule changes. We missed our flight due to a 1 1/2 hr delay on our flight FD 3228 Air Asia Airlines would be liable for any and all our addition charges and that is why they made this flight change. If this flight was available why did they not load up the passengers on from flight FD 3228 the flight that was delayed? If this was done we would have never missed our flight and would not have to book another one and pay an additional $900? each. So I ask again for Air Asia to look into this again for there is only one way to resolve this matter and that is, to be honest, and fair and do what is it that needs to be done and issue the full refund. Take responsibility for the inconveniences and the nightmare Air Asia has brought us on our what is suppose to be a happy time our vacation

I need help can someone please tell me other than customer support and the airline itself is there another place were I can get help.

Email; [protected]@msn.com

To Whom It May Concern

Re: Booking number: KTGZ8R and Booking date: 09 Feb 2018

Dear Sir,

We are TRI DUNG NGUYEN and LINH THAN NGUYEN, who recently flown from Sydney to Jakarta return trip.

The starting flight from Sydney and Jakarta occurred according to the schedule.

However, on the return flight from Jakarta to Kula lumpur (QZ206) the flight was not according to schedule. We arrived at Kula Lumpur very late so we could not catch up on the next flight from Kuala Lumpur to Sydney as planned and as follows:

QZ 206 Jakarta Kula Lumpur
Sat 16 June 2018 Sat 16 June 2018
6.25PM 9.35PM

D7222 Kuala Lumpur Sydney
Sat 16 June 2018 Sun 17 June 2018
11. 40PM 9.50AM

For this reason above, we were required to change to the next flight D7220 to Sydney. As a result, we had to pay an additional amount approximately of $250 for this flight and spent an extra night in the Kula Lumpur airport.

Could you please give us the refund for this amount which we had to pay for new replacement flight which occurred not because of our fault but the delay in the schedule caused by AirAsia's delayed flight from Jakarta to KL airport.

We are regular customers of Air Asia. We hope that you would understand our genuine request.

Best wishes,

TRI DUNG NGUYEN
LINH THAN NGUYEN

I can't belive I am having to write to you again regarding this matter. It has been over a month since I wrote to you notifying you about the issue I had at check in. I have heard nothing from AirAsia and this is completely unacceptable. As someone who works in the travel industry I am astonished that you treat your customers like this. Your ground team in the airport said there wasn't nothing they could do about the issue, which is ridiculous, but they said to contact you. I did, and I have heard nothing still. I have coppied in the original message I sent explaining the problem below. I expect a reply this time.

I am writing to you today very disappointed and angry. When we tried to check in online a few days before our departure to Kaohsiung it wouldn't let us. We were looking at the seats we were given and on our page there was no sign saying it costs to select the seats. We were unsure and thought maybe if we click on 2 new seats it will take us to the next page where it might be explained if we had to pay for our seats or not. Nothing happened and no payment came up. We tried this twice and each time we tried the Website crashed and got stuck on the same page. As this happened we had no confirmation of our seat selection going through, so you would assume we would be in our original allocated seats.

We arrive at the airport to check in (as the online process didn't work for us) and we are told we have an outstanding balance of 73RM to pay for our seat selection. This was very confusing. After explaining to the check in counter what had happened and that we didn't want to pay for our seats she was very unhelpful and said there was nothing she could do.

I'm angry because firstly on your website there was no sign saying it costs to change the seats - if we had of known this we wouldn't have even tried to select seats to see if there was a price.

Secondly I'm angry because the website crashed on us, twice and wouldn't let us check in. So why on earth would we think the seat selection would have gone though, let alone charged us.

Thirdly your customer service centre at the airport said that IT tried to call me, I am greatful for that, but the number I used to book with is my English number, as I am currently in Malaysia I am using a Malaysian sim. So the call would not have gone though. But that's not the issue. The issue is all previous contact to me has been done via email also. Yet I recived NO email saying that we had selected our seats and NO email saying that I had an outstanding balance to pay.

You can see why I am frustrated and disappointed with AirAsia. The amount I have had to pay for a seat selection I didn't want and didn't choose is absurd. I'm extremely disappointed and would like someone to contact me about the matter via email:

[protected]@hotmail.co.uk

Thank you

Ben

Name AR Hariharan AS Ramaswamy Iyer
Booking No IKDVTV
Booking Date 1 May 2018
Flights Details AK 39 KL-Kochi
AK 38 Kochi-KL

The vegetarian food which i ordered online was horrible both ways.
Another thing i noticed is that there are passengers who put their bags on the first available space above the seats as they get into the aircraft and then walk to their seats which could be further back. I paid extra for Hot Seats but i have no space to put my bags above my seat allocation. The cabin crew must ensure that the passengers are only allowed to put their bags above their allotted seats and not anywhere they please.

Too much bad experience from the Air asia guy at the bag check in counter
1)rude behaviour while talking
2)misguided about the vat refund process
3) my check in baggage which i carried in many countries he tooked out because of very little differnce in size
I was travelling from HO CHI MINH CITY on 29june2018 to bangkok where this guy was at the check in counter
I travelled wit the same fight on 15 nune 2018
I also occurred many difficulties from new delhi (INDIA) to Goa (INDAI ) in January 2108
Am really disappointed with AIR ASIA an hence from nowdays will not recommended to amyone to fly on AIR ASIA
THANKS FOR MY DISASTER EXPERIENCE

iam comming from trz to kul my luggage is missing in kuala lumpur airport
next i report airasia luggage deportment he say trace your luggage and send your house for 3 days only i waite 1 weake not comming next i call airasia office he say your luggage i dont know your luggage so you apply refount and get money so i apply he say 6or 7 weak crited to your account but 3 month after i call airasia i dont know
my report id BAHUL18A01268
MY EMAIL asraf.[protected]@gmail.com

I have just wait for a long time, just to figure out what i suppose to do.
But just after a few conversation, and i havent done asking, they just type "is there anything i can help you" and just hang up on me.

As you my see at the picture, i already successfully reply my question, after the connection cut off, i cant send anymore reply. So i technically have summit my problem before the connection cut off.

And the most annoying part is they can see whether i am typing or not!
How can you just hang up someone is typing! The whole reason you can see i am typing is to let you know i am replying!

I am so anxious right now, i have an issue that havent been solve, and a very bad mood to accompany with it!

Good Morning,

I am supposed to fly to osaka on flight D7 532 at 1:55am 19 Jun 2018.
However, due to the safety alert from earthquake that occured in Osaka yesterday morning and today, I am unable to take the journey.
I have tried contacting AirAsia Customer Support using emails ( 6 cases), calls to hotline number (no answers), livechat and even resorting to twitter. Unfortunately the matter is still not settled.

Please advise on how to cancel the flight booking and i would like a refund. Apart from the flight tickets and taxes, I've also bought baggages, meals, seats and duty free merchandise on Rokki scheduled to be delivered on board.

The following are my booking details:
Booking #: ZU13YK
Outgoing flight: KUL-KIX, D7 532, 19 June 2018
Incoming flight: KIX-KUL, D7 537, 25 June 2018

I'd appreciate a speedy response and assistance from Air Asia on settling this matter as the state in Osaka right now is dire with no gas, clean water and little electricity making it impossible to travel to.

Thank you,
Ms. Samsuni

My wife and i are travelling from Bali to Seoul and have a 7 hour stopover at KLIA2 from 01:00 to 07:00. We decided to use the services of the Red Lounge for the cost of 138 rm.
After booking in the lounge we were surprised to see that there was virtually no food. Just a bowl of steamed rice and dry muffins. After complaining to the reception we were told the food didn't come out till 06:00 and we should come back then. This was useless to us as our plane would be boarding soon after that. When we booked this service with you people no where were we warned that no food would be available early in the day. We think we have been seriously misled by Air Asia.
As regular flyers with Air Asia we believe you should be informed of whats going on and attend to the poor customer service.
Will look forward to hearing your resonsBig Member Paul Stockton [protected]@bigpond.com