AirAsia
Reviews and Complaints

Yesterday, i have already checked in via airaisa app so i was about to drop off our check in baggage but rude things happen. i have my senior citizen mother who is with me. (1 check-in baggage (20kls), 2 cabin bags (2 x 7kgs)

*we we're in line but she took the bag of a guy before us who's not in line.*

1. they weigh my check-in baggage and it is only 16.5 kilos.

2. they weigh my mothers cabin bag which is 6 kls.

3. they weigh my cabin bag and weighs 8.8 kilos, i asked in a nice way kf i can just offset the 1.8 kilos to my check in baggage. the girl said NO. so i opened my luggage, the only thing that is inside was my laptop and my jewelry box. they also weigh in my sling bag which is just my phone, cards and sanitizer.

4. the lady said i need to transfer some of my things inside my check in baggae so i did that.

5. when i transferred things, my cabin baggage now is just 7.8 kilos and SHE SAID I STILL NEED TO REMOVE, and need to be 7 kls only. if i cant do it, I NEED TO BUY EXTRA BAGGAGE FOR THAT. that is what she said.

6. i did what they asked me and TO MY SURPRISE, when they weigh in my things again before entering the boarding lounge, it is just 11KGS! 11KGS!

7. my main concern here, is that the weighing scheme is not VERY consistent, super rude service crew, and most of all the consideration that i have a senior citizen, i just sliipped what she did to my mother but i hope i can have outcome here.

I booked 8 Flight tickets but on 6 of them the passenger country of origin is wrong. I have been trying to change it for ever. You can't speak to an agent. Can't get hold of anyone on any number provided on AIRASIA site. No email seems to be answered. "Bo" the AIRASIA assistant is useless. The AIRASIA APP is absolutely the worse APP in the world to work with.

This happened during the 4pm flight from Bali to KL on 12 March 2023.

1) I was seated by the window at the emergency exit row. The flight attendant (Anastasia) saw my small sling bag on the empty seat in the middle & told me to put it in the compartment (which I did, after understanding why I had to). She was authoritative & unfriendly.

2) Then came a passenger who had the aisle seat. A couple of the flight attendants almost went gaga when they saw her (including A). This passenger got special treatment & seemed quite entitled:

- She treated the empty middle seat like it was hers (placed her big handbag on it after take off, used the table).

- Shut the window even though I had the window seat (I paid extra for it).

- Before landing, A saw her handbag on the middle seat, rushed to give me an order because she thought it was mine. When this passenger mentioned it was her bag, the flight attendant felt embarrassed & laughed (did NOTHING about it).

- The woman was also allowed to use her tab until touch down (she was watching a movie/show).

I don't care if this passenger owns the plane or company. The same rules should apply to everyone. I also didn't fly for free, so some friendliness & respect should have been given.

at my flight ticket tnc its shows we can check in 45 minutes before boarding. my flight 7am but i reached there 6am i try kiosk machine and it was not functioning so i head up to check in counter. but after i queue they tell me u need to buy a tickerat another counter and it was open at 8am. i spend a lot of time queue for kiosk machine queue for counter but at last they said the counter was closed and u cant check in u need to buy a new ticket. is super rediculos that i was there flight not come yet but i just standing there and cant check in. is this why airasia choose gtr person for？really done a good job and they use very rude language to tell me and others same issue customer. and so on they dont even can speak english. is this the requirement of your staff？when i tell them that i want to see their supervisor but they dont dare to. they keep telling me no and supervisor will tell me the same thing. i hope airasia can give me an explaination and resolution for this. thank you

Your customer service at Langkawi Airport is very helpful to help me to write an official complaint (Case No. [protected]) but to my disappointment until today nobody from Air Asia had revert to my email. I also tried to use the apps but it was ridiculous by giving the case no, flight no, booking no, my details it still cannot give any answer to my enquiry.

it has been more than 7 days from the date of the incident so i guess i might take another maybe months or years to get a respond for your company maybe because i was not connected to some big shot.

SO THEREFORE I WILL BE WAITING UNTIL THIS WEDNESDAY @ 15 MARCH 2023 SO IF I DONT HEAR ANYTHING FROM YOUR COMPANY I WILL FIND ANOTHER WAY TO GET THIS SETTLEMENT.

YOUR FRUSTRATED CUSTOMER.

EN AMY MOKHAZAM BIN MOHAMAD

EMAIL : [protected]@gmail.com

HP : [protected]

I had the occasion to book a flight with Air Asia via booking number M9JD3X and the return flight Z2 713 Saturday 4th march 2023, this flight was delayed by over 2 hours. During this time in the airport Air Asia did not inform the passengers what was going on until the last minute on everything aligned to this flight. I was travelling with a 3yr old and we should have had advance notice of this delay so we could manage her feeding, drinking and toilet requirements, but due to the unprofessional way in which Air Asia dealt with this delay we ended up not being able to feed and give her water as the vendors at the airport closed their businesses. Air Asia not only did not supply information but did not care for the welfare of their passengers by providing or offering food and drinks during the delay. To make matters worse when they were ready to board at a nano second notice to everyone they managed to delay the process further by putting an unhelpful staff member in the door way who further was rude to passengers and barred their way to getting onto the plane faster ( in other words he was a dick of the highest order and should be sack immediately).

I am a British citizen and I am not used to such unprofessional airlines companies who provide such a shoddy service and without customer satisfaction .

On 3rd March after I made a booking for a flight from SINGAPORE to Vietnam (SGN) for 17th and return on 19th March 2023 for me and my friend. I made it on the airasia app for VietJet air. At first the credit card was charged normally and I saw the booking went through. I even managed to download the receipt of my booking! A few minutes later I saw a reversal charge and I received email from Airasia telling me the booking was a failure.

I made a next booking on the website and it went through. I was charged on my credit card and email came telling me to wait for my eticket. From 3rd March until the time of writing this complaint letter. I never received anything. Only one follow up email which was the day before telling me it was taking longer than expected. I called in to VietJet office in singapore and they verified that they saw my booking BUT it was a zero value booking. Which leads me to think that Airasia did not pay VietJet to release my tickets?

I tried to contact airasia with ALL sorts of methods but All failed and it was wasting all my time trying to connect to a customer service. It seems like the AI chat app wants to hold you waiting forever and when it was my turn it just ignored my messages.

How do I make enquiry and get my ticket ? I have no idea now.

I have paid for flight booking with baggage initially 15kg amounting to RM39.60. Then after a week or so, I want to add my baggage to 20kg (an additional 5kg). But I was being instructed by the website to pay RM30.80 for that - making the total 20kg is RM70.80. I cannot cancel the payment and settle for the initial 15kg as the website says I have to pay otherwise the ticket will be deemed as not complete and cancelled.

Then when I checked the online baggage on separate window for the same flight, the cost of 20kg is just RM50.60!

It is totally ridiculous for a 20kg with RM70.40 when all the while the current payment for 20kg is only RM50.60 as stated in the website. I am totally being ripped-off by AirAsia for this ridiculous fee!

My 3 flights were cancelled and i can't rebook it to another flight because the new fare is too expensve and i can't move it to new dates either because we have other flights from a different airline on the same day. I paid for my flight in a sale price and now they cancelled it for them to change the price higher. How am i supposed to do? i cant afford to pay another fare difference.

Please help me resolve this.

Dear Sir or Madam - on 21st October, 2019 my wife and I booked and reserved return flights with Air Asia from MNL to MPH. Departure scheduled 27th March, 2020. Return 29th March, 2020. Air Asia reference Y2H4SG. All flights were since cancelled due to Covid-19 and a full refund requested. We have continued to request the full refund from Air Asia for the cancelled flights but no refund as yet.

My name is Tai Chun Yip Danny (email address: [protected]@yahoo.com.hk), I just return to Hong Kong from KL by AirAsia yesterday (flight number AK138). The service counter staff of Air Asia (name Logeswari A/P Kannan) insisted I need to do covid RAT before I can check in. I told her Hong Kong never need to do RAT and I nearly travel every week and know that it never required by Hong Kong government. But your staff insist I need to do the test before allowing me to check in, and asked me to go to buy a RAT test kit from the shopping centre. Having arguing for long time in the counter and I certainly refused to do so. Your staff discussed with another staff next to her and then accepted that I don't need to do the test. Then I continue the check-in process, and she asked me to tell her the 'booking number'. I told her that I already gave her my passport, why I need to tell her 'booking number'? I never come across this when I'm using other airline. But she insists very seriously that I need to tell her my booking number, otherwise not allow me to check in. I have no choice but to find back my email to show her the booking number. I am not sure whether it is a stupid procedure of Air Asia or that staff just want to create difficulty to me.

If you company system really so outdated and need the customer to show booking number before checking in. Please kindly tell the customer in advance before they're arriving the check-in counter. If your company system really so outdated again and think that Hong Kong Government need the traveler to do RAT in advance, please clarify with Hong Kong Government and update your system too. This is absolutely a bad experience to me about your service.

27th Feb 2023
Sub: Final Notice Before Legal Proceedings – Urgent Payment required from AirAsia not providing clients
Refund after cancelling/rescheduling the flight by AirAsia
[Reference: P4F7NZ],
Flight cancelled on above PNR during July/Sep 2022 and refund request progressed. Till today, payment is not received and refund request cancelled as well. Unable to reach anyone

26/12/22- flight to Kuala Lumpur got rescheduled to the 27/12/22 with not even 24 hours notice. Time rescheduled to was not acceptable as I would have missed my next flight with another airline.

Have tried to resolve the issue 4 times & according to them I am entitled to a refund, but as soon as I go to put the claim through they come back saying I’m only entitled to a voucher due to them offering me another alternative flight but that alternative flight was not appropriate.

There is no contact number provided to speak to someone. I have tried to resolve this but they keep closing my case. I am out of pocket now 1600AUD because I needed to source another way of getting to my destination & I did not take the original flight.

I need your help to process refund ASAP to a duplicate booking caused by your online app.

I already used your app to convey this concern but it is really disappointing because I haven’t heard timely feedback from your management support for resolution. When I created the booking, I got a payment failed error thus, I created a new one, later when I found out that the initial booking went thru since I got a confirmation email after few hours.

O97ETN – Payment failed, but credit card was charged.

SYK12H – This is the correct booking details.

Please process refund to the recloc O97ETN since this is DUPE booking.

I already tried calling below contacts but I am unable to get thru.

Makati Ground floor Colonnade Residences, 132 C. Palanca Jr. St.

Legaspi Village, Makati City

Philippines

Normal Operation Hour (GMT+08:00):

[protected] (Mon - Fri)

[protected] (Sat)

Tel: (632) [protected]

Pasay T4

Terminal 4, Ninoy Aquino International Airport, Pasay City

Philippines

Office Hours: 0600H -1800H Daily

Tel: (63) [protected]

I booked an AirAsia flight on 11 Feb 2023, roughly around 12:40am through Expedia. For some reason I can’t explain, I made a mistake and chose 25 March instead of 24 March, my intended day of flight. Realising the mistake after receiving the flight confirmation at 12:51am, I called Expedia’s Customer Service. They told me they can’t make any changes on their end because it’s over at AirAsia’s end. They gave me a number to contact Air Asia from 9am–9pm.

I called that number at 9:13am 33 times but nobody picked up. I found instructions on how to change flights on AirAsia’s website and followed it. What wasn't clear was the breakdown of the charges, I only saw one price (like you would when you search for a flight) which I thought was what I needed to pay. No disclaimer or breakdown on the charges at the checkout either.

Only after paying, I found out, I had to pay for both the first and new tickets. I thought I would only pay for the new ticket plus penalties and have my first purchase refunded.

I couldn’t find any AirAsia Customer Service contact so I tried the chatbot which was useless. The options for help were limited and generic. Somehow after spending an hour on it, I stumbled upon an option to chat with a human customer service.

I pleaded my case, pointing out I made a stupid mistake and I changed the flight immediately–9 hours after I bought it. I asked for leniency to not charge any penalties, I’ll top up the difference. The customer service person was cold, rejected my appeal, and cut me off before I could explain more. Her attitude was, your mistake, not my problem. Read the disclaimer.

Isn’t there any grace period or leniency for this kind of mistake and effort to rectify immediately? It’s pretty harsh to treat your customers like that.

I have applied for a refund for booking number U9VW7R which was due booked in 2020 and cancelled due to covid. Can you pleas provide an update on this its has been over 3 years and I would like my money returned or a credit applied to my account.

Flight details were Wed, 11 Nov 2020 QZ 545 from PERTH to DENPASAR

REturn flight Fri, 20 Nov 2020 QZ 534 from denpasar to perth.

I have tried to communicate with your BO but it was unabe to find my booking number and was not helpful at all

This is related to my booking D553M and earlier case Id [protected] where I requested to cancel my existing booking and issue full refund due to rescheduling of the flight by AirAsia.

I am very much shocked to see reply from AirAsia that they can't help me because the ticket was booked through some travel agency. The same thing was conveyed to me during online chat with AVA.

But kindly note that I have booked the ticket through AirAsia Website. The payment was also debited from my credit card (ending with 2001) in favor of AirAsia.com. I am also attaching my credit card statement as proof of the same. You may kindly check the debit entry of INR 4307.24 dated 21 January 2023 in favor of AirAsia.com Kuala Lumpur. Further, I received the booking confirmation from AirAsia from its email id [protected]@booking.airasia.com (and not from any travel agency).

In their reply AirAsia advised me to contact kiwi.com. First time I heard about kiwi.com. Further no booking could be retrieved on kiwi.com

Can AirAsia please disclose the name of travel agency along with its contact details through which my ticket was booked according to AirAsia?

It seems Air Asia is a total fraud company who doesn’t have any customer care contact number or email. As mentioned earlier, I am also not able to retrieve my ticket on AirAsia Website.

Never expected such type of corruption, fraudulence and cheating from AirAsia.

Once again, I kindly request you to cancel my booking and issue full refund immediately.

Dr. Sanyog Jain

Mobile: +91 [protected]

Email: [protected]@niper.ac.in

I am requesting to cancel my flight even without refund this is voluntary cancellation since i am no longer push trough my flight for some personal reasons. I tried using BO but its useless he cannot help me with my request.

Kindly cancel my booking now.

Details as follow:

1.Confirmation:P52CQM

Passengers name: Belono/ Kristen Anne, Belono, Alyssa Mari, Belono Alexis Maica

2. Confirmation Number: S8UUKN

Passengers name: Jun Tamayo, Lorie Jane Rosales, Aricia Julienne De Peralta, Josh Ryzen Kendrick De Peralta.

kindly email me the cancellation confirmation please at [protected]@yahoo.com

Thank you.

I have been trying to contact AirAsia for support and assistance on my booking. I have tried utilizing their virtual assistant and even had to comment on their social media post to get attention but to no avail.

I booked a flight for my Lola going to Puerto Prinsesa worth P 10,694.68 for two people. I tried changing the date to March 13-18 instead of Feb 13-18 and their online site is asking for additional of P 4,409.60 on top of the first payment I already made.

However, when I try to make a new booking for the same date it will only cost me P 6, 738.08 for the same exact flight and my Lola's senior citizen discount is not even applied yet, as well as the processing fee of more than P1,000. Which is much lower from the initial payment that we already made.

I am happy to pay the difference if the cost of the flight is truly higher than what we paid but based on what I just saw they are asking us to pay extra for the exact same flight that we're trying to rebook in which is much cheaper than we paid for.

I tried cancelling our booking and convert the payment we made to AirAsia credit instead even if it's not for the full amount we paid for initially but even they can't help me with because the only option I have is the virtual chat assistant which is of no help at all.

I tried reaching out to them multiple times, tried their virtual assistant to get the much-needed help that I need but I am getting nothing. If this is something you can help out with that will be very much appreciated.

If you can help us, get in touch with AirAsia to get this sorted that would be perfect or any way you can help to get this issue resolved.

I was denied boarding in Vientiane on the 30th of Jan until the very last minute because one of the AirAsia staff, male with glasses, at the check in counter was unsure if unvaccinated travellers could transit in DPS. After waiting for over an hour at the check in counter I was told I could not board the flight as unvaccinated travellers with only carry on luggage could not transit in DPS. This was quite stressful for my son and I and my wife also became quite upset as I had never been denied boarding due to being unvaccinated and transiting with just carry on luggage. I tried to explain that Bangkok, Singapore and KL have no problems doing this and could not see why DPS would be any different. About 5 minutes before departure another AirAsia check in counter staff member, female this time, then told me that I could board so my son and I had to then run to get our boarding passes, then race through immigration and security and board the plane. I was lucky to get onto the plane but I don't think staff in Vientiane understand that passengers with only carry on luggage can transit without having to prove any vaccination status in DPS. When I got to DPS I had already electronically checked in and had no problems going through transit security without anyone asking about my vaccination status.

This whole ordeal put a great deal of unnecessary stress on my family and I was unhappy that I was unable to sit and relax with them before departure especially considering I won't be seeing my wife and two year old daughter for 10 weeks. It is hard enough taking your 6 year old son to another country for school and then almost being denied boarding and having to race through the airport to make the flight.

I can't believe that AirAsia staff in Vientiane do not understand that there are no COVID checks for travellers who are just transiting and only have carry on luggage. The male AirAsia staff member new that I had a connecting flight as I showed him my ongoing flight from DPS to PER, but still insisted I could not transit. I also assume that if I was denied boarding that I would have lost my booking and would not have been able to get any refund without a lengthy legal battle to be refunded if they were actually wrong which in this case I believe the AirAsia staff in Vientiane were.