AirAsia
Reviews and Complaints

I am lodging a formal complaint about the upgrade pass, they are a scam and air Asia and optiontown set these up so that they 'double dip'. I will try to explain...I have been volunteering/working in South East Asia for 6 years and needed to return home to Aust 2-3 times a year. I first bought the upgrade pass in 2015 via Air Asia site and I purchased 6 upgrades to business class for more than the amount if you go directly to optiontown and request a non guaranteed upgrade but I thought the guaranteed one was worth the extra money. I simply had to directly book a business class seat. Then in 2016 when my pass expired I again went on the Air Asia site and purchased another 6 upgrades. What didn't state (or very cleverly hidden) is that the pass did no longer quarantee an upgrade, in fact it is totally useless as you are required to book an economy seat and then go onto the optiontown site and request an upgrade. So I paid a higher price and had almost no chance of getting an upgrade. This is because Air Asia has already sold a huge number of these passes and has already obtained that money. So then IF any business class seats are left, they heavily discount them. So for my new upgrade pass I received absolutely no upgrades. I even went on line and saw that there was only 1 business class seat left on a flight and although I had the pass, I paid the heavily discounted extra price of $800 so I could receive the seat. I then made a complaint and was told the pass could be extended, but this was a 1 off for 3 months only, and sure enough I didn't receive an upgrade during this time. In short, it's a scam where Air Asia double dips and Optiontown is well aware of it. I only received 'credits' and did not get my money refunded as other optiontown customers receive so I would have been better off not purchasing the pass but taken my luck and just try as a one off on the optiontown site, whereby if didnt receive the upgrade they at least refund your money. As I said the 'credits' and short extension are useless as I can you never use in the limited time period. I wish to have my pass refunded.

I called the hotline as I made a flight booking with an email confirmation/travel itinerary that contained 2 different names, which my name is in the heading but it was another name in the "add on" section.

Instead of helping me, the call centre staff Mr Richard Wong interrogated me in an extremely rude manner, in a very rough and uncultured tone. He also accused me multiple times, in a very firm tone, for making the mistake of entering the wrong name in the booking when I repeatedly mentioned I did not do so and there were system issues. He then kept on saying I would have to pay for a new flight.

I felt helpless as I was confused and trying to 1) find out which name the flight is reserved under, 2) what options I have if the flight is not under my name.

I recall during my booking the AirAsia website was not stable and there were pages I had to go back and forth to load properly. I also have a screenshot of the website saying "access is denied".

I had to end the call as it was not going anywhere and I was feeling harassed and stressed out speaking to Richard Wong.

We had booked a flight from bali - dps to cebu ceb on 20th december 2016, for the travel date 6th april 2017. Flight number qz550 leaving bali dps at 6:00am, arriving in kuala lumpur at 9:00am and getting the connecting flight z27111 to cebu ceb at 11:20 and arriving 15:30. Airasia had then moved the flight qz550 to 7:00am, which we checked in for online. Once we get to the airport and luggage drop counter, the member of staff tells us that our flight has been moved to 7th april at 6:25pm with a 13 hour 55 minute wait at kuala lumpur airport to then get the 11:20am flight on the saturday 8th april. (Totalling 20 hours 55mins travel, 12 hours longer than we had pre booked). We were told this was what we had to now do because of the amount of time to get our connecting flight. The flight we first booked had given us 2 hours 20 minutes, airasia then delayed the flight by 1 hour. We strongly believe that if airasia wanted to make the connection between the two flights, it could be done. There was 1 hour 20 minute stop over in kuala lumpur, we were informed that an airasia manager only the day before had let two people on a delayed flight, with only a 30 minute stop over. Due to them not making the connection the manager working yesterday was given a warning. The manager working today therefore said he did not want to risk sending us in case we couldn't make the connection even though we had 50 minutes more than the couple yesterday. We had no notice of this until getting to the airport at 5:00am on the 6th april. We have had to cancel two nights in a hotel in cebu (Totalling £91.11) and pay for another night in bali, also taxi money to and from the airport. We have also lost two days of our trip and feel like we have been totally messed around, and as mentioned above the worst thing about all this, that if airasia wanted to make this happen they could have.

I was hardly get InTo the chat, finally when I got in, the first customer care was ok until I ask him/her a question about transit baggage, he/she doesn't know what I mean at the first time and I did explain. Then, he/she got no any response AT ALL until the live chat gone off because the chat was hold on so long ! I start the chat again and it make me waited another half an hour, that's fine . I waited and FINALLY AGAIN I got into the chat, I was asking the same question and I told him/her I would exit the immigration during my transit which I have search a lot of forum that saying we could exit the immigration, and she/he replied me that saying I'm having a fly-thru ticket and I'm NOT ABLE to exit immigration! Wtf was that?! Or he/she just didn't want to check for a proper answer and just saying we cant checkout, at first I thought what she/he meant that I have to transit visa so I can't exit, I told her/him I'm a Malaysian why am I not able to exit, and she/he just replied that the custom are not allow to not AirAsia rules and also not be cause of nationality. What can I say?
I still got 3 upcoming flights with AirAsia and that will be my last flight with AirAsia, it's sucks ! Pissed me off !

As a regular flyer of the Hong Kong to Chiang Mai route this morning I was disappointed by the quality of service provided. This flight I brought 2 boxes of toys for the local kids and as I couldn't book more than 40kgs of luggage online, I asked the check in staff if they could be accommodating on the excess luggage charge and allow me 3kgs over the 40 and I will pay the balance just under 1000HKD. The answer was no and I was charged full rate and after speaking with the manager Mr Bruce Yin who was just as rude I decided that this is the last Air Asia flight I take. There are 2 other airlines that fly the same route. For 250HKD you lost a regular customer.

Dear Air Asia

My name is Robin Setiawan, one of your passenger for connected flight Jakarta - Kuala Lumpur - Haneda on 2 April 2017, Booking Code : DMF57X.

As far as I am happy to fly with you, but this time I need to address a complaint. I flied from Jakarta to Haneda for business purpose and I put all of my busines clothes in my luggage. I bought a connected flight and expected not to do a re check
in again in transfer airport in KL.

When I was checking in Jakarta, I had asked one of your officer in baggage cek in counter whether I need to do a re check in for my luggage in transfer airport in KL, they answered I do not need to do it because my booking flight was connected flight. When I arrive in KL, I check again with your steward do I need to recheck in my baggage, they said I don't need to do it because my flight eas connected flight. But when I arrived in Haneda on 2nd April in the midnight, I couldn't found my luggage in the baggage service in the airport. Then I sent an email to your baggage service And it turned out that my bag was left in KL. And it will be delivered to my hotel on 4th at evening. All my business clothes was in that Bag and I need to do the meeting on 3rd in the afternoon and also the 4th in the morning. So I need to spent more money, buying some new clothes because it will be no way I am wearing the same clothes for my business meeting and spent more than 20000 yen for the new business clothes because of your unprofessional baggage service.

I fly with you several time, and this was the first time I booked a connected flight. And I am really upset for this problem. Actually my luggage has arrived, but I am just feeling sad for the financial damage that was caused by this problem.

I hope you can find the solution for the financial damaged that was caused by this problem. I will fly again to Jakarta, next tuesday in the midnight and hoping thatu I wouldn't experienced the same thing. I will re check in my Luggage in KL of course.

Regards
Robin

I have contacted Air Asia since April, 2015 regarding a refund for cancelled flights. Refund of $1252 was processed to the credit card used to purchase the airfares but by the time Air Asia processed the refund the credit card was cancelled. I have submitted several eform online, contacted the staff at Melbourne airport and called AirAsiaX service centre many times. The last advice from AirAsia customer service consultant was to get a letter from the bank stating money was never received which I have. But I have tried to upload the document to AirAsia on eforms several times. The eform seems to process and I get a message 'Thank you' after selecting the submit button. But it ails as I never receive an Air Asia CAS number so I start the investigation.

The original flight details has changed when i was navigating their mobile apps. I was trying to book another flight and only to found out my confirm booking was modified. I called the hotline and they're charging for me for the modification that I wasn't intended to do. They were insisting that I modified it, but told them and challenge them to just return it to original schedule as I dont really have any intention of changing it, yet they didnt do anything and continue charging me. They are not as good when it comes to customer handling resolution. So dissapointed, the rebooking fee was applied in me and the amended date on the ticket is not my preferred at all as everything has been suddenly changed. And it was all or nothing, pay to use the ticket or not pay and the paid inital booking will just get forfeit.

To whom it may concerns,

My name is Leung Po Shan and I took the flight FD 515 from Chiangmai to Hong Kong at 6am on 4th April 2017.

As a frequent flyer of Air Asia, I would like to express my feeling about the poor arrangements and service of Air Asia at the Chiangmai International Airport, especially the staff at the Premium Flex counter, although I am not sure her name as the pass shown in Thai but I believe that you can help to find it out.

Firstly, there were only 3 counters (Premium Flex, International & Bag drop) for the full flight is definitely not enough. Everyone needs to run to the custom, tax refund counter and the gate while all passengers arrived at the counter before 60 minutes departure time.

Secondly, the staff at the Premium Flex counter did not help any other passengers at all until 5:30am when the gate is about to close in 10 minutes but there were still more than 10 customers waiting at the counters. I totally understand that the Premium Flex counter might only serve the Premium customers but I would like to ask how many Premium customers would be for a budget airline? Do they really need to wait until last minute to help other "low fare" customers and also sitting there watching other ground crews were working so hard to help mostly all flight passengers?

Furthermore, I tried to seek help at the Premium counter while there was no one waiting for check-in around 5:10am but of course got rejected by your unfriendly staff who was working at the Premium counter but sarcastically did the check-in at last minute for us at the end. If I were a Premium Flex or members, I would be absolutely disappointed to have this staff who is totally unqualified to serve at the Premium counter as she is not considerate or even have common sense to think that all passengers needs to go through the scan check, custom, tax refund office, the boarding gate or even the service desk to pay for excess luggages and most importantly the flight won't wait for anyone.

At last but not least, I think the staff at the Premium counter was really selfish to only get her job done and dose not care about other passengers and her ground crew team except those few Premium Flex customers who already checked in.

I hope that Air Asia would follow up this case as I really wish your airline to be better and at least up to standard for not just make everyone can fly but also make everyone not worry and hurry before flying. Thank you!

Best Regards,
Leung Po Shan

Been trying to change my booking for a week, when I look at the proces its around 300$ then when you want to change it doubles. I have gotten no other explanation then that "it depends on availability" though same thing still happens now. Only received one answer while Ive emailed them twice, tried the live chat once, it was shut down by customer care and they blocked me.

We were already in line for about an hour just to drop a baggage but as we were going to be called up next your staff told us to move to a different counter because she want to close the line and then only put up the closed sign without saying sorry at all. Bad service. Counter v2. Time 4.15pm. 3/4/17. KLIA2. N now we hv to long que again n wait for another half and hour or an hours.

I booked a flight on April 2nd (#VC768B)
I was charged for baggage when I do not have any. I was never able to modify my booking accordingly. I was never able to reach for customer service by phone, live chat, e-form, or twitter. My questions were never answered.
I was charged more than the amount on my bill for the flights and I was charged for add-ons I never requested (4 times luggages when I only have carry-on.)
I ended up paying way too much for things I did not request and would like to be refunded for the luggages I do not have.

Being an adverse Travellers, I was really humiliated by a staff today asking to check my bank records even after I have given him my return ticket. And to make matters worse even immigration of this country's don't subject people to this level of harassment
Train your staff that just because people hold an African passport, doesn't make them immigrants- Je could easily check my passport to see the places i have been- it got one page left only coz its full

Airasia in Malaysia/ they were too slow in check in our passeports and because of that we missed our flight and no one is responsible to answer us. We had flight card and no one paged us on that special part. I think it's their policy to miss passengers because they can get double money . They said we had punishment for ur missing and the price of one way flight was exactly the same with two way. I've heard that airasia miss so many passengers . It's a negative point for this airline.

1. flight rescheduled on a different day, in fact three days after, even though air asia has several flights on march 27.

2. case acknowledgement - cas-[protected]-b9zkm6 crm:0001847;
Case acknowledgement - cas-[protected]-2g1bxy crm:0001635
Case acknowledgement - cas-[protected]-k2k0yr crm:0001494
Case acknowledgement - cas-[protected]-3p2lbk crm:0001337

Not resolved or addressed.

3. no communication was made via email, even though they have email id) to understand whether the rescheduling is okay with me or not. it was informed that my number will not work outside india. worst customer care misbehaved...

3. it takes three hours to reach customer care.. it spoiled my important business trip.

4. no compensation offered for delaying flight by three days.

5. I was forced to cancel ticket as I was not in a position to wait three days.

6. refund for cancellation was not made yet.

7. compensation for reschedule and harassment are not provided yet.

8. property irregularity report (pir) from the airline authorities clearly stating the reason for delay/cancellation is not provided.in absence of which I cannot get any insured amount. also, air asia's insurance partner says "cancellation of the trip either wholly or in part done at the instance of the common carrier or by the travel agent." -

9. it appears that this reschedule is a fault of air asia and insurance company will not compensate my re-booking fee / cost in re-booking and all. so air asia must compensate my loss...

I have had the worst experience of my life with you Air Asia. First you have misplaced my luggage and after so much follow ups you gave me back my luggage with no valuables in it.

Literally you guys are the worst I have ever traveled with.

Some one called Deepa from Delhi airport has charged me for over weight and I have paid extra for that also.

Can you guys please let me get my valuables back since CCTV is everywhere you guys can track it down.

All the travel history is attached.

Regards

Bidisha Saikia.

31/3/2017

2.20pm

live chart with michell

can't even solve my problem for this, i just want to re-issue my luggage payment and withdrawal for my currently status, the system cant debit my credit card and now i'm going to repurchase for this, why can't solve for me, the services need to improve as i wait for 45minute and the conversation only at 10 minute, really poor in services.

Date of the incident : 26 march 2017, thursday 2017
Flight details: tawau - kota kinabalu
Booking number: jll5yq
Ak 6261, [protected] hrs

It’s not funny when my mother's bag gets bashed about by airasia crew and the luggage get broken, but it is amusing that people are still shocked.

And the only thing that amazes me is that anyone wanting to keep their job is still stupid enough to do it in plain sight.

Please explain for the bad service and compensate on the luggage even fragile sticker sticked.

Hi im gurmeet singh from karnal i have a compaint against nitin sharma & anuradha. My sisters n me was traveling to goa from delhi by air asia and we got the boradings passes but bfore flight they did not allow us to board the plane and moreover they wer only doing argument.. we requested them a lot but they dint allow us and they dint refund ticket charges and meal charges so here is my requst to kindly look up for this and rivert back as soon a s possible
Thanks & regards
Guemeet singh

I booked a ticket via the AirAsia website on Sunday, March 26th. During my booking, the website kicked me off and reset. When we reloaded the page and proceeded in our order the website did not respond but then processed our tickets but for incorrect dates that were not entered by us. I followed up with AirAsia and entered a complaint. They stated that their website did not have an error and were unwilling to change the dates of my ticket without a fee.

They were also unwilling to allow me to talk to a manager. The were very rude on the phone and insisted that it had not been their error and we would have to pay for the change.

We have flown Air Asia over 20 times to numerous destinations. However we are very displeased with the customer service that we are receiving. After this experience we would not recommend flying Air Asia to anyone.