AirAsia
Reviews and Complaints

I had booked 2 tickets from bangkok to phuket for nov 2015 but when I got the ticket it was for the month of september, I had filled some 10 e forms, wrote to the nodal officer followed u p for 15 days still no positive response. Is 5 k such a big amount for a brand like air asia, is 5 k is more than the customer satisfaction for you guys?
I asked for the refund, you straight away said no for it, when I said ok I will pay the fare difference you can change t he dates, I got a response that I have to pay a change fees which is way high than the mrp of the ticket, its really a disappointment from such a brand.
I need help to solve this matter, plz do some thing about it...

I have booked air ticket of your flight bearing pnr number 0i5 bjmpvk on 7th june 16. My wife along with my 3 year old daughter & 1 year old son will be travelling from delhi to goa. Since my wife is travelling alone with infant I have requested your customer care to provide assistant to carry cabin baggage from boarding pass issuing kiosk to aircraft. Your customer care is asking for rs 800 for providing this service. When I have already paid rs 700 for my infant in air ticket why I should pay more amount for this service? All other airlines are providing this service free of cost
Amount of rs 700 which I have paid to you as infant ticket charges should be utilize for providing this service as you are not going to provide any other service to infant neither separate seat will provided to him
If you provide me assistant to carry cabin baggage I will be thankful to you

It really pathetic to write my concerns in mid of night. Am really pissed off first with the baggage handling team at airport and secondly with stupid customer care jokers. These jokers just play with customers by keeping on hold for long duration and finally saying we cant take complaints and u have to use eform. If that was the case why wasting time. Anyways real concern is the sheer stupidity and insensitivity or more appropriate term would be illiteracy of baggage handling team. Which flight carrier puts fragile item in the same belt as normal baggage. That too in a belt where there is a step and baggage's fall from a minimum height of 1 feet. Really is this the way to handle fragile items.

Because of this my marriage photo frames are ruined and I need to get it redone. Its not about money to redo it but the emotions associated with it when u r a recently married couple. Wish I could have never travelled with Air Asia. This is the most illiterate airline services I have ever used.

Not sure if this email would ever see light of day but will definitely spread my review and concerns in all possible social media.

Pathetic pathetic pathetic services for fragile baggage. Never ever travel with Air Asia. Really insensitive humans.

Note: The flight was I5 1457 from Vizag to Bengaluru on 27th April 2016 18:35 PM.

13th April 2016
-Today I was checked my air ticket confirmation that booked at 23th September 2015, Air Asia Flight from Malaysia to Philippine two-way ticket will be delaying, but Air Asia Company did not inform me. When calling to the service center, they are ignored my complain. There another two week will be the actual day to start my journey to Philippine. All the transportation and hotel I'm already booked, in this incident will cost me extra expenses of accommodation.
-I would like to request Air Asia Company solve this problem within one week, and either get me back the flight on time without delaying or paying back the extra expenses of accommodation.

PNR: II35TN

I would just like to describe my ordeal travelling with your airline with a broken leg which happened on 12/03/16 while holidaying in Sapa & had my leg in plaster but was in lot of pain. I know you are a budget airline & would have no problem travelling with you if I wasn't handicapped.
I had no problem at all travelling back with the internal airline Vietjet Air, from Ha Noi to Ho Chi Minh with my broken leg. Their staff were really good and very understanding and caring.When I told them that I had a broken leg they changed mine & my friends travelling with me, boarding passes even though they had already issued them they took them back & gave us seats closer to the door, so that I didn't have to walk too much. They also put our hand luggage in the hold without us asking them to do so because they knew I wouldn't be able to manage with my broken leg. And when I asked them for a wheelchair they were very obliging. They also had a wheelchair ready for me when we landed at Ho Chi Minh city. The wheelchair assistant was very good and very efficient, he pushed me as well as got the trolley and got all our luggage from the belt and took me right to the transfer car which was waiting outside. He also helped to load all the suitcases into the car and had very pleasant manners. And they didn't even charge me for all that service and were very kind, understanding and caring.
But I was really shocked by your services. When I went and checked in at Ho Chi Minh city T2 to fly back to Sydney, Australia via Kuala Lumpur (KL) flight AK 523 on 19th of March, your staff were very rude and had no compassion.
We were very early at the check in counter, the counters were not even opened and were 2nd/3rd in the queue. Even after telling them I had a broken foot they gave me seat 26 and only when I requested and insisted for a seat closer to the door they gave me seat 7. When I requested for a wheelchair they said that I would have to pay a charge of US $20/-. They said that the wheelchair was free at Ho Chi Minh airport but had to pay to have one at Kuala Lumpur airport. And when questioned why they said it was the airport policy over there. Then they wouldn't even give me time to think, they were rushing me and asking do you want it or not. I had no choice but pay for it because I was in a lot of pain and couldn't walk. When I requested them if they could put my hand luggage in the hold they refused and said that wasn't their policy. I know it isn't your policy in normal circumstances but no compassion for a who is handicapped, I wasn't faking it. They said the wheelchair assistant would assist me with the luggage. But he did not do so and my friend Chi Crosskill who was travelling with me had to drag my bag as well as hers.
When we reached KL I was glad I had booked the wheelchair because it was a long walk from the gate to the main airport. He brought me to the food court to wait there till it was time to board. Then he wanted me to evacuate the wheelchair and sit on the other chairs there as he wanted to take the wheelchair for some other passenger. But I refused because I had paid for it even though had to use it for only couple of hours. I also needed to use it to go to the toilet and see what I would like to eat. He took off then and said would come for me when it was time to board the aircraft. One of my friends pushed me to the toilet and to see what I would like to eat while my other friend looked after the hand luggage which they had refused to put in the hold.
Because your staff at Ho Chi Minh airport said it was the KL airport policy to charge for the wheelchair, I thought I would make sure that was true. So we went and asked the staff at the information desk and she said that wasn't the case. She said that it was the airline that charged and told us to go and talk to the transfer desk of Air Asia. When we went there we couldn't see anyone there because the counter was so high and there were could of closed signs on the far end of the counter. But all your staff was sitting down and busy on their mobiles. We went back to the information desk and said that there was no one there and so she rang them and she said they were there. So we went back again through the security check and only when we went and stood right up to the counter that we could see them. I had to stand up with my broken leg to talk to them. There were four of them and they were very rude and said that it was the policy and couldn't do anything about it. I made a mistake, I should have taken down their names but I am sure you would know who was working at that counter on the 19th of March 2016 at around 9.30 pm (21.00/22.00). While I stood up on my broken leg to speak to them they sat on their bottoms and didn't even have the decency to get up and come around to talk to me so that I could sit on the wheelchair while I spoke to them. They didn't care at all if I was in pain. The only answer they could give was that, that was the policy and just stared at me. When asked to speak to their superiors they said that there was no one there, it was like speaking to a brick wall.
Then the assistant didn't show up when it was time to go to the gate to board the plane. We had to catch hold of another of your staff member to help push me to the gate, my friend couldn't do it because she had to drag the hand luggage. He was very kind and took me to the gate and even took me to the handicapped toilet before boarding.
Once I was on the aircraft I had to walk the whole length of the aircraft because they gave me seat no 46. When I had asked them to change it at Ho Chi Minh, when I had checked in there, they said they couldn't do anything because the aircraft was full. I couldn't believe this because we were very early to check in and were there even before the counters opened and were 2nd in the queue. Is there anything your staff could do for a person who has broken their leg? I am sure someone would have definitely accommodated to give their seat to a handicapped person.
I had to walk the whole length of the aircraft to get to my seat and half way down, walking to my seat I broke down and cried as I was in pain and I couldn't take it any more and no one even cared. I had to lean on the seats along the way and with great difficulty and strength managed to reach to my seat. The air hostess brought me a glass of water because I was distressed. That was the last I saw of them because after that for the whole 8 hour flight not a single soul came to ask me how I was and if I needed anything or even ask if I needed any help to go to the toilet. Once I was dumped on the seat that was it I was dumped there.
When we landed and when all the passengers were gone they brought a cabin wheelchair which was shaky and rickety and bumped side to side on all the seats. Once out of the aircraft they transferred me to another wheel chair. As the assistant was wheeling me to the emigrations, I told her I would like to go to the toilet since I hadn't been to the toilet for over 8 hours. Well she said she was very busy and that if I wanted to do that I would have to do that on my own or my friend would have to do it. My friend said she would do it because she knew I had to go. So she just left us to fend for ourselves. No care and understanding at all for a person with a broken leg who can't look after themselves.
I am sorry for making this complain so late after my travel, I don't even know whether I should even bother wasting my time writing to you. But the reason for the delay is because I had to visit the hospital 3 times, had 4 x-rays taken, had 3 back slabs put on my leg and now finally I have the fiberglass cast put on my leg and had to take too many pain killers and was not in the right frame of mind.
I will definitely be recommending all my friends and family never to travel with Air Asia and will be describing the ordeal I have been with you compared to Vietjet Air. I am complaining so that hoping you would review your policies so that when someone else has a broken leg, they may be looked after better, just like Vietjet Air. Also wondering if I could get any compensation for the poor and horrible service for someone in pain.
I am hoping to hear your explanation as well.
Thanking you in anticipation.

Yours Sincerely,
Marcelin Baptista.

I have buy flight tiket online at 7 April 2016 from kuala lumpur international airport to sibu airport.I also already pay that ticket by credit card amount rm188.90 if i not mistaken for one way tiket.but i do not recieve any email from airasia about my tiket but the payment already minus from my account.

I have a scenario remarkably similar to one below involving AirAsia changing the booked dates during the credit card verification process - specifically Verified by Visa' .
I booked flights for the 28th of July and the 24th August respectively.
The confirmation email arrived showing the dates as 28th April and 24th May. The $169 price on one of the sectors was impossible to buy at that rate at the time I purchased. This has been confirmed twice by chat and by phone call, the price for that sector on the date purchased is $199, and should not have been available at $169. Everyone I have spoken to knows this must be some system glitch. Everyone I spoke to is NOT ALLOWED to contact the technical department under any circumstances. I was assured at 3:20pm an escalation would result in a call by 6pm today. It is now 6:45pm nothing yet. I can't understand why a company is allowed to do business in Australia while enforcing a policy on their support staff that ensures a problem will never be resolved.
Everything to do with the system is untouchable whether it is working or not.
I have tried twice unsuccessfully to send their eform, requested the ability to email my complaint which was denied. It is the eform or nothing whether it is working or not.
I will have to escalate the complaint to government departments namely the Australian Competition and Consumer Comission and/or the Department of Fair Trade
My minuscule shot number is [protected] should AirAsia ever get into the habit of caring about their image, and start treating their cattle with respect, as though we were human.
I guess AirAsia is proud that their internal procedures for resolving technical issues ensures that anyone will only ever go through such a painful process once. After wasting this much time to discover real problems have no solution no one would ever risk booking with them again.
I am now looking for replacement airlines to cover the Malaysia/India sectors I expected to book through AirAsia.
I am expecting this will be a long drawn out tirade, it is sad when a company you rated highly creates a technical problem for you and then continually shows you how company policy decisions are deliberately designed to ensure the customer is denied any chance of a rapid resolution

On 17/03/16 myself Peter Evans and my partner Lorraine Cattran were due to fly from Penang to Kuala Lumpur on Air Asia flight AK 6129 departing 18:35, this was cancelled due, we were told to a defect on the aircraft. A subsequent aircraft was then brought in and the flight time adjusted to 2025hrs. This then did not take off until 2125. This therefore was 2 hours and 50 minutes after the original departure . We then flew to KL and appeared to have missed our landing slot, as we proceeded to circle KL for another 20 minutes, eventually landing at 2220hrs. We then proceeded to baggage reclaim and collected our bags 20 mins later. Our connecting BA flight no. BA 0034 was due for departure at 2345hrs from the international terminal this meant we then had to travel on the KLIA express train to change terminals. By the time we got to the BA check-in desk at 2259hrs it was closed! We spoke to BA ground staff and explained our lengthy delay on Air Asia but they were not willing to let us board the aircraft. We therefore had no alternative but to seek a hotel for the night, we checked into the Seri Raha Hotel in KL some 10 mins from the airport. The cost of this was RM 260( equiv . to £44.83) we have an invoice. In the morning of the 18th March we returned to KL airport, we then attempted to get a flight on BA for this day but was told there was no space left in economy class. So, we attempted other airlines all of which would require a new purchase. The only flight available that day was on Emirates EK347 leaving at 1910hrs stopping at Dubai and onward to London Heathrow, the cost was RM 2162.90 each (total 4325.80 @ 5.8RM to the GBP, equivalent to £745.83.) We therefore feel very strongly that Air Asia have let us down and we should therefore be eligible for a full refund.

Regards,

Peter Evans

On the third of march I booked a flight from krabi to bangkok for thee passengers at the 08.03.2016. For each of us I added an extra piece of luggage up to 15 kg. This auxiliary service also appeared on the bill and also on my master card settlement, which would mean to me that I definitely payed for the extra luggage.
Unfortunately when we arrived at the check-in counter an employee told us that we wouldn't have booked any extra luggage respectively this service wouldn't be lodged at the booking system. Wherefore she sent us to the sales service, but there we were also told, that we would't have booked the additional luggage. When we showed the the booking confirmation email, the employee didn't accept it as a proof for the payment.
We had to discuss for a long time, so that we nearly missed our flight and had to use our backpacks a hand luggage, which means that we had to throw away a majority of our toiletries, besides the stress and anger about this situation a financial annoyance because we had to buy all this stuff again.
The booking number is ak_vy917y
As a result of this inconvenient incidence we would like a financial compensation.

This is my 2nd email where I need 1 of you to immediately revert. I have no response on the last complaint made and this is seriously getting on my nerves. I am sick and tired of calling you all and NONE of you are bothered to revert. Is this how your SICK company functions?

My PNR Number is IELEUZ and I have paid INR 710 for Travel insurance. I need the Policy details and what all is covered as a part of this and also need to know if I am covered for both sides? Every time I call your helpine nos, people hang up and are absolutely incapable of responding to queries. Just now, I spoke to Miss Ritu, who refused to reveal her last name, absoulutely unhelpful and wasnt interested at all. Is this how your company and your staff are? I regret doing a booking with such a pathetic airlines who do not believe in Customer Service. I have been struggling to get a response since the last 20 days now. Ensure I get a reply in the next 24 hours, alternatively, I will publish this across Facebook and other Social Media and will also proceed with the next course of action. Arrange for a call back immediately.

I have booked a flight to Bali today, 01/03/2016 at 10PM for the 22/04/2016. I have gone through the process and was very excited but for some reason when I got the itinerary the date was wrong and end up booked for 02/01/2016. I have called as soon as I got the email and tried everything to change and I saw online that to modify it has to be within 48hours. It may be my fault and it is an honest mistake and I am very sorry. I have spoken to Abby from the Philippines call centre and have advised me these steps. I am willing to pay additional fees to rebook the ticket to the planned date. I am hoping to you will consider my request. I have planned this trip for my daughter's birthday in April and I have ruined it. I have called 3 different offices and no help and even hang up on me!

I'm writing to complaint about my flight to kul (Malaysia) from upg (Indonesia). I booked and purchase one way ticket online on 24 feb 2016 to malaysia for family business, not knowing that now days it's required to have return ticket whatever asean national wishing to travel to another asean country, well that's how they told me at the checking desk. They refused me board for that reason. She (The counter staff) arguing that my passport is new, therefore I need a return ticket. I argued that every passport is official and valid document, it's none of your concern if in malaysia I get refused entry for no return ticket, and if something amiss arise, it's solely between me and malaysian immigration on case per case basis and I believe no such thing as compulsory as return ticket because my sister just traveling there, also me traveling there back and forth on many occasion in the past several months and no one at the immigration asking a return ticket as a prerequisit to enter the country. If it the case, than airasia fails to build an awareness about this issue. It must inform all its asean costumer about this rules before we finalize a purchase - not at the counter. We're as a costumer feeling misled, this is outright cheating. Airasia must pay compensation for the damage. It's not the money, but principle. Before you make everyone fly, make sure everyone fit to fly before cashing in the money.

Our initial departure time from Cebu to Manila was 9:40pm, Feb 19 but it was changed to 11:40pm. To confirm the schedule change that we received from email, I contacted Air Asia customer support and it was confirmed twice that flight Z2 772 was at 11:40pm. With the departure time that we are informed, we checked in at around 10:30pm. When we arrived at the check in counter, it was not informed that the 11:40 pm flight was also cancelled and was moved to a 1am flight.
It is really an inconvenience for me because I should have checked in my daughter to the nearest hotel at the airport with that time of departure for her to take a rest.
When I approach one of the supervisor from Air Asia, no assistance was offered.

Hi,

I am sonia and my air asia big shot id is [protected]
I had booked a flight from new delhi to bengaluru for 17th feb, 2016 through goibibo. The pnr number of my flight booking was lkcgux. But when I reached airport and asked for the boarding pass, I was told that this pnr does not exist in their system and they cannot provide me the boarding pass for this flight. I showed them the ticket and still I got the same reply and I was not allowed to board that flight. I tried to talk to air asia airlines duty manager on the airport. He also behaved irresponsible and did not even talk to us properly.
We then called your customer care and told them of the issue. They said they will get back to us but we did not get any positive reply from them too.
Actually, we were coming from haryana to board the flight from delhi. We thought that we might get late for the flight as all the routes from haryana to delhi were blocked by jats as they are on strike to demand for reservation, so we called your customer care and asked if the flight can be rescheduled for 18th feb morning from 17th feb evening flight.
There was a guy named, varun k, who was helping me find the possibility to do so. He checked and reverted saying that it is possible and i’ll have to pay him 4600 inr which includes the rescheduling charges and the fare difference for the flight to bengaluru on 18th feb 6:05 a. M.
I told him that it is ok and will pay the same amount. Then he asked me to make the payment through air asia portal. When I was doing that I noticed that he has made the booking changes for 20th feb instead of 18th feb. I queried him about the same and he responded that the system took it automatically and he won’t be able to make the booking for 18th feb. We had a little argument over this because I had asked him to check for the next day but he was making a booking for two days later, that too, without even informing me.
After all this argument, I just asked him to cancel my booking if he cannot reschedule it for next day. Again I got a weird response from him, that I should pay him 4600 inr to cancel this booking. Again we had an argument over this, then I asked him to not to do anything. I will see on my own what I have to do with this flight and I thought that i’ll just try to make to the airport on time. (I was not aware that he will not revert whatever he did and he has blocked my current flight.) he also dropped off saying that he cannot help me with anything (He was very rude.).
We then hurried to the airport and reached on time to catch the flight where again there was an issue (The air asia staff told that we had a flight in morning today and we have missed that. This was another weird statement from air asia staff). We showed them our tickets, they told that despite the fact that we have our tickets, they cannot allow us to board the flight as their system is not showing this pnr and they cannot help us any further on this, only customer care can solve the issue.
As told earlier we contacted customer care, talked to 2 -3 executives and their seniors for hours together, but nobody helped us. They also raised their hands and said they cannot help us and we can escalate the issue to whatever level we want. All of them were blowing their own trumpets. At last we had to book a different flight to reach bangalore.

This was our first flight with air asia and had such a devastating experience. We never knew the staff would be so rude and irresponsible for their customers. Just because one of your customer care executive did a blunder, we had to suffer the complete day. We had to spend the complete night at airport. We have wasted 11000 inr for booking the flight again, had to stay at airport for more than half day, reached bangalore at midnight. All because of your careless staff.
We want you to take a strict action against this and as early as possible.

I have booked a ticket from Singapore to Kolkata. The website of air Asia is a mess there customer care is mess there charges are all hidden.I think i will and will advice everyone not to use their services.No office or Number provided for Singapore to contact.Online chat page is another big mess.
Please stop providing your services.

Hi

This is in reference to case number cas-[protected]-bpykk7

"we were supposed to fly to bangalore, india from sydney, australia on the morning of 31st jan (11:55 am) when we receive a message in the morning from air asia saying that our flight (d7 223) had been rescheduled to 4:40 pm from 11:55 am. given this delay, we would have missed our connecting flight ak 53 from kuala lumpur to bangalore. hence, we requested ground staff at sydney airport to give us the next flight details which we would have boarded given we had flown via this delayed flight but they didn't have a clue about it nor about the visa in kuala lumpur, had we decided to stay there. they just told us to board this flight and get down in kuala lumpur and get our luggage and then, we will be told what to do. we had a severely critical meeting on monday morning in bangalore and if we would have missed it, we would have had catastrophic consequences. we kept on asking for the connecting flight details, waiting in queue for couple of hours just to be disappointed by a clueless ground staff who were rude enough to tell us that "flight is going right, what is your concern then". we even checked for available air asia flights from kuala lumpur to bangalore given we board this flight, then, when can we get to bangalore at the earliest, only to find out that next available flight would be tomorrow (1st feb night).
We were deeply hurt by the cluelessness and rude behavior of the ground staff and inaptness of the airline to meet with it's promise to take us to bangalore on 31st. staying one more day outside was not an option as we had to get back to bangalore for the meeting on monday, hence, we asked ground staff to refund our money but they were extremely insensitive about it and simply said no to it. we had to board another flight the same day at an extremely high price due to the irregularities and inaptness of the airline and due to no fault of us."

We had filed for refund 10 days ago and we were informed by automated mailer saying that our query would be responded to in a day but we haven't got anything till now.
We are extremely disappointed at the treatment air asia is handing out to it's customers.

On 10 Feb 2016 at 5:20pm we arrived from Krabi Thailand to Kuala Lumpur with Air Asia. On arrival we proceeded to immigration clearance and to our surprise we spent over two hours to be be cleared. Yes, there were alot of people arriving at that time, but the immigration officers took a hopeless attitude for people coming to their country to spend money and provoked frustration and anger to all the people waiting to be cleared.

The immigration booths were quite a number but only two or three officers were on deck, the rest were chatting and laughing among themselves. It looks like there was a senior officer among them who did not take on his responsibility and partake on the discussion with his staff oblivion to the number of people waiting.

We find this high disrespectful and a lack of understanding on behalf of these officers that these foreigners are coming to Malaysia spend their money and they did not do their work for which they have been paid for.

We want you to pass on this complaint to the responsible government authorities to ensure that foreigners coming into Malaysia would not be frustrated by lazy and disrespectful immigration officers.

We love Air Asia and we comment their effort in making travel in Asia enjoyable and we hope this minor incident should not tarnish Air Asia's image.

Thank you

Ellen Akhidenor

Hi,

This is manisha my booking id is - mh63xa. I cancelled my tickets on 22nd jan for 3 passengers - kapil mahajan, richa mahajan and shubham,
Its been more than 15 days am chasing customer care executives every time they tell me my money will be refunded back in next 2- 3 days. I even wrote an email to the compaint officer at [protected]@airasia.com
But he hasnt taken any action.

Please help me to get this issue resolved.

They have worst services.

Manisha
[protected]

On jan 13 2016, I took flight from jkt-kul-hnd (d7 522). Sadly, could not find my luggage on the conveyor hence, made a lost luggage report to airasia vide the hnd airport authorities.
Basically, I had to spend $ to purchase clothings, undergarments & toiletries. Air asia did not even have the courtesy to call & apologize or the least airasia could do was to explain what the heck happened to my luggage! How rude!