AirAsia
Reviews and Complaints

"meet and assist" my ###!

After all passengers have alighted the plane, my grandmother was made to wait 15 minutes for the skylift and wheelchair we pre-booked. After the first 15 minutes, passengers on the next flight started to board and guess what? The crew asked my grandmother to get out of the plane - on her own without the skylift!

Why do you think we made sure we pre-booked the skylift and wheelchair? Because my 83 year old grandmother walks with a walking stick, has had operations on her knees, cannot walk very far or stand for too long!

My grandmother, being the sweet old lady that she is didn't want to cause a fuss and so she struggled to walk down the steep stairs!

Then when she reached the ground, there was no wheelchair! Did air asia expect her to walk all the way back to the terminal, given the ridiculous distance the plane stops at that even young people find it far?

So what happened next? She stood below the plane area and waited for another 15 minutes for the wheelchair!

What sort of "responsible corporation" is air asia? We have pre-booked this service and it is clearly stated on our confirmation slip. We had also reconfirmed with the singapore check in counter that the service will be ready upon our arrival. Then ironically, on the plane, the stewardess asked again whether we would require the meet and assist service! Isn't this absurd?

Is this the kind of cheap service that should be expected with cheap airlines?

Anyway, my grandmother suffered after she reached home, completely drained. Whatever pleasure she had while she was in singapore was washed away at lcct when she returned. She had to lie down, take pain killers and took a few days to recover.

I would like to take legal action. Can anyone recommend a good lawyer?

I booked 2 flights through air asia. From kl to vietnam and back. I paid for the tickets. Now I need to make changes and the website will not let me in saying I don't have any tickets booked. It was charged in my credit card back in march and I already paid.

I can't call because I am in the united states and I have heard that their customer center takes forever to answer a call. It would probably cost more than the ticket itself.

Any advice, please? Write to [protected]@yahoo.com

Have you ever call up to AirAsia customer service hotline? What do you think about the customer service hotline? For me, it's totally a pain to call them up. Why is it so? I recently made a call to the customer service hotline to change my flight to a later date. First when I was connected, I get a recorded message that last 30 seconds which is not able to skip by pressing any number. After making the right way into speaking to a customer service representative, I was put on the line for more than 20 minutes for listening to their annoying music and machine recorded voice:

"Thank you for wating. All our customer service representatives are currently busy. Please continues to hold or feels free to call back us later."

Oh! That's great. I was paying expensive call charges to listen to that annoying music and machine recorded answer and in the end I get nothing. I didn't even had a chance to speak to any of their customer representative(s). Representative(s)? I don't think there are many of them. Else I won't end up waiting for more than 20 minutes for a chance to speak to them.

I've tried another 3 times of calling the customer service hotline after the first call. I wasn't able to speak to anyone again this time. That's more than 30 minutes of waiting in total. Now, I'm trying to call them everyday see if anyone answer my call. Suprisingly, no one is actually answering. This time I'm wondering whether they have any customer representative in the call center. I even tried to call them just now in the early morning 8am so that I can be served faster. But, still, the same waiting. I think it's around 1 hour of waiting in total and I didn't even has a chance to speak to a real human. It's dissapointing me.

In my opinion, customer service hotline should always be provided for free. Even it is charged, customer enquiry should be processed in a faster manner. I don't think we deserve the wait for more than 20 minutes and paying the freaking expensive call charges. Providing a free of calling charges customer service hotline should be the right way to do. Company paying for the call charges will always ensure customer enquiries being processed fast. I was thinking whether AirAsia is earning from the call charges to pay for their representatives. Else why do they want to keep us on the line for such a long time? Give me a good reason.

Is this a joke, Tony?

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From: Tony Fernandes
Date: Tue, Apr 28, 2009 at 7:33 PM
Subject: Staying True to Our Promises

Dear AirAsia Guests,

AIRASIA AND SCICOM JOIN FORCES IN ESTABLISHING A WORLD CLASS CONTACT CENTRE-
ASIAN CONTACT CENTRES SDN BHD

When I wrote to you a few months back, I shared your frustrations over our Call Centre service. I couldn't agree more - as the World's Best Low Cost Airline, AirAsia's Call Centre too should be world class.

Now I am pleased to present to you Asian Contact Centres Sdn Bhd, our integrated Call Centre for all our country operations - Malaysia, Thailand, Indonesia, Australia, Brunei, Cambodia, China, India, Laos, Myanmar, the Philippines, Singapore, Vietnam and the UK. Operations will soon expand to serve guests in Japan, Korea, the Philippines, the Middle East and India. I am sure you have experienced significant improvements in our Call Centre service since it started operations on 16 February 2009.

Asian Call Centres Sdn Bhd is a landmark collaboration between AirAsia and Scicom (MSC) Berhad, a regional industry leader in customer contact management services. With Scicom's multiple contact centres in Asia, serving customers and clients from over 40 countries and in over 40 languages, Asian Contact Centres Sdn Bhd is able to meet your expectations and ensure your booking needs, and enquiries are efficiently attended to.

We are very glad that with Asian Contact Centres Sdn Bhd we are now able to handle 5 million transactions a year in English, Bahasa Malaysia, Thai, Mandarin, Cantonese and Bahasa Indonesia.

Malaysia +[protected] (Booking)
+[protected] (Inquiry)
Operating Hours : 8am - 9pm (GMT+8)
Thailand +[protected]
Operating Hours : 8am - 9pm (GMT+7)
Indonesia +[protected]
Operating Hours : 8am - 9pm (GMT+7)
Singapore +[protected]
Operating Hours : 8am - 9pm (GMT+8)
China +[protected]
Operating Hours : 8am - 9pm (GMT+8)
United Kingdom +[protected]
Operates 24 Hours, Daily
Australia [protected]
Operating Hours : 10am – 11pm (GMT+10)
Others +[protected] (Booking)
+[protected] (Inquiry)
Operating Hours : 8am - 9pm (GMT+8)

On another note, we would like to encourage you to continue visiting our website www.airasia.com where you not only enjoy our low fares but also manage your bookings on your own and obtain vast information on our routes and destinations.

Thank you for flying AirAsia and for making us the 2009 World's Best Low Cost Airline*.

Best regards,
Tony Fernandes

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I have recently booked the Go holiday package from the Air Asia websites from LCCT to Bangkok on 6 of May 2009. I have booked the flights + hotel through the websites and there was no prompt on the website to buy the check in baggage. (there is a selection to buy the baggage check in on the normal Air Asia Ticket booking but not the Go holiday package).
I have check the FAQ section of the Air Asia Go Holiday section
http://goholiday.airasia.com/cms/RunScript.asp?Page=208&a=a&sform=sform&p=ASPPg208.asp

The websites clearly stated that for all the passengers on the AK flights, they are entitled to up to 15kg of free baggage. However, when I check in to my flights, AK734, I was told to pay the baggage fees of RM20. I complaint to the supervisor(Mr. ...Subra Maniam) and show him the print out of the websites terms and conditions but he gave me the excuse of "the website is not updated" and he mentioned I should buy it online but in fact I can't. There was no time for me to argue any further with him as the flight time is approaching. I was forced to pay the baggage fees.

I am very disappointed with the confusing policy and the inefficiency of the air asia Go Holiday online booking system.Tony Fenandes, please do something !

I had a bad travel experience with air asia yesterday 8 may 2009 from langkawi to kuala lumpur lcct then to singapore.

My bad experience started off with air asia rescheduling my flight langkawi to kuala lumpur (kl lcct) (ak 5327) from 1415 hrs to 1530 hrs. fine they have informed this 4 days in advance but I have a connecting flight from kl lcct to singapore (ak 709) on 1740 hrs which I need to reschedule that flight my self. air asia do not provide connecting flight service. the only thing they could provide is you may request for flight change if there is retiming done by air asia. anyway I had made a big mistake in the first place by choosing air asia as my flight to langkawi from singapore. I should have check malaysia airline (mas) and I found out that mas provide a direct flight from singapore and langkawi with slightly extra cost. so I went and change my flight after checking in to langkawi-kl flight at air asia sales counter in langkawi airport. at first the sales girl asked me to pay change fees for rescheduling my flight to singapore but I keep fighting that this is not my personal option to change my flight, it is air asia fault.in the end one of the supervisor came out and advised the sales girl to change my flight without any fee eventhough there was a different advise given by another supervisor from their office. yes I did manage to change my flight to singapore but I have lost like 45 minutes to argue and wait for that changed itinerary and me and my wife had to skip our lunch because of time lost. we managed to have a quick refreshments at starbucks and rush off to boarding gates with my 6 months old baby + stroller + my wife's vision/pyrex fragile cooking wares + it was raining before we board into the flight.

Then, after boarding I realised that I have left my mobile phone at the security scan point and I have informed the lead stewardess. one of the stewardess ran to the scan point and nothing was found. the lead stewardess advised me to do report at lost & found counter once I arrived in lcct. air asia flight attendances are good and they are competent in what they are doing but the ground services are terrible. after I reached at the baggage claim area, I went to the lost and found counter and the only thing that I got from the air asia guy at the counter is malaysia airport board (mab) phone number in kl and he asked me to call them for langkawi mab contact number myself. he did not even ask for my contact number but I left my contact number on a piece of paper teared off from used enveloped. so I did call both mab and thank god langkawi mab called me back and said they have found my mobile phone. mab langkawi had requested me to get permission from air asia kl to request air asia langkawi bring my phone via next flight to kl but the office just said in malay "air asia do not carry any valuable item on board on behalf of the passenger and air asia do not want to bear any responsibility of carrying those items" full stop! no solution no alternative. at that point I realised air asia stop servicing you once you claimed your baggage. strict policy, can't bend some rules to cater customer's special request. then I deal with mab myself and luckily the mab officer in langkawi named "mohd azwan bin jamaludin"is kind enough to courier my phone to my home address. thanks encik azwan.

Then after checking in our baggages for kl-singapore flight (ak709) and had our lunch/dinner we went straight to boarding gate and again we had problem at the security scan point. the security told us that we need to get air asia tag for the umbrella that we are carrying on board. we didn't get that warning in langkawi and the check in counter girl in langkawi told us that the item is fine to carry on board and it is not a sharp object. we thought of just leaving that rm27 umbrella that we bought in langkawi but the security told us that it will be just 2 minutes to run and get the air asia guy sitting at departure gate to tag our umbrella. fine I went down and that guy was not there in his post.in the first place, that air asia guy should have detected our umbrella without tag before we go in and now he left his post without replacement. I went straight to the check in counter and ask for the tag. after that I realised I am already late for the flight and we went straight to the boarding gate. guess what?! the door is closed and we are 5 minutes before the flight departure time. they wont let us in anymore and I told them that my wife was inside the departure hall and she did not hear any last call announcement. for those who are travelling at lcct just be careful I guess because of the immigration checkpoint is one level up from boarding gate you might not hear any last call anouncement. I didn't fight for them to open the door so I asked for the next flight to singapore ak 717 on 2050 hrs but air asia ground staff had asked me to go back out collect my baggages at international arrival and go buy new ticket through a-z procedures again. what? we are carrying 6 months old baby and you do not have other option to make my life easier that night! in addition, one of the air asia ground staff just said to us "that umbrella caused you delay". so you are not giving any solution but you are giving some rude comment. what a nice customer service! I did not catch the name of that air asia staff and he disappeared before we board in for our flight but he is really rude and I saw the way he treated another passenger with rude malay language. we really want to get his name and write in this comment but he is lucky this time round. I keep asking for other alternatives and at last they allow me to purchase the ticket from the gate and they will arrange for the baggages. as it is a budget airline it will cost me another rm430 for new ticket. fine I did not have anymore energy to fight over another ticket and my family are tired, I just swiped my card for the new ticket.

After 30 minutes purchasing the tickets, they announced that flight ak 717 to singapore is delayed from 2050 to 2225 hrs. god please what I have done wrong this time. air asia could delay my flight 1 and half hours and make me stuck in lcct but they could not open the gate that was closed 5 minutes before the departure time. life is not fair! where is the principle "customer is always right". fine there are safety rules and policies that we have to follow but that does not mean we do not deserve a good service from budget airline. I am a malaysian and I am proud with air asia's success receiving "world best budget airline" title but if air asia do not fix their customer service, air asia will not go far in this worldwide carrier business and your title as the world's best budget airlines willl be over soon. please train your ground staff properly because they are also your company's front image that communicate directly to your passengers not just your fancy website!

Re: airasia-claim for compensatation due to flight delayed

My flight from kl (Lcct) to kota kinabalu no. Ak5102 on 01 may 2009 time 09.30am was delayed to about 12.32noon (More than 3 hours). I with 6 fami members with other many passenger were furious because it jeorpardise our plans and shedules and every look tired.

I am writing in to claim compensation for the delay. I understand that airasia will compensate myself and family members with necessary compensastion due to impact on mental and physical to myself and my family members. I am wondering is what going to happened if somebody have committed with the important schedule such to attend an important meeting (Rm2million) at 3:30pm on the same day ?.

I hope to hear from you soon for the compensation.

Regards,

it wasnt my first time flying wif AirAsia, but this was the worst service i've ever encountered! i was boarding AK 5123 from KK to KL, departing at 4:35pm (30 april 2009). so i was queueing up inside the terminal and i was trying to make a call on my mobile. my colleague was queueing infront of me, and she has got her boarding pass torn. when it was my turn, i was standing there for about 2 seconds waiting for the flight attendant to tear my ticket.. he didnt tear my ticket, and i was thinking how weird it is, he probably won't even bother to tear everyone's ticket, so i just walked off to catch up with my colleague.

and after i've taken abt 2-3 steps, to my horror, this male flight attendant GRABBED my arm and pulled me back.

in fact he was trying to ask me to switch off my mobile. fine, u won't have to GRAB my arm to tell me! can't he just tap on my shoulder and say "excuse me"? ok, i didnt know that u can't use ur mobile while u were walking towards the plane, i thought that mobiles are to be switched off while inside the plane. ok maybe it's a new rule or whatever, even if i'm wrong, he won't have to grab my arm, right? it's not like i'm activating a bomb or whatever! i was only 2-3 steps away from the doorway of the terminal, and people do use their mobiles inside the terminal, so it's not like i'm going to ruin the frequency or something. and usually we will be reminded to switch off our mobiles inside the plane, and it's not like i'm chatting on the phone while i'm inside the plane. again, even if i'm wrong, he could have just tell me politely!

i was shocked, and i told him "you're so rude, u should not just grab people like that!"... he just tore my ticket and said "i just touched you!" --- what the heck! i was so pissed off but i thought ok fine i'll just have to get in the plane and i didnt argue with him any further.

and then i saw him in the plane... after he served the meals, i tried to talk to him politely, i asked him "were u the one at the boarding counter just now?", he said yes, and i asked him "were u the one who grabbed me just now?" and he said "no, i just touched you!" and i kept repeating "u did!" and he kept answering "no, i just touched you!"

so i asked for his name, and he's Neston (or was it Nestor)...

and then he kept explainning that he was trying to stop me from using my mobile. i said, yes i know he's doing his job but he can tell me in a polite way, or anything other than grabbing my arm! and he said "you were walking too fast so you will feel that i'm grabbing you, but i was just touching you!" argggh. then i said "i was standing there for like 2 seconds, waiting for you to tear my ticket, why didnt you tear my ticket and tell me?"

guess what? this is so ridiculous, he answered "because you were talking on your mobile phone!"... i told him, i was NOT talking on my mobile phone, i was just dialing. he insisted that he did try to tell me but i couldnt hear him, ok maybe, coz it was really noisy, but he could have just tap on my shoulder while i was standing there for 2 seconds if he thinks that i can't hear him, or wave his hands infront of me instead of grabbing me. and i was not running, he could have just run infront of me to stop me by waving his hands, i was only about 2-3 steps away from the doorway. or he could have tear my ticket and then use my ticket to wave infront of me to get my attention and then tell me to switch off my mobile. ain't that much better than grabbing my arm?

and the most absurd thing that i've heard from Neston? he said "so you just want me to apologize is it?"

as if i'm making a big fuss and he didnt do anything wrong!? it's not that i want him to apologize, it's that he SHOULD apologize, get it? i really hated the way he argue with me and kept denying everything that i said, and kept making up excuses. he did not even say "sorry". when he was talking to me, his gestures werent even sincere, all the while his right arm was resting on the seat of a lady infront, disturbing that lady. and it was his colleague, another stewardess (i think her name is Adeline Ong) who was apologizing to me. she has been really patient and polite, while Neston was like really rude and unapologetic. She knelt down and kept explainning to me, i know it's not her fault, i felt sorry for her that she had to apologize for her ill-mannered colleague. she said that she will help me to lodge a report. and to my surprise, she told me that Neston was from MAS! omg, i think he might be kicked out of MAS and now he's taking out his frustration on random customers like me? even if i'm paying less, it doesnt mean that i should receive terrible service like this? even if i've paid RM1 for a flight, i am still a customer!

grabbing my arm can be considered harassment! and what kind of flight attendant is that? arguing with me and saying stuff like "so you just want me to apologize is it?" argh, he should be fired!

- by Natalie

I'm very dissapointed due to the services which were given by Air Asia and would like to complain for my flight from Denpasar to Jakarta - QZ7519 which was delayed for 2.5 hours and request the On time Guarantee voucher to be sent to my attention as soon as possible.

My flight from kl to penang no. Ak5374 on 3 april 2009 time 19.45 was delayed to about 23.10. Many passenger were furious including me because it jeorpardise our plans and shedules and every look tired.

I wonder why air asia flight always been delay and some of my colleague also experienced this situation before.

I am writing in to claim compensation for the delay. I understand that airasia will compensate us with a
Rm200.00 voucher.

I hope to hear from you soon for the compensation.

My contact no is [protected] ms h'ng

My flight from kuala lumpur to penang flight no: ak5374 on 29 march 2009 time: 1955 was delayed to about 2300.

Many passengers were furious including me because it jeopardizes our plans and schedules.

I am writing in to claim compensation for the delay. I understand that airasia will compensate us with a rm200 voucher.

My contact no is: [protected].

Thank you.

We booked return [middle of the day] flights from Bangkok to Hanoi. Airasia sent me 2 text messages saying they had cancelled both outbound and inbound flights, they put us on evening flights. I changed them to [very early] morning flights [which is very inconvenient], Airasia charged me over 5000 baht for this. I tried to phone their Bangkok number several times but couldn't get a response and sent 3 emails without reply. I am very dissatisfied with Airasia's charging and lack of customer service

Air asia flight delayed 1 hour 10 minutes from vietnam to kuala lumper, connecting flight from kuala lumper to perth australia left 10 minutes early, plane was still on the ground but 15 people were refused and missed the flight.
Air asia did reschedule tickets but some people had to stay in kl for 2 days and some for 4 days. Air asia was asked about hotels, taxis and extra meals. Thier reply was we dont help with those things and left the 15 people stranded. As I had 3 paying tickets and an infant the total cost of hotels taxis and meals was around 750 australian dollars.
As the delay was due to a late flight arrival (Air asia) I and all others should be compensated for this extra cost to us through their mis-management. After 4 emails and 3 phone conversations to air asia starting 10 days ago still no answer or reply has been forth-comming.

I flew with air asia in november and december 2017 between perth and kuala lumpur. On december 21 2017 I flew with my mother from kuala lumpur to return to perth. We pre booked our food online and found that the food was awful.
To make things worst, we had stomach upset when we got home. My wife flew in on january 1st 2017 with the same airline and experienced the same problems. Something needs to be done to stop this. Small children can really fall ill someday. The airline doesnt have any provision for customers to send their feedback online.

The worst airasia in the world maybe. Delay delay and delay. Call call centre you will be put on hold 20 - 45 mins can you believe that and from the place I call it's sarawak to their call centre 03 [protected] (Previous number before [protected]) it's a long distance call how much I have to spend. Ok come to what I would like to complaint today is on time guarantee voucher or they call e gift voucer. My flight ak5262 was delayed from kl - sibu on 6 jan 2009 for 3 hours. 2days later I went in airasia website under on time guarantee section filled in all my details booking no. , names, mobile no. Noone from airasia never call and it has been almost a month I haven't seen any email come from airasia yet... I called call centre on the new no. [protected] was on hold 25 mins. The lady said she can't do anything isn't her sention I have to email guest support. I said I did 2 times already. Then she passed me a complaint center ph no. Later on I did call but it was a wrong no. ... Bad service... Bad advice... And how come the on time guarantee doesn't have any ph no. To contact. All together I did email them 5 emails but nothing yet show in my gmail account.

It has been almost 2 months since I received Airasia's letter (see below) in regards to my air tickets refund. As of today, Jan-1-2009, I have not seen the money being credited
to my card. The 2 air tickets are:

1) AQ1QBC - RM490
2) GK4QEA - RM340

When can I get my money back ?

-------------------------------------------------------------------

> From: Noor Hisham Mohd Jaffar

> Subject: RE: clarification enquiry
> To: [protected]@yahoo.com
> Cc: "'Hani Nurlena'"

> Date: Tuesday, November 4, 2008, 2:27 PM
> Dear Mr. Richard,
>
> I truly apologise for the late respond. Regards to
your
> recent query, please
> be informed that we have included the change fees of
RM150
> in the refund
> process. Therefore, you will get back RM490 for your
> cancelled booking.
>
> We apologise for the inconvenience caused.
>
> Thanks & regards,
> Noor Hisham Mohd Jaffar
> Call Centre
> AirAsia Berhad
> LCC Terminal, Jalan KLIA S3,
> Southern Support Zone, KLIA,
> 64000 Sepang, Selangor Darul Ehsan,
> Malaysia.
>

I now want to complaint the air asia, my situation is, now in air asia website is wrote "hangzhou (Shanghai) "so I wan go shanghai so I booked, but after I booking I check back in internet, hangzhaou and shanghai is very far city and is a different place, so the problem is I go to hang zhou then how I go to shanghai ?, is a very very ### problem here, so I want to cancel my flight I call to cutomer serivce "sharif" say can cancel then after 30 minute become canot cencel my flight ### customer service, if my booking can cancel then the money deduct the cancel charges, then become credit let me book other place for between 3 mth for air asia x is ok for me, but now is the website wrote there is (Shanghai) but actually is go hangzhou not actually shanghai, (Customer service say that is shanghai my god) from hang zhou to shanghai stil have to go about 2 hour by car, for a booking by 20yrs old girl is it safe for that, now the air asia website is having a big mistake for that, they stil say nothing wrong and cannot cancel anything.

My parents were suppose to travel from Manila to their hometown, Surabaya with Air Asia on Dec 6, 2008. This requires 2 flights, 1 from Clark(Manila) to KL, and 2 from KL to Surabaya. Both of them are in their 70's and my Mom has limited mobility and needed a wheelchair. So we tried to call Air Asia to ask for a wheelchair, but after being put on hold for 1 hour, the call center agent just told us that that's not part of their job, and we have to request for wheelchair with the airport.
So of course we requested in Clark (Manila) without problems. But it turns out their flight was delayed for more that 3 hours. The flight was suppose to be 11:45 arriving in KL at 15:40. Instead it departed at 15:00. Naturally, they try to follow up with Air Asia staff, since they are very concern about their connecting flight to Surabaya, which we already scheduled more than 3 hours apart at 19:00. But of course their answer is, there's nothing we can do, we are a point to point service. Which seems to be their mantra.

Still they arrive late in KL, and miss their connecting flight to Surabaya. As if that's not bad enough, the wheelchair they requested was not there in KL airport. The funny thing is, the flight attendant told my Mom during the flight that she should wait for her wheelchair when they arrive, so they do have a record of wheelchair request. That flight attendant has since conveniently left them alone in the airplane still waiting for more than 30 mins for a wheelchair. So after many phone reluctant phone calls, somebody finally got a wheelchair, but they insist they were not notify for it. And then the guy who pushed the wheelchair had the audacity to ask for more tip when they were leaving the airport. My dad did gave him some tip, but he said it's not enough. A far cry from Philippines staff in Clark who even refuse a tip and even help my Dad load and unload his bags in the Clark Airport.

Finally they got out of the aircraft, and pick up their bags, no one was there to help my elderly parents to carry their heavy bags around this airport to try to get their next flight to surabaya. Air Asia refuse to take any responsibility for the missing flight to Surabaya, they insist they are a point to point carrier and not responsible for any missed flights due to their delayed flights.

My parents has to go around counter to counter, and finally found a flight the next morning at 10am. They then take a taxi to find a hotel and pay for hotels and taxi with their own expense, without any help or even advise from Air Asia.

The next day, not wanting to miss their flight to Surabaya, they arrive early at 7AM. There was a long line at the check in counter, after waited in line for 2 hours, the person in the counter told my dad he was lining up at the wrong counter, he's supposed to go to the same counter he went to the night before, so carrying all his heavy bags, and my Mom in a wheelchair, he found that counter, where the person there directed him to go back to the first counter he went to. By the time he got there, the person in that counter told him he's too late, and the flight is full. So after being sent back and forth my parents was finally able to take the flight to Surabaya with this 10AM flight.

But my Dad, who has a heart condition was so tired from running around their airport with the bags that when he tried to sit down, he fell from his seat. What if he had a heart attack there, should Air Asia be responsible for this? What kind of policy do you have, that you don't take responsibility for your 3.5 hours delay? And what kind of staff you hired, that don't understand the meaning of customer service or even have a shred of compassion for this stranded elderly couple?

Never again would I ever fly Air Asia. Just because you're cheap doesn't mean you have a right to treat people this way.

Yesterday was one of my worse nightmare flight!

I was supposed to meet my fiancee at malaysia.
So I took airasia flight (2 flights transit)

The 1st flight is supposed to depart at 12.20pm and reach at 3.30pm
(From jakarta to kuala lumpur)

The 2nd flight is supposed to depart at 6.30pm and reach at 8.30pm
(From kuala lumpur to sibu)
(I'm supposed to meet my fiancee and her family here and we can then fly to sibu together)

So anyways, I have one luggage which I check in and 2 other luggage which I carry.
The 1st flight was delayed for 2.30 hrs! Making the flight leaving at 2.50pm and we reach kuala lumpur by 5.50pm and according to the travel documents I printed, the counter closed 45 minutes before the flight took off!

That's like what? 40 minutes before I can check in?
There's definitely not enough time!
By the time I got my luggage and ready to check in everything, it's already 6.30pm!
So I complained to the airasia manager and say that it's their fault that the 1st flight was delayed and that 'normally', they would at least put you on the next flight or something.

But you know what their reply was?
They say 'we have advice you that if you are transitting, you should arrive 3 or more hours before the next flight! If the flight is delayed less then 3 hours, we are not responsible and will not do anything as it is our policy that states so!'

You tell me! How can you not be angry!
(I wasn't the only one effected by the way, there was like a whole riot there)

But coincidentally, my fiancee (Who is already on-board) told me that her flight is also delayed! The flight hasn't took off yet! So I told them, look! Why not just shove me in as well? Like, the flight hasn't taken off yet! Then they said ok, they can do that but then I have 1 package to be checked in and they say that I would have to leave my package here if I want to take this flight!

Wtf!
So I argued again with them! (I mean heck, what's so difficult by just putting in an extra slot there when they plane is already delayed to begin with?) so after like 30 mins of heated argument, a government official (Who happened to take the same flight) helped me with everything and they said ok! (My fiancee's family knows him so they asked for his help, very nice guy)

But they still wouldn't let me check in the baggage.
So finally when the pilot says that he doesn't want to wait, they have no choice but to rush me into the plane. As for my baggage, well they just slot it into the cargo! The flight then leaves by 7.30pm and reach the destination around 9.30pm... And I didn't receive my checked-in baggage at all!

They bloody lost it!
So I reported to the airasia in sibu and they told me that they cant trace it because there is no record of me ever checking in anything!
Why? Because it was an unofficial check in and that there was no record of them ever putting the package in!
So I told them that I purchased insurance from airasia along with it and if I can claim it?

They say that I would have to call the insurance company myself as it is from 3rd party.
Heck it is under them! What 3rd party ###! You call! But again, heated argument which ends with no one winning! Sigh!
All of these could've been avoided if the manager in charge would've just allowed me to check in the package and let me in!
That way;
1st - it would save a lot of time
2nd - I would've still receive my package

Or, at least just put me on the next flight!
But they never did that! All they do is argue and they don't even want to take responsibility at all!
Lastly I would like to say that,
I think the reason why people don't complain is because it's cheap!
But seriously, I don't think it's right the way they treat people!
I haven't really read the terms and condition yet but i've gotta see this message about 'if your flight is delayed less then 3 hours, they will not be responsible' (It's like they deliberately make this rule just so that they don't have to be responsible for anything and people still buy them because compared to other airlines, it's cheap)
... Also even if that's the case, I deliberately choose the initial flight to arrive 3 hours earlier so that I will have enough time! Next time, they might as well say that they can't do anything because the plane is delayed by 2.59.59.59 hours!

This is the worse service that I have ever encountered.
In fact if possible, I wish that either airasia changed the way they manage or people should start suing them for cheating their money!

I was on the scheduled with my sons (7) and (17) on flight d72702 from kl to gold coast. As the previous people have noted-it is a total lack of communication with passengers and total lack of any staff that could handle this situation that lead to may problems amongst passengers. We heard 3 delayed calls about 2 hours with almost no reason for delay except the last one telling passengers that there were some mechanical issues that were trying to be resolved and then later at 2.00am the mechanics could not fix and flight was cancelled.In all of this time the passengers were asked to move from one section of the gate section to another and back again with no communication between staff. The details of the many points of the lack of professionalism with the ability to relax the passengers in some form or to organize passengers in a manner that would cater for the young and elderly was almost non existant. The only shining light in this fiasco was the representative that was sent to our hotel (Sorry cant remember her name but was in her late twenties early thirties) who single handedly relaxed irate customers, listened and answered all questions, organised arrangements, travelled to the airport and again answered all questions from all passengers (200+) and was ther until we all boarded the plane. Without this brilliant person-kaos and anger would have taken customer confidence in your airline to a non returnable choice for passengers-their family and friends and from the outcry to the media in our country. Your company had no updates or crisis access for anyone wanting to find out any details of where we were, when or where we were arriving at. My wife, daughter, mother and sister seperately had no sleep and spent almost a whole day trying to get answers through air asia, kl airport, gold coast airport, malaysian airlines with either answers of we dont know or abrupt ignorance.
The main purpose for this message is for your company to address this problem with an immeiate contingency plan for similair situations and that your representative that helped everyone be rewarded in a manner that befits the gratitude of 200+ passengers
Brian kenny
Australia