If there is a rating in minus i would rate that. No info on cancellation, called customer care to know about the cancelled fl8 twice the customer care executives gave wrong commitments (Said there is a different flight arranged and the new flight is at 02:05 PM
I requested for new itenary and the same was forwarded to me from Air Asia. My parents had a flight today and when they reached the airport for boarding pass the air asia airport authority denied air asia hasnt committed anything, do you guys have any employee who uses brain. the itenary was sent to us on 10th November after speaking to the executive, i need you guys to pull up my call recording and come then speak to me. How dare you guys play with customers like this
Booking No. – YU7WGN
Michael Acid
5.0
Ref res# RVH7WK, IVYNNX
After my mom reached her destination, she was turned away because she was told the reservation was cancelled because my card was declined, despite the money was already taken out and itinarary printed out. My main complaint was that I was not properly informed whatsoever of the cancellation/changes to reservation. Had I properly been informed by email or mail, I would of planned accordingly before her trip. But instead inconviently my mother had to pay out of pocket instead. And more importantly the fact that this company does not have a complaint/escalation dept rep to speak is another reason I will never go back to this airline, instead pay little bit more with cebu airlines.
Monroe
5.0
I fly with this company about 10 times a year and I am so upset with their service.
I Left my phone on an Air Asia flight to Jakarta and I reported it within an hour of being off the flight. Within an hour of me departing the plane the phone had apparently disappeared – it was not in the lost in found and the cabin crew couldn’t find it. I left the phone in the seat pocket – it was easy to find. I was flying with my students and checking I had all my belongings was overshadowed with making sure my students had theirs.
It was reported at Jakarta airport within the hour of arriving and again 2 hours later. I asked the lady I was dealing with at the AA counter, to check Bali Airport as this is where the flight went next – she did not respond to me. I then sent her the exact flight itinerary for the plane I flew on. for the following 2 days, so that she could check lost and found in other airports. She still hasn’t responded.
.I called AA customer support and they are about as useful as a chocolate fire guard – they have no authority/inclination whatsoever to help or support. It was a waste of time talking to them.
I’m sure my phone wouldn’t have been stolen and would have been handed in. A week later and I’m still without my phone and a response from the lost and found team at Jakarta airport.
David Bowley
5.0
Air Asia flight from Perth to Bali on 11 October flight at 1130am departure from Perth. Many thanks to the aircrew who after 2 hours with a broken flight management system on tne aircraft left 270 passengers on board without water or air conditioning after repeated requests to flight crew who sat at front of aircraft and did nothing. Ended up after two hours paying for 2 bottles of water for my family anggra Lusikooy and two children under two years Steven Bowley and Gracie Bowley. Their actions and service are an absolute disgrace. Flight cancelled and given no assistance with two small children to re schedule flight later (9 hrs) at 830pm. Crew acted lazy and too much trouble to give water to passengers.
Low Shirleen
1.0
I am a loyal customer of Air Asia and I usually prefer to fly with your esteemed airline. Today as I was traveling with my family members from Siem Ream, Cambodia back to Kuala Lumpur, Malaysia. I have encountered a rude staff at the counter.
I’ve always praised the friendly staffs of AA, however, this afternoon at 12.20pm and check in counter to KL, Malaysia, counter 25. There is this lady which was very rude to us. It was a small matter but this experience gave me a bad impression of AA staff now.
As she asked me to arrange the passports according to boarding pass (I did so) she just snatch one of the boarding pass while I was arranging. Then when she mixed up the passports and boarding pass. She hold up the passport and raised her voice at me saying it was the wrong passport with the boarding pass. Then she continued to complain about this in Cambodian language to her colleague next to her thinking we couldn’t understand her. She even asked one of us to weight our handbags but didn’t standardize this practice accross all of us. Very confusing. This attitude display unprofessionalism.
I hope this is looked into and at least train the staff properly to standardize all procedures and learn to ease the confusion. Attitude of the mentioned staff should be reflected as they are the image of the Air Asia branding. Thanks.
Colin Carson
1.0
I booked flights return to Krabi from Dom Meaung online from the Uk! The second flight has been rescheduled to an earlier time which is impossible to make for us. They said simply change your flight to a later one that day for free! No problem until you try to do that! It is impossible to contact AirAsia from Europe! No one answers the email, the live message does not work after 40 minutes in a que from 100 down it returns to 100 again! The Uk contact number is no longer active nor is the hard of hearing text line! So it is impossible to change your rescheduled flight without booking a new one! This is fraudulent!
Jenna Beals
1.0
I booked 2 flights with Air Asia. One from Vietnam to Bali and one from Bali back to Vietnam to catch a connecting flight back to the US where I am from. The first incident we had with Air Asia was checking one of our bags and having it NOT put onto our connecting flight out of Malaysia to Bali. They said that this was because we didn’t have the same booking number, so we had to pay twice as much, plus go through immigration and grab the bag to recheck it and get it onto our connecting flight which was also with Air Asia.
The second incidence left me in Bali and left me missing 2 additional flights.
I had called Air Asia to confirm that I did NOT need a visa to catch a connecting flight that was in Malaysia back to Vietnam to go back to the US.
1st. Malaysia does not require US citizens to have a visa. Yet Air Asia would not let me board my flight because I had another flight booked to Vietnam from there where my connecting flight was located.
2nd. I also had emails from Vietnam airlines confirming that I was flying straight out as soon as I landed in Vietnam, had my boarding pass AND had a representative speak with the supervisor. Long story short, the supervisor hung up on Vietnam Airlines and on myself. The employees were laughing and joking about me trying to get home without a visa and cost me not only that flight but 2 others.
So I purchased through another airline and am currently on my way home without a visa because unlike Air Asia, they accepted my other boarding passes.
Michele
5.0
Cancelled our vacation to Bali due to the recent earthquakes. Was asked to submit refund form through their customer service email. I was informed that I will receive 70% of the ticket fare if cancelled more than 72 hours. Our flight as August 15 and I submitted the email August 8 and 11 respectively. I received 1 email asking more about flight details. Got back September 5, 2018 and still no refund, no email or contact. I checked the case on the customer service website and it said CASE CLOSED. I sent another email. I tried calling their customer service. IT IS NEVER OPEN regardless of what time you call, all I get is an automated voice announcing the times they are open. I tried wechat and often the chat is not available due to the “volume” of customers or I am queued as the 50th customer and waits online for 2 hours. Finally got my chance to talk and immediately gets cut off and they ask for an EFFING FEEDBACK!!!!!! We already missed our vacation and this company really makes it almost impossible to get what you are owed and its like adding salt to the injury. Only way this company is gonna change or pay attention is to STOP SUPPORTING AND BUYING FROM THEM. WIll NEVER NEVER EVER buy air asia tickets again.
Chung SC
5.0
My husband and I, including my 3 YO daughter and 5 Months old son, have an upcoming flight on 17 September from Kuala Lumpur to Singapore with Airasia. We booked the ticket together but sadly Airasia tend to separate our seats. My husband will be seated at 23C while me and my daughter and son, 23D and 23E. It is obvious that Airasia purposely to split-up our seats just because they wanted us to buy other seats in order for us to sit together. This is not the first time we dealed with this case, On February 2018 we also had face the same situation. So please Airasia, next time when a family, friends, relatives what so ever book the ticket together (which is obvious), please arrange the seats appropriately and not by the purpose to ask the guest to buy the seats. Thanks.
Ravindran
1.0
My teenage daughter travelling from JB to KL on AK 6039 flight at 9.4ppm was delayed, /re,-timed to 11.30pm 15min before scheduled flight.
What kind of service are you offering, utter disappointing and useless service, delayed for 2 hrs and when she reaches KL what transport is there which is safe for a young girl. Dont tell me about your bus or the train, after midnight no level headed parent would take any risks.
You guys should leave this industry to better people who are trustworthy and reliable. I was told the delayed message just appeared on the screen without even anyone of your staffs onsite, dont even have the courage to face your clients.
As you are clearly not committed to reliability, you should just change your slogan to “everyone wont know when they will fly”. Pls change your business as clearly you are in the wrong industry as you cant even honour your own timetable.
Ida Gul
1.0
I received very unfair and RUDE treatment from one of your staff yesterday. Entering the gate at L8 for flight AK 711 from KL to Singapore at 11am. This Malay young man took my boarding passes (mine and my young daughter) but not our passports. And then just grunted and gestured at me. I was confused and he said show passport. He wanted me to open each passport myself so he can match my name to the passes. And he did it with as little words and just grunting like this is a waste of time.
Usually the staff take every time and check every thing themselves not ask the passengers to open each passport to make it easier for their own selves. I took my things back albeit a little roughly because I am already annoyed with his attitude. He must have noticed it because he called me and my daughter back and asked for all our passports back as if suddenly we are criminals and he need to recheck everything again. It was out of his spite and this time he SHOVED everything back to me three time roughly. I called him out on it. I asked him what is the problem, why are you so rude??? It got him speechless and I left to enter the gate.
As a man to shove something violently into a woman’s hand even when I have not said anything to him, it felt like a slap in the face. Is this how your staff treat budget airline passengers like we are not worth the time to talk properly to? Sorry I’m not taking AirAsia for my return flight just because of him. I’ve booked Msia Airlines instead. Perhaps they will treat us with more respect.
Stranded
5.0
I’m sitting here in a toilet cubicle as I write this message, tears streaming down my cheeks. I arrived at Don Muang airport, check-in counter at 7.02 pm only to find a long que. I know the exact time as there is a large clock between each check-in aisle. I told the trainee staff that my flight was a t 7. 35 and asked if there was a self- check in counter. I was requested to stay in line. About 20 customers were being serviced by 2 staff.
The staff told me to hurry to the flight, and I did so indeed. Through security and immigration I sought the fastest line and rushed as much as I can. When I finally arrived at Gate 24, I was surprised to be shouted at by the AirAsia staff there “Why are you still walking! Why aren’t you running!”. The time was 7.20.
I was barred from boarding. Much later I saw a row of AirAsia self-check in machines by check-in counter number 1.
I am now hungry and alone in a foreign city. I have no money as I spent it all under the assumption that I was going home. If only a staff member had pointed that out when I asked for it.
Singh Ankita
5.0
This is with reference to my flights booked with AirAsia and subsequent cancellation by the airline. Travel details : Hyd to Ranchi : 8th Jun’18; PNR – NWD73G Ranchi to Hyd : 12th Jun’18; PNR – JWHHFG The tickets were booked 2 months ago. Yesterday (28th May) I received message that the flight has been cancelled (just 10 days left for my onward flight). Cancelling flight and informing user so late is not justified. AirAsia customer care people told that I can get 100% refund or travel on 31st May’18! I need to travel on those specific dates itself. I booked the tickets for 7k and now the minimum price of available tickets is Rs 10k (excluding convenience fee). The prices have risen by more than 40%. Then, how can the refund be limited to 100%? I have read the DGCA document (http://www.dgca.nic.in/cars/D3M-M4.pdf) regarding the requirements airlines need to follow in case of cancellation (Section 3.3). AirAsia has failed to fulfill all of these requirements.
B Kanabar
1.0
Appalling and inhumane airline.
Will be suing the airline very soon for this serious matter, it’s 2018, wake up and care for your passengers for once.
Today, we bought 4 bottles of water at the terminal since we both have an infection and are severely dehydrated.
For our surprise, there is a second security screening before reaching the gate. They made us throw all the water bottles away even though perfumes, and other liquids were not an issue. Just the water!! So we tried to buy water again from one of the vendors next to the gate. For our surprise absolutely no one sells water!!!! They sell food, coffee and everything else, but no one sells water. So we went to the vendors to ask why. Most of them replied the same thing (all of this was recorded!) “They don’t let us sell water so passengers are obliged to buy water during the flight”. What kind of inhumane organization is this???
After this we noticed a stand selling a glass (!!!!!) Of water for 2.5 dollars. What??
Sharmini
5.0
I made a business class booking with Airasia on the 25/01/2017 from KL to Sydney. Unfortunately I needed to change to a later date because my mum was not well. When I logged in to my account, it said I had to pay MYR$1400 (AUD $465) to change the date.
I emailed and called Airasia and all I got was the same answer, I had to pay that amount which was equivalent to purchasing a new ticket, even though business class is allowed to change the dates twice for free.
I thought if I Facebook-ed Tony Fernandes, I might get a favourable answer but no such luck.
What a pirate!!
He has the audacity to tell the government of Malaysia to put the people first.
I have been flying Airasia for the past 7 years, but not anymore. I will pay to fly a good airlines.
Holly
1.0
I purchased a premium flex flight from Bali to Perth, which allows changes to flight. My original flight was booked for 6th May, on 5th of May, I logged in to manage my booking and went through the full process to change my flight. It came up saying confirmed, with the date as 8th May, i logged in to My booking to double check and it said 8th May. When i went online on 7th May to do online check in, the flight was saying 6th May. I called customer service and he said that his system says 6th May and i had missed my flight. I argued with him, about how the change was confirmed and he just kept saying “no mam”!! I had to book a whole new flight, costing me another $200 AUD!!!!
Their customer service is disgusting and their website is clearly making errors!!! I should not be expected to pay for a new flight, when i did everything right to change my original flight.
Very angry!!! Will NEVER fly Air Asia again!!!
AVOID THIS AIRLINE!! THEY RIP YOU OFF!!!
Sunny
5.0
Worst Customer Service of Any Airline!!
We booked this flight with the intention of enjoying a previous positive customer service we experienced in February 15-19, 2015 travelling roundtrip Hong Kong-Phuket. However, Air Asia has not assisted in resolving our current booking reference one-way Kuala Lumpur to Danang. We will be in Kuala Lumpur during August 2018 just booked the flight from Kuala Lumpur to Danang, however, the destination has now been relocated to Johor Bahru. We requested a cancellation or reschedule or receive a full refund for the flight and rebook again via Air Asia. We originally approached Air Asia via phone with no response. We then contacted via the Live Chat on Air Asia website and the Customer Service Agent was not helpful and directly told us no refunds, cancellations and re-scheduling and the Agent promptly closed the chat module. One option was to just re-schedule the flight so it would be easier for us to still fly Air Asia but from Johor Bahru, but the Agent did not provide any assistance in this matter. We are left with a confusing and negative experience as this was not what we experienced when we flew Air Asia back in 2015. We are deeply disappointed with the lack of customer service response and resolve. We want a full refund as we tried to provide some options for Air Asia to help us so we can still utilize your services with no resolve. Their customer service is not to resolve but to create more headache for the customer. never ever fly with them and now we are in the hole for CDN $300.
Anon
1.0
I used to like Air Asia until I experienced the service of their two customer service representatives and realised that using their App was a bad idea because they basically charge your for unfinished transactions.
So here it goes – I was contacted by MR.RKA and MR.RD, who contacted me today, 16 March 2018 at 7:12PM (Philippine Standard Time).
I was first contacted by MR.RKA who informed me that I have an unpaid balance of Php 368.00 for add-on baggage allowance of 20kg which was recorded on 10 March 2018 at around 6:00PM (Philippine Standard Time). The price is nothing really but I didn’t do the said transaction. I explained to him that I did not avail of the said transaction. I’m happy to pay any charges provided that such charges were in fact deliberately made by myself, but for such things that I didn’t do, its unfair to be fraudulently charged.
I further explained that I was in Macau at the time and was “considering” buying additional luggage allowance for my trip back to Manila, but did not push through with the transaction when I discovered that my luggage did not exceed the maximum carry-on allowance. I explained to MR.RKA that while I did consider buying extra luggage for my trip from Macau to Manila, I didn’t push through with the said transaction, and I was not at all even checking at my flight to Boracay (the flight they are claiming that I purchased add-on luggage allowance to). I was emphasising my point that it couldn’t be possible for me to be charged for a transaction on an upcoming flight that I didn’t even bother to look at. I mean its practically common sense. When you are in queue for a flight check-in, you wouldn’t think of any other flight other than the one you’re about to take!
In fact, I would have happily paid for the Macau luggage allowance even if I didn’t utilised it and just got a late charge for it because I really did consider adding luggage allowance for the said flight from Macau to Manila (this would have actually cost more) – I would have just brushed it off because I could second guess myself and simply considering that I may have accidentally added and confirmed availing of extra luggage kilos for the said flight. However, being that I didn’t even look at my Boracay flight at the time, I am at a lost as to how come, your company is suddenly making such charges? Again, these charges are minimal – Its the principle behind getting fraudulently charged that irks me.
I was trying to explain this to MR.RKA in hopes that he would grasp at least the fact that there may have been a system glitch or some other explanation for the event, but he just wouldn’t listen and kept on responding the same thing. It just made me so mad to have to repeat myself to him because he just wasn’t paying attention and just kept on insisting on his response without even considering any of my comments or making a reliable or credible solution to the dilemma. He didn’t even show the slightest empathy – he just went about his canned response! The conversation just escalated because it just went in circles. I eventually realised that I was possibly talking to someone with a learning impairment, so I asked to speak with his Manager but he claimed he didn’t have one at the time. At some point in the conversation he even began raising his voice at me until I told him to lower his voice. I got even more upset when he bragged that he can call back anytime (sighting examples like 15 minutes and etc.) I ask for the feedback (he said that he will forward the issue to another team who will investigate the matter), when I said call me back in 5 minutes, he said give him 1-hour, and I said okay. He then reconfirmed his commitment but used the words that “their representative will ‘maybe’ call me back in 1-hour”. He literally just committed to me that I’ll get a call-back in 1-hour and then summarised the conversation using a non-binding word! It was like he was undermining my intelligence and deliberately using words that defused his responsibility.
I asked for his team lead and he gave the phone to MR.RD who was even more incompetent than MR.RKA. This man was even less empathic and had the intelligence and enthusiasm of a man watching paint to dry.
To make it worst, when I tried to update my flight details. Everything – including just checking my points to see if I have missing miles were all miraculously blocked off.
I’m sorry for using such demeaning words but when you are speaking with two insensitive and non-customer oriented people who makes conversations worst by not even trying to listen and understand what the other person is saying, as well as adding to that event by undermining the intelligence of the person they are speaking with – God really – you will get pissed off. Especially considering that I am actually a good customer. I bring my family along when I travel, and travel a lot. For example: Malaysia Jan 2017 (4 pax), Malaysia Dec 2018 (6 pax), Yangon (2 pax). I even have family today who flew in from Palawan (3 pax) using Air Asia because I recommended it. For just 3 of my bookings and 1 from my recommendation to family members, you already had 11 people riding your plane (round-trip per person) and do take into consideration the fact that I’ve only begun being their customer last year.
While I don’t expect an award or special treatment for patronising this company; nor do I consider myself as a valuable customer to Air Asia. Their call centre agents should at least be more courteous.
Also, how come they only call their customers 2 days prior to our flight to inform us of “unpaid transactions” (as per the agents that called me) –
1. They are not giving enough time for a proper investigation. (In my case a 30 or so minutes of investigation. Where is the check and balance in all these? Do you just accept what one person would report to you?)
2. With the short time they’ve provided, they were actually practically leaving us with no choice but to pay-up charges which we possibly didn’t do (like in my case) or else we were not allowed to get on our flights.
3. Their phone app doesn’t allow for over the counter payment for add-on products. Its either we use a credit card, paypal or some other transaction that doesn’t really give way for hand to hand payments. The simple fact that we didn’t plug in our card details and click “proceed with payment” should be constituted as a void transaction only it was us who voided it instead of the other way around, which should not make us liable to pay. Its like abandoning a shopping cart before payment. It means that since we didn’t agree to pay the transaction, it should have been voided right then and there. We shouldn’t be chased by their people to pay for things we realised that we don’t want and need.
4. They could improve this system by actually calling us on the day when the unpaid transaction happened to check if we actually want to proceed with the transaction if they were actually not coercing us to pay for uncompleted transactions.
5. Their representative called me once the other day. I didn’t get to pick-up. I was possibly driving. He didn’t bother to call me back on the same day. But today, I get a call 2x? Their staff called me in the evening only. They are just really setting us up to pay up.
SIMPLY PUT: DO NOT DOWNLOAD THEIR APP AND DO NOT ADD ANYTHING WITHOUT REALLY WANTING TO ADD TO YOUR BILL IF YOU DON’T WANT TO GET CHARGED. The minute you basically click “ADD” – THEY OWN YOU AND WILL MAKE YOU PAY OR CHASE YOU AROUND LIKE A DOG IF YOU DON’T.
More importantly, what is with this rubbish of charging their customers for transactions that we didn’t do? Is there a system manipulation going on? This is not fair and extremely fraudulent in nature. This very unethical.
All of this stress for Php 368.00. The call with their agents was just too taxing on me, and rehashing it by writing this letter is even more draining. But if they can do this to me, how many more customers are they doing this too?
I will pay the charge only because I’ve made commitments to fly to Boracay and I don’t see the point in letting a non-refundable ticket go to waste over Php 368.00; because their representative insist that the charges cannot be cancelled and I will not be allowed to travel without settling the charge as their representatives insist that I made the charges (after doing their 30 minutes or so investigation), but let me be clear that I am not admitting to availing of the luggage allowance and I stand by my statement that this is a fraudulent charge.
Please also note that this will be the last time that I will fly using Air Asia. I will no longer endorse or suggest Air Asia to any of my family and colleagues. Moreover, when asked about my opinion about Air Asia, I will honestly and completely tell anyone my experience with your company.
Lastly, I hope that they do not do this with any other passengers as most people flying with Air Asia are only using your service as it is a budget airlines. There are only a handful of people like me who just fly out of leisure. Most people using this airlines practically just earn enough to get by like Overseas Filipino Workers. A charge like Php 368.00 could really hurt them and their families as it could be put to better use.
katie tham
5.0
If you crave for bad customer servicing and a guaranteed no-refund policy due to duplicating bookings, look no further, air asia will not only bring you to places, they will make you pull out your hair in asia. Following nicely layout instructions to file for a refund in their website leads you to nothing. Filed 4 times feedback, received their email stating my case numbers, asked to sign in to “BIG LOYALTY PAGE” so that i could track my refund status.
Nicole Braganza
5.0
Air Asia is the WORST airline I have ever travelled with, I would highly recommend you pay the extra cost with ANY OTHER airline but never use their service. After nearly 3 weeks of undue stress and no response from anyone, they have finally offered me $10NZD to supposedly replace a bag severally damaged by their staff at KL, Malaysia. I guess a third world country will always remain a third world country as they don’t care about their customers at all. My bag has been damaged beyond repair after putting a fragile sticker on it. Seems like their reputation precedes them and I wish I had read about them before making my booking with them. I wish there was someone who can help me raise a case against them as it seems they are doing this to quite a few people and getting away with it. PLEASE DO NOT USE AIR ASISA, YOU WILL DEFINITELY REGRET IT!
Danny Tan
1.0
To All Singaporeans,
If you have a choice, don’t fly AirAsia. AirAsia does not even have a hotline to call in Singapore and if you run into issues like me, you will have no one to turn to for assistance and will be a sitting duck. Having said that, after combing through all the complaints about AirAsia, I realise that their hotline may not help as well. So all in all, I will not fly AirAsia again.
Just to make it clear, as I have no access to a hotline, I wrote in on their website feedback sections. Its been 3 weeks now and no reply at all. I have no clue what to do other to rebook another ticket with ANOTHER AIRLINE as frankly, I do not expect a reply at all.
Lisa Brown
1.0
I am at my wits end with Air Asia. It has taken 5 days of me trying to communicate with them and still I have not had the response I need. They continue to repeat the same thing over and over and refuse to answer my questions. I needed to change an incorrect flight. I was told to completely rebook the trip assuming I would get some form of credit. After paying an extra £200 for the next flight, So I have paid around £320 for flights to krabi from Bangkok! I am told I will get a cancellation refund, why could I not have just changed my incorrect flight? It would have been cheaper! But they told me I would get credit. I am then told to contact them with my booking number to allow this process to go through but I have no way of contacting them as I am not allowed to respond to the email. I am now running out of time and No one has responded to my emails or twitter messages (I signed up to twitter purely for this problem) and live chat has not worked once, they’ve either cancelled on me or I am 92 in line and after waiting it then cancels. I can’t call either as I am in Vietnam and there is no office here and I don’t have the credit to call. I can’t believe how hard this has been to sort and I am taking the matter further if I do not have a personal response to this problem.
Vani Raghunathan
1.0
My recent trip from Singapore to Kuala Lumpur is nothing but complaints.
1. Onward Journey from Singapore to Kuala Lumpur and Return –
Flight was delayed by more than 1/2 hour. Staff at gates did not know when the aircraft was going to land. The timing at the gates was 8.35pm, but only after 8.45 pm did the aircraft arrive. By the time we departed it was after 9.15pm
2. Return Journey from KL to Singapore – This is a Four Part complaint:
Part 1 –
My daughter is 3 year old and she was allocated a seat in row 18 and for me and my husband in Row 20 (at each end). called the airlines before starting the onward journey and was on hold for more 10 mins. Kept pressing 1 and 2 in the IVR for no reason. Was advised by Staff in Singapore to get the seats changed in KL. Day before boarding flight, went to the office in KL and requested to change seats. Got told that I need to pay $160 SGD. The team is so proud of their Pathetic Auto Allocation System (which allocates seats to parents and kids separately). Finally at the airport there was one staff who was sensible enough to change the seat for me ( so i could sit next to her). Oh, she then didn’t give me her boarding pass. After boarding the flight there was a staff member at the gate who wanted to know where was my daughter’s boarding pass. had to explain the whole story to him again.
Part 2 –
Then comes the story of Rice Cooker. We were told that we could carry it onboard as the cables etc were already in the check in baggage. Before immigration got stopped by the Air Asia Staff and advised we are unable to carry it and need to check in. Requested to get our bag back, but, ofcourse cannot do that (that will take more than an hour – the bag was checked in just 3 mins before ) and were charged RM 100 (100 Ringetts) to check the cooker.
Part 3 – Couldn’t claim GST, because, the lady at the gates saw the cooker but wouldn’t stamp the receipt because she claimed she did not see it. She never advised that we need to go to another counter to get it stamped etc.
Part 4 – Called the airlines this morning and was advised to call Indonesia office. Called this office and told the lady that i am calling to complain. She listened for 15 mins and told me that i need to call the KL team as the flight was to KL.
The worst part of it all, is that they are very proud of their Auto Allocation System and they don’t understand anything about what someone is saying. They don’t listen and cannot think outside the box.
hwang
5.0
On the airasia website payment by credit card has no processing fee . However i booked two flights from kl to pg and pg to kl on 7 Jan 2018 and 3 Jan 2018 respectively. When card payment made no processing fee is shown but after payment and on printing out the itinerary and checking the credit card transaction, I was charged processing fee of RM8 and GST. This was never the case before in my previous bookings. Is Air Asia now simply charging any charges they want without customers knowledge????
Thirawat Panjasophkul
1.0
AirAsia has the worst crisis management. Delay due to engine problem but no other information provided. Even how long we have to wait. All staff gone and leave us waiting. Plus seems to be no one fixing anything
rothwell s
5.0
Feel bad to miss the Kuala Lumpur leg today 6th January. Departure time supposed to be 1710 hrs & Boarding Time 1700. No prior announcement was made about the boarding which finally announced at 1700 hrs at Gate L7. I was sitting outside L6 when it was announced, however the gate was closed. Four other passengers also missed the flight. I went in to the departure hall at 1709 hrs however there were no staff in attendance. I even took a photo of me behind the info monitor with time 1709 hrs. Finally the lady staff attending to the passengers return from the aircraft rudely inform us that the plane is about to take off and she has arranged our luggage to be unloaded. She did mention she did not make the final announcement. We do not deserve this treatment and seek compensation for the lost of time and repayment of other flight.
Elena Di
1.0
I’m very disappointed with the customer service of your company.
We had a flight from Langkawi island on the 26th of November at 7.20pm to go back home in Perth, with a stop in Kuala Lumpur.
Due to an emergency we had to go to Kuala Lumpur one day earlier, so we booked another flight with Airasia on the 25th of November from Langkawi to Kuala Lumpur.
The 26th of November we went to the airport to catch our flight to go to Perth, I got my boarding pass from a lady at the counter, but at that time my partner wasn’t with me so we went again to ask for his boarding pass a few minutes later.
The lady at the counter told us she couldn’t print the boarding pass as the flight we booked was a connection flight, so if we didn’t fly from Langkawi to Kuala Lumpur on the 26th of November at 7.20pm, we couldn’t fly from Kuala Lumpur to Perth at 12.05am.
We were a bit confused, cause I had my boarding pass and I was ready to go to my gate, but my boyfriend didn’t, so we tried to understand what was going on.
On the confirmation email it wasn’t saying it was a connection flight, cause if we knew it, we would have bought a new flight from KL to Perth as well.
What I’m not happy about, was the poor customer service we received from the airasia staff, as a Supervisor ( I presume he was) started to laugh at us when he said we had to buy a new flight.
A new flight for us was really expensive and we didn’t want to buy a new flight cause we had already a flight from KL to Perth and the seats were already chosen.
At the end, after varies discussion, we couldn’t do anything but buy new tickets, we tried so many times to ask if they could have done something for us but there wasn’t any other choice.
We asked what would have happened to our tickets and seats, and the Suoervisor told us they couldn’t re-sell them cause they weren’t allowed. We went to the sales shop of airasia and luckily there were 2 seats available for the same flight. We felt really lucky.
But guess what? When I checked the seat on my ticket …it was exactly the same as the boarding pass I had previously from my original flight.
Now, is this a joke? Does Airasia care about his customers or what they care about is just money?
I felt really disappointed and humiliated.
Unfortunately, after what happened I’m not too sure I will use airasia again.
Now, I’m trying to get a refund for my airport tax but again the poor customer service didn’t know what I had to do, telling me first to contact the agency I made the booking online with, cause airasia can’t do any refund if the booking is through an agency
I called the agency and they told me I need a cancellation from air asia to permit them to start the refund application.
My booking number is XJUCXS, flight number AK6323 from Langkawi to perth the 26th of November at 7.20pm.
prem judge
5.0
Travelled from N. Delhi to K.L by business class on 8/11/19 midnight flight. We booked and paid for our seats months ahead of flight hoping to get a good nights sleep as we had to attend a wedding the following day. We had one of the worst flights as AirAsia upgraded a lady with a 3 year child who sat in the seat directly in front of us. This lady kept opening the overhead compartment to tend to her child all through the flight without any care of her fellow passengers. There was another couple also with a small child, luckily this child slept most of the time. I had posted a complaint on the review and have yet to receive any reply. Is Air Asia only about some extra dollars or does it at all care for its business class comfort ?
MORGAN RAJ DAVID
1.0
Deceptive Value / Poor Service
1. ‘VALUE PACK’. – No value in the Value Pack. A very deceiving option when we are to book our flight tickets. Customers are given horrible choice of food – Arabiata Chicken Pasta which taste horrible and too spicy. When we asked the flight attendant, is there another choice. The flight attendant responded couple of times, it is a ‘complimentary’ food. It is not complimentary, we paid for the food. It is even difficult when passengers are vegetarian. A simple sandwiches would be a better choice than the horrible taste of Pasta.
2. 4-HOURS PRIOR TO CHECK-IN FLIGHT. I don’t understand why the passengers need to come 4 hours earlier to check-in just because it is schools holidays. AirAsia is ineffective and lack foresight. It is either the staff is inefficient or the process is ineffective.
sam to
5.0
Airasia has a bad check in counter in Langkawi. Almost everyone.who came to the airport have no idea how to check in their bags n bikes.
At first we were queueing at the counter awaiting checking in my bike. Then they asked us to print boarding pass n bag tag. So i went out and printed the tag. After printing the tag we thought we could proceed to normal line however.they asked us to requeue again. My flight on 2.55pm and 2.00pm Im still.queueing. OK fine.
Finally its my turn the staff only check in my bike and leaving all my luggages to my own to check in wth. if so you should have told me earlier to check luggages separated earlier instead of asking me to queue.
ok fine i checked in my luggages myself. she asked me to move to another belt to check in while others are using. Hey, staff do i look like a ball? For you to passing here n there?
Lastly, because of their unhelpful services two of my bookings left a total 15kg allowance separately, while i am having one 15kg bag to check in. They said i.have to repack and buy the weight.
Fine i repack and wanna pay for it. She just asked me to queue to another long queue. WtF. MY FLIGHT 2.55pm. AT 2.30pm im still outside queueing in the line. Well done bravo. what a great services.
Seriously, when your staff come across problem they just kick us to another staffs. Bravo.
Honest Flight Customer
5.0
This airline should be sued for charging customers for flight insurance without their permission.
If I fly any other airline in the world, if you want insurance, you can click a button “Yes” I want to purchase insurance. But with Air Asia, they AUTOMATICALLY charge you for flight insurance unless you click a button that says “NO”, I don’t want insurance. This ladies and gentlemen is called a SCAM!!
And then I when I called customer service they wouldn’t give me confirmation over the phone that I would receive a refund. I have to wait 7-14 days for a SIMPLE ANSWER that I will get my refund. (GOD FORBID I should get a ‘sorry that we overcharged you for something you didn’t want). Then when I called the ‘True Protect Insurance Company’ (what a joke of a title) to get my refund, they said that it would take around 45 days to get my lousy 631 baht refund. So, this is just another form of a ponzi scheme. They keep my 631 baht, along with millions, and billions of baht from other customers in a money fund, and earn interest on that money before they refund the customer their money. AND THEY EARN millions in interest during those 45 days.
You know this is a horrible way to do business. Knowingly SCAMMING your customers out of their money. Charging them illegally for something they never asked for. Keeping their money for so long so you can profit from their deceit.
Do you know how many customers you loose and how much money you loose by this horrible and illegal business practice? Probably hundreds of thousands. I know one thing, I will never fly this crooked airline as long as I live. And I hope that this complaint will make thousands of people book their flights with another company, thus someday, putting you bastards out of business for good.
CROOKS!!
David Krawsek
1.0
Filed a complaint on October 2, 2017 due to being charged 8 kg over the allowance I requested to remove the over allowance weight They would not return my bags after numerous requests The bags never were out of my sight but were behind the counter The ticket agent was disrespectful and forced us to pay 3250 pesos or could not board the plane They are taking advantage of there customers and forcing us to pay for something we could easily of been resolved Not a good company to use for any type of flights I have read many issues about there customer service When returning home I will file a complaint and seek action against them for their actions
Arun Parasramka
5.0
AIRASIA1563 :: CCU to BLR (Via Bhubneshwar): Terrible experience. Waiting on the airport since 1 am today and the staff claim that they have lost our luggage. No sense of responsibility and have not provided us with any assistance. Asking us to wait and wait. They further claim that if found, they will handover to us by noon or else they will compensate for our luggage depending on the wait, after seven days. The In-Charge for the luggage is simply ignoring our requests and tells us to move on with our trip without our luggage.. Complete Fools!! BTW, its not only just us, there are 7 more such luggages missing.
Surasak
1.0
I am a frequent flyer of AirAsia in the route HDY-DMK. On Sep 11, I booked FD3112 DMK-HDY as usual and the flight was supposed to leave DMK on 08.10 pm. I checked in around 05.30 pm and the Boarding pass stated that the Gate was Gate 45 on the terminal building 1. I went to the gate and waited there only to know on the final call that the gate had been changed to the bus Gate 78 at 10 minute before Gate closure. I ran and almost lost my stuff along the way.
So many staffs were at the Gate 45. No one care to notify the passengers about the Gate change!, So disappointed with this Airline.
Maze
1.0
Terrible experience, flew out of Osaka Japan, terrible customer service was rude and hesitant to help me. If your foreign the Japanese people that work for Air Asia X can be discriminating. Manager never came to mitigate circumstances. Air Asia x charge 250-300 for upgrade and don’t even care about their people !
Lynne McLaughlan
1.0
Flight D7 206
Hallucinating male escorted onto plane by Malay Police and left for staff and passengers to handle. Tries to open doors of plane 5 mins after take off. My husband has to tackle him from getting to the front door to open. Poor cabin staff lady dragged down aisle by crazy man. Why has it not been in newspaper. Flight carried onto Gold Coast, with man having to be restrained whole time and always trying to escape. 7 hours of screaming from him, swearing, abuse. Police come on at Gold Coast. We have bruises, stress. Want to make sure air hostess is ok. She was in shock and had to carry on feeding passengers. Ridiculous. Seemed to be no protocol.
Tang hwee leng
1.0
I have booked a flight on 8 March 17 from Don Mueang to Singapore with you and had a very bad experience. I tried to do a self check in but wasn’t sure where it was located so i approached your askAirAsia counter to ask where the machine is. A lady behind the counter directed me. However, I couldn’t do a self check in and went back to the same counter and told her about the failed check in. She informed me to join the queue at counter 1 to check in personally.
Unfortunately it was a long queue. I had an hour before departure time. I queued for almost 20 minutes and the queue is getting nowhere, I was getting anxious and approached the counter lady to inform her about the urgency to check in as my departure time is in 40minutes. She told me to continue to queue. Its 15 minutes to departure time and I was still queueing. I approached another counter next to the one i was queueing. This gentleman name Kritsana helped checked my booking. He informed i have to book another flight but there was no available flight on the same day and I have to book for the next day instead. I told him about the situation and the lady at the next counter was the one who advised me to continue queueing though I informed her about the urgency. I told him I need to speak to the Manager in charge but he told me to go to another flight booking counter instead. I approached to the booking counter and informed that I need to speak to the Manager. The staff at the counter was not very helpful and told me I have to book another flight.
I went back to the information counter where the lady advised me to ask for her name. She pushed me away and told me to talk to the check in counter staff. I went back to the check in counter where i queued previously to look for the lady but she was already off duty so I asked the lady who took over for her name. She wrote it down on my payment receipt and then asked what was the reason for asking. Kritsana told her about my issue and she deleted the name of the previous staff. I told her to stop but was too late. I took back my receipt and can still see that the lady staff’s name was Panita. Kritsana then told me to talk to the Manager. It was too late apparently to solve the issue.
I am writing to you to lodge a complaint about the incompetency of your staff who dealt with my flight. They are apparently not responsible and ignorant. I had to book for another flight out of desperation with another air line which cost me almost another 4000baht. This incident has cause me great distress and money spent due to the ignorance of your staff. I will want a refund for my flights booked.
I have copies of my payment receipt and pictures of your staff whom I dealt with for record.
Putsadee
5.0
Customer complaint about AirAsia flight attendant on flight #FD605 from Phnom Penh to Bangkok on the 17th of June
Dear Sir / Madam
I am generally a satisfied customer of AirAsia and do like to fly with your airline, however on this day and flight I had a rather unpleasant experience.
Me and my partner had an early check-in and everything seemed to be as always eg that we will have a seat next to each other.
Boarding the aircraft and looking for our seats we realized that we where given both an window seat behind each other (22F, 23F) . I started to take my seat when my partner discovered the seating arrangement and asked a flight attendant (not the flight attendant in question) if we can re-arrange the seating with the people affected which was positively acknowledged. So we settled in seat 23D and 23F
Subsequently a gentleman who had 23D was showing up and I started to explain to him the situation and offered him my window seat. He had no objection to this, however there was this flight attendant by the name of Ms. Napason who started a quite embarrassing racked, insulting passengers myself and my partner quite aggressively.
She was holding back the passenger who I had an agreement with from proceeding to sit in 22F and holding up subsequent passengers from boarding the airplane for quite some time.
She obviously was out for demonstrating herself to be in a power position when there was no need for her to get involved at all since no person was negatively impacted. Her attitude was clearly “I am the boss and you do as you get told” without any consideration of the fact that apart from herself no other person had any issues at all.
I do not accept from your staff arguing and making a fool of herself by throwing a tantrum and getting quite personal. When it all got too much I did ask her for her name because I will put in a complaint against this sort of behavior to which she responded, “… can you write?”
Well. yes I can and I don’t take unprofessional behavior from any person let alone from a person half my age. Arriving in Bangkok myself and my partner where the last people to leave the airplane in order to ask / verify the flight attendant name when another crew member (flight attendant in charge?) got involved to the degree, of straight away defending Ms. Napason conduct without even having the courtesy of listening to my side of the story. Needless to say we left it at that.
In my 30 years of flying I have never encountered such a unprofessional behavior.
I sincerely hope that AirAsi is taking these complaints seriously and I look forward to flying with your airline again with a customer satisfaction oriented crew on board.
samtin
5.0
The flight was delayed for almost 7 hours. I informed the crew that we have a connecting flight at 8:00 pm bound for Australia but none of them made an effort to inform Qantas that they have a passenger who is bound to fly with them and will be delayed because of AirAsia. Also, we have a 1 year old baby girl and having to stay in the airport because of a delayed flight became very stressful. We by left by Qantas and have to purchase another ticket because of the AirAsia by 7 hours delayed. Buying another international ticket for the 3 of us is a BIG BIG DEAL!!! We also have booked and paid already an expensive hotel in Sydney which was wasted because the airlines left us because of the poor management & incompetence of AirAsia.
Gene
1.0
I am based in the U.S. My associate is based in Malaysia. We travel a lot on business all across the planet. Air Asia has to be the worst airline to travel on. We are at the airport in Hyderaba, India, getting ready to fly to Kuala Lumpur. Our flight (AK68) was scheduled to leave at 23:55. We left the lounge outside the airport to check in and print our boarding passes. Once we got to the counter we were told there was a 4 hour delay. Then the Air Asia representative weighed our baggage (we each had 1 checked bag). We were told that the bags were ok, our boarding passes were printed, and we proceeded through customs and to the lounge near the gates. 2 hours later the same representative, along with another Air Asia employee, comes to the premium lounge looking for us. He then tells us that we need to pay 2,200 rupees for our luggage. I am highly upset! This could not have been done at the time of check in? This was done 2 hours later after we were told that we were having to be delayed 4 hours? I am a wealthy businessman who travels many places that Air Asia flies. To treat a customer this way is highly insulting. It is not my fault that your representative failed. In addition, it was the same representative (Vajay) that checked us in who came to extort additional money from me. Shame!!! From now on I will fly a different airline.
AFshana.C.A.
5.0
Sub: Lost Mobile Phone (Samsung S7 Edge)
I had boarded Air Asia Flight No. AK 131 from Hong Kong to Kuala
Lumpur on 03.05.2017 (21:05) for transit to Kochi vide Flight No.AK 37
on 04.05.2017 (06:05). Immediately on departing the AK 131 flight at
Kuala Lumpur, I realized that my mobile phone was missing. I could not
register a complaint immediately, as no Air Asia staff was not
available at the ‘transfer counter’. The Kuala Lumpur Airport
Authority directed us to lodge a complaint with the lost and found
department of the Airport, however as we did not have a Malaysian visa
we could not clear Kuala Lumpur Immigration to lodge the complaint.
When we talked with the crew of the flight we had taken, they advised
us to lodge a complaint at Cochin Airport. Accordingly we have
registered a complaint at the baggage services (Air Asia) of Cochin
Airport.
I have also continuously contacted Air Asia Offices at KUL and COK with no avail. I have not received any reply to my mails also. If there was staff in the Air Asia Transit counter at the time of arrival of the flight, I am sure my phone could be retrieved then and there. It is very saddening to note that your airlines does not have proper policies to handle such situations and help your passengers.
Please also note that on my trip to HKG also via KUL, my baggage was delayed by more than 24 hours and I had to go through severe hardships. My entire holiday was ruined on account of travelling with your airlines and i am thoroughly disappointed in your services.
AFshana.C.A.
5.0
Claim for delayed baggage
Ref: PNR No. LE3HGY and Flight Nos AK 38 (COK-KUL 29.04.2017) and AK 134 (KUL – HKG)
My baggage checked in to AK 38 was not loaded to AK 134 and i didn’t receive my baggage at HKG. I received the baggage only on 01.05.2017 and had to suffer severe hardships as the entire clothes of the family , toiletries and medicines of the family members were in the checked in baggage. I had booked a conducted tour in HKG and my entire schedule was affected on account of non receipt of my baggage. With Kids aged 10 and 5 years, I found it very difficult without my baggage. The lost and found department of AirAsia at HKG Airport could not give a clear message on when I would receive my baggage. The only reply that i received was that my baggage could not be traced. I was forced to purchase clothes for the entire family at a cost of HKG $ 1840/- . As my scheduled tour was disrupted, I also had to spend an amount of HKG $ 365.40 /- for travel from my own pockets. As the airline is solely responsible for my loss, I request that the additional expense of HKG $ 2205.40 /- be reimbursed. The invoice of the purchases made is attached for reference.
The bank details for remitting the reimbursement expenses are given below:
Acc Holder Name : Afshana.C.A.
Bank : The Federal Bank Ltd, Aluva B J Branch, Kerala, India
Account Number : 15125000216703
IFSC Code: FDRL0001512
I have filed a complaint by submitting e form in the air asia portal . As i have not received any reply for another complaint made for loss of my mobile phone in the flight, please also let me know how i should follow up for complaints given vide e form.
It is also surprising that your airline does not have dedicated email IDs for these purposes.
chiewthomas bangsing
5.0
Good day to you. My name is chiew/thomas bangsing. I am a frequent flyer with Air Asia. I took a flight from Melbourne to KL on 12/5/2017 @9.35am @D7 215. While retrieving my check-in baggage in KL, I found out that the handle and one of the wheels were ripped off. I lodged a property irregularity report. Report ID CBTKUL17A04266 Tag No. KUL395984′ The staff concerned was very helpful and advised me to see a service counter staff when I went to check-in on my KL-Sibu flight AK5874 @ 6.45pm. After checking in, the friendly staff advised me to go to see the service counter under U over my damaged baggage.. The gentleman saw me and immediately closed the counter. I imparted my case and he told me the counter had just been closed and instructed me to go to other service counter behind. I asked for a reason for his behaviour and he asked me to bring it on!!! He said if you wished to complain, my name is Azahari. I went to the other service counter and met some friendly staff and an officer named Hamshayidin brought me to see Azahari. You know what??? He was chatting happily with some ladies. Hamshayidin apologized to me fervently.’ Luckily, I was able to catch the flight to Sibu.. Air Asia is supposed to be an efficient service oriented conglomerate. With this kind of staff like Azahari, god bless your .company. I have real intention of posting my encounters with this Azahari in the Facebook . I need explanations from him since he is so arrogant .
Sir, I haven’t resolved the issue of the claim of my damaged baggage due to time constraints. By the time I was finished with Himshayidin, it was already 6.10pm and he advised me to board the plane asap.
Your early reply will be much appreciated.
Arthur and Henry
5.0
We are frequent travellers on Air Asia and always print out our boarding passes.At Chennai Airport, we had to go to the Check-in as self printed boarding passes were not accepted.
We queued up and presented our boarding passes for check in. We only travelled with hand luggage. The woman at the check-in asked to weight the luggage. It was 8.5 kg.
She informed us that according to new regulations only 7 kg were permitted and we have to check in the hand luggage. I told her that I will not check in my laptop which contains important information. She insisted. I asked to speak to the supervisor.
Mrs. MG Geetha arrived, talked with the check in girl in Tamil and repeated the same thing. Check in your luggage or you will not board that plane! I told her that I will not check in the luggage, but I will take out some of my cloth so that the weight goes down to 7 kg.
I opened my small hand luggage and took out some cloth to wear it. She told me that I need to step aside as she has to check in other passengers. I replied quietly that I will not step aside as I wont *** up again. She then called security which came running.
The security yelled at me to immediately step aside. I kept my patience and told the supervisor that I do not accept the security yelling at me, trying to grab my arm to pull me away from the Check-In counter. Moreover, I told her that there are several other Check-In counters available. Mrs.
MG Geetha began then to threaten me. She told me that we are delaying the flight (there was still 1.5 hours before departure) and because of my behaviour make things horrible for other passengers. I asked her, why all the Indian citizens on the same flight were permitted with hand luggages which looked like they were clearly over 7 kg without having to weight them, but only us should pay. She refused to answer my question.
I asked her if we were singled out because we were Non-Indian? I had put on some cloth and my luggage was exactly 7 kg. (When it was 7.1 kg, she still insisted that we have to pay). She continued her threats saying that at the gate she will be there and that there is another scale and that there they will take away even my computer.
I answered her that I have quietly complied with her demands and want my boarding card. She issued it to me. But as it was my friends term to check in, the same procedure started. The weight of his hand luggage was 9 kg.
As the security was still beside the check in counter and Mrs MG Geetha and the check in girl were at the same time yelling at my friend to pay or get out of the line, he broke down as he was scared and agree to pay. We were immediately whiskey off the counter and had to go to another counter for payment, where the staff informed us that the credit card machine is not working properly, so they will write down the details by hand as well. I told them I dont trust this system but as we had no cash money, I had to agree. FOR 2 KG EXTRA AIR ASIA CHARGED 4400 Rupees, which are appoximately 70 USD.
After payment we had to *** up again. My friend was so upset by the whole episode, the yelling, threats and impoliteness of the Air Asia staff and the security that he was crying. Of course Air Asia didnt care and just told us to better go to the flight quickly or we miss the plane. Of course at the gate, neither the supervisor, nor the Check-In woman were present.
No scale or hand luggage check. Some Indian travellers who had noticed the problems at the Check-In came to talk with us and were upset. They showed us their hand luggages and at least 10 passengers confirmed that theirs were not weighted nor anyone had to pay extra charges. We had been selected because we are a Western and an Asian person.
We strongly condemn racial profilling. Either Air Asia decides to weight the hand luggage of every passenger and makes them pay even the weight is slightly over the limit or none.
We consider not flying with Air Asia again and ask Air Asia in Chennai to have a talk with Mrs.MG Geetha and the woman who had duty at counter 40 on Friday May 5th for flight AK 12 from Chennai to Kuala Lumpur
Si Latty
1.0
Lousy experience using AirAsia.
Cancelled my booking without telling me. Had to book a new ticket. AirAsia made me loose over Bht30.000. They destroyed my bag and refused me compensation.
They don’t give a shit about the customer. They will not take a blind bit of notice to any complaint.
I will never recommend AirAsia to anyone.
Bernie
1.0
Air Asia is expanding too fast to take control of the people who work for that airline. I totally agree when Air Asia customers say that Tony Fernandes (CEO) should take care more about his stuff members than expanding more and more. Actually you should shut down this airline!!!
I booked a flight from Kuala Lumpur to Auckland for 2 persons + sports equipment. On the check-in counter they refused me to go on that flight, as they considered my passport as damaged. My passport detail page has a torn on the top page which is not too big.
It is still intakt, no photo damage, no detail damage, you are able to scan…
But the stuff on the check-in counter from Air Asia has been really naughty, she send me to the Service Counter. At the Service Counter the stuff member were all overchallenged as other people were standing there to complain. All the stuff members just could say “you cannot fly, your passport is consider damage”! Thats all? Are you kidding me?
They were sending me to one manager at another counter and i was talking to him. I have been telling all of them that since i travel i never had any issues. But this manager didnt care and said the same like the others with a really rude attitude. They dont give any other explanations, they just dont care and they treat you so bad! They way how the manager and stuff member talk to you is super rude and naughty!!!
As Air Asia is a low fare Airline i think they dont give a fuck how to treat people. How is this even acceptable??? Why do they treat customers in the way they do? What gives them the right? For me, its all out of reason.
The way they treat you makes you angry, pissed off and you are in the situation to fight because of their manner/attitude.
I have been traveling to Australia, Malaysia, Thailand, Myanmar, India, Nepal and back to Malaysia without any problems with my passport and the torn on the detail page. No one of the Customs or even Immigration of each country has mentioned anything about it. Plus…In my opinion, the Immigration or Customs could easily let you know if your passport is considered as damage.
What do you do with your passport? You hand it over every single time you enter a country. The people on the Immigration have a close look on it, scan your passport and flip through. Also in hotels your passport get used for scanning. Of course if you travel a lot, your passport get wear and tear. So you should actually get a notice from the Airline or from the Immigration that your passport has a torn. BUT NOT A REFUSE to get on the flight. Why do they refuse you? Because they are afraid to pay a fine when it comes to the Immigration in the other country.
Of course they dont want to pay a fine, Air Asia just want to soak up your money because you dont get a refund back, its your fucking problem of the passport. Seriously?
After some research i have found out there are existing more bad reviews than good ones.
NEVER EVER AGAIN!
I do like to travel budget but there is no reason to treat customers like that. Surely in future, i will pay more for my flights but have an excellent service.
Tan Chai Loong
2.0
Not a very good experience recently travelling on AirAsia. Encountered my luggage damage and suppose to receive replacement unit within 4 weeks but still yet to receive my replacement luggage. Until now no further information or update..
Gunveen Kaur
5.0
Hi, first time i booked with Air Asia, and i guess its my biggest mistake. Horrible service!! Both the flight departure as well as return got cancelled and your ridiculous team & customer care support is unable to tell how to refund back money.. i am definitely going to report this issue to aviation department. Pathetic service & one of ur executive even lied that flights are not cancelled.
Ashley Kumar
1.0
My husband and I were traveling AirAsia from Chennai, India to Auckland, New Zealand. I’m a U.S. citizen and my husband is an Indian citizen. When we booked the tickets there was no warning about checking our layovers to see if we needed an e-travel visa for any layovers. So we booked the tickets and made sure to have his travel visa for New Zealand ready. No where while booking the ticket does it warn you to check your layovers for e-travel visa’s.
When we got to the ticket desk the India AirAsia customer services was extremely rude. They did not try to help change our flight to accommodate for the issue of not having the Australia travel visa form completed for a 1 hour layover. They said there was nothing they could do to help us and we were on our own. We ended up having to go to a travel agent and book a flight with Cathy Pacific which required a layover to Hong Kong.
AirAsia caused us to miss a full day and half of our honeymoon because they did not properly warn us of where their layovers were. Also, the customer service from Sonia Nagaa while in Chennai was terrible. She was disrespectful and very unaccommodating. I will make sure to write poor reviews on all Air Asia websites (Facebook, Twitter, travel sites, etc) if this is not resolved with credit for the flight or a refund.
I have now also talked to Mahtsh from the AirAsia U.S. Call center and he was also very unhelpful and had no sympathy for the situation.
Diana
3.0
I travelled from Penang to Medan. What a bad service I got from Penang ground crew. I travelled with my baby (infant) and the crew asked me to go document check (long queue) and then I cant straight away check in my luggage. They asked me (bad attitude) to go to internet check in again for printing the luggage tag (long queue). And then ask me to queue again for self luggage drop. Can you please help me because i carry an infant? Why u ask me to go here go there. Such a bad service and bad attitude from ground service. Really dissapointed. And somemore, the air crew dont even give me an infant seatbelt.
Roy
1.0
Made a mistake with online booking. I saw the mistake within minutes. Contacted call centre to be told nothing they could do,I had lost 3,500 baht. How difficult would it be to change the booking and make a small charge. Nice business to do people with.
Ratnam S
5.0
I had travelled from Penang to Bangalore (Booking: XGZNRP) on 1/3/2017 and returned on 5/3/2017. Our flight AK 6129 was scheduled for departure at 6.35 PM but was delayed for approx. one (1) hour. Our connecting flight to Bangalore (AK 53) was scheduled at 9:10PM same day, and the plane was waiting for my family members (4 adults + 1 infant). When we enquired about our baggage (3 suitcase & 1 car-sitter cum carrier) , the ground crew informed us that the baggage will come on the next flight to Bangalore that is on 3/3/2017. We disagreed with ground crew personnel and demanded to travel with the baggage. At this point a captain of the plane met us personally and assured that our baggage will travel with us. After a delay of approx. 1 hour the ground crew personnel assured us all the baggage is in, and the plane left KLIA.
After arriving at Bangalore International Airport, we found 1 suitcase and car-sitter was missing. The logistic handling personnel at the Airport confirmed that our missing items were actually not loaded into the plane. A property irregularity report (BAHBLR17A00022FT) was prepared immediately by Mr Salman.
On Saturday (4/3/2017) Mr Salman called an informed us of the availability of the missing items at Bangalore International Airport and it was not delivered to our location (Puttapurthi) 143 KM away from the airport. Finally we had agreed to collect the item on the 5/3/2017 during our return flight from Bangalore.
As a regular traveler of AirAsia for many years, we were totally dissatisfied with the attitude of the ground crew at KLIA. Since there was a delay in flight AK 6129 due to some reason unknown, the ground crew should have waited for the plane to arrive and transferred the baggage immediately. Just consider our difficulties my wife and myself had undergone without our belongings. My son had difficult time handling there infant with out the car sitter. We can’t believe Air-Asia staff including the captain of the plane giving false promises and make us believe that everything was right. Now I am asking a question; will this captain or crew member leave there belonging in KLIA and travel to foreign country?
Since the claims department wants the reason for the delay and duration in official report, we hope the Quality Assurance Department / Customer Complaint Department to conduct full root cause analysis on what the standard operating procedure says and what was done.
Vijith.M
5.0
I am so distressed in sharing my bitter experience from one of your cabin crews while travelling to Hyderabad recently. We have booked 3 tickets in the name of Mr. Vijith, Dr. Shyam Sreedhar & Mr. Shabareesh to Hyderabad on 17th February via Air Asia Flight NO I5 – 1526.
One of your male cabin crew member came and took my mobile phone from my hand without my consent. We got shocked and he asked me to collect it from security and went away. Then asked the lady cabin crew what is happening & why such obstinate actions from your team!!! She told that I had taken photos of Air craft. I told her that we have not even intended to take any photos and you can check my phone to prove their version is correct or not. She talked with the cabin crew and failed to find any pics of Aircraft and later returned the phone back.
I felt literally insulted as other passengers were also laughing on us. I was travelling in Air Asia for the first time and your behaviour literally ruined the mood of our pleasure trip!!! This was not something expected from a unit of TATA group. I never expected that your cheap rates will replicate in your staffs’ manners too!!!
You are requested to coach your employees to behave properly to the customers and If someone takes photos you may warn him and ask him to delete the same, instead snatching others property. I expect your team would test out the reality of the incident and take apposite steps in this regard.
Waiting for an early reply & action from your end or else we will be forced to share the same via social medias & go for further actions through legal authorities..
I have sent a mail to your grievance redressel cell on 25/02/17 to ‘[email protected]’; ‘[email protected]’ and still no reply from their end.
Andreas
5.0
I am writing you with a serious complaint against the ground staff at Bangkok DMK airport:
They frankly refused to check me in in spite of valid tickets and all-good travel documents.
No reaction to my complaints by now (9wks after).
Arriving there on 28-Jan-2017, 19:30, for the flight to COK International Airport, I was refused to check in by the ground staff in spite of holding a valid ticket (booking number YMLTMN), a valid onward ticket to my home country (departure 3hrs after arrival at COK) and valid & complete travel documents.
Asked for a reason, I was told that only passengers with a valid entry visa for India would be carried on that flight.
(Knowing that some things might be different in India, I had informed myself at the Indian embassy before: No visa required for stopovers!)
Could not believe the behaviour at the check-in desk. An entry visa for a 3hr stopover at an International Airport? In spite of the embassies positive information? With COK International airport being one of the most modern and professional ones all over India?
As I could not clarify the issue at the check-in counter and I feared to miss my connecting flight, I asked to speak to the ground staff manager, who was not able to solve the issue within the next two hours. What I heard from the manager was even more capricious:
a) No matter what the Indian embassy says: Air Asia policy would not accept passengers without valid entry visa. The website would clearly say that passengers would be responsible to care for all necessary visa issues by themselves and AirAsia can not give any information about visa requirements. He concluded (in a logic that may be hard to follow) that I should not have called the Indian embassy but AirAsia help desk to ask whether a visa is required or not.
b) He could not allow me to travel to COK Intl airport at own risk, because it might cause extra costs and trouble to his airline, if Indian officials would not allow me to enter the airport.
c) AirAsia would be a cheap airline and the plane would sometimes arrive at a place that is seperate from COK International Airport, so that immigration to India would be necessary in order to get international connecting flights.
(This is a bare lie, as you can see from COK airport´s arrival site, saying that flight FD170 arrives at COK International; see http://cial.aero/flightstatus/status.aspx?type=ARRIVAL&linkLvl1Id=8&linkId=9.
Even if it would be true, the airline should not sell online-tickets to COK International then – or at least make any announcements on their website that it is not good for connecting flights and stopovers.)
c) He can not reach anyone more competent than him to decide on the issue in time.
d) Instead he spent two hours calmly surfing the internet to show me colored pictures of all different kinds of Indian visas (while refusing me to apply for a visa on arrival at the same time!) + showing me finds he considered suitable to justify his refusal.
e) Once I realized that there is no more chance to be carried by AirAsia, I asked him to either bring me to Cochin at my own risk or to confirm me his refusal in writing. He frankly answered that he would not like to do either because both actions might have unpleasant consequences for him – and therefore would not confirm anything in writing. Luckily I had noted his name before he was able to hide his name tag.
steven andrew
5.0
I am writing to you with a serious complaint against one of the ground staff Louise West who was very rude, unhelpful whilst I was checking in from Perth airport to Bali on the 18th February on flt QZ 545.
I have travelled with Air Asia for many years to and from many domestic and International destinations and I have never been treated with such terrible behaviour from a member of the Ground staff, who represents your Company !!!
I shall start since beginning so you have all the facts.
I booked a return flight from Bali to Perth on 5th Feb returning to Bali on the 19th Feb, I did this online and paid for my luggage and meal the Ref no V18V2J. Unfortunately I had to change my ticket, I spoke to AirAsia staff and was told to do it online and everything would be the same apart from the date change, which I did. I changed my flt to the 18th Feb returning to Bali on the 18.10hrs flt .I paid the difference of the ticket and thought that was all good as I have confirmation stating so Ref UCQ14L. I checked in online before going to airport.
When I arrived at Perth airport I went to check in desk produced passport, booking ID etc whilst the check in man was checking me in I loaded bag onto scales, I was then informed that my bag had not been added to my booking, which I questioned and told the staff it was he who then referred me to Louise West who as at the desk next to the check in desk. I spoke with her and explained that I had changed the date of my booking but everything else was the same, luggage meal etc and offered to show her the booking on my phone, this is where my problems started as there was no working wifi in the airport.
I asked her to please check if wifi was working on her phone which she did and confirmed that it wasnt. I then asked her to look up the original booking Ref but refused to, she then stated that my bag was a sports bag and told me I would have to Pay an extra $45. I replied its not a sports bag and it had my clothes, toiletries and a few presents in. I would just like to point out that for the last 10 to 12 flights Ive flown with AirAsia Ive always used the same bag and never been told this or ever had any problems with before.
I then offered to show her my booking emails, change of flts, payments etc as I had then all on my computer but she was wasn’t interested in the slightest, at this point I was becoming very agitated and asked to speak to a supervisor or Manager which she replied there was nobody available, she then picked up her phone and I assumed she was going to call somebody,which she appeared to be doing, I asked to speak to whoever she was speaking to at which point she hung up and refused.
I said that I was nt making this up and had emails and payments to prove but she was totally unhelpful. She told me to put bag on the weight machine and it was 5kgs over which i said ill take some clothes out and give to my friend and put some in my backpack, this I did and the scales said 21kgs so I took a few more things out and weight went down to 19.7 kgs ,so I took bag off scales closed the bag ,she then told me to put bag on scales then all off a sudden it went up to 27 ????? i said how could that happen and to check again ,she said no and then threatened me – if i didn’t pay the excess bag and sports bag charge she wouldn’t t let me on the flt!!!
I was really angry now, I remained polite but I did speak to her sternly after she told me that ,she was very rude un helpful and sarcastic. I asked her for her name as I wanted to report her behaviour and the fact that she accused me of lying and blackmailing me, threatening me that if I didn’t pay a total of $245 she would cancel my flt,she wouldnt give me her name but by chance I saw it on her ID tag she had.
I had no choice to pay this amount she charged 10kgs excess $200 and $45 sports luggage. Once I paid this on my card she gave me my boarding card and was very sarcastic, I told her she was very unprofessional and should not be representing AirAsia. I also said that I would make a formal complaint and her attitude was “whatever”.
Teo Hua Chin
5.0
On 8Feb17, time 1500, me and my husband and our 1 year old baby was taking the flight AK715 bound for Singapore from Kuala Lumpur after our home trip for CNY celebration. When we were on board, my husband carried my baby and I was suppose to handle the hand luggage. While I was searching for a space in the compartments for the luggage, I realised all compartments were very full and I tried to ask for help from a cabin crew walking towards me, his name is Zakhari. I told Zakhari that we need a space for our luggage, immediately he responded to me “Push your luggage to the front, we don’t have space here!”. I turned back and see, there is a queue behind me, I can’t move to the front, but Zakhari kept shouting “Push your luggage to the front!” Frankly his tone was impolite and nobody was moving. After a while he found a space in the compartment next to me and asked me to put my luggage there, he was just standing there watching me struggling to lift up the heavy luggage by myself and my height just too short to the compartment. Half way, I was asking him “Can you help me?” And he replied to me “If you can say please, I could offer my help”. I was SHOCKED with his reply and can’t believe I heard this from a cabin crew. Zakhari did help me to put my luggage in the end.
This was the worst experience that I had in the aircraft. Mr Fernandez, is this the SOP for Air Asia cabin crew? To say “Please” then only render help? Yes, we are taking Budget airline, paying Budget amount for a Budget flight, but is this supposedly the “Budget Service” that we should be getting? As a Malaysian, we are always proud with Air Asia as the best budget airline worldwide, we really hope the management will look into this seriously because I feel that this service lapse will bring damage to the reputation of the Airline and the country.
PS: I could have spelt wrongly the cabin crew’s name due to another female cabin crew who refused to give me the actual spelling of his name after listening to my whole story.
Goh H K
5.0
This is what I feared most. Airasia makes the mistake and instead of rectifying it and giving back the refund, it is requesting the Customer to go on a wild goose chase to get a refund. The attachment has been provided. Please read it.
To recap. am lodging this on behalf of my son as all payments were done through my credit card. My son Jeffrey flew on flight D7214 on 8 Feb 2017. When at check-in counter we submitted our UTO upgrade which was purchased at USD258 to upgrade to premium flatbed. He was told at the counter the upgrade was successful and was issued with a ticket with a stick on sticker for the seat 2K,
Upon check-in into the plane there was no such upgraded seat as there was a double booking and he was told to move back to his original booked seat.
When the Airasia ground staff contacted me during the check-in, there was another passing the blame situation…..about the counter staff making the mistake and the system is wrong. In any case I am not interested in Airasia’s inefficiency and poor customer service and just want my refund.
Ciaran Finnegan
1.0
Absolutely worst customer service I’ve ever had from any airline.
CAS-17618599-ZG0K0K: CRM:0026258
a) Extended delays accessing live chat or telephone operators make it almost impossible to get assistance at short notice
b) The customer service representative was unhelpful and did not explain I could change the date of my flight which I would have done which means I have lost my money due to poor customer service
c) The customer service representative disconnected me before I could complete my enquiry and I was asked to queue for another 45 minutes
d) I have been forced to book another AirAsia flight on the same plane leaving Male at the same time to KUL meaning I am paying for 2 x seats, 2 x additional baggage and 2 x airport taxes on the same flight
e) I have received an auto generated response from a no reply email in response to my complaint, again this is a terrible customer service
V2017
5.0
AirAsia Refuses To Reimburse On Check-In Damaged Baggage Caused By AirAsia For RM400-00
Trolley baggage with purchased value of RM400-00 was noted damaged caused by Air Asia upon arrival at Kansai International Airport on 03/12/2016.
Flight details are D7 532 @ 03/12/2016 ( 1.55am ) from KLIA2- Kansai, Booking no. QCQ7FS
As per AIR ASIA, they can only reimburse to us for the value of RM280-00 which was derived from their own survey from website . e.g ACTUAL VALUE OF RM698-00 WITH 60% DISCOUNT WHICH WAS EQUIVALENT TO RM280-00.
We are totally not agreeable to their statement because Air Asia should consider the actual value of RM698-00 and not for the promotional value of RM280-00 ( after 60% discount ).
However, we only claimed for RM400-00, the purchased price.
Ramilla O Lewis
1.0
Air Asia is the WORST airline that I have EVER experienced! I had booked my roundtrip ticket from Bali to Perth in September for travel in December. I registered my email address with them to notify me of any changes. In December, I got to Bali airport to catch my flight, only to be notified that they had changed their flight times and I was on a later flight — 6 HOURS later. They did not give me any delay allowances for this inconvenience as is required by law. Two days before my return, I “live chatted” with Air Asia, only to be told that the flight was once again changed (of which, I was once again, not notified!!) and I was booked on a later flight that would get me to Bali after my connecting flight had left!!!! I forced them to rectify this. Air Asia did not contact me at all, neither did the online travel agency I used. I have traveled extensively around the world on numerous airlines and this is the worst airline EVER in the world and I hope they will be penalized heavily for their inefficiency.
Ramya
5.0
I did not have a good experience with the airasia ground staff Bengaluru. We boarded flight AK52 on 12:55 am from Bengaluru to Sydney, the ground staff employee told us that he had done some mistake in baggage entry and dint even apologize and was very demanding never seen any air line ground staff with that head strong attitude. We have always seen any airline employee with pleasant customer service. Because of his mistake we have lost the baggage too and still we haven’t received our luggage. Our flight no. was AK52 /D7220 from BLR/KUL/SYD and we have 20 Kg black bag with green and yellow ribbon.
TE
5.0
Air Asia is absolutely the worst airline I have ever experienced – at THAT is saying a lot. I firmly believe their corporate culture and marketing strategy is tied to giving the worst customer service, delaying passenger check-in and forcing passengers to miss their flights so that they can gouge them and force them to buy a ticket on another flight.
Today in Penang, the purported ‘Supervisor’, a woman who lacked any shred of service mind or concern over the gross mass confusion that was going on in front of the check-in counters, literally laughed as she told me that despite waiting in line for 2 hours fighting the crowds to get to the counter ONLY to check bags (previously checked in of course), that I was late and it was my own fault! Despite asking the 2 agents that were walking around calling ‘Final Call’ for other cities (but not ours – because WE ASKED!) if our flight was near ‘Final Call’, we were told to stay in the line and that our flight was not at ‘Final Call.’ Of course when the inept Supervisor asked if they had made the call, they all claimed they did. Lying to save their skins works well – but fitting with the Air Asia corporate culture. None of the other passengers heard it either – no surprise.
Suffice it to say that I will NEVER fly Air Asia again, none of my family will EVER fly Air Asia again, and I will make sure anyone that I speak to of flying Air Asia will hear of my experience and review. And I will do whatever I can to make sure that as many people who think of flying Air Asia will hear of the methods of ripping off the traveling public that Air Asia uses. They should know that the underhanded techniques that Air Asia uses to fleece people who fly them. Air Asia has no shame – disgusting and shameful.
Lata sikri
5.0
This is to bring into your attention about my worst experience with your airline (Air Asia). I had a booking with Air Asia on 10th of Dec from Goa to Delhi at 2240 hours. My scheduled departure was on 11th Dec but I booked Air Asia a day prior because my mother was not well in Delhi. So on the way to Goa Airport there was an accident on highway due to which I got late to Airport by 15-20 mins and I reached Airport at 2015 hours, I explained the whole situation to your representative at your check in counter still we were not allowed to board. I have travelled with lot of airlines where I have seen people boarding the flight 10 mins before takeoff and I think that is relationship.
Customers have always been cooperative with airlines whenever flights are being delayed. This was my worst experience I have ever had with any airline.
NN Balasubramanian
5.0
I travelled from Delhi to Bangalore on 7th DEC 2016 by I5 177 flight
which departed Delhi at 0840 PM ( Instead of 0815 PM ) , Seat No. 19F .
I did not pre book meals . However , when the meals were served
( at cost ) , they did not have a single VEGETARIAN item . Even the vegetarian noodle cup or sandwich was not available . They just had some chicken item costing Rs 250 and Rs 300 .
I am 66 years old and a pure vegetarian and I had to undergo severe hunger till the flight landed at 11:30 night .
You cannot punish the passengers for not booking pre meals.
rohini
1.0
I had a reservation on this PN345E number. I had no problem going to mauritius but while coming back it was all upside down. I paid extra penalty to change my seat from 27a b to hotseat 7 gh and i also add 2 extra meal. At checkin counter the staff had no information and even cant see me name in the reservation. 1hr waited after calling here and there..i was able to go in
but they gave me another seat which was free not what i paid for. I paid for an extra food and i never got any food inside
plane. Cockroach kept coming out whole night behind the seat i was sitting. Steward takes no action after being reported. I understand this is low cost flight but dont make it so cheap and disgusting.
Erik Teune
2.0
I made a small error in booking a flight from Phuket to Perth necessitating now a 10 hour delay at KL rather than 2. I filled in two e form requesting the change to the earlier KL to Perth flight but received only standard non personal responses to change my booking which cost as much as the original flight.
This instead of helping a loyal customer who has continued to fly with them despite their appalling safety record, they ignore me and fob me off. This is appalling customer relations.
I will now cease flying with them and will no longer recommend them but instead will refer friends to all the websites with negative experiences and comments.
I do not understand the business model under which this airline operates and it is time that consumers like you and me make a stand and demand that we get better service.
Gaurav
5.0
Worst service i ever experienced. Pathetic service.. Flight is always late.. receptionist having worst possible behavior and no space in the airbus.. too congested.
BRANISLAVA
5.0
I had the worst experience in my life time traveling with Air Asia flight QF537 on 24 th Oct 2016 at the Perth International Airport . My mother who is 83 year old diabetic in my personal care was rejected on check in by the ground staff at the Air Asian check in . I booked our holiday 0n the 11 Sep for me and my mum who was at the time in Europe visiting relatives in Serbia staying there for 12 month period while I was filling up my mum personal details I printed out wrong my mum date of birth . Knowing I might have some issues regarding to that I contacted Air Asian <I was told to print and send my mom passport front page with her personal details on which was clearly stated expiring date and I sent a copy of her passport via email to the Air Asia on 4 th Oct .On 5 th Oct I had a confirmation email from the Air Asia saying that everything look fine out flight was confirm at the time we arrived to the airport we checked in our bags but by the time our boarding ticket were handed to us we were told my mother passport is less then 6 month valid expiring on 27 th Feb 2017 which is 4 month from now . Very Unfriendly staff didn't want to make a call to the Bali immigration office to solve an issues in which cases she might be granted under special circumstances. Instead we were told my mother had to return home and I had to leave on my own and that was very sad because my mother never had a holiday but my nightmare with Air Asia night supervisor called JAZ continue while I was tried to board a flight I asked his full name for the future reference but He start argument telling me that I cant go on the airplane not knowing why, he said captain didn't want me on board and all these nonsense like I'm some kind of criminal and not an passenger !! Very unprofessional customer skills very poor communication they were making a fun of us and I would never ever chose this airline ever again !!! Lesson learned go with Garuda Airline it cost a slightly more but much better staff ground and above as well. I'm logging a personal complaint against this Airline maybe possibly a law suit asking for the fully refund on my mother airfare as well as hotel stay because they overlook to inform my about Indonesian Immigration regarding to NZ passport holders rules
anand
5.0
I was traveling with AirAsia. When i reached the counter they told me there is no seat left in the flight. And they told me to pay the sum of 550 for the chargeable seat.. this is not fair.. if u dont have seat then dont show that seat is available on website.
Dianne Garner
5.0
Made booking yesterday to Kuala Lumpur from Singapore at desk in Terminal 1 Changi Airport. Young man made ticket booking then asked about luggage, we said 2 pieces and he said no more than 20kgs. We said they were both less than that and paid baggage price he quoted. Today on check in we have been charged 45 dollars extra as it is 20kgs total but it was not made clear to us. He was talking to his colleague through the booking and I repeatedly asked what he was saying. I am not happy at all about this and will not be booking again.
Jarold swaroop
5.0
Very bad flight. Will never travel again in this flight. My son is just 1 year old and he was a bit creepy. The staff were bad. And did not provide even cotton to the ears. When I asked for a cotton piece they said no. But they have a first aid kit. Guys I request everyone never travel in this flight
Lai Foo Hin
5.0
Early morning 4.00am at KLIA 2 while check in for my flight to Yangon AK 504 your counter attendant at Counter V12 Miss Asniza was very rude and rejected me of flying due to not having approved Visa on my passport. As I explained to her I will have my visa on arrival at Yangon Airport and I also show her the Letter of Invitation by Company from Myanmar..even with this document she still refused my flight deliberately. She also insisted I wait for her manager to come to verify it, eventually after 15min the manager came and verified my documents and said OK but she still insists that I can’t fly, can you imagine with her superior in present she still shows her Bad attitude. With this type of bad manner early in the morning to check in, I think your management will know how your regular passenger like me will feel. With this complaint I would also like to compliment your Bangkok Staff Miss Tanarata who served my friend Mr.Chiam this morning. Very very helpful and also took the initiative to even print the Invitation document letter for my friend who is also flying on FD251 from BKK.. this is what we call great customer service.
VW
5.0
I contacted Air Asia customer service via E form (the only way to contact their dedicated customer service team) 3 weeks before my flight on Aug 18.I was asking how to change my flight to a later date and needed help with modifying the booking or a credit so I could purchase a new flight.
A rep contacted me on Sept 5, 1 day before the departure of the my flight and stated that flights could be modified up to 48 hours before departure. I went online to chat with a rep who said that I could not receive a credit for the existing flight even though I contacted customer service 3 weeks in advance and no one got back to me until day before the flight. She then said I had to pay for a new flight. I advised of the situation and asked for the customer service # or a supervisor, she just kept saying purchase a new flight or submit another e form request.
I asked how long that would take to be addressed. The rep closed the chat session without a resolution because of the 10 minute time limit. This is completely unacceptable for Air Asia to treat their customers in this manner when we’ve paid for their flights and service. The customer service is horrible at best and disastrous at worst.
They don’t offer any practical solutions to help their customers solve any problems and just dismiss any errors that they make.
This company should be boycotted due to their shoddy service.I submitted a new e form request, tweeted Air Asia and Ask Air Asia about the situation and expect no assistance. Their lack of assistance and providing a resolution for their customers is appalling to say the least.
Ruby Co
5.0
My mom and I checked in this afternoon around 2.30pm at mactan cebu airport for my flight back to manila via flight air asia Z2-766. When we arrived mla we decided to stop over for dinner since we are 1 hour delayed. That is when i noticed our ids are missing, that’s the time i remember that the lady in the check in counter did not return our ids, she only gave me our 2 boarding pass. I have to cancel my trip to Ilocos Norte because i can not drive without my driver’s license. It is a very important trip but because of this lady’s negligence, i can’t go there.
Nc shaju
5.0
I had booked three tickets from KUL to HAN for 30th August.Booking reference CMWMUE.We had planned a short one day stay in Hanoi before returning back to DOHA. We hold indian passport and from Vietnam official website we had confirmed that we would get visa on arrival in Hanoi. As we were checking in through Airasia flight AK516, it came to us by surprise that they would not let us travel until we had produced with Hanoi tourist visa. Due to this we missed our flight and lost a heap sum of money we paid to buy this ticket. We checked with Malaysian Airlines and they had no issues in boarding indian passport holders to Hanoi without producing visa visa. We lost two days , money and had to eventually change our travel plans. We are looking to get our money back for the rules they imposed without any prior communication.
Varun
5.0
Regarding your report i.d : BAHMEL16A00573FTX. Air Asia has offered me 200USD instead of Rs. 35000/- INR. This is totally injustice with me. I am not interested in claim and I have requested to customer care as well as Baggage Tracking Center at Kuala Lumpur, Malaysia to simply find my bag. But not body is ready to give me justice from the last one month. My baggage was misplaced on 11.07.2016 and no response ever since. One again I request to your airline to do justice with distraught passengers not harassment.
Varun
5.0
My case No. CAS-15732803-G4HL72-CRM-0361241 dated 21.07.2016 Booking No. M97TJB from New Delhi (India) to Melbourne city. One baggage is still awaited from the last one month. Neither of my claims has been settled nor baggage has been handed over. From the above it is found that the service of Air Asia is very very poor.
Iyad N
5.0
It’s unfortunate to see Airasia performing the budget concept on all its levels with poor quality staff and most disgusting service manner and attitudes towards passengers.
I’ve got in to gate L7 on 2nd August for flight AK892 to DM Bangkok with long queue outside the gate and I excused my self to cross that queue assuming the call is for those passengers with hot seats, then a rude voice with anger tone calling to respect the queue. I looked at that staff and i told him that I thought the call is for hot seats first and I am not crossing the queue for any other reason, furthermore I had to tell that staff not to be polite and not speak to me or anyone with that kind of tone and anger. He then took my passport and again asked me in more rude way “Where is your visa?” again I had to ask him to be polite and not to speak to me with that tone and this time I raised my voice on him to force him to shut up and show some respect to passengers.
Funny thing is that the security police next to him took my passport and started saying speaking about my Jordanian passport in Bahasa. And those 2 security police or whatever they were started inspecting my passport as if I am holding a fake passport, that action from them was so obvious. Not sure if AirAsia Malaysia would even bother to read this feedback rather complaint, but I can tell you that this kind of service is damaging your reputation unless you step in by educating your staff on how to deal with passengers. Most importantly to teach them that passengers using BUDGET airlines doesnt necessarily have to be treated cheap.
Ayman
5.0
I am writing you to express my frustration of the treatment I received by Ais Asia Australia last week when I and my family flew to Bali from Perth.
Due to the cancellation of our flight scheduled on July 24th 8.05pm, the AirAsia staff at Perth airport had rebooked us a flight of the next day, July 25th.
The next day and while we were checking in our baggages on July 25th, we realised that our return tickets from Bali to Perth on July 30 as actually deleted. One of your staff thankfully explained the situation and she promised and reassured us that our flight will be rebooked as previously arranged. She took our printed tickets and advised that she will email AirAsia Indonesia office and rebook our tickets on 30th. To our great surprise, the return flight wasn’t actually booked and only July 25th flight showed up at AirAsia booking system when I called them from Bali. This situation has literally ruined the last two days of our one-week holiday in Bali and caused great stress. We had to constantly call the airlines and stay in contact with Expedia several times a day to follow up, explain the situation, instead of actually enjoying the holiday back and forth phone calls.
Tracey
5.0
Myself & a friend both in our 50’s had a 4 day holiday to Bali that was booked with Expedia.We were catching the 20:05 flight DESNVM and we had finished work for that day so was a very rushed evening.We went online to do our checking in boarding passes the day before to save time. We put on our passport details .dob,name, flight details etc, we only had a holdall & hand bag each to take on the plane . We had our bags scanned, our passports scanned with the little green slip you have to fill in with your passport & flight details on we also purchased magazines in the Perth airport and not once was we asked to show our boarding passes. We was just about to board the plane to be asked where our boarding passes were. We showed the lady what we thought were boarding passes that we got from the Air Asia website then to be told they are not the boarding passes and you can not get on the plane. I said can’t we run & get one or can you get someone to get one for us she said no, the plane can’t wait. The supervisor was not very helpful at all, in fact he was quite rude not once did he say he was sorry this has happened. I actually thought he found it quite amusing. We were being escorted from the airport like criminals by one of the supervisor’s colleagues and she said this did happen to another man the day before that went on the same web site thinking he was doing his boarding pass online like us. What if this happens to a family with young children & how many other people has this happened to by using this stupid website? It needs to be deleted now. I think myself & my friend deserve an explanation with a refund at least . As for Perth airport I discussed about how we were treated and your staff need to learn some people skills.
Ivy Alferez
5.0
I am writing to express my disappointment with regards to my experience travelling on AirAsia. I was travelling from Manila to Cebu yesterday July 25,2016 on flight no Z2 767. Departed from Manila 18.15. I lost my luggage upon arrival in Cebu. They Confirmed that the luggage was still in Manila. They promised to send it to my house on the next day. But later when called to their office to follow up my luggage, they said it is there in their custody but since they are busy cannot deliver. Very poor communication. The staff was rude and unprofessional. It was firstly their mistake that my luggage went missing, now I should bear this behavior too.
Shona
1.0
I was unable to find another way to contact you online after spending over half an hour on your web site. Why was I on your web site for over half an hour you might ask? Well, it was because I was trying to find the policy about changing flights which states that it cannot be done within 48 hours of the flight.
My story begins when I first booked my flight from Manila to Tagbilaran. I’m in the Philippines volunteering for 6 months and four months into my term, I finally had a week to get away and see other parts of the country. As a volunteer, I have a limited budget, so I chose Air Asia because it had a reasonable fare. However, when I went through the process of booking, I kept having all these extra charges applied to my fare. After backtracking twice to see what I’d done wrong, I realized that I had to uncheck all the extra fees for insurance, checked bags, etc. The process of booking took a long time and I have limited access to internet where I’m working, so when I finally printed my ticket and noticed that on the return journey I had accidentally missed unchecking the checked baggage box and been charged, I figured I’d sort it out at the Air Asia counter when I checked in for my flight. No such luck. According to the girl at check in, there are no refunds. Strike 1 for Air Asia!
When it was time to board the plane it was raining and Air Asia kindly provided us with umbrellas, which I thought was very classy. The flight left late and we sat on the runway for almost an hour, but otherwise the flight was uneventful and I was quite content.
Unfortunately, while in Bohol, I was involved in a motorbike accident on July 11. I suffered from major cuts and abrasions to my left arm from shoulder to wrist, deep bruising to my left hip and a dislocated left thumb which could not be corrected without surgery due to a torn ulnar collateral ligament of the thumb’s metacarpophalangeal joint requiring me to return to Manila. I had a return flight booked for the 14th, but I was in significant pain, so I tried to change my flight to return earlier. I had good internet access at my hotel, but I could not figure out how to change the flight through the Manage My Booking portal. After trying repeatedly, I ended up signing up for the Air Asia Big Loyalty Program, thinking that might be necessary. That too proved problematic as I couldn’t sign up through Facebook and I had to re-enter the information manually several times before successfully joining and then I still couldn’t do anything through Manage My Booking except select a seat. I finally gave up and decided to just go the airport. Strike 2 for Air Asia!
On July 13th I arrived at the airport and was spotted by a female Air Asia employee who immediately came over to help me and expressed concern for my injuries. She directed me to the line in front of Jeffrey Reyes. I gave him the print out of my ticket for the 14th and asked if I could change it to the flight that morning. He handed it back and said “48 hours”. I said, “Pardon me” and he said, “48 hours”. I let him know that I didn’t understand and he impatiently explained, I couldn’t make a change because it was not outside 48 hours. I told him that I had reviewed my on-line booking and my print out and it didn’t say anything about 48 hours on either. I also told him that I had tried to make the change on-line and was not able to do so, but neither was I informed by the site that it couldn’t be done because of the 48 hour requirement. He referred me to his Manager, Rito who was equally as rude and dismissive. I finally said, I would simply pay for a new ticket. Mr. Rito wandered off and Mr. Reyes began working on something at his desk.
I assumed he was getting me a ticket. After 10 minutes, while I stood in a great deal of pain and discomfort, he handed me a slip of paper with the Air Asia Customer Service phone number on it. I couldn’t believe it. I asked him if he had really spent the last 10 minutes just writing that down. One of the baggage handlers was looking at me with some concern and I asked him if I could use the chair he had and he rushed over to bring it to me. I had not cried since the accident, but I began to get teary and asked Mr. Reyes why he hadn’t just issued me a ticket when I really just wanted to get back to Manila and I had said I would pay. Strike 3 for Air Asia!
Mr. Guiritan came back over and showed me a piece of paper with 7,705.60 on it. He said that would be the price of my one-way ticket. At that point, I just agreed and waited for a ticket to be processed. It took another 25 minutes partially because I was required to fill out an indemnity form to protect the airline from any legal action on my part since I was travelling with injuries. I found this especially interesting, since neither Mr. Reyes nor Mr. Guiritan had in any way acknowledged my condition. When I was finally issued the ticket, I was told again that I could contact Customer Service to see about a refund on my original ticket.
I have now had surgery on my thumb and been released from the hospital after four days of IV antibiotics. I have gone all through the Air Asia web site and finally found the 48 hour policy tucked away in Article 5.3 of the Terms of Conditions for Z2 flights. Not on the flight confirmation, not on the printed itinerary, not in the “friendly reminders”, but in a lengthy document tucked away several layers down in your web site.
While I would certainly like to receive some kind of refund for my ticket, it is more the discourtesy and basic lack of human decency displayed by your staff in Tagbilaran that I am complaining about. I would also argue that your policy should be clearly stated on printed tickets and on-line confirmations or, at the very least, in the ‘Manage My Booking’ portal.
In general, I have found Filipinos to be among the kindest and most helpful people I’ve ever met. I cannot understand why Air Asia would choose to hire, and promote, people who are so clearly lacking in basic customer service skills.
Maurice Glen
5.0
We booked a flight with Air Asia in January as part of our holiday in September this year. On May 3, Air Asia advised the flight has been cancelled completely and we could apply for a refund. This we did immediately need only to be told our refund had been deemed invalid. I have spent hours trying to contact them on Live Chat and have been disconnected as soon as I ask for an explanation. I have names and dates of all Air Asia online representatives who disconnected me. In the meantime however we have had to incur significant additional expense in rebooking flights with an alternative airline.
Chris
2.0
I received acknowledgment of my complaint on the 21st June 2016 with a case # CAS-15379165-DO9835
With this acknowledgement came the promise that you would return to me in 14 days with a resolution.
It has now been 17 days and no contact has been made with me.
Ashok
5.0
I have travelled by air asia today from vizag to delhi. We booked tickets before and we were traveling with family. While boarding we got seats differently though we requested them to put us together. Now for putting us together, they demanded we pay Rs 1000..it was bargained and brought down to Rs 400. Strange! Such deceptive services and hidden rules made our travel unpleasant.
keah edwards
5.0
I have now made weeks of contact to renew flights to home from bali due to the route being cancelled. I have put in numerous e-forms and still no response to be put on new flights. All it takes is an email to respond and I have had no outcome which is not very professional for such a well know airline. Poor customer service.
Anas
1.0
1h30 delay on the way + 3h delay on the return flight: that is how Air Asia ruined my weekend and prolonged my fasting for 2 additional hours.
I will definitely avoid this company and advice my friends and family to do the same
Binsu
5.0
I travelled by Air Asia on June 12 Bali to Kochi at 2. 25 PM from Bali International Airport. When I came for check in counter one Indonesian guy – Air Asia staff told me I have total 41 kg and I am allowed only 30 + 7 cabin bag and I have excess baggage 4 kg. But I told him I don’t have large cabin bag and I have only small back pack I can’t put this much things in my bag and I don’t want to buy anything from Airport, so please allow me to go in……Then he said No you can’t go like this.. Then I try to put things in my back pack but unfortunately I could put only 4 kg. Then he ask me to pay 2.7 Million Indonesian rupiah (USD 200) for Just 7 Kg… I book ticket two way only 5.6 Million Rupiah !!!!! That means I have to pay one way amount of 2.7 Million just for 7kg…In the last minute I had no choice.. I paid….
This is called Cruelty to helpless passenger!!! I didn’t see any mercy in his eyes.. Even he didn’t smile at all time.. he is enjoying killing passenger mentally..Let him take my hard worked money … I don’t care and I don’t mind. May be you guys will say this is company rule..No Never… Because I saw so many people just go inside flight with more than 15kg cabin bag, I saw so many people buy too much things from Airport more than 15 kg and just put in cabin…I made a mistake. I didn’t bring large cabin bag.. If the flight was fully booked ok, I can understand.. But flight was half empty !!! Thank you so much for giving me a situation like this to remember through my entire life. Take care of your staff and train them, so they know how to take care of fliers. At least to be a little understanding.
Mahesh
5.0
Your recent flight was delayed 3 to 4 hours. The luggage handling is very poor.
I flew Delhi to Bangalore on 24th May 2016 by flight No.I5 725 and booked the luggage
in cargo. The item was received at the Bangalore Airport with lock broken and missing clothes and cash of Rs 5,000.
I have given a complaint in your Banglore airport office but no response till today.
Purusothman
2.0
I have previously sent the forms to obtain my claim numerous time and this is really testing my patience. My flight XT 554 from Bali to KLIA2 on 29th April 2016 was delayed for 5 hours due to operational problem which is absolutely ridiculous by the way,
Your customer care also asked me to request a letter from your airline confirming the length of delay from the actual departure time and reason for the delay. I have requested this letter via Air Asia Contact Channel, however as expected until now my request has not been entertained. Pardon me for being sarcastic but i am forced to do so due to your act of negligence and terrible service.
Premdeep
5.0
I had traveled on 24 May 16 on FD 138 from Bengaluru to Bangkok (Don Muang). I had booked a Premium flex ticket for the same and had got a Hot seat as privileged but food was not served to me. When enquired the same with onboard staff they told the food is not loaded and shown as per their record. When I requested that I would like to complaint, a feedback form was given which was duly filled and submitted to staff En number 7AA 2342. So far no response received.
Today 27 May 16, I had called up call center at Bangkok and informed on this matter and the response was so poor that they asked me call up call center at Bengaluru, which I refused and when enquired on the feedback form I provided to air hostess, they told me its only a paper and If I need a response I will have to register on eform. I hope appropriate leaders in Air Asia would review this case and address the issue with better responsibility and ownership for the failure to provide privileges as mentioned in Premium Flex advantages.
Michael
2.0
Not a very good experience recently travelling on AirAsia. The food was bad and the service was not to the mark. I doubt if I would use the airline again. But still here is two stars for the cheap fares.
If there is a rating in minus i would rate that. No info on cancellation, called customer care to know about the cancelled fl8 twice the customer care executives gave wrong commitments (Said there is a different flight arranged and the new flight is at 02:05 PM
I requested for new itenary and the same was forwarded to me from Air Asia. My parents had a flight today and when they reached the airport for boarding pass the air asia airport authority denied air asia hasnt committed anything, do you guys have any employee who uses brain. the itenary was sent to us on 10th November after speaking to the executive, i need you guys to pull up my call recording and come then speak to me. How dare you guys play with customers like this
Booking No. – YU7WGN
Ref res# RVH7WK, IVYNNX
After my mom reached her destination, she was turned away because she was told the reservation was cancelled because my card was declined, despite the money was already taken out and itinarary printed out. My main complaint was that I was not properly informed whatsoever of the cancellation/changes to reservation. Had I properly been informed by email or mail, I would of planned accordingly before her trip. But instead inconviently my mother had to pay out of pocket instead. And more importantly the fact that this company does not have a complaint/escalation dept rep to speak is another reason I will never go back to this airline, instead pay little bit more with cebu airlines.
I fly with this company about 10 times a year and I am so upset with their service.
I Left my phone on an Air Asia flight to Jakarta and I reported it within an hour of being off the flight. Within an hour of me departing the plane the phone had apparently disappeared – it was not in the lost in found and the cabin crew couldn’t find it. I left the phone in the seat pocket – it was easy to find. I was flying with my students and checking I had all my belongings was overshadowed with making sure my students had theirs.
It was reported at Jakarta airport within the hour of arriving and again 2 hours later. I asked the lady I was dealing with at the AA counter, to check Bali Airport as this is where the flight went next – she did not respond to me. I then sent her the exact flight itinerary for the plane I flew on. for the following 2 days, so that she could check lost and found in other airports. She still hasn’t responded.
.I called AA customer support and they are about as useful as a chocolate fire guard – they have no authority/inclination whatsoever to help or support. It was a waste of time talking to them.
I’m sure my phone wouldn’t have been stolen and would have been handed in. A week later and I’m still without my phone and a response from the lost and found team at Jakarta airport.
Air Asia flight from Perth to Bali on 11 October flight at 1130am departure from Perth. Many thanks to the aircrew who after 2 hours with a broken flight management system on tne aircraft left 270 passengers on board without water or air conditioning after repeated requests to flight crew who sat at front of aircraft and did nothing. Ended up after two hours paying for 2 bottles of water for my family anggra Lusikooy and two children under two years Steven Bowley and Gracie Bowley. Their actions and service are an absolute disgrace. Flight cancelled and given no assistance with two small children to re schedule flight later (9 hrs) at 830pm. Crew acted lazy and too much trouble to give water to passengers.
I am a loyal customer of Air Asia and I usually prefer to fly with your esteemed airline. Today as I was traveling with my family members from Siem Ream, Cambodia back to Kuala Lumpur, Malaysia. I have encountered a rude staff at the counter.
I’ve always praised the friendly staffs of AA, however, this afternoon at 12.20pm and check in counter to KL, Malaysia, counter 25. There is this lady which was very rude to us. It was a small matter but this experience gave me a bad impression of AA staff now.
As she asked me to arrange the passports according to boarding pass (I did so) she just snatch one of the boarding pass while I was arranging. Then when she mixed up the passports and boarding pass. She hold up the passport and raised her voice at me saying it was the wrong passport with the boarding pass. Then she continued to complain about this in Cambodian language to her colleague next to her thinking we couldn’t understand her. She even asked one of us to weight our handbags but didn’t standardize this practice accross all of us. Very confusing. This attitude display unprofessionalism.
I hope this is looked into and at least train the staff properly to standardize all procedures and learn to ease the confusion. Attitude of the mentioned staff should be reflected as they are the image of the Air Asia branding. Thanks.
I booked flights return to Krabi from Dom Meaung online from the Uk! The second flight has been rescheduled to an earlier time which is impossible to make for us. They said simply change your flight to a later one that day for free! No problem until you try to do that! It is impossible to contact AirAsia from Europe! No one answers the email, the live message does not work after 40 minutes in a que from 100 down it returns to 100 again! The Uk contact number is no longer active nor is the hard of hearing text line! So it is impossible to change your rescheduled flight without booking a new one! This is fraudulent!
I booked 2 flights with Air Asia. One from Vietnam to Bali and one from Bali back to Vietnam to catch a connecting flight back to the US where I am from. The first incident we had with Air Asia was checking one of our bags and having it NOT put onto our connecting flight out of Malaysia to Bali. They said that this was because we didn’t have the same booking number, so we had to pay twice as much, plus go through immigration and grab the bag to recheck it and get it onto our connecting flight which was also with Air Asia.
The second incidence left me in Bali and left me missing 2 additional flights.
I had called Air Asia to confirm that I did NOT need a visa to catch a connecting flight that was in Malaysia back to Vietnam to go back to the US.
1st. Malaysia does not require US citizens to have a visa. Yet Air Asia would not let me board my flight because I had another flight booked to Vietnam from there where my connecting flight was located.
2nd. I also had emails from Vietnam airlines confirming that I was flying straight out as soon as I landed in Vietnam, had my boarding pass AND had a representative speak with the supervisor. Long story short, the supervisor hung up on Vietnam Airlines and on myself. The employees were laughing and joking about me trying to get home without a visa and cost me not only that flight but 2 others.
So I purchased through another airline and am currently on my way home without a visa because unlike Air Asia, they accepted my other boarding passes.
Cancelled our vacation to Bali due to the recent earthquakes. Was asked to submit refund form through their customer service email. I was informed that I will receive 70% of the ticket fare if cancelled more than 72 hours. Our flight as August 15 and I submitted the email August 8 and 11 respectively. I received 1 email asking more about flight details. Got back September 5, 2018 and still no refund, no email or contact. I checked the case on the customer service website and it said CASE CLOSED. I sent another email. I tried calling their customer service. IT IS NEVER OPEN regardless of what time you call, all I get is an automated voice announcing the times they are open. I tried wechat and often the chat is not available due to the “volume” of customers or I am queued as the 50th customer and waits online for 2 hours. Finally got my chance to talk and immediately gets cut off and they ask for an EFFING FEEDBACK!!!!!! We already missed our vacation and this company really makes it almost impossible to get what you are owed and its like adding salt to the injury. Only way this company is gonna change or pay attention is to STOP SUPPORTING AND BUYING FROM THEM. WIll NEVER NEVER EVER buy air asia tickets again.
My husband and I, including my 3 YO daughter and 5 Months old son, have an upcoming flight on 17 September from Kuala Lumpur to Singapore with Airasia. We booked the ticket together but sadly Airasia tend to separate our seats. My husband will be seated at 23C while me and my daughter and son, 23D and 23E. It is obvious that Airasia purposely to split-up our seats just because they wanted us to buy other seats in order for us to sit together. This is not the first time we dealed with this case, On February 2018 we also had face the same situation. So please Airasia, next time when a family, friends, relatives what so ever book the ticket together (which is obvious), please arrange the seats appropriately and not by the purpose to ask the guest to buy the seats. Thanks.
My teenage daughter travelling from JB to KL on AK 6039 flight at 9.4ppm was delayed, /re,-timed to 11.30pm 15min before scheduled flight.
What kind of service are you offering, utter disappointing and useless service, delayed for 2 hrs and when she reaches KL what transport is there which is safe for a young girl. Dont tell me about your bus or the train, after midnight no level headed parent would take any risks.
You guys should leave this industry to better people who are trustworthy and reliable. I was told the delayed message just appeared on the screen without even anyone of your staffs onsite, dont even have the courage to face your clients.
As you are clearly not committed to reliability, you should just change your slogan to “everyone wont know when they will fly”. Pls change your business as clearly you are in the wrong industry as you cant even honour your own timetable.
I received very unfair and RUDE treatment from one of your staff yesterday. Entering the gate at L8 for flight AK 711 from KL to Singapore at 11am. This Malay young man took my boarding passes (mine and my young daughter) but not our passports. And then just grunted and gestured at me. I was confused and he said show passport. He wanted me to open each passport myself so he can match my name to the passes. And he did it with as little words and just grunting like this is a waste of time.
Usually the staff take every time and check every thing themselves not ask the passengers to open each passport to make it easier for their own selves. I took my things back albeit a little roughly because I am already annoyed with his attitude. He must have noticed it because he called me and my daughter back and asked for all our passports back as if suddenly we are criminals and he need to recheck everything again. It was out of his spite and this time he SHOVED everything back to me three time roughly. I called him out on it. I asked him what is the problem, why are you so rude??? It got him speechless and I left to enter the gate.
As a man to shove something violently into a woman’s hand even when I have not said anything to him, it felt like a slap in the face. Is this how your staff treat budget airline passengers like we are not worth the time to talk properly to? Sorry I’m not taking AirAsia for my return flight just because of him. I’ve booked Msia Airlines instead. Perhaps they will treat us with more respect.
I’m sitting here in a toilet cubicle as I write this message, tears streaming down my cheeks. I arrived at Don Muang airport, check-in counter at 7.02 pm only to find a long que. I know the exact time as there is a large clock between each check-in aisle. I told the trainee staff that my flight was a t 7. 35 and asked if there was a self- check in counter. I was requested to stay in line. About 20 customers were being serviced by 2 staff.
The staff told me to hurry to the flight, and I did so indeed. Through security and immigration I sought the fastest line and rushed as much as I can. When I finally arrived at Gate 24, I was surprised to be shouted at by the AirAsia staff there “Why are you still walking! Why aren’t you running!”. The time was 7.20.
I was barred from boarding. Much later I saw a row of AirAsia self-check in machines by check-in counter number 1.
I am now hungry and alone in a foreign city. I have no money as I spent it all under the assumption that I was going home. If only a staff member had pointed that out when I asked for it.
This is with reference to my flights booked with AirAsia and subsequent cancellation by the airline. Travel details : Hyd to Ranchi : 8th Jun’18; PNR – NWD73G Ranchi to Hyd : 12th Jun’18; PNR – JWHHFG The tickets were booked 2 months ago. Yesterday (28th May) I received message that the flight has been cancelled (just 10 days left for my onward flight). Cancelling flight and informing user so late is not justified. AirAsia customer care people told that I can get 100% refund or travel on 31st May’18! I need to travel on those specific dates itself. I booked the tickets for 7k and now the minimum price of available tickets is Rs 10k (excluding convenience fee). The prices have risen by more than 40%. Then, how can the refund be limited to 100%? I have read the DGCA document (http://www.dgca.nic.in/cars/D3M-M4.pdf) regarding the requirements airlines need to follow in case of cancellation (Section 3.3). AirAsia has failed to fulfill all of these requirements.
Appalling and inhumane airline.
Will be suing the airline very soon for this serious matter, it’s 2018, wake up and care for your passengers for once.
Today, we bought 4 bottles of water at the terminal since we both have an infection and are severely dehydrated.
For our surprise, there is a second security screening before reaching the gate. They made us throw all the water bottles away even though perfumes, and other liquids were not an issue. Just the water!! So we tried to buy water again from one of the vendors next to the gate. For our surprise absolutely no one sells water!!!! They sell food, coffee and everything else, but no one sells water. So we went to the vendors to ask why. Most of them replied the same thing (all of this was recorded!) “They don’t let us sell water so passengers are obliged to buy water during the flight”. What kind of inhumane organization is this???
After this we noticed a stand selling a glass (!!!!!) Of water for 2.5 dollars. What??
I made a business class booking with Airasia on the 25/01/2017 from KL to Sydney. Unfortunately I needed to change to a later date because my mum was not well. When I logged in to my account, it said I had to pay MYR$1400 (AUD $465) to change the date.
I emailed and called Airasia and all I got was the same answer, I had to pay that amount which was equivalent to purchasing a new ticket, even though business class is allowed to change the dates twice for free.
I thought if I Facebook-ed Tony Fernandes, I might get a favourable answer but no such luck.
What a pirate!!
He has the audacity to tell the government of Malaysia to put the people first.
I have been flying Airasia for the past 7 years, but not anymore. I will pay to fly a good airlines.
I purchased a premium flex flight from Bali to Perth, which allows changes to flight. My original flight was booked for 6th May, on 5th of May, I logged in to manage my booking and went through the full process to change my flight. It came up saying confirmed, with the date as 8th May, i logged in to My booking to double check and it said 8th May. When i went online on 7th May to do online check in, the flight was saying 6th May. I called customer service and he said that his system says 6th May and i had missed my flight. I argued with him, about how the change was confirmed and he just kept saying “no mam”!! I had to book a whole new flight, costing me another $200 AUD!!!!
Their customer service is disgusting and their website is clearly making errors!!! I should not be expected to pay for a new flight, when i did everything right to change my original flight.
Very angry!!! Will NEVER fly Air Asia again!!!
AVOID THIS AIRLINE!! THEY RIP YOU OFF!!!
Worst Customer Service of Any Airline!!
We booked this flight with the intention of enjoying a previous positive customer service we experienced in February 15-19, 2015 travelling roundtrip Hong Kong-Phuket. However, Air Asia has not assisted in resolving our current booking reference one-way Kuala Lumpur to Danang. We will be in Kuala Lumpur during August 2018 just booked the flight from Kuala Lumpur to Danang, however, the destination has now been relocated to Johor Bahru. We requested a cancellation or reschedule or receive a full refund for the flight and rebook again via Air Asia. We originally approached Air Asia via phone with no response. We then contacted via the Live Chat on Air Asia website and the Customer Service Agent was not helpful and directly told us no refunds, cancellations and re-scheduling and the Agent promptly closed the chat module. One option was to just re-schedule the flight so it would be easier for us to still fly Air Asia but from Johor Bahru, but the Agent did not provide any assistance in this matter. We are left with a confusing and negative experience as this was not what we experienced when we flew Air Asia back in 2015. We are deeply disappointed with the lack of customer service response and resolve. We want a full refund as we tried to provide some options for Air Asia to help us so we can still utilize your services with no resolve. Their customer service is not to resolve but to create more headache for the customer. never ever fly with them and now we are in the hole for CDN $300.
I used to like Air Asia until I experienced the service of their two customer service representatives and realised that using their App was a bad idea because they basically charge your for unfinished transactions.
So here it goes – I was contacted by MR.RKA and MR.RD, who contacted me today, 16 March 2018 at 7:12PM (Philippine Standard Time).
I was first contacted by MR.RKA who informed me that I have an unpaid balance of Php 368.00 for add-on baggage allowance of 20kg which was recorded on 10 March 2018 at around 6:00PM (Philippine Standard Time). The price is nothing really but I didn’t do the said transaction. I explained to him that I did not avail of the said transaction. I’m happy to pay any charges provided that such charges were in fact deliberately made by myself, but for such things that I didn’t do, its unfair to be fraudulently charged.
I further explained that I was in Macau at the time and was “considering” buying additional luggage allowance for my trip back to Manila, but did not push through with the transaction when I discovered that my luggage did not exceed the maximum carry-on allowance. I explained to MR.RKA that while I did consider buying extra luggage for my trip from Macau to Manila, I didn’t push through with the said transaction, and I was not at all even checking at my flight to Boracay (the flight they are claiming that I purchased add-on luggage allowance to). I was emphasising my point that it couldn’t be possible for me to be charged for a transaction on an upcoming flight that I didn’t even bother to look at. I mean its practically common sense. When you are in queue for a flight check-in, you wouldn’t think of any other flight other than the one you’re about to take!
In fact, I would have happily paid for the Macau luggage allowance even if I didn’t utilised it and just got a late charge for it because I really did consider adding luggage allowance for the said flight from Macau to Manila (this would have actually cost more) – I would have just brushed it off because I could second guess myself and simply considering that I may have accidentally added and confirmed availing of extra luggage kilos for the said flight. However, being that I didn’t even look at my Boracay flight at the time, I am at a lost as to how come, your company is suddenly making such charges? Again, these charges are minimal – Its the principle behind getting fraudulently charged that irks me.
I was trying to explain this to MR.RKA in hopes that he would grasp at least the fact that there may have been a system glitch or some other explanation for the event, but he just wouldn’t listen and kept on responding the same thing. It just made me so mad to have to repeat myself to him because he just wasn’t paying attention and just kept on insisting on his response without even considering any of my comments or making a reliable or credible solution to the dilemma. He didn’t even show the slightest empathy – he just went about his canned response! The conversation just escalated because it just went in circles. I eventually realised that I was possibly talking to someone with a learning impairment, so I asked to speak with his Manager but he claimed he didn’t have one at the time. At some point in the conversation he even began raising his voice at me until I told him to lower his voice. I got even more upset when he bragged that he can call back anytime (sighting examples like 15 minutes and etc.) I ask for the feedback (he said that he will forward the issue to another team who will investigate the matter), when I said call me back in 5 minutes, he said give him 1-hour, and I said okay. He then reconfirmed his commitment but used the words that “their representative will ‘maybe’ call me back in 1-hour”. He literally just committed to me that I’ll get a call-back in 1-hour and then summarised the conversation using a non-binding word! It was like he was undermining my intelligence and deliberately using words that defused his responsibility.
I asked for his team lead and he gave the phone to MR.RD who was even more incompetent than MR.RKA. This man was even less empathic and had the intelligence and enthusiasm of a man watching paint to dry.
To make it worst, when I tried to update my flight details. Everything – including just checking my points to see if I have missing miles were all miraculously blocked off.
I’m sorry for using such demeaning words but when you are speaking with two insensitive and non-customer oriented people who makes conversations worst by not even trying to listen and understand what the other person is saying, as well as adding to that event by undermining the intelligence of the person they are speaking with – God really – you will get pissed off. Especially considering that I am actually a good customer. I bring my family along when I travel, and travel a lot. For example: Malaysia Jan 2017 (4 pax), Malaysia Dec 2018 (6 pax), Yangon (2 pax). I even have family today who flew in from Palawan (3 pax) using Air Asia because I recommended it. For just 3 of my bookings and 1 from my recommendation to family members, you already had 11 people riding your plane (round-trip per person) and do take into consideration the fact that I’ve only begun being their customer last year.
While I don’t expect an award or special treatment for patronising this company; nor do I consider myself as a valuable customer to Air Asia. Their call centre agents should at least be more courteous.
Also, how come they only call their customers 2 days prior to our flight to inform us of “unpaid transactions” (as per the agents that called me) –
1. They are not giving enough time for a proper investigation. (In my case a 30 or so minutes of investigation. Where is the check and balance in all these? Do you just accept what one person would report to you?)
2. With the short time they’ve provided, they were actually practically leaving us with no choice but to pay-up charges which we possibly didn’t do (like in my case) or else we were not allowed to get on our flights.
3. Their phone app doesn’t allow for over the counter payment for add-on products. Its either we use a credit card, paypal or some other transaction that doesn’t really give way for hand to hand payments. The simple fact that we didn’t plug in our card details and click “proceed with payment” should be constituted as a void transaction only it was us who voided it instead of the other way around, which should not make us liable to pay. Its like abandoning a shopping cart before payment. It means that since we didn’t agree to pay the transaction, it should have been voided right then and there. We shouldn’t be chased by their people to pay for things we realised that we don’t want and need.
4. They could improve this system by actually calling us on the day when the unpaid transaction happened to check if we actually want to proceed with the transaction if they were actually not coercing us to pay for uncompleted transactions.
5. Their representative called me once the other day. I didn’t get to pick-up. I was possibly driving. He didn’t bother to call me back on the same day. But today, I get a call 2x? Their staff called me in the evening only. They are just really setting us up to pay up.
SIMPLY PUT: DO NOT DOWNLOAD THEIR APP AND DO NOT ADD ANYTHING WITHOUT REALLY WANTING TO ADD TO YOUR BILL IF YOU DON’T WANT TO GET CHARGED. The minute you basically click “ADD” – THEY OWN YOU AND WILL MAKE YOU PAY OR CHASE YOU AROUND LIKE A DOG IF YOU DON’T.
More importantly, what is with this rubbish of charging their customers for transactions that we didn’t do? Is there a system manipulation going on? This is not fair and extremely fraudulent in nature. This very unethical.
All of this stress for Php 368.00. The call with their agents was just too taxing on me, and rehashing it by writing this letter is even more draining. But if they can do this to me, how many more customers are they doing this too?
I will pay the charge only because I’ve made commitments to fly to Boracay and I don’t see the point in letting a non-refundable ticket go to waste over Php 368.00; because their representative insist that the charges cannot be cancelled and I will not be allowed to travel without settling the charge as their representatives insist that I made the charges (after doing their 30 minutes or so investigation), but let me be clear that I am not admitting to availing of the luggage allowance and I stand by my statement that this is a fraudulent charge.
Please also note that this will be the last time that I will fly using Air Asia. I will no longer endorse or suggest Air Asia to any of my family and colleagues. Moreover, when asked about my opinion about Air Asia, I will honestly and completely tell anyone my experience with your company.
Lastly, I hope that they do not do this with any other passengers as most people flying with Air Asia are only using your service as it is a budget airlines. There are only a handful of people like me who just fly out of leisure. Most people using this airlines practically just earn enough to get by like Overseas Filipino Workers. A charge like Php 368.00 could really hurt them and their families as it could be put to better use.
If you crave for bad customer servicing and a guaranteed no-refund policy due to duplicating bookings, look no further, air asia will not only bring you to places, they will make you pull out your hair in asia. Following nicely layout instructions to file for a refund in their website leads you to nothing. Filed 4 times feedback, received their email stating my case numbers, asked to sign in to “BIG LOYALTY PAGE” so that i could track my refund status.
Air Asia is the WORST airline I have ever travelled with, I would highly recommend you pay the extra cost with ANY OTHER airline but never use their service. After nearly 3 weeks of undue stress and no response from anyone, they have finally offered me $10NZD to supposedly replace a bag severally damaged by their staff at KL, Malaysia. I guess a third world country will always remain a third world country as they don’t care about their customers at all. My bag has been damaged beyond repair after putting a fragile sticker on it. Seems like their reputation precedes them and I wish I had read about them before making my booking with them. I wish there was someone who can help me raise a case against them as it seems they are doing this to quite a few people and getting away with it. PLEASE DO NOT USE AIR ASISA, YOU WILL DEFINITELY REGRET IT!
To All Singaporeans,
If you have a choice, don’t fly AirAsia. AirAsia does not even have a hotline to call in Singapore and if you run into issues like me, you will have no one to turn to for assistance and will be a sitting duck. Having said that, after combing through all the complaints about AirAsia, I realise that their hotline may not help as well. So all in all, I will not fly AirAsia again.
Just to make it clear, as I have no access to a hotline, I wrote in on their website feedback sections. Its been 3 weeks now and no reply at all. I have no clue what to do other to rebook another ticket with ANOTHER AIRLINE as frankly, I do not expect a reply at all.
I am at my wits end with Air Asia. It has taken 5 days of me trying to communicate with them and still I have not had the response I need. They continue to repeat the same thing over and over and refuse to answer my questions. I needed to change an incorrect flight. I was told to completely rebook the trip assuming I would get some form of credit. After paying an extra £200 for the next flight, So I have paid around £320 for flights to krabi from Bangkok! I am told I will get a cancellation refund, why could I not have just changed my incorrect flight? It would have been cheaper! But they told me I would get credit. I am then told to contact them with my booking number to allow this process to go through but I have no way of contacting them as I am not allowed to respond to the email. I am now running out of time and No one has responded to my emails or twitter messages (I signed up to twitter purely for this problem) and live chat has not worked once, they’ve either cancelled on me or I am 92 in line and after waiting it then cancels. I can’t call either as I am in Vietnam and there is no office here and I don’t have the credit to call. I can’t believe how hard this has been to sort and I am taking the matter further if I do not have a personal response to this problem.
My recent trip from Singapore to Kuala Lumpur is nothing but complaints.
1. Onward Journey from Singapore to Kuala Lumpur and Return –
Flight was delayed by more than 1/2 hour. Staff at gates did not know when the aircraft was going to land. The timing at the gates was 8.35pm, but only after 8.45 pm did the aircraft arrive. By the time we departed it was after 9.15pm
2. Return Journey from KL to Singapore – This is a Four Part complaint:
Part 1 –
My daughter is 3 year old and she was allocated a seat in row 18 and for me and my husband in Row 20 (at each end). called the airlines before starting the onward journey and was on hold for more 10 mins. Kept pressing 1 and 2 in the IVR for no reason. Was advised by Staff in Singapore to get the seats changed in KL. Day before boarding flight, went to the office in KL and requested to change seats. Got told that I need to pay $160 SGD. The team is so proud of their Pathetic Auto Allocation System (which allocates seats to parents and kids separately). Finally at the airport there was one staff who was sensible enough to change the seat for me ( so i could sit next to her). Oh, she then didn’t give me her boarding pass. After boarding the flight there was a staff member at the gate who wanted to know where was my daughter’s boarding pass. had to explain the whole story to him again.
Part 2 –
Then comes the story of Rice Cooker. We were told that we could carry it onboard as the cables etc were already in the check in baggage. Before immigration got stopped by the Air Asia Staff and advised we are unable to carry it and need to check in. Requested to get our bag back, but, ofcourse cannot do that (that will take more than an hour – the bag was checked in just 3 mins before ) and were charged RM 100 (100 Ringetts) to check the cooker.
Part 3 – Couldn’t claim GST, because, the lady at the gates saw the cooker but wouldn’t stamp the receipt because she claimed she did not see it. She never advised that we need to go to another counter to get it stamped etc.
Part 4 – Called the airlines this morning and was advised to call Indonesia office. Called this office and told the lady that i am calling to complain. She listened for 15 mins and told me that i need to call the KL team as the flight was to KL.
The worst part of it all, is that they are very proud of their Auto Allocation System and they don’t understand anything about what someone is saying. They don’t listen and cannot think outside the box.
On the airasia website payment by credit card has no processing fee . However i booked two flights from kl to pg and pg to kl on 7 Jan 2018 and 3 Jan 2018 respectively. When card payment made no processing fee is shown but after payment and on printing out the itinerary and checking the credit card transaction, I was charged processing fee of RM8 and GST. This was never the case before in my previous bookings. Is Air Asia now simply charging any charges they want without customers knowledge????
AirAsia has the worst crisis management. Delay due to engine problem but no other information provided. Even how long we have to wait. All staff gone and leave us waiting. Plus seems to be no one fixing anything
Feel bad to miss the Kuala Lumpur leg today 6th January. Departure time supposed to be 1710 hrs & Boarding Time 1700. No prior announcement was made about the boarding which finally announced at 1700 hrs at Gate L7. I was sitting outside L6 when it was announced, however the gate was closed. Four other passengers also missed the flight. I went in to the departure hall at 1709 hrs however there were no staff in attendance. I even took a photo of me behind the info monitor with time 1709 hrs. Finally the lady staff attending to the passengers return from the aircraft rudely inform us that the plane is about to take off and she has arranged our luggage to be unloaded. She did mention she did not make the final announcement. We do not deserve this treatment and seek compensation for the lost of time and repayment of other flight.
I’m very disappointed with the customer service of your company.
We had a flight from Langkawi island on the 26th of November at 7.20pm to go back home in Perth, with a stop in Kuala Lumpur.
Due to an emergency we had to go to Kuala Lumpur one day earlier, so we booked another flight with Airasia on the 25th of November from Langkawi to Kuala Lumpur.
The 26th of November we went to the airport to catch our flight to go to Perth, I got my boarding pass from a lady at the counter, but at that time my partner wasn’t with me so we went again to ask for his boarding pass a few minutes later.
The lady at the counter told us she couldn’t print the boarding pass as the flight we booked was a connection flight, so if we didn’t fly from Langkawi to Kuala Lumpur on the 26th of November at 7.20pm, we couldn’t fly from Kuala Lumpur to Perth at 12.05am.
We were a bit confused, cause I had my boarding pass and I was ready to go to my gate, but my boyfriend didn’t, so we tried to understand what was going on.
On the confirmation email it wasn’t saying it was a connection flight, cause if we knew it, we would have bought a new flight from KL to Perth as well.
What I’m not happy about, was the poor customer service we received from the airasia staff, as a Supervisor ( I presume he was) started to laugh at us when he said we had to buy a new flight.
A new flight for us was really expensive and we didn’t want to buy a new flight cause we had already a flight from KL to Perth and the seats were already chosen.
At the end, after varies discussion, we couldn’t do anything but buy new tickets, we tried so many times to ask if they could have done something for us but there wasn’t any other choice.
We asked what would have happened to our tickets and seats, and the Suoervisor told us they couldn’t re-sell them cause they weren’t allowed. We went to the sales shop of airasia and luckily there were 2 seats available for the same flight. We felt really lucky.
But guess what? When I checked the seat on my ticket …it was exactly the same as the boarding pass I had previously from my original flight.
Now, is this a joke? Does Airasia care about his customers or what they care about is just money?
I felt really disappointed and humiliated.
Unfortunately, after what happened I’m not too sure I will use airasia again.
Now, I’m trying to get a refund for my airport tax but again the poor customer service didn’t know what I had to do, telling me first to contact the agency I made the booking online with, cause airasia can’t do any refund if the booking is through an agency
I called the agency and they told me I need a cancellation from air asia to permit them to start the refund application.
My booking number is XJUCXS, flight number AK6323 from Langkawi to perth the 26th of November at 7.20pm.
Travelled from N. Delhi to K.L by business class on 8/11/19 midnight flight. We booked and paid for our seats months ahead of flight hoping to get a good nights sleep as we had to attend a wedding the following day. We had one of the worst flights as AirAsia upgraded a lady with a 3 year child who sat in the seat directly in front of us. This lady kept opening the overhead compartment to tend to her child all through the flight without any care of her fellow passengers. There was another couple also with a small child, luckily this child slept most of the time. I had posted a complaint on the review and have yet to receive any reply. Is Air Asia only about some extra dollars or does it at all care for its business class comfort ?
Deceptive Value / Poor Service
1. ‘VALUE PACK’. – No value in the Value Pack. A very deceiving option when we are to book our flight tickets. Customers are given horrible choice of food – Arabiata Chicken Pasta which taste horrible and too spicy. When we asked the flight attendant, is there another choice. The flight attendant responded couple of times, it is a ‘complimentary’ food. It is not complimentary, we paid for the food. It is even difficult when passengers are vegetarian. A simple sandwiches would be a better choice than the horrible taste of Pasta.
2. 4-HOURS PRIOR TO CHECK-IN FLIGHT. I don’t understand why the passengers need to come 4 hours earlier to check-in just because it is schools holidays. AirAsia is ineffective and lack foresight. It is either the staff is inefficient or the process is ineffective.
Airasia has a bad check in counter in Langkawi. Almost everyone.who came to the airport have no idea how to check in their bags n bikes.
At first we were queueing at the counter awaiting checking in my bike. Then they asked us to print boarding pass n bag tag. So i went out and printed the tag. After printing the tag we thought we could proceed to normal line however.they asked us to requeue again. My flight on 2.55pm and 2.00pm Im still.queueing. OK fine.
Finally its my turn the staff only check in my bike and leaving all my luggages to my own to check in wth. if so you should have told me earlier to check luggages separated earlier instead of asking me to queue.
ok fine i checked in my luggages myself. she asked me to move to another belt to check in while others are using. Hey, staff do i look like a ball? For you to passing here n there?
Lastly, because of their unhelpful services two of my bookings left a total 15kg allowance separately, while i am having one 15kg bag to check in. They said i.have to repack and buy the weight.
Fine i repack and wanna pay for it. She just asked me to queue to another long queue. WtF. MY FLIGHT 2.55pm. AT 2.30pm im still outside queueing in the line. Well done bravo. what a great services.
Seriously, when your staff come across problem they just kick us to another staffs. Bravo.
This airline should be sued for charging customers for flight insurance without their permission.
If I fly any other airline in the world, if you want insurance, you can click a button “Yes” I want to purchase insurance. But with Air Asia, they AUTOMATICALLY charge you for flight insurance unless you click a button that says “NO”, I don’t want insurance. This ladies and gentlemen is called a SCAM!!
And then I when I called customer service they wouldn’t give me confirmation over the phone that I would receive a refund. I have to wait 7-14 days for a SIMPLE ANSWER that I will get my refund. (GOD FORBID I should get a ‘sorry that we overcharged you for something you didn’t want). Then when I called the ‘True Protect Insurance Company’ (what a joke of a title) to get my refund, they said that it would take around 45 days to get my lousy 631 baht refund. So, this is just another form of a ponzi scheme. They keep my 631 baht, along with millions, and billions of baht from other customers in a money fund, and earn interest on that money before they refund the customer their money. AND THEY EARN millions in interest during those 45 days.
You know this is a horrible way to do business. Knowingly SCAMMING your customers out of their money. Charging them illegally for something they never asked for. Keeping their money for so long so you can profit from their deceit.
Do you know how many customers you loose and how much money you loose by this horrible and illegal business practice? Probably hundreds of thousands. I know one thing, I will never fly this crooked airline as long as I live. And I hope that this complaint will make thousands of people book their flights with another company, thus someday, putting you bastards out of business for good.
CROOKS!!
Filed a complaint on October 2, 2017 due to being charged 8 kg over the allowance I requested to remove the over allowance weight They would not return my bags after numerous requests The bags never were out of my sight but were behind the counter The ticket agent was disrespectful and forced us to pay 3250 pesos or could not board the plane They are taking advantage of there customers and forcing us to pay for something we could easily of been resolved Not a good company to use for any type of flights I have read many issues about there customer service When returning home I will file a complaint and seek action against them for their actions
AIRASIA1563 :: CCU to BLR (Via Bhubneshwar): Terrible experience. Waiting on the airport since 1 am today and the staff claim that they have lost our luggage. No sense of responsibility and have not provided us with any assistance. Asking us to wait and wait. They further claim that if found, they will handover to us by noon or else they will compensate for our luggage depending on the wait, after seven days. The In-Charge for the luggage is simply ignoring our requests and tells us to move on with our trip without our luggage.. Complete Fools!! BTW, its not only just us, there are 7 more such luggages missing.
I am a frequent flyer of AirAsia in the route HDY-DMK. On Sep 11, I booked FD3112 DMK-HDY as usual and the flight was supposed to leave DMK on 08.10 pm. I checked in around 05.30 pm and the Boarding pass stated that the Gate was Gate 45 on the terminal building 1. I went to the gate and waited there only to know on the final call that the gate had been changed to the bus Gate 78 at 10 minute before Gate closure. I ran and almost lost my stuff along the way.
So many staffs were at the Gate 45. No one care to notify the passengers about the Gate change!, So disappointed with this Airline.
Terrible experience, flew out of Osaka Japan, terrible customer service was rude and hesitant to help me. If your foreign the Japanese people that work for Air Asia X can be discriminating. Manager never came to mitigate circumstances. Air Asia x charge 250-300 for upgrade and don’t even care about their people !
Flight D7 206
Hallucinating male escorted onto plane by Malay Police and left for staff and passengers to handle. Tries to open doors of plane 5 mins after take off. My husband has to tackle him from getting to the front door to open. Poor cabin staff lady dragged down aisle by crazy man. Why has it not been in newspaper. Flight carried onto Gold Coast, with man having to be restrained whole time and always trying to escape. 7 hours of screaming from him, swearing, abuse. Police come on at Gold Coast. We have bruises, stress. Want to make sure air hostess is ok. She was in shock and had to carry on feeding passengers. Ridiculous. Seemed to be no protocol.
I have booked a flight on 8 March 17 from Don Mueang to Singapore with you and had a very bad experience. I tried to do a self check in but wasn’t sure where it was located so i approached your askAirAsia counter to ask where the machine is. A lady behind the counter directed me. However, I couldn’t do a self check in and went back to the same counter and told her about the failed check in. She informed me to join the queue at counter 1 to check in personally.
Unfortunately it was a long queue. I had an hour before departure time. I queued for almost 20 minutes and the queue is getting nowhere, I was getting anxious and approached the counter lady to inform her about the urgency to check in as my departure time is in 40minutes. She told me to continue to queue. Its 15 minutes to departure time and I was still queueing. I approached another counter next to the one i was queueing. This gentleman name Kritsana helped checked my booking. He informed i have to book another flight but there was no available flight on the same day and I have to book for the next day instead. I told him about the situation and the lady at the next counter was the one who advised me to continue queueing though I informed her about the urgency. I told him I need to speak to the Manager in charge but he told me to go to another flight booking counter instead. I approached to the booking counter and informed that I need to speak to the Manager. The staff at the counter was not very helpful and told me I have to book another flight.
I went back to the information counter where the lady advised me to ask for her name. She pushed me away and told me to talk to the check in counter staff. I went back to the check in counter where i queued previously to look for the lady but she was already off duty so I asked the lady who took over for her name. She wrote it down on my payment receipt and then asked what was the reason for asking. Kritsana told her about my issue and she deleted the name of the previous staff. I told her to stop but was too late. I took back my receipt and can still see that the lady staff’s name was Panita. Kritsana then told me to talk to the Manager. It was too late apparently to solve the issue.
I am writing to you to lodge a complaint about the incompetency of your staff who dealt with my flight. They are apparently not responsible and ignorant. I had to book for another flight out of desperation with another air line which cost me almost another 4000baht. This incident has cause me great distress and money spent due to the ignorance of your staff. I will want a refund for my flights booked.
I have copies of my payment receipt and pictures of your staff whom I dealt with for record.
Customer complaint about AirAsia flight attendant on flight #FD605 from Phnom Penh to Bangkok on the 17th of June
Dear Sir / Madam
I am generally a satisfied customer of AirAsia and do like to fly with your airline, however on this day and flight I had a rather unpleasant experience.
Me and my partner had an early check-in and everything seemed to be as always eg that we will have a seat next to each other.
Boarding the aircraft and looking for our seats we realized that we where given both an window seat behind each other (22F, 23F) . I started to take my seat when my partner discovered the seating arrangement and asked a flight attendant (not the flight attendant in question) if we can re-arrange the seating with the people affected which was positively acknowledged. So we settled in seat 23D and 23F
Subsequently a gentleman who had 23D was showing up and I started to explain to him the situation and offered him my window seat. He had no objection to this, however there was this flight attendant by the name of Ms. Napason who started a quite embarrassing racked, insulting passengers myself and my partner quite aggressively.
She was holding back the passenger who I had an agreement with from proceeding to sit in 22F and holding up subsequent passengers from boarding the airplane for quite some time.
She obviously was out for demonstrating herself to be in a power position when there was no need for her to get involved at all since no person was negatively impacted. Her attitude was clearly “I am the boss and you do as you get told” without any consideration of the fact that apart from herself no other person had any issues at all.
I do not accept from your staff arguing and making a fool of herself by throwing a tantrum and getting quite personal. When it all got too much I did ask her for her name because I will put in a complaint against this sort of behavior to which she responded, “… can you write?”
Well. yes I can and I don’t take unprofessional behavior from any person let alone from a person half my age. Arriving in Bangkok myself and my partner where the last people to leave the airplane in order to ask / verify the flight attendant name when another crew member (flight attendant in charge?) got involved to the degree, of straight away defending Ms. Napason conduct without even having the courtesy of listening to my side of the story. Needless to say we left it at that.
In my 30 years of flying I have never encountered such a unprofessional behavior.
I sincerely hope that AirAsi is taking these complaints seriously and I look forward to flying with your airline again with a customer satisfaction oriented crew on board.
The flight was delayed for almost 7 hours. I informed the crew that we have a connecting flight at 8:00 pm bound for Australia but none of them made an effort to inform Qantas that they have a passenger who is bound to fly with them and will be delayed because of AirAsia. Also, we have a 1 year old baby girl and having to stay in the airport because of a delayed flight became very stressful. We by left by Qantas and have to purchase another ticket because of the AirAsia by 7 hours delayed. Buying another international ticket for the 3 of us is a BIG BIG DEAL!!! We also have booked and paid already an expensive hotel in Sydney which was wasted because the airlines left us because of the poor management & incompetence of AirAsia.
I am based in the U.S. My associate is based in Malaysia. We travel a lot on business all across the planet. Air Asia has to be the worst airline to travel on. We are at the airport in Hyderaba, India, getting ready to fly to Kuala Lumpur. Our flight (AK68) was scheduled to leave at 23:55. We left the lounge outside the airport to check in and print our boarding passes. Once we got to the counter we were told there was a 4 hour delay. Then the Air Asia representative weighed our baggage (we each had 1 checked bag). We were told that the bags were ok, our boarding passes were printed, and we proceeded through customs and to the lounge near the gates. 2 hours later the same representative, along with another Air Asia employee, comes to the premium lounge looking for us. He then tells us that we need to pay 2,200 rupees for our luggage. I am highly upset! This could not have been done at the time of check in? This was done 2 hours later after we were told that we were having to be delayed 4 hours? I am a wealthy businessman who travels many places that Air Asia flies. To treat a customer this way is highly insulting. It is not my fault that your representative failed. In addition, it was the same representative (Vajay) that checked us in who came to extort additional money from me. Shame!!! From now on I will fly a different airline.
Sub: Lost Mobile Phone (Samsung S7 Edge)
I had boarded Air Asia Flight No. AK 131 from Hong Kong to Kuala
Lumpur on 03.05.2017 (21:05) for transit to Kochi vide Flight No.AK 37
on 04.05.2017 (06:05). Immediately on departing the AK 131 flight at
Kuala Lumpur, I realized that my mobile phone was missing. I could not
register a complaint immediately, as no Air Asia staff was not
available at the ‘transfer counter’. The Kuala Lumpur Airport
Authority directed us to lodge a complaint with the lost and found
department of the Airport, however as we did not have a Malaysian visa
we could not clear Kuala Lumpur Immigration to lodge the complaint.
When we talked with the crew of the flight we had taken, they advised
us to lodge a complaint at Cochin Airport. Accordingly we have
registered a complaint at the baggage services (Air Asia) of Cochin
Airport.
I have also continuously contacted Air Asia Offices at KUL and COK with no avail. I have not received any reply to my mails also. If there was staff in the Air Asia Transit counter at the time of arrival of the flight, I am sure my phone could be retrieved then and there. It is very saddening to note that your airlines does not have proper policies to handle such situations and help your passengers.
Please also note that on my trip to HKG also via KUL, my baggage was delayed by more than 24 hours and I had to go through severe hardships. My entire holiday was ruined on account of travelling with your airlines and i am thoroughly disappointed in your services.
Claim for delayed baggage
Ref: PNR No. LE3HGY and Flight Nos AK 38 (COK-KUL 29.04.2017) and AK 134 (KUL – HKG)
My baggage checked in to AK 38 was not loaded to AK 134 and i didn’t receive my baggage at HKG. I received the baggage only on 01.05.2017 and had to suffer severe hardships as the entire clothes of the family , toiletries and medicines of the family members were in the checked in baggage. I had booked a conducted tour in HKG and my entire schedule was affected on account of non receipt of my baggage. With Kids aged 10 and 5 years, I found it very difficult without my baggage. The lost and found department of AirAsia at HKG Airport could not give a clear message on when I would receive my baggage. The only reply that i received was that my baggage could not be traced. I was forced to purchase clothes for the entire family at a cost of HKG $ 1840/- . As my scheduled tour was disrupted, I also had to spend an amount of HKG $ 365.40 /- for travel from my own pockets. As the airline is solely responsible for my loss, I request that the additional expense of HKG $ 2205.40 /- be reimbursed. The invoice of the purchases made is attached for reference.
The bank details for remitting the reimbursement expenses are given below:
Acc Holder Name : Afshana.C.A.
Bank : The Federal Bank Ltd, Aluva B J Branch, Kerala, India
Account Number : 15125000216703
IFSC Code: FDRL0001512
I have filed a complaint by submitting e form in the air asia portal . As i have not received any reply for another complaint made for loss of my mobile phone in the flight, please also let me know how i should follow up for complaints given vide e form.
It is also surprising that your airline does not have dedicated email IDs for these purposes.
Good day to you. My name is chiew/thomas bangsing. I am a frequent flyer with Air Asia. I took a flight from Melbourne to KL on 12/5/2017 @9.35am @D7 215. While retrieving my check-in baggage in KL, I found out that the handle and one of the wheels were ripped off. I lodged a property irregularity report. Report ID CBTKUL17A04266 Tag No. KUL395984′ The staff concerned was very helpful and advised me to see a service counter staff when I went to check-in on my KL-Sibu flight AK5874 @ 6.45pm. After checking in, the friendly staff advised me to go to see the service counter under U over my damaged baggage.. The gentleman saw me and immediately closed the counter. I imparted my case and he told me the counter had just been closed and instructed me to go to other service counter behind. I asked for a reason for his behaviour and he asked me to bring it on!!! He said if you wished to complain, my name is Azahari. I went to the other service counter and met some friendly staff and an officer named Hamshayidin brought me to see Azahari. You know what??? He was chatting happily with some ladies. Hamshayidin apologized to me fervently.’ Luckily, I was able to catch the flight to Sibu.. Air Asia is supposed to be an efficient service oriented conglomerate. With this kind of staff like Azahari, god bless your .company. I have real intention of posting my encounters with this Azahari in the Facebook . I need explanations from him since he is so arrogant .
Sir, I haven’t resolved the issue of the claim of my damaged baggage due to time constraints. By the time I was finished with Himshayidin, it was already 6.10pm and he advised me to board the plane asap.
Your early reply will be much appreciated.
We are frequent travellers on Air Asia and always print out our boarding passes.At Chennai Airport, we had to go to the Check-in as self printed boarding passes were not accepted.
We queued up and presented our boarding passes for check in. We only travelled with hand luggage. The woman at the check-in asked to weight the luggage. It was 8.5 kg.
She informed us that according to new regulations only 7 kg were permitted and we have to check in the hand luggage. I told her that I will not check in my laptop which contains important information. She insisted. I asked to speak to the supervisor.
Mrs. MG Geetha arrived, talked with the check in girl in Tamil and repeated the same thing. Check in your luggage or you will not board that plane! I told her that I will not check in the luggage, but I will take out some of my cloth so that the weight goes down to 7 kg.
I opened my small hand luggage and took out some cloth to wear it. She told me that I need to step aside as she has to check in other passengers. I replied quietly that I will not step aside as I wont *** up again. She then called security which came running.
The security yelled at me to immediately step aside. I kept my patience and told the supervisor that I do not accept the security yelling at me, trying to grab my arm to pull me away from the Check-In counter. Moreover, I told her that there are several other Check-In counters available. Mrs.
MG Geetha began then to threaten me. She told me that we are delaying the flight (there was still 1.5 hours before departure) and because of my behaviour make things horrible for other passengers. I asked her, why all the Indian citizens on the same flight were permitted with hand luggages which looked like they were clearly over 7 kg without having to weight them, but only us should pay. She refused to answer my question.
I asked her if we were singled out because we were Non-Indian? I had put on some cloth and my luggage was exactly 7 kg. (When it was 7.1 kg, she still insisted that we have to pay). She continued her threats saying that at the gate she will be there and that there is another scale and that there they will take away even my computer.
I answered her that I have quietly complied with her demands and want my boarding card. She issued it to me. But as it was my friends term to check in, the same procedure started. The weight of his hand luggage was 9 kg.
As the security was still beside the check in counter and Mrs MG Geetha and the check in girl were at the same time yelling at my friend to pay or get out of the line, he broke down as he was scared and agree to pay. We were immediately whiskey off the counter and had to go to another counter for payment, where the staff informed us that the credit card machine is not working properly, so they will write down the details by hand as well. I told them I dont trust this system but as we had no cash money, I had to agree. FOR 2 KG EXTRA AIR ASIA CHARGED 4400 Rupees, which are appoximately 70 USD.
After payment we had to *** up again. My friend was so upset by the whole episode, the yelling, threats and impoliteness of the Air Asia staff and the security that he was crying. Of course Air Asia didnt care and just told us to better go to the flight quickly or we miss the plane. Of course at the gate, neither the supervisor, nor the Check-In woman were present.
No scale or hand luggage check. Some Indian travellers who had noticed the problems at the Check-In came to talk with us and were upset. They showed us their hand luggages and at least 10 passengers confirmed that theirs were not weighted nor anyone had to pay extra charges. We had been selected because we are a Western and an Asian person.
We strongly condemn racial profilling. Either Air Asia decides to weight the hand luggage of every passenger and makes them pay even the weight is slightly over the limit or none.
We consider not flying with Air Asia again and ask Air Asia in Chennai to have a talk with Mrs.MG Geetha and the woman who had duty at counter 40 on Friday May 5th for flight AK 12 from Chennai to Kuala Lumpur
Lousy experience using AirAsia.
Cancelled my booking without telling me. Had to book a new ticket. AirAsia made me loose over Bht30.000. They destroyed my bag and refused me compensation.
They don’t give a shit about the customer. They will not take a blind bit of notice to any complaint.
I will never recommend AirAsia to anyone.
Air Asia is expanding too fast to take control of the people who work for that airline. I totally agree when Air Asia customers say that Tony Fernandes (CEO) should take care more about his stuff members than expanding more and more. Actually you should shut down this airline!!!
I booked a flight from Kuala Lumpur to Auckland for 2 persons + sports equipment. On the check-in counter they refused me to go on that flight, as they considered my passport as damaged. My passport detail page has a torn on the top page which is not too big.
It is still intakt, no photo damage, no detail damage, you are able to scan…
But the stuff on the check-in counter from Air Asia has been really naughty, she send me to the Service Counter. At the Service Counter the stuff member were all overchallenged as other people were standing there to complain. All the stuff members just could say “you cannot fly, your passport is consider damage”! Thats all? Are you kidding me?
They were sending me to one manager at another counter and i was talking to him. I have been telling all of them that since i travel i never had any issues. But this manager didnt care and said the same like the others with a really rude attitude. They dont give any other explanations, they just dont care and they treat you so bad! They way how the manager and stuff member talk to you is super rude and naughty!!!
As Air Asia is a low fare Airline i think they dont give a fuck how to treat people. How is this even acceptable??? Why do they treat customers in the way they do? What gives them the right? For me, its all out of reason.
The way they treat you makes you angry, pissed off and you are in the situation to fight because of their manner/attitude.
I have been traveling to Australia, Malaysia, Thailand, Myanmar, India, Nepal and back to Malaysia without any problems with my passport and the torn on the detail page. No one of the Customs or even Immigration of each country has mentioned anything about it. Plus…In my opinion, the Immigration or Customs could easily let you know if your passport is considered as damage.
What do you do with your passport? You hand it over every single time you enter a country. The people on the Immigration have a close look on it, scan your passport and flip through. Also in hotels your passport get used for scanning. Of course if you travel a lot, your passport get wear and tear. So you should actually get a notice from the Airline or from the Immigration that your passport has a torn. BUT NOT A REFUSE to get on the flight. Why do they refuse you? Because they are afraid to pay a fine when it comes to the Immigration in the other country.
Of course they dont want to pay a fine, Air Asia just want to soak up your money because you dont get a refund back, its your fucking problem of the passport. Seriously?
After some research i have found out there are existing more bad reviews than good ones.
NEVER EVER AGAIN!
I do like to travel budget but there is no reason to treat customers like that. Surely in future, i will pay more for my flights but have an excellent service.
Not a very good experience recently travelling on AirAsia. Encountered my luggage damage and suppose to receive replacement unit within 4 weeks but still yet to receive my replacement luggage. Until now no further information or update..
Hi, first time i booked with Air Asia, and i guess its my biggest mistake. Horrible service!! Both the flight departure as well as return got cancelled and your ridiculous team & customer care support is unable to tell how to refund back money.. i am definitely going to report this issue to aviation department. Pathetic service & one of ur executive even lied that flights are not cancelled.
My husband and I were traveling AirAsia from Chennai, India to Auckland, New Zealand. I’m a U.S. citizen and my husband is an Indian citizen. When we booked the tickets there was no warning about checking our layovers to see if we needed an e-travel visa for any layovers. So we booked the tickets and made sure to have his travel visa for New Zealand ready. No where while booking the ticket does it warn you to check your layovers for e-travel visa’s.
When we got to the ticket desk the India AirAsia customer services was extremely rude. They did not try to help change our flight to accommodate for the issue of not having the Australia travel visa form completed for a 1 hour layover. They said there was nothing they could do to help us and we were on our own. We ended up having to go to a travel agent and book a flight with Cathy Pacific which required a layover to Hong Kong.
AirAsia caused us to miss a full day and half of our honeymoon because they did not properly warn us of where their layovers were. Also, the customer service from Sonia Nagaa while in Chennai was terrible. She was disrespectful and very unaccommodating. I will make sure to write poor reviews on all Air Asia websites (Facebook, Twitter, travel sites, etc) if this is not resolved with credit for the flight or a refund.
I have now also talked to Mahtsh from the AirAsia U.S. Call center and he was also very unhelpful and had no sympathy for the situation.
I travelled from Penang to Medan. What a bad service I got from Penang ground crew. I travelled with my baby (infant) and the crew asked me to go document check (long queue) and then I cant straight away check in my luggage. They asked me (bad attitude) to go to internet check in again for printing the luggage tag (long queue). And then ask me to queue again for self luggage drop. Can you please help me because i carry an infant? Why u ask me to go here go there. Such a bad service and bad attitude from ground service. Really dissapointed. And somemore, the air crew dont even give me an infant seatbelt.
Made a mistake with online booking. I saw the mistake within minutes. Contacted call centre to be told nothing they could do,I had lost 3,500 baht. How difficult would it be to change the booking and make a small charge. Nice business to do people with.
I had travelled from Penang to Bangalore (Booking: XGZNRP) on 1/3/2017 and returned on 5/3/2017. Our flight AK 6129 was scheduled for departure at 6.35 PM but was delayed for approx. one (1) hour. Our connecting flight to Bangalore (AK 53) was scheduled at 9:10PM same day, and the plane was waiting for my family members (4 adults + 1 infant). When we enquired about our baggage (3 suitcase & 1 car-sitter cum carrier) , the ground crew informed us that the baggage will come on the next flight to Bangalore that is on 3/3/2017. We disagreed with ground crew personnel and demanded to travel with the baggage. At this point a captain of the plane met us personally and assured that our baggage will travel with us. After a delay of approx. 1 hour the ground crew personnel assured us all the baggage is in, and the plane left KLIA.
After arriving at Bangalore International Airport, we found 1 suitcase and car-sitter was missing. The logistic handling personnel at the Airport confirmed that our missing items were actually not loaded into the plane. A property irregularity report (BAHBLR17A00022FT) was prepared immediately by Mr Salman.
On Saturday (4/3/2017) Mr Salman called an informed us of the availability of the missing items at Bangalore International Airport and it was not delivered to our location (Puttapurthi) 143 KM away from the airport. Finally we had agreed to collect the item on the 5/3/2017 during our return flight from Bangalore.
As a regular traveler of AirAsia for many years, we were totally dissatisfied with the attitude of the ground crew at KLIA. Since there was a delay in flight AK 6129 due to some reason unknown, the ground crew should have waited for the plane to arrive and transferred the baggage immediately. Just consider our difficulties my wife and myself had undergone without our belongings. My son had difficult time handling there infant with out the car sitter. We can’t believe Air-Asia staff including the captain of the plane giving false promises and make us believe that everything was right. Now I am asking a question; will this captain or crew member leave there belonging in KLIA and travel to foreign country?
Since the claims department wants the reason for the delay and duration in official report, we hope the Quality Assurance Department / Customer Complaint Department to conduct full root cause analysis on what the standard operating procedure says and what was done.
I am so distressed in sharing my bitter experience from one of your cabin crews while travelling to Hyderabad recently. We have booked 3 tickets in the name of Mr. Vijith, Dr. Shyam Sreedhar & Mr. Shabareesh to Hyderabad on 17th February via Air Asia Flight NO I5 – 1526.
One of your male cabin crew member came and took my mobile phone from my hand without my consent. We got shocked and he asked me to collect it from security and went away. Then asked the lady cabin crew what is happening & why such obstinate actions from your team!!! She told that I had taken photos of Air craft. I told her that we have not even intended to take any photos and you can check my phone to prove their version is correct or not. She talked with the cabin crew and failed to find any pics of Aircraft and later returned the phone back.
I felt literally insulted as other passengers were also laughing on us. I was travelling in Air Asia for the first time and your behaviour literally ruined the mood of our pleasure trip!!! This was not something expected from a unit of TATA group. I never expected that your cheap rates will replicate in your staffs’ manners too!!!
You are requested to coach your employees to behave properly to the customers and If someone takes photos you may warn him and ask him to delete the same, instead snatching others property. I expect your team would test out the reality of the incident and take apposite steps in this regard.
Waiting for an early reply & action from your end or else we will be forced to share the same via social medias & go for further actions through legal authorities..
I have sent a mail to your grievance redressel cell on 25/02/17 to ‘[email protected]’; ‘[email protected]’ and still no reply from their end.
I am writing you with a serious complaint against the ground staff at Bangkok DMK airport:
They frankly refused to check me in in spite of valid tickets and all-good travel documents.
No reaction to my complaints by now (9wks after).
Arriving there on 28-Jan-2017, 19:30, for the flight to COK International Airport, I was refused to check in by the ground staff in spite of holding a valid ticket (booking number YMLTMN), a valid onward ticket to my home country (departure 3hrs after arrival at COK) and valid & complete travel documents.
Asked for a reason, I was told that only passengers with a valid entry visa for India would be carried on that flight.
(Knowing that some things might be different in India, I had informed myself at the Indian embassy before: No visa required for stopovers!)
Could not believe the behaviour at the check-in desk. An entry visa for a 3hr stopover at an International Airport? In spite of the embassies positive information? With COK International airport being one of the most modern and professional ones all over India?
As I could not clarify the issue at the check-in counter and I feared to miss my connecting flight, I asked to speak to the ground staff manager, who was not able to solve the issue within the next two hours. What I heard from the manager was even more capricious:
a) No matter what the Indian embassy says: Air Asia policy would not accept passengers without valid entry visa. The website would clearly say that passengers would be responsible to care for all necessary visa issues by themselves and AirAsia can not give any information about visa requirements. He concluded (in a logic that may be hard to follow) that I should not have called the Indian embassy but AirAsia help desk to ask whether a visa is required or not.
b) He could not allow me to travel to COK Intl airport at own risk, because it might cause extra costs and trouble to his airline, if Indian officials would not allow me to enter the airport.
c) AirAsia would be a cheap airline and the plane would sometimes arrive at a place that is seperate from COK International Airport, so that immigration to India would be necessary in order to get international connecting flights.
(This is a bare lie, as you can see from COK airport´s arrival site, saying that flight FD170 arrives at COK International; see http://cial.aero/flightstatus/status.aspx?type=ARRIVAL&linkLvl1Id=8&linkId=9.
Even if it would be true, the airline should not sell online-tickets to COK International then – or at least make any announcements on their website that it is not good for connecting flights and stopovers.)
c) He can not reach anyone more competent than him to decide on the issue in time.
d) Instead he spent two hours calmly surfing the internet to show me colored pictures of all different kinds of Indian visas (while refusing me to apply for a visa on arrival at the same time!) + showing me finds he considered suitable to justify his refusal.
e) Once I realized that there is no more chance to be carried by AirAsia, I asked him to either bring me to Cochin at my own risk or to confirm me his refusal in writing. He frankly answered that he would not like to do either because both actions might have unpleasant consequences for him – and therefore would not confirm anything in writing. Luckily I had noted his name before he was able to hide his name tag.
I am writing to you with a serious complaint against one of the ground staff Louise West who was very rude, unhelpful whilst I was checking in from Perth airport to Bali on the 18th February on flt QZ 545.
I have travelled with Air Asia for many years to and from many domestic and International destinations and I have never been treated with such terrible behaviour from a member of the Ground staff, who represents your Company !!!
I shall start since beginning so you have all the facts.
I booked a return flight from Bali to Perth on 5th Feb returning to Bali on the 19th Feb, I did this online and paid for my luggage and meal the Ref no V18V2J. Unfortunately I had to change my ticket, I spoke to AirAsia staff and was told to do it online and everything would be the same apart from the date change, which I did. I changed my flt to the 18th Feb returning to Bali on the 18.10hrs flt .I paid the difference of the ticket and thought that was all good as I have confirmation stating so Ref UCQ14L. I checked in online before going to airport.
When I arrived at Perth airport I went to check in desk produced passport, booking ID etc whilst the check in man was checking me in I loaded bag onto scales, I was then informed that my bag had not been added to my booking, which I questioned and told the staff it was he who then referred me to Louise West who as at the desk next to the check in desk. I spoke with her and explained that I had changed the date of my booking but everything else was the same, luggage meal etc and offered to show her the booking on my phone, this is where my problems started as there was no working wifi in the airport.
I asked her to please check if wifi was working on her phone which she did and confirmed that it wasnt. I then asked her to look up the original booking Ref but refused to, she then stated that my bag was a sports bag and told me I would have to Pay an extra $45. I replied its not a sports bag and it had my clothes, toiletries and a few presents in. I would just like to point out that for the last 10 to 12 flights Ive flown with AirAsia Ive always used the same bag and never been told this or ever had any problems with before.
I then offered to show her my booking emails, change of flts, payments etc as I had then all on my computer but she was wasn’t interested in the slightest, at this point I was becoming very agitated and asked to speak to a supervisor or Manager which she replied there was nobody available, she then picked up her phone and I assumed she was going to call somebody,which she appeared to be doing, I asked to speak to whoever she was speaking to at which point she hung up and refused.
I said that I was nt making this up and had emails and payments to prove but she was totally unhelpful. She told me to put bag on the weight machine and it was 5kgs over which i said ill take some clothes out and give to my friend and put some in my backpack, this I did and the scales said 21kgs so I took a few more things out and weight went down to 19.7 kgs ,so I took bag off scales closed the bag ,she then told me to put bag on scales then all off a sudden it went up to 27 ????? i said how could that happen and to check again ,she said no and then threatened me – if i didn’t pay the excess bag and sports bag charge she wouldn’t t let me on the flt!!!
I was really angry now, I remained polite but I did speak to her sternly after she told me that ,she was very rude un helpful and sarcastic. I asked her for her name as I wanted to report her behaviour and the fact that she accused me of lying and blackmailing me, threatening me that if I didn’t pay a total of $245 she would cancel my flt,she wouldnt give me her name but by chance I saw it on her ID tag she had.
I had no choice to pay this amount she charged 10kgs excess $200 and $45 sports luggage. Once I paid this on my card she gave me my boarding card and was very sarcastic, I told her she was very unprofessional and should not be representing AirAsia. I also said that I would make a formal complaint and her attitude was “whatever”.
On 8Feb17, time 1500, me and my husband and our 1 year old baby was taking the flight AK715 bound for Singapore from Kuala Lumpur after our home trip for CNY celebration. When we were on board, my husband carried my baby and I was suppose to handle the hand luggage. While I was searching for a space in the compartments for the luggage, I realised all compartments were very full and I tried to ask for help from a cabin crew walking towards me, his name is Zakhari. I told Zakhari that we need a space for our luggage, immediately he responded to me “Push your luggage to the front, we don’t have space here!”. I turned back and see, there is a queue behind me, I can’t move to the front, but Zakhari kept shouting “Push your luggage to the front!” Frankly his tone was impolite and nobody was moving. After a while he found a space in the compartment next to me and asked me to put my luggage there, he was just standing there watching me struggling to lift up the heavy luggage by myself and my height just too short to the compartment. Half way, I was asking him “Can you help me?” And he replied to me “If you can say please, I could offer my help”. I was SHOCKED with his reply and can’t believe I heard this from a cabin crew. Zakhari did help me to put my luggage in the end.
This was the worst experience that I had in the aircraft. Mr Fernandez, is this the SOP for Air Asia cabin crew? To say “Please” then only render help? Yes, we are taking Budget airline, paying Budget amount for a Budget flight, but is this supposedly the “Budget Service” that we should be getting? As a Malaysian, we are always proud with Air Asia as the best budget airline worldwide, we really hope the management will look into this seriously because I feel that this service lapse will bring damage to the reputation of the Airline and the country.
PS: I could have spelt wrongly the cabin crew’s name due to another female cabin crew who refused to give me the actual spelling of his name after listening to my whole story.
This is what I feared most. Airasia makes the mistake and instead of rectifying it and giving back the refund, it is requesting the Customer to go on a wild goose chase to get a refund. The attachment has been provided. Please read it.
To recap. am lodging this on behalf of my son as all payments were done through my credit card. My son Jeffrey flew on flight D7214 on 8 Feb 2017. When at check-in counter we submitted our UTO upgrade which was purchased at USD258 to upgrade to premium flatbed. He was told at the counter the upgrade was successful and was issued with a ticket with a stick on sticker for the seat 2K,
Upon check-in into the plane there was no such upgraded seat as there was a double booking and he was told to move back to his original booked seat.
When the Airasia ground staff contacted me during the check-in, there was another passing the blame situation…..about the counter staff making the mistake and the system is wrong. In any case I am not interested in Airasia’s inefficiency and poor customer service and just want my refund.
Absolutely worst customer service I’ve ever had from any airline.
CAS-17618599-ZG0K0K: CRM:0026258
a) Extended delays accessing live chat or telephone operators make it almost impossible to get assistance at short notice
b) The customer service representative was unhelpful and did not explain I could change the date of my flight which I would have done which means I have lost my money due to poor customer service
c) The customer service representative disconnected me before I could complete my enquiry and I was asked to queue for another 45 minutes
d) I have been forced to book another AirAsia flight on the same plane leaving Male at the same time to KUL meaning I am paying for 2 x seats, 2 x additional baggage and 2 x airport taxes on the same flight
e) I have received an auto generated response from a no reply email in response to my complaint, again this is a terrible customer service
AirAsia Refuses To Reimburse On Check-In Damaged Baggage Caused By AirAsia For RM400-00
Trolley baggage with purchased value of RM400-00 was noted damaged caused by Air Asia upon arrival at Kansai International Airport on 03/12/2016.
Flight details are D7 532 @ 03/12/2016 ( 1.55am ) from KLIA2- Kansai, Booking no. QCQ7FS
As per AIR ASIA, they can only reimburse to us for the value of RM280-00 which was derived from their own survey from website . e.g ACTUAL VALUE OF RM698-00 WITH 60% DISCOUNT WHICH WAS EQUIVALENT TO RM280-00.
We are totally not agreeable to their statement because Air Asia should consider the actual value of RM698-00 and not for the promotional value of RM280-00 ( after 60% discount ).
However, we only claimed for RM400-00, the purchased price.
Air Asia is the WORST airline that I have EVER experienced! I had booked my roundtrip ticket from Bali to Perth in September for travel in December. I registered my email address with them to notify me of any changes. In December, I got to Bali airport to catch my flight, only to be notified that they had changed their flight times and I was on a later flight — 6 HOURS later. They did not give me any delay allowances for this inconvenience as is required by law. Two days before my return, I “live chatted” with Air Asia, only to be told that the flight was once again changed (of which, I was once again, not notified!!) and I was booked on a later flight that would get me to Bali after my connecting flight had left!!!! I forced them to rectify this. Air Asia did not contact me at all, neither did the online travel agency I used. I have traveled extensively around the world on numerous airlines and this is the worst airline EVER in the world and I hope they will be penalized heavily for their inefficiency.
I did not have a good experience with the airasia ground staff Bengaluru. We boarded flight AK52 on 12:55 am from Bengaluru to Sydney, the ground staff employee told us that he had done some mistake in baggage entry and dint even apologize and was very demanding never seen any air line ground staff with that head strong attitude. We have always seen any airline employee with pleasant customer service. Because of his mistake we have lost the baggage too and still we haven’t received our luggage. Our flight no. was AK52 /D7220 from BLR/KUL/SYD and we have 20 Kg black bag with green and yellow ribbon.
Air Asia is absolutely the worst airline I have ever experienced – at THAT is saying a lot. I firmly believe their corporate culture and marketing strategy is tied to giving the worst customer service, delaying passenger check-in and forcing passengers to miss their flights so that they can gouge them and force them to buy a ticket on another flight.
Today in Penang, the purported ‘Supervisor’, a woman who lacked any shred of service mind or concern over the gross mass confusion that was going on in front of the check-in counters, literally laughed as she told me that despite waiting in line for 2 hours fighting the crowds to get to the counter ONLY to check bags (previously checked in of course), that I was late and it was my own fault! Despite asking the 2 agents that were walking around calling ‘Final Call’ for other cities (but not ours – because WE ASKED!) if our flight was near ‘Final Call’, we were told to stay in the line and that our flight was not at ‘Final Call.’ Of course when the inept Supervisor asked if they had made the call, they all claimed they did. Lying to save their skins works well – but fitting with the Air Asia corporate culture. None of the other passengers heard it either – no surprise.
Suffice it to say that I will NEVER fly Air Asia again, none of my family will EVER fly Air Asia again, and I will make sure anyone that I speak to of flying Air Asia will hear of my experience and review. And I will do whatever I can to make sure that as many people who think of flying Air Asia will hear of the methods of ripping off the traveling public that Air Asia uses. They should know that the underhanded techniques that Air Asia uses to fleece people who fly them. Air Asia has no shame – disgusting and shameful.
This is to bring into your attention about my worst experience with your airline (Air Asia). I had a booking with Air Asia on 10th of Dec from Goa to Delhi at 2240 hours. My scheduled departure was on 11th Dec but I booked Air Asia a day prior because my mother was not well in Delhi. So on the way to Goa Airport there was an accident on highway due to which I got late to Airport by 15-20 mins and I reached Airport at 2015 hours, I explained the whole situation to your representative at your check in counter still we were not allowed to board. I have travelled with lot of airlines where I have seen people boarding the flight 10 mins before takeoff and I think that is relationship.
Customers have always been cooperative with airlines whenever flights are being delayed. This was my worst experience I have ever had with any airline.
I travelled from Delhi to Bangalore on 7th DEC 2016 by I5 177 flight
which departed Delhi at 0840 PM ( Instead of 0815 PM ) , Seat No. 19F .
I did not pre book meals . However , when the meals were served
( at cost ) , they did not have a single VEGETARIAN item . Even the vegetarian noodle cup or sandwich was not available . They just had some chicken item costing Rs 250 and Rs 300 .
I am 66 years old and a pure vegetarian and I had to undergo severe hunger till the flight landed at 11:30 night .
You cannot punish the passengers for not booking pre meals.
I had a reservation on this PN345E number. I had no problem going to mauritius but while coming back it was all upside down. I paid extra penalty to change my seat from 27a b to hotseat 7 gh and i also add 2 extra meal. At checkin counter the staff had no information and even cant see me name in the reservation. 1hr waited after calling here and there..i was able to go in
but they gave me another seat which was free not what i paid for. I paid for an extra food and i never got any food inside
plane. Cockroach kept coming out whole night behind the seat i was sitting. Steward takes no action after being reported. I understand this is low cost flight but dont make it so cheap and disgusting.
I made a small error in booking a flight from Phuket to Perth necessitating now a 10 hour delay at KL rather than 2. I filled in two e form requesting the change to the earlier KL to Perth flight but received only standard non personal responses to change my booking which cost as much as the original flight.
This instead of helping a loyal customer who has continued to fly with them despite their appalling safety record, they ignore me and fob me off. This is appalling customer relations.
I will now cease flying with them and will no longer recommend them but instead will refer friends to all the websites with negative experiences and comments.
I do not understand the business model under which this airline operates and it is time that consumers like you and me make a stand and demand that we get better service.
Worst service i ever experienced. Pathetic service.. Flight is always late.. receptionist having worst possible behavior and no space in the airbus.. too congested.
I had the worst experience in my life time traveling with Air Asia flight QF537 on 24 th Oct 2016 at the Perth International Airport . My mother who is 83 year old diabetic in my personal care was rejected on check in by the ground staff at the Air Asian check in . I booked our holiday 0n the 11 Sep for me and my mum who was at the time in Europe visiting relatives in Serbia staying there for 12 month period while I was filling up my mum personal details I printed out wrong my mum date of birth . Knowing I might have some issues regarding to that I contacted Air Asian <I was told to print and send my mom passport front page with her personal details on which was clearly stated expiring date and I sent a copy of her passport via email to the Air Asia on 4 th Oct .On 5 th Oct I had a confirmation email from the Air Asia saying that everything look fine out flight was confirm at the time we arrived to the airport we checked in our bags but by the time our boarding ticket were handed to us we were told my mother passport is less then 6 month valid expiring on 27 th Feb 2017 which is 4 month from now . Very Unfriendly staff didn't want to make a call to the Bali immigration office to solve an issues in which cases she might be granted under special circumstances. Instead we were told my mother had to return home and I had to leave on my own and that was very sad because my mother never had a holiday but my nightmare with Air Asia night supervisor called JAZ continue while I was tried to board a flight I asked his full name for the future reference but He start argument telling me that I cant go on the airplane not knowing why, he said captain didn't want me on board and all these nonsense like I'm some kind of criminal and not an passenger !! Very unprofessional customer skills very poor communication they were making a fun of us and I would never ever chose this airline ever again !!! Lesson learned go with Garuda Airline it cost a slightly more but much better staff ground and above as well. I'm logging a personal complaint against this Airline maybe possibly a law suit asking for the fully refund on my mother airfare as well as hotel stay because they overlook to inform my about Indonesian Immigration regarding to NZ passport holders rules
I was traveling with AirAsia. When i reached the counter they told me there is no seat left in the flight. And they told me to pay the sum of 550 for the chargeable seat.. this is not fair.. if u dont have seat then dont show that seat is available on website.
Made booking yesterday to Kuala Lumpur from Singapore at desk in Terminal 1 Changi Airport. Young man made ticket booking then asked about luggage, we said 2 pieces and he said no more than 20kgs. We said they were both less than that and paid baggage price he quoted. Today on check in we have been charged 45 dollars extra as it is 20kgs total but it was not made clear to us. He was talking to his colleague through the booking and I repeatedly asked what he was saying. I am not happy at all about this and will not be booking again.
Very bad flight. Will never travel again in this flight. My son is just 1 year old and he was a bit creepy. The staff were bad. And did not provide even cotton to the ears. When I asked for a cotton piece they said no. But they have a first aid kit. Guys I request everyone never travel in this flight
Early morning 4.00am at KLIA 2 while check in for my flight to Yangon AK 504 your counter attendant at Counter V12 Miss Asniza was very rude and rejected me of flying due to not having approved Visa on my passport. As I explained to her I will have my visa on arrival at Yangon Airport and I also show her the Letter of Invitation by Company from Myanmar..even with this document she still refused my flight deliberately. She also insisted I wait for her manager to come to verify it, eventually after 15min the manager came and verified my documents and said OK but she still insists that I can’t fly, can you imagine with her superior in present she still shows her Bad attitude. With this type of bad manner early in the morning to check in, I think your management will know how your regular passenger like me will feel. With this complaint I would also like to compliment your Bangkok Staff Miss Tanarata who served my friend Mr.Chiam this morning. Very very helpful and also took the initiative to even print the Invitation document letter for my friend who is also flying on FD251 from BKK.. this is what we call great customer service.
I contacted Air Asia customer service via E form (the only way to contact their dedicated customer service team) 3 weeks before my flight on Aug 18.I was asking how to change my flight to a later date and needed help with modifying the booking or a credit so I could purchase a new flight.
A rep contacted me on Sept 5, 1 day before the departure of the my flight and stated that flights could be modified up to 48 hours before departure. I went online to chat with a rep who said that I could not receive a credit for the existing flight even though I contacted customer service 3 weeks in advance and no one got back to me until day before the flight. She then said I had to pay for a new flight. I advised of the situation and asked for the customer service # or a supervisor, she just kept saying purchase a new flight or submit another e form request.
I asked how long that would take to be addressed. The rep closed the chat session without a resolution because of the 10 minute time limit. This is completely unacceptable for Air Asia to treat their customers in this manner when we’ve paid for their flights and service. The customer service is horrible at best and disastrous at worst.
They don’t offer any practical solutions to help their customers solve any problems and just dismiss any errors that they make.
This company should be boycotted due to their shoddy service.I submitted a new e form request, tweeted Air Asia and Ask Air Asia about the situation and expect no assistance. Their lack of assistance and providing a resolution for their customers is appalling to say the least.
My mom and I checked in this afternoon around 2.30pm at mactan cebu airport for my flight back to manila via flight air asia Z2-766. When we arrived mla we decided to stop over for dinner since we are 1 hour delayed. That is when i noticed our ids are missing, that’s the time i remember that the lady in the check in counter did not return our ids, she only gave me our 2 boarding pass. I have to cancel my trip to Ilocos Norte because i can not drive without my driver’s license. It is a very important trip but because of this lady’s negligence, i can’t go there.
I had booked three tickets from KUL to HAN for 30th August.Booking reference CMWMUE.We had planned a short one day stay in Hanoi before returning back to DOHA. We hold indian passport and from Vietnam official website we had confirmed that we would get visa on arrival in Hanoi. As we were checking in through Airasia flight AK516, it came to us by surprise that they would not let us travel until we had produced with Hanoi tourist visa. Due to this we missed our flight and lost a heap sum of money we paid to buy this ticket. We checked with Malaysian Airlines and they had no issues in boarding indian passport holders to Hanoi without producing visa visa. We lost two days , money and had to eventually change our travel plans. We are looking to get our money back for the rules they imposed without any prior communication.
Regarding your report i.d : BAHMEL16A00573FTX. Air Asia has offered me 200USD instead of Rs. 35000/- INR. This is totally injustice with me. I am not interested in claim and I have requested to customer care as well as Baggage Tracking Center at Kuala Lumpur, Malaysia to simply find my bag. But not body is ready to give me justice from the last one month. My baggage was misplaced on 11.07.2016 and no response ever since. One again I request to your airline to do justice with distraught passengers not harassment.
My case No. CAS-15732803-G4HL72-CRM-0361241 dated 21.07.2016 Booking No. M97TJB from New Delhi (India) to Melbourne city. One baggage is still awaited from the last one month. Neither of my claims has been settled nor baggage has been handed over. From the above it is found that the service of Air Asia is very very poor.
It’s unfortunate to see Airasia performing the budget concept on all its levels with poor quality staff and most disgusting service manner and attitudes towards passengers.
I’ve got in to gate L7 on 2nd August for flight AK892 to DM Bangkok with long queue outside the gate and I excused my self to cross that queue assuming the call is for those passengers with hot seats, then a rude voice with anger tone calling to respect the queue. I looked at that staff and i told him that I thought the call is for hot seats first and I am not crossing the queue for any other reason, furthermore I had to tell that staff not to be polite and not speak to me or anyone with that kind of tone and anger. He then took my passport and again asked me in more rude way “Where is your visa?” again I had to ask him to be polite and not to speak to me with that tone and this time I raised my voice on him to force him to shut up and show some respect to passengers.
Funny thing is that the security police next to him took my passport and started saying speaking about my Jordanian passport in Bahasa. And those 2 security police or whatever they were started inspecting my passport as if I am holding a fake passport, that action from them was so obvious. Not sure if AirAsia Malaysia would even bother to read this feedback rather complaint, but I can tell you that this kind of service is damaging your reputation unless you step in by educating your staff on how to deal with passengers. Most importantly to teach them that passengers using BUDGET airlines doesnt necessarily have to be treated cheap.
I am writing you to express my frustration of the treatment I received by Ais Asia Australia last week when I and my family flew to Bali from Perth.
Due to the cancellation of our flight scheduled on July 24th 8.05pm, the AirAsia staff at Perth airport had rebooked us a flight of the next day, July 25th.
The next day and while we were checking in our baggages on July 25th, we realised that our return tickets from Bali to Perth on July 30 as actually deleted. One of your staff thankfully explained the situation and she promised and reassured us that our flight will be rebooked as previously arranged. She took our printed tickets and advised that she will email AirAsia Indonesia office and rebook our tickets on 30th. To our great surprise, the return flight wasn’t actually booked and only July 25th flight showed up at AirAsia booking system when I called them from Bali. This situation has literally ruined the last two days of our one-week holiday in Bali and caused great stress. We had to constantly call the airlines and stay in contact with Expedia several times a day to follow up, explain the situation, instead of actually enjoying the holiday back and forth phone calls.
Myself & a friend both in our 50’s had a 4 day holiday to Bali that was booked with Expedia.We were catching the 20:05 flight DESNVM and we had finished work for that day so was a very rushed evening.We went online to do our checking in boarding passes the day before to save time. We put on our passport details .dob,name, flight details etc, we only had a holdall & hand bag each to take on the plane . We had our bags scanned, our passports scanned with the little green slip you have to fill in with your passport & flight details on we also purchased magazines in the Perth airport and not once was we asked to show our boarding passes. We was just about to board the plane to be asked where our boarding passes were. We showed the lady what we thought were boarding passes that we got from the Air Asia website then to be told they are not the boarding passes and you can not get on the plane. I said can’t we run & get one or can you get someone to get one for us she said no, the plane can’t wait. The supervisor was not very helpful at all, in fact he was quite rude not once did he say he was sorry this has happened. I actually thought he found it quite amusing. We were being escorted from the airport like criminals by one of the supervisor’s colleagues and she said this did happen to another man the day before that went on the same web site thinking he was doing his boarding pass online like us. What if this happens to a family with young children & how many other people has this happened to by using this stupid website? It needs to be deleted now. I think myself & my friend deserve an explanation with a refund at least . As for Perth airport I discussed about how we were treated and your staff need to learn some people skills.
I am writing to express my disappointment with regards to my experience travelling on AirAsia. I was travelling from Manila to Cebu yesterday July 25,2016 on flight no Z2 767. Departed from Manila 18.15. I lost my luggage upon arrival in Cebu. They Confirmed that the luggage was still in Manila. They promised to send it to my house on the next day. But later when called to their office to follow up my luggage, they said it is there in their custody but since they are busy cannot deliver. Very poor communication. The staff was rude and unprofessional. It was firstly their mistake that my luggage went missing, now I should bear this behavior too.
I was unable to find another way to contact you online after spending over half an hour on your web site. Why was I on your web site for over half an hour you might ask? Well, it was because I was trying to find the policy about changing flights which states that it cannot be done within 48 hours of the flight.
My story begins when I first booked my flight from Manila to Tagbilaran. I’m in the Philippines volunteering for 6 months and four months into my term, I finally had a week to get away and see other parts of the country. As a volunteer, I have a limited budget, so I chose Air Asia because it had a reasonable fare. However, when I went through the process of booking, I kept having all these extra charges applied to my fare. After backtracking twice to see what I’d done wrong, I realized that I had to uncheck all the extra fees for insurance, checked bags, etc. The process of booking took a long time and I have limited access to internet where I’m working, so when I finally printed my ticket and noticed that on the return journey I had accidentally missed unchecking the checked baggage box and been charged, I figured I’d sort it out at the Air Asia counter when I checked in for my flight. No such luck. According to the girl at check in, there are no refunds. Strike 1 for Air Asia!
When it was time to board the plane it was raining and Air Asia kindly provided us with umbrellas, which I thought was very classy. The flight left late and we sat on the runway for almost an hour, but otherwise the flight was uneventful and I was quite content.
Unfortunately, while in Bohol, I was involved in a motorbike accident on July 11. I suffered from major cuts and abrasions to my left arm from shoulder to wrist, deep bruising to my left hip and a dislocated left thumb which could not be corrected without surgery due to a torn ulnar collateral ligament of the thumb’s metacarpophalangeal joint requiring me to return to Manila. I had a return flight booked for the 14th, but I was in significant pain, so I tried to change my flight to return earlier. I had good internet access at my hotel, but I could not figure out how to change the flight through the Manage My Booking portal. After trying repeatedly, I ended up signing up for the Air Asia Big Loyalty Program, thinking that might be necessary. That too proved problematic as I couldn’t sign up through Facebook and I had to re-enter the information manually several times before successfully joining and then I still couldn’t do anything through Manage My Booking except select a seat. I finally gave up and decided to just go the airport. Strike 2 for Air Asia!
On July 13th I arrived at the airport and was spotted by a female Air Asia employee who immediately came over to help me and expressed concern for my injuries. She directed me to the line in front of Jeffrey Reyes. I gave him the print out of my ticket for the 14th and asked if I could change it to the flight that morning. He handed it back and said “48 hours”. I said, “Pardon me” and he said, “48 hours”. I let him know that I didn’t understand and he impatiently explained, I couldn’t make a change because it was not outside 48 hours. I told him that I had reviewed my on-line booking and my print out and it didn’t say anything about 48 hours on either. I also told him that I had tried to make the change on-line and was not able to do so, but neither was I informed by the site that it couldn’t be done because of the 48 hour requirement. He referred me to his Manager, Rito who was equally as rude and dismissive. I finally said, I would simply pay for a new ticket. Mr. Rito wandered off and Mr. Reyes began working on something at his desk.
I assumed he was getting me a ticket. After 10 minutes, while I stood in a great deal of pain and discomfort, he handed me a slip of paper with the Air Asia Customer Service phone number on it. I couldn’t believe it. I asked him if he had really spent the last 10 minutes just writing that down. One of the baggage handlers was looking at me with some concern and I asked him if I could use the chair he had and he rushed over to bring it to me. I had not cried since the accident, but I began to get teary and asked Mr. Reyes why he hadn’t just issued me a ticket when I really just wanted to get back to Manila and I had said I would pay. Strike 3 for Air Asia!
Mr. Guiritan came back over and showed me a piece of paper with 7,705.60 on it. He said that would be the price of my one-way ticket. At that point, I just agreed and waited for a ticket to be processed. It took another 25 minutes partially because I was required to fill out an indemnity form to protect the airline from any legal action on my part since I was travelling with injuries. I found this especially interesting, since neither Mr. Reyes nor Mr. Guiritan had in any way acknowledged my condition. When I was finally issued the ticket, I was told again that I could contact Customer Service to see about a refund on my original ticket.
I have now had surgery on my thumb and been released from the hospital after four days of IV antibiotics. I have gone all through the Air Asia web site and finally found the 48 hour policy tucked away in Article 5.3 of the Terms of Conditions for Z2 flights. Not on the flight confirmation, not on the printed itinerary, not in the “friendly reminders”, but in a lengthy document tucked away several layers down in your web site.
While I would certainly like to receive some kind of refund for my ticket, it is more the discourtesy and basic lack of human decency displayed by your staff in Tagbilaran that I am complaining about. I would also argue that your policy should be clearly stated on printed tickets and on-line confirmations or, at the very least, in the ‘Manage My Booking’ portal.
In general, I have found Filipinos to be among the kindest and most helpful people I’ve ever met. I cannot understand why Air Asia would choose to hire, and promote, people who are so clearly lacking in basic customer service skills.
We booked a flight with Air Asia in January as part of our holiday in September this year. On May 3, Air Asia advised the flight has been cancelled completely and we could apply for a refund. This we did immediately need only to be told our refund had been deemed invalid. I have spent hours trying to contact them on Live Chat and have been disconnected as soon as I ask for an explanation. I have names and dates of all Air Asia online representatives who disconnected me. In the meantime however we have had to incur significant additional expense in rebooking flights with an alternative airline.
I received acknowledgment of my complaint on the 21st June 2016 with a case # CAS-15379165-DO9835
With this acknowledgement came the promise that you would return to me in 14 days with a resolution.
It has now been 17 days and no contact has been made with me.
I have travelled by air asia today from vizag to delhi. We booked tickets before and we were traveling with family. While boarding we got seats differently though we requested them to put us together. Now for putting us together, they demanded we pay Rs 1000..it was bargained and brought down to Rs 400. Strange! Such deceptive services and hidden rules made our travel unpleasant.
I have now made weeks of contact to renew flights to home from bali due to the route being cancelled. I have put in numerous e-forms and still no response to be put on new flights. All it takes is an email to respond and I have had no outcome which is not very professional for such a well know airline. Poor customer service.
1h30 delay on the way + 3h delay on the return flight: that is how Air Asia ruined my weekend and prolonged my fasting for 2 additional hours.
I will definitely avoid this company and advice my friends and family to do the same
I travelled by Air Asia on June 12 Bali to Kochi at 2. 25 PM from Bali International Airport. When I came for check in counter one Indonesian guy – Air Asia staff told me I have total 41 kg and I am allowed only 30 + 7 cabin bag and I have excess baggage 4 kg. But I told him I don’t have large cabin bag and I have only small back pack I can’t put this much things in my bag and I don’t want to buy anything from Airport, so please allow me to go in……Then he said No you can’t go like this.. Then I try to put things in my back pack but unfortunately I could put only 4 kg. Then he ask me to pay 2.7 Million Indonesian rupiah (USD 200) for Just 7 Kg… I book ticket two way only 5.6 Million Rupiah !!!!! That means I have to pay one way amount of 2.7 Million just for 7kg…In the last minute I had no choice.. I paid….
This is called Cruelty to helpless passenger!!! I didn’t see any mercy in his eyes.. Even he didn’t smile at all time.. he is enjoying killing passenger mentally..Let him take my hard worked money … I don’t care and I don’t mind. May be you guys will say this is company rule..No Never… Because I saw so many people just go inside flight with more than 15kg cabin bag, I saw so many people buy too much things from Airport more than 15 kg and just put in cabin…I made a mistake. I didn’t bring large cabin bag.. If the flight was fully booked ok, I can understand.. But flight was half empty !!! Thank you so much for giving me a situation like this to remember through my entire life. Take care of your staff and train them, so they know how to take care of fliers. At least to be a little understanding.
Your recent flight was delayed 3 to 4 hours. The luggage handling is very poor.
I flew Delhi to Bangalore on 24th May 2016 by flight No.I5 725 and booked the luggage
in cargo. The item was received at the Bangalore Airport with lock broken and missing clothes and cash of Rs 5,000.
I have given a complaint in your Banglore airport office but no response till today.
I have previously sent the forms to obtain my claim numerous time and this is really testing my patience. My flight XT 554 from Bali to KLIA2 on 29th April 2016 was delayed for 5 hours due to operational problem which is absolutely ridiculous by the way,
Your customer care also asked me to request a letter from your airline confirming the length of delay from the actual departure time and reason for the delay. I have requested this letter via Air Asia Contact Channel, however as expected until now my request has not been entertained. Pardon me for being sarcastic but i am forced to do so due to your act of negligence and terrible service.
I had traveled on 24 May 16 on FD 138 from Bengaluru to Bangkok (Don Muang). I had booked a Premium flex ticket for the same and had got a Hot seat as privileged but food was not served to me. When enquired the same with onboard staff they told the food is not loaded and shown as per their record. When I requested that I would like to complaint, a feedback form was given which was duly filled and submitted to staff En number 7AA 2342. So far no response received.
Today 27 May 16, I had called up call center at Bangkok and informed on this matter and the response was so poor that they asked me call up call center at Bengaluru, which I refused and when enquired on the feedback form I provided to air hostess, they told me its only a paper and If I need a response I will have to register on eform. I hope appropriate leaders in Air Asia would review this case and address the issue with better responsibility and ownership for the failure to provide privileges as mentioned in Premium Flex advantages.
Not a very good experience recently travelling on AirAsia. The food was bad and the service was not to the mark. I doubt if I would use the airline again. But still here is two stars for the cheap fares.