AirAsia Customer Service
Rated 1.29 of 5 Stars
Based on 14 Complaints

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    A+

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Top AirAsia Complaints

Browse more than 14 reviews submitted so far

20

me and my husband chose airasia to fly to kl because its timing suit his schedule. and i had to compromise just to fly with him. at the counter we requested nicely to sit together, the guy said we cannot sit together. i asked why and the guy smirked and said because is a cheap airline, you dont get to chose. this answer is extremely disturbing and disgusting!

20

I booked a flight from Singapore to Denpasar, Bali and authorized a charge of 94 SGD, Booking# WPKTSS. The charge on my credit card was 104 SGD and the invoice attached to my booking receipt included a 10 SGD service fee which I did not authorize. I know 10 SGD is a pretty small amount of money, I just abhor anyone or company which lies, cheats, misrepresents or in any way tries to stick it up my or other's arse! I had an alternate plan for travel which I would have used if I had known about the service charge. I have since demanded cancellation of the booking andd a full refund to my credit card. AirAsia can FO&DD, I will never use them again.

20

I am a client of AirAsia company. Firstly, I would like to complain about rude, impolite and inappropriate attitude I was given when I called to an AirAsia branch in China to ask few questions about my issue. The operator talked to me in a rude way and didnt let me contact the manager. Secondly, I faced a problem which didn't seem to be a big deal but it became one. When I was booking a ticket for my sisterfrom Colombo to Guanzghou, I am sure I wrote down her name in the ticket, as I put her personal information (like the date of birth). Since I was doing it from my account, I believe that there could be some system problem because when I finished purchasing the ticket, I noticed that the passenger's name was changed to mine. I called operators in China hundreds of times and none of them couldn't help me to change my name to my sister's name out of ridiculous excuses. This is the worst experience that could have happened to me because I have spent a big amount of money to buy that ticket and it's not even refundable. I will never ever suggest Air Asia airlines to anyone, as it's the worst company with the poorest service and unfriendly and rude staff.

20

I already submitted my case under 08164520 . I was surprised to find out that the seat which I booked on line on August 14, 2018 was not reserved for me and my family members . Instead we were assigned to seats which are scattered . It was a horible to find out that booked seats had been changed . I paid for selected hot seats on Aug 14 under reservation no AZIIWR . This is not the only misery I faced . I tried to change to normal seats in order to put my family members closer and together BUT was denied by system with the message of System Error and unable to proceed. What had gone wrong in Airasia on line booking . Can it be trusted or reliable ?

20

Dear Sirs/ Madam,
I am writing you about the flight that I have missed due to your Air Asia flight arriving late in KL from Denpasar last November 30th. I have traveled for one month in Egypt therefore I can only file this letter after my return home which is now.
- My flight QZ 556 from Denpasar to KL arrived late. I did not have enough time although through rapid custom check in and getting my baggage and transfer to another terminal it left me 35 mnts to check in.
--- KL to Kochi, Malindo, OD 231.
--- Kochi to Kuwait KU 358, and Kuwait to Cairo KU 541.

- I had to stay over and stranded at KL airport for 26 hrs and get a new ticket. I have lost in total of usd 708,80 ( rp. 7.699.598 or usd 531,- for ticket to Cairo; and RM 316,55 or usd 76,30 for meals, luggage storing and airport capsule hotel; and my one night loss at Novotel Cairo usd 101,50. all invoice attached).

- Not only that but after I missed my flight I went back to Air Asia terminal just to find that your customer service has no compassion at all and did not show any help but sent me back to Malindo in the other terminal, I was back and forth terminal 3 times and spent many hrs until I could rest way after mid night at airport capsule hotel.

- I am therefore filing a claim to Air Asia for my financial loss. My case number 07204273 from Air Asia was emailed back to me on November 31st, and until the time I write this message I have not received any further news from Air Asia and this shows how your customer service’s quality. I hope to not to write any complaint or bad review in tripadvisor about this matter.

- I look forward to hear from you at your most immediate respond,

Truly, Tjen Thian Yen aka Jane Chen

20

Further to my earlier complaint for claim for reimbursement, I would like to submit my revised claim amount as under for the following flights:
1) AirAsia (I5-774) GOI -- DEL 2) Jet Airways (9W-893) DEL--BHO 3) Air India (A1-632) (BHO--BOM)
4) Go Air ( G8-575) BOM-- GOI 5) Vistara ( DEL--GOI)
and the total amount being Rs. 26,304 ( Rupees twenty six thousand three hundred and four)

AirAsia PNR no. TW7UMY is for ready reference. Kindly take note the same.

Regrads
Mita Kedar Naik

20

On 31.10.2018 I was to travel to Bhopal M.P to attend the funeral of my close friend and return to Goa on 01.11.18. Unfortunately, your flight no.
15-774 from Goa to Delhi was initially delayed and subsequently cancelled. As a result I missed the connecting flight from Delhi to Bhopal and hence at to cancel onward and return journey as otherwise I would have missed the funeral time. For ready reference the PNR No. is TW7UWY.

Consequently, I incurred a loss of Rs. 10,800 (Rupees Ten thousand eight hundred) by way cancellation and Rs. 7,489 (Rupees Seven thousand four hundred and eighty nine) by way of fresh return journey booking from Delhi to Goa.

I have incurred the above loss because of your deficiency in service which is covered by CONSUMER PROTECTION ACT. I , therefore, exercise my right under the Act and demand reimbursement of Rs. 18,289 (Rupees Eighteen thousand two hundred and eighty nine) and compensation of Rs. 5 lakhs (Rupees Five Lakhs) for mental stress and strain.

Hope you will respond positively.

regards
Mita Kedar Naik

20

Regarding the missing bag.
Bag not arrived with me from Manila to KLIA2 on Oct 22, 2018.
Immediately made report on Oct 22, upon arrival at AirAsia claim office in KLIA2.
Flight no: AK 585, report ID : BAHKUL18A05924

Now is already Oct 25th, but very unclear information on what was happening and done form AirAsia site.
I have contacted +60387785495, everyday and yet not much progress.

Should you team take serious action for this kind of case??
I have my working items and gears in the bag, it really creates unnecessary problem for me.

Please help to improve and proceed with the recovery of the bag.
What can you do from management team to improve work done by your Mohd Rashid and his team at KLIA2?
It was help by Salmah and Syazman to replay to my call and email, but yet no bag arrived.

Appreciate your attention.
M.Shukri Adnan
0122686649 / 0123201417

20

need to refund my ticket but no one is picking phone and system is showing error, please advice the source or email where I can refund my ticket????????

20

On the 08/02/2018 I had a flight FD3350 from Bangkok (Don Mueang) to Udon Thani @ 1715 on Booking # : UW6TKW.
Due to heavy traffic from Suvarnabhumi airport I was late for my flight. I knew that there was another flight FD3356 @ 1950, so I went to the Air Asia sales counter to change my flight.
I was told by the assistant that the FD3356 flight was full and I could either standby for a fee of 3000 baht or catch the 0900 morning flight.
As my family were waiting for me to arrive back from Australia I chose to standby and then was immediately given a boarding pass for the FD3356 flight after paying the standby fee + change of flight fee + airport tax once again (payment slips attached).
After boarding I seen that the flight was not full and a lot of seats were available, as you can see by the attached photos.
I do not agree with paying the standby fee as the assistant could have given me a ticket for the FD3356 flight without the standby fee.
I feel that I was not treated fairly and request a refund for the additional charge.
I live in Udon and use Air Asia frequently and have Big Loyalty membership (#8590120190)
Your prompt reply would be appreciated.
Regards,
Brian Dick.

20

On the 08/02/2018 I had a flight FD3350 from Bangkok (Don Mueang) to Udon Thani @ 1715 on Booking # : UW6TKW.
Due to heavy traffic from Suvarnabhumi airport I was late for my flight. I knew that there was another flight FD3356 @ 1950, so I went to the Air Asia sales counter to change my flight.
I was told by the assistant that the FD3356 flight was full and I could either standby for a fee of 3000 baht or catch the 0900 morning flight.
As my family were waiting for me to arrive back from Australia I chose to standby and then was immediately given a boarding pass for the FD3356 flight after paying the standby fee + change of flight fee + airport tax once again.
After boarding I seen that the flight was not full and a lot of seats were available.
I do not agree with paying the standby fee as the assistant could have given me a ticket for the FD3356 flight without the standby fee.
I feel that I was not treated fairly and request a refund for the additional charge.
I live in Udon and use Air Asia frequently and have Big Loyalty membership (#8590120190)
Your prompt reply would be appreciated.
Regards,
Brian Dick.

40

Not only was the AirAsia plane cancelled at short notice no provisions were made to accommodate the client. Communication to the client was non existent and I had to find my way to the final boarding Playford. I find AirAsia services unacceptable and with no integrity! I will not fly ever again or recommend your company to anyone.

60

Always had a great experience, do not mind flying AirAsia. Customer service number answers when I have problems with my flights or questions.

40

Had to cancel my Air Asia flight because a military restriction to the country of Indonesia do to terrorist bombings in the country. Contacted Air Asia several times and they are refusing to refund my tickets.

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