The chief crew of the flight my fsmily and I took, Sharifah Shaheera made a false report. My family and I did not get the Extra Seat Option (ESO) which we purchased from Option Town. The seats assigned on the boarding pass are single standard seats. When I queried about it, Sharifah Shaheera apologised for the mistake and said that a refund will be made on the matter. After landing, when I lodged a report on the matter, my request was rejected. Sharifah Shaheera denied the mistake and no refund on the ESO was made. Please dont purchase from Option Town as they are afflilated to Air Asia and both have cheated me. Thanks

The WORST ever customer service i ever faced. Having a duplicate booking by the system and submitted an query via eForm of airasia. They replied saying confirm on duplicate booking and processing my refund.

After a month, the refund wasnt done. I check bank, bank replied impossible for them to trace anything which is still floating or pending which is logical. I turn to airasia asking for the status and information. AirAsia replied is approved and submitted since 3 weeks ago. Since this is submitted 3 weeks ago, i proceed to ask for more detail about the refund. One of the customer service officer told me something wrong with my refund which I didnt include any bank information on my query.

I was shock, how on earth are you going to refund if there isnt any bank information. Follow up again at live chat airasia provided which is extremely long queue and waiting time, I was told my refund is processed, being process, still under investigation. What the hell i was thinking. Each and every officer told me a different story.

If there is anything wrong with my query shouldn't you straight was alert the customer, instead of process and treat it as invalid item fight?

I has been a week with airasia customer service on live chat but still nothing new to update. All the customer service agent was robot alike, replied with some copy and pasted information. Finally what they could tell me to do is wait for few days again for the last case to be processed. Or wait till the due date with a 30 working days if the refund still undone. Sent in another eForm to complaint again. I wonder how many 30 working days i need to wait again.

Brilliant!! Superb service! Speechless !

Anyone who is trying to take AirAsia out there, please be careful. Make sure you booking wasn't having issue, else you will be stucked and seems like there isnt anywhere out from it.

Case Number: HXV9RQNXKX

I amended ticket and double paid amendment fee RM344.00 for my friend's flight on route AK168 KL-NN 05-Jan2017 and AK169 11-Jan2017 NN-KL

my friend (passanger) name: Chan, Boon Hing

I have submitted e-forms on 5 attempts and the responses were:

1st attempt - submit e-form, received email from AA office acknowledging receipt of my e-form and ask to wait, so i waited for 3 months, no respond. contacted live chat, they ask me to re-submit.

2nd attempt - resubmit e-form, didn't receive any acknowledgement email. but i waited for another 2 months, when there was no response, i contacted live chat again and was told my e-form was not receive! ask me to re-submit another e-form!!!

3rd attempt - i went to ask the customer service officer at KLIA2 while I'm travelling, again they can't help but ask me to submit e-form

4th attempt - submit e-form again, after few weeks i check my claim, still nothing came through.

5th attempt - on my next travel, I went to seek help from customer service at KLIA2 again, they ask to write in to complain!!


***** PLEASE.... CAN SOMEONE HELP ME UP HERE
***** this has been dragging for the last SEVEN (7) months!!!!

........... I want my money BACK !!!

Case Number: HXV9RQNXKX

I amended ticket and double paid amendment fee RM344.00 for my friend's flight on route AK168 KL-NN 05-Jan2017 and AK169 11-Jan2017 NN-KL

my friend (passanger) name: Chan, Boon Hing

I have submitted e-forms on 5 attempts and the responses were:

1st attempt - submit e-form, received email from AA office acknowledging receipt of my e-form and ask to wait, so i waited for 3 months, no respond. contacted live chat, they ask me to re-submit.

2nd attempt - resubmit e-form, didn't receive any acknowledgement email. but i waited for another 2 months, when there was no response, i contacted live chat again and was told my e-form was not receive! ask me to re-submit another e-form!!!

3rd attempt - i went to ask the customer service officer at KLIA2 while I'm travelling, again they can't help but ask me to submit e-form

4th attempt - submit e-form again, after few weeks i check my claim, still nothing came through.

5th attempt - on my next travel, I went to seek help from customer service at KLIA2 again, they ask to write in to complain!!


***** PLEASE.... CAN SOMEONE HELP ME UP HERE
***** this has been dragging for the last SEVEN (7) months!!!!

........... I want my money BACK !!!

my father name shanmuge sundram pillay and today on 1 march 2017 at 1pm at counter u8 the person incharge name nur zahwa really rude and unprofessional treated me and my father during check in

my father name shanmuge sundram pillay and today on 1 march 2017 at 1pm at counter u8 the person incharge name nur zahwa really rude and unprofessional treated me and my father during check in

Basically, air asia didnt post or note or remark etc anything about there is a need for a visa to fly to cochin on the boarding pass nor while booking the tix.
suddenly, at the gate, she(one of the air asia's) denied my boarding pass just because i dont have any visa when i was only transit for 2hours and without need to claim any baggage.

the solution that she gave was go to the upstairs to ask for it. u-huh, after hours waiting to board and that was the only solution from them.

and then the second time i did went to them again, to reconfirm it, there was a bald man said the same thing and said, 'you are going to abu dhabi right?(when i didnt even mention it in the first place and seems like he knew)so you need to go through indian immigration in order to claim your boarding pass in other counter.'

so he literally told me to go back and said to the immigration 'say that you missed your flight.'

thats very polite way to say to your customer. very 'problem solver' people from the air asia people.

the bald man not even stand while talked to me, not even looked at my face while talking to me. very 'polite' air asia man.

the date that i was supposed to fly was on 22nd february 2017 at 6am.

yeah that would be my last deal with the air asia for sure. so thats why they have cheap tix because seem very 'cheap' while dealing with customer as well. thank you very much air asia.

my suggestion is, air asia MUST upgrade their system to INFORM the customer about the requirement of visa in a certain place in the first.

DONT just DENIED people at the GATE while the people expect to board on the plane.

btw, dont india has transit visa counter there for the people who dont have visa??im sure they have their own emergency methods. hmmm.

God bless. may your company success while keeping those kind of staffs.

I have a flight out from Melbourne on the 18 October 2016, 01.10 hrs, D7 213 (Appendix 1). On arrival at the Melbourne Airport, app. 11.30pm I was told that my name was not on the list for the stated flight. I was then rudely referred to one Mr. Phil at another counter. In a conversation lasting from 11.40pm to 12.10am, Phil (White) was rude, intransigent & had a kind of attitude. He kept on saying that he could not find my booking & I was loud & aggressive. I asked Phil to be careful on his usage of words. Not a response. In the end, Phil told me that he has a right for not putting me on a flight which he did & placed me on the same flight, at 1.10 am but in the following day, 19 October 2016.
I have used various airlines including Air Asia on a few occasions in Australia. Most airport staff including White Australians are friendly & co-operatives except for the stated person. From observation, I found that he was reasonable & courteous attending to another person (White). From this observation, he has selective behavior. Also from observation I think he is probably unhappy over things, unaware of what hospitality is about, of low esteem & probably having lower pay. I base this assumption on character & the working characterization of the job. I have lived & worked in Australia for a long period of time & while on many cases people in Australia go about their lives & works but it is also a country with a high degree of bigots, ‘I am in charge tendency’, which is a fact & historical. Thus, this brings to the question why employ these low lives & get your company into disrepute.
Due to this incident I have to take a flight the next day from Melbourne to KL., and as I have so much memory of this incident I decided to forgo my ticket from KL to Macau & instead purchased a ticket from another Airline to fly me to Hong Kong.
Frankly I only take Air Asia when I have no other choice & with this incident would I change my flight preference?

I have a complaint to make dealing with my baggage handling with AIR ASIA flight from Kuala Lumpur to Palembang February 22, 2017. My flight is AK 453. I didn't get one of my bag. I have made a report PIR no is 026195 and my baggage no is 0807013441. Please track my baggage. The color is maroon and it has my name on it "ALFAROBI" please email me at the contact person [email protected]

airasia customer care executive intentionally not allowed to boarding to my flight 15-1982 banglore to guwahati by standing on queue for boarding to day 01.02.2017 due to little bit discussion /argument on asking me for taking boarding pass self check-in,i refused to take self check-in boarding pass due to i am in queue,she sent me twice for taking self check-in boarding pass mean while time reached to 7.21 ,than simply answered boarding was closed even though i arrived at counter at 7.05,and rashly replied i wont allow now,time is over and boarding is closed,thus i faced a lot of difficulty and my trip was cancelled,kindly take necessary action on miss lisha,customer care executive and avoid legal complexity I want full refund and defamation charges rs. one lakh other wise i would approach consumer court and don't compel me to report the issue to civil aviation ministry and no higher officials of air asia are not available at that time to report,this is irresponsible and recklessness and carelessness behaviour with customers which causes financial loss and mental agony,I am travelling with a kid,which is great impact my family my booking ID is BET13115447640 and PNR PD92NL,hence resolve the issue at an early date please

Dear Sir/Madam,
My disappointment over the service provided by Airasia for customer is not value because they are only thinking how to palatalized the costumer for every mistake we do ..
On the 27th January 2017. Flight MO QL5IJN from Penang to Kuala Lumpur suppose to Departure from 1105hrs .The flight was delay and departure at Penang at 1140hrs and arrival at almost at 1245hrs at KLIA 2., The delay done more then 45 minutes .
My boarding time was 1240hrs .By the time I took my bag and came to the main check in counter was almost 1330hrs.
When I approach the Airsia customer service they didn’t give me any help to look my problem seriously because I have a connection flight to Seam Reap Booking NO:XIC7XZ by AK:540 on the 27th January time departure :1.20pm.(1320hrs).My hotel booking NO:
For my last chance is to take my baggage's but was stop by the Airasia ground personal because my bag is oversize .Finally please him , so the airasia personal finally let me to with by bag for check in and pass immigration and by the time I reach there was almost time was 1330hrs...
When the flight is delayed the Airasia can always check who is on board for next flight connection .They can immediately advice me or any passenger upon arrival they can go immediately by international check IN short cut and divert for shorter time .Maybe I have to missed my main bag but still i have my hand carry bag. but still I can catch the flight.
I have no regrets to missed my flight but due to the delay of the Air Asia flight from Penang has cause my whole holidays program scratch to Zero.
What was the worse part was in here that I have also book my holiday packages from AirAsiaGo.com on line for hotel for 3 nights and 4 days in Seam Reap.
For AirAsia they have terms and condition to lock the passenger with condition.Maybe AirAsia win on this situation.There are many passenger who made complaints and for refund but all was not look seriously because the condition is favor to the Airline and not the passenger.
This the Malaysian Law who is not protecting the passenger rather giving the maximum benefit to the Airlines Companies to make more profit.
I lost RM2500 for my flight and my hotel booking due to the negligent of the Captain of the crew members of AirAsia for not giving proper guide line if any delay happen on the flight.If Air Asia delay no penalize but we delay 1 minutes on boarding or gate closed ! NO compromises .Because their intention is not to help passenger but to penalize the passenger in any mistake we do.
This is my last flight in Airasia and please beware that they are not giving the best to customer service rather to lock people in difficulties when a person missed the flight due to their negligent.
I am not interested with this claim because finally they will accuse with all the terms and conditions. For the AirAsia the formula work like this ! Always the the The AirAsia wins the profit and passenger lose ! Because cheap flight cause the Hell to the passenger in AirAsia..
Finally the conclusion is simple ! Not the cheapest is the best but the Service Given by the Airline should be the best. Now we want the service not the cheapest .Since I am royal to Airasia because many journey I choose them but now for good in future I change my Airline for good and will never ever travel the World Best Low Cost Carrier to be the Worse Airline Carrier in the world !.
The main reason I putting the complaint is to take care the welfare of other passenger in future and beware !.

I was going to increase baggage online from 20kg to 40kg one way, but changed my mind because it is TOO EXPENSIVE to add on AFTER the flight has been booked and logged out.

I logged into Manage my Booking area today to change my return flight and there was a payment amount of $113USD due.

I tried to decrease the luggage back to 20kg but this is not an option

I contacted online chat who said it has already been processed and I have to pay. So I say what if I turn up at the airport and won't pay - the answer - I can't check in!!!

What??????

I cannot afford this and I feel like I have been deceived!

I returned from Sydney on 31st Dec, 2016. Upon arrival at KLIA2, I found my luggage was broken beyond repair and use. I made a report immediately at PIL/CBT , Report ID CBTKUL16A10734X. I was told by the officer to made a report true https://eform.airasia.com/
for insurance claims, so on 1st Jan, 2017 I submit the form and the Report No: CAS-17442158-FHCL60, until today i stii waiting and expect an explanation & action on this matter.

Thanks

My traveling post poned due to mother passed away.air asia give points back.now i cant redem the points gor booking new ticket.can u help yo setel this

Point cant redam for booking new ticket







Pls help

About Cabin crew: Ms.Abha
flight: Air Asia I5 775
booking id KIU36D
Date 18 Nov,2016
boarding time 11:35am

We five people were travelling from delhi to goa. While I was feeling dehydrated onboard, I asked her who was in my reach for a glass of water to which she refused. I thought it was because she was busy with her distribution work and serving other co passengers. After i could not bear the headache and soar throat I rose from my seat reached out to her and pleaded her to please allow he me have a glass of water to which she ignored I again requested and with rude and arrogant gesture she hands me a small glass of water and asked me to buy a water bottle. to this i acceded but now she refuses to that request also because she can only serve me when she brings the catering trolley nearby my seat, no matter even if i die out of thirst. Now a co passengers who were sitting in front of me requests for a glass of water now she comes to serve them while i was already in a trauma i lifted a glass from the tray and drank it all and guess what she scolded me and humiliated in front of everyone "apne aise kaise glass le liya jab jab turn aye to water bottle purchase kar lena ya 100 glass water k le lena de dungi". I was astounded the way she said that, i was taken aback, I explained her that i am going through dehydration headache and crunches to that she was so cold that she literally made a face and ignored. I felt so ashamed like what have i done to her, if someone aboard is sick are they not there to assist them or help them. Spoiled all my fun of vacation.I returned to delhi yesterday with an Indigo flight and felt how untrained, ill mannered, insensitive and uncivilised the air Asia crew is. Request you to please train your staff especially how to deal with a person who has some medical issues. They are not there just to wear make up and to faunt but they are there because they have to assist people in case of any emergency. I wonder If someone had gone through a heart attack the crew was so novie that It could have proven fatal. after that my friends asked the other crew member for juices and ice tea for me, though i was feeling so humiliated that I did not want to have it at all but still on their request i drank it. I want a CAPA plan against the crew member. I want to have the documents if she is trained at all if she is. Otherwise I will file a case in consumer court.

I have applied for refund for my second flight KHC5WJ through e-form but got an automatic reply that the refund had not gone through
---------- Forwarded message ----------
From: CRM <[email protected]>
Date: Fri, Oct 7, 2016 at 10:31 PM
Subject: Duplicate Booking Claim CAS-16575028-C47H4R CRM:0001891
To: shamima Boodhoo Saroar <[email protected]>

Dear CAS-16575028-C47H4R,

RE: Booking No. KHC5WJ
Case Number: CAS-16575028-C47H4R.
We have reviewed your initial request for the above. We regret that we are unable to process your requests at this time due to one of the following reasons:
- All bookings are not identical. Kindly note that (Guest(s) Name, Number of Guest(s) and Destination(s) must be the same); and/or
- All or one of guests on these bookings have boarded; and/or
- Modifications were made to the booking, which include flight date or time change.
- The first booking number has been submitted instead of the 2nd booking number.
If you wish to resubmit, click here https://eform.airasia.com/ and ensure you enter all the correct details or if you require more information, please select the Case Category as 'Customer Request' for further assistance.
Kind Regards,
Customer Care
AirAsia / AirAsia X
Note: This is an auto-generated email. Please do not reply to this email thread.

Subsequently, I filled another e-form submitting the first booking number and I got this email stating that:
------ Forwarded message ----------
From: CRM <[email protected]>
Date: Sun, Oct 9, 2016 at 12:06 AM
Subject: Duplicate Refund Request CAS-16583677-0XF08Q CRM:0001155
To: shamima Boodhoo Saroar <[email protected]>
Dear shamima boodhoo saroar,
RE: Booking No. : KY47VB
CASE NUMBER : CAS-16583677-0XF08Q.

We have reviewed your request and wish to inform you that you had already submitted for a refund. Please wait while we process your initial request.
Kind Regards,
Customer Care
AirAsia / AirAsia X
------------------------
According to my refund status on my airasia account, the status is marked closed and under resolution it is written invalid. Since then I have tried at several times to contact air asia call centre and someone has advised me to wait for at least ten days. It is now almost 20 days since I filed the e-form and did not receive any response yet. In this respect, under the guidance of one agent from the call centre through a phone call which I received today I am applying for a complaint.
I also wish to point out that my first booking ( number KY47VB) was done with my personal credit card while the second one KHC5WJ was done through an agent (city travel) . I have already contacted city travel and they would reimburse me in case the refund is credited into their account.
According to your policy I am totally eligible for a refund and I therefore look forward for the refund as soon as possible before I travel.
Thank you for looking into this matter urgently.

To whom it may concern,

I am utterly disappointed by the decision on the request I have made on 28th September 2016. Obviously the person who decided to decline my request did not seriously look into my unforeseen circumstances that I explained in my E-form.

I still want to thank En Kairul, of his help and assistance when I experienced the shocking denied boarding on the night of 19th September 2016, even though I was extremely disappointed by the person who rejected my request by sitting behind the computer. "Thank you" for his/her explanation by cut and pasted from the terms and conditions, I totally understand it because I am not the first time customer with Air Asia.

I was hoping that you would consider my credit shell request on the case by case basis instead of disappointing me by wasting my unused RM2035.00 air fare. I hope you understand the amount that I have wasted because of the unlucky situation is actually can be used in a more positive way. I did not insist on money back, I just want to make use of the air fare so that I can go to other country.

pissed off by Air Asia slow customer service, the online chat is hopeless.

From an unsatisfied Air Asia passenger
Case Ref # CAS 16476920-JHDSTP
BOOKING # RY79TB

I returned from Gold Coast on 15/10/16 flt no. D7207. My luggage bag handle was broken beyond repair and use. I made report a PIL/CBT on the 16/10/16 at the KLIA2 upon receiving my baggage. Iwas informed by the staff that AirAsia shall response to me within a week. Thus I expect and explanation on this matter. My report ID:CBTKUL16A07892.
My email add: [email protected]

I returned from Gold Coast on 15/10/16. Upon arrival at KLIA2, I found my luggage handle was broken beyond repair and use. I made a report immediately at PIL/CBT
Report ID CBTKUL 16A07892. I expect an explanation & action on this matter.
Thanks

One of the stuff of Airasia ( Amerul ) whose work at the baggage check in counter at penang airport on early 5.30am, serving customer with very bad attitude. When I'm reach to the counter to do my baggage check in, he is approaching me and ask do I going to KL. I'm reply yes, then he just told me to do baggage check in through machine provided. After I'm done it, he's speak very rude and stared at me why not told him earlier coz I'm doing the transit at KL to Bali Island. Keep blaming me with his bad looking mood face and words in front of people.... very very disappointed with his attitude, he's damaged my holiday mood with my family...

CAS1655426-Z1YR22...
RESPOND FROM AIRASIA THRU THEIR EFORM ...IS AS GOOD AS TALKING TO A WALL..THEIR RESPOND ARE AUTOMATED...AS GOOD AS TALKING TO A MACHINE. THEY ARE NOT RESPONSIBLE AND GO TO HELL WITH THE COMPLAINTS TO THEIR CUSTOMER. THEIR PERSONNEL HAVE ALL THE AUTHORITY TO DO AND ACT AS THEY WISH.

I had a flight on 5:20pm at Kota Kinabalu international airport, which was a flight to Johor. I took ferryboat from Labuan to Kota Kinabalu, unfortunately that was a bad weather and my ferryboat delayed and arrived Kota Kinabalu at 4:35pm. It's really a bad day to me. Because it's a big traffic jam, I know my driver tried his best to send me on time. However, I arrived airport at 5:10pm. I ran very fast and went through every counter. I stand before the boarding gate A8 at 5:16pm. And they didn't let me boarding. I was crying and begging, as I am just a student. The cost to buy a ticket is really heavy to me. I ran and tried my very best to catch my flight before depart timing. But I saw my flight for 5 minutes then it fly. First, it's an airline service company. Company's revenues count by service that provides to customer successfully. It's not only for earning or receiving customer's money. It's not an excessive demand to wait customer not on board at least 5 minutes.

Then I bought the next ticket within the day. This time I can only buy the ticket arrive at Kuala Lumpur. According to my boarding pass, this flight should depart at 7:25pm. But, the boarding opened at 7:15pm, it should open at 6:45pm. And, people still keep boarding until 7:30pm and the flight depart at 7:40pm. I always buy air Asia flight ticket, it makes me really disappointed. You really have to give me a good explaination.

The airport office is beautiful and pleasant BUT the check in counter staffs of 'airsia' on 4 th oct 2016 at 8.0am was a bunch of idiots,unconsiderate,maybe stupid,maybe should be sacked,baked in the oven and throw into the mekong river or tonle sap river.
The lady staff who was on duty n the morning of 4 th Oct 2016, @8am PURPOSELY AND REFUSED to allow an old lady to check in. The old lady was having a CONFIRMED ticket on AK536.(ref:FJ7EUQ) The staff insisted her to purchase a NEW ticket.(ref,NKZ73N). The old lady was speechless because she is not well educated and cannot write and read. She gave usd 86 to the check in couter (lady staff) and the lady staff using an email address [email protected], to purchased a new ticket. The ticket printed in malaysian ringgit RM 302.66. The exchange rate was 4.49 to a dollar. She was given a border pass printed @8.20am. Last and not least ' NO CHANGE' was given back for the ticket diff.

The airport office is beautiful and pleasant BUT the check in counter staffs of 'airsia' on 4 th oct 2016 at 8.0am was a bunch of idiots,unconsiderate,maybe stupid,maybe should be sacked,baked in the oven and throw into the mekong river or tonle sap river.
The lady staff who was on duty n the morning of 4 th Oct 2016, @8am PURPOSELY AND REFUSED to allow an old lady to check in. The old lady was having a CONFIRMED ticket on AK536.(ref:FJ7EUQ) The staff insisted her to purchase a NEW ticket.(ref,NKZ73N). The old lady was speechless because she is not well educated and cannot write and read. She gave usd 86 to the check in couter (lady staff) and the lady staff using an email address [email protected], to purchased a new ticket. The ticket printed in malaysian ringgit RM 302.66. The exchange rate was 4.49 to a dollar. She was given a border pass printed @8.20am. Last and not least ' NO CHANGE' was given back for the ticket diff.