I'm currently sitting at the airport waiting for my flight to Banda Aceh. Flight AK423. I would like to talk about one member of staff in particular, but also the disorganised state that we turned up to this morning. We arrived at the airport 5:45am 2 hours before our flight, the departure boards said very clearly to head to counter V for check in and baggage drop, do we went over to these counters where a lady sent us in the right direction, then a man asked where are we going we told him and he told us what counter to go to. We waited 10minutes got to the front and we're told we were in the wrong counter and to go to a different one, for clarification of which one to go to we went back to the airasia man and asked him which one exactly we needed to go to as he sent is in the wrong direction his response was very rude and abrupt and replied "you should read the board!" (Which as mentioned above we did) in response my partner told him the airasia staff should be able to help and guide us in the correct direction not send us from one place to another" the man then persisted just to walk off and it help. Very rude! We went in the direction we we're told to head and got in another line for Indonesia, then an announcement was made that we should move to another desk (now our 3rd desk, which at least the announcement was fab!) we arrived at the desk and the women on the desk next to us then told us this is not correct, we made it clear to her the announcement was just made (shortly after a fantastic lady opened the desk and dealt with us swiftly with a smile and was very helpful and encouraging) after this both myself and my partner were especially upset by the man who was exstreamly rude so I went and politely asked to see the mans name tag (which everyone else had on show and he had hidden in his pocket) again this man was very rude refused to give me his name card kept asking why I told him we didn't like the costumer service treatment he had given to us an we have the right to see his name card, he kept refusing he also refused to speak to me and said he would only speak to my partner (who was waiting in line elsewhere at this point) I told him his costumer service care was disgusting and he said I am disgusting and if I want to complain to go to a desk (which of course was not open) he was very rude his mannerisms, body language and vocal speech was aggressive rude and un-nessary! Not what we wanted this early in the morning we have been on holiday a while now and never recieved anything like that. I hope this can be sorted sadly I could not get a picture or name of this man!

Property Irregularity Report (Damaged) with report ID - DPRSYD16A00032 was logged on 17th Aug 2018 and e-form - CAS-16220290-83JYV9 was logged on 4th Sep 2016 to follow up the baggage replacement status but no respond or status updates as of now. I've tried another time with echat on 20th Sep 2016 and being told that someone will contact me within 4 working days, it seems to be another empty promise since again no updates as of today.

I hope someone can pick up the case as I don't think it needs such a long time to replace a small baggage. This is inefficient at all!
Thanks

Dear management

My booking number is IMQ1TH.
I have encountered terrible time with your AirAsia staff. I am a frequent flyer of AirAsia. I have purchased 2 tickets for my 2 year old daughter and myself. When i purchased the ticket online via AirAsia website, i key in the information of myself as well as my daughter's.

First of all, i would like to emphasis that, we as a Malaysians, since when we have been telling people our accurate age as per month? So, based on this, i purchased infant ticket for my 2 year old daughter and adult ticket for myself.

When i check in, there was no problem. However when i want to board the plane, the staff stopped me and said i cant use infant ticket for my daugher. When i questioned him, he said my daughter is already 2 years and 2 months,hence my daughter can't board the plane. When i told him, i didn't know that i have to purchased under kids ticket, is there anything he can do to help me out or give me a solution so that i can board the plane, he was being so rude and told me "this is not a bus to let everyone simply in". I was shocked to hear that kind of rude comment from AirAsia staff. Is this the way to talk to a customer? Is this a way to talk to a women ?
I urgently bought the ticket one day before flying due to some urgent matters. I was mentally depressed and AirAsia staff's rude comments hurts me even more.
And that look that he gave is as though as the low class people is flying for a first time and trying to get some discounts on ticket.

I would like to point out that, by right, after i key in my daughter's details, it should have been a pop up or dialog box stating that this infant ticket can't be processed for child with 2years and above. By this way, i would have known that i supposed to purchased the children's ticket.

Finally, i ended up paying extra money for my daughters ticket which cost me double than my ticket and one infant ticket. This is really a bad experience for me. Is this how AirAsia will comfort their customers during their hard time?

I am a student who was meant to be travelling to new zealand on 28th august 2016 via air asia. I feel sorry to bring my experience with air asia in the limelight.

I was denied to board the plane as i dont have a visa for australia but I was travelling to new zealand and when i booked this ticket, it showed me a connection at kaula lumper for 16 hours( see the itenery) only. The staff at delhi airport was so rude, that was making my situation even worse. I have gone through a traumatised situation, where i was begging them to help me but they were not ready to listen to me. I even paid 131£ for extra baggage.

I just need the refund of 440 euros from air asia and I dont want to deal with them in future.

booking number EKT33H

Hi,

First of all let you know that your Customer Services are ex-termly poor & all your representative has no respect & way to talk to customers. This is the first time in any flight services in my history I am facing such a stupid replies, dis-respect & non-professionalism.

Now, lets start with the complaint & cheating/ fraud you made.

As per my booking ID HG6JGG above my actual travelling dates are 29 July, which due a medical emergency in my home, I want to change to 19 August. On this booking I already have Premium Flex & according to which I can change the dates 2 times.

While Changing the date the fare difference it shows me is of 1150 RM. Which is simply bullshit.

The actual fare for 19th of August is 399 RM while the one I booked previously is 499 RM. Second the actual cost of Premium Flex is 135 RM while changing dates it cost me 1000 RM what the hell is this?

I have wasted almost 6 hrs. digging out this issue but no one is there to help. As per the premium flex rule I just need to pay the fare difference which is actually -100 RM but still your stupid system shows 1000 RM.

I request you to look into the matter seriously, teach your customer care representatives how to talk, improve your services & if you can't change the dates refund my money back at-least.

Let me know the proper solution or else I will proceed to Consumer court quickly.

e-Form CAS-15028435-TZ7QTH submitted 24 May 2016. No response even though the web site says replies will be received within 14 days.

With reference to case number CAS-15028435-TZ7QTH submitted on 24 May 2016, I am disappointed to say that Air Asia has not respond as per their 14 day deadline. The system does not allow me to resubmit my complaint as it is apparently already in the queue. Please can someone please come back and explain why the delay? Or is this a strategy to ignore until the passenger gives up. It more than a month since I submitted my complaint

Air Asia has become a money-minded airline that overcharges passengers with all its add-on's, but when it comes to customer asking for explanations, they just ignore the e-forms submitted.

I booked tickets from KL to Osaka on 28 Jan 17 at 15.00. Confirmation received on 12 Apr 16 confirmed the same. Subsequently I did receive mails from AirAsia on 16 May 16 and 28 May 16 respectively to offer update options showing the same itinerary. However, the update option sent on 16 June 16 showing that my itinerary has been changed to 28 Jan 17 at 0100. No prior notice for rescheduling was sent to me neither the option to change my itinerary.

I have to pay more for an afternoon flight as this is the main reason for selection of AirAsia. If I were to take the early morning flight at 1.00am, I would have chosen it upon booking. Moreover, I would have better choices from other airlines by paying the relatively same rate. This is a deliberate misrepresentation as such a schedule was created intentionally to mislead the passengers to book and abruptly reschedule without reason and without notice though it is still half a year to go.

Please advise me the next course of action. Thank you.

I am a frequent flyer and have been flying with Air Asia for the past 7 years. 5th May 2016, my trip from Don Mueong to Chennai was the worst. I had one checked in baggage, two cabin baggage one of which was a backpack (computer) and the other one a hand luggage. There was no problem at the ticket check in counter, they let me in. The staff at the boarding place (the last check in point before boarding the aircraft) made my life miserable, did not let me in with two pieces as it was 1 kg more than allowable 7 kg, and on the pretext i am carrying two pieces, they treated my computer bag also as a hand luggage (!!!). I tried to explain, but one of the male staffs behaved very rudely and shouted he would see to it i would not board the aircraft. The behavior was disrespectful and unacceptable. In spite of all sensible explanations they charged me an extra THB 1200 for 4 kg (??) and they included close to 1 kg overweight checked in bag as well supposedly due to i argued.
I have been traveling many times with luggage weighing much below the booked in limits, and i explained to them this but in vain. If this sort of staff behavior continues for one more time, that will be the last time I will be flying with Air Asia. Though there are many options for me to fly i have stuck to Air Asia so far due to their politeness in treating the customers and a more tolerant approach and understanding of customer issues. I have also heard such cases through my friends this sort of issues started happening recently. The Air Asia management should seriously consider taking action against staff for such behaviors and also show caution in the recruitment process.

Hi Air Asia,

I would like to inform you about your service . In this case it happen in the small airport 'Nakhon sri thammarat airport. I would like to get feedback from your team . How to do when you know the customer already check in but you can't find them in the airport .
Just check customer'name? That it!! Then you don't care

Finally when guest came to get more information or need somehelp your team just say ..this flight pass already and if guest wanna buy the ticket for next flight they can give the discount!

You know what? For someone time is more important than money. I don't mind to buy the new one but i think your team should be check and give more attention to your guest!

Also if compare with another airline they have staff came to remind customer 3 or 4 time.

What you think? Right now we have choice Air Airsia, Nok Air and Thai lion air. If you don't improve your service !!!

Thanks for bad service.

Dear Air asia,

this will be the 2nd time you'll be receiving an e-form concerning our flight well, technically it should be the 4th time but since your website is always down, we are always getting an error even when submitting an e-form and your customer care representatives should have known that for many times we called them but got no help at all, they kept leading us to false information, broken promises and time wasted. Me and and my best friend saw your promo for domestic flight so we took a chance and bought a ticket for a round trip to Boracay, May 26,2016 (Manila-Kalibo) then May 29, 2016 from (kalibo-manila) We're all set, near the dates of our much awaited trip we booked a hotel so we then went back to our flight schedule to make sure we are booking the right time for check in then we found out that the May 29 flight is going to Manila to Kalibo instead of Kalibo to Manila. We were shocked when we saw it, everything is going out well until it happened. we are sure we book the right flight, I remembered the same thing happen to my mom when she book a seat sale going to Davao last year but we just brush it off since she was able to get another seat sale going to manila, but this time I think it is not fair for us to spend another penny and get the first booking wasted just because of the technical issues your website has.I know you may not put our concern into priority. in a business perspective you already gained but for us patron of your airline it is very dissatisfying to experienced such a hassle, even though it is a seat sale the money we spent is a hard earned money and if you just put your feet on our shoes you don't want the same thing happen to you, When your customer care rep assure us that a refund will be given after submitting an eform we book our flight going back to manila on a standard charges but we are expecting we will get our money back. Every time we ask your representative on how they can prove that there are no tech issue during the time we bought our ticket they are just telling us that the technician found no issue basing on the screen shot but still it has no bearing we also have screen shot but that does make a difference? during the time we book the flight going to manila from kalibo we didn't have anything or a screen shot of it cause we are not expecting problems like this will arise, but we are certain that we double check our booking before we paid for it, but you know there are MANY TIMES that your website is down and we are victims of it.Today i just submitted another eform your website says: "thank you for your feedbck we will revert to yuo as soon as possible" but there's no Ref number send ton my email, when i called your customer service they said nothing has been submitted and I have screen shots of the confirmation. I hope we can get a little help on this. thanks

I purchased a flight with one of their reps in the Chiang Mai airport on 4/6, I was told at that time that if I needed to change anything or cancel, I could follow up within 48 hours to do so. I have been following up since then trying to get the refund that she spoke about. On 4/8 I contacted one of their reps by chat who specifically advised that I should submit an eform request to have the refund processed or a credit issued and provided the format for submitting it. I did submit the request twice that same day, no repsonse. I called back on 4/15 and was told to resubmit the request, which I had done twice again on that same day, I got confirmation that request was submitted on 415. Followed up by chat online on 4/21 and the request hadn't even been processed, the rep I chatted with said he was having it expedited. I followed up again on 4/22 with another rep who didn't even review the request and just said no refund was available refer to the online policy. What was the point of going through all of this for 2 weeks just to get the same response. I have called their call centre, chatted with several representatives online and they all refuse to help with providing a refund. They just refer back to the policy on their website saying no refund is available when I booked with a rep in the airport. The last rep I chatted with even told me to take it up with the rep who booked the original ticket. I am in another country and can't just go back to that airport, customer service is supposed to serve a purpose. I have submitted requests online through their eform page which is absolutely useless because they don't respond to these requests either, I had to call to make them aware that I submitted a request which is what I was told to do in the first place. They provide absolutely no customer service and offer no resolutions. Please do yourself a favor and do not book a flight with this airlines, it will be the worse mistake you ever made if you need to make any changes or have any issues. I also have copies of all the transcripts from the chats, the airline ticket I booked and still no assistance was provided.

I booked a ticket with Air Asia for travel to Langkawi on 24th Dec 2015 (Booking number KFCV5T). The ticket was not issued but the payment was done.

As I had to travel on those dates, I booked another ticket on same flight, same people same date (Booking no. HFJPMG).

Got an Email from Airasia on 23rd Dec that refund for KFCV5T is in process and it shd come to me within 60-90 days.

It has been more than 120 days now and I have not heard from Air Asia on the refund case .....

Can u please help ?

Hi Management

Please take this complain seriously and I would like to request the full refund to the Flight ticket.

I am your frequent traveler and also your shareholder would like to make sure that you and your staff is work according to the Vision (Everyone can fly) .

Please find the below for the scenario that happen on 10 th April 6pm 2016

Incident
I reach airport around 6.35pm and i go to the auto machine to check in. However, i was not able to check in due to my booking number issue. Thus, I have queue up at your check in counter and your checking staff has mentioned that my booking number has error and request me go to the service counter located near U16. I have queue up after that at the Service counter and has request the your staff(Zarina Latif) to let me go through first as the flight is nearly depart in an hour time.She has refuse to help at the first point and claim that i am cutting queue. Thus i was waiting her to settle with the customer first and i get the permission from the customer infront me to let me go through first as the flight is nearly depart. She only told me that the gate is closed so i am not able to check in and i will need to purchase another ticket. After the short argument and she is still refuse to help me to check in and keep mentioned that i should come earlier. Thus, i request her to check on the available ticket. However, she is rejecting my request and mentioned that i am cutting queue.

Here, I have a few point need to raise up and i expect there will be some action taken to avoid this thing happen next time

1.Your service counter shall be responsible to comfort client by explaining the whole situation professionally and do not show the dark face to the customer.
2.I have reach your check in counter 1 hour before the departure time but i have refuse to check in due to there is no seat for normal seat and i would need to go through service counter
3.After go through a few discussion with your service staff and my husband was return to airport to pick me up,and my husband check with your service staff and only your service staff explained that the booking number is not wrong but there is no more normal seat available at the moment during i check in.This is not been told at the first point at check in counter
4.I assume that AIRASIA is oversold the ticket and i am a customer who bought the ticket few month ago was rejected to board in. I will raise this to any channel that are available to avoid further harmful to other client and protect the other customer right if there is no action be taken.
5. I have some ticket weekly/bi-weekly until June and i would like to have your words to avoid this happen again to my other coming flight.

This incident has bring a lot troublesome to me as i'm not able to get the flight ticket on that day itself. My husband need to fetch me to TBS and i only reach Singapore around 4am which i suppose reach Singapore by 8.40pm. I still need to go to work on Monday even though i was reach Singapore around 4am. From this incident, i have low confidence toward your system/service provided. I wish to bring this to tony at the next AGM.

Please find the attached photo for your service counter staff who i take the whole blame toward her who are not trying to comfort me at the first place which i guess even your ceo will feel panic if he miss the flight and I feel so helpless infront your service counter.

Hi.

I went to check in today on AirAsia, and realised that my partner and I had been allocated seats apart from one another. We did not pre-book seats as we did not want to choose where we sat and pay more.

However, what we did not realise was that your computer system will randomly seat people apart. How convenient when the only way to change seats is to pay more money. I understand if the flight was full, BUT IT WASN'T!

I was speaking with 'Sorbi' on an online chat to try and resolve this, and she disabled the call after she thought I had finished speaking. (I hadn't)

This just proves that spending a bit more money on other airlines, gets you good customer service, and you can speak verbally with someone, not have to deal with someone on a computer. For all the money they advertise their flights are, it's easier (and in this case more economical) to book with other airlines instead paying for EVERY extra.

My partner and I are extremely unsatisfied and will NOT be ever flying with this money-scamming company again.

I Yuk Hen Yapp already complaint duplicate booking fight for 4 person from Kota Kinabalu to Kuala Lumpur ,First time booking no. DBC6PS on 19.12.2015 and second time
BIN8NK on 22.12.2015 as because my first booking no any booking no before 22.12.2015,When I ask the bank,so I know the double booking in same fight. I have fill e-form for Air asia.
Please make a refund. Thanks

Resubmitting this complaint and want to know what is the response from Air Asia. From Michael Clark.

My wife named, Catherine Balachandran was on the flight too. She is in a physically disabled condition and uses a wheelchair for movement. For the flight to Perth and back, I had booked the flight with the significant request for the use of the wheelchair to transport her.
The plane landed at KL on time at 10.25pm on 17 Mar. After all passengers had disembarked from the plane, my wife and I were stationed at the exit door of the aircraft. The disappointing factor was that there was no wheel chair on standby to transport my wife out of the plane. Worst case scenario was that your crew failed to react immediately even after noticing that the wheel chair was not on standby.
20 minutes later, I questioned one of the crew on the inefficiency of their service. He apologized for the delay. Then after 45 mins later there was still no arrival of the wheel chair. Hence, your crew only apologized but with no sincere intentions made on resolving the problem immediately after my gentle appeal to bring forth the wheel chair . I find this attitude and work experience unacceptable.
The wheel chair only arrived at 11.35pm after waiting for 1 hour 10 mins. During the wait, my wife was forced to sit uncomfortably on the aircraft’s narrow wheel chair for 1 hour 10 mins not designed for her condition. She had to undergo suffering the pain on her back and her rear end as there was no pressure removal cushion for her to sit on.
I would appreciate it if Air Asia will conduct an investigation as to the inefficiency and uncaring attitude of the crew. And secondly, Air Asia should prioritize with a compassionate attitude when serving customers who are physically disabled.

CAS-13536212-7WX40B
CRM:032639

Our flight was delayed 24 hours and had affected me and my partner's whole journey and later bookings in Malaysia. The Airasia representative of Shanghai PROMISED us that the compensation will be given to all the passengers on this flight after we arrive at KUL, and asked us to fill out this form and upload the delayed letter as evidence. (Apparently they have no intentioned to pay us that the communication channel are bad that echat keep me waiting for an hour and ask me to approach other department, and the customer service call cost 1.6rm per minute)

In addition, we booked two business class seats, However, due to the flight delayed, one of our seat was arranged to the economy class and the meal was not provided. We did ask one of your crew member about the flight meal and was told that we were the "UNEXPECTED PASSANGER" of the alternative flight thus meal will not be served.

As the regular customer of Airasia, we are very disspointed about the customer service in Malaysia. One of our baggage wheels was completely fall off and we couldn't used it anymore, again we were told by one of the Airaisa stuff that we will get the compensation and therefore issue a PIR as a future reference

This is the non-sense email I received after the constant calling as follows:
Please accept our apologies for the delay in responding to your e-mail. With regards to your complaints, we have escalated your case to the relevant department and has been advised that we regretfully have to inform you that we do not offer compensation as our liability for loss, delay or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid.

Moving forward, we would advise you to use the Property Irregularity Report (PIR) given as a supporting document to further your claims to your travel service insurance provider.

Should you need any further assistance, please submit online form (http://www.airasia.com/my/en/e-form.page). For simple inquiry, please feel free to check our AskAirAsia portal at (http://www.airasia.com/ask/), follow us at our Twitter account, or approach our Live Chat service at (http://www.airasia.com/my/en/live-chat.page).

Best Regards,
Farid
Customer Care
AirAsia

All these happened one month ago and we never received any apology nor compnsation from Airaisa.

I was treated badly at Air Asia service counter at KLIA 2 airport , it all begin when I went to the service counter of Air Asia at level 3 to enquiry regarding the mistakes in my friend return ticket booking which I have made to travel from Tiruchi to Kuala Lumpur on 19th December 2015. When I enquiry regarding the changes she (Malay girl who was on duty at the counter by the time 3 to 4pm, 16th Dec 2015) refuse to explain, when I repeat the same question the officer scolded and harshly throw the reference booking paper I have bring to show her to floor, I am very disappointed in their services when the staff are badly trained and very rude, don't they have respect for their customer? Can't they explain to customer nicely? I bang the table angry due to her harsh attitude to me as a customer as I am there just for an enquiry.
The officer fellow friend who was beside the counter , shouted to me Oiii (the guy name is SAM) and scolded me with bad words and humiliate me, he even raises his voice when he speak. I've been in a customer service before and that is not how u treats your customer. I went down and complaints to the Airport police as dissatisfaction towards the person who scolded me with bad words and humiliate me in front others. The police in charge follow me and enquiry the Air Asia officers and they asked me SORRY for their mistake they have done to a customer. Till now I feel very sad and upset towards the Air Asia service counter. I really hope air Asia can take this thing into serious matters, after all it's all about the customer satisfaction, I might not want to fly air Asia anymore, and as well advice all my friends and relative to do the same because I might afraid they will experience the same thing.

I received the reply on my complaint some time ago but I think the response provided by Eda (customer service) was rather disappointed. I think she might not really understand my complaint well and therefore the response seems to me a disappointed response.

I am trying to highlighted to Airasia of the irresponsible check-in counter in-charge as they were giving me wrong info which causing me almost missed my flight. I doubt the response saying that your personnel are "courteous, attentive and professional towards our guests", which to my case is just irresponsible.

Besides, the divert plan to Incheon in Seoul, Korea has not been provided with proper info & guidance. We were totally living in the "dark" as we have no idea what we supposed to do in the plane & also Incheon. I am ok with the delay but felt very disappointed cos the arrangement were a total ill-informed.

I wish I can have a proper response for this...and not simply quoting me with the Airasia Term & Condition of 9.1. that is very irritating...

Hello,

This is really RIDICULOUS and I don't know what to say apart from this. I have so many words roaming around in my MIND but.......

I did cancel my two tickets on 25th Nov and 9th Dec Respectively but I am unable to get my money back. Every time I call these people and get same response. We are proceeding and within a WEEK you will get your money BUT this WEEK has never come as of now.

There is no proper channel of communications. Moreover the number mentioned as TOLL FREE is also a TOLL NUMBER: 1860 500 8000

These STUPID people don't reply to you because they know about their PATHETIC SERVICE. THATS WHY THEY DONT HAVE ANY WRITTEN COMMUNICATION.

CAN Someone help me to get some proper channel to get my money back.
WE CAN"T take any legal ACTION until We have some written communication or confirmation.

6TH January 2014

Dear Dato/Datuk/Tan Sri/ Sir/Datin/Madam/Miss,
Refund: Unable to use Refunds for the reservation TE6LGN- Air Asia Malaysia-
With reference with the issue above,my wife and I , Mr Gurdarshen s/o Jaspal Singh (IC: 801208105451) along with my wife Pia Munusamy (811025146348) wish to lodge a complaint on a refund credited into my account yet reversed back without my permission ( violating the law) on December 15 th 2013.My wife was admitted for dengue and I notified the department earlier personally with relevant documents (medical reports/Drs Letters as advised-which they refunded at first yet took it back without our permission).

2.Below is the chronology of our attempts to receive our funds through channels as written in your website yet it futile . Contactin your customer service that was devastating ,putting us on hold for hours( charged RM 1.95 per minute =Rm 50.09 ( telephone bill shall be given if needed) leading us to not only lose out financially , but distressed emotionally and disrupting job prospects for the time to liaise with your department.
I. I made a booking for the above itinerary to Macau on 24th November 2013 for me and my wife, Ms,Pia.
II. However my wife, was down with the dengue fever and was admitted in KPJ Ampang Hospital on the 22nd November 2013.( REFER ATTACHMENTS-DRS Letters-It was a season and all hospitals were crowded)
III. Since she was admitted, I visited the AirAsia office at the Berjaya Plaza in KL on the 22rd November 2013 and submitted the necessary documents since we are unable to travel to Macau on 24th November 2013.
IV. I was advised by the agent that they will provide me the refund. Further to that on the 24th November I was notified via sms that my flight, TE6LGN was rescheduled.
V. On the 1st December 2013 I was notified via email from [email protected] that a credit shell was credited to my airasia account at [email protected]. I checked and the said credit shell for RM748was credited accordingy. I thanked the airasia agent at Berjaya mall for their swift action.
VI. However while I was trying to book a flight to Johor Bahru on the 15th December 2013 I realize that the credit shell was again debited for the above flight.No notification was made to me on this amount being debited/removed from my account. I quickly emailed Air Asia and ask for the reason as I need to book a flight urgently otherwise I have to look for alternative transport yet no valid justification was given.
VII. Subsequently I also visited the Berjaya Air Asia office and they said they will look into my complaint. However they were also unable to tell me why the said amount was reversed and my Air Asia account returned to zero credit.
VIII. On the 30th December 2013 I was advised that I would need to submit further supporting documents that the doctor need to certify my wife not being able to travel for the journey.
IX. I later submitted the KPJ hospital letter and her medical certificate where she was admitted during the travel period and also not being able to perform her duties. I have also went to the extend providing my marriage certificate for your consideration of refunding my claim.( you may refer KPJ Hospital Ampang for reference-refer attachments)
X. 4th January 2014, there was no response from your side regarding the refund issue. The Air Asia Berjaya sales office advised me to deal with Air Asia Refund/Finance Department directly,
XI. Then,I took all the documents(TIME/.EFFORT/CONSTRAINTS/LEAVE FROM WORK) which I submitted to the Berjaya office and head to Air Asia’s office in LCCT. I took the sky bus and arrived during lunch time and went to your office at level 1 . I was advised that I would now need to PROCEED to the counter at the Ground floor at R68 for this matter.
XII. I was attended by Mr.Linges. I passed him the relevant documents for him to check on my claim and he was also not able to tell me why my account was reversed and said that he is also not able to advise who did this reversal. He again asked me to come to the visit the finance department which are only opened from Monday to Friday. I said that this is very inconvenient and I have been rushing for this matter between so many Air Asia offices and making call to Air Asias’s premier line which cost rm1.95 per minute and still not able to get this sorted out and neither a reply on what happen to my case.
3. We are very disappointed with the way Air Asia is handling our matter. We are average earners. The motto, ’Everyone can Fly’, does not mean that everyone can be toyed with. The below are reference numbers which we were advised by your Autogenerated reply email. These along with my bus tickets ( receipts attached) shows that Air Asia need to guide their customer service Department to be more alert. It’s the technology era ,but as Jets Star, Singapore Airlines , they do attend to us .We willingly would pay those charged for the service instead of being directed to one Department to another yet futile in resolving issues. If Tweeter, Facebook or e-forms is merely of the sake of the display, hence it is advisable to not lead other customers especially the older generation /middle class people as it might jeopardize the ‘trustworthy’ aspect of tourists that travel in our country.Below is a few autogenerated mails-that varies in solution aspect in resolving this issue.
a) CAS-5698985-HX2RVD ; CRM0001218
b) CAS-5866884-RMCLX3 ; CRM0001379
c) CAS-5868033-C8YX1X ; CRM0001744
d) CAS-5867827-JQGC7X ; CRM0001698
e) CAS-5868033-C8YX1X ; CRM0001531

4.As you can note from the above ticket numbers and also my visit to your relevant office, I and my wife have put a lot effort resolving this issue. My wife has also send email to [email protected], [email protected], [email protected] to tell you people how disappointed we are with the above event that took place and cause a lot of disturbance to us.
5.I would like to also take escalate this matter to the relevant authorities such as the tourism ministry on how bad service provided by Airasia. Further to that I also do not understand on how airasia can remove the credit shell from my account without advising me. This action to reverse the amount without alerting me in advance by airasia also creates suspicions in me if there is a fraudster within airasia who performed this reversal. I would like to have a formal reply on my case. If I do not get a proper respond to my issue I would proceed to lodge a police report and also look for a legal recourse.
5.We merely wanted to resolve the issue and was willing to negotiate on credits refunded that could be used to purchase another set of flight for our honeymoon. We were contented with refund in credit and not in cash /cheque yet devastated to be tricked just beneath our nose.( violating our customers rights)
6.Sincerely hoping that our mail/complaint letter - shall retain your attention to resolve this issue for not only us but the entire Air Asia community. We could write to the papers yet my wife believes perhaps there is some misunderstanding in communication that might lead to this issue as not many are competent English speakers in your department. We are grateful though 70 % of refund is received due to the time taken, effort and constraints we faced. We both are loyal Air Asia customers and hopefully we shall stay so if this issue is resolved.
Thank You

Yours sincerely,
(G- Singh)
c.c Ministry of Tourism
KL Sentral office
-0102060446
-0146246655
-We are not asking for a mountain but merely seedlings to resolve issues that many have complained yet not able to reach your Department/Board Members as we know the chairman is on the move due to work /branching out Air Asia.

On Tuesday, 30th of OCTOBER 2012 as at time 11.00 a.m, i`m was going to penang from singapore and doing my check in for second time before departure to penang,for the first time check in,i was made it in penang,so there are no number of gate was given before,so i make another check in to cornfrim at air asia counter in singapore changi airport on the same day,but the sale person also give me a new resit for the check in but still there no number of gate was given, and then my brother asking the lady what are yhe gate number,but the act lady say that we so early check in at 11.00 a.m, the flight was on 1.30 p.m, so they not yet decide which gate was given to me,and then she also say just see the information board to see which gate was going to penang, ok fine so is seem is to early to go in to the gate so we decide to just take a walk on the airport,when the time was reach to 12.30 we decide to see the information board,there are no 13 to flight going to penang,so when we pass from the custom there were a some problem were was my little daughter was not feeling well and keep crying wanted to follow her grandmum at outside,so when we busying trying to calm she down, the time was showing at the airport is show was at 1.25p.m so we rushing going to the gate of number 13, when we reach the gate i was so dissappointed that it was a wrong gate,the good custom show us the real gate was going to close,so she said that can reach the gate if we ran fast,s o what was i so upset the airport is so big,to go the the gate d46 is so far,so i ran with carrying my baby..and of course you all know that we can't reach at the time was given, and when i reach the gate i saw the airport watch is on 1.55p.m,so the custom say the flight was go already..it make me more disspointed with your service,because there are no any announcement to remind we that our flight going to depart when we struggling calm down our daaughter that was sick on that day, so the custom meet me to the officer in charge the gate miss pooja,she say that she cam't evevn help me,although she saw that my daughters is really sick n keep crying,she also say that i'm going to book a new ticket n new charge and she also she only can help me to reduce my penalty,but although she was helping me but we are still need to be charge, what are bad flight did this company do to we has paid the pass flight,if 10ringgit or below of hundred i'm dont mind but this is more then 300hundred i need to spend for the seat that your company promise of a good service and a cheap price but i'm very dissapointed that your company have no polite to help people in hard your company put more burden to us as your payor.. I'm also think that your company was so cruel for not wait for only 5minute for give customer who was PAID them money early for your company and i also very shock that the flight is was depart faster then the schedule the gkight depart should be on 13.50 but tye custom say flight was departe already but tye time was still on 1.45 p.m,just say if your company want money no need to this to people who was already paid for their seat,i say that your service is more poor then bus express because they only chaegr us only for 50 dollar gor a seat with a insurance but still can wait for customer before depart although taking their transport is more risky but is still good compare to your flihgt and company..and i also very dissappointed when i was know that the number 13 is not number of gate but number of counter of airasia,what a selfish staff that you all have that no given a tight information to the customer that pay for you a money not a drink..if you all are my place do you think i will take you flight as my flight for the next holiday?,or you think that i going to ask all my friend and relatives or all people that i know to take your flight for our another destination?? Sorry to say,yes is true that money i can find but a service is more important to me.. However thanks for a bad service that your team from singapore do..no complaint for me to penang airport,although the airport is not so big but it make customer easy to find and a good information them giving to me.. Thanxs..to miss pooja

yes i agree was told off by ground staff to be at the gate half an hour before. They seem to like keeping people in the holding area and the flight was a late arrival. The last straw for me was on my last trip flying Jakarta to Singapore. just got screwed by air asia. my flight from Jakarta to Singapore was a nightmare. I had checked in and was waiting in line to clear immigration. Duely informed an air asia rep. that i was on the 2 p.m flight, the rep. or ground staff told me that the flight would wait. however, when i finally did clear immigration i was firmly told that i would be kicked of the flight and the doors are closed and that it was my fault for being late...the sheer arrogance is what gets to me.

at the end of the day i was bumped off and the unapologetic ground staff told me to buy another ticket. I decided to fly garuda which at the end of the day is a full service airline. you get a meal and a hot drink and some service. To everyone out there its not worth saving the $50 bucks. I will only fly Air Asia if i found myself poor. But then again their flights are no longer that cheap...the beginnning of the end for them ?

plus recently you cant manage your itinerary unless u login. To login you need to join as a member. Sneaky and unethical !

Despite the cheating of Air Asia, occasionally I find a flight I want, and I book travel months (maybe nearly a year) ahead to get the right price/deal.

Did this for Air Asia and KL to India. A few months later Air Asia cancels that route and offers a refund or will advise replacement travel at least 2 months prior to the flight date. So I wait courteously. 2 month deadline passes. A few days later I email. No reply. Email again. No reply. Email 6 addresses I've collected inside Air Asia. After a week, one reply telling me that they will contact me 2 weeks (not months, now) before the flight. I reply and say that's unacceptable as I need to book hotels, but I receive no reply. I re-email. No reply. After a week IO go to my local Air Asia office which tries to give me another email address, says they can't phone anyone, have no boss, cannot use email. Finally the kid phones someone, is quickly and easily given my replacement flights. Writes them on a scrap of paper, cannot do so on any official letterhead, cannot print anything from computer, suggests taking a photo of the computer screen until colleague tells him not to, and finally puts a 'chop' on the tatty piece of paper. I find that the Malaysia Airlines' flights have the same code as the original Air Asia ones for the same destination. WHF? Does this mean AA sold the flight routes to MAS, and is now trying to get prepaid customers to cancel and refund rather than honour its flight committments as this may cost AA more than the refund? I don't know.

I know that was my last AA flight. No more to the UK, nor Australia. Abandoned my regular ones to China a couple of years ago. Not sure I believe that Air Asia is the world's favourite low cost airline. Seems everyone I meet has a horror story and is actively sharing them with others.

The message is clear. Don't wait for governments. Vote with your feet, and be active in sharing your experiences amongst your friends and work colleagues about all bad companies:
- Air Asia
- Dyson Vacuum Cleaners
(that's a start...lol).

"When the buying stops, the cheating can too."