MK W

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| map-marker Shah Alam, Selangor

AskBo chatbox is not responsive

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Air Asia - AskBo chatbox is not responsive
I am requesting "Duplicated Booking Refund" due to technical lagging of MOVE website. The website keeps loading without informing successful flight booking. After 2nd attempts, 2 confirmed booking emails came to mailbox. I tried submitting refund requests everyday, yet AskBo will stopped at "Please wait a moment while I'm checking your booking further" and never proceed further. Refund request never been attended eventhough i am still trying to submit refund request everyday and night
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User's recommendation: Please do not attempt to book in a same day eventhough MOVE is not responding

1 comment
Air Asia Website Sucks

i had the same problem, can book through air asia site, so I went to airpaz then the wrongly place booking my return no confirmation on the date then made payment only found out wrong return then I press reschedule instead changing the return date I'm charged again another ticket which cost more than the 1st return ticket, so I just want to complain about air asia booking website or anyone know a number to call instead of going through BO?

Brenton P Ytv

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Not returning email requests

Air Asia - Not returning email requests
Air Asia - Not returning email requests - Image 2
Air Asia - Not returning email requests - Image 3

I had and having a similar problem, No return emails after 5 emails requesting an explanation, BO is useless !! Just flags you off!!

I flew to Bali from Perth ..

Myself my partner and the Kids I saw as advertised they have Premium Economy. So I thought being my partners and my Anniversary Id upgrade the two of us to the better seats and instead of paying the $380 for the standard seats Id pay $850 each for the PREMIUM ECONOMY SEATS . Pfffff

Well we got to sit right next to our kids in the same seats .. except we got a Meal And a Water??

Thats $470 for a Very average meal with Anchovies on top of it which I didnt eat and that was the only choice left !!!

There Contact robot is useless BO ? Should be Slow ..

But at least he told me the seat I should have expected WHICH WAS NEVER A OPTION ON THAT PLANE THEREFORE SHOULD NEVER BEEN ALLOWED FOR SALE !!!

The thing that gets me most is you cant contact them .. well you can but dont answer dont reply And its not entirely about the $900 I paid extra for nothing ITS THE PRINCIPLE OF NOT REPLYING AND NOT GIVING A EXPLANATION

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Loss:
$900
Pros:
  • Cheap budget airline that seats are uncomfortable

Preferred solution: I refund of the difference between Economy and what I Paid for Premium Economy

User's recommendation: Fly another Airline… Simple!! Real Budget flight

Chloe L Qtw

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Lost luggage

Air Asia - Lost luggage
Air Asia - Lost luggage - Image 2
I took a flight from Denpasar to Kuala Lumpur n AK 375. I had to pick up my luggage in Kuala Lumpur and take a connection for Doha and Doha in Toulouse (France). My luggage did not arrive in time and I was forced to leave so as not to miss my connection.
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Loss:
$300

Preferred solution: Deliver product or service ordered

GEORGE I Mna

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Different itinerary from booking

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Air Asia - Different itinerary from booking
Air Asia - Different itinerary from booking - Image 2
Updated by user Oct 25, 2023

Customer Service cannot able to give satisfying answers

Original review Oct 25, 2023
I had booked flight yesterday, 24/Oct at around 3:00PM, flying to Chiang Mai through AIRASIA app.
The flight schedule has to be on 25/Oct and returning back on 28/Oct to Phnom Penh.
The flight uses multiple airlines (Thai Vietjet & Thai AirAsia).
But, after around 10hours after i made booking - I was given an itinerary (through e-mail) of 28/Oct departure & 31/Oct return instead.
How does it work?
Why this happen.
The booking reference :100********
I had asked the customer service 'Allstar', but they the person whom I chatted with said that I cannot do reschedule, alsi cannot able to get refund...
Worse that she told me that it was what I booked.
But, when we do booking - we are 2 people checking and doing it. We even marked on calendar for the dates - so we made sure it was correct.
Normally, it just takes few minutes to get the itinerary after I did the booking.

So I am already started to be suspecious when the itinerary is not send to me immediately.
Now, how do like this happen?
It may an odd issue or whatever, or people may thinking I made it on incorrect flight dates... But the reality that we did booking for 25/10 departure & 28/10 return, and we got 28/10 departure & 31/10 return is a FACT.
Unfortunately, I could not provide any evidence for the above as the "Allstar" CS told me to provide, as I did not take a caption for every details of pressed buttons/icons when we did the booking.
The above problem may an odd - but the same issue will happen anytime if not have to look at seriously
View full review
Loss:
$826
Pros:
  • Low cost
Cons:
  • Unteliable & too messy

Preferred solution: Rectify why become incorrect from my booking agaibst the itinerary

User's recommendation: Check the booking & itinerary thoroughly. If itinerary takes too long to send - better to cancel your booking

colette k Drk

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Unsatisfactory

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Air Asia - Unsatisfactory
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Air Asia - Unsatisfactory - Image 3
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I have been trying to cancel my booking online with AirAsia now for the past month, I followed the instructions, followed the instructions on how to process the cancellation, all misleading, chatted with BO who told me that I needed to contact the Agent. I did this, was told by the Agent to go to the airline.

Went back onto the airline's website and chatted to Ava, told me the same thing. I

have been given the run around by these to companies who clearly have no regard for their customers, they are clearly not aware of each other's policies even though they work together, they quick to pass the buck, they clearly don't have their customer's best interest at heart.

View full review
Loss:
$460
Pros:
  • Great offers
Cons:
  • Poor costumer service

Preferred solution: Full refund

User's recommendation: Be careful

Anonymous
map-marker Macao, Macao

Worst experienced

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Air Asia - Worst experienced
Air Asia - Worst experienced - Image 2

When I was in the counter to drop my baggage there was this male staff that attend us ( me and my mom). Our baggage were 2x20kg but mine was over 3 kilos or 23kg and my moms baggage was weighted 18kg so in total is 41kg.

I was the one who booked our ticket and so our baggage. This male staff said that I have excess baggage so I immediately told him that I will just get the 1 kg and hand-carry it since I dont have hand-carry (7kg allowance) and yet he said I have to take 3 kg out because it was 23 kg! I was so disappointed that its very simple math 23+18=41 that even him pointed it out its 41kg in total but we are allowed only 40kg. Still he insisted to take out 3 kg.

And then when we were moving the baggage before we able to get the 3kg the other bag he told me to move away first before taking out the 3 kg, And I replied to him right away that I was not yet taking it out Im still fixing the bags so I can move it coz I was alone and shouldnt be asking my mom because she cant lift because of her age. But then again he talked again for the third time to move it and not in front, remember I need to move 2x20kg and 1 hand carry. So I moved my bags and the worst thing happened was the two staff were talking what happened and laughing at the same time which was not appropriate to talk about while still I was there. After few minutes have taken out my excess baggage and separate as hand carry.

When I was waiting at the next counter another staff (female) assisted us and first she asked me if I am a tourist? And then I said Macau ID/ Macau resident. Then she asked me if I am working in Macau, I said yes. Then she told that I need to provide OEC, I told her that I am Macau ID again for the second time.

She told me that if I am working in Macau I need to provide the OEC and yet I told her again that I am a Macau ID so I dont have it. She told me repeatedly that I have to provide it the OEC because it is the protocol in Macau that I should have the OEC and then I told her if you cant understand what is the meaning of I am Macau ID because I have been repeatedly asked and answered her repeatedly the same but she didnt stop on it. Then when we were in the middle of conversation suddenly the male staff said guard guard guard can you take them, its been twice we dont tolerate that kind of attitude and we wont let you ride on our plane ! He have the nerve to talk to us like that while he was the one who started this problem.

And then he repeatedly talk saying we dont tolerate that attitude here. And then the female guard came and I was so impressed with the female guard because she was very calm and very accommodating and assisted me and my mom smoothly. then the supervisor came and I was trying to touch her because I was a bit clingy I admit that, and I understand that its not allowed so I did not continue on touching her. Then I explained to her the situation and she asked me to calm first and so I asked my mom to sit down first and I let myself to calm first and asked again Elodia about the baggage that supposed to be I only separate 1kg for over baggage but the male staff insisted to separate 3 kg while the point is we have 40kg allowance and over 1 kg only.

In total of 41kg and I dont have the 7 kg handcarry. Simple answers from alodia its fine just separate the 1 kg and she let us drop the baggage and the other male staff smoothly processed it. The point is why it can be done by the other staff to make our experience smooth while the others ruined the half of it? Why the first male staff let us undergone those bad experiences in his time while it can be done that easy by the others.

Why he needs to provoke us and called guard and say we dont tolerate that kind of attitude and also say he will not allowed us to fly with your airline? Why why why? Those embarrassing moment that I will never forget until I die. I almost forgot that I am not like them that supposedly I post it in my blogged.

I apologised to God that I may make a bad decision after what happened to us. Even I was inside the plane my teardrops cant stop from falling because of what happened. I am so sorry if I troubled the second counter but do we deserved to be devastated because of that? Actually last month I made booking with air Asia as well and the whole experienced was nice except my baggage was deformed the corner but I let it go because I dont want to spoil my experienced.The reason why I checked in online was to hassle free but what I got was the worst experience.But is this how you trained your staff how to treat your customers?

Taking advantage on their sleeves. I dont know what to say but the embarrassing moment I have experienced cannot let me shut my mouth.

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User's recommendation: Think twice

Martine Q

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My flight has been changed and would like to be refund CZTFML

Air Asia - My flight has been changed and would like to be refund CZTFML
My name is Martine Quesnel Flying on may 31@***e 7 2024 They change the time of my flight and its not going to work ! I would like to cancel it and be refund please
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Preferred solution: Full refund

Anonymous
map-marker Melbourne, Victoria

Missing baggage

Air Asia - Missing baggage
My dad come to australia on 9 march and his baggage is missing since then I contacted them serval times, emailed but no reply . My dad has got his daily medication in that luggage so he is really strugging plz reply ASAP.
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User's recommendation: I dont recommend

Jayesh P Sve

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I have a property damage report

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Air Asia - I have a property damage report
I have reported property irregularitiy report (PIR) 58403****. On 20 November 2023 at SUVARNA Airport and staff attended told me to file a complaint online for it. My TAG Number is CNX 080789****
View full review
Loss:
$60

Preferred solution: Full refund

User's recommendation: Poor customer support

wayne m Ebw

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How on earth do we add our new born daughter to the flight.Weve been going around circles for weeks. Finally got somewhere and it would not allow us to pay the additional $60

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Air Asia - How on earth do we add our new born daughter to the flight.Weve been going around...
Can't add our 10mth old daughter to the flight. Theres no one to talk to to fix the issue. Painful as ***
View full review
Pros:
  • Cheap airfare
Cons:
  • No one to talk to when issues arise

Preferred solution: My daughter added to the flight

Juliana H Vtw

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Totally pissed by Air Asia AI Bo and the online website - totally useless

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I was trying to change my flight and was directed to speak to Bo, the totally ineffective AI who brought me through the whole process of inputting my particulars and flight details only to be pissed off at the end with a message from Bo: "Something went wrong!".

So I thought perhaps I did something wrong and so I tried no less than 7x over - yes, on my laptop and on my phone but still I received the same message: "Something went wrong!. Try asking another question!!!"

I also tried searching online for contact number to call but it was all in vain.

So I have emailed them although I doubt I will get any reply. I have made a mental note NOT to ever book any flight on Air Asia and I will spread this around on my social media.

I supposed I have to prepare myself to lose SGD400 since I can't fly out on my original flight schedule.

View full review
Cons:
  • Everything non-responsive and useless bo

Preferred solution: Wanna request for flight change

User's recommendation: DO NOT BOOK AIR ASIA FLIGHT --- unless YOU DO NOT MIND THROWING AWAY YOUR MONEY!

Joan S Bsp

I booked additional meal

Air Asia - I booked additional meal
Good day ! I tried to booked addtional meal but i was shocked because after the booking confirmation it stated it sent to a Chinese email address and not my email ! Can you please help me I paid it already using my credit card . As you can see that email add api_youxiangyuliu@***.com I dont know whos that guy why after I booked it stated confirmation sent to that email I dont know who that Chinese guy is. Is it a scam ?
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Preferred solution: Full refund

Laura Y Jgm

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Seems like a scam company now

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Our flight for 4 adults was suddenly cancelled by Air Asia due to "operational reasons" and then was rescheduled by Air Asia without our prior knowledge to 2 days later. This does not work for us, and Air Asia email to me gave 3 options to resolve this.

First, you can change the flights to another flight of their choice at no fee, but the choices of flights that we can change to on each alternative dates at no charge are very undesirable (late night flights). Second, you can request a credit for the value of the flights and on their email and website, it stated that if the flight is linked to your Air Asia member account, the credit should be instantaneous. This turns out to be untrue, because when I requested a credit to my account so I can use it to rebook the flight, BO the chat bot says that it will take 10 days due to "overwhelming volume". This is just unacceptable.

The last option is to have a refund, but it is not a refund to the original payment method. The refund would be a travel voucher that would expire and this is ridiculous because I have no choice but to use the voucher with this company again.

This is almost like a scam!

There is also no accessible way to a live agent to chat with regarding this problem. I am not sure how Air Asia would survive in the long run with such bad customer service.

View full review
Pros:
  • Cheap fares
Cons:
  • Bad customer service if things go wrong

Preferred solution: Full refund

User's recommendation: Stay Away if Possible

Airline Expert Talks

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May 25, 2020

Is it safe to not wear a mask on a plane? Jamie Larounis, a travel expert with The Forward Cabin, explains the new mask-optional policy, its impact on airlines and passengers, and whether COVID testing is required.

Jamie Larounis
Jamie Larounis

Jamie Larounis is a travel industry analyst with the Upgraded Points who shares tips on hotels, airlines, trains, and loyalty programs.

AKBAR H Pse

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BOUGHT AIR TICKET FROM BKK TO HKT

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Air Asia - BOUGHT AIR TICKET FROM BKK TO HKT
email sys 3 hours to getting e ticket confirmation, but nothing and spoken to stupid BOT 5 times with no useful answers. Called every number in Thailand and no answer or automated answer service. I fly at 6am Monday and it is Friday afternoon!! How can i plan? Called UK bank and they say no problem with payment their end but no transaction even pending. HELP!!!
View full review
Loss:
$50
Pros:
  • Accessible and big presence in asia
Cons:
  • No real customer service just answermachines and bots

Preferred solution: Apology

User's recommendation: Use airlines with real people

Bodhi S

Infuriating lack of customer service

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The actual flight I took was fine. Average. But I wanted to Chang/cancel a later booking and there is absolutely no way to do so. Bo the ai is of less than no help and talks to you in circles. Further, its actually impossible to speak to an actual person. Bo will not let you through and any/all phone numbers that are supposedly for their customer support only go to voicemail. I called, I went through all the steps with Bo, I emailed, even submitted an online form. No response. No connection with an actual human. Will definitely avoid this airline in the future.
View full review
Loss:
$130
Pros:
  • Services by flight attendants
  • Cheap fare
Cons:
  • Customer support hiding behind chat bots
  • Customer support is virtually nonexistent

Preferred solution: Full refund

User's recommendation: Go somewhere else. Plenty of other options. Not worth it if you end up wanting to alter plans.

Johanna Lurae I

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Verified Reviewer
| map-marker Providence, Rhode Island

Cancelled flight and refused refund

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The Scheduled flight from Krabi to Siem Reap was cancelled by Air Asia. They rescheduled new flight but layover was too short for international flight.

I purchased a new flight and requested a refund of cancelled flight. They insisted I used the original ticket even though travel date was a month prior to traveling. I tried contacting via Bo (virtual assistant), email and even spoke to travel agents in person at airport. Several tickets were submitted with no success.

Agents stated there was nothing they could do. Wish I read reviews before purchasing a ticket from AirAsia.

I rarely write reviews but want to warn others on their scam. Avoid this airline at all costs.

View full review

User's recommendation: Scam airline - avoid purchasing from this airline.

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