Air Asia

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

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.

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.

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.

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.

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.