My parents were suppose to travel from Manila to their hometown, Surabaya with Air Asia on Dec 6, 2008. This requires 2 flights, 1 from Clark(Manila) to KL, and 2 from KL to Surabaya. Both of them are in their 70's and my Mom has limited mobility and needed a wheelchair. So we tried to call Air Asia to ask for a wheelchair, but after being put on hold for 1 hour, the call center agent just told us that that's not part of their job, and we have to request for wheelchair with the airport.
So of course we requested in Clark (Manila) without problems. But it turns out their flight was delayed for more that 3 hours. The flight was suppose to be 11:45 arriving in KL at 15:40. Instead it departed at 15:00. Naturally, they try to follow up with Air Asia staff, since they are very concern about their connecting flight to Surabaya, which we already scheduled more than 3 hours apart at 19:00. But of course their answer is, there's nothing we can do, we are a point to point service. Which seems to be their mantra.

Still they arrive late in KL, and miss their connecting flight to Surabaya. As if that's not bad enough, the wheelchair they requested was not there in KL airport. The funny thing is, the flight attendant told my Mom during the flight that she should wait for her wheelchair when they arrive, so they do have a record of wheelchair request. That flight attendant has since conveniently left them alone in the airplane still waiting for more than 30 mins for a wheelchair. So after many phone reluctant phone calls, somebody finally got a wheelchair, but they insist they were not notify for it. And then the guy who pushed the wheelchair had the audacity to ask for more tip when they were leaving the airport. My dad did gave him some tip, but he said it's not enough. A far cry from Philippines staff in Clark who even refuse a tip and even help my Dad load and unload his bags in the Clark Airport.

Finally they got out of the aircraft, and pick up their bags, no one was there to help my elderly parents to carry their heavy bags around this airport to try to get their next flight to surabaya. Air Asia refuse to take any responsibility for the missing flight to Surabaya, they insist they are a point to point carrier and not responsible for any missed flights due to their delayed flights.

My parents has to go around counter to counter, and finally found a flight the next morning at 10am. They then take a taxi to find a hotel and pay for hotels and taxi with their own expense, without any help or even advise from Air Asia.

The next day, not wanting to miss their flight to Surabaya, they arrive early at 7AM. There was a long line at the check in counter, after waited in line for 2 hours, the person in the counter told my dad he was lining up at the wrong counter, he's supposed to go to the same counter he went to the night before, so carrying all his heavy bags, and my Mom in a wheelchair, he found that counter, where the person there directed him to go back to the first counter he went to. By the time he got there, the person in that counter told him he's too late, and the flight is full. So after being sent back and forth my parents was finally able to take the flight to Surabaya with this 10AM flight.

But my Dad, who has a heart condition was so tired from running around their airport with the bags that when he tried to sit down, he fell from his seat. What if he had a heart attack there, should Air Asia be responsible for this? What kind of policy do you have, that you don't take responsibility for your 3.5 hours delay? And what kind of staff you hired, that don't understand the meaning of customer service or even have a shred of compassion for this stranded elderly couple?

Never again would I ever fly Air Asia. Just because you're cheap doesn't mean you have a right to treat people this way.

Items were stolen from my bag while it was checked with the airline.
All efforts to inform Air Asia of the theft proved useless; I was repeatedly put on hold, disconnected, given incorrect information, etc. over the phone. Every time that I requested to speak to a manager (over the phone and in person at the airport) they were conveniently out of the office. In all, I spent 9 hours of my time trying to report the theft - and I still haven't gotten through! - very frustrating. They don't even care; it is clear that their policies are intended to actively deter customers from filing complaints or helping them with their problems. They don't care about their customers, and they don't care that they are employing thieves.

DO NOT FLY AIR ASIA - there are plenty of other budget carriers out there. Terrible, terrible company.

Very hard to get thru air asia phone included toll free, there no body pick-up or engaged only. I call since 11.30am until 4pm. Very bad...

I had fly with Air Asia a few times to Kota Kinabalu and last night when I arrived from Kota Kinabalu, I have a terrible experience with the wheel chair service personal. His name is Adaly. I arrived via AK5121 which touch down at about 1145pm. I had earlier book 2 wheel chair while I was in KK airport and paid the sum of RM12. When I arrived at KL, LCCT, the wheel chair personal said I have to pay extra RM12. What is this going on? We had an argument and want to put on the phone with the boss. When I ask I want to see the boss personally and he told me that the boss is not around. How would I know if he is cheating me? He also had become aggressive and even shouted at me and pointing finger at me. How can you have such person working for you? It will tarnish your image !!!

When I go to KK a few days earlier, KK side did not even asked me for any extra. Even your staff at KK check in counter did not even mention to me anything that I need to pay extra when I checked in.

And furthermore that guy (Adaly) said that he is from Caravan. But as far as I know, I am dealing with Air Asia and Air Asia at KK issued me a receipt, 1381596 and 1381595. He even very rude to me saying that if I don’t pay he cannot service me and just push the wheel chair like that. And on that wheel chair have 2 old passengers and one of them having walking difficulty. What if they fall down? Are YOU going to be responsible for it? Luckily I have friends with me and they helped me to push the wheel chair.

What kind of service of this that Air Asia is providing which is rude and also unsystematic on the wheelchair arrangement? As stated at your website ‘Yes, it will be provided upon request at the point of your check in at the counter before departure. Please note that a nominal fee of RM12 will be levied upon departure and only upon arrival to LCCT or Johor Bahru.’ From my understanding that I only need to pay once but why he ask for more?