On 21 Dec 2010, I took flight QZ 8396 with my wife for honeymoon to Bali at 11.50 am. Our flight landed at Denpasar airport app 2.50pm. Sadly, could not find my luggage on the conveyor hence, made a lost luggage report to Airasia vide the Denpasar airport authorities. At same time I did mention to personal in changes that I will going stay at Legian Kuta not as plan at Lovina Beach once found my luggage please given call to my mobile accordingly for me to inform the new hotel address. They did call me at 3pm on next day and I inform the Hotel detail accordingly to them, upon that myself and my wife tried calling the airasia customer service hotline in Bali but no answer for the next few hours until 7.30pm at last we decide to go to airport at Despasar to check the my luggage status and we found my luggage in on the way to hotel which I stay at Legian street and it been delivery at hotel 8.20pm

My complain

Customer service and the way they talk with customer at so rude!!! Anyhow this is budget airlines we are still pay for it we should received right service

Basically, I had to spend $ to purchase clothing’s, & toiletries, pay for return cab fare to Despasar airport to claim my luggage & Air Asia did not even have the courtesy to call & apologies or the least Airasia could do was to explain what the heck happened to my luggage!!!

Would be good if someone can advise me where to lodge a formal complaint to AirAsia


Best regards
G.Sivaganesh
[email protected]
60194721058

First time booking on line in Air Asia and given me a bad experience….. I made an online booking for travelling to Phuket on the 21st December (with booking number L36YFV) and from Phuket to Singapore on the 25th of December (with booking number E3QQKS) for Christmas holiday on the 19th of November. But due to the internet error the date issue happened to be 21st November. Affirming on the reliability of Air Asia I did not cross check with the travel booking. It was only on 21st December when I went to the airport the person in the counter pointed the error. I purchased 3 tickets for a monetary value of 16, 000 Bhat. When I together with 2 family members of mine did not check in at the airport on 21 November, 2010 and subsequently on 25th November, the airlines staff did not care to call or inform me, even if all the reservation has my contact details . Additionally I have already made a hotel booking in Phuket and in Singapore for the concerned date in December and now with the tickets not being available I have lost the entire amount. Since I was not able to avail the tickets at all I would want the airline to refund the tickets. Since this fiasco is primary owed to internet error and the airlines negligence--not following up on passengers check in information or being responsible, passengers should not suffer due to the Airlines negligence. Due to the negligence, I have lost money not only for one flight to Phuket but also money for tickets to Singapore and hotel booking. If I didn’t make it to the first flight on the 21st November and then the second flight on the 25th November, I deserved to at least get one call to tell me about my tickets. When I checked in with the AirAsia staff at the counter, they said that I could not get the refund as the date had expired and they simply refused to help me. I requested them to put us in another flight to Singapore (I was ready to lose my flight from Bangkok to Phuket), made several attempts waited 2 hours at the airport to see the concerned personnel tried calling in call center of Air Asia but no response. I have already lost a hefty amount and now have to make another booking to Singapore to save the and hotel return flight cost on 28th Dec, 2010 from Singapore (booking made in Tiger Airways and which was possible without any errors and hassle) Please give me ideas to highlight my complaints….. So frustrated with their customer service and the systems booking on line…..In cases like this airline personnel have to be accommodative as at the end it is all about good customer service and credibility of the airline, if this is how customers are responded, the way they are in loss due to the laxity of airline staffs airline will simply lose its credibility and trust from its customers and reading the forum i feel issues like this are already causing customer dissatisfaction. At this point fo time I am still looking for some recourse to mitigate my loss and I would like to claim for the refund from the airlines.

I was searching for a Air Asia Customer care service numbers & I came across an article which has giving words to my feeling, it was" It's pain to call air asia". However there was a reply from Mr.Tony saying that in february 2009 this problem has been overcomed. But let me tell you today is 26th November 2010 & the situation is still the same or should I say it is worst.
I am trying to call air asia from last 5-6 days to get back my money which was deducted from account but no booking was done because the server got hang in between. Everday day I am calling at least 2-3 times to air asia customer service but all I get to hear is promotions & promotions of air asia but I cannot catch hold of any operator/representative of air asia. Further to my pain, I was calling at a premim line for which I have to pay RM 1.95 per minute but still I hang up for more than 20 minutes no answere only promotions & promotions. Mr.Tony please give me some relief by letting me know how to contact air asia to get back my money.

Now I am fedup I dont know whom to contact to get my money back. Further more I did register myself for the live help. However I didn't got the email/message from Air Asia confirming my registration so I cannot login. I have tried to register using all my email id's but I didn't got confirmation for any of this email. Further more I lost time in doing all this & so my ticket cost is increasing day by day as the flying date is approaching closer & closer.

I, Dato' Ang Choo Hong and my wife Datin Tan Kim Lian booked the above flight online on 13-10-2010 with prebooked meals and paid for them (Total fare paid Rm602.00)
When we boarded the above flight on 13 Nov 2010 we were not served the above meals despite us showing our printed itinerary that showed the prebooked meals. Your SFA Muthukumara (2709) insisted on refering to her own document and not ours, and even comented that we may have booked a different flight.
Your inefficiency, uncaring and unprofessional attitude has caused us embarrasementand mental and physical suffering.
We now demand:
1. A refund of RM24 for the meals paid for.
2. An apology from top management
3. A token compensation of RM48 for the embarrasment, mental and physical suffering that we endured.
I would expect a personal response (not a standardised computer reply) within 7 days of this mail.

Dato' Ang Choo Hong.

Dear Dato’ Tony Fernandez (Though I know that this email will not be escalated to Tony),


I would like to log an official complaint on the AirAsia customer service.

The service provided was horrendous!!

On the 1st Sept 2010, I made a booking during your promotion; flying from KUL- BKK. At that point of time when the booking was made, the AirAsia site was hanged.

There wasn’t any confirmation after I have keyed in all my credit card details to make payment and it went back to the home page.

Therefore I’d assume that the transaction wasn’t successful and proceeded to make another booking and it was confirmed.


To my surprised, I received TWO travel itineraries thru my email the next day when I checked my email.

Immediately, I called your customer service hotline. After waited for more than half an hour, finally someone answered the call.

Having the confidence that AirAsia will resolve my issue, I did not take down the personnel’s name.

I have informed the agent my whole situation, that I wanted to remain the first booking i.e (Booking No: Y2YC3Y) and cancelled the second booking (Booking No: XZRSYR).

But the agent informed me that AirAsia is not able to refund the amount into my credit card and be able to refund via credit for future booking.

I have insisted it to be done or I would like to speak to a manager who make a decision.

A standard call center answer was given as usual..” oh my manager is having meeting. There’s no manager available. We will get someone to call you back”


After a week, I still have not received any call from AirAsia.

Therefore I made another effort to call AirAsia again and this time round I’ve spoken to Juliet.

Again I’ve explained myself and requested to speak to a manager.

The standard answer was given again. I refused to put down the phone because it was so hard to get to you guys and I know you guys will not call back.

True enough, I received NO call back!


A week later, I called and spoken to Loong. Again explained everything again, he was being rude and said will get some one to call me back.

This time around, the next day, I got a call from Esther. She told me that AirAsia will need to check whether there is any system error on that day and will get back to me in 3 working days. .

That means, u guys are doubting on customer words.

But it’s ok. I gave u guys a benefit of doubt, hoping that you will really check and call me back.

To my disappointment, NO ONE call me back ever since!!

What an appalling service!!

Your customer made the effort to follow up on the issue but you guys are taking it for granted!

Imagine the amount of time that I have wasted for all this awful service..


I demand an explanation and solution for the whole situation in 2 working days!

If there’s no appropriate reply from you guys, I will not hesitate to take this up to the press, blog and consumer rights!


Your disappointed customer,


Natalie Goh.