have flown Air Asia a number of times without a hitch till now - enquiries on the phone lead nowhere - I was given a reference number, put on hold and then cut off. When I again got on to someone and gave the reference number it didn't mean a thing, the person had no idea what my problem was and I had to go through the whole thing again and again to no avail, the person on the other end had no idea what to do with my query. I then emailed via the Air Asia website - received a request fro the same information again which so replied with the information only for the email to bounce back as it was a no-reply address. They need to train their ground people much better and I must add that I have absolutely no complaints about their flight staff, they are courteous and well groomed and obliging.

Air Asia advertises that everyone can fly. Just because it is cheap, Air Asia take liberty to reschedule flights which it has already sold. This is happening to some of us for the flight from Brunei to Kuala Lumpur. As passengers, we are not allowed to change our flights without penalty. But why does Air Asia continue to sell the flights which they are planning to reschedule? because of this rescheduling we have to change our conecting flight which is charged extra and also for a hotel room because we have to fly the day before. We lose out in terms of time, money and it turns out to be too much a hassle that I no longer trust to fly air asia anymore. The risk is too great. And dont tell me to buy insurance!!!

Since Air Asia does not take my complaints seriously when i tried calling them, I just share my horrible experiences with all my friends and others.

No more air asia for me!!!

Our Air Asia flight from KL to JHB (AK5276) on 22-Dec-2009 was delayed an hour from 2115 to 2215. This is the 2nd time delay after our previous delayed flight from KL-Langkawi (AK5328) on 20 Dec 2009 from 1610 to 1730. The good things is we had bought Air Asia GoInsure Travel Protection Insurance and it does covered flight delayed. The bad things was, we only can claim if the delay time is 6 hours long, no less (this is for domestic travel, for international you have to check). In addition, to make a claim (if you are entitled to do so) you need to surrender a written report from Air Asia for the delayed confirmation (this is because the Insurance services is from another company and not managed by Air Asia). Just imagine the work need to be done for making claim here. There are also a lot of hidden policies for this insurance which is more likely to secure money from customer than protecting them (i remembered the CEO saying that they are making profits over it, i don't blame him, it's a business anyway). To conclude, buying an insurance for traveling with Air Asia is an option but does it really providing the cover you need? And is the process of making the claim is at ease? Please re-think again before buying GoInsure with Air Asia. BTW, why you need a travel policy anyway? All air services company is responsible for its passenger safety during travel. Adios!

Rgds
M.Jihadi
Johore, M'sia

Hi everyone,
My wife booked a flight through Air Asia's website here in the UK.

The transaction, after proceeding to the very end returned an error! With nothing other than a case code!

She has spent an hour and half on the phone (they have a toll number here in the UK) at her cost, trying to work out what happened and how to avoid being charged twice!

The phone assistants claim IT has finished for the weekend (nothing outside Mon-Fri 9-5pm) and it maybe that her booking will be fixed by IT and go ahead, in the meantime she has to book a flight with THE EXACT SAME details as previous (no details provided, no verification email, no nothing) or else be charged for both bookings!

The assistance by phone offer NO ASSISTANCE outside IT support hours, claiming that it will not be until Monday sometime (depending on IT ) .. and also when she intends to be flying ... that IT will be able to clarify what happened!


So despite a case code (they can't trace records from this), no IT support for this issue, no help from the booking support phone assistant's and no manager offering ANY SUPPORT .. we have to take all the risk on a £1000- flight. They refuse to assist us, despite the cost of this (highly inflated) Christmas flight (to visit unwell uncle!). Subsequently we realise there are other flights, only costing marginally more, offering MUCH LESS difficulty!!

THIS IS AN UTTER DISGRACE ... this is AIR ASIA .. PLEASE don't make our mistake, PLEASE use another airline. This is OUTRAGEOUS and totally lacking in any form of customer service. It has been a horrible experience.

I will gladly offer further details to anybody interested in knowing more. We are in the UK, please benefit from our bad experience. Look for following letters to the Straits Times :)


We are very angry and disappointed with this lack of customer service - it's not like we have bought a cheap consumer item - this is costly flight at a difficult time!


GET REAL AIR ASIA. And remember one customer with a bad experience will tell many, many other potential customers to go somewhere else.


AndrewH ([email protected])

My father flew with Air Asia for the 1st time today and being elderly and new to LCCT, my sister requested for the check-in ground staff to assist him with the boarding. They were really obliging and were all smiles on her request; but he was soon misdirected all over and eventually was informed that his slight had flew off early- by Air Asia staff no less!

What's worse- upon collection of his luggage, a zipper had been pried off while another tampered with. These were all locked in the first place. What an experience with this stupid airline!

Air Asia may be cheap but it's useless if it can't deliver what it overpromises! I now realized that MAS may be priced higher, but at the very least it delivers what it says.