AirAsia Customer Service Issues

Dear Sir/Madam, I am writing to inquire about the layover regulations at KLIA2 for my upcoming connecting flight. My booking number is XPELGL, made on June 16, [redacted]. The details of my flights are as follows: 1. Medan-Kualanamu to Kuala Lumpur (KNO to KUL) - Flight number: QZ [redacted] - Departure: Saturday, February 1, [redacted], at 11:55 AM - Arrival: Saturday, February 1, [redacted], at 2:00 PM - Airport: Kualanamu Airport to Kuala Lumpur International Airport 2 (klia2) 2. Kuala Lumpur to Taipei-Taoyuan (KUL to TPE) - Flight number: D7 [redacted] - Departure: Sunday, February 2, [redacted], at 7:35 AM - Arrival: Sunday, February 2, [redacted], at 12:20 PM - Airport: Kuala Lumpur International Airport 2 (klia2) to Taoyuan International Airport (T1) I have been informed of a flight rescheduling resulting in a 17-hour layover in Kuala Lumpur. As an Indonesian national, I can enter Malaysia without a visa. However, I am uncertain about leaving the airport during the layover and if I can have my baggage with me. I would appreciate your prompt response on the procedures for these concerns. Thank you. Regards,

Dear Sir, I was unable to fly this morning due to immigration being very full. We tried for four days to make a payment but were unable to complete it. We are passengers traveling on one ticket, with two others being able to fly. I did not have a chance to pay a penalty. Could you please change my date to the 26/12/19? My particulars are Mohameed Sithik Mohamed Anifa, booking number M8116R. I hope you will consider my request. Thank you.

Subject: Inquiry about Layover Regulations at KLIA2 Dear [Team], I am writing to inquire about the regulations regarding layover flights at KLIA2. My booking number is XPELGL (booking date: 16 June [redacted]). The flight details are as follows: 1. Medan-Kualanamu to Kuala Lumpur (KNO to KUL) - Flight number: QZ [redacted] - Departure: Saturday, 01 February [redacted], 11:55 AM - Arrival: Saturday, 01 February [redacted], 2:00 PM - Airport: Kualanamu Airport to Kuala Lumpur International Airport 2 (klia2) 2. Kuala Lumpur to Taipei-Taoyuan (KUL to TPE) - Flight number: D7 [redacted] - Departure: Sunday, 02 February [redacted], 7:35 AM - Arrival: Sunday, 02 February [redacted], 12:20 PM - Airport: Kuala Lumpur International Airport 2 (klia2) to Taoyuan International Airport (T1) I have been notified of a rescheduling that has extended my layover time in Kuala Lumpur to around 17 hours. I am considering finding a hotel during this time. As an Indonesian national, I can enter Malaysia without a visa. However, I would like to know if I am allowed to leave the airport during the layover and if I can bring my baggage with me. I am seeking clarification on the procedures for this situation. I appreciate your prompt response. Thank you. Sincerely,

Booking Number: H23JYW I am concerned about the discrepancies in the fares I paid for my flight. On December 8th, I paid 15,[redacted].47 pesos, yet on December 31st, I received a new confirmation claiming I paid 19,[redacted].00 pesos. I am unsure why the amount has changed. I have tried contacting customer service through AVA, email, and Facebook, but I have been unable to find a resolution. I would like to chat with a real person online. Additionally, I had initially purchased a "value pack" with specific seat assignments and additional services, but these are not reflecting correctly on my booking page. I also need to change my meal preference from vegetarian, but would like to avoid any additional charges for this modification.

I purchased the "Value Pack" which includes seats 21A & B for the outbound flight and 21E & F for the return, meals, and a baggage allowance of 20kg. However, this information is not displaying on my online booking page, and I have not received the booking confirmation email. The online prompt suggests adding extras, although I already paid for them. I do not wish to have vegetarian meals, yet there is an additional charge to change them. I want to retain the original "Value Pack" I selected, which cost just over 15,[redacted] pesos. It comprised two meals: "Beef Tapa with Scrambled Egg" and "Roasted Chicken with Black Pepper Sauce," along with checked baggage, the selected seats, and potentially insurance, though I am uncertain.

Hello, I am Esah Hussin and I would like to file a complaint regarding the dishonesty of AirAsia staff in the luggage loading section of our flight from Shanghai on AirAsia flight at 1:35 AM on 13/12/[redacted], arriving at KLIA2 at 5 AM on 14/12/[redacted]. I discovered that some luggage had been tampered with, resulting in the loss of valuable Disneyland keychains meant as souvenirs. I kindly request a review of our flight details and identification of the employee responsible for stealing customers' belongings on that day.

Subject: Need Help Canceling Duplicate Flight Booking I have been trying to cancel a duplicate booking but have been unsuccessful in reaching out to the airline and the third-party website. I am facing issues with receiving any response regarding the cancellation and refund process. Here are the details of the duplicate bookings: 1. Airline: Air Asia PNR: D5BT6X Passenger: J.H. San Pedro Route: Manila to Boracay 2. Duplicate Flight: Flight Number: Z2227 Date: 4th January [redacted] Booking Number: Z9274R on Trip.com While trying to book the flight from the UK for a friend in the Philippines, I faced payment rejections on Air Asia's website multiple times. Eventually, I booked the same itinerary on Trip.com through PayPal. Now, both Air Asia and Trip.com have charged me for the same booking. Trip.com states the ticket is non-refundable. I would appreciate guidance on how to proceed with canceling and obtaining a refund for the duplicate booking. Thank you, Harbinder H.

Subject: Flight Rescheduling Notification Booking number: KRLNKY Dear Guest, We regret to inform you that AirAsia flight AK5306 from Johor Bahru (JHB) to Kota Kinabalu (BKI) on 16 April [redacted] has been canceled. Your new flight details have been updated, please check your email for the updated itinerary. Please be advised that your pre-booked seat may have changed. You can re-select your seat or contact Customer Support for help. Arrive at the airport 3 hours before the new departure time to prevent delays at check-in. If the new schedule doesn't work for you, consider these options: 1. Change your flight within 30 days free of charge. 2. Get a credit account for future use within 90 days. 3. Request a full refund. For Credit Account or refund, visit support.airasia.com. We apologize for any inconvenience. Regards, AirAsia Regarding the flight change, I would like to request a booking date change.

I received a response from AirAsia on September 27, [redacted], but so far no action has been taken besides crediting the booking for a flight. Despite my efforts to contact them multiple times, I have not received any response. A flight credit is not what I requested. I am disappointed with their poor customer service and their failure to fulfill what was promised in the letter. Here is the message I received: Hi Deirdre Pears, Case No: [redacted]1 I appreciate your patience as we looked into your case. After careful consideration, we have decided to refund the processing fees for booking NQNJVL back to the original payment method. Your understanding is greatly valued. We apologize for any inconvenience caused and hope this experience doesn't discourage you from flying with us in the future. We look forward to welcoming you on board an AirAsia flight. Thank you for choosing AirAsia. Sincerely, Chloe from Customer Happiness at AirAsia

I recently experienced a distressing situation while attempting to board a flight with my wife. Despite possessing passports with sufficient pages and validity, we were denied boarding. We were inconvenienced with additional expenses, including hotel and taxi costs, and missed a scheduled meeting. I am disappointed by the lack of professionalism and communication by the airline staff, as they only spoke Thai and were unhelpful when asked for clarification. I am now seeking a reliable airline that values customer service and provides accurate information and assistance. This experience has led me to question the treatment of loyal customers like myself, who have paid for club memberships and additional baggage, compared to others who may board without extra charges. I am seeking fair treatment, compensation for the incurred expenses, and a resolution to this situation so that we can proceed with our trip to Manila as planned. Thank you for your attention to this matter. Sincerely, Ian Philip R. Membership Number: [redacted] Contact: [redacted]

Good afternoon, my name is Bita Zahra. I am reaching out on behalf of Mr. Lazuardi Nasution, the Trade Attache in the Embassy of the Republic of Indonesia in Manila, the Philippines. I am inquiring about Mr. Nasution's flight receipt for flight No. QZ [redacted] from DMK to CGK, as it was not provided. Additionally, I would like to discuss the flight delay that caused Mr. Nasution to miss his connecting flight on the same day, resulting in him having to book a new flight for the following day and make a hotel reservation. A complaint has already been filed with AirAsia under the number [redacted]4 for compensation. I am emailing to request a follow-up on this complaint. Thank you for your attention to this matter.

Hello, I would like to make a change to my booking number ZTERFF with Wotif. My departure date is currently set for February 17th, and I am scheduled to arrive on February 22nd Australian time. Unfortunately, I recently underwent surgery and my doctor has advised me not to travel to Asia until March due to the Coronavirus and my ongoing treatment. I am flying with AirAsia and I am not seeking a cancellation or refund. Instead, I am kindly requesting to change the return date for both travelers to March 30th to April 3rd. Wotif has informed me that the necessary adjustments with the hotel have been addressed on their end. I apologize for any inconvenience this may cause and appreciate your understanding. This change is unexpected due to my medical situation. Thank you, Malina M.

My partner has a deep vein thrombosis and is unable to fly, so we need a refund for two flights to/from Malaysia in two weeks. Additionally, two other travelers are canceling on the same booking. I am still planning on traveling. AVA is requesting the email address used for booking, but I no longer have access to it. Despite speaking with AllStar three times, they redirect me to AVA. Since I cannot cancel the entire booking while I am still traveling, I am considering visiting the Air Asia office in Brisbane or the airport for assistance.

Hello, I am writing to formally file a complaint regarding the following issue. On January 31, [redacted], my flight to Kuala Lumpur from Terminal 4 was scheduled for 10:05 am. Despite arriving at the check-in counter at 9:10 am, my wife and I were denied entry by the counter staff member, Aishah. Aishah informed us that the check-in had closed one hour before the flight, which was different from our previous experiences with AirAsia where we were able to check-in 45 minutes before the flight. After some insistence on our part, Aishah reluctantly offered us the option to reschedule for the next flight, requiring us to pay an additional fee. To add to our frustration, another passenger who arrived behind us was allowed to check-in and board the flight after being instructed to rush to the gate. I was shocked by this inconsistency in service and treatment between passengers. Although we were only 5 minutes late due to heavy morning traffic, we were not shown the understanding and flexibility that we had hoped for as frequent flyers. In the end, we had to pay extra fees for the next flight (AK [redacted]) at 12:10 pm. I have attached the details for your review. I kindly request for this matter to be investigated promptly and for a response at your earliest convenience. Thank you, Han

Booking Number: BZV3RM Guest Name: NG JIA YING Email Address: [redacted] I am writing to request assistance regarding my flight booking due to the uncertain situation in Macau caused by the novel coronavirus outbreak. I had to change my original flight (Booking NO: Q6R5GE) from 04 Feb to 13 Feb because of the school class postponement in Macau. However, with the latest announcement extending the class suspension, I am unsure of when I can return to university. I kindly ask for a free change, credit booking, or full refund for my flight so I can align with Macau's class resumption. It would be greatly appreciated if AirAsia could consider helping us, Malaysian students in Macau, in this challenging situation, as mainland China flights are eligible for full refunds based on the Wuhan pneumonia policy stated on your website. Here is the link to the University of Macau's official announcement for your reference. Thank you for your attention to this matter, and I eagerly await your response.

Dear Customer Service, I am writing to inform you that we have made the decision not to proceed with our trip to Hong Kong on flight FD [redacted] from Don Mueang - Bangkok this morning. This choice has been prompted by the current health crisis in China related to the Coronavirus outbreak. We are concerned about the risks involved in visiting China at this time and the potential of being stranded in Hong Kong if borders are closed. We attempted to reschedule our flight for October [redacted] on Saturday morning, however, we were surprised to find out that we were no longer able to make changes on your website within 48 hours of departure. Our return flight, FD [redacted] from Hong Kong next Saturday, can still be rescheduled, but it would not make sense without changing our outbound flight. Given the extraordinary circumstances worldwide, we kindly request your assistance in allowing us to reschedule our entire trip to October. We are willing to pay any additional fees required. Thank you in advance for your understanding and cooperation. Best regards, Thierry

On February 6, I purchased tickets on AirAsia.com for flights from Phuket to Siem Reap on February 14 and a return to Siem Reap on February 16. I specifically selected and paid for direct flights. However, the email I received contained tickets with a transfer instead of the direct flight I booked. When I contacted the call center, I was informed that changes and refunds are not allowed. This was certainly not the service I expected, as I had paid for direct flights. I had no choice but to purchase new tickets for the return journey with direct flights due to this error on your end. I kindly request compensation for the expenses incurred to rectify this oversight. The initial booking reference is P9Y9QE, where the return flight included a transfer instead of the direct flight I had paid for, leading me to purchase new tickets with reference SV653C for the corrected return journey.

I am looking to receive the maximum refund for canceling my entire booking linked to reference V2TG5T. The itinerary consists of round-trip flight tickets from Jaipur to Bangkok (Don Mueang) for Aditya Shivahare, Manjari Shivahare, and myself, Vikram Shivahare. I initiated a request through a chat with AVA, resulting in the case number [redacted]9. Subsequently, I received an email from [redacted] with the subject line "Refund Processed ." I am uncertain whether this refund covers both flights for all three passengers on the itinerary. I seek clarification on this matter and aim to maximize the refund for the entire booking for the trip from Jaipur to Bangkok and back for all three passengers from February 12 to 21. Thank you for your assistance!

I have rescheduled a ticket for three people from April 27, [redacted], to April 15, [redacted]. One person now needs an earlier flight on March 15 due to unforeseen circumstances. There is a pending payment for the initial rebooking. I now need to adjust the booking once more for that individual to a different date, but I am unable to do so because of the pending rebooking fee. I kindly request to have the rebooking fee of 3,[redacted] waived due to the multiple ticket reschedulings.

Hello, my name is Wei Li. I purchased a ticket from Taiwan back to Cebu, Philippines via AirAsia. Unfortunately, the flight to Taiwan with a stopover in Beijing was canceled due to the coronavirus situation. As a result, I am unable to travel to Cebu or return to Taiwan. I am requesting a full refund for the canceled tickets. I have been unable to find information on how to proceed with the refund through the chat topics or the prerecorded options at the India call center. The booking numbers for the flights are C2CPVG and P2S82T. You can reach me at [redacted] or [redacted] I am looking forward to your response. Thank you. Wei