AirAsia Customer Service Issues

Hello, Good morning, my name is Borrelli G. On June 14, [redacted], I booked a flight from Lombok (LOP) to Kuala Lumpur (KUL) with a departure at 17:15 and arrival at 20:45. While booking, the airline's website crashed without issuing any tickets. I checked my email, including spam, but received nothing. Later that morning, I made a new reservation for the same route, same names, and same times, and I successfully received the tickets via email (Booking n. GBC7KH). Upon reviewing my bank statement, I discovered that two transactions of the same amount were processed. I would appreciate assistance with transferring and refunding one of the two transactions. Thank you.

After checking in online, the website instructed us to proceed to our boarding gate. Upon reaching security, they requested the physical boarding pass instead of the electronic one we had saved on our phone. Despite searching for a kiosk or check-in station, they had already closed. Security recommended explaining the situation to the airline, but we were informed that boarding had commenced. My sister detailed our difficulties to the AirAsia representative, emphasizing it was our first time in Korea. Unfortunately, after the call, we were advised to book another flight. Having already spent our budget on enjoying our time in Korea, we inquired about a discount but were denied.

Subject: Booking Cancellation and Refund Request - Booking Number: MC47FH To Whom It May Concern, I am writing to request the cancellation and refund of my flight booking from Kolkata (CCU) to Melbourne - Tullamarine (MEL) scheduled for Wednesday, 26 July [redacted], under Booking Number: MC47FH. My name is Ali Ashraf Nehal, and my date of birth is 03/01/[redacted]. Unfortunately, due to a serious health issue, my doctor has advised me to rest for a few days. My passport number is A[redacted]1. I kindly ask for assistance in canceling my flight reservation and processing a refund for my ticket. Your prompt attention to this matter is greatly appreciated. Thank you for your understanding. Sincerely, Ali Ashraf Nehal

I bought an add-on for my flight to Manila, which was check-in baggage. After paying $[redacted] via debit card, I checked my transactions and noticed that I was charged twice. I only intended to purchase the check-in baggage add-on once. The transactions occurred at POS MC-PHILIPPINES AIRASIA in Pasay. The first transaction was on 24 Jul [redacted] at 02:36:17 PM, and the second was at 02:37:20 PM. I hope to receive a prompt and helpful response. Thank you.

We have a booking from Ho Chi Minh City to Colombo with a layover in Kuala Lumpur. We are considering departing from Da Nang on a different date and would like to inquire about changing the flight to Kuala Lumpur to depart from Da Nang instead. We understand there may be a fee of around 60€ per person for the new flight. Ideally, we hope to keep it as one booking and have our luggage transferred seamlessly. If this is not possible, we would like to know if we can still board the second flight from Kuala Lumpur without having to check in our luggage again in Malaysia.

I have a flight booked at 3:15pm on Saturday from KL to Jakarta with my family. We checked in a week ago. My family is still traveling, but I need to cancel or change my flight to one from Singapore to Jakarta on Monday morning. I cannot split the booking as we are already checked in. I am unsure how to proceed with the changes without affecting my family's booking. What are my options?

A few days ago, I made a flight reservation with AirAsia. Unfortunately, a family member has passed away due to unforeseen circumstances. We are unable to proceed with our travel plans and must be with our family during this time. I understand the challenges involved and kindly request the cancellation of our tickets with a refund to the extent possible. I appreciate your understanding and cooperation. Sincerely, Mrs. N.

I need some clarifications regarding my upcoming trip and airline policies. Firstly, I have a flight booked from Sri Lanka to Vietnam with a layover in KL for 13 hours. Would I need to re-check my baggage during the layover or will it be managed by the airline? My booking number is VVILXR. Secondly, I'd like to know the airline's policy on drones. Can I carry a drone weighing 249g in my carry-on luggage if the batteries are removed? Lastly, I'm unsure about the liquid policy. Can I pack multiple liquid items under 100g each in a sealed clear bag in my carry-on, for example, 20g of cream, 90g of cream, 50ml of perfume, and a 50ml of cream, all placed in a sealed clear bag measuring 20cm*20cm? Thank you for your assistance.

Hello, On June 26th, my green duffle bag from Culture Kings went missing while traveling with Airasia from Chennai to Kuala Lumpur and then to Sydney. It was initially my hand baggage, but an employee transferred it to the check-in area. Despite assurances from staff that I would receive it in Sydney, it has not arrived. I have been in touch with Swissport in Sydney, and they advised me to reach out to you directly. The PIR report is attached for your reference. I would appreciate your prompt assistance in locating my bag, as it contains valuable items. Thank you. Best regards, Abhuday Chouhan

In [redacted], I made a flight booking for [redacted] using my credit card with AirAsia. Due to the pandemic, the flight was canceled. Despite numerous attempts, I have yet to receive a refund. On a stopover at BKK airport in [redacted], I inquired at an AirAsia counter. They informed me that a refund was issued to my credit card account in [redacted]. Upon checking with my bank after returning home, no refund had been credited to my account. Furthermore, my bank mentioned that a refund to this account might not be feasible. I am still eager to receive the refund for the canceled flight but have been unsuccessful in dealing with the AirAsia chatbot. Any tips on how to bypass the chatbot would be greatly appreciated. Thank you.

I traveled from Phuket to New Delhi with my wife and experienced a [redacted]-minute delay that led to missing my connecting flight from Kuala Lumpur. The airport had no available flights to Delhi for another two days, so I had to choose between staying at the airport or flying to Kolkata, which was not my intended destination. I opted for the Kolkata flight as it seemed like the only feasible option at the time. At the airport, they promised a full refund for the original flight, but I had to book another flight from Kolkata to New Delhi for an additional cost of 20k. Two months later, they are denying the refund, claiming that I boarded the flight. I had no other choice but to board the Kolkata flight as staying at the airport without baggage was not a viable option for me.

Unfortunately, due to a serious health issue, I am unable to travel to Malaysia and Thailand as planned. The doctors have advised me against traveling as it poses a risk to my health and I require strict monitoring. I kindly request the references for my three bookings to either receive a refund or a flight credit for future use when I have recovered. Thank you. REFERENCES: 1* O128QL : FROM JEDDAH TO KUALA LUMPUR ON 10/08/[redacted] 2* I7G7HT : FROM KUALA LUMPUR TO PHUKET ON 18/08/[redacted] 3* T4CS5P : FROM PHUKET TO BANGKOK ON 28/08/[redacted] My name is Selly Ben Taleb, and my husband's name is Mr. Tegguez Mohamed Yassine. Thank you for your assistance.

I am in need of assistance with my travel bookings to Malaysia and Thailand. Due to a health issue, I am unable to travel as advised by my doctors. I kindly request the references for the reservations listed below, so I can arrange for a refund or flight credit for future use when I recover. Thank you for your help.**REFERENCES:*** Redacted: From Jeddah to Kuala Lumpur* Redacted: From Kuala Lumpur to Phuket* Redacted: From Phuket to Bangkok**The bookings are under the name Selly Ben Taleb and my husband's name is Mr. Tegguez Mohamed Yassine.**Thank you.

I need to change the dates of my flight to India due to the rescheduling of a conference from September 4-6, [redacted], to January 17-19, [redacted]. I have been attempting to contact Air Asia through various means, including Facebook, without success. Despite providing my booking numbers W4986L and XCM46U, they cannot locate my reservation. I tried accessing my booking on the website via my laptop but couldn't find it under upcoming flights. I then checked the Air Asia super app on my phone, where I found my booking, but changing the dates requires speaking to an agent, which has been a frustrating experience.

I tried to modify this booking immediately after making the reservation under Booking no. TVJVUR for a flight from Jakarta to Bali on September 8, [redacted]. I noticed the error and wanted to change it to September 9. The initial charge of $57.47 was billed to a Chase credit card ending in ----[redacted]. Despite multiple attempts, I was unable to update the date or cancel due to website issues. I had to pay an additional $16.04 to correct the date to September 9. The website's functionality was not user-friendly. I request a refund for this reservation to rebook the same flight for September 9 at a lower cost. Once this is resolved, I will proceed with booking additional flights on Air Asia. Thank you.

Subject: Disappointed by Denied Boarding Experience Dear Air Asia Customer Service, I am writing to share my disappointment regarding the treatment I received on August 3rd, [redacted], while trying to board flight X8MTSN from Delhi IGI Airport (T3) to Lucknow Chaudhary Charan Singh Airport. Despite arriving at the baggage counter at 12:17 PM with a web check-in done, I was shocked to be told I couldn't board, as the "boarding process" had ended an hour earlier. Despite explaining I had ample time to reach the gate, my requests were rejected, and the option to carry my luggage was ignored. Furthermore, receiving a call at 12:37 PM about the ongoing boarding process exposed the misinformation given to me, leaving me feeling mistreated and disappointed by the staff's lack of professionalism and care. I urge a thorough investigation into this incident and actions to prevent its recurrence. I seek an explanation for the denial and inconsistent information provided. Please acknowledge this email and update me on the steps taken to resolve this matter promptly. Thank you for your attention. Best regards, Y. Ojha

During our recent trip with AirAsia from Bali to India on July 30, [redacted], we faced several issues. We had prebooked seats 15A and 15B but experienced seat changes during web check-in, forcing us to pay again. Also, there was no arrangement for our bags, resulting in extra expenses of [redacted] INR for a visa on arrival in Kuala Lumpur to retrieve our check-in luggage. We would appreciate it if you could investigate this matter and confirm if the [redacted] INR will be refunded to us. Thank you for your attention to this matter.

I have booked a flight from Delhi to Bali with a 70-minute stopover at Singapore airport, which I feel is too short for a connecting flight. Therefore, I am seeking assistance from customer support to arrange an alternative flight for the Singapore to Bali connection. Itinerary: Departure: DEL (IndiGo) 9:50 PM IST Arrival: SIN (IndiGo) 5:45 PM IST Terminal T1 1 hour and 10 minutes scheduled layover at Singapore Departure: SIN (AirAsia) 19AUG1 6:55 PM IST Arrival: DPS (AirAsia) 19AUG 9:40 PM IST

Hello, I am writing on behalf of CESAR MATEO. My wife made a flight booking, and the confirmation number is P348VV. I kindly request a change to my flight to a later time because our cruise schedule has been adjusted, and we will need more time to get to Narita Airport from Tokyo for a flight to Manila around 11:20 AM. I am a senior citizen and cannot walk fast. Unfortunately, I have been having trouble reaching you by phone from Laurel, Batangas. Thank you for your assistance and understanding.

I have been trying to contact AirAsia from Laurel, Batangas using various phone numbers, but have been unsuccessful. I am frustrated with this issue. As a senior citizen, I need assistance. My name is Cesar De Leon Mateo, email address [redacted], and phone number 0[redacted]. My confirmation number is P348VV. My flight from Narita Tokyo to Manila on March 28, [redacted], at 11:20am, seems challenging to catch due to my cruise schedule. I will disembark at 7:30 am and need to travel by train to Narita airport, which takes 2 hours. I am requesting a later flight time to Manila. Your understanding is appreciated. Thank you.