AirAsia Customer Service Issues

Name: Y. Qi Booking ID: HSSFGN Payment Method: CIMB Clicks Issue: Air Asia cancelled booking but payment was processed Yesterday, I used CIMB Clicks to make a flight ticket payment, but did not receive a boarding pass. When I checked the booking, it requested another payment despite my initial one. I chose not to double pay, the booking got cancelled within an hour, however, the payment was deducted from my CIMB account. After contacting CIMB, they confirmed the successful transaction and advised me to reach out to Air Asia. I would like to know if the booking still stands or if a refund is possible since the payment has already been processed.

I am facing an issue with my upcoming flight from Bali to KL on the 3rd of January. I made the booking and paid for it back in March. My reference number for the booking is BS91RS, and the flight number is D7 [redacted] with Airasia. A representative from Airasia contacted me in late November to inform me of an aircraft change for my flight next year and assisted me in securing a seat on the new aircraft. Due to the absence of premium flatbed seats on the new aircraft, I was advised that I would receive a refund for the price difference between the two classes. However, my latest itinerary for the trip now indicates that I need to make a payment, suggesting that my flight is not confirmed despite having settled everything and been promised a refund. I have reached out to Airasia about this matter, but no resolution has been provided thus far. I am concerned as I cannot check in online or travel on the scheduled date unless these issues are promptly rectified. Thank you.

Hi, I checked in online this morning around 10:30 a.m. The booking code is VT66WG, and the passenger is C. T. Leng. Unfortunately, I encountered an error preventing me from printing the boarding pass. The error message reads: "Server Error in '/' Application. Runtime Error." Even when attempting to reprint, the same error persists. Could you kindly send the boarding pass to my email address? Thank you.

Last night, I made an online booking through the AirAsia app for a flight from Manila to Iloilo. After booking, I received two confirmation emails, and upon checking my debit account, I noticed that I was charged twice. I am now unsure about the timeline for receiving a refund. Would it be better to get a refund or utilize the duplicated booking for another trip? Are refunds only valid for 90 days? I am worried because I am not a resident of the Philippines and only visit once a year for vacation. I fear that if I do not receive a refund and decide to use the duplicate booking for another journey, it might get forfeited.

Subject: Assistance Needed with Flight Connection Issue I am seeking assistance regarding a situation that occurred on my recent trip. I had booked a flight from Da Nang to Phuket through "KIWI.COM" on Skyscanner, with connecting flights on AIR ASIA and THAI LION AIR. Unfortunately, a problem arose during the AIR ASIA flight from Da Nang to Bangkok. Due to a mistake made by AIR ASIA representatives regarding my girlfriend's visa validity, we missed our initial flight. Despite their error, they were able to put us on the next available AIR ASIA flight to our destination. However, this delay caused us to miss our connecting flight with THAI LION AIR. I am seeking the following resolution from AIR ASIA: 1) A refund for the missed initial flight from Da Nang to Bangkok. 2) Compensation for the cost of purchasing a new connecting flight from Bangkok to Phuket, including luggage expenses. 3) Compensation for the resulting delay of 6 hours in reaching our destination. I have documentation of the incident and information about the AIR ASIA representative involved. I would appreciate assistance in addressing these issues promptly. Thank you for your attention to this matter. Best regards, Paul R.

I spoke with Tram last night. She informed me that she would send an email to [redacted] to confirm my order: 2 roast chickens with pesto sauce and 2 cups of tea for our flight QZ535 on the 18th of March, for Heather T. and Maree A. Tram was also going to confirm the change and payment for a 20kg baggage on the return flight QZ544 on the 25th of March. Additionally, she arranged and paid for seats A and B in row 7 on the flight from Perth, QZ535, and the return flight. I am requesting assistance in following up on the email I have not yet received, as I need the confirmation for airport procedures. Thank you, Heather.

Hello, I lost my iPad and Kindle on a recent flight from Siem Reap to Bangkok on 2/13. The flight number was FD [redacted] and the booking number was H32 HQR. They were in a grey wool case with a leather snap closure, and the iPad is in a pink case. I believe I lost them between check-in at Siem Reap and leaving the airport in Bangkok. If you have found them, I would greatly appreciate it if you could send them back to me. I am willing to cover all shipping costs and offer a reward as a token of my gratitude. My friend, Taunya Buecker, made the booking, and my name should be on the items. Thank you for your help. Best regards, Michelle Roenke PO Box [redacted] Bethany Beach, DE [redacted] OR [redacted] Coastal Hwy. Fenwick Island, DE [redacted] Email: [redacted] Phone: [redacted]

Dear AirAsia, I am contacting you regarding my mother and her sister's upcoming flight from Cebu to Manila on March 8, [redacted], Flight Z2 [redacted]. My mother, Trinidad C. Catarig, booking number I2JSKE, has unfortunately been diagnosed with Aortic Valve Stenosis and is advised against traveling due to her upcoming open heart surgery on the same day. We booked the tickets before knowing about her condition and would like to request a refund. Her sister, Suzette Acedera, booking number HWQJXS, will be accompanying her for the surgery. We can provide a medical certificate if needed and are willing to provide hard copies of the documents if necessary. We are located in Cebu and would appreciate guidance on where to submit the documents if required. Thank you for your understanding and prompt response. Sincerely, Jefftrin Catarig

Booking Reference: RT8QYJ Incorrect Name: AISYAH FATHIHA BINTI MAALIF Correct Name: AZIZUL FIKRI BIN MAALIF IC Number: [redacted]77 Flight Numbers: AK [redacted] (KUL-BKI) and AK [redacted] (BKI-KUL) I am providing all the necessary details here. The issue I am facing is with the booking reference RT8QYJ for the flights between KUL and BKI and vice versa. All details like IC number, date of birth, and gender are correct for my brother, except for the name, which is mine. I have already submitted the required documents for Name Correction verification as requested by AirAsia support via email. However, I have not received any response yet. My flight is approaching soon, and if I cannot correct the name on this booking, I will need to purchase another ticket. I am hoping for a prompt response from your team. Thank you for your attention to this matter.

I recently received an email from AirAsia on March 24, [redacted], regarding a flight reschedule for my booking number OMNJFP. The new schedule is for flight QZ [redacted] from Kuala Lumpur (KUL) to Surabaya (SUB) on July 26, [redacted]. The departure time is now at 2:10 PM, with an arrival time at 3:50 PM. I would like to request a change to my flight to the following details: New flight details: Departure: Kuala Lumpur (KUL) to Surabaya (SUB) Departure date: July 25, [redacted] Departure time: 9:05 AM Arrival time: 10:45 AM I kindly request your assistance in making this change and booking the new flight for me. Please update me on this matter promptly. Thank you. Regards, Julie L. Tel: [redacted]

My name is Ramalingam, and I have a booking number KTNVHG for 5 people. Initially, the flight was scheduled for May 16th to Penang with a return from Penang to JB on May 18th, which was paid for at RM [redacted] and confirmed. However, my son unknowingly changed the flight to May 17th to Penang and returning on May 19th, resulting in the cost increasing to RM [redacted] with an additional change fee of around RM [redacted]. I have not paid this amount yet. I'd like to revert to the original flight or request Air Asia to waive the RM [redacted] fee due to the accidental change. If that's not possible, I'd appreciate the opportunity to select another suitable schedule without incurring the extra charges. The online system is currently only allowing me to proceed with the increased payment. Your understanding and assistance in this matter would be greatly appreciated. Thank you.

Yesterday, I selected 2 return flights to KL from Singapore on Air Asia's website, but the payment failed. I proceeded to book with another provider. Today, I received an email from Air Asia with a booking reference JVYNTD. However, on the Air Asia app, it shows the selected flight details with outstanding payment. I want to ensure no booking is confirmed, and I won't be charged by Air Asia. I tried contacting their chat bot but did not get a resolution. Your assistance is appreciated. Thank you.

I am planning to travel to Hong Kong, Indonesia, Malaysia, and Japan with AirAsia. I need to bring my power pack, which weighs 1.5kg and contains a 146Wh grade A battery. I am aware that lithium batteries between 100Wh and 160Wh can be carried in hand luggage with the airline's approval. I am unsure if my power pack will be accepted, and I am worried about losing it. I would like to understand the process for requesting permission to bring it in my carry-on baggage. Any guidance on this matter would be greatly appreciated. Thank you for your assistance, Best regards, Patrick M.

On March 21, [redacted], I made a flight booking to Kuching, which was confirmed, but I did not receive an email confirmation. After contacting Air Asia and Public Bank, I received a copy of the flight details from Public Bank yesterday. I suspect I may have mistyped my email address. To summarize, I am supposed to fly to Kuching this Saturday, May 25, but I need to reschedule my flight to the end of July due to a delay. The flight details are for flight LZL97K, a low fare departing at 3:50 pm. I urgently need to know where I can go to make these changes. Additionally, could you provide me with a Customer Service number to call regarding this matter?

I am planning to travel to South Korea, Hong Kong, Indonesia, and Malaysia with my 146Wh lithium battery. I know that for batteries between 100Wh and 160Wh, I need airline approval to carry them in my hand luggage based on IATA regulations. Can you please advise me on how to seek approval from AirAsia for my 146Wh battery ahead of time? This battery is not for a smart bag but an external spare battery. Thank you for your assistance. - Patrick M.

Dear Sir/Madam, I made a booking for 4 tickets from Kochi to Bangalore for the 7th of June. The reference number is [redacted][redacted]. The airline Passenger Name Record (PNR) for Air Asia flight I5-[redacted] (Kochi to Bangalore at 22:35 on Friday, the 7th of June, [redacted]) is X3N1TK. Unfortunately, my son Pradeep Sudheer fell seriously ill all of a sudden, and we had to rush him to a hospital in Bangalore at 1 am on Saturday. Due to his condition, he is unable to fly, and I kindly request the cancellation of all 4 tickets. I can provide his hospital admission card and will send the necessary documents such as the discharge summary and medical reports once he is released. Please proceed with canceling the tickets and arrange a refund for me on compassionate grounds. Thank you, Sudheer Note: The outgoing ticket was with Indigo, and they have assured me of a refund. This request pertains to the return ticket.

My brother needs a copy of his boarding pass for his MNL-TAC trip which will be refunded by his company. Unfortunately, he lost the original and is seeking assistance in obtaining a duplicate. We are kindly requesting your office's help in providing a copy of the boarding pass. Booking Reference: U42UHH Route: MNL - TAC departing at 4:35 PM on May 27, [redacted] Despite our efforts to retrieve the boarding pass through the mobile app and contacting the PH customer hotline (+63 2 [redacted]), we have been unsuccessful. Therefore, we are now resorting to email in the hopes of resolving this issue promptly. Thank you for your prompt attention to this matter.

I made a flight booking using my Parent's frequent flyer ID, and everything was correct until after payment. The name on the email confirmation was changed to my Parent's name instead of mine, although the date of birth was still correct. Additionally, my food selection was incorrect. I am quite worried and hope to hear back from you promptly to resolve this issue together. Thank you. The email ID used is [redacted], but I would prefer communications to be sent to my personal email address instead.

Hello, My name is Riccardo Pironi. I made a flight booking with Expedia (ID: D1L09YG44) for three people from Kuala Lumpur to Hong Kong on April 27, [redacted]. I was informed by Expedia that I need a "Refund code" from the airline because I purchased insurance for this flight. Can you please provide me with this code? Feel free to contact me via email if you require any additional information. Thank you, Riccardo Pironi

I paid for my father Antonio P.'s ticket yesterday at Cebuana Lhuillier Sunny Brooke Branch Gen. Trias, Cavite with the booking number CUYG5G. However, on my bookings page, it shows that payment is still needed when it was actually settled yesterday morning. After checking my records, his reservation is not visible now and I paid at Cebuana Lhuillier just an hour after booking on my phone. It appears there may be an issue with your system not processing payments through your partner. I typically choose AirAsia and am disappointed with this situation. I urge you to address this promptly since the payment has already been made. I have attached the proof of receipt and Cebuana Lhuillier's email confirming the payment to my message to AirAsia. Kindly review my emails from yesterday. Thank you and God bless!