AirAsia Customer Service Issues

Dear Sir, I am writing to inform you that we flew with AirAsia on March 16, [redacted], with the PNR Y7SY9D. Our flight details were as follows: AirAsia AK - 68 Thu, 16 Mar [redacted] HYD 23:55 Hyderabad - Rajiv Gandhi International Airport 06:40 KUL Fri, 17 Mar [redacted] Kuala Lumpur - Kuala Lumpur Terminal 2 Our experience with AirAsia on that day was exceptional. Unfortunately, we lost our One Plus Nord phone on the flight. We had placed it in the pouch in front of us and forgot to retrieve it upon disembarking at Kuala Lumpur Airport. We kindly request your assistance in locating our phone from the lost and found items, if possible. We are willing to provide any additional details needed by your department. Your help in this matter would be greatly appreciated. Thank you. Best Regards, J.S. [redacted]

I recently received an email confirming my flight booking but was informed that my hotel reservation was unsuccessful and not booked. As a result, I need a refund promptly. If the hotel reservation was not confirmed, I should have been notified earlier to avoid the credit card payment being processed. I kindly request that the general cashier or refund team initiate the refund for the payment made via credit card. I have attempted to contact your telephone number for the past two days during my days off without success. Please process the refund as soon as possible. Thank you for your attention to this matter. Sincerely, Aiko Ohno

I recently received an email stating that my hotel reservation was unsuccessful. I would like to request a prompt refund for the payment made for the hotel booking. It would have been appreciated to receive this information sooner. I made the reservation on April 2nd, and I was only notified yesterday that the hotel booking was not confirmed, unlike the flight. I kindly ask for the refund for the unconfirmed hotel reservation payment to be processed quickly. I appreciate your attention to this matter. Thank you. Aiko O.

I am requesting AirAsia to refund the amount I paid via my credit card. I received an email stating that the hotel reservation was unsuccessful. I tried to reach you by phone but was unable to get through to anyone. Being a new member, I was unaware of the extended confirmation process for bookings. It would have been appreciated if I were promptly informed about the unconfirmed hotel. I simply desire a swift refund for the hotel charge on my credit card. Please credit the amount back into my account promptly. Thank you.

Please refund the payment for my unsuccessful hotel reservation that I made with my credit card. I have sent several messages and tried calling without success. It is important to promptly return the money for an unsuccessful booking. I expect a swift refund for the hotel reservation that did not go through. Thank you.

I need assistance with my unconfirmed hotel reservation. I have already paid for it and received an email stating that a refund is being processed. When can I expect to receive the refund? I am having difficulty getting in touch with Air Asia. I paid for the full amount for the hotel reservation, so if it is not confirmed, I would like the payment refunded. Please return the money I paid for the unconfirmed hotel reservation that was charged to my credit card. I don't understand why my credit card was charged if the hotel reservation is not confirmed. I have received an email stating that the hotel reservation is not confirmed. Please process the refund promptly and respond to my query. Thank you. - Aiko Ohno

On February 27th, my girlfriend and I missed our flight from Kuala Lumpur to Melbourne because of a lengthy immigration queue, resulting in being denied boarding at the gate. We had to purchase new flights and accommodation until the next available flight. After reaching out through the app and speaking with Bo, I received a refund of $[redacted].44 AUD on April 1st for this flight. However, I am seeking a full refund since I originally paid $1,[redacted].46 AUD for the tickets. Looking forward to your response. Booking Number: U7NZ7Q Case Number: [redacted]28

Over the weekend, I made a reservation for a flight from Singapore to Kota Kinabalu. I mistakenly booked the wrong date, so I modified my ticket. However, I was charged double the ticket amount. When can I expect a refund for the overcharge? Additionally, I want to confirm that there is only one active flight on August 2nd, [redacted], as I still see the July 30th, [redacted] flight on the app, which I changed to August 2nd, [redacted]. Thank you for your assistance. My reservation number is FY5B7H, and my name is Boujahma Aziz.

I need to alter my flight due to an involuntary flight rescheduling. I received an email titled "Flight Reschedule Notice" on April 15th, offering a complimentary flight change within 30 days from the original departure date on the same route. I tried contacting Bo chat without success and also left a voicemail on April 17th but haven't heard back. I've submitted a case, but am still awaiting a response. Unfortunately, my attempts on social media have also been unanswered. What steps should I take next?

I am planning to travel to Bali, Indonesia this summer in [redacted]. I have been advised that I will need a letter from a government hospital explaining my unvaccinated status against Covid-19, supported by documentation from hospitals in China and from my doctor in the US. I kindly request Air Asia to provide me with a letter confirming that I meet the necessary boarding criteria via email. This letter would allow me to have assurance before purchasing my airline ticket, avoiding any issues upon arrival due to my unvaccinated status. Your assistance in this matter is greatly appreciated. Thank you.

I experienced a flight schedule change (D8KC2K) from Sydney to Auckland moving my travel date from Feb 21st to Feb 22nd, causing me to miss my connecting flight. An airasia agent in Melbourne assured me of a refund due to the airline's rescheduling. I submitted a claim on Jan 12 through the app’s case section but have yet to receive a response. Attempting to speed up the process yesterday, I encountered a glitch on the app, which led to the cancellation of the case. When trying to resubmit, I received an error message as the claim for that specific flight was already in the system. I am frustrated with the lack of resolution from airasia. Your assistance is greatly appreciated.

I noticed an unauthorized credit card transaction from Air Asia on my statement. My bank alerted me to the charge and flagged it as suspicious. It coincided with a legitimate purchase I made with Air Asia through trip.com. The bank then questioned another Air Asia charge that I did not make, leading to my card being blocked for security reasons. I have tried contacting Air Asia through their website's automated service, but it has not resolved the issue.

Hello, I need assistance regarding my upcoming trip from Indonesia to Thailand with my two children. We are waiting to receive our new passports, which requires a visit to Jakarta. I would like to purchase a flight with your airline from Jakarta to Bangkok on the same day we pick up the passports. The Russian consulate advised that the old passports would no longer be valid once we receive the new ones. Can you please advise me on how to reserve a ticket in advance under these circumstances? Is it possible to book the flight with the old passports? I appreciate your help. Thank you, A.D.

I have a booking with reference NZ7VPL for my Thai partner, Watsana Bunthue, and her friend, Waengdao Phunoi, on flight FD3011 from Don Mueang airport to Phuket on May 27th. However, I need to make changes for the return flight to Don Mueang but encountered an issue with the name entry. I made a separate booking for myself on the same flight with reference X15BSL. I modified the title from Mr to Ms for the first guest name to correct Watsana Bunthue's details. Please update the records for Booking reference NZ7VPL for the first guest name from Ms Ian Dowson to Ms Watsana Bunthue. Kindly notify me via email at [redacted] We are scheduled to return to Don Mueang on June 1st on flight FD3002 at 08:15, arriving at 09:35, and then continuing our journey by bus from Mochit to Chaiyaphum. I appreciate your assistance in making these corrections. Thank you, Ian Dowson

Hello, I am writing to request the cancellation of my flight scheduled for May 9, [redacted]. Unfortunately, I need to cancel my booking for two adult passengers under the name Mr. R. Khadgi (DOB: 30/11/[redacted]) and Mrs. P. Khadgi (DOB: 30/07/[redacted]) on flight number M82CUD, which was booked on May 4, [redacted]. The main reason for the cancellation is the unavailability of checked baggage on the corresponding flight. I have tried to cancel by leaving a voicemail and via Bo chat on multiple occasions since May 4, [redacted], without any success. I purchased these tickets through Edream, who informed me that I need to handle the cancellation personally as they do not have access to do it. I have attached the booking details for your reference and I am hoping for a prompt cancellation and refund process. Please contact me at (+61) [redacted] for any further assistance. Thank you, Ashmita Khadgi

I'm having trouble with my booking on book.com through go gate. My booking reference number is Q4P 4NM. I need to change my flight to leave on 14 May instead of 21 May for a funeral on 18 May. Go gate is not responsive, and I was told to contact Asia. I managed to reach them once, but they wanted to charge me $[redacted] extra to change my ticket, which is almost the cost of a new ticket with Air Asia. I am disappointed with go gate and book.com. Can someone assist me?

Hello, I recently paid for a flight reservation from Kuala Lumpur to Bangkok, but I received an error message during payment indicating it failed. However, my account was debited twice! I used two cards. The first one is still pending verification, and the second (Wise) shows the payment as already processed. I have proof of payment. I have not received any reservation. The last one was displayed and then deleted a few minutes later. I would like to know if the payments will be refunded. Thank you.

My flight is coming up in three days, and I have arrangements for three flights. I've managed to purchase baggage for the first two flights, but I encountered an issue with buying baggage for the third flight, which is my return journey. The system indicates, "You’ve not selected to check in this guest. You can manage your booking later to add a checked baggage for this guest." Our intention is to secure baggage for all three flights at once to avoid additional expenses at the check-in counter and to plan our budget effectively. We would like to avoid any uncertainties regarding baggage purchase for the return journey and make all necessary arrangements in advance.

I encountered an issue while trying to make a one-way booking for my partner (Watsana) and her friend (Waendao) with booking reference NZ7VPL on a flight dated June 1st from HKT to DMK. Unfortunately, the system would only allow my name to be listed as the primary passenger, which prompted me to adjust my gender and birthdate to match my partner's details since I couldn't change the name. I have previously purchased a ticket for myself, hence the confusion. I am seeking assistance on how to correct the first passenger name from Ian Dowson to Watsana Bunthue without altering the birthdate or gender, as they already align with Watsana's information. Kindly provide guidance on how to update the booking reference or advise via email on the procedures to follow, as I couldn't locate this option online.

Our original flight P3ETHC from Kuching to Sandakan with a layover in Kota Kinabalu (scheduled for July 6th) has been changed. The new flight route is from Kuching to Sandakan via Kuala Lumpur. We've been notified of this modification through two emails. However, we only have one confirmation number for both flights. While checking the AirAsia Super App, we can only see the first leg of the trip (Kuching to Kuala Lumpur). We are unable to locate the second part of the journey (Kuala Lumpur to Sandakan). We're unsure if this segment (Kuala Lumpur to Sandakan) is confirmed as we can't view it due to having the same booking number for both flights. We appreciate your assistance and look forward to hearing from you soon. Thank you. Ilse Hellemans Bernard Scheray Robbe Scheray Laure Scheray