AirAsia Customer Service Issues

I recently canceled my AirAsia flight from Singapore to Bali (Denpasar) using the chatbot AVA. Here are the details: 1. Booking no. – DTL8WV 2. Passenger name – Shyamasri Das Sharma 3. Flight details – Flight no. QZ [redacted] departing from Singapore at 16:15 on February 11, [redacted]. I canceled due to a medical emergency and received case ID [redacted]9. I provided a doctor's certificate as proof. Despite canceling, I haven't received a confirmation email from AirAsia. Kindly process the cancellation promptly and credit my AirAsia BIG account no. [redacted]. Thank you, Shyamasri

I need to cancel the bookings made under TZBUFP for Ms. Maria Magdalena Cabal and V5QGNA for Mr. William Cabal due to the recent travel restrictions related to the coronavirus. As US citizens, my husband and I were unable to board our flight to Manila on Feb. 10, [redacted], with Eva Airlines (LAX-TPE, TPE-MNL), Flight # BR015, due to the travel ban issued that morning for passengers from Taipei. We had to cancel our trip and are now requesting the corresponding refunds for our bookings. Please communicate with me via email regarding the next steps in this situation. If a refund is not possible, kindly provide a written response so I can explore other options to address our loss. Thank you for your assistance.

Our Celebrity cruise was disrupted due to the Coronavirus, redirecting us to Dubai instead of Singapore as planned on Sunday, February 16. Consequently, my wife and I are unable to catch our Air Asia flights from Singapore to Kuala Lumpur and then to Incheon. We understand the usual refund policy but are hoping for an exception from Air Asia due to the circumstances. Our record locators for these reservations are C8MVHB and OVG45P. This situation arose when we had to adjust our plans because of American Airlines' suspension of flights to China. We are seeking assistance in canceling these air tickets and would like to document any responses for potential compensation purposes with Celebrity. For communication, please reach us via text at (USA) +1 [redacted] as we have no phone access at sea. Thank you, Thomas M Presley.

Hello, I have a question regarding booking number WZDPRG. It pertains to a family trip to Lombok. Unfortunately, Joshua Brown is unable to go, and Beresford Brown will take his place. Is it possible to update the name on the booking from Joshua to Beresford? Please inform me about any associated fees. Additionally, we would like to include Jennifer Brown on this reservation and take advantage of any current promotions. Essentially, I need to switch the name from Joshua to Beresford Brown and add Jennifer Brown to the booking under the same flights. Thank you.

Hello, I am Christian K. I recently made a flight booking from Cebu to Manila on Skyscanner. I have not received a confirmation or itinerary email. Can you please assist me in checking the status of my booking? Although I do not have the reference number, the payment has been deducted from my bank account. Any advice on how to proceed would be greatly appreciated. Email: [redacted] Name: Christian K. DOB: 02.09.[redacted] Passport: C6223MNXY Flight number: Z2 [redacted] Date: 2.4.[redacted] Thank you.

Our flight got cancelled because of the Philippine government's ban on Taiwan. We canceled as instructed, but then the ban was lifted. I also requested a name change for one passenger through Twitter chat. I didn't get confirmation on whether the change was made. The chat system with AVA and Twitter was frustrating, and the Facebook link didn't work. Our booking number is F5ZNGA. I would appreciate speaking with someone. Thank you, - Charles D.

Hello, I am reaching out to share an unfortunate situation my wife and I encountered. We were booked to travel from Bangkok to Australia, but due to a sudden sinus infection my wife developed, we were unable to make the trip. With the current concerns about the Coronavirus in Southeast Asia and her fever, it was risky for her to fly. I attempted to contact the airline for a refund, but unfortunately, their website lacks a support number for direct assistance, only offering automated solutions mainly for flights from India. I hope to request a full refund for airport taxes and baggage fees, along with a travel voucher for the remainder of the ticket cost. Thank you for your consideration and support in this matter. Best regards, Chris

Hello, I would like to address the unexpected travel advisory concerning the Philippines from Taiwan that was issued after I purchased my ticket. The Air Asia agent informed me that due to the changes imposed by the Philippine Government, the ticket is refundable. It is concerning that the travel advisory was only displayed after January 28, [redacted], when passengers like me were not informed prior to booking. Despite indicating the ticket is non-refundable due to the date, please understand the situation and consider refunding the money, as this was unforeseeable. I kindly request a refund and a cancellation confirmation for booking number ZRR5NB to facilitate the process with my travel agent. Thank you, Esteven K. S.

To AirAsia - To Whom It May Concern, Booking Number: KQKB3YD Flight: Bangkok Don Mueang (DMK) to Chiang-rai (CEI) Date: March 9th, [redacted], Departing 1:55 pm / Arriving 2:20 pm Passengers: Mun Su/Lun and Chiew Yew/Loh Dear Sirs, I am writing regarding the booking referenced above with AirAsia. We had intended to take this flight following our Princess Cruises voyage, scheduled to arrive in Bangkok on March 9th at 9 am. Due to the cancellation of the cruise amid the COVID-19 outbreak and uncertainty regarding port availability, we are unable to make the flight. We visited the AirAsia office at Changi Airport Terminal 4 on March 18th around 12 pm seeking alternatives, but were informed that it would not be feasible to arrive in time for the flight to Chiang-rai. We were advised by your staff to formally request a cancellation due to this unforeseen circumstance and seek a full refund to a credit account for future use. They documented our situation and recommended submitting proof of the voyage cancellation. We await your prompt response within 1-2 days, understanding the urgency of our need to rearrange important commitments. Best Regards, Mun Su and Chiew Yew

Booking number: KQKB3YD Flight: Bangkok Don Mueang (DMK) to Chiang-rai (CEI) Date: 9 March [redacted], departing at 1:55 pm and arriving at 2:20 pm Passengers: Mun Su/Lun and Chiew Yew/Loh We were advised by your staff to officially request AirAsia for a cancellation of our booking due to unforeseen circumstances. We are seeking a full refund to be credited for future bookings with AirAsia. They have made a note for us regarding the cancellation and advised us to provide proof of the voyage cancellation. We are awaiting your prompt response within 1-2 days as we need to reschedule important meetings for our mission work, along with hotel and transport arrangements. Thank you for your understanding. Best regards, Mun Su and Chiew Yew

My brother has a flight scheduled tonight from Penang to Singapore with AirAsia, booking reference D2YMSJ for Mohd Faizal Shajahan. Due to his illness, he won't be able to travel today and is planning to fly tomorrow instead. His flight departure time is 21:00 with an arrival in Singapore at 22:25. I have been attempting to contact customer service since noon, but have been unable to get through. Given the strict entry restrictions in Singapore due to the current situation, where travelers might be denied entry if their temperature is above 37.5 degrees, I kindly request that my brother be allowed to reschedule his flight to tomorrow night, 28/02/[redacted], at the same time as today's schedule to avoid any issues upon arrival. He won't be going to the airport today to prevent any complications. Please send me an email to confirm if AirAsia can accommodate this request. We apologize for any inconvenience and appreciate your understanding during this challenging time.

I have an existing reservation with Air Asia under booking reference BR59RF. There are 6 passengers in the reservation. Three passengers are currently in the Philippines, while the other 3, including myself (R. Elias), J. Elias, and M. Elias, are in the US. Our flight from Manila to Caticlan on April 5, and the return on April 12, [redacted], needs to be rescheduled due to the coronavirus situation. The passengers already in the Philippines will proceed with the flight. I kindly request to move the flight for the three passengers from the US, including myself, to July. Your assistance in this matter would be greatly appreciated.

Booking Number: A8M4QE Guest Name: Dianne Laine Torres Guest DOB: May 22, [redacted] Email Address: [redacted] Query/Concern: Our flight was rescheduled by AirAsia due to network realignment. We were offered the option to rebook without additional cost. We've attempted through the app, but there seems to be an additional charge. Can you assist us in availing this option? Appreciate your help.

Dear Air Asia Team, I have a flight booked for my wife and me that I need to cancel due to the impact of the Coronavirus (COVID-19). I am requesting a refund to be used for a future flight to a different destination or on another date to the same location. How can you assist me with this request? Email: [redacted] Phone: +60 12 [redacted] Booking No: CGHKV Flight Details: - Departure: March 20 - Return: March 27 Passengers: - Akhtar Hossain - Mituli Hossain

Dear Support Team, I recently received an email informing me that my flight with booking number: Z5NE3A from Hong Kong to Bangkok, Thailand (FD509) has been canceled. Despite the absence of any current travel restrictions that would affect me, the flight was still canceled. I attempted to seek a refund via your AVA chat system, but unfortunately found it unhelpful and frustrating. The option given for a refund within 30 days is not feasible for me as I am scheduled to travel to Hong Kong in less than a month. I kindly request a quicker refund process, ideally within the next 7 days, to allow me to book an alternative flight promptly. I have encountered difficulties communicating my issue to AVA and found the service lacking in understanding and responsiveness. I have also had challenges reaching a call center that can offer human assistance with my concerns, as I was redirected to a center in India which could not address my issue effectively. Please acknowledge receipt of this email and assure me that the refund will be processed promptly. I anticipate a swift resolution, considering the quickness in which you collected payment for the flight. Thank you for your prompt attention to this matter.

I have been trying to cancel my flight due to COVID-19 for hours now. When I reach the point of inputting my Big Loyalty number, it indicates an error and directs me to contact Allstar. However, I have been waiting in the chat queue for eight hours without assistance. My flight is scheduled for today, but a travel ban was recently enforced. I urgently require help to cancel my booking. I have tried contacting AVA to no avail, and I am unable to find any relevant phone numbers or email addresses. As a teacher on a limited budget, I cannot afford unused tickets. Kindly assist me promptly. Thank you.

I booked a roundtrip flight from MNL to ILOILO for March 14, [redacted], returning on March 16, [redacted], under Sharmae De Guzman's reservation U2G87J. The departure flight wasn't cancelled, but the return flight was impacted by the lockdown. I am seeking a full refund as I didn't cause the situation and hadn't planned to cancel the flight. I am open to changing the flight dates if possible, with a similar itinerary leaving on Saturday and returning on Monday at the same times. Please provide me with available options. I prefer to converse with a live person and not the automated AVA service. Kindly contact me on +[redacted]61 or provide a working number, as the ones listed online have been unresponsive.

Hello there, I am an Australian currently in Vietnam and I am 75 years old. My family and the government have advised me not to travel due to the current situation. I have four bookings for flights between Australia and Vietnam: G49T8X, J4NFRK, L1SSQT, BQQ8FV. I am experiencing a lot of stress and difficulty trying to sort this out on my own without any help here. My name is Moustafa Ismail Osman. Please assist me wherever possible. Warm regards, Moustafa Ismail Osman

I encountered an issue with Air Asia regarding a double booking reference for my daughter's flight from Bali in January. Although I paid for the flight, my daughter was informed of an outstanding amount while we were abroad. We settled the extra payment, unsure if it had been previously made. Upon returning home, I filed a refund request. Air Asia acknowledged my case but I am still awaiting the refund. Despite numerous live chat attempts, the most recent response indicated a further 4 to 5 day wait. It has now been approximately 10 days with no refund received. My booking number is SP5ENR, with case number [redacted]4 dated 28/1/[redacted], marked as "approved." I kindly seek assistance in expediting my refund.

Subject: Request for Cancellation of Air Asia Flight Booking (PNRNo. RURE7S) Dear Manager, I hope this message finds you well. I am writing to bring to your attention the booking I made for two seats on Air Asia Flight (PNRNo. RURE7S) from Kolkata to Pune on 23rd March [redacted] for my son, SOUVIK BANERJEE, and his friend, TAMOJIT NATH. They were scheduled to travel for an examination at Pune on 24/3/[redacted], which has been postponed due to the current situation with the Corona Virus outbreak. Unfortunately, I am left with no choice but to cancel the tickets. Upon attempting to cancel the tickets online, I noticed a deduction of Rs. [redacted]/- per ticket, which poses a financial burden as they are students traveling for an exam. Since the new exam date is uncertain, I kindly request your assistance in canceling their tickets with zero cancellation charges and facilitating a full refund. I appreciate your understanding and cooperation in this matter. I eagerly await your response. Warm regards, S.S. Banerjee Mobile: [redacted]