AirAsia Customer Service Issues

I made a reservation through AirAsiaGo for a round trip flight+hotel from Kuala Lumpur to Langkawi for my family of 3 for March 17 to 23, [redacted]. Unfortunately, our return flight was canceled due to COVID-19, causing a lot of trouble. The earliest available AirAsia flight to KL is on May 1, leaving us with 9 additional days of expenses. It is costly for us to stay in Langkawi during this period, as we are also paying rent in KL. I considered alternative options like taking a ferry to Penang, staying one night, and then catching a flight to KL. However, this would incur extra costs and inconvenience. I am puzzled by why there are still flights from Penang to KL if safety is the priority. I wonder if traveling by ferry or bus is safer and if AirAsia will cover these additional costs. It would be preferable for AirAsiaGo to arrange a flight from Langkawi to KL for customers like us. I hope for a satisfactory solution from AirAsiaGo.

I believe my booking to Malaysia on March 30th is being processed. However, I am unsure because on my Big Loyalty screen, the flights are marked as "New." I assume they will be addressed soon since they have been there since March 17th. Due to the travel restrictions out of Australia and the suspension of flights from Avalon, along with the entry ban to Malaysia, I hope AirAsia will provide clarification promptly. I am curious if they send emails to notify us when cases are resolved or if they inform us of flight cancellations.

I had a flight booked from Penang, via KL, to Osaka and then to Honolulu. AirAsia canceled my flight and originally offered a full refund to the card I used for the ticket purchase through the app. However, now I am only being given the options to "move trip" or "credit account." Since I do not live in Asia and won't be returning for a few years, I have no use for another flight or an account credit. I need assistance in receiving the refund as per AirAsia's refund policy.

Regarding your AirAsia tickets with reference PNR-T3MEYZ/[redacted]9, I regret to inform you that the passengers, including Maleka Khatun, are currently stuck in Bengaluru due to the lockdown in India. They are quarantined at SAI U.B. Guest House and unable to access Sri Sathya Sai Institute of Higher Medical Sciences for urgent treatment. Please assist in rescheduling their flight from Bengaluru to Kolkata promptly at no extra cost, as Maleka Khatun requires immediate medical attention for her triple vessel coronary artery disease. You may contact the passengers at [redacted], [redacted], or +91 96[redacted]3. As Harunal Rasid, legal representative from Kolkata, I kindly request your prompt assistance in this matter for the well-being of the passengers. Thank you. Harunal Rasid (Advocate from Kolkata) - [redacted] - [redacted]

Good morning, I am Ms. Mary Shyne Tumanda. I have a booking (C44GHA) for a round trip ticket from Manila to Bohol for April 15, [redacted] to May 28, [redacted]. Due to the ongoing Covid-19 pandemic, I am seeking options to utilize the tickets I purchased in full. I have tried to contact AVA and your hotline without success. I am frustrated that it is challenging to reach your staff when issues arise, despite the ease of booking tickets with your company. Kindly provide guidance promptly. Thank you. Respectfully, Ms. Tumanda

I'm sharing my disappointing experience with AirAsia regarding my booking D8QLGR from JHB to KUL on April 10th, [redacted], and April 12th, [redacted]. I received an email from AirAsia's Vice President, Mr. Bo Lingam, stating that all flights were canceled due to COVID-19. AirAsia offered the option to change our itinerary within [redacted] days. However, when I tried to make the changes through the provided link, I was charged an additional RM [redacted].60 for both the original booking and the changes. I am puzzled as to why AirAsia charged me again when the email clearly mentioned flexible changes. I hope my booking details are in your database, and I urgently await a response. If not, I will escalate the issue. I have already tried numerous channels to reach you but with no success. Kindly get in touch with me at [redacted] or +[redacted]0.

Dear Sir/Madam, I am writing to inform you of the following: On October 15, [redacted], I took a flight from Singapore to Bali with your airline. Upon arrival at Denpasar airport around 7:10 PM, I noticed my suitcase had been damaged during the journey. As I speak very little English, I went to your company's office. Your company offered me compensation of [redacted],[redacted] rupiahs, approximately 12 euros. A pick-up was waiting outside to take me to my overnight hotel. I agreed to this minimal amount at the time. The suitcase was a gift I received just before my trip and had cost around 60 euros. I had to discard it upon my return as it was unusable. I would appreciate being compensated for the difference, which is 48 euros. Thank you in advance for your understanding and for considering this commercial gesture. Best regards, Yves ZENOU 06 12 71 04 61

I have booked 3 AirAsia flights for May with the following booking reference numbers: 1. Y7Q24R 2. SSY76F 3. PTU4WC I have attempted to contact AirAsia's phone number with no success, and AVA indicates that the booking references are incorrect. I am requesting assistance either via a phone call or email to rectify this issue promptly before my first flight departs on May 9th. I believe these flights may have been canceled, and I am looking to receive credits for them. Thank you.

Hello, We made 2 reservations in January [redacted] on AirAsia (references: MU9W6S and UQUGPR) for flights to Malaysia and Singapore in July and August [redacted]. Due to the COVID-19 situation and the border closures in these countries to foreigners, along with flight cancellations by various airlines traveling to these countries from France, we would like to request a full refund for these 2 bookings. We do not wish to receive a credit with AirAsia as we are unsure when we will be able to return within [redacted] days. Could you please consider this request and provide me with a prompt response? Thank you for your assistance. Best regards, Emmanuel PICUT

Due to Covid-19 and the closure of the Malaysian and Singaporean borders, we need to cancel our trip. It is unlikely that we will be able to reschedule within the next [redacted] days. Flights from France through Germany to Singapore are canceled. The Singaporean government prohibits foreigners from entering until further notice. We are requesting a full refund for the two reservations made in January [redacted] (references MU9W6S and UQUGPR) for flights in July [redacted] and August [redacted]. We will definitely consider your company for future travel. Thank you.

Hello, I recently received an email regarding a refund due to a change of airport (Yogyakarta) but I am having trouble following the instructions provided for requesting the refund. The option "Airport Move Refund" is not available in the AVA chat as mentioned in the email. Can someone assist me with the process of receiving a refund? Thank you.

Good day, I had a flight booked from Manila to Cebu and Bohol back to Manila. The flight from Manila to Cebu has already been refunded and credited to my AirAsia account under booking no. YWTU2Y. Unfortunately, my Bohol to Manila flight with booking no. J2BN3X cannot be canceled. Due to the COVID-19 situation, I am unable to travel. Kindly cancel my flight with booking no. J2BN3X and credit it to my AirAsia account for [redacted] days for future use, similar to my other booking. I appreciate your prompt response and understanding. Respectfully yours, Angeline R. Lazaro Big Member ID [redacted][redacted]

Dear AirAsia, I am currently awaiting the results of my swab test. I am a foreigner with a residence card living in Puerto Princesa. I understand that to book a domestic flight from Manila to Puerto Princesa, I will need to provide my passport, residence card, and a negative swab test result. Can you confirm if these documents will be sufficient when I book my ticket online after receiving my negative result? Thank you, Werner

Subject: Assistance Required for Unused Flight Bookings Dear [redacted], Due to unforeseen health issues, I am contacting you regarding my inability to proceed with the flights I had reserved with Air Asia. Despite my attempts to cancel the bookings through your website, I encountered technical difficulties that prevented me from doing so. Regrettably, my efforts to reach out to your customer service team have proven unsuccessful, leaving me with no choice but to explore other options. I possess private travel insurance that covers the expenses incurred for unused tickets, but in order to proceed with my claim, I require an official declaration from Air Asia confirming that I did not board the following flights: - Booking Ref: Q31GVW, Bangkok to Hanoi, Flight FD642 on 02/03/[redacted] - Booking Ref: MU5K8C, Ho Chi Minh to Bangkok, Flight FD655 on 13/03/[redacted] The passengers listed on these reservations are Riccio Vittorio and Valentina Lascialfari. I am in urgent need of a formal email from your airline acknowledging the no-show status of these bookings and the absence of any refunds, including airport taxes. I appreciate your prompt attention to this matter as I seek a resolution that involves direct communication with a human representative. Your AVA virtual assistant has not been able to address my specific concerns, and I am at risk of losing the funds spent on these tickets without your assistance. Looking forward to a favorable response. Best regards, Riccio V.

Dear Team, I was unable to take my booked flights due to health reasons and couldn't cancel the reservations on your website. I need a confirmation of my No SHOW for my travel insurance to refund me. The details are as follows: Booking 1: Q31GVW on 02/03/[redacted] for Bangkok-Hanoi flight FD642 Booking 2: MU5K8C on 13/03/[redacted] for Ho Chi Minh-Bangkok flight FD655 Passenger names: Riccio Vittorio and Valentina Lascialfari I've tried to reach out but have had no success except for the virtual assistant. Please provide an email confirming the missed flights and that no refund has been issued. I trust a human can assist me in this matter. Kind regards, Riccio Vittorio

Dear Vishala, I am writing regarding an issue I encountered on June 24, [redacted], regarding the Air Asia flight from Guangzhou to Kuala Lumpur (AK117). I did not manage to check in for the flight and would like a full refund for both the airfare and excess baggage to my original payment method. My booking reference number is T98FSH. During check-in, despite having necessary documents from the South African embassy, the Air Asia staff mistakenly assumed I was not permitted to board, leading to not being allowed to check in. I believe it is the responsibility of Air Asia's customer service to rectify such errors and provide proper assistance to customers. I have learned that other passengers in similar situations have successfully received refund confirmations, and I am hoping for a similar outcome. I have attached the required documents, including the letters from the embassy, flight itinerary, details of excess baggage, and my onward travel ticket with Maple Aviation. I await your prompt response. Sincerely, J.W. Nel

Last March, I booked a flight to Thailand using my boyfriend's credit card, but our flight got canceled in April due to the pandemic. We requested a refund of 37,[redacted], and AIRASIA confirmed the successful refund via email. However, when we checked online, the amount was still on my boyfriend's card. Upon contacting BPI, they explained that the refund request was just a credit request for AIRASIA, not a refund for the credit card. Since we have no travel plans for the next couple of years, we are seeking a refund to clear the balance from the card. We are already incurring interest on the card despite not using it, so we need the issue with my boyfriend's credit card resolved promptly.

Dear THAI AIR ASIA Customer Service, I checked the flight status on the THAI AIR ASIA website but couldn't reach Lastminute. On the LASTMINUTE site, it shows that flight FD [redacted] from ChiangMai to Phuket (CNX/HKT) on September 24th with Reservation Number Z7JD9H and PTK18F is confirmed. However, flight FD [redacted] from Siem Reap to Bangkok (REP/DMK) on September 18th with Reservation Numbers FRKZJL and O2E3RJ was canceled due to Covid-19. I would like a refund or an alternative solution for the trip. Lastminute is unreachable by phone or email, so I hope to resolve this with the airline directly. I remain hopeful for a refund, rescheduling, or a voucher for a future trip. Best regards, Sergio Garro Vargas Contact number: [redacted]9 Email: [redacted]

I encountered a significant issue when trying to use the credit for my family's canceled flights due to Covid-19. After much effort, I managed to receive credits for all eight flights. However, now that I am attempting to book a flight for my husband, the booking website keeps changing his name to mine despite unchecking the box indicating I will be traveling. I have exchanged emails with [redacted], but unfortunately, I have not received any responses. I am aware there is no available phone number for customer support.

I encountered an issue with purchasing 2 flight tickets from AirAsia in February [redacted] due to a glitch with PayPal. After numerous attempts to secure a refund and being only offered a credit account, I hinted at sharing my concerns on social media. This seems to have had the desired effect as I eventually received an email regarding my refund request. Subject: Regarding Your AirAsia Flight Booking [redacted] From: AirAsia Support <[redacted]> Date: 5/19/[redacted] 5:42 AM Dear guest, We are currently processing your refund request for the flight booking. Please be informed that the refund might take between 12-16 weeks from the date of this email due to the high volume of queries we are handling. You can track the status of your request by clicking here. If you are interested in a Credit Account, valid for [redacted] calendar days (2 years), you can click here. Thank you for choosing AirAsia, and we hope to have you on board again soon! AirAsia Despite the email being sent a while ago, the 12-16 week processing period has elapsed, and I am still awaiting the refund.