AirAsia Customer Service Issues

Last year, I booked a flight with my family, but due to the ongoing pandemic, I had to request a refund. Instead, I was given the option to have the funds placed in a credit account, valid for two years. Hoping the situation would improve, we agreed. However, as the pandemic persists, with new variants emerging regularly, we are apprehensive about traveling, especially with the uncertainty of employment. Unfortunately, I lost my job as part of the ABS-CBN retrenchment in August [redacted]. I now find myself in need of the funds for my family's necessities and tuition fees. As the credit extension to three years is not feasible for us, and with my current financial struggles, I urgently require the refund. My name is Roderick Victoria, accompanied by Lea Luz Victoria, Alicia Rielle Victoria, Gyliane Adriana Victoria, and Elyza Therese Victoria on Flight Z2-[redacted] from Manila to Kansai on April 5, [redacted]. Member ID: [redacted][redacted].

My flight from Kuala Lumpur to Chennai on the **th of December was canceled by Air Asia. Although my return ticket is booked and not canceled, I am seeking guidance on how to receive a cash refund for the one-way flight that got canceled without incurring any losses. I am wondering about the procedure for the refund and if there will be any deductions since it was Air Asia's cancellation. I value your input to help me make a decision on the next steps. I prefer a cash refund directly to my account rather than points, as it would be more beneficial for me to have the amount refunded. Waiting until the last minute is not ideal, so I appreciate your prompt assistance in this matter. Thank you, Ramesh R

We reserved and paid for a flight from Penang to Miri, with a connection in Kuala Lumpur on the same day. Recently, Air Asia altered our flights so that one is in the evening and the connecting flight is now scheduled for the next day. They offered us a travel date change, but we are unable to travel on any other day. Therefore, we are seeking a refund. The automated system is not providing much assistance, with limited responses. We prefer to avoid further complications in obtaining a refund, especially since there is a direct connecting flight available with another airline. Your prompt and genuine assistance would be highly appreciated. Thank you.

I have arranged an AirAsia flight for my wife from Chiang Rai to Bangkok on December 10. I used cheapoair.com to make the booking from the USA. I need to add a checked baggage allowance, but when I try to do so on the AirAsia website, it does not recognize the booking confirmation provided by Cheapoair. Booking details: Airline Confirmation: ONDUGZ E-ticket: GZYFRS Passenger: A. Loung Route: Chiang Rai to Bangkok Thai AirAsia - Flight [redacted] I have been unable to reach AirAsia to purchase a 20kg checked bag due to the website not finding the booking. Cheapoair has advised me to contact AirAsia for assistance.

I tried to book a flight within India on the AirAsia website last week on December 5. Unfortunately, the transaction failed, possibly because I used my Canadian credit card as a non-Indian citizen. Even though the online booking page displayed an error message stating that the booking was unsuccessful, my credit card was still charged. I need AirAsia to refund the charges, but I am struggling to find a way to reach them regarding this matter. Your assistance would be greatly appreciated!

Dear AirAsia Customer Service, I would like to share my recent correspondence with AirAsia in India for your reference. It details my disappointment with the lack of response regarding a customer issue. I am seeking further escalation of this matter. Please see below for the email exchange. Thank you, Ravindran

Hello! I've contacted a GetHuman agent to address the trip cancellation concerns. I provided evidence of the valid reason, a family member's passing which is on your list of accepted reasons. I'm awaiting confirmation of the cancellation and refund details. When will I receive the refund? I am looking for a confirmation of the refund process with all the necessary information. Thanks and best regards.

I would like to address an issue regarding the credit return to my account. Initially, my flight was canceled under booking number YUWGGI during MCO 1.0. Initially, I opted for a cash refund, which was unsuccessful. AirAsia suggested I choose a credit account, and I agreed. However, after three months, I received an email stating my case was closed in the system despite AirAsia still processing it. I attempted to resolve this with AVA through chat, but it was unsuccessful. Another three months have passed, and the credit return has not been processed. I am unable to take any action on this matter. Therefore, I am in need of assistance to request the credit return for my booking number YUWGGI.

A few days ago, I had to travel from Bangalore to Hyderabad with a ticket booked on AirAsia for November 15, [redacted]. The amount was debited from my account. However, upon reaching the airport, I discovered that the payment was never received by AirAsia. Despite seeking assistance from the ground staff, no responses were given. I am still awaiting my refund with no updates or responses after contacting AirAsia via email and Twitter. An AirAsia financial assistant assured me that the payment would be refunded within 7 days and provided a case number: [redacted]43. It has been 22 days with no progress, and upon inquiring yesterday, I was informed that the case was closed. I am extremely disappointed and feel cheated by AirAsia. The lack of accountability from the company is concerning.

Dear Air Asia, I am writing to inquire about the current status of my luggage that Qatar Airways returned to you at Kuala Lumpur International Airport. I was traveling from Dili, Timor Leste, to South Africa via Kuala Lumpur. Upon my arrival in KL with Air Asia, while trying to catch my connecting Qatar Airways flight, I was informed that 3 out of my 5 bags exceeded the weight limit, and I needed to pay additional charges. Lacking cash at the time, I wasn't able to pay, so Qatar Airways didn't allow me to take the bags with me. After reaching my destination, I contacted Qatar Airways to arrange payment for the excess fees, but they informed me that the bags had been returned to Air Asia. Therefore, I would appreciate it if you could provide me with information on the current location of my bags. Thank you. L.

Dear Sir/Madam, I purchased a ticket from one of your agents, but unfortunately, I was provided with the wrong ticket which prevented me from flying on January 5th. I chose to purchase the ticket from your establishment based on your reputable name, yet I am disappointed by the actions of your agents. When I inquired before purchasing the ticket, I was assured that there would be no issues with my passport and visa. However, upon reaching Shahjalal International Airport, I was informed by the Air Asia counter that I could not fly with the ticket. Consequently, I had to make alternative travel arrangements via Bangladesh Biman to Heathrow Airport. The experience has caused me both financial and personal inconvenience. I am requesting a full refund of Rs 75,[redacted] for the ticket at your earliest convenience to avoid further escalation. I am hopeful for a prompt resolution from your end. Sincerely, Tahmid Hasan

On March 05, [redacted], I was refused boarding on my flight back to Puerto Princesa, Palawan, Philippines. Despite meeting all travel requirements, the ground staff incorrectly stated that antigen testing and Spass were still mandatory, even though they had been waived on March 1. I was misinformed that I could rebook online, which was untrue. This led to unnecessary expenses and efforts as I had to return home, rush to get tested, register with Spass, and purchase a new flight ticket. Unfortunately, Air Asia lacks human customer support, making it impossible to hold them accountable for the errors made by their staff. I am seeking a full refund for the missed flight and additional costs incurred.

Subject: Issue Encountered While Booking Flight Dear Sir/Madam, I encountered an error message when attempting to make a reservation for the flight mentioned above. The error states: { "ClassName": "PaymentDeclineException", "Details": "Missing required response from previous step", "Message": "We're unable to process your payment. Please use another card/payment method to complete your booking or contact your bank for details.", "Status": "CC401-2"} Despite several attempts to complete the booking, I received the same error message each time. Upon further inspection, I observed that there are three bookings under the same passenger name and flight for the same day in the system, all showing as confirmed. The booking numbers are as follows: - AZC43P - A693GA - A9P89R Kindly assist in canceling two of the duplicated bookings and ensuring the validity of the remaining booking. Please refund the amount for the canceled bookings accordingly. Thank you.

Hello, AirAsia cancelled our flight, so I attempted to rebook, but no available flights/dates were found. I opted for a refund/credit account. Many claimed refunds were instantaneous, so I anticipated to receive it after my chat with Ava support. However, the chat ended with just a submission message, and no credit was returned. Days later, I got an email confirming the refund for my cancelled flights, but my BIG member account shows no credit. It has been 11 days since the confirmation email, and I urgently need the refund to plan our family trip. I'm disheartened by AirAsia's flight cancellation and the delay in refund processing. This trip holds great significance for my family, and I'm hoping for a resolution soon.

Hello. Our AirAsia flight from Clark to Caticlan on May 23 to 26 was canceled. I tried to rebook, but there were no available flights or dates. I then requested a refund or credit. Many have said refunds are quick, so I expected it instantly after my chat with Ava support. However, all I received was a message saying my request was submitted without seeing any credit returned. Days later, I got an email about a successful refund, but I don't see it in my BIG member account. It's crucial for me to receive this credit so I can plan our family trip. I'm upset with AirAsia for canceling our flight and now the delay in processing the refund. I'm hoping for some action from AirAsia Manila, Philippines regarding this matter.

We had booked a flight with AirAsia and were given confirmation numbers L4EL8G and L46NUJ. However, we recently received an email notifying us that the flight has been cancelled. The flight was supposed to depart from Kansai Airport to Manila on May 7, with the return leg scheduled for May 20 from Manila to Kansai Airport. We also have a connecting flight from Manila to Cebu on the same dates, with reference number [redacted]7. Since the initial flights were cancelled, the Manila to Cebu flights are now rendered useless. We have requested a refund for the entire trip a month ago. Unfortunately, the connecting flight from Manila to Cebu is operated by PAL, and they stated that the booking was made through a travel agency, even though we used the AirAsia app. We have been dealing with AVA for assistance, but they have been unhelpful and have not resolved our issue. We urgently need AirAsia to process a full refund for the entire journey promptly.

Hello, I am reaching out regarding an issue I recently encountered while trying to book a ticket for my partner on 4/22/[redacted] using my card. Despite an error message that the payment could not be processed and to use another card, I noticed a charge of 1,[redacted] pesos on 4/23/[redacted] when checking my bank transactions. I confirmed with my partner, who did not receive any email from Air Asia after checking his inbox, spam, junk, and important folders. I have attached proof of payment to this email and request that the booked ticket be sent to [redacted] If the ticket was not processed, please refund the amount. Passenger Details: Name: Joseph Romeo Mollida Date of Birth: 03/20/[redacted] Email: [redacted] Phone Number: +[redacted]26 Route: Tacloban - Manila Departure Time: 8:00 am Bank: BDO Last 4 Digits of Debit Card: *[redacted] Name on Card: Angelica A Bilbao Thank you, Angelica Bilbao

Dear AirAsia team, I trust this message finds you well. I am disappointed with the response I received from your chatbot AVA. I received an email from your company two weeks ago informing me about the cancellation of my flight from Denpasar to Da Nang on August 5th, with the reference number P4TN9G. The email suggested using the chat feature to reschedule the flight, but AVA was unable to locate my booking, which left me confused. I am eager to change my flight promptly, hence I am reaching out via email. I am seeking to reschedule my flight without incurring any additional fees. As I have purchased two tickets for this date, I require both flights to be rescheduled. Below are the necessary details: Travel number: [redacted][redacted] Booking number: P4TN9G (Indonesia AirAsia), P4TN9G (AirAsia) I anticipate your prompt response. Thank you and best regards, Alicia D.

Subject: Refund Request for Online Plane Ticket Purchases Dear Customer Service, I am writing to address issues with two plane tickets from COLOMBO to SINGAPORE purchased through My Trip and insured by AIR ASIA. First, an error was made on the departure date for the ticket with order number LLFJ92 and reservation number B8SNMH. Despite multiple attempts to cancel and communicate with My Trip, no refund or assistance was provided. Consequently, I had to purchase a second ticket, with order number LLFQTW and reservation YV476Y, which also had an error in my name (THIA instead of THIAM). My mother contacted My Trip via email and phone, but efforts to cancel the tickets were unsuccessful. The operator directed us to contact Air Asia directly. My mother had to eventually repurchase a ticket from Air Asia for the correct date. I kindly request your intervention with My Trip to secure refunds for the erroneous tickets. Despite numerous emails, I have only received automated responses and no cancellation confirmations. I appreciate your assistance in resolving this matter promptly. Thank you for your attention to this issue. Sincerely, Ketty THIAM

I need assistance canceling a reservation I made with AirAsia. I have been unsuccessful in reaching their customer support. The provided number, 1-[redacted], only leads to voicemail with a promise of a return call, which has not happened yet. My flight is from Manila International Airport (MNL) to Phuket, Thailand (HKT), with reservation number S5VGQG for a flight on Thu, 29 Sep [redacted]. I booked this reservation on June 28, [redacted], through the Capital One travel website. I am facing two main issues - the challenge of speaking to a customer service representative directly and my inquiry about the possibility of receiving a partial refund. Given that the reservation was made less than 24 hours ago and the flight is three months away, I believe a partial refund should be feasible.