AirAsia Customer Service Issues

My name is Dinah Bolanos Fonaeier and I have a Filipino Passport (EC[redacted]) and a Malaysian birth certificate from Tawau. Due to the Covid-19 pandemic, my passport expired during the MCO period. I successfully renewed it on February 15, [redacted], at the Philippine Embassy in Kuala Lumpur. I've been in touch with the embassy to collect the new passport but have financial constraints to travel. In May [redacted], I tried to obtain a Special Pass from the Immigration Department to attend verifications at the embassy. I booked a round trip flight from BKI to KUL on May 25, [redacted], costing RM403.60, but the Immigration Department didn't issue the pass, causing me to lose the money. I kindly request a refund for the unused ticket. Here are the details for immediate action: Ticket Purchased Date: May 5, [redacted] Ticket Purchased Time: 2:27:14 Method: Maybank Airpaz Booking Code: [redacted] Departure from BKI: AirAsia, Boarding Date: May 25, [redacted], Boarding Time: 05:20, Destination: BKI-KUL Departure from KUL: AirAsia, Boarding Date: May 25, [redacted], Boarding Time: 18:05, Destination: KUL-BKI Ticket Code: Y7CNHQ Total Amount Paid: RM403.60. Thank you for your prompt assistance. Sincerely, Dinah Bolanos Fonaeier.

This is my second email about this issue as I haven't heard back from Air Asia. When I tried to book my flight from Bangkok to Hanoi on July 2, your website said it couldn't process my credit card. I tried again later with a different card and it worked. Afterwards, I received two booking confirmations for the same flight. I want a refund for one of these bookings: - Booking no. V22CHS, paid with my Mastercard, last name Woolgar, travelers Rhea Lynn Woolgar, Harold Gregory Woolgar, Claire Amelia Woolgar, and Isaac Lewis Woolgar. - Booking no. V55CVJ, paid with my Visa, last name Woolgar, travelers Rhea Lynn Woolgar, Harold Gregory Woolgar, Claire Amelia Woolgar, and Isaac Lewis Woolgar. I'm fine with either booking being canceled. I have no use for two identical bookings and wouldn't have booked twice if the first payment went through. I've reached out to both Visa and Mastercard for assistance with the refund. Please advise on the next steps. Thank you, Rhea

I am Bianca Pulungan. I had booked a flight from Jakarta to Bali and return via Mytrip with AirAsia. Unfortunately, due to not being able to depart from Germany to Indonesia, I missed my flights. My attempts to reach out to Mytrip only led me to the conclusion that I must contact the airline directly for any cancellations or refunds. I am seeking a refund for my unused flight from Jakarta to Bali along with the return flight from Bali to Jakarta. Despite numerous efforts, Mytrip insisted they couldn't assist, directing me to AirAsia. This has left me feeling frustrated as I struggle to reach AirAsia, as the only available option seems to be an unhelpful chat bot.

I booked a flight to Bali over 2 years ago, but due to the pandemic, my travel plans were disrupted. Despite the situation improving, I have yet to receive any confirmation regarding the rescheduling of my flight or a refund from Air Asia. It seems like the airline is ignoring customers who have been affected by the pandemic. I find it disappointing that Air Asia has not offered to reschedule flights for those who couldn't travel. I feel let down by the lack of support and communication from the airline. I have been waiting for 2 years without any resolution. I urge Air Asia to address my concerns promptly and either refund my money or provide the service I paid for. The lack of assistance from Air Asia during this challenging time is disheartening, and I hope to see a resolution soon.

While booking a flight from MPH to CEB on December 28, [redacted], I encountered an issue where the transaction failed after entering my card details. I then made another booking successfully. However, I later discovered that I was charged twice and received two confirmation emails (Booking Number C8R66U and Duplicate Booking A4FFWW). I believe I should be refunded for the initial payment that the website indicated had failed. I would prefer a refund over a credit as this double charge was due to an error on the airasia.com website, not due to any error on my part.

Hello, I have 4 concerns or questions regarding my reservation: My booking number is: [redacted]85 - QZ/Z66N2T My ticket number: Z66N2T-1 1- There was a typo when I entered this passenger, and his last name is missing a Y. Everything else is correct: date of birth, passport number, first name... Is this an issue? 2- I paid for checked baggage, but on my flight summary, it shows as "baggage not included." 3- Do I need to retrieve my luggage and recheck it between my two flights? The one landing in Kuala Lumpur and the one departing to Denpasar? Awaiting your response. Thank you, Mrs. Sylvie Clochard - the 2nd passenger

Flight Cancellation Update Booking Number: Q5HJ5T Dear valued guest, We regret to inform you that your AirAsia flight Z2 [redacted] from Ninoy Aquino International Airport (MNL) to Kuala Lumpur International Airport (KUL) on 19-Aug-[redacted] is canceled due to operational reasons. We have rescheduled you on the next available AirAsia Flight with the following details: New Flight Details Flight Number: Z2 [redacted] Departure Date: 20-Aug-[redacted] Departure: Ninoy Aquino International Airport (MNL) at 06:20, local time Arrival: Kuala Lumpur International Airport (KUL) at 10:20, local time You can check your current flight status. To make changes to your travel date at no extra cost, you have the option to change the date before 31 December [redacted] on the same route, subject to availability. You can click the button below or manage your booking on our website. Please refer to our FAQs on Rescheduled/Cancelled Flights for more information.

Hello, I recently booked an AirAsia flight (booking reference: H6IY6A) from Langkawi to Singapore through Trip.com. Unfortunately, I made an error in the date and need to change it from August 15th to August 18th, [redacted]. Despite contacting both AirAsia and Trip.com, I have been advised to reach out to each other. As it was an honest mistake and not a last-minute request, I'm willing to pay any fare difference for the date change. AirAsia explained they cannot proceed due to the booking being made through a travel agency. Trip.com requires AirAsia's approval and agreement for the date change. I am kindly requesting AirAsia to allow this one-time change as I only realized the mistake after the booking. Your assistance in resolving this matter would be greatly appreciated.

Hello, I recently booked an AirAsia flight (booking reference: H6IY6A) from Langkawi to Singapore through Trip.com. Unfortunately, I mistakenly booked the flight for the wrong date, intending to travel on the 18th of August instead of the 15th of August. I kindly request the opportunity to change my flight date. I understand that there may be additional charges due to any price differences, and I am prepared to cover those costs. I sincerely hope AirAsia can accommodate this change to the 18th of August [redacted] as it was an honest mistake on my part. Despite efforts to resolve this with AirAsia's chatbot and Trip.com's customer service, I have been directed back and forth between the two. Both parties indicate I need approval from AirAsia to make the date change. Please consider this request as I am seeking a one-time exception for this genuine oversight. I appreciate your understanding and assistance in this matter. Thank you.

Dear AirAsia Customer Service, I hope this message finds you well. I am writing to request a cancellation and refund for my flight with booking number D5WEVT. I made the booking on August 7, [redacted], through the AirAsia App. Unfortunately, I did not receive an email confirmation or itinerary for this flight. Assuming it was refunded to my debit account and credited to my current balance, I proceeded to book another flight with booking number J726FA for the same passenger and flight schedule. I promptly received confirmation and the corresponding email for this second booking. After waiting for the bank clearing process, I noticed that the amount was deducted from my current balance instead of reflecting in my available balance. Upon further investigation, I discovered that the initially booked flight with booking number D5WEVT was actually confirmed, but I still have not received any email confirmation or itinerary for it. I now realize that I accidentally ended up with two confirmed bookings and would like to request a refund for the first booking with number D5WEVT. I look forward to a positive resolution to this matter. Thank you for your assistance.

I originally booked a flight from RXS to MNL on August 23, [redacted] for Analuna Laurilla. However, during the booking process, my details were automatically populated as Esmeralda Flores instead of the correct passenger, WY36QK. After speaking with a representative via chat, I was advised to rebook the same flight with the correct passenger information before requesting the cancellation and adjustment of the previous booking under WY36QK. The new booking with the correct details is under GTQ4ML. I kindly request the cancellation of booking WY36QK and to transfer the amount to the new booking GTQ4ML. Please refund any remaining amount to my account.

Hello, I currently have a reservation for two individuals, Carlotti Jade and Duchateau Florian, for a flight from Jakarta to Bali scheduled for September 9, [redacted]. I need to reschedule this flight to September 10 at the same departure time. Unfortunately, there was an error with the "lastminute" application I used to book the flight, which resulted in the wrong date being selected. This discrepancy is due to my Paris to Jakarta flight arriving on September 9, one day later than intended, making it impossible to connect to my Jakarta to Bali flight on the same day. As the booking platform is unable to assist me, I kindly request your support in changing my flight to September 10. I have found an available Jakarta to Bali flight on that day at 3:20 p.m., which is similarly priced or even cheaper than the original booking. Please contact me via email at [redacted]. Your assistance in rescheduling my flight for September 10 would be greatly appreciated. Thank you.

Our flight to Taipei in February [redacted] was canceled due to the pandemic lockdown. We requested a refund approximately 2 months later via the AVA chat room, and the process was confirmed as successful. However, we have yet to receive the refund. We heard from friends in a similar situation that they were able to receive their refund by booking another domestic flight. It appears that cash refunds might not be issued, so we are looking to book a domestic flight to receive our refund. Can you please advise on how to proceed? Thank you.

I have booked a round trip from Singapore to Kota Bharu (with a stopover in Kuala Lumpur) departing on October 9th and returning on October 15th. Recently, I was notified via email that my flight from Singapore to Kota Bharu has been delayed by about 4 hours. The airline offered me various service recovery options, including a refund. I chose the refund option, but I noticed that only the flight from Singapore to Kota Bharu was cancelled, not the return trip from Kota Bharu to Singapore. As it was a round-trip ticket, I am confused about how I am expected to use the flight back from Kota Bharu to Singapore when the initial leg was cancelled. I believe that the refund should cover both legs of my journey. Could you please assist me with this matter and provide information on when the refund will be credited back to my bank account? Thank you for your help.

My father bought a round-trip flight through my AirAsia account, and the wrong guest details were selected automatically. I reached out to Live Chat for help correcting the mistake and was connected with Allstar Agent Ira. She explained that changing guest details isn't allowed due to AirAsia policies. I was advised to buy a new ticket with the correct details and return to Live Chat to ask for a Credit Account or travel refund. I accepted the suggestion but needed confirmation about the Credit Account option before making another significant purchase. Sadly, Agent Ira exited the chat before confirming, and Customer Support Ava Live Chat only led me in an unhelpful loop. I am extremely frustrated with the customer service experience from both Allstar Agent Ira and the Allstar AI support, Ava.

I need help with getting a refund or credit account for four flight bookings that were canceled. The bookings are linked to my account/big member ID, and I am the contact person for each. However, AVA does not recognize these flights as connected to my account/big member ID, causing issues with the refund or credit account process. I have reached out to AVA via WhatsApp and the AirAsia website, but have encountered the same problem.

Hello, I purchased a ticket on the AirAsia website from IXB to CCU to DMK for the 31st of October. The flight involves 2 airlines, the first operated by IndiGo and the second by AirAsia Thailand. The original itinerary emailed to me covers the full journey from IXB to DMK. However, when I check the AirAsia website, I only see the flight from CCU to DMK. My upcoming flights on the site do not show any bookings. I am unsure how to check in for the first IndiGo flight as their website does not recognize the booking number provided in the package offer. While AirAsia only allows me to download the itinerary for the flight from CCU, I am concerned about the booking situation with IndiGo at IXB. I have tried contacting AirAsia's chatbot and phone line without success. Is the original emailed itinerary sufficient for check-in with IndiGo at IXB airport? This situation is new to me after many years of flying. I booked directly through AirAsia, so I believe this is a genuine booking.

We purchased flight tickets from Siem Reap, Cambodia to Kuala Lumpur on September 23, staying overnight at KLIA. On September 24, we fly from KL to Singapore. We originally planned to return on September 28 from Singapore via KL to Siem Reap on the same day without an overnight stop. However, Air Asia changed our schedule without our consent. Now, our flights are: SR-KL on September 24, arriving in Singapore on September 25, leaving on September 28, but arriving in Cambodia on September 29. This change shortens our stay in Singapore from 4 to 3 days. We are disappointed as we planned to visit Universal Studios, which we now won't have time for as the park is closed on September 26-27. We are fine spending a night at KLIA on departure, but we seek another day in Singapore and to avoid an overnight layover on our return journey.

Dear Sir or Madam, I am writing to inquire about the refund status for my booking under reference B939VH. It has come to my attention that the refund has not been processed yet. I kindly request assistance in checking the progress of my refund and an estimated timeline for the repayment. Thank you for your attention to this matter. Sincerely, [Initials]

Hello, My name is Juthapat R. and my son, Pattanakit R., are currently in Honolulu and need to return to Sydney on Jetstar flight JQ4 on 24/9/[redacted]. We had a subsequent flight planned on AirAsia on 26/9/[redacted] to Bangkok, followed by a trip to Kathmandu for my daughter's wedding. Due to the time difference between Honolulu and Sydney, I realized our Jetstar flight was cancelled, and we had to rebook flights to reach Bangkok in time. Unfortunately, this change affects our AirAsia booking with reference A7DGQN under the name Rerkdee. I have attempted to seek assistance through live chat and other channels to make changes or obtain credit for a future flight with AirAsia but have not found a solution. I kindly request your assistance with this matter. Thank you.