AirAsia Customer Service Issues

I paid for my father A.P.'s ticket at Cebuana Sunny Brook Branch Gen. Trias, Cavite yesterday. The booking number is CUYG5G and the payment reference number is CP[redacted]DZ1. However, my booking still shows as requiring payment. I made the payment shortly after booking online via my phone. Even though the payment was completed with Cebuana Lhuilier, my booking is not visible now. I prefer AirAsia but this experience is disappointing. I hope this issue can be resolved promptly since the payment was made yesterday. I attached the proof of receipt and the email confirmation from Cebuana Lhuilier to my email sent to AirAsia yesterday. Please investigate. Thank you and God bless.

When booking for my spouse and daughter, I selected two adults initially. However, when entering passenger details, the designation "Adult 1" led me to believe I had only selected one adult. In trying to correct this, I inadvertently became the first passenger. Unfortunately, the AirAsia website doesn't provide an option to review details before payment. On a previous booking attempt, trying to edit a detail caused the flight to change unexpectedly.

I recently booked flights from Perth to Lombok for January [redacted], but unfortunately, I have not received my itinerary. It seems I may have entered the wrong email address during booking as I cannot find my reservation in my BIG account. Regrettably, I lost the page where my booking number was displayed. I have already made the payment for the booking. I am seeking assistance in locating my booking number and updating my email address to ensure I receive the itinerary promptly. Thank you.

Subject: Urgent Flight Rebooking Assistance Needed Dear AirAsia Support, I am writing to request assistance with rebooking my flights from Denpasar to Perth originally scheduled for 9 September [redacted] under booking reference T3FG4E. Unfortunately, I had to cancel the trip due to my son Samuel Parker's sudden illness, and the doctors in Bali cannot provide a confirmed date for his discharge yet. Upon contacting the call center in Thailand, I was advised to rebook by 10 September before 10am, which I couldn't do given Samuel's uncertain recovery timeline. Despite my multiple emails to AirAsia Thailand Support, I have not received a response. I kindly ask for prompt assistance in rebooking our flights for 14 or 15 September. Your urgent attention to this matter is greatly appreciated. Thank you for your understanding and support. Sincerely, Robyn Pink

I reported my issue yesterday and received an email stating that AirAsia's call center is now open, but the provided Sydney number is no longer working. I would like AirAsia to contact me urgently at [redacted]8 (Australia) and also send me an email regarding my flight booking issue. I encountered problems at the last step of the online booking process when "Ava" appeared, preventing me from completing the booking despite multiple attempts. I have used the online booking service for many years without issues. Additionally, I was unable to reach the Sydney contact phone number after hours of trying. Kindly provide assistance in resolving this matter as soon as possible. Thank you.

Dear Concerned Party, I submitted a refund request for an accidental double payment. Initially, I tried to use PayPal, but the transaction seemed to fail, prompting me to pay via POLI instead. Strangely, I was still charged through PayPal. Upon checking my booking, it displays as Confirmed, but I receive an error message indicating a negative balance. The invoice reflects the duplicate payment. The case number associated with the issue states it is closed. Subject: Payment Issue with PayPal Case Number: [redacted]8 Booking Number: TRENJI Creation Date: 13-09-[redacted] Case Status: Closed I am eager for reassurance that the refund process is underway. I do not deem the case truly closed until the refund is received. Warm Regards, P. Walpole

I used my account to book a flight for my maid, Aris Debi Krisdiyanti, to travel back to Indonesia today. However, the customer name for my Booking X21U9T was incorrectly changed back to my name by the system's AI. This is evident by the fact that the mobile number and date of birth entered belong to my maid, which I provided when making the booking. I kindly request to correct the name and details on the reservation since they have been kept by the AI from previous bookings I made for the maid in previous years.

I attempted to book the following flights through my AirAsia account for Sam James Cooley and Emma Carla Stephens from Sydney to Kuala Lumpur on the 7th of December on the 11:30 flight. Then Kuala Lumpur back to Sydney on the 19th of December on the 10:30 pm flight. We need 40 kgs each way and seat 51 and 52 both ways. I got through to the purchasing stage but encountered an error message. I tried using a different card, but the same issue occurred. Can you assist me with this matter? My email is [redacted] Last time this happened, I ended up with two bookings, and I just want to complete the payment. Donna Cooley. It's the weekend, so I cannot call the call center. I am eager to finalize this booking. Your prompt response would be appreciated. I have attempted to pay multiple times, but the error persists.

I forgot to note down my booking confirmation number and flight details because I expected to receive them via email. Unfortunately, the email never came through. My account has been charged for the flight, and I've been having trouble reaching AirAsia on the provided phone numbers. The virtual assistant, Ava, is unhelpful without the booking number, and the help line it transfers you to never picks up. It's frustrating because I'm supposed to travel in 3 weeks and I'm unsure if I have a seat or if I should book another ticket. Thank you, Wendy.

Dear Travel Partner, I hope this message finds you well. I am writing to you regarding a concern we have with the connecting flights to Maldives through AirAsia, specifically on December 6, [redacted]. The international departure time is 12:40 PM, with a booked domestic flight from DVO to MNL scheduled from 8:35-10:30 AM on the same day. Given that domestic flights depart from terminal 4 and international flights from terminal 3, we are concerned about the potential risk of missing the international flight. We kindly request your guidance on how to handle this situation. Thank you for your attention to this matter. Warm regards, Justine Jay Pilvera Reservation Officer Royal Budget Tours

My friend missed his flight on October 30, [redacted], because he needed an ECC from immigration to check-in, which he didn't have initially. Despite rushing to get the ECC and arriving at the airport before 5:00pm, AirAsia staff informed us that the ticket had been forfeited. Even after waiting until 9:00pm hoping for assistance from the AirAsia staff, they did not show up, leading to disappointment and frustration as we were unable to board the flight. There was a miscommunication regarding rebooking instructions, and we were left without a resolution for the unused ticket.

I encountered a major delay in traffic which caused me to arrive at the airport just 20 minutes before my flight, but I was not allowed to board as the cutoff was 20 minutes. I sought assistance throughout the airport but was unsuccessful. My flight was booked for Mrs. Jennifer Ann Spiller on AK553 departing from Vientiane at 8:45 to Kuala Lumpur arriving at 12:35, then connecting to D7222 to Australia. It was a very stressful situation as I had to book another flight at a cost of $[redacted] due to the circumstances. I appreciate the airline staff's help but am disappointed with the outcome. I travel often and considering switching airlines due to this experience. It was frustrating to see the plane still there but not being allowed to board, especially as a pensioner. Thank you, Jenny Spiller.

Hello! I have been attempting to contact your hotline and speak with your customer service representative Ava. I am attempting to reschedule my mother's and our driver's flight due to being stranded at Matnog pier because of a typhoon. Our request is to reschedule the flight for Thursday night on December 5th, [redacted]. Despite trying numerous methods on Google, we have been unsuccessful in making the changes to the flight details. There seems to be no option available for modification as shown in the examples and procedures provided. This situation is quite frustrating as we are unable to alter any details regarding the flight date and time. Kindly assist with this matter. Thank you.

Dear customer service team, I recently made a booking for a flight with your airlines, and I realized that I made a mistake with the travel direction. Instead of flying from Davao to Cebu, I accidentally booked the reverse route. The flight I need is from Davao to Cebu on February 19, [redacted], with flight number N25WSW. I understand that this error was my responsibility, but due to personal distractions, I overlooked this detail. I urgently need your assistance to correct this booking error. Thank you for your understanding and help. Best regards, K. Dinglasa

Hello AirAsia, I wanted to express my satisfaction with the AirAsia Booking App I used to book my flight. However, I am facing an issue with the guest details on my booking. I need to change the guest's name as the original person cannot make the flight due to work commitments abroad. I'm hopeful that this change can be made. Thank you.

Good evening. I would like to change my mother's flight schedule because she couldn't catch the boat to Cebu due to a typhoon. The sailing was canceled because of the approaching rain. I tried to change the flight on the website, but it says I can't alter it because the departure is within 48 hours. Can you assist me with this? The flight number is Z2 [redacted], and the booking number is K6QTPH. Thank you.

I recently booked a flight leaving next January and now I would like to add checked baggage as an extra for my trip. However, I encountered technical issues while trying to do this online. The page took a long time to load, and when I tried to check the price, the landing airport selection only showed "all available landing places," and an error occurred when I tried to search. I attempted this over several days to check my internet connection, but the issue persisted. It seems like there might be a problem with your website. I am aware that paying for checked baggage at the airport can be more costly, so I prefer to pay in advance. If booking over the phone is an option, I would be happy to proceed that way. Thank you.

We would appreciate it if you could refrain from sending us messages claiming we have requested a refund and then rejecting said request. We want to address the lack of consideration for passengers arriving 30 minutes before departure being denied entry, unlike most airlines allowing up to 15 minutes. Furthermore, we note the lack of proper gate change and departure announcements in comparison to airlines like Cebu Pacific, Philippine Airlines, EVA Airlines, and China Airlines, who provide clear announcements well in advance so passengers can hear them throughout the airport. Your attention to these matters would be greatly appreciated.

Dear Sir or Madam, I had booked two tickets via Goibibo.com with the following details: PNR No: SQIK5L Flight No: AK189 (Macau to Kuala Lumpur) Flight No: AK53 (Kuala Lumpur to Bangalore) Passenger-1: Ajay Jose Passenger-2: Akash Murthy Thattavalu Niranjan Unfortunately, Mr. Ajay Jose can no longer travel due to an accident. I have contacted Goibibo for a rescheduling or refund, but they have stated that the AirAsia flights are non-refundable and non-reschedulable. Given the circumstances, I kindly request your consideration to allow me to make changes or cancel with a refund. I am willing to provide proof of hospital bills if required. Regards, Akash

Regarding booking reference ZTKENV made through Expedia, I need to modify the departure date from Nha Trang. The original date was June 16, [redacted], and I am requesting to change it to the new departure date of June 29, [redacted]. I have attempted to make this change through Expedia, online, and via AVA CHAT without success. Please contact me via [redacted] as this email is not recognized on your website due to it being an Expedia booking package, or call [redacted]. If I do not receive a response within 12 hours, I will have to escalate this to an official complaint.