“The airline known as AirAsia is the most unsatisfactory flight company I've ever dealt with. They consistently come up with excuses to extract extra money from customers, even resorting to underhanded tactics to coerce additional ticket purchases, as explained in the instances below.
Using AirAsia is a major warning sign; it's essential to be cautious with this deceptive company.
This marks the second time in a week that I've had an incredibly unpleasant encounter with AirAsia. During the previous flight from Penang to Langkawi, they refused to check in our luggage, citing our arrival 45 minutes past the departure time. Despite being at the KLIA2 counter two hours in advance, successfully checking in our luggage, and passing the hand carry luggage check this time, they insisted on an additional 15 kg. However, at the counter, they refused to add the luggage, once again using the 45-minute rule as an excuse.
The staff's impoliteness led to us missing the Miri flight, and we had to secure an alternative flight through Malaysian Airlines. This will be our last experience with the so-called air flight company, AirAsia, making it the most absurd encounter I've ever had with an airline in my life.”
“AirAsia takes flight, with my money
19 march 2020, two international flights were booked via AirAsia, booking number MTJL4V, Indonesia AirAsia 550, and AirAsia 264.
28 March, email received on flight suspension.
Online, booking shows the flight as confirmed.
It's conflicting information:
* Call center cannot be reached for weeks.
* Offices closed, signage changed, extending closure dates.
On arrival at Ngura Rai International airport on 07 Apr, hours before the flight, online shows green check-in as a go-ahead to proceed. Airport official, & flight board notices confirm flight cancelled ~3:57am. The only way to confirm the flight a no-go.
Online automated assistant offers "refund option" that cannot be completed.
Two days ago, "automated agent" redirects with a 1 hour, 23 minutes waiting queue to an agent.
Agent confirms airline doesn't offer refund. Instead, option to "credit", which is actually not a credit. It's a "case", subject to review within another 15-30 days. After the "credit" processed, "case" 51614848 was given, and the "credit" doesn't appear when logging in - takes 15-30 days to review.
With the airline unable to provide service paid for, they make it difficult to reach them for resolve, and opt to withhold money for services not provided for.
Instead offer a "credit" that when processed, doesn't appear on the website.
Mark Berchowitz
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Sanjanaa T:
Hi, how may I help you?
Me:
good day, i want a refund on the cancelled flight
Sanjanaa T:
Is it for MTJL4V?
Me:
correct
Sanjanaa T:
Eligible guests can now select from the following flexible travel options immediately, using the airline’s AI chatbot AVA on support.airasia.com or airasia.com:
Unlimited flight change: Change to any new travel date before 31 October 2020 on the same route for an unlimited number of times without any additional cost subject to seat availability; OR
Credit account: Retain the value of the flight booking in the guest’s AirAsia BIG Member account for future travel with AirAsia to be redeemed within 365 calendar days from the issuance date. The travel date of the new booking can fall on any date within the published flight schedule on airasia.com.
Sanjanaa T:
Are you referring to the credit account refund?
Me:
i tried both options with ava - no luck
Sanjanaa T:
ok, shall i process the credit note i full for you now?
Me:
the money is to be refunded to the credit card
Sanjanaa T:
We only have the 2 options above
Me:
if we go for the credit option, where will i see this when i login to airasia
Sanjanaa T:
under the member account
Sanjanaa T:
CREDIT ACCOUNT
Me:
proceed with the credit
Sanjanaa T:
OK, I have sent the request to the relevant team to proceed for your credit account from my end. It will be credited within 15 to 30 days from now. Please check your member account from time to time. An email will be sent once the credit note is processed successfully
Here is the guidelines : All about credit account that you need to know
***
Sanjanaa T:
51614848 is your case number
Sanjanaa T:
Anything else?
Me:
one moment
Sanjanaa T:
To check the Credit Note under member profile,
Log in to your member email address and your password at ***
Once you have logged in, you can see your name on top right of the page
Click that and select the MY ACCOUNT
Now, you can see CREDIT ACCOUNT on left side
Click that and you can see the value credited
Me:
it says no credits available
Sanjanaa T:
I just sent it for the processing
Have you read my reply above in full?
Me:
15-30 days
Sanjanaa T:
yes
Me:
no comment
Sanjanaa T:
It's my pleasure to assist you ✌
I'm satisfied that I have sincerely assisted for your case at my level best today based on Airlines policy. If yes, please spare some time to rate my service on the way out after ending this chat
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
This is a redeployment of my same review published on Google reviews at https://goo.gl/maps/srSz1umcKMuSLA9BA
Refer to my Google Drive folder https://drive.google.com/drive/folders/1aVn1sfOn7D8HoViS-nR3QfqjhkQu0v5F as a "mirror" on the full set of content &o documents for this review
To access my other reviews, this is the link: https://drive.google.com/drive/folders/1V7QG4YQzQCKRkQ7GQ5lRYUL-V1MdDuX1”
