General Issues Problems Complaints on Air Asia

While I have tried to cover all topics and categories on this Air Asia Review site, I recognise that I may have missed some issues that are important to you, the traveller.

Please feel free to make a comment, review or suggestion below about any topic that hasn't been covered here. And don't forget that your tips for other travellers are invaluable.

I'm happy to do some research into the issues, problems and complaints you raise and perhaps even write about it.

Your review and comments about Air Asia will certainly help other travellers out there get a better deal and maybe avoid some of the traps that exist. Smarter consumers make for better business.

Please post your review and comments below. Thanks.

Value of Air Asia Cheap Fares

As a low cost carrier, Air Asia generally offers lower fares than those of the regular airlines. However, because of the regular specials and different fare classes, and the difference in the prices of fares through the call centre, it is often difficult to tell how much of a saving there is from other established non budget airlines.

Once you get past the advertised prices, and consider all the extras like baggage charges, seat allocation, priority boarding and meal costs, the price of the fare is usually not quite what you originally thought.

Then add in the airport taxes and charges and your very cheap ticket has somehow become much more expensive.

There are other issues to take into account as well. You must be at the airport earlier that other airlines and if you miss the check in deadline, you lose your flight. The airport may be harder to get to than the normal airport and may require longer and costlier travel. There is no frequent flier program. And if you are delayed or your flight is cancelled, you may not be compensated.

These are issues that you usually don't have to worry about with other airlines. Therefore there is a question as to the real value of flying low cost carriers like Air Asia. In the current economic environment, more established airlines are discounting their fares, creating less of a price difference with the budget carriers, while still maintaining full service.

What are your thoughts on the discounts provided by Air Asia?

Do you prefer to use the non budget carriers because of the full service?

Or is the price saving from Air Asia worth the sacrifice of service?

Any other comments about Air Asia's cheap fares compared with other airlines?

Post your review and comments below.

Airport Terminal Facilities Quality Air Asia

Many of the airports that Air Asia fly into are the main airport for that destination. For example, the Air Asia X carrier flies into Melbourne, Tullamarine, and Coolanagatta, Gold Coast. Even on many of the regional Asian flights, destinations such as Bali and Phnom Penh are serviced by Air Asia using the main airports for those cities.

But because of the low cost carrier status of Air Asia, they are always on the look out for cheaper, less central airports to use. This is the case with the LCCT terminal in Kuala Lumpur. Standing for Low Cost Carrier Terminal, this airport is near the main International airport in Kuala Lumpur, but is specifically designed to handle budget airlines such as Air Asia. If you want to transfer to the main airport, you need to allow time to get there, at least 45mins.

On the AirAsia X flight into London, the airport is London Stansted, which is about 90mins by bus outside London Central.

These budget terminals are usually just that - budget, without the frills and expense that you will see at main terminal buildings such as London Heathrow. That is usually how low cost carriers save money, and by which they claim to offer you lower fares.

Sometimes, these Airports are well outside the city area that you are intending to visit. The european budget carrier Ryanair have mastered this approach. Many of their airport destinations are so far outside the city area, its a bit hard to believe that they can still label the destination the same name. For instance, their flight to Paris goes to Beauvais, about 2 hours away from the city. Not even the locals would call that Paris.

So don't expect anything too flashy when you get to a specific low cost terminal. However, that doesn't mean that basic facilities, or good transfer arrangements shouldn't exist.

How have you found the facilities at Air Asia's terminals?

Does the LCCT in Kuala Lumpur meet acceptable standards?

What other airports does Air Asia fly to that aren't the central terminal for that city?

Any other issues, complaints or problems with Air Asia's Terminal facilities?

Post your review and comments below.

Air Asia Call Centre Fares

Like nearly all budget or discount airlines, Air Asia has different fare charges on their website than what you will pay if you contact the call centre to make a booking.

In fact, the call centre only offers what Air Asia calls a Standard Fare Charge. You will need to make contact with the call centre to find out what that charge is.

That standard fare charge is significantly greater than the fare cost on the Air Asia website. This might not normally be a problem - people can choose to book online, or for those that aren't able, have someone else do it for them.

However, problems can occur because of this higher call centre fare for flights. If someone is unable to access the Internet or has some disability that means they can only book through the call centre, higher fares will apply.

Worse still, if you have a current booking and need to make a change but cant do so through the Internet, you will need to contact the Air Asia call centre. In addition to paying a higher charge than online as a process fee to change your flight, you will also have to make up the difference of a higher priced fare.

This appears to be a little known fact for many people who want to change their Air Asia flight.

While it appears relatively easy to change a flight online, thus avoiding this problem for most users, there are people who get caught out. If you have a joint booking with a partner, family members or friends, only the entire travelling party can change their flights online. In order to change a flight for an individual on that joint booking, you will have to contact the call centre. They will then hit you for the higher priced fare. Its a bit sneaky.

I have also seen instances on other sites where customers have been locked out of the manage your booking section of the Air Asia site and were forced to contact the call centre. Told that they couldn't be unlocked, they were also forced to change a flight through the call centre. Result - higher fare.

Have you been caught out using the Air Asia Call Centre to book a flight?

Were you given all available information on prices when booking or changing a flight?

Any other issues, complaints or problems with Air Asia's Call Centre Flight Costs?

Post your review and comments below.

Customer Service & Support Quality at AirAsia

In order to survive, most businesses need to ensure that they provide good customer support and service. But can the same be said of Air Asia?

Because one of the things that makes Air Asia unique is that it is a budget airline which operates on many routes without competition. In other words, on some sectors, no other airline can even come close to the price that Air Asia charge for their flights.

What that can mean is that without competition, so long as the airline meets basic standards and conditions, great or even good customer service may be one of the things that isn't essential for companies like Air Asia to survive.

Many blogs and websites indicate some frustration with the level of customer service provided by Air Asia. That doesn't mean that it is all bad, but some people do have some concerns with the ability of Air Asia to provide good service and effective problem resolution. Given the complaint process at Air Asia isn't what most people would consider to be perfect, perhaps there are some genuine issues with the airline.

What do you think about the level of customer service or support at Air Asia?

Have you had a problem with Air Asia and been treated well or badly?

Any other issues, complaints or problems with Air Asia's Customer Service and Support?

Post your review and comments below.

Fees & Charges at Air Asia

Most budget airlines like AirAsia have extra fees and charges which apply when booking your flight, picking a seat and for checking in baggage. These are fees that may or may not exist with major non discount airlines.

These charges are in addition to the taxes and charges that Air Asia applies yo your final ticket price.

Air Asia have a number of fees, the price of which tends to vary depending on whether you are flying short haul around Asia, or on one of the long haul flights offered by Air Asia X.

You will need to keep an eye on the charges when booking your flight. The amount of these charges can vary, and new fees or charges may be applied in future.

The fees and charges that Air Asia may apply to each flight booking include:

Booking fee
Check in Baggage Charge
(3 different classes, up to 15kg, up to 20kg and up to 25kg)
**Note that the baggage charge will be higher if you pay at the terminal and not online
Seat request (optional)
Meal request (optional)
Comfort kit (optional)
Priority Boarding (optional)

Do you think that the fees and charges applied to your Air Asia flight are acceptable or excessive?

Were you fully informed of the charges when you booked your flight?

Any other issues, complaints or problems with Air Asia's Fees and Charges?

Post your review and comments below.

Air Asia Plane Fleet Quality

Air Asia began a process of renewal of its aircraft fleet in 2006, changing from their previous preference for Boeing 737-300's, to the Airbus A320-200.

As at 2009, the Air Asia Fleet (including Air Asia X) consists of 76 aircraft, which is made up of 58 Airbus A320-200, 17 Boeing 737-300, 3 Airbus A3330-300 and 1 Airbus A340-300. The latter two are used respectively on the Australian and London routes.

Air Asia also have a large order placed with Airbus to increase their fleet substantially, for both the short haul and long haul routes.

Air Asia will soon lay claim to having one of the youngest aircraft fleets in the world.

What is your opinion on the quality of the planes that Air Asia flies?

Have you flown on an old Air Asia plane which you were concerned about?

Any other issues, complaints or problems with Air Asia's Plane Fleet?

Post your review and comments below.

Flight Attendants on Air Asia Airlines

Air Asia certainly go out of their way to promote the flight attendants on their airline. Always attractive girls, they are featured in almost every advertisement and on the front page of the AirAsia website.

But what about the service provided by the flight attendants? There is a difference in the priorities of flight attendants between major carriers and low cost carriers like Air Asia and Ryanair.

On major carriers, like Singapore Airlines and Malaysia Airlines, flight attendants or the flight crew are there to provide a service, free of charge. That may mean bringing you a meal or providing you with a pillow or blanket.

On Air Asia the priority is different. After fulfilling the normal tasks of safety and ensuring the aircraft is in order, Air Asia's flight attendants move into selling mode. All items which are provided free of charge on major carriers are actually sold by the Air Asia flight crew.

This includes the blankets and pillows, as well as food and drinks. Therefore, the service is different on low cost or budget carriers like Air Asia.

How have you found the service provided by the Air Asia Flight Attendants?

Have they been helpful to you or other passengers?

Do the flight attendants have a pleasant and friendly attitude?

Any other issues, complaints or problems with Air Asia's Flight Attendants?

Post your review and comments below.

Air Asia's Complaints Process

Most airlines have a method with which they deal with passenger or customer complaints. But do Air Asia?

As far i can tell, there are two ways that you can make a complaint or register a problem with AirAsia.

The first is by completing their online enquiry form, located on the Contact Us page on the AirAsia website, coming under the title of Guest Support. The online feedback form gives you the opportunity to register a complaint or chase up things like lost baggage.

The second way to make a complaint to Air Asia is by simply calling them at the call centre. The staff member will take your details which will be passed on to a supervisor or manager. They then inform you that somebody will get back to you within three days.

However, there are numerous instances where AirAsia don't meet the 3 day response time to complaints.

Have you needed to make a complaint to Air Asia?

Has your complaint been resolved to your satisfaction?

How long did it take Air Asia to return your call or email?

Any other issues or problems with Air Asia's complaints process?

Post your review and comments below.

Food, Drinks & Snacks on Air Asia

Like all budget airlines, Air Asia don't offer included meals, drinks and snacks as part of the fare. If you do want to eat or drink on an Air Asia flight, you must purchase a product from the trolley or if available, pre book a meal when purchasing your flight.

The menu differs depending on whether you are flying around Asia, or on a long haul flight on Air Asia X. The prices are also slightly more expensive when flying long haul. However, compared to normal prices of meals at airports, the food on Air Asia is relatively cheap.

Expect to see such menu items as Asian Fried Rice with Chicken Satay, Pak Nasser's Nasi Lemak, Vegetarian Nasi Briyani, Chicken Hot Dogs and Gourmet Sandwiches. They even have hot cups of instant noodle soup A wide range of drinks and snacks are also available at what i consider to be reasonable prices.

Although beer and wine are offered on Air Asia X long haul flights, don't expect to see alcohol on the menu of the flights around Asia.

How do you find the meals and drinks on Air Asia?

Is the food fresh and tasty?

Are the food, snacks and drinks good value?

Any issues, complaints or problems with Air Asia Food Service?

Post your review and comments below.

Lost or Delayed Baggage at Air Asia

Every airline in the world has lost or delayed a piece of passenger luggage. Air Asia are certainly not immune from this experience. All passengers should understand that there is a small chance that their baggage will be mislaid, lost or stolen.

However, it is how airlines such as Air Asia deals with the lost, misplaced, delayed or stolen luggage that is the biggest issue. The one thing most passengers want is to be reunited with their possessions as quickly as possible. Particularly when they have arrived at their first destination.

However, if they cant get their baggage quickly, passengers expect that an airline will do all they can to retrieve the item, and keep the passenger informed of the search. And it stands to reason that people will want some form of compensation for the loss or delay, if only a small amount to purchase essential items.

Have you had lost, delayed or stolen baggage when flying Air Asia?

How were you treated by Air Asia - were you compensated and kept informed?

How quickly was the situation rectified by Air Asia?

Any other issues, complaints or problems with Air Asia Plane Lost and Delayed Baggage?

Post your review and comments below.

Air Asia Flight Cancellations

All airlines cancel flights from time to time. Air Asia are no different, cancelling flights and putting passengers on another plane. Cancellations are frustrating and costly to the passenger, meaning that arrangements have to be changed at the last minute, for such things as hotels, tours and meetings.

But it is unclear sometimes why flights are cancelled by Air Asia. In fact, trolling through some blogs, many people are suggesting that the reason Air Asia cancel flights is because that they are not full of passengers.

In other words, if Air Asia don't think that it is economic to run a flight - ie they don't think they will make money - they will cancel it. Passengers may be offered one of the following:

The next available flight
A flight to the same destination within 48 hours
A credit to the same value of the flight, to be used for a rebooking within 3 months

Of course sometimes planes at Air Asia are cancelled due to such things as mechanical failure, airport delay and/or closure and bad weather. But some Air Asia flights are cancelled well in advance of the scheduled departure, sometimes over a week prior.

Has one of your flights been cancelled by Air Asia?

How were you treated by Air Asia when notified of your flight cancellation?

Were the alternatives offered to you acceptable?

Any other issues, complaints or problems with Air Asia Plane flight cancellations?

Post your review and comments below.

Air Asia Flight Delay Problems

Most airlines suffer some form of delay from time to time. Air Asia is no different in this regard. Its how often they are delayed and how they treat the passengers that are the real issues.

Numerous reasons are given for the delay of planes in departing and arriving. Some of these are mechanical issues, check in delays, missing passengers, baggage hold ups, airport congestion and bad weather. There are of course other reasons, but the airlines wont always tells you why.

Have you experienced a delay when flying with Air Asia?

Were you kept up to date with information regarding the delay?

How have you been treated when delayed - were you compensated or given vouchers?

Any other issues, complaints or problems with Air Asia Plane Delays?

Post your review and comments below.

Air Asia Safety Record & Review

From all reports, Air Asia appear to have a very good safety record. The only major Air Asia safety incident i have found is a plane skidding off the runway at Kota Kinabalu International Airport in Malaysia, with 2 passengers suffering minor injuries.

Apart from that, Air Asia thus far appears to be one of the leading airlines in incident and accident free flying in Asia. If you know of a documented incident, please feel free to let us know.

How do you rate the safety of Air Asia flights?

Is there anything you think could be improved in the safety area?

Are you comfortable flying Air Asia in comparison to other non discount airlines?

Any other issues, complaints or problems with Air Asia Safety?

Post your review and comments below.

Air Asia Check In Times & Problems

Like most budget carriers, Air Asia runs a strict check in system at all of their departure points. What that means is that if you arrive at the check in counter outside of their designated time schedule, they can and usually do deny you travel. This refusal can be even if the flight is still a long way from departing.

Check in times vary depending on the type of flight you are taking.

For short haul flights throughout Asia, either domestic in Malaysia or international, the check in counter will close 45 mins before the scheduled flight time.

For long haul flights, such as those operating from London to Malaysia or from Australia to Malaysia, the check in counter will close 60 mins before the flight time.

If you want to ensure you can catch your flight, make sure you are at check in well before those times.

Have you missed a flight because of this strict check in policy?

Has Air Asia shown any leniency with this issue?

Any other issues, complaints or problems with Air Asia check in times?

Post your review and comments below.

Air Asia Call Centre Issues & Problems

Air Asia recently upgraded their call centre, which was intended to provide state of the art service for customers.

However, poking around on several websites, it is noted that there are numerous issues with the long wait times and poor service from the call centre at Air Asia.

What are your experiences with the Air Asia call centre?

Do you have to wait a long time before your call is answered? If so, how long?

How would you rate the customer service and problem solving of the staff?

Any other issues or complaints about the Air Asia Call Centre?

Post your review and comments below.

Air Asia London Flights Review

Air Asia will commence flights to London Stansted from Kuala Lumpur on March 11. This is the latest foray of Air Asia into the long haul market, which has followed their move into 3 cities in Australia as well as China.

The Air Asia long haul company is known as Air Asia X.

There are two seat classes - standard economy, and Premium XL Seats, offering longer seat width and legroom.

How did you find the long haul version of Air Asia from London to Malaysia?

Are the seats on Air Asia X flights suitable for long haul travel?

Do you think that the price difference with major airlines is worth it on long flights?

Any other issues on the London to Malaysia route?

Post your review and comments below.

Air Asia Flights Australia to Malaysia

Air Asia offer long haul discount flights from Australia to Malaysia. This was Air Asia's first foray into the long haul market, which was followed by the launch of flights to China Hangzhou from Kuala Lumpur and most recently their push into the European market, flying to London Stanstead.

The Air Asia long haul flights come under the banner of AirAsia X.

Flights from Australia originate from the Gold Coast in Queensland, Melbourne in Victoria and Perth in Western Australia.

There are two seat classes - standard economy, and Premium XL Seats, offering longer seat width and legroom.

How have you found the long haul version of Air Asia from Australia to Malaysia?

Are the seats on Air Asia X flights suitable for long haul travel?

Do you think that the price difference with major airlines is worth it on long flights?

Any other issues on the Australia to Malaysia route?

Post your review and comments below.

Air Asia Flight Change Problems

Most airlines, Air Asia included, have terms and conditions that apply to changing your flight. This can range from not being able to change your flight because of the nature of the booking, to changing the booking but being charged a service fee and making up the difference in the cost of the fare.

Air Asia allow you to change your flights for most of your bookings, but do charge a service fee which varies depending on the service that you are using. For example, if you fly from Malaysia to Indonesia, the change fee will be different if you are flying from Australia to Malaysia.

In addition, the fee will be different if you change your fare online to making contact with the call centre.

How have you found changing fares with Air Asia? Is it a simple process? Are their fees and charges too much? Any other issues?

Post your review and comments below.