They advised me to book another ticket for my wife to help with carrying baggage, which I did.

I flew Penang to KL then KL to Stansted without incident.

When we tried to take the return flight from Stansted to KL the check in staff said that we could not combine our baggage weight because we had booked on separate tickets (we always travel with only 1 bag).

We had to purchase another bag at a cost of 45 pounds sterling & place half of our contents in it to meet their crazy requirements.

This meant that my wife now had to carry 2 half empty bags instead of 1 because I was on crutches, unbelievable! especially after I sought air asia’s advice on this.

On return to Penang I duly complained about this discriminating behaviour towards temporarily disabled passengers & I received an apologetic reply that ultimately stated that the check in staff at Stansted had done no wrong.

What really made me laugh was the penultimate line in their e.mail which said:

“We truly understand your situation and has taken it positively. Although we cannot change your past experience with AirAsia, we value your patronage and trust this incident does deter you from flying with us.”

Well, one thing is certain, that is I am in total agreement with the numbskull who wrote this e.mail as my experience HAS had their desired effect in deterring me from flying with air asia ever again.

My Air Asia flight this month was also canceled (the whole route was canceled as Air Asia no longer deemed it profitable). I was not notified until one week before the flight even though they’d known for much longer, and after arguing with their helpline (who put me on hold for over an hour) they will only be refunding me the base fare of the airfare, without taxes, meals, baggage allowance. I have complained by email and phone continually, but they are untouchable (call center is outsources, email is outsourced, and there is no address to actually deal with the company).

Air Asia are nothing but criminals, the biggest fraudsters in Malaysia.

1) Do not buy any expensive tickets from them. Try to buy zero fare or fares below RM100. Try to limit your losses when your flight is cancelled. My flight to Manado is zero fare, which I have to pay for the M’sia airport tax RM25 and the convenience fee of RM5 one way. So my losses is only RM35.

2) Do not book meals with them. Try to stuff your stomach before boarding. AirAsia flight is not long haul anyway.

3) Do not prepay your baggage/luggages. Pay them at the airport even if it cost more. Consider the extra payment as insurance paid if your flight is cancelled.

4) Do not travel with AirAsia X as their long haul flight sux. You will need a day of rest when you reach your destination because the seats are so narrow and almost without leg room.

Air Asia gives bad service, bad staffs, empty promises, delays. A

I tried air asia only twice and it was a nightmare!

First experience. My 5++pm flight from Kota Kinabalu to Kuala Lumpur was delayed to 12++ mid night. We also order hotdogs and nasi lemak which we paid for when we bought our ticket online. We did not get our food. Reason? : It’s 12 midnight, no more hotdog and nasi lemak said the flight attendant. We feel cheated. Furthermore they promised to give us credit option due to flight delay the next time we fly with them, they did not. They promised to get back to us, but they did not. I gave up.

Second experience, i was foolish enough to purchase 2 flight tickets to guangzhou from kl lcct thinking to give them a second chance. We arrived before the time required, lcct is congested as usual. No information counter. No body to inquire from, as the result, we queued at the wrong gate. Then we go to supposely ‘special counter’ that can ‘supposely’ able to help us and to our suprised, we were told that we are too late and refuse to give us our boarding pass. At that moment, we were an hour from the take off time.

The staff is kind enough to respond : “buy another ticket la! oh btw miss, next flight to guangzhou is full too. Next!” We requested the manager, instead he scoled us there’s nothing he can do, scold us how many customers he have to attend to and told us our money is burn, rudely. they dont even keep eye contact while talking to us.

Tony Fernandez, your company sux! Im flying Malaysian Airlines.

Tony darling, we know you are flithy rich now, try to walk in your customer shoes. Stop rubbing how Richard Branson is your bff, maybe you have time to do so.

It is clearly obvious this company or its parent company-Maylasian Airlines- do not care or bothered about internationally accepted practice called- CUSTOMER CARE. No wonder the Americans are world leaders when it comes to putting the cutomer 1ST!!!!

I now have fear about what is likely to happen or not happen on the 3 flights I have booked with Air Asia. Even many of the low-cost budget airlines in Europe like Ryan Air and Easyjet with their less than perfect reputation- would treat their customers better.

I think the more people spread the word about this awful company called Air Asia ( on sites such as Facebook, Youtube, My Space and Twitter and WHICH? consumer magazine in UK) the more we will all force this dreadful company to change its awful and disgraceful parctices.

Looking into the horror stories here and elsewhere, decided to look at this so called award. Skytrax is in fact a Market Research company, with many “clients”, so could it be that they are actually are Skytrax’s biggest customer, and are getting some payback?

For refund, they will not refund the full amount to my cc.
I can “deposit” this amount to my account in air asia, which of course forced me to buy another ticket from airasia if i don’t wanna lose money.

Do not believe in any of their promotion!!

I end up having to buy more expensive tickets from them..

How cunning….

I must ask other airlines for a comparison – seems interesting that with this level of customer care “You’ve won an award”

Hi it’s over 50 days now so you must be extremely busy !!

Hi – it’s now 47 days and growing. I’ll be in K.L. sometime in August and will then be able to turn up in person; do you think I’ll get some answers then ???

— On Mon, 27/7/09, rod baser wrote:

From: rod baser
Subject: 45 days and no reply
To: guestsupport@airasia.com
Date: Monday, 27 July, 2009, 8:52 AM

It’s now 45 days

Flag this messageFw: How do you get Air Asia to reply ????Friday, 24 July, 2009 10:27 AM
From: “rod baser” View contact details To: guestsupport@airasia.comIf you don’t have the courage to follow your dreams , why should they ever come true ?

Hi – I’ve tried sending an e-mail to customer-donotreply.com which is an address one of your staff gave to me but it was a failure. So until I get a reply from you I’ll just have to keep trying and see how long it takes or I go to K.L. airport which ever is the sooner. Rod Baser

Rod Baser

Fill your heart with simple joy Traveller,
Scatter freely along the road the treasure you gather as you go.
“Judgement” (Rabindranath Tagore)

— On Wed, 22/7/09, rod baser wrote:

From: rod baser
Subject: Fw: How do you get Air Asia to reply ????
To: guestsupport@airasia.com
Date: Wednesday, 22 July, 2009, 5:39 AM

If you don’t have the courage to follow your dreams , why should they ever come true ?

IT’S NOW 42 DAYS see below.

Rod Baser

Fill your heart with simple joy Traveller,
Scatter freely along the road the treasure you gather as you go.
“Judgement” (Rabindranath Tagore)

— On Mon, 20/7/09, rod baser wrote:

From: rod baser
Subject: How do you get Air Asia to reply ????
To: guestsupport@airasia.com
Date: Monday, 20 July, 2009, 2:21 AM

Question. How many days have to pass before Airasia reply to a letter of complaint ?

Answer. I don’t know I’m still waiting ! – 45 so far

Dear Sir – in case you didn’t receive my last letter I’m forwarding you a copy.

Rod Baser

Fill your heart with simple joy Traveller,
Scatter freely along the road the treasure you gather as you go.
“Judgement” (Rabindranath Tagore)

— On Mon, 13/7/09, rod baser wrote:

From: rod baser
Subject: Dealing with complaints
To: guestsupport@airasia.com
Date: Monday, 13 July, 2009, 11:12 AM

Dear Sir – I will be very suprised if I receive a reply to this letter given my experience to date but feel obliged to try before I voice my concerns to the ex-pat community in Goa ( India ). I was very excited when I saw that your company was flying from India to Malaysia and so I booked to fly from Trichy to K.L.
Arriving at Trichy and going through security was a farce. The staff had failed to set up their equipment properly i.e. the rollers were not abutting the conveyer belt as a result my hand luggage fell between breaking my glasses. I was completely ignored until I raised my voice when a staff member said over and over it was an accident when I asked about an apology he repeated sorry over and over as if repetition would make it better.
Even though I had paid extra for express boarding there was no anouncement and I boarded with everyone else – as the plane was not full it didn’t matter. I have repoted this twice on your feedback form and despite your claim to answern within three days – I’m still waiting.
Checking my e-mail in Bali – I flew there from K.L. – I was informed that my return flight had been cancelled i.e. Denpasar to Johor Baru. I replied to the letter asking for further information and mentioning your lack of reply. I then received another letter pretty much identical to the first advising me that my flight was definately cancelled. I then spent 10 days phoning up to three times a day at some expense and considerable inconvenience.
I outlined my problem ad – nauseum until eventually I spoke to someone who was able to deal with my problem and re-route me to K.L. Of course I didn’t get the seat I’d paid to select and once again there was no anouncement of express boarding. Although I wanted to be in Johor Baru my Indonesian visa was on the point of expiring so I had to take the only offer I had after 10 days of stressful phone calls.
To sum up my experience of your flights can only be described negatively and your customer care as a joke. Two letters to your feedback page – no response
Two letters to the person who informed me of the flight’s cancellation – no response.
10 days making phone calls to try to get a re-route.
One of your operatives informed that the flight had not been cancelled but that it was no longer operative from that airport – I feel sure you will sypathise with me when I said
the distinction was to subtle for me.
Finally I hope that there is some explination for this catalogue of bad service and lack of customer care – possibly a computer glitch. I shall be interested to hear any comments if you choose to make any. yours faithfully Rod baser

Rod Baser

Fill your heart with simple joy Traveller,
Scatter freely along the road the treasure you gather as you go.
“Judgement” (Rabindranath Tagore)

Air Asia its not big that count- its small issues that are important.One unsatisfied customere will one grow to be a thousands in not too distent future.
Act whicle you before its too late.