Komentar :
ali moulay (22/07/2020 03:25)
Always close.Girls no nothing about flights when they work sometimes.No way to reach someone on phone.Wasting our time and$$$$,booking with air asia.Even their office at the airport is close
No customers support.Very bad service.Do not book online,wasting your $$$
Brian Anggitasari (10/07/2020 15:13)
Bad service, can not solve my credit point problems. My flight was cancelled on March, and until now on, the credit point doesnt appear. They can not answer why. They do not say sorry. They just say it so badly and not polite.
Krisna Aditya (22/06/2020 07:43)
Since Covid 19, seems like the company is being mute, (AKA hibernation as they say on the email announcement) trying to hide away from their customers who are asking for the refund. Super NOT professional!
So this is how a budget airline supposed to be i guess, how ironic..
Natalia Dorofeeva (15/05/2020 12:11)
Disgusting service!!!
No office in Bali works and does not respond, although hours of operation are indicated everywhere! Today, Friday 15.05, no one has been in the office at the airport since 1 p.m., although no one picks up working hours until 3pm. How to reach you? How to resolve the issue of a canceled flight if it is impossible to contact you?
R K (25/04/2020 03:01)
Terrible company, not giving money back at COVID-19, even can't fly, they didn't cancel and workers are liers
Mark Berchowitz (11/04/2020 12:39)
AirAsia takes flight, with the 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.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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 airlines 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 guests 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.
Adhe Sari (29/01/2020 11:05)
The officer (women) werent helpfull. The man is helpfull though but they cant help me to solve my refund issues :(
joseph fernandez (04/01/2020 13:28)
Poor of hospitality, should provide numbers for queue up. Staffs not well trained for handling customers, need more attention.
st sh (24/12/2019 19:40)
this co gets swelling head, try to block all possibilities to contact them after you purchase the ticket, tried to call jkt, australia office etc instead had to chat with ava which was useless for refund etc, sooner or later you will learn your lesson like jetstar!!!! what's the point you fly but in case impossible to modify, NEVER AGAIN!!
A vrity (17/12/2019 11:09)
The parking for the motorcycles was full of garbage and of course of big rats jumping everywhere when you park your scooter. The 2 ladies there don't know the meaning of the words "service" and "smile". Not even a "selamat sore" to welcome you and a face that was saying "how do you dare to disturb my nap". You don't see what you purchase, nothing is transparent. And they refused to print my boarding passes (I've just paid for an upgraded seat.)
angiee06 . (09/12/2019 08:03)
Air Asia,
We booked a flight with Air Asia from Bali to Manila the evening of December 3. However due to Typhoon we received an email that our flight was cancelled and âTo make up for the cancellation, we've rebooked you on the next available flight. Your new flight details have been updated in your travel itinerary. Kindly check your email for your new travel itinerary.â
Which never happened...there was never a flight rebooked to Manila. I tried contacting AirAsia through live chat for a few hours however it never connected me a customer service rep. Attempting to call at this point was useless so I decided to go to the nearest air Asia office. When I did, they told me they couldnât do anything and to talk to the manger at the airport air Asia office.
So to the airport I go, to see this âmanager.â When I talked to the rep, I had insisted to speak to the manager however he brushed that off. He couldnât get us to Manila on the next flight because it was full (I had a flight to Manila to Japan that I couldnât miss because it connected with my flight back to Vancouver) I made this very clear that it was extremely important to get to Manila before my next flight took off. However, there was just no way. He then discussed getting us on a flight to Tokyo so we could catch our connecting flight (For free) which seemed to be our only option because every other airline to Manila was now all booked and way to expensive to fly.
We had to speak to our other airlines and made the arrangements and paid over $800.00 to do so. When we returned to the airport the following day to book our flight and take that offer that was spoken of and promised. It was no longer honoured by the company, the worker brought the manager out and he explained to us that it was a mistake of his worker. So the only option the manager and his worker offered us was to fly us to Bangkok and we had find our own flight out of there. After 3 frustrating hours of dealing with the manager and worker with tears streaming down my face, we had no choice but to book new tickets ourselves to Tokyo. They didnât even offer to book it for us, instead just sat in front of us on their phones.
They wonât give us a refund till after 30 days, due to Air Asiaâs policy. This whole process of the Air Asia office at Ngurah Rai International airport is extremely unorganized, very unprofessional (the entire time we were speaking with them they would just turn to their phones and message on whatâs app) and a complete waste of time. In total of 6 hours at their office wasted over a span of 2 days.
I do like flying with Air Asia, I would never recommend anyone going to the DPS office because itâs just useless. The company left us stranded in Bali for 2 days with no help. Just book through the site. I hope to anyone booking with air Asia that they never have to deal with a cancellation with them and that $1,200 âmistakeâ of their worker.
Ari Oktav (06/12/2019 14:14)
Dont waste your time looking for their office in Bali, great flight but poor support
RDM Dwimoul (14/06/2019 11:56)
OK'lah Siippp & Excellent Service
Victor Cunningham (18/09/2019 10:20)
Very pleasant staff and very helpful indeed its just a pity the young lady put the wrong email address as I found out later when trying to check in
Matthew Zetouna (13/09/2019 08:01)
Terrible customer service, flights are uncomfortable and outdated. They still require you to put your phone down at take off and landing. Not worth the price.
Slow at baggage handling.
Jai guru Shiva and Vishnu Parvati (30/08/2019 11:52)
Awesome lay down beds from Bali to India! Great price and was very nervous about my 1.5 hour layover between planes but as usual Air Asia came through shining! Made my layover and loved my inflight experience!
Ashley Durning (30/08/2019 11:00)
Super frustrated. I tried checking in online, get all the way to the end after I enter my credit card number for additional baggage. It the says one last step which was to swipe left on this arrow. I do that and it go back a page and cancels my entire check in. Tried it again multiple times for it to not load at all. Fine Iâll check in when I get there. Online my check in said 3000php ($76CDN) for my bags.
Get to the counter. The girl tells me it will be 6000php because they donât have a kg amount available for 18kg. Only 15kg. THEN says she made a mistake and it is now 9000php. Absolutely outrageous!!! $230CDN for two bags at 18kg when my flight was $180 round trip... absurdity. Try to contact them to reimburse (even just some and pay what I originally saw at $75CDN) and they say thereâs no record that I even tried to check in. So they wonât do anything. Even after showing them the picture of the loading screen that now wonât change for me. Brutal. Will never fly air Asia again. I could have flown Philippine Airlines for $42 more round trip BAGGAGE INCLUDED UNDER 23kg. Wonât make this mistake again. I suggest youâre careful as well.
Dean Britz (24/08/2019 06:31)
We book a return flight to bali from Perth with luggage of 23kg. No problem getting to bali. Now its time for the return trip.we go to check in and are told we don't have checked in baggage for the return trip and have.to.pay an.additional $80 to check our bag in.
So here's the issue- didn't air Asia have the decency to advise via a website warning that baggage isn't booked both ways.is it new trend to go on holiday and then leave everything behind? Or is this another way to rip customers off.
Someone needs to call me on +61 41 457 8997 to discuss or perhaps I should post a review on trip advisor?
Azaria Tan (12/08/2019 02:14)
Worst customer service! Based in Bali. Modifying booking seems like as complicated as taking care some serious documentations.
The officers at offices in Bali are clueless ; 1 office was not even available due to system/server down, the other office, has an officer that was clueless and helpless saying that it is just a sales office.
The flight rates really explain the level of customer service!!
Ryo Onodera (06/07/2019 06:46)
All is good for the clear explanation for my flight changing.
Rich Fenlon (04/04/2019 05:15)
Helpful staff even though they couldn't assist with what I needed they took the time to find out where could and gave me addresses and directions. Thanks
Charles Price (24/10/2018 03:24)
Sunset Rd office always very good and helpful. Been there many times.
Occaisionally understaffed but overall no complaints whatsoever!
Ryo Henry (29/09/2018 06:08)
Paradise in Bali. Beautiful teller, warm greeting and smile. Nice services. Perfect! đ
KEEP CLEAN Koh Tao (27/08/2018 06:06)
Very bad customer service by the company. They did not give me any answer to the problem I had and they just wanted to sell me more products. Definitely this will be the last time I travel through this aera line and I will also recommend to all my family circulate and friend who does not travel more for his terrible sevice of the client
Lucas Enrique ViganĂł (27/08/2018 05:51)
Very bad customer service by the company. They did not give me any answer to the problem I had and they just wanted to sell me more products. Definitely this will be the last time I travel through this aera line and I will also recommend to all my family circulate and friend who does not travel more for his terrible sevice of the client!
Keight Pawluk (20/05/2018 04:21)
Worst airline ever .... scammers and rude staff if you think your saving money your not they will find whatever way they can to scam you out of more money ... next time i will pay the extra money to fly with a real airline that has costumer service and actually care and dont loose baggage
Gregor Schmitz (08/05/2018 15:47)
No one answers the phone...Have to go to their offices . Service was good.
Courtney Joe (02/04/2018 14:38)
Terrible experience with Airasiax. They say you can buy luggage on their fares prior to booking but when you try it the app comes with up with error after error and doesn't let you add a booking in order to "manage it" and add checked luggage. We even tried on the full website on both laptop and mobile device. Same thing over and over again. We tried for hours and hours over 2 days and no result. Rung the hotline and on hold for 30 minutes no answer. Completely useless.
We get to the airport and explain this to them as we continue to get the same errors all the way up to the cut off time. (You need to "manage the booking" 3 hours before checkin in order to purchase food, luggage etc at acceptable rates)
They charge us $400 AUD for 2 suitcases after speaking to a manager nobody cares or wants to help. Its absolutely clear as day we are having a genuine problem as we show screenshots with time stamp of error messages to ground staff. We also show him the manage my booking section that i had been refreshing all day which shows another, different flight that i added baggage too, and the flight in mention is not there.
The app then allows me to check in to the flight but still does not show up on the manage section.
This is all a big scam to rip customers off.
DO NOT UNDER ANY CIRCUMSTANCES THINK BY BOOKING A FLIGHT WITH AIR ASIA YOU ARE SAVING MONEY. THEY WILL RIP YOU OFF AND SCAM YOU OUT OF MONEY AND YOU WILL END UP PAYING MORE THAN A BETTER AIRLINE THAT DOESN'T PENALISE THEIR CUSTOMERS FOR HAVING A NON-WORKING SYSTEM WHO INCLUDE BAGGAGE ON THEIR FLIGHTS INSTEAD OF HAVING GLITCHES IN THEIR SYSTEM AT CUSTOMERS EXPENSE
Allen Longstaff (02/03/2018 05:12)
Staff always so helpful
Change flight
Print boarding pass
Always smiling
Thank you
Juzfor Share (10/02/2018 03:54)
Nice staff.. Great service..
Made Fajar Trisna K. (15/01/2018 15:14)
The staff were helpful and they give me any suggestions for the pricing (other tips for buy the ticket via online). Good job guys
Advantours Bali (28/08/2017 16:20)
One staff only, who can't solve my login problem. So he just said that the member system is having a maintenance. Limited car park space as well and it's on a crowded T-junction, so I had a problem to exit the car park.
You Happy And Healthy Ever After (18/09/2017 07:02)
Wrong phone number listed. Was not able to get though on this number. When I finally got through they told me too late to change ticket so I lost my flight because AirAisa has the WRONG number listed in Google!!!
Sandra Bali (28/08/2017 16:20)
One staff only, who can't solve my login problem. So he just said that the member system is having a maintenance. Limited car park space as well and it's on a crowded T-junction, so I had a problem to exit the car park.
Blaise Samoy (03/08/2017 06:14)
Good budget airline.
Ro Mico (11/03/2017 23:41)
The staff is very informative & good service
Troy Amiet (19/01/2017 23:45)
Great service with a smile, sorted my flight changes in no time, well done to the staff here. Easy parking too.
Duke Dutch kendamas (17/12/2016 03:14)
They say they are open till 21.00 but they are not. I was at the office on sunset Road Bali, but is was fully closed and not even a ceremony day!
davidoffbali (24/10/2016 07:31)
Service are slow when crowded. Waiting place with limited sofa and no water when you are on queue
Jean-Jacques Putallaz (18/10/2016 04:44)
A real pain........
Have you ever been able to get AirAsia on the phone ? Not me. Wasted the whole morning trying to call them without success. Not been able to locate them on Sunser road either.........
Graham Stone (06/09/2016 05:44)
If you book your ticket in the office you don't get the "promo" prices listed online and your service fee is 95,000 rupiah. If you book online you get promo prices but the credit card service fee is quite high. The cheapest way is to book online and pay either by direct debit (from limited Indonesian banks only) or by paying through a convenience store (maximum 5,000,000 rupiah per transaction though, so you may have to book separate tickets if you are flying return).
Dom VRS (21/06/2016 07:49)
Easy and quick to get your ticket