I received an email from the CEO !
We’ve grown tremendously in the past 8 years, from 2 planes to over 75 planes, from 1 million guests to over 60 million guests and from 200 staff to 6,000 staff – because you’ve believed the impossible.
It has been a challenging rise to the top but we’re proof that an Asian brand can make it globally.
To us, being voted as the best by all of you is the most meaningful recognition we could ever receive -
for that, we are grateful.
We’ve taken the world by storm and now, there’s only one thing left to do – to lead you into a new era
of flying.
Thank You.
Best regards,
Tony Fernandes
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Hi Tony and Air Asia;
Deep inside my heart I respect you all, how you all bring up Air Asia as the the best flight (thru some articles I read on Asia Asia) disebalik saingan dan halangan Air Asia tempuhi. BUT I was really shock when I saw Air Asia latest ‘iklan di TV’.. cukup meMALUkan, as a citizen of Malaysia yang bersopan santun. I urged Air Asia HENTIKAN iklan lucah sedemikian. Be responsible becoz as what your motto said –
We’re the World’s Best Low Cost Airline because of YOU! YOU = 1Malaysian. Hope your prompt ACTION! Thanks.
Dear Sir,
I would like to enquirer about your flights from Kuala Lumpur to New Delhi, India. Please let me know when Airasia, will be lunching the Flights, from Kuala Lumpur to New Delhi, India. Thank You,
With Regards, Marla
My cousin who booked a ticket in India. He would like to increase in baggages on linE BUT itwas bloked. so HE asked me to call 03 21719333 . I tried calling many timeS.did get a good response.the line was very soft. it told one email address which i cant hear at all. Pls remove the blocked (additional special reqest SSR service. His booking no. is AMLJAV.TQ
Try to contact this number
+603 2171 9333 (Self Help Menu)
Operating Hours : 8am – 9pm (GMT+8)
Hi …I hope that this time I receive same sort of replay …I have logged 4 emails by your website in the last 3 weeks and to date have not received an email replay …I don’t want to be another of the seemly increasing legion of people publicly complaining about the service they have received by Airasia….My wife has flown before and I am (was ) about to book 14 people on Airasia from Perth to Bali but I am somewhat reluctant to do so after this problem that I am experiencing … to my problem :
• On 24 may 2009 booking number SC3ULN we booked a flight from Perth to Bali departing at 0450 on Mon 22 March 2010 and returning Mon29 March 2010 at 0410 for the 2 adults and 2 kids
• At the same time we also booked the same flight for another friends for also 4 people
• On the 3rd of December we decided to extend our booking to return on the 3 April …we never intended having the time of departure from Perth changed but by pure chance we discovered that our confirmation stated a departure time of 17:25 NOT the original 0450…
Please Please can we have our original departure time so that we can go with the other family who has never been to Bali before and are now scared of getting there hours before us …please it was never our intention to change the departure date and to this day I cannot remember been asked if I wanted to change it ….we have already paid almost $600 extra when we extended our stay and return at a later date…. it would be very unfair for us to pay more when we had no intention to have the departure date changed ….
My Home number is +61 8 94476476
My home email is ribonimt@hotmail.com or ribonimt@bigpond.com
PLEASE tell me how we can fix this without paying another lot of $…PLEASE…THANK YOU
Please email to plcomplaints@airasia.com
On 28 Mar 2010, I lost my baggage on my way back from KL to Penang due to AirAsia mistake! When I lodged the report they promised to email and call back by 29 Mar to update on the status but they DIDN'T make it. I had to call back their station, and no one answer the PHONE! I had to go to their station almost everyday since the incident just to have an update as they did not call back as per their promise!! 31 Mar, a staff from Penang station told me that there was a un-tag baggage found in KL but after confirmed with KL, we found that it was not belongs to me. I'm wondering how many such cases happen in a day….
1 Apr, staff from Penang station told me to log a complaint via Air Asia website as they cannot assist any further, according to the staff this complaint will then reach customer care and someone will contact me. I did so but no reply received until this morning and I have to call 03-87776604. A gentleman answered the call and he mentioned that if I didn't receive any update from Air Asia until 13 Apr then I should call back and look for him to discuss about the compensation. That's all Air Asia(the so called Best Low Cost Airline) can DO!? I can wait till 13 Apr but I need an update everyday on the status so that I know someone is trying to track back my baggage. Thanks to the gentleman who answered my call as I have his promise to send me email everyday for the status update. Pls keep your promise and don't have me to call everyday.
We checked in 5 baggage but only 4 shown in their system! Where is another one? How is this happen? How can you deleted one of the bag record in your system?? What effort had Air Asia put in to track back my baggage? I need an answer pls. Don't just ask me to wait for nothing!
airasia sucks!
called the service center almost 1 hour but nobody pickup the phone!
Too bad !
I booked KL-Haikou flight which supposed to depart on 23rd July one year ago. However, the flight has been delay 1 day later (24th July)without any NOTIFICATION to me!
It is so coincident I called up to your call center yesterday afternoon to check my connecting flight details for KL-PG, and I only know the flight has been changed!
What is your process of having flight scheduled changed? Without inform your customers???? I used to received alerts (for my KL-PG flights) to inform me that flights time has been changed. Although it’s not a good experience that to you guys always informed that time has changed, but, with earlier notification to me, it’s really helpful for us to plan ahead our time. We have total 9 people come along for this trip, all of us are working, and we need to apply our annual leave and plan ahead EARLIER!!
The main problem to me now is, I have booked 4 rooms in TuneHotel on 22nd July for my early flight to Haikou on 23rd July. But, I only know that the flight being changed to 1 day later, and that’s already 19th July, and when I called up TuneHotel to have my room bookings change to 23th July, they informed that Hotel has been fully booked. And, due to short notification to them, I need to pay for RM30 to cancel for each booking!!
I understand that AirAsia and TuneHotel having 2 different management, however, if I will receive your earlier notify, I will have get my hotel bookings changed and all these unnecessary troubles would be avoid.
I have BIG problem now to get a new hotel and PAY extra money for another 4 rooms just because of NOT being notified by AirAsia!!!!!!!!!!!!!!!!!!!!
What is your process when having flight rescheduled???? I need a reason WHY I not being informed, and a SOLUTION for my TuneHOtel bookings by TOMORROW!!!!
AIRASIA is really sucks.It is operated by a group of conmen who
organise themselves as airline operators.This airline is called AIRASIA.
Sometime ago I took AIRASIA to one Asian country and I swear not to
take this Airline again to wherever destinations.After a few years I
…broke that…
Very hard to get thru air asia phone included toll free, there no body
pick-up or engaged only. I call since 11.30am until 4pm. Very bad……
hit and run business, avoid at all cost or regret yourself later!
I've made a booking error and to correct this I've been trying to call airasia's office for hours but to no avail. Please provide the assistance.
Yue C M
A PAINFUL EXPERIENCE WITH AIR ASIA IN KLCC
Having seen a lot of attraction in media and in the web I have booked a return passage for my family of 3 (includes 4 year old baby girl) from Brunei – KL – Kolkata, and have paid the required fare as per airlines policy, eg; extra baggage over 15 kgs, selecting your choice of seat, ordering your meal etc etc. For your information, I have travelled approximately around 30 years now with several airlines, but with Air Asia it was my first trip and will be the FINAL ONE. To be more accurate, we have extra baggage and have paid for the excess baggage fare in Kolkata without any concession so far (as other airlines provides for travelling in a group or a family). The following day ie; Mon 6 Sep 2010 have booked (3 months in advance in May 10) for KL – Brunei at 1310 hrs, now, here begins the real policy of Air Asia and its’ miserable management, unhelpful and how to make money attitude of its’ staff. I along with my family checked-in well in advance at 1130 hrs (flt time 1310 hrs and boarding time 1230 hrs printed in our boarding pass) in ‘drop in baggage’ counter ‘S 14’ where I was asked to pay MYR 160 for 7Kgs + excess baggage. As our boarding time approached I along with my family had to go through ‘security check’ where all passengers of ‘mixed flights’ being checked (or harassed!!), where they were four of them checking passengers ‘hand baggages’, and we were interrupted and told to re-check one of the hand baggage which they said ‘over sized’, I then along with my friend rushed to counter ‘S 14’ where a very rude and unhelpful lady was attending passengers, as our flight was announcing boarding time I had to skip the line and requested this unhelpful lady to check-in my so called oversize hand baggage who flatly refused and asked me to stay in queue. By the time when my turn came, she said gate is closed for Brunei flight, then I complained to her, that if she has done it earlier it would not have happened. I then had no alternative and had to run through the security and immigration carrying my baggages and my baby girl bathed with sweats, as I gone through the procedures, my flight has left us behind. I complained to many officers on duty, all said it was all my fault that left us behind. Here I wish to express few of the points that other airlines follow that we know for flying with them many years. Firstly, as all other airlines, Air Asia should assume that checked-in passengers are already in the terminal and may be going through problem and must look for them, as all the details of checked-in passengers are already exists in their system. This they did not bother to do neither announced the names of the checked-in passengers. Secondly, if any passengers are stopped with this type of problems should be helped by their staffs as done by other airlines. My experience told me that I could see many passengers facing such problems running for help in the terminal and later found to be left behind. Then I was referred to counter No R14 where I found another ‘south indian origin’ attendant who was not even unhelpful but adding pain to the stranded passengers, from whom I got negative response. I then was asked to go to counter No S25 where according to R14 attendant, a ‘Duty Manager’ will be there to sort this problem out, I went there, here again another ‘Air Asia’s’ specially selected ‘rude’ and unhelpful attendant was attending, whom I narrated my problems, which does not seem to affect him and asked me to wait for his ‘duty manager’ to come, by the time, my 2 hours already gone, I was not aware where is my wife and small baby, (let alone for rest and food!!), I told him I donot have all day to wait for his ‘duty officer’, he just ignored me and did nothing. Finally, I had to take refuse in ‘Police Post’, where, at least got some helpful tones, and I was asked to speak with one of their officer over the phone, and was told that as this case is between the ‘air line and the passenger’, they would not be of any help. Within this few hours, I met up with many stranded passengers running here and there without any help by airline staffs, then I decided to solve this problem of mine by approaching through proper channel and went to ‘Air Asia’ office in the 1st floor, where I met a security guard who did not allow me to go inside, instead called another ‘Indian Origin’ a Punjabi young man who introduced himself as one of the managers, from whom I got same negative response, finally I had to go back to police again and wrote a report. Please note that by the time I made this report it was already 1630 hrs, 3 hrs and 20 minutes since my flight left us, still I was running for help without trace of my left luggages and my family stranded in some corner of the over crowded halls. Then the duty policeman sent two of his staff to counter R14 and submitted my report, where there was another man on duty ‘Jason’ who called me in his counter and finally wanted to help, provided I pay extra money ie; B$ 387, in addition to the previous return fare I paid for Brunei –KL B$ 728:90, B$ 65 for excess baggage, which totaled as B$1180.90, a normal return fare for any other ‘world class’ airlines. I have not mentioned about the extra hotel charge I have paid for another extra day in KL. So now you will have the clear picture how anybody can say this is ‘low cost’ airline. The reason, I am sending this report is not for the hard time I got from Air Asia, but for those who are suffering now and will and having hard time choosing this airlines, as I have witnessed people crying for help in the terminal, luggages off-loaded for checked-in passengers, growling staffs with greedy eyes how to make money out from troubled passengers. I assure all that with this sort of service in the name of ‘best low cost airline’, this airline is just after making money by looting its’ innocent passengers and this message must be spread wide and fast to save innocent people. I SINCERELY DISCOURAGE ALL INNOCENT FIRST TIME PASSENGERS LIKE ME TO GIVE AN EXTRA THOUGHT BEFORE TAKING THIS AIRLINES OFFER AND ATTRACTIONS!!!
saya mohon bantuan air asia utk mencari kiriman saya ke brunei yg tidak dapat dikesan sejak seminggu yg lalu. tracking item no saya ialah 807-0132 1902. rakan saya di brunei en shafie (no tel +6738848091) melaporkan bahawa beliau tidak mendapat kerjasama yg baik drp air asia brunei utk mendapatka kiriman saya.kos kiriman saya utk 20kg ialah rm600.Diminta air asia KL memberikan bantuan.
shahrizal
0133020954
Worst Airline you can find in the world…lost baggage, flight delay for unknown reason, blood sucking airline. charge everything but service worse then FOC value…no more air blood sucking asia airline for me.
Have you log any report ?
I waited a week to see if I wanted to write in to complain about the worst customer service experience I ever had in my life, and I guess I still did because the insult and incident was truly unforgivable.
I was traveling from Penang to Hong Kong on the 27th Dec with my wife and we had our belongings on one cargo bag. Thinking that the bag might be overweight after returning from our honeymoon in Bali, I added another 15kg for baggage on top of her 20kg purchase.
The first thing we met at the check in counter was a staff (Goh Kah Leong) that looked like a street hooligan in Air Asia uniform who said “your bag is overweight at 28kg”. No hello, no good afternoon, no smile. Nothing. We then explained that we traveled together using one cargo bag to save space and bought extra baggage to make a total of 35kg. It went totally down hill from there when he put on a “I-don’t-give-a-shit face” and insisted rudely that we removed items out of our bag. Goh insisted that we reduce the weight down to 20kg and had me taking out 40% of the bag contents. In the end, the cargo bag went in 8kg lighter and our hand carry items increased 8kg and me holding a pair of dress shoes and 5 separate bags/plastic bags. Talking to him was like talking to an insolent kid who wants his way. Unbelievable! He managed to infuriate me to the point where I contemplated physical conversation. My normally calm wife was so angry that she got involved.
In today’s world where there is so much competition with airlines, budget or otherwise, the customer service portion of a business should be given some attention. Its entirely possible that the staff at Penang airport has never had any service training whatsoever, including the manager on duty Nicholas Cho. In all my years and hundreds of thousands of flying miles, I have never ever experienced such insolent, insulting, childish, unforgivable behavior from a service staff. It is apparent that the culture of being rude to customers is allowed there when his manager, Nicholas came and said “If you would like to complain, you can write in to us”. Obviously that tells me that he feels he can get away with anything because there will not be any action taken by the company. With the service manager supporting his insolent attitude, Goh can actually nod his head when I asked, “Are you just trying to make it difficult for me?”
There are right ways and wrong ways of handling such a situation. He could have suggested paying extra to increase the 20kg to 30kg as I am aware that no single baggage should be above 32kg. At that time my cargo bag weighed 28kg. He rudely dismissed the fact I bought an extra 15kg check-in baggage and just said “did I read the terms and conditions”. He could have started the conversation with a smile or a greeting had he any clue as to what customer service is about. Unfortunately for Goh, the only way he knows how to talk is perhaps the same way he picks fights in the streets.
I strongly feel that Air Asia should provide training to counter staff and not hire kids that look like a scruffy unkempt street hooligan with an attitude to match. If Air Asia does not sack these two, I am certain the negative reputation you currently have can only get worse. I expect a response from Air Asia about the sacking of these two. It’s unfortunate your airline hired such staff as it’s truly detrimental to the longevity of any business.
Air Asia isnt the worst Airline in the world, i reckon its the worst service oriented company in the world. I’ll happily pay twice to fly Cathay now. Dumb pretense of a savings isnt worth the heart attack and high blood pressure.
I would like to make a complaint regarding the baggage charge. When i arrived at LCCT on the 4/5 i was charged RM 50 for exceeding limit by 1kg. I was okay with that. The lady at the counter told me that i can super size my luggage through online at Krabi for my trip back to Malaysia. At Krabi, i tried to purchase the online 15kg but couldn’t. So i thought by checking in online through mobile i can select. I did not know that it checked me in without editing anything.
Then i tried with my friend’s booking number. With mobile Air Asia also cant purchase. I lend the hotel’s computer, i manage to edit the booking however it also charge me again for the flight return. Inst it suppose to know from the booking number that i have already purchased a ticket return. Air Asia wanted to charge me RM 300++ including super size baggage so of course i did not proceed the transaction.
When i arrived at the airport, i told the lady at the counter what happened. She said i should have called the hot line. I am in Krabi for goodness sake, telecommunication is a little short. Then she charged me 1060THAIBAHT for the luggage.
It is not even my fault. I hope that Air Asia will look into this issue and resolve it fairly.