Air Asia Complaints & Reviews

By: Sourajit Aiyer

Sir, I have to rebook these tickets on a different sector in Malaysia (PNRs RW7THA and HN98RQ). I called your India Call centre today 08:40am IST and spoke with Mr Vijaypriya. He tells me this is a Non-Refundable ticket and cancellation process can be done only AFTER departure of flight using a form.

My queries – (1) When I was booking the ticket online, nowhere did it show this is Non-refundable, (2) When I got the printout pdf of the ticket, nowhere did it show this is Non-refundable, (3) When I am modifying this ticket online to change the sector, even then nowhere did it show this is Non-refundable.

Your call-centre executive tells I need to search on google/website for terms or should have called before booking to find the terms, despite every other travel portal/airline website in industry showing this vital information upfront on booking, which you seem to have conveniently not shown on your booking page/ticket pdf page and modification page. So customers lose lot of money because you did not show non-refundable on as many as three different places, as mentioned above. Had it been only in one place, it was understandable; but as many as three different places?

Even after all this, I am told customers need to search, which means the information is not naturally available anywhere as part of booking/printout/modify processes. This is absolutely deplorable operating standards and should be brought to wider notice immediately so that future customers think twice before booking on Air Asia.

I had two bookings (PNRs RW7THA and HN98RQ) which I wanted to rebook the sectors in Malaysia, but am worried at what other vital information you are not showing as part of all three processes – i.e. either booking, printout or modify screens.

Enclosed for your reference :- 1) Air Asia Ticket Screen with Non-refundable not mentioned, 2) Air Asia Modify Screen with Non-refundable not mentioned, and 3) Air Asia Booking Screen with Non-refundable not mentioned.

I am sure you will point out its the customer’s fault entirely for not making sure of a vital information which you have not shown yourself on as many as three different screens in this age of online portal development, but it may be inherently better if you do start showing such information on at least one of these three screens, which most of your competitors are anyway already showing.

Thanks