Air Asia — Online Booking - Baggage Refund

5 Reviews
I booked a flight via the AirAsia website from Tokyo Haneda to Kuala Lumpur (Booking number E1T6QY).

I selected the option to Supersize my baggage and opted for the Xtra Large option which allows upto 30Kg per passenger for a fee of 4,000Yen (around 50USD) per person.

After making the booking and the payment by card I realized that I might not require 30 Kg per passenger (total 3 passengers) and modified my booking to reduce the baggage allowance to Large (2 passengers) and Medium (1 passenger).

The difference in the amount was 11,000 Yen (around 135USD) and was expecting this amount to be refunded. But to my surprise AirAsia did not refund the amount but in the amended booking showed the 11,000Yen as Spoilage Fee.

I did not understand what the Spoilage Fee was about and called the Call centre in Tokyo and explained my problem. The agent informed me that there will be no refund.

It's outrageous that AirAsia allows downsizing the baggage but not refunding the excess amount. I checked their Terms and Conditions and there is no mention of No Refund for baggage change.

I was not aware that AirAsia was a fraud of a company until I chanced on this website and saw the numerous Customer complaints. Looks like AirAsia does not give a damn about the Customer.

Robert Panakkal
Complaint comments  4 Comments     Updated: Share0Tweet0


baggage fees refund — baggage fees refund

To the Manager,

Firstly, we would like to express our unsatisfaction and disappointment that it is imposible to reach any of your sales personnel until we are force to pay RM1.95 per minutes call to your sales personnel to raise some issue of after sales service matter. From the customer stand point, we strongly feel that this is a kind of cheating behaviour as we have no other alternative to call for some clarification.

Secondly, I am acting on behalf of my boss to book the flight to Singapore on 17th April 2010.
Booking No: B7M8CL
I have accidently confirmed the flight by overlooking the payment for Supersize Medium (up to 20kg) which has been pre set by your company. I have noticed it and immediately wanted to draw back the reservation but it was impossible with your booking system. We do not required the extra baggage fees as we dont carry any baggage. Therefore, I have tried to call your service personnel many times at your tel no:[protected] as i refuse to pay RM1.95 per min call. And your auto answering system has actually taken me round the world and yet still failed to reach any of your personnel nor a channel to voice out my predicament.

Finally, I have no choice but to call the paid tel no. and I was told to write in to appeal the above stated refund. I hope you could help us and work out the refund to us.

Your understanding of the above matter is highly appreciated.

Thank you.
See everyone must realize that Airasia is a Budget Airline. They give you tickets at throw away price sometime. Also they are cheaper than many other commercial airline.

Now as they are budget airline it does not mean they get privilege or advantage or discounts from government, airport authorities or for that matter any other department. A low cost airline runs itself business by managing its resources more efficiently and cutting costs at every possible department.

We also got to remember that a budget airline tries to make money at every possible department and every possible opportunity. Now nothing is wrong in that, end of the day they are here to do business against service at economic rates.

Airasia by far is a much better low cost carrier than others. Specially the meals which they provide are really economical. Domestic carriers charge more for similar means.

Their seat booking fee is really low and optional.

Their baggage policy is really nice. My advice to customers is if you are going for a holiday, choose baggage limit 15 kg while going and 20 kg or above while coming back. Simple reason, while you are going on a holiday you have less stuffs to carry, but while you are coming back you must have done holiday shopping so you need excess baggage limit. This way you can save atleast 4 USD .

If you are travelling with a partner, distribute you baggage weights and you save money in that. Instead of taking 20 kg person, you can go for 30 kg 1 person.

If you are travelling to Malaysia or Bangkok travel with just a handbag and come back with a suitcase. They are very cheap in Kuala Lumpur and Bangkok.

Make payment by netbanking instead of credit card and you save another 6 USD on convenience fees.

I myself had selected hot seats 1st and then selected standard seat but there was no refund. Then i called the call center and explained. They said they cannot refund me the money but change my seat from Standard Seat to Hot Seat.

A budget airline lack a proper customer support department, since they save a lot of money in the process.

I would like to conclude with that we as customers must be careful while selecting a budget airlines and compare them with other non budget airlines before buying tickets. Simple reason being end of the day everyone has come here to do business.

Also due to these budget airlines, every common person can now dream to fly.
But I feel they could refund in e-voucher instead.
My baggage was forced open, locks damaged and baggage torn when i travel with ak 5123 from kota kinabalu to kuala lumpur on 4th december 2011 at 6:30 pm but delayed to 7 pm . My report number is DPRKUL11A04031. Tried calling their lines. But noone is answering. Why??

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    Air Asia - Online Booking - Baggage Refund