Dear Sir/Madam,
On August 12, 2025, I arrived at Denpasar Airport (Bali) (DPS) with my partner, holding a valid ticket for flight QZ819 to Jakarta Soekarno–Hatta International Airport with Indonesia AirAsia. Check-in was a bit of a nightmare. None of the mobile self-service check-in devices recognized our booking number VW-9982188 on the e-ticket I received from vliegwinkel.nl. Unlike all other airlines, the check-in counter did not ask about my current health status in the context of a possible pregnancy. On August 12, 2026, I was 10 weeks pregnant. During our tour in Indonesia, we took several other domestic flights (including Lion Air and TransNusa Aviation), each requiring me to complete a health declaration stating that I was pregnant. The fact that AirAsia isn't taking these formalities so seriously worries me.
After boarding, we were already delayed by about 20 to 30 minutes. Only when the plane was on the runway did we receive a message from the cockpit that the plane had to return to the gate due to "troubleshooting" and alleged mechanical problems. We quickly incurred an additional hour of delay. The flight attendants didn't speak enough English, and no one informed us collectively about the situation. Information was shared haphazardly to anyone who asked, usually in the local language. What followed was complete chaos. Passengers who wanted to leave the plane fearing missing a connection could simply exit via the outside stairs, ending up on the airport tarmac late at night, without any guidance. The flight attendants didn't take the necessary guidance or responsibility.
Finally, after some time, it was decided to evacuate everyone from the plane. We were placed on a bus and taken back to the gate. No information was broadcast, and passengers who didn't specifically speak to a crew member received no further explanation. I personally heard that it appeared to be a hydraulic problem. I find it extremely concerning that we were placed on an aircraft that hadn't undergone the necessary pre-flight checks. The aircraft had even made a short runway trip up and around the runway, only to come to a complete stop and return to the gate. Naturally, we were quickly delayed by two to three hours. Fortunately, we had more than four hours to catch our flight from Jakarta Soekarno–Hatta International Airport to Paris CDG. The crew assured us several times that they didn't foresee any problems catching our connection. Passengers who had already missed the connection were bluntly told that AirAsia was not liable. They refused to contact other airlines to inform or discuss any financial compensation. Nevertheless, AirAsia clearly seems fully responsible for the situation we where in. Around 12:50 AM local time, we were transferred to another plane coming from Bangkok and could finally begin our journey to Jakarta. We had been delayed by almost four hours by then when the crew finally informed us that it was impossible to still catch our international flight (SV 827 on August 13, 2025, to Paris, connecting in Jeddah via Saudia). Knowing the problems this would cause us on our return journey, in a state of early pregnancy, I started crying. The AirAsia crew noticed this and decided to ignore it.
Upon arrival at Jakarta Airport, we had indeed missed our flight. No one from AirAsia was present at the desk next to the baggage belt at that moment. The staff present in the arrival hall attempted to call someone, but there was no response.
What followed was a complete nightmare. From finding an available flight to Paris to the final charge we were unprepared for. We were finally able to catch a flight to Paris via Singapore with Singapore Airlines at 8:05 AM local time. The cost was IDR 47,254,400.00, or €2,544.55 on top of the Saudia flight we had already paid for but which we had missed. Upon arrival in Paris, we missed our train to Lille where our car was parked, forcing us to book an extra night at the IBIS hotel near the airport. The cost was €142.90. We also had to rebook the train ride and pay for an extra day of pet care. All in all, this added up to an unforeseen additional cost of approximately €2,700, paid entirely on our own.
Upon returning home, I tried various ways to contact AirAsia customer support. Aside from the "Bo online chatbox," which isn't working properly, there's no way to get in touch. I am therefore required to take further steps within my home country, Belgium, through channels such as Testaankoop, Assudis, my own bank, etc.
AirAsia is irrevocably responsible for the complete neglect of its passengers, as well as the failure to comply with official checks and formalities, with all the consequences and additional costs for the passenger in question.
In accordance with European law, passengers are entitled to compensation amounting to: €250 per passenger (under 1,500 km), €400 per passenger (under 3,500 km), and €600 per passenger (over 3,500 km), in addition to the compensation for all damages suffered and the additional costs I incurred, as documented in the attachment. If I do not receive a response within 15 days of receiving this letter, I reserve the right to take legal action to protect my rights.
Sincerely,
Louise Neyrinck
