AirAsia and Trip.com Refuse Help for $411 Headphones Left Onboard

We purchased tickets via Trip.com for AirAsia flights on August 10 at 5:15 PM and August 11 at 11:26 AM. On one of our flights, we forgot our Sony headphones—valued at over $411—in the seatback pocket, and from the moment we realized it, we experienced major frustration with both the airline and the booking platform.

First, we spent about three hours at the airport speaking face-to-face with AirAsia representatives, and subsequently, we attempted to contact both AirAsia and Trip.com multiple times by phone and email. Despite this, both parties repeatedly redirected us to each other, leaving us without a clear point of contact and taking no concrete steps. Although Trip.com advertises Turkish customer service and lost property/baggage support on its site, they failed to create a proper complaint file, let alone provide a solution.

Despite reaching out repeatedly while abroad and after returning to Turkey, we received no assistance whatsoever. Neither AirAsia nor Trip.com took responsibility; we were merely brushed off and wasted time. Throughout this process, our expensive and valuable headphones remained lost, and we were left completely stranded.

We request that our Sony headphones be located in the seatback pocket where they were left, that the necessary investigation be conducted, and that they be returned and shipped to our address. We also request that the inconvenience caused by the total lack of communication and care throughout this process be properly addressed. We do not plan to use AirAsia or Trip.com ever again.