Air Asia

I don't even want to give them a star not deserved. Cancelled flight making us miss two days of our trip and making us change our trip plans costing us more money. Also due to the cancelled flights and rebooked two days early then when checking in was charged baggage as they didn't honour our orignal bags we paid on our orignal tickets. over $300… Read more

for two bags less than 20kg each. No service at all on the plane not even a cup of water. What a joke of an airline. Will never use again and will tell everyone to do the same. Staff are rude and opprate like robots

Absolutely the worst experience. Our flight from Perth to Hong Kong was cancelled, with no warning. Had to drive back to the airport the next day & found out that our return flight stopover had been cancelled too. We were promised that all had been rectified & an email with our new itenery would be sent.......... nothing. We ended up booking with… Read more

another airline to get home. Messaging them through their app & WhatsApp did nothing....they didn't answer us. Piss weak customer service.

They have killed off the call centre and the email support team. And replaced it with AI. The Result = fail. Bo, the AI interface only does simple stuff. Even though my issue was straight forward and caused by Air Asia themselves, I had to go into… Read more

an airport to lodge the issue as Bo gave no option.

Case 196332703 - Booking Number L8ECTS

My wife's flight from Thailand was refunded to Myanmar because of the earthquake. The only issue was they only refunded one leg. How could she return if she didn't go?

Now I get AI generated emails every 2 weeks saying we are looking into it. Now dragging on for months.

Support doesn't exist anymore, so avoid.

They used to be good, my go to. Not any more.

One of the WORST airlines to deal with! Damaged baggage TWICE....once recieved compensation, second time refused for the same issue! Rude gate agent who shouted at me continusaly, unattentive flight crew, unattentive captin, horrid food - whats to love about this thing that they consider an AIRLINE! Show details

Worst airline I've ever flown with. Booked 2 seats and put in different rows. When queried it and asked to be changed was told the system allocates seats and nothing can be done. YOUR SYSTEM SUCKS. The plane was dirty. The seats were loose and it… Read more

was very cramped. They couldn't even keep us updated with the delay we experienced. Will never fly with them again.

We flew from Adelaide to Bali and also return. Air Asia are completely honest and transparent about being a budget airline . Check in was very friendly and efficient. Outward bound : We had booked the very rear seat so could not let our seat back, seating is tight but we are not large people - plus we remember this is a budget airline! We had pre… Read more

booked a meal - it was excellent - also buy the water accompany. You can purchase food ,snacks and drink onboard at very reasonable prices! Staff very friendly and efficient - always smiling and ready to assist. Smooth flight. Debarking was excellent - swift and efficient. Return flight : Again, embarkation was smooth and efficient. I paid extra to upgrade for extra leg room. The flight back to Adelaide was not full at all. Cabin crew kindly spread us around the plane for more room - we ended up in the first row with tons of leg room. Again , the meal we had pre booked and paid for was excellent! Again, Cabin crew were lovely, helpful and always smiling. Smooth flight. Debarkation was amazing - the fastest we have ever gotten through luggage collection and so on. Well done Air Asia!!! We shall be flying with you again!

Exceptional Service on AirAsia – Kuala Lumpur to Melbourne I recently flew with AirAsia from Kuala Lumpur to Melbourne and was thoroughly impressed by the outstanding service provided by the cabin crew—especially Shiryn Ong, Nazmi, Clive Lance, and the entire team. From the moment we boarded, the crew created a warm and welcoming atmosphere.… Read more

Shiryn’s professionalism and friendly demeanor stood out—she was attentive, kind, and always ready with a smile. Nazmi and Clive Lance, were equally impressive, ensuring every passenger felt comfortable and well looked after throughout the flight. The team worked seamlessly together, handling everything with calm efficiency and genuine care. Whether it was assisting with seating, offering refreshments, or simply checking in on passengers, their dedication to excellent customer service was clear in every interaction. Their positive energy made the long-haul journey feel smooth and enjoyable. It’s rare to come across a team that combines professionalism with such a personal touch, and I truly appreciate the effort they put into making the flight a pleasant experience. Thank you, Shiryn, Nazmi, Clive Lance, and the entire crew—you made a lasting impression.

Air Asia Thumbs Up – High praise from us for Air Asia flight crew staff on our recent return flight from KL to Perth on D7 236. They are extremely hard working, very friendly and patient under pretty tough circumstances. Our flight was delayed so the mood from travellers on board the flight wasn’t great, but the air hosts (is that the correct term?) were calm,… Read more

pleasant and professional. One of the staff also helped me find my wallet when I had lost it on board, for which I am extremely grateful. They got us home safely, comfortably and for a great price, and that’s all we personally want from an airline.

I received a message via WhatsApp not even the email address used for my booking on May 15th saying the flight I had booked via eDreams has been cancelled due to cessation of the flight route between Denpasar and Adelaide. Their bot takes me around in circles then tells me I need to go through my booking agent who say they are waiting for a refund… Read more

from AirAsia. It is impossible to speak to an actual human being about my situation. I used to recommend AirAsia to others looking for budget air travel in Asia but this experience has made me realise they have no customer assistance whatsoever. Beware of booking with them

I was notified they cancelled my flight. I was given the option of a full refund. It’s been more than 30days and despite over 15 emails and messages they still haven’t refunded me. DO NOT FLY AIR ASIA. Terrible customer service. They will not refund you. Having to get my credit card company to recall the money now. They should be banned from operating in Australia. Show details

DAYLIGHT ROBBERY: Avoid AirAsia at All Costs – Total Harassment! Rating: ⭐☆☆☆☆ (1/5) I should have listened to the warnings. My experience with AirAsia on the Kuala Lumpur to Bangkok route was nothing short of a nightmare. This isn’t an airline; it’s a predatory operation designed to trap travelers and squeeze every last cent out of them through… Read more

"forced" errors and nonexistent support. The Service Void I needed to change my departure date by just three days. Despite hours of effort, their "online help desk" and chatbot are completely useless—designed to keep you in a loop so you can’t actually get help. Because I couldn't reach anyone, I was forced to buy a completely new ticket and suffered a "No Show" penalty on the original, even though I had already paid for checked baggage! The Return Flight Trap The nightmare didn't end there. For my return flight from Bangkok to KL, I already paid the necessary charges to change the booking. Yet, at the check-in counter, I was met with unbelievable rudeness and harassment from the staff. Despite my prior payments, they demanded an additional 3,000+ Thai Baht for checked baggage. The Verdict This is daylight robbery. They treat their customers with zero respect and use every technicality to double or triple-charge you for services you've already paid for. Customer Service: Non-existent. Staff Behavior: Aggressive and rude. Transparency: Zero. They hide behind "policies" to extort money at the gate. My Advice: Save yourself the stress, the money, and the harassment. Stay far away from AirAsia. I will never fly with them again, and I am telling every friend, family member, and colleague to do the same. Fly any other airline—you’ve been warned.

Absolutely disgusted with AirAsia and the way they treat customers dealing with medical conditions and urgent refund requests. What should have been a straightforward and compassionate process turned into weeks of stress, conflicting information, delays, and zero accountability. Customer service was cold, dismissive, and impossible to deal with.… Read more

Every response contradicted the last, and no one took responsibility.

Trying to resolve this while already dealing with health issues made the experience even worse. Instead of support or understanding, I was met with generic responses and constant runarounds. It feels like once they take your money, customer care no longer exists.

The Airline Ombudsman seriously needs to investigate AirAsia’s refund handling, customer treatment, and compliance processes because no passenger should be treated this way — especially vulnerable people facing medical circumstances.

I would strongly warn others to stay away and think carefully before booking. If something goes wrong, don’t expect empathy, transparency, or proper assistance

Terrable terrible, booked 2 return tickets about 10 weeks before. Flying to Bali.could not have 2 seats together, a few rows apart. At check in to return (we were 2nd in line,) I asked for 2 seats together, I was told sorry its a full flight. Again we had to sit separately . Just before take off I could see several seats together, empty, and about… Read more

another10 empty seats. We were told at check in the plane was full, IT WAS A LIE. We have since been told, if you want seats together you have to pay an extra $85.00. NEVER NEVER AGAIN

IF YOU ARE AUSTRALIAN, DO NOT BUY AIR ASIA BECAUSE THEY DO NOT COMPLY WITH AUSTRALIAN CONSUMER LAWS - they delayed our flights x 12 times in 24 hours and according to airport cafe staff, it happens every day, multiple times a day for every flight, so its actually just an absolute [Content Removed] - one of the changes was overnight so we only… Read more

found out too late in the morning and missed a connecting flight and they blamed us for not keeping track of their multiple changes. - they refused to put us on another flight or refund the tickets - we bought another ticket, but their website stopped working - apparently this too happens multiple times a day - so we ended up buying twice, they took our money both times and then refused to refund us the extra ticket even though we went to the airport 6 hours before the flight to talk to a customer service person who was truly an idiot - staff were hiding behind counters and watching cat videos - I kid you not - and then produce this [Content Removed] time wasting exercise of getting you to fill yet another form, so you can get an email notification that your request was rejected. - this is illegal in Australia but Air Asia just does not care. BEWARE!!!!

Wish to register complaint for having to pay 3x for one flight. First I paid for a ticket in Australia online. In Thailand there was major holdups at the sign-in 5 computer systems to register personal details of hundreds coming into the country, so was just late for flight from Bangkok to Changmai. Did not have sim card to check how much Air Asia… Read more

was charging me even though they said it was cheaper than what I'd already paid (wasn't). Unbeknownst to me they fined me for being late on missed flight, and charged for new ticket, so ended up paying 3x for one flight. I checked online airfares and assumed the Air Asia staff had stolen money from me. When I went back to confront them I was told that I was fined for the missed flight. Never in my life have I heard of anyone being fined for missing a flight that they had already paid for, as well as the old and new flight! Air Asia now officially worst airline imaginable, and thieves.

NEVER EVER TRAVEL WITH AIR ASIA absolutely horrible flew Melbourne to Denpasar arrived at airport flight delayed no notification then we were told we were seated separately because we booked online if we wanted to be seated together we needed to pay extra boarded the plane and there were plenty of empty seats but were not allowed to seat together… Read more

unless we paid the extra money. Seats were so tight I am 157 cm tall (short) and my knees were hitting the seat in front of me no food or drinks unless you paid for it not even water and you are not allowed to bring in your own water even after you pass through customs absolutely ridiculous. On our return arrive at Denpasar Airport 3 hours before departure, flight delayed 5 hours no notification they offer no voucher for dinner nothing until 5 minutes before we went through the check point where they gave us a box of food that looked disgusting and a bottle of water but were told to drink the water now as we could not bring the water on board and once again seated separately and the seats were as if I was sitting on concrete absolutely disgusted will never fly with Air Asia again

Cancelled original direct flight and changed it to an indirect one with more travel time and late arrival, only few weeks before departure date and was left to fork the price difference to rebook. was not able to get assistance from the airline directly. Their solution that was sent through the 3rd party travel agent was to pay more money to get a… Read more

worst flight or to cancel. Even with full refund I would be left with a huge shortfall to book now with a different airline

NEVER EVER BOOK WITH AIR ASIA They have had my money since Dec 2025 for flights in June 2026. A simple direct flight from Melb to Bali. Its been cancelled 4 times Changed by them 5 times Ive been sent to different countries, on different dates Its upset medical bookings, hotel bookings, wasted weeks of my free time having to reorganise after each… Read more

cancel from Air Asia... Please, dont use them. They are 100% Bait n Switch. Ask Google or Ai, you will get the same response.

they cancelled our retuen flight for a rubbish reason, said they would refund, said they have refunded but we got nothing. You can only chat with their bot which goes around in circles, very frustrating. DO NOT USE THESE PEOPLE Show details

Do not offer free water despite being required to throw water out before boarding. Required a credit card to purchase, which I don’t have, I have never had an issue being able to use my debt card with any other carrier. Wasn’t carrying the local currency either. Had to endure a 5 and a half hour flight without access to water. Can’t believe they… Read more

are allowed to do this.

They also re-allocated seating and wasn’t sitting able to sit next to my partner. This happened to other passengers around me also who were travelling with elderly parents.

Overall, an awful experience.

Absolutely terrible and unacceptable experience with AirAsia. Our flighr was intially booked for 29th of narch but Our flight was cancelled on 6th March abd rescheduled to 30th of march , and we were NEVER informed. Despite this, we were allowed to check in at the airport and were even issued boarding passes for 30th on 29th. Only at the boarding… Read more

gate were we told that those boarding passes were given “by mistake” for the next day’s flight. This is shocking mismanagement. Because of this negligence, we had to travel to and from the airport unnecessarily, wasting time, money, and energy. When we asked for compensation for these costs and inconvenience, AirAsia completely refused and shifted the blame to the travel agent. This is not how a responsible airline should treat its passengers. Lack of communication, zero accountability, and no support. We are still waiting for the confirmation for 30th of march flight as we returned home now and usure about our travel I strongly advise people to THINK TWICE before booking with AirAsia. They do not inform passengers properly and do not take responsibility for their mistakes.