Air Asia

Absolutely hopeless. Was desperate for log in info 1 week before my flight, and it took them 23 days to sort it out. I’d been on my 2 week holiday and returned home before getting an answer.. I’ll be doing everything I can to avoid airasia from now on. Show details

Air Asia cancelled my flights and offered either a full refund or alternate, disfunctional flights . I opted for a full refund. 4 months ago. They have refunded nothing, despite having a Case Number, and saying it would be done within 30 days. Attempts to contact someone ( anyone) completely futile. Their automated Chatbot identifies my case ,… Read more

says it will connect you to an agent ( an “AllStar” ) and then nothing happens, no human ever joins the chat. Have tried this multiple times. Abysmal customer service from a bunch of thieves masquerading as an Airline. Never fly them .

Worst company ever. Do not use them! Paid $71.44 for 3 seat selections, was not given them and they will only refund $2.22. Separated kids from parents on the flight, even though we paid for seat selections. Zero customer service, almost impossible to get in touch with a human and when you do they are useless. Would never use this company again.

Never ever – I have been traveling for 40 years but this was the worse experience ever. I booked return flights from Perth to Singapore. The flight had stop in Kuala Lumpur and Jakarta on way back. When I went to check in I was told that I didn't pay for… Read more

lagage and they charged me $ 160. In Kuala Lumpur they charged me another $ 160. I went to the Air Asia counter and I wanted to sort out the lagage problem but they said since the connecting flight was with Jetstar I had to speak to them. I told them that the booking was done through Air Asia and they had to sort it out. I was told that they had no access to Jetstar system and only Jetstar could help. So they could make booking but they could not modify the booking? I went to Jetstar counter and was told that they had no access to this specific booking because was done through Air Asia...exactly what I told Air Asia. On the way back the problem was the same..even worse. In Jakarta I had to pay for Visa just to change flights..The Custom officers fell sorry for us but what they could do? The airplanes are small. there is no service like water or food. between Kuala Lumpur and Singapore I couldn't even see air hostess... I finished with Air Asia for good but if you decide to travel check if you luggage is included in the price and if you have to pay for Visa when change flights.

Air Asia has not refunded me 3 months after changing the flight path into a horrible option – Awful refund policy - Air Asia changed the flight I booked from going Bangkok to Sydney non-stop. I booked it on the basis that I did not want a stopover (especially for hours in Kuala Lumpur Airport). I requested a refund after they changed me to… Read more

stop in Kuala Lumpur. Their refund policy is that they assess the refund request within one month. I queried after a month why I was not getting any assistance. I escalated the request 3 times with no response. Insult to injury you cannot speak to anyone you can only communicate to a chat bot called Bo that has very limited communication parameters and is ineffectual, to say the least. After 3 escalations zero feedback or anything, I have still no answers and no refund. I originally lodged my request on 28 July 2024. It is now coming up to 3 months I have waited with still NO feedback or resolution at all. Terrible service. Unfair that they don't deal with customers properly and promise to resolve problems within a month. Flight booking HEB7VH - Case number 161884598

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.

For 10 hours flight, filthy old seats with stains all over seats, no USB or charger to charge devices, freezing inside the plane and forcing guestd to purchase blankets , frequent changes to flights and seats even 30 min prior to boarding. Some seats weren't even reclining back or forth. Terrible airline and will never fly with them again Show details

Caught a flight from KL-PER and required wheelchair assistance, got one at KL airport but then requested fir another when landing in PER, they advised to organise once landed in PER. when we got to PER, plane passengers were disembarked via stairs off the plane. Then requested for a wheelchair but was told it is meant to be pre-booked by airline… Read more

prior. Absolutely insane going around in circles. Airport staff at PER also could not assist, so had to aid my elderly mother step by step off the plane via stairs, up some more stairs,then through customs,onto baggage reclaim and then into rideshare to get home. ABSOLUTELY RIDICULOUS AND DISGUSTING!!!

Having booked two return trips to get us from Perth to Colombo and back via Kuala Lumpur, they have repeatedly changed flight times for one booking and now we're looking at $1600 for our "one free flight change." We also have to take further time off as Perth isn't our final home destination. Their website is useless. The app isn't much better.… Read more

I don't think we'd bother booking with them again. We are a week away from our trip and scrambling to be able to get home. Not good enough frankly.

ditto to just about every other review here. Bait and Switch scam airline. Flights booked, cancelled shortly thereafter, automatically assigned terrible alternatives. I changed our flights painstakingly via their AI chatbot that didn't deprive us of 1/3 of our entire paid-for trip. Had a booking ready to go and everything. Fast forward to… Read more

check-in, log in and see that the flights were changed back with zero notice or recourse, couldn't get an answer from their useless Bo system, no hotline to dial, "connecting you with an agent - oops something went wrong try again" ad infinium, too soon to do anything but book with another airline. Dreading the upcoming refund procedure.

My recent trip from Trichy to Sydney via Kuala Lumpur with AirAsia was a complete rip-off. They market themselves as a low-cost carrier, but my bare-bones ticket cost around 1,100 AUD—with zero food and zero luggage included. To put that into perspective, my family members booked with Malaysia Airlines around the same dates for 940 AUD (150 AUD… Read more

cheaper!), and their tickets included 35 kg of checked luggage, full hot meals, free seat selection, and in-flight entertainment. AirAsia charges legacy-carrier prices while delivering sub-budget treatment. To make matters worse, two months before my trip, they cancelled my 12:30 AM flight citing "government restrictions" and dumped me onto a flight 22 hours later with zero accommodation and zero compensation, offering only useless airline credits. At Trichy airport, they hit me with a 1,200 INR fine just for being 2–3 kg over their unreasonably strict 7 kg combined cabin and hand baggage limit. And once you finally get onboard? Almost all the standard seats do not recline at all unless you pay an extra fee. You are forced to sit at a rigid 90-degree angle for a long-haul international flight, resulting in severe back and leg pain. AirAsia nickel-and-dimes you at every single step while costing more than actual full-service airlines. Do yourself a favor and book with an airline that respects its passengers.

Never book with these scammers, during COVID I had booked flights with them and they gave me credit vouchers in 2021 as part of the refund, I tried to use them but always they had restrictions on those vouchers in each flight, so couldn't use them in past, this year I booked my flight and tested my vouchers before booking and it accepted and I… Read more

paid balance amount using my visa card, and during the processing the visa card was debited but travel vouchers amount wasn't processed and now I am again stuck with these people, there is no contact number, no human support, I have raised case and it's been 10 days and still get an automated response we are checking with the team. Now money is stuck and more importantly my holiday booking is in jeopardy because I cannot book another flight as my money is blocked here and they won't refund it for sure. Never had such bad experience with any airlines. This is an open scam and now sure how government allows such companies to operate in Australia without any customers support.

NEVER, NEVER, NEVER again. I was looking forward to my hiking trip in Thailand. Until Air Asia did not just cancel my flight, but then thought I should fly two days later, with 24 hours in Kuala lumpur between my segments, and NOBODY TO TALK TO. Bo.... what complete and utter garbage. I AM OVER THIS AI FARCE. Your AI does NOT understand my… Read more

frustration, because they don't give a hoot about me or my life. And obviously nor does anyone at Air Asia. If there had at least been the option to log into the booking and make the changes myself, then I might have been able to bring the flight FORWARD. Why on earth would anyone want to arrive two day LATER than they originally booked. OVER IT.

Can't contact them. Flight got cancelled, asked for refund which was approved but over a month later still no refund and all I can do is talk to a chat bot that runs you around in circles until it disconnects you. Never again Air Asia - Show details

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.

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… Read more

in circles then tells me I need to go through my booking agent who say they are waiting for a refund 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… Read more

refund you. Having to get my credit card company to recall the money now. They should be banned from operating in Australia.

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