AirAsia

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 952 reviews
5/10
3 star Skytrax Rating
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10/10

"very pleased with experience"

(Malaysia)

Trip Verified | I am representing a party of 5 seniors traveling from Medan back to Kuala Lumpur after a 4D3N tour on Mar 14/24, and we would like to extend our sincere gratitude to Mr Ruly (Guest Service Officer) of Air Asia at the Medan International Airport Checkin counter desk. Mr Ruly was very pleasant and polite , and quickly booked us a flight back to KL the same day , after our flight on Batik Airline was suddenly cancelled without notice. He went out of his way to help us obtain a flight cancellation letter from Batik Airline at the airport. Further he also helped us saved money in advising us that we could combine the weights of all our check-in luggage, so our overall ticket cost is cheaper. It is not often that you meet nice people like this, especially one who is efficient and served with a warm smile. Our flight back to KL was pleasant, and we arrived 25 mins ahead of schedule! Again not many airlines can match this. Overall we were all very pleased with experience.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMedan to Kuala Lumpur
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"suggest we fly the next day"

(United Kingdom)

Not Verified | Booked a connecting flight with them from Singapore to Bali 4 months ago. Today they cancelled it and moved us to a flight that departs 4 hours before we land in Singapore. They suggest we fly the next day but do not want to fund a hotel and we do not want to lose a day of our holiday. Have had to cancel and switch to another airline at considerably higher cost. Could only talk to a BOT.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSingapore to Denpasar
Date FlownMarch 2024
Value For Money 12345
no
1/10

"don't take any responsibility"

(Malaysia)

Trip Verified | The AirAsia app offers flights combined with other airlines. I booked a flight through the AirAsia app; the first leg operated by Lion and the second by AirAsia. You assume it's one booking (like code sharing) but it's not. Lion was delayed so I missed the connecting flight. Bad luck I had to buy a new ticket to continue my trip. They don't take any responsibility and claim that you booked it through an agent. When you try to file a complaint that's impossible ... you have to chat with that stupid chat bot but that's useless.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBatam to Pekanbaru via Kuala Lumpur
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worse customer service"

(United States)

Trip Verified |  Worse customer service. Every email came back as undeliverable, every phone number goes to voice mail. The recording says you can talk to live person via app and website, but it's just a computer chat that can't do anything. Flight was okay, but everything else about this airline was bad. Rudest gate and ticket people I've met.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKrabi to Kuala lumpur
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“a free cabin baggage policy”

(Georgia)

Not Verified | They have a free cabin baggage policy, but if it exceeds 2-3 kg, you have to pay 250 MYR, which is approximately $50.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBali to Miri
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“Worst experience on an airline”

(Australia)

Trip Verified | Dirty Plane. Trays were dirty and staff were asked to wipe several seat trays. No in flight entertainment. Uninterested staff who were very unaccommodating. Flew back to Perth on QZ534. Even worse experience as I travelled back with my husband and child. We were separated and yet there were several free seats available. We asked if we could sit together as we had a 1 year old with us. They said the plane was full and yet there were several seats available. At the end of the trip I asked to help my husband with the bags as he was carrying the baby. They refused to let me and said I couldn't go back on the plane. They then stood around and watched him struggle to carry the bags and the baby instead of offering to help. They were so uninterested and looked like they weren't enjoying their job. Dissatisfied. Worst experience on an airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePerth to Bali
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"Overall I am very satisfied"

(United Kingdom)

Not Verified | The aircraft was overall very clean. With In-flight Wi-Fi with was great. Seats were incredibly comfortable with great legroom. But there was no In-flight entertainment TVs. Their cabin crew service was great. As this is a low-cost airline there are no complimentary water or snacks. The flight was on-time as well. Since this was a full flight, they offered to check my carry-on luggage for free. Overall I am very satisfied with this amount of service for a low-cost airline. Definitely would fly AirAsia again.
AircraftA320-200
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHo Chi Minh City to Kuala Lumpur
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"shocked and disappointed"

(Malaysia)

Trip Verified | I'm shocked and disappointed! I paid in advance on the 20th of January, and according to the bank, the payment has been successful so far. I received all the proper notifications about my upcoming flights daily. However, when I arrived at the airport, the airline informed me that there are issues with my payment and I need to purchase another ticket, which, of course, costs more. When I called my bank, they confirmed once again that my payment was indeed successful. The airline suggested that I buy another ticket now and request a refund later when I return. I am extremely frustrated for several reasons: - The airline provided incorrect information by sending me letters assuring that everything was okay, but it turned out not to be the case at the airport. The payment I made was successful, as confirmed by the bank. Why didn't the airline refund the money if the payment wasn't successful? Why should I pay more for another ticket when I already paid for the same booking? Now, in order to get a refund, I have to spend my time going to the office because they don't recognize the double payment online.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Da Nang
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"too late to drop the luggage"

(Italy)

Trip Verified |  Arrived at the KL airport more than 2 hours before as usual and it was a mess. Queued for several time for the check-in counter until staff told us that the check-in at the counter is extra and we need to do the self check-in. We queue for both check-in and luggage drop. Yes, two different, very slow queues because they put together all the flights. One of our luggage was 1kg too heavy and the machine didn’t accept it, so we open our things and rearrange it. Once back to the machine another surprise, you cannot try again, so go queue again at the service counter. End of the story, missed flight because it was too late to drop the luggage and customer service unable to do anything outside “buy another ticket” for the next day.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Krabi
Date FlownFebruary 2024
Ground Service 12345
Value For Money 12345
no
8/10

"we’re very satisfied"

(Thailand)

Trip Verified | My wife and I have traveled SE Asia extensively over the past 18 months with two return trips to Melbourne Australia for short stays. I find the app to be somewhat klunky but I’m used to it by now. However, that’s the only negative. We have found the food to be surprisingly nice considering it’s airline food. The staff are friendly and not once have we had issues with lost luggage. For a low budget airline we’re very satisfied.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Krabi via Kuala Lumpur
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes