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 509 reviews
6/10
3 star Skytrax Rating
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3/10

"prepared to be refused to board"

(United Kingdom)

Trip Verified | Singapore to Bali. Have taken many flights with Airasia which have been largely positive. My last experience I arrived late (20 minutes before departure) and was prepared to be refused to board the plane. I was surprised to have to pay 3X my original fare to buy a later flight. I could have made my original flight had I been allowed to proceed without issue initially as I had no baggage to check in etc. Extremely disappointed.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSingapore to Bali
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Worst flight experience"

(Netherlands)

Trip Verified | Vientiane to Kuala Lumpur via Bangkok. Worst flight experience I ever had. The only reason I went to the check in counter at my first leg of the flight was to see whether I was correctly checked-in since I booked through a 3rd operator. Showed my boarding pass on my phone, that was all fine, and then they gave me a paper boarding pass. While boarding, I showed my boarding pass on my phone, as I had put my paper boarding pass away, they acted like I was from another world having a boarding pass on my phone. They took me out of line, saying paper boarding pass all taking my pasport out of my hands. Then at my stopover, I couldn't transfer like I normally would on connecting flights, because my boarding pass had to be verified. Really inconvenient to say the least, almost missed my connecting flight because of it.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteVientiane to Kuala Lumpur via Bangkok
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"all went smoothly"

(Sri Lanka)

Trip Verified | Colombo to Kuala Lumpur. We booked 6 months before and we got a very good price lower than many others. True that you need to pre-book your meals and baggage allowance. But all went smoothly. The quality of their service is very satisfactory! However selling food and Duty free items on board is bit unprofessional.
AircraftA320
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteColombo to Kuala Lumpur
Date FlownDecember 2017
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

"refused to let me board"

(Bangladesh)

Trip Verified | I bought tickets for Kuala Lumpur to Penang return. At Penang airport I reached check in 30 minutes before flight time. However, they refused to let me board and simply said I had to purchase tickets with their next flight as gates are closed. The money I had paid for the flight was wasted and I was forced to purchase another one way ticket to KL from the airport with Malindo Air. I could understand if it was an international flight, but the fact that they refused to allow me to board with 30 minutes remaining is unacceptable.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteKuala Lumpur to Penang
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"Worst customer service ever"

(India)

Trip Verified | Flew Kochi to Hyderabad. Worst customer service ever experienced. Flight got delayed for 3 hours and delay was notified after the actual departure time by SMS. When I checked with the AirAsia desk about the delay, they didn't even seem to know that the flight was delayed 3 hours. I don’t want to travel with AirAsia again.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteKochi to Hyderabad
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not travel this airline again"

(Greece)

Trip Verified | We had a trip from Kochi to Ho chi Minh with 1 stop to Kuala Lumpur. Both of our flights were delayed. The first one for over 1 hour and the second for over 3 hours. The seats inside the aircraft are small. We ordered something to eat inflight and most things on the catalogue were missing and the food was very little for one person and the cabin staff didn't have enough change to give you back. I will not travel with this airline again for sure.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteKuala Lumpur to Ho Chi Minh
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"cancelled due to Bali volcano"

(Singapore)

Trip Verified | Flight was cancelled due to the Bali volcano situation. My flight was several days after the 1st sign of eruption, no updates were provided on the potential cancellation. I was notified a few hours prior to the departure. No proper communication on how to seek refunds. I had to do my own research to find out how to get the refund. After I made the submission, I had to contact them more than 4 times in the past 21 days with no updates. On 3 out of the 4 occasions, the customer service staff I chatted to ended the conversation abruptly without a conclusion. To hang up while someone is talking is very unprofessional. Their website couldn't find my refund status record too. During the Bali volcano eruption period, Jetstar offered their affected customers an alternative flight to another Jetstar destination. AirAsia was silent throughout this period.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSingapore to Bali
Date FlownDecember 2017
Value For Money 12345
no
1/10

"never fly with them again"

(Australia)

Trip Verified | Phnom Penh to Kuala Lumpur. I have no words to express my severe disappointment in this airline and will never fly with them again. They have no concept of customer service, experience or satisfaction.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RoutePhnom Penh to Kuala Lumpur
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I still have no refund"

(Australia)

Trip Verified | Perth to Denpasar Bali booked for 2nd December. Waited on hold the day before flight was cancelled to be told your flight tomorrow will depart as scheduled. Needless to say flight didn't go anywhere. I asked air Asia on the phone if there was any way that I could fly from my original departure city (Perth) - to anywhere in Asia within two weeks - was told no that is not possible by the most useless manager. Offered to change my flight to some time within 28 days to Bali (original route). After arguing for a refund for over two hours, I was offered no refund. Two days later AirAsia release a statement that they're going to offer everyone who bought tickets for this flight full refunds. 17 days, 3 emails, 3 phone calls, 2 Facebook conversations later, and several failed attempts to use the down for maintenance Air Asia app and website, I still have no refund.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RoutePerth to Denpasar Bali
Date FlownDecember 2017
Value For Money 12345
no
1/10

AirAsia customer review

(Singapore)

Trip Verified | Singapore to Bangkok. My luggage was damaged. Counter at the airport was closed as there were no more flights from AirAsia. Wasted an hour on the phone trying to contact their customer service and received forms to fill up for the to even begin processing my request. The hoops you have to jump though in order to get a token refund from this airline is appalling. I found out that they have removed their review feature from their Facebook page.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteSingapore to Bangkok
Date FlownNovember 2017
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no