AirAsia Philippines

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 86 reviews
3/10
No Skytrax Rating
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1/10

"customer service was pretty bad"

(United Arab Emirates)

Trip Verified |  My wife and I booked the Premium Flex ticket for our flight from Caticlan (MPH) to Manila (MNL). This should have given us the option to change our flights quite flexible. This is done in the online account. To login you need to verify your email address and phone number with an OTP. This OTP is not being send to my phone number from the UAE. You have 3 chances and then you have to wait 24 hours for the next try. Which again didn't work, as nowhere is written that the OTP is not being send to most countries. The entire online customer service is done by a badly programmed chatbot. There is no option to talk or chat with a real person. Theoretically you can change the flight with the chatbot. For this you have to enter all kind of data. And at the end it doesn't recognize the correctly entered email address, which is associated with the booking. So the option of using the flex-ticket is not possible from our country. The flight had more than 1 1/2 hours delay. On a day of good weather. Eventually we had 20 seconds of spare time until missing our check-in closure for our next flight. Fortunately we were lucky, after running and telling the taxi driver in Manila to drive as fast as possible. We told the ground staff in Caticlan about our situation. A quick airport transfer would have helped us a lot instead of waiting for our suitcases and then needing 15 min to drive from Terminal 2 to 3 in Manila. Again, the customer service was pretty bad. Dealing with all this at an airport where the wifi is not working is the worst possible situation. Especially you don't want to have this stress on the last day of a beautiful vacation. The only good thing is the friendly and pretty cabin crew. After my flight I get daily mails from AirAsia. Clicking on the unsubscribe button doesn't work. We will not fly with AirAsia anymore.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCaticlan to Manila
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"been delayed repeatedly"

(United States)

Trip Verified | Twice in a single week we have been delayed. First time was a couple hours- but when the plane arrived in Manila they immediately off loaded passenger and load us. With about 15 minutes notice. Second flight has been delayed repeatedly and is now over 3 hours late. Terminal has no real concessions available and the room temp is maintained in the 60’s. Total disregard for passengers comfort.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTagbilaran to Manila
Date FlownFebruary 2024
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"never fly with this airline again"

(Philippines)

Trip Verified | My flight was postponed from 12.35 pm to 3.05 pm and I booked the flight the day before to January 3, 2024, 12.35 pm. This flight was postponed 3.05 pm. I will never fly with this low-cost airline again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCaticlan to Manila
Date FlownJanuary 2024
Value For Money 12345
no
1/10

"too late to reschedule my flight"

(United States)

Not Verified | After multiple voicemails (with no response) and multiple attempts at using AirAsia's online agent, I'm now too late to reschedule my flight to an earlier time. I had to call into a voicemail first in order to talk to an actual human. Including the multiple reschedules on the way into Iloilo that AirAsia has added to our vacation, their terrible customer service makes them one of the worst airlines. In my opinion, no one should have to suffer the same way I have in dealing with this service, especially when there is so much competition.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to IloIlo
Date FlownDecember 2023
Value For Money 12345
no
1/10

"Absolutely unreliable airline"

(Thailand)

Trip Verified | We booked 4 flights with this airline. Either on the day, shortly before the flight or a day before the flight date, they changed the flight time. And i don't mean to a reasonable time. For example, one flight was changed from 3pm to 2:20am the following morning. Absolutely unreliable airline - do not book with them if you have connecting flights, if you have booked trips or activities, if you intend to be somewhere at a certain time or time period. Some delays are acceptable but changing 75% of flight times is incredibly disruptive, poor planning and embarrassingly poor customer customer services. Incredible that they can offer you a flight date, time and price and then change it a day before you fly.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Puerto Princesa
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Hours of flight delay"

(United States)

Trip Verified | Hours of flight delay, flight cancellation, wasting your time booking with this airline. I travelled the world and utilized many airlines. This by far IS the worst airline. They need to reconsider the way they organized their operations. Wasted my time with this airline, my first and will be my last with AirAsia Philippines.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteCaticlan to Manila
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"encounter delay after delay"

(Australia)

Trip Verified | Tried to come early too to airport as advised to be at the airport at least 3-4 hours for check in formalities. Then AirAsia Philippines keep delaying the flight. For the last 30 yrs of traveling its my first time to encounter delay after delay.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Bangkok
Date FlownDecember 2023
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Was asked to check in my luggage"

(Philippines)

Trip Verified | Terrible airline. Was asked to check in my luggage for a being a few pounds overweight. I complied, but was shocked to see that the airplane was full of much heavier and bulkier hand-carries. When I asked the flight staff, they were abrasive and dismissive. The ground staff seem to enjoy forcing some passengers to throw items away.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHong kong to Manila
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"what’s going on with my supposed refund"

(Canada)

Not Verified | The day before of my flight they emailed me to reschedule my flight from morning to midnight, so I chose to get a refund instead. Its over a year now (August 22,2022) was the date when it was being processed. I tried to log in ln my account to follow up and the “my cases” tab has now become empty. Don’t know what’s going on with my supposed refund.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCebu to Manila
Date FlownSeptember 2022
Value For Money 12345
no
2/10

"very hard to follow-up on them"

(Philippines)

Trip Verified | Very disappointing service and the flight cancellation is too close. The refund to my credit card was applied since September 2022 and up until now it is not yet returned to my account. It is very hard to follow-up on them.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Incheon
Date FlownNovember 2022
Value For Money 12345
no
1 to 10 of 86 Reviews