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 87 reviews
3/10
No Skytrax Rating
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3/10

"seats should be purchase online"

(Philippines)

Trip Verified | This is the airline I experienced that the system will choose the seat number. We are 3 on board, checked in 5 hours before the flight, checked in together and how come that we are seated far from each other. As per the staff, seats should be purchase online. Really? Way to make money! Our flight was rescheduled and there is no even sign of gratification even having just the great service to compensate the delay.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManila to Panglao
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"decided to cancel my flight"

(United Kingdom)

Trip Verified | Second time i have flown with AirAsia Philippines, reason being the flight time was ideal for my connection coming in from London, it gave me 2 hours to transfer from Term 1 in Manila to Term 4. Well that's what i thought until Air Asia decided to cancel my flight and transfer me to a flight some 7 hours later with no explanation. Upon checking in no apology was given, however my blood shot did cause a stir, i explained it was a burst blood vessel which was confirmed by my doctor in the UK, the member of staff on check in, told me to wait as she needed to consult her supervisor. I was told by the supervisor i needed to see a doctor who was based at the airport, i tried to explain but he wasn't having any of it, it was either i saw the doctor or i wasn't be allowed to fly. Eventually i was seen, firstly by a nurse, who took my blood pressure & asked me a number of questions about my eye, i did inform her that i was not feeling any discomfort, no itching, no blurred visor, in-fact nothing at all. Even telling them i had flown some 7000 miles for 15 hours from London with no problem. The doctor as soon as she arrived said it was ok for me to fly if i sign an indemnity, after all that i asked why they were so interested in my eye, yet no tests / questions were ask regarding Covid, no answer. Once on board all was ok, I am not a mask wearer as this is not required at home, i know "when in roam" but within the airport & on the plane I was never asked to wear one.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Davao
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"not allowed to get my money back"

(United States)

Trip Verified | One of the worst airlines have to deal with. Air Asia cancelled the round trip flight from Cebu, Philippines to Davao, Philippines for June 25, 2022. Requested via email to refund my money but refused. Was credited the amount for further flights but explained to them that I no longer am able to fly with the airlines because I am just gonna be there on vacation. Why am I not allowed to get my money back when the Air Asia was the one who cancelled the trip not me. Just like a lot of reviews online with Air Asia, it is very very very hard to request anything from them. They will make you go through a lot of verification and protocols over and over again. Such a disappointing experience considering this is my first time with them.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCebu to Davao
Date FlownJune 2022
Ground Service 12345
Value For Money 12345
no
1/10

"AirAsia is not a reliable airline"

(Philippines)

Trip Verified | AirAsia is not a reliable airline, often flight schedule changes, and does not care for customers welfare. It is one of the worst airlines I have ever flown with. My flight ticket was from MNL-CGY and vice versa. First, my MNL-CGY flight scheduled at 14:20 was moved to 19:45, though there was one email prior notice. However, on my CGY-MNL return flight originally scheduled at 14:10, upon arrival at Laguindingan Airport, I and other passengers were told that the flight would be moved to 20:30 without prior notice. As we were waiting patiently, time has passed and the earlier announced 20:30 became 22:00. Air Asia ground crew did not even show courtesy by asking for apology nor give any explanation, and did not even offer water to the customers during the tiring and frustrating nine hours of waiting just to appease our disappointment. The company did not show any care or respect to their customers. I strongly discourage other flyers to try flying AirAsia.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCagayan to Manila
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"standing for 2 hours in the check-in queue"

(Philippines)

Trip Verified | We booked AirAsia Philippines as we still have a credit from the covid cancelled flights. The flight from Caticlan to Manila was okay, however, there was a delay by air traffic control. Then we had to check in for our flight from Manila to Bohol (Tagbilaran). Arriving at Manila Airport 3.5 hours before departure was a good thing as we were standing for 2 hours in the check-in queue. The had only 4 agents for 500+ passengers. The agents were working very slowly and made long explainations to the customers. According to the security working there, it happens every day. The Cebupacific check-in was working much faster. There is no family check-in. Everyone had to stay in the queue in the terminal. After boarding we had the next unpleasant surprise. When the plane made it to the runway the captain reported a technical problem and we had to go out of the broken plane and enter a replacement plane. So we were 2.5 hours late in Bohol.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManila to Caticlan
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This airline ruined my long-planned vacation"

(Philippines)

Trip Verified | This airline ruined my long-planned vacation after canceling my flight from Boracay to Cebu which left me with only 2 choices, travel fund or reschedule a month after the original flight booked because they canceled the route. I asked them to fly me from Caticlan to Cebu via Manila because they still operate those flights under AirAsia Philippines, but to no avail. After spending almost 1000 dollars on advanced bookings, my only option is to purchase new tickets which costs almost 8 times more than it was before with another airline. AirAsia is selling fake flights to grab your money and keep it with them as much as they could, limiting your options to impossible and doesn't care ruining your holiday. I've been reading several comments on their Facebook page even way back to 2018 postings, this is a common practice for this airline as ranted by thousands of people who had similar issues as mine. I wonder when the government would revoke their franchise for fooling a lot of people already. The major swindler of the airline, probably in the whole world. My only wish is for this airline's closure.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCaticlan to Cebu
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"they rejected the refund"

(Belgium)

Not Verified | Airasia calcelled my flight from Bali to the Philippines because of covid19. I was promised to get a refund for this specific cancellation. After waiting for it for 4 months they rejected the refund. Even tho it was even promised on their website. So now i dont get refunded nor i get credits and lost 200€ for a flight that never went up in the air. Plus it is impossible to contact AirAsia in any way accept for the automatic AVA.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBali to Puerto Princessa
Date FlownMarch 2020
Value For Money 12345
no
1/10

"I wasn't eligible for a credit"

(United States)

Not Verified | The only number available to call anyone for help is long distance to India and after waiting on hold for an hour (paying for a call to India), they say they only handle domestic flights in India. At least the Indian guy confirmed that there is no other number and you have to "chat" online, and the wait is over an hour for that too. And there is no countdown to your time to chat, and no audible alert when your agent is available, so you have to literally stare at the screen for an hour and hope you happen to see when they show up. If you don't respond within 60 seconds, they end the chat. If you are waiting for the agent to type or look something up for longer than 60 seconds, it ends the chat. So you have to keep typing "still here." Absolutely ridiculous. I was contacting them because they had sent an email saying I am eligible for a flight credit for my flight that They cancelled, but their website is so bad it didn't let me claim that credit. Nothing but errors and missing flight information. Then the agent said I wasn't eligible for a credit, despite the email They sent affirming that I would get a credit. I sent him the email, and he didn't budge.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManila to Boracay
Date FlownMarch 2020
Value For Money 12345
no
1/10

"worst airline I have ever booked"

(United States)

Trip Verified | AirAsia Philippines the worst airline I have ever booked and flown with. They ghost their customers regarding refunds, constantly disconnect/change the phone lines, don't have email support, and no one answers DMs on Facebook or Twitter. The only other support you get is Ava which is a useless, infuriating bot. I tried to go to the airport to speak with them but the security told me AirAsia Philippines doesn't allow face to face. I had my flights canceled four different times, and finally on the last one I just went to the airport and asked to be put on another flight because there were empty seats. They kept saying it was full. I insisted that this was unfair and pointed out several examples of hypocrisy and finally they let me on, but not before charging me $120. I had $150 in credits but they wouldn't let me use that towards the flight even though I purchased travel insurance and premium flex which is what this is for. They are trying to avoid letting people use their credits.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteTagbilaran to Manila
Date FlownJune 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"original flight was cancelled"

(Switzerland)

Not Verified | My original flight was cancelled one day before the supposed itinerary due economical reasons by AirAsia. A full refund on the credit card was promised. After 3 months I got a credit for future flights without having an option to choose. In the end I tried to move to flight to a later date without any success. I was the chat several hours waiting. The emergency hotline if you get connected kicks you out after 10 min in the waiting line. When i got connected to service staff, she was not helpful to move the flight. Overall contact from the customer to the airline seems not to be wanted from the side of Air Asia.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCebu to Singapore
Date FlownMarch 2020
Value For Money 12345
no