AirAsia X

✅ Trip Verified | Melbourne to Kuala Lumpur. The plane was delayed by 20 minutes because they were waiting for a passenger. I have never heard of this happening before. On the way back to Melbourne I was sitting in the hot seat which is positioned just at the back of premium class. The hot seat is in the quiet zone where there are supposed to be no babies, however there was a baby in premium class who was crying much of the time. I paid extra to sit in this area and did not get what I paid for.

✅ Trip Verified | Gold Coast to Kuala Lumpur was an eight hour flight. Boarding was orderly. Announcements were few. It was a bit cramped in my row. I had a meal which was nice. I will fly them again as they do great job.

✅ Trip Verified | Phuket to Melbourne via Kualar Lumpur. Barely existent customer service and their seats are so cramped making a long haul flight a nightmare. The lights are on for a good chunk of the flight making it difficult to get any shut-eye. They have a nonsensical policy that phones must be "turned off" for takeoff and landing - not switched to flight mode, but turned off - and they enforce it. Prior to booking, there was an issue with the booking and trying to speak to their customer service left me fuming. Their Australian contact number was engaged on the 10+ times I tried to call it. To chat with them online you have to get past their online bot which is a real pain when it doesn't understand your problem. The person I spoke to was absolutely rude and unhelpful. The chat closes after 60 seconds of inactivity which is infuriating when you have to go off and find information.

✅ Trip Verified | Bangkok Don Mueang to Osaka with AirAsiaX. Delay after constant delay. Even boarding the plane is delayed by half an hour. The motto of this company should be "never on time". Horrible experience, not even counting the nickle and diming.

✅ Trip Verified | Kuala Lumpur to Gold Coast return. The outgoing flight was okay, as a night flight there was nothing much to do but try to sleep. The return flight was a day flight which leaves OOL at 1035am. The crew on D7 201 from OOL to KUL on 6th July 2019 were the best airline crew I have ever encountered in about 40 years of flying! They were polite, pleasant, engaging and nothing seemed like too much trouble for them. I was just overwhelmed by their service and grace. Well done to Air Asia. The downside is that their seats are awful, they fit an extra seat into the A330 economy section which means 3-3-3 abreast instead of 2-4-2 in most other airlines. The seat width is terrible, aisles are very narrow but the seat pitch is okay. The food was good, plenty available for purchase on the way out but they seemed to run out of many things on the return flight to KL. The ground staff at KLIA2 are awful. The seem so ineffectual and when boarding, there was no announcement over the loudspeaker so everyone just got up to board, ignoring the families with kids and older people. They need to sort out their boarding procedures in KLIA2. The ground staff at OOL are a little brusque and in particular, a rude lady who was on the plane prior to departure. She snapped at passengers as the crew wanted to do a head count and some people were still standing to adjust their luggage in the overhead bins. I would fly them again just for the crew.

✅ Trip Verified | Beijing to Kuala Lumpur. Most uncomfortable flight I've been on. The cabin was freezing. As a low-cost airline, a blanket had to be paid for and water also cost extra. Meals were provided to those who reserved in advance or buy onboard. No in flight entertainment, no place to charge electronics. The seats were hard and ramrod straight. I will not ever be flying this airline again.

✅ Trip Verified | Red eye flight from Kuala Lumpur to Perth on 17 April. The flight leaves at 0005 and arrives into Perth at 0530. Boarding was shambolic as there was one lady in charge up front and she spoke fast and her speech was so unclear that nobody understood her and everyone just got up and boarded anyway. It was storming before takeoff so we waited on the tarmac after boarding in the middle of a thunderstorm. The flat seat was comfortable and they provide a duvet and a large pillow for sleep. You are given a small complimentary bottle of water and a tablet with noise cancelling headphones. The tablet is loaded with a limited number of movies and TV shows and lasts about 4 hours. I don't understand why they serve you food at 0030 (I was not given a choice, just handed a tray of food) after takeoff instead of serving it before landing. The cabin crew were very professional and pleasant but boarding announcements were appalling as the purser was a Japanese man and although no fault of his, his accent could not be understood by virtually anyone on the aircraft. Quizzical looks all around! All in all, they were punctual, efficient and pleasant. One drawback. They turn on the lights about an hour before landing when we easily could have had an extra 30 minutes of sleep. Points to improve: your staff need elocution lessons on clear speech.

✅ Trip Verified | Our return flight from Langkawi to Avalon through Kuala Lumpur started with a flight time change, originally departing at 6pm our plane was re-scheduled to 7:55pm. As we proceeded through the gate to the tarmac (Premium Flex) we were instructed to wait at the stairs as there were 2 elderly people in wheelchairs who needed to board via the lift system. After some time we were then told to board through the back of the plane. After approaching the rear stairs we were then waved back by the pilot to the front. We ended up being one of the last to board seated in 1B and 1C, boarding was totally disorganized. A further delay due to this meant we arrived even later to KL airport, however we proceeded through customs before anyone and made our way to our connecting flight. With 2 x Premium Hot Seats we were able to navigate our way onto the next flight with little issue. On arrival into Avalon we were once again through customs quite quickly as we were able to exit the plane first. However our luggage didn't arrive. How was it that no-one in KL was able to ascertain that our luggage didn't make the flight? They had 8 hours to call ahead, actually 9 hours seeing we waited over an hour for our luggage. What disappoints me is the treatment from the staff and total lack of communication from AirAsia. You cannot contact AirAsia in Australia, teir Sydney number goes back to KL. We never received a call, text or email from AirAsia X. We left all our details at the airport for them to contact them. But the saga continues. After multiple emails to KL I found out that our bags were placed on 2 different flights. One later in the day and the other one the next morning. The bags arrived on separate flights and were separates in the lost luggage area of Avalon Airport, one even included a large hand written note saying "Waiting for other bag arriving on D7 218". The bags continued to sit there separated for a further 24 hours, still no call, email or text. Ringing KL they said the bags were there but yet once again you can't call ANYONE in Australia. Instead they give you the number for AVALON, which welcomes you with "Welcome to Jetstar" and had no reference to AirAsia. It was only though the assistance of a lady at Avalon Administration who knew the Air Asia supervisor that a direct call was made. Finally my bags were reunited and given to a courier at 7:30pm 3 days after departure. I was told they would be with me by 8:30pm. At 9:30pm I received a call from the courier saying he won't be coming until tomorrow as he'd also had to go to Geelong. I stood my ground, told them they had destroyed my evening and had no choice but to bring me my bags. Finally I received them at 11:30pm that night. Close to a week has past and I still have not received a call, text, email or apology from Air Asia.

✅ Trip Verified | Kuala Lumpur to Sydney. Why bother with self service to speed up the process to then have only 2 counters for document verification? The queue is long and slow. If you have done so much to speed things up why let this final process to taint the effectiveness and efficiency? I always fly AirAsia. It is economy airline and they have done well on a lot of fronts and to come this far itself is an amazing achievement. I am just very curious why this decision and this process?

✅ Trip Verified | Flying from Bangkok to Tokyo. Plane left as scheduled, arrived on time in tokyo Narita. Very friendly inflight staff, and good ground staff as well. Nothing particular on the flight itself, no free food, no inflight entertainment, it's a low cost airline. I felt cold in this flight and I suspect the airline to lower the temperature inside the plane to make you buy there cover, so just prepare a small jacket and that will be fine. Seats are okay, better than short flight budget airline.