AirAsia X

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 392 reviews
7/10
3 star Skytrax Rating
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1/10

"told my visa for Taiwan cannot be used"

(Indonesia)

Trip Verified | Booked to travel from Kuala Lumpur to Taiwan on 9th Jun, 2024. After check-in and immigration process, when it's time to board their staff told my visa for Taiwan cannot be used because her last name is filled with the first name and visa must be printed on paper. My name has no last name so I usually fill the last name with my first name because for most form last name is mandatory. Anyway I applied my visa again and fixed the last name and printed it. They again insist visa must be printed in color. I tried to find place for printing in the airport but cannot find. After already too late they said black and white print will be fine. In addition they ask me to buy new ticket with zero refund. Their service is terrible, the staff and lack proper training.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Taipei
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"Thank you AirAsia"

(Malaysia)

Trip Verified | I miss my Malaysia Airlines flight and all flight is closed and do not allow to purchase. However AirAsia is so kind to let me get a ticket, even though the counter is closed after listening to my ordeal in the airport. Thank you AirAsia for making my trip possible! Appreciate the guy that help me, too rush to get his name. Thank you!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Seoul Incheon
Date FlownMay 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

"No compensation, nothing"

(Australia)

Not Verified | Flight got cancelled. Not notified. Next flight 15hrs later. No compensation. Return flights changed (cancelled). Stop over in Kuala Lumpur scheduled to be for 5mins, when I have to collect baggage and go through immigration. Get flight changed and they then want to charge me for changing it, when it was their mistake. Can’t chat with a manager. Refuse to give their work emails. One day lost of my holiday, 2 days lost at resort I was supposed to be staying at, 8hrs of rebooking whole flights and holiday. Absolutely no care given. No compensation, nothing. I’ve never seen such incompetence and malaise.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Padang via Kuala Lumpur
Date FlownMay 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"My checked bag was not off loaded"

(United States)

Trip Verified | Appalling service. My checked bag was not off loaded at Sydney from Auckland and continued on to KL. Could not contact anyone at Swissport or AirAsia , they did not answer my calls and AirAsia has no representation at Sydney airport and has no call center, only useless bots on line chat. I only got my bag by personally returning to the airport two days later and screaming blue murder at the overwhelmed swissport agents. Two days of my holiday wasted.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteAuckland to Sydney
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

"cancelled the return flight"

(Australia)

Trip Verified | AirAsia cancelled the return flight of the journey. Their AI chat bot was no help at all with flights cancelled by the airline. Finally managed to get their customer support number and it was only a message bank. They emailed me and I asked to get credit specifically only for the return phase of the journey. They cancelled the whole flight! Since I am flying two days after this cancellation, I had no choice but to book again. And it became more expensive now, obviously because the date of booking is nearer the date of departure. I couldn’t risk waiting for their customer support to get back to me as I might miss my appointments in Auckland.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Aukland
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"replaced by KUL-OOL-AKL route"

(Malaysia)

Trip Verified | They ceased operation of KUL-SYD-AKL route, and replaced by KUL-OOL-AKL route. I bought this ticket for October / November 2024 because of the 2024/2025 promotion. The flight cancelled notification was receive on October, a month after the promotion. If you know you want to change the route, why you still sell the ticket. I book the flight departure on end of October and return on November. However, they only allow me change the flight until end of Oct 2024. That means I am unable make any changes in November. When I request of refund they reply me and want me either to take credit point or "voucher + other option".
AircraftA330-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Auckland
Date FlownMarch 2023
Value For Money 12345
no
2/10

"No free blanket, food or water"

(New Zealand)

Not Verified | Crew very polite but didn't understand English. No free blanket, food or water was provided. No entertainment screen in 9 hour long flight .Never booking again
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAuckland to Kuala Lumpur via Sydney
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"a very pleasant experience"

(Singapore)

Trip Verified |   I believe it’s important to emphasise that AirAsia X is not the same as AirAsia itself, and that a 7/10 Skytrax overall rating is pretty much as good as it gets for any airline. Even the best in the world like Qatar, Emirates and Singapore Airlines rarely have ratings above 7/10 because passengers mostly come to Skytrax to air their grievances but never sing praises whenever the job is done well. Booking a lie-flat business class seat on AirAsia X’s Airbus A330 was probably the most value-for-money upgrade around. For just about USD50 more I got to enjoy a lie-flat seat, meal service and upsized baggage. Most certainly it isn’t full-service business class like on the full-service carriers, but at this price point there really isn’t much room for dissatisfaction especially when the crew did their job well. Most importantly the flight departed on time and landed safely on time. Overall a very pleasant experience with AirAsia X, and in my opinion a massive difference as compared to the regular AirAsia.
AircraftA330-343
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteKuala Lumpur to Bangkok
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"the service was good"

(Malaysia)

Trip Verified | The check-in process at the KLIA Terminal 2 airport was relatively efficient, with attentive staff members assisting passengers. The cabin of the aircraft was clean and well-maintained, but appeared a bit dated. The seats were comfortable enough for the duration of the flight which is 2.5 hours, but legroom was limited. I found it difficult to stretch my legs. No in-flight entertainment system. The cabin crew on my flight was polite and responsive to passenger requests. However, the service was good. One positive aspect of my experience was that the flight departed and arrived on time. I appreciate the airline's commitment to punctuality, as it's crucial for travelers with tight schedules. In summary, AirAsia X provides a modest service that gets the job done but doesn't go above and beyond. If you're looking for a budget-friendly option and don't mind sacrificing some frills, this airline could be a suitable choice.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Bali
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"be looking at other options"

(Australia)

Not Verified | What has happened to the friendly cabin crew on AirAsia x? I have been flying internationally with this airline since 2012 and have always found them a great LCC especially their flight crew, they have been our first choice for travel throughout aisa but after our flight yesterday we will definitely be looking at other options. Only one of the flight crew on board was making any effort to be friendly and polite with all the others just simply going through the motions. We had three flights with Airasia on this trip and found the same service on all three. The crew locked off 2 toilets for their own use, only allowing use during service when they were blocking the isles then telling passengers they were out of order which was a direct lie and totally acceptable. With a practically full A330, all toilets should be available. It's seems this was being done so the crew didn't have to see anyone between services being conducted.
AircraftA330-300
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Gold Coast
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no