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 391 reviews
7/10
3 star Skytrax Rating
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8/10

"Super clean aircraft"

(United Kingdom)

Trip Verified | Love the 2-3-2 seat configuration. Super clean aircraft and friendly efficient service you come to expect from AirAisia. Great prices, even with two checked bags to avoid excess baggage fees - it is worth it.
AircraftA330-300
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Incheon
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"stay away from Air Asia, it is not worth it"

(Singapore)

Not Verified | Do not fly this airline for a business trip! They lure you into booking a business class flight with a lie flat bed only to end up with a budget airline economy seat after changing the aircraft last minute. To be fair they offer a full refund or change of flight at no cost but what does it help you if you have connecting flights booked and meetings scheduled for the next day? I know it happens that aircraft need to be changed sometimes but they don't have sufficient aircraft to at least cater for their business class passengers and you end up in a budget airline economy seat. So if you have to travel for business, stay away from Air Asia, it is not worth it.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteFederal Territory of Kuala Lumpur to Sydney
Date FlownJuly 2023
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

"when you book cheap airlines you'll get cheap service"

(Australia)

Trip Verified | I booked extra baggage for the wrong trip, once you booked it, you can't change it from going flight to the return flight. I tried to call them multiple times but couldn't get to the customer service. I had to purchase baggage later on for a lot extra and I had extra 5kg. She asked for 260 MYR but I refused then I had to empty my bags at the airport, the back and forth caused unnecessary delays of 1 hour to us because of their stupid booking app that I used which made me book the 2 bags on one way. I ended up wearing 3 layers in the middle of the heat in KLIA2. They will not see a cent from me, they have some of the most uncomfortable seats among airlines. Overall when you book cheap airlines you'll get cheap service, for me as a budget traveller, I just went with them.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Sydney
Date FlownMay 2023
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

"4.5 months later there is no refund"

(United Kingdom)

Trip Verified | I booked a flight with AirAsia from BKK to SYD in October for a Jan flight however a month later they cancelled the flight for a 10 day trip and gave me a new flight 6 days later than booked. The event i was going to would have finished by that time so i cancelled the flight and Airasia agreed to refund me on 18th Nov 2022. Some 4.5 months later there is no refund. Online it is a case in progress and a refund will be forthcoming? However they manage to take the money immediately on booking and after agreeing a refund nothing has happened after 4 1/2 months. There are no contact details and the only communication is through a unhelpful and useless Chat Bot. There is no human interaction or anyone to contact which leaves you very frustrated. I have flown with this airline several times pre Covid and been satisfied. Now this airline is uncontactable and the delay is refunding me is annoying and the delay is unreasonable.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangkok to Sydney
Date FlownOctober 2022
Value For Money 12345
no
1/10

"told her I didn’t want a refund"

(Japan)

Not Verified | Flight D7532 25th of March 2023 I booked premium with meals from Osaka to KL and then to Kota Kinabalu return for my work. Before departure I was emailed with notice that a change of aircraft had occurred. So before leaving KL to go to Kota Kinabalu I reconfirmed with AirAsia staff at KL that I had a seat in premium for the 7 hour return journey to Osaka and that my meal had been booked. The ground staff at KL assured me this was correct. However, on my return journey from KL to Osaka I was directed to an economy seat. When I complained that my work had paid for a premium seat I was ignored by cabin staff, then a staff said he would contact the ground crew and then an English speaking cabin staff said that I could ask for a refund. I told her I didn’t want a refund as I don’t want to spend 7 hours in cramped conditions. She then said I would be removed from the plane if I didn’t sit down, so I had no choice but to return to the economy seat. When I returned to my seat someone else had taken it as they wanted to sit next to their friend. This then resulted in meal confusion. There was no soap in the toilet I used.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteOsaka to Kota Kinabalu
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"give people the seat one paid for"

(Australia)

Trip Verified | I paid extra to get a quiet zone seat but they downgraded passengers to economy because they changed plane. No notice. I paid extra so I can get aisle but shoved in the middle. And they make make it impossible to ask for refund at the airport as they do not have physical counter at our airport. I know it is budget airline but at least give people the seat one paid for.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Melbourne
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"No tv’s for longer flights"

(Australia)

Not Verified | My flights had been cancelled and rescheduled with short notice. The customer service is a bot that isn’t helpful with your needs and when you do speak to someone it is hard to communicate in English. If you don’t book baggage it’s $60 for 15kgs and around $20 for every 1kg over. If I book my luggage earlier it’s 20kg for below $60. The lineups for check in were endless. So far when speaking to someone from AirAsia at the airport, they have been nice and helpful though. No tv’s for longer flights.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Bangkok
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the stroller had gone missing"

(Australia)

Trip Verified | We flew AIr Asia D7213 with 5 adults and an infant on Friday 13/1/2023 and checked in a baby stroller which was collected by ground staff at departure gate just before boarding at 3pm. Upon arrival at KLIA2, the stroller had gone missing and ground staff at Ground Team Red were incredibly unhelpful. We were told to complete the appropriate property irregularity report and left forwarding address for the stroller to be send if found. It has been 5 days and we have not heard from Ground Team Red and was unable to contact them. Meanwhile we have to purchase another stroller for use in Malaysia.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Kuala Lumpur
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"flights were delayed by 6-7 hours"

(Thailand)

Not Verified | AirAsia IS NOT READY to carry passengers after COVID hiatus! They sell you a 5am flight, but claim it leaves at 11pm, then on the day of departure you get a nasty SMS that "your flight was re-scheduled from 11pm to 5am". Now you'd have to book an airport hotel (owned AirAsia as well), get up at 5am, just to learn that the flight is "re-scheduled" AGAIN, now to 6.15am. Next 7am etc. Wasting WHOLE day of your holiday to sit in the worst terminal in SE Asia (KLIA). All you get is a 20RM meal voucher that NO SHOP accepts. Nobody of the ground staff knows what's going on, claiming it's a 'medical issue', but if you check past days departure times, ALL these flights were delayed by 6-7 hours! 200 people stuck in the airport, no hotel, no food, no information. Ruined holiday for all, and AirAsia is not even apologetic. Every single person of the ground staff just points finger at each other, and nobody knows what's going on and when the flight will leave. FLY SINGAPORE OR THAI, avoid Malaysia at all cost!
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteKuala Lumpur to Sapporo
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"pay for what you get I suppose"

(Australia)

Trip Verified | You pay for what you get I suppose. No in flight entertainment. No complimentary anything.., not even a cup of coffee. And worse they lost my checked bag. After I did everything they asked. Was there well above their asking time. Waited patiently in line and they STILL lost my bag on a direct flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Bangkok
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no