| Kuala Lumpur to Singapore. AirAsia is known with low-cost fare, but does it mean Low cost = no service? Other than Low-cost fare, Air Asia well known with flight delay, flight rescheduled, poor customer service. It happens regularly that the flight rescheduled on every single flight. Other than the Air Asia low price on promotion is attractive, you'll not surprise if you heard any bad feedback comment about how AA disappointing customer. I'm not the first one and I believe will not be the last one. How AA Customers support system fooling customer around? It must be a platform to train your patience. AA customer support system has 4 ways to contact Air Asia which are Live chat (24/7), call centre, Twitter(24/7) and e-form. I have tried 4 of them: Live chat (24/7): it has been removed - 26 Dec 2018 URL No Longer Exists You have to wait for average 1 hour on live chat queue to say hi to a live chat staff. If you miss the screen when the conversation started, you will kick out from the chatroom by livechat staff, when you check back the screen, it showed "thank you for contacted live chat". You have to wait for another one hour. Live chat staff could simply end your conversation without your notice, so even your question not yet finish,you will be kicked out by the staff again. Call centre: I have called to call centre from Malaysia at RM2 per minute! I wanted to buy/add-on/upgrade my baggage to 25kg (3 days before my flight), but it is no longer available on "modify" at the airasia homepage. The only way is you have to call them (yes waste time + money), otherwise it would me RM45/kg (not sure they increase the price or not) at the check-in counter. waiting time: generally 10 minutes. Twitter (24/7) the so-called "24/7" Twitter service is totally a lie. You can tweet them 24/7, but they will only reply to you immediately, most of the time a few hours or few days. (tweet them for 5 months due to my lost bag case). When the staff is free they will tell you Please wait for the investigation or there's not much they can do, please contact live chat/call/e-form. Live chat, twitter and call centre will push all the responsibility to e-form. Ask you to contact e form. E-form has annoyed and wasted my time the most. It took few days/about 1 month to reply to you, they could just reply sorry that they have done their best and simply closed the case straight after. I've created the same case for 3 times because the staff closed my case without solving my problem, but it is written in the email that my case has been solved, or you didn't reply the email within 7 days. Here comes the tactic: at first you can still contact the AA staffs, but after 3-4 emails, suddenly your reply cannot reach to the AA support team and this will end up case closed because the system shows that you didnt reply to the AA email. When you reply, a no reply email message will tell you that your case has closed, if you need any assistant, please send an e form again! I strongly advise you be aware when you book the AA ticket. The price is really attractive, but please make sure you add on all the bag, meal etc. For the locals, I suggest you check also the price from Malaysia Airlines, Fireflyz and Malindo.