AirAsia

✅ Trip Verified | A flight that left early, unusual and great for travellers. Loading a little cumbersome but mainly from dis organised passengers. Staff affable and helpful. The seats narrow but in good condition

✅ Trip Verified |   My flight departed and arrived as scheduled, but the cabin crew's behavior ruined the experience. Upon boarding, I was hurried by a crew member as I searched for my seat. Another crew member yelled at me for taking slightly more than two seconds to move. I frequently fly both domestically and internationally from and within the U.S., and I have never encountered such unprofessionalism and rudeness from flight attendants. This experience was a first for me and left a negative impression.

✅ Trip Verified | I don't know if I am getting shorter with age, or if the seats are further apart now, but it feels like there was more legroom than normal - it wasn't that cramped at all. Everything else is still what you expect from budget airlines, but at these prices who can complain? The flight from Bangkok to Kaohsiung was over before we knew it. Clean cabin, no fuss service and food.

✅ Trip Verified | I flew with AirAsia several times . The flight was delayed ever time by around 30-40 minutes. The staff on the ground always gives you very optimistic estimates for the delays, and it usually takes longer.

✅ Trip Verified | Good Flight on time from Krabi to Bangkok. Standard Seat distance is cramped but ok for a short Flight. Had lunch including Package which was okay. So if price it’s low, AirAsia is a good option.

✅ Trip Verified | I am representing a party of 5 seniors traveling from Medan back to Kuala Lumpur after a 4D3N tour on Mar 14/24, and we would like to extend our sincere gratitude to Mr Ruly (Guest Service Officer) of Air Asia at the Medan International Airport Checkin counter desk. Mr Ruly was very pleasant and polite , and quickly booked us a flight back to KL the same day , after our flight on Batik Airline was suddenly cancelled without notice. He went out of his way to help us obtain a flight cancellation letter from Batik Airline at the airport. Further he also helped us saved money in advising us that we could combine the weights of all our check-in luggage, so our overall ticket cost is cheaper. It is not often that you meet nice people like this, especially one who is efficient and served with a warm smile. Our flight back to KL was pleasant, and we arrived 25 mins ahead of schedule! Again not many airlines can match this. Overall we were all very pleased with experience.

Not Verified | Booked a connecting flight with them from Singapore to Bali 4 months ago. Today they cancelled it and moved us to a flight that departs 4 hours before we land in Singapore. They suggest we fly the next day but do not want to fund a hotel and we do not want to lose a day of our holiday. Have had to cancel and switch to another airline at considerably higher cost. Could only talk to a BOT.

✅ Trip Verified | The AirAsia app offers flights combined with other airlines. I booked a flight through the AirAsia app; the first leg operated by Lion and the second by AirAsia. You assume it's one booking (like code sharing) but it's not. Lion was delayed so I missed the connecting flight. Bad luck I had to buy a new ticket to continue my trip. They don't take any responsibility and claim that you booked it through an agent. When you try to file a complaint that's impossible ... you have to chat with that stupid chat bot but that's useless.

✅ Trip Verified |  Worse customer service. Every email came back as undeliverable, every phone number goes to voice mail. The recording says you can talk to live person via app and website, but it's just a computer chat that can't do anything. Flight was okay, but everything else about this airline was bad. Rudest gate and ticket people I've met.

Not Verified | They have a free cabin baggage policy, but if it exceeds 2-3 kg, you have to pay 250 MYR, which is approximately $50.

✅ Trip Verified | Dirty Plane. Trays were dirty and staff were asked to wipe several seat trays. No in flight entertainment. Uninterested staff who were very unaccommodating. Flew back to Perth on QZ534. Even worse experience as I travelled back with my husband and child. We were separated and yet there were several free seats available. We asked if we could sit together as we had a 1 year old with us. They said the plane was full and yet there were several seats available. At the end of the trip I asked to help my husband with the bags as he was carrying the baby. They refused to let me and said I couldn't go back on the plane. They then stood around and watched him struggle to carry the bags and the baby instead of offering to help. They were so uninterested and looked like they weren't enjoying their job. Dissatisfied. Worst experience on an airline.

Not Verified | The aircraft was overall very clean. With In-flight Wi-Fi with was great. Seats were incredibly comfortable with great legroom. But there was no In-flight entertainment TVs. Their cabin crew service was great. As this is a low-cost airline there are no complimentary water or snacks. The flight was on-time as well. Since this was a full flight, they offered to check my carry-on luggage for free. Overall I am very satisfied with this amount of service for a low-cost airline. Definitely would fly AirAsia again.

✅ Trip Verified | I'm shocked and disappointed! I paid in advance on the 20th of January, and according to the bank, the payment has been successful so far. I received all the proper notifications about my upcoming flights daily. However, when I arrived at the airport, the airline informed me that there are issues with my payment and I need to purchase another ticket, which, of course, costs more. When I called my bank, they confirmed once again that my payment was indeed successful. The airline suggested that I buy another ticket now and request a refund later when I return. I am extremely frustrated for several reasons: - The airline provided incorrect information by sending me letters assuring that everything was okay, but it turned out not to be the case at the airport. The payment I made was successful, as confirmed by the bank. Why didn't the airline refund the money if the payment wasn't successful? Why should I pay more for another ticket when I already paid for the same booking? Now, in order to get a refund, I have to spend my time going to the office because they don't recognize the double payment online.

✅ Trip Verified |  Arrived at the KL airport more than 2 hours before as usual and it was a mess. Queued for several time for the check-in counter until staff told us that the check-in at the counter is extra and we need to do the self check-in. We queue for both check-in and luggage drop. Yes, two different, very slow queues because they put together all the flights. One of our luggage was 1kg too heavy and the machine didn’t accept it, so we open our things and rearrange it. Once back to the machine another surprise, you cannot try again, so go queue again at the service counter. End of the story, missed flight because it was too late to drop the luggage and customer service unable to do anything outside “buy another ticket” for the next day.

✅ Trip Verified | My wife and I have traveled SE Asia extensively over the past 18 months with two return trips to Melbourne Australia for short stays. I find the app to be somewhat klunky but I’m used to it by now. However, that’s the only negative. We have found the food to be surprisingly nice considering it’s airline food. The staff are friendly and not once have we had issues with lost luggage. For a low budget airline we’re very satisfied.

✅ Trip Verified | I will start but saying that if you are thinking of flying this airline, please don’t and pay a little extra for a better company, that doesn’t hide extra fees. I flew from Siem Reap to Bangkok, I have been travelling with a backpack that has been accepted by every single airline (as it is 40L), but because it was slightly over 7kg I was charged 50 usd and forced to check it in.

✅ Trip Verified | I would not recommend using it. Low cost is only a joke. Add ons make them more expensive than the quality airlines like Qatar Airways. Unless you only travel with a handbag it is not worth it to use Air Asia.

✅ Trip Verified | The airline known as AirAsia is the most unsatisfactory flight company I've ever dealt with. They consistently come up with excuses to extract extra money from customers, even resorting to underhanded tactics to coerce additional ticket purchases, as explained in the instances below. Using AirAsia is a major warning sign; it's essential to be cautious with this deceptive company. This marks the second time in a week that I've had an incredibly unpleasant encounter with AirAsia. During the previous flight from Penang to Langkawi, they refused to check in our luggage, citing our arrival 45 minutes past the departure time. Despite being at the KLIA2 counter two hours in advance, successfully checking in our luggage, and passing the hand carry luggage check this time, they insisted on an additional 15 kg. However, at the counter, they refused to add the luggage, once again using the 45-minute rule as an excuse.The staff's impoliteness led to us missing the Miri flight, and we had to secure an alternative flight through Malaysian Airlines. This will be our last experience with the so-called air flight company, AirAsia, making it the most absurd encounter I've ever had with an airline in my life.

✅ Trip Verified | This marks the second time in a week that I've had an unpleasant encounter with AirAsia. During the previous flight from Penang to Langkawi, they refused to check in our luggage, citing our arrival 45 minutes past the departure time. Despite being at the KLIA2 counter two hours in advance, successfully checking in our luggage, and passing the hand carry luggage check this time, they insisted on an additional 15 kg. However, at the counter, they refused to add the luggage, once again using the 45-minute rule as an excuse. The staff impoliteness led to us missing the Miri flight, and we had to secure an alternative flight through Malaysian Airlines.

✅ Trip Verified | Encountered very rude ground staff. This is a first for me and it was shocking to see such behavior. We were a total of 5 passengers travelling together (2 senior citizens and 1 child) and had cabin luggage of 7kgs each. As we had a kid and 2 senior citizens travelling, just one of the baggages was exceeding 7kgs out of the total 4 bags we were carrying. The way the matter was handled was very unprofessional and disappointing. Will always try to skip this airlines if I have an option.

✅ Trip Verified | Third time we experienced delays. Crew seem confused, no clear information. Must rely on internet to learn the reality of the delay period.

Not Verified | I recently had the misfortune of booking a flight with Air Asia, and it was the most unreliable and frustrating experience I have ever had with an airline and I have flown over 2 million miles mainly on Delta. Not only do they have no live customer service agents to assist with any issues, but when their systems fail, there is absolutely no recourse for the stranded passengers. I was left stranded at the airport with no way of reaching anyone for help, and it was a nightmare trying to get any sort of assistance. It's absolutely unacceptable for an airline to operate in this manner, and I believe they should be held criminally liable for essentially stealing money from their customers. If you cannot provide the service you charged for and you do not have a live person to resolve issues with you airlines you are not operating a business. I would strongly advise against booking any flights with Air Asia, as their lack of reliability and customer service is a major red flag. Save yourself the headache and book with a more reputable airline.

✅ Trip Verified | I booked a Manila to Iloilo flight for 1120am. It got rescheduled due to operational issues to 730pm. Then I get another notification that it is rescheduled to 830pm. I am keeping my fingers crossed that I don't get rescheduled a 4th time though I would not be surprised. I filed a complaint on chat. The agent responded like a bot. Overall very poor. All the prior reviews I read were not kidding.

✅ Trip Verified | I paid for "premium" and couldn't even use self check in. Nearly missed my flight after having to wait in line for an hour to check in because self check in wasn't working. AirAsia has no excuse for being so incompetent.

Not Verified | Non-stop delays! Delay over delay over delay. My flight was 4hrs delayed, but they keep on adjusting the time whenever etd comes close. They could have set a particular time and follow through on that. Might as well they give 4hrs so why not set a given time they can follow. Unprofessional!

✅ Trip Verified | I checked in at counter with two of luggages, one of them is golf bag (11kg). All total weight was 20kg , which is under the limit. But the girl at counter use her mobile to check all the rules then told me that my golf bag is sport equipment, which incured a extra fee. Told her taht I've been travelling with that golf bag around Asia,no airlines charge fees. Even AirAsia didn't charge me when I flight from Singapore to Penang. She insisted and ask her supervisor, the guy even didn't listen at all and said 'She is doing her job.' To avoid to delaying the people behind me, I paid $140 extra for that golf bag.

✅ Trip Verified | Narithtra and Apiwal helped me alot during my check in even though I was misguided by airport staff they both looked after me to change my flights and provided me excellent customer service. Thank you Air Asia to have such great skilled customer service representative who looks after customer and provides great customer service.

✅ Trip Verified | Don't normally use low cost airlines, apart from Air Asia who tend to do a good job. Kuala Lumpur to Nha Trang with Air Asia offering the only direct flight, check in if you have bags is not easy but otherwise boarding was done well. The seat was comfortable enough for this short 2 hour flight. Departed on tie and arrived a little early. Returning check in much nicer experience, had pre-assigned seats with extra legroom, also ordered food on this leg which was actually fine. Departed on time arrived back in KL on time, bags off quickly great service.

✅ Trip Verified | The flight was half empty and we were all seated together 3 persons 6 persons per row. We politely asked if we could change seat in order to get more space and make everyone happy but the flight attendant was very rude to us and refused for anybody to switch seats.

Not Verified | I am unhappy with the flights with AirAsia because in Penang I got my ticket for KL but the worker said that I could get the Phuket one from KL, she didn't even try to check things out and the weather was not well in KL so the plane went Penang to KL and Penang to KL. They said that they will help us out if we miss the plane. When we arrived to KL we had no ticket and the workers in the airport didn't explain clearly so we missed our flight and when we tried to book another flight, the worker said that it was too late to book a. 8.20 flight to Phuket when it was an hour before the fight. She gave us a flight the next day, I wasted my time and the money for a taxi and hotel.

✅ Trip Verified | On Line Check-In run well. No need to go to check-in desk in the airport. The plane was clean. Flight was on time (departure & arrival). Seat was a regular pitch for low cost carrier. The cabin crew was friendly. They spoke well and clear when doing the public addresses. There was no in-flight meals, normal for low cost airlines. However, they sold meals through pre-ordered or in-flight order. We landed in T2 in Soekarno Hatta airport and transfered to T1 using bus.

✅ Trip Verified | There is no way to actually speak to a person all the telephone numbers in all the countries I've tried go to a voicemail service. They happily take your money when you book a flight but after that there is no way to change flights or talk to someone. There is an email type voicemail service even that they take 2 days to reply back you.

✅ Trip Verified | They cancel the flight schedule and gave me other day. I tried to contact AirAsia but cannot connect. The live chat was useless. This my first time and last time using AirAsia.

✅ Trip Verified | More delays. Consistently rescheduling flights, no notification to phone or email. Seat configuration minimum distance. Total disregard for passengers. A disgraceful airline one of the worst. Customer service virtually non existent.

Not Verified | The flight attendance were doing their best but the flight comfort itself was an absolute joke. The renting of the blankets for 2 euro or haggling over which food everyone got. Having to show boarding passes again and again to prove what you bought or didn't buy made the whole experience feel so cheap and badly put together. I don't think anyone was happy after that flight. 10 hrs flights with no entertainment is another invention I didn't think I'll experience. The flight itself wasn't even that cheap so I'm wondering why not charge 15 euro extra and give everyone all service they should get on such a long flight... the food prices were not even that expensive so I'm just sitting here n wondering why would anyone choose this uncomfortable situation for both the employees and all customers. I will not soon forget the flight attendant lady raising her voice at an older gentleman customer to tell him he can not change his order of food... it was bad. I didn't know before booking but will surely never book again. Might be ok for a short flight of 2 hrs or so but for long haul it left me with the worst taste in my mouth.

✅ Trip Verified | Aircraft was delayed 2 hours arriving in Yangon. Slow boarding of bags caused another 30 min delay. The staff never explained the delay, guess it is common. People missed their connections and if they were two separate bookings on AirAsia they would be responsible to buy a new ticket. Ridiculous if you ask me when it was AirAsia's fault they missed a connection. Decent cabin service. But AirAsia's late rate along with them constantly jacking with schedules and moving flights makes me not a fan.

Not Verified | My flight was cancelled and rescheduled several times and was 36 hours after my original arrival time. This resulted in an extra hotel night and new flights at the last minute. I filed a claim from Nov 2022 and still have not received my refund. You get a bot that just runs in circle. I am not a rare case and many are in my situation. I will not stay quite on this matter.

✅ Trip Verified | The cabin of the aircraft was clean and well-maintained. The seats were comfortable enough for the duration of the flight, but legroom was modest I found it difficult to stretch my legs. There is no in-flight entertainment system. The pre-booked meal was tasty. Overall satisfied but need some constant improvement.

✅ Trip Verified | Smooth experience from check-in until arrival. The flight is on time and proper boarding announcements and arrangements. The is no IFE but we can connect to wifi for entertainment - the Wi-Fi connection was pretty bad. The pre-booked food was good. Smooth take-off and landing. The cabin crew was super nice. Overall, very moderate experience with this airline.

✅ Trip Verified | AirAsia is a budget airline. They seem to do ok once it’s a given that your flight will occur. My biggest complaint with them is that they constantly are changing their schedule, withdrawing flights, changing times of them etc. Out of the 12 flights I had booked with them over half were changed, some by many hours even to different days. This makes scheduling with them extremely difficult. This flight was ok, and originally a nonstop to KUL. But had to waist 3/4 of a day getting to KUL with a stopover in DMK for this flight. Seats are tiny and squished together. That’s what you get for a cheap price. Can’t fault them for that. Just hate their non reliability of any flight booked more than a week out.

✅ Trip Verified | The flight is on time and proper boarding announcements and arrangements. The is no IFE. The pre-booked meal was tasty and properly served by Cabin Crew. The seats were comfortable enough for the duration of the flight, but legroom was tight and I found it difficult to stretch my legs. Smooth take-off and landing. Kudos to the flight crew. Overall, very moderate experience with many more ways to improve.

✅ Trip Verified | By far the worst airlines in Asia. The customer service is made to be as long and difficult as possible. You either have to find solutions with BO chat (useless AI) or hope they respond to your email. My account got locked by AirAsia because they don't send me an OTP for verification, even though I verified myself months ago. Due to my account being locked I can not proceed to make flight changes and any other bookings for a trip I am planning. It takes 15 to 20 days to unlock my account. I asked if they can cancel all my flights instead and give me a refund because of the problem and delays they caused and I can't get my money back. I highly recommend that you should check out any other alternative airlines first before using AirAsia. It can be a smooth transaction but whenever there is a problem you are going to have so many unnecessary problems with this airlines. And you will struggle to find a real person to talk to because everything is with the AI chat system first.

✅ Trip Verified | The check-in process at the airport was relatively efficient, with attentive staff members assisting passengers. The boarding process, though, felt a bit disorganized. It took longer than expected, and there was minimal communication from the gate agents regarding the delay. The cabin of the aircraft was clean and well-maintained, but it appeared a bit dated. The seats were comfortable enough for the duration of the flight, but legroom was limited. I found it difficult to stretch my legs. The cabin crew on my flight was polite and responsive to passenger requests. However, the service was modest at best. But, the food was good. In summary, AirAsia 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.

✅ Trip Verified | Absolute worst customer service I have ever experienced. We paid approx $1300 AUD for flexible fare tickets, tried countless times to contact them to change the dates with 10 days notice, were emailing back and forth everyday and the dates still weren't changed on the day we had to fly. There is no phone number or person you can talk to, each email is written by a different person asking the same questions and not doing anything to help you. Avoid this airline at all costs, we now have to look into how to legally get our money back but because they have no offices in Australia how is this possible?

✅ Trip Verified | I travelled by Air Asia recently, on an afternoon flight from Delhi to Kochi (I5 549). I had booked the ticket about 2-3 weeks in advance, and got a very good deal on it. The check-in was smooth. There was some delay at the gate and boarding had not started till the scheduled time for departure. Eventually we boarded about 15 Mins beyond the scheduled departure time. The take-off was quite perfect! However, the rest of the flight was smooth, except for one patch of turbulence. The plane was clean and the seat was comfortable. Even though my seat was in 24 row, leg space was not an issue. This flight was an exception. The cabin crew, especially Mr Zebran, were extremely attentive and polite. He made me feel like an honoured guest. Also the food quality was excellent. The landing at Kochi was smooth and the luggage arrived on time. Extra marks for the hospitable cabin crew! Kudos to the team and Obviously Air Asia. Will fly back soon

✅ Trip Verified | I tried to change my flight booking and even downloaded the mobile app to do it, but the system did not allow me because it’s within 48 hours of the flight. What kind of rule is that? Plans change, people need to change their flights. I tried to find a contact number for customer service and searched everywhere, but was not able to find one with a live person. All I can find was a complaint line where I had to leave a message. Now I have to leave the ticket as a loss and buy a new one, I’m not buying from AirAsia.

✅ Trip Verified | Air Asia what a joke. Their website doesn't work. Their check in machines at the airport don't work. There is no customer service. There are no offices. There are no phone numbers to call. You pay for a minimum of 20kg for luggage regardless of the actual weight (and the price goes up from there if you are the slightest overweight) You are jammed into seats like sardines. Worst flight I have ever taken. They say they will give you credit for your flights. Don't believe them. Your Air Asia account remains blank - no current bookings, no past bookings, no credit history, nothing in any of the folders. Make sure you have your own copy of all flight details cause you won't get them from their website or your Air Asia account. I booked online. When I received my ticket it had the wrong name, birth date and gender. What? I spent weeks hunting down a way to contact them to get it changed. Eventually I just abandoned the flight and booked on another one.

Not Verified | Air Asia, for me the best low cost airline. Friendly staff, both on ground and in air. Unusual food served in flight (see picture) was very nice and at affordable price. Flight attendants were extremely friendly not like experience I had with other airlines. Captain made proper announcements, again better than other low cost airlines. 4 Star's from me.

✅ Trip Verified | Flight time was 19:35 at L16 gate, but changed to gate L4, and changed to gate L9, finally delayed to on boarding time to be 22:55 without any explanation. This is terrible experience.

✅ Trip Verified | The staff of the ground office was terrible. They did not help us and only made it so difficult, it took so long in the line that we almost missed our airplane. I never experienced such a bad airplane service. You have to pay for everything and no service at all.

✅ Trip Verified | My flight was cancelled and I processed a refund. Never got the money back despite contacting the Customer Service. It's impossible to contact them in other ways.

✅ Trip Verified | After booking, AirAsia cancelled departure flight citing "operations reason". Have to change flight to 1 day earlier. Next day AirAsia cancelled return flight also citing "operations reason". This caused travel schedule plans to be greatly hampered & I have to change hotel bookings etc. This is my 3rd time AirAsia cancelled flights abruptly causing inconvenience. I will never fly this airline again!

✅ Trip Verified | First, we order a ticket that doesn’t go through, the site tells us that there was an error. Suddenly we receive an email saying it anyways went through. However, the ticket suddenly had the wrong date, which we only realized when standing in the airport. We knew that we had not put the wrong date, because we both checked through everything before submitting the order, and it was further proven later when air Asia again sent a wrong date after having spoken with them on the phone. When standing in the airport in need of another ticket, AirAsia did not help us get the date adjusted unless we paid a huge amount of money. We had to pay still to pay to change our tickets, even though it was never our mistake. Afterwards, we had to call the customer service 5 times, because every time they sent an adjusted offer there was a mistake. Once the wrong flight, another time the wrong time, and then again the wrong date. Only in the end we got it right after having called 5 times. When we then fly from Krabi to Kuala Lumpur where we have to transfer, we have to pick up our luggage and check in again. We were waiting for our luggage for 30 minutes before it arrived. We then ran to the check in counter arriving 10 minutes after the gate closed and the employee did not help us. He said it was too late and we need to buy new tickets. He said that we should know the airline policy of closing the check in counter when there is 1 hour until the flight leaves and that we should have booked flights with longer time apart. I am furious and I am never flying with AirAsia again.

Not Verified | Me and my husband we have one booking number and when we where checking in we got two different seats and when we asked the desk crew they said to us we have to pay money and that is not fair. We will not travel with this AirAsia anymore

Not Verified | It was my first time flying with Air Asia. We flew from Hong Kong to Manila with my family and friends. The flight itself was fine. Some of our hand carry luggage exceeded the weight limit. The lady who checked our luggage scolded us even I told her already that we will check in the excess weight. We opened our luggage so we can take out valuable items and when she saw us doing that she said, I will give you 10 mins to finish that otherwise you cannot board the aircraft.

✅ Trip Verified | I took the flight AK 138 from Kuala Lumpur to Hong Kong in 0715 in the early morning. The ground service was okay. It delayed 14 minutes before takeoff. Breakfast is served once the aircraft is stable. The cabin crew was kind and gentle. Nearly everything is extremely spicy so I went with the chicken rice and the wonton noodles. The food was tasty. The seats are comfortable enough. The ride was smooth with little turbulence, but the landing was a bit harsh.

Not Verified | Me and my family bought tickets from Melbourne to Kuala Lumpur together with 20kg baggage for all 3 of us. I paid the tickets and the 20kg for each of us and got the email confirmation. Just after i realise that 20kg won't be enough since we have 2 check in baggage for each of us, I purchased another 25kg for each of us. In total I purchased 45kg for each of us. To my surprise at the airport when i did my check in, i was told that all 3 of us were overweight, I had 43kg, my wife had 43.8kg and my son had 44kg. I showed the attendant at the check in counter my 2 receipts (20kg + 25kg). She said their system is showing that i have only 25kg for each of us. I explained to her that i did 2 transactions and i showed her my receipts. The explanation she gave me is that the second transaction was only for an additional 5kg even if i bought for 25kg and this is how their system works. She charged me an additional AUD 300. Since I didn't want to miss the flight, i didn't have other options to pay but under dispute.

✅ Trip Verified | Not for the first time have I had issues with poor staffing in the terminals, especially at Kuala Lumpur. On the way to Bangkok I was sent to the wrong gate by their concierge. Only to experience a last minute gate change which left me having to run a few kilometers or miss the flight. The worst was to come with the return to Perth flight. Having caught the Bangkok to Kuala Lumpur leg of the connecting flight I arrived at Kuala Lumpur airport with approximately 2 hrs and 15 minutes to spare. Within the Kuala Lumpur baggage claim my baggage was lost/held up and was the last to go down the carousel with one package missing. Going to lost and oversized baggage claim area the officer had to trace where my luggage was which took a very long time. That said I rushed to the AirAsia departure area and asked the customer support which line I must join for baggage drop as they have no visual clues except alphanumerical clues. I was advised to join a the W line, after 15 minutes of waiting an officer asked me where I am going to which I replied “Perth, Australia”. He informed that I should be in the Y line. I rushed around to the Y line, with yet another group of travellers processing massive packages, that done I get to drop my bags to be told the baggage checkin has just closed. I can not catch the connecting flight. When I asked who I may speak to in this regard I was told an officer would be present in about 3 hours. I waited for the officer and presented my case about the luggage being held up, being sent to the wrong drop off point and missing the flight. I was told it was my fault for catching those flights and that I would have to pay more for myself and my luggage for the next flight. I explained that this was an AirAsia to AirAsia connection sold by Trip.com

✅ Trip Verified | Poorest ever land staff service at Singapore Changi airport terminal 4. I was facing difficulty to cross the custom by using Air Asia the boarding pass and the officer asked me to get land staff counter to verify my information and reprint my boarding pass. I asked the staff to reprint for me and and staff showed her unfriendly face and told me my flight got retimed from 2210 to 2230 without reprint my boarding pass. She asked me to quickly return to cross the immigration. I asked her to reprint and she questions with high tone and said: Do you want me to cancel your flight? I was like so shocked with such rude response from her at that time. This sounds like threatening me. Without further delays, immediately I go back to immigration and still cannot cross through due to boarding pass scan error. I asked the officer to manual assist me to crossing. Finally just in time for boarding.

✅ Trip Verified | Can someone buy Air Asia a Timepiece? SGN to KUL late 22/7. KUL to Pen late 24/7. Pen to KUL late reschedule. KUL to SGN late. AK526 was late for my hospital appt, 55mins reschedule. I arrived back exhausted. I nearly missed my last train, had to run. The worst part of this, they don't care how this impacts on people’s lives. One particular customer facing person at Penang was rude. Luckily the Cabin Staff far more helpful.

✅ Trip Verified | Arrived at Gate and staff did not allow me to board simply because my passport's middle name has a dash while my Vietnam evisa does not. Told them it was very normal that you don't/can't use dash in online forms. Gate staff told me they've seen these cases many times and passengers always get denied entry, contrary to my personal experiences. So we missed the flight. It was only after boarding closed did they send me to Service Counter. Service Counter staff was superb. She simply asked Hanoi station if the evisa is valid and got a YES within 10 minutes but that good news was too late for me. Hotel rooms are non-refundable. I asked why couldn't the gate staff ask Hanoi station and the shocking answer was because "they did not have the right WhatsApp group chat". Next staff tried to get me a refund but it was rejected. The closest category was "incomplete documentation" - implying it's my fault. This is clearly the airline's fault. The Gate Staff misinterpreted visa rules and did not bother to ask proper authorities.

✅ Trip Verified | I recently flew from Cebu to gold coast and I had to throw away a large amount of my carry on bag because it was over weight. My concern is not that I had to discard this stuff it's that the staff wouldn't let me do this and demanded I paid the extra at the gate. I watched them do this with a lot of people. I also watched them weigh guys laptop bags including mine but not ladies handbags. And by the time I threw away what I could I was still 800 grams over weight and they were fighting me on this till the end. When I asked to check the scales calibration they were reluctant and then let me go.

✅ Trip Verified | We had visa problems with Vietnam entry visa. The Air Asia staff , particularly Naruemon were extremely helpful in resolving the visa issue. This included making phone calls to Vietnam and assisting us with a new visa application online. Thank you very much for very helpful and friendly staff at Don Mueang airport.

Not Verified | I purchased a Premium Economy seat and paid for a lie flat bed. Despite attempting to confirm my seats many times prior to departure, when checking in I was told that there are no lie flat beds on this flight. In fact the aircraft is only economy seating. I tried numerous times over a period of one week to contact their staff for a refund. Their chat bot is totally useless so I left messages, tried calling their overseas offices and always received just a voice message to leave a short message with email or phone number. Nothing! It's obvious that they cannot afford proper customer support service or are simply not interested and don't care. I have just checked online again for the same flights in September and they offer economy seats at $327 USD or premium economy at $853 USD. This airline has only one objective, take your money and if you have a problem don't contact us.

✅ Trip Verified | Low cost airline (or more like mid-cost in a post-COVID world) so expectations should be set accordingly but gets you from A to B. Mid-age aircraft, narrow seats and pitch, basic food available for purchase, and minimal service. Premium Flex is a waste of money as no check-in or boarding line-up or luggage priority as promised. Ticket changes or cancellation are painful.

✅ Trip Verified | I tried to book directly with AirAsia and there was no way to add hold baggage online on my route Siem Reap via KUL - Sandakan, Borneo. So I booked expecting to be able to add it at the end. Then they wanted to charge 58USD per bag for a 2 hour flight. Then I tried to look up my booking on my AirAisa login and it said I do not have any booking! Then It took a awhile to find the "other airlines" bookings. They claim its booked with "another airline" not Air Asia. I tried to cancel the booking and their is no way to cancel. There is no email address, no contact number, no chat box. There is an autorobot called Bo, which gives multiple excuses as to why it cannot help you. First it says it timed out, then it said the flight is not with Air Asia but "another airline" and they have to check the rules of the other airline then it doesnt get back to you. At the airport, they restricted the baggage to 15kgs instead of 20kgs online and proceeded to charge an extortionate fee for each extra kilo. Then when we checked in they booked all of us including two children aged 9 in different seats all over the plane.

✅ Trip Verified | To be honest, my overall experience with this airline is disappointing. It is a budget airline but due to hidden additional charges, it actually is not a budget one. The most terrible experience is their customer service. You are wasting your time chatting with a chatbot. My tickets were canceled due to Covid last 2020 and 2021. Until now, I did not receive any refund. They just keep on saying the status is in progress and will escalate it.

✅ Trip Verified | Worst airline in Asia, in terms of punctuality and service. I have encountered flight cancelled without refund (as nobody answers your queries its just a stupid bot), flight delayed without announcement, they irresponsibly made passengers wait and wait for hour at the boarding gate knowing connecting flight or arrival pick up would be affected. As a passenger, it's very poor management overall which made me concerned about the safety too. They also has a very lousy baggage weighing system that slows everyone down by making passengers repack their duty free into another bag but not necessarily cutting any weight. Price wise is good. But no value as they frequently cancel or delay flight without any refund. They should change their tag line from #everyone can fly To #fly at your own risk.

✅ Trip Verified | I have always found Air Asia over the years to be very clinical. Always on time and you get what you pay for really. It’s a low cost carrier with no frills. I have never had any concerns to fly with them. That will continue to remain the same.

Not Verified | Flight attendant, George was very considerate to promptly change available front seats for us upon seeing my elderly mother struggle to walk. Appreciate the thoughtfulness.

✅ Trip Verified | Air Asia website has taken such a step backwards it's infuriating. No customer service to top it off. Trying to book seats on the plane and keep getting payment / booking error trying 3 different credit cards and the same issue again and again

✅ Trip Verified | Totally disrespectful to its customers, rescheduling flights many times to many hours from its scheduled time and no solution. It used to be good and punctual, but now avoid this airline at all cost.

✅ Trip Verified | Worst airline ever, changed the flight time three times, so in the end we were not able to take the flight due to the airline constant timing changes. We had to buy tickets with another airline, and chose the refund that was presented by AirAsia as an option. After months of emailing we never received even a reply on the sent emails, and no refund was received.

✅ Trip Verified | They deserve the title of best LLC in SE Asia. They have been doing this a long time, and still they are the best value for money with the best routes.

Not Verified | Very terrible experience with the check in crew. They wanted me to find a dust bin and put in the extra weight items which were sweets removed from my suitcase. They did not offer any support and the manager threatened me that she will not issue boarding pass if I don't do it.

✅ Trip Verified | Booked 7 flights with AirAsia around 4 months before my holiday. Around 2 month before the flights were supposed to take place the nightmare started. They started to cancel flights for "technical reasons" sometimes offering alternatives that were not too bad (same route, just a couple of hours earlier or later), sometimes they offered nothing. In the end of the 7 flights only 2 happened within 1h of the originally booked time. The highlight was a flight that was cancelled and begrudgingly I agreed to their alternative which was 14h earlier. After having re-arranged the other flights this affected, a couple of weeks before the flight, the alternative was moved to within 2h of the original flight's time. Even days before the flights they kept moving them around making my heart sink every time I got a message from AirAsia with the word urgent in the title. Their customer service chatbot is making it impossible to talk to a human or hand in a claim, you just go in circles with it offering you useless options. The positives were that if it was other AirAsia flights that were affected by these cancellations it was pretty painless to move them around and most of the flights were punctual.

✅ Trip Verified | I was departing from the Kansai Osaka terminal 2. Terrible check in service. The person was in a terrible mood and it showed. I checked in online and the website told me my check in was incomplete and I needed to check in at the counter. My turn in line came and the person took my passport. He asked for my seat number. I didn’t have it since my online check in was incomplete. We had a little dispute where he mentioned I needed to provide him a seat number and I told him I don’t have it and needed to complete my check in at the counter. I went to the colleague beside him since I just needed my tickets. He told his colleague to stop, asked me to stop wasting other people’s time, and told me to come back over. He eventually printed my tickets. Not to mention my checked in luggage was slightly off symmetrical from the luggage belt. He told me to adjust it.

✅ Trip Verified | Rescheduled my flight at short notice. Sent an email saying the flight was rescheduled. Had a Flight Rescheduled Refund policy, refused to refund the flight because according to them 'the flight was not rescheduled on their end'.

✅ Trip Verified | This airline has so many hidden fees, they will charge you fees plus penalty for any luggage weight exceeding 7 kg per passenger. The flight was a disaster with kids noise, and way too much passengers bags in the above-head compartments and under-seats storage.

✅ Trip Verified | AirAsia is weighing cabin baggage along with laptop bags and ladies hand bags. Any additional baggage beyond 7 kg (combined weight of cabin bag+ laptop+ ladies hand bag) is charged INR 1900 per kg. I faced this at Delhi Airport today.

✅ Trip Verified | Worst airline I’ve ever flown with. I waited over 2 hours on gate K6 for departure however an announcement was made that the plane was delayed over 1 hour which I then waited patiently. 10 minutes before 5pm departure time I get an email stating plane departing from different gate which I headed to and missed the plane with my family and kids. I was then advised to go to level 3 and speak to AirAsia customer service to explain to them and they immediately requested that I pay 870RM as this is a special deal. All I can say is this airline is a total scam, stay away. I did rebook with AirAsia as now they were the only airline flying to Langkawi at 08:55pm however this time the plane was delayed 2.5 hours. Never again!

✅ Trip Verified | Missed international connection because 3.5 hours late. Was supposed to fly at 10.00 am, delayed till 12.00 but actually took off at 13.30 hrs from Langkawi. Arrived Singapore 15.00 instead of 11-30 that’s 3.5 hrs late, my connection was 15.10 to Dubai. I left a gap of 3 plus hours for delays but obviously not enough. So cost me a fortune for onwards flight to Dubai and UK. So unreliable only realised when talking to other passengers it’s a common theme. lengthy delays and no show aircraft. Big mistake, will certainly not fly again with this airline.

✅ Trip Verified | The one hour delay of the flight was only communicated when I arrived at the airport, so I got stuck there. No apology or explanation in regards to the delay given, neither by gate staff, nor by the pilot. It’s the 2nd time this happened to me within a month, so it seems this has become the norm now. Otherwise uneventful flight.

Not Verified | For as much as I wish this was a positive letter about our experience with Air Asia, this is far from positive. And if I was able to give this airline a ZERO, I would. Plus this letter is written in behalf of my whole family of 18 who traveled to enjoy our trip to Palawan. On the morning of Sunday, April 23rd 2023, my sister in law pre-checked all of us in online prior to our arrival to the airport which she received an email confirming this check in to show at the counter. At approximately 1130 my family of 18 (included in this number was 7 children) of us traveling arrived at the Palawan Puerto Princesa Airport which was 3 hours prior to our departure back to Cebu Philippines which was around 1430, like everybody is instructed to do before every departure. At the time, they started calling for all passengers to check in their luggage for our flight, we arrived at the counter and my sister in law showed her our pre check in confirmation email. It was an overwhelming experience to our family. The policies and procedure were never clear. As the parting answer of the Manager, that the Pre-checked in option is never a guarantee that you will have a seat. My family and I took a 3 night trip to Palawan from Cebu. I, personally have traveled on numerous different airlines and never have I noticed so much unprofessionalism. And such a disappointment to most of my family members which was their first time ever being on a plane. Even though we had so much of a bad experience with Air Asia there is one police officer that show so much compassion, especially to my wife and sister in law, who were forced to stay back till they found another flight. Never again will we fly Air Asia.

Not Verified | Avoid at all costs! They cancelled my flight and put me on one that didn't work so requested a refund end of March 2022 and it is now April 2023 and still not received! They dont answer you or when they do it’s the usual your refund is being processed! This company is nothing but glorified thieves! Avoid.

✅ Trip Verified | The airline is still processing a refund after 5 months. If you are lucky not to have your flight rescheduled and other issues, then you may be one of the few lucky ones. I am still waiting for my refund Air Asia!

✅ Trip Verified | Flight was scheduled to depart at 7.05pm and was retimed to 7.30pm. Then it was retimed to 8.10pm 3. It is currently 8.05pm and we have been told that it's now retimed to 9pm. Very well timed as this does not place them liable for any damages.

✅ Trip Verified | My original flight was moved to a time I couldn't get there. The flight change notification promised a refund or a flight change. I needed to change my flight to a different airport so the agent told me I would need to just book a new flight and they would issue a refund for the original flight. I went ahead and booked the new flight, but never received the refund. I have tried everything I could and this company refuses to speak with me about the issue. I've tried submitting new tickets and cases since I can't get an agent to speak with me and they decline to refund, saying the flight wasn't canceled so it's not eligible for a refund. I have sent screen shots of the e-mail where the refund was promised and they are just ignoring me completely.

✅ Trip Verified | Avoid Air Asia at all cost. They cancelled our tickets MNL-DPS-MNL, with less than a month's notice. No other flights to or from Denpasar were available - seems to me like they have stopped flying this route. Obviously, we then had to pay twice as much to repurchase tickets so close to the departure date, and so far, 3 weeks later, we have seen no sign of an Air Asia reimbursement. This company, it turns out, is in significant financial distress (PN17 status in Malaysia), so this must be a symptom of that. Don't risk losing your money with them - Air Asia seems to have gone from hero to zero, unfortunately.

✅ Trip Verified | I flew with AirAsia twice this month, 1st from Penang to Langkawi, and then from Langkawi to Kuala Lampur, and both were top quality flights. The 1st flight arrived at the destination even earlier than the stated time, and the 2nd one was punctual as well, their cabin crew are all professional, well dressed, respectful and beautiful too! unlike Malaysian Airlines staff which were disrespectful and not good looking, If you're looking for domestic flights within Malaysia, they're the best option to choose imo, don't let the negative reviews scare you away, I bought one 25kg luggage and when I weighed it at the airport, it was 2 kg above that but still they said it was fine and didn't charge anything extra for it.

✅ Trip Verified | Received a message 2 hours prior to departure that flight will be delayed by 40 min. Just at the moment boarding started, it was announced that the gate has changed. After another her 1h of wait in a cramped non ac waiting area, boarding finally started. Another 30 min wait, the plane finally took off with a 2h 10 min delay. The explanation was heavy air traffic over Kuala Lumpur, which wasn’t true, since other flight were not delayed. Flight itself uneventful

✅ Trip Verified | Good airline, faster checkin. Less Queues. Only issue was lack of info on terminals in JKT. On time service from Jakarta to Bali. Baggage collection was fast

✅ Trip Verified | This is such a convenient flight from Chiang Mai to Hua Hin, as it eliminates the +/- 3.5-hour transfer from Bangkok to Hua Hin or +/- 3-hour transfer to Cha Am. Pity, it's only 2/3 times a week, usually on Wednesdays and Sundays. The aircraft, staff and service are what you would expect from any AirAsia flight. Efficient and cost-effective. No frills to the extreme - but worth every penny.

✅ Trip Verified | All went quickly and even before time! We were almost late checking our bag, they packed the plane and we landed ahead of time. Cannot complain because it is rare that airlines run their operations ahead of time. No service but we knew about it so no complaints. Point A to point B, all went well. The pilot was very nice informing us when Kota Kinabalu will pop on the horizon, so we were ready and got some great photos of the beautiful mountain. Weather cooperated as well. Thank you and we will fly with you again.

✅ Trip Verified | First, when trying to manage our booking, it didn't accept our booking ref.no., but it accepted the e-ticket number. Our flight is from Phnom Penh to Colombo via Kuala Lumpur (self check-in in KL). It only gave me itinerary for the flight from Phnom Penh to Kuala Lumpur and only for one traveler, altough there are two of us. While trying to manage our booking, the booking confirmation was sent to a weird and suspicious e-mail and my contact number was removed and changed into a Chinese phone number. After I changed this strange e-mail to my e-mail address, I received the booking confirmation in Chinese only. All this made us very suspicious and we tried to contact AirAsia office with a number from their website. However, the phone operator informed me that this number doesn't exist. We are now not sure what to do.

✅ Trip Verified | Terrible airline. No flexibility and really poor customer service. Flight was delayed 2 hours due to operational circumstances. Missed our check in at our hotel which I made them aware of and didn’t bother putting us in a hotel.

✅ Trip Verified | Smooth experience from check-in until arrival at the destination. The flight are on time and proper boarding announcements and arrangements. The are no IFE but we can connect to wifi for entertainment - the wifi connection was pretty bad. Food was modest. Smooth take-off and landing. Kudos to the flight crew. Overall, very moderate experience with this airline.

✅ Trip Verified | Delayed for more than 2 hours. The boarding experience was a nightmare. Delay announcement via sms and flight announcement display. My in-flight experience are the same as my previous flight - very moderate.

✅ Trip Verified | The flight and check in was as expected, dull, nothing flash, adequate attention from check in staff and flight staff. But I paid a small amount for the flight, so you pay for what you get. However the customer communication was awful, non existent in real terms. I needed to communicate with airasia about an amount they overcharged me. Their website and Airasia super app will only allow you to navigate a set list of questions and set answers. If your issue is outside those parameters, they are not interested. Their website and super app contains no email address or phone number to contact them about any issue out side the answers in the website. You keep getting directed to a "bot" called Ava. I managed to find on the internet 2 email addresses belonging to airasia. The response from both of them was "not our dept, Ticket closed". When asked which dept I should email, no reply. This issue has been going on 6 months now, it is not resolved. It is very clear that airasia wants nothing to do with "actual customers", I cannot comprehend how a company can still exist providing this non existent customer interaction and non existent customer servicing.

Not Verified | If you want endless frustration dealing with an AI instead of real customer service, then this might be the place for you. It is almost as if this company intentionally tries to make it difficult so they don’t have to help you.