AirAsia

✅ 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.

✅ Trip Verified | Flight cancelled by airline shortly before flight but refund not received. Calling or chatting to human is impossible and AI bot gives irrelevant answers but doesn't solve your issue. Then after that says my details can not be verified or time limit is up so cut you off repeatedly even if you try different ways to refer.

✅ Trip Verified | Terrible airline. The outbound flight is delayed 3 hours. For the return flight they rescheduled it really early in the morning. We got to the airport then we had a msg that it has been put back to the original time. Missed out on my hotel breakfast to waste 4 additional hours sitting round at the filthy airport.

✅ Trip Verified | Warning: AirAsia booking policies are deceptive! You can search for the best ticket price for a route and think that AirAsia is the lowest, but one page before you pay, AirAsia adds a significant "processing fee" without warning such that you cannot compare AirAsia's ticket price to another airline! The only way to check for the accurate ticket price is to go all the way through the booking process and almost purchase the ticket. This is unfair and deceptive! Stay vigilant!

✅ Trip Verified | At every turn AirAsia try to scalp you for every dollar. Examples such as hoping you forget to check-in online so they can charge you additionally, purposefully allocating seat locations (if purchasing more than one ticket) in different positions on-board so that you're more likely to pay the 600THB (per person) to change seats and waiting to tell you last minute your meal option has been discontinued so you have to pay more to get a different meal. We expect more as consumers and preying on the technologically vulnerable is shameful behaviour.

✅ Trip Verified | I book premium flatbed to and from KUL-Taipei, I spent over RM8000 for my wife and my tickets. We leave KUL on Christmas eve. The flight have been delayed first from 10 am to 1:30 and the gate was changed from one site of the large airport to the other side of the airport, we are asked to checked in but was usher to another room for more waiting. The flight finally left around 2:30-3:00 Pm for Taipei. At least we still have the flatbed seat we book to relax on the flight. Later on the return trip, the flight was delayed, and during checked in I realised the seat number are not consistent with my booking, so i asked the ground crew about it and was told not to worry as i still have my seat I booked .. it is a lie. We were shocked when we walk into the cabin as the configuration of the plane is different from our booking. there are no flatbed on this plane, up until now, no one have the decency to let me know about this changes. Later during the flight I asked one of the stewardess how to request for a refund for my premium flatbed booking and was told i need to make an online feedback on their website. I make the feedback after on the 3rd day after returning to KL and I didn't receive any email or message reply. last i check i have a RM400+ credit in my account which i assume is from that flight but i am not sure as i never received any response. This is a lousy way to treat your customer. I make a vow to myself not to ever fly AirAsia again.

✅ Trip Verified | We had booked our return ticket from Bali to Delhi via Kuala Lumpur at 1.30 pm on Jan 8th 2023. We get a sms which states the flight is preponed to 7am reason not known. Our flight to India is scheduled at 7pm, no other flight before that. We are forced to stay in Kuala Lumpur airport till 7pm. Thank you AirAsia for totally screwing the entire day for no genuine reason.

✅ Trip Verified | I am on a trip with family of 4 on a leisure trip. We bought a ticket on 6pm flying from Tawau to Kuala Lumpur. But was informed about the flight change to 8:40pm after few days prior to departing. To make matter worse, the flight further delay to 9:25pm after we checked in on departure date. Bad experience of this airline, avoid at all costs if you can.

Not Verified | First Of all, their website and app are trash. then, there is their scammy add-on system where initially they suggest adding premium flex but without allowing change in baggage weight. Later if I want to add luggage I have to pay exorbitant fees. Next, their flights are never on time and are frequently rescheduled. The staff are unprofessional and uncouth. Even the flight's interior is not clean! They make false claims of allowing free rescheduling but add multiple fees which makes rescheduling ridiculously expensive. Please for the love of god, never get on these flights.

✅ Trip Verified | ZERO OUT OF 100. Worst airline I have ever flown. Nothing on time. Nothing organized. Was selectively pulled out to have bags weighed and charged more. Extra 900 pesos for a carry on that weighed 8kg. Flight was delayed at every stop. Didn't arrive to catch our transport in Puerto Princesa on time. Then again leaving the flight was delayed an hour. Still sitting here as a matter of fact. Philippines Airlines and Cebu Pacific both moving smooth on either side of us.

✅ Trip Verified | We had booked a flight (AK882) from Kuala Lumpur on 11.30am on 12/24/2022 to Bangkok. This flight was booked six months ago so that we can leave for Thailand after staying two days in KL. On 12/21/2022, we were notified by AirAsia via email that our flight (AK882) was cancelled due to aircraft downsize and we were re-scheduled to leave KL at 6.50am the next day (12/25/2022). Out of curiosity, we did an online search and we saw AirAsia still have other flights available from KL to Bangkok on 12/24/2022, but with higher ticket price, so we contact AirAsia support via chat and tell them that we have to be in Bangkok on 12/24 for our vacation activities and hoped they could re-schedule us to the same day flights. To our surprise, the support staff were not helpful at all by keeping on saying "no, we don't have any seat available for flights on 12/24". We ended up rebooking our flight with Malaysia Airlines to fly to Bangkok on 12/24. We are still awaiting the refunds for the canceled flight from AirAsia.

✅ Trip Verified | My worst flight experience ever. I travelled with my friends and I wasn't checked in, whereas my friends were. On being asked why, the guy at the counter said that the plane was downsized and there were no more seats! Just think of that! My ticket was already booked and confirmed way back in October. We wasted more than one hour trying to convince the guy to give me a ticket but to no avail. Finally after giving the an ultimatum, he finally checked me in, and can you believe it, there were 7 unoccupied seats on the plane. I'll never recommend Air Asia.

✅ Trip Verified | AirAsia cancelled / postponed my flight and allowed for one time change of schedule for free and this is all done through their chatbot called AVA. however, I made a mistake by choosing wrong departure date, this isn't fixable by their chatbot, but I found a way to actually get in touch with real human customer service through the chat service. Had to wait for an hour of 200 people queuing, when it finally my chance, I wrote my inquiries and they just disconnected without answer. It happened TWICE. Like what other reviewers said, be careful with customer service of this airline, as it is basically non existent. Not reachable by phone either. They will either let you speak with a chatbot or refer you to a human agent that just don't care and disconnect you at will.

Not Verified | Check in was easy, both flights were on time and luggage arrived without incident. That was the best of it. Every announcement was screamed at us in multiple languages. They woke the whole plane up with 2.5hrs to go (scheduled landing at 0330hrs) so they could serve breakfast to about three passengers. You can't bring water on board, and you pay for it on the plane. The passengers were generally pushy and rude. KLIA is a filthy dump and we will avoid flying Air Asia again to ensure we don't have to transit there in future.

✅ Trip Verified | I was notified that my flight was cancelled, so I requested a refund. Today at the airport I saw the flight I had booked flew today. Asking for answers from AirAsia they tried to blame me “just to clarify, you are asking for a refund for the missed flight?”

✅ Trip Verified | Be careful on the Air Asia site as you think you are booking through Air Asia and then suddenly you are booking the flights you selected through kiwi.com - but it still looks like Air Asia! My flights were rescheduled to the next day but I was not notified. I turned up at the airport to find out my flight wouldn’t be until the next day. Air Asia blamed kiwi.com and kiwi.com blamed Air Asia. I was not offered any compensation for the lost accommodation fees or expensive Uber to the airport, nothing. Neither Air Asia or kiwi.com would accept any responsibility. I hate to think what would’ve happened if I had a connecting flight. Do not book through Air Asia or kiwi.com, it’s not worth the trouble.

✅ Trip Verified | It's so nice to welcome back AirAsia after almost a 2 years absence since the start of the pandemic. After having had a few bad experience with Malaysia airlines quite recently. I chose Air Asia for the value of money. On Christmas day, flight was on time. Check in at the airport was orderly, premium flex customers perks and priority were observed. Boarding by the zone was very orderly also. Plane is clean and crew were lovely and welcoming. It really pays to get the exit row for the extra leg room and comfort. My pre-ordered meal of Bukhara chicken rice was delicious ad spicy, and it came with a small bottle of water. I was impressed at how efficient the crew worked, and they kept the 2 toilets clean at regular intervals as well. Landing was so smooth too. Luggage delivered in a timely manner and in good condition. For someone who is used to flying premium airlines in business class, I must say this was a very inoressive experience. I think in future for medium to short haul flights, I really don't mind to fly with them and save some money as well. Maybe party is also because, nowadays, many premium airlines cut costs so much that, more and more, they resemble budget airlines, except for the price tag.

✅ Trip Verified | Online system allowed to buy hot seats but after boarded the plane, my wife and my son were asked to give up our hot seats for normal ones because my teenage son is below the age requirement. Manage to navigate a way to submit a case to the airline via the app. Within a week, the case was closed just like that. Worst customer service.

✅ Trip Verified | I like Air Asia for been a good low cost airlines. But when you have an issue, the problem are starting and you will find nobody at the end for a solution or at least an answer. Air Asia changed the flight schedule by 5 hours and this was not compatible with my holidays. So I asked for a refund on Dec 2. On Dec 16, I went through the long and inefficient talk with robot AVA until I get in the queue for a human agent with n°90. After an hour, I got an answer: your refund will be done in 2 days. On Dec 20, after playing again with AVA for half an hour, I was granted to the queue with number 144. And after 2 questions, the chat was terminated by the agent or ? and I still not get and answer. But every time the claim case was solved. I guess this is a great satisfaction for Air Asia to close claims, without answering their customer. In fact AVA was better than the agent, but both are inefficient. So I gave up with AVA, and called the phone voicemail service for Air Asia Thailand. I explained my case and after 24 hours still waiting for a call back when it should have been done in 24 hours. But for urgent case I can contact AVA: joke. Form this experience, I notice that the customer service at Air Asia is non-existent, but also when you consider the price of the ticket (must check everything: seat, luggage, food), Air Asia is no more advantageous compare to a normal airlines like Malaysia Airlines or Thai. And for a small difference of the fare you can talk to a real agent instead of a stupid robot and incompetent agents. For the future I will be careful before booking at AirAsia, since this company reschedule and cancel flights many times since the start of COVID and the new normal.

✅ Trip Verified | Miserable to non existent customer service, every single flight is delayed and no prior notice or updates are given. For the latest flight we were ushered into the gate area with no restrooms, no seating and no update given about the delay, there wasn’t even a person at the counter until well after the departure time. Easily the worst of budget airlines, please take your money elsewhere.

✅ Trip Verified | 8 hr delay on flight take off. Land in Melbourne 3.5 hr wait for baggage. Need I say more. I have a nap sack I put under the seat and a carry on bag. AirAsia would not let me take my small bag on. So it got checked. And now the delays. And also last flight broken luggage. Avoid this airline.

Not Verified | The flight from Kuala Lumpur 18:20 was first delayed and then canceled and moved to 3:30. At least 8 hours later. The explanation was bad weather. There was rain and also i heart thunder. But in the 8 hours we waited and had to sleep at the airport other airplanes flew. So it felt like there must be another option then to let us wait so long at mid night at an AirPort. We also had to beg for some food and drinks, which we eventually got, but it was not offered from first hand. Also no hotel was offered.

Not Verified | Although having checked in online, for the baggage drop off you are being referred to kiosk / machine to print your own luggage tag, however most of these kiosks are out of order or suddenly run into an error while processing your request. After addressing this to the staff, you're just referred back to the kiosk and after insisting it won't work, finally being referred to a counter to drop off your luggage. At waiting your turn at the counter, the completely uninterested ground staff member simple wanted to refer me back to the kiosk again even after i've stated it didn't work. When i insisted she mentioned her counter was for checking inn cabin crew only, it was clearly she was lying as other passengers were checked by her before. In the end i got another staff member involved who told the lady behind the counter to actually assist me, after which my bag was checked in smoothly within 3 minutes. in the meantime many agitated passengers encountered the same frustrating experience! I truly don't understand why an airline would tolerate such rude and indifferent behavior. I've filled a complaint with AirAsia about this, but i only received an automated answer and the day after an email saying my case was closed (with no information given or anything). Flying with AirAsia? Never again for me.

✅ Trip Verified | We arrived 1.5 hours before our flight. Most of the kiosks were broken and we were sent to 4 different counters by the Air Asia staff. After we finally made it to the front of the line to drop off our bags they refused to take our bags telling us we were too late. The lady at counter V16 was extremely rude and began criticizing me for not hearing her over the speaker system about the last call for dropping off our bags. I explained to her that we did not hear her because we were being shuffled around by their staff from counter to counter. She replied by telling me that she didn’t believe that I didn’t hear her and continued to criticize me further. She took zero accountability for their incompetent staff. We ended up missing our flight and had to rebook another flight. Later I returned to her counter to get her name so I could file a report but the staff acted dumb and told me they didn’t know her name. I then asked to speak to a supervisor and was told it was his day off?! None of the staff members wear name tags. We will never travel AirAsia again!

✅ Trip Verified | I booked return flights Bandung - Singapore on 5th September 2022. I subsequently received an email from AirAsia on 15 October telling me that my flights were cancelled due to 'Operational reasons'. A promise is made for the refund to be made in 30 days. Now more than a month later, the refund is still in progress and no further advisories to enlighten me the status .... except from what I see in my account on their website. AirAsia has no customer service, no customer service phone number, not even an email address. All they have is an online chatbot named AVA, which is worse than useless. So you are on your own should any problems arise after you confirm your booking. Will definitely avoid flying AirAsia if I had a choice.

✅ Trip Verified | The worst airline I have ever dealt with. They would not allow me to book a pre-flight bag and then charged me $80 for a bag that was slightly overweight (10 kilos). I had no choice but to pay as I was on the way to the flight. They were totally disinterested in helping. Terrible experience all around.

✅ Trip Verified | When the return flight was changed to another time, I had the option to change the date/flight to a new one. And I tried to do this, in the process to change it seems it doesn’t work and I get no confirmation email of the change. But so I find out they make up a new email which I have to register with on airasia website or some bullshit! So the ticket was changed and when it was time to check in for this flight, I also didn’t see any email to my own email and I lost my flight. Customer service is only a robot, and no phone number to customers support picks up the phone.

✅ Trip Verified | The worst flight! Of course was delayed! There was an accident with one of the passengers, help was provided late and because AirAsia are not providing stickers with the passenger details to the bags etc.. it took another 30-40 mins to find the bag of the passenger that was removed from the flight. Everyone was shocked and panicked, when I requested water after an accident it wasn’t provided, you have to buy it! Just ridiculous! Flight was 3 hours + and with all the delays we were in the airplane for more than 4-5 hours! Customer service is as low as it could be. Not talking about how uncomfortable and tight the seats was.

Not Verified | According their check in process, they mentioned we able start online check 14 days before departure. However, in reality is 10 days before. They should make the correction. Flight return from Krabi to Kuala Lumpur, most of the inflight meal was sold out. Cabin crew mentioned only left “ Nasi Lemak option”. When they make this announcement flight already on sky of Selangor. I don’t know what the purpose they make announcement of food sold out when the flight prepare for landing. They should bring more food since they notice no restaurant operate in international terminal. A320 Neo seat is suck. Not comfortable.

✅ Trip Verified | Nice, uneventful short flight, clean aircraft, super nice crew. Left on time, arrived on time. Only "negative"? Parked a bit far away from arrival at DMK.

✅ Trip Verified | Never again with AirAsia. I wish I could have given it 0 stars. This is coming from a loyal customer during pre-pandemic days. This airline unfortunately never recovered from the pandemic. Both sectors (inbound and outbound flights) were delayed by more than 1.5 hours. Finally landed in the domestic terminal and was ushered by a bus to go to international, before walking all the way to immigration, and then had to wait for luggage. Absolutely horrible and ruined my day/week.

✅ Trip Verified | My wife has problems with her knees and has great difficulty with stairs so we notified the person at the counter, they asked can she do stairs, I said no she can not. They said ok and charged us for wheelchair. Then she had a wheelchair brought and said I was to push it. I declined and she sent for someone. We had a layover in Kuala Lumpur and when it was time to board no wheelchair, and a long ramp and then she had to climb stairs anyway. When we arrived in Danang again no wheelchair. And nowhere to contact customer service to get our money back. Never again.

✅ Trip Verified | My flight was suppose to be at 4.35 pm on 31/10/22. The flight got delayed to 5.50 pm. So I waited. After half an hour the flight got delayed another time to 6.40 pm. Isn't this ridiculous? We need to be there 2 hours before departure and the flight is delayed than 2 hours. I for one did not have enough currency to buy any food and I was like super hungry.. by the time I reached KL I was starving. This was a very bad experience for me. The cabin crew was so unfriendly, never even greet the customers when they enter, busy talking to themselves.

✅ Trip Verified | First of all I understand that AirAsia is a low fare airline but doesn’t mean that whatever that this airline management’s doing is right where I flew in this airline so many times and never flew on the time of they advertised initially when purchasing the ticket. We purchase the tickets suits our occasions but what happen always are rescheduling the flight, over delay and frequently change gates. Due to delay and rescheduling, I can’t attend my event. At least for not disappointing please provide some complimentary drinks for making your customers to wait for so long. Please be responsible on the schedule that advertising initially. After all this is low fare airline not free airline so please respect your customer’s time since we are purchasing tickets too. This is not fair at all where if we as a customer if late for few minutes, will the airline wait for us, no right, so again I’m telling that please respect your customer’s time.

✅ Trip Verified | AirAsia has no proper customer support and not able to reach customer care. They have bot AVA with limited options that can't resolve your issues. Due to cheap quality website, I got duplicate ticket for same flight on same date. I raised a ticket and try to follow up with airasia.com in many ways but no luck.

✅ Trip Verified | Booking for onward flights were correct, there was enough time to connect in Manila. Then the airline issued a ticket under i0ne booking number and mention connection guaranteed by carrier. Booking for return flight did not alert on any issue for connection. The connecting tine (1 hour and 20 minutes) was too short for immigration formalities and taxi to next place for connecting flight. I tried to reach customer service. After hours waiting for agent i got a brief message: the company had issued 2 booking codes (one for each segment of the itinerary) so it could not guarantee the connection. I had to buy another ticket for the connecting flight, 3 hours later, to be sure I would have time to go through immigration and to take a taxi to go to departure place for connecting flight. AirAsia should not show connecting flights with too short time to connect. It should show flights with at least 3 hours for connection, or it should inform client, when booking a Bangkok to Cebu flight that client will need at least 3 hours for immigration plus transport to second place for connecting flight. It is unfair to let client book and pay flight with insufficient connecting time and then tell client "Sorry there is nothing we can do, yes you are likely to miss the connecting flight, you should buy a new ticket for a later flight".

Not Verified | Absolutely the worst customer service. Can't ever talk to a real person. Tried to cancel due to a medical issue with relative. Did not want a refund but merely a credit towards a future flight when illness over but refused through their automated chat. Again no live person capabilities. The worst airline service experience ever. I would never do business with them again. I'll pay more elsewhere. Beware!

Not Verified | The system auto assigned my 8 yr old daughter to a seat 12 rows from me, which is against the airline's safety policy. When I contacted Customer service to raise my concern, they agreed to move her to a seat close by. But then at airport check in, I couldn't print boarding pass. Was told to go to payment counter and pay for changing my daughter's seat! After escalation, the manager even accused me of putting my daughter in a far away seat but now wants to move her closer, hence I should pay. I find her accusation so ridiculous. She finally agreed to waive seat charge, as though she did me a favor. I wonder why AirAsia system would assign young kids to sit by themselves. My advise. Go with another airline!

Not Verified | I booked on the airasia.com powered by kiwi.com website and found out today my flight has been moved 6.5hrs earlier to a time I simply cannot make (and makes the journey from Siem Reap to Singapore 13 hours long!). I am now being told I get no refund if I don't fly on it because it would be a 'voluntary' cancellation, and it will cost over $320 dollars more to rebook to a later flight on the same day. I thought maybe after covid the terrible travel services would cease, but I guess Air Asia does not care. Shocking treatment.

Not Verified | Had a flight from Bangkok to Osaka cancelled during COVID. They gave a partial refund but the rest remained as a voucher. However, using the voucher is next to impossible. In March I wanted to go to Krabi but the voucher didn't work. I contacted the airline and explained the problem but they were so slow in responding that I ran out of time and had to book flights at a higher price and without the discount vouchers. When they finally got back to me they asked for my information and then I never heard from them again and they closed the enquiry without informing me. I'm trying to use the vouchers for another trip. I'm about a week away from when I need to fly and I still haven't been able to book flights because their customer service is so awful. I contacted them months ago via email (after they hung up on me on the phone twice!) and they asked me for my information again. They have so far confirmed that I have vouchers but haven't given me any way to use them either during booking or after booking. Once again I've waited so long that the flights I wanted have disappeared and I'll now be paying a higher price for flights I didn't want. The only way to contact them now is though their terrible online chat which never understands my question. I've managed to get in an online queue but I'm number 99 and have moved one place in about 30 minutes.

✅ Trip Verified | I booked this flight on August and AirAsia cancelled it so I had to reschedule. Then when finally came the travel time and I arrived at 7am at the Jakarta station, they told me that the flight to Medan has been rescheduled again this morning for 6pm so around 9 hours later. This was already bad because I booked a trip in Medan so I couldn't make it on time. And I didn't even receive any email or notification about rescheduling. Then around 3pm I got another email saying that the flight has been rescheduled for 1am of the next day. 5 min later I got another message saying the flight has been rescheduled for 1:50am. So 4 times rescheduled, together 16 hours of delay. They gave us ridiculously low amount of money as an excuse. When I started to think about a refund and I tried to book another flight at the same day with another company, AirAsia said that I won't get any refund because I rejected it. Which I did not, they told me about the refund and I said that I have to think about it.

✅ Trip Verified | My Bangkok to Phnom Penh flight in October 2022 was rescheduled and I received an email notification of the change of flight time. There was a 7.5-hour change of time, so I decided to cancel my ticket and receive a refund. I couldn't see any option to contact a member of staff, other than a bot on the AirAsia website. Since submitting my claim, I haven't received any correspondence from AirAsia. Luckily, it was a really cheap flight and I can take the loss. I certainly wouldn't book with AsiaAir again because I just wouldn't want to be placed in a similar situation.

✅ Trip Verified | Flight was cancelled more than 2 weeks prior to departure for "Operational reasons". Attempted to secure a refund but it took over 2 weeks just to get a response. AirAsia, decided that, rather than a 5 hour transit, an alternative flight a day later with around 15 hours of travel was a sufficient substitute. Over 3 weeks later and I am still waiting to understand if I will receive a refund. Will never book with AirAsia again.

✅ Trip Verified | Worst flight experience ever. Had double booked due to system error. Filed in a refund request for one ticket to AirAsia but seems they don't want to give my money back. The process took so long and no customer service available anywhere to give your complaint directly. D-1 before my scheduled flight, my morning flight got rescheduled to the afternoon without other option available to refund or even reschedule my flight. The system in the check-in terminal is slow. I think the company is facing bankruptcy.

✅ Trip Verified | Had a flight 2.9.22 18:55 to Kuala Lumpur - I'm there an hour early - sitting at my Gate 6a it says very clearly 18:55 DPS-KUL AirAsia at the Gate. I go to board they tell me my flight its the other flight at 18:55 AirAsia to Kuala Lumpur at Gate 2 but it’s already left. I go to the other gate explain, they say it’s my fault because I didn’t go to the live checkin. And had I done the online checkin properly I would have seen. This is the text on the online ticket: "you may proceed directly to the gate using this e-boarding pass". The employee said there were tickets available the same day, but until I admitted it was my fault he would not give me one for today but instead for tomorrow. I have never ever experienced anything close to this. In the end luckily I managed to get a ticket for the same day but had to pay the difference.

✅ Trip Verified | I went to my gate entrance for my domestic flight at 2.15 when my flight is at 2.50. At the time, when the officer scanned my boarding pass the machine said "not checked in" even thought I clearly had the boarding pass. The officer said to try again in 5 minutes and the same result kept coming up until 15 minutes had passed and now the result became "too late to board". The officer told me to go to the service counter and they kept sending me to different service counters until I reached the rudest lady who initially told me that I can't board within 20 minutes of take off, even though I was at the gate 35 minutes before take off. I kept begging her to help me but all she said was "please step aside, sir. I'm busy". That was 5 minutes prior to the supposed take off and of course I missed the flight. After all of this I had to go retrieve the bags I checked in and that took over 20 minutes, at which time I found out the flight had been delayed by 40 minutes. I have to wait for the delayed flight to depart before I can take back my checked in bags. What kind of customer service is this? Also I was informed that they may help me with rescheduling the flight if I pay the difference even though 1 AirAsia employee told me it was the system's fault.

Not Verified | Both flights from Jakarta to Penang back to Jakarta had three delays, and they canceled two of our flights, then delayed the final return flight to a 1:40 am departure. It caused us three extra hotel night expenses for a 2.5 hour flight. Horrible communication. We were not even informed of the delay.

✅ Trip Verified | I submitted an app check in and it was successfully submitted. I had no check in baggage so I only went to the airport 50min before the flight to print my boarding pass and board the plane. But when i went to the airport it was not reflected on the system and they said I was not checked in and as such cannot check in anymore as counter is closed. The only solution was to buy a new air ticket. And I was not given a choice of seats and was asked to purchase what i later found out to be the most expensive seat on the plane, a hot seat, which I did not ask for. A simple trip air ticket cost doubled and totally ruined my trip.

✅ Trip Verified | Good value for money, uneventful short hop from JKT to KUL, early morning. Good value for money regarding pre-ordered meal, easy check-in and clean airplane. Nice crew.

✅ Trip Verified | I was weary of this airline because of my previous experience flying in from Manila last July 2022. However ground crew Cheska changed it all. She managed to make our check in from Dumaguete to Manila quick and efficient. Her loyalty and hard work deserves recognition.

✅ Trip Verified | Return flights for August 2022, both changed to one that didn't work for me at all. Reason given was that getting me safely to my destination was their highest priority. Rejected the new flights and requested refund via their AVA bot. 3 days later, sent me email confirming the replacement flight booking that i had rejected. No way to contact other than ava bot. Messed up my travel plans and now adding to my problems.

Not Verified | Tried to book a flight through their website. They process my credit card then the next day sent an email stating unsuccessful in the process. But credit card transaction went through. Now to get funds back, it will take 14 to 30 days. The worst customer service I have ever deal with. No support, no phone number or live person to talk with.

✅ Trip Verified | Flight was cancelled and retimed multiple times to exceedingly inconvenient timing. It is never okay to retime flights to another time because if it was, then I would have bought the ticket at that time and not the one that I choose. Airasia has no customer service whatsoever. A useless robot is not customer service. Airasia also practices Excessively draconian rules on baggage weight as if an extra 1kg of carry on baggage. Charges customers exorbitantly for baggage, food or any service under the guise of ‘low cost’.

✅ Trip Verified | AA has gone from bad to worse, if that is possible! Tried to change flights due to a visa issue but the only form of interaction is with AVA - an auto-bot with limited information. I have been trying to reschedule for over 2 hours now without any success. This is tantamount to fraud and scam - AirAsia is essentially robbing us of our money. I will never book through AirAsia again. If the airline is unable to provide an adequate customer service, the whole outfit should just close shop or sell to a party better able to run the airline. What a waste of money!

✅ Trip Verified | I ordered my round-way tickets months in advance, only for them to say my return flight will be canceled one week before the actual flight. I needed to talk to someone to get more detail about the process, but no human is available as their system is now only a bot. The system offered to move my return flight to another day but none of the proposed timing fit my schedule, so I asked for a refund. I was given a pending case confirmation, without any detail whatsoever on the refund processing. Since I couldn’t get any clarity, I decided to go down to the airport counter and asked some questions to the ground staff at the AirAsia counter. She checked and confirmed the refund request was actually for both depart and return tickets, something that is not made clear in the bot chat. The ground staff could not void my refund request as this has to be done by AirAsia and not the airport staff. I had thought that the refund was only going to be for my return ticket but I had lost both tickets. Because of this, they couldn’t guarantee that I will still have my name in the booking system on my departure date. The ground staff said there’s nothing that can be done on their side as they have no way to reach AirAsia. Basically, I need to book another ticket which is way more expensive now that I have so little time left before my flight. So before you book your tickets think twice. It could just be a stroke of bad luck on my side, but I’m reading so many reviews that are similar to mine and they help solidify why I will never book from this airline ever again.

✅ Trip Verified | Worst experience ever with an airline when It comes to hassles and changes. Flights from KL to Langkawi delayed. I received an email whilst at the airport getting ready to check in saying delayed. My original return flight from Langkawi to KL was cancel and we were bumped back over 2 hrs to a later flight. Then that flight was delayed after we checked in. Then to add insult to injury, the Air Asia flight going to KL that was scheduled for a later departure ended up flying out before my earlier flight. Then if you try to lodge a complaint about the service it is all virtual response now. Seriously such lousy service and terrible airline. I truly regret booking with Air Asia. Next time I will look for any other airline before I ever book with Air Asia again.

✅ Trip Verified | I bought a ticket through AirAsia website for a flight on the 21st of August (Sunday), from Chiang Mai to Kuala Lumpur. I received an email last Saturday, notifying me that the flight had been canceled due to "operational reasons". I tried to understand what these reasons were but I could only contact an automated bot. I eventually got to talk with a so-called live agent (had to wait in queue for 3 hours) that pretended he was typing (the 3 dots pre-message symbol showed up for like 5 minutes) and eventually the conversation "expired". I came to understand that the flight they sold me (AK 857) doesn't operate on Sundays. I have another ticket bought from them, for the 25th August (Thursday), from KL to Krabi (AK 868) and I already checked Flightaware and found out that the flight only operates on Monday, Wednesday and Friday. I asked for a refund for the flight that got cancelled by AirAsia, but so far I haven't got my money back and from the looks of it, I'm understanding that the same situation will arise with the KL to Krabi flight. Don't trust AirAsia flights and always check on several sites if the flights actually exist and operate on the days they are selling them.

✅ Trip Verified | Worst experience ever. Will never fly again. All they want is to find a way to charge you extra. Seats are cramped, unprofessional behaviour of the staff, late check in and late arrival, and overall a horrible travel experience. I have flown enough low cost airlines in the world, I would rate Air Asia as the worst ever.

✅ Trip Verified | During the flight the food service was suspended right in front of me due to turbulence. Then they resumed it from the back of the cabin, but never came to me. When I called a flight attendant and asked for a meal, she told me that they have run out of it and added "I'm very sorry". Didn't offer even a glass of water. Throughout the whole 2 hr flight I was hungry and mad. I'll never fly AirAsia again.

✅ Trip Verified | Tried to buy additional 10 kg baggage from AirAsia website https://www.airasia.com/member/mybookings#tab-flights on 18 June using my credit card. After 3 fail attempts due to my cc wasn’t able to be verified, I gave up. Checked my email the next day before my flight, didn’t receive any email confirmation that my additional 10 kg baggage purchase has been approved. I decided to only bring one check in luggage weight only 19 kg When I checked in in jakarta airport, i was forced to pay Rp. 223,009 for additional 10 kg baggage which transaction wasn’t successful or been confirmed. Tried to ask for my refund from AirAsia customer service at Denpasar airport was told to go through AVA which were very helpful airasia customer service hosted by AI, after waiting waiting for more than an hour, my queue was terminated, Without email confirmation whether the transaction was successful, they just forced me to pay something you didn’t purchase?

Not Verified | Bangalore to Mumbai. Worst ever experience. No professionalism. Postponing flights and after that also nothing on time. I would never again go by this flight. Why do they write even for departure when they are never going to follow it. So much inconvenience.

Not Verified | I will never take AirAsia again if there is a choice. Worst ever airlines I have ever experienced. They rescheduled my flight and changed me and my kids' seating from first row (hot seat) to a normal seat in the back row. And there is no refund for this change. I tried to chat in Airasia App multiple times but the only response I got was 'we are experiencing technical issue, please try again later.' It is really frustrating when the planned schedule was simply changed by AirAsia and the seat row (I bought first seat for the comfort of me and my kids as I was travelling without husband) was changed to normal seat. And is there is no refund for this row change.

✅ Trip Verified | Really bad airline start to finish. Check in under staffed, no social distance control and rude ground staff. We booked a flight together but when we got our tickets they put us in Seat A and C with gap of middle seat. They told me the flight was full and we had no choice. I pointed out that no one likes to sit in the middle seat, so why not give them the window or aisle, so we as a couple are together. They were rude and says that's our allocated tickets. We will never travel AirAsia again.

✅ Trip Verified | Purchased baggage in advance with tickets. Tried to luggage drop exactly an hour before flight time at 11.25am which was stated as 12.25pm. System error stating late. Went to the counter, and was told to queue. Spoke to a couple of other passengers and noticed they are the same flight as me, and machine also stated late and hence unable to luggage drop despite them being there way earlier than 1hr before departure. When queue reaches our turn, its 11.45pm. Counter customer service stated too late, cannot luggage drop. We were told to wait for this flight to depart first, then try to request customer service for change to another flight and pay the difference. That sounds ridiculous because the other passengers are "late" because AirAsia's own ticketing system has a problem and everyone was asked to queue until they missed the closing time for dropping luggage. I gave my luggage to my wife who drove me here and ran all the way to the departure gate. I arrived at the departure gate at 12.10pm. On the way, custom informed me that system shows I cannot board but I can try. Tried I did. To my surprise, the plane is not there yet at the departure gate when I arrived. This means Airaasia could have helped, but they simply refuse. When I tried to reason to the counter at the departure gate, all I get told was I was late. There is no sense of logic in the heads of these customer service agents. In any case, it is now 1.25pm whilst typing this review. 60 minutes delayed with no notice on estimated delay duration. There are the elderly, and kids here and they just don't seem to be bothered. When queried what is the policy for flight delay and possible cancellation, he says 2 hours first, then denies saying it back and forth. Very unprofessional and unreliable customer service. The flight status board now shows another flight, and my flight just simply gets removed without notice, causing alot of passengers crowding at the desk asking what is going on. For reference, we take AirAsia because it is cheaper sometimes. So we understand and do not complaint if it delays a little here and there. However, the customer service is poor beyond reasoning even after taking into account the slightly cheaper rates.

✅ Trip Verified | They change our flight from 6.30pm to 8.45pm without proper informing. We waited at airport for 4hours and went on board by 8pm plus until 930pm we been ask to go down and until now 11pm,we are still at Kuala Lumpur. We suppose be arrived by 9pm and change to 11pm and now 11pm, I'm still here. No apology to the passenger. Not only that, the seat arm rest are broken and stick with cloth tape.

Not Verified | This has got to be the worst airline in the history of aviation industry. Absolutely apathetic ground crew, and there is zero understanding of customer service concept. You get what you pay for - cheap airlines, cheap service, and I would never have taken this airline except that it was the only direct flight to Bali. Other airlines are twice as expensive, and glad to spend that money to interact with humans. Air Asia service is like a glorified AI BOT.

✅ Trip Verified | Disappointing flight. I haven’t flown AirAsia for some time and seems like it’s punctuality and service have gone downhill. The flight was delayed by 2 hours. I wasn’t informed when I checked in at the airport despite at that point the preceding flights were delayed so they should have been aware. Still no apology for being late when they stated they were "boarding" which they stated before the preceding flight had started to disembark. An hour after "boarding" they finally opened up the doors for us to get on. Still no apology, little checking of peoples tickets. Once we get on the plane it’s pretty clear they haven’t even done a cursory clean which is pretty shocking given the lessons of covid. KL T2 is not a great airport to be stuck in past the security barriers for over 2 hours. So if your flying Air Asia I recommend double checking your flight status before doing that. Or just don’t fly AirAsia and maybe you won’t have the same risk of long delays and poor service.

✅ Trip Verified | I used to travel frequently with AirAsia but recently the service is getting worse. More than half of my flight got cancelled / rescheduled to the inconvenient time. I need to rearrange my schedule and travel plan because of that. There is no proper way to complain as you will always be directed to AVA which can't settle your issue most of the time. Questions never be answered and customer service is basically not exist. Undeniable it offers the most affordable flight ticket but with the inconvenience caused by frequent reschedule/ cancellation and the worst customer service, it is not worthy of it.

Not Verified | Be very careful with AirAsia, we booked an flight and after once changing our timings from Air Asia they just canceled our flight. We have to book another airline to get to our vacation, of course much more expensive. There was flights from AirAsia available but they didn't offer us. So now they are not paying the money back, they hold it on the air Asia credit account. I try to get my money back but AirAsia refuse to pay back.

✅ Trip Verified | We have had a terrible experience with Air Asia. Three weeks before our flights, we received notification that they had cancelled both of our flights for operational reasons. We were automatically rebooked on flights - one of which was an entire day later than our initial itinerary. We couldn't miss the day of work, so attempted to get a refund or credit for that fllight. Absolutely no ability to contact a human, and everything was done through the chat bot - except that the bot was obviously incapable of understanding the situation. We explicitly said we needed a refund for one flight. In the meantime, we booked quickly with another airline (at substantial out of pocket cost). Instead? No refund, but they credited both flights which meant that we now no longer had any route to our destination! We also can't rebook the original AirAsia flight because the price has quadrupled. Absolutely no customer service or assistance. We are left with three lots of flights we can't use, a substantial amount of out of pocket cost, and no apology.

✅ Trip Verified | The worst ground service by the staff in Trichy airport. I had only hand luggage with my laptop and chargers in my laptop bag which total was 9.1 kg, I was asked to pay for 2.1 kg of a total sum of Rs.6772/- i was made to wait and i was the last passenger to get my boarding pass for my flight. Since when was the laptop started to get in to total weight of the luggage. (if so why didn't they ask to weigh my 2 phones which i was carrying in my pocket, which would add another 1/2 kg for them to charge me ).

✅ Trip Verified | Worst customer service. I have waited for hours (5) to get through a live person and each time (3 times) the person closed the chat before I could ask a question. Delayed service, faulty planes, cancelled flights, no refund. They completely and utterly destroyed my holiday. Shameful airline.

✅ Trip Verified | Booked an expensive flight during Eid weekend. Checked in more than 4 hours before flight only to find out the flight is full. App told me to come to the airport early only to put me on a flight 5 hours earlier than my actual flight. No compensation, nothing. Front desk did not even tell me I would not get on the same flight. Why overbook a flight during a major holiday? Why do customers just get pushed to any flight they want without prior notice nor without compensation? I’ve travelled with other budget airlines and this is just the worst. Also, customer service is bad. I can’t even file a complaint. Front desk says all complaints need to go through their online chat Ava. Well, Ava is not human and doesn’t understand simple keywords like “refund” and “compensation”. The worst.

Not Verified | Two years ago I had to cancel my flight to Bali from Perth due to the pandemic. I was "approved" a full refund from AirAsia ($700+) and told to be patient as they understandably were busy with refunds. I have regularly tried to follow this up since then, each time being told to be patient. I have not been able to contact them since October last year and my last communication said that they could not find the booking number! Terrible customer service and I have the feeling that the refund will not happen. Do not use this airline.

✅ Trip Verified | Booking a flight from Singapore to Kuala Lumpur on 11th March and received a booking failure notice. Proceed with my booking on other airline and got my ticket. Suddenly on 24th March, received another email stated my previous booking was confirmed. Requested a refund but was being rejected. Were forced to chat with the all-star agent after waited for hours but wasn't helpful at all. No other avenue to get back my money.

Not Verified | I've bought a return ticket from them 12th April depart, 14th April return. They cancelled the departing flight 5 days prior, the next day I got an email says that they have rescheduled my departing flight to 14th April without my consent. That makes my itinerary like departing in the morning, stay at the destination for 30minutes then returning on the same day!? I lodged a case for refund with AirAsia thru their online chat bot, as I couldn't contact any of their customer service staff. My case status was closed by AirAsia, and I haven't get my refund back. I went to the airport to check with their counter staff, they said AirAsia have refunded me. I checked with my bank, and there are not a single dime from AirAsia. There are no way to contact their person in charge for refund. The boarding counter staffs tell you to lodge your case online with the chatbot. You can spend 2 hours and get nowhere there.

✅ Trip Verified | An abysmal customer service experience. Trying to reach a person for help is nearly impossible, they force you to communicate solely via chat with an automated bot that is of very little help. If you are persistent, you can get through to what they lead you to believe is a human but I have my doubts. They have no interest in attempting to retain a customer in any way shape or form, the default answer is no. I was unable to make a booked flight due to rapidly changing travel plans during Covid times. I hoped I could get some kind of credit for booking another flight but they were unwilling to consider the option, which is certainly their right for the fare booked. One would figure they may have some kind of repeat customer loyalty flexibility or the ability to provide any shred of empathy, but that is clearly not the case. Lesson learned, avoid this airline at all costs.

✅ Trip Verified | Indonesia AirAsia is the worst airline ever. We had to board the airplane early, just to have wait in the bus, with the air conditioners off and doors wide open in 32 degree weather for a whole 40 minutes. Without any explanation whatsoever on what’s happening.

✅ Trip Verified | I haven’t even flown with this company yet and there is already a problem. I booked a flight via AirAsia web site and the payment was rejected. I booked the same flight via another agent. 2 hours later, I found out that the initial payment had already been taken out of my account. Nil customer service.

✅ Trip Verified | Sibu to Kuala Lumpur. Worst ever airline services on earth. From top to ground level. Arrogant ground staff and arrogance flight attendance. Terrible, terrible, terrible.

✅ Trip Verified | Absolutely horrendous. Don’t bother flying with AirAsia. I bought my ticket on Trip.com. I was denied boarding at the check-in counter by AirAsia, who claimed that I had cancelled my ticket on Trip.com and was already given a full refund. None of that is true. This is a non-refundable and exchangeable ticket to begin with. My ticket was still valid. I was not allowed to check in and was given zero information on what’s going on. Trip.com has confirmed with me there are no refund applications made and I should be allowed to fly. I was informed by Trip.com the next day that AirAsia had rescheduled my flight for the weekend. However, I do not have any ticket issued by AirAsia and no confirmation from them. I have emailed them but received no response. I have queued for over an hour on their online customer service chat support but was kicked out of the queue because "the line is too busy". Trip.com do not have any tickets confirmation either and this entire thing is a question mark. I’m just stuck in Malaysia Kuching right now with no answers, horrible service and attitude from AirAsia and a big hole in my wallet for all the money spent. AirAsia had already delayed my flight by 2 days before this situation happened. I had already rebooked and paid for another hotel, and took another pre-departure Covid test again. Now I’m faced with this question mark and likely have to spend more money and time. This will be my last time flying with AirAsia. Do not even bother to consider them. It’s not worth the supposedly low-ticket prices. You need to do something AirAsia.

✅ Trip Verified | Booked flight in April 2020 was canceled obviously because of corona no problem. However for months trying to get either a refund or credit and it is impossible to contact a human. Their super app says that the booking number is incorrect it is what they gave me ? All you do is talk to a bot tried email no reply only phone number person said they don’t do it and wouldn’t give another number or any help. Left comments on their FB no reply and currently AirAsia doesn’t fly to Ho Chi Minh so can’t even go to airport to talk to a ticket agent. The office they had closed two years ago so right now I literally can’t talk to a human to get a refund. Will just have to kiss the money goodbye, I will never use this company again, why would anyone considering if you have any problems of any kind you can’t talk to a customer service rep. Obviously this company has major financial problems.

✅ Trip Verified | Received an email notifying my inbound flight cancelled, offered following day flight which was not possible due to hotel bookings and appointments made, so I need to book another flight from another airline. Tried to get refund from AirAsia, discovered no other options except to use it's AVA robotic chat, which was not really user-friendly, and persistently keeps pushing credit rather then cash refund, I persisted, finally left on queue for agent chat, waited approx 45mins, suddenly AVA says not available, call back later! Called back later, waited another 1hr15mins, agent came on, says AA don't give cash refund even if AA cancels flights and copy pasted bits of their t&C's all over chat with link. I followed link to AA's full t&C's, which gave three options when flights are cancelled, and option C clearly stated; full refund to the bank account. So I pointed this out to agent, and copy pasted that paragraph in chat for her perusal. Agent replied; doesn't apply to domestic flights. I asked her to please show me where that is stated as I can't see it mentioned. Agent rudely left chat. I've always used AirAsia prior to this incident but now, I must say I find AirAsia unprofessional unethical business acumen is deplorable, and the unnecessarily rude attitude and rather childish mannerism of its agent totally unwarranted and uncalled for.

Not Verified | The airline keeps cancelling flight especially when the flight date is near. This is without regard to the trouble the passenger will have in rescheduling work leave, rebooking local flight in country of destination, and the expenses of finding another flight from other airlines because their (AirAsia) new flight date will come after 1 month. This happens when COVID cases are already going down and the restrictions already eased, especially in the destination country. The only explanation they can give is "this normally happens".

✅ Trip Verified | After repeatedly trying to do an online web check we couldn't. We reached the airport, asked the staff to help us out since we were running out of time.. The lady at the counter said you have to do it on our own. It was just not happening. Finally she tells us the portal is closed so need to pay for the tickets. Next we asked for tags to lock our bags. That was unavailable and she tells us.

✅ Trip Verified | I travelled in Thailand with AirAsia, and this time was my worst experience ever. First, they cancelled my flight 3 times. Every time it was a few days before the flight, it cost me more than $300. They've always refused to refund me. You have to know that when you want to get a refund, no "real customer service". You can chat with a bot (which is totally dysfunctional) that always repeats the same garbage. Many people have been waiting for more than one year, never saw they money back. Second, some of their practices are very dubious. When I booked my flight, it was written "check bag included". But when I printed the ticket, I discovered it wasn't and the employee fined me for my luggage (more than 200 USD) because according to the company, it wasn't "included". Actually, when I ordered on their platform, the luggage were included, but the ticket they sent me didn't correspond to reality. I met other travelers when I was queuing up who had the same problem and were fined as well. (No refund/no exchange is possible). To conclude, you should stay away from this low-cost company which has no respect for their customers. They won't hesitate to cancel your flight, charge you extra fees and never refund you. It might be better to take a more expensive company, but more respectful toward consumers.

Not Verified | Absolutely appalling customer service. My flight was cancelled and I was told I would get a refund. Literally years later my case was closed with no explanation. Finally got hold a human through live chat to be told my refund has been rejected. Again no explanation.

✅ Trip Verified | Airline cancelled my flight and refused to give refund. Instead it offered some "points" that (maybe) I can use for my next flight. I do not expect to fly with these cheaters any more, so points are pointless. Same as if a customer pay me for a bed in my furniture shop, but I will tell him "sorry, I am out of stock, but I will keep your money and may be one day you can come and buy something else". Terrible.

✅ Trip Verified | Cancelled my flight for three times, refuse to refund. I had to pay $148 for overweight fine, but it's not like I had too much of an overweight. AirAsia fine me this much for not even two kilos of luggage, but show no apology when cancelling my flight for 3 times? That's really absurd.

✅ Trip Verified | This is a very bad airline, they canceled my flight and did not refund me. I've wasted so much time and energy contacting them trying to get my money back, but it seems that scam customers is part of their business. Stay away from AirAsia!

Not Verified | AirAsia you owe me money. In January 2019 I purchased six tickets from Manila to Cebu and back. When I arrived in Manila, March 2019 you canceled our flights. I have been 2 years trying to get my money back. I have gone through everything that you wanted me to. I have given you all of the information and I have contacted you hundreds of times. I have had conversations with your useless staff. I have given you bank account information to deposit the money that you took within minutes when I purchased the ticket and yet you cannot give me a refund. I have photographs of all of these conversations as well as a photograph of the policy that you had when I purchased my tickets. And that is that if you canceled my flight I was entitled to a full refund to the exact form of payment used to buy the tickets. I have pictures of your agent saying that I should have a refund. You cheat people out of their hard-earned money. We purchased our tickets in good faith and you did not provide the service. There are thousands like me.

✅ Trip Verified | Flight cancelled many times, they now didn't add customer service call. Even they have AVA but its harder to some people to reach the staff, can't refund money unless you agree to convert it into credit account.

✅ Trip Verified | Worst of the worst. Flights of Air Asia are always retimed and delayed. This airline company don't care about customer's feedback and discomfort. Very disappointing, I don't recommend this to anyone.

Not Verified | Worst customer service ever. Last year, May 2020, our flight got cancelled due to COVID. Our refund request was validated. However, we still haven't received the refund. All other flights - different airlines - have refunded our money. A few weeks ago, there was light at the end of the tunnel - at least, we thought so - as we received an e-mail in which we were asked to provide our bank details so that we could finally get back our money. Note: it was explicitly stated that we had to reply within 7 days, which is odd as AirAsia does not reply to us at all. I have been trying to get in touch with an actual human-being for over a year now. Facebook, website chat, WhatsApp, all you get is AVA the chat bot. I provide them with my case number, my personal details and all I get is 'I am sorry, we could not find your details in our system', which is complete lies. I understand that the world has changed due to COVID, but all organizations seem to have adapted by now. I simply want to speak to a human-being to ask them about my refund request. Sure thing, I will never fly again with AirAsia. Short-term thinking, AirAsia.

✅ Trip Verified | Flight for March 2020 was changed and they offered us a refund which we accepted. Wasn’t a cancelled flight to do with covid or anything. It’s now been three months since I gave my bank details and was told my refund was validated and still don’t have the money back, 15 months since the flight. Also since this point it has been impossible to speak to a human being. Emails sent to addresses we once got replies on are being ignored, they have stopped responding to Twitter DMs. Their chatbot is the biggest waste of time and energy. It eventually gives you a choice to provide feedback and that someone will contact you back during work hours only for you to fill it all out and then be told it cannot be completed due to overwhelming volume. When we check the case status it says in progress despite being told it was validated in March 2021. Other airlines refunded within weeks. We’ve been waiting 15 months. I will never fly with Air Asia for as long as I live. When we were getting responses from “customer service representatives” we were met with hostility or else overly polite apologies which mean absolutely nothing to people such as us who are left out of pocket. Having the audacity to make it impossible to even speak with a human is disgusting.

✅ Trip Verified | I booked & paid to fly KL to Manila in May 2020. AirAsia cancelled (Covid) so i started the refund process. This was difficult but eventually i got a human who gave me a case no. and a promise!! 11 months late after many emails promising that my case has been 'validated' or 'upgraded'. I am still waiting for my money back. The case no. has changed (upgraded) but was then closed with no refund, no explanation. The chat bot is a complete waste of electrons - just goes around in circles (designed like this of course).

✅ Trip Verified | Air Asia cancelled my flight (this seems to be more and more common with them), but did not refund the money to my credit card account. They have stopped providing any general call center services - there are no phone numbers. Instead, there is only a bot controlled chat function (online or app) that limits your ability to request anything except what they want you to request. No access to a real person. After a couple of glitches involving the bot, it finally found my records and transferred the refund to my member "credit account." Supposedly, within a limited amount of time, the credit can be used to buy another ticket from Air Asia. But there seems to be strings attached. I'll never use Air Asia again unless there is no other option.

Not Verified | I now see all the same reviews like mine. AirAsia is a thief. I asked for a refund following the pandemic which they accepted in March 2020. They have been going round and round saying it's in progress for months. Then closed my case with no refund. Thieves, liars, no compassion. Never ever again I will buy a ticket with them and you shouldn't either.

✅ Trip Verified | My wife and my son (1.5 years) took a domestic flight today from manila to bohol in the Philippines. Obviously she had luggage of 30kg prebooked, my son was not allowed to have his own luggage for checkin. My wife had to pay his luggage of 30 kg PER kg, which means 10800 PHP=200 USD. You just lost a client of the past 6 years.