AirAsia

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 572 reviews
6/10
3 star Skytrax Rating
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1/10

"poor customer service"

(Japan)

Trip Verified | Very disappointed with Air Asia as a frequent flyer after last experience. Online check-in had errors and glitches which did not allow me to checkin early, charged 40,000 yen at airport. Showed pictures of website glitches and errors, airline does not care or understand. Then I was accidentally tripled charged on my return flight baggage. Had 5 transactions for baggage totaling over $800 USD! My two tickets cost only around $700. Was refunded for some of the excess charges, however such a hassle and online help and calling is very time consuming and stressful and not user friendly. I figured if I provided pictures and explained my problems the airline would understand the online checkin and website had experienced problems and was not working properly. Poor customer service using live chat and submitting cases on issues, just replied back with automated answers. Like talking to a computer. Nobody should have to get charged over $800 USD and worry about 5 charges for 2 small check-in bags, especially unauthorized charges. Very disappointed and will never fly again because of airlines poor recognition of the problem, poor customer service and failure to refund a small cost that should never of happened. Nobody should have to go through that stress while on vacation!
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteNarita to Phuket via Bangkok
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"never known any problems"

(France)

Not Verified | Bangkok to Kuala Lumpur. As usual, Air Asia is a serious and comfortable company. The prices are very interesting, I have always used this company for 10 years from Bangkok to different destinations in Asia. I have never known any problems, continue like that, thank you. FR: Comme d'habitude, Air Asia est une compagnie sérieuse et confortable. Les prix proposés sont très intéressant, j'utilise toujours depuis 10 ans cette compagnie depuis Bangkok vers différentes destinations en Asie. Je n'ai jamais connu le moindre problèmes, continuer comme cela, merci.
AircraftA320
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBangkok to Kuala Lumpur
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"without any hassle"

(Malaysia)

Trip Verified | Kuala Namu to Kuala Lumpur. As usual, Air Asia always provide smooth experience without any hassle from check-in until departure. However, Airasia is now implemented a strict 7kg policy where cabin baggage has to be strictly only up to 7kg, or else it would be charge expensively.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteKuala Namu to Kuala Lumpur
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"had three seats to myself"

(United States)

Trip Verified | On the 5th June I travelled on Air Asia from Kuala Lumpur to Colombo. The plane was an Airbus 320 and very comfortable. I was able to get a lot of rest during the 3.5 hour flight. I had three seats to myself.
AircraftA320
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteKuala Lumpur to Colombo
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"must have been a good flight"

(United States)

Trip Verified | On the 21st June I had a flight on Air Asia from Colombo to Kuala Lumpur. It was a red eye flight and we arrived around 5am in the morning. I had to clear customs although I had a flight on Air Asia in the evening. The time went very quickly so it must have been a good flight. I was able to stretch out and get some rest.
AircraftA320
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteColombo to Kuala Lumpur
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"Very good experience"

(Hong Kong)

Trip Verified | Hong Kong to Kuala Lumpur. Very good experience, bought the premium flex package and still cheaper than other airline e.g. Cathay Dragon. Also you can enjoy a better flight experience than the traditional airline. The lounge is good too. It is a good place for you the relax.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteHong Kong to Kuala Lumpur
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"Boarding of the plane was smooth"

(Malaysia)

Trip Verified | An hour flight with AirAsia was pretty worth it. Boarding of the plane was smooth. Stewards were really friendly and the pre-booked meal that I had which was Green Thai Curry was okay. But Nasi Lemak and Chicken Rice is way better. Overall, good experience from a low-cost airlines by AirAsia as usual.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteKuala Lumpur to Singapore
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"flight with AirAsia was a good one"

(Singapore)

Trip Verified | My flight with AirAsia was from Singapore to Penang. Boarding was slow but we reached Penang before the scheduled arrival time. Cabin crew were friendly and were eager in helping passengers but they could have shown more warmth by smiling more. Seat was okay. Overall, the flight with AirAsia was a good one.
AircraftA320
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteSingapore to Penang
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"love to fly AirAsia again"

(Indonesia)

Trip Verified | Surabaya to Kuala Lumpur. As what I am expected from AirAsia low-cost airlines, decent service and flight are always present in the whole experience. The time of flight departure is quite accurate. One of the hassle is the flight is getting strict with their 7kg cabin baggage rule. The seat is quite comfy, in comparison with other low-cost airlines. The interior is more vibrant compare to the others. I experienced no turbulence, as what I remember during the flight. Overall, would love to fly with AirAsia again.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSurabaya to Kuala Lumpur
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"I end up with normal seat"

(Hong Kong)

Trip Verified | Hong Kong to Phuket. I booked the premium flex ticket to get good leg room. I was advised that this type of ticket allowed me to change my flight date at an extra charge. I needed to change my flight date more than a month before flight date. I tried for days to access my booking on Airasia homepage and when the page finally allowed me to login (I had correct login credentials, the page just didnt work for days) it said I had no booking. Finally I had to call their customer service to have the flight changed instead. At customer support I explained that I needed to change my flight and was told that I had to sit on a standard seat. I asked if it could be solved. They didnt even try to have it sold but just said no. I end up with normal seat instead. I then asked for a refund since I was no longer getting what I paid for. Instead I was asked to pay 1500HKD extra for the change of the flight. I had known about this rule before, but I still asked for compensation due to not getting what I paid for. Also I later found out that if I had booked a new ticket instead of using my return ticket the cost of the new ticket would have been 1700HKD. That is 200HKD more than the fee I had to pay for changing my return ticket, but still several hundred HKD less than what I paid in upgrade for the premium flex ticket I had originally purchased.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteHong Kong to Phuket
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no