AirAsia

✅ Trip Verified | I booked a flight last june. they cancelled (covid). Submitted a request for a full refund, waited 8 months only for them to cancel my case! No email, no communication on why they refused my refund! I cant get my money back. cant even get credit with them as compensation. They have made it impossible to contact a real person, only the stupid AVA chat bot. I paid for a service, never got the service, never got my money back.

✅ Trip Verified | Air Asia cancelled my flights 3 times and refused to refund me after 6 months and offer me credits. By refusing to refund customers for cancelled flights is as good as cheating customers of their money.

Not Verified | Air Asia are an awful company with zero customer service. If only I’d looked at the reviews before booking. They make promises to refund cancelled flights but these refunds never arrive. It’s impossible to speak to anyone and the automated chat is worse than useless and just takes you round in circles. I finally got a response on twitter and a promise of a refund. This was then turned into a “credit account” and now nobody will respond. A credit account is useless as I wouldn’t go anywhere near Air Asia in the future. They’ve actually profited from covid as they’ve neither provided a flight or refund, which is disgraceful behaviour.

✅ Trip Verified | My flight was cancelled by Air Asia due to restrictions caused by Covid in February 2020. I have been waiting since that time (eight months and counting) for a refund, as is Air Asia's legal obligation. AA have renegued multiple times in promises to repay me in that time. Now, despite not receiving a cent in refund, my case according to Air Asia, is now 'closed'. This is to inform Air Asia, that while the amount of money I have lost is not life changing, I think I speak for thousands of other former passengers cheated out of funds by you when I say that I will do everything in my power to never fly AA again. You may be desperate to stay in business but you have no right to effectively steal funds from passengers. I sincerely hope Air Asia goes bankrupt.

Not Verified | Absolutely the worst airline to deal with! Our flights were cancelled in March due to COVID-19. I requested a refund, and on 18/03/2020 was told my refund was processed and my money would be returned within 10-15 calendar days. 8 months later and I haven’t received a penny! I was then emailed in May to say I could have a credit account! Replied saying are you having a laugh! No thank you! Since then I have messaged every other day via their Twitter account as this is the only way I can contact them. No phone number, no email address an infuriating automated system that tells you nothing and solves nothing. Each time I am told that my refund is in the final stage and will be back in my account shortly and nothing appears! I am a nurse in the UK and was due to go and see my dad who lives in Manila with my family. It’s bad enough that our 3 week holiday was cancelled, this is just rubbing salt in the wound! £500 of my hard earned money that they were quick enough to take is still not back with me! I couldn’t be angrier. Their customer service is seriously sub standard and I would not recommend anyone to use this company! Modern day robbery at its finest. Would be giving 0/10 if allowed, but has to begrudgingly be a 1/10! Seriously, avoid this company like the plague.

✅ Trip Verified | aCovid happened and the world went into meltdown, flight cancelled and I wanted a refund - what an awful awful process. Never known anything like it. Cant speak to anyone, and the virtual assistant is just infuriating (possibly the worst one I have ever used) sends you round in circles, no option for live chat and doesnt seem to learn. Obviously its all done to put you off claiming a refund. As for live chat, well you will wait literally hours for a person to come back to you, if at all. Genuinely the worst customer service I have ever received.

✅ Trip Verified | My flight was canceled because of COVID. Because them canceling they have to offer the refund option. They try in so many ways to give a credit and they customer support is non-existent, they only have robot AVA that is instructed not let you talk to a real person. In the end I got a case number for a refund that would take 12+ weeks to process. Two weeks ago they tried again and sent an email with the cryptic message "If we don't fail to hear from you within 14 days we will process a credit" (whatever that "if we don't fail" means). I replied by email and of course no confirmation. I will never ever use Air Asia again.

✅ Trip Verified | On 1 Aug 2020, I purchased a flight ticket from AirAsia. On 15 Aug 2020, AirAsia cancelled my flight and refuses to refund. They only offered credits. Everyone knows the credit is worthless. In AirAsia's audit report, EY has highlighted there is material uncertainty over AirAsia's going concern status (i.e. AirAsia might become bankrupt within the next year). If AirAsia goes bust, all credits are almost certain to be worthless! To AirAsia: You cannot open a flight, take our money, then cancel the flight to keep the money! This is unethical! As much as you need cash, you cannot do this!!! You've might have gotten my money now, but I will never fly AirAsia again, even after this pandemic!

Not Verified | You will not get a refund at all. Bought a flight tickets with AirAsia in Jan-2020, but it got cancelled due to Covid-19. Requested for a refund back to credit card but failed, they will give excuses just not giving back the refund, instead they offered with credit account which I will never use it again.

✅ Trip Verified | Don't accept the credit. Cancelled my flight and offered a refund (pre-covid). Since then they have tried to convince me to accept a credit instead and they have stalled with giving me my refund. They were only 20$ cheaper for this trip compared to another company that I was supposed to fly another leg of my trip with. And that company has already given me my money back months ago because Airasia cancelled this part of the trip. If you accept the credit you change the terms of your initial deal and you are now subject to their new terms. By not accepting the credit they are still obligated to the conditions of your initial contract. You can demand your money back through the bank that handled the transaction. You can demand the money back through the card company if you paid via Visa, Mastercard etc.

✅ Trip Verified | Amritsar to Melbourne via Kuala Lumpur booked for April 2020. I’m still waiting for my ticket canceled money they didn’t refund ticket money ticket was canceled from AirAsia because Covid-19.

✅ Trip Verified | Kota Kinabalu to Kuala Lumpur. Do not use this company. My flight was cancelled for Covid 19 in April, and they will not refund for flights they cancelled and the insurance they provide does not cover this either.

✅ Trip Verified | My flight has been canceled and when I have contacted customer Service they told me that I must buy another tickets (for 3 people) and I'll get the refund. So I have purchased the new tickets. Then Lockdown and my airport has been closed. I wanted to contact customer Service, but There was no chance to reach someone There. As instructed on their website, I used AVA thing to cancel Our flight, then I had to buy new tickets again. Of course before cancelation I've been informed that I'll get a refund. Till today (since march) I didn't get a penny.

✅ Trip Verified | I have booked them for Trip to Taiwan and unfortunately impacted by Covid-19. So i requested for a refund. In the beginning, it is voluntary, and then it is a credit account request and finally, it is refund back to original payment. So I have chosen credit account while the refund back to original payment is not available at this time. Soon when refund back to original becomes available, i raised refund case again. Then i have contacted them many times to advised them i only need the last case progress, and they said: "don't worry, we will process the latest case under your account." Then they choose to refund back to the account, not original payment method, and now refused to refund back to the original payment method.

Not Verified | Singapore to Sabah via Kuala Lumpur. I canceled my trips with AirAsia, and got fully refund into the credit account. The procedure took me around a month to be credit into my AirAsia member account. Although those credits have to be spent within a year, but I am glad and very satisfied with the services.

✅ Trip Verified | Been waiting for something, anything from Airasia since they canceled my flight. What a joke around and around with absolutely no result no return contact, nothing. BIG Loyalty Program member for years? Nothing more than a farce. I've been a long time user of this airline, 24 flights alone in the past couple of years but never again.

Not Verified | Horrible service from AirAsia. For the past 1 month, i've been trying to get a refund for my flight because of the pandemic. I've tried to reach out to them through their website, but i just keep getting redirected to their online chat bot AVA. Problem is AVA doesn't resolve anything, and it's buggy. I resorted to contacting them on Twitter, but that was not helpful at all as well. They would give you a reply, and proceed to not reply you for another week. It's always being picked up by another customer service agent, so they always ask the same few starting questions. Nothing gets resolved or moved on at all.

✅ Trip Verified | Kota Kinabalu to Kuala Lumpur booked for 29th April. It's the pandemic right now so I wanted to reach out and ask if I could change my flight date then through their customer service line they said to reach them through twitter or Facebook so fine. Used twitter instead because Facebook was irresponsive last time used. Dropped a text no response now great it passed 48 hours in changing went there to change it counter was close it's before 5pm but I'd understand the pandemic. No resources online to reach out to anyone to change and it seems like this ticket is going to burn cause it doesn't give much of an option. Not going to use this airline again

✅ Trip Verified | Received a notification that my flight to KL is cancelled. However I have another domestic flight from KL to Kota Baru so I wanted that they cancel the other flight as well (cause if I cancel myself refund would be different) and they refund me instead of a credit note. Have called India call center - useless - there is no number for flights outside Asia, chat bot is a machine that doesn't understand any of the specificities of my case of course, customer service just doesn't exist, facebook account has no-one on the other end either, no customer service person on linked. I am appalled and shall never use that airline again if they don't refund me.

Not Verified | Singapore to Bali. The customer service and credit shell application process for Air Asia is terrible. I had to transfer two other airline bookings into a credit shell due to the CV19 situation and both took under two minutes to complete with confirmation coming a few days later. I have tried countless times to contact AirAsia and with no success. Even the telephone line to India is an automated response and redirects you back to their AVA bot chat which is beyond useless. The credit shell process is both difficult and unclear. Extremely disappointing.

✅ Trip Verified | Worst customer service and Chat Bot. I'm talking about AVA. first of all, AVA gives a set of topics to choose from i.e CoVid 19 Flight Changes, booking changes, etc. If you follow everything right, hypothetically you could reach their actual customer support which I could never reach even after waiting sometimes for 2 hours online. I've been doing this for the past week. Looks like there are many in the same boat here. My only concern is if i cant get my refund processed before my flight date which is on the 23rd April. What happens if I can't reach them? Wouldn't it be better if we could reach them at a call center instead of chatting with AVA? This is very frustrating!

Not Verified | Flight was cancelled a week before the departure, due to Covid19 travel ban. Refund was not generated automatically but I have to submit “manually” but unable to due to their system error. Keep appearing as “cancelled”. Despite many trial time, we are not able to reach to speak to an agent, wasting much of my time.

Not Verified | Do not fly with them. They cancelled my flight and I've spent days trying to get a refund or credit. They do anything not to talk to you and put you through hoops of never getting in contact with them. Only way is to drive out to the airport 3 times and still they just send an email shutting the case with no explanation. They cancelled the flight to keep tourists trapped in Bali during Covid and still won't give a refund.

✅ Trip Verified | Tokyo Narita to Bangkok booked for 6th March. I put in a request for a full refund as AirAsia cancelled my flight. They advised me to wait 30 days for the refund. It is now over 30 days and still no refund.

✅ Trip Verified | Melbourne to Vientiane via Kuala Lumpur. I went in circles with the Ava online chat to attempt refunds for 4 flights I had booked over March/ April. My flight was cancelled the day before but luckily I had already decided to change the flight. I had an option for a full refund for this flights and after attempting several times through Ava, I was finally able to make a case. I made 5 cases before I received a notification that it's in progress. My other flights cancelled by Air Asia in April however, do not have a refund option. Only credit or moving the date which I do not want. If the flight has been cancelled, I expect a full refund. At this time, I can't even use Ava as the wait time is over 1 hr to be transferred to an agent. The website, Ava and phone numbers that lead nowhere have taken me in circles for weeks and I'm furious that there is no accountability to customers.

✅ Trip Verified | Jakarta to Krabi via Kuala Lumpur. AirAsia informed suspension of most of their flight operations on 26 March 2020 due to COVID19 situation. Since then I am trying to contact them via their AVA online chat but never can get through to an agent to actually file for refund as per their system. Also tried to call several ticket offices in Indonesia, Malaysia and Thailand and never got through. The flight status is also unavailable even bookings are still confirmed. I do understand that the customer service is overwhelmed, but for such a company it should not be an issue to establish an efficient request process system. I really tried everything to contact them and I have to assume that this company is staling on requests in order to avoid the many refund requests. I am highly disappointed by what was once the best low-cost airline in Asia and will never consider them anymore in the future.

Not Verified | I was not emailed or contacted regarding the cancellation of the flight. This outbreak has made many travel restrictions and bans to which I was not aware of. I had a feeling my flight was going to be cancelled long ago but it is difficult to contact AirAsia, they have a bot called 'AVA' which isn't a real person who would understand complex questions. And if you think you can refund the amount you paid for a flight, you won't be pleased when you u read this. They have refund in the form of "points" and "membership" benefits. I complained that I was not notified and said "but you should already".

Not Verified | Bangkok to Surat Thani. Booked a flight for my girlfriend to meet me in Bangkok, my flight was cancelled so I’ve asked Air Asia to credit my BIG Member account I received a case No, I’ve been non stop on there chat system which is a waste of time, telephone No’s do not connect. The airline customer support is a total disgrace considering the coronavirus situation, they take your money for your ticket but you try and contact them is a disaster, they give no thought for anyone. I have used them before many times, but now see how they treat customers, no chance of getting credit back, very sad company.

✅ Trip Verified | Bangkok to Lombok. I purchased 2 tickets with Airasia, during December to use during the month of March. Of course, during this outbreak, the flights have been cancelled. I have tried to understand that Airasia must have busy times, that everything is chaos. Said all that, its embarrassing how customer support and the answers you receive from the airline. Not Malaysia Airlines, not Jetstar, none of the competitors of AirAsia, have just played dumb and get away with the cancellation. Malaysia Airlines in 5 minutes just changed the dates of my flights, the same with the other airlines. Under the same circumstances, AirAsia has just closed my claims (they recommend to just move flight or ask for credit). All my requests have been closed and told that "I am not eligible for the credit). Tried Ava: yep. Terrible. System thors constant errors. Where you able finally to lodge a case? Yep. Suddenly all cases closed. Tried calling the call center: Yep. 1 hour on the phone to India. And they only discuss local flights. Still waiting for an answer. Worst customer service And from my side, never again!

✅ Trip Verified | Beijing to Siem Reap via Kuala Lumpur. I cancelled my flight on Jan 30 due to covid-19, a case was created by Air Asia on Jan 30 to give me full refund. From AVA, it takes up to 30 working days to process a refund. Today is March 27, 41 working days have passed, no refund was received yet. I contacted Air Asia many times through twitter but no response and no refund.

Not Verified | I want to credit my flight or at least 'move flight' because of Covid 19 & I have followed each step carefully and correctly. I have spent hours on this only to discover I am charged the full amount. I was promised by email not to be charged any more as I purchased the ticket Jan 2020. It is completely opposite to what the email says.

Not Verified | Penang to Singapore. Very impressed with Air Asia staff. Due to the Covid19 our 13-year-old son had to fly alone on an emergency flight as his boarding school was being closed with no notice. The staff helped him check-in, put him in 1C (yes, I'm jealous) and escorted him through arrivals and immigration where he had to undergo a medical check and be issued with a stay at home notice. I am so thankful that AirAsia staff looked after him. Well done!

Not Verified | Chiang Mai to Phuket. We scheduled flights well before the coronavirus pandemic. When trying to move flights to a different time due to international travel advisories, restrictions, and fear for our health, AirAsia was impossible to get hold of. When we did finally get through via multiple complaints filed, they said we'd still have to pay the change fee or not get refunded. After attempting to contact them numerous other times via every channel possible (AVA, complaints, response to email, attempted to find a phone number with no luck) before our flight was scheduled to depart and we simply never heard back from them. I decided to try them based on price, but it's certainly not worth the lower price.

✅ Trip Verified | Hanoi to Kuala Lumpur. I was told my bag was slightly too heavy to carry on so I had to repack it twice, and after some miscommunication paid 800.000 VND to check it (was told I could pay cash&card but I couldn’t). The airplane had the tightest seats I have seen. There was no free water served, but they offered goods for purchase. The flight wasn’t full and so I moved up a few rows but was told I couldn’t sit there. It was a different class, but the seats were the same.

✅ Trip Verified | Bali to Singapore. AirAsia should do more for those who are afraid to fly during the COVID-19 period even if the said country is not under 'high alert' (for example Indonesia, which is greatly underestimated due to a lack of monitoring system in place). At least issue some sort of voucher for future use. I will not fly with AirAsia anymore. There is no way to talk or contact a physical live person.

✅ Trip Verified | Male to Perth via Kuala Lumpur. The airline rescheduled our ticket and sent an email with the new itinerary. Upon trying to speak to a customer representative we get this virtual assistant to chat with which keeps on sending automated response based on what we were typing. Then we are send on another page but the page keeps on loading. The airline cancelled our original flight and gave us a transit of 20 hours from KL to Perth. we asked to be given a hotel to freshen us up but they kept on sending us from here to there without any concrete actual help. We emailed them but no answer about the accommodation.

Not Verified | My sister and I had booked an AirAsia flight from Phuket to Bangalore which had a 11-hour layover in Bangkok so that we could visit Bangkok for a few hours. In spite of explaining our intent, we were sent by AirAsia staff in Phuket to immigration for exit, which ended up with us reaching Bangkok and being told to stay in the airport for 11 hours! A big shout out to the AirAsia staff in Bangkok who understood what happened and she made us meet the immigration staff in Bangkok, got the exit stamp on our passports reversed and resulted in letting us experience Wat Pho! We had to go through the immigration exit process again which was as per the immigration rules.

✅ Trip Verified | Kuala Lumpur to Makassar. The manual check-in system in down when our visit. So, we use the Air Asia self-check-in System, so no problem with check-in. The immigration queue is terrible, extremely long and took a lot of time, I wait around 45 minutes for immigration. The in-flight meal is great, delicious. The flight attendant is nice.

✅ Trip Verified | Kuala Lumpur to Cebu. You need to go to the airport 3 hours before because the check-in staff were slower than usual. They didn't hold to boarding and flight time even while on time. The planes are quite uncomfortable but I don't mind that. The airline has no online customer service other than their AVA chat program. They have nothing to answer even just simple general questions.

✅ Trip Verified | Bangkok to Siem Riep. They charged us for our backpacks that were overweight by a few pounds. Their limit is 7 kilos and charged us $180 for a few pounds. We will never use them again.

✅ Trip Verified | I had booked ticket from Chennai to Kuala Lumpur return. While going they allowed to check in baggage of 20 kg, on my return they said that I had not opted for check in baggage and you have to pay 100 Mal $ to checkin the baggage. Finally I had to pay extra for check in my luggage to return back India.

✅ Trip Verified | Kuching to Kuala Lumpur. I love the flights themselves. Very well priced, punctual and the in flight crew are great. I have given a 1/10 rating for AirAsia's lines of communication pre and post-flight. Facebook and twitter are ghost towns. There is no longer anyone you can get on the phone. You can't find links to make email enquiries. Their virtual assistant AVA isn't much smarter than a house brick. If AVA can't help you she directs you to the 'ghost towns'. If nothing goes wrong you will experience a well priced, punctual and reasonably comfortable flight but if you need to contact anyone to sort out any kind of problem then just forget it.

✅ Trip Verified | I was due to fly Gold Coast to Phuket via Kuala Lumpur on 12th March but received an SMS and email stating the flight had been cancelled. To get through to a human is a long drawn out affair repeating the same question to a robot and then the same again when the before they connect you to the live chat and then again once they actually come on line after 45 mins or so.. They cancelled the second leg to Phuket and there are now no longer same day connections and you have a 16 hour stopover in KL instead. I booked the flight 6 months ago for a great price, now 3 weeks out they cancel without the decency to offer to put you up in a hotel in KL. The only offer I get is of a refund or credit and I now have no alternative than to fly from the Gold coast to Sydney and then book a new flight at a total cost of $800 due to the departure date being so near. I have been cut off from the live chat 3 times and the managers are just rude. I an airline mess up they should be held accountable and offer some sort of compensation.

✅ Trip Verified | Phuket to Phnom Penh. Customer service is a disaster. My flight in March was cancelled which was a direct flight and I was offered a flight with stopover of 8 hrs. All attempts to get a customer service involved failed. The AVA Roboter thing is just a waste of time.

Not Verified | Jakarta to Bali. The original flight I booked was changed, and the new flight allocated to me was no good because I would have missed my international flight. So I contacted AirAsia via the online chat option, and my flight was changed to my preference easily and quickly. Try doing that with Qantas. Many hours later! I arrived for my flight, it was on time, and comfortable. First time I've flown AirAsia, I've heard that they don't have the best name, but I couldn't fault them. From all the staff I met, to the online chat, to the flight, and arriving on time. Thank you AirAsia.

✅ Trip Verified | Puerto Pricesa to Manila. Check-in and delivery of the case was quick and effective. Departure and arrival were on time. The aircraft made a well-maintained impression. The seat spacing was good, the on-board staff could be a little friendlier and the food was good against payment. Overall a good experience.

✅ Trip Verified | Shanghai to Manila. The check-in was effective and quick. The aircraft in good and clean condition. The seat distance at an emergency exit is very large. The on-board catering and drink against payment were average. Overall a good price performance ratio.

✅ Trip Verified | Chiang Mai to Surathani. The customer assistants are mostly rude to me. They try to charge you extra cost and need to demonstrate by your documentation that you booked the extra baggage etc. Prices are good if you get the deal but if you need extra services cit an get more expensive than a regular airways company (not lowcost).

Not Verified | I sympathize with anyone who has negative experiences with airlines, and cannot speak for other flights, but we had a very positive experience with our AirAsia flight from Krabi to Singapore on February 2. Very smooth check-in, no problems with baggage, super clear announcements. Yes this is a budget airlines, so one should not expect, nor will they get, fancy (or any) food, or spacious seats. But AirAsia got us to our location safe and sound, and what's more on time, and that is all that matters to me.

✅ Trip Verified | Lombok to Jakarta. I had charges on my credit card for a second unidentified charge that I did not have an invoice for. There was no live customer service at all I could speak to and to investigate this charge and or provide me an invoice. India customer service refused to assist me. Had to dispute the charge with the credit card company since I do not have any details or invoice for these charges. They do not provide any customer service only an automated computer bot that is useless.

✅ Trip Verified | Bangkok to Phnom Penh. We arrived early in Don Muaeng airport, Bangkok, for an evening flight to Phnom Penh. We had checked in online, at baggage drop no lines. Through immigration and security also went fast, we talk about less than 5 minutes, very good ! Suvarnabhumi airport should go here and learn. They started boarding 30 minutes before schedule. We had bus out to the gate, and 10 minutes before schedule, we arrived at the plane. The plane was not full this evening, so it started to move, only 3 minutes late. Its pretty narrow onboard, but I did not have my knees crushed in the seat in front of me. We landed ahead of schedule. We are satisfied with Air Asia, everything went smoothly.

✅ Trip Verified | Bali to Singapore. Inept ground staff at Bali airport, refusing to allow cabin baggage, no formal size measure applied. The cabin crew harassing us for change of seats as we were given some premium seat while checking in.

Not Verified | Manila to Cebu with AirAsia. Worst airline and customer service that I have ever experienced. Yes, they are low cost but they don’t care about the people that book their flights. They don’t provide any support if you need to modify your flights and only give AVA as a form of “support.” She’s a bot and when she can’t help, she doesn’t provide any helpful contact information to get a hold of someone who can help. Please boycott this airline. They don’t care about anything but the money.

✅ Trip Verified | Kuala Lumpur to Yogyakarta. Something very unusual happened, I was given a red seat for free. Probably the plane was full and there were no normal seats available. Although it didn't make any difference, because this seat didn't have any legroom (same as regular seats). Not very friendly flight attendants, tiny seats, not so low cost.

✅ Trip Verified | Chiang mai to Kuala Lumpur. Although flights are well managed when on the plane, the check in process is the worst of any airlines I've ever seen. Wait 1 hour to move a few meters, and eventually 30 minutes before each flight they fast forward people through check in since many people are late. Literally they checked in 20 people in 45 minutes, about 10 minutes for each group and I feel this is generous, this makes no sense at all. Also, check in machines were pretty useless since everyone had to check in anyway, which is weird. Perhaps it's the AirAsia Chiang Mai that's so slow .. they need to get their stuff together, horrible experience.

✅ Trip Verified | Kuala Lumpur to Singapore. Refused to print the ticket for 2nd leg of trip at initial gate counter because tickets were bought at separate times. Flight was late but had plenty of time for transfer counter to print said booking closed 5mins ago. Won't do anything. Had to buy another ticket. It took about 7 mins to get to gate from transfer I had 50 minutes. All could have been avoided if they had printed ticket.

Not Verified | Bangkok to Siem Reap. After almost 10 yrs of flying around Asia with several different airlines I must say that AirAsia tops them all. Never had a problem flying with them, Ground Staff was friendly, service minded and with a smile. Even when I made a mistake with a ticket hey sorted the problem with no hassle.

Not Verified | Singapore to Kuala Lumpur, no comments. The flight was relatively smooth. No glitches. Services was good. Cabin staff crew were polite and overall had a smooth relaxing trip with AirAsia .

✅ Trip Verified | Manila to Singapore via Kuala Lumpur. We did not check-in 2 hours before our flight, our flight was supposed to be 1:05AM and we’re at the check-in desk at 12:20AM. The lady in the check-in desk told us that our ticket was forfeited because they have cut-off time.

✅ Trip Verified | Denpasar to Perth. Really impressed. Good service on a clean plane. Was quite expensive so doing Jetstar on return. Would use again. Only negative was boarding via buses rather than a gate.

✅ Trip Verified | Lombok to Perth. We paid over $100 to add our luggage to the plane, and when we landed, we realised they had not loaded 90% of the passengers luggage on the plane. I had many items in my luggage that I require for work, and now I have to wait and hope it arrives. I was not assigned in the seating I had chosen. I chose an isle seat as I’m a nervous flyer and they put me, in between 2 other passengers. They don’t take card on the plane? So if you want a meal or a drink and don’t have any cash, too bad.

✅ Trip Verified | Kuala Lumpur to Sihanoukville. I entered check in a little late. The staff took my main baggage and sent it to the plane, but there was a problem with my hand luggage and they asked me to pay 50 dollars for 3 kg. Immediately after paying the extra $ 50, the doors were closed and they said they couldn't take me to the plane, and they didn't pay my $50 behind by 5 minutes. We also heard a lot of scolding.

✅ Trip Verified | Osaka to Honolulu. Shameless price gouging with combined 7kg limit for 2 pieces of carry-on. Flaky website so that you can't pay for checked-in luggage online and forced to pay double the price at the airport. Terrible customer service: staff openly mocking you suggesting to put on all the clothes from your luggage to make 7kg limit. No empathy, no compromises, no apologies, instead rude, dismissive attitude. Staff members covering their ID tags and refusing to call their names so I could file a complaint to upper management. Just out of spite check-in counter staff put me on SSS (selective security screening). The last manager I spoke to had a strategy of listening to my complaints with a poker face, not responding until the gate is about to close, and I am forced to shut up and board.

✅ Trip Verified | Kuala Lumpur to Bali. Our 1030 departure had a 7h delay. It took over an hour for staff to come to the gate to explain that the flight was delayed and to deal with customers. There were 3 of us that wanted to remove our baggage, be refunded and hop over to the other terminal to take a 1230 MAS flight to Bali instead but AirAsia took so long to get staff we realised we would never make it. Staff agreed to move us to a 1615 Air Asia flight to Bali however we had to go back outside to the chaos of baggage drop and immigration. After standing fighting for another hour, they eventually agreed to move our luggage over to the new flight without us having to do it all ourselves. They refused us access to the pod hotel in the departure lounge or their Lounge. They provided one bottle of water for 7h and offered a KFC in that time. Staff pushed us around the houses to talk to operations managers to try and obtain lounge access to relax.

✅ Trip Verified | Hanoi to Kuala Lumpur. We had 4 flights booked and paid together but could not sit together unless we paid additional fees at check in to get seats changed. This is a revenue raising exercise. In addition to that the staff were very rude to me and appear to go out of their way to be unhelpful. In flight service is not existent, flights with not even a free drink without incurring additional costs. Aircraft very cramped spaces, not comfortable.

✅ Trip Verified | Kuala Lumpur to Cochin. I had a very awkward experience with AirAsia. My booking was confirmed directly by the service agent of AirAsia. When I reached to counter I was told that the flight was overbooked. I then had to keep on begging the lady at the counter for an hour to let me fly. When I asked the executive at the counter to call the manager, she said now you can travel and I could fly, I just had to simply waste my 1 hour time at the counter with no reason.

✅ Trip Verified | Utapao to Kuala Lumpur. I travelled from my favorite airport from Utapao. I love flying from this airport as it is so small. I used the new terminal for the first time. I will fly them again.

✅ Trip Verified | Jakarta to Kuala Lumpur. Not recommended if going on a business trip! Long delays, irresponsible staff, improper handling of baggage. Will never fly this airline again.

Not Verified | Chiang Mai to Phuket. Worst airline. They charged my family of Four 5,000 bht ($227 CAD = $56 CAD/person) upon arrival to check our bags. They go by weight. Apparently you can pay the fee online which is 400 bht but they don’t advertise it much. They also offer the lower price if you’re 4 hours early (who would come that early). When we complained they said that’s how it is and weren’t accommodating. Also no flight entertainment or food service on our flight. Would highly recommend a different airline.

✅ Trip Verified | Kuala Lumpur to Shenzhen. I came for an early flight to China at 610am, made sure there won't be any screw ups. Boarding gate was P1 on the boarding pass, and I waited for over an hour, and I realized things wasn't right when I do not see any crowd at the gate. Went to check on the screen and it shows the boarding gate is Q7, and it has closed. Explained my situation to the staff, looked at me and said there's 3 other passengers with the same situation but they all boarded the flight. Other staff told me to work things out at the service counter. Went to the service centre and things went back and forth where it felt like they are trying to look for any fault in the customer. They gave me a replacement flight, which is at 420pm, and two RM20 meal voucher. The summary is that the replacement tickets are a courtesy/favour and I should appreciate it.

✅ Trip Verified | Kuala Lumpur to Hanoi. One of the first flights of the day, we departed on time. I managed to get a more comfortable window seat and also bought a meal which was delicious. I also used the 10 GB free wifi allowance.

✅ Trip Verified | Jakarta to Kuala Lumpur with AirAsia. Mobile check in allowed me to avoid queuing in Jakarta. The plane left on time. It was pretty full and my middle seat felt quite uncomfortable. Other than that, the usual AirAsia flight with business like crew and a good selection of food for purchase.

✅ Trip Verified | Denpasar to Kuala Lumpur. The check-In was well organized and the staff friendly. The departure / arrival was on time and the aircraft made an average maintained impression. The seat spacing was felt a bit lower than other airlines. Food and drinks were, for a low-cost airline, only for a fee. Overall, a good but not special experience.

Not Verified | Bangkok to Medan. Significant delay and no real apology. Flew QZ155. It only started to board at the time it should have been leaving, with no obvious reason (eg the incoming aircraft had been on time). Then crew running around and finding a passenger was missing. But then it took a further 30 minutes to find and offload the luggage from that passenger. So finally a delay of almost an hour. Not really acceptable on a 2-hour flight.

✅ Trip Verified | Singapore to Kuala Lumpur. Even after adding in seat selection and 20kg of baggage, the price was still affordable and cheap considering that I only booked a month before the flight. There were problems with the self check-in as I had checked in online with AirAsia, luckily this was sorted out very quickly. Immigration at Changi Airport was very fast. The plane left on the dot at 7:35am and the gate my plane was at was the closest to the runway, so we were in the air very quickly. The seat pitch was just about okay for my height, and it was comfortable for a short flight. The plane was one of the older ones in AirAsia's fleet, not fitted with the sharklets seen on the newer A320s, and the cabin did show signs of ageingty. As it was a 40min flight and a budget airline, there was not much the cabin crew had to do but they were warm and friendly. One interesting perk about this flight was the ability to stream the inflight entertainment into my own device without needing to download a seperate app; all I had to do was to connect to the inflight WiFi which was enabled even on this short hop and I found it very unique, setting aside AirAsia from other budget carriers, and the selection was quite generous too, with some movies, documentaries and even games. The flight landed in Kuala Lumpur early and we had a short taxi into KLIA2, very quickly we were disembarking. Overall, given AirAsia's punctuality and cost, I would definitely pick AirAsia again if I'm travelling to Malaysia or want to travel on a budget.

✅ Trip Verified | Bengaluru to Bali via Malaysia. Worst international flight I have ever travelled. No meals even after paying thousands of bucks for the flight. Flight seats are horrible. I would not prefer travelling in AirAsia.

✅ Trip Verified | We had to rebook new tickets halfway through our trip due to the booking of flights too close together to make baggage transfer despite paying extra baggage charges and being told our bags would transfer. A rude customer service employee at Kuala Lumpur airport told us it was our fault since if they had told us we did not have enough time then we would have done it anyway.

Not Verified | AirAsia have provided an excellent customer experience throughout our journey. The cabin crew were very polite and helpful. I have found that most of the passengers traveling from Hyderabad to Mumbai are local travelers with "Telugu" as the native language. The announcements made in flight are in "English" and "Hindi" languages. It would be very helpful for the passengers if the announcements in flight are made in the native language for the domestic flights. All the elderly passengers would be comfortable with this change. Hope to see this change from my next flight with you!

✅ Trip Verified | Delhi to Goa. 2.5 hour flight was delayed by over 2.5 hours and no alternative was given to take another flight instead. If they had just informed appropriately instead of informing about the delay half an hour at a time, we could have taken a different flight.

✅ Trip Verified | I chose Air Aisa because I was travelling with a child and no other directs flight to KL was available. First of all they force people to use PSA which sells expensive tickets by making a bank error on online service if using cards from Maldives. They lost my luggage cover, which was never found after struggles. On my second sector to Kota Bharu- the que was long and when I reached to drop off the baggage (like a minute) they said I was too late and send me from one counter to another and made me wait and said I can board the plane without the luggage (while travelling with a 2 year old). No other options. Had to buy buy 2 extra tickets for me and the child. 3. When I left the trolley at a side, Air Asia staff told me to take it to the another location, I said I cannot leave my baby behind to put the trolley back, he mumbled rudely.

✅ Trip Verified | Singapore to Bali. What a disappointing experience. We went to automatic check in. That machine worked for only one of us. The other one had to go to the counter to check in. Later once we already passed the customs we found out about not sitting next to each other and asked for a correction. This could only be changed if we were willing to pay extra. I asked if they could put us on an earlier flight so that I would be home sooner. This was possible but we had to buy new tickets!

Not Verified | Our flight on November 2 from Lombok to Denpasar became memorable only because of the inflight service. A talented steward serenaded the passengers with a most lovely original song that soothed and enhanced the flight. A most unique personal touch we've never experienced in all our years of international travel.

✅ Trip Verified | Kuala Lumpur to Jakarta delayed by 2hrs 50 mins. This is my last flight them. If you have connecting flight this airline will get you in trouble. This airline seems to attract people attracted to low price and fly point to point only, where long wait in the terminal and extensive delays does not matter.

✅ Trip Verified | Tagbilaran to Manila. AirAsia is extremely gimmicky and unprofessional! I've flown with very many different airlines for almost 40 years now and I've never ever experienced such unprofessional treatment. They are the only airline that counts your personal/cosmetic bag as part of carry-on baggage weight. However, they only selectively enforce this policy so that makes them utterly unprofessional. I chose to fly with AirAsia for the first time because they had the cheapest cost for my round trip from Manila to Tagbilaran/Panglao, Bohol in the Philippines. On the Manila, to Tagbilaran flight, my carry-on baggage and personal/cosmetic bag were not even checked or weighed at all, but on my flight back the customer service agent chose to enforce their stupid policy and made me pay an extra baggage fee. The worst part about this experience was that I was made to open and repackage my personal/cosmetic bag, carry-on bag, and checked baggage while I was at the check in counter. I was struggling to get the weight just right for them and a security guard noticed me struggling and whispered to me to just take out my laptop from my carry-on baggage because then AirAsia won't count it as carry-on weight if I only take out my laptop and carry it by hand. It's so damn ridiculous! Why didn't the customer service agent just tell me this and save me money, time, embarrassment, and frustration in the first place? Why did she make me go through all that trouble and money and time wasted? I also asked this customer service agent to let me speak with the manager and she just kept telling me "ok" or "they're busy right now." I also noticed that very few other passengers were made to weigh both their carry-on and personal/cosmetic bags as I were. This horrible airline is the worst airline I've ever flown on in my almost 40 years of flying all over the world on so many other different airlines and I will never ever fly with this joke of an "airline" ever again. If you want professional and fair service do not ever fly with Air Asia! They're just a gimmick and a huge joke!

✅ Trip Verified | Kuala Lumpur to Guangzhou. The 2 year old A320 neo aircraft has a 186 seat configuration. The seats are quite comfortable, although legroom is quite small. The toilets at rear are very small. The taste of food is good. Our flight departed on time and reached Guangzhou 15 minutes ahead of schedule. Generally, we have no complaints on the flight.

✅ Trip Verified | Hanoi to Bali via Kuala Lumpur. Worst seats I have experienced in a plane. Be sure to choose a seat that's possible to recline. The distance between the seats are tiny. Me and my girlfriend got seats as far away from each other as possible. Asked if it was possible to get a seat next to each other but no. Even I saw later that there were two seats next to each other. The Airasia part in KLIA is also bad, really crowded and not many places to eat/shop.

✅ Trip Verified | Delhi to Bali via Kuala Lumpur. When I booked this low-cost airline flight online I saw no indication that the ticket did not include checked bags. I ended up paying $400 additional for checked baggage. Onboard the flight there is no free meal, no free water, no in-flight entertainment screen, renting a blanket is 10MYR.

Not Verified | I flew from Cengkareng Airport in Jakarta to Changi in Singapore. There are too many bad things flying with this airline. I paid about $250 for a two-way ticket Jakarta to Singapore. At the website, I had to pay an additional $30 for check-in baggage. When I checked-in, the female staff were rude. No greetings and pretending to be busy like I was invisible. And them the flight was late. Scheduled to depart at 11.20 am. At 12.30 pm the plane was still on the runway waiting for take off. As a result, the flight was late about an hour arriving in Singapore. I had a meeting at 4 pm on the same day and I was late and it was embarrassing because they thought I was not punctual. When in fact, it was caused by Air Asia. And then, when returning home, the staff in Singapore were rather mute. They just saw us, say nothing and kept working. Hello? Are you human or robot? Can you talk? Wow? They call Air Asia a company? Even a 1 star hotel in Singapore does a better service. I would say improve the service or good luck in the future.

✅ Trip Verified | Hyderabad to Mumbai with AirAsia. One of the worst airlines ever seen who doesn't care about customers and who keep delaying flights indefinitely. Never ever travel by this airline as your important schedule is going to be gone, 100% guaranteed. One of the most lowest grade airlines.

✅ Trip Verified | Hanoi to Kuala Lumpur. I had a 3 hour-ish flight with this one. The check-in was not really fast even though it's self-service and there are many security checks. The boarding time was delayed for roughly 20 minutes. The food I had on the flight (teriyaki chicken rice and curry puff) was just average. The crew is quite young, they did okay service. Seats can recline, Legroom is terrible. The best thing you can do on this one is having a sleep. Don't choose this airline if you can afford any other options.

✅ Trip Verified | Kuala Lumpur to Kota Kinabalu with AirAsia. Poor airline with excessive seat rows and extremely tiny seats. Flights were delayed on both ways with no compensation. Delays were an hour and felt like the delays were somewhat on purpose for the airline to save money. When boarding gates, no personnel came to check details and everyone just stormed into the gate. This is by far the worst experience I ever had on an airline. Only travel on this airline if you like to arrive late to your destination.

✅ Trip Verified | Langkawi to Kuala Lumpur. The flight was delayed one hour due to late arrival of aircraft. A little rough in parts due to the weather. Cabin staff were humorous and that made a big difference.

✅ Trip Verified | Kuala Lumpur to Denpasar. It was a flight delayed about one hour. The flight was comfortable and I slept a little. Did not purchase anything as I was not hungry. We arrived in Bali around 1:30am one hour late.

✅ Trip Verified | Sibu to Kota Kinabalu. I miss the flight due the aircraft left 13 minutes before scheduled departure time. When approached the ground staff the only explanation they gave me, “is very common” so is my fault that I miss the flight. I had to reschedule all my appointment and pay extra for a new ticket. The worst experience by far.

✅ Trip Verified | Bali to Bangkok. Chaos at check in counter in Bali! The counter opened late and passengers were nervous. There were many flights leaving around the same time, passengers from earlier flights tried to skip the queue and go first making other passengers furious. There were no sign indicating which flight should check in first and which flight later, so passengers clustered everywhere in front of check in counters. Very unpleasant experience.

✅ Trip Verified | Bangkok to Hat Yai. Lack of standard among ground staff. I pre-purchased 20kg of sport equipment baggage aiming to cover 2 bags of mine. (The combined weight of my 2 bags was 18kg.) A ground staff told me that I could only check in one bag and had to hand carry my other bag. Her reason was that the other bag could not be sport equipment! I've traveled with sport equipment several times with AirAsia, but this was the first time a ground staff refused to check in both bags because such staff believed that my other bag could not be sport equipment! I wonder why other ground staff from my previous flights never had a problem with me..

✅ Trip Verified | Bali to Seoul via Kuala Lumpur. AirAsia sent us an email the morning of our flight stating that they pushed back our departure. We contacted the customer service chat and tried to resolve the issue. The initial agent said that they would put us on an earlier flight out of our current location, however, they failed to provide us a case number. Additionally, they stated that the flight change would be processed in 2 to 3 hours, which is ridiculous. We had to contact a second customer service agent through their chat service. They then provided us with our case number but reiterated that they could not expedite our flight change any faster than the 2 to 3 hours quoted by the initial agent. When we asked if there was a number we could call the agent stated that they are in the process of closing all of their call centers. They did nothing to ease the stress of having a last-minute flight change that would make us miss a day of work. This was unhelpful and led to the last few hours of our vacation being stressful and having to re-arrange multiple plans. Definitely not good customer service.

Not Verified | Kuching to Kuala Lumpur. I arrived at the Gate 4 at the Kuching International Airport at 9.20 this morning (12 Sept 2019) for the 9.30 Kuching-KL flight, but the push-back for the plane had already taken place. The ground crew gave me an excuse as to why the plane departed 10 minutes earlier than scheduled. Consequently, I had to purchase a later flight (10.50 Kuching-KL flight) at a cost of RM349. If the plane in actuality departs 10 minutes earlier, then the Airline should state inform passengers that the flight was scheduled at 9.20, not 9.30 am.

✅ Trip Verified | Hanoi to Denpasar via Kuala Lumpur. Customer service could not have been more unhelpful. We had credits towards a flight that “due to a bug in their system” they weren’t able to apply to our flight. Which is questionable - why should we pay for their error and incompetence? Every time we tried to rectify the issue we were issued a new agent and new complaint number and had to start from scratch every time. In the end, they said they were working to applying it towards our flight but it could also be used to pay for baggage. Of course the problem was never resolved, so we assumed we could at least check our baggage using our credits. Wrong. Apparently there is no systemic connection between the people at the air Asia counter and the customer service people online. The people at the counter were unhelpful at best. Ultimately, the customer service online system and the physical counter at airasia are somehow not linked. Very advanced system! We were told we had to request online 4 hours in advanced of the flight to use the credits towards our baggage. Of course this was not mentioned by customer service online. The people behind the counter were very rude and condescending and made no attempt to resolve the problem other than to tell us to contact online customer service - the same folks who had not responded to any of our recent inquiries/ noted we could just apply the credits to our baggage for our next flight. I have had the shit beaten out of me by a bunch of meth heads, and I preferred that to dealing with air Asia’s customer service.

✅ Trip Verified | Kuala Lumpur to Jakarta. Flight was delayed by 6 hours and AirAsia could not accommodate me getting on to another flight. I was travelling for a specific event which I could not miss, so I had to purchase another ticket on another airline at KL airport. AirAsia could not be more unhelpful and told me to go through their AVA chat line to request a refund for my missed flight. I did - only to find out that my case was never recorded. Just tried to process the refund again and ran into technical issues. The ordeal was extremely stressful and expensive, and their customer service is a joke.