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 952 reviews
5/10
3 star Skytrax Rating
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2/10

"the flight attendants were unfriendly"

(Australia)

Flew AirAsia from Siem Reap to Melbourne via Kuala Lumpur. Every flight to get to and from our final destinations were delayed, causing us to miss our connecting flight and having to be put on one 10 hours later, with no offer of hospitality we had to ask for a hotel to get some sleep and the assistant then took 2 hours to actually walk us to this hotel. When it was time to fly, our flight yet again was delayed, and our gates were changed without notification forcing us to run from from one end of the airport to another, the flight attendants were unfriendly and to finish it off our bags were lost.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteREP to MEL via KUL
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"wasn't cleaned up at all"

(Malaysia)

I flew AirAsia from Kuala Lumpur to Senai Airport, Johor Bahru. The cabin was awfully dirty. Somebody spilt rice all over the floor of Row 10, but it wasn't cleaned up at all. My friend who sat on Seat 10F opened his meal tray and absentmindedly put his phone on it, only to find that AirAsia hadn't bothered to wipe the tray either. Although AirAsia is a budget airline, and this was a domestic flight, I still think that this is not acceptable.
AircraftA320-200
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteKuala Lumpur to Johor Bahru
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
7/10

"it wasn't too bad"

(Taiwan)

This was my first time using ArirAsia, I booked a return flight from Kuala Lumpur - Bangkok. The flight was delayed by an hour on the way to Bangkok but this wasn't really a problem as it was an early morning flight so couldn't check in to my hotel anyways. We boarded the plane and it was clean and staff were welcoming. We arrived at Bangkok a little later then expected. On our return flight we ran into a few problems, upon arriving at the airport in Bangkok the flight was being showed as delayed and when we were checking in the staff informed that the flight was delayed due to a late departure from it origin airport. We sat in the terminal waiting for updates, one hour after we were supposed to depart we were allowed to board the plane and sat down in our allocated seats. The captain announced that the flight was going to be further delayed due to a faulty tire on the plane and it would take around 45-60 minutes to replace the tire. The captain kept us updated throughout the process, after roughly and hour we set off from Bangkok and were quickly in the skies. Thirty minutes into the flight I couldn't help but notice that the engine was making a very loud noise, it was a lot louder than usual. We circled the airport for around about thirty minutes when the captain announced we needed to re land at the airport due to engine problems. We landed back in Bangkok and were escorted to a terminal where we were told to await further instructions, we were given food vouchers while we had to wait and given the means to make calls. After a two hour wait we finally boarded and were on our way to Kuala Lumpur. We landed around five hours later than we were supposed to staff at the customer services were not very helpful and didn't really make and effort to understand passengers complaints. Other than the return flight it wasn't too bad and it was a budget airline after all.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKUL to BKK
Date FlownFebruary 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"rigid and inflexible"

(Philippines)

Friendly service, attractive staff, comfortable flight with AirAsia from Manila to Puerto Princesa. Customer service on the phone was helpful, but rigid and inflexible. After having a flight cancelled 2 days beforehand, I was unable to reschedule a flight back from Puerto Princesa for an arrival time to meet my international flight in Manila. As a result, I had to cancel all of my 3 flights back to the US, rebook my flight to Manila at 200% the rate that I originally paid, and then rebook all of my US flights. It was extremely inconvenient and AirAsia provided no leniency. I am fortunate have the finances to cover the extra charges, but it was a terrible experience to go through while on my one vacation for the year. However, online customer service options are ineffective, putting the customer first is obviously not any kind of priority (budget airline) and ability to reason outside of a cut-and-dry system is impossible.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Puerto Princesa
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"seat was comfortable"

(Singapore)

Flew AirAsia on AK702 from Singapore to Kuala Lumpur. Flight was on time and I got to sit the TuneTalk livery jet. Boarding process was smooth, seat was comfortable and the cabin crews were helpful. Refreshments are available for sale at decent price. Even though my flight was completely full, the cabin crews managed to serve every passenger well.
AircraftA320-216
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSingapore to Kuala Lumpur
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"the cabin was clean"

(Singapore)

Flew AirAsia, AK715 back home after a day trip in KL. The check-in queues were unexpectedly long although at least the check-in process was fast and I got my boarding pass easily. The flight was on time, seat was comfortable and the cabin was clean. Varity of food and drinks were sold onboard the flight. Overall, I enjoyed this flight experience.
AircraftA320-216
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Singapore
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"cancelled my flight"

(United Kingdom)

Terrible customer service. AirAsia cancelled my flight at 16 hours notice and offered a replacement on a different day. This obviously meant I had to rebook on a different airline at short notice to get a ticket on the correct day, which cost me a lot of money. Getting a refund is impossible because there is no one to speak to who will offer to help on this issue, even though it seems to be quite common. I keep getting told to send a Tweet or go to an online chat forum which simply never works.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Bangkok
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"awful customer service"

(United Kingdom)

I bought a premium flex ticket KUL-DPS-KUL, due to depart KUL at 1820. The afternoon I was leaving London to get to KUL I received a message advising the flight had been rescheduled to a 1405 departure time! (4hrs 15mins earlier). My flight from London was due to land at 1520 so there was no way I would make it. Because of the time change, I had to call AirAsia in Indonesia and explained the situation. There was a later flight (showing available online) departing at 2020 and asked to be moved on to that. Was put on hold for a long time to be advised they would have to charge me to do that and that I should try at KUL airport to change for free. Upon arrival in KL, the later flight was full and was advised I was rebooked at 1030 the next morning. Also flew DPS-KUL-LGK - had to wait 45 mins for bags to arrive in KL and check in again. Air Asia's online system wouldn't let me do KUL-DPS-KUL-LGK-KUL as 1 booking, so had to make separate bookings, and the handling agent in DPS couldn't thru check my luggage to LGK. DPS-KUL three passengers upgraded themselves to premium seats and the crew didn't move them back to their original seats. LGK-KUL crew didn't even leave the galley - no service at all - they blamed the turbulence, even when the Captain announced it was a smooth flight. Good value for money but awful customer service.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKUL to DPS
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
5/10

"there was priority check-in"

(United Kingdom)

I booked Premium Flex with AirAsia from CGK to KUL which were the best seats available on this flight and considerably more than Economy. The price includes a meal which I did not particularly want neither did the two people travelling with me. However a meal came with the flight - I was not impressed with the plastic spoon and fork to eat it with or having to pay extra for a cup of tea. Premium Flex promises Priority Check in and Boarding, at Jakarta there was priority check in but not boarding and boarding was the usual mad rush. On return flight there was no priority Check in or priority boarding. As far as I am concerned I was mis-sold these tickets. I tried AirAsia just to see what they were like as I normally use other airlines and I fly very often many thousands of miles but will never use them again.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteCGK to KUL
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
7/10

"arrived ahead of schedule"

(Malaysia)

This is my second flight on AirAsia. Flight from Kuala Lumpur to Banda Aceh (AK423/15NOV) was about 75 minutes and was uneventful. We were 23 minutes late in departing but arrived 5 minutes ahead of schedule. I was seated in seat 22D and it was very tight. My next Air Asia flight, I will pay extra for the Emergency Exit seat for comfort.
AircraftA320-200
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Banda Aceh
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes