AirAsia Reviews 

My recent experience with AirAsia was incredibly frustrating. The check-in process was a total nightmare because of severe understaffing at the airport counters.

There were far too few staff members handling a massive line of passengers, making the wait feel endless. To make matters worse, they enforced extremely strict baggage allowances with zero flexibility or consideration for customers.

Waiting forever in line only to be met with rigid service shows a total disregard for passengers' time and comfort. AirAsia seriously needs to fix their airport operations and properly staff their counters!

**1 Star – Worst airline and customer service I've ever experienced.**

Our flight was cancelled by AirAsia, and we requested a refund immediately. It's now been over **two months**, and we still haven't received our money.

Trying to contact customer service has been incredibly frustrating. Every interaction has been unhelpful, and no one seems able to provide a clear answer or resolve the issue. The live chat with **Bo** is an absolute joke—it goes in circles and makes it almost impossible to speak with someone who can actually help.

Keeping customers waiting months for a refund after cancelling their flight is completely unacceptable. Based on this experience, we have lost all trust in AirAsia.

We will never fly with AirAsia again, and I would strongly advise others to think twice before booking with them.

I been try to call the customer support,but all the number no response. Chat in the chat box, the machine didn’t give the answer that I need… try to get the office address in Penang, I did get it…the the issue when they use only ai to respond the problem…

Worst experience with check in and long haul flight ever! I tried to check in online and could not proceed past landing page online or in app as it did not recognise my booking number & flight number combination. The only option was to check in at airport. Just as I was leaving for the airport I got a WhatsApp message that my flight was delayed by 2 hours as extra technical checks on the plane was required & I should review email they sent me re options. No such email came until after that flight was complete. I could not get any information online or in the app because it did not recognise my details and there is no phone number to call. I had no choice but go to the airport. Because I could not check in online I was randomly allocated seats for the 3 of us travelling & we were not sitting together. All other low cost airlines I have used can at least manage that. When we went to board the first leg flight we saw passengers alighting from the plane we were about to get on - ‘technical issues’ or just late? Because the first leg was late we had to literally run to connecting flight and had no time to purchase food or drinks before boarding the connecting flight. AirAsia does not even provide complimentary water. For an 8 hour flight! I was sat next to the largest man on the flight & the seats are so small & cramped I was pushed into the aisle & then bashed by every person that passed by and my knees were jammed into the seat in front. Terrible. Will not use again.

I have booked a flight to Vietnam from Phuket to ho chi mihn city and back this December. I paid £179.00 the flight is via vietjet. I have a booking number but no pnr number? Therefore I can’t access vietjet website and will AirAsia booking number no access.Also AirAsia automated support does not recognise my booking number? I have been well and truly scammed? Please don’t fall victim to this scam every body out there please? AirAsia and vietjet Robbers. Mr Anthony Kelly. Mug.

If I can give zero I give zero, please dont buy anything from Air Asia, thief, it has been almost 2 months they are not responding to the refund, booking failed but money deducted, no responsibility. This is very cheap company, they only have bot and reaching acting expensive uneducated CS is really annoying, keep on repeating the questions while all case has been there. this company is really problematic. I willl never use you and I will ensure to report this to Ditjen PTKN

Not worth a star! PEOPLE, LISTEN UP, IT IS A SCAM AIRLINE, BEWARE!!! I have pre-book flight for my helper. However, paid extra for allowing flight change and cancellation. Also paid all the meal, seating and insurance. Tired to change the flights to further dates. The system prompted only has business class available, so to change flights, had to upgrade and pay the business class top up. Then, I tried to booked via as a new customer, plenty seats available. It is obviously a scam airline beware. Later, I tried to use the stupid AI "Bo" system did nothing, all it does is repeatedly as the "what is your booking" and " expressed he can help" but nothing can work out. I asked to speak live chart agent, he connected but waited for hours, still nothing happen. Challenge the "BO" brainless AI, he block me for no further support. Tried to cancel the flight, it just said you system is disabled unable to cancel flight. SO PEOPLE, LISTEN UP, IT IS A SCAM AIRLINE, DONT EVEN TRY TO ATTEMPT AND DUMP IN A CENT TO THE AIRLINE SYSTEM, YOU WILL NOT GET IT BACK EVEN HALF A CENT.

NEVER, NEVER, NEVER again. I was looking forward to my hiking trip in Thailand. Until Air Asia did not just cancel my flight, but then thought I should fly two days later, with 24 hours in Kuala lumpur between my segments, and NOBODY TO TALK TO. Bo.... what complete and utter garbage. I AM OVER THIS AI FARCE. Your AI does NOT understand my frustration, because they don't give a hoot about me or my life. And obviously nor does anyone at Air Asia. If there had at least been the option to log into the booking and make the changes myself, then I might have been able to bring the flight FORWARD. Why on earth would anyone want to arrive two day LATER than they originally booked. OVER IT.

Those geniuses put the wrong passenger info by default for my booking, like not full name and wrong nationality. Then it doesn't let you update that on online check-in. Then tell you the only way is to contact their broken bot. That bot is unvalaible on the desktop version (a 10 years old kid using chat GPT could fix that but ok), then i used the mobile app, the bot then tells me that he can't modify my info because i have an employee benefits booking (???) then i insist to talk to a live agent and get blocked for "violations of their policies".
I hope someday anyone can explain me how a companies worth hundred of millions can but such a catastrophic on something as easy as just a basic online check in.

We are buying ticket from Malaysia. To Indonesia with filght QZ-211 on 25 July.
The filght supposed depart on 20.45.

Suddenly it delay until today 26 July on 20.45.

As one of passenger, we are very dissapointed with the way Air Asia manage this incident. Lack of coordinate and harmfull to Air Asia credibility.

Such big airlines, cannot find a jets to serves entire passangers and just let it delay to amother delay to send people to their home and family as soon as possible.

Looks like Air Asia only priority their own profit by consolidating lowest cost above their credibility.

Shamefull.

Iritating and very dissapointed.

Even now at 3.10 PM, the new schedule of delay has been eacalated to 12AM.

If we want to speed it up earlier flight, no guideline at all, passanger was lef alone to think and solved themself, what a service.

Sick air flight.

Now, my family has to walk here and there just to do our own to get earlier flight which is unavailable and and unattended by Air Asia.

What an ignorance air flight

The worst airline ever to book with we booked to go to Bali in October and they’ve cancelled our flight three times the last time they cancelled it they said they cancelling and there will be no more flights until further notice. Trying to get my refund now since June 21 I’ve been trying to get my refund nothing Speaking to the robots useless not helpful at all if anything please do not fly with this airline they don’t pay you back your money they give you the option to get a refund, but actually, they don’t give you back your money . They keep on dragging the process.

I had a very disappointing experience with AirAsia Duty Free.

My order failed, but my credit card was still charged. I provided screenshots clearly showing that the transaction was completed, not pending, yet AirAsia repeatedly replied with a generic response saying the payment had failed in their system and that they had not received the money.

They simply told me to contact my bank. My bank confirmed they cannot do anything unless I report it as an unauthorised transaction, which would require blocking and replacing my credit card—all because of AirAsia's payment issue.

Instead of properly investigating the payment or checking with their payment provider, they refused to take responsibility and kept sending the same template response.

Very poor customer service. I expected much better from a company of this size.

Horrible airline!!!
My flight was canceled due to the war in Abu Dhabi, so I asked for a refund. They lied to me for five months and ultimately gave me nothing back. They didn't even offer me a voucher. They stole my money and are living happily ever after. Horrible! Avoid these irresponsible thieves.

I experienced a serious issue with my booking that prevented online check-in. Despite identifying the problem and contacting AirAsia X for assistance, the issue was never properly resolved. I was ultimately left to handle everything myself, spending considerable time and effort trying to ensure I could travel.

What made the experience even more frustrating was AirAsia X's customer support system. The AI chatbot is essentially useless for anything beyond basic questions. It was unable to understand or resolve my issue, yet repeatedly prevented me from reaching a human agent who could actually help. Instead of providing support, it created additional obstacles during an already stressful situation.

As a passenger, I expected timely assistance and a way to speak with a real person when the automated system could not help. Unfortunately, neither was provided. The lack of effective customer service and accountability turned a manageable issue into a major inconvenience.

To make matters worse, the aircraft appeared to be in poor condition and did not feel particularly well maintained. The lavatory was dirty during the flight. I informed a flight attendant about the issue, but no action was taken. Cleanliness is a basic expectation on any flight, and it was disappointing to see this concern ignored.

Considering the fare I paid, I expected a much better overall experience. AirAsia X is often marketed as a low-cost airline, but in this case the price was not especially cheap, and the level of service certainly did not justify the cost.

Very disappointing experience from start to finish. Based on this experience, I would not recommend AirAsia X.

(2 days ago) 22 July 2026 Worst customer service you would expect from an airline. I had 2 flights with them one of the flight I was 10 mins late for check in and staff members wouldn't even bother yo help out. 4 adults tickets for 2 trips were missed just because they didn't wanna check us in after 10 mins of check in time. Ridiculous service Ridiculous issue solving by their staff. Not matter if it's cheap airline still they need to consider better treatment for their customer.

I am expecting compensation for 8 tickets that were missed because of lazy staff members who didn't care and value their customers.

The worst airline service I’ve received. Everything is slow, charged me ridiculously high for 2kg. Their checkin machines don’t work and the staff is rude. Also delayed my flight.

Absolutely terrible experience. Very long delay, staff provided no information to the customers, very poor overall service.

Zero star. Horrible experience. What a shitty airline, I have been fighting for my refund since May 2026. I’m emotionally drained by their back and forth and different excuses every week, I’m so disappointed. It’s really a scammy airline using excuses to defraud customers. I will not advise anyone to book from this airline.

They cancelled my flight during the war and I opted for cancellation, they are now telling me that all their flight are non-refundable. Bullshit

Our flight got cancelled without any explanation and now we would like to change only the first leg of our flight. There are no options to do so, no contact details to speak to a real human to help us and absolutely no support at all. For an expense as large as a flight, there should be more support and help however there is absolutely nothing from the team at AirAsia. I will not be flying with this company again. Cheap airline but equally cheap support.

Air Asia Cancelled my flight as they stopped flying the route I was booked on and were therefore not able to offer me an alternative so they offered me a refund which I accepted. I have now been waiting 33 s=days for my refund and no sign of it. When you contact their customer service team their only explanation is that they are very busy and please wait longer. I have no idea when I will actually get my refund so will need to raise a chargeback with my credit card provider - very poor service all round.