AirAsia Reviews 

SO BAD the seats are cramped with no space and the staff spit on the floor in the plane

AirAsia refused to let my wife board her Kuala Lumpur–Bangkok flight because of a small dent on the outside cover of her passport, even though the information page was completely undamaged. The staff claimed immigration would fine the airline, but we have traveled worldwide with the same passport on other airlines without any problems.

On another AirAsia flight from Bangkok to Cambodia, a passenger’s bag weighed only 7.2 kg, just 200 grams over the limit, yet he was charged $53 and forced to check it into the hold.

AirAsia also suggested that my wife buy another same-day ticket costing around $2,000. These experiences made the airline seem more focused on collecting extra money than providing reasonable customer service. Be very cautious before booking with AirAsia.

Despite checking in the day before our flight from Bali to Malaysia, they told us we couldn't take our carry-on baggage and needed to purchase extra baggage allowance. Due to an internet problem, the payment for the extra baggage allowance wasn't processed, causing us to miss our flight. We were then told to buy a new ticket and travel to Malaysia, where we could catch a flight from Malaysia to Istanbul. We bought another ticket, arrived in Malaysia, and were informed that because we had missed the first flight, we wouldn't be able to use the second flight either. Due to incorrect information, we had to buy tickets a second time from Bali to Malaysia and from Malatya to Istanbul.

A check in personnel, Bainthanizban T., solved our over baggage by giving us options and allowing us to decide with the information he had given us. So nice and kind.

"When flying from Chiang Mai to Bangkok with my family on AirAsia, the seat assignment we received was highly inconvenient, as the seats were spaced very far apart. Separating our seats while traveling with my mother, who is over 80 years old, represents incredibly poor seating management. I will never choose to fly with AirAsia again.

One of the worst flight experiences I’ve had.

The seats were extremely cramped, and the passenger in front of me would keep smashing their seat into my knees. The tray table was also dirty and appeared not to have been cleaned from the previous flight.

The worst part was how the crew handled a situation where I was already unwell. Before boarding, I informed the staff that I was suffering from severe food poisoning. At one point I used the toilet without realising we were approaching landing. Before the announcement to return to seats, flight attendants began knocking on the toilet door. I told them I was almost finished, but they continued banging harder, eventually unlocking the door and attempting to open it while I was still inside and I would have to force it closed.

When I came out, four flight attendants were standing outside the toilet giving me rude looks. Considering they were aware of my condition before boarding, the lack of understanding and professionalism was unacceptable.

I left the flight with sore legs, shoulder cramps, and back pain from the cramped seating. Between the poor cleanliness, uncomfortable conditions, and the way the situation was handled by the crew, this was an extremely unpleasant experience.

Worst airline I have ever experienced, cancelled my flights due to adverse weather (weather was fine), which made me stuck in Thailand for extra 3 days, they couldn’t accommodate me with my flights so they offered me a full refund and I had to book with another airline, since then I have been ignored and they have stolen my money, as soon as I mange to get through to a live agent I am completely ignored or the agent just ends the call before any discussion, please do listen to the reviews you see here and do not book with them, when your in the airport check the cancellation of flights on the flights board you will see almost all cancelled flights are air Asia, they are a scam company who will do anything possible to take your money and not return it.

This is by far the worst airline I've ever flown with.

This air line is one of the worst I ever seen they are just looking to make money out of your lagged I didn't buy anything in philipines when traveling from Bangkok To cebu. now traveling back to Cambodia same bag same weight they're changing $95 because she said is the right size but a little over weight just be careful they're not here to help none one but them self..

There's practically no way to contact them. They have an AI bot that wasn't helpful at all, for my issue and... that's it. If AskBo doesn't work, which is very probable, you are totally alone with no help on any issue whatsoever.

The worst airline company all over the world

Our experience with AirAsia has been extremely disappointing and resulted in significant financial loss and disruption to our holiday.

Our journey from Vientiane to Da Nang was delayed by approximately 24 hours, forcing us to pay £108.28 for an additional hotel night in Vientiane. We had already prepaid £213.41 for a three-night stay in Hoi An, meaning the delay caused us to lose valuable time from what was already a short stay.

Unfortunately, the problems didn’t end there. Our direct AirAsia flight from Da Nang to Bali was then cancelled at a late stage, forcing us to purchase replacement VietJet flights for £278.18. The replacement journey required us to leave Da Nang almost a full day earlier, travel via Ho Chi Minh City and endure an overnight layover of nearly seven hours. This caused us to lose even more time from our prepaid stay in Hoi An.

To make matters worse, we were charged an additional US$235 for approximately 8 kg of excess baggage in total. Our original allowance was 20 kg each and our bags weighed approximately 24 kg each. We had tried to increase our baggage allowance online in advance, but the option was not available to us, leaving us with no choice but to pay the significantly higher airport rate.

Despite travelling as a married couple on the same booking, we were also refused seats together.

The cumulative impact was unacceptable: a 24-hour delay, an additional hotel cost, lost prepaid accommodation, a late flight cancellation, £278.18 spent on replacement flights, US$235 in baggage charges and significant disruption to our entire itinerary.

What is particularly disappointing is the lack of flexibility and support shown despite the scale of the disruption we had already experienced. We are now seeking reimbursement and a fair resolution from AirAsia.

Based on our experience, I would be extremely cautious about booking with AirAsia again, particularly for a multi-destination itinerary where a delay or cancellation can have serious knock-on effects on other prepaid travel arrangements.

This must be the worst Airline in the world, never book with them.

1. The platform is super old and really bad.
2. The customer service is 0 and they never know what to do
3. Their AI bot is already stonage quality and super bad.

Its like a 5 year old have built their systems.

By far the worst air line I’ve ever used. Very anal with every kilo you check in/carry on (excessively anal unlike other airlines who have some leniency), airplane is tiny and so squishy, staff are rude and the only air line that doesn’t offer boiling water free of charge. They have taken budget airline to a new level. I would definitely pay the little extra and book a proper airline. Never again

We just wanted to move our booking date fo a few days later, happy to pay the difference in cost, now they are adding on extra luggage that we already paid for $600 they are making us pay twice? No assistance, no option to change the extra carry on for a check bags, no option to cancel the extra luggage all together, BO is a clanker, don't book them, i know the cheaper option is enticing but they will squeeze you.

rating 1/5
experience 1/5
customer service 1/5

TW: opinions ⚠️
My mom and I went on Air Asia for the first time to visit relatives overseas, and we were beyond disappointed. We went out of our way to pre-book the odious tickets online (EVERYTHING needed to be pre-booked, even blankets), and the passengers were treated like animals. It’s pathetic, literally everything is money in that stupid airline. For example, we were prohibited from bringing water to the plane, so we tried to buy water from the assistant guy. He was like “Oh! You can’t pay with Apple Pay or debit card or this or that-“ that’s ok, it was a valid decline. Mind you, this was a 4 hour flight with no water- and the plane environment was dry as hell. So we asked if he could exchange AUD for their currency, the guy couldn’t find change so he wouldn’t give water to us. In the end, he had to resort to getting a paper cup and pouring tap water for both my mom and I, and curtly made it clear we cannot ask again for water. Well, that’s a bit ridiculous, seeing that water is a basic human need, and they wouldn’t sell it to foreigners- help. In my opinion, bottled water should be provided in all planes, as dehydration is a health hazard and a risk to physical wellbeing. I know it’s not up to me to decide, but it is the most reasonable choice- everyone deserves basic human needs as it is their right. Furthermore, another pathetic feature of this airline is the attitude of the Cabin Crews and staff. I have no personal problems with them, but the way they treat us is absolutely outrageous. During the exchange flight, my mom asked a cabin crew (CC) if our plane was boarding because on the board it said the gate was opening, yet our flight is still to commence until an hour later (via our manual tickets). My mom asked if our plane was leaving now and the CC said “no”. Oh okay- but the board says otherwise. So she double checked and asked for the plane number, which the CC snappishly said 1010 when it was 0101. I’m not sure who hired these people, not only can’t they read or string up a few sentences without glaring at someone, but they speak way too quietly. I understand they’re serving hundreds of people a day, but they can’t disregard everyone like that- we did nothing wrong. The first thing that should come to mind to the CC are common decency, not some “Round you Quiet to the Nearest English” ah explanations. How do these people drive to the airport in the first place, if they can’t even read a ticket properly?
Furthermore, there are no TV’s in this plane. This might be a controversial subject, but the Air Asia web clearly does not state that there is no televisions in the plane which they genuinely should so that bookers are informed beforehand so they do not end up on that airline.

I selected and PAID for a seat and those clowns just changed my flight and the seat selection didn't transfer!! They neither gave me my money back, nor allowed me to select a new seat for free!! Thieves and liars!!!!

AirAsia damaged my checked baggage and refused to compensate for the repair. Don't trust this airline with your belongings. Do yourself a favor and fly with a reputable airline instead.

⭐☆☆☆☆

My family's experience with AirAsia at Pontianak Airport was one of the worst customer service experiences I have ever had.

The staff member who identified himself as **Hasballah** treated our family with very little respect or empathy. We were travelling with three children, and instead of clearly explaining all available options regarding our slightly overweight cabin baggage, we were immediately presented with an extremely expensive excess baggage charge. Only after I refused was a much simpler and less expensive solution offered.

This approach felt completely unethical. Presenting the most expensive option first while withholding cheaper alternatives until a customer objects seriously damages trust. It gave us the impression that maximizing revenue was more important than treating passengers fairly.

**If you are flying AirAsia from Pontianak, be prepared to have your cabin baggage checked very carefully. My concern is not the baggage rules themselves, but the way they were enforced. Passengers should be informed of all available options from the beginning, not only after rejecting the most expensive one. Fairness and transparency should always come before maximizing charges.**

The situation became even more upsetting when, after my son politely asked for the employee's name so we could file a complaint, Hasballah approached our family aggressively in the immigration area. As a parent, I felt I had to step between him and my child. No family should experience that while travelling.

I later submitted a detailed complaint to AirAsia, but their response ignored the most serious concerns and simply repeated the airline's baggage policy instead of addressing the employee's conduct.

Rules are one thing. Respect, honesty, transparency, and professionalism are another. Sadly, our experience showed a complete lack of all four.

I cannot recommend AirAsia based on how my family was treated at Pontianak Airport.
Booking Reference: QD663J
Flight: AK1782 — Pontianak to Kuching
Date of Incident: June 10, 2026

Booked a flight from Manila to Tokyo start of the year, was trying to do online check in for my flight and found out that our flight was cancelled. NO Communication & refund will take 30-60days to process. AVOID AVOID AVOID