AirAsia Reviews 

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

DO NOT GO
The plane was absolutely filthy and they couldn’t even plan the luggage capacity for the plane so we got delayed for 1hr I was lucky that I even got an actual flight not a scam. They couldn’t even clean the plane on a overnight flight the seats don’t recline and there was sticky sauce and crumbs all over the seats the toilets were broken and it was the worst experience I’ve ever had the plane was practically a flying metal shell with no function terrible customer service and the chatbot is a ai generated robot dumbass the who can’t even speak a proper word to save its life, there was also human shit smeared on the toilet lock terrible experience never fly dirty plane no reclining I will never fly again.

Do not use this company. They cancelled our flight and will now not co-operate with our travel agent to give a refund. All customer service is done through a chat bot which is infuriating! Do not be fooled by cheap prices, it's not worth the stress.

They charge me 88€ for 2kg 😑
Just because the plane was empty
worst company ever

The worst service i have ever dealt with.
Change our flights a month before flying out.when asked for a refund on one of flights would not help at all. Had to miss our flight to be able to arrange a refund and out of $800 flight received $191.46 back with no explanation on where that figure came from. Chat with the ai bot is the only option and what a load of crap that is. Wont fly with them ever again

Unfortunately, I didn’t have a good experience with AirAsia on flight Z2310. My booking confirmation clearly listed personal items and carry-on bags as separate allowances. However, at the airport, our personal bags were included in the carry-on baggage weight, which caused us to exceed the limit. As a result, we were required to check in one of our bags. The baggage allowance shown during booking was not clear that the personal item would be weighed together with the carry-on bag, making the experience confusing and stressful. I hope AirAsia can make its baggage policy clearer to prevent other passengers from experiencing the same issue.

they cancelled the flight over a month ago and sent me a message saying refund had been initiated, now 1 month later i am still waiting for my money,

As a French citizen residing in Buriram province, Thailand, I regularly used Air Asia for my flights between Buriram and Bangkok. Following the events in the Middle East, Air Asia cancelled a number of flights in April, offering either a flight exchange or a refund. I opted for a refund. The airline emailed me requesting my bank details, and since then, nothing except for an attempted scam on WhatsApp by people claiming to be from Air Asia customer service. Air Asia doesn't have a phone number for its customers, just an automated system on the app that considers the case resolved. It's resolved in principle, but not in practice. I'm very disappointed with Air Asia. All this for the exorbitant sum of almost 60 euros.

Buy at your own risk. No customer service support after sales. You will have to talk to a unhuman bot name askBo. Once paid, either you pray that your flight is flying as planned or you prepare to lose your money. Do not think of refund. It will never reach you.

This airline doesn’t even deserve a rating of 1! What an embarrassment of an airline taking customers money and then changing the flight around I have 3 cancellations with internal flights, and when I try and request a refund the BOT is useless ! I want to speak to a human not a dam robot that asks the same repetitive question I want a FULL REFUND DO NOT USE this RUBBISH airline

I had booked a flight by AirAsia on May 11. Then I have received an e-mail and text message that the flight was cancelled on June 16. They offered three options including refund. I started refund process. It is almost three weeks and there is no refund yet, even they don't give a proper timeline for refund. I would never book a flight by AirAsia again.

Much like others -- AirAsia cancelled my flight, and I've been waiting 45 days for a refund. Their automated chat assistant is useless. I was "connected" to a "live agent", but haven't received a single response. This is abysmal. I will never, ever, ever book with AirAsia again.

I've read countless stories from other flyers who have been waiting up to 3 years. At this point a Class Action could be taken out against this dishonest, thieving company.

If I could rate it 0 stars I would

I’d prefer to put nil stars discusting Airways We are still waiting on our cancellation refund which they cancelled Its been over 40 days they are saying up to 3 to 6 months I reckon they are making interest on my hard earn wages they are not the airways to do business with they are handballing this to booking .com who are just as bad playing games back and fourth no solution please don’t fly with these guys I’m serious No way of contacting them it’s the worst experience I’ve ever had my son booked these early for Bali for my 60 yo were are still waiting on a refund awful experience not professional my sons name is Nathan smith case number 6243084 reference - 40-875674784

Air asia is a reduced mobility, in need of special assistance and on wheelchair airlines.

At Surat thani airport, Thailand , we had 3-4 Kgs extra weight, which is no big deal but the CLOWN at the air asia counter behaved as if heavens have fallen and tore our boarding passes and asked us to sort the extra weight instead of informing us the charges for extra weight/kg and payment options.

Not only this, this air asia CLOWN on the boarding card wrote gate number 5, which one would usually associate with the gate from which the aircraft would be boarded! But gate number 5, was actually the immigration counter. This Clown "forgot" to tell us that, as in a lot of countries immigration is usually done from the last airport of departure from the country and we were flying domestic from Surat thani to bangkok.

All in all, air asia is in desperate need of special assistance!.