AirAsia Reviews 

worst customer service ever experienced. I will never booked this Airline to fly. i cant even put into words how bad their service is and miss my flight from KL to Kuala Terengganu my flight from SGP to KL (1:35pm landing KL 2:40) & from KL to Kuala Terengganu flight is 4:10pm I believe we got enough time to check in but when to the counters to check in there say that check in is aready close waste my money end up the flight delay almost 45min…..

worst customer service ever experienced. do not fly this airline they will never get back to you. i cant even put into words how bad their service is

Absolutely disgusted with AirAsia and the way they treat customers dealing with medical conditions and urgent refund requests. What should have been a straightforward and compassionate process turned into weeks of stress, conflicting information, delays, and zero accountability. Customer service was cold, dismissive, and impossible to deal with. Every response contradicted the last, and no one took responsibility.

Trying to resolve this while already dealing with health issues made the experience even worse. Instead of support or understanding, I was met with generic responses and constant runarounds. It feels like once they take your money, customer care no longer exists.

The Airline Ombudsman seriously needs to investigate AirAsia’s refund handling, customer treatment, and compliance processes because no passenger should be treated this way — especially vulnerable people facing medical circumstances.

I would strongly warn others to stay away and think carefully before booking. If something goes wrong, don’t expect empathy, transparency, or proper assistance

worst ever experience for airline!!!
Suppose to flight from singapore to KL to reach at 2.45pm and the pilot announced that it has to flight back to Johor for landing due to bad weather condition(the weather was crystal clear) when we have reached KL for landing!!!
at 3.42pm we are struck in JB for fuel refilling now !!! horrible experience!!! we are not sure whether it is safe for us
worst ever experience airlineeeeee !!!

I definitely give negative marks if there is an option. The most useless and disappointing airline I ever had in my life! Frequent flights rescheduling. Totally and I mean totally useless chat bot! put some brain and improve your shitty service!

Super unhelpful and confused ground crew who knows nothing except say sorry and ask you to log complaint to chat bot with zero intelligence.

On the day of travel, I checked in within the stipulated time and was issued a valid boarding pass. I arrived at the boarding gate as instructed; however, to my shock, I was informed that the flight had already departed. This is extremely concerning, as a flight should not be allowed to take off while passengers who have checked in and hold valid boarding passes are still present and awaiting boarding.
What further emphasizes the seriousness of this issue is that I was not alone. There were approximately 10 to 15 other passengers in the same situation, all of whom had valid boarding passes and were equally confused and frustrated as to how the aircraft was allowed to depart without us.
This incident caused significant inconvenience, stress, and financial loss. Missing the flight disrupted my travel plans entirely, and no satisfactory explanation or immediate assistance was provided by the ground staff at the airport.

Extremely disappointed with AirAsia. My original flight D7 222 from Kuala Lumpur to Sydney on 1 July 2026 was cancelled only about a month before departure, even though I had booked the ticket nearly 3 months in advance. They gave me only two options accept a flight on the next day or take a refund. Since prices had already increased significantly by then, taking a refund would have left me stranded and forced to pay much more for a new ticket, so I had no real choice but to accept the next-day flight.

This caused major disruption to my travel plans, additional stress, overnight delay issues, and extra expenses. What makes it worse is the complete lack of customer service. I contacted them multiple times through AskBo, emails, and other platforms, but received no proper response or assistance regarding compensation or support. Their chatbot is useless and reaching an actual human feels impossible.

Very unprofessional handling of customers. Completely frustrating experience and definitely not the level of service passengers deserve. 1 star.

The most garbage Airline ever

Not even complimentary water was offered and you have to buy

Avoid this trash airline at all cost

Terrible customer service. Reschedule flights without consent and then charges you for cancelation or rescheduling the flight they changed it to .

I am not sure how air Asia are allowed to operate. They are a scam company!! They will cancel flights and change them to different ones which are way longer and have stop overs and will pretend you have the option to get a refund but will only get you to talk to a chat bot that makes it impossible to get your money back and their phone number is an automated voice mail that directs you back to the website to the chat bot! They stole my money and ruined my holidays!

I would give no stars if I could.

Their business model appears to be... Take your money, then cancel the flight. Make no effort to fulfil refunds in a reasonable timeframe (refunds to take at least a month) while being completely uncontactable and directing all customers to the worst chatbot in history, just to endure a little more casual frustration with no outcome.
On the subject of their finance rules....how about I book a flight and then take a month to pay for it? Reasonable? Didn't think so.

Just nothing right about anything.
Poor to bad everything!!!!

I don't have the energy to list it all but want to say book elsewhere.

Flyer be warned.

Checked luggage is 20 Euro. I needed to pay 50 Euro and they told me so late that there was no option. Was eat or leave. Iberia checked the same luggage in Madrid and it was 7 kg, now they told me 13 kg. The whole process not recommended. I travelled before with them but now it was the last time. Never again. Thanks Hui.

horrid, chatbot needs to eat led

IF YOU ARE AUSTRALIAN DO NOT BUY AIR ASIA BECAUSE THEY DO NOT COMPLY WITH AUSTRALIAN CONSUMER LAWS. THEY LIE AND CHEAT YOU AND THEY GET AWAY WITH IT.

Wish to register complaint for having to pay 3x for one flight. First I paid for a ticket in Australia online. In Thailand there was major holdups at the sign-in 5 computer systems to register personal details coming into the country, so was late for flight from Bangkok to Changmai. Did not have sim card to check how much Air Asia was charging me even though they said it was cheaper than what I'd already paid (wasn't). Unbeknownst to me they fined me for being late on missed flight, and charged for new ticket, so ended up paying 3x for one flight. I checked online airfares and assumed the Air Asia staff had stolen money from me. When I went back to confront them I was told that I was fined for the missed flight. Never in my life have I heard of anyone being fined for missing a flight that they had already paid for! Air Asia is now officially worst airline imaginable.

they just cancelled my flight. impossible to speak to customer support, just a stupid chatbot that can not help with rebooking.

don’t choose this airline.
despite the low cost tickets, their policy rules are bad. I booked a 7 hour flight and no free meal was included! I have never had to pay for a meal in a long flight before. Even for 2 hours long flights, companies like China Eastern Airlines give you free food/snacks. Also, their plane had no screen on board (which is bad for a 7 hours long flight) and because the plane was half empty, I asked the steward to take one of the empty seats even for just one hour. He replied to me that I had to pay 1300 BHT to change seat during the flight, which is crazy in my opinion.
Also we departed 40 minutes later than scheduled and arrived almost 1 hour later, reason why I had to cancel some of the activities I had planned for that day

bad nothing works could not even delete my account very bad everything

They promisted to get the refund, but I didn't get it since 3 months!!!
STEALERS!!!!
CHEATERS!!!!