AirAsia Reviews 

If I could rate zero stars I would. Pay whatever the difference is to book through ANY other airline. These guys are cheapest because they SUCK. No customer service, just a stupid useless AI chat bot. It couldn’t possibly be worse. Good luck getting an entitled refund.

Booked Melbourne to Bali for August 26 back in April 26. In May 26 got told flight was cancelled and we could have a full refund. Still waiting for refund in June 26. Fighting with AirAsia's online chatbot with no success. Elevated to transaction dispute through our bank. Beginning to feel like that money is gone forever. Never again. Don't book with them.

This is the worst airlines ever existed. We paid 720RM(Malaysia) for 12kg luggage, and absolutely unprofessional, chitty-chatting personnel did everything to hold us and make us be late on our flight and squeeze the last penny out of us. Suddenly person behind counter became board officer and thoroughly checked every single page of my passport 3 times and spent 15 minutes to chat on whatsapp with someone to "make sure" that my passport was passable. Please just choose any other airline in the world and you'll have better experience. Even Wizzair, Spirit and Ryanair look like angels compared to those absolute predators. Skip, Skip, Skip at any cost!

Absolutely horrendous ! Will never ever ever book a flight with this company! When coming to Malaysia from Thailand my luggage passed everything. And on my way back to Thailand from KLIA 2 absolutely awful, this rude lady checked my luggage and told me it had to be checked in. It has never happen before, I will never book here. I’m really disappointed.

Wanted to apply for a refund for a cancelled flight! No contact details anywhere to be found as the AI bot was unable to find the booking! Ended up loosing money on a flight I didn’t even take!
Avoid at all costs!

It is a scam company.
I bought 2 tickets.
During the reservation there was an option for canceling insurance.
It spears thst those scsmmers intended to give refund only if they cancel the flight.
Never fly air asia.

I wish I could give 0 stars!!! Worst experience ever. Book if you only want to waste your money

Disappointing !!!!
I am a frequent traveller between Kuala Lumpur and Bali due to my business commitments, and I travel this route every quarter. Over the years, I have consistently chosen AirAsia because of its convenience and strong presence in Kuala Lumpur.

However, I am increasingly frustrated by a recurring issue: almost every time I book a flight on this route, the schedule gets changed.
Morning flights are often moved to late evening departures, and early morning return flights from Bali are frequently rescheduled to the afternoon.
These changes significantly disrupt my business plans, meetings, and productivity.

Time is money, especially for business travellers. While I understand that operational changes can happen, what is disappointing is the lack of accountability or consideration shown to passengers affected by these delays and rescheduling.
A complimentary meal, refreshments, or even a gesture of goodwill would go a long way in showing that AirAsia values its customers' time.

My most recent flight from Bali to Kuala Lumpur was particularly disappointing. I was feeling unwell with a mild cold and was travelling alone. I politely requested an aisle or window seat as I was uncomfortable sitting between two male passengers. Unfortunately, my request was not accommodated, and I was assigned a middle seat between two gentlemen on a completely full flight.

What added to the frustration was that even basic drinking water was not provided. I had to purchase it onboard despite not feeling well. This is not about the RM4 cost of water—it is about customer care and empathy.

As a loyal customer, I would like AirAsia to consider the impact that repeated rescheduling has on passengers. When flights are frequently delayed or moved, travellers bear the cost in lost time, disrupted plans, additional expenses, and unnecessary stress.

I hope AirAsia takes this feedback seriously and looks into ways to improve the experience for frequent travellers. Reliability, communication, and customer care are just as important as affordable fares.

Thank You

Cancelled r/t flight KL to L'don, but wont refund outward leg cause they dint cancel that one.. so, errr, I'm supposed to swim back?! Same airline cancelled an Indonesia domestic flight and 6 weeks later still no refund. Zero human contact possible via any means, only useless chat bot. So yes cheap but here's a question: if this is how they treat they people that pay their wages, how do you think they treat their ground staff, maintenance people, pilots an crew? And then, anyone remember MH370. For me - its never again worth the extreme hassle, frustration and increased risk of potential loss of life from a combination of blindingly obvious incompetence and penny-pinching just to save a cpl of hundred $.

I would not recommend booking flights through Booking.com / Gotogate.

I purchased a ticket that included a paid flight change option. When I needed to change my flight before departure, I spent more than a week trying to get assistance.

Booking/Gotogate repeatedly directed me to AirAsia, while AirAsia repeatedly directed me back to Booking/Gotogate. As a result, no one took responsibility for processing the change request.

The most frustrating part was the lack of effective customer support. It was extremely difficult to reach someone who could actually handle the issue, and when I did, I was simply passed from one company to the other.

Despite multiple contacts before departure, I was unable to use the flight change option that I had paid for.

In the end, I lost my ticket and received no practical solution.

Very disappointing customer service and poor coordination between the travel agency and the airline.

They lost my luggage, and when they returned it, i asked if they could give me the name of the business which bring it to my hotel . They left my messages in seen 5 times and never replied. So un profesional honestly.

I booked flights involving AirAsia / AirAsia X as part of a Seoul – Malé – Seoul itinerary.

AirAsia later confirmed in writing that my original D7 505 ICN–KUL flight and D7 504 KUL–ICN flight were cancelled and reassigned to the next day. I did not request these replacement dates, and I did not accept them.

This was not a minor inconvenience. The original ICN–KUL flight was part of a connected Seoul – Malé itinerary. Moving the first flight to the next day made it impossible for me to take the original KUL–MLE flight. I cannot teleport to Kuala Lumpur to catch a flight that departs before I arrive.

AirAsia also previously confirmed in writing that although the KUL–MLE–KUL flights may still operate as scheduled, they are not actually usable on the original itinerary because of the impact of the connecting flights.

Despite this, the booking may still appear active because replacement flights were assigned after the original cancellations. This created serious confusion with the travel agency. A booking showing as active does not change the fact that the original flights were cancelled and the original connected itinerary became unusable.

I find it unacceptable that flights can be cancelled and reassigned to the next day without my consent, while the burden of fixing the broken itinerary is pushed onto the passenger and the travel agency. If the airline cancels the original flights and the connected itinerary becomes impossible to use, the passenger should not be left fighting between the airline and the travel agency for a proper refund or resolution.

AirAsia should clearly notify passengers when original flights are cancelled, clearly state that replacement flights were assigned without passenger acceptance, and provide proper documentation and refund support when the original itinerary becomes unusable.

Very frustrating experience. The communication has been confusing, and the handling of the disrupted connected itinerary has been extremely disappointing.

Just staggering. Flight delayed by 48 hours over a week ago (who does that?!?) but absolutely no support at all. They say we can reschedule in the email but we just get sent through the spin of the worlds worst ai chat bot who says no live agents are available

Absolute joke

They cancelled our flight AK46 and provided us with absolutely no support to reach our destination, resulting in hundreds of pounds lost on new flights. They refused to give us any information or book us onto a new flight. This was a while ago now, and still no refund for the cancelled flight. I understand delays and cancellations happen, but it was the lack of customer support, communication and leaving us stranded with no idea when or how we’d reach our destination.

I travel between Singapore and Malaysia frequently (over 15 times now), and my journey yesterday (26 May 2026) showed a massive contrast in service quality.
​To start, Singapore Immigration was world-class and the absolute best—fast, efficient, and professional. Unfortunately, the AirAsia ground experience at Changi T4 Row 5 did not match that standard. The female check-in staff member was highly unprofessional and rude. She intentionally made my family wait for a long time for no valid reason, showing completely zero empathy even though my 4-year-old daughter was crying.
​Thankfully, the rest of the trip was excellent. The AirAsia plane was nice and clean, and the cabin crew and other staff were great and friendly. Arriving at our destination was also a pleasure, as Malaysia Immigration was very smooth and welcoming.
​AirAsia has a great onboard team and product, but management really needs to address the poor attitude of their ground staff at Changi Airport.

This airline is the scum of all the airlines. I don't know why they're even allowed to operate. Unfortunately there is no zero points that can be given to this company. I will definitely try to avoid this company like the pest in the future.

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 !!!