AirAsia Reviews 

If you wish to contact them then the best you will get is a chat bot. They tell me that they have processed a refund however over 30 days later the funds are still not in the bank and guess what, I can only contact their chat bot. The bot tells you it is transferring you to a live agent and after a few minutes just disconnects. Then we start again.

Booked our Bali flights for a family holiday. The flights were changed by Air Asia due to geopolitical reasons, and in applying for a refund, four weeks later, no money has arrived back in our account. Very unhappy! This was our first booking with AA. Will never book with Air Asia again

Cancelled my flights, then they automated chat bot couldn't do a simple rebooking and bugged out. Finally got the option to connect to a human which I had to wait 40 mins for only for the human chat to bug out half way through. Rubbish Customer Experience

Do NOT buy a ticket through Air Asia. They will sell you a cheap ticket and then cancel after using your money for weeks or months. Then your left with no explanation, a changed flight which is completely out of whack with your accommodation and no other choice but to pay more than if you qent with someone else originally, flights have gone up now. The business is obviously a Ponzi scheme. Do NOT buy a ticket through air asia.

Shocking. Cancelled my return flights to Asia (when I have internal connecting flights already booked) three weeks before the due date. Have been fed conflicting and incorrect information. Waiting for a refund but it will not cover a third if the costs of new flights at this late stage.

I don't even want to give them a star not deserved. Cancelled flight making us miss two days of our trip and making us change our trip plans costing us more money. Also due to the cancelled flights and rebooked two days early then when checking in was charged baggage as they didn't honour our orignal bags we paid on our orignal tickets. over $300 for two bags less than 20kg each. No service at all on the plane not even a cup of water. What a joke of an airline. Will never use again and will tell everyone to do the same. Staff are rude and opprate like robots.

I am extremely disappointed with my experience with AirAsia.

I accidentally booked a flight for the wrong year while trying to purchase an urgent ticket for my father. He needed to travel the next day to visit my mother, who is currently sick and in the emergency room at the hospital.

I realized the mistake almost immediately and tried to get help right away. This was not a case of changing my mind or casually canceling a trip. It was an honest booking error during a stressful family emergency, and the ticket was completely unused.

Unfortunately, AirAsia showed an extreme lack of humanity and flexibility. I explained the situation, including the fact that my father needed to travel urgently because of my mother’s condition, but there was no meaningful help, no reasonable exception, and no real solution offered.

Losing almost 4,000 THB over a mistake reported within about an hour is already frustrating, but what hurts more is the complete lack of compassion in a serious family situation.

I understand airlines have policies, but there should still be room for human judgment when a customer immediately reports an obvious error connected to a medical emergency.

This experience has made me lose trust in AirAsia. I would strongly warn others to double-check every detail before booking, because if something goes wrong, even during a family emergency, you may receive no real support.

Booked flights via Expedia. Flights cancelled a week later. Was told by the Bot that I had to go through Expedia for a refund. Expedia telling me that I have to go through Air Asia. No response from Air Asia. They are nothing but thieves. DO NOT book with this airline, it is a scam

Despite having changeable tickets, their app would not allow us to do this. Tried to access their sales agents (their system kept cancelling the connection) and eventually their sales agents booked the wrong date. We had given the date in the chat but they made it for another month. Tried to resolve before they finished the session but they cancelled the connection. Outcome - had to buy new tickets. Never use air Asia. Please.

Update - sent a complaint to AirAsia and they have now advised that they have reinstated our dates (despite knowing what we want to do). If we want to change, we will have to go through their horrible ‘chat’ system with all of the stress.

would have to be the worst airline in history for customer service. they cancelled a flight said i could be refunded. all online process. need to wait 30 days. 30 days has come still no refund. im so frustrated as there were 7 of us that had to oulay extra cost to rebook with another airline. no happy

AIR ASIA ABSOLUTELY SUCKS. THEY ARE FRUSTRATING TO DEAL WITH AND THEIR CUSTOMER SERVICE IS ABSOLUTELY TERRIBLE. I KEPT GETTING THE RUNAROUND TRYING TO CANCEL A FLIGHT WELL IN ADVANCE. I AM STILL DEALING WITH THE ISSUE. THEY’RE AI IS INCREDIBLY FRUSTRATING TO DEAL WITH AS WELL. THEIR CUSTOMER SERVICE DOESN’T GIVE YOU THE RIGHT INFORMATION. THE AGENT I SPOKE WAS SAID THAT THEY DON’T HAVE A NUMBER FOR YOU TO CALL TO SPEAK TO A LIVE AGENT ABOUT AN ISSUE. AVOID A HEADACHE AND DON’T USE ASIA AIR AT ALL.

Avoid at all costs
All I want is a proof of no show for a flight we couldn't attend and the customer service is absolutely awful. Going to lose about £600 as can't claim through insurance without the proof.

Dumbest customer service ever: it took them 4 months to solve a simple log-in problem, so long that I could not claim my miles retroactively anymore. Unbelievable

A disgrace of an airline. Impossible to get anyone to respond to you, they have an AI bot that refuses to do anything more than the basic functions you can do yourself. Our flight was cancelled meaning we have to now pay for two night in a hotel and are out of pocket. We will also have a new flight with 12 hours stuck in the airport when doing our layover. They have not attempted to rectify the financial burden they placed on us and have the worst customer service I have ever dealt with in an airline.

-1M/5 stars. Save yourself the hassle and avoid booking with this airline. When things go wrong, getting a refund can be a long and frustrating process. Customer support relies heavily on an AI chatbot that was unable to provide meaningful assistance, and promised timelines were not met in my case. The cheap fares aren't worth the headache. Never again.

If only one could give them 0 stars. Very disappointing experience travelling with AirAsia as part of a group of seven musicians carrying their instruments.

Our group had purchased additional seats for our instruments and had already completed our inbound journey under the exact same arrangement without any issues. However, before departure from Hanoi, Captain Viknesh ruled that only four cellos could remain in the cabin and that three would need to be checked into cargo.

This decision directly contradicted our previous travel experience and caused significant confusion. A policy was cited to justify the restriction, yet this limitation had never been clearly communicated during booking, check-in, or our inbound flight. Had we been informed beforehand, we could have made alternative arrangements.

The situation resulted in a delay of more than 30 minutes, affecting not only our group but many other passengers as well.

What was particularly frustrating was the lack of a clear explanation for the inconsistency. Our group leader had invested considerable time and money arranging the bookings and purchasing additional seats in good faith. Given the seriousness of the situation and its impact on multiple passengers, he requested clarification directly regarding why arrangements previously accepted by AirAsia were suddenly no longer permitted.

Unfortunately, no satisfactory face-to-face explanation was provided by the Captain. Instead, our group leader was left to deal with confusion, frustration, and criticism from other passengers for a problem that arose from inconsistent application of airline policy.

This experience caused unnecessary stress, inconvenience, and disruption to our travel plans. If AirAsia has restrictions regarding musical instruments in the cabin, they should be clearly communicated at the time of booking and applied consistently across all flights. Passengers who make arrangements in good faith should not face unexpected policy changes immediately before departure.

We hope AirAsia reviews both its communication and operational procedures to ensure that future passengers do not experience the same confusion and disruption.

Flight cancelled due to "geopolitical reasons", promised refund but process is highly complicated and annoying with multiple referrals to and fro travel agency, having to talk to AI and unhelpful staff, and long processing times. Took 2h + to get things sorted.

Not sure if refund will come out in the end, still waiting on that.

Do not choose this airline if you value time, convenience, or predictability.

Worst experience I have ever had with any airline company. They cancelled our flight and didn’t even tell us via any form of communication method. When we went to check in, our flight had been moved to the next day at 7am (vs 1pm the previous day) this meant we would have to pay out of pocket to stay an extra night and also leave the hotel at 4am in the morning. After consulting there supposed Bo chat, we got no where saying our flight didn’t even exist and they are unable to provide any change or refunds.

Terrible customer service
Terrible booking process
Terrible company

Please do not use this company for anything, they need to go bankrupt and disappear of the face of the earth 😚

I have spent 5 hours trying to move a flight 2 days..to a less busy period..spoke to bot and got no where.. eventually spoke to a human who said the change was made.. i then got an email to say they cancelled the change. The did not respond to emails all day! I spent 3 more hours , finally got a human and then contact stopped altogether. Price to change to the same flight 2 days earlier was $255 then within an hour $322. makes no sense. They changed the dates on our other bookings .. we didnt charge them! Useless no wau to contact them. Never!

They are scammers!

Poor customer service, unbelievable flight delays and unexpected extra charge for overweight despite the allowed luggage weight on the booking form.

NEVER buy AirAsia!