AirAsia Reviews 

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 !!!

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.