AirAsia Reviews 

Horrible experience. My flight was rescheduled from 22:45 to 19:30 2 days before my departure date I got email from AirAsia stating flight departure time 22:45, checked online departure time was showing 22:45 to confirm. Showedup at the airport at 20:00 and at the counter find out flight left at 19:30. I missed flight because of the confusion created by them and unreliable portal still showing old timing and recieving email communication mentioning 22:45 as departing time. I have been chasing them from last 2 weeks still no response from the airline.

refund never received. My flight was cancelled and they said they'd issue a refund. They made me chat with an AI chatbot then eventually they created a case for me. they said the refund was sent but it has been weeks, I haven't received anything. I can't even reach out to a real person because they just have this AI chatbot. I think this is a scheme they use for scamming people. they make you book flight at cheap cost then cancel it without any refund ever.

Used Airasia for a long haul flight. It's only really a short haul low cost carrier. Travelled economy, not sure if there was buisness, from Kuala Lumpur to Istanbul, an 11 hour flight. The seats were ok, enough room. However there was no free drinks, meals etc. Normally long haul flights, you get food and drink. So I paid for meals for me and my wife, they were cheap around €20 for four meals. But the meals weren't really meals, just a plastic tray with chicken and rice, no drink no bread, nothing else. Cabin Service was very poor, trying to get a drink there were 4 staff in our part of aircraft all chatting down the end of plane, I kept pressing the call button but go no response. I the end I went down an asked them for some service, really poor. My wife was cold so she asked for a blanket, which was provided with a returnable deposit of approx €5 when she handed the blanket back, no money was returned this steward said no the money is for rental of the blanket! It was an 11 hour flight, there was no inflight entertainment. Ther aircraft was an A330 they normally have screens, this one didn't.
A cheap flight but really very poor for long haul.
Not one I will use in future.

They charged extra charges to my credit card without my knowledge many days after purchasing my ticket. The flight was fine for a budget airline - 3 hour delay on the return flight but the extra charges without communication is criminal!!

first I can't book my seat online, because the website will not take me to the payment section after seat selection. Than they cancel my flight and make me spend an extra night in Bali. I try to enquire about payment for the hotel and the stupid AI will not put me trough to a human operator. I did not book my hotel through the Air Asia website, so I don't have the numbers the chatbot is asking for.

Awful customer service, I'm sick of these companies just stealing your money. If you change a flight, you give a refund. It's quite simple, the service I paid for is not what I'm getting. I can't wait a month to see if I'm getting my money back, awful company

Absolutely terrible experience with AirAsia.
Our flight on April 18 was scheduled for 13:35. I arrived at the gate around 35 minutes before departure, which should have been more than enough time. However, the gate was already closed at 12:58, and staff refused to let us board—no flexibility, no proper explanation, just a cold “you’re too late.” We were then forced to buy new tickets for the next flight.
Here’s the part that makes it even worse: for the next flight (which we made sure to arrive very early for), the departure was delayed by 40 minutes. The gate stayed open, and everyone was just left waiting. No urgency, no clear communication, nothing.
On one flight, they close the gate early and refuse passengers without any consideration. On the next, they delay boarding and keep everyone waiting like it’s no big deal. The inconsistency is ridiculous.
Customer service was unhelpful, rigid, and honestly felt careless. Instead of assisting, they just pushed us to spend more money.This isn’t just inconvenient—it feels unfair and completely unprofessional. Based on this experience, I would not recommend flying with them.

This is the worst experience I have ever had with any kind of airline. On 20 April 2026, we booked flights to Japan from Sydney through air Asia. the funds were taken from our account and they immediately (within the same minute) cancelled the flight from. A case was allocated. However we could only speak through a chat bot, their support line immediately goes to answer phone and I’ve been emailing and emailing. We’ve had no direct communications. All of their email lines are inactive or don’t work and they closed our case the day that it was issue. We are still waiting for a refund. I would attach the copies of the emails I’ve sent, not ther replies as I haven’t gotten any. but yeah, don’t use them ever.

They Cancelled my $60 aud domestic flight after I had checked in with Less than 16 hrs notice to a flight 3 hrs later that missed connecting my flight which cost me $1000aud to book at last minute flight with a different airline so I didn’t miss my connecting flight… will never fly airasia again!!!!!?!

I am extremely disappointed with the service provided by AirAsia and the ground staff at Sabiha Gökçen Airport (SAW). We arrived at the check-in counter just one minute after it officially closed. While I understand the importance of timing, the complete lack of empathy and unwillingness to help was shocking.

In many other airlines, staff at least try to find a solution or offer a rebooking option. Here, we were met with total indifference. No one even tried to assist us or explain our next steps. We were simply left stranded. This "robotic" approach to customers is unacceptable. If you value human attitude and support in stressful situations, avoid this airline and their ground service at SAW.
Booking Number KICUKH

Flight Z2 228 bound for Manila from Caticlan, today @2:45 pm. I would like to call your attention and to give feedback as well, that your all crew in this flight is indeed LAZY... not accommodating to passenger's needs.

I remember when Airasia used to be a decent airline. Before you could talk to a customer service representative when needed. Now they just have a robot that asks you the same questions over and over and over and over and is completely worthless. You get cut off several times and are never able to chat with a human, even after waiting online for hours. Airasia is now one of the worst airlines in the entire world. I wish I could give zero stars.

Wrong gate number wrong time just a scmmmer just scammer
Gate no in board was one and in ticket another so very very very bad airlines

Air Asia rescheduled my flight under condition of full refund. However, the refund has not been made over a month, and I cannot ever get connected the customer service because they don't have an actual human being and replaced everyone with stupid AI, which cannot solve anything from my side but continously repeat what I just typed. Will never use this airline again, completely wasted my money and now I do not know when I will ever get my refund, because they said I can get it a month ago but I still haven't

Avoid at all costs, how does a company operate in Asia like this and save face, to its staff at the airport booth with no scruples and to its ai Bo which is obviously set up to confound and not help you but take your $$'s, introducing a new type of Asian!

They changed my flight time from 12pm to 8pm ,but click on the button to change my flight,that is where the fun began,you talk to a AI chat bot ,I put my booking ref number ,it says it didn't recognise my number,if you ask the wrong question it goes back right to the start,then you go on the air Asia page it says it has been changed put other page it says it has been cancelled,they put me through to a real person,but I have to wait in the queue,I was on the queue for two hrs then switch it off on me,I finally got through but they said they send a confirmation email, saying it has been changed,as well there no tel number to phone up or email to contact them,they send you to the chat bot a complete and utter disgrace.after the flight I won't be flying with them again,

When i purchased ticket online It charged me 3 times!. They refused to refund me and said they would give me another flight instead but I was leaving Asia back to Europe and wouldnt be returning. Tried for weeks to get refund and they refused. Completely scammed me of my money.

Zero if there was an option.
Domestic flights in the Philippines are really cheap but really sh**tty.
This is my third time (unfortunately) experiencing flight delays with the airline. Each experience always exceeding the previous one. Should have learned my lesson but flights aren't cheap these days. If you can, avoid booking AA domestic flights at all costs, especially when you have important appointment/s to catch up.

I am writing this after one of the most shocking and distressing travel experiences my family has ever faced.

On 4 April 2026, at Kuala Lumpur Terminal 2 (Express Counter W2), between approximately 12:14 PM and 2:11 PM, my father was denied boarding by AirAsia due to alleged “passport damage” — referring to a minor imperfection on a newly issued and fully valid French passport.

This decision was completely unjustified.

We were later able to travel with Batik Air using the exact same passport without any issue, and authorities in Lombok confirmed no concerns had ever been raised.

What made this situation far worse was the behaviour of the staff:

Aggressive tone and raised voice
Mocking and dismissive attitude
Repeated questioning despite clear answers
Threats to remove our luggage
We were treated like criminals in public

This was humiliating.

My father is currently undergoing cancer treatment, yet there was absolutely no empathy shown. The stress and emotional impact were severe — this incident brought members of my family to tears.

Even more concerning, our passports were photographed using what appeared to be a personal mobile phone and allegedly shared externally. We were told this was sent to Lombok authorities, which turned out to be false.

This raises serious concerns about data privacy and professionalism.

As a result:

We were denied boarding
Flights were lost
We had to urgently purchase new tickets at our own expense

We travel internationally very frequently, and this is the first time we have ever experienced such treatment.

This was not just poor service — it was unacceptable, humiliating, and deeply concerning.

I strongly advise travellers to think twice.

I am writing to express my extreme frustration regarding my booking for round-trip domestic flights.
Due to the escalation of the conflict between Iran and Israel, I was forced to cancel my travel plans for safety reasons. This is a clear case of 'force majeure' and a life-threatening security situation that is beyond my control.
Despite the circumstances, AirAsia’s refusal to provide a fair refund or reasonable solution is unacceptable. It is disappointing to see that the airline chooses to profit from passengers who are stuck in a war zone instead of showing basic flexibility and humanity.
The current refund process is impossible to navigate, and the lack of human support is appalling. I expect a full refund or at least a credit shell that doesn't expire immediately. I will not be using your services again and will make sure to warn others about your lack of support during emergencies.