AirAsia Reviews 

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!

CUSTOMER SERVICE DOES NOT EXIST. There is no way of speaking to an actual person, it's just the stupid chat bot which sends you round in circles and refuses to answer any questions. They cancelled my flight offered a refund but that has to be done through the chatbot and the chatbot says it doesn't recognise my details. They need to be shut down, they are scammers on a huge scale, they rely on people not being able to contact them so people give up and claim the money back through their bank and they get to run off with the money without providing a service. It's been such a frustrating experience and I've lost alot of money. DO NOT USE THIS COMPANY

I booked a flight through this company. The flight was changed to a time that didn't connect with an international flight I had previously booked. I contacted them through chat. After 12 days they said they couldn't change the flight , only the airline could . After contacting the airline I was told, correctly, that as Airasia had booked it they must make the change. On contacting Airasia they once again lied and said to contact the airline. I told them that I had and it was their responsibility. Only then did they said they could help. To book the immediate flight beforehand they quoted me the full price. So through no fault of my own, it seems that Airasia couldn't be bothered modifying my flight and tried to sell me a new flight for which they get commission. Absolute lowlife company.DO NOT USE THEM

We are travelling as a family from London to Kuala Lumpur in July 2026 and our flights were cancelled in early June. I understand the war in Iran is having an impact on the flight route and also the cost of oil. Let us know earlier so that we can re-book our tickets in good time. Getting similar tickets in June for July flights are nearly double the price. I won't be using Air Asia for long haul flights in the future.

If i could rate this airline 0, I would! Worst airline I’ve ever ridden. No standards, limited space, poor customer service, not worth your penny!! I get that its a budget airline, but we are still paying. Never again will i ride this airline. I’d rather pay extra than to experience riding airasia ever again!!

I would give zero stars if possible. Rude staff,not flexible and lost my luggage 2 years ago. Still haven't heard from the since. AVOID AT ALL COSTS.

Airasia? I dont know why it exists. Flight delay is a must. My flight AK5117 delayed for 2 hours. These 2 hours had me missed my flight to oversea. I had to run at the airport to catch the next flight but the “standard air asia delay” is very friendly. It keeps on happening. You dont need to exist, please vanish from earth

Avoiding requirements when cancelling flights though airspace’s have not been closed. Attempting to operate in the UK without following their regulations, nor providing any helpful, prompt form of contact other than a useless AI chatbot.

I bought top ticket knowing i may want to fly earlier and extra baggage. Arrived at and they wanted double the ticket price to do the change. With most expe sive ticket they flagged my carrynon butvwould allow it as checkef. ? Annoying dumb policies. Avoid if you can

You have cancelled my flight twice and failed to provide a rerouting option (as mandated by by UK 261). There seems to be no contactable human at @airasia and your amnesiac online chatbot is totally broken. Please resolve or I am escalating this to CAA.

This is the worst ever airline experience, starting from the airport very rude customer service, not supportive at all. Even though its budget friendly not recomending for any one travelling. Food is horrible at the flight. Airport staff is not flexible shouting at people. Truely disappointed

Absolutely horrible and non existent customer service if you ever book with them just know one things goes wrong and it will you will not be able to contact a human even after 5 hours and won't be able to solve any problem or refund your ticket

I've been booking flights from Bangkok to Laos, Cambodia, Hong Kong, Singapore...online with Move for years and never met a single problem. The website is very easy to use and safe. Rates are fairs and cheap in regard to regular airlines. I don't even remember any delays on flights! We will book again this year if we intend to travel south east asia from Thailand!!!

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.