AirAsia Reviews 

For by refund request case number: 222006809 due to their cancellation of flight going to Iloilo and opted to choose refund instead of voucher/points.

Terrible customer service! I submitted my request on April 6, 2026. At that time, I was advised to wait for 30 days, and despite the frustration and multiple interactions I had with your AI Chat Bot, I patiently waited for the given timeframe.

What concerns me now is that I have just received an email stating that my request was only forwarded TODAY to the respective team that will handle this request. This is quite disappointing, considering the amount of time that has already passed. My request would not have been acted upon if I had not followed up through your email support.

May I ask if the 30-day waiting period was not sufficient for the request to be processed? I would appreciate a clear explanation and an update regarding the actual status and timeline of my request.

I hope this matter can be resolved as soon as possible.

NO RESPONSE FROM THE RECENT EMAIL, NO LIVE AGENT! ALWAYS ROUTED TO BO!

Honestly the worst airline I've encountered so far. Their chatbot drived me absolutely MAD. Most of the times he doesn't answer at all, but when he does answer it's rubbish or he keeps asking your details over and over. And of course, there's no other way to speak to a human. I did get a phone number as they had canceled my flight, and when I called them (from abroad so quite expensive), the customer service was not friendly and helpful at all. Also she told me she'd request a refund, but I never received a confirmation. And of course, chatbot Bo is not capable of looking up the status of the refund for me. Which by the way, they said could take up to 4-6 weeks?! Like what the... YOU cancel the flight and then make me wait for 4-6 weeks?!

Air Asia is truly the official airline that ruins holidays. Change flights whenever they feel like. Recently changed flights from Singapore to Kota Kinabalu so we had to cancel our entire trip and burn our hotel booking costs.

This is not the first time either. It will be the last time for us flying with Air Asia.

Please follow up case number 221922984

Been going on for more than a month! Refund still not processed and chat is horrible. Won't let me connect to a real live agent.

Worst experience of all time
They are shitheads
Booked a flight on 30th march for my parents. The flight was on the 20th of may.
Received email from them on 30th april saying they have rerouted their planes.
Only option accept full refund
Or choose another date.
Well the other date they offered was 23rd of may which i dont mind but they increased layover time by 15 hours.
No way to contact them. Their askbo is useless. Doesn’t let me connect to team member and doesnt help on its own either.
No email to contact.
No phone number
This is deliberately to exhaust customer.
My flight time before was 16 hours now they giving option for 29 hours. Why would I accept it or why would I accept full refund. If i am booking a flight for my parents now for the same date, it’s costing me double. Who is going to pay for the difference in airfare?
Airasia is shit company. Never going to use it again. Will file DGCA complaint

Unbelievable unfriendly especially in Vietnam..checking in together at the counter, they asked for extra money to have a seat next to my wife. 🤮

Poor guest relations at both Singapore & KL airport. The staff at KLIA2 airport were even worse, turned their backs immediately upon noticing our approach. She didn't even try to help when we asked her for help, kept directing us to the queue, which totally not related to our issue. Flight was delayed, then all of sudden unable to board due to seat issue while we were queuing. While the ground staff directed us to wait at the waiting area again, cabin crew allowed us to board, so confusing. Cabin crew Zyra wasn't helpful at all, just standing there watching poor elderly man putting the hand carry luggage into the compartment, not lending a hand, expression was so arrogant throughout. Rest of cabin crew were also unfriendly. Will not travel with air asia again.

Absolute rubbish company, the app and website are a joke with dark patterns and bugs everywhere.

I paid for an add-on and got charged just in hidden fees for higher amount of the add-on I paid for, just in fees.

On top of that, 0 customer service, you can only reach out via email.

NEVER AGAIN AIR ASIA

Worst airine ever. Terrible website. Paid for extra luggage for surfboards then had to pay again because it was not sporting goods! When flying from Padang to Singapore,via K.L. there is no transit , instead youhave to pass customs (1st pay for arrival card)collect baggage and re check in and re pay for surfboards.Customs hall was packed so nearly missed connection . Worst trip ever. Fly Scoot go direct,Air Asia is Air Rip off

Money crave company, they offer more expensive ticket so you can get your personal item but wait it has to be include in you carry on baggage weight allowance so what they charge extra for ????? I went to the airport and just to take my two laptops as my personal bag they ask me to pay 100$ and I already booked more expensive ticket to take it, I end up order taxi and sent some of my stuff to my friend house, ridiculous airline. Just pay that 20-50$ extra for better airline hassle free 👍

I have been unable to check-in with air asia ..5 days I have been trying. The bot "Bo" absolutely useless, cannot find any other route to contact them
Customer service non-existant
I'm done with air asia ..not see my money again

AirAsia changed my Perth to Bali flight twice without my consent, ultimately moving my arrival 15 hours later than what I booked. This cost me an entire day at a non-refundable $200/night hotel in Ubud because I now arrive mid-afternoon in peak traffic instead of late the night before.
When I tried to sort it out, I discovered that AirAsia has essentially removed all human contact from their business. Their phone system tells you to use the chatbot unless you have a disability. The chatbot "Ask Bo" couldn't change my flights, wouldn't transfer me to a person, and when I pushed hard enough it offered me a complaint form. I submitted it. No response. Days later I called back and used the disability option just to leave a voicemail because there was literally no other way. No response to that either.
Let that sink in. An airline that sells you a flight, changes it twice, causes you financial loss, and then provides absolutely zero way to speak to a human about it. No phone. No email. No live chat. Just an AI chatbot that runs you in circles until you give up. That's not customer service, that's a wall designed to make you stop trying.
I've lodged a formal complaint with WA Consumer Protection because AirAsia themselves are unreachable. If you book with this airline, just know that the moment something goes wrong, you are on your own with a chatbot.

THE MOST AND WORST AIRLINE I’VE KNOWN. I BOOKED A DOMESTIC FLIGHT MNL-CEB, the DEPATURE TIME IS 7:00AM BUT THEY RESCHEDULED IT TO 11:00PM. AND IT’S MORE THAN 12 HOURS GAP FROM THE ORIGINAL BOOKING. DON’T BOOK WITH THIS AIRLINE AGAIN! YOU’LL REGRET. PLEASE NOTE THAT MY FRIENDS ALSO EXPERIENCED THE SAME ISSUE!!!

My experience with AirAsia has been extremely disappointing and unnecessarily stressful. I booked tickets from Perth–Kuala Lumpur–Colombo, but due to a genuine medical condition I was unable to travel. What followed was a long, frustrating, and completely avoidable ordeal caused by AirAsia’s repeated delays and inconsistent handling of my case.

First, AirAsia delayed the medical‑related request for weeks. Then, because their own flight was delayed, they offered a free cancellation option — which I accepted and submitted. Instead of processing it, they deleted my request without explanation.

After that, they asked me again to resubmit all medical documents, even though weeks had already passed. Then, after almost a month, I finally received a message saying my case was approved and they only needed a selfie for verification. I submitted it immediately and waited again for weeks with no update.

I contacted AirAsia multiple times, but received no meaningful response.

Then, unbelievably, I was asked yet again to resubmit the same medical documents by an AirAsia officer (JHKIM, Customer Happiness, AirAsia MOVE) — even though the case had already been approved earlier.

This cycle of delays, repeated document requests, and lack of communication shows extremely poor customer service and a complete disregard for passengers dealing with medical hardship. A process that should have taken days has dragged on for months, with no resolution.

Overall, this has been one of the most unprofessional customer‑service experiences I have ever encountered.

I am extremely disappointed and stressed by my experience with AirAsia.

I originally booked a round-trip flight from Denpasar to Da Nang and back. Since then, my booking has been modified multiple times without my consent.

Now, just one week before my trip, my return flight from Da Nang to Denpasar has been completely replaced with an impossible route (Denpasar to Denpasar), which makes absolutely no sense.

This means I currently have no valid return flight from Vietnam. I would arrive in Vietnam, but I have no way to come back, which is unacceptable.

I have tried contacting both AirAsia and Kiwi.com through chat and phone, but I cannot get any real assistance. I am stuck with no clear solution.

I am now left with two unacceptable options:

* either accept a partial refund and lose my entire trip (including hotels and activities already paid),
* or accept a flight that I physically cannot take, since I would be in Vietnam while the departure is from Bali.

This situation is extremely stressful and unfair, especially so close to departure.

I urgently need a real solution and proper support.

DREADFUL no customer service support is woeful Canclled our flight Denpasar to Perth Only alternative 7am next day. Unable to connect with other flights and accommodation, Air Asia keep making up stories as to when refund will be issued Do not book with Air Asia it is impossible to speak with a human and their BO AI is hopeless

Never again with Airasia. Rescheduled my flight TWICE, eventually moving it to a date AFTER my visa expires.
The only "solution" they gave was a refund, which is pathetic since I had to buy a new ticket with another airline , paying much more than my original booking. They don’t care about their passengers' legal safety or their money. Totally unreliable and unprofessional. Avoid them!

i am traveling with an elderly with wheel chair. The Air Asia staffs are not being helpful but give me extra difficulties. The staffs refuse to help me to guide the way to the gate because i am using my own wheel chair and not paying them extra for the wheel chair. My parent cannot walk and has to use the lift. The service is so bad and unprofessional.

Yet another scamming "budget" airline-this time in Asia. Always travel w/a standard cabin sized bag (so I don't have to check a bag) + laptop bag & maybe a small backpack. My flight from Luang Prabang Laos to Hanoi Vietnam was $69-one hr. flight. Proactively added on their "extra" weight option for my bag since they have a measly 7 kg limit for the cabin bag & this would get me to the international standard of 10 kgs-aka-normal. AA ain't normal. Their rude counter staff said I was just over 10 kgs AND demanded I pay the price of ANOTHER whole fare ($69!) or else I could not fly. In essence I was being held hostage. I paid & once I returned home disputed w/my CC co. & after months I won the dispute despite AA filing pages of documentation that HAD to have taken hours to put together & cost a lot of staff $s. In short, they are a typical low cost carrier mafia style criminal enterprise who's whole goal is to rip you off. AVOID AT ALL COSTS.

I have nothing further to add to this disgrace of an airline. Somebody besides the drop kick Bo needs to read these reviews. Like the majority, if I could give a 0 I would.