AirAsia (www.airasia.com) has a 2.2 out of 5 rating on OK.one, based on 369 user reviews collected here. It is listed under Travel & Vacation and its reputation is poor. 54% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Customer service, Price. Last updated 2026-10-25.
Most reviewers were let down by their experience overall. Customers frequently complained about unhelpful staff and poor customer service, noting long wait times and difficulties reaching a live agent through automated systems or chatbots. Travelers also experienced unexpected extra charges and a frustrating booking process that made managing flights and changing schedules extremely difficult. Though some reviewers were happy with the cabin crew and short-haul flights, a few passengers found the staff to be surprisingly accommodating during unexpected travel situations. Consumers occasionally mentioned that basic flights operated smoothly when everything went according to plan without major disruptions. People noted that clean aircraft and professional onboard personnel improved parts of their journey.
Auto-generated from all reviews of this business. For reference only.Flight delayed so I will be missing next flight. I asked to change my flight so my elderly mom wouldn't have to wait in an airport 8 hours but that's not a guaranteed. So they rather fly you to an airport and keep you there and we don't even know if they will rebook them for another flight. There is no customer right their policy is all about them. Never use these guys its horrible!
I will never go with this flight anymore and please everyone becareful if you have no choice. Really terrible poor service. They’ll let you behind and never help you. Don’t let this make you be in trouble. I still socked and never forgot what happened to me. That they’ll let me behind and no one help you. Really horrible experienced .
All I wanted was to change my log in details and it took 23 days for them to reply. Absolutely hopeless I’ll be avoiding airasia at all costs!
Boarding staff at kuala lumpur airport are rude and disrespectful and unprofessional. They stopped me from boarding the flight for no valid reason.
Absolute joke of a company. They cancelled my flight and told me that I would get a refund, that was 6 weeks ago and now they don't even answer my emails asking where my money is
AirAsia cancelled our flight from Kuala Lumpur to London, scheduled for 31 dec 2026, yet we have been struggling for three months to obtain a refund of approximately £2,000. Despite repeated attempts by both myself and my travel agent to contact AirAsia, we have received no meaningful response. Neither of us has been able to get in touch with anyone who can resolve this issue. We are effectively being left without our money and without any clear information about when we will be refunded. This situation has seriously disrupted our family's Christmas holiday plans. We cannot confidently book replacement flights while such a substantial amount of our money remains tied up with AirAsia. Meanwhile, flight prices are increasing as Christmas approaches, meaning that every additional delay could cost us even more money. It is completely unacceptable for an airline to cancel a flight and then leave its customers chasing a substantial refund for months without providing a meaningful response. Customers should not have to spend months trying to recover their own money. I expect AirAsia to take responsibility, process our full refund of approximately £2,000 immediately, and provide a clear response. This experience has caused considerable stress, uncertainty and potential additional financial loss. Based on my experience, I would think very carefully before booking with AirAsia again. Booking ref IJ8QXH. Bora Ozkaya
Worst airline. They weight even your small sling bag, per staff even the souvenirs you pay, so do not buy any on the island souvenirs since there is no support for tourism souvenirs. For rebookings it will be the same prize as your ticket price, no agent to answer your inquiries and you have to check their counter at the airport. Stressful
Extremely poor customer service. Due to their erroneous app flow, payment was duplicated. I requested a refund in June. They promised to return it. It is now October and they claim the request is still active and being processed. When I request for an update and demand a timeframe for the refund, they don’t respond or just drop off the chat. DO NOT MAKE THE SAME MISTAKE AS ME. AVOID AT ALL COSTS!!
They wanted to remove me from the flight and for me 2 stay 2 more nights in Kuala Lumpur just because they have a full flight. They took on some foreign passengers from another flight and wanted to offload me. They emailed me almost 3pm when I was already getting ready to go to the airport. I tried to call My trip and they were useless too. They're just moneygrabbing agents who won't help after they take your money. Tried to find a number to call Air Asia but holding on for too long on the phone. I wish I had seen all these reviews before but I had to book my flights in a hurry. Never will fly with them again and very bad service on the flight. And to you "My Trip" you need to look after your clients and not just take their money and push the blame back to the airlines. You should know how hard it is to contact all you people when in a foreign Asian country...its bloody hard. So do your job and be human. Your days will come too...and I hope it doesn't. God bless 🙏🙏
Very disappointed with the Santan Chicken Tenders served on AirAsia. They tasted really unpleasant and left a bad aftertaste in my mouth for the entire day. The portion was also tiny: just three small pieces of chicken, each barely the size of my finger. Honestly, I didn’t enjoy this meal at all and wouldn’t recommend it.
Worst airline ever. Already checked in online. Came to baggage drop. Then asking us to go to document counter. Then at the document verification.. there was only 1 counter waiting!!! And like 15 people in line. Seriously if you’re broke and can afford to run an airline and afford more staff to have better service, please close shop.
The worst airline in Asia, all of the reviews on this site are true. I have never boarded a flight which has not been delayed but now, even worse, every flight you take is rescheduled for a different time, usually the day before take off. My recent flights between Bangkok and Phom Penh were changed THREE times, this completely messed up plans. They no not care though - avoid at all costs
A God-awful example of a company. Do yourself a favor. The money you think you will save going cheap with AirAsia, you will end up losing more after you pay for the ticket. Cancelled and rescheduled my flight 5 times on the same day. It would have been cheaper to pay an extra $20 dollars to go with the competition. A company that really shouldnt exist.
As the number one low cost airline in the world to the top management this is my heartfully message to you. Hopefully you have a flights from Manila to Butuan and other cities in the Philippines for sustaining and expansion of your services.
Terrible Experience with AirAsia Our experience with AirAsia was extremely disappointing. Due to incorrect information provided by your staff, we missed our original flight and were forced to purchase another ticket at a much higher price. We relied on your staff's information in good faith, yet we ended up suffering both financial loss and unnecessary stress. This was not our mistake, but we were the ones who had to pay the consequences. What is most frustrating is the lack of a fair solution to this situation. Customers should not have to bear additional expenses because of incorrect information provided by airline staff. This experience has seriously damaged our trust in AirAsia. We expect the company to take responsibility, investigate what happened, and reimburse us for the extra ticket costs. I would not recommend AirAsia based on this experience. Poor handling of the situation and a very disappointing customer experience.
Our flight from taiwan got delayed multiple times and the staff couldn’t tell us anything. We were made to wait 5 hours, had to run from 1 gate to another because they kept on changing the gates. No proper announcements, I believe the situation was mishandled. After 5 hrs of waiting they rushed us to the other gate and it was a first-come, first-served type of seat. We paid for a hot seat so how come the situation led to this? No compensation, no apologies, just a small biscuit was given to us when we were seated. I was supposed to be beside the window, I PAID FOR IT, but since there was an issue, I was seated in the aisle. The whole duration of the flight was so frustrating. Never again flying with AirAsia.
Words can not express the frustration you have when dealing this absolute shambles of a company. It borders on fraud. Avoid like the plague.
Absolutely hopeless company with no idea about customer support. Its impossible to speak to anyone and they have a use AI bot that goes in circles as its not programmed with anything useful. Struggling to get a refund for a cancelled flight for months now. Dont book with this company.
Cancelled flight refund still not received. AirAsia confirmed that I would receive a refund, but despite waiting beyond their stated 90-day refund period and contacting customer support multiple times, I have received no resolution.
Refund validated in June. Still waiting in October. AirAsia cancelled my Cebu–Hanoi round trip, not me. I chose a refund in June and AirAsia validated it within the week. It's now October and I still haven't been paid. What's happened since: - My follow-up case in August was closed without the refund being paid. - I filed a complaint with the Civil Aeronautics Board. AirAsia's answer was that it couldn't give me a timeframe, and it offered travel credit instead. I declined that in writing the same day. - AirAsia's replies since then have said the refund is "in progress" or "being processed," with no date. - The payment provider confirmed my payment went to AirAsia and that the refund is AirAsia's to release. This is my own money for flights AirAsia cancelled. If you book with AirAsia, know that a cancellation on their end can mean months of waiting with no timeline.
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