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.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.
This is the worst airlines ever existed. We paid 720RM(Malaysia) for 12kg luggage, and absolutely unprofessional, chitty-chatting personnel did everything to hold us and make us be late on our flight and squeeze the last penny out of us. Suddenly person behind counter became board officer and thoroughly checked every single page of my passport 3 times and spent 15 minutes to chat on whatsapp with someone to "make sure" that my passport was passable. Please just choose any other airline in the world and you'll have better experience. Even Wizzair, Spirit and Ryanair look like angels compared to those absolute predators. Skip, Skip, Skip at any cost!
Wanted to apply for a refund for a cancelled flight! No contact details anywhere to be found as the AI bot was unable to find the booking! Ended up loosing money on a flight I didn’t even take! Avoid at all costs!
Absolutely horrendous ! Will never ever ever book a flight with this company! When coming to Malaysia from Thailand my luggage passed everything. And on my way back to Thailand from KLIA 2 absolutely awful, this rude lady checked my luggage and told me it had to be checked in. It has never happen before, I will never book here. I’m really disappointed.
I wish I could give 0 stars!!! Worst experience ever. Book if you only want to waste your money
It is a scam company. I bought 2 tickets. During the reservation there was an option for canceling insurance. It spears thst those scsmmers intended to give refund only if they cancel the flight. Never fly air asia.
Disappointing !!!! I am a frequent traveller between Kuala Lumpur and Bali due to my business commitments, and I travel this route every quarter. Over the years, I have consistently chosen AirAsia because of its convenience and strong presence in Kuala Lumpur. However, I am increasingly frustrated by a recurring issue: almost every time I book a flight on this route, the schedule gets changed. Morning flights are often moved to late evening departures, and early morning return flights from Bali are frequently rescheduled to the afternoon. These changes significantly disrupt my business plans, meetings, and productivity. Time is money, especially for business travellers. While I understand that operational changes can happen, what is disappointing is the lack of accountability or consideration shown to passengers affected by these delays and rescheduling. A complimentary meal, refreshments, or even a gesture of goodwill would go a long way in showing that AirAsia values its customers' time. My most recent flight from Bali to Kuala Lumpur was particularly disappointing. I was feeling unwell with a mild cold and was travelling alone. I politely requested an aisle or window seat as I was uncomfortable sitting between two male passengers. Unfortunately, my request was not accommodated, and I was assigned a middle seat between two gentlemen on a completely full flight. What added to the frustration was that even basic drinking water was not provided. I had to purchase it onboard despite not feeling well. This is not about the RM4 cost of water—it is about customer care and empathy. As a loyal customer, I would like AirAsia to consider the impact that repeated rescheduling has on passengers. When flights are frequently delayed or moved, travellers bear the cost in lost time, disrupted plans, additional expenses, and unnecessary stress. I hope AirAsia takes this feedback seriously and looks into ways to improve the experience for frequent travellers. Reliability, communication, and customer care are just as important as affordable fares. Thank You
don’t choose this airline. despite the low cost tickets, their policy rules are bad. I booked a 7 hour flight and no free meal was included! I have never had to pay for a meal in a long flight before. Even for 2 hours long flights, companies like China Eastern Airlines give you free food/snacks. Also, their plane had no screen on board (which is bad for a 7 hours long flight) and because the plane was half empty, I asked the steward to take one of the empty seats even for just one hour. He replied to me that I had to pay 1300 BHT to change seat during the flight, which is crazy in my opinion. Also we departed 40 minutes later than scheduled and arrived almost 1 hour later, reason why I had to cancel some of the activities I had planned for that day
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.
At the end of it all we did make it to our destination and back. That is all I can say. All flights were late, very late. I had to reschedule pickups, hotels, trains, missed a connecting flight. It's cheap that's for sure, unless you are checking luggage. But you won't like it and you will certainly be late no matter your destination so be prepared to have 3 or more hours on either side of the flights for scheduling purposes
I used with Airasia many time. The experience on board is usually good if you booked one of the seat in the front and are not looking for any service. This year I flew from KL international airport. The Airasia staff there is simply horrible. Extremely poor customer service They rude and unhelpful in sharp contrast with their colleagues in Bangkok or Pinang.
I would suggest Airasia to add directly small money in air fare instead of playing trick on separating those passengers under 1 same booking. You are low fare airlines, but emotionally this trick would make users feeling uncomfortable. By the way, the Santan food is still much better than most common airlines. Delay sometime might be a way for them to save cost to combine passenger, even MAS or VN airlines also delay, just not sure how is the frequency, so cannot demand much on it.
After rating British Airways, I realized that I only go here to complain. So I wanted to take some time to rate some of the airlines I flew with in Asia. This doesn't get airline of the year every year for nothing. The service is impeccable. Flew multiple times with them and never had an issue. Staff is much more professional than in any EU airlines I flew with.
Thank you so much for fantastic customer service :) You sorted out my lost luggage and answered all my questions. I highly recommend Air Asia and the Bali airport staff. Thank you
A good choices for budget airline but always delayed.. the service need to improve...
I cannot remember an AirAsia flight in the last year without signifikant delays. Mostly 1 to 4 hours. It is cheap but you waste time permanently and it is not trustable if you have connection flights. Just sitting in Don Muang waiting for my 1,5 hours delayed flight to Chiang Mai. Btw.: almost every AirAsian flight has delays. Delays are a rule with this airline not an exception.
Bangkok- Ho Chi Minh Pros: on time Cons: older aircraft , tiny legroom , cramped and uncomfortable seats ( my butt hurts ) , no water /drinks during flight
Very good low price flight. Good vegetarian meal included, plus a bottle of water. Attendants very nice and welcoming. Everything went smooth and good.
Absolutely horrible airline. They keep a scale at the gate right before you board to take as much money as possible from you for carry on luggage. The amount you are charged for being a little bit over should be criminal. To add insult to injury prepare to wait on the bus for a long time and to deal with endless incompetence. You would be better choosing any other airline on earth and paying more just to avoid the world's greediest company.
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