Thank you so much again AirAsia for…
Thank you so much again AirAsia for best service! The plane was clean a new, helpful and kind crew onboard, looking forward to flying with AirAsia again!
About AirAsia
Data updated- Website
- www.airasia.com
- Category
- Travel & Vacation
- Location
- Malaysia
- Status
- Unclaimed
- Last 12 months
- 231 reviews
- Replies to negative
- 0% (0/252)
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Is AirAsia legit?
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.
What reviewers say
AI generatedMost 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.What people say
11⭐️ out of 10⭐️
11⭐️ out of 10⭐️ KUDOS to AA guest service (LGK AIRPORT) FAKHRUL for helping me in doubt to make online check in..He offered me help to check in by his own phone..Thanks once again FAKHRUL for your help!
Still waiting on my refund 2 years later…
Still waiting on my refund 2 years later. Appalling service. There is no customer service centre, instead you have to use the chatbot which just sends you round in continuous loops - extremely frustrating! Update: have now received the refund so am bumping them up a star, as better late than never. However two and a half years to process a refund is really poor.
Always changing and rescheduling the flights!
This is an airline who could not organize a 'p*** up in a brewery'. Every time we have booked flights they end up being changed to a different day - at short notice. This then involves a mad scramble to reschedule hotel bookings etc. Thoroughly unprofessional airline who can not be trusted. If the flights involve any sort of connection etc then I would advise against using them - book with a proper airline instead. Fortunately our flights are short local ones (Philippines) for holiday breaks and I can rearrange the hotel accommodation - yet again!
😱😱😱oh no, I just booked Air Asia
😱😱😱oh no, I just booked Air Asia. After reading the reviews I'm scared. What happened to you Air Asia🤔
One of the worst flights I've had
If I knew, I would never have booked with them. I booked a flight from KL to Bangkok. At check-in counter, I asked for an exit row seat (because I'm 1m93) and the lady at the check-in counter (who work for Airasia) told me, no need to pay, just ask for it at the boarding, they will give it to you because you're big, so I trusted her. I proceeded to board and the flight attendant (Christina something I think) told me, no, you cannot. No upgrade when boarding. Result: I ENDED UP Spending 2h30 completely smashed between 2 chairs made for dwarves. The Exit Row Seats were 80% empty (only 2 seats occupied). I wish you the worst in life Christina or whatever for what you made me experience. One of the coldest flight attendants I've ever seen.
Affordable price
Didn't have any problems during all my domestic flights. The price for the tickets and excess luggage was affordable. The only thing I dislike was that they changed one of my flight schedules to be earlier. They did it 3x for the same flight; one of which was on very short notice.
I finally recieved an email from them…
I finally recieved an email from them regarding my refund request a year ago. The email informed me that my Refund is in Progress. That is good news but How many more days or weeks will I be able to wait until the amount finally reflect on my bank?
If you're struggling with refunds:
FOR ANYONE ELSE STRUGGLING TO GET A REFUND OR GET IN CONTACT WITH A LIVE PERSON: Try the email address clientsupport [at] airasia [dot] com (which I obtained after emailing every possible person I could who works at AirAsia) and specifically ask to be referred to Arlene, who is extremely lovely and helpful at dealing with refunds. Many thanks to both AirAsia's Chief People Officer and Head of Corporate Safety for being responsive to emails and forwarding my case on to the Customer "Happiness" team.
I loved this airline
I loved this airline. Yes, they have fallen to hard times, but i hope one day they will soar the skies again, with me in it!
Affordable. Did the job as intended
Travelled few times in 2019 and early 2020 before coivd. No issues booking last minute flights and few weeks in advance. Yes they do upsell during booking seats or upgrading luggage or meals but almost all thrift airlines do that including SG scoot airlines. AA staff are nice and good to look at too.
Helpful staff
My Delhi flight got delayed as due to bad weather but these people were very helpful to assist.
Improve your customer support please
I’ve been Airasia’s customer since 2012 Their ticket price is more affordable compare to other Airlines and I love their overall service. Well, everything is perfect for me except the customer support It’s taking a long time to contact them. In my country, there is no call support anymore. I have to talk to Ava ( Bot ). Sometimes she didn’t understand what I mean. Whenever I want to talk to a real human, I can contact them only via chatbox. It’s taking a long time to have a conversation with them. Once, I have to wait 2 hours just to have a chat with them and there is no response. It would be nice if they improve this point
its a low cost airline , not flag carrier
its a low cost airline, the ticket price are very low, if you want extras, you must pay for luggage , food, priority boarding etc. You are supposed to print your own boarding pass. The website booking page is standard and consistent, easy to use. All the flights try to be standard experience, it gets a little boring but its high standard for a lowcost airline. Smart attractive cabin crew. Food on Malaysian and Thai carriers is very good, filipino one not as good, i always look forward to my meals onboard, there is a good selection if you book in advance, but only a limited range if you buy onboard. They use airbuses. Of course they do the usual lowcost airline tricks of cancelling routes if they are not profitable, they are generally ontime. I think AirAsia is great personally, fabulous prices in the sales. Customer service is difficult to contact, of course. But it is easily the best lowcost airline in the world, for me.
Verry accommodation staff and very satisfied here.... ☺️☺️☺️☺️
Verry accommodation staff and very satisfied here 😊😊😊😊
M passenger of 993 Delhi Hyd flight
M passenger of 993 Delhi Hyd flight Happy with the staff at the flight .. though may sound a small thing but wen I boarded the flight I was super hungry and I dint prebook any meal ... was having severe migraine , I requested JASPREET KAUR to get me something to eat and she arranged proper meal for me and that too free of cost ... She was kind and humble and smiling while serving me .. loved the service Along with her all the staff ramanjeet , Rohan and nikhil were there to serve me and took care... Awesome staff and service Wish all of loads and tons of success in future Best wishes Dt. Divya Gandhi
I have flown with AirAsia quite a few…
I have flown with AirAsia quite a few times. Most of the time, my experience was 'below average' But the time came when I was at their gracious hands. On the way from colombo to bangkok, I collapsed on board. The cabin crew rushed in to help me out. They took a good care of me and wheeled me on a wheelchair to pass through the immigration fast. I gained consciousness by then (just feeling very weak) so I could feel and hear what they were doing for me. I received a good ER care and, when i recovered, wheeled to the transport to take me out of the airport. The ER care and transport, I paid, of course. But the helping hands were what touched me deeply. Apart from this experience, I do admit AirAsia is not one of my best airlines.
AirAsia’s Extremely Poor Customer Experience
AirAsia needs to be far more realistic with regard to their level of non existent customer service; reduce the number seats crammed into each aircraft, provide safe and adequate legroom, leave middle seats empty and adjust prices accordingly (ie: Delta). We are all willing to fly at reasonable prices as long as we can feel safe. At present, the general public doesn’t feel safe flying AirAsian given how ineffectual boarding and seat assignments are carried out. Secondly, answer your phones with real people, stop using automated systems for everything; absolutely the worst customer service experience, overall.
Still Operational
Difficult to chat to anybody.They are obviously having to cut back on staff.My ticket came through after 48 hours and they did answer my email in a timely way.Hope they can recover after covid19.
FINALLY
FINALLY After few months of fight with chats and mails without result finally i got the confirmation of refund my ticket This is very appreciated but sad to say was a real war to get it and long waste of time. Anyway in 18 weeks probably i ll see my money back... will keep you update. Thanks again TRUSTPILOT
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