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 generated
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.
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Booked 6 flights with them for July / Aug 2020 and cannot use any of them as international travellers not allowed into Malaysia or Thailand. 3 flights have been cancelled and offered move dates to 31st Oct (useless) or 2 year credit (OK if don't go bankrupt), received credit within 24 hours but they don't always tell you just appears.
Other 3 flights aren't cancelled so just lose money. Their insurance which I took and our normal insurance both have get out clauses so will just lose money.
I would seriously advise any passenger using this airline to have it bubble wrapped at the airport prior to departure. TWICE Air Asia baggage handlers have seriously damaged our luggage. This includes our latest experience yesterday when they managed to split a virtually indestructible Samsonite case that cost over £200. Clowns.
I traveled with Air Asia today from Bangalore to ranchi. It was fabulous trip for me. The staff staff greeted very warmly and friendly..i think the pilot is very good the way he take off and landed it was very smooth landing.. Thanks sir Asia and Team.... 👍👍👍
Airasia cancelled my flight on Feb 2020, I request full refund, but till to now, case still processing as I reject they refund to credit account, but my friend the flight as same as mind, she had received the refund on Mar 2020.
Do everything in the app. Everything else is crap. You will find it rare to speak to an actual person in the costumer service department. The costumer service in AirAsia philippines is crappy at best. AVA the bot answers the most basic questions but won't direct you to a real person when it cannot answer you. The website doesn't do sh... either.
I flew Denpasar to Jakarta on 23 Feb. Our AirAsia was delayed without a clear reason for 1hr and 40 min. To top it all ...check in line was longest. Other Indonesian domestic airlines check in their passanger quicker. Departure and arrival process also was inconvenient as they do not use the jetways.....We had to go up and down on stairs on the terminal and walked through the tarmac. AA is not the cheapest airline but I wonder if they pull this stunts to save money
Bought ticket to Thailand few days ago. The service is great I mean like I don't even have to wait. I bought online though maybe my Internet connection is really great. Some people said the site is always down. The price is really cheap. I can't wait to buy again the ticket online to celebrate New Year.
The worst possible booking experience… with a positive outcome.
Update (14.11.2019):
After a long odyssey, we were actually able to get a good solution with AirAsia. This was an extremely cumbersome process, but I want to acknowledge the fact that they ended up supporting us. Also the overall transportation was well organised and got us to our destination. Thanks for that!
Original post:
The worst possible booking experience and even worse customer service. Booked a connection and got a different one confirmed. Attempted several times to get in touch with customer service through the "allstar service". Connection is being deliberately interrupted, the problem is being neglected even though it is reproducible. It is so frustrating to waste so much time with this when you're traveling. Recommend to avoid them whenever possible!
One star is probably already too much...
i like flying with them and the prices are great. but the website and mobile app are totally bugged out. this is going on for years now. very sad to see that there is no improvement. time to exchange your cto or product manager and get a proper development team guys
Flights are punctual, and aircraft are clean. Fares are often a bit lower than other airlines. However, I'm still an unhappy traveller on AirAsia. They have a very unfriendly policy towards seat assignment at the counter - they do not accommodate any preferences even if seats are available, UNLESS YOU PAY. They also harass passengers about baggage weight. After a thorough check at the checkin, they ask passengers to weigh luggage again near the gate! They're looking for every opportunity to squeeze more money out of passengers! Awful attitude.
We had the worst experience with AirAsia. We arrived at the boarding gate just 5 mins late and we were denied boarding. We were carrying kids as well and the boarding gate was so far away as well. The front gate spent the whole time arguing with us and were very rude. The plane was still boarding luggage’s while we stood arguing with them. With other flights they make a call and assist passengers with children. Other flights were also waiting for passengers who were late but they stood arguing for 5 mins. The staff is very rude and do not co-operate.
Asia's biggest budget airlines website in continously updated with new traps to make you pay for things you never wanted.
Asia's biggest budget airline with affiliates in several countries. You either love them or hate them. If you come with low expectations it works just fine. Routes with low frequency are prone for cancellations and sometimes their cancellations and subsequent refunds can make your blood boil. But having flown around 100 flights with them I can say it works, They are doing good in ads to hypnoses those in believing they are always the cheapest.
Their website is continuously updated with traps that makes you pay for add on's you never wanted in the first place so you need to be very increasingly alert to catch up on these. Check the final price before paying (yes including processing fees) if it is still worth it.
Here is a little light in what seems to be a sea of negativity. I have lived in Asia for the past 14 years and have literally flown with AirAsia between 60-80 times. That's a quick estimate. I fly domestic and Bangkok to Cambodia , Singapore, Japan, Hong Kong, Vietnam and go home to Australia a couple of times a year. In all those trips I have never had a flight cancelled. I have had perhaps 8-10 delayed flights nothing excruciating, and two flight schedule changes. I appreciate the tools available for flight tracking your times and email notification. Domestic flights in Asia the seating is a bit tight, I am over 6 ft tall, but really an hour or so flight I can't complain. International or long flights , I book an exit row and sleep all night. The prices are brilliant at times and good at other times. The flight crews are really fantastic hard working people. What else, they fly Airbus and that suits me just fine. No problems with the food it is what it is and better than other low cost airlines I have flown on, and goodness me book and pay online and it is cheaper and tastier than any airport fast food options. I am always on the lookout for promotional fares from all airlines , but I will never hesitate and will continue to choose to fly Airasia. It's a low cost airline. If you wish to choose full service great enjoy. For me, I am flying Bangkok to Ho Chi Minh City next week for a little over 3000 baht , that around $100 folks. Brilliant low cost airline.
Long gone the days I used to like AirAsia, I ve been flying with them from the very early days. Here s why my rating so low:
1- booking process: poor and unclear
2-AVA please take down this useless thing
3-Hidden charges when booking abound and I have seen charges added without me selecting them. (i.e seat choice)
4-Seats, getting narrower and narrower
5-At the airport more often than not many ATMs are down and rarely all working, leading to time loss
Unless sorted, I think AirAsia will continue bleeding customers.
I would like to offer my sincere thanks to Airasia ground staff working at Makassar Airport especially the station manager Mr Jumadil. Few weeks ago, I had some issues with my baggage because the company I bought my flight ticket online (kiwi) did not purchase it for me with Airasia. So the latest request that I pay again for my luggage, the only problem I couldn’t cause my credit card wasn’t working and I didn’t have enough money with me. So, I was in a bit of jumble there.
Crazy as its seems the two companies don’t have any means to communicate even though millions of people must use both their services to fly all around Asia. Anyway, the ground staff of Airasia and Mr. Jumadil especially helped me offering an internet connexion, food; water and comfort untill my issue got solved. I really appreciated their help and humanity, which have become rare lately. So thank you again from the bottom of my heart
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