AirAsia should change their slogan from…
AirAsia should change their slogan from "Now Everyone Can Fly" too "Now Everyone Can Fly On A Terrible Airline"
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
Overall airport review
As a Malaysian , I would like to suggest that our country need various improvements to establish a better impression to foreign tourists visiting our country. With these improvements , this will definitely boost to attract more foreign tourists to visit our country. Base on my observation , I found that directory signboards are only written in Bahasa Malaysia and Bahasa Inggeris, since there are many tourists from various countries such as Japan, China and Korea who might not be well versed in Bahasa Inggeris and of course Bahasa Malaysia, thus one of the improvements is to include foreign languages of the Japanese, korean and Chinese in the directory signboard. Secondly, I had observed another issue that improvement can be made is the attitude of the custom officers. Below is one of the case which I had Personally observed : I noticed that majority of the officers on duty are being so restless and impatient, when there was a Japanese tourist asking for the direction to carry out custom check, because he could not understand the languages on the directory signboard, the custom officer replied to him rudely and showed to the tourist the direction with a very impolite and impatient attitude. In addition, I found that there is no officer to guide the tourists along the way from where their flight is landed until where they shall collect the baggages. Even worse, the baggage claim area was so crowded and messy as the people were not queuing properly to collect their own baggages. There were no officers on duty to give instruction and assist the people and to make sure that they do not cross the yellow line while waiting for their baggages. It was just like pandemonium! Apart from that, the baggages to be collected from the the conveyor belt were so badly thrown and good order, many people could not collect their baggage smoothly and they were forced to pull their baggages from the conveyor belt. This was definitely causing damages to the other baggages, for example scratching the other baggages. I am not sure about the reasons to this issue but I strongly suggest that strict while polite officers shall be placed to help out the situation. Lastly, I definitely hope that Malaysia airports can take these issues seriously, and seek for improvements soonest possible so that the foreign tourists can have good experience either visiting or flying back home from our country’s airports.
Content to fly Air Asia
I realise I may just be lucky but am a happy customer.First the bad .... have only had a couple of issues in several years of flying multiple flights with Air Asia. Recently at KUL I was turned back at the security gate for having a laptop and a backpack weighing more than 7 kg I was unaware of this and was very annoyed but was early and could put my carryon case into checkin again for no extra charge and the checkin staff were sympathetic.I also was not able to book a fly through ticket from Suratthani to Sydney and lost my premium free lounge pass because I couldn’t exit and re enter at KUL without checkin in again ..still confused on that one. To my horror Air Asia have ceased their partnership with Optiontown which previously got me great seat and flattish bed options for a very low cost. Very sad to see KUL to Suratthani route has been axed . However ,I have never been delayed on Air Asia (!!) unlike Jetstar and Qantas. The FAs are young and cheerful and good value. The self booking site is tricky the first time but practise makes perfect. Quiet zone ie no kids is a boon. The routes are great; the food is ok on Thai Air Asia in particular. Planes are clean ,a little bumpy at times being smaller A320s. The big plus is a flythru ticket early in the morning gets you out of the melee of DMK airport immigration and into a transit lounge with your own designated immigration official to stamp your passport !! All in all will keep flying them happily
Quick, online, perfect...
Nowadays I like to give credit as soon as I see something good happening. It is so easy to criticise everything, that I am trying a different, more positive approach... I made a name mistake one of the 3 bookings I just did with AirAsia. I immediately contact them via their automated chat, got through to a real person (but still via automated chat), and resolved the issue in less than 5 minutes. No questions, no phone calls, nothing. The way customer service should be in 2019. Thanks AirAsia
"....Dear Air Asia India
"....Dear Air Asia India, I am Naveen Kumar and i am a regular domestic traveler .I would like to express my appreciation and thankfulness to the staff of Air Asia I5- 773 coming from Delhi to Goa on 19 Dec 2018. I suddenly got Cold and headaches in the flight and the flight attendants ( specially Miss Deepika) helped us giving the medicine, I am very thankful to you for the much needed help you have provided to us. I will definitely fly with Air Asia India in the future also. Suggestion - Please improve your customer care training system ( for more feedback@call on my number Mob: +91- 9049346435)
Ground Staff at Kolkata Airport(Mr.Sutanu Banerjee)
I5 1563: 31/DEC/2018: CCU - BBI ( 1955 - 2105 HRS) PNR:OMRKFI Ground Staff at counter no: 5 / 6, Mr Sutanu Banerjee the welcome & hospitality was very very good. Appreciate his service.
This is a genuine testimony
This is a genuine testimony, and relates only to my flying experiences with Air Asia X, which extends from when this airline flew from London Stanstead airport to KLIA LCT, up to November 12th 2018 Sydney to KLIA2.and includes Vietnam return. In terms of inflight service and aircraft, this airline should be the national carrier of Malaysia. The cabin crew are young and enthusiastic, and the Airbus A330-300 is comfortable, especially if you know where to sit, added to which there is no stupid insistence on having the window blinds pulled down during datime flights. It is a low-cost airline so passengers fly knowing what the fare has purchased, so no complaints about food or the need to purchase extras. I am in the over 65 age bracket and a regular long haul passenger.
Cheap & reliable
Cheap & reliable. Best choice to go all over Asia without being bankrupted.
Two compaints.
High fees using payment cards. What it a standard payment method all over the world they call "Convenience fee". They SPAM quite a big with no consideration to previous settings. Other than that everything as expected. Fine service.
Don't worry
So, we just had a flight with Airasia Manila to Puerto princesa. We're very scared after reading all these awful reviews here, but everything was ok. Be careful with transaction fees (£6) and man what person would give you spaghetti bolognese on flight :D
Used the services of this airline a few…
Used the services of this airline a few times. The staff are polite. If you want to eat on board, then it's better to plan this beforehand, by buying a lunch with the ticket, you can save money. The choice of food is not bad. A significant disadvantage for me was the refusal of free drinking water. Even when I said that I was ill and I needed to take a pill, water was not given.
They used to be good
They used to be good, plenty of destinations and good deals. But lately they have started to charge extra for everything and the limitation of 7 kg for hand luggage is total nonsense...
good and cheap
Many destinations for cheap. Best airlines for avid travelers with small budget. They ar really good!!!
I traveled on flight number I5-1427 …
I traveled on flight number I5-1427 from Jaipur to Pune on 23rd November, 2017 and the flight was unduly delayed by 3 hours. I had to unnecessarily miss my bus from Pune to Goa, which cost me INR 1,200 + the hassles. Uncalled for, unprofessional and very irritating!
highly recommended!
i travel with air asia regularly (especially the kuala lumpur - sydney route), services were great, it is a budget airline so comfort is not an issue to me (i got what i paid for), highly recommended!
Trusty & Good prices
Trusty & Good prices I travel quite often with AirAsia to Australia & Thailand, never any difficulties and always ok price.
Fantastic airline
Fantastic airline, we have flown with them over 20 times in the last 3 years. we only suffered 1 delay in all the flights. Out of all the staff we dealt with we only had one bad experience with a desk agent who was having a bad day.
A slight hiccup with your booking lead to downward spiral of ridiculousness
The most recent bad experience I had with this company is booking my ticket for KUL-KIX. Initially, I booked the Premium Flatbed with promo price. Some weeks later I received email regarding the flight reschedule and asked me to choose either re-schedule to another date or receive credit shell. I submitted form to INQUIRE about the credit shell and then I ended up having my booking canceled and refunded in credit voucher form. I submitted another form to get the booking reinstated but then I lost my Premium Flatbed. I requested back and forth to have it reinstated back to the original service class but they insisted on saying flatbed seats are limited and not available. Till now I still struggling on claiming back the service class that I originally paid for while my travel date is nearing. If they don't resolve this issue, I have to pay extra for the luggage allowance and meal. I felt cheated and scammed. You can only live chat over the web with their customer service reps and most of the time they will end up telling you to submit eForm which feuling your vicious cycle of despair.
There are very good and usually ver cheap
I lived during 2 years in Singapore and I was using Air Asia many times when travelling to the neighboor countries during weekends. They have many flight and many routes and you can get very good rates if you book in advance.
It is low cost - you get low cost!
The airline that gets Asia moving. Truly low cost. Expect large queues, unfriendly staff, enormous flight delays, and no customer service whatsoever. If your budget allows alternatives, use them. Many much better low cost carriers are operating in the region. On the other hand, the website and booking process is seamless and top user friendly.
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