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.
Auto-generated from all reviews of this business. For reference only.
Absolutely abysmal. Trying to change a flight. Had to make multiple login attempts. Not supposed to be charged a fee at all, but tried to charge for a complete new fare. Also wouldn't work unless you selected the choose seat option, which I didn't want, and charge you for it. The chatbot wouldn't work. Transferred me to a real person (it said), who also tried to charge me an additional fee as a fare difference. I'd checked this and told him there was no fare difference, but he kept insisting there was. And then the chat window just shut down.
Also very slow.
TitleComplete disaster: Destroyed baggage, endless schedule changes, insulting compensation and terrible customer service that can ruin any family vacation (Booking HYQVRP)
AirAsia proudly brags about being named the "World's Best Low-Cost Airline", but their service is an absolute nightmare. During my family vacation this past summer, I booked three different flights with them, and they changed the schedules on EVERY SINGLE ONE of them, causing me numerous inconveniences and extra expenses for changes to transfers and hotels during my trip. For this specific flight from Chiang Mai to Phuket, they changed the schedule twice. Even worse, for my flight from Kuala Lumpur to Siem Reap (Booking RHIVHK), they delayed the flight by a whole day with only 15 days' notice, causing massive disruptions, extra hotel costs, and rescheduled transfers.
To top it all off, on the Chiang Mai to Phuket flight, their ground staff completely smashed and destroyed my high-quality suitcase (bought in Spain). Ironically, since they are a low-cost carrier, I had to pay an extra fee specifically to get a better fare that would allow me to check my luggage, trusting it would receive proper, standard handling. They completely smashed the suitcase. I filed a PIR (Property Irregularity Report) No. 230877132 immediately at the Phuket airport, where they initially offered me a ridiculous compensation of 500 bahts (13 euros) or a cheap fabric suitcase (mine is a high-quality, hard-shell one). To make matters worse, their official app doesn't even show my open case in my profile, hiding their terrible management.
Due to their negligence, I was forced to make an urgent emergency purchase of a replacement suitcase in Phuket just to pack my clothes and fly back home, spending an additional 1,500 THB.
AirAsia customer support is repeatedly ignoring the international standards they claim to follow and respect. After repeatedly wasting my time—and despite having submitted the receipts for the original suitcase, the emergency replacement, and everything else requested—they are offering an insulting compensation of only 1,000 THB (€26). This does not even cover the emergency bag I had to buy because of them, let alone the original €165 suitcase!
I have been more than reasonable by asking for a fair total of 3,900 THB to close the case, but they keep sending automated template replies that are spaced far apart over time. I imagine they are just waiting for me to get tired and give up. It is shameful that the "best low-cost airline" treats loyal, paying passengers this way. All I can do is warn you: Avoid it at all costs; they can ruin a business trip or a long-awaited family vacation. The fact is, if a company of this stature fails to respond when a problem arises, don't be fooled: the "world's best low-cost airline" actually proves itself to be the "world's worst airline with the worst customer service".
Very Disappointing Experience with AirAsia Singapore Counter Staff
The experience with the AirAsia team at the Singapore counter was extremely disappointing.
We arrived at the counter about 10 minutes late, even though our flight was still scheduled to depart more than 1 hour later. The staff refused to issue our boarding passes and told us that we had to purchase a new ticket.
What was even more frustrating was that, instead of properly guiding us to check in online through the AirAsia app, the staff told us that there was no online check-in option and that buying a new ticket was the only solution.
However, we later discovered that online check-in was still available less than 30 minutes before the scheduled departure time. Unfortunately, because we trusted the staff’s advice, we ended up purchasing another ticket unnecessarily.
This was not only extremely frustrating but also resulted in an avoidable additional expense. Staff should provide accurate information and properly assist passengers with the available check-in options rather than immediately directing them to purchase another ticket.
Very poor customer service and a very disappointing experience. I hope AirAsia will look into this incident and provide better training and clearer procedures to the counter staff.
AirAsia lures passengers with unbeatable base prices, but they always find a way to squeeze extra money out of you. For instance, their luggage policy is misleading at best. Even if you board with two practically empty bags, don't buy a small bag of peanuts at the airport—otherwise, those will be the most expensive peanuts you ever eat. It isn't a scam since the rules are clearly stated, but they excel at setting unrealistic limits that still look appealing on paper. They clearly master social engineering: the hook works, but this was definitely my last time flying with them. Unfortunately for me AirAsia has short term vision (smart but in a bad way - in Portuguese we call it "chico espertismo". Not good.
Booking number: QB2MKS
FD611
My aunty past away but their policy was if the person who was travelling something happend only than a refund can be issued I provided everything death certificate funeral details and that wasn’t enough they wanted prove that she was my aunty why would I lie about my aunty passing away so what if there family member past away they would still travel they won’t cry attend the funeral I tried reaching out many times and they closed my case my flight was changed almost five times and they call this good service absolutely absolutely upsetting
It was good overall. I bought my indonesian domestic flights before reading the reviews and I was scared they would mess my trip up but to be honest, it was good.
I flew DPS-LBJ and LBJ-CGK with Air Asia and my flights were not cancelled, they were not superstrict with baggage weight (my bag was a bit overweight, less than 1kg) and they were not rude. I didn't give them 5 starts cause both fllights were delayed though, first one over an hour and second one less than an hour. Baggage arrived well and didn't take much time so I think Air Asia in Indonesia is cool so far.
Don't fly with Air Asia, I can't say it more clearly. They always change your flight schedule and then they don't allow you to reschedule or cancel. You have to do the physical check-in of your suitcase yourself.
We flew with this company and lost our headphones; even though we were certain of their location, they were never helpful. They were very rude, the service was terrible, and we were completely dissatisfied—we do not recommend them.
They do not provide customer to check their passenger listing in check out page which highly increase the chance of user error. When I requested for cancellation and refund within minutes, they rejected my request as they explained their "no refund policy". They dont even attempt to listen to their customer. At the same time, their system layout heavily prioritizes selling extra add-ons rather than showing core information like passenger details. If we need to buy a refundable ticket, we'll need to ADD-ON.
I originally booked flights from Perth to Thailand with AirAsia (2020). Then COVID happened, the flights were cancelled, and after several months I finally received travel credit.
The credit was still valid until 2027, so I planned to use it in 2026. Unfortunately, AirAsia has since removed all meaningful options from Perth that can be booked using the travel credit.
The remaining options seem to require travelling to other countries or states first, and then flying to very limited destinations that are hardly tourist destinations... nothing comparable to the original Perth–Thailand flights I paid for.
At this point, it honestly feels like a strategy to avoid refunding customers their money: technically offering travel options, but making them so impractical and unrelated to the original booking that the credit is almost impossible to use.
Trying to get help has been incredibly frustrating. The chatbot sends you around in circles, while email support keeps repeating the same unhelpful responses.
After years of waiting, I’m now left with around $1,200 in credit that I cannot realistically use.
Very poor customer service and an extremely disappointing experience. I would strongly recommend thinking twice before booking with AirAsia, especially when it comes to relying on their travel credits.
I booked a flights 3 years ago and I’m still waiting for my refund.
I gave up after just over a year.
I then got an email this week saying to fill in my bank details, so I click the link and try and it tells me there is a technical issue and to wait for a support person who never arrives. Their email said they’ll close my case number in 10 days if I haven’t done it.
I’d rather put matches in my eyelids, light them, then try and put them out with high end petrol than ever book a flight with this useless company ever again.
Non-existent customer service; they ghost you after cancelling flights
As long as your flight does not get disrupted (and you don't expect too much of the quality of services or comfort of the cabin) you are fine. But once there's any disruptions, as there nowadays tend to be quite a lot, you are screwed. They have non-existent customer service; they don't have any contact information on their website whatsoever. They only have an AI chatbot that does not understand your requests, 98% of the time tells you that their human agents are not available, and if it rarely tells you that a "human agent" has joined the chat, nobody actually joins the chat and then you don't get any answers from the chat anymore.
When you create a "case" for your inquiry, they tell you that they'll get back to you in 48 hours. It's been almost a month since I filed my request for a simple document request (where they would confirm when and why my flight was cancelled) and they still haven't resolved it.
It's impossible to deal with them to get refunded for flight disruptions or just to get some information for insurance, because they simply refuse to answer any requests. You just can't reach customer service in any way.
SCAM WARNING: Heartless Company Stealing Money from Seriously Sick Customers
SCAM WARNING: Heartless Company Stealing Money from Seriously Sick Customers
Absolute worst travel agency I have ever dealt with. They are pure thieves! My booking code is 1036906014. Due to a sudden and severe medical emergency, my doctor strictly prohibited me and my wife from traveling for our flight on August 28, 2026.
Instead of showing basic human empathy, Airpaz hides behind robotic automated responses, refusing to provide any refund or waiver, literally stealing our hard-earned money. They don't care if you are dying in a hospital bed; their only priority is pocketing your cash.
If you value your money and your peace of mind, DO NOT EVER BOOK THROUGH AIRPAZ. They are untrustworthy, unhelpful, and completely predatory. I am currently escalating this to my bank for a full chargeback and filing formal fraud/consumer rights complaints against them. STAY AWAY
Our flight was cancelled, and on top of being put on a Lion Air flight with a layover, we had to pay for checked baggage
We had booked the direct flight QZ644 from Denpasar to Labuan Bajo for August 16th for a group of 15 people, but Air Asia had the brilliant idea of cancelling the flight for 11 members of our group and putting us on a Lion Air flight instead—with a layover in Makassar. The kicker is that there were plenty of empty seats on flight QZ644 (according to the four group members who actually took that flight), and on top of that, we had to pay the difference to check our luggage... it’s unbelievable! But the question is: why?
⚠️ Extremely Disappointing Experience with AirAsia – Please Think Carefully Before Choosing This Airline
Very disappointed with how AirAsia handled our recent international travel issue. Despite our documents being checked and us being allowed to board, we faced serious consequences upon arrival.
What made the situation even worse was the unfriendly attitude and lack of empathy from some AirAsia staff when we needed assistance during an already stressful situation.
After a lengthy complaint and investigation, our request for compensation was ultimately rejected, which was extremely disappointing.
My advice to international travellers is to independently verify all visa and passport requirements before travelling, even if AirAsia staff have checked your documents.
After this experience, AirAsia is no longer an airline I would choose as my travel partner. I would strongly encourage other passengers to carefully consider their options before booking with AirAsia.
I booked a flight from Philippines to Maldives 6 months in advance. Three days later, Air Asia cancelled the flight. I requested a refund. That was over two months ago. Their web site assures me my request is valid and I will receive a full refund. Whenever THEY decide to do that. In the meantime I’m paying the credit card fees for two very expensive tickets. In my estimation they never intended to fly the route I paid for and waited until a few people booked it, then cancelled it. This isn’t an airline, it’s a trap. Be EXTREMELY CAREFUL with this company. I’ve flown with them a few times short haul and had no issues. But this situation does not pass the sniff test.
VietJetAir
Batik Air
Thai Airways International
Airpaz
Scoot
Thai Lion Air
Malaysiaairlines
Trip.com