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.By far the worst air line I’ve ever used. Very anal with every kilo you check in/carry on (excessively anal unlike other airlines who have some leniency), airplane is tiny and so squishy, staff are rude and the only air line that doesn’t offer boiling water free of charge. They have taken budget airline to a new level. I would definitely pay the little extra and book a proper airline. Never again
⭐☆☆☆☆ My family's experience with AirAsia at Pontianak Airport was one of the worst customer service experiences I have ever had. The staff member who identified himself as **Hasballah** treated our family with very little respect or empathy. We were travelling with three children, and instead of clearly explaining all available options regarding our slightly overweight cabin baggage, we were immediately presented with an extremely expensive excess baggage charge. Only after I refused was a much simpler and less expensive solution offered. This approach felt completely unethical. Presenting the most expensive option first while withholding cheaper alternatives until a customer objects seriously damages trust. It gave us the impression that maximizing revenue was more important than treating passengers fairly. **If you are flying AirAsia from Pontianak, be prepared to have your cabin baggage checked very carefully. My concern is not the baggage rules themselves, but the way they were enforced. Passengers should be informed of all available options from the beginning, not only after rejecting the most expensive one. Fairness and transparency should always come before maximizing charges.** The situation became even more upsetting when, after my son politely asked for the employee's name so we could file a complaint, Hasballah approached our family aggressively in the immigration area. As a parent, I felt I had to step between him and my child. No family should experience that while travelling. I later submitted a detailed complaint to AirAsia, but their response ignored the most serious concerns and simply repeated the airline's baggage policy instead of addressing the employee's conduct. Rules are one thing. Respect, honesty, transparency, and professionalism are another. Sadly, our experience showed a complete lack of all four. I cannot recommend AirAsia based on how my family was treated at Pontianak Airport. Booking Reference: QD663J Flight: AK1782 — Pontianak to Kuching Date of Incident: June 10, 2026
DO NOT GO The plane was absolutely filthy and they couldn’t even plan the luggage capacity for the plane so we got delayed for 1hr I was lucky that I even got an actual flight not a scam. They couldn’t even clean the plane on a overnight flight the seats don’t recline and there was sticky sauce and crumbs all over the seats the toilets were broken and it was the worst experience I’ve ever had the plane was practically a flying metal shell with no function terrible customer service and the chatbot is a ai generated robot dumbass the who can’t even speak a proper word to save its life, there was also human shit smeared on the toilet lock terrible experience never fly dirty plane no reclining I will never fly again.
Booked a flight from Manila to Tokyo start of the year, was trying to do online check in for my flight and found out that our flight was cancelled. NO Communication & refund will take 30-60days to process. AVOID AVOID AVOID
The worst service i have ever dealt with. Change our flights a month before flying out.when asked for a refund on one of flights would not help at all. Had to miss our flight to be able to arrange a refund and out of $800 flight received $191.46 back with no explanation on where that figure came from. Chat with the ai bot is the only option and what a load of crap that is. Wont fly with them ever again
They charge me 88€ for 2kg 😑 Just because the plane was empty worst company ever
Do not use this company. They cancelled our flight and will now not co-operate with our travel agent to give a refund. All customer service is done through a chat bot which is infuriating! Do not be fooled by cheap prices, it's not worth the stress.
As a French citizen residing in Buriram province, Thailand, I regularly used Air Asia for my flights between Buriram and Bangkok. Following the events in the Middle East, Air Asia cancelled a number of flights in April, offering either a flight exchange or a refund. I opted for a refund. The airline emailed me requesting my bank details, and since then, nothing except for an attempted scam on WhatsApp by people claiming to be from Air Asia customer service. Air Asia doesn't have a phone number for its customers, just an automated system on the app that considers the case resolved. It's resolved in principle, but not in practice. I'm very disappointed with Air Asia. All this for the exorbitant sum of almost 60 euros.
Buy at your own risk. No customer service support after sales. You will have to talk to a unhuman bot name askBo. Once paid, either you pray that your flight is flying as planned or you prepare to lose your money. Do not think of refund. It will never reach you.
Unfortunately, I didn’t have a good experience with AirAsia on flight Z2310. My booking confirmation clearly listed personal items and carry-on bags as separate allowances. However, at the airport, our personal bags were included in the carry-on baggage weight, which caused us to exceed the limit. As a result, we were required to check in one of our bags. The baggage allowance shown during booking was not clear that the personal item would be weighed together with the carry-on bag, making the experience confusing and stressful. I hope AirAsia can make its baggage policy clearer to prevent other passengers from experiencing the same issue.
they cancelled the flight over a month ago and sent me a message saying refund had been initiated, now 1 month later i am still waiting for my money,
This airline doesn’t even deserve a rating of 1! What an embarrassment of an airline taking customers money and then changing the flight around I have 3 cancellations with internal flights, and when I try and request a refund the BOT is useless ! I want to speak to a human not a dam robot that asks the same repetitive question I want a FULL REFUND DO NOT USE this RUBBISH airline
Much like others -- AirAsia cancelled my flight, and I've been waiting 45 days for a refund. Their automated chat assistant is useless. I was "connected" to a "live agent", but haven't received a single response. This is abysmal. I will never, ever, ever book with AirAsia again. I've read countless stories from other flyers who have been waiting up to 3 years. At this point a Class Action could be taken out against this dishonest, thieving company.
I had booked a flight by AirAsia on May 11. Then I have received an e-mail and text message that the flight was cancelled on June 16. They offered three options including refund. I started refund process. It is almost three weeks and there is no refund yet, even they don't give a proper timeline for refund. I would never book a flight by AirAsia again.
Brnad new suit case damgaed at the airport, went to the customer service, said we could only file it online but there is no way to do it online.
I’d prefer to put nil stars discusting Airways We are still waiting on our cancellation refund which they cancelled Its been over 40 days they are saying up to 3 to 6 months I reckon they are making interest on my hard earn wages they are not the airways to do business with they are handballing this to booking .com who are just as bad playing games back and fourth no solution please don’t fly with these guys I’m serious No way of contacting them it’s the worst experience I’ve ever had my son booked these early for Bali for my 60 yo were are still waiting on a refund awful experience not professional my sons name is Nathan smith case number 6243084 reference - 40-875674784
Air asia is a reduced mobility, in need of special assistance and on wheelchair airlines. At Surat thani airport, Thailand , we had 3-4 Kgs extra weight, which is no big deal but the CLOWN at the air asia counter behaved as if heavens have fallen and tore our boarding passes and asked us to sort the extra weight instead of informing us the charges for extra weight/kg and payment options. Not only this, this air asia CLOWN on the boarding card wrote gate number 5, which one would usually associate with the gate from which the aircraft would be boarded! But gate number 5, was actually the immigration counter. This Clown "forgot" to tell us that, as in a lot of countries immigration is usually done from the last airport of departure from the country and we were flying domestic from Surat thani to bangkok. All in all, air asia is in desperate need of special assistance!.
I wanted to ask them a simple question which related to a flight booked from Kuala Lumpur to Phuket. When I tried to book in the boarding pass was not issued to me, they had no record of my booking. I had booked the flight via Kiwi and I suspect that they cancelled it by mistake. I just couldn't get an email address to start my conversation with Air Asia. They have this poxy 'BO' AI assistant but you cant even start a meaningful conversation with a chat bot. The flight was AK820 on 23rd May reference RY5D7M
They cancel a flight then jack you around trying to get a refund.
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