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.What an absolute garbage company, how does this company even still function. Their app is a complete mess, they’re asking me to pay extra for a change I didn’t even confirm. Now it looks like I’m gonna lose the original booked and it took me legit 24 hours to be able to get to a live agent. Really someone’s gotta do something about this company. Literally scamming people left, right and center.
AirAsia is the only airline available. Lucky me. I used their online system to book a round trip fare. They charged me the round trip fare, but booked only one way. There is NO CUSTOMER SERVICE. Their bot is useless. No phone support so had to go all the way to airport on flight date. They could do NOTHING. I had to buy a separate return. This is called "theft". Just take a look at where they're headquartered. Tells you everything. I'll drive next time.
If I have an option to give no star then I will. The worse and ridiculous costumer service I ever dealt with. An AI chat never help, conversation going in circles. They cancel mu flight then refund remains on process and its been more than 60 days now. No email or phone number to call. They should be reprimanded for scamming costumer. Aviation authorities should deal with this multiple concern. NEVER USE THIS POOR AIRLINE
AirAsia app failed at immigration, one boarding pass disappeared, and we missed our flight even though we arrived early and checked in online. Staff were unhelpful, and we had to pay RM3,075 for replacement tickets after losing RM945. Very disappointing.
Awful airline they charge as much as anyone else but on a long haul flight youbhave no where to charge, (unless you paid 300rm or £55) no entertainment at all. Also if ypu want water its all paid and if you dont have the right sort of bank card or cash they won't give you any water at all (this is on a 12 hour flight) absolutely avoid if possible.
Worst customer service I have ever experienced. Non existent. They cancelled my flight but cannot get a refund. I am chasing £512. Have now passed my case forward to MasterCard to retrieve my money. I am a frequent flyer but will never use Air Asia again. They should be made to pay compensation for the stress they cause. Look at the reviews over 91% people given one star.
Air Asia changed my flight, and informed me that if i do not accept the change i can get a full refund, i did request a full refund. Now it has been 4 weeks, and no refund. i will wait 1 more week and then i have to contact my bank and make a claim there. Air Asia is not good at all...
One star for their customer service. Five stars for their cabin crew, pilots and aircraft. That Alice in Wonderland type bot Bo, has great delight in getting you to chase the rabbit down the rabbit hole in lieu of him or her. They totally ignore most issues as though it never happened - ignorance is bliss.
If you wish to contact them then the best you will get is a chat bot. They tell me that they have processed a refund however over 30 days later the funds are still not in the bank and guess what, I can only contact their chat bot. The bot tells you it is transferring you to a live agent and after a few minutes just disconnects. Then we start again.
Booked our Bali flights for a family holiday. The flights were changed by Air Asia due to geopolitical reasons, and in applying for a refund, four weeks later, no money has arrived back in our account. Very unhappy! This was our first booking with AA. Will never book with Air Asia again
Cancelled my flights, then they automated chat bot couldn't do a simple rebooking and bugged out. Finally got the option to connect to a human which I had to wait 40 mins for only for the human chat to bug out half way through. Rubbish Customer Experience
Despite having changeable tickets, their app would not allow us to do this. Tried to access their sales agents (their system kept cancelling the connection) and eventually their sales agents booked the wrong date. We had given the date in the chat but they made it for another month. Tried to resolve before they finished the session but they cancelled the connection. Outcome - had to buy new tickets. Never use air Asia. Please. Update - sent a complaint to AirAsia and they have now advised that they have reinstated our dates (despite knowing what we want to do). If we want to change, we will have to go through their horrible ‘chat’ system with all of the stress.
would have to be the worst airline in history for customer service. they cancelled a flight said i could be refunded. all online process. need to wait 30 days. 30 days has come still no refund. im so frustrated as there were 7 of us that had to oulay extra cost to rebook with another airline. no happy
Booked flights via Expedia. Flights cancelled a week later. Was told by the Bot that I had to go through Expedia for a refund. Expedia telling me that I have to go through Air Asia. No response from Air Asia. They are nothing but thieves. DO NOT book with this airline, it is a scam
I don't even want to give them a star not deserved. Cancelled flight making us miss two days of our trip and making us change our trip plans costing us more money. Also due to the cancelled flights and rebooked two days early then when checking in was charged baggage as they didn't honour our orignal bags we paid on our orignal tickets. over $300 for two bags less than 20kg each. No service at all on the plane not even a cup of water. What a joke of an airline. Will never use again and will tell everyone to do the same. Staff are rude and opprate like robots.
Shocking. Cancelled my return flights to Asia (when I have internal connecting flights already booked) three weeks before the due date. Have been fed conflicting and incorrect information. Waiting for a refund but it will not cover a third if the costs of new flights at this late stage.
I am extremely disappointed with my experience with AirAsia. I accidentally booked a flight for the wrong year while trying to purchase an urgent ticket for my father. He needed to travel the next day to visit my mother, who is currently sick and in the emergency room at the hospital. I realized the mistake almost immediately and tried to get help right away. This was not a case of changing my mind or casually canceling a trip. It was an honest booking error during a stressful family emergency, and the ticket was completely unused. Unfortunately, AirAsia showed an extreme lack of humanity and flexibility. I explained the situation, including the fact that my father needed to travel urgently because of my mother’s condition, but there was no meaningful help, no reasonable exception, and no real solution offered. Losing almost 4,000 THB over a mistake reported within about an hour is already frustrating, but what hurts more is the complete lack of compassion in a serious family situation. I understand airlines have policies, but there should still be room for human judgment when a customer immediately reports an obvious error connected to a medical emergency. This experience has made me lose trust in AirAsia. I would strongly warn others to double-check every detail before booking, because if something goes wrong, even during a family emergency, you may receive no real support.
Do NOT buy a ticket through Air Asia. They will sell you a cheap ticket and then cancel after using your money for weeks or months. Then your left with no explanation, a changed flight which is completely out of whack with your accommodation and no other choice but to pay more than if you qent with someone else originally, flights have gone up now. The business is obviously a Ponzi scheme. Do NOT buy a ticket through air asia.
AIR ASIA ABSOLUTELY SUCKS. THEY ARE FRUSTRATING TO DEAL WITH AND THEIR CUSTOMER SERVICE IS ABSOLUTELY TERRIBLE. I KEPT GETTING THE RUNAROUND TRYING TO CANCEL A FLIGHT WELL IN ADVANCE. I AM STILL DEALING WITH THE ISSUE. THEY’RE AI IS INCREDIBLY FRUSTRATING TO DEAL WITH AS WELL. THEIR CUSTOMER SERVICE DOESN’T GIVE YOU THE RIGHT INFORMATION. THE AGENT I SPOKE WAS SAID THAT THEY DON’T HAVE A NUMBER FOR YOU TO CALL TO SPEAK TO A LIVE AGENT ABOUT AN ISSUE. AVOID A HEADACHE AND DON’T USE ASIA AIR AT ALL.
Avoid at all costs All I want is a proof of no show for a flight we couldn't attend and the customer service is absolutely awful. Going to lose about £600 as can't claim through insurance without the proof.
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