Poor service and fraud
Having tried dozens of airlines, I can say that AirAsia is by far the worst airline I’ve ever used; we’re talking about outright scams. We booked a return flight a month and a half in advance; a few days later, they cancelled our return flight and automatically rebooked us onto a much longer itinerary with a stopover, which didn’t suit us at all. That’s when the nightmare began: it’s impossible to work out what you can and can’t do; whatever you try, nothing seems to work. Even now, a week later, I still don’t know whether they’ve refunded the tickets, cancelled the booking, or done nothing at all. My account keeps giving me conflicting and insufficient information. The worst thing is that there’s no customer support: the only option is to speak to the chatbot, which doesn’t actually solve anything – it always replies with the same three pre-written phrases. And be careful (!!) because I’ve had it change the questions after I’d replied, causing me to cancel (or so it said at the time) my flights without me wanting to. After dozens of attempts, I think I managed to speak to a human agent just once, who told me they would proceed with refunding the tickets, but the chat closed immediately without me being able to get any details or confirmation, and I still have no idea what happened. And it’s impossible to find out. So I find myself unable to organise my trip, unable to book new flights or do anything at all, because Air Asia has set a 30-day processing time for refunds or cancellations (I don’t know which of the two). Disgraceful – avoid them!!!