Avoid AirAsiaX at all costs. No one deserves to be treated like this.
My flight with AirAsiaX itself went smoothly, but what happened after landing was absolutely unacceptable. When my brother and I arrived in Kuala Lumpur, the immigration machine tore his passport. As a result, he was denied entry to Malaysia — which we completely understood. However, since he couldn’t enter the country, he was placed under the responsibility of AirAsiaX, and that’s when everything turned into a nightmare. My brother was detained for three days in what they called a “waiting room,” but it was more like a cell: over 70 people crammed into a small, overheated room (around 30°C), sleeping and eating on the floor, with no Wi-Fi and very limited access to toilets. The AirAsia security staff (wearing AirAsia badges) were extremely rude, verbally aggressive, and intimidating. Only two of them showed any respect or basic humanity. It was impossible to ask questions or get any information. Meanwhile, the embassy specifically asked me to stay in Kuala Lumpur to follow the situation and not leave my brother alone. This forced me to extend my stay, pay for several extra hotel nights, buy new flight tickets, and cover many transportation costs — including countless Uber rides between the embassy and the airport where my brother was being held. Thanks to our embassy’s efforts, a laissez-passer was eventually obtained so that he could return home. But even then, AirAsiaX continued to make things worse: they refused to transfer him from one terminal to another (from T2 to T1), refused to handle his luggage, and delayed the process so much that he missed his flight. We had to buy new tickets at our own expense and spend an additional night at the airport — all because of their negligence and lack of organization. This experience was traumatic, inhumane, and completely unacceptable. I have traveled extensively around the world and have never seen an airline treat passengers this way — especially one that claims to be the “World’s Best Low-Cost Airline.” We lost money, time, and peace of mind. AirAsiaX’s behavior was disgraceful and deserves to be investigated. I have photo evidence supporting everything I’ve stated here. Avoid AirAsiaX at all costs. No one deserves to be treated like this.