United Kingdom
This airline is a nightmare. They cancelled my flight from Kuala Lumpur to London and after 1 month I am still waiting for my £400 refund. I tried to contact them multiple times, but apart from the useless AI both, it's impossible to reach a human. Don't book flights with this company!!
I am extremely disappointed with AirAsia's customer service. My return flight from Kuala Lumpur to London was cancelled, and since then I have spent hours trying to contact customer support to discuss my options. Unfortunately, it appears to be virtually impossible to speak to a real person. The only support available is an automated chatbot that repeatedly sends you in circles without resolving the issue. There is no clear way to escalate your case to a human agent, even when your flight has been cancelled and you need urgent assistance. A cancelled long-haul flight is a stressful situation, and customers should not have to waste hours searching for a way to contact someone. Instead of receiving support, I have been left to figure everything out myself. An airline operating international long-haul routes should provide a reliable way for customers to speak to a representative when travel plans are disrupted. Based on my experience, I would think twice before booking with AirAsia again.