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.
Been a while since I used it. Wow. It certainly did not get any better. The user interface trying to bundle hotels with flights is the worst I have ever seen. Nothing is even close. They sent me an itinerary with no flight numbers on it. I spent a half hour trying to find the flight numbers. They may have been in there somewhere among the blitzkrieg of emails. I see they don't respond to any of the hundreds of negative reviews just on this site, so they clearly do not care about their customers. Wow.
I booked a flight on Air Asia last May 2026. They cancelled my flight without notifying me. I had to buy another ticket on Cebu Pacific urgently. I asked Air Asia to give my money back. They told me they will refund my money. They didn't. I contacted them again in July, then in September. They told me I have to wait. Otherwise, they can give me a voucher within 3 days. This is the proof they don't want to give my money back !!! Air Asia has financial difficulties, I know now they will never give my money back.
They treat their customers very badly. They are scammers. Never fly with them, you take the risk to lose your money !!!
One star only because zero stars is not an option.
Our AirAsia flight was cancelled, and we were rebooked onto a much later flight. To make matters worse, even though we were traveling together, our group was split up during the rebooking process.
The most unacceptable part was the complete lack of real customer service. There is virtually no way to speak with a live person when something goes wrong. Instead, you are forced to deal with Bo, AirAsia’s AI chatbot, which sends you in circles, repeats useless information, and does absolutely nothing to solve the problem. When your flight has been cancelled and your travel plans have been disrupted, a chatbot is not customer service.
The airport agent was no better. Unhelpful, unsympathetic, and seemingly uninterested in assisting passengers who were already dealing with the airline’s cancellation.
Flights get cancelled. That happens. But how an airline handles the disruption tells you everything about the company. AirAsia made an already frustrating situation significantly worse through poor communication, inaccessible customer support, and a complete lack of concern for the passenger experience.
I will never fly AirAsia again. I would also strongly discourage anyone I know from booking with them. Cheap airfare is not worth this level of aggravation when something goes wrong.
Worst airline refund experience 5 months later still no refund
My Flight from Cebu to Hanoi was cancelled on 8 May 2026. I had opted for a refund and submitted all required forms. Five months later the status on my file is " Being Processed by Air Asia".
This toatally unacceptable business practice adopted by Air Asia.
Very difficult to find a human being to speak to about my case. Online "Bo" is totally ineffective as says Allstar has joined and will be ready to chat in a few minutes. Half an hour later I am still waiting!!.
Worst airline refund experience I have ever had.
I am extremely disappointed with AirAsia’s customer service.
I had a booking with AirAsia (booking reference YJ263X), but unfortunately my brother passed away unexpectedly. I had to return home immediately and cancel my travel plans in order to deal with his death and all the necessary funeral and administrative arrangements.
I am simply asking AirAsia to consider these exceptional circumstances and issue a refund.
I have a death certificate as well as both my brother’s and my birth certificates proving our family relationship, and I am ready to provide all the necessary documentation.
The biggest problem is trying to actually reach a human being. AskBo is incredibly frustrating and does not allow me to properly explain my situation or submit my documents in a meaningful way. Every attempt seems to lead back to an automated process that does not address my situation.
I understand that airlines have cancellation policies, but a death in the immediate family is an exceptional circumstance and should at least allow a customer to speak to someone and have their case reviewed individually.
I am not asking for special treatment without evidence. I have official documents proving what happened.
AirAsia, please have a real person review my case and my refund request. This is already an extremely difficult situation, and having to fight an automated system just to get someone to look at the documents makes it unnecessarily worse.
After flying around the world for the last 40 yrs, i can honestly say Air asia is the worst airline experience i can have.
Booking system is misleading and designed to make you confused , so errors like extra luggage booking will be wrong and to change you need to buy a new ticket.
Recharged $600 at airport for extra luggage, already booked and paid for. You are not able to get off at a destination if you transit, even on request. You need to buy a new ticket. AVOID AT ALL COSTS , and WARN FRIENDS AND FAMILY. THIS IS WHAT COULD BE DESCRIBED AS A RAPIST AND CHILD MOLESTER OF AN AIRLINE, no conscience or care of how they take from people. Black list this airline
Their website AND app will make the sanest of men crazy. It is disgusting, degrading, dysfunctional, impossible to use. You go round in circles. Verification upon verifications. The Chatbot Bo is of no help at all. How do the web developers or app developers keep their jobs? Easily one of the worst websites I've ever been on in decades. Has ruined an entire afternoon. And all I wanted to do was check into my flight!
I haven't yet flown with Air Asia, but my upcoming flight experience puts these guys forward as my nomination for worst airline ever.
Cancelled and rescheduled my flight to an option with a 12 hour layover and arriving a day later than I need.
There is no option to change to an earlier flight and it is impossible to contact them to try and resolve the issue.
Their Chat Bot is an endless loop of disappointing "customer service", they won't return calls left to their (difficult to find) Australian support line, and despite raising a case through their chat that promises to reply within 48 hours, I have waited weeks for a response.
Now they have finally offered a credit but I cannot access my "Credit Account" in their pointless Move App. Never again!
I am extremely disappointed and angry with the attitude of your ground floor staff. There was ZERO greeting, ZERO courtesy, and absolutely NO sense of proper customer service. The way they looked and treated me made me feel like I was asking for something FREE instead of PAYING for your service.Is this seriously how your staff are trained to treat customers? Please TRAIN YOUR STAFF PROPERLY in basic customer service, respect, and professionalism. A customer should not have to deal with unfriendly faces and rude attitudes just for walking into your establishment.As a Sabahan Muslim, I am especially disappointed to experience this kind of attitude. Please take this complaint seriously and do something about it instead of simply ignoring customer feedback.
Joke of an Airline. Surprised they are in business. Charged 2200 pesos for bagage being overweight. Apparently the allowance is 7kg. The damn luggage is already more than half the weight empty.
Hidden charges for my golf set even though it was within the 20kg baggage entitlement.
Ground staff (including the supervisor) at Danang airport terminal 2 were rude and extremely unhelpful. Refuse to identify themselves when asked so that a feedback can be filed.
Ground staff from AirAsia was equally unhelpful and asked me to ask their chatbot before buying their tickets.
As most airplanes does not differentiate between sport equipment from
The baggage allowance, it is uncommon for anyone to even ask whether golf clubs are charged separately.
Really bad experience and golfers and sportsmen with oversized golf equipment need to be aware of this rude shock.
Booking this airline is a major risk. It's all ok when it goes to plan and it's cheap, but so is the service.
The airline cancelled my flight so I requested a refund.
The process was exhaustive and super difficult. Dealing with "Bo" the AI contact was useless, no way to talk with a person Just repetitive replies from a robot. Over 3 months I was given different case numbers and dates in order to obtain my refund. Then they closed my case with no refund stating they had refunded the money which was not the case. It took months to obtain my refund and only when I enlisted my Credit Card company to obtain my refund.
In my opinion they are not ethical and obviously did not want to refund the money. I have known people in a situation like this that give up and Air Asia keeps their refund.
You have been warned.
Horrible airline, half of the time they are late and today they announced a 2 hours delay and they're even late on the announced delay. They have a great ability in delay flight. Never going to buy another ticket with them.
They canceled my flight and took my money, and no way to refund it with their chatbot service. I cannot connect to them because their telephones don't work either.
I just wanted to cancel my flight. An error kept showing up on my computer when I tried to. I tried using the AI customer service. It didn't help. I could not find a customer service phone number. I've tried cancelling it for the last three days. There is still no solution in sight.
AirAsia cancelled my flight five months ago and still has not sent my refund. They approved it and even after checking on it weekly they said its being worked on. So at this point, they sell tickets, then cancell their flight just to keep the money.
AirAsia cancelled my flight, but getting the refund was made almost impossible by its customer service
AirAsia cancelled my flight, but getting the refund was made almost impossible by its customer service
AirAsia cancelled my flight, leaving me entitled to a refund, but neither AirAsia nor Expedia could resolve the issue. Expedia was trying to help, yet couldn’t get a response from AirAsia, while AirAsia repeatedly sent me back to Expedia.
Trying to contact AirAsia when something goes wrong with your flight is an absolute nightmare.
Their automated robot is incredibly frustrating and makes it almost impossible to speak to an actual person. Even the live chat experience was frustrating and got me nowhere. I was stuck going around in circles — AirAsia telling me to deal with Expedia, while Expedia was unable to get the information or response it needed from AirAsia to process my refund.
The worst part is that AirAsia cancelled the flight, yet I was the one having to constantly chase everyone just to get my own money back.
There is seemingly no straightforward way to speak to someone who can actually take ownership of the problem and resolve it. For something as important as flights, cancellations, changes and refunds, customers should be able to contact a real person when the automated system cannot resolve the issue.
This was probably one of the most frustrating customer service experiences I’ve ever encountered. Based on my experience, AirAsia is incredibly difficult to deal with when anything goes wrong with your booking. The lack of accessible human customer service is appalling and has completely put me off booking with them again.
VietJetAir
Batik Air
Thai Airways International
Airpaz
Scoot
Thai Lion Air
Malaysiaairlines
Trip.com