AirAsia（www.airasia.com）在 OK.one 的综合评分为 2.2 分（满分 5 分），基于本站收录的 369 条用户评价，属于旅游度假分类，口碑较差。54% 的评价为 1 星，差评比例偏高；商家尚未回复差评；评价主要围绕客户服务、价格。数据最后更新于 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.
本段由 AI 基于该企业的全部评价自动归纳，仅供参考，不代表平台立场。Always delay, from 1pm , delay to 2pm, and announce delay again to 6.40pm, and delay again to 9.10pm, and delay to 10.40pm, and delay again to 12:40am. What a clown company. They only give compensation voucher for 1 mee goreng kosong with 1 bottle water mineral.The most unreliable airline . Need to wait more than 12 hour. This will be my last time using airasia.
Criminals, honestly should not be in business. Lies, cheating, destroy people's holidays, don't care about the consequences. Will be taking them to court for their negligence. I can't stress enough, do not use them ever. You will pay much more and cause yourself intense stress. They don't deserve a 1 they deserve to be put out of business
I flew AirAsia on a Premium Flex ticket, expecting a corresponding standard of care — including for checked baggage. My suitcase was returned with the wheel assembly completely broken and detached, rendering it unusable. I reported the damage immediately after landing and filed a formal claim with photos. AirAsia's Lost & Found department's first response cited their terms and conditions on "minor wear and tear" to protruding parts like wheels, and pointed me toward purchasing travel insurance to cover exactly this kind of damage — effectively shifting responsibility for damage caused by their own baggage handling onto a client's insurer, rather than the airline itself. After I pushed back on the "minor wear" mischaracterization — my case involved a fully broken wheel, not cosmetic damage — and referenced the photos, AirAsia offered a flat compensation of IDR 200,000 (roughly the cost of a coffee), describing it as "firm and final." I then submitted the original invoice for the suitcase and cited Indonesia's own aviation regulation (Permenhub 77/2011, Article 5(1)(b)), which requires that damaged-baggage compensation reflect the actual item — its type, size, and brand — not an arbitrary flat sum. AirAsia's response: they raised the offer slightly to IDR 300,000, again calling it "firm and final," without any reference to the invoice I had provided or any explanation of how the new figure was calculated. At the time of writing, I have received no further response addressing the invoice or the regulation cited. What should have been a straightforward, well-documented claim has instead involved being redirected to insurance, dismissed as minor damage, and offered a token sum twice over. I'd caution other travelers — especially those paying for premium fares expecting a higher service standard — about what to expect if your baggage is damaged.
Unimpressed with the behaviour of the airasia staff at the gate. Yelling and being disruptive. They were more busy with their tiktok than the people waiting to board. Unprofessional. Felt like being in a clown circus. Perhaps personal live streaming is more important than doing your job. You should be fired on the spot.. What a nightmare 🙄
First tine in my life, i book a flight for 2, and at check in, they put 1 person in row 10, the other in row 38. When i found a staff to assist, they say if you dont pay for your seat, they will spiit you up as flight os full. So my wife and me will split up on our couple holiday, ridiculous!
If I could give zero stars, I would. Giving even one star feels like I am being robbed by AA for the second time. I simply wanted to change my flight date. That is it. No complicated request. No refund expected. No special treatment needed. My original flight was actually MORE expensive than the new flight, and I was perfectly happy to forfeit the difference. I was not asking for money back. I just wanted to move my booking to another date. Apparently, that was an outrageous request. Instead, AA repeatedly tried to charge me the FULL price of the new flight, as though the money I had already paid had mysteriously vanished into another dimension. So just to clarify, I pay more for my original flight, move to a cheaper flight, happily give up the difference, and AA's response is essentially, "Excellent, now please pay us again." Make it make sense. Then came BO, the AI chatbot that im pretty sure use Ai to do his Ai job. I was repeatedly sent back to BO, presumably because someone at AA believes BO is helpful. BO was about as useful as a chocolate teapot. Ask a question, get nowhere. Try again, get nowhere slightly differently. Eventually, after what felt like negotiating with a particularly stubborn vending machine, I managed to reach a live customer service agent. And somehow, that was not an improvement. The communication was so unprofessional that I genuinely had to wonder whether I was chatting with customer service or someone who had been reluctantly handed a keyboard five minutes earlier. What should have taken five minutes turned into an exhausting exercise in explaining basic arithmetic, navigating a useless chatbot and trying to convince customer service that the money I had already paid actually existed. I have flown with AA before, but after this experience, never again. There are plenty of airlines out there that understand the revolutionary concept of customer service, treating customers like customers and not an inconvenience that has somehow learned to type. AA, you have officially lost a customer. Please take my booking history, my patience and your BO chatbot and put them where they belong, in the bin.
I booked an AirAsia flight for June 2026 through my travel agency, Capital One, in January 2026. But my flight was cancelled in April 2026, and they scheduled me on an alternative flight but gave me the option to cancel my flight if I didn't like the new flight. I didn't like the new flight times, so I tried to cancel it through the airline, but they said to cancel through my travel agent. Then Capital One said to cancel it through the airline, and I tried cancelling through AirAsia, and the chatbot kept saying it couldn't cancel my flight. I tried calling them; no answer. The chatbot wouldn't even let me connect to a live agent. So I disputed the charge through Capital One, got my money, and booked a different flight with a different airline. Then, in June, apparently AirAsia refuted my chargeback, and Capital One said I was responsible for the charge, so I had to chase AirAsia to file a complaint about this, and finally they said they would give me a refund. They approved my refund request on August 2nd, and it's now mid-September. I called Capital One asking for an update on the refund and now apparently AirAsia is trying to refund only part of my original payment. I am currently studying in Sri Lanka, so they're trying to refund through LKR even though I PAID IN USD!!!!! THROUGH CAPITAL ONE TRAVEL!!! They then we're gonna use the conversion from LKR to USD, which would be about $100 less than what I originally paid. I actually hate this airline so much. Very shady company, can I just say. No live agent to talk to, and just a useless ai chatbot to help with your problems. I would not recommend doing business with this company. They are complete trash, and the fact that they're trying not to refund my full amount is appalling for an airline. I'm trying to make do with the money I make, yet a company that probably makes millions a year is trying to hog my $100. How disgusting. Don't use this company. Absolutely horrible airline
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!!!
Horrible customer service. Im trying to change the dates of my flight (while I paid extra to be allowed for such a change and already spent what 3/4 hours fighting against the app/website and stupid ai chatbox bot. Still no sign of succes. Highly recommend looking elsewhere
As much respect I have, FAs should consider to NOT wear perfumes. Please think of the passengers who are in hours of flight and the whole flight smell of your cologne. I literally got sick the whole flight because of that
I live in NZ. A scammer hacked my Google wallet and used my credit card details to book 4 flights across Asia with these guys. They were/are uncontactable, none of their email addresses work. There is no native function within the website to cancel flights, request a refund or speak to a 'real' person. This was never addressed, and the flights proceeded.
Bad company. No confort. People really not friendly, charging everything..
I booked my flights with AirAsia months in advance to secure affordable tickets and carefully manage my travel budget. Unfortunately, my experience turned into a very frustrating and expensive one. Just two weeks after making my booking, AirAsia cancelled the first leg of my journey. They were unable to provide an alternative flight on the scheduled date or even on nearby dates. I was therefore left with no choice but to select a replacement flight with another airline through the options provided by Trip.com, which cost significantly more money. I had to accept this in order to complete my journey. A few weeks later, AirAsia cancelled the second leg of my trip as well, forcing me once again to book an alternative flight at additional expense. My original return ticket cost approximately £600. However, due solely to AirAsia's cancellations, I had to spend an additional £672.29 on replacement flights. In total, my travel costs more than doubled because of AirAsia's inability to honour the flights I originally booked. Another major issue was the way AirAsia handles customer communication. There is no straightforward customer service email address or accessible telephone support. Customers are directed to an AI chatbot with very limited options, making it extremely difficult and time-consuming to receive assistance. It took me weeks of effort before I was finally able to communicate my complaint directly to a human representative by email. When I contacted AirAsia regarding the cancellations, I was informed that no suitable alternative flights were available and that the only option was a refund. As the time was passed, I ended up paying hundreds of pounds extra to complete the same trip. For me, this completely defeated the purpose of booking early and budgeting carefully. Based on my experience, I cannot recommend AirAsia.
⚠️ FOREIGN TRAVELERS: BE VERY CAREFUL WITH AIRASIA BAGGAGE FEES I want to warn other international travelers, especially anyone whose AirAsia flight is booked through a travel agent as part of a larger vacation package. Our Thailand trip and flights were arranged through a travel agent, so I was not familiar with AirAsia's baggage system. I knew we had checked baggage, but I did not realize that our allowance was limited to only 15 kg (about 33 lbs). At Krabi Airport, my suitcase weighed 18.2 kg (about 40 lbs) — only 3.2 kg (7 lbs) over the allowance — and I had to pay an additional 899 THB at the airport. I understand that airlines have baggage policies and fees. My issue is that, as an international traveler with the flight booked through a travel agent, this restriction was not made clear to me. If I had known beforehand, I could have purchased additional baggage allowance in advance or packed differently. For travelers from the United States and other countries where we're accustomed to thinking about checked luggage in terms of bags and much higher weight limits, do not assume that "checked baggage included" means you have a typical full-size suitcase allowance. Before flying AirAsia, check your reservation yourself and look specifically for the number of kilograms included. If your travel agent booked the flight, ask them exactly how many kilograms of checked baggage they purchased for you. I wish someone had warned me before my flight, so hopefully this review prevents another traveler from getting an unexpected charge at the airport.
As with many reviews, mine is about a refund I am owed ($725) that I have not received because of a change in card details. I am going around in circles trying to provide updated card details to get the refund. The chatbot says it has been paid, so case closed. The phone number in Australia is recorded message only. The customer support email doesn't get responded to. And so it goes on. I guess the only thing I can do is withdraw my custom.
I had a bad experience with AirAsia flight. We booked at 1120am flight from Kalibo to Manila returning from an event. We arrived 1030am way ahead of domestic flights schedule at 45mins prior to departure. We were checked in at 1035am to 1040am only to be told that we didn't made the cut-off time! Yes time is of essence, we understand but to cut us off because the captain of the flight doesn't not want to reconsider because he left at 11am instead of the scheduled 1120am we were denied entry. For me its just outright unfair since time was still on our side but because they would rather go home early than reconsider us 2 who actually came in at the exact time. Worst CUSTOMER SERVICE!!! SUGGEST YOU RATHER BOOK OTHER AIRLINES THAN AIR ASIA !!! NOT THE WORLD'S BEST BUT WORST AT BEST
I made the mistake to buy a direct flight from Bangkok to Cebu (round-trip). The first flight was cancelled, i was moved to another one scheduled the day after. That was also later cancelled, and i was moved to a "flight-thru flight" implying a stop-over of 6 hours and a half in Kuala Lumpur. Countless reschedulings, some close to the departure, finally extended the stop-over to more than 10 hours. Countless because some were not even communicated, and asking twice why that did not happen while replying to their e-mails never received an answer. Boarding the flight from Kuala Lumpur to Cebu was delaied by one hour, so that in the end the stop-over lasted more than 11 hours. Applied to their office at Don Mueang (DMK) before leaving Bangkok to ask for assistance during the long upcoming stop-over, to no avail. Later received an e-mail kindly confirming that i was entitled to nothing, and no refunds. My replies asking thrice to be instead compensated were never answered. In the meantime, also the direct return-flight had been cancelled, and replaced with another "fly-thru" Kuala Lumpur. Changing that date was hellish, because the inevitable chatbot ("Bo") is a perfect example of Artificial Idiocy. The pseudo-reasons for all that mess of cancellations/reschedulings always being "evolving geopolitical conditions", whereas everything was business as usual in the concerned countries. Alternatives to being tossed around that way were either receiving points or the promise of a refund from this rogue entity, from which also struggle to receive their dues much more powerful creditors such as the Civil Aviation Authority of the Philippines, which in fact in early June 2026 had almost expelled this scourge of the aviation from 44 airports due to its insolvency since 2021.
I was so stupid not to check reviews first !!!! We never got to fly with them - they changed flights so many times and then eventually cancelled.. Here starts then problems - 3 months later and no refund on my account... They keep telling me lies..
Absolutely appalling experience with AirAsia. They cancelled my flight, yet somehow I’m the one who has been left chasing my own money for SEVEN WEEKS. There is still no refund in sight. Seven weeks to return money for a service that AirAsia themselves cancelled is completely unacceptable. I’ve been left out of pocket through absolutely no fault of my own, with endless waiting and no satisfactory resolution. Taking payment is instant, but apparently returning it after they cancel the flight can take months. This has completely destroyed my confidence in AirAsia. Customers should not have to repeatedly chase an airline to get their own money back after the airline cancels their booking. Seven weeks and counting. No flight. No refund. No acceptable excuse. I would seriously think twice before booking with AirAsia if this is how customers are treated when something goes wrong.
Very Poor Refund & Customer Service Experience with refund for duplicate book g.
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Trip.com3.0共 369 条符合条件的评价
