No customer service reps work there
I booked a flight that they cancelled then most of the options they gave me to get a refund didn’t work and I was met with an error from their AI system Bo. Eventually I was able to get a credit by after I chatting to a few people online who had the same issue. Apartently only one of the three options worked and you can only ask for a credit without causing the AI to bug out. Have a look on there facebook site you will see it full of complaints due to the fact that they have no customer services reps. They will only let you engage with faulty AI. Do If something goes wrong with your booking expect to lose your money. They will not even talk via email. If am wrong about this I would like to hear what airasia say… But the 30 or so times I flew with them pre covid I had very positive experiences.