One star only because zero stars is not…
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.