AirAsia Reviews 

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.

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..

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 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

Absolutely abysmal. Trying to change a flight. Had to make multiple login attempts. Not supposed to be charged a fee at all, but tried to charge for a complete new fare. Also wouldn't work unless you selected the choose seat option, which I didn't want, and charge you for it. The chatbot wouldn't work. Transferred me to a real person (it said), who also tried to charge me an additional fee as a fare difference. I'd checked this and told him there was no fare difference, but he kept insisting there was. And then the chat window just shut down.
Also very slow.

AirAsia proudly brags about being named the "World's Best Low-Cost Airline", but their service is an absolute nightmare. During my family vacation this past summer, I booked three different flights with them, and they changed the schedules on EVERY SINGLE ONE of them, causing me numerous inconveniences and extra expenses for changes to transfers and hotels during my trip. For this specific flight from Chiang Mai to Phuket, they changed the schedule twice. Even worse, for my flight from Kuala Lumpur to Siem Reap (Booking RHIVHK), they delayed the flight by a whole day with only 15 days' notice, causing massive disruptions, extra hotel costs, and rescheduled transfers.
To top it all off, on the Chiang Mai to Phuket flight, their ground staff completely smashed and destroyed my high-quality suitcase (bought in Spain). Ironically, since they are a low-cost carrier, I had to pay an extra fee specifically to get a better fare that would allow me to check my luggage, trusting it would receive proper, standard handling. They completely smashed the suitcase. I filed a PIR (Property Irregularity Report) No. 230877132 immediately at the Phuket airport, where they initially offered me a ridiculous compensation of 500 bahts (13 euros) or a cheap fabric suitcase (mine is a high-quality, hard-shell one). To make matters worse, their official app doesn't even show my open case in my profile, hiding their terrible management.
Due to their negligence, I was forced to make an urgent emergency purchase of a replacement suitcase in Phuket just to pack my clothes and fly back home, spending an additional 1,500 THB.
AirAsia customer support is repeatedly ignoring the international standards they claim to follow and respect. After repeatedly wasting my time—and despite having submitted the receipts for the original suitcase, the emergency replacement, and everything else requested—they are offering an insulting compensation of only 1,000 THB (€26). This does not even cover the emergency bag I had to buy because of them, let alone the original €165 suitcase!
I have been more than reasonable by asking for a fair total of 3,900 THB to close the case, but they keep sending automated template replies that are spaced far apart over time. I imagine they are just waiting for me to get tired and give up. It is shameful that the "best low-cost airline" treats loyal, paying passengers this way. All I can do is warn you: Avoid it at all costs; they can ruin a business trip or a long-awaited family vacation. The fact is, if a company of this stature fails to respond when a problem arises, don't be fooled: the "world's best low-cost airline" actually proves itself to be the "world's worst airline with the worst customer service".

I booked a flight to the Iondon from Malaysa in April I received notification around June that the flight had been cancelled I applied for a refund. I have given my details to the bod dozens of times and now see that my case has been closed. I am owed RM8,000. I hope that somebody from Air Asia can react to this as my any other option would be legal action.

Very Disappointing Experience with AirAsia Singapore Counter Staff

The experience with the AirAsia team at the Singapore counter was extremely disappointing.

We arrived at the counter about 10 minutes late, even though our flight was still scheduled to depart more than 1 hour later. The staff refused to issue our boarding passes and told us that we had to purchase a new ticket.

What was even more frustrating was that, instead of properly guiding us to check in online through the AirAsia app, the staff told us that there was no online check-in option and that buying a new ticket was the only solution.

However, we later discovered that online check-in was still available less than 30 minutes before the scheduled departure time. Unfortunately, because we trusted the staff’s advice, we ended up purchasing another ticket unnecessarily.

This was not only extremely frustrating but also resulted in an avoidable additional expense. Staff should provide accurate information and properly assist passengers with the available check-in options rather than immediately directing them to purchase another ticket.

Very poor customer service and a very disappointing experience. I hope AirAsia will look into this incident and provide better training and clearer procedures to the counter staff.

Terrible and unhelpful customer service. Wrong names were put on our bags. Only recourse is a terrible unusable AI. Flights consistently late

My aunty past away but their policy was if the person who was travelling something happend only than a refund can be issued I provided everything death certificate funeral details and that wasn’t enough they wanted prove that she was my aunty why would I lie about my aunty passing away so what if there family member past away they would still travel they won’t cry attend the funeral I tried reaching out many times and they closed my case my flight was changed almost five times and they call this good service absolutely absolutely upsetting

AirAsia lures passengers with unbeatable base prices, but they always find a way to squeeze extra money out of you. For instance, their luggage policy is misleading at best. Even if you board with two practically empty bags, don't buy a small bag of peanuts at the airport—otherwise, those will be the most expensive peanuts you ever eat. It isn't a scam since the rules are clearly stated, but they excel at setting unrealistic limits that still look appealing on paper. They clearly master social engineering: the hook works, but this was definitely my last time flying with them. Unfortunately for me AirAsia has short term vision (smart but in a bad way - in Portuguese we call it "chico espertismo". Not good.
Booking number: QB2MKS
FD611

Airasia stole 4k usd from me. The cancellations were unjust and we had no choice during the pandemic. Thieves!

It was good overall. I bought my indonesian domestic flights before reading the reviews and I was scared they would mess my trip up but to be honest, it was good.

I flew DPS-LBJ and LBJ-CGK with Air Asia and my flights were not cancelled, they were not superstrict with baggage weight (my bag was a bit overweight, less than 1kg) and they were not rude. I didn't give them 5 starts cause both fllights were delayed though, first one over an hour and second one less than an hour. Baggage arrived well and didn't take much time so I think Air Asia in Indonesia is cool so far.

We flew with this company and lost our headphones; even though we were certain of their location, they were never helpful. They were very rude, the service was terrible, and we were completely dissatisfied—we do not recommend them.

Don't fly with Air Asia, I can't say it more clearly. They always change your flight schedule and then they don't allow you to reschedule or cancel. You have to do the physical check-in of your suitcase yourself.

They do not provide customer to check their passenger listing in check out page which highly increase the chance of user error. When I requested for cancellation and refund within minutes, they rejected my request as they explained their "no refund policy". They dont even attempt to listen to their customer. At the same time, their system layout heavily prioritizes selling extra add-ons rather than showing core information like passenger details. If we need to buy a refundable ticket, we'll need to ADD-ON.

I booked a flights 3 years ago and I’m still waiting for my refund.

I gave up after just over a year.

I then got an email this week saying to fill in my bank details, so I click the link and try and it tells me there is a technical issue and to wait for a support person who never arrives. Their email said they’ll close my case number in 10 days if I haven’t done it.

I’d rather put matches in my eyelids, light them, then try and put them out with high end petrol than ever book a flight with this useless company ever again.

I originally booked flights from Perth to Thailand with AirAsia (2020). Then COVID happened, the flights were cancelled, and after several months I finally received travel credit.

The credit was still valid until 2027, so I planned to use it in 2026. Unfortunately, AirAsia has since removed all meaningful options from Perth that can be booked using the travel credit.

The remaining options seem to require travelling to other countries or states first, and then flying to very limited destinations that are hardly tourist destinations... nothing comparable to the original Perth–Thailand flights I paid for.

At this point, it honestly feels like a strategy to avoid refunding customers their money: technically offering travel options, but making them so impractical and unrelated to the original booking that the credit is almost impossible to use.

Trying to get help has been incredibly frustrating. The chatbot sends you around in circles, while email support keeps repeating the same unhelpful responses.

After years of waiting, I’m now left with around $1,200 in credit that I cannot realistically use.

Very poor customer service and an extremely disappointing experience. I would strongly recommend thinking twice before booking with AirAsia, especially when it comes to relying on their travel credits.

As long as your flight does not get disrupted (and you don't expect too much of the quality of services or comfort of the cabin) you are fine. But once there's any disruptions, as there nowadays tend to be quite a lot, you are screwed. They have non-existent customer service; they don't have any contact information on their website whatsoever. They only have an AI chatbot that does not understand your requests, 98% of the time tells you that their human agents are not available, and if it rarely tells you that a "human agent" has joined the chat, nobody actually joins the chat and then you don't get any answers from the chat anymore.

When you create a "case" for your inquiry, they tell you that they'll get back to you in 48 hours. It's been almost a month since I filed my request for a simple document request (where they would confirm when and why my flight was cancelled) and they still haven't resolved it.

It's impossible to deal with them to get refunded for flight disruptions or just to get some information for insurance, because they simply refuse to answer any requests. You just can't reach customer service in any way.

⚠️ Extremely Disappointing Experience with AirAsia – Please Think Carefully Before Choosing This Airline

Very disappointed with how AirAsia handled our recent international travel issue. Despite our documents being checked and us being allowed to board, we faced serious consequences upon arrival.

What made the situation even worse was the unfriendly attitude and lack of empathy from some AirAsia staff when we needed assistance during an already stressful situation.

After a lengthy complaint and investigation, our request for compensation was ultimately rejected, which was extremely disappointing.

My advice to international travellers is to independently verify all visa and passport requirements before travelling, even if AirAsia staff have checked your documents.

After this experience, AirAsia is no longer an airline I would choose as my travel partner. I would strongly encourage other passengers to carefully consider their options before booking with AirAsia.