
Air Asia
Air Asia Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Air Asia has 1.6 star rating based on 645 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Price, Cheap, Budget price.
Cons: Extremely poor customer service, How to contact them, Poor service.72% of users think that Air Asia should improve its Customer Service.
41% of users say that they won't use Air Asia in the future for similar services or products.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Air Asia has 1.6 star rating based on 645 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Price, Cheap, Budget price.
Cons: Extremely poor customer service, How to contact them, Poor service.72% of users think that Air Asia should improve its Customer Service.
41% of users say that they won't use Air Asia in the future for similar services or products.Recent recommendations regarding this business are as follows: "uprade customer service in miri airport.", "If they cancel your flight get a credit don't bother with refunds", "Please do not attempt to book in a same day eventhough MOVE is not responding", "I dont recommend", "Go somewhere else. Plenty of other options. Not worth it if you end up wanting to alter plans.".
Most users ask Air Asia for the refund as a solution to their issues.
Consumers are not pleased with Customer service and Additional Services. The price level of this organization is high according to consumer reviews.
Media from reviews











































This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerI Review like this depends what i see
Preferred solution: CUSTOMER CARE / CUSTOMER SERVICE AMENT NAME IN AIRASIA ACCOUNT
User's recommendation: uprade customer service in miri airport.
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified BuyerNot returning email requests
I had and having a similar problem, No return emails after 5 emails requesting an explanation, BO is useless !! Just flags you off!!
I flew to Bali from Perth ..
Myself my partner and the Kids I saw as advertised they have Premium Economy. So I thought being my partners and my Anniversary Id upgrade the two of us to the better seats and instead of paying the $380 for the standard seats Id pay $850 each for the PREMIUM ECONOMY SEATS . Pfffff
Well we got to sit right next to our kids in the same seats .. except we got a Meal And a Water??
Thats $470 for a Very average meal with Anchovies on top of it which I didnt eat and that was the only choice left !!!
There Contact robot is useless BO ? Should be Slow ..
But at least he told me the seat I should have expected WHICH WAS NEVER A OPTION ON THAT PLANE THEREFORE SHOULD NEVER BEEN ALLOWED FOR SALE !!!
The thing that gets me most is you cant contact them .. well you can but dont answer dont reply And its not entirely about the $900 I paid extra for nothing ITS THE PRINCIPLE OF NOT REPLYING AND NOT GIVING A EXPLANATION
- Cheap budget airline that seats are uncomfortable
Preferred solution: I refund of the difference between Economy and what I Paid for Premium Economy
User's recommendation: Fly another Airline… Simple!! Real Budget flight
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerLost luggage
Preferred solution: Deliver product or service ordered
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerDifferent itinerary from booking
Customer Service cannot able to give satisfying answers
The flight schedule has to be on 25/Oct and returning back on 28/Oct to Phnom Penh.
The flight uses multiple airlines (Thai Vietjet & Thai AirAsia).
But, after around 10hours after i made booking - I was given an itinerary (through e-mail) of 28/Oct departure & 31/Oct return instead.
How does it work?
Why this happen.
The booking reference :100********
I had asked the customer service 'Allstar', but they the person whom I chatted with said that I cannot do reschedule, alsi cannot able to get refund...
Worse that she told me that it was what I booked.
But, when we do booking - we are 2 people checking and doing it. We even marked on calendar for the dates - so we made sure it was correct.
Normally, it just takes few minutes to get the itinerary after I did the booking.
So I am already started to be suspecious when the itinerary is not send to me immediately.
Now, how do like this happen?
It may an odd issue or whatever, or people may thinking I made it on incorrect flight dates... But the reality that we did booking for 25/10 departure & 28/10 return, and we got 28/10 departure & 31/10 return is a FACT.
Unfortunately, I could not provide any evidence for the above as the "Allstar" CS told me to provide, as I did not take a caption for every details of pressed buttons/icons when we did the booking.
The above problem may an odd - but the same issue will happen anytime if not have to look at seriously
- Low cost
- Unteliable & too messy
Preferred solution: Rectify why become incorrect from my booking agaibst the itinerary
User's recommendation: Check the booking & itinerary thoroughly. If itinerary takes too long to send - better to cancel your booking
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerUnsatisfactory
I have been trying to cancel my booking online with AirAsia now for the past month, I followed the instructions, followed the instructions on how to process the cancellation, all misleading, chatted with BO who told me that I needed to contact the Agent. I did this, was told by the Agent to go to the airline.
Went back onto the airline's website and chatted to Ava, told me the same thing. I
have been given the run around by these to companies who clearly have no regard for their customers, they are clearly not aware of each other's policies even though they work together, they quick to pass the buck, they clearly don't have their customer's best interest at heart.
- Great offers
- Poor costumer service
Preferred solution: Full refund
User's recommendation: Be careful
Worst experienced
When I was in the counter to drop my baggage there was this male staff that attend us ( me and my mom). Our baggage were 2x20kg but mine was over 3 kilos or 23kg and my moms baggage was weighted 18kg so in total is 41kg.
I was the one who booked our ticket and so our baggage. This male staff said that I have excess baggage so I immediately told him that I will just get the 1 kg and hand-carry it since I dont have hand-carry (7kg allowance) and yet he said I have to take 3 kg out because it was 23 kg! I was so disappointed that its very simple math 23+18=41 that even him pointed it out its 41kg in total but we are allowed only 40kg. Still he insisted to take out 3 kg.
And then when we were moving the baggage before we able to get the 3kg the other bag he told me to move away first before taking out the 3 kg, And I replied to him right away that I was not yet taking it out Im still fixing the bags so I can move it coz I was alone and shouldnt be asking my mom because she cant lift because of her age. But then again he talked again for the third time to move it and not in front, remember I need to move 2x20kg and 1 hand carry. So I moved my bags and the worst thing happened was the two staff were talking what happened and laughing at the same time which was not appropriate to talk about while still I was there. After few minutes have taken out my excess baggage and separate as hand carry.
When I was waiting at the next counter another staff (female) assisted us and first she asked me if I am a tourist? And then I said Macau ID/ Macau resident. Then she asked me if I am working in Macau, I said yes. Then she told that I need to provide OEC, I told her that I am Macau ID again for the second time.
She told me that if I am working in Macau I need to provide the OEC and yet I told her again that I am a Macau ID so I dont have it. She told me repeatedly that I have to provide it the OEC because it is the protocol in Macau that I should have the OEC and then I told her if you cant understand what is the meaning of I am Macau ID because I have been repeatedly asked and answered her repeatedly the same but she didnt stop on it. Then when we were in the middle of conversation suddenly the male staff said guard guard guard can you take them, its been twice we dont tolerate that kind of attitude and we wont let you ride on our plane ! He have the nerve to talk to us like that while he was the one who started this problem.
And then he repeatedly talk saying we dont tolerate that attitude here. And then the female guard came and I was so impressed with the female guard because she was very calm and very accommodating and assisted me and my mom smoothly. then the supervisor came and I was trying to touch her because I was a bit clingy I admit that, and I understand that its not allowed so I did not continue on touching her. Then I explained to her the situation and she asked me to calm first and so I asked my mom to sit down first and I let myself to calm first and asked again Elodia about the baggage that supposed to be I only separate 1kg for over baggage but the male staff insisted to separate 3 kg while the point is we have 40kg allowance and over 1 kg only.
In total of 41kg and I dont have the 7 kg handcarry. Simple answers from alodia its fine just separate the 1 kg and she let us drop the baggage and the other male staff smoothly processed it. The point is why it can be done by the other staff to make our experience smooth while the others ruined the half of it? Why the first male staff let us undergone those bad experiences in his time while it can be done that easy by the others.
Why he needs to provoke us and called guard and say we dont tolerate that kind of attitude and also say he will not allowed us to fly with your airline? Why why why? Those embarrassing moment that I will never forget until I die. I almost forgot that I am not like them that supposedly I post it in my blogged.
I apologised to God that I may make a bad decision after what happened to us. Even I was inside the plane my teardrops cant stop from falling because of what happened. I am so sorry if I troubled the second counter but do we deserved to be devastated because of that? Actually last month I made booking with air Asia as well and the whole experienced was nice except my baggage was deformed the corner but I let it go because I dont want to spoil my experienced.The reason why I checked in online was to hassle free but what I got was the worst experience.But is this how you trained your staff how to treat your customers?
Taking advantage on their sleeves. I dont know what to say but the embarrassing moment I have experienced cannot let me shut my mouth.
User's recommendation: Think twice

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerMy flight has been changed and would like to be refund CZTFML
Preferred solution: Full refund
Missing baggage
User's recommendation: I dont recommend
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerI have a property damage report
Preferred solution: Full refund
User's recommendation: Poor customer support
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHow on earth do we add our new born daughter to the flight.Weve been going around circles for weeks. Finally got somewhere and it would not allow us to pay the additional $60
- Cheap airfare
- No one to talk to when issues arise
Preferred solution: My daughter added to the flight
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTotally pissed by Air Asia AI Bo and the online website - totally useless
I was trying to change my flight and was directed to speak to Bo, the totally ineffective AI who brought me through the whole process of inputting my particulars and flight details only to be pissed off at the end with a message from Bo: "Something went wrong!".
So I thought perhaps I did something wrong and so I tried no less than 7x over - yes, on my laptop and on my phone but still I received the same message: "Something went wrong!. Try asking another question!!!"
I also tried searching online for contact number to call but it was all in vain.
So I have emailed them although I doubt I will get any reply. I have made a mental note NOT to ever book any flight on Air Asia and I will spread this around on my social media.
I supposed I have to prepare myself to lose SGD400 since I can't fly out on my original flight schedule.
- Everything non-responsive and useless bo
Preferred solution: Wanna request for flight change
User's recommendation: DO NOT BOOK AIR ASIA FLIGHT --- unless YOU DO NOT MIND THROWING AWAY YOUR MONEY!
I booked additional meal
Preferred solution: Full refund

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerSeems like a scam company now
Our flight for 4 adults was suddenly cancelled by Air Asia due to "operational reasons" and then was rescheduled by Air Asia without our prior knowledge to 2 days later. This does not work for us, and Air Asia email to me gave 3 options to resolve this.
First, you can change the flights to another flight of their choice at no fee, but the choices of flights that we can change to on each alternative dates at no charge are very undesirable (late night flights). Second, you can request a credit for the value of the flights and on their email and website, it stated that if the flight is linked to your Air Asia member account, the credit should be instantaneous. This turns out to be untrue, because when I requested a credit to my account so I can use it to rebook the flight, BO the chat bot says that it will take 10 days due to "overwhelming volume". This is just unacceptable.
The last option is to have a refund, but it is not a refund to the original payment method. The refund would be a travel voucher that would expire and this is ridiculous because I have no choice but to use the voucher with this company again.
This is almost like a scam!
There is also no accessible way to a live agent to chat with regarding this problem. I am not sure how Air Asia would survive in the long run with such bad customer service.
- Cheap fares
- Bad customer service if things go wrong
Preferred solution: Full refund
User's recommendation: Stay Away if Possible
Airline Expert Talks
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerBOUGHT AIR TICKET FROM BKK TO HKT
- Accessible and big presence in asia
- No real customer service just answermachines and bots
Preferred solution: Apology
User's recommendation: Use airlines with real people
Infuriating lack of customer service
- Services by flight attendants
- Cheap fare
- Customer support is virtually nonexistent
- Customer support hiding behind chat bots
Preferred solution: Full refund
User's recommendation: Go somewhere else. Plenty of other options. Not worth it if you end up wanting to alter plans.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |Cancelled flight and refused refund
The Scheduled flight from Krabi to Siem Reap was cancelled by Air Asia. They rescheduled new flight but layover was too short for international flight.
I purchased a new flight and requested a refund of cancelled flight. They insisted I used the original ticket even though travel date was a month prior to traveling. I tried contacting via Bo (virtual assistant), email and even spoke to travel agents in person at airport. Several tickets were submitted with no success.
Agents stated there was nothing they could do. Wish I read reviews before purchasing a ticket from AirAsia.
I rarely write reviews but want to warn others on their scam. Avoid this airline at all costs.
User's recommendation: Scam airline - avoid purchasing from this airline.
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