AirAsia
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"AirAsia’s Nonexistent Customer Service is Appalling"
AirAsia provides absolutely ZERO customer service, and the staff show no sense of care or responsibility. It’s shocking how the Ministry of Transport even allows such an unethical airline to continue operating. 😡
"Best Low-Cost Airline in Asia – Possibly the World!"
This is the best low-cost airline ✈️ in Asia, and maybe even in the world! Check-in is smooth, and adding extra luggage is very easy—unlike other airlines such as Ryanair, for example.
"Quick and Simple Flight Change Process, but with Extra Fees"
The procedure to change the date of a flight was quick and simple, but it still required an additional payment.
"Frustrating Experience with Poor Service and Lack of Communication"
It was a big disappointment when I wasn’t treated like a normal guest. The lady at the counter ignored me and started chatting with her colleagues in Malay after I showed them the website price of $9 for a 3.5-hour flight. She made me wait 20 minutes before sending another staff member to take me to the machine without explaining what was happening. Unfortunately, the lady at the machine was no better. She showed attitude when I pointed out the price difference—10 to 20 times higher on the machine—and explained that’s why I came to the counter in the first place. Another dismissive “shhhh” attitude from her. I returned to the counter only to be told their system was down. I’ll have to come back later to buy the tickets, but this whole experience left a very bad impression.
"Frustrating Experience with Lost Item and Poor Support"
We lost a ring on a flight, most likely in the overhead compartment, and I’ve spent about a week trying to get AirAsia to simply ask the crew to check the compartment carefully. I even provided specific details: seats 10A–10C on aircraft 9M-XXK. Still, no proper response. The “Bo” chatbot is by far the worst across all industries—it’s completely useless and only serves to frustrate customers. Please, AirAsia, replace it with a proper support system or at least allow access to human agents. All I’m asking for is a quick check, but it feels impossible to get any real help.
"Great Value for a Budget Airline"
They really do their best on a budget. It’s tempting to compare them to airlines charging twice as much, but if you look at similar priced options, AirAsia stands out as one of the best.
"Lack of Clear Instructions Causes Confusion”"
You need to pick up a ticket before being served, but there’s no sign or notice informing you of this. It creates unnecessary confusion for first-time visitors.
"Inconsistent Service Experience"
The first time I came here, the staff who assisted me was very nice and helpful. However, on my second visit, the staff didn’t try to understand why I was having trouble checking in and immediately wanted to charge me 10 MYR. There were no smiles, no greetings—just a sour expression throughout the interaction.
"Mixed Experience: Online Support Lacking, In-Person Service Good"
The lack of a hotline and relying on BO for inquiries is quite frustrating and makes getting help difficult. However, when I visited their customer service in person, the staff’s execution and explanations were quite good. If you can make the effort to go there, the experience is much better.
"Terrible Experience with AirAsia’s Customer Service"
AirAsia’s system error caused my flight to be booked on the wrong date. Their only “customer service” is BO, the useless bot, and the live agent was no help at all. At KL Sentral, they told us to pay a penalty of RM3K+ but claimed they had “limited access” and pushed us to KLIA2. At KLIA2, the staff again said they could only handle ticketing and insisted we must pay the RM3K+, offering no real solution. When asked if there was any counter or department to escalate the issue, they pushed us back to KL Sentral, claiming they have “higher-level access.” It felt like Tai Chi—just passing us around with no accountability. AirAsia seriously needs to improve its customer service. This was an extremely frustrating experience, and it’s no wonder their Facebook page has such a low rating.
AirAsia
Capital A Berhad, operating as AirAsia (stylized as airasia), is a Malaysian multinational low-cost airline headquartered near Kuala Lumpur, Malaysia. Established in 1993 and commencing operations in 1996, AirAsia has grown to become the largest airline in Malaysia by fleet size and destinations. The airline operates scheduled domestic and international flights to over 166 destinations across 25 countries. AirAsia's primary hub is Kuala Lumpur International Airport (KLIA), where it operates from Terminal 2, the low-cost carrier terminal. The airline has a network of affiliate airlines catering to regional markets, including Thai AirAsia, Indonesia AirAsia, Philippines AirAsia, and AirAsia Cambodia, each with bases in cities such as Bangkok, Jakarta, Manila, and Phnom Penh. Additionally, AirAsia X, the airline’s long-haul subsidiary, primarily serves long-distance routes. In addition to passenger services, AirAsia operates Teleport, a dedicated freight division. Collectively, these airlines form an extensive network connecting Southeast Asia with other parts of Asia, Australia, Africa, and the Middle East.
Address
Lot 4, Level 2, Stesen Sentral, Kuala Lumpur 50470, Malaysia
Website
https://www.airasia.com/en/gb