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Just booked a flight using airasia, and as a first timer I did make a mistake which I’ve been trying to correct for the past month but Bo or the agents aren’t very helpful. Tried making a ticket but they closed it off cause I didn’t reply to an email which they didn’t send. My flight is moving close and I really need the help

How come a big company such as this only offers a live support 6am-10pm Malaysia time when they offer 24/7 flights and services in different parts of the world? Clearly this company has no idea how stressful and inconvenient it is to navigate their app. It is so hard to get a hold of someone from customer support real time. And after I manage to get someone thru an email (STILL NOT A REAL TIME SUPPORT) I only got a standard response which is obviously off from a script. Evidently, my detailed complaint was not even read thoroughly and there has been no critical decision-making made when the response was composed and sent, as not a single inconvenience/information provided was acknowledged. The main issue here is that Air Asia has a MISLEADING process in adding luggage allowances for flights booked through their app with another airline. The chatbot instructed to go directly to the other airline’s app to add allowances but the booking number from Air Asia cannot be found in the airline’s app since it was booked through a third party app. I attempted to get a live support only to be advised there’s non available since I contacted way too late of business hours. They also don’t have the decency to let you know that they don’t follow the same booking amendment policy of other airlines if you book a flight through them with a different airline and just expect you to look for it manually and click the link of their FAQs and read the long painstaking Ts&Cs. These vital information should be included along with the booking confirmation. This issue is still ongoing but the representative who handled the complaint closed the case/ticket without giving an option to respond. Instead, I was advised to raise a new case/ticket if I still need further help. Way to go Air Asia. You just proved that you are the world’s best low cost airline so you just treat your customers with the worst like a garbage customer service wherein your app developers will most likely just respond to apologize but do nothing or will tell you to contact customer service so good luck with that. ANYONE SHOULD REALLY DECIDE WISELY BEFORE USING THIS APP. Consider yourselves warned

I booked a flight for 2 for our anniversary. The seats automatically assigned us far from each other. I’m trying to change the seats but the app keeps refreshing and nit even loading the screen.

App lagging

DO. NOT. INSTALL! I WILL NEVER AGAIN USE THIS APP TO BOOK FUTURE FLIGHTS. Payment was charged from my card, but declined my booking. They didn’t even refund the transaction! Customer support is impossible to reach! Sending my Refund as credits to Kiwi.com where I do not even have an account! Useless!

After the super app update, the functionality to add the booked flight for easy tracking and viewing was gone. Crappy!

NOT user friendly app.

When I first made a booking a month ago, I know I purchased additional check-in baggage for me and my parents. Now that our trip is approaching, I made sure to double check our itinerary and was surprised to see that only my mom has an allotment for check-in baggage. That in itself was frustrating because I am certain I ticked the boxes for the add-on of check-in luggage for ALL OF US. Nevertheless, I finally opted to just make an add-on purchase of check-in baggage for me and my dad + meals for the 3 of us. The payment went through successfully but I received no receipt from Air Asia and my itinerary info does not reflect the add-ons I purchased. I tried to “ask” Bo (the AI customer service chat bot) about it but he is not equipped to respond to, or assist with problems that arise as a result of booking and payment issues. So now, I don’t know what to do. Air Asia has no live agent I can communicate with and I don’t even see an email address where concerns can be escalated. The app has a lot of bugs and only has basic functions, and the only customer service provided by Air Asia is “Bo”, an AI chat bot that is limited and can barely help with anything! If you have questions beyond his programming, you will be left guessing and frustrated! So, here I am feeling helpless and angry and I have no means of getting answers until the day of our flight! This is the last time I’m flying Air Asia! Traveling can be stressful enough, I don’t need the extra hassle of an airline that relegates all its customer service to a bot!

Try to make the promo details readable and available instead of just directing us to the booking dashboard.

I book my flight on December 4 2024 but my booking failed I request my refund for my money I already paid and i have reciept true online pay but the mr bo on app he reply me out of topic i just want money back 😡easy to pay but refund its hard ….1 punyeta talaga walang update the karma is real tandaan nyo yan