AirAsia is a Malaysian low-cost airline headquartered near Kuala Lumpur, Malaysia.
How to reach a person at AirAsia
AirAsia Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List.
What you need to know about AirAsia
Although we haven’t published a lot of AirAsia cases, we hear from passengers frequently. Their complaints are typical for discount airlines — small seats, high fees, and impersonal service. Here’s a recent case involving an AirAsia ticket purchased through an online travel agency. Our team has also flown on AirAsia numerous times, and we are unhappy that our luggage costs more to fly than the base airfare.
How to resolve a problem with AirAsia
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.AirAsia’s mailing address
RedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (klia2)
64000 KLIA
Selangor Darul Ehsan, Malaysia
AirAsia’s executive customer service contacts
Primary Contact
Sanjay Kumar
Chief Operating Officer
RedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (klia2)
64000 KLIA
Selangor Darul Ehsan, Malaysia
sanjaykumar@airasia.com
Secondary Contact
Frank Bateman
Head of Customer Care
RedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (klia2)
64000 KLIA
Selangor Darul Ehsan, Malaysia
frankbateman@airasia.com
Benymin Ismail
Chief Executive Officer AirAsia X
RedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (klia2)
64000 KLIA
Selangor Darul Ehsan, Malaysia
benyminismail@airasia.com
Chief Executive
Tan Sri Tony Fernandes
AirAsia Group CEO
RedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (klia2)
64000 KLIA
Selangor Darul Ehsan, Malaysia
tonyfernandes@airasia.com
How can I contact AirAsia customer service?
Download the AirAsia app to contact AirAsia’s customer support team directly. You can also use the contact information on this site to get in touch with AirAsia’s customer support team.
How do I email AirAsia customer support?
You can email AirAsia customer support at support@airasia.com.
Does AirAsia have a 24-hour cancellation policy?
Yes, you are entitled to a full refund if you cancel a ticket within 24 hours of purchase on the condition that your flight departs at least seven days after booking.
How do I contact AirAsia for a refund?
To request a refund from AirAsia, follow these steps:
- Visit airasia.com.
- Look for the floating AVA button at the bottom right corner of your screen and click on it.
- A chat box will appear.
- Select “AirAsia New Refund Request” from the menu.
- Choose the appropriate refund type: flight cancellation, flight reschedule, double payment, or duplicate booking.
- Review the reminders provided by AVA.
- Enter your booking code.
- Follow the instructions given by the chatbot or customer service representative.
- If you booked through a travel agency, contact them for assistance with your refund request.
Refunds may take up to 90 days and are subject to the terms and conditions of the respective airlines.
How to get professional help with your AirAsia problem
If you need help with AirAsia, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
