AirAsia

AirAsia is a Malaysian low-cost airline group based at RedQ at klia2 in Sepang, Selangor. Its flagship airline is AirAsia Berhad in Malaysia, alongside affiliated airlines in Thailand, Indonesia, the Philippines, and Cambodia. In January 2026, AirAsia X Berhad completed the acquisition of AirAsia Berhad and AirAsia Aviation Group Limited from Capital A, becoming the listed holding company for the wider AirAsia airline group, which includes both short-, medium-, and long-haul operations. AirAsia X is also in the process of rebranding as AirAsia Group, although the formal name change remains subject to shareholder and regulatory approval.

Telephone
WhatsApp : +60 11-3516 5078
Email
Mailing address
RedQ, Jalan Pekeliling 5,, Lapangan Terbang Antarabangsa Kuala Lumpur (klia2), 64000 KLIA
Selangor Darul Ehsan, Malaysia
Website
airasia.com

What you need to know about AirAsia

AirAsia is a discount carrier, and most complaints we receive reflect that model: cramped seating, high ancillary fees, and limited customer service options. 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

Try self-service first

Use our proven resolution methods, or AirAsia’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

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.

How fast does AirAsia respond?

Phone support
AirAsia does not provide a dedicated customer service phone number on its website. Customers can contact support through Ask Bo, AirAsia’s virtual assistant, which also offers access to live human agents and callback options in certain situations. Priority callback support may be available for urgent cases, such as flights departing within 24 hours or medical emergencies.
Email support
AirAsia customer service support via email is usually available within 24–48 hours for non-urgent inquiries. More complex cases may take longer. Email submissions can be made 24/7, while processing typically occurs during business hours.

support@airasia.com
airasiasupport@airasia.com
Live chat
AirAsia offers live chat support through Ask Bo and the AirAsia mobile app. AI bot responses are instant, while wait times for human agents may vary and can sometimes be lengthy. The service is available 24/7.
WhatsApp
AirAsia provides support via WhatsApp, originally launched in 2020 as part of the AVA virtual assistant system. The channel is now linked to AirAsia’s Ask Bo virtual assistant. Availability and response quality may vary, and it is not consistently guaranteed as a fully staffed live support line.
Social media
AirAsia is active on social media platforms such as Facebook, X, LinkedIn, Instagram, TikTok, and YouTube.
 Help center/FAQ
 AirAsia’s help center/FAQ provides quick answers to common questions regarding bookings, flight changes, refunds, baggage, check-in, and other travel-related inquiries.
Verified contacts

AirAsia customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Alia Reinhart
Customer Happiness Executive
Secondary
Kesavan Sivanandam
Chief Transformation Officer and Chief Airport and Customer Experience Officer

Additional contacts

Bo Lingam
Group CEO, AirAsia Aviation Group

AirAsia customer service policies

AirAsia’s privacy policy explains how the company collects, uses, stores, and protects personal information provided through its websites, mobile apps, bookings, and related services.

AirAsia loyalty program

AirAsia has a loyalty program called AirAsia Rewards, accessible through the AirAsia MOVE app. Members can earn points on flights, hotels, and other travel purchases, which can be redeemed for flights and travel-related products.

Frequently asked questions about AirAsia

The primary channel is the Ask Bo AI chatbot at support.airasia.com or via the AirAsia mobile app. You can also reach AirAsia via WhatsApp at +60 11-3516 5078 or email at support@airasia.com. AirAsia does not operate a general customer service phone line.
AirAsia shut down all call center operations in 2019. There is no general customer service phone number. A live call-back option is available via the Ask Bo chat interface for urgent situations, such as flights departing within 24 hours or medical emergencies.
Yes. Ask Bo, AirAsia's AI-powered chatbot, is available 24/7 via support.airasia.com and the AirAsia mobile app. You can request escalation to a human agent within the chat. Waiting times for human agents can be lengthy. Ask Bo is also available on WhatsApp at +60 11-3516 5078 and, for Chinese-speaking customers, on WeChat.
You can email AirAsia at support@airasia.com. Responses typically take 24–48 hours for non-urgent queries.

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