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.
Selangor Darul Ehsan, Malaysia
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.
- AirAsia’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with AirAsia with our insider guide or through its executive contacts.
- AirAsia's customer service policies are standard. Here are our frequently asked questions about AirAsia.
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?
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.
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
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.
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.
AirAsia is active on social media platforms such as Facebook, X, LinkedIn, Instagram, TikTok, and YouTube.
AirAsia’s help center/FAQ provides quick answers to common questions regarding bookings, flight changes, refunds, baggage, check-in, and other travel-related inquiries.
AirAsia customer service executives
Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →
Additional contacts
AirAsia self-service links
Yes, visit the website or open the AirAsia Move app, then go to “Manage Booking” and log in with your booking details. From there, you can upgrade your booking by adding extras such as baggage, seats, meals, or other available services.
Downgrades are generally not available once a booking is confirmed, but you may be able to change your flight or fare type depending on your ticket conditions, subject to fees and fare differences.
AirAsia customer service policies
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
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