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.
How to reach a person at AirAsia
WhatsApp: +60 11-3516 5078
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. Rate AirAsia
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.
AirAsia customer service response times
AirAsia’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| 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 +60 11-3516 5078 | 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. |
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 mailing address
RedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (klia2)
64000 KLIA
Selangor Darul Ehsan, Malaysia
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.
AirAsia’s social media channels
AirAsia executive customer service contacts
If your flight was operated by AirAsia Thailand, AirAsia Indonesia, AirAsia Philippines, or AirAsia Cambodia, you may also need to contact the national affiliate. AirAsia X handles long-haul routes.
Primary Contact
Alia Reinhart
Customer Happiness Executive
c/o RedQ, AirAsia headquarters (see address above)
aliareinhart@airasia.com
Secondary Contact
Kesavan Sivanandam
Chief Transformation Officer and Chief Airport and Customer Experience Officer
c/o RedQ, AirAsia headquarters (see address above)
kesavansivanandam@airasia.com
Alternative Contact
Bo Lingam
Group CEO of the consolidated AirAsia Aviation Group / AirAsia Group
c/o RedQ, AirAsia headquarters (see address above)
bolingam@airasia.com
AirAsia customer service policies
What is AirAsia's privacy policy?
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.
What are AirAsia's terms of use?
AirAsia’s terms of use outline the rules and conditions governing the use of its website, mobile apps, bookings, and related services.
AirAsia self-service links
How do I create an account?
Visit the website or open the AirAsia Move app, then click “Sign Up” or “Register.” You’ll be asked to enter your email address, create a password, and provide basic personal details such as your name and contact information. Once you verify your email, your account will be activated and ready to use for bookings and managing trips.
How do I update my personal information?
Visit the website or open the AirAsia Move app and log in to your account. Go to your profile or account settings, where you can edit details such as your name, contact information, and other personal preferences. Some changes may require verification or may need to be processed by customer support depending on the type of information being updated.
Can I change or upgrade my booking?
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.
How can I contact AirAsia customer service?
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.
Does AirAsia have a phone number?
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.
Does AirAsia have live chat?
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.
How do I email AirAsia customer support?
You can email AirAsia at support@airasia.com. Responses typically take 24–48 hours for non-urgent queries.
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.
What do you think of AirAsia?
Submit your review | |
