AirAsia, a low-cost airline based near Kuala Lumpur, Malaysia, is known for offering budget-friendly flights across Asia and beyond. But with its no-frills pricing structure, passengers often face typical challenges, like extra fees, tight seating, and trouble reaching a live representative when something goes wrong.
If you’ve had issues with booking, baggage, or anything in between, this guide will help you understand exactly how to get in touch with AirAsia, who to contact, and the best way to get your problem solved.
What You Should Know About AirAsia
Like most budget airlines, AirAsia aims to keep costs low by unbundling services. This means customers pay separately for things like checked luggage, meals, and even seat selection. While this keeps ticket prices competitive, it also creates opportunities for miscommunication and unexpected fees.
We’ve heard stories from passengers, like this one involving an AirAsia ticket booked through an online travel agency, who struggled to get support when their plans went off track. Our own experiences include frustration when our checked baggage fees ended up costing more than the airfare itself.
That’s why it’s important to know your options and be prepared.
How to Resolve a Problem with AirAsia
Start by trying to solve the problem yourself using this helpful guide. It offers practical tips on how to communicate effectively with companies and improve your chances of a quick resolution.
If you’re not getting the results you want, you can escalate your case by contacting AirAsia directly, either through customer service or executive management.
Contact Information
General Inquiries
- Customer Support Portal: Visit support.airasia.com
- Live Chat with Bo (AI Assistant): Use the chatbot via the support portal or the AirAsia MOVE app
Corporate Contacts
- Media Inquiries: communications@airasia.com
- Investor Relations: aagb_ir@airasia.com
- Registered Office:
RedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (klia2)
64000 KLIA, Selangor Darul Ehsan, Malaysia
Phone: +60 3 8660 4333
Fax: +60 3 8660 7777
(Corporate Contacts – AirAsia)
Group Bookings
In-Flight WiFi and Loyalty Support
- WiFi Inquiries: enquiry@rokki.com
- BIG Points Queries: askbig.loyalty@airasiabig.com
(WiFi FAQs)
Sales Offices (Selected Locations)
| Location | Contact Info |
|---|---|
| India | APG Group India Pvt Ltd (GSA) Phone: +91 11 4133 6650 Toll-Free: 1800-103-3587 Emails: reservations.airasia@apgindia.co.in, groups.airasia@apgindia.co.in, sales.airasia@apgindia.co.in |
| China (Shenzhen) | Phone: +86 755 2512 0035 / 0665 Email: airasiashenzhen@vip.163.com |
| Hong Kong | Century Holiday International Travel Service (HK) Co Ltd Phone: +852 2896 6309 WhatsApp/WeChat: +852 5591 1740 Email: airasiahk@centuryholiday.com.hk |
For a complete list of sales offices worldwide, refer to this PDF directory.
AirAsia MOVE App
Formerly the AirAsia Super App, the AirAsia MOVE app is now your one-stop solution to manage travel:
- Check in and access boarding passes
- Modify or view your bookings
- Chat with Bo, the AI assistant
- Join community chats and follow update channels
More info: Travel Safe with AirAsia
Social Media Links
Stay updated or reach out through social media:
Executive Customer Service Contacts
If all else fails, consider emailing one of the key executives below. These individuals have the authority to look into unresolved complaints.
| Name | Title | |
|---|---|---|
| Sanjay Kumar | Chief Operating Officer | sanjaykumar@airasia.com |
| Frank Bateman | Head of Customer Care | frankbateman@airasia.com |
| Benymin Ismail | CEO, AirAsia X | benyminismail@airasia.com |
| Tan Sri Tony Fernandes | Group CEO, AirAsia | tonyfernandes@airasia.com |
Before emailing, make sure to include key details like your booking number, dates, and a short summary of the problem.
Responsiveness Rating
AirAsia holds a 3 out of 5 responsiveness score. Here’s what that means for your expectations:
| Rating | Description |
|---|---|
| 5 – Excellent | Very responsive and helpful |
| 4 – Good | Usually replies in a timely manner |
| 3 – Fair | May respond, but slowly |
| 2 – Poor | Rarely replies |
| 1 – Very Poor | Almost no response |
Being polite, clear, and persistent increases your chances of a successful resolution.
Additional Resources
If you need help writing a complaint, choosing the right channel, or escalating an issue, feel free to ask. Would you like this formatted as a downloadable PDF or presented in infographic format?
Air Asia Customer Services Contacts List
1. Customer Support:
- Online Support: Access AirAsia’s customer support through their official support page: AirAsia Customer Support
- Chat Support: For immediate assistance, chat with AirAsia’s virtual assistant, Bo, available on the Customer Support page.
2. Phone Numbers:
AirAsia provides dedicated phone lines for various regions:
- Australia: +61 2 3813 8388 (Voicemail Service)
- Mainland China: +86 512 8555 7717
- Indonesia: +62 21 29 850 850
- Malaysia: +60 3 7841 1818 (AirAsia X / AirAsia X Fly-Thru flights)
- Thailand: +66 2 515 9888
For a complete list of contact numbers by country, please refer to AirAsia’s Sales Office Contacts.
3. Email Addresses:
For group bookings and specific inquiries, you can reach out via email:
- Indonesia Group Bookings: groupbooking_id@airasia.com
- China Group Desk: china_groupdesk@airasia.com
Please note that these emails are designated for specific queries. For general inquiries, it’s recommended to use the online support channels.
4. Social Media Pages:
Connect with AirAsia on their official social media platforms:
- Facebook: AirAsia Facebook Page
- Twitter: @airasia
- Instagram: @airasia
- YouTube: AirAsia YouTube Channel
Be cautious of fake social media accounts. Always verify that you’re interacting with AirAsia’s official profiles.
5. Mailing Address:
For correspondence, you can reach AirAsia at:
javaCopyEditRedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (KLIA2),
64000 KLIA, Selangor Darul Ehsan, Malaysia.
6. Media Inquiries:
For media-related questions, contact:
- Email: communications@airasia.com
Please note: This email is strictly for media queries. For customer support, visit the Customer Support page.
7. Reporting Scams:
If you encounter suspicious emails, calls, or social media pages claiming to be AirAsia, please refer to their guidelines on identifying scams:
- Scam Identification: How to identify Email, Phone, or Internet Scam
1. How can I contact AirAsia customer service?
You can reach AirAsia’s customer service through their official Customer Support page. For immediate assistance, you can chat with their virtual assistant, Bo, available 24/7.
2. How do I email AirAsia customer support?
AirAsia primarily handles customer inquiries through their online support channels. While direct email support is not the primary method, you can submit your queries via the Customer Support page. For group bookings or specific inquiries, you might consider reaching out to the relevant department as previously mentioned.
3. Does AirAsia have a 24-hour cancellation policy?
4. How do I contact AirAsia for a refund?
To request a refund from AirAsia, follow these steps:
Visit the AirAsia Customer Support page.
Click on the “Chat with Bo” icon located at the bottom right corner.
In the chat, select “Refund” and provide the necessary details as prompted.
For more detailed instructions, refer to AirAsia’s refund submission guide.
5. How can I check the status of my refund request?
To check the status of your refund request:
Open your AirAsia MOVE app and tap on your name.
Select ‘Customer Support’ and then ‘My Cases’.
Your case details, including booking number, subject, and case status, will be displayed.
For more information, visit AirAsia’s refund status page
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