Air Asia Customer Services Contact
Air Asia is a low-cost airline based in Malaysia. Its headquarters are near Kuala Lumpur, and it operates flights across Asia and beyond.
- How to Contact AirAsia
- Air Asia Responsiveness Rating
- Common Customer Issues
- How to Resolve an Issue with AirAsia
- Reporting Incorrect Contact Information
- Mailing Address
- Social Media Channels
- AirAsia Executive Customer Service Contacts
- Tips Before Contacting an Executive
- Air Asia Customer Services Contacts List
How to Contact AirAsia
Website: airasia.com
Air Asia Responsiveness Rating
The Elliott Responsiveness Rating evaluates how well companies respond to customers. To see the best and worst-rated companies, visit our Red List and Green List.
Common Customer Issues
Passengers often complain about:
- Small seats
- High baggage and additional fees
- Impersonal customer service
Here’s an example of a problem related to an AirAsia ticket booked through an online agency. Our team has also experienced issues where luggage fees were higher than the base airfare.
How to Resolve an Issue with AirAsia
- Follow this customer service resolution guide for best results.
- Try reaching out to an executive using the contacts below.
- If you still need help, contact our advocacy team.
Reporting Incorrect Contact Information
If any of the phone numbers or emails listed below are incorrect, please report it to us here.
Mailing Address
RedQ, Jalan Pekeliling 5,
Lapangan Terbang Antarabangsa Kuala Lumpur (KLIA2),
64000 KLIA, Selangor Darul Ehsan, Malaysia.
Social Media Channels
AirAsia Executive Customer Service Contacts
| Position | Name | |
|---|---|---|
| Chief Operating Officer | Sanjay Kumar | sanjaykumar@airasia.com |
| Head of Customer Care | Frank Bateman | frankbateman@airasia.com |
| CEO, AirAsia X | Benymin Ismail | benyminismail@airasia.com |
| Group CEO | Tan Sri Tony Fernandes | tonyfernandes@airasia.com |
Tips Before Contacting an Executive
Check out our expert strategies for resolving customer complaints before reaching out to an executive at AirAsia.
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