AirAsia MOVE: Flights & Hotels App Reviews

App does not work.

Does not work

Great app

The app doesnt open

For those who cannot update, You’ve just excluded older iPhone users of iOS 15.5 wow

Ang mura nga ng ticket pero babawiin naman sa baggage. Dapat hindi sinasama ang personal bag sa 7kg carry-on limit. Yung maleta pa lang namin 4kg na, ibig sabihin 3kg na lang ang pwede naming dalhin? Wala nang laman yung luggage namin pero titimbangin ka pa rin sa boarding gate. Pag lumagpas ka, automatic 2,500 pesos ang bayad. Pera-pera lang talaga. Kaya sila sobrang higpit sa luggage. Easy 2,500 para sa kanila. Sa ibang airline hindi naman ganito kahigpit. Ngayon lang ako naka-experience ng ganitong klaseng hassle. Napaka-inconvenient. Isipin mo, pinapalabas ka pa ng airport para lang tanggalin ang excess baggage. May 50kg kami na checked-in allowance at 48kg lang naman ang total pero dahil may 3kg kaming excess sa carry-on, hindi raw puwedeng i-offset kahit may sobra pa kaming 2kg sa checked-in. Magkaibang allowance daw yon. Ang ending, sa labas ng airport kami nagbukas ng maleta para isuot ang mga jacket na dadalhin rin naman sa eroplano. Bumili din ng pasalubong sa airport ang mga kasama ko kaya nadagdagan ng konti yung timbang. Dapat sakto lang kami sa 7kg pero sana hindi na isinama sa timbang yung pagkain. Food naman yon. Sa ibang airline hindi ganyan. Sa Amerika nga kahit domestic flight lang, okay lang ang pagkain at never tinimbang ang personal bag. Gets ko pa kung 7kg carry-on lang ang bibilangin pero pati personal bag kasama? Juskong hassle.

The bot does not work, it cannot cancel a reservation that I paid extra for flexible tickets. And no human option.

圆圈经常混动半天，然后白屏！你这破服务器在哪？非常后悔选择了亚洲航空，垃圾👎

Whoever is in charge of UX design should be fired lol. Tell me why there’s no option to cancel an accidental/change of mind add on? I initially wanted to add on 15kg of extra luggage but changed my mind to only 7kg but the page forces me to proceed to payment for the 15kg with no way of cancellation/change. Then when I try to click on modify my booking, I’m stuck in the loading page forever. Even tried on multiple devices. No way to fix this. A simple “cancel” button and a huge ahh company can’t figure out? Insane. Had to ultimately go to KLIA to ask customer service to help me. Needed to wait in line when a simple cancel/remove button could’ve fixed everything.

Some question the AI can’t resolve and human contact is needed with urgency. Please fix this service instead of a voicemail call back which takes too long.

They made changing anything on your flight incredibly difficult after booking. Takes them 3 days to email back about adding a checked bag to a flight. Horrible.

Literally useless. Difficult to open. Locks account with zero customer support. Why does air Asia make it so difficult to do business? Update- people are literally choosing to pay more at airport then use this app.

No flights to and from KL and Langkawi? I search in June and July. Something wrong with app

I would not ever book a flight on this airline again. Have been waiting a month and a half for a refund on a canceled flight. Even in person at the airport counter I was told there was nothing they could do to help me or expedite the case. Deplorable customer service.

Booked two flights, one through the app and one through the website. In both cases, I used the date picker to enter my and my partner’s date of birth. After completing the bookings, I went to verify that the information was entered correctly, and found that the date of birth for both me and my partner was one day earlier than what I had entered. For both flights. Chatted with “Bo” (their Robo assistant) and gave updated DOBs for the first flight, which Bo confirmed had been updated. Checked the flight details afterwards and found that the DOB info was still incorrect. For both flights. What gives? Found a tip on Air Flyer telling me to update the time zone on my device. I did so and, Lo and Behold, the DOB info was correct! This caused untold stress and apparently is not a new bug — I found forum posts from as far back as 2018 complaining about This issue. Needless to say, DOB should NOT be time zone localized, as they NEED to match official documentation and a mismatch can cause check-in to be declined. PLEASE FIX THIS BUG

My queried were not answered. Bo answers are the same. the contact # given is not reachable. In times of needs of urgency nobody is available to help. Im very disappointed

I have actual screenshots of multiple debit card purchases from a one time transaction privacy card showing that after I bought a airline ticket from them I am getting scammers trying to hit this card. Meaning this is a data leak coming from this airline.

I’ve never been more frustrated with an airline. AirAsia is a nightmare when it comes to customer service. There are no real people to talk to—just some useless chatbot that goes in circles and never actually helps. If you have a problem, good luck getting any kind of human support. It’s basically impossible. Even worse, their prices shoot up the second you check a flight. It’s a classic bait-and-switch. I found a good fare, went to book it a few minutes later, and suddenly it jumped by a lot. That’s not a coincidence—that’s just shady pricing tactics. Booking with AirAsia is like rolling the dice—zero transparency, zero support, and 100% stress. I’ll gladly pay more next time to avoid this mess. Never again.

Bought tickets scheduled last March for 3 to and from KLIA2, but was met with an unfortunate medical circumstance. The AirAsia management team has been quick with their response and I would like to thank and appreciate their swiftness in this matter

Idk why I can’t register on the app using Chinese number 😅 it keeps saying invalid mobile phone

A sadist built this App. The inflight experience with AirAsia is usually positive, but their customer support, web portal, and mobile app experiences have to be the worst in category. Nothing matches the level of frustration caused by their chatbot, Bo, however. There will be a special place in purgatory for the team who built him, if there is any justice. Their souls will be held in a constant state of hope. Never seen. Never answered.

Horrible experience working with Asia Air clerks and the app. Words can’t describe the terrible experience I’ve had. Poor and unprofessional customer service to top it off.

Been trying for days and hours to change my domestic flight and i cant. I tried using the Bo chat bot, and they said they cant. They did say they see my booking however i cant see my booking under my purchases, nor can i add it. And i am hoping to change my flight date asap before all the fees :(((

It’s been 10 years and i tried every possible way to get in touch, and there’s absolutely no way I can do that. Now I have stopped flying airasia.

There's now way to get a real person to look at my refund case, every support link just leads me to their incompetent ai bot and my refund keeps getting denied because apparently they didn't cancel the ticket they said they would when they made me buy another ticket instead.

Super trash for a company this size that’s been in the business for so long. There’s no way Tony Fernandes is happy with the team behind this app.

This airline is a joke. I tried to make a simple flight change right after I made my booking. It took two months for them to get back to me to try to charge me a crazy amount just to change my booking to a flight. That's not even amy more expensive than my booking. It's nearly impossible to get to a live agent and when you do, they can't do anything to help you and the chat just ends before there's any type of solution or anything. It's unbelievable. Shame on you Air Asia

I tried to upgrade my fiancé baggage, and she try as well. You really have to look all over just to figure it out. The app is also very slow responding. There is no way to reach out to customer service besides the bot that they have on there. Finally at check out we both took turns to pay but it failed. We both had money in the account but still failed our transaction. We finally got a family member to help pay thru a bank that is a form of payment here. But after the payment was finalized we couldn’t even see if it was already added to her flight. Worst airline app service I seen.

I can not input my phone. the form shock itself with laughing

Fraud, disgusting app, stole my money, didn’t book anything. Ruined vacation. No support to give me refund. Just stole it from my card. Beware! Their bot is disgustingly useless and only serves to frustrate customers. It appears as though company is afraid to directly engage with customers, hoping they will give up on reclaiming the money they stole. This behavior is shameful and only adds to the reputation for poor service and dishonesty.

Very inconvenient, otp from email otp from mobile . And you give voice over to remember the otp.

And in the circle going back to Bo with no answers

Ready to book a flight, App required an update. Did so, after enter email & password to login, can’t access the App. Is this update any good?

The website I can’t use “for my own safety” or the app that won’t allow me to log in?

There is no actual customer service, no phone number to call, no live chat with a living person. It’s just a Bo the chat bot and FAQs. I need to add baggage weight, but the option doesn’t show up on the app or online and you’re supposed to be able to do it up to 4 hours prior to the flight.

ji palir punya apps. nda smooth

I was trying to change my flight but could not find my booking from Purchases. When I type the destination, it hangs! I tried asking help from their Bot but he keep saying details dont match.

I booked a flight from Tokyo to Manila but need to change it to Tokyo to Seoul. I spent an hour trying to change my flight but my flight doesn’t appear on my ‘purchases’ list and there no clear way to add my booking. The AI bot Bo is unhelpful and can’t transfer you to a real representative for help. Their customer service flow has you going in circles. I’ll never be flying Air Asia again.

Book VietJet through this app. No combination of booking number or PNR lets you proceed with any changes. Also why do I have to talk to “Bo” to do anything? If you give me a link to add baggage, why do I then have to tell “Bo” I want to add baggage? Horrendous app design. Constantly having to reenter data. Extremely frustrating to use when it works at all.

I booked a flight for the wrong date by accident. I immediately tried to adjust it. But there’s not customer support. There’s only a limited chat bot. No phone, email, nothing. Their policy is that once a booking is confirmed then it’s permanent. So I spent hours in the app and online and searching to try to figure out how to make the change or cancellation before the flight was confirmed. To avoid this fate. But without support you cannot. Then when I finally got a response AFTER the flight was confirmed they said sorry it’s their policy. But I followed their policy and tried to change before the confirmation. But there’s automated bot won’t let you. So now I lost my money for the ticket. Zero help. They don’t care. They got my money for the ticket. But they lose all my future business. And hopefully yours as well.

This is the worst app I’ve had in a while. It’s super slow to load, glitchy, and I have to close it frequently just to get a page to load. Super frustrating to use. You can’t do anything in it because the pages just keep trying to load over and over again.

Extremely buggy interface. I’m trying to change my seats on the app while on wifi and on 5g, and the screen ALWAYS times out to blank. Extremely painful to access any feature when rest of the apps work well. Update: the developers reached out to acknowledge the issue and state that they are fixing it.

Very bad, can’t check in or reserve a seat, or make payment Tried for at least 34 times

Can’t do anything without giving them all of your personal information. Can’t even get your boarding pass or check in. Plus, tons of bugs

It’s a bit tacky, but they constantly promote promotions through pop-up ads format within in the app. Not sure why they turn a quality app to something tacky through these cheap marketing tactics.

I’ve been telling this to everyone now. My last flight delayed 4 times and I got stuck at the airport for 30 plus hrs. Air Asia did not give me a compensation. It cost me 500$ plus in loss because of missing connecting flights and busses, and the booking and tours following the flight. Air Asia refused to pay me back. There are cheaper airlines. If you check “flight status” checker you can see that air Asia flights are delayed all the freakin time. I’m right now gathering proof and finding more people who have experienced same as me, so I can take air Asia to court. They don’t let us talk to a human a freaking robot who’s chat word limit is too low for me to even explain the horrror I faced for 30plus hrs at the airport. So yeahs if you faced the same join me.

Booking flight out selection of seat meal and weight was not a problem, but return flight was unable and it does not recognize my booking number, Bo ( AI) was not intelligent enough, it keep showing I have missed my flight. The staff at airport was unable to assist, I was told they never had any complaints. Maybe it’s karma to suffer through AirAsiaMove app.

The basic functionalities doesn’t work on the app. It used embed page which is slow and not responsive. I just wanted to buy a seat and it ends up with not working!

My review is DO NOT USE! I tried to make a booking for a flight from Kathmandu to Bangkok on September 23, money was taken out and nearly instantly confirmed as booking failed. It is now December 19th and I still haven’t received my refund. They claim that they can’t refund the money because a third part airline was involved, because they don’t have my card information, because I don’t respond fast enough to emails. This is entirely AirAsia’s fault, not mine and they cannot seem to do anything. When I first tried to get information, the chat robot “Bo” was utterly useless, and has been from the start of me using this app, and when I finally did get a representative they were not much better. I asked for credit when they said they had problems refunding the money, as I still needed a flight, but they said AirAsia doesn’t due credit. However, I know that to be a lie as I have people who have confirmed AirAsia gave them credit to fly, and looking online most reviews mention getting credit for another flight, not refunds. For fellow travelers, I understand that you may not have many options for airlines, especially if you are in SE Asia, this is one of the most common. So if you must use AirAsia my advice is DO NOT use them for long flights and DO NOT trust them as a third party representative. Only book AirAsia with AirAsia! If something goes wrong they will not help you.

You rely on an AI chat line that isn’t intelligent at all. And no phone number for a customer service representative

Cannot select seats becoz the screen changes before selection is made

Site is not user friendly. Difficult to navigate. Difficult to return to main screen. Difficult to get points for trip I took with two friends.

Es un robo el tema de las maletas. Dicen que tienes incluido y es mentira te cobran todo. Solo compra vuelos directos. Las escalas tienes q pagar 2 veces tu equipaje