AirAsia MOVE: Flights & Hotels

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 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.

I am a frequent user of the AirAsia app. When I logged in to book a flight this time, I was advised there was an update available I thought I should download, so I did it. Now the app does not allow me to choose my seat. I always choose an emergency row seat because I am tall. Now, it appears, I’m just thrown into the economy seat lottery. I tried to use the apps chat box function, AVA, but it is completely worthless. When I noted I wanted to learn how to pick a seat, it provided me a silly video of the different seat options available on airplanes, not limited to AirAsia airplanes. As far as I know, Air Asia does not have a lay flat business class seat. nor does it have a “quiet zone“, as suggested by the video. However I tried to ask for how to pick a seat, AVA gave me completely worthless and irrelevant information. Air Asia could not have designed a more stupid chat box if it had tried.. This is not an update, Air Asia, it is a retrograde. You’ve made your app less useful.