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AirAsia Support – How to Get Help Fast? Call Centers and Customer Service Contacts

In 2019 AirAsia moved its customer support division to the digital platform, so there are no call centers or phone numbers available. How to get help in urgent cases then? Learn how to contact customer service hotline in Australia, Singapore, Indonesia, Malaysia, Hong Kong, Philippines, Korea, Taiwan, United States, Thailand, and more. Flight booking changes, cancelations, refunds, complaints.

9 October 2020

How to contact AirAsia?

To contact AirAsia you need to use one of the online channels:  Twitter, Facebook Messenger or live chat on AirAsia website. In 2019 AirAsia moved the customer support division to the digital platform, so there are no Call Center or phone numbers available. Although customers can’t call AirAsia anymore, the online channels provide extensive support with a fast response.

Please note:

  • When using the standard online chat you will be communicating with AirAsia AVA chatbot, not the real person. The quality of answers is satisfactory for popular questions and purchases of ancillary products and add-ons (baggage allowance, seat selection, meals, travel insurance).
  • Facebook Messenger chat is also limited to AVA chatbot.
  • There is a traditional chat available (you will get help from a real person), but the waiting times are quite long
  • You can send a direct message (DM) on Twitter to AirAsia Support staff to receive an answer from a person.
  • There is are no email addresses to contact AirAsia directly, and the email e-form is difficult to find.

Here are the links you can use to contact AirAsia Support:

AVA Live ChatTraditional ChatFacebook MessengerTwitter Support

List of AirAsia customer service channels

By shutting down phone-based call centers entirely in 2019, AirAsia became one of the first airlines to move 100% of its customer support to the Internet. Since then, the airline has focused on adding new online channels, with the WhatsApp and WeChat chatbots being the latest. See the up to date list of AirAsia customer care channels below:

AirAsia Customer Service channels
Customer Service ChannelDetailsNotes
Call Centernot availableshut down in 2019
Twitter@AVA_AirAsiadirect access to AirAsia staff
FacebookFacebook Messengerchatbot only
AVA live chatAVA Live Chatchatbot only
online chatonline chatlong waiting times
WhatsAppWhatsAppchatbot and AirAsia operators
WeChatWeChatavailable in Simplified and Traditional Chinese only
email addressnot availablereplaced by Twitter
email formnot availablereplaced by Twitter
help pagesAirAsia Supportup to date information
newsroomNewsroomnews and important updates
sales officeslist of sales officesavailable in 19 countries

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How do I contact AirAsia by phone?

Since June 2019, due to AirAsia’s Customer Support move to the digital platform, it is not possible to contact the airline’s call centers by phone. All the phone numbers that can be found on the internet are not operational anymore – including international numbers for AirAsia call centers located in Australia, Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, United States, and Vietnam.

The AirAsia Support is now available via online channels only.

Contact your local AirAsia sales office

If you need personal assistance with your booking, purchasing additional baggage and services, try to talk to one of the AirAsia sales offices. There may be additional fees, but you will be able to get help over the phone.

Emergency phone numbers

Extraordinary times call for extraordinary measures.

AirAsia online customer service is perfect for standard problems reported by passengers, as popular issues can be easily recognized by the chatbot software and the right answer can be sent to the user in a split second. This is definitely a faster solution than waiting in a queue for a call center operator.

However, there are cases where even a well-programmed AI may not be able to deal with the problem. These are usually incidents that go beyond everyday practice. In civil aviation, it is most often the result of natural disasters (volcanic eruption, typhoon, etc) or air accidents. The common denominator of these events is a severe perturbation in the flight schedule, resulting in huge flight delays, canceled tickets, and thousands of inquiries from confused passengers.

For such events, when standard customer service procedures fail, AirAsia introduces temporary hotline telephone numbers. Operators are waiting at these numbers, ready to answer any question from the customer.

Temporary emergency hotlines were introduced by AirAsia in the aftermath of Flight 8501 crash in December 2014, during the Taal volcano eruption in the Philippines in January 2020, and in response to COVID-19 travel restrictions introduced by the Philippine government in March 2020.

Emergency phone numbers are introduced for a short time, usually for several weeks. We recommend following AirAsia’s social media accounts (in particular the Twitter account for AirAsia Support: @AVA_AirAsia) to get an up-to-date emergency telephone number as soon as it is established.

How to Get Help on Live Chat?

Learn a few useful tips about AirAsia live chat:

List of AirAsia call centers by country

All but one AirAsia call centers around the world have been shut down in 2019, following the AirAsia Support transformation into a fully online operation. The only remaining call center is located in India and serves exclusively AirAsia India passengers. Unless you are flying domestically with AirAsia India, there is no call center you can inquiry about your flight. Please check other options to contact AirAsia Support.

AirAsia call centers by country
CountryCall Center Phone NumberNotes
Australia+61 2 8188 2133, 1300 760 330shut down
China+86 20 2281 7666, +86 512 8555 7711shut down
Hong Kong+852 3112 3222, +852 3013 5060shut down
India+91 80 4666 2222, +91 80 6766 2222domestic flights in India only
Indonesia+62 21 2927 0999, +62 804 1333 333shut down
Japan+81 50 6864 8181, +81 50-3176-1789, 0570-200-858shut down
Malaysia+603 2171 9333, 1600 85 8888, 600 85 9999shut down
Myanmar+95 1 251885/6shut down
New Zealand+64 9 887 6920shut down
Philippines+86 512 8555 7711, +632 722 2742shut down
Singapore+65 630 77688shut down
South Korea00798 1420 69940, 050 4092 00525shut down
Taiwan008 0185 3031, +886 2 8793 3532shut down
Thailand+66 2 515 9999shut down
United Kingdom0845 605 3333shut down
United States18447274588shut down
Vietnam+84-8-3838 9811, 3838 9812shut down

Contact your local AirAsia sales office

If you need personal assistance with your booking, purchasing additional baggage and services, try to talk to one of the AirAsia sales offices. There may be additional fees, but you will be able to get help over the phone.

COVID-19 hotline for AirAsia passengers

During a pandemic, all airlines including AirAsia are trying to generate revenue on those few remaining flights that have been left as a result of reduced interest in travel. This usually results in numerous changes to the dates of already purchased tickets – as revenue optimization usually involves shifting passengers from several partially filled flights to one flight with a similar date. We should remember that an airline does not generate profits from flights with seat occupancy below 70-80%.

If we add flight cancellations due to ever-changing travel regulations announced by national governments in response to the escalation of a pandemic in a given region, we get hundreds of passengers forced to change the date on their ticket or to cancel it and start the refund process.

AirAsia update: new travel regulations

In most cases, COVID-19 related cancellations and refunds are handled efficiently by AirAsia customer care online, in particular automated chat powered by AVA chatbot. However, as the situation becomes more complex and the current online support system is unable to cope with the specifics of customer inquiries, AirAsia sets up emergency telephone numbers. Such an Emergency Hotline has already been set up for a few weeks in March 2020 in response to COVID-19 travel restrictions imposed by the government of the Philippines.

It can be expected that in the event of an escalation of the coronavirus pandemic, AirAsia will decide to establish temporary call centers for the most vulnerable regions. We recommend that you follow AirAsia social media accounts (in particular Twitter accounts for AirAsia support: @AVA_AirAsia) to get an up-to-date emergency phone number as soon as it is established.

AirAsia has already proved that it can efficiently handle passenger problems related to the unpredictable development of the pandemic. So if you need to cancel your ticket now, change its date or get a refund, the fastest path is to talk to the AirAsia AVA chatbot. Let it discover your problem and propose the fastest solution. For the latest information on the ticket refund policy during the pandemic, please visit the AirAsia Support.

In case you still need to contact AirAsia on other support channels, please refer to the next section of this article.

Canceled or delayed flight: getting help

As AirAsia shut down their call centers in 2019, there are no phone numbers available anymore. The Customer Service was moved to digital channels that provide fast and comprehensive information. In the event of sudden flight cancellation or delay, you should look for help online:

  1. Check AirAsia’s main Twitter accounts: @AVA_AirAsia, @AirAsia
  2. Check their local Twitter accounts: @AirAsia_Indo@AirAsiaFilipino, @AirAsiaIndian, @AirAsia Japan
  3. Visit AirAsia News page. All important updates are published there.
  4. Get immediate but automatic answers from AirAsia AVA chatbot. The AVA bot is usually kept up to date with the answers regarding the latest events.
  5. Send a direct message (DM) to @AVA_AirAsia on Twitter if you still have questions. This is the only quick way to contact a real person at AirAsia Customer Service. Most questions are answered promptly.
  6. You may try to get a real person on traditional online chat. Please note: waiting times can be prohibitively long.
  7. Contact your local AirAsia Sales Office. They may be able to help during their office work hours.

AirAsia Flights Center

How cheap can you fly with AirAsia on your next trip?

How to reach AirAsia staff on Twitter?

Twitter is the surest way to reach a real person from AirAsia Support. Just send a DM (direct message), or mention @AVA_AirAsia in your tweet, and the support team will get back to you. The answer usually comes quickly. In some cases, you may be redirected back to AVA chatbot to solve your issue if it’s trivial.

@AVA_AirAsia
AirAsia's Twitter accounts
AccountNotes
@AirAsiaAirAsia official account
@AVA_AirAsiaAVA chatbot (Customer Support)
@AirAsiaFilipinoAirAsia Filipino
@AirAsiaIndianAirAsia India
@AirAsia_indoAirAsia Indonesia
@AirAsiaJPAirAsia Japan
@AirAsiaBlogtweets about AirAsia company
@airasiagoodAirAsia Foundation
Airasia twitter customer support ava direct message
Click the envelope icon to send a DM to AirAsia customer service staff

Getting help via e-mail

Even if you investigate AirAsia’s website thoroughly, you will not find any e-mail address or e-mail contact form you could use to send a question to the support team. The airline prefers you to talk to their automated chatbot on live chat or look for the answers by browsing Help Pages and social media.

That’s the hidden cost of flying with budget airlines.

The good news is that you can still use the e-mail to contact AirAsia Support. The e-mail form is hidden, though, as the airline would like to keep it for the most challenging customers with problems that need assistance from a human.


Here’s how to contact AirAsia via e-mail:

  1. Go to the AirAsia website or mobile app, and enter the live chat.
  2. From the live chat menu choose “Feedback “(or type it) then select “Complaint“.
  3. A list of 10 topics appears (Baggage, Booking Changes, Flight Rescheduled / Cancellation, General Q&A, Member Account, Others, Products, Promotions, Service, Website / Mobile). For some topics, you may be transferred back to the automatic process, so choose “Others” to guarantee your way to the e-mail form.
  4. AVA chatbot will ask you for a complaint description. Just type anything here.
  5. The next question is about your booking number. Type “NA” if you don’t have it.
  6. In the last step, AVA asks for your e-mail address and name. Type in your real, valid e-mail (so you can receive the answer).
  7. Finally, AVA displays the link to the feedback form (“Click here to submit your feedback”). The form will open in the new browser window.
  8. Write your message for AirAsia Support, then click the Send button. Go to get back to the live chat and type “Y” there (“Type in “Y” after you have submitted your comment”).

Congratulations, you’ve just sent an e-mail to AirAsia customer service. The answer times vary, but you can be sure your message got read.

Getting help via Live Chat

The AVA Live Chat is the main support channel for AirAsia at the moment. It uses AI-powered chatbot to answer customers’ questions in an automated fashion – based on the keywords that are relatable to AirAsia products and services. It’s also possible (but quite difficult) to reach the AirAsia staff on live chat:

AirAsia Live Chat Guide

Getting help via WhatsApp

As of June 2020, AirAsia customers are able to get support services through WhatsApp – the ultra-popular messaging platform with more than two billion users worldwide. When entering WhatsApp chat with AirAsia, customers are greeted by the AVA chatbot, the virtual assistant powered by artificial intelligence. If you are patient enough you may also have a chance to talk directly to someone from the AirAsia Support team, just bear in mind that the waiting times are usually quite long.

AirAsia Support on WhatsApp: +60 11-3516 5078.

AirAsia WhatsApp

Steps to start chatting with AirAsia AVA on WhatsApp:

  1. Open WhatsApp app on your mobile or desktop computer
  2. Go to the Chats tab
  3. Tap New Chat icon, then select New Contact
  4. Create new contact using +60 11-3516 5078 number
  5. Start chatting with AVA by typing anything
Airasia whatsapp number 601135165078
Chatting with AirAsia AVA bot on WhatsApp

Getting help via WeChat

At the moment, AirAsia Support is available on popular messaging platform WeChat for customers who speak Simplified or Traditional Chinese.

You can scan the QR code below to start chatting, or just follow AirAsia Support directly on WeChat.

Airasia WeChat QR code
AirAsia WeChat QR code

How to make a complaint about AirAsia?

The most effective way to make a complaint about AirAsia is to use their feedback form. It is not accessible directly on the airline’s website – you need to go through a short, automatic conversation on their live chat first. At the end of it, you will be redirected to a unique URL of the feedback form.

This is how to make a complaint about AirAsia:

  1. Go to AirAsia website or mobile app, and enter the live chat. From the AVA chatbot menu choose “Feedback“, then “Complaint“.
  2. Follow the next steps (make sure to provide your valid e-mail address), and at the end of this process you will be redirected to the feedback e-mail form. Describe your problem, then click the Send button.
  3. Wait for e-mail with an answer from AirAsia Support.

If you just want to get something off your chest or to warn others away from the airlines, you can post your review on Skytrax, Tripadvisor, Productreview or Trustpilot websites. That said, we highly recommend that you cool off before posting your complaints. Just wait a day or two before posting a review, to make sure your mind is clear and unmuddled by emotion. It’s only fair.

- AirAsia Customer Service Rating - 0.0
Overall
4.1
  • Call center
  • Social media
  • Online chat
  • Help pages
  • Response time
Kirim
User Review
3.73 (40 votes)

Review

As a low-cost airline, AirAsia is optimizing the costs of its services, and this includes customer service as well.  In 2019 the airline moved the customer support division to the digital platform, shutting down their call centers around Asia. In the post-call-center era, to contact AirAsia you need to use one of the online channels: Twitter, Facebook Messenger or live chat on the airline’s website. You should be aware that when using the online chat, you will be communicating with the AirAsia AVA chatbot, not the real person. Fortunately, the AI-powered chatbot can answer most questions immediately – the queuing time (targeted by the most complaints in the past) is practically reduced to zero! The quality of answers is satisfactory, and when you really need assistance from AirAsia staff, you can always DM them on Twitter.

Overall, we recommend AirAsia – the lack of call centers may be at first discouraging; still, the online channels have proved to be sufficient to solve most problems the average passenger can face.

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