AirAsia MOVE: Flights & Hotels

• Free

Last verified 27 Aug 2026

4.4 15773 ratings · App Store

1. 2/5Lost functions

   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.

   Ricky1066 · 27 Aug 2026

2. 1/5Is not refunding money

   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.

   BGirton · 27 Aug 2026

3. 1/50 stars

   If I could give negative stars, I would give this app and company -5 stars. They never refund anyone any money, ever! Take it from an expat who speaks with many other expats: don’t expect to get any money back. The best they’ll do is give you credit for another flight, which is pointless if you want to avoid this trashy airline altogether. The real problem is that the customer service is the worst. They only have a functionally limited A.I. chatbot, which never answers your questions and directs you to what you need. But it gets even worse, they don’t have any live human support besides the actually airport staff. And they are only available right before your flight, so if you cannot get your issue resolved in the app with the useless AI (and trust me, you won’t), your only choice is to show up to the airport and speak with a representative. But the representatives still will not help with a refund. This company seeks to take money away from people and use crappy customer service as an excuse to not pay people back. For example: vietnam allows for a visa on arrival so I booked a flight thinking I could arrive and get my visa. But airasia refused to let me check in without a visa, and would not refund my ticket, and even worse, they charged me when I said that I wanted to change my flight because I now had to wait for an e-visa. When I finally arrived in Vietnam the first gathering area was a “visa on arrival” area. Therefore this airline refused me entry for reason and not in correspondence with the law, and even refused me a refund. They say you’ll get credited to your airasia account, but I’ve been waiting for these credits for 2 months and I have received not a single baht I spent back. This is totally unacceptable and of this was America I would be suing. I will be sticking to Nakhonchai air busses from now on. They are cheaper and there’s none of the money hungry nonsense

   Nothing but ads and info theft · 27 Aug 2026

4. 1/5Invasive Refund Process and Limited Options - worst customer service I've ever interacted

   I recently faced challenges with AirAsia's refund process. While customer service eventually agreed to process my refund, they required sensitive personal information, including my passport details and a photo of me holding my passport, citing "funds security." This felt unnecessarily invasive and inconvenient. To make matters worse, the refund was only offered as credits instead of a monetary refund, which was frustrating and not clearly communicated upfront. Isn’t the payment information and personal details provided at the time of booking enough to process a refund? The airline already has all the necessary information to verify my identity. Agreeing to refund but then imposing unreasonable requirements to deliberately obstruct the process is truly low, dirty, and despicable. This experience raised serious concerns about the transparency and efficiency of the refund process.

   AirAsiaLetMeDown · 27 Aug 2026

5. 1/5Search choice errors

   The app seem to always get the default cheapest airfare times even though you choose a time that you want. This happens when you choose the SNAP option and it happens during the hotel search. When you set and chose the time you want for your flight then you try to choose your hotel. Hitting the back button or trying to find a different hotel. The flight times you chose defaults to the cheapest one recommended by the app. So when you finally got the hotel that you want, you realize that when you see your itinerary that the times you chose isn’t the ones had previously but the cheapest ones the app had picked for you. After it had been paid its too late to make the changes which I tried to change but the app won’t let me. Now I’m stuck with the times and will pay the hotel for a late check out fee. App needs work.

   normisaac · 27 Aug 2026

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