# AirAsia MOVE: Flights & Hotels — user reviews > 1,593 indexed App Store user reviews of AirAsia MOVE by AirAsia Berhad, rated 4.40/5 from 15,776 ratings. - Source: https://appshunter.io/ios/app/airasia-move-flights-and-hotels/id565050268/reviews - App overview in markdown: https://appshunter.io/ios/app/airasia-move-flights-and-hotels/id565050268.md - Rating breakdown: 5★ 11,147 · 4★ 2,187 · 3★ 854 · 2★ 346 · 1★ 1,242 ## What do users think of AirAsia MOVE? Overall sentiment: negative **Pros** - 🚀 Simplified baggage fees - 👍 Good low cost alternative airline - 👍 Convenient app for booking flights **Cons** - 🐛 Buggy and unreliable app - 🔍 Difficult to navigate and use - 🤖 Useless chatbot with no human support - 💰 Hidden fees and charges - 🕰️ Slow and laggy performance - 🤔 Inconsistencies between app and website **Commonly reported bugs** - App crashes during booking process - Unable to check in or view flight details - Payment issues and transaction failures - Incorrect flight information displayed **Most requested features** - Improve app stability and reliability - Provide better customer service and support - Add more payment options and flexibility - Streamline booking and check-in process - Integrate app with airline membership program ## Newest reviews (20 of 1,593) ### 1/5 — No Refund seen in more than 60 days *2026-07-16, version 12.49.1* Never book with AirAsia. They had cancelled our flights and offered refunds - we took the refund option and it has been more than 2 months and we have not seen the money. We have followed up with the Bo Chatbot numerous times, and when we get transferred to a live agent, no one responds, even if you’re still in the chat for 5 hours. I have contacted the voicemail and email services to follow up on the refund case but have had only fluffy answers and no actual resolution or refund. I have now lodged a complaint with the Malaysian Aviation Authority. We paid in good faith for services not rendered, the customer service is so poor and yet, this airline could not honour our refund. Don’t book with them ever. ### 1/5 — Misleading and poor pricing *2026-07-15, version 12.49.1* Very misleading information on deals and sales ### 1/5 — Worst App *2026-07-15, version 12.49.1* I tried for several days trying to book a flight for my wife and I but this app is so bad it doesn’t let her get a booking although my flight can be booked so we will booking through another airline ### 1/5 — Flight refunds from air asia flight cancellation *2026-07-13, version 12.49.1* I have applied for a flight refund from my flight cancellation from Air Asia due to geological issue however, i still don’t have any refund after a month. We don’t actually get to speak to a real person, it’s an automated chat ai that is responding to my queries which is very disappointing. ### 3/5 — App flawed. Doesn’t award flown sectors to advance tier *2026-07-13, version 12.49.1* Enjoyed every aspect of my AirAsia experience, on the ground and in the air. That said, I never get credited with sectors flown per booking. Points are awarded but the sectors to advance to Gold Tier always stays at zero. Currently states I have taken 0/14 flights to reach gold, yet I have flown a bunch of flights already. App is flawed and customer service have no idea, they just close cases I’ve opened as completed. It appears that flying frequently with AirAsia that loyalty is not rewarded. ### 1/5 — Really unprofessional *2026-07-03, version 12.49.0* Sorry I like the airline but the app is really unprofessional ### 1/5 — Absolute disgrace of a company and joke for an App *2026-06-30, version 12.48.0* If I could rate zero I would. This company is a joke. Bo doesn’t work and you can’t reach a real person. Been chasing my refund for flights they cancelled for 6 weeks now. Absolute joke of a company ### 1/5 — No HUMAN customer support. *2026-06-29, version 12.49.0* How can people with brain think thay AI chatbot can solve anything. ### 1/5 — Scam *2026-06-28, version 12.49.0* Do not use them and when booking the grab drivers do not arrive and pretend they picked you up to keep your money. Had to provide proof that I used their services twice for transport and does not respond in customer service unless you attempted to contact over 15 times. ### 1/5 — Terrific experience. *2026-06-28, version 12.49.0* Terrific experience with this airlines and app. No live agent to support. Hard to manage booking. ### 1/5 — My personal info is incorrect. *2026-06-24, version 12.48.0* Every time I correct it it reverts back. I’ve just booked flights on another airline because the useless Bot blocks me from getting to a live agent. ### 2/5 — Unstable *2026-06-22, version 12.48.0* Trying to create an account and it keeps crashing while I enter my basic details. Deleting app now. ### 1/5 — Very poor customer service *2026-06-18, version 12.48.0* We had connecting flights booked via AirAsia move. The airline delayed our first flight to be landing 5 minutes after our second flight departed. I found it very hard to talk to anyone about it. When eventually I did, they refused to refund me, even though the entire thing was their fault. Very unimpressed with the response and how hard it it was to contact customer service. ### 1/5 — Very Poor Customer Service and Lack of Responsibility *2026-06-16, version 12.48.0* One of the worst customer service experiences I have ever had. The support team showed very poor communication, lack of responsibility, and no genuine effort to understand customer concerns. Responses were inconsistent, with different information provided through different channels, making the whole process confusing and frustrating. Instead of trying to help, the approach felt like simply avoiding responsibility and repeating policies. For a company operating in the budget airline industry, the level of service is far below what I have experienced from other budget airlines. Very disappointing. ### 1/5 — Corporate Scam Organisation *2026-06-09, version 12.47.2* They’ll take your money and cancel at the last minute, leaving you stranded and then will make it a 40 process to get you money back ### 1/5 — Stupidest airline ever *2026-06-07, version 12.47.1* Stop making everyone’s life harder than it already is. ### 1/5 — Useless app *2026-06-06, version 12.47.1* The chat box cannot seem to understand and it’s air Asia way of discouraging people to complain ### 1/5 — Absolute bottom! *2026-06-04, version 12.47.1* Skip this airlines at all cost!!! Worst airlines ever existed in this world! Worst support, worst rules, worst personnel, worst luggage check, worst in absolutely everything! ### 1/5 — Refund *2026-06-01, version 12.47.1* Refund takes forever ### 1/5 — It’s full of bully *2026-05-31, version 12.47.1* I don’t understand why we have to share our passport information firstly, before we make any booking searchings? I don’t trust you. ## Most critical reviews (10 lowest-rated) ### 1/5 — Shocking *2026-08-30, version 12.52.0* Terrible experiences trying to log in, trying to manage my flight, don’t know if can cancel and get a refund, can’t even get onto the change my flight area - loads indefinitely. The whole app (and also their website) feels cheap and barely works - and talking to their AI assistant makes you want to pull out your hair. Avoid. ### 1/5 — Terrible bad App especially in human verification process *2026-08-29, version 12.52.0* Difficultly using ### 1/5 — worst budget airline *2026-08-28, version 12.52.0* customer service is practically non-existent. do not fly with them guys ### 1/5 — Update broke the app *2026-08-25, version 12.51.1* Recent update broke the app. It doesn’t load / work ### 1/5 — Garbage airline *2026-08-21, version 12.51.1* What a pile of trash app and airline they charged me for 2 flight wouldn’t let me board said they would refund airport tax then never responded what a pile of trash bet they won’t give me their address to show up for my money. Trash ### 1/5 — Big scam *2026-08-06, version 12.50.2* I bought Jpn-Bkk-Ygn tickets in advance and they changed the flights in 15 days and two flights is overlab in time I just didn’t know.So I asked for money from the website Agoda the one I bought and they told me to go ask the AirAsia and AirAsia said they can’t do nothing because I bought from Agoda and finally Agoda asked the airline to refund for me somehow.It is already 3 months and i didn’t get any refund or emails back.So shameful Malaysian airline.I hope you can use my money when your body bury i didn’t know your Alah teach you stole money from people so shameful. ### 1/5 — Spam city *2026-08-05, version 12.50.2* If you’re going to use this app be sure to sign up with an email alias, they will spam and bombard you with notification even when disabled. ### 1/5 — Zero customer support *2026-07-28, version 12.49.2* Paid for the Zero Change Fee add-on, but airport staff still forced me to pay an unfair penalty anyway. When I tried to get help, the AI chatbot provided no options and locked me out of the chat. Completely useless support why is it so hard to talk to a human now? AI just takes you round in circles please could someone contact me to resolve this ### 1/5 — Kinda a scam *2026-07-23, version 12.50.0* The AirAsia move app is designed to charge you more than necessary for add ons. definitely purchase add ons (ie baggage) through the website as this adds additional charges without showing you. When I complained AirAsia just said ‘you paid the amount so no refunds’. Would avoid AirAsia Move for this reason ### 1/5 — Paid extra for bag before flight and got charged again *2026-07-21, version 12.49.2* Had no issue on my way to Sandakan but when I was checking my bag back in, I got charged 25 American dollars for it. Doesn’t make any sense and feels like a scam. Already paid for additional luggage. Why are they charging me again? ## Most praised reviews (10 highest-rated) ### 5/5 — Good *2026-02-19, version 12.42.0* Good ### 5/5 — Done *2026-01-27, version 12.28.0* Dine ### 5/5 — Laggy and buggy app *2026-01-01, version 12.40.1* App takes a long time to load, especially when tryting to pay. And happened to me 2 times when the first payment got rejected, but money in bank got deducted. Refund? Dream about it. When i try to add an infant on my booking management page, i can’t. It only shows that i need to ask Bo to change guest name, which is very useless like the UN I wish this company would go bankrupt. They taking things way for granted since theres no competition ### 5/5 — 🥰 very good *2025-10-27, version 12.37.0* ❤️❤️❤️ ### 5/5 — App dysfunction *2025-09-09, version 12.34.1* The app won’t let me remove a dysfunctional credit card or allow me to change it ### 5/5 — OK *2025-09-03, version 12.34.1* Good ### 5/5 — Thank you *2025-08-08, version 12.33.0* Thank you for good service ### 5/5 — Easy *2025-05-14, version 12.27.2* Very usefull to ease trip experience ### 5/5 — Quick Response from AirAsia management team *2025-04-09, version 12.25.0* 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 ### 5/5 — Ground service Sydney Australia. *2025-02-02, version 12.21.0* I am grateful and thankful for the patience and kind assistance of Tulika Airasia Rep Sydney Australia as well as Check in Agent Zinat. They have both made my check in smoothly. --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-09-05.*