AirAsia X review by Kay

We bought return tickets in early March 2018, flying from Kuala Lumpur to Osaka in end October 2018. There were 2 cancellations made by AirAsia without notice or whatsoever. Both had no notice or email given until we noticed the changes ourselves when we were on the website. The 1st cancellation was made somewhere in June to early July, original flight to Osaka canceled and they moved it to 2 days later than the original. We filed complaints through email and Twitter, and expressed our dissatisfaction on the cancellation and changes without notice immediately, and request for flight change as the date is not preferable. Entitled for free reschedule, we moved the date to early November. The 2nd cancellation was made soon after the reschedule done in early July till early August, same scenario as previous, no notification! We noticed the changes ourselves in the website, filed another complaint through Twitter, and the only thing we can do is either get a refund or free reschedule. Nothing else. Noticed there were complaints about the delays and difficulties in getting the refund from AirAsia, we decided to make another flight reschedule to late November. Our departure flight now is 1.55am on 24 November (tomorrow). And this early morning (today) we received an email informing us that there will be a delay in our flight for 2 hours. We are now so frustrating and yet worried there will be another delay in the flight later. Another note, the response from AirAsia's customer care or support team is very disappointing. The response received from Twitter somewhat acceptable, which they took about 5 hours to 1 day to reply, but as long as you have decided the date to reschedule to, they somehow managed to get it done quickly. However, there was no response from our email complaints about the first cancellation that we made in mid-July, until end-August where we have already made our second reschedule (in mid-August) after the second cancellation without notice. And the email was only reflecting the first cancellation and first reschedule that we made in July. Soon after the email, Cancellation Notice was sent to my inbox to notify the first cancellation, after 2 months, and it wasn't even valid at that time anymore.