Oct 252010

I was trying to contact AirAsia call centre via general AirAsia phone number (+603 2171 9333) today and just found out that this general phone line has became Self Help Menu phone line. That means that you could no longer able to talk with live AirAsia agents like previously. You can only use AirAsia Premium Customer Service Line ( 600 85 9999) which available from Malaysia Telco providers such as Telekom, Celcom, Maxis and Digi. The charge is RM 1.95 per minute which I think is too expensive for me to get the simple answer.

Therefore, I tried to write an email and send to AirAsia support email (malaysia-support@airasia.com). To my surprise, the email address is not in use anymore and it keeps bounced back saying mail delivery failed. Refer to the below error message:

Delivery to the following recipient failed permanently:


Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 #5.1.0 Address rejected malaysia-support@airasia.com (state 14).

I was totally upset about it and still do not want to use their Premium Customer Service number to report my problem. I tried the AirAsia live chat service and was able to chat with friendly AirAsia live agent called Adam. I asked him about my current situation and he managed to clear my thoughts and provide some useful information during the chatting.

I managed to ask him about the status of AirAsia general phone (+603 2171 9333) and AirAsia support email and he told me that Air Asia general phone number is now self help menu and if you want to talk with an agent, kindly use their premium customer service line ( 600 85 9999) which will cost you RM 1.95 per minute. He also informed that the previous AirAsia email contact is no longer active.

airasia live chat session

Is there any AirAsia Email Address that we can use to contact AirAsia?

Yes, Adam provided an AirAsia Email Address (acc_doc@airasia.com) which intended for document processing purposes only. For all other enquiries, he recommended the following options:

1)      Call +603 2171 9333 (Self Help Menu) – You are not able to talk with live agent like before. It becomes just like answer machine in my opinion.

2)      Login to LiveHelp with your AirAsia member ID to get all your queries answered instantly. – There are many online AirAsia customers using this LiveHelp feature and you need to wait for the queue. I suggest you to use Air Asia LiveHelp in the morning (8.30am – 10am) because not many people using it at that time.

3)      Call their Premium Customer Service Line at 600-85-9999 (for Malaysia) which available from 7am to 7pm daily at a charge of RM 1.95 per minute. This is the last option that I had to use to solve the problem even you like it or not.

4)      To view the contact number and email address for other countries, please refer to AirAsia contact us page.

My thoughts:

I think AirAsia should give option to all their customers to use either general phone line or Premium customer line. Customer should be able to use general phone line to contact AirAsia support agent for help and I believe most of us will be willing to use the general phone line instead of Premium line which is expensive.

I personally think that AirAsia should not abolish their previous support email and force every customer to call their premium customer line to get help. That’s not the right decision and will cause more inconvenience to AirAsia fans included me as well. I know it might generate some good cash for the company when all customers use the Premium phone number but I still prefer to use free service such as email support.

Do you use AirAsia Premium Customer Line to contact AirAsia Support Agents? Kindly share your experience.

  28 Responses to “How to Contact AirAsia | AirAsia Email No Longer In Use”

  1. Hello,

    I would like to know how to book ticket online for more 9 tickets. I want to book tickets for 24 persons from Kuala Lumpur to Jakarta. We plan fly on 20Jan – 24Jan 2012. If I should go to the Air Asia counter, which counter nearest my place in Bandar Baru Bangi, Selangor.

    I hope you reply my e mail as soon as possible.

    Thank you.


    • @kamariah: You may have up to 9 guests in a single booking. To book additional guests, please repeat the process to create a separate booking. Alternatively, click here to learn more about group booking or contact AirAsia Group Booking sales officers at +603 8660 4399.

  2. Juz to check my guest name not complete e.g jun instead of Junn, and lim may suet instead

    Lim may suet forgot to toe Michelle can I check in or I need to get a letter from you, cos worry later can’t check in. Thank

  3. My booking number NFV13B. i have make the name ammend on 17/06/2010 at LCCT sell conter. till now i have’t received the feed back from airasia.
    what can i do now ?

  4. Hai.knapa susah sngat nak hubungi airasia?tak mcam mas senang dihubungi lgi free call.airasia dah lah cas mahal lgi susah dihubungi.skrng sya ada masalah penerbangan sya booking online dah byar smua.tpi bila smpai airport nak amek bording pas. kaunter airasia kata blum bayar lgi.susah btul lah.tolong perbaiki secepatnya layanan anda ke pelangan.kurang memuaskan.

  5. Hi.. I have been using Airasia quiet frequent and under Manage My Booking page, how can I erase the ticket reference which were already passed or been use?

  6. pls. assist me in getting phone number of air asia in the phils. i wanna change the date of my ticket.

  7. Wat happen to airasia low cost? Dont forget us,ur early supporters..i miss the old airasia..

  8. Hi,

    I have book the airasia trip from KL to bintulu on 9 Feb 2013. During process the payment, no itenary come out. The case number is 59A3B2QT97. Could you help me to find out

  9. I booked a ticket to Bangkok but the was a spelling mistake. It should be Mr. Lim Shiu Ho but I was given the name as Mr. Lim Shin Ho.
    I tried calling to make amendment and also tried to amend at Manage My Booking but I just wasn’t able to get thru the line nor able to change it myself.
    How do I fix this problem???
    I feel that the service really sucks once the booking is done.

  10. I need to do refund but why can’t do it.error said that main passenger name is correct.My 1st booking number:IE1SPK : -First name:Rafidah & 2nd name:Mohammed Abu Bakar- refund due to double booking,2nd booking I14TGRI confirm with 2nd booked.
    I already make my refund request with agent last 7/1/13 but until now no any reply.
    Please help what can I do ?

  11. hi,
    i would like to ask if i want to change my flight time, what i need to do?

  12. Oopps…….
    We are sorry the live chat is currently unavailable. We are only available from 8am – 8pm (GMT+8) including public holidays in Malaysia.

    http://www.airasia.com/my/en/contactus.page <– error. can't be open.

    Call +603 2171 9333 (Self Help Menu) <— no longer in service.

    NOW only left !!!!!!

    Call centre
    Whereever you are in the world, know that we’re only a call away. Contact us at anyone of our call centres with the contact details and numbers listed below.


    600 85 8888 (AirAsia X Premium Line)
    Operating Hours: 9am – 6pm (GMT+8)
    Monday to Sunday

    Available from Malaysian telco – Telekom, Celcom, Maxis & DiGi
    Charge: RM 1.95 per minute

    This service is to cater for AirAsia X Guests only. For any other AirAsia related queries, please logon to AskAirAsia.com for answers.

    I just want to ask "Is it my payment through because money had been deducted from bank account"

    "Dear customer,
    We have received your payment request before.
    If you have successfully made payment at PUBLICBANK, please contact AirAsia to check your order status for the following order details:
    Order Number: J6YVTV
    Transaction ID: J6YVTV16071309380
    Thank you for your continued support."


    • Hi… I am facing this problem too… I couldn’t contact air asia.
      So how did you solve this problem??

      Please help….

  13. AirAsia sucks. I can’t get thru and talk to anyone even for a simple query. Fix this problem. Shame on u!

  14. saya telah membuat booking online tiket ke kota bharu pada 27/11/2013 nanti. masalah saya ialah saya telah membuat kesilapan dengan menaip nama yang sama iaitu di guest 3(child) dan guest (4).namun begitu tarikh lahir yang ditulis adalah betul.Persoalannya dimana kah tempat yang yang boleh hubungi untuk membuat pembetulan nama.call customer services x dapat

  15. I am going india on 26-01.2014 and return on 02.02.2014. Th returen date wanted change on 08 or 09 .02.2014. Pls Call me 0t 014-2206055

  16. I did nit get my travel itenary yet. Please resend to my email address. My booking number is Your booking number is:

  17. My group booked for a return flight from Medan to Kuala Lumpur on the 17th October 2014 and was given the flight No QZ8056 departing at 1645 hours. However when I tried to book for an additional passenger on the same flight the Flight No given to me was different. It was stated as QZ126. My question is are these two flights the same? If its the same then how come it now have a different FLIGHT NUMBERS?

    • Kindly reply my above query as I need to book for the additional passenger (refer to my above query)

    • Kindly see query No 17 above. I posted 2 queries on May 28 at 12.42 and 12.49pm. A reply stating ” Your comment is awaiting moderation” Today is the 2nd of June 2014 and I have yet to get a reply to my simple query – Yes it has been changed or no it has not been changed.

      Why is AirAsia taking so long to answer such simple question? Is it purposely delaying the reply so that I will be forced to use the Premium Customer Service which is ridiculously expensive.

      Looking at the above customers comments almost all of them seemed to think that Air Asia customer service is very very bad.

      Come on Air Asia there are many ways to earn revenue surely this Premium customer service phone service of RM 1.95 per minutes is a “cutting your clients throats for wanting some legitimate answers”

  18. I have book the airasia trip from KL to kathmandu on 31 July 2014 time 11.50 am. During process the payment, no itenary come out. . Could you help me to find out

  19. Hi , I has booked for a return flight from KL to Taiwan on 13/12/2014 & back on 19/12/2014 ,my booking number is CFSR7X ,however I had given the wrong email address .kindly to assist me whether can resend the travel itinerary with payment summary to me other email address???

  20. I would like to changed my Flight date due to some personal issues. What am i supposed to do and who shall i contact to? Kindly advise me within today because my flight is on this coming Sunday (14/12/2014)

    Thank you.

  21. Hai saya nak tnya saya ada boking sandakan ke kuala lumpur pada date 28 07 15. . .date saya boking 28 04 15. . .nombor boking sudah dapat tapi duit saya di ecoun x di potong. . .no boking ODLZ5G. . .ape dapat boking ke atau tak. . .saya takut nnti saya buat lagi dah dua kali potong pulah

  22. My reference number is CAS-16291109-K709SS.

    Hi , I has booked for a return flight from Thailand to KL on 26 Nov 2016 for (12 person) ,my booking number JE1WMC & OIU9UD , due to personal issue , i would like to re-schedule my return timing to afternoon instead of morning.
    Kindly advise ASAP , as we need to arrange pick up from KL service now.

 Leave a Reply



You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.