16/05/2026
𝐇𝐨𝐰 𝐭𝐨 𝐜𝐨𝐧𝐧𝐞𝐜𝐭 𝐭𝐨 𝐚𝐧 𝐀𝐢𝐫 𝐀𝐬𝐢𝐚 𝐋𝐢𝐯𝐞 𝐀𝐠𝐞𝐧t
I had always thought live agents with Air Asia were a myth. That no matter how many times I answered Bo, their chatbot, we just ran around in a loop. Endlessly.
So my problem was, since my flight was canceled, Air Asia never provided me with a new date. Just canceled it. They did say I could reschedule within 30 days at most from my original departure date.
The problem is, all flights that month had been fully booked since last year.
I played around with the chatbot so many times to no avail. This was until I mistakenly selected an incorrect option and voila! It suddenly put me in a queue to connect to a live agent.
The first time I talked to an agent took some time. Until the session was disconnected. After that, I wanted to check if I could replicate the steps that led me to that point.
And yes! The steps I did got me queued up again. The following events had been a mix of long queues and many session disconnections in between.
After 5 grueling hours of queueing, getting disconnected, and queueing again on both the app and website, I finally was able to talk to an agent with no disconnections and present my issue.
And the good news is, they accepted my request to reschedule my canceled flight to my new preferred dates.
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𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 𝐬𝐨𝐦𝐞 𝐭𝐢𝐩𝐬 𝐭𝐡𝐚𝐭 𝐈 𝐭𝐡𝐢𝐧𝐤 𝐜𝐚𝐧 𝐡𝐞𝐥𝐩 𝐲𝐨𝐮 𝐠𝐞𝐭 𝐜𝐨𝐧𝐧𝐞𝐜𝐭𝐞𝐝 𝐭𝐨 𝐚 𝐥𝐢𝐯𝐞 𝐚𝐠𝐞𝐧𝐭:
⚬ Since the flights were for my wife and I, the chatbot asked me if I would like to include all guests or not. You should answer no, and you will be queued to connect to a live agent.
⚬ I read that the app tends to disconnect the session more than the website and, in my experience, I think both the app and website had their own issues. In the end, I was successful with the website session, and I do think you stand a better chance doing it on a desktop browser.
⚬ We all do not have the same case scenario, so my tip is not to give the correct information based on what the chatbot asks from us (See tip #1).
⚬ When things still do not go your way, email the Civil Aeronautics Board. They were a big help in resolving my case when I wanted a refund from the airline instead of a credit fund. And I also believe my issue with the rescheduling of flights was helped because I gave them the CAB case number for reference (since I also sent a complaint to CAB).
