AirAsia Sales Centre (KL Sentral)

Went to this sales office around 11am. It is located at KL Sentral Station on the 2nd floor. Parked at this building itself, cost rm5/hour. Parking plenty. I took a number and was immediately served by Mr.Siva who was very pleasant, helpful and answered all our questions. Our flight was delayed by 2 hour and flight is 3 months away ! The email gave us an option to cancel and get a full refund but AirAsia move app as well as website does not gives us the option to get a full refund at all .The AI Bot was really useless and hopeless, end up submitting a case for us but nobody revert to us even after 4 days. So we have to drive all the way to KL Sentral Station and very quickly Mr.Siva assured us that any delay 2 hours or more, we can get all full refund. He submitted our case and with the next 2 days, we received an email informing us of our full refund, credited into our AA account. Good job, Mr.Siva and thank you.

"I had a wonderful experience with AirAsia Travel Agency. They provided excellent support throughout my journey. Highly recommended!"

I had a great experience at the AirAsia KL Sentral office, and I’d like to highlight the excellent service provided by staff Amm👍🏻. They were extremely helpful and understanding, and even though I was worried about the seat, I truly appreciate Amm’s professionalism and kindness, and I’ll definitely leave a positive review. Thank you!👍🏻

Thank you very much Ms . Alia for your prompt assistance. Friendly and explain the situation is clear. Really help regarding my duplicate booking & refund application issue.

Went to this sales office around 6.35pm, almost closing time, on 1 Dec 2025. The energy level of all the staff working there was found to be high even at the closing time. They deserve my appreciation.  My problem was unique, I booked two tickets, for me and my wife. I booked it first for my wife successfully. While I was booking my ticket, due to auto-filling option, my wife's name was entered  instead of my father's (family name) , as the first two letters are the same. It can not be corrected online as the mistake is in more than 3 characters. Hence I traveled from Melaka to KL and reported my problem. Mr AM is at the counter and patiently listens to my request, and reported it to the head office after verifying our passports. He could have very well told me it is not possible as per the Airasia's ticketing policy, but he took it as a special case. Got the work done in one hour time. He is so kind, I give him 101 marks.  Thumbs up to Airasia and the Ticketing office at KL Sentral. May God bless everyone working there.

The review is for the service center only, not for the airasia customer service practices and policies which deserve no more than 1 star. Went there to get help for a flight change. Initially tried to do it via the app, the fares displayed were different from the fare advertised on the web, like 70% higher. There is no call center, no online chat support from a real person, and ofc Bo is useless for this kind of issues where it hits AA programmers' capability threshold. So the sales center would be the last resort, luckily it worked! Vanessa from counter 8 helped me to resolve the issue with a minimal processing fee of RM10, which i m grateful for if compared to the otherwise. Visited Tuesday morning 11:25 and sorted out by 11:35. Overall efficient and smooth.

Reached the door at 550pm. Door already closed. Google said close at 7pm, but that notice on the door says 6pm due to Ramadan. I just need to correct a letter in a name in the booking also not able to help, told me their system is already closed. And the stupid Bo is also useless. This will be the last time I get a ticket from air Asia. Now you can go fly kite.

the wait was a little long with only 2 counters open and about 20 people ahead of me on a sunday afternoon, which meat about a 45 minute wait for me to get through everyone. for whatever reason, I was unable to change my flight date MONTHS in advance , which the very helpful counter staff was able to very smoothly assist me with. She herself admitted that there are too many different promotions / products flying around their own system which leads to their website being a janky, unhelpful mess. 5/5 for the staff. they are as helpful as Bo is unhelpful.