AirAsia has reminded all guests and the public to remain vigilant against scams involving fake airline customer service contacts circulating on social media. The Malaysian-based carrier issued the warning after online posts displaying a phone number falsely claimed to be an official AirAsia customer service line began circulating.
AirAsia confirms that the number is not affiliated with the airline and is suspected to be part of a scam targeting travellers seeking assistance with their bookings. The airline does not operate customer service via phone calls. Instead, customers are encouraged to visit www.airasia.com or access the AirAsia MOVE app for legitimate support.
The scam exploits a common frustration: when flights are delayed, cancelled, or passengers encounter booking problems, scammers crawl social media looking for posts from upset travellers and reach out to them through fake social media accounts, pretending to be an airline customer service representative who's there to help. The scammers ask passengers for a slew of information, like their booking confirmation number, phone number, or bank account.
This is not isolated to AirAsia. A 2026 threat report details over 11,600 malicious domains, with fake airline portals targeting AirAsia and brand impersonation in support scams leading to direct financial loss for victims. The threat is particularly acute during peak travel periods; AirAsia said its customers should always verify all information via official channels, particularly during the Hari Raya travel period.
AirAsia strongly advises the public to avoid contacting customer service numbers found on unverified sources, to be cautious of any links received via WhatsApp or other messaging platforms and to refrain from sharing personal information, booking references or payment details with parties whose identity cannot be confirmed. The airline recommends Australian travellers verify all communications through official AirAsia channels before engaging.
Spotting a fake account requires attention to detail. Airlines' official corporate accounts now carry gold marks on X, and if any account without a gold check mark reaches out about your complaint, you should not engage. Fake accounts often respond faster than legitimate ones and can disrupt ongoing conversations between customers and airlines, making them harder to detect.
For Australian travellers, AirAsia currently flies to five Australian destinations: Sydney, Melbourne, Perth, Adelaide, and Darwin. Anyone booking travel through the airline should be aware that official support comes exclusively through the AirAsia MOVE app or the website. If you have already shared personal information with a suspicious account, contact your bank immediately and report the incident to the relevant social media platform.