AirAsia X review by Dominic 2016-10-26

Worst airline for service. Travelling Mum Dad & children 7, 5 & 3. Arrived at check in at Perth and found out that flight from KL to Phuket cancelled and so 16 hr layover. No email - even though had daily emails spruiking upgrades etc. Told to ask at Airasia desk in Kl for possible accommodation or food vouchers. Got to KL - Airasia not interested. Flight from Phuket to KL 3 year old and 5 year old seated row 21 - Mum & Dad seated row 45. (though we changed on-board obviously). Got onto plane in KL all seated together row 14. After 20 minutes all children now sleeping, were told we could not sit there because it is a quiet zone and children are not allowed. My reaction was not pretty and had it been an American airline I probably would have been shot. Airasia say that seats are automatically allocated and seats need to be pre booked to ensure getting seats together. I thought this what checking in is for. We have flown with dozens of times and have always been seated together due to young children. Obviously they must use an algorithm which can distinguish a family booked together and allocate seats accordingly. Pre booking seats - same cost as airfare!!