AirAsia X

AirAsia X is a pioneer in the world of long-haul budget travel, proving that intercontinental journeys can be accessible to everyone. Based in the dynamic metropolis of Kuala Lumpur, the airline opens up the skies of the Asia-Pacific region and the Middle East for tourists who value smart savings. As a subsidiary of the famous AirAsia Group, the carrier specializes in flights lasting more than four hours, offering a unique combination of low fares and flexibility in service selection. With AirAsia X, the dream of distant lands turns from an expensive fantasy into a realistic travel plan.

History and Mission

AirAsia X was founded in 2007 with an ambitious goal: to transfer the successful low-cost model to long-haul distances. The first flight was to Australia, which immediately changed the rules of the game in the regional aviation market. The company's mission echoes the motto of the entire AirAsia Group — "Now Everyone Can Fly," but with the addition of "Xtra Long." The airline strives to ensure maximum accessibility of flights, allowing passengers to pay only for the services they truly need, whether it be onboard meals or baggage allowance.

Flight Geography

The AirAsia X route network covers key tourist and business centers. From its hub in Malaysia, the carrier operates regular flights to popular cities such as Seoul and Osaka, connecting Southeast Asia with the Far East. Destinations in Australia, including Sydney and Melbourne, are hugely popular, as are flights to China, for example to Shanghai, Beijing, and Chengdu. Additionally, the airline serves important routes to Tokyo, Jeddah, and Delhi.

Fleet and Service

The company's fleet consists primarily of wide-body Airbus A330-300 liners, which are ideally suited for long-haul flights. A distinctive feature of AirAsia X service is the cabin with Premium Flatbed reclining seats. This is a unique offering for the low-cost segment, allowing you to enjoy business-class comfort at a much more democratic price. This product has repeatedly won prestigious awards from Skytrax as the "World's Best Low-Cost Airline Premium Cabin."

Safety

Despite the budget model, safety issues are an absolute priority. AirAsia X strictly adheres to international standards for aircraft maintenance and operation. The airline regularly undergoes Operational Safety Audits (IOSA) and collaborates with leading global maintenance service providers, ensuring the reliability of every flight.

AirAsia X is a modern digital airline that relies on technology and online services. Unlike traditional carriers, the company has almost completely abandoned telephone call centers in favor of digital communication channels. The fastest and most reliable way to resolve any issue, from ticket purchase to refunds, is to use the official chatbot or mobile application.

Official Website

The main resource for information, booking management, and contacting support is the unified AirAsia Group portal:

www.airasia.com

Contact Details

• Official Website: www.airasia.com
• Customer Support (24/7): The primary communication channel is the intelligent chatbot "Ask Bo". It is available around the clock on the website and in the app. The chatbot resolves most standard questions and can switch to a live agent in the chat if the issue requires human intervention.
• Ticket Booking: Performed exclusively online via the website or app. There are no telephone booking lines.
• Email: Direct email for passengers has been replaced by an e-Form system, available in the "Support" section on the website.
• Mobile App: AirAsia MOVE (formerly airasia Superapp).
  • Available on the App Store, Google Play, and Huawei AppGallery.
  • The app allows you to check in for flights, purchase meals and baggage, and communicate with support.

Social Media

The airline actively maintains pages on social networks, where you can also follow promotions or try to contact them via direct messages (however, the bot on the website remains the priority method):

• Facebook: facebook.com/airasiasuperapp
• Twitter (X): twitter.com/airasia
• Instagram: instagram.com/airasiasuperapp
• LinkedIn: linkedin.com/company/airasia

Local Offices and Headquarters

AirAsia X is based in Malaysia. Physical sales offices in other countries are rare, as the company operates on an online sales model. Airport counters usually open only during flight check-in times.

• Head Office (RedQ):
  Jalan Pekeliling 5, Lapangan Terbang Antarabangsa Kuala Lumpur (klia2),
  64000 KLIA, Selangor, Malaysia (near the city of Kuala Lumpur).

Emergency Support

• For urgent issues related to flight cancellations or rescheduling, use the "Ask Bo" chat on the website or in the app by selecting the appropriate menu items for priority service. There is no telephone hotline for passengers.

Please note: Contact details and communication methods may change. We recommend always checking the latest information in the "Support" section on the official website before your trip.

When planning a trip with AirAsia X (D7), it is important to remember that you are flying with a budget airline (low-cost carrier). This means that base fares often include only the flight, and you must pay separately for comfort and baggage. Carefully studying the rules will help avoid unexpected expenses at the airport, whether departing from the hub in Kuala Lumpur or returning from distant lands.

Cabin Baggage

AirAsia X's cabin baggage policy is quite strict, and staff at check-in counters or the gate often check bag weights. Each passenger (except infants) is allowed to take on board:

• Two pieces of baggage in total: One main cabin bag (size not exceeding 56 cm x 36 cm x 23 cm) and one small bag, such as a laptop bag or handbag (size not exceeding 40 cm x 30 cm x 10 cm).
• Total weight: The combined weight of both items must not exceed 7 kg. This is a critical rule. If your backpack and bag together weigh 8 kg, you may be asked to check items in for an additional fee.

If you need more space in the cabin, the airline offers the Xtra Carry-On service (not available on all flights), which allows you to increase the cabin baggage weight limit to 14 kg.

Checked Baggage

In standard fares (Low Fare), checked baggage is not included. You pay only for the weight you need. If you are flying to Sydney or Shanghai, it is best to pay for baggage in advance online — this is significantly cheaper than at the airport.

• Weight Categories: When booking, you can select packages of 20 kg, 25 kg, 30 kg, 40 kg, 50 kg, or 60 kg.
• Premium Flatbed: Passengers who choose premium seats (reclining seats) usually already have 40 kg of baggage included in the ticket.
• Weight Limit per Piece: For the safety of baggage handlers, the weight of a single suitcase must not exceed 32 kg. If you bought 40 kg, you will need to pack your items into at least two bags.
• Baggage Pooling: If you are flying under the same booking number with a companion, you can pool your baggage weight allowance, but only provided that you check in for the flight at the same time.

Sports Equipment and Musical Instruments

AirAsia X has specific rules for transporting non-standard items:

• Sports Equipment: Surfboards, bicycles, skis, diving gear, and golf equipment are transported for a separate fee under the "Sports Equipment" category. This weight is not included in the standard baggage allowance. We recommend booking sports baggage in advance via "Manage Booking" to save money.
• Musical Instruments: Small instruments (e.g., a violin) that do not exceed cabin baggage dimensions and 7 kg in weight can be taken into the cabin for free instead of cabin baggage. For larger instruments (cello, guitar) that you wish to carry in the cabin, you must purchase an Extra Seat. Otherwise, the instrument must be checked in (a hard case is recommended).

Prohibited and Restricted Items

When flying to cities such as Seoul or Tokyo, please observe international and local safety rules:

• Power Banks: Allowed only in cabin baggage. Checking them in is strictly prohibited. The battery capacity must not exceed 160 Wh (approximately 20,000 – 32,000 mAh depending on voltage; check the labeling).
• Liquids in Cabin: In containers not exceeding 100 ml each, packed in a single transparent bag with a volume of no more than 1 liter.
• Fruits: Due to the strong odor, carrying durian and jackfruit in the aircraft cabin is prohibited. Durian is sometimes allowed in the cargo hold, but only if hermetically sealed and approved in advance.

Tips for Efficient Packing

To ensure your journey with AirAsia X goes smoothly, follow these recommendations:

• Book baggage immediately: Adding baggage when purchasing your ticket costs the least. Buying baggage at the airport counter can cost significantly more.
• Weigh at home: Use handheld scales before leaving for the airport. An excess of even 1 kg may result in excess baggage fees, which are calculated per kilogram.
• Valuables stay with you: Always keep laptops, cameras, money, documents, and vital medicines in your cabin baggage.
• Labeling: Be sure to attach a tag with your name and contact details to your suitcase and remove old baggage stickers to avoid confusion during sorting.

If you are planning a trip with a pet on AirAsia X (D7) flights, it is important to know in advance that the airline's policy is extremely strict. Unlike some other carriers, AirAsia X does not permit the transport of pets in the aircraft cabin or as checked baggage. This rule applies to all routes, including departures from the hub in Kuala Lumpur and flights to Australia or East Asia.

In Cabin and Baggage (Cabin Baggage and Checked Baggage)

On flights with the D7 code, there is a total ban on transporting animals with the passenger.

• In the aircraft cabin: Strictly prohibited. You cannot take a carrier with a cat or dog into the cabin, regardless of their size or weight.
• In checked baggage: The service of transporting animals in the cargo hold as part of passenger baggage (Checked Baggage) is unavailable. You will not be able to check in a cage with a pet at the check-in counter.

Service Dogs and Guide Dogs

Please pay special attention: rules for service animals on flights of the long-haul division AirAsia X (D7) differ from the rules of other branches of the group.

• On D7 flights: The transport of service dogs and guide dogs in the aircraft cabin is NOT permitted.
• Exceptions: The policy allowing free transport of service dogs in the cabin applies only on AirAsia India (i5) and AirAsia Japan (DJ) flights, but does not extend to AirAsia X (D7) flights.

The Only Option: Cargo Transport

The only legal way to send an animal on an AirAsia X flight is to book it as unaccompanied cargo through the company's logistics division — Teleport.

• How it works: The animal flies in a special cargo hold with climate control but is processed under a separate Air Waybill, not a passenger ticket.
• Routes: This method is often used when relocating to cities such as Sydney, Melbourne, or Seoul.
• Booking: You need to contact Teleport representatives or cargo agents at the departure airport in advance.

Required Documents for Cargo

To send a pet via the cargo terminal, you will need a full package of documents complying with the destination country's requirements:

• Veterinary Passport and Certificates: Up-to-date vaccination records (especially rabies) and a health certificate.
• Import/Export Permits: Many countries have strict quarantine rules. This applies especially to flights to Osaka, Tokyo, and Australian cities.
• Special Cage: The container must meet IATA standards for cargo transport (hard shell, sufficient space for the animal).

Tips for Travelers

• Plan ahead: Cargo transport requires time for approval. Do not attempt to arrive at the airport with an animal on the day of departure without a pre-arranged cargo waybill — you will not be allowed on the flight.
• Consider the breed: Even via Cargo, there may be restrictions on transporting brachycephalic breeds (dogs and cats with flat faces) due to the risk of breathing problems at altitude.
• Alternatives: If it is critical for you that your pet flies with you in the cabin (e.g., a small dog), it is recommended to consider other full-service airlines, as the low-cost carrier AirAsia X does not provide this option.

The AirAsia X airline loyalty program is part of the global AirAsia rewards ecosystem (formerly known as BIG Loyalty). It is one of the most generous bonus systems in the low-cost segment, allowing travelers to accumulate points not only for flights but also for daily purchases via the AirAsia MOVE super app.

Membership Tiers (Freedom Flyer Programme)

Member status in the system is determined by the number of flights (sectors) completed in a calendar year. The more often you fly, the faster points accumulate:

• Red: Entry level for all new members (0–13 flights per year), unlocking access to discounts.
• Gold: Awarded for 14–23 flights, giving accelerated point accrual and priority seat selection.
• Platinum: Requires 24–49 flights, unlocking access to priority check-in, boarding, and baggage claim.
• Black: Elite level (50+ flights), offering maximum privileges, personal support, and no blackout dates for redeeming points.

How to Earn Points (AirAsia points)

The program currency is AirAsia points. The accrual system is transparent and depends on your spending and activity:

• Flights: Points are awarded for every Ringgit (or currency equivalent) spent on the base fare and additional services.
• Financial Services: Using partner cards and the proprietary financial app BigPay brings extra bonuses.
• Travel and Lifestyle: Booking hotels, transfers, and activities via the AirAsia MOVE app.
• Shopping: Online shopping at partner stores and food orders through the airline's ecosystem.

How to Spend Points

Accumulated points can be used almost like cash within the AirAsia ecosystem:

• Free Tickets: Full or partial payment of airfare with points.
• Final Call Sales: Exclusive monthly sales for members with ticket redemption at fixed low rates.
• Additional Services: Paying for baggage, onboard meals, or seat selection.
• Partners: Exchanging points for vouchers from stores, hotels, and taxi services in the app.

Alliance Membership

• Status: AirAsia X is not part of global alliances like Star Alliance, SkyTeam, or oneworld.
• Partnership: The company operates within its own powerful AirAsia Group network, uniting several subsidiary airlines across Asia, which ensures seamless connections within the region.

How to Join the Program

Becoming a member is very simple and free. Just download the AirAsia MOVE mobile app or register on the official website. After registration, you will be assigned a unique Member ID, which must be entered during every booking to credit points and track flight segments.

Travel with AirAsia X (D7) is customizable, allowing you to build the perfect flight yourself. Since the airline operates as a low-cost carrier, the base ticket includes only a seat on the plane. However, a wide range of additional services allows you to raise the comfort level to the standards of traditional carriers, whether it is a short flight or a long journey from the hub in Kuala Lumpur to Australia or Japan.

Travel Classes

The AirAsia X fleet consists of wide-body Airbus A330 aircraft, the cabin of which is divided into two main zones. The choice of class depends on your budget and desire to sleep during the flight.

• Economy Class: Standard cabin with a 3-3-3 seat configuration. Seats are upholstered in leather and have a standard pitch (distance between seats) of about 78-81 cm. This is an excellent choice for budget travelers. Note that the seatbacks recline, but not as much as in the premium zone.
• Premium Flatbed (Premium with reclining seats): The pride of the airline. This is analogous to business class at a price close to economy on regular airlines. Seats are arranged in a 2-2-2 configuration and recline into an almost full bed (at a slight angle).
  Fare benefits:
  • 40 kg baggage allowance included.
  • One complimentary meal.
  • Pillow and blanket for the duration of the flight.
  • Priority check-in, boarding, and baggage claim.
  • Unlimited flight date changes (up to a certain deadline).

Comfort Zones and Seat Selection

Even in Economy Class, there is an option to choose more comfortable seating for an additional fee:

• Quiet Zone: Located immediately behind the Premium Flatbed cabin (rows 7–14). Passengers with children under 10 years old are not allowed here. It features soft ambient lighting, and meals are served first. Ideal for those flying overnight to Tokyo or Seoul who want to sleep.
• Hot Seats: Seats with extra legroom (located in the front rows of blocks and at emergency exits) or seats in the front rows for quick disembarkation.
• Twin Seats: On some aircraft, the fuselage narrows in the tail section, and the seat configuration changes to 2-3-2. Window seats in these rows are perfect for couples, as there is no third neighbor.

Food and Beverages (Santan)

There is no complimentary food in Economy Class on AirAsia X, but the Santan menu is famous for its quality and variety of Asian flavors.

• Menu: Best-sellers include the famous Malaysian Nasi Lemak (rice with coconut milk and anchovies), Hainanese chicken rice, and various types of curry. Vegetarian options, sandwiches, and desserts are also available. (Note: Santan meals are generally Halal-certified).
• Pre-order: We strongly recommend ordering food online (no later than 24 hours before departure). This not only guarantees the availability of your favorite dish but is also cheaper than buying on board. Additionally, when pre-ordering, water or another beverage is often included as a gift.
• Restrictions: Consumption of outside food and alcoholic beverages on board is officially prohibited.

Entertainment and Connectivity

An important feature of AirAsia X is the absence of built-in screens in seatbacks (IFE) in Economy Class. The airline relies on the BYOD concept (Bring Your Own Device).

• Preparation: Before flying to Sydney or Shanghai, be sure to download movies, music, and books to your tablet or smartphone. Don't forget to take a fully charged power bank (in cabin baggage!), as USB ports may not be available in all Economy Class seats.
• Tablet Rental: On some flights, Premium Flatbed passengers may be offered tablets with entertainment content, but this service is not guaranteed, so it is better to rely on your own gadgets.

Special Services

AirAsia X strives to make flights accessible to everyone but requires advance notification of special needs.

• Passengers with reduced mobility: Wheelchair assistance must be booked in advance (at least 48 hours) via the "Manage Booking" section on the website. In some cases, a fee may apply for providing a wheelchair.
• Traveling with children: On long-haul D7 flights, the number of seats with bassinet fittings is extremely limited and available only for infants weighing up to 11 kg. These seats must be booked in advance. Baby food is not provided for free — you need to bring your own or order a special kids' meal.

The route network of AirAsia X is based in its main hub — the city of Kuala Lumpur. From here, planes depart to major airports in Asia, Australia, and the Middle East. In the table below, we have compiled the airline's most popular routes, ranked by the number of flights over the last three weeks, so you can choose the perfect destination for your next trip.

Traveling with a budget airline over long distances requires a special approach to planning. To ensure your flight with AirAsia X (D7) is as comfortable and affordable as possible, we have prepared a series of practical recommendations. These tips will help you save money and avoid stress at the airport, whether departing from the hub in Kuala Lumpur or taking a transit flight.

Best Time to Book

The golden rule of low-cost carriers is "the earlier, the cheaper." Pricing at AirAsia X is dynamic, and fares rise as the plane fills up.

• Plan ahead: The optimal time to buy tickets for popular destinations, such as Sydney or Seoul, is 3–6 months before departure.
• Catch the "Big Sale": Several times a year, the airline holds its legendary "Free Seats" sales, where the base fare is zero, and you pay only taxes and fees. To catch such prices, subscribe to the newsletter or turn on notifications in the app.

Discounts and Mobile App

AirAsia's digital ecosystem rewards those who use technology. The lowest fares are often available exclusively in the AirAsia MOVE mobile app.

• Log in: Always log in to your AirAsia rewards profile before searching for tickets. Loyalty program members often see special discounted prices unavailable to site guests.
• Package deals: When booking a ticket, the system will offer "Value Pack" or "Premium Flex" packages. Often, purchasing a package (baggage + meal + seat selection) is 20-30% cheaper than adding these services separately later.

Online Check-in is Mandatory

AirAsia X actively encourages passengers to use self-service check-in. It is not just convenient but also helps avoid unnecessary costs.

• Timing: Web Check-in opens 14 days before and closes 1 hour (for AirAsia X flights) before departure.
• Avoid queues and fees: In some airports, an additional fee may be charged for check-in at the counter with an agent if you are flying on the cheapest fare. Get your boarding pass via the app in advance.
• E-Boarding Pass: Most airports, including Kuala Lumpur, Osaka, and Melbourne, accept electronic boarding passes with a QR code directly from your smartphone screen.

Seat Selection Tips

A flight lasting 6-9 hours in an uncomfortable seat can ruin the start of your vacation. Do not neglect seat selection, even if you have to pay extra.

• Quiet Zone: If you want to sleep, book seats in rows 7–14. Accommodation with small children is prohibited here, and the lighting is dimmed. This is the best choice in Economy Class.
• Seats for couples: If you are flying as a pair, pay attention to the rows in the tail of the aircraft (usually from 44 to 51), where the seat configuration changes from 3-3-3 to 2-3-2. Window seats (A/C and H/K) here come in pairs, without a third neighbor.

Insurance and Transit

• Fly-Thru: If your route involves a transfer in Kuala Lumpur (for example, from Beijing to Sydney), try to buy a single ticket with the Fly-Thru service. This guarantees that your baggage will be transferred automatically, and in case of a delay of the first flight, you will be rebooked on the next one for free.
• Insurance: We strongly recommend taking out insurance covering flight delays and lost baggage. For low-cost carriers, schedule changes are not uncommon, and insurance (e.g., from partner Tune Protect) will save your nerves.

AirAsia MOVE App Features

The app is your main flight control center. Install it before leaving for the airport.

• Baggage Management: If you realize you bought too many souvenirs in Shanghai and your suitcase has become heavier, purchase additional baggage weight via the app no later than 4 hours before departure. At the airport, this will cost significantly more.
• Support Chat: In case of questions, use the chatbot in the app — this is the fastest way to get information about flight status.

The history of AirAsia X is a chronicle of courage and innovation in Asian aviation. It began in 2007 as an ambitious experiment by the AirAsia Group and its founder Tony Fernandes. The idea seemed risky: to transfer the successful budget (low-cost) travel model to long-haul flights. Before this, it was believed that cheap flying was possible only over short distances, but AirAsia X challenged this stereotype by proposing the concept "Now Everyone Can Fly Xtra Long."

First Steps and Establishment

The airline made its first commercial flight in November 2007 from its hub in the city of Kuala Lumpur to Australia (Gold Coast). The success was instantaneous: travelers appreciated the opportunity to cross the ocean at a price that previously seemed like fantasy. Inspired by the launch, the company began rapid expansion, opening flights to Melbourne in 2008, and then to other key cities in the Asia-Pacific region.

Fleet Evolution

At the beginning of its journey, AirAsia X used leased aircraft but quickly moved to a unification strategy. The choice was made in favor of reliable and spacious Airbus A330-300 liners. This aircraft became the company's "workhorse," allowing the transport of over 300 passengers per flight with optimal fuel consumption. Today, the company continues modernization, awaiting delivery of new generation A330neo and long-range narrow-body A321XLR aircraft, which will allow opening new, less busy but promising routes.

Geographical Expansion and Significant Routes

Over a decade and a half, the D7 network has covered a vast territory. A major milestone was entering the North Asian market. Flights to Tokyo and Osaka made Japan accessible to budget tourists from Southeast Asia. Equally important was establishing a foothold in the Chinese market: launching flights to Beijing, Chengdu, and other megalopolises connected Malaysia with the region's largest economy.

The airline is not afraid to experiment with destinations. AirAsia X became one of the few low-cost carriers operating flights to the Middle East, specifically to the city of Jeddah, serving pilgrims. One of the brightest events of recent years was the launch of direct connections with Central Asia — opening a flight to Almaty, which opened up a completely new tourism corridor.

Overcoming Crises and Transformation

The COVID-19 pandemic was a serious test for long-haul carriers. AirAsia X went through a complex debt restructuring process in 2020–2022. However, the company demonstrated amazing resilience, not just returning to the skies but restoring key routes to Sydney and Seoul faster than many competitors.

Modern Stage: One AirAsia

Currently, AirAsia X is in the process of strategic consolidation with the group's short-haul division. The goal of these transformations is to create a seamless global network under a single brand. This allows the development of a unique "Fly-Thru" transit model, thanks to which a passenger can depart, for example, from the city of Shanghai and reach the beaches of Phuket or Bali via Kuala Lumpur on a single ticket, making AirAsia X a key link in the entire AirAsia ecosystem.