My experience with AirAsia has been actually much better. Tried to cancel my flight at their telephone service in China... but never get through (I guess because lack of english speaking staff in there). This problem is not unusual for CX either (as I posted at CX forum).

I simply wrote complaint at AirAsia website, got email response in 3 days asking more details. Then after few days got a call from service apologizing the issue... and telling they will give full refund for the ticket. I was suprised! It was shocking! I really did not expect to see my money ever again. Next week refund was completed.

More or less similar incident with CX ended up in a total diaster. Still have not seen any refund and my cancelled flight was on October. And they told they will not even pay full refund, just partial (for fully flexible ticket).

I have not too much experience with AirAsia yet... but so far I am planning to use them in the future whenever their schedule fit for my needs.