I have bought probably 100+ tickets with Air Asia starting about 2005. It used to be that if they cancelled or rescheduled a flight I could go to the local airport office and get what I needed. Starting about 5 years ago, ALL ticket issues had to be handled online at their central office in KL. Since that time the agents have zero discretion and you can't escalate. I use Air Asia less often nowadays and always assume that I will only get what they offer if they cancel or adjust schedule. Actually this Covid pandemic has them being somewhat more flexible than in the past.