Same here, their phone system is on purpose not working fine or Air Asia is getting lousy phone service provider...

Anyhow, there is an alternative way to contact Air Asia..

Here are the steps:
1) Browse to Air Asia website (http://www.airasia.com.my)
2) At the left hand side, login into the Air Asia website
3) Click "Home" to go to Air Asia main page again
4) At the left hand side, click "Live Help" and you can web chat with Air Asia support
btw, their support hour is from 9 am till 6 pm daily...

Cas, why not post this double standard to http://blog.airasia.com/ and hopefully Tony Fernandes can rectify the issue..