AirAsia has recently implemented a live call option to meet urgent passenger requests. This step is a response to the rising demand for real-time phone assistance, and the new feature enables consumers to connect with a human agent during their Ask Bo Live Chat interactions in order to obtain immediate resolutions.
The option to call will only be given to clients who want urgent or vital help, such as those with flights departing within 24 hours or sudden changes to their travel arrangements due to medical issues or emergencies. AirAsia recommends customers to utilise its self-service features and Live Chat help on its Super App and AI-powered chatbot, Ask Bo, for general inquiries and non-urgent situations.
AirAsia has added a new refund tracking function to its Super App and website, in addition to the live call feature. Clients can now access the ‘My Cases’ area and enter their case number to view a more comprehensive refund status. We hope that these additional features will improve our customers’ overall experience and provide them with more easy and effective solutions.
“As a progressive and guest-focused airline, we listen to the feedback received from our guests. The enhancements introduced are part of an exciting line of features, tools and applications AirAsia plans to release over time. This will allow complete transparency as well as clarity to the guests and will assuage their concerns if any,” said Kesavan Sivanandam, Chief Airport and Customer Experience Officer, AirAsia Aviation Group. “Our live agents are trained to handle urgent situations and provide personalised assistance. The service will be available in English, Bahasa Melayu, Chinese, Thai and Bahasa Indonesia. More languages will be added in the future. We encourage our guests to use the call service only when necessary, so we can continue to provide timely assistance to those who need it the most.”