A new live call feature to address urgent customer needs, in response to requests for real-time call assistance which allows guests to speak directly on a call with a human agent during their Ask Bo Live Chat interaction for immediate resolutions was launched by AirAsia.
It was learned that the option to connect to a call will become available to guests at the end of their chatbot interactions if the situation is identified as urgent or critical, such as flights departing within 24 hours or sudden changes in travel plans due to medical reasons or emergencies. For general inquiries and non-urgent issues, AirAsia encourages its guests to use the self-service tools and Live Chat assistance available on its Super App and AI-powered chatbot, Ask Bo.
Along with the call feature, AirAsia also has made a new refund tracking feature available on its Super App and website. Guests can now click on the ‘My Cases’ tab and enter their case number to get a more detailed status on their refunds.
Kesavan Sivanandam, Chief Airport and Customer Experience Officer of AirAsia Aviation Group said: “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. Our live agents are trained to handle urgent situations and provide personalized assistance.”
He added: “As for the refund tracking feature, we have made the process easier and more transparent for our guests. We acknowledge that there are guests who are frustrated with the lack of visibility in our refund process. We aim to put our guests at ease and give them peace of mind.”
The service will be available in English, Bahasa Melayu, Chinese, Thai, and Bahasa Indonesia. More languages will be added in the future including Tagalog.
Meanwhile, it was learned that as of February 2023, AirAsia has paid off 98.4% of the refund claims received since the start of the Covid-19 pandemic in March 2020. Payments have been made in various forms amounting to USD 2.1 billion and efforts to settle the remaining balances are ongoing as the airline strives to rebuild its operations back to normalcy.
