AirAsia has launched a live call feature that
enables customers to speak
directly with a human agent during their Ask Bo Live Chat
interaction.
The option to
connect to a call will become available to customers 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 enquiries and non-urgent issues, AirAsia
encourages customers to use the self-service tools and Live Chat
assistance available on its Super App and AI-powered chatbot, Ask
Bo.
The airline has also added a refund tracking feature
to its Super App and
website that allows customers to click on the ‘My Cases’ tab and enter their
case number to get a more detailed status on their refunds.
“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.”
AirAsia has
paid off over 98.4% of the refund claims received since the start of
COVID19 pandemic in March 2020.
Payments have been made in
various forms amounting up to US$ 2.1 billion. Efforts to settle
the remaining balances are ongoing as the airline strives to
rebuild its operations back to normalcy.
“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. Our aim is to put our guests
at ease and give them some peace of mind,” added Mr. Sivanandam.
