AirAsia announces live call and refund tracking features on its Super App and website for enhanced customer experience

SEPANG, 30 March 2023 - AirAsia, Asia’s leading low-cost carrier, announced today that it has launched a new live call feature to address urgent customer needs, in response to the requests for real-time call assistance. The feature allows guests to speak directly on a call with a human agent during their Ask Bo Live Chat interaction for immediate resolutions.

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 enquiries 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 available a new refund tracking feature on its Super App and website. Guests can now click on ‘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, 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 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.”

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. Our aim is to put our guests at ease and give them some peace of mind."

As at February 2023, AirAsia has paid off 98.4% of the refund claims received since the start of Covid-19 pandemic in March 2020. Payments have been made in various forms amounting up to USD 2.1 billion. Efforts to  settle the remaining balances are ongoing as the airline strives to rebuild its operations back to normalcy. 

Capital A recently renewed its commitment to provide a more proactive, attentive and hassle-free customer experience to all guests within its lines of businesses. The enhancements also align with its pledge to become the most communicative and responsive brand in the industry.

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About Capital A

Capital A (formerly known as AirAsia Group) is an investment holding company with a portfolio of synergistic travel and lifestyle businesses that leverage data and technology, including airasia Super App, fintech BigPay and Teleport as a logistic hub in ASEAN. Capital A’s vision is to create and deliver products and services that focus on offering the best value at the lowest cost, underpinned by robust data accumulated over 20 years in operation and one of Asia's leading brands that remains committed to serving the underserved.

About Ask Bo

Ask Bo is an AI-powered concierge launched in February 2023 to offer a more proactive, attentive and hassle-free experience to all guests within the Capital A lines of businesses. The design of Ask Bo is inspired by the physical characteristics and exemplary values of Bo Lingam, Group CEO of AirAsia Aviation Group Limited (aviation arm of Capital A). Ask Bo provides detailed and customised information to guide customers along their journey, and enables self-service functions for faster access to resolutions. It is one of the key strategies of Project Bo, an initiative driven by Capital A to deliver the best customer service in the industry and become the most responsive, communicative and answerable brand in the region. Ask Bo can be accessed via airasia Super App and through the website at www.airasia.com.