AirAsia has launched a new live call feature to address urgent customer needs with 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.
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.
The refund tracking feature has been made more easier and transparent for guests.
As at February 2023, AirAsia says it 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.
