03 March 2010
KUALA LUMPUR– AirAsia announced today the comprehensive upgrade of its call centre services that, among others, now provides a 24-hour self-help option and will drastically shorten call waiting time.
The upgrades are in line with AirAsia’s efforts to quickly and vastly improve services as its passenger volume surges across its entire network.
AirAsia’s free 24-hour self-help option provides automated responses to the most common enquiries, such as those on flight schedules, booking status, flight status, refund status and baggage tracking. The self-help option employs interactive voice response technology and is available for calls made to +603 2171 9333.
Alongside this, AirAsia introduced a free web chat facility on airasia.com for all guests registered online with AirAsia. The airline has assigned more service agents for the efficient handling of concurrent chats. The web chat service is available daily from 9 a.m. to 6 p.m.
The self-help option and web chat service are now available.
Also in a huge step up, the airline is halving its turnaround time for email responses to pre-flight inquiries from 24 hours to within 12 hours. Guests may email AirAsia at firstname.lastname@example.org for pre-flight inquiries. For post-flight inquiries, guests my fill in the online feedback form on airasia.com.
AirAsia is also rolling out a full-service phone line for guests who may opt for personalized premium services. AirAsia’s Premium Customer Service Line, which targets to engage callers within 20 seconds, is available at 600 85 9999 from 7 a.m. to 7 p.m. daily. Calls to this line enjoy a wide range of fast high-quality services for bookings, changes to booking, payments and many more. Calls to the Premium Customer Service Line are charged RM 1.95 per minute. A significant share of the fee goes to the telephone companies.
The Premium Customer Service Line is available only to guests calling within Malaysia and using local landline and mobile phone numbers.Guests calling from Malaysia may also dial +603 2171 9333 for regular phone service from 7 a.m. to 7 p.m. daily. AirAsia does not charge for calls to this line, albeit the calls are handled on a first come, first served basis. Guests calling from other countries may contact AirAsia through the regular service phone numbers listed on airasia.com.
The Premium Customer Service Line and free 12-hour email turnaround service for pre-flight inquiries will be available starting March 8.
Bo Lingam, Chief Operating Officer, AirAsia, said, “Our increased focus on service improvement is in line with our efforts to position AirAsia as a low-fare airline with products and services at par with those of the best legacy carriers. While we offer low fares, we also offer premium quality. The upgrades are there to give our guests a pleasant experience starting from their first point of contact with AirAsia.”
“We get an average of 6,000 calls a day, and we had to find a solution for easing traffic. Thus the comprehensive upgrade of our call centre services that now include much faster responses and better self-help facilities,” he added.
AirAsia re-launched its call centre in April 2009 to streamline operations and offer world-class service to guests calling from AirAsia’s markets in Asia Pacific and Europe. AirAsia has been constantly upgrading its services and is increasingly turning to technology to ensure that guests receive fast and convenient service.