AirAsia has upgraded its call centre services so
that it now provides a 24-hour self-help option with aims to
drastically shorten call waiting time.
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
Alongside this, AirAsia has 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..
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. This Premium Customer Service Line is
available only to those calling from within Malaysia and using local
landline and mobile phone numbers.
from within 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.
The airline is also aiming to halve its
turnaround time for email responses to pre-flight inquiries from
24 hours to within 12 hours. Travellers can email AirAsia at
firstname.lastname@example.org for pre-flight inquiries.
The Premium Customer Service Line
and free 12-hour email turnaround service for pre-flight inquiries
will be available starting 8 March 2010.
Bo Lingam, Chief Operating Officer, AirAsia,
said, “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
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