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AirAsia Upgrades Call Centre Services

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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 9333.

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.

Customers calling 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 malaysia-support@airasia.com  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 facilities.”

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