AirAsia to Close Premium Line in Malaysia and Support Hotline in Singapore

On Saturday, 17 March 2012, AirAsia will discontinue services of its Premium Line in Malaysia and Support Hotline in Singapore.

The initiative is part of the airline’s on-going mission of using the ICT forefront to utilize technology and practice cost efficiency as well as promoting full automation and self service via the airline’s online channels.

AirAsia Regional Head of Commercial, Kathleen Tan said, “By promoting full automation and self service we will able to provide immediate assistance to our guests, made possible by the technological capabilities that we possess. Over the years, we have invested substantially in developing our ICT facilities to keep up with present needs. We are well equipped to fully exploit its benefits and attain competitive excellence in the aviation market. By switching to full automation, guests are presented with options that are simple to manage, cost effective and will benefit both guests and AirAsia in terms of lower cost and enhanced customer service.”

AskAirAsia is a one-stop help and information centre, available free to everyone from anywhere in the world. The airline says it is a platform for guests to pose any question, with “intelligent automated responses”, and offers the option to engage with AirAsia via live chat, webmail and twitter.

For AirAsia X passengers, a separate AirAsia X Premium Line will be made available effective 1 April 2012. The Premium Line will be available as an alternative contact option for guests flying from Malaysia and Singapore flying on D7 flights to Australia (Gold Coast, Melbourne, Perth, Sydney), China (Tianjin, Chengdu, Hangzhou), Taiwan (Taipei), Japan (Tokyo, Osaka), Korea (Seoul) and Iran (Tehran). AirAsia X passengers can also use the online self service options for inquiries related to their bookings.

AirAsia X customers from Malaysia can contact the AirAsia X Premium line at 600-85-8888 while those from Singapore can contact 600-85-9999. The premium line is available from 7 a.m. to 7 p.m daily from April onwards.

The airline said that, should internet access be limited or unavailable, customers could also visit the airline’s AirAsia Travel & Service Centres (ATSC), Sales Offices or Airport Sales Counters for assistance.

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