AirAsia redesigns mobile app, adds chat rooms and exclusive content

AirAsia has redesigned its mobile app for quicker performance and improved usability to offer guests a more seamless, personalised experience. It included new features such as new booking flow and interactive search map; flight chat rooms; exclusive content and deals; and seamless access to boarding pass via the Apple e-wallet.

The new mobile app contains an interaction function that matches themes and intent to travel to an AirAsia destination with exclusive content and fare deals. Meanwhile, the new booking flow and interactive search map leverages native device capability and mobile optimised design. With this, users will now benefit from improved performance, usability and faster transaction times thanks to a new booking flow and interactive search map.

The real-time chat function allow guests to connect with fellow travellers on the same flight as soon as check-in opens 14 days before they fly. Additionally, travellers without luggage can now save their mobile boarding pass to Apple e-wallet.

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AirAsia Group chief commercial officer Karen Chan said the airline has been investing in cutting edge technology and customer experience talent to enhance its digital capabilities. The redesign of the mobile app also complements the many other digital initiatives it is working on, such as the transformation of into ASEAN’s leading travel and lifestyle platform, and rollout of its Fast Airport Clearance Experience System facial recognition system.

“We believe these new people-centric features will make planning and booking a trip easier and more enjoyable for our guests. We will continue to invest in initiatives that deliver a more personalised touch and we look forward to observing how our guests interact with us and fellow travellers," Chan said.

The airline posted a 17% increase in year-on-year (yoy) capacity during the third quarter of the 2019 financial year (Q3 2019). AirAsia Malaysia increased capacity by 10% yoy and carried 11% more passengers during the quarter. Meanwhile, AirAsia Indonesia added 61% more capacity in Q3 2019 following the transfer of eight aircraft in Q4 2018, with a corresponding 66% increase in passengers carried compared to the preceding quarter. During the quarter, AirAsia Indonesia strengthened its domestic presence by launching new routes and increasing frequencies on high demand routes.