AirAsia updates SuperApp with new CX features live call and refund track

AirAsia has launched new live call and refund tracking features on its SuperApp. The feature aims to address urgent customer needs in response to the requests for real-time call assistance. The feature allows guests to speak directly on a call with a human agent during their AskBo live chat interaction for immediate resolutions. The option to connect to a call will become available to guests at the end of their chatbot interactions if the situation is identified as urgent or critical.

Along with the call feature, AirAsia also has also made available a new refund tracking feature on its Super App and website.

Kesavan Sivanandam, chief airport and customer experience officer, AirAsia Aviation Group said that as a progressive and guest-focused airline, the enhancements introduced address needs identified in guest feedback. These enhancements are part of a larger line of features, tools and applications that the airline plans to release over time.

“This will allow complete transparency as well as clarity to the guests and will assuage their concerns, if any,” Sivanandam added.The live agents, Sivanandam said, are trained to handle urgent situations and provide personal assistance, and are equipped to do so in English, Bahasa Melayu, Chinese, Thai and Bahasa Indonesia.

Additionally, due to the feedback received about the lack of visibility in its refund process, the refund tracking feature has been made more transparent. A statement to the press revealed that AirAsia paid off 98.4% of the refund claims it received since the start of the pandemic in March 2020.

Payments have been made in various forms amounting up to US$2.1 billion. Efforts to settle the remaining balances are ongoing as the airline strives to rebuild its operations back to normalcy. 

The updates to the SuperApp come soon after the announcement of its new CEO, Mohamad Hafidz Mohd Fadzil. 

In recent times, AirAsia received much backlash for its delayed refund process during the pandemic. The airline received a wave of complaints from customers who hadn't been refunded after their flights were grounded over the period of 2020 to 2021. In a statement to the press in March 2022, group CEO of AirAsia aviation group Bo Lingam stated that AirAsia had spoken to over five million guests since the start of the pandemic began and settled the vast majority of requests. 

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