AirAsia launches live call, refund tracking features on super app, website

Low-cost carrier AirAsia has launched a new live call feature to address urgent customer needs, in response to requests for real-time call assistance. The airline said Thursday the feature allows guests to speak directly with a human agent during their "Ask Bo 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, such as flights departing within 24 hours or sudden changes in travel plans due to medical reasons or emergencies. For general enquiries and non-urgent issues, AirAsia encourages its guests to use the self-service tools and Live Chat assistance available on its Super App and AI-powered chatbot, Ask Bo. AirAsia has also made available a new refund tracking feature on its Super App and website. Guests can now click on the "My Cases” tab and enter their case number to get a more detailed status on their refunds. AirAsia Aviation Group chief airport and customer experience officer Kesavan Sivanandam said the service will be available in English, Bahasa Melayu, Chinese, Thai and Bahasa Indonesia.<br/>