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

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AirAsia today launched two new features that customers have been asking for ages, which are live calls for urgent matters and refund tracking. The enhancements are part of an exciting line of features, tools and applications that the company plans to release over time. 

Announced in a press release, AirAsia said that the new live call feature seeks to address urgent customer needs. Essentially, it allows guests to speak directly on a call with a human agent during their Ask Bo Live Chat interactions for immediate resolutions.

Introduced in response to requests by customers for real-time call assistance, the option will become available to guests at the end of their chatbot interactions if the situation is identified as urgent or critical. These include flights departing within 24 hours or sudden changes in travel plans due to medical reasons or emergencies. 

Kesavan Sivanandam, the Chief Airport and Customer Experience Officer of AirAsia Aviation Group assured customers that the live agents are trained to handle urgent situations and provide personalised assistance, as well as be available in English, Bahasa Melayu, Chinese, Thai and Bahasa Indonesia. For general enquiries and non-urgent issues, you still have to go through the self-service tools and Live Chat assistance available on its Super App and AI-powered chatbot, Ask Bo. 

Besides that, AirAsia also announced a new refund tracking feature on its super app and website. To access it, customers can now click on ‘My Cases’ tab and enter their case number to get a more detailed status on their refunds. 

So, what do you guys think of the two new features by AirAsia on its super app and website? Share your thoughts with us in the comments below and stay tuned to TechNave for more trending tech news.