In the post-call-center era, to contact AirAsia you need to use one of the online channels: Twitter, Facebook Messenger or live chat on the airline’s website. In 2019 the airline moved the customer support division to the digital platform, shutting down their call centers around Asia. The answer times vary, but you can be sure your message got read.Īs a low-cost airline, AirAsia is optimizing the costs of its services, and this includes customer service as well. Go to get back to the live chat and type “Y” there (“Type in “Y” after you have submitted your comment”).Ĭongratulations, you’ve just sent an e-mail to AirAsia customer service.
In the last step, AVA asks for your e-mail address and name.The next question is about your booking number.AVA chatbot will ask you for a complaint description.For some topics, you may be transferred back to the automatic process, so choose “Others” to guarantee your way to the e-mail form. A list of 10 topics appears (Baggage, Booking Changes, Flight Rescheduled / Cancellation, General Q&A, Member Account, Others, Products, Promotions, Service, Website / Mobile).From the live chat menu choose “ Feedback “(or type it) then select “ Complaint“.Go to the AirAsia website or mobile app, and enter the live chat.We recommend following AirAsia’s social media accounts (in particular the Twitter account for AirAsia Support: to get an up-to-date emergency telephone number as soon as it is established. Temporary emergency hotlines were introduced by AirAsia in the aftermath of Flight 8501 crash in December 2014, during the Taal volcano eruption in the Philippines in January 2020, and in response to COVID-19 travel restrictions introduced by the Philippine government in March 2020.Įmergency phone numbers are introduced for a short time, usually for several weeks. Operators are waiting at these numbers, ready to answer any question from the customer. The common denominator of these events is a severe perturbation in the flight schedule, resulting in huge flight delays, canceled tickets, and thousands of inquiries from confused passengers.įor such events, when standard customer service procedures fail, AirAsia introduces temporary hotline telephone numbers. In civil aviation, it is most often the result of natural disasters (volcanic eruption, typhoon, etc) or air accidents. These are usually incidents that go beyond everyday practice. However, there are cases where even a well-programmed AI may not be able to deal with the problem.
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