Capital A. Berhad, parent company of AirAsia The leading low-cost airline in ASEAN Reinforcing our commitment to transparent communications and create a better experience for all passengers. This is part of our vision to be the most communicative, responsive and accessible brand in the region.
Tony Fernandes, Chief Executive Officer of Capital A, said: “We are ready to listen to passenger feedback. Our passengers are dissatisfied with AVA’s service because it fails to meet customer expectations. And we want to improve even further. A big thank you to AVA for her success in managing over 113 million guests as of 2019 and managing over 43 million queries in 2020.
during peak covid epidemic with the size of an airline like Air Asia Thousands of refunds and rescheduling requests A single human can’t handle it. We must use technology to promote the service. They have learned from AVA how to use artificial intelligence to better and faster answer complex and large questions over the past 8 months. The team focuses on learning what passengers want. What is their top complaint? And today we’re delighted to introduce Ask Bo, named after Bo Lingham, the airline’s Group CEO. He has worked alongside us for the past 21 years and is the one who has answered all your questions about our group airlines.
Bo Lingham Chief Executive Officer The AirAsia Aviation Group said, “I am pleased to provide my name and face image. for the development of this new service for customers We promise to be proactive and attentive to our best opinions. A cheaper fare does not mean a lower quality of service. We value our customers who choose to fly with us. To get the best fares and experiences, Ask Bo will make travel easier for everyone. and has the most complete information
Kesawan Sivanandam Chief Executive Officer Airport Division and Customer Experience AirAsia Aviation Group said that we have added a number of exciting new features to Ask Bo that will be able to provide live updates on flight status (delays, departures) and/or changes and information. Boarding in more languages, including English, Chinese, Bahasa (BM Indonesian), Thai, Japanese, Korean and Vietnamese, as well as sending urgent notifications for last minute changes on the day of travel. Providing baggage information (tracking, arrival belt, baggage case reports) and real-time automatic departure time update reports to the e-boarding pass for a smooth journey for passengers. Our passengers will be more convenient. They will be able to change flights, request refunds, etc. Our passengers will also be able to chat live with our staff during their interaction with Ask Bo. We will continue to innovate to ensure we take care of everyone to the highest standards.
In order to provide more open and transparent information, Capital A will disclose information on timeliness. as well as baggage handling information on the website and Super App. Support cross-departmental collaboration and further implementation of the customer experience program among enterprises, while ensuring full support for the initiative to improve passenger service systems. to continue to be successful
