Designed as an alternative to the current helplines, customers may now contact the airline via e-mail, Twitter (@askairasia) or live chat. The immediate automated response system was expected to reduce customers’ wait time as well as call centre operating costs.
While the automated response and e-mail services are available 24 hours daily, real-time Twitter and live chat services are available from Monday to Friday between 9am and 6pm. This services only made available to registered AirAsia members.
AirAsia is looking at rolling out a mobile version of Ask AirAsia as well as introducing the service in other languages, including Malay, Chinese and Thai.
AirAsia will continue to offer call centre services for customers who prefer voice calls or those looking to make flight bookings or booking changes.
You can ask your first question at http://www.airasia.com/ask/