Finally, AirAsia now lets you talk to an actual human being when contacting support

If you’re a frequent flyer, you might be familiar with the frustration of having to deal with AirAsia’s customer support. This is mostly down to you being forced to only use their live chat service rather than being able to talk to a real human who might be able to give you the answers you need faster and more accurately. Thankfully, the low-cost carrier is now bringing back its live call feature.

According to AirAsia, their new live call service will be available to address urgent customer needs. This comes following user requests for real-time call assistance, and will allow their customers to speak directly on a call with a human AirAsia agent during a live chat interaction to seek immediate resolutions to any issues they may have. The carrier added that their live agents have been trained to handle urgent situations and provide assistance in English, Bahasa Melayu, Chinese, Thai and Bahasa Indonesia, with more languages to be added in the future.

There are some caveats to it though. The live call option will only become available to you only after you’ve contacted their chatbot support and if the issue is identified as critical or urgent. This includes flights departing in less than 24 hours, or if you need to make sudden changes due to medical reasons and/or emergencies. AirAsia also encourages you to use their self-service tools and live chat assistance first if possible, and to only use the live call service when necessary.

“As a progressive and guest-focused airline, we listen to the feedback received from our guests. The enhancements introduced are part of an exciting line of features, tools and applications AirAsia plans to release over time.

This will allow complete transparency as well as clarity to the guests and will assuage their concerns if any,” – Kesavan Sivanandam, AirAsia Aviation Group Chief Airport and Customer Experience Officer

It was only last month that AirAsia had ‘fired’ their old AVA chatbot, replacing it with a new chatbot service dubbed ‘Ask Bo’. They claimed that their new chatbox features enhanced artificial intelligence and machine learning capabilities, with Bo meanwhile named after AirAsia Aviation Group CEO Bo Lingam. Ask Bo came with a number of new features, such as being able to provide live updates on flight status and changes, as well as boarding information.

On top of that, AirAsia is also introducing a new refund tracking feature on both its Super App and its website. You’ll be able to access it by clicking on the ‘My Cases’ tab in the app or website and keying in your case number, which then gets you a more detailed status on your refunds. They add that as of February 2023, AirAsia has paid off 98.4% of all refund claims made since the start of the pandemic in March 2020, amounting up to USD2.1 billion.