KUALA LUMPUR, March 30 ― Low-cost carrier AirAsia has launched a new live call feature to address urgent customer needs, in response to requests for real-time call assistance.

In a statement today, the airline said the feature allows guests to speak directly with a human agent during their “Ask Bo Live Chat” interaction for immediate resolutions.

The option to connect to a call will become available to guests at the end of their chatbot interactions if the situation is identified as urgent or critical, such as flights departing within 24 hours or sudden changes in travel plans due to medical reasons or emergencies.

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For general enquiries and non-urgent issues, AirAsia encourages its guests to use the self-service tools and Live Chat assistance available on its Super App and AI-powered chatbot, Ask Bo.

AirAsia has also made available a new refund tracking feature on its Super App and website. Guests can now click on the “My Cases” tab and enter their case number to get a more detailed status on their refunds.

AirAsia Aviation Group chief airport and customer experience officer Kesavan Sivanandam said the service will be available in English, Bahasa Melayu, Chinese, Thai and Bahasa Indonesia.

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“Our live agents are trained to handle urgent situations and provide personalised assistance.

“We encourage our guests to use the call service only when necessary, so we can continue to provide timely assistance to those who need it the most,” he said.

As at February 2023, AirAsia said it has paid off 98.4 per cent of the refund claims received since the start of the Covid-19 pandemic in March 2020.

The airline said that payments have been made in various forms amounting up to US$2.1 billion (RM9.3 billion). ― Bernama