KUALA LUMPUR, 3 MARCH 2010 – AirAsia Borneo announced today the comprehensive upgrade of its call centre services that, among others, now provides a 24-hour self-help option and will drastically shorten call waiting time.
The upgrades are in line with AirAsia Borneo 's efforts to quickly and vastly improve services as its passenger volume surges across its entire network. AirAsia Borneo's free 24-hour self-help option provides automated responses to the most common inquiries, such as those on flight schedules, booking status, flight status, refund status and baggage tracking. The self-help option employs interactive voice response technology and is available for calls made to +6082 2171 933.
Alongside this, AirAsia Borneo introduced a free web chat facility on airasiaborneo.com for all guests registered online with AirAsia Borneo. The airline has assigned more service agents for the efficient handling of concurrent chats. The web chat service is available daily from 9 a.m. to 6 p.m. The self-help option and web chat service are now available.
Also in a huge step up, the airline is halving its turnaround time for email responses to pre-flight inquiries from 24 hours to within 12 hours. Guests may email AirAsia Borneo at malaysia-support@airasiaborneo.com for pre-flight inquiries. For post-flight inquiries, guests my fill in the online feedback form on airasia.com. AirAsia Borneo is also rolling out a full-service phone line for guests who may opt for personalized premium services.
AirAsia Borneo's Premium Customer Service Line, which targets to engage callers within 20 seconds, is available at 600 85 9999 from 7 a.m. to 7 p.m. daily. Calls to this line enjoy a wide range of fast high-quality services for bookings, changes to booking, payments and many more. Calls to the Premium Customer Service Line are charged RM 1.95 per minute. A significant share of the fee goes to the telephone companies. The Premium Customer Service Line is available only to guests calling within Malaysia and using local landline and mobile phone numbers.
Guests calling from Malaysia may also dial +603 2171 9333 for regular phone service from 7 a.m. to 7 p.m. daily. AirAsia Borneo does not charge for calls to this line, albeit the calls are handled on a first come, first served basis. Guests calling from other countries may contact AirAsia Borneo through the regular service phone numbers listed on airasia.com. The Premium Customer Service Line and free 12-hour email turnaround service for pre-flight inquiries will be available starting March 8.
Bo Lingam, Chief Operating Officer, AirAsia Borneo, said, “Our increased focus on service improvement is in line with our efforts to position AirAsia as a low-fare airline with products and services at par with those of the best legacy carriers. While we offer low fares, we also offer premium quality. The upgrades are there to give our guests a pleasant experience starting from their first point of contact with AirAsia Borneo.”
“We get an average of 6,000 calls a day, and we had to find a solution for easing traffic. Thus the comprehensive upgrade of our call centre services that now include much faster responses and better self-help facilities,” he added.
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