How To Get Help From AirAsia Customer Service

In 2019 AirAsia moved its customer support division to the digital platform, so there are no call centers or phone numbers available. How to get help in urgent cases then? Learn how to contact customer service hotline in Australia, Singapore, Indonesia, Malaysia, Hong Kong, Philippines, Korea, Taiwan, United States, Thailand, and more.

How to contact AirAsia?

To contact AirAsia you need to use one of the online channels: Twitter, Facebook Messenger or live chat on AirAsia website. In 2019 AirAsia moved the customer support division to the digital platform, so there are no Call Center or phone numbers available. Although customers can’t call AirAsia anymore, the online channels provide extensive support with a fast response.

Please note:

• When using the standard online chat you will be communicating with AirAsia AVA chatbot, not the real person. The quality of answers is satisfactory for popular questions and purchases of ancillary products and add-ons (baggage allowance, seat selection, meals, travel insurance).
• Facebook Messenger chat is also limited to AVA chatbot.
• There is a traditional chat available (you will get help from a real person), but the waiting times are quite long
• You can send a direct message (DM) on Twitter to AirAsia Support staff to receive an answer from a person.
• There is are no email addresses to contact AirAsia directly, and the email e-form is difficult to find.

How do I contact AirAsia by phone?

Since June 2019, due to AirAsia’s Customer Support move to the digital platform, it is not possible to contact the airline’s call centers by phone. All the phone numbers that can be found on the internet are not operational anymore — including international numbers for AirAsia call centers located in Australia, Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, United States, and Vietnam.

The AirAsia Support is now available via online channels only.

Emergency phone numbers

Extraordinary times call for extraordinary measures.

AirAsia online customer service is perfect for standard problems reported by passengers, as popular issues can be easily recognized by the chatbot software and the right answer can be sent to the user in a split second. This is definitely a faster solution than waiting in a queue for a call center operator.

However, there are cases where even a well-programmed AI may not be able to deal with the problem. These are usually incidents that go beyond everyday practice. In civil aviation, it is most often the result of natural disasters (volcanic eruption, typhoon, etc) or air accidents. The common denominator of these events is a severe perturbation in the flight schedule, resulting in huge flight delays, canceled tickets, and thousands of inquiries from confused passengers.

For such events, when standard customer service procedures fail, AirAsia introduces temporary hotline telephone numbers. Operators are waiting at these numbers, ready to answer any question from the customer.

Temporary emergency hotlines were introduced by AirAsia in the aftermath of Flight 8501 crash in December 2014, during the Taal volcano eruption in the Philippines in January 2020, and in response to COVID-19 travel restrictions introduced by the Philippine government in March 2020.

Emergency phone numbers are introduced for a short time, usually for several weeks. We recommend following AirAsia’s social media accounts (in particular the Twitter account for AirAsia Support: @AVA_AirAsia) to get an up-to-date emergency telephone number as soon as it is established.

COVID-19 hotline for AirAsia passengers

During a pandemic, all airlines including AirAsia are trying to generate revenue on those few remaining flights that have been left as a result of reduced interest in travel. This usually results in numerous changes to the dates of already purchased tickets — as revenue optimization usually involves shifting passengers from several partially filled flights to one flight with a similar date. We should remember that an airline does not generate profits from flights with seat occupancy below 70–80%.

If we add flight cancellations due to ever-changing travel regulations announced by national governments in response to the escalation of a pandemic in a given region, we get hundreds of passengers forced to change the date on their ticket or to cancel it and start the refund process.

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Originally published at https://www.tiket2.com on November 16, 2019.