The company says that the option to connect to a call will be available to guests at the end of their chatbot interactions if the issues are urgent or critical. This includes flights departing within 24 hours or sudden changes to your travel plans for medical reasons or due to an emergency.
AirAsia added that it encourages users to use Ask Bo or the live chat assistance if their situation is not urgent, but regardless, all the help channels, including calls, will be available 24/7. The live agent service is available in English, Bahasa Melayu, Chinese, Thai, and Bahasa Indonesia, with more languages coming in the future. Interestingly, the airline posted a very detailed help page for how you can easily reach live chat agents through Ask Bo for non-AirAsia flights, which can be used on the app, website, and even WhatsApp at 011-35165078. That being said, live agents for non-AirAsia flights are only available from 6 AM to 12 AM. On the other hand, getting through to a live agent for an issue regarding an AirAsia flight isn’t as simple, with the “Talk to Allstar” prompt being unrecognised. We couldn’t find official instructions for this but one of the ways to get to live chat is to choose Travel > AirAsia Flights > Feedback > Complaint > put in your booking number > Booking Experience > Payment > Unable to make payment. The carrier also announced that you can now track your refund requests easier now through the Super App and its website with the new “My Cases” tab. However, we’ve noticed this tab has existed for months now, but nevertheless, it does make it easier to keep updated on any progress with your cases. (Source: AirAsia)
