Dear AirAsia Guests,
I notice that lately we have received numerous complaints on our Call Centre response time. This is due to the huge success of AirAsia X, especially with the Perth and Melbourne route announcements. These new, exciting long-haul routes have resulted in longer talk-time between callers and our agents and subsequently caused our lines to be congested.
We did not anticipate this sudden surge in calls volume. However our Call Centre team headed by Sri Velayuthan has now identified and worked with our IT department to upgrade the Call Centre facility.
By Nov 6, our Call Centre will have enough agents and sufficient IT infrastructure to deal with the influx. By this, we aim to improve our Call Centre performance to 90% i.e. a drop call rate of 10% only. By January, we’ll be moving to a high-tech Call Centre to cater to more calls.
We sincerely apologise for the frustrations caused by our Call Centre congestion but this is only due to our overwhelming business expansion. We have always been mindful in increasing cost as it will certainly lead to increasing fares. As the People’s Airline, this is the last thing we want to happen.
We acknowledge that technology will cost us more but at the same time we are committed to giving you excellent service.
On another note, I have been working very hard with the team at AirAsia to look at reducing our fuel surcharge and you should look forward to the good news in the next couple of months.
In the meantime, if you have any problems or enquiries, do not hesitate to email
Sri Velayuthan at firstname.lastname@example.org or Hani Nurlena at email@example.com. Having a combined experience of 15 years in customer service between them, they will be happy to assist you.