AirAsia Support – How to Get Help Fast? Call Centers and Customer Service Contacts

By shutting down phone-based call centers entirely in 2019, AirAsia became one of the first airlines to move 100% of its customer support to the Internet. Since then, the airline has focused on adding new online channels, with the WhatsApp and WeChat chatbots being the latest. See the up to date list of AirAsia customer care channels below:

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.

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.

All but one AirAsia call centers around the world have been shut down in 2019, following the AirAsia Support transformation into a fully online operation. The only remaining call center is located in India and serves exclusively AirAsia India passengers. Unless you are flying domestically with AirAsia India, there is no call center you can inquiry about your flight. Please check other options to contact AirAsia Support.

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.

In most cases, COVID-19 related cancellations and refunds are handled efficiently by AirAsia customer care online, in particular automated chat powered by AVA chatbot. However, as the situation becomes more complex and the current online support system is unable to cope with the specifics of customer inquiries, AirAsia sets up emergency telephone numbers. Such an Emergency Hotline has already been set up for a few weeks in March 2020 in response to COVID-19 travel restrictions imposed by the government of the Philippines.

It can be expected that in the event of an escalation of the coronavirus pandemic, AirAsia will decide to establish temporary call centers for the most vulnerable regions. We recommend that you follow AirAsia social media accounts (in particular Twitter accounts for AirAsia support: @AVA_AirAsia) to get an up-to-date emergency phone number as soon as it is established.

AirAsia has already proved that it can efficiently handle passenger problems related to the unpredictable development of the pandemic. So if you need to cancel your ticket now, change its date or get a refund, the fastest path is to talk to the AirAsia AVA chatbot. Let it discover your problem and propose the fastest solution. For the latest information on the ticket refund policy during the pandemic, please visit the AirAsia Support.

In case you still need to contact AirAsia on other support channels, please refer to the next section of this article.

Como AirAsia cerró sus centros de llamadas en 2019, ya no hay números de teléfono disponibles. El Servicio al Cliente se trasladó a canales digitales que brindan información rápida y completa. En caso de cancelación o demora repentina de tu vuelo, debes solicitar ayuda en línea:

1. Puedes consultar en las principales cuentas de Twitter de AirAsia: @AVA_AirAsia, @AirAsia
2. Puedes consultar las cuentas locales de Twitter: @AirAsia_Indo, @AirAsiaFilipino, @AirAsiaIndian, @AirAsia Japan
3. Visitar AirAsia News página. Todas las actualizaciones importantes se publican allí.
4. Obtenga respuestas inmediatas pero respuestas automáticas del chatbot de AirAsia AVA . El bot AVA generalmente se mantiene actualizado con las respuestas sobre los últimos eventos.
5. Send a direct message (DM) to @AVA_AirAsia on Twitter if you still have questions. This is the only quick way to contact a real person at AirAsia Customer Service. Most questions are answered promptly.
6. Puede intentar obtener una persona real en el chat en línea tradicional. Tenga en cuenta: los tiempos de espera pueden ser prohibitivamente largos.
7. Póngase en contacto con su Oficina de ventas de AirAsia local. Es posible que puedan ayudar durante sus horas de trabajo de oficina.

Twitter is the surest way to reach a real person from AirAsia Support. Just send a DM (direct message), or mention @AVA_AirAsia in your tweet, and the support team will get back to you. The answer usually comes quickly. In some cases, you may be redirected back to AVA chatbot to solve your issue if it’s trivial.

Incluso si investiga a fondo el sitio web de AirAsia, no encontrará ninguna dirección de correo electrónico o formulario de contacto por correo electrónico que pueda usar para enviar una pregunta al equipo de soporte. La aerolínea prefiere que hable con su chatbot automatizado en el chat en vivo o busque las respuestas navegando por las páginas de ayuda y las redes sociales.

Ese es el costo oculto de volar con aerolíneas económicas.

La buena noticia es que aún puede usar el correo electrónico para comunicarse con el Soporte de AirAsia. Sin embargo, el formulario de correo electrónico está oculto, ya que la aerolínea desea mantenerlo para los clientes más desafiantes con problemas. que necesitan ayuda de un humano.

Aquí le mostramos cómo comunicarse con AirAsia por correo electrónico:

1. Vaya al sitio web de AirAsia o la aplicación móvil, y ingrese al chat en vivo .
2. En el menú de chat en vivo, seleccione " Comentarios " (o escríbalo) y luego seleccione " Queja ".
3. Aparece una lista de 10 temas (Equipaje, cambios de reserva, reprogramación / cancelación del vuelo, preguntas y respuestas generales, cuenta de miembro, otros, productos, promociones, servicio, sitio web / móvil). Para algunos temas, puede ser transferido nuevamente al proceso automático, así que elija "Otros" para garantizar su acceso al formulario de correo electrónico.
4. El chatbot de AVA le pedirá una descripción de la queja . Simplemente escriba cualquier cosa aquí.
5. La siguiente pregunta es sobre su número de reserva . Escriba "NA" si no lo tiene.
6. En el último paso, AVA le pide su dirección de correo electrónico y nombre . Escriba su correo electrónico real y válido (para que pueda recibir la respuesta).
7. Finalmente, AVA muestra el enlace al formulario de comentarios ("Haga clic aquí para enviar sus comentarios"). El formulario se abrirá en la nueva ventana del navegador.
8. Escriba su mensaje para AirAsia Support, luego haga clic en el botón Enviar . Vuelva a volver al chat en vivo y escriba "Y" allí ("Escriba" Y "después de haber enviado su comentario").

Felicitaciones, acaba de enviar un correo electrónico al servicio al cliente de AirAsia. Los tiempos de respuesta varían, pero puede estar seguro de que su mensaje fue leído.

The AVA Live Chat is the main support channel for AirAsia at the moment. It uses AI-powered chatbot to answer customers’ questions in an automated fashion – based on the keywords that are relatable to AirAsia products and services. It’s also possible (but quite difficult) to reach the AirAsia staff on live chat:

As of June 2020, AirAsia customers are able to get support services through WhatsApp – the ultra-popular messaging platform with more than two billion users worldwide. When entering WhatsApp chat with AirAsia, customers are greeted by the AVA chatbot, the virtual assistant powered by artificial intelligence. If you are patient enough you may also have a chance to talk directly to someone from the AirAsia Support team, just bear in mind that the waiting times are usually quite long.

AirAsia Support on WhatsApp: +60 11-3516 5078.

Steps to start chatting with AirAsia AVA on WhatsApp:

1. Open WhatsApp app on your mobile or desktop computer
2. Go to the Chats tab
3. Tap New Chat icon, then select New Contact
4. Create new contact using +60 11-3516 5078 number
5. Start chatting with AVA by typing anything

At the moment, AirAsia Support is available on popular messaging platform WeChat for customers who speak Simplified or Traditional Chinese.

You can scan the QR code below to start chatting, or just follow AirAsia Support directly on WeChat.

La forma más efectiva de presentar una queja sobre AirAsia es utilizar su formulario de comentarios . No se puede acceder directamente desde el sitio web de la aerolínea; primero debe mantener una conversación corta y automática en su chat en vivo. Al final, será redirigido a una URL única del formulario de comentarios.

Así es como presentar una queja sobre AirAsia:

1. Vaya al sitio web de AirAsia o la aplicación móvil, y ingrese al chat en vivo . En el menú de chatbot de AVA, seleccione " Comentarios ", luego " Queja ".
2. Siga los siguientes pasos (asegúrese de proporcionar su dirección de correo electrónico válida), y al final de este proceso será redirigido al formulario de correo electrónico de comentarios. Describa su problema, luego haga clic en el botón Enviar.
3. Espere el correo electrónico con una respuesta del Soporte de AirAsia.

Si solo quiere sacar algo de su pecho o advertir a otros de las líneas aéreas, puede publicar su opinión en los sitios web Skytrax, Tripadvisor, Productreview o Trustpilot . Dicho esto, le recomendamos enfriar antes de publicar sus quejas. Solo espere un día o dos antes de publicar una reseña, para asegurarse de que su mente esté despejada y sin emociones. Que es justo.