S U S T A I N A B I L I T Y S T A T E M E N T A N N U A L R E P O R T 2 0 2 1 1 0 9 Communication with Guests The CH team oversees all inbound customer support through multiple online channels: website, airasia Super App, social media (Twitter, Facebook and Instagram) and messaging (WeChat, WhatsApp and Messenger) platforms. During the year, two new services were added to further enhance our communication efficacy: Moving forward, we will enhance My Bookings to present a simplified self-service platform enabling guests to amend details of their flights. We also plan to introduce more inbound customer contact channels such as AirAsia Chat and voicebot for greater customer choice. Enhanced Guest Services For a better contactless customer experience, the following initiatives have been implemented: FACES: This first-of-its-kind in the commercial airline world facial recognition technology provides a contactless and seamless experience to guests at all touchpoints in their journey. Galaxy Suite: This new platform hosts multiple systems that are required for Ground Operations functions such as check-in and FACES identification verification. AirAsia Guest Services staff at all 16 Malaysian airports are now able to assist guests to check-in and verify their documents using the app on their mobile devices without requiring guests to be physically present at a check-in counter. This enables us to deploy additional staff to quickly address long queues and check-in bottlenecks without having to open additional counters. Contactless Payment: We introduced electronic data capture (EDC) machines including tap2phone to enable guests to pay securely via eWallets, payWave, etc. Health Travel Pass (HTP): To facilitate travel during Covid-19, HTP verifies health documents such as vaccination certificates and RT PCR results during self checkin (both mobile and web). airasia Super App: For a faster and smoother check-in experience, we added a quick search function for passenger name record (PNR), online health declaration and new boarding passes. A download and share option was also included. Soon, our guests will be able to scan their required visa for international sectors and complete their check-in in the comfort of their home. They will also be able to use FACES at more touchpoints, such as at the check-in counter and self-baggage drop. COMING SOON! Flight disruption automation Instagram messaging Guests are now notified instantly of any flight cancellation or schedule changes via SMS and emails. Our chatbot AVA was introduced to Instagram Direct Message to reply instantly to guests. Previously, the process was managed manually by our agents.
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