In order to meet these standards of delivery, various initiatives have been implemented. Initiatives to improve users’ and customers’ satisfaction Service Initiatives Food/express/ride • Training for riders/drivers • Increase density of riders/drivers in peak locations • Increase up-to-date communication for consumers through app push notifications Flight OTA • Work with inventory providers to create SLA for booking confirmation to minimise complaints • Ensure post-booking messages are clear • Instant email notification to customers to update them on their booking status Hotels & SNAP • Instant email notification with details sent to customers upon booking AirAsia Flight • Instant email notification on flight changes, and steps to obtain access to service recovery plans on AVA in the event that new schedules are not acceptable to guests Refunds Automation • Automate customer claims when refunds are needed for new LOBs • Minimise refund-prone scenarios by authorising payment from the user and only capturing it when the service is delivered or confirmed booked by the third party As part of its customer service promise, airasia Super App offers a range of different platforms on which customers and guests can engage and connect, to suit their preference. Platform Engagement Channel Delivery: airasia food, airasia xpress, airasia ride AVA, NPS, feedback widget, social media live chat, direct calls/chats Hotel & SNAP AVA, NPS, feedback widget, email/e-form, social media Flight OTA AVA, NPS, feedback widget, email/e-form, social media TECHNOLOGY, INNOVATION AND INFORMATION SECURITY In 2021, airasia Super App was acknowledged by Credit Suisse as being one of only three unicorns in Malaysia, with an estimated value of more than USD1 billion. This has been achieved through constant innovation to introduce more products/ services that meet consumers’ everyday needs. During the year itself, the Super App expanded its lines of business to include four more products. New products/services introduced on the airasia Super App in 2021 Initiative Description When launched Flybeyond Allows guests to book flights beyond AirAsia – ie on more than 700 other airlines to over 3,000 destinations. October 2021 airasia ride An e-hailing product. August 2021 airasia xpress Parcel delivery product. November 2021 airasia food Food delivery product, enhanced with cuisine recommendations based on users’ browsing/purchasing trends. A merchants’ app, called airasia friends, enables restaurants to manage their menu, opening hours and order acceptance. During the year, airasia food also expanded to Thailand. April 2021 1 5 6 C A P I T A L A B E R H A D Our Entities (cont’d.)
RkJQdWJsaXNoZXIy ODU0MjU5