TRAVEL The IATA accreditation, gained in October 2021, enables airasia Super App not only to allow guests to book seats on other airlines globally but also to issue tickets for flights departing from Malaysia. With this new development, the Super App – which has over 700 airlines on its portfolio serving over 3,000 destinations – is now attracting over 100 million pageviews on average a month, and is recognised as one of the top three OTAs in Asean based on website traffic. To enhance the OTA platform’s capability and speed to market, the Super App has acquired key technology components from GoQuo, a leading travel technology provider in the region. These include an OTA platform, Hotels and Flight Gateway, Hotel Management System (HMS) and connectivity technology. While already offering a wide variety of hotels through partnerships with major accomodation aggregators and OTAs such as WebBeds, MG Bedbank, Agoda, Expedia and Ctrip, a major focus in 2022 is to work directly with hotel partners in key markets, ie Malaysia, Thailand, Indonesia and the Philippines. This will enable collaboration on marketing campaigns and best value offers to Super App users. The accreditation has come at an opportune time, enabling airasia Super App to tap fully into the surge in travel demand as restrictions are being lifted. As a result of its OTA offerings, the platform also attracted a significant number of new customers with 59% of new app users brought in through the travel segment (37% for flights, and 22% for accommodation) in 2021. A new addition to the Travel vertical is airasia travelmall. Previously known as airasia OURSHOP, the rebrand reflects an inventory that extends from duty-free goods to include travel retail inventory from across Asean and beyond. More than that, this first-of-its-kind omnichannel marketplace is also beginning to offer omnichannel delivery. In 2021, to capitalise on the Langkawi travel bubble, airasia travelmall launched same-day delivery to guests’ hotel rooms in Malaysia’s popular resort island. As of the first quarter of 2022, this popular service has been extended to guests throughout Malaysia and Asean with delivery options to either their hotel or home. Guests will also have the option of having products delivered to their plane seats, or picking up purchases at the boarding gate or other convenient designated points in the airport prior to boarding their flight. DELIVERY Leveraging the increasing momentum of on-demand delivery sought by consumers and businesses, three new services were launched during the year – airasia food, airasia ride and airasia xpress – which, together, have resulted in more than a million orders being placed by year end on the airasia Super App. airasia food was rolled out in the Klang Valley, Malaysia in May 2020 and was expanded to other key cities in Malaysia and Singapore throughout 2021. Subsequent to the acquisition of Gojek’s Thai operations, airasia food further expanded its footprint to Thailand. To date, more than 500,000 food deliveries have been made, benefiting 33,000 F&B outlets that are charged the lowest commission rates in town. While being pivotal to sustaining many F&B operations throughout the year, the service has also benefited consumers who are able to enjoy the lowest priced meals and delivery rates. airasia food complements airasia grocer, which also witnessed significant growth after being introduced in Kota Kinabalu and Penang in addition to the Klang Valley in 2020. [For more on airasia grocer, please read about this service under Ventures on page 92.] Business Review (cont’d.) 0 8 4 C A P I T A L A B E R H A D
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