A key proposition of the Delivery vertical of the airasia Super App is the potential it presents to attract new users to its ecosystem. During the year, over 50% of the Super App’s Delivery users were new to the Group. In addition, Delivery users present a great opportunity for the Group to cross-sell higher value products and services thus increasing the customer lifetime value of every newly acquired user. The Delivery business has also increased the Group’s visibility on the streets, increasing the number of touch points for users who now have more options to eat, ride and have items delivered at great value with service to match. FINTECH Our Fintech push within the Super App is delivered via airasia money, which extends our ‘for everyone’ ethos to financial services. It is a financial marketplace that curates the best and most appropriate financial services and products to fit the needs of today’s customers, helping them make better financial decisions and achieve better financial health through useful information and advice. Bringing together different service providers, airasia money is able to offer the best price points for a range of service offerings. As a true fintech platform within the Super App, the hope is to pass on better savings to the customer in the form of better options, prices and service. airasia money currently offers the following financial products and services in Malaysia: • Payments and Financial Services: While supporting the enterprise payment needs, airasia money has been able to leverage its platform to support Super App customer needs as well. Today, they can pay bills, transfer money, top up phones, cards and wallets as well as manage their subscriptions easily and seamlessly. • Wealth & Investments: airasia money offers various investment products in equities, mutual funds and other asset classes, such as gold, through partnerships with players like StashAway. • Insurance: Auto, life and medical coverage is provided in partnership with Tune Protect & PolicyStreet. • Lending: customers are enabled to take out personal loans via BigPay & RinggitPlus. Before year end, airasia money was rolled out in Indonesia where it offers medical and life insurance, investments and zakat payments. Fintech solutions have helped us to complete the Super App customer experience and the airasia ecosystem as a whole. In the process, we have increased the value and utility of the Super App in driving overall stickiness and delivering a superior customer experience. In August 2021, airasia ride burst onto the ride hailing scene, after the acquisition of Malaysian e-hailing company Dacsee. Launched in the Klang Valley, it subsequently expanded quickly to Langkawi, Penang, Johor Bahru, Melaka, Ipoh and Seremban. In the first six months of its launch, the platform saw a 10% increase in number of customers on a weekly basis, and by December it was hitting more than 5,000 rides a day. As at year end, it had completed more than 400,000 rides across Malaysia with a fleet of 30,000 registered drivers. airasia ride’s steady growth has been possible because of our winning strategy – of offering customers the lowest fares while collecting from our drivers the lowest commission (of only 15%). We maintain a very good relationship with our drivers who are offered the same benefits as other Allstars such as flight discounts and reskilling/upskilling opportunities via airasia academy. In addition, airasia ride drivers have access to useful data that helps them to be more efficient in completing their journeys. With the most up-to-date information on flight arrivals, for example, waiting time at airports is reduced while time spent on jobs increased. In November 2021, we introduced our on demand package delivery service airasia xpress. Powered by Teleport, the platform enables users to choose between instant delivery (under an hour) and same-day delivery (within four-six hours). airasia xpress provides fast, seamless and a convenient delivery service to the underserved, especially to small and medium enterprises as well as social commerce sellers who turn to us for the most cost effective means of transporting their goods. The service is now available in the Klang Valley, Melaka, Johor Bahru, Kota Bharu, Penang, Ipoh and Kota Kinabalu, with plans for Asean expansion in 2022, followed by interstate and cross-border delivery in the second half of 2022. M A N A G E M E N T D I S C U S S I O N A N D A N A L Y S I S A N N U A L R E P O R T 2 0 2 1 0 8 5
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