AirAsia Philippines is gearing up to accommodate over 75,000 guests for the upcoming All Souls Day holidays, showcasing its #alwaysREADY commitment to service excellence aiming to provide real-time support, ensuring that guests are informed and accommodated, particularly during peak travel seasons.
The World’s Best Low-Cost Airline has strategically activated 24/7 customer service help desks at the NAIA Terminal 2, as well as major provincial airports such as Cebu, Boracay (Caticlan), Davao, and Puerto Princesa. This is on top of more than 50 agents attending to queries on the Ask Bo app.
“It has been AirAsia Philippines’ long tradition to provide further support to our guests during special peak celebration periods where they are expected to travel to reunite with their family, relatives, and friends in the provinces. Next to celebrating Christmas, Filipinos take the time to visit the tombs of their departed loved ones to pay respect. Through our alwaysREADY programs, we intend to make our guests feel AirAsia’s personal touch in ensuring that they travel conveniently, safely and on-time,” AirAsia Philippines Chief Executive Officer Ricky Isla shares.
AirAsia Philippines’ customer service help desks are expected to play a critical role in assisting guests as Typhoon Kristine (international name Tami) approaches over the weekend.
For any flight disruption, such as but not limited to weather disturbance, AirAsia Customer Service Desk is #alwaysREADY to provide Standard Recovery Options (SROs) for impacted guests including alternate travel options such as:
Free change flight: Change to any new travel date of choice within 30 days from the original scheduled departure date on the same route, subject to availability, at no extra cost.
Credit account:Keep the booking value in your AirAsia BIG Member account for future travel, redeemable within 2 years; OR
Full refund: Get a full refund to your original payment method. For travel agent bookings, request refunds directly from them.
SNAP/Hotel Bookings: Re-connect with our online guest assistant Bo and follow the Hotel / SNAP prompts for the service recovery options available.
“At AirAsia Philippines, our guests are at the heart of everything we do. We will leave no stranded passengers behind. Our multiple guest touch points such as email, sms and airport staff are made available to ensure a seamless customer journey”, Isla added.
Meanwhile, AirAsia expects to further sustain the appetite for travel with fuel surcharge costs to remain at Level 4 for the month of November. A level 4 means that tickets purchased for next month will only incur an additional surcharge of Php 117 to Php 342 for domestic flights and from Php 385.70 to Php 600 for international flights, depending on the distance.
After Undas, AirAsia Philippines expects the remaining holidays to contribute to its positive performance for 2024. For the past 10 months, AirAsia Philippines has already flown 6 million guests to domestic and international destinations which is just 10% below last year’s figure of 6,601,013 guests. With the Christmas and New Year holidays coming in the next two months, the World’s Best Low-Cost Airline is poised to surpass its annual target of 8 million guests flown.