AirAsia going digital, to focus on customer service in 2018

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Going digital and a more efficient customer service will be one of AirAsia’s primary goals in 2018, according to its chief Tan Sri Tony Fernandes.

In a report by English daily The Star, Fernandes said AirAsia’s current customer service response is still “bureaucratic”, and that it should be slicker, just like online retailer Amazon’s customer service.

“I want to make our customers really happy. I think we can be much better than we are. I think we have to be asking ourselves, what our failings are. I want to be able to respond to our customers quickly, our guests quickly, (so they can) get a refund, or (ask) a question.