AirAsia to begin full automation and self service in Malaysia & Singapore starting 17 March 2012

Kuala Lumpur, 15 March 2012

As of 17 March 2012 (Saturday), AirAsia will be discontinuing services of its Premium Line in Malaysia and Support Hotline in Singapore.

The initiative is part of the airline's on-going mission of using the ICT forefront to utilize technology and practice cost efficiency as well as promoting full automation and self service via the airline's online channels.

This innovative approach is set to present guests with further convenience and the liberty to seek more information pertaining to flights and perform amendments to their bookings, for instance, at just a click of a button.

By utilizing the online self service, guests may also receive immediate advice, solutions and trouble-shooting for any concerns or problems that may arise, giving an ease of mind and an enhanced flying experience.

AirAsia Regional Head of Commercial, Kathleen Tan said, "We are always at the forefront of innovation and embark on never-ending effort to provide further improvement and boost the quality of our services. By promoting full automation and self service we will able to provide immediate assistance to our guests, made possible by the technological capabilities that we possess."

"Over the years, we have invested substantially in developing our ICT facilities to keep up with present needs. We are well equipped to fully exploit its benefits and attain competitive excellence in the aviation market. By switching to full automation, guests are presented with options that are simple to manage, cost effective and will benefit both guests and AirAsia in terms of lower cost and enhanced customer service," she added.

Upon activation of full automation, guests with enquiries or in need of assistance may refer to AskAirAsia, or via AirAsia e-Form.

AskAirAsia is our one-stop help and information centre, available free to everyone from anywhere in the world. It is a platform for guests to pose any question — with intelligent automated responses - and offers the option to engage with AirAsia via live chat, webmail and twitter.

To make changes or additions to flight bookings, guest may do so via 'Manage My Booking' on

For AirAsia X guests, an AirAsia X Premium Line will soon be introduced -- in addition to the self service options -- for AirAsia X guests to make enquiries or request for assistance. More information on this will be available on

Guests could also visit the airline's AirAsia Travel & Service Centres (ATSC), Sales Offices or Airport Sales Counters for assistance should internet access is limited or unavailable.