AirAsia has been handed the ‘Customer Lover’ award by Web In Travel (WIT) at the inaugural WITovation awards ceremony held in Singapore this week.
The Singapore-based content and community platform for the travel distribution, marketing and technology space, recognised the airline’s innovative approach in engaging with guests via its interactive one-stop help and information centre, AskAirAsia, accessible at airasia.com/ask.
AirAsia regional head of customer experience and technology, Zaman Ahmad said, “We realise that a vast number of our guests are technologically savvy and familiar in the use of interactive media platforms, so it is necessary for us to leverage on this consumer trend of interaction with us online.â€
AirAsia ousted closest contender Cleartrip, an online travel portal, for the ‘Customer Lover’ award.
The judging panel, led by Timothy O’Neil-Dunne, managing partner of T2 Impact, said it came to a close call between AirAsia and Cleartrip but they believe that AirAsia, with its reach and pedigree of loving its customers, just edged out Cleartrip’s entry.
The judges said, “AirAsia’s approach is very user-friendly and appeals to a wider market with varied demographics.
“The use of a named Avatar (in AskAirAsia) gives the service a personality and creates an online rapport with the user. This service exceeds customer expectations regarding budget airlines where cheap equates minimal service.â€
AskAirAsia, available free to anyone from anywhere in the world, is a platform for guests to pose any question and engage with AirAsia via live chat, webmail and Twitter.
