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AirAsia introduces AVA update for better customer experience


AirAsia Chief Customer Happiness Officer Adam Geneave shows real-time customer engagement through monitors at the Customer Happiness Team Allstars Command Center inside the AirAsia Headquarters, also known as RedQ, in Malaysia. RedQ started its operation since 7 November 2016.

As part of an update to their website and mobile apps, AirAsia Virtual Allstar or AVA was developed and introduced this year to assist on live chat, responding to inquiries, and is available in 11 languages.

Manila Bulletin TechNews was one of the only two Philippine media organizations invited to visit RedQ in Malaysia and get a glimpse of AVA through a roundtable discussion with the Customer Happiness officers this August.


RedQ or the AirAsia Headquarters is home to 2,000 AirAsia Allstars (staff) located beside Kuala Lumpur International Airport 2 (klia2).

RedQ’s design aligns with the airline group’s determination in becoming the number one airline in Malaysia and across the region. The introduction of AirAsia Virtual Allstar (AVA) will support the sales of ancillary products that can help maximize passengers’ satisfaction ratings and approvals.

“AVA provides hands-on experience to passengers, seven days per week, with immediate response to queries.,” said AirAsia chief customer happiness officer Adam Geneave.



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