AirAsia Philippines is preparing to accommodate over 75,000 passengers for the upcoming All Souls’ Day (Undas) holidays, reinforcing its commitment to service excellence with the #alwaysREADY initiative. The airline aims to provide real-time support and ensure that passengers are well-informed and accommodated, especially during the anticipated surge in travel.
To meet the demand, AirAsia has activated 24/7 customer service help desks at key airports, including NAIA Terminal 2, Cebu, Boracay (Caticlan), Davao, and Puerto Princesa. Additionally, more than 50 agents will be available to respond to inquiries via the Ask Bo app, ensuring that passengers receive timely assistance during their travel.
“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,” according to AirAsia Philippines Chief Executive Officer Ricky Isla.
As Typhoon Kristine (international name Tami) is expected to affect the weekend, AirAsia’s customer service desks are poised to play a crucial role in assisting passengers. The airline is prepared to offer Standard Recovery Options (SROs) for any flight disruptions due to weather or other factors. These include:
- Free flight changes: Passengers can rebook to any available date within 30 days of their original travel without additional costs.
- Credit account: Travelers can store the booking value in their AirAsia BIG Member account for future trips, which is valid for two years.
- Full refund: A full refund will be provided for affected passengers, including those who booked through travel agents.
- Hotel bookings: AirAsia’s online guest assistant Bo will assist passengers in rebooking accommodations affected by disruptions.
“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.
Looking ahead, AirAsia expects to maintain strong travel demand as fuel surcharge levels for November remain low. Domestic flights will see an additional surcharge of PHP117 to PHP342, while international flights will range from PHP385.70 to PHP600.
With 6 million passengers flown so far in 2024, AirAsia Philippines is on track to surpass its annual target of 8 million by the end of the year, buoyed by the upcoming Christmas and New Year holidays.