I was trying to contact AirAsia call centre via general AirAsia phone number (+603 2171 9333) today and just found out that this general phone line has became Self Help Menu phone line. That means that you could no longer able to talk with live AirAsia agents like previously. You can only use AirAsia Premium Customer Service Line ( 600 85 9999) which available from Malaysia Telco providers such as Telekom, Celcom, Maxis and Digi. The charge is RM 1.95 per minute which I think is too expensive for me to get the simple answer.
Therefore, I tried to write an email and send to AirAsia support email (firstname.lastname@example.org). To my surprise, the email address is not in use anymore and it keeps bounced back saying mail delivery failed. Refer to the below error message:
Delivery to the following recipient failed permanently:
Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 #5.1.0 Address rejected email@example.com (state 14).
I was totally upset about it and still do not want to use their Premium Customer Service number to report my problem. I tried the AirAsia live chat service and was able to chat with friendly AirAsia live agent called Adam. I asked him about my current situation and he managed to clear my thoughts and provide some useful information during the chatting.
I managed to ask him about the status of AirAsia general phone (+603 2171 9333) and AirAsia support email and he told me that Air Asia general phone number is now self help menu and if you want to talk with an agent, kindly use their premium customer service line ( 600 85 9999) which will cost you RM 1.95 per minute. He also informed that the previous AirAsia email contact is no longer active.
Is there any AirAsia Email Address that we can use to contact AirAsia?
Yes, Adam provided an AirAsia Email Address (firstname.lastname@example.org) which intended for document processing purposes only. For all other enquiries, he recommended the following options:
1) Call +603 2171 9333 (Self Help Menu) – You are not able to talk with live agent like before. It becomes just like answer machine in my opinion.
2) Login to LiveHelp with your AirAsia member ID to get all your queries answered instantly. – There are many online AirAsia customers using this LiveHelp feature and you need to wait for the queue. I suggest you to use Air Asia LiveHelp in the morning (8.30am – 10am) because not many people using it at that time.
3) Call their Premium Customer Service Line at 600-85-9999 (for Malaysia) which available from 7am to 7pm daily at a charge of RM 1.95 per minute. This is the last option that I had to use to solve the problem even you like it or not.
4) To view the contact number and email address for other countries, please refer to AirAsia contact us page.
I think AirAsia should give option to all their customers to use either general phone line or Premium customer line. Customer should be able to use general phone line to contact AirAsia support agent for help and I believe most of us will be willing to use the general phone line instead of Premium line which is expensive.
I personally think that AirAsia should not abolish their previous support email and force every customer to call their premium customer line to get help. That’s not the right decision and will cause more inconvenience to AirAsia fans included me as well. I know it might generate some good cash for the company when all customers use the Premium phone number but I still prefer to use free service such as email support.
Do you use AirAsia Premium Customer Line to contact AirAsia Support Agents? Kindly share your experience.