AirAsia’s Virtual Allstar Now on WhatsApp

Getting great customer service with AirAsia is about to become easier than ever before as the AirAsia’s Virtual Allstar (AVA), is now available on popular messaging application, WhatsApp.

India is the biggest market for WhatsApp globally, with over 400 million active users across the country. For 96% of smartphone users in India, WhatsApp is the primary messaging platform for daily communication. WhatsApp offers users end-to-end encryption and easy to use functionality. AirAsia India is the first domestic airline to offer customer support through WhatsApp in the country.

AVA already handles millions of cases annually across other platforms such as Facebook, and the AirAsia mobile app, so it made absolute sense to make AVA available on WhatsApp.

Speaking about the launch, Ankur Garg, Chief Commercial Officer, AirAsia India said, “Being a guest obsessed airline, we always put our guests at the heart of our services and embrace technology to elevate their travel experience. As a progressive, digitally-led organisation, AVA offers a high standard of customer service powered by artificial intelligence. With AVA’s availability on WhatsApp, we are taking another step towards delivering happiness to our guests, helping them reach us at the click of a button in the most convenient way possible.”

As an airline which has focused on adopting technology at every given instance, AirAsia India continues to learn and adapt and AVA is only getting better and better over time. Currently more than 80 percent of customer requests like new bookings, flights status, travel advisories & booking changes etc. can successfully be managed by AVA and the rest are transferred to a Live Agent who then assists guests personally.

You can chat with AVA directly 24/7 on +60 11-3516 5078 on WhatsApp or alternatively by visiting You just have to say “hi” to get started.  AVA is AirAsia’s Virtual Allstar, a bot which is able to answer queries from customers instantly in eleven languages – English, Hindi, Bahasa Malaysia, Thai, Bahasa Indonesia, Vietnamese, Korean, Tagalog, Japanese, Simplified Chinese and Traditional Chinese.



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