CJMY
AirAsia, one of Asia’s largest low-cost carriers, is encouraging the use of its contactless features, including self-check-in, e-boarding passes via the airasia Superapp, and baggage drop-off at self-bag-drop machines.
The airline is also promoting its facial recognition system, FACES, for pre-security clearance and self-boarding for selected domestic flights. The move aims to ensure faster, safer and more efficient check-in, pre-security, and boarding processes for passengers.
Successful utilisation of contactless features
More than 90% of guests departing from Malaysia have successfully utilised the self-check-in feature in 2022. Following the successful implementation of its contactless features and an enhanced Superapp, the airline will limit counter check-in service facilities in Malaysia, effective 1 May 2023. For guests who still prefer to check in at the counter, a counter check-in fee will be implemented in Malaysia.
Kesavan Sivanandam, Chief Airport and Customer Experience Officer, at AirAsia Aviation Group, said: “As a result of our digital initiatives, we are able to offer our guests the option to skip the counter check-in process for a better travel experience and, at the same time, enhance our operational efficiency.”
AirAsia outlines exemption categories
For passengers who still prefer to check in at the counter, a counter check-in fee will be implemented. However, eligible guests in the following exempted categories will still be provided with complimentary counter check-in services:
- Senior Citizens aged 60 and above
- Guests affected by last-minute schedule changes and flight cancellations
- Guests who have self-checked-in but need to reprint boarding passes
- Guests with reduced mobility holding a valid Persons with Disability (OKU) card
- Guests travelling as Young Passenger Travelling Alone (YPTA)
- Guests who purchased last-minute tickets beyond the check-in cutoff time
- Guests who perform seat upgrades and/or purchases add-ons at the check-in counter
- Guests who were not assigned a seat during self-check-in
- Guests with Premium Flatbed, Premium Flex and Corporate Full Flex booking
- Guests with bookings under Malaysian Armed Forces (ATM) and Government Warrant (WAK)
- Group bookings with 10 guests and more
Non-eligible guests may still check in at the counter subject to counter check-in fees of RM20 per guest for domestic flights and RM30 per guest for international flights.
Digital initiatives by AirAsia
The counter check-in fee is aimed at encouraging passengers to embrace AirAsia’s digital initiatives. The move is expected to benefit all passengers by streamlining the travel process and reducing waiting times at the airport. Kesavan Sivanandam added: “We believe that this change will ultimately benefit all our guests, by streamlining the travel process and reducing waiting times at the airport.”
Passengers departing from Kuala Lumpur International Airport (KLIA) (Terminal 2) are highly recommended to enrol their details for FACES on the airasia Superapp to pass through pre-security and seamlessly board the flight without having to display their boarding pass. The facial recognition system provides a contactless and seamless experience.
For a better and enhanced travel experience, passengers are encouraged to download the airasia Superapp from Apple App Store, Google Play Store or Huawei AppGallery now.
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