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AirAsia speeds up automated check-in adoption


SEPANG, 25 April 2023: AirAsia presents its Airasia Superapp contactless features, including self-check-in and the e-boarding pass to passengers to streamline check-in procedures. 

The campaign encourages passengers to use baggage drop-off at self-bag-drop machines. It promotes a facial recognition system, FACES, for pre-security clearance and self-boarding for selected domestic flights.

The above features allow for faster, safer and more efficient check-in, pre-security, and boarding processes and guarantee peace of mind to all guests as they can skip the queue and proceed directly to the gate.

More than 90% of passengers departing from Malaysia successfully used the self-check-in feature in 2022. As the adoption of the contactless features is now fully operational in the enhanced Superapp, the airline will limit counter check-in service facilities in Malaysia, effective 1 May 2023.

A check-in fee will be collected in Malaysia for passengers who prefer to check in at the counter.

The airline argues that embracing digital initiatives ensures a more contactless and seamless experience and helps to reduce the costs of maintaining the additional check-in counters. Still, it may be an additional financial burden for parents travelling with small children who require constant supervision, particularly in crowded venues such as check-in areas. They often travel with more luggage items, such as strollers and are already stressed by the check-in process. They are not on the exemption list.

Guests in the following exempted categories are eligible for complimentary counter check-in services

● Senior Citizens aged 60 and above

● Travellers affected by last-minute schedule changes and flight cancellations

● Self-checked-in guests but need to reprint boarding passes

● Persons with Disability (OKU) card

● Young Passenger Travelling Alone (YPTA)

● Those 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

● Premium Flatbed, Premium Flex and Corporate Full Flex passengers

● Malaysian Armed Forces (ATM) and Government Warrant (WAK) personnel

● Group bookings with 10 guests and more

Non-eligible guests may still check in at the counter subject to counter check-in fees of MYR20 per guest for domestic flights and MYR30 per guest for international flights.

AirAsia Aviation Group chief airport and customer experience officer Kesavan Sivanandam said: “Over the last year, we have seen a high adoption rate for our contactless travel features that were implemented primarily for the safety and wellbeing of our guests and the momentum continues this year too, with about 90% usage rate on average, for flights departing from Malaysia. As a result of our digital initiatives, we can 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.

Guests 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.

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