Case Study: AirAsia improves customer communication and travel experience with Kaleyra

Kaleyra Helps Aviation Giant AirAsia Offer Smooth Travel Experience To Its Customers

AirAsia, one of Asia’s leading low-cost airlines, needed a better way to communicate with its rapidly growing passenger base as flight delays, schedule changes, booking details, and other updates became harder to share in real time. To improve customer experience without increasing costs, AirAsia turned to Kaleyra for cloud telephony solutions, including messaging and voice services.

Kaleyra implemented alert and promotional messaging, IVR studio, and outbound dialing to help AirAsia deliver timely travel updates, reminders, offers, and customer support at scale. The result was smoother passenger communication, improved call center efficiency, and stronger customer satisfaction—supported by measurable usage of around 3 million messages per month and the ability to handle millions of calls seamlessly for more than 10.6 million passengers.

AirAsia

Dinesh

Lead - Customer Experience