The term "product" refers to tangible, physical products as well as services. It also means defining the characteristics of your product or service to meet the customers' needs. AirAsia’s philosophy is girded by the fact that they have been seen as a small airline competitor for many years. Therefore, in order to win more customers and return customers, they need to ensure that their primary products and services are up to par and meet the defining needs of customers. AirAsia offered (product) tangible and (services) intangible good to increase the demand of customer. (AIR ASIA MARKETING PLAN, 2015)
For the tangible products such like complementary meals, pillow and blanket, AirAsia credit card. For the intangible goods that includes AirAsia …show more content…
Guests can make bookings through a combination of ways. In August 2003, AirAsia became the first airline in the world to introduce SMS booking where guests can now book their seats, check flight schedules and obtain latest updates on AirAsia promotions from the convenience of their mobile phones. AirAsia also recently introduced GO Holiday, the airline’s online programme where guests can book holiday packages online in real time. (Temporal, 2006)
AirAsia’s high frequency service ensures guest convenience is met. The airline practices a quick turnaround of 25 minutes, which is the fastest in the region, resulting in high aircraft utilization, lower costs and greater airline and staff productivity.
Nationwide call centre
Launched in April 2002, AirAsia’s Nationwide call centre in Kelana Square is now fully equipped with 180 telephone lines providing convenient telephone booking services to guests. So that, customer can makes a call when they face a problem such as the itinerary booking/receipt problem. The call centre now takes an average of 6,000 calls