AirAsia's chief customer happiness officer steps down after three years

AirAsia's chief customer happiness officer, Adam Geneave, is stepping down after three years with the company. In a LinkedIn post, Geneave (pictured) said there has been so much transformation and digitalisation during his time with the company but beyond everything, he is proud of the team.

Despite the challenges, Geneave said his team came to work every day with an "absolute passion and commitment" for doing everything they can to make a difference for its customers, the business and one another. His responsibilities included all contact channels, customer insights, customer strategy, customer-related systems such as Salesforce and Chatbot, and product innovation. Geneave also had oversight of the customer response to the COVID-19 pandemic and led regulator relations across Asia Pacific markets including China, South Korea, Japan, the US, ASEAN, and Australia, his LinkedIn said.

(Read also: ‘Our chatbot was by no means the first in market. That was really deliberate,’ says AirAsia)

He joined the team in 2018 from Wyndham Destinations Asia Pacific where he was VP, customer experience based in Australia. Geneave was there for three years and oversaw the full end-to-end customer experience across Wyndham Vacation Resorts Asia Pacific and Wyndham Hotel Group Southeast Asia, according to his LinkedIn.

He also worked at Jetstar Airways as group manager, inflight product and experience for close to three years. During his time there, Geneave managed key areas including catering, inflight entertainment, duty free, amenity products, Jetstar Magazine and Jetstar Media. He has a wealth of experience in the aviation industry, having also worked at Virgin Australia as product manager - inflight and business analyst - cabin crew, as well as Qantas as customer service manager. A+M has reached out to AirAsia for comment on his replacement.

Recently, airasia Super App expanded its flight and hotel offerings by tying up with more than 700 international airline brands flying to over 3,000 destinations and promoting thousands of hotels worldwide. Some of its newest airline partners are Air Canada, Air France, Air Mauritius, Bamboo Airways, Ethiopian Airlines, flydubai, Go First, KLM, Mahan Air, Qatar Airways, Turkish Airlines, Philippine Airlines, and US Bangla Airline, among others. Hotel partnerships have also continued to grow with over 300,000 hotels now available on the super app.

Join our Digital Marketing Asia conference happening from 9 November 2021 - 25 November 2021 to learn about the upcoming trends and technologies in the world of digital. Check out the agenda here. 

Related articles:
AirAsia renames holding firm to show clear airline-digital distinction
AirAsia enters ride hailing race, banks on super app proposition to stand out
AirAsia introduces chat function for super app in bid to be one-stop messaging platform
AirAsia super app expands eCommerce offerings in Singapore
AirAsia.com realises super app dream: 'We have not wasted a crisis'
AirAsia's chief growth and platform officer Ravi Shankar exits