Somehow, Airline Customer Service Is Getting Even Worse

In early 2020, when the coronavirus was still a distant concern, my wife and I booked an AirAsia flight to Bali. At the start of lockdown, we scrambled to secure a refund. We called the airline's customer-support line: no dice. We pleaded with its online chatbot, a lobotomized character named AVA. We sent a Twitter message to the brand on March 17 and received a response seven weeks later that read, in full, "Twitter Feedback."