84 AIRASIA GROUP BERHAD airasia digital Platform Enhancement & Expansion With their accounts, users can spend Its performance was supported by a online and offline domestically and number of achievements in the year. airasia super app seeks continuously to internationally at real-time exchange Building on the borderless nature of enhance its platform to support a growing rates, send money via peer-to-peer money, BigPay now allows customers to number of product lines that can be (P2P) transfers, split bills with friends transfer funds to 10 countries – quickly, scaled regionally. During the year, “hero and track their expenses with an inbuilt easily, and at the lowest rates. Countries products” such as SNAP, Unlimited Flight analytic engine. BigPay leverages included in its still growing list were India, Pass and FlyBeyond (non-AirAsia flights) advanced machine learning to monitor Australia, Nepal, Bangladesh and China. were rolled out to most major Asean transactions and next-generation security Towards year end, BigPay also added markets. The aim is to do the same for features to ensure user accounts are bill payment as a new feature – enabling the entire portfolio. Towards this end, always secure. its card to be used with over 20 service the team will continue to build a scalable providers including telcos and utility technology stack focusing initially on our Having already experienced rapid growth companies. In addition, it expanded into strongest markets of Malaysia, Thailand, in its first two years, 2020 marked a Singapore, where customers can currently Indonesia and the Philippines. quantum jump in acceptance and use of use the app for payment and remittance. the app. Reflecting the surge in online Emphasis will also be placed on transactions during the pandemic, BigPay was also one of a handful of continuous enhancement of the user BigPay saw the volume of remittance Malaysian companies granted the experience. In 2020, the team launched an transactions grow approximately country’s first digital lending license in-app social function, airasia chat, that five-fold during the year, while online from the Ministry of Housing and Local enables users to chat (even with fellow spending via its card also increased Government (KPKT). This means users will guests in-flight), form online communities significantly. be able to apply for personal loans digitally and share travel tips. on the BigPay app, and obtain approvals in as quickly as a minute… at competitive airasia super app will continue to enhance rates. its machine learning functions while making the entire journey on the platform easy and personalised so as to be able to offer our guests the right deal at the right time through the right channel. Along with a continuously strengthened ecosystem, the team expects to further grow its revenue and achieve the target for non- airline businesses to account for 50% of the Group’s total revenue by 2025. BIGPAY BigPay is a homegrown Asean fintech company that offers transparent, secure and convenient banking services via a mobile app linked to a physical payment card. Ease and speed of transactions are among its key differentiators, starting with account opening. Using cutting-edge e-KYC (that enables digital verification of documents and facial biometrics), customers can create accounts in as fast as five minutes. ANNUAL REPORT 2020 85 The licence is a first step towards BigPay’s its inception, Freightchain has on- eventual goal to become a digital bank. boarded eight airlines and more than 150 Towards this end, it has plans to launch a shippers, facilitating 372 transactions and whole suite of products and services. In USD3.7 million in gross transaction value 2021 itself, customers can look forward (GTV). to performing cash top-ups at local convenience stores, buying insurance, Meanwhile, with most of the fleet obtaining digital loans and enjoying wealth grounded throughout 2020, Teleport management advisory. All in the easiest, accelerated the push into delivering on most hassle-free manner. ground to homes in every Asean city that it flies to. TELEPORT This service was kick-started by delivering for over 2,000 small businesses hit Teleport aims to deliver things from A to hard by the first MCO in Malaysia as B anywhere in Asean in under 24 hours. part of AirAsia’s Save Our Shops (S.O.S) Combining modern technology with campaign. Subsequently, it expanded hundreds of small operational efficiencies, to include the delivery of e-commerce it creates a logistics experience that is products under airasia food, airasia simple. And works like magic. fresh and airasia beauty to form a key component of the overall airasia super app What gives Teleport its edge is the ability platform strategy. to leverage Asean’s largest airline, AirAsia, to move people and things Throughout 2020, Teleport delivered together on flights at the same time. This Cabin (TCPC) flights in which additional approximately 228,300 e-commerce is not only fast, efficient and profitable, cargo was loaded on seats, overhead orders, marking a more than 30-fold it also enables our logistics arm to make stowage compartments and under the increase in monthly deliveries since the one-day delivery a standard for the region. seats. start of the year. This was supported by an expanded crowdsourced fleet of In 2020, abrupt border closures due It also moved cargo on third-party over 3,720 onboarded delivery partners to the pandemic impacted Teleport’s freighters for the first time in March. This (known as Teleporters) across the regional belly network, reducing its overall has since evolved into a broader growth region. Approximately 20% of the pool revenue by 42% y-o-y to USD66 million. strategy to move cargo on any third-party consists of Allstars including pilots and Nevertheless, it was still a year of rapid airline in addition to our core AirAsia cabin crew affected by the pandemic. invention. network. By December, Teleport had successfully scaled its delivery services regionally, In March, Teleport became the first in In April, at the height of disruptions to simultaneously expanding to 77 cities Malaysia to operate passenger aircraft for global supply chains, Teleport launched across the five focus countries of Malaysia, cargo-only flights. This was necessary not Freightchain, the world’s first digital Singapore, Thailand, Indonesia and the only to cater to overwhelming customer air cargo network run on blockchain. Philippines. demand but, more importantly, to support Any shipper or freight forwarder can the critical need to transport medical aid search for itineraries on Freightchain, Its outstanding performance in a year and essential goods in response to the and submit bids to confirm air cargo marked by the pandemic led to Teleport global pandemic. Throughout the year, bookings on member airlines instantly being awarded the Frost & Sullivan Teleport operated over 1,400 cargo-only without the need to go through traditional Southeast Asia Entrepreneurial Company flights to 46 destinations on behalf of time-consuming sales or email channels. of 2020. partners including The Edge Covid-19 The first pilot booking on Freightchain Fund, the Ministry of Foreign Affairs was a pharmaceutical shipment from 2021 represents an opportunity for Malaysia, Jack Ma Foundation and the Bengaluru, India to Ulan Bator, Mongolia Teleport to showcase at scale its ability International Committee of the Red Cross via three different airline connections, to deliver anywhere to-door in Asean in (ICRC). This included more than 360 executed through a smart contract and under 24 hours. In particular, as domestic Transportation of Cargo in Passenger recorded on the blockchain ledger. Since flights recover in Malaysia, it expects to 86 AIRASIA GROUP BERHAD airasia digital deepen its presence across Penang, Johor, Along with the rebrand, a revamped Sabah and Sarawak. Regionally, Teleport mobile app was launched with additional expects stronger brand recognition in features to give BIG Members more Singapore and Thailand in particular, choices to use their BIG Points beyond culminating in cross-border 24-hour flights and travel. With BIG Deals, BIG delivery toward the later half of the year. Members are able to use their BIG Points to redeem a variety of lifestyle vouchers Enabled by technology, it will use its focus while enjoying savings on deals ranging on local community-led franchises to from F&B and shopping to services and expand its supply of delivery partners and entertainment, redeemable directly via urban sorting hubs (“cloud warehouses”). the app. The app comes equipped with This presents an efficient way to scale a points top-up function, making it even its infrastructure while providing job and easier for members with a low points income opportunities to many who may balance to utilise their existing points; and need additional support to recover from a Pointsback feature, which incentivises the pandemic. repeat activities and continuous engagement with BIG Rewards. A key priority in 2021 will be to assist governments in any way possible to Another milestone was the roll-out of BIG distribute Covid-19 vaccines efficiently and Xchange on the airasia super app. BIG reliably throughout the region. As part of Xchange is an instant points exchange the AirAsia ecosystem, Teleport is eager platform that allows members to convert to quickly bring back the days of travel and bank and other loyalty points to BIG lifestyle we once took for granted. Points seamlessly and immediately. Current partners include Citibank The objective is to reinforce the positioning #TeamTeleport ended 2020 with close to (Malaysia, Singapore, Thailand, Indonesia), of BIG Points as a universal digital loyalty 400 passionate and dedicated colleagues PETRONAS, PARKSON, Sunway Pal currency and to build a super highway across Malaysia, Singapore, Thailand, (Malaysia), TrueYou, Boonthavorn, Krungsri that unifies and connects all loyalty Indonesia, the Philippines, India and Credit Card and Krungsri First Choice programmes on one BIG platform.