Social media is a very powerful tool, in a recent survey by TNS, Malaysians have the most number of friends in social networking websites and spends 9 hours a weekly. (The Star, 2010). But in total, on average a Malaysian spends 19 hours and 48 minutes online whereby 54% of them are spent purchasing online, and a 46% trust the source obtained online. 94% of Malaysian uses social networking sites as shopping guidelines and 45% of them share their experience on their product, brand or experience. (Nielsen, 2010) AirAsia should continue to carry its promotions and focus even more on online marketing and selling. Social media‟s are mostly free and AirAsia should leverage on
these platforms to market its product and also use it a medium to collect feedback. However, AirAsia should also be mindful as negative comments and bad customer experience will also be posted on the same platform and it is visible to everybody. AirAsia has to be tactful in handling these situations.