Problem: Customer service management has been established to become one of the critical components in managing an organization. Realizing its importance, SIRIM has developed a model known as the CSM Model, consisting of five pillars: customer-centric, customer service delivery, customer communication and feedback, customer service data analysis, and customer segmentation and engagement. The model has included four enablers, comprising human capital management, service delivery operations management, technology, systems, and support management, and knowledge and information management. Based on the CSM Model, verify the Air Asia's customer service practices.