KUALA LUMPUR – Some passengers of AirAsia flight AK117 remain in the dark over compensation requested following complications during their Guangzhou-Kuala Lumpur trip on May 1.
Unhappy with AirAsia’s handling of their ordeal then, they are now up in arms over the lack of communication and the slow progress in obtaining financial compensation for losses caused by their flight’s return to Guangzhou following a technical issue.
Speaking to The Vibes, the group’s representative Bryan Ng said although some passengers have received refunds through the Civil Aviation Authority of China, they have yet to be contacted by AirAsia.
“Many of the passengers have not been refunded, especially those who had booked their tickets through third-party websites that are partners with AirAsia.
“Even those who had to miss their connecting flights out of Kuala Lumpur with different airlines have not been compensated for their subsequent losses,” he said.
Ng and 32 other passengers yesterday issued a press statement urging AirAsia to improve its communication and customer service situations when emergencies occur.
The group also said passengers should be kept informed and reassured, and given clear options for flight changes and refunds.
Refund requests rejected?
In their statement, the group of passengers, which included Chinese nationals, said that despite promises of refunds for flights and hotel stays made by an AirAsia representative soon after the incident, “many passengers’ applications for refunds have been rejected”.
On May 1, passengers on flight AK 117, which departed Guangzhou at 10.40pm, were informed that the plane was to return due to technical issues linked to cabin pressure abnormalities.
The plane then circled in Chinese airspace to burn excess fuel for approximately two hours before touching down at 1am.
Passengers waited on the plane for further instructions and were only sent through customs and immigration, and onwards to a hotel, at 3am, Ng said.
At 4am, a text message by AirAsia said the flight’s rescheduled departure would be at 9.45am, but Ng said not all passengers received it.
Many of them were also hesitant about boarding the rescheduled flight when they found that it was the same aircraft that had been forced to turn around earlier.
As a result, some 40 people did not get onboard.
‘No safety issue’
AirAsia Malaysia CEO Riad Asmat has since explained that there was no safety issue on flight AK117 and denied that the return to Guangzhou was due to depressurisation, which passengers claimed was the cause as told to them by the flight’s crew.
AirAsia also said the episode was “not an emergency situation”, and that the necessary technical rectification was done when the plane returned to Guangzhou, making it safe for flight.
However, the group of passengers said AirAsia should have had better communication with passengers at the time after the incident, as many of them have little knowledge of aviation and were naturally concerned.
There were also inconsistencies in the way the airline handled different passengers, with some receiving an email from AirAsia informing them that requesting a flight change was allowed, or a refund if they chose not to board.
“Others were told they had to board the same flight, or AirAsia would not be responsible for them.
“This inconsistency and lack of clear options for the passengers added to their frustration,” their statement said.
Without luggage
Some passengers had to miss connecting flights as a result, besides being left stranded without luggage, which was forwarded to Kuala Lumpur, although they were told that it would be delivered to the hotel, they added.
Meanwhile, Ng said he was also pressing the airline for answers on behalf of the Chinese nationals that were onboard, saying they had been neglected in the process of obtaining compensation.
“The passengers are in a chat group, and the Chinese nationals are very upset. That is why I decided to help them because they are really unhappy about this situation.
“We urge AirAsia to improve its communication and customer service in situations such as these,” he said.
Riad, meanwhile, said in his recent statement that all guests had been provided with options to move their flight for free within 30 days, or full credit account with two years’ validity or full refund. – The Vibes, May 12, 2023
