FRUSTRATION boiled over at Shanghai Pudong International Airport after dozens of travellers discovered—only after arriving at the gate—that their Kuala Lumpur-bound flight had been cancelled, with the next available departure pushed back by more than two days.
According to posts circulating on X and Douyin, the flight, originally scheduled to depart in the early hours of May 11, was initially delayed by about an hour.
However, passengers claimed they were not informed of the cancellation until after waiting at the boarding gate.
An email notification later confirmed that the service had been rescheduled due to “operational reasons”, with a replacement flight set for May 13 at 5 am—roughly 50 hours after the original departure time.
The lack of timely communication appears to have triggered widespread anger among affected passengers.
Some took to social media to vent their frustration, with one user alleging there had been no prior notice of the delay or cancellation, leaving travellers unable to rearrange their plans or recover related expenses.
Videos shared online showed tense scenes at the boarding gate, with passengers demanding compensation as ground staff attempted to manage the situation.
Despite efforts to offer alternative arrangements, including rebooking assistance, tempers remained high.
In a statement issued to Mothership (Singapore), AirAsia X confirmed the cancellation, attributing it to an unforeseen operational issue that required additional safety checks on the aircraft.
The airline said it had activated recovery measures, placing affected passengers on the next available flights to Kuala Lumpur.
It added that refreshments and, where available, accommodation were provided, while staff continued assisting with rebooking arrangements.
AirAsia X also apologised for the disruption, with its general manager expressing regret over the inconvenience caused and thanking passengers for their patience. – May 15, 2026
See video here https://www.facebook.com/reel/965486752847398
(Video from @Fahadnaimb X account)
