KUALA LUMPUR – Netizens are proving that they are not quick to forgive and forget, following budget airline AirAsia’s public apology over the recent delays and rescheduled flights.
Based on checks conducted by The Vibes’ Malay-language sister portal Getaran, netizens are far from appeased, perceiving the apology to be an inadequate way to “redeem” the troubles faced by passengers.
Many also felt that AirAsia’s faults were too big for them to turn a blind eye, especially since it is a recurring problem.
Twitter user @BeaBiella said AirAsia’s sudden rescheduling of flights caused her to suffer losses.
“Hello, just sorry? You (AirAsia) rescheduled my flight until I had to buy a new ticket twice and they were return trips. Imagine paying for it six times.
It would be different if you provided us with a free ticket, but I had to buy a new one because you rescheduled the flight to a time that was too far from what I had booked, and the rescheduled flight was late at night. Pay compensation.”
The user expressed her dismay over how the airline had changed her travel schedule despite her checking in for her flight five days before take-off.
Similarly, user @XavierNana urged the government to step in after numerous grouses have been aired, questioning how the company could have sold tickets without taking into account how many planes can operate.
“Wait, AirAsia sold tickets regardless of aircraft ability to operate? I think this is a mistake on AirAsia’s behalf, and the government must take action.”
Yesterday, Domestic Trade and Consumer Affairs Minister Datuk Seri Alexander Nanta Linggi said 40 aircraft are in operation, compared with the 95 it had prior to the pandemic.
This was among the four reasons the airline gave in response to recent complaints on delayed flights, especially during the Hari Raya Aidilfitri season.
Nanta said in the event of delays, customers were entitled to change their flights free of charge or hold credits for a later time, or seek a refund, hotel accommodation, and food and beverages, as stated in guidelines issued by Malaysian Aviation Commission.
He added that the airline also cited regulatory and operational constraints, such as last-minute requests to cancel flights at certain regional airports and requirements for pre-departure RT-PCR tests in certain countries.
On Tuesday, AirAsia Malaysia CEO Riad Asmat extended the company’s apologies to customers for any inconvenience caused by the flight disruptions.
Speaking to Getaran, he assured that the airline is committed to providing the best in terms of safe, affordable and trusted air travel.
“As a responsible company, AirAsia does its best to reduce difficulties for our customers. We ensure that all passengers get to their destinations as quickly as possible during this important travel time,” Riad said. – The Vibes, May 12, 2022
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