“I had a ticket for an AirAsia flight from Kota Kinabalu to Sandakan, scheduled at 3.10 pm on Saturday (July 20). At 8.40 am, I received an SMS informing me of a delay to 5.55 pm. However, upon hotel checkout at 2 pm, I found out the flight was further delayed to 11.30 pm. Later, at 8.55 pm, I was told it was rescheduled to 2.10 am on Sunday (July 21).”
Datuk Seri Dr Wee Ka Siong, Ayer Hitam MP
What would your reaction be if your flight time is rescheduled or worse still, cancelled and rescheduled to the following day? You and your family are booked to travel overseas on a certain date, but are informed the flight has been rescheduled to the following day – a delay of 24 hours!
And you have booked hotel rooms but because of the rescheduled flight, your room booking for a day is wasted as there is no refund for the day you failed to check in!
This is what happened to a close family friend.
Flight delays and cancellations have become increasingly frequent, much to the chagrin of frequent travellers like my friend and I. AirAsia, once hailed for making air travel accessible to everyone, is now at the centre of a storm of complaints and the butt of the joke on its handling of flight schedules.
The recent experience of my friend, whose plans to fly to Jakarta with his family were ruined and forced to make adjustments by a flight cancellation (even though he was informed well in advance), exemplifies the growing dissatisfaction among travellers.
The flight scheduled for 10 am on Aug 10, was cancelled (apparently with no reasons given), with my friend informed that the next available flight would not be until 4 pm the following day (Aug 11).
This 30-hour delay not only disrupted his travel plans but also resulted in significant financial losses. He had booked four hotel rooms at a cost of RM250 each, and found himself unlikely to secure a refund from the hotel management, resulting in RM1,000 down the drain.
Attempts to extend his stay and reschedule his return were met with further obstacles, compounding his frustration as he claimed he was unable to do so (not sure if my friend followed the right procedures for a change to his return flight).
AirAsia typically responds to such disruptions with safety as its top priority. According to the airline, unplanned maintenance, technical assessments and adverse weather conditions are some of the factors leading to flight delays and cancellations.
The airline assures passengers that it is working on improving service recovery options and operational procedures to minimise the impact of these disruptions.
Despite these assurances, passengers are left feeling helpless and disappointed. Long lines, crowded gates, and agitated passengers are now common sights at Malaysian airports. The promise of enhanced service recovery options often falls short, leaving passengers to fend for themselves in the face of significant delays and cancellations.
Back in 2022, the Domestic Trade and Consumer Affairs Ministry took note of the rising number of complaints against flight delays and cancellations. A preliminary study was conducted to address these grievances.
The ministry highlighted issues such as long delays, frequent rescheduling, and the lack of compensation for affected passengers. The Transport Ministry has also instructed airlines to monitor technical issues more closely and improve communication with passengers.
So, are we entitled to compensations and what are our rights?
Passengers are entitled to compensation in the event of delays or cancellations. Depending on the circumstances, this may include meals, telephone calls, internet access, hotel accommodation, transport, and even a full refund or alternative flight.
The Malaysian Aviation Consumer Protection Code 2016 outlines these rights, where airlines are obligated to provide sufficient notice and alternative arrangements.
In the event of a flight delay or cancellation, travellers should confirm the reason for the delay or cancellation; collect proof, such as photos, receipts, booking numbers and vouchers; insist on basic benefits and services at the airport; and check eligibility for compensation.
AirAsia and other airlines can avoid liability if the delay or cancellation is due to extraordinary circumstances beyond their control, such as bad weather or airport issues. Apart from airlines being required to book passengers on the next available flight they should also provide the option for a full refund.
Nevertheless, according to international EU law, if passengers are notified of a cancellation less than 14 days before departure, they may be entitled to compensation of up to €600 (RM2,942) per person.
Airlines must address these issues head-on to regain passenger trust. Improved maintenance procedures, better communication channels, and more robust compensation mechanisms are essential steps in this direction.
Travellers deserve transparency, timely information and fair treatment, especially when their travel plans are disrupted.
The frustration experienced by AirAsia passengers highlights the urgent need for airlines to give top priority to customer satisfaction and operational efficiency.
As travel demand continues to rise, airlines must adapt and innovate to meet these challenges. By doing so, they can ensure that the promise of ‘Now everyone can fly’ remains a reality rather than an empty slogan.
The views expressed here are those of the columnist and do not necessarily represent the views of the Sarawak Tribune.
