Irresponsible AirAsia

Irresponsible AirAsia

Your Letters, The Jakarta Post - June 08, 2007

My dream to have an astonishing holiday -- just like the “go holiday" motto -- was ruined by Indonesia AirAsia on Sunday, June 2, 2007. I was a passenger on Medan-Jakarta flight QZ 7507 ETD 7:05 p.m. (boarding time 6:35 p.m.). But the flight was delayed to 8:10 p.m., then another delay to 8:50 p.m. Finally we were allowed to board the aircraft and took off at 9:10 p.m.

We landed at Soekarno-Hatta airport at 11:30 p.m. After 30 minutes of waiting, my baggage as well as the bags of about 40 other passengers did not manage to arrive. One of the AirAsia ground staff, R, dissatisfied the irritated passengers by saying that our baggage would be brought on the next AirAsia flight (QZ 7505, ETA 11:50 p.m.). He said our plane had been overweight, so the bags were taken on another flight, though AirAsia did not give prior notification before we boarded the aircraft.

The solution offered by AirAsia management -- fill out a Property Irregularity Report (PIR) form -- did not seem to solve the inconvenience felt by the passengers since it could not assure when our belongings will arrive.

When we finally claimed our luggage the next day (Monday, June 4, 12:30 a.m.), none of the AirAsia ground staff expressed any apology to the passengers.

AirAsia has to bear in mind that passengers' rights are protected under Law No. 8/1999 on consumer protection, which states that passengers have the right for their opinions and complaints about services to be listened to.

AirAsia has the obligation to provide correct, clear and honest information about the condition and guarantee of services, and treat and serve passengers correctly and honestly.

WIDYA AIRLANGGA
Bogor, West Java

AirAsia responds

Your Letters, The Jakarta Post - June 08, 2007

With regard to the letter by Widya Erlangga forwarded to us by The Jakarta Post on June 4, we would like to apologize for any inconvenience when you were flying with us on Medan-Jakarta flight QZ-7507, on June 3.

On your flight, we had to off-load some of the baggage because the total passenger and baggage load was over the capacity of the aircraft. We did not purposely off-load some of the baggage; we had to do it according to standard safety regulations. Unfortunately, your baggage was one of the off-loaded items.

All the off-loaded baggage was delivered on the following flight which left Medan at 3:35 a.m. and arrived in Cengkareng at 5:45 a.m. That is why we only sent it to you a day after your flight.

We also apologize that our staff did not respond politely to your case. For us, our guests are very precious and we will do the best for them so that they will feel safe and comfortable flying with us.

Thank you so much for your letter and we will improve our service in the future.

RYANA YAHYA NASUTION
Senior Executive Corporate
Public Relations
AirAsia
Jakarta