Low-cost airline carrier AirAsia will be required to provide complete feedback on the multiple complaints of flights delays and rescheduling within the next 24 hours, said the Domestic Trade and Consumer Affairs Ministry (KPDNHEP).
In a series of tweets, Domestic Trade and Consumer Affairs Minister Datuk Seri Alexander Nanta Linggi said his ministry will be investigating the matter.
“Therefore, I urge the Ministry of Transport (MOT) and Malaysian Aviation Commission (Mavcom) to be more proactive and to find the best solution on the issue,” said Nanta.
Air Asia Tunda, Jadual Semula Penerbangan— Alexander Nanta Linggi (@AlexNantaLinggi) May 9, 2022
Sebagai menteri yang ditugaskan menjaga pengguna, saya mengambil maklum mengenai rungutan, aduan dan keluhan disuarakan pengguna berhubung kelewatan penerbangan Air Asia, membabitkan pelbagai destinasi dalam negara. pic.twitter.com/lpZMoFJjDk
In the tweet, Nanta also included several screenshots of angry AirAsia passengers venting their frustrations over the rescheduling of flights without prior notice, since the beginning of April.
He then reminded that consumers have the right to demand compensation to resume their journey but this is subject to several factors and reasons for flight delays or cancellations as outlined on the Malaysian Aviation Commission (Mavcom) website (http://mavcom.my).
Bagi makluman pengguna perkhidmatan penerbangan, anda berhak menuntut pampasan (tertakluk kepada beberapa faktor) bagi meneruskan perjalanan.— Alexander Nanta Linggi (@AlexNantaLinggi) May 9, 2022
“This may include meals, phone calls and internet access (for delays of 2 hours or more); hotel accommodation and transportation (for delays of 5 hours or more); and a full refund or alternative flight if the original flight is cancelled,” he wrote.
“If you feel that you have not been adequately compensated, please lodge a formal complaint with the airline before contacting Mavcom,” he added.
On 6 May, Air Asia has issued an apology to its customers following lengthy delays during the Hari Raya and Labour Day holidays.
“AirAsia apologises to any guests who have been affected by a disrupted flight this past week as a result of significant demand during the peak Hari Raya travel period.”
“As always, we did everything we could to minimise any disruption for our guests and to ensure everyone was able to get to where they are going as soon as possible during this important time of travel.”
“AirAsia remains committed to always providing the very best in terms of safe, affordable and reliable air travel,” the statement reads.