AirAsia apologises for flight delays during long holidays

AirAsia has apologised for domestic flight delays for over 10 hours during the long Hari Raya Aidilfitri and Labour Day holidays.

This comes as two passengers complained that their flight to Kuala Lumpur from Penang and Kuching respectively were re-timed to nine hours later and they experienced further delays upon arriving at Kuala Lumpur International Airport 2 (KLIA 2).

"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," said AirAsia in a statement today.

"AirAsia remains committed to always providing the very best in terms of safe, affordable and reliable air travel," it said.

Flight delayed by hours

Daphne Lee, 55, said her flight from Penang to Kuala Lumpur at 2.30pm on April 29, had been re-timed to 11pm on the same day.

"When I arrived at the airport and checked in my luggage, I found that the flight was further delayed to 11.45pm. The plane subsequently took off past midnight," she told Malaysiakini.

"For the first delay, I was informed via email a few days before the flight, but not the second delay," she said, adding no reason was given for both delays.

Lee, who was on a holiday trip, said she experienced a slight delay on her way to Penang.

"I didn't make a fuss. I was giving them the benefit of the doubt because the delays could be due to technical issues," she said, however adding it was tiring for her due to the huge crowds and long queues at the airport.

She hopes the airlines can keep its passengers better informed of such possible delays.

"Apparently, this is happening more and more often. I have heard that people travelling on domestic flights said their flights had been delayed for half an hour to about two hours," said the book editor.

Flight time changed twice

Meanwhile, Donna Tan, a 53-year-old retiree was upset that her flight from Kuching to Kuala Lumpur at 3pm on Wednesday had been delayed to 12.45am.

"Our initially booked flight time was 3pm but AirAsia re-timed it to a ridiculously late time of 11pm.

"Upon reaching the airport, we checked the flight information display board and it showed that it had again been re-timed to 11.45pm. We were shocked when at the check-in counter, we were informed that it had again been re-timed to 12.45am," she said.

"What an ending to our wonderful trip," she fumed.

"There was much grumbling and many tired kids and babies were crying and screaming in the plane… just imagine the chaos," she said.

Due to the delay of the flight, Tan said they were forced to pay an extra half-day charge for a hotel room in Kuching and an expensive ride back to their home.

"I wonder if the AirAsia insurance will cover all these unnecessary additional expenses?" she asked.

According to the Malaysia Aviation Commission (Mavcom) website, airlines are likely to provide compensation to help passengers get their travel plans back on track.

This includes hotel accommodation and transport for delays of five hours or more.

Passengers who have not been adequately compensated may lodge a formal complaint with the airline operating the flight before contacting Mavcom. - Mkini