27 November 2009
WE wish to respond to the letter published in The Star on Nov 25 (“AirAsia, think before you reschedule”).
AirAsia would like to apologise for the inconvenience caused to the writer due to the rescheduling of our flight from Penang to Kuala Lumpur on Feb 14, 2010.
Unfortunately, rescheduling of flights is a common procedure among all airlines, not only AirAsia. What we try to do in such circumstances is to ensure our guests are informed of such changes well in advance of their travel date.
In the case of flight AK5353 from Penang to Kuala Lumpur, all guests were informed of the change three months before the date of departure.
We clearly state in our terms and conditions (Article 9.2) that we may reschedule flights where we reasonably consider it to be justified by circumstances beyond our control, or for reasons of safety, or commercial reasons.
Nevertheless, we would like to assure our guests that at AirAsia, we uphold high schedule integrity and will only retime flights when it is absolutely necessary. Given the high utilisation of our aircraft, re-timing our flights actually creates a “domino” effect, affecting our whole schedule.
Thus, when we are forced to implement such measures for reasons beyond our control, we only do so after careful consideration of both the interests of our guests, especially those connecting to other flights, and the schedule of the airline.
NAZATUL EKMA MOKHTAR (NAZ),
Communications, AirAsia Bhd, Sepang