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Merdeka.com – The tourism and aviation industry must swallow the bitter pill due to the pandemic of the corona virus or Covid-19. Many airlines around the world are now also temporarily suspending their services, due to travel restrictions and also to anticipate the spread of the coronavirus.
One of the low-cost airlines (low-cost airline) AirAsia had already taken steps to stop the flight. Because this condition is very unfavorable for the aviation industry.
AiAsia’s founder Tony Fernandes didn’t even think about the situation experienced by his company. Since the existence of this pandemic, no income has reached the company’s cash. Additionally, about 96 percent of AirAsia flights must stop.
This condition of not using cannot be condemned alone. Tony was dedicated to people who also became AirAsia’s flight services, how heavy the company experienced during the co-19 pandemic.
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Full report by Tony Fernandes
The following is Tony’s full stream of newsroom.airasia.com as quoted by merdeka.com:
When Kamarudin and I started AirAsia 20 years ago, we dreamed of making everyone fly. Unfortunately, we must let this opportunity pass us by for a while.
We are in a moment of uncertainty. I never imagined it, anyone would have expected it, but now everyone is affected by it. Therefore, I will be open and transparent to all of you at this challenging time.
It is undeniable that this industry is devastated, and we are no exception. This is perhaps the greatest challenge we have to face. There was no revenue for a while, 96 percent of our fleet did not fly, and we still have financial commitments that need to be met, such as fuel providers and aircraft rental agencies.
We make every effort to reduce the load during this period, so that we can recover as soon as possible and become the best low cost airline in the world, making everyone able to fly again with the best service.
We are one of the few airlines in the world that still maintains all of its staff. AirAsia is a big family and there are tens of thousands of Allstars (employees) who depend on this business for the survival and well-being of their families. Kamarudin and I will not take wages during this period and Allstars from all lines of business have accepted the offer of a temporary reduction in working time with a portion of between 15-75% depending on seniority level, to jointly bear the impact. of this situation in our business. I am grateful for the sacrifices of those who have always had a broad vision as they travel through this situation together.
Despite being full of challenges, I want to ensure that AirAsia is strong, stays focused on the future, and serves all of us, our customers. I also want to express your gratitude and appreciation from the deepest hearts to everyone for their loyalty to AirAsia. I hope that you and your loved ones are always in good and healthy condition during this difficult time. I sincerely apologize if many travel plans are affected. Like all airlines, AirAsia also has no choice but to cancel most of its flights due to travel restrictions imposed by the governments of various countries in an effort to curb the spread of COVID-19.
I understand that many of you have expressed disappointment at not receiving refund compensation, but I would like to invite you to consider offering a credit account balance as a better alternative. More than 80% of you have received credit account offers and we really appreciate this. Please understand that our policies are in line with many other operators in the travel and tourism industry, and reflect our focus on getting out of this difficult situation and returning to fly with you as soon as possible. We make sure to comply with all the regulations and requirements established by each country and consumer association, and we believe that this is the best solution. You are one of approximately 600 million customers who have flown with AirAsia, and we can’t wait to take you back after all of this is over.
We strongly recommend that you accept a credit account that can be processed faster and that is valid for 365 days, or the opportunity to change times multiple times, while we also continue to respond to refund requests on a case-by-case basis. However, due to the large number of requests, the refund process will take longer than usual, which is between 12 and 16 weeks.
I also admit that there are a lot of comments related to AVA virtual services. We make sure to take seriously all the input we take, and my team continues to make improvements to the system every day. Right now, our team and AVA face 10 times the usual number of requests, or around half a million customers every day.
We work tirelessly, without knowing the time, to help you all. We have mobilized additional staff to assist the customer service team, including around 1,800 Allstars from other departments who helped roll up their sleeves by volunteering, so now more and more customer service staff will assist you through the LiveChat feature, Facebook Messenger, Twitter and WeChat 24 hours a week.
We have never experienced this before. We also recognize that we are not always perfect, but we will do our best, whenever it is, for the good of our community and our customers. This situation is unexpected, but only temporary. We will rise higher than before, we will dye the sky red again and we will make sure that anyone can fly back.
Bye
Stay at home. Be careful. Let’s look to the future.
#InThisTogether
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