The bird has flown, no thanks to AirAsia
I have observed an increasing tendency in recent years among low-cost airlines, particularly AirAsia, to leave earlier than the scheduled departure time, intentionally leaving behind any unfortunate passengers who do not happen to arrive at the departure gate well in advance of the boarding time.
The reason for flights departing early seems inexplicable to me, but perhaps some airlines merely try to ensure their flights statistically arrive on time or ahead of schedule so that they can claim to never be late.
On May 7, I missed a flight and was left behind precisely due to this unethical practice. I held a confirmed reservation on AirAsia flight QZ 252, scheduled to depart from Jakarta at 4.30pm, bound for Bangkok. Having already checked in online, I arrived at the boarding gate, in strict accordance with the directions shown on the boarding pass, some 25 minutes prior to departure (4.05pm), only to be told that, not only had all boarding been terminated, but that the aircraft had already departed some 30 minutes ahead of its scheduled departure.
I was utterly bewildered. I stood there speechlessly trying to comprehend the situation. I had received no prior notification of the shift forward in departure time. Moreover, AirAsia ground staff, far from offering any courteous explanation, instead insisted that the error had been mine alone, in that I had failed to arrive at the boarding gate in time. They refused to accept any responsibility, simply suggesting that I take the next flight, departing the following day, more than 15 hours later. I later realised that they also had altered the time I actually arrived at the gate in their computer system in order to default me into their rules about punctuality.
Adding insult to injury, I was offered neither a refund nor any compensation from AirAsia. As a result, I was obliged to incur, not only all the associated costs involved in spending a further night in Jakarta, but also all the additional costs involved in the issue, and purchase, of a fresh ticket.
This is actually the second time I have missed a flight in recent months due to departures prior to the scheduled time, both instances at the Jakarta airport. And, based on what I heard, I am not the only person to whom this has happened.
I might add that, as a senior lecturer at Thammasat University, this failure to depart at the scheduled time, caused me to miss an important meeting in Bangkok as well as a student examination scheduled for May 8.
With all due respect, Mr Tony Fernandes, CEO of AirAsia, apparently the company motto of “Now everyone can fly” is not entirely accurate.
Dr Nicolas Revire
Thammasat University, Bangkok
