Fernandes’ flight of fancy: Demands compensation from Microsoft but ignores plight of his own passengers

Focus Malaysia:

Fernandes’ flight of fancy: Demands compensation from Microsoft but ignores plight of his own passengers

By Jonathan Liew

TAN SRI Tony Fernandes, the flamboyant and controversial CEO of Capital A Bhd (previously AirAsia Group Bhd) is once again making headlines.

This time, he is demanding compensation from Microsoft for a recent CrowdStrike outage that disrupted his AirAsia airlines operations. The irony here is almost too perplexing to digest.

Here we have a top executive known for his airline’s less-than-stellar record on customer compensation now clamouring for reparations. It’s a plot twist worthy of a tragic comedy!

Fernandes’ demand for compensation from Microsoft would be amusing if it weren’t so hypocritical. Under his leadership, AirAsia has garnered a damning reputation for its reluctance to compensate passengers – in real cash terms– for delays, cancellations and other service disruptions.

Has Fernandes suddenly discovered the importance of customer service when he’s on the receiving end of lousy performance?

One can’t help but recall the numerous complaints from AirAsia passengers left in the lurch. These are stories of traveller’s stranded for hours – if not days – with little to no communication from the airline and even less hope of compensation.

Attitude smacks of hypocrisy

This is especially so for those whose flight plans were cancelled during the COVID-19 pandemic. Four years have lapsed but there’s still no light at the end of the tunnel for those aggrieved.

They were denied cash refunds but forced into receiving vouchers instead. Not only that, many couldn’t use their vouchers for the original destinations. No explanation was given.

Yet, here we have Fernandes expecting swift compensation for the inconvenience and financial loss caused to him and his company.

This episode highlights a glaring double standard in Fernandes’ approach to accountability. When it’s AirAsia at fault, the airline is notoriously slow to acknowledge its responsibilities.

But when he and his company are on the receiving end of poor customer service, he suddenly transforms into a consumer activist.

His indignation at Microsoft’s service disruption would be more convincing if it weren’t for his airline’s abysmal track record. AirAsia passengers have long endured delays and cancellations, often without satisfactory explanations or timely compensation.

It’s a bitter pill for them to swallow, watching their CEO now demand what they’ve been denied for so long.

Let’s not forget that AirAsia has been fined multiple times for failing to comply with compensation regulations. In 2019, the Malaysian Aviation Commission (MAVCOM) penalised the airline for failing to disclose its additional airfare charges to customers.

Passengers have taken to social media countless times, sharing their frustrations over delayed flights and unfulfilled compensation promises. These incidents paint a stark contrast to Fernandes’ current demands.

Perhaps this experience will give Fernandes a taste of what his passengers have long endured. It’s easy to demand compensation when you’re the aggrieved party but far more challenging to offer it when you’re the one at fault.

Fernandes’ recent outburst should serve as a wake-up call, a reminder that the principles of fairness and accountability apply to all – including himself and his airline. – July 26, 2024

Main image credit: Getty Images/New York Times