WHAT was supposed to be a pleasant trip to Colombo, Sri Lanka, turned out badly for a passenger of a low-cost airline when her flight was delayed several times.
Hema complained to Actionline that she had to spend extra for her trip. “Our flight was scheduled to leave for Colombo on March 31 at 10.25pm and to return to Kuala Lumpur on April 7 at 12.25am. But it was postponed to April 1 at 12.35pm.
“I can understand a delay of two to three hours. What made the delay worse was the unpleasant experience we had with the airline management.”
She said when she approached the enquiry counter, reasons for the delay could not be given.
“We called the supervisor, but he hung up on us twice. He provided little information and did not attend to customers.
“The customer service team was unprofessional in handling the problem.”
Later on, she said she was informed that the delayed flight was rescheduled.
“We insisted on being moved to another flight on April 1 at 10.25pm and return flight to April 9 at 12.25am.
“However, on April 1 at 4pm, we received a message that the flight was again delayed, this time to April 2 at 12.25am.”
She said had to pay extra to extend her stay in Colombo.
Apologising for the matter,
a spokesman for the low-cost airline said the delay was due to operational and technical issues.
“The decision from the duty manager depends on the availability of resources, and in this case, may be affected by the authorities as well.
“Nonetheless, the airline’s priority is always the passengers and we strive to put them on the next available flight as soon as possible.”
The spokesman added: “We apologise for the inconvenience caused by the unforeseen situation.”