BUDGET airline AirAsia has been crowned the World’s Best Low-Cost Airline for the 13th consecutive year – despite bagging almost half of the complaints made to the Malaysian Aviation Commission (MAVCOM) during the first half of the year (1H 2022).
Long-considered the global benchmark of airline excellence, the Skytrax World Airline Awards 2022 were decided by a survey of 14.3 mil customers of over 100 nationalities who reviewed more than 300 airlines from September 2021 to August 2022.
Congratulating AirAsia on the award, Prime Minister Datuk Seri Ismail Sabri Yaakob said it was a great milestone not just for AirAsia but for Malaysia as well.
“AirAsia has been a trailblazer in revolutionising low-cost travel in Malaysia and ASEAN, contributing significant tourism and economic benefits to our great nation.
“Thank you AirAsia for continuing to put Malaysian aviation on the world map,” he said in an AirAsia statement announcing the award.
Capital A CEO Tony Fernandes, who received the award at the Langham Hotel in London, UK, yesterday (Sept 23), said the award feels more special than in previous years as voters supported AirAsia despite the most difficult past few years, triggered by COVID-19.
“The fact we are back in the sky is incredible in itself, with no big business benefactors and virtually no flying for close to two years,” he said.
He thanked the Skytrax organisers, the more than 700 mil guests who have flown with AirAsia, those who voted for the group in the passenger’s choice awards time and time again and his Allstars team.
If there is one “silver lining” of the past few years, it is that AirAsia used the downtime in flying so the group can return “stronger than ever”.
“Blue skies ahead once again”
“Just a few days ago, we had record day sales, and using our data and tremendous brand, we are now able to provide our guests with a complete travel ecosystem where they can enjoy travel, e-commerce, logistics and fintech from our travel and lifestyle platform.
“Finally, I see blue skies ahead once again.”
He added: “We have survived, we have rebuilt and we are recovering to deliver greater value and choice than ever before.”
Meanwhile, Skytrax CEO Edward Plaisted said AirAsia redefined low-cost air travel in Asia and, despite the recent post-COVID-19 pandemic challenges, continues to be a firm favourite with customers.
“Winning (this year’s) award for the World’s Best Low-Cost Airline and (for) an extraordinary 13th time is a fantastic achievement and we congratulate all the members of the AirAsia family on this momentous occasion.”
On Monday (Sept 19), MAVCOM said AirAsia received the bulk of the 1,251 complaints it received during 1H 2022, comprising 42.1% (527), followed by Malaysia Airlines with 40.7% (509) and Batik Air (previously known as Malindo) with 7.9% (99).
For every million passengers carried, on the other hand, Malaysia Airlines recorded the highest number of registered complaints (199), followed by Batik Air (167) and AirAsia (95).
Flight rescheduling, flight cancellations and online booking collectively contributed to 46.1% (577) of total complaints filed.
The 1,251 complaints also illustrated an increase of almost eight times more complaints than the 157 complaints lodged within the corresponding period last year, MAVCOM said in its bi-annual consumer report.
The commission also advised local aviation service providers to take heed of the complaints breakdown as a guide to further improve service levels as well as address the root cause of prevailing issues. – Sept 24, 2022
Main photo credit: Reuters
