Jakarta (ANTARA) - The Ombudsman of the Republic of Indonesia (ORI)\nhas reminded that passengers require fast, consistent and easily\nunderstood information in situations of flight disruption caused by the\nspread of volcanic ash from Mount Anak Krakatau.<\/p>\n
Ombudsman member Robert Na Endi Jaweng, when contacted in Jakarta on\nTuesday, said that in conditions of flight disruption caused by natural\nfactors, flight safety is the highest priority, but it must go hand in\nhand with certainty of information and service to passengers.<\/p>\n
\u201cAt the same time, passengers still have the right to receive clear\ninformation, certainty of service, and proper handling. Operational\nuncertainty must not become a burden for passengers,\u201d he said.<\/p>\n
Therefore, he emphasised that every change in flight status needs to\nbe communicated promptly so that passengers can determine their next\nsteps.<\/p>\n
\u201cPassengers must not be left waiting without certainty. They need to\nknow whether their flight is still operating, delayed, cancelled,\nrescheduled, or diverted,\u201d he said.<\/p>\n
Robert said the information must be conveyed clearly through a single\nofficial channel (single entry) and in real time.<\/p>\n
Robert conducted monitoring of passenger services at Soekarno-Hatta\nInternational Airport in Tangerang, Banten, on Monday (7\/9).<\/p>\n
A number of flight activities have been affected by the situation,\nincluding cancellations, delays, rescheduling and flight diversions.<\/p>\n
The Ombudsman monitored the handling of passengers to ensure the\npublic receives clear information as well as proper service and handling\n(service recovery) during operational flight disruptions.<\/p>\n
In its field activities, ORI observed the communication of flight\nstatus information, the mechanisms for handling affected passengers, and\nthe readiness of officers to provide explanations to passengers.<\/p>\n
The Ombudsman also paid attention to the handling of schedule\nchanges, cancellations and flight diversions, including information on\nrefunds, rescheduling and baggage handling.<\/p>\n
ORI also noted the importance of coordination between parties in\nhandling flight disruptions caused by volcanic ash.<\/p>\n
According to Robert, information on volcanic ash conditions and\nflight safety developments needs to be translated into service\ninformation that can be understood quickly and easily by the public.<\/p>\n
During monitoring at Terminal 1B and Terminal 1C, the Ombudsman found\nflights from a certain airline still listed as on schedule, which was\nthen confirmed with one of the passengers.<\/p>\n
That situation drew ORI\u2019s attention because it has the potential to\ncreate uncertainty for passengers, especially as at the same time the\ntemporary closure of a number of airports was carried out based on\nflight information through the Notice to Airmen (NOTAM) issued by AirNav\nIndonesia as well as the results of paper tests conducted by the\nMeteorology, Climatology and Geophysics Agency (BMKG) to detect the\npresence of volcanic ash.<\/p>\n
In such a situation, he said, airline management must not make\ndecisions that differ from the authorities, even if only for the\npurposes of anticipation and precaution.<\/p>\n
\u201cOn the other hand, oversight by the Ministry of Transportation and\nthe Airport Authority is also being strengthened at various affected\nairports,\u201d he said.<\/p>\n
He emphasised that passengers need certainty regarding their flight\nstatus so they can determine their next steps, including whether to keep\nwaiting, reschedule, or receive other forms of assistance.<\/p>\n
The Ombudsman will further examine the coordination mechanisms and\nthe handling of affected passengers, including ensuring that the\ninformation provided to the public accords with developments in the\nflight situation.<\/p>\n
ORI reminded that in conditions of flight disruption caused by\nnatural factors, services to passengers must still be carried out\ntransparently, responsively and with a focus on certainty.<\/p>\n
Flight safety must be the priority, but passengers\u2019 rights to obtain\ninformation and proper service must also continue to be respected.<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/ombudsman-passengers-need-swift-information-during-flight-disruptions-1788850557", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }