AirAsia Provides Explanation on Passenger Complaints Regarding Repeated Rescheduling

In response to complaints from AirAsia passengers affected by delays during the 2026 Eid al-Fitr holiday period, the airline stated that it has implemented Service Recovery Options (SRO) for all impacted passengers.

For context, a prospective passenger on an AirAsia flight from Malaysia previously shared their experience of being rescheduled twice by the airline. As a result, they were forced to extend their stay and pay for additional accommodation for two days.

“This adjustment affects several flights, including delays and cancellations, as a measure to ensure all operations continue to meet applicable safety standards,” quoted from AirAsia’s official statement, after Kompas.com received confirmation on Monday night (30/3/2026).

Acting CEO of Indonesia AirAsia, Achmad Sadikin, emphasised that safety remains the top priority in every operational decision.

“We understand the importance of the mudik moment for the community. However, safety cannot be compromised, and every step we take aims to ensure all flights operate safely,” said Achmad Sadikin.

To that end, he added, the company has increased communication and service efforts to ensure all affected guests can promptly receive the necessary information and assistance.

As a form of responsibility and commitment to customers, Indonesia AirAsia has implemented Service Recovery Options (SRO) for all affected passengers, which include:

In addition, Indonesia AirAsia also advises all passengers to regularly check flight status via the official website airasia.com or the AirAsia MOVE app.

Achmad Sadikin stated that Indonesia AirAsia extends its highest appreciation for the understanding, patience, and trust of passengers amid this situation.

“Indonesia AirAsia will continue to commit to improving operations and service quality to ensure a safe, comfortable, and enjoyable travel experience for all customers,” he said.