YLKI records 79 consumer complaints regarding flight schedule changes
Jakarta (ANTARA) - The Indonesian Consumers Foundation (YLKI) has recorded 79 consumer complaints in the air transport sector regarding flight schedule changes throughout the 2020–2025 period.
YLKI Chairperson Niti Emiliana presented this data during a judicial review hearing of Law Number 1 of 2009 concerning Aviation at the Constitutional Court (MK) in Jakarta on Monday.
The ninth session of Case Number 190/PUU-XXIV/202<0xA0>26 was scheduled to hear testimony from YLKI regarding the judicial review of Article 146, the Explanation of Article 146, Article 170, and Article 176 of the Aviation Law.
“Based on YLKI’s experience in receiving and handling consumer complaints from 2020 to 2025, there were 79 recorded complaints specifically in the air transport sector related to flight schedule change issues,” said Niti.
In addition to schedule changes, she noted that issues regarding flight delays, cancellations, compensation, refunds, baggage, and service information are frequently reported by consumers every year.
According to her, what is vital for consumers is not merely the schedule changes or delays, but how consumers receive information, the certainty of responsibility, and the recovery process when they suffer losses.
Regarding Article 146 of the Aviation Law, YLKI believes the issue is not just the existence of norms regarding carrier responsibility for delays, but also the implementation of obligations and consumer access to information regarding the causes of such delays.
Handling delays is further regulated under the Ministry of Transportation Regulation Number 89 of 2015, which includes the obligation to provide information regarding the causes of delays.
“However, based on the complaints received by YLKI, there are still consumers who do not receive clear and timely information regarding the causes of delays,” she stated.
Regarding Article 170, YLKI views compensation as an essential instrument for restoring consumer rights when services are not provided as promised.
However, Niti argued that consumer protection is not solely determined by the amount of compensation, but also by the certainty, transparency, and ease with which consumers can obtain it.
YLKI noted that flight delays can result in consumers missing connecting flights, incurring additional costs for transport or accommodation, or experiencing other losses.
“Therefore, YPLKI believes there must be a distinction between compensation determined by legislation and indemnity for actual losses experienced by consumers due to flight schedule changes,” said Niti.
“That said, YLKI emphasises that every delay does not automatically mean the carrier must pay for all losses experienced by the consumer. Claims must still be assessed based on the cause of the delay, the carrier’s responsibility, the type and amount of loss, the link between the delay and the loss, and other available evidence,” she added.
Constitutional Court Judge Enny Nurbaningsih subsequently requested that YLKI provide data regarding the complaints received by the institution, including how consumer reports are responded to.
Before closing the session, Constitutional Court Chief Suhartoyo stated that the next hearing would allow petitioners to present two experts and two witnesses for testimony on 7 September 2026.
The petition was filed by nine advocates and two law students questioning the transparency and legal certainty for passengers regarding flight delays.