AirAsia Group CEO Tony Fernandes is disappointed with TV host/comedian AC Mizal for simply blaming AirAsia staff over his damaged luggage at klia2 in a viral Facebook video last Friday
On 13 April, AC Mizal had posted a video on his Facebook profile, complaining about his mishandled luggage after his flight from Penang to Kuala Lumpur.
In the video, which at the time of writing this story has over 893K views, Mizal had blamed AirAsia and the airline's customer service for his damaged luggage, saying that he was "frustrated" and "so upset" with the airline and its customer service and that he could not understand how AirAsia was named the "best low-cost carrier".
"My bag is crushed, and it's pretty new. The staff of the airline have not been helpful at all. I'm going to lodge a complaint with AirAsia management, and I hope they will not frustrate customers with such shoddy service next time. I used to travel a lot with this airline, but I've now changed my mind," the celebrity TV host had said.
However, Tony doesn't see much merit in AC Mizal's viral rant as luggage chutes at Kuala Lumpur International Airport 2 (klia2) are not handled by AirAsia or its staff.
A visibly upset Tony, who addressed the issue on Sunday in a Facebook Live video, advised the celebrity TV host to check the facts first before complaining about things on social media
"To simply blame AirAsia ramp boys is wrong. And... he should know better. Being a celebrity – check first," Tony says in his Facebook Live video, adding that AC Mizal should have contacted him about the issue rather than highlight it on social media.
Tony said that he has been hearing from several passengers who complain to him about their damaged luggage since last few months, however, AC Mizal should refrain from pointing fingers at AirAsia as the company does not handle baggage chutes at klia2.
"He really should have contacted me. Not our boys' fault – it's klia2's baggage chute system, which is very steep," he said in the video, adding that AirAsia has been working with klia2 to solve the system which is operated by Malaysia Airports Holdings Bhd.
"The chute system is faulty, it 'fires' luggage down to the carousels. Chutes should make luggage roll slowly onto the carousel," Tony explained the process.
The airline chief, while standing by the AirAsia staff, said that they are in touch with AC Mizal and are seeing how they can help him
After Tony's Facebook Live video, AirAsia's head of communications Aziz Laikar uploaded a video to his own Facebook profile, showing how a chute was "firing" bags onto a conveyor belt at klia2
"This is what Tony meant when he spoke about the klia2 baggage chute (in his Facebook live video today) which has caused damage to baggage... including Dato AC Mizal’s bag," Aziz wrote on his Facebook video that was uploaded on Monday.
Last month, a female passenger on an AirAsia flight from KL to Hong Kong was shamed after she decided to "upgrade" herself to a row of empty premium seats and make herself comfortable there: