Consumers were let down by
the service of one of the Indonesian airlines due to delays of flying schedule
which is not accompanied with clear information about the cause of the delay.
This is immediately responded by the National Consumer Protection Agency
(BKPN), represented by Vice Chairman of BKPN, Yusuf Shofie. David M.L. Tobing,
S.H., M.Kn. as Coordinator of Communications and Education Commission of BKPN
believes that the government as a
regulator should investigate the incident, because the last few days is the
culmination of the previous delays which often occurred.
“The government should not only provides a new route
permit, but also has to evaluate the existing routes, and if is necessary
should cut routes that already exist, in is necessary should cut routes that
already exists, in order to create balance between number of aircrafts, number
of routes, number of crews and management capabilities. Lion Air route service
should be reduced a few percent of the current service as a form of sanction, and
should re-evaluate if will be given a new route permit.
So it is inappropriate if the Minister of Transportation
will not issue sanction by not issuing a new route permit, because the existing
routes should be reduced, said David, on Monday (February 23). Lion Air should
seriously change its attitude so that consumer protection is prioritized,
rather than for seeking profit alone in order to pay off debt to buy or lease
aircrafts. Furthermore, the Minister of Transportation should revise Regulation
No. 77/2011 on airline responsibility, especially concerning the amount of
compensation for victims of flight delays and cancellations.
Because it is not only the ticket price which is
considered as a loss for consumer, but there are many other losses suffered by
consumers, including transport to and from the airport, key performance
indicator should be set, namely “percentage of punctuality of arrival of an
airline at the destination,” so that automatically departure tome should also
be timely.
If it does not reach the target set, the authorities
should give a stern warning to the airline. Thus, it is expected that all the
related sub-systems should be fixed by the airline so that the main indicator
can be achieved.
In the future, it is necessary to set up a system of
dispute resolution which process is fast, not following the dispute resolution
procedure which is currently in effect and which is currently in effect and
which process takes years, because in Law No. 8/1999 on Consumer Protection,
losses must be compensated within a period of 7 (seven) days, he explained.
Such occurrence is not expected to recur, and all airlines could fly on time
according to the schedule they set.
Lion Air Statement
Meanwhile, an official statement from Lion Air is as follows:
some Lion Air flights have been delayed since Wednesday, February 18, 2015.
This is because there are 3 Lion Air fleets which are damaged by foreign
object, one in Semarang and two in Jakarta. “There are three of our aircrafts
that are damaged by foreign object on Wednesday morning. This led to a series
of disturbance of flight schedule. Moreover, the damage of the 3 aircrafts
occurred during in the peak season of Chinese New Dwiyanto Akbar Hidayat,
Corporate Secretary of Lion Air.
“On behalf of the management of Lion Air, we apologize
for the inconvenience experienced by the passengers. We ensure that we
implement Ministerial Regulation No. 77 regarding passengers compensation. We
are also giving a full-refund option.
Lion Air management did not keep silent, and kept trying
so that this problem can fly as soon as possible. We have taken the necessary
steps. One is that at the moment we are working to send 6 spare planes. But it
will take time for flight documentation, “he said.
“Obviously, we comply with the regulations and implement
ministerial Regulation No. 77 concerning passengers compensation. Although we
had a small problem, which is limited cash at the airport because it coincides
with holiday. We will also facilitate passengers who wish to cancel flights
with refund.” (E)
Business News - February 27, 2015
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