Malaysia Airlines' delay voucher stuns Indonesian singer, but online sentiment is split

Flight delays are an all-too-familiar inconvenience for travellers, but the compensation that comes with them can vary widely depending on the airline. In a recent case, an Indonesian singer took to social media to share his surprise at the generous compensation offered by Malaysia Airlines after a two-hour delay.

Kunto Aji, a renowned musician behind hits such as Terlalu Lama Sendiri and Konon Katanya, shared an image on X of a RM35 (approximately IDR 120,000) food voucher, which could be used at various eateries inside the airport, including fast food outlets. Expressing his disbelief, he wrote, "How come they gave out an IDR 120,000 food voucher for a delayed flight? Shouldn't it just be a tiny biscuit and a glass of water? They're not afraid of losing money, are they? This must be rare."

Aji's post - which has gained 2.3 million views - sparked a wave of reactions, with many netizens also sharing their own experiences of flight delay compensation. While some had similar positive experiences, others reported receiving less substantial compensation, such as minimal snacks or none at all.

According to media intelligence companies, the post by Aji led to mixed sentiment - some praised the airline's service, while others highlighted delays and aircraft issues.

Tocanan reported an overall social net sentiment of -6%. In the 30 days before the post, discussions on Malaysia Airlines centered on new aircraft issues, Umrah travel improvements, and the "Time For" campaign, with a sentiment of -4%. Kunto Aji's post lowered it by another -2%.

Passengers expressed frustration with flight delays, luggage policies, and inconsistent compensation. Some airlines offered generous perks, while others only provided basic snacks. Indonesian customers raised concerns about fairness, and these inconsistencies contributed to negative sentiment.

On the other hand, positive discussions praised Malaysia Airlines for its service quality, with users expressing satisfaction with its hospitality and overall experience. Comments highlighted the airline's excellence, such as: "Malaysia Airlines emang the best" (Malaysia Airlines is the best) and "Dan jangan lupa Malaysia Airlines pelayanannya ciamik" (Don't forget, Malaysia Airlines' service is excellent).

Meanwhile, CARMA reported that before the voucher situation, conversations about Malaysia Airlines in Indonesia were 41.3% positive and 11.2% negative. After the situation, positive sentiment dropped to 22.7%, while negative sentiment rose to 30.7%. Many users were surprised by Kunto Aji receiving an IDR  120,000 voucher for a delayed flight. Netizens took the opportunity to share their own experiences with Malaysia Airlines and other airlines.

Nevertheless, the act of perceived generosity stands out in a region where passengers are often accustomed to small offerings, especially considering the challenges faced by airlines in Indonesia and other developing nations. Flight delays are common in the region, often caused by high demand and weather disruptions.

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In Indonesia and Malaysia, airlines are required by regulation to offer compensation for delays under certain conditions.

Indonesia's transportation ministry mandates that airlines provide drinks and meals for passengers if delays are below four hours, with a compensation of IDR 300,000 for longer delays or a refund for cancellations, according to the ministry's 2015 regulation.

Meanwhile, the Malaysian Aviation Commission stipulates that for delays of two hours or more, airlines must offer meals, as well as telephone calls and internet access. For delays extending beyond five hours, airlines are required to provide hotel accommodation and transport.

Malaysia Airlines is not always obligated to compensate passengers for flight cancellations or delays exceeding three hours if the disruption is caused by "extraordinary circumstances" beyond the airline's control, such as bad weather, political unrest, natural disasters, and unruly passengers.

During peak times like the New Year, there is often a surge in passengers, combined with the rainy season and unpredictable weather conditions. Government officials in both countries have called for effective measures to manage these challenges and ensure smoother operations.

In Malaysia, transport minister Loke Siew Fook stated that airlines should be required to fully refund passengers for flights delayed by five hours or more.

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