Reasons for the incident with the staff, crew, passengers who need special care.

Travel and Lifestyle Press Releases Thursday September 8, 2016 15:55
Bangkok--8 Sep--Thai AirAsia

I, as Chief Executive Officer of Thai AirAsia, and Mr. Tony Fernandes, Chief Executive Officer of AirAsia Group, express our deepest regrets and acknowledge our responsibility towards these past incidents, which were the result of poor communication between us and the passenger who filed a complaint. The situation on the day of the incident could only be described as highly sensitive and emotional for all involved but we maintain that our executives never obligated our staff to perform an act of prostration and only wanted the issue to be resolved in the best way possible.

We affirm that we highly value the feelings of our employees and are disheartened by what has happened to the staff member in question. We assure we will learn from these events and amend our policies accordingly and have our Customer Relations Department handle all passenger complaints in the future without the need for confrontation between passengers and cabin crew.

We acknowledge and appreciate our staff member's feelings towards what has happened and both Mr. Tony and I will today (9 September 2016) be meeting with the staff member and the staff member's family to extend our genuine apologies.


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