Just a btw note, GST will actually be a substitute for the existing sales and service tax you guys are being charged now. But on what sellers are marking up post-GST, God knows.
Anyway, we had an amazing great getaway in Penang with loads of food adventures and of course a visit to the beach. I'm starting to think that I'm a beach girl. I just don't like the sun, although for picture purposes the sun will come in handy.
We decided to head back to KL in the evening because we had a meeting for Double A at night. Guess who made it possible for us not to have the meeting? Our Airline.
Our flight was at 5pm, and we were making our way to the gate at 4.45. Hurriedly we went straight to the door, thinking that we were already late because there was no queue and there was a huge sign on the board saying CALLING. I thought "s*** we're the last, it's gonna be so embarrassing to walk into the aircraft last". Turned out the plane has yet to arrive. So we thought it may be on its way. Spoke to some disappointed passengers and they said that actually the flight has been delayed to an unknown time.
My first thought: Then can you please bring that freaking CALLING word down and put DELAYED instead?
20 minutes passed and we started seeing a mini commotion at the counter. Feeling a little left out, Aiman decided to be a little nosy and started joining the commotion. Found out, the flight has actually been CANCELLED. Not delayed.
My first thought: Make an announcement.
I asked the counter why no announcement. They politely explained that they wanted to, however passengers already started attacking their counter so they did not feel the need to. -_______-
We were then promised a flight 3 hours later at 8pm (did not bother fighting with the rest of the passengers who wanted to get on the 5.20pm flight to a different airport) and was assured that it is confirmed. So Aiman and I requested for a slip to go back out. I thought this is probably God's sign to allow me another round of Nasi Kandar before I head back to KL :D Btw, we got to McD and found out that there is a special lane for delayed flight passengers, but of course we did not get that coupon which upon checking later on, they said "oh kami ada coupon untuk delayed flight". Why thank you.
Long story short, at 8pm when they called for all passengers to board, we still have yet to receive our new boarding passes! The person in front of the queue was passing the message to tell us that the Airline now may not have seats available and we may be pushed to the 8.20pm flight.
My first thought: You bring your Manager to the ground and manage this crisis. Don't go and call the poor counter girl and tell her to tell us sorry no more seats.
There was no point in getting angry to the person at the counter. She cannot make the call about who and who gets to go on the plane when there are a hundred people in front of her requesting for the next flight out. I went to the front of the line and said that they should have their manager down on the ground now to manage the many angry passengers ready to probably eat them alive by then. It is unacceptable that you promised me a seat for an 8pm flight and now you're telling me that there is no seat. It's either you take someone off the plane or you do not make a promise that you are unsure of, no?
She quickly took our boarding passes and assigned us seats in the 8pm flight. They did not even issue us new tickets. Oh well, as long as I get back to KL I'm all good :)
My point is, I am ok for a flight to be delayed or cancelled. In fact it probably saved my life if there were real problems with the aircraft and I definitely have them to thank for. But have the courtesy and better trained employees to manage crisis. Do not cancel a flight without notifying passengers because they may have already made plans for a connecting flight and stuff. And do not promise passengers something you are not sure of. I'm sure passengers would be more understanding when you tell them about your crisis management process, step by step.