Whilst airlines compete with their low-fare promotions daily, how many people are aware that airlines can cancel flights indiscriminately?

On April 30, I made an online booking to Langkawi with FireFly for five persons travelling July 2-4. Less than 72 hours before departure, on June 29, I was informed that my flight had been cancelled due to an upgrading of services. A refund of the fare would be given within three weeks, I was told. As I already had commitments for ground arrangements (hotel and tour bookings), I enquired if there were alternative flights at a different time or via MAS (since FireFly boasts of being a MAS subsidiary).

I also checked if I would be compensated for the ground arrangements which I would have to cancel, but was told to speak to a supervisor. On trying to reach him the following day, I was told he was available. Customer service personnel asked me to direct all enquiries/complaints to feedback@fireflyz.com.my .

After more than three weeks and a further reminder, the reply was that flights were cancelled with the intention of re-routing passengers via Penang or giving them a refund (but I was not given this option when I enquired on June 29 & 30).

Why are travellers always at the losing end? They are never compensated, while airlines are allowed to cancel their flights as they wish. May I suggest that airlines improve their customer services and protect their customers with the following recommendations:

» Have the courtesy to inform travellers as early as possible before ground arrangements are made/confirmed. As FireFly had been cancelling flights daily since June 9; I am baffled as to why I was informed only on June 29.

» Provide alternative airlines/flights so that travel plans and ground arrangements can be amended instead of cancelled;

» Compensate the traveller for monetary losses (cancellation of hotel/tour bookings or alternative transportation expenses);

» Relay flight cancellation information to the right person (at least one traveller in a group). Since I was out of town and couldn’t be reached, the message was passed on to an elderly man who happened to be at home to answer the call, who was unaware of the implications of the cancellation.

This will definitely be the first and last time we book with FireFly. We are frequent travellers on AirAsia and have experienced frequent flight delays but no cancellations so far. I hope the Transport Ministry, Consumers Association or relevant authority will look into protecting travellers from indiscriminate flight cancellations and delays.

Frustrated traveller
Kuala Lumpur

Source: The Sun – August 4, 2008