Founder Tan Sri Tony Fernandes stated that airlines are still waiting for an explanation from Microsoft and will seek compensation after a major system outage caused millions in losses across major airlines.
In a post on LinkedIn, he mentioned that global airlines, banks, and financial institutions were affected by the incident.
While the American cybersecurity company CrowdStrike has issued a public apology, Fernandes emphasized that Microsoft must provide an explanation for the issue.
“They have no empathy.”
“These tech companies have no empathy. During the pandemic, they showed no sympathy for the plight of airlines, and now, when their systems fail, they expect our understanding,” he remarked.
“Regardless, what airlines need are answers and compensation!” Tony added.
Fernandes stressed the importance of learning and growing from this incident.
He explained that although AirAsia was initially at a loss when the system outage occurred, they were able to control and manage the situation by the second day.
“However, we will not become complacent and are prepared for potential disruptions in the future,” he assured.
Manually manage passengers
Fernandes revealed that after the incident, the airline resorted to manual methods to serve passengers, deploying over 100 Allstar volunteer employees to assist with check-ins and baggage handling at airports.
“This situation reminded me of the early days of the company 23 years ago when the entire service process was manual, providing sincere service to passengers.”
“We take pride in our ability to minimize the likelihood of flight cancellations,” he wrote, expressing gratitude to passengers for their patience during the incident and commending the efforts of the employees.
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