AirAsia CEO Tan Sri Tony Fernandes has responded to the recent in-flight drama involving one of the airline’s flights in Chongqing, commending his cabin crew for their professionalism during the incident.
In a video shared on Tony’s Instagram, Malaysian entrepreneur Datin Winnie Loo was seen speaking to Fernandes while onboard a flight, where she brought up the incident and said she believed the crew handled the situation well.
“You see how great your crew really is”
Fernandes agreed, saying he was proud of how his team managed the situation and highlighted that such moments reveal the true strength of a cabin crew.
He explained that while the job may seem easy when everything goes smoothly, it is during difficult situations that a crew’s capabilities are truly tested.
When things go wrong, that’s when you see if your crew is really great… and I think they did very well. I’m very proud of them.”
Stayed calm despite aggressive passengers
Fernandes also acknowledged that dealing with passengers can be challenging, noting that some may become aggressive.
However, he pointed out that the crew remained calm and composed throughout the incident, which he believes reflects their training and professionalism.
During the exchange, Loo also praised Fernandes, saying the airline’s service culture may stem from his leadership.
She described him as down-to-earth, adding that he often interacts with passengers, shakes hands, and even helps crew members clear rubbish onboard flights.
“We will always find a way”
Fernandes ended the video by acknowledging that it is currently a challenging time for the aviation industry, especially with rising oil prices.
Despite this, he reassured that AirAsia would continue to adapt and push forward.
It’s a tough time now… but we will always find a way.”
