"We apologize for the inconvenience caused"

I received an email from an AirAsia guest support officer regarding to the delay this afternoon. I was so surprised, caused I was writing about the delay in this blog, so as if they have accidently came across the entry. Or it might be just a coincidence. Anyway the email reads......

-----------------------------------------------
From: guestsupport@airasia.com
To:
undisclosed-recipients:,
Show All
Subject: AAX Flight Delay Insurance Letter / D72602 / 27 Oct 08 / KUL-OOL

Dear Guest,

AirAsia X regrets the inconvenience caused by our cancelled flight.

Please find herewith a letter from AirAsia X for the purpose of travel
insurance claim.

While this situation is caused by circumstances beyond AirAsia X’s
control, we apologize for the inconvenience caused.

We truly appreciate your valued patronage and we look forward to welcoming
you back again real soon.


Thank You and kind regards,

Elijah

Guest Support

AirAsia Bhd.

Disclaimer :
This mail and any files transmitted with it are confidential and intended
solely for the use of the individual, entity or company to whom they are
addressed. If you have received it in error please accept our apologies
and notify the sender (details above). The unauthorised use, disclosure,
copying, alteration or dissemination of any information in this message is
strictly forbidden. This mail is not intended to be legally binding and no
liability is accepted by the Company for the contents of this mail unless
agreed in writing by a Director of the Company.
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Am sure many passengers have made complaints about the delay. Look, I admit it is a frustrating experience. You are not loosing money, time, but, your patience is also being tested too.

However, I always look at the bright side. We can't predict things, and we can never always assume things will come in your way smoothly. Always remember, eventhough you have design a clear, crystalise plan, it all depends on Allah will. And think of the difficulty that others are facing. You will find yours are not that critical compare to them. I always see the "glass half full". Things happen for a reason. In my case, the unfortunate event turned out to be fortunate in some way, such as, instead of landing at Coolongatta Airport which is 1 hour drive to Brisbane, we landed straight at Brisbane Airport. Plus with the price of an AirAsia ticket, we onboard MAS charted plane (a special service plane, even the stewardess were wearing different uniform from the normal batik uniform) with MAS hospitality as well. How lucky we were.

But I do hope AirAsia will improve their service. I have no problem with the service on board the plane. But I was really disappointed with the situation that we were facing the other day. They should have had a contingency plan installed, so that when this kinda situation happens, they know what to do, how to react, and how to inform people. It is like an "action plan".

And one more thing. Do any of you know about the "more than 2 hour delay" rebate? Well, apparently that do not applicable to AirAsia X.