Airline Founder Flies to Japan To Personally Apologise To Stranded Passengers.
The founder of Starlux Airlines, Chang Kuo-Wei, has gained international attention for personally apologizing to passengers who were stranded at Narita International Airport in Japan due to flight delays.
According to Taiwan News, Kuo-wei visited the airport on Sunday, May 7 to apologize to the 308 affected passengers.
In a video, Kuo-wei explained that one flight was delayed due to “really strong winds,” and added that the airline would offer full refunds to passengers. The second flight was delayed due to an aircraft maintenance check and exceeded the working hours of the flight crew, he told the passengers.
The delays caused passengers on two flights to spend the night at the airport on Saturday, May 6. Passengers were moved to another flight after the initial flight was delayed to 4:20 pm without explanation. They boarded the plane at 7 pm, only for the departure to be pushed back until 11 pm because another flight crew had to be found. The flight was eventually canceled, and passengers were told they would need to spend the night at the terminal.
Passengers were finally let off the plane at 1 am and given meals around 9:30 pm. The airline announced that the plane would take off at 6 am on Sunday, but the departure time was changed to 8 am.
Kuo-wei’s appearance at the airport to apologize was met with skepticism from many of the passengers, who had to buy their own breakfast after finally taking off 16 hours after the scheduled departure time. Despite the apology, many passengers were left dissatisfied with the experience.
This incident highlights the challenges that airlines face in managing flight delays and the importance of effective communication and compensation to mitigate passenger inconvenience and dissatisfaction.
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