AirAsia Says Sorry After Video of Mishandled Bikes Goes Viral

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AirAsia takes the heat, apologises and waives fees to transport bicycles for April.

AirAsia has apologised to cyclists whose bicycles were seen to be poorly handled by ramp staff in a viral video.

“As a cyclist myself, I was pretty disturbed when I saw the actions of our staff. Rest assured, we’ve taken action. We are looking into the matter very seriously and stern action will be taken accordingly.

We are sorry. Bikes are for riding, not throwing. Here's our CEO's promise to you.

We are sorry. Bikes are for riding, not throwing. Here's our CEO's promise to you.

Posted by AirAsia on Thursday, March 22, 2018

“I hope we will continue to improve ourselves. Attention has been put into this particular example,” AirAsia CEO Riad Asmat said in a minute-long video that was posted on the airlines’ Facebook page on Thursday.

As a gesture of goodwill, he announced that the airline will be waiving all fees to transport bicycles for April.

Cyclist Fen Lim had posted a video of a few bicycles being “mishandled” by ramp staff upon his return to KLIA2 from Kaoshiung, Taiwan, recently. The video showing the workers throwing passengers’ luggage subsequently went viral.

AirAsia Group CEO Tan Sri Tony Fernandes revealed that while the ground handling company is a joint venture called GTR, the airline would take full responsibility for the incident.

“After meeting all my ramp boys and girls, I’m really disappointed. We are a company that if we make a mistake we stand up and take the heat. We will get better. Apologies,” he said in a Facebook post that was accompanied by the video.

Posted by Fen Lim on Wednesday, March 21, 2018

Lim thanked Fernandes for acknowledging the incident and taking action.

He said the video was filmed while they were still seated in their flight AK171 from Kaohsiung to Kuala Lumpur.

Just last month, a video that also went viral showed Fernandes telling AirAsia luggage handlers to be extra careful when handling check-in luggage.

“Don’t throw the bags anymore, kiss the bags,” he was heard saying in the video.