by ksetyadi on December 6, 2011
That was the first time I used AirAsia in my flight. It’s not because I’ve choose it myself but it’s because someone choose it for me. Some of you might probably know that I was the one who still worried about the flight in terms of safety. I’ve read so many articles and scientific research about the safety in flight and I’ve got so many answers, even proved facts, that the flight was and still safe until today. I want to ask to those who still worried about the flight, what would you do? The answers might vary but most of you will have this: a distraction.
It seems like not a perfect solution but it works for me so I brought my BlackBerry Playbook in order to distract myself from worrying anything. I’ve used the Playbook for a while in the middle of a flight and suddenly one of the stewardess remind the passengers to turn-off their electronic devices because we’re going to touch down. I turned off the Playbook then left it in the seat’s pocket.
It was all romantic flying with AirAsia until I remembered, just after I left the gate, that my Playbook still in the seat’s pocket. I returned to the airport and asked whether AirAsia QZ-7520 has been departured again. They said yes and I couldn’t do anything except to report this incident to the AirAsia’s “Lost & Found” department.
My tour leader, Tiur from Panorama Tours, helped me a lot in processing report about this incident. I have never ever experienced such a missing stuff on a plane until today. She helped me talked to the AirAsia’s staff, begging them to immediately inform someone responsible for this that my Playbook has been left on the plane. She explained to the airport’s security that I should report it immediately so I can enter the International departure/arrival and processed it as fast as possible (AirAsia’s Lost and Found department was placed in International departure/arrival while I was taking a domestic flight. It’s a little weird though. After all, it’s Ngurai Rai International Airport, Bali).
It was such a long process until one staff named Benny helped me create a report online so the other staff could check for the stuff I mentioned as soon as the plane was landed. He called another staff located in Jakarta via phone to inform about the left out stuff and really explained to me that they would try their best. At first, it sounds cliche as we all already knew what the words mean in Indonesia. But at last I do still hope they really tried their best. I asked for a deadline and he gave me 8pm. I would happily wait for that.
8pm. 9pm. 10pm. No news. I knew it. It was just a standard management words to say, “Sir, your Playbook was (let’s say) stolen. You can not get it back. We can not do anything for you. I’m so sorry.” I was in the middle of talking with someone over the phone try not to think about how crazy I was to believe in such a word. But then, it was 1.30am in the morning when my roommate brought a letter for me. It was from the hotel’s (Hard Rock Hotel, Kuta, Bali, by the way) receptionist informing that AirAsia has sent a notification that my Playbook has been found! At 1.30am! After midnight!
I was shocked. In a good sense, of course. I was wondered why they informed me about this in the middle of the night? Why didn’t they just inform me in the morning? I would be understand if they informed me at 6 or 8am in the morning, but why in the midnight? I came back to sleep and still thinking about why they’ve done it as if I was their first-class customer.
The rest was history. I took back my Playbook and said many thanks to Benny who called and text-ed me asking me when I would take my Playbook back. He probably increased his cellular bill when he called and text-ed me over and over again but at the same time, he successfully impressed me on how AirAsia treat every customers as if they were a first-class customers.
AirAsia, I’m fallin’ in love with you together with all your services and how you treat your customers very well. I’m going to see you again in my next flight. Thank you very much.