Umno has used race and religion to divide the people but it does not give Tony Fernandes, of AirAsia the right to emulate them and misuse religion for his own ends.

air asia plane 280907 Photographs of a miniature, decorated Christmas tree, on the roof of Fernandes's white convertible, bearing the message: "Help Tony share the holiday spirit" are familiar. Posters which read, "Say no to airport tax increase", are stuck on the sides of the car.

There is nothing Christmassy about the whole spectacle. The tree's role is to draw attention to AirAsia's run-in with airport operator Malaysia Airports Holdings Berhad (MAHB).

This cheap publicity gimmick is another blatant disregard for the sanctity of Christmas. It is tacky and tasteless.

Fernandes may rule the skies, but he lacks support from passengers and airline employees. The public feel cheated. Airline employees are demoralised.

He has tried to milk our sympathy by claiming to be on the side of the air-traveller in his public spat with the MAHB. His fury stems from the latest airport tax increase and the spiralling cost of the new KLIA2 LCCT, estimated at RM3.9 billion, twice the original estimate of 2009.

Match met

Fernandes has finally met his match with the MAHB. He vented his anger on Twitter , with posters plastered around the LCCT, with pop-over messages on internet bookings and with the Christmas tree gimmick.

NONE Fortunately, he can spread awareness about the tax hikes to passengers and try to enlist their support. But who helps the passengers when they need help?

Equally, who speaks for the thousands of Malaysia Airlines (MAS) and Firefly employees who fear for their future?

When AirAsia and MAS announced their share swap (merger according to sceptics), Fernandes and the Malaysian government had no qualms about Fernandes monopolising our skies, squashing fair competition and the lack of choice.

Complaints about AirAsia are reportedly on the rise. Hidden charges are incurred from the time one books a ticket online, to the time one has to telephone to speak to customer service. Changes incur stiff penalties and refunds are not given.

The telephone helpline is expensive, credit card charges are hefty and there have been complaints of shoddy service. Rural passengers with no access to internet bookings pay more for manual bookings.

Further outrage was fuelled with reports that AirAsia withheld payment to MAHB, of the taxes which the budget airline had collected from passengers.

In March 2010, an online news portal disclosed that AirAsia owed RM132 million in airport tax to MAHB.

AirAsia successfully negotiated for a discount on backdated payments and settled RM112 million in arrears. It also received an incentive of RM25 million from MAHB.

Passengers feel cheated that savings have not been passed onto them. The monies would have accrued millions of ringgit in interest.

Thus, the unpaid proportion of the monies, should be repaid, with interest, to the passengers. All passengers should demand this repayment.

Firefly grounded

MAS has also been prevented from fulfilling its role as a community service provider.

firefly airline In 2007, Idris Jala, the former MAS MD, said that the routes serviced by the MAS subsidiary, Firefly, were "not served by MAS or other airlines".

Firefly, he said, would boost MAS' revenue and targets: "We would like to call it a community airline with a low cost base. It will be a profitable venture."

Today, East Malaysians have lost their lifeline, the Firefly service, and many travel agents, are furious.

Passengers when contacted said, "Fernandes has made things worse. AirAsia's stealth charges are crippling. Since the share swap, prices have skyrocketed."

Someone who switched loyalties from MAS to a middle-eastern airline thinks the public should not support Fernandes. "Prove his commitment by getting rid of the deadwood in MAS. Cure the wasteful culture in MAS first. Get rid of dodgy contracts and political interference. Give us back an airline we can be proud of."

A former MAS employee alleged, "In my time, there was a lot of pilfering in MAS. Gift packs, toiletries, food, drink, blankets.... I know it is still happens. We did not think it was unethical. Senior management stole billions".

NONE Meanwhile, passengers using AirAsia want an efficient service from the time of booking, to checking-in and disembarking from the plane. High safety standards and courteous staff are also important.

Reports about the poor MAS quality of service have also increased. Complaints of over-booking and of seats being given to members of the entourage of VVIPs are common.

A frequent flyer on MAS said, "During Raya, when the MAS Golden Lounge was quiet, MAS employees took food reserved for the passengers. One ate whilst pushing the food trolley. Another, whilst leaning against the drinks counter. A male colleague smuggled a plate of food to the back. MAS lacks professionalism."

No acknowledgment

A Malaysian returning from Europe alleged that ten months after lodging a complaint, he has yet to receive an acknowledgment. He wonders whether station managers are covering up inefficiencies and have not informed KL head office of the backlog of complaints.

A multi-national company said that their foreign clients complained about the poor command of English, of MAS employees manning their telephone lines in Malaysia.

But the angst is not limited to passengers. Employees allege that the national carrier will stop serving ‘the Americas', and that AirAsia would manage these routes.

Staff fear terminations and allege that Fernandes has created a culture of fear with people allegedly snitching on each other.

klia airport 141105 mas aircraft at the terminal Certain grades of employees have been told to reapply for their jobs, with the successful ones receiving new contracts with less favourable terms of employment, including fewer perks.

Wide bodied aircraft (Airbus/747/777) would allegedly be separated from the small bodied jets (737), which may also end up being sold. The 737 pilots feel their career prospects going into a tailspin, with little hope of flying bigger aircraft.

Aviation industry insiders claim not to know which way the industry is heading. Newly qualified pilots cannot be employed, senior managers are unable to plan, all because Fernandes has not divulged his plans to them. Everyone is in limbo.

Fernandes is ensconced with ‘Najib & co'. With Najib mum over the actual date for GE-13, his plans are also on hold.

Fernandes is understandably cautious. There is a distinct possibility that his backers may not be around to help him navigate the corridors of power, post-election.

 

MARIAM MOKHTAR is a non-conformist traditionalist from Perak, a bucket chemist and an armchair eco-warrior. In ‘real-speak’, this translates into that she comes from Ipoh, values change but respects culture, is a petroleum chemist and also an environmental pollution-control scientist.