We landed at Soekarno-Hatta airport at 11:30 p.m. After 30 minutes of waiting, my baggage as well as the bags of about 40 other passengers did not manage to arrive. One of the AirAsia ground staff, R, dissatisfied the irritated passengers by saying that our baggage would be brought on the next AirAsia flight (QZ 7505, ETA 11:50 p.m.). He said our plane had been overweight, so the bags were taken on another flight, though AirAsia did not give prior notification before we boarded the aircraft.

The solution offered by AirAsia management — fill out a Property Irregularity Report (PIR) form — did not seem to solve the inconvenience felt by the passengers since it could not assure when our belongings will arrive.

When we finally claimed our luggage the next day (Monday, June 4, 12:30 a.m.), none of the AirAsia ground staff expressed any apology to the passengers.

AirAsia has to bear in mind that passengers’ rights are protected under Law No. 8/1999 on consumer protection, which states that passengers have the right for their opinions and complaints about services to be listened to.

On your flight, we had to off-load some of the baggage because the total passenger and baggage load was over the capacity of the aircraft. We did not purposely off-load some of the baggage; we had to do it according to standard safety regulations.

Unfortunately, your baggage was one of the off-loaded items.
All the off-loaded baggage was delivered on the following flight which left Medan at 3:35 a.m. and arrived in Cengkareng at 5:45 a.m. That is why we only sent it to you a day after your flight.

We also apologize that our staff did not respond politely to your case. For us, our guests are very precious and we will do the best for them so that they will feel safe and comfortable flying with us.