Ignasius Jonan: 'Refunds are Lion Air Responsibility not Ours'

Liputan6.com, Jakarta - A number of Lion Air flights at the Terminal 3 Soekarno-Hatta Airport have been delayed for almost 48 hours. Many of its passengers showed their disappointment in the most anarchic way with some of them decided to hold the aircraft’s hostage.

It cannot be denied that such delay provoked the anger of these people as they were not informed, not given any assurance and were not given any food or drinks while they loiter for confirmation from the airline. The Minister of Transportation, Ignasius Jonan immediately advises the airline to address this issue quickly before it exacerbates.

"The issue is not yet addressed. Firstly, we need to help the passengers, Lion Air should refund their money because they have lost so much from this delay. Some of them perhaps have important meeting or gathering or anything else that they need to attend to, they have waited for so long, they have wasted money, energy and many more from this situation. It is in everyone’s best interest for Lion Air to take full responsibility. Lion Air currently does not have enough money to compensate all passengers so they should borrow from the Angkasa Pura II," Ignasius Jonan said at the Indonesian Armed Forces (TNI) Headquarter, Cilangkap, Jakarta, Friday (20/02/2015). 

Jonan said, Lion Air could make good use of other options. For example, if there is other airline heading for the same locations, Lion Air could ask their help for its passengers to be transferred. This is of course if there are still seats available. If there are seats available, Lion Air has to be the one responsible for the payment.

"Lion Air has to help financially, it is not the responsibility of the government because it is their fault and we are here to help by giving advice and options," he added.

Jonan further adds, Lion Air will be taught how to handle passengers more effective and efficiently because from this situation, it is clear that there is a strong miscommunication which worsen the already existing condition. Not to mention, Lion Air is viewed to be an airline that is much bigger than Garuda Indonesia. Due to its low price, more people resort to using lion Air for domestic flights.

"There should be an SOP as to address this kind of crisis, especially with the customers. Garuda has one, Pelni has one, Lion has to provide one as well. This is a big company, not a small one," he continued. (Akp/Tnt)