We refer to the letter Totally unexpected response to AirAsia complaint .

We thank ‘Give Us A Fair Go’ for flying AirAsia and highlighting this matter. We indeed regret the unpleasant experience and we appreciate this opportunity to explain.

AirAsia upholds high schedule integrity and will only re-time flights when it is absolutely necessary. We do not re-time flights without a valid reason, as it will only hinder the rest of our flights for the day.

We do our best to minimise flight re-times, but some situations are simply unavoidable and these include unscheduled maintenance. As an airline, we never compromise on the safety of our guests.

As a responsible service provider, AirAsia adheres to all laws, codes of conduct and best industry practices in every country and region that it operates, to ensure that its customers in all markets enjoy a quality AirAsia experience.

Since we started operations as a low-cost carrier seven years ago, AirAsia has carried over 65 million guests across Malaysia and the region. The low-cost carrier model of AirAsia requires high aircraft utilisation that results in a high frequency of flights, lower costs and higher productivity.

AirAsia operates more than 270 daily flights in and out of Kuala Lumpur alone and has consistently achieved an on-time performance of over 80%.

Our Guest Support personnel will be in touch with ‘Give Us A Fair Go’ to settle this matter amicably.

The writer is attached to AirAsia Communications .