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The very aptly responsible Chief executive of AirAsia - Tony Fernandes – took the time out to personally touch base with the affected families and parties, gathered his evenly dedicated employees, all while search and rescue teams did all they could to recover victims and left no stone unturned for 2 days to locate Flight QZ8501. During an interview, he was quoted saying, “The passengers were on my aircraft and I have to take responsibility for that.”
Fernandes’ response time was something very plausible as instantaneously after the relevant parties made an
announcement on debris that could very well be from the plane, he engaged the eager public through the social media website Twitter and issued a very heartfelt and personal apology. "My heart is filled with sadness for all the families involved in QZ8501," he wrote. "On behalf of AirAsia my condolences to all. Words cannot express how sorry I am." Other than issuing an apology, the visibly affected Chief Executive had earlier used the same medium, Twitter, to share that the incident was his “worst nightmare” and that his "heart bleeds" for the affected families of both the passengers and crews. He also posted his sincere gratitude for their undying "support and love for AirAsia". “I
apologize profusely for what they are going through. I am the leader of this company and I have to take responsibility,” Fernandes said at a televised news conference. Any form of leadership entails leaders openly accepting their
accountability for actions from their brand. “The passengers were on my aircraft and I have to take responsibility for that.”
Following that, we soon came to see that Fernandes’ offline actions was definitely on par with his tweets for when in personal contact with the families of the victims, he spoke to them in a very genuine and personal manner. He tweeted, “On my way to Surabaya where most of the passengers are from as with my Indonesian management. Providing
information as we get it.” One of the most prominent examples he set was when he actually flew to Palembang as an escort to a victim’s family who was a crew member.
Within merely hours of the tragedy unfolding, with the flight vanishing from radar after taking off from Surabaya in Indonesia, he was already in the main city to hold meetings with the affected families of crews and passengers. Simultaneously, AirAsia and their Indonesian team were issuing statements on the entire tragedy in real time in multiple languages and had a hotline introduced for families’ perusal. The most lauded fact about AirAsia was how amazing they were at communicating instantly with affected parties and going through every hole with detail and precision. Everyone saw the amount of effort they made to ensure everything was transparent without reluctance to withhold information that could be detrimental to their reputation. Instead, they provided all they could to the Indonesian government to assist with the search and rescue mission. Mentioned elsewhere, however, in Ad Age, “the Indonesians haven’t been as secretive or defensive, or as hostile toward outside criticism” as compared to Malaysia’s way of
handling their MH370 mission. When put together with Fernades’ quick thinking hands-on methods to the crisis from the beginning of it, this has been impeccably important to Air Asia’s current position in the view of the world. Mr Fernandes' extremely pro-active attitude shines in comparison with the unsure and poorly acted actions shown by Malaysia Airlines CEO Ahmad Jauhari Yahya when MH370 went missing in March.
Mr Fernandes will definitely have no trouble with continuing his legacy of an amazing leadership he has shown from the time he acquired the brand for RM1 way back then.
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