Tony Fernandes CEO Blog

What a hectic two weeks, it has been. First Barcelona then Monaco which was a fantastic race with Heikki finishing as the quickest driver among the new teams; then it was a whistle stop in Tokyo to collect the Nikkei prize.

What really ended the week on a high though was AirAsia being named the Best Low Cost Airline by Skytrax for the second year running. This award means a lot to us for two reasons. First it is the second consecutive year which we’ve been given the accolade and second, the Skytrax survey is an independent worldwide passenger poll. Winning this gives us public and global recognition for the hard work we put in at AirAsia. For this I’m giving our AirAsia AllStars thumbs up for a job well done.

Operating more than 2,000 flights a day to move 24 million people over 120 routes while ensuring that we keep costs down, is truly a massive logistical feat and I am very proud that we have made it to be of world class standards.
They say that being at the top can be a curse because it leaves you nothing more to aim for. I reckon that’s only true if you don’t aim to stay there. What we would really like now is to score a hat trick and win this award again next year. Ultimately we would like to one day be voted as not only the world’s best low cost airline but the world’s best airline, period.

To get there I’m well aware of ways we can make things better. That’s why we take in and listen to all feedback and complaints from our guests, no matter how small. From queues to the in-flight experience to booking and the response from our guest support; we are working out ways to improve and serve our guests better.

I realise AirAsia is a subject that evokes strong emotions from people perhaps owing to our rather unique history, but mostly because so many of you fly with us. We will never forget that it is because of our guests that we are the success we are today. So yes, we know we’re not perfect but we’re sure as hell going to try to be.

Thank you all for your support.

It was back in September when I launched a competition on my personal Twitter and Facebook page. Simply tell me where and what route you would like AirAsia to fly to and you win free flights for a year. The response was overwhelming.

I know it’s been a long time coming and most of you are probably wondering when the winner of the competition will be announced if at all. Today, I’m going to announce a date. 8 December 2009 to be exact. On that Tuesday, I’m going to call some of my media friends to come along as I unveil the winners to the world. Have been tinkering with technology a bit lately and we’re going to try to experiment with Cover It Live at the event itself. So mark your calendars as I unveil the winners of the first competition on Facebook and Twitter to a year of free flights.

All I’m going to say is that one of the winners chose an Asian destination that we’ve been eyeing for a while now. Will see you on 8 December 2009. It’s all happening live. Let the drums roll.

I have received many letters both negative and positive in my years at AirAsia but this letter really moved me. It just goes to show how AirAsia has changed lives and how our dream of uniting ASEAN is fast becoming a reality. This wonderful appreciative man does not look at us as a Malaysian airline but instead as an ASEAN product that has made his dreams come true.

I just wish we can do even more for guests like him. Look at his wish list for us! But how do we set about fulfilling these expectations when we can't even seem to be able to get the details sorted out on our new home, the purpose-built Low-Cost Carrier Terminal at KLIA?

Four months have passed and we still have not heard from the Malaysian Airports Holding Berhad. I am despondent because if we had been allowed to go ahead with Labu, we would have done so much already. The country should not slow down private businesses, especially now in these testing economic times. We need low costs --- and we would welcome more efficiency and passion from MAHB so that we can make more dreams like those of the author of this letter come true.

In times when many focus on the negative, it is so wonderful to get this letter. Thank you Muliadi. You have made an old man very very happy.

Letter from guest

Dear Tony Fernandez,

We send our regards by Attaching my photos with my 4 children in royal palace bangkok. But your system can not allow it.

1. It is a great pleasure to have your letter. You are a legend. The world will remember you for the next 100 years. I will keep your letter to my grand-grand sons. Dou you have pen or anything else with your signature that you can send me so i can keep it too? I do not mind if you like to send me your first airplane. That must be very precious now and next 100 years.

2. How can AirAsia the World’s best low cost airlines because of us? If :
- you do not operate airasia and put the promotions everywhere, how can we fly to other country with cheapest price?
- If Tony Fernandez does not stay in the airport to meet the customers, to know what customers need, and have a passion to serve people, knowing people difficulties, how can I bring my wife, 4children, my mother in law, my father and my mother fly to other country?
- God created the world, to make people realize there is God. and we must see it. To praise and worship Him. He use Tony Fernandez to help us fly. By giving you the vision to see the imposible.
- You create the problems, and we love it.

3. By what you have done, indonesia, malaysia, singapore, thailand, laos , kamboja, myanmar, london, australia, india, received more tourists than before. Hotels, restaurant, shops, everything getting more profit. All the people where there is airasia, they love it. We are live! They are happy. Goverments in those country should give you rewards. But they do not do it nor say it. They just clap their hand. Because there is a song said”if you’re happy and you know it... clap your hands!” My mother 65 years, my father 70 years old, my mother in law 74 years, my children, my nephews, my sister in law, they are so happy these days because they know they will go to Kuala Lumpur on July 10, by airasia. Even it is still 3 months from now. For us$ 45/person return ticket. Low cost create happiness. When will you make promotion from Bali to London for Rp. 0,- cost? I do not mind order it 4 months before.

4. If i may suggests:
- Make agreement to airplanes factory, Buy more airplanes. Make it 7500planes in next 5 years. Open the route all over the world. Let People pay for that 7500planes and then fly them. Promote it:”WE buy the planes, you paid for it! Order now, fly next year”. I believe it will help airlines factories, countries in this global crisis.
- We need cheap rooms to stay during transit in Kuala Lumpur. Before we go to other destination. Nevermind if 1 small room have 6 beds. Like in the prison. Special for airasia passangers. As long as it cheaps, we are happy. In that hotel, we need 7 eleven. That’s it. Will you make that happen? Start from KL airport? Let people pay for that. ”WE built the cheap rooms for you, you paid for it! Order now, stay next year”.
Tony, i like you. You are special. I deeply thanks to you.

Best regards,
Muliadi Sumardi

Hi Everyone,

Firstly, thank you for giving me such a warm welcome to the world of blogging. I must say I really enjoyed reading the 150 comments and emails.

I have so much to say but I will start by trying to cover some of the comments raised by all of you.

Please call me Tony, so that's what I would like to be called. This is me, not a ghostwriter so pardon the typos and poor grammar. Just returned form London and went to watch basketball (my next project an Asean Basketball League - will tell you all about it soon) and today went to watch the Women's World Cup of Table Tennis as AirAsia was a sponsor.

Back to your comments. I will use this blog to share my experiences, give my views and share some of my inner thoughts on life and business.

I hope to meet many of you as you've requested and I'm always around the airport or planes so just come and say hi. You may also see me at a Tune Hotel. Someone asked did I play Ping Pong, yes I did. Love the game. My main sports were Rugby Cricket and Hockey. Now I play the odd game of football and Squash.

Many of you have sent suggestions on AirAsia and complaints. I've set up an email for this and it's tony@tonyfernandesblog.com.

I would like to suggest that you use this email to send your suggestions or ideas or complaints to me. Would be easier for me to reply and I will reply. You can also send to the AirAsia Blog or Guest Support at AirAsia.

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