Jakarta, goldensamoyed Indonesia
—
Entering the holiday season, delays
flight
is a frequently encountered situation.Although it is no longer strange, passengers can actually ask for certain rights if they are delayed (
delay
) plane.
The Ministry of Transportation (Kemenhub) provides consumer protection through Minister of Transportation Regulation Number PM 89 of 2015 concerning Handling Flight Delays (
Delay Management)
on Scheduled Commercial Air Transport Business Entities in Indonesia.
These regulations explain in detail the categories of delays, passenger rights, and the airline’s obligations to provide compensation.This regulation is under government protection, so it must be fulfilled by airlines in Indonesia.
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Actually,
delay
can be caused by various factors.Several classifications of causes of flight delays are explained in the Ministry of Transportation regulations as follows:
1. Airline management factors.
Delay
This occurred due to an internal airline error.For example, pilot and officer delays, catering problems, operational disruptions, passengers checking in late, and planes not being ready to fly.For category
delay
In this case, the airline is obliged to provide compensation.
2. Airport Operational Technical Factors.
Delay
occurred due to a technical error at the airport.For example
runways
damaged, queues too long, late refueling, and flight time coordination problems.For category
delay
In this case, the airline is obliged to provide official information although it is not obliged to provide compensation if it is not the airline’s direct fault.
3. Weather factors and others.
Delay
occurs due to extreme weather or other causes beyond the capacity of airlines and airports.For example, heavy rain, storms, thick fog which makes visibility low, strong winds, disturbances at the destination airport, riots in the airport area, national security disturbances, and even natural disasters.For category
delay
In this case, the airline is obliged to provide official information even though it is not obliged to provide compensation.
Referring to the Minister of Transportation Regulation Number PM 89 of 2015, the following are the categories of flight delays and their compensation.
– 30-60 minutes late, compensation is given to passengers in the form of free soft drinks.
– Delays of 61-120 minutes, compensation is given to passengers in the form of drinks and snacks.Starting from a delay of 61 minutes onwards, passengers are given the right to choose to wait for their flight, be transferred to another flight, or request a full refund of the ticket cost.
– Delays of 121-180 minutes, compensation is given to passengers in the form of drinks and heavy meals.
– Delay of 181-240 minutes, mandatory compensation from the airline in the form of providing drinks, snacks and heavy meals.
– Delays of more than 240 minutes (4 hours), the airline gives passengers the right to compensation in the form of cash, amounting to IDR 300 thousand.
– Flight cancellation, passengers have the right to be transferred to another flight by the airline, or receive a refund.Tickets purchased with cash will immediately receive cash
refund
, but if the ticket is purchased non-cash then you will get
refund
via bank transfer for a maximum of 30 days.
If the plane
delay
, passengers can apply for the compensation above and receive their rights in the following ways,
– Ask for official clarification regarding flight delays through the airline.This aims to ensure that passengers know the reasons behind the delay.
– After receiving information regarding delay details, passengers can adjust the delay category based on the time described in PM Number 89 of 2015 to find out what rights they have.
– Prepare evidence, including tickets and
boarding passes
.
– Submit a compensation claim to the airline, use PM 89/2015 as a reference by including proof of delay.
– If the airline refuses or does not fulfill the passenger’s rights, immediately report it to the Ministry of Transportation’s 151 contact center or report to the Air Transportation Command Post at the airport.
Meanwhile, if a flight is delayed, airlines need to provide information and clarity to passengers regarding this matter.
Several obligations must be carried out by airlines when flying
delay
namely,
– Officially provide clear and open information to airplane passengers, explaining the reasons for delays, estimated time needed, and what compensation will be given to passengers.
– Deploy special officers including station managers or customer service who can handle complaints and passenger needs.
– Provide and provide compensation according to category
delay
.
– Record and document flight delays as a form of report or event that can be accounted for.
Passengers CAN Apply for Compensation if the Airplane is Delayed
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