00:00 management of my airline.
00:02 And we would like to start with an address by Dato' Sri Azharuddin.
00:07 I would like to apologize from the bottom of our hearts.
00:11 And we humbly and sincerely regret our errors
00:15 in handling the matter
00:17 which have resulted in passengers stranded
00:21 at the airports.
00:23 On Thursday,
00:24 12 October 2023,
00:27 we attended a meeting with MAFCOM in the morning
00:31 and were present at KLIA Terminal 2
00:34 in the afternoon
00:35 in front of my airline's
00:37 check-in counters.
00:39 We observed
00:40 that the representative
00:42 from MAFCOM, Malaysia Aviation Commission
00:45 and Malaysia Airport Holding Berhad, MAHB,
00:48 had the situation under control.
00:51 Our affected passengers
00:53 were being redirected
00:55 to other airlines.
00:57 We were informed
00:58 that affected passengers
01:00 were given meal vouchers and temporary lodging vouchers.
01:05 I am here to say thank you very much, MAHB.
01:08 We understand
01:10 and note
01:11 the anger
01:12 and frustration
01:13 due to our error
01:15 and regret
01:16 we may have lost our passengers' trust in us.
01:21 This happened
01:22 due to a lack of contingency plan
01:25 as we were let down
01:27 by an 11-hour pull-out
01:29 by an investor.
01:32 We also acknowledge
01:33 our shortcomings
01:35 with both
01:36 MAFCOM
01:37 and the Civil Aviation Authority of Malaysia, CAAM,
01:41 in our failure
01:42 to initiate contact with the authorities
01:45 and passengers
01:46 much earlier before
01:47 we made our decision
01:49 to temporarily
01:50 suspend
01:51 the operations.
01:53 With regards to refunds,
01:55 we have consistently encouraged
01:58 the affected passengers to email us
02:00 at CustomerCare@MyAirline.my
02:05 to initiate
02:06 the funding processes.
02:08 We have started this process
02:10 on Thursday,
02:11 12 October 2023 itself.
02:15 To date,
02:15 we have received
02:17 18,000 emails
02:19 and we are doing our best
02:21 to expedite
02:22 the refund process.
02:24 I am pleased
02:25 to inform
02:27 that we have also established
02:29 a hotline today
02:31 at number 03
02:33 89
02:34 66
02:35 25
02:35 22
02:37 from 7am
02:38 to 6pm daily
02:40 for passengers
02:41 to initiate the refund process
02:44 and should they need other assistance as well.
02:47 It is important to note that
02:48 all staff are still under My Airline employment
02:52 and no one is placed
02:54 under unpaid leave
02:56 and no one
02:57 no one has been terminated.
03:00 For your information also,
03:01 we have met with the Ministry of Labour
03:04 to update them on this matter.
03:07 When will the refund process be completed
03:11 and when will your funding be secured?
03:14 I will answer the first question first.
03:18 Our funding, we don't know when it will be secured.
03:21 Most of the
03:23 the
03:25 investors are now in the final stages of negotiating with us.
03:30 So a matter of
03:32 time.
03:33 And once we get the funding,
03:36 once we get the
03:38 whatever we have,
03:40 then the process of
03:41 refund will start.
03:43 How much are we expected to return to the customers?
03:46 Because only so far 18,000 emails.
03:48 Are we expecting more and
03:50 roughly how much will have to be refunded?
03:54 All together, let me take notes.
04:02 The number of passengers affected is 135,000.
04:08 And they are from different destinations.
04:13 We don't have the actual amount.
04:22 About what?
04:24 Twenty...
04:26 Twenty two million.
04:27 Twenty two million.
04:31 Remember twenty, twenty two million.
04:33 Thank you.
04:34 Thank you.
04:35 Thank you.
04:37 Thank you.
04:39 Thank you.
04:40 Thank you.
04:41 Thank you.
04:42 Thank you.
04:43 Thank you.
04:44 Thank you.
04:45 Thank you.
