‘The airline business is the biggest team sport in the world. When you’re all consumed with fighting among yourselves, your opponents can run over you every day.’ – Gordon Bethune, former CEO of Continental
Over the past week, the news surrounding AirBorneo has not been particularly encouraging. Reports of flight cancellations, lengthy delays and operational disruptions have generated understandable frustration among passengers across Sarawak and Sabah.
Although I am both saddened and disappointed by the negative news, as a strong supporter of AirBorneo, I also believe we should not shy away from discussing problems affecting any Sarawak-owned asset, especially one as important as AirBorneo.
Criticism, when made sincerely and constructively, is necessary for improvement. I am therefore pleased that the airline has acknowledged its recent shortcomings, apologised to affected passengers and explained the reasons behind the disruptions. Kudos to the airline’s management team for taking that positive step.
I have chosen to write about AirBorneo this week because I strongly believe the current situation should be viewed objectively and fairly.
I have been a proponent of a Sarawak-owned airline for many years and was overjoyed when AirBorneo finally became a reality.
In fact, I publicly called for the establishment of a Sarawak airline as far back as 2012, believing then, as I do now, that such an airline would serve the long-term interests of Sarawakians.
What should warm the hearts of all Sarawakians is that AirBorneo was not established solely as a profit-making venture.
The airline was created primarily to serve the people. Its mission includes improving connectivity, providing more affordable travel options and ensuring that Sarawak’s transportation needs are not entirely dependent on decisions made elsewhere.
For thousands of Sarawakian students, workers and families living in Malaya or overseas, a people-oriented airline can make a significant difference. Affordable fares and reliable connections are not luxuries; they are necessities.
That is why the recent wave of criticism directed at AirBorneo deserves careful examination.
I believe most of the criticism has come from Sarawakians themselves. These are not attacks motivated by ill will. Rather, they reflect the concerns of people who genuinely want the airline to succeed.
When passengers complain about delays, cancellations and poor communication, they are expressing legitimate frustrations because they care about an airline that they consider their own.
The authorities should recognise this distinction. Not every criticism is politically motivated or made in bad faith. Constructive feedback can be a valuable tool for improvement.
That said, AirBorneo cannot simply rely on goodwill and patriotism. Public support is important, but confidence must ultimately be earned through performance.
The airline’s management has explained that the recent disruptions were caused by several aircraft being unavailable due to scheduled maintenance and delays in obtaining replacement parts.
Such challenges are not unique to AirBorneo. Airlines throughout the world face operational difficulties, particularly when operating small fleets with limited spare aircraft.
Tourism Minister Datuk Seri Abdul Karim Rahman Hamzah is correct in pointing out that delays and cancellations affect many airlines.
Air travellers frequently encounter similar problems with larger carriers as well. Nevertheless, comparisons alone will not solve AirBorneo’s problems.
As a young airline with a relatively small fleet, AirBorneo is especially vulnerable. When even one aircraft is grounded unexpectedly, the ripple effect can disrupt schedules across multiple routes. This reality highlights the urgent need for greater operational resilience.
Several practical measures can help restore public confidence.
First, AirBorneo should accelerate plans to expand and strengthen its fleet. Whether through short-term leasing arrangements or long-term acquisitions, the airline needs sufficient backup capacity to minimise disruptions when aircraft require maintenance.
Second, communication with passengers must improve significantly. Many travellers become more upset by uncertainty than by delays themselves. Prompt notifications, transparent explanations and regular updates can greatly reduce frustration.
Third, customer service must become a top priority. Stranded passengers should receive immediate assistance, clear guidance and, where appropriate, accommodation and compensation.
Most importantly, I must stress that our very own airline must never lose sight of its original mission — serving the people of Sarawak.
When AirBorneo was launched, many Sarawakians saw it as more than just another airline. It became a symbol of Sarawak’s aspirations, confidence and growing ability to manage strategic assets for the benefit of its people. It was, and remains, a proud symbol of Sarawak’s identity.
Naturally, expectations are high. However, it is also important to remember that AirBorneo is only at the beginning of its journey. No airline becomes successful overnight. Building a respected carrier requires time, investment, experience and public support.
This does not mean we should excuse mistakes. AirBorneo must be held accountable and expected to meet high standards. But accountability and support are not mutually exclusive. We can demand better performance while continuing to believe in the airline’s long-term potential.
I remain optimistic. My position has not changed since I first advocated a Sarawak-owned airline more than a decade ago.
With competent management, government support, operational discipline, and the continued backing of Sarawakians and the wider Borneo community, AirBorneo can become a valuable asset to the region.
The airline has encountered turbulence during its early months. That is undeniable. But turbulence does not mean the journey has failed.
Let us therefore continue to offer constructive criticism where necessary, while also giving AirBorneo the opportunity and support it needs to grow.
Together, let us help AirBorneo succeed and turn it into an asset of which we, as Sarawakians, can truly be proud.
The views expressed here are those of the columnist and do not necessarily represent the views of Sarawak Tribune. He can be reached at sirsiah@gmail.com.
