15 Years in a Row: What Sets the World’s Best LCC Apart? An Interview with CEO Tony Fernandes

AirAsia has been selected as the world’s best low-cost carrier (LCC) for the 15th consecutive year by aviation rating agency Skytrax, according to CEO Tony Fernandes, who shared the secrets to their success and plans for future business expansion.

– You’ve been rated the number one LCC in the world for 15 consecutive times. What’s your winning formula?
Fernandes (Responding to all questions): “Today, every CEO of airlines, their cabin crew, and pilots were all saying they love the energy of AirAsia’s staff. We call ourselves Allstars, and that’s where we differ. The difference lies in our people and their resilience. So, the answer is ‘people.’ Another thing is honesty. We know we’re the best while also being aware that we can improve, and we’re determined to get better every year.

One great thing about AirAsia is that we’re never afraid to say we can improve or admit if we’re wrong, and that goes for how we treat people as well. It’s about humility, sincerity, and resilience.”

– How have you made this possible?
“It’s about having a product people love. We continue to offer low fares. Of course, fares are rising, but they remain affordable. And we’re providing services to people who were underserved. This is a very strong product, not just about fares, but also about providing excellent service.

Today, I think we dominated the show (awards ceremony). Every airline came to me saying, ‘We cannot believe AirAsia’s energy.’ Just now, I heard someone from Iberia Airlines planning to fly on AirAsia. It’s really all thanks to our people. But we’ve overcome and are now starting to grow again.

It’s exciting for Malaysia. For an airline, to be the best for 15 consecutive times is something no brand worldwide has ever achieved.”

– Are you getting tired of winning this award?
“Not at all. It’s a testament to all of my 21,000 staff. Not just the cabin crew, but perhaps those with the most challenging job of all, ensuring customer happiness. Customer service had a lot of refunds and problems. So even though we keep winning, we’re still desperate for credibility.”

– What does this award mean for passengers?
“Well, it means flying with the world’s best LCC. Of course, there’s always noise, but the noisiest are the few. But we’ve been victorious 15 times in a row, so it’s quite a good product. Despite not having all the equipment. Last year we carried 57 million people. This year, about 80 million, almost reaching pre-COVID levels.

We didn’t receive any government support, so we had to cover all refunds ourselves. But, as I’ve always said to our customers, it’s better this way. We survived. So rather than going bankrupt, we can actually return the money. Bankruptcy would mean losing your money forever. So, I’m proud of the staff who handled all the refunds. I think there are still a few left in the Philippines. We continue to innovate and strive to improve. We are honest. We know we can be better.

Our head of communications said he wants to be the cleanest airline in the world. That’s the kind of airline we are – honest, very ambitious, and always trying to take on new challenges. We listen to our customers and try to improve. Like any service industry, we don’t seek perfection. We do our best.

Without AirAsia, the world would have been a poorer place. Our employees would have had to work for other airlines. And as you can see from their energy, we have a beautiful culture. So, for us to be alive and continue flying to new destinations, whether to Nairobi or Cambodia, fulfilling dreams, is the reward for our passengers. Thanks to AirAsia, many people have been able to travel to a lot of destinations. That’s why we’ve really survived.”