AeroJaya VP of Customer Experience: "We Only Just Realised Our Complaint Data Was Too Fragmented"
Following its lost-baggage crisis, AeroJaya has set up a dedicated team to consolidate complaint data across channels.
AI-assisted translation from Bahasa Indonesia, reviewed by Raka Mahendra, Managing Editor on 6 October 2026. The Indonesian original prevails in case of discrepancy.
Days after the lost-baggage crisis made headlines, CXinsight spoke to AeroJaya's VP of Customer Experience about the internal changes now under way.
We only just realised that complaint data from social media, the call centre and airport counters had never come together in one place. As a result, we were late in detecting patterns of systemic problems.
— Yusuf Pramono, VP Customer Experience, AeroJaya
Concrete steps under way
He pointed to the creation of a dedicated team tasked with consolidating cross-channel complaint data into a single dashboard, with the goal of detecting anomalies within hours rather than days.
Asked about compensation for passengers affected by the baggage crisis, he said the claims process had been accelerated but declined to give an exact figure for the number of claims already settled.