Kelas Manajemen Isu dan Manajemen Krisis Komunikasi Unika Atmajaya membahas tentang bagaimana menghandle krisis komunikasi. Memutar jarum waktu ke belakang saat Air Asia QZ 8501 jatuh dalam penerbangan dari Surabaya – Singapura.
Airbus A320 milik Indonesia Air Asia yang dinyatakan hilang kontak di sekitar Laut Jawa dekat Selat Karimata pada saat terbang dari Surabaya menuju Singapura pada 28 Desever 2014. Ada 155 penumpang dan 7 orang kru di dalam pesawat (Total 162). Pada 30 Desember 2014, puing-puing pesawat ini telah ditemukan mengapung di Laut Jawa.
Tragedi QZ8501 merupakan tragedi penerbangan terburuk ketiga dalam sejarah Indonesia, setelah kecelakaan Garuda di Medan pada 1997 yang menewaskan 234 orang dan kecelakaan Lion Air di Laut Karawang pada 2018 yang menewaskan 189 orang.
Materi tentang fase krisis komunikasi dan video seputar sosok Tony Fernandes diputar. Selain itu, dalam kelas Berbahasa Inggris ini, mahasiswa secara perorangan diminta membuat analisis menjawab dua pertanyaan:
- What is our lesson learned from this person –Tony Fernandes CEO of Air Asia- at QZ 8501 accident?
- Base on his example, what are the basic characteristics you should have during a crisis?
Menarik sekali jawaban mahasiswa.
Paul Rodrego, mahasiswa asal Jerman menjawab, “During a crisis, a good leader needs to stay calm, present, and human. It’s important to show up, listen with empathy, and take responsibility instead of hiding or blaming others. People look for honesty and clear communication, so being transparent builds trust. Quick, thoughtful action also matters, not to protect the company’s image, but to care for the people affected. In short, crisis leadership means being visible, accountable and real when it matters most.”
Sementara Ancelina Kudai, mahasiswi dari Papua memberi masukan, “The crisis management is very good and the CEO can be there when the mass of the plane loses contact because he also realizes that accidents in the aviation world will definitely happen, he does not avoid the incident, in fact he is open about the mistakes made by his company.
Openness and honesty is one thing that closes the public anger. As a leader, he is also willing to be slapped by a woman who lost her family, you could say, this also shows how important it is to prioritize the interests of the victim’s family who are customers of Air Asia.
After experiencing the tragic incident, it is precisely because of the company’s efforts, Air Asia is now recognized as the 6th safest cost-effective airline in the world by AirlineRatings.com in 2025. This shows the public’s good trust in the airline.”
Yemima Latupeirissa punya jawaban sendiri. ”Tony Fernandes taught us that crisis leadership means being visibly present, personally accountable, and genuinely human. When QZ8501 disappeared, he immediately met with families, suspended marketing, and communicated transparently.
I believe leaders must show up in person, speak with real empathy, take swift action, own responsibility completely, and prioritize people over image. A crisis isn’t about perfect words but it’s about authentic presence and putting humanity first when people need you most.”
Aycan Koc, juga asal Jerman, menjelaskan, “Tony Fernandes showed that good crisis leadership means staying calm, present and honest. He communicated clearly, supported the people affected and took responsibility. His example shows that a leader should stay human, act quickly and focus on people during a crisis.”
Tak kalah berkelas jawaban Sie Michelle Gladys, “Lessons that can be taken
– when AirAsia’s plane crashed, Tony Fernandes showed his responsibility as CEO by coming directly to the scene, facing the media and meeting the victims’ families.
– Tony Fernandes showed his caring and empathy by meeting directly with the victim’s family. Tony shows a sincere attitude and full of empathy not just a formality, this is what makes the public judge that AirAsia has a high humane attitude
– In addition, Tony’s attitude is transparent to the media and the public, by providing information honestly and openly. Tony also does not speculate and gives facts that are definitely true. Tony also always updates on social media to provide the latest information to the public.
– Tony is also very responsive and professional with his attitude that immediately mobilised the AirAsia crisis team, and cooperated with the government and the search team. Tony also always makes sure that his main focus is safety, support, and truth not just the company’s image or profit
Basic character that must be possessed during a crisis
– responsibility : The responsibility here is to be brave to face the situation and not blame any party
– Empathy : have a caring attitude and understand other people’s feelings
– transparent: open to anything, not covering up the truth/fact.
– stay calm : Think clearly in difficult situations.”
Mari terus asah belajar menghadapi krisis komunikasi dari kasus nyata!
