AirAsia MOVE, the travel superapp under Capital A Berhad, is facing intense backlash in the Philippines following allegations that it inflated airfares during a time of urgent public need. What was intended to be a seamless travel platform is now under investigation for potential “economic sabotage”—a serious criminal offence in the country.
The controversy erupted when several users reported being quoted airfares that were significantly higher than standard prices, particularly for domestic routes. The most widely reported case involved a one-way flight from Manila to Tacloban City, sold through AirAsia MOVE for PHP77,000 (approximately RM5,880)—almost three times the fare listed on the official Philippine Airlines website.
Bridge Closure Triggers Surge in Air Travel Demand
The situation was exacerbated by the partial closure of the San Juanico Bridge, a 2.16-kilometre structure and the primary transport link between the islands of Samar and Leyte. The Philippine government temporarily restricted access to prevent structural deterioration, which in turn led to a surge in air travel demand, as travellers had few other alternatives.
Philippine Transport Secretary Vince Dizon accused AirAsia MOVE of capitalising on the crisis. He shared the experience of Leyte 4th District Representative Richard Gomez, who was charged nearly PHP40,000 (~RM3,053) for a one-way flight from Tacloban to Manila, a route that usually costs around PHP12,000 (~RM916).
In response to mounting public outrage, the Department of Transportation (DOTr) and the Civil Aeronautics Board (CAB) issued a cease-and-desist order against AirAsia MOVE, effectively suspending the platform’s operations in the country. Dizon added that the Philippine government would be filing a case of criminal economic sabotage against the company, with further investigations to be carried out by the Civil Aviation Authority of the Philippines and the Philippine National Police’s Anti-Cybercrime Group, who have been instructed to restrict access to the app.
AirAsia MOVE: “We Do Not Set Prices”
In its defence, AirAsia MOVE has strongly denied any wrongdoing. The platform maintains that it does not manually manipulate or set airfares. Instead, as an Online Travel Agency (OTA), it acts as a digital storefront that displays flight availability and prices as received from authorised upstream suppliers, including third-party aggregators and Global Distribution Systems (GDS).
According to AirAsia MOVE’s Chief Executive Officer Nadia Omer, the discrepancies were caused by a technical issue—specifically, a temporary data synchronisation error with the platform’s flight pricing partners.
“This technical discrepancy was not isolated to MOVE,” Omer said in an official statement. “Other booking platforms such as Agoda, Kiwi.com, and Traveloka were also affected by the same pricing issue.”
She added that as soon as the issue was identified, AirAsia MOVE took immediate corrective action and reported the matter to its third-party pricing provider for resolution. In addition, the platform has implemented new safeguards to ensure similar issues do not occur in future.
Platform Claims Full Compliance and Cooperation
AirAsia MOVE has expressed its willingness to work with Philippine regulators and stressed that it has always operated in full compliance with all rules applicable to online travel agencies. The company also welcomed the opportunity to clarify its role and urged authorities to allow due process to take its course.
In a press release, AirAsia MOVE reaffirmed its commitment to fair pricing, consumer protection, and transparency. It described the current controversy as a data-driven misunderstanding rather than any deliberate act of misconduct.
The platform emphasised that it had no incentive to manipulate fares, especially for routes it does not directly operate. Philippine Airlines, the national flag carrier, was the airline involved in the disputed pricing—indicating that the problem stemmed from third-party listings rather than AirAsia’s own flight operations.
Impact on Travellers and Broader Implications
This incident has raised broader concerns about accountability in digital travel platforms, especially those that aggregate flight data from multiple sources. Consumers often assume these platforms offer the best available rates, but price discrepancies—whether accidental or not—can severely impact public trust, particularly during times of crisis.
The fact that this issue unfolded during an infrastructure-related transport emergency has only heightened public sentiment. Many Filipinos have expressed frustration on social media, accusing tech companies of exploiting vulnerable travellers for profit. Others have called for tighter regulations and more transparency in how digital travel apps operate and source their fares.
Support for Tourism Despite Setback
Despite the ongoing investigation, AirAsia MOVE highlighted its continued support for the Philippine tourism sector. Since its launch in the country, the platform has facilitated strong growth in domestic bookings, with 85% of demand focused on destinations like Manila, Cebu, and Boracay. The company also claims to have played a key role in boosting international arrivals, citing a 28% year-on-year increase in overseas travel into the Philippines via its platform.
“As an ASEAN-focused brand, we remain committed to making regional travel more accessible and affordable,” the company stated. “We will continue to engage constructively with all relevant authorities and improve our systems for the benefit of all users.”
Awaiting Resolution
As of now, there is no word on whether the cease-and-desist order has been lifted. AirAsia MOVE remains offline in the Philippines while investigations continue. The company’s future in one of Southeast Asia’s key travel markets may depend on the outcome of this case—and whether it can prove that its pricing discrepancies were indeed the result of technical faults, not predatory intent.
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*Sources: Visual and Reference Credits to Social Media & various cross-references for context.
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