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Evi Marpaung
Universitas Negeri Semarang
Education Law, Crime, Criminology & Criminal Justice

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Fulfillment of Consumer Rights to Information Regarding Flight Delays: A Case Study of Batik Air Passengers Evi Marpaung
Law Research Review Quarterly Vol. 12 No. 2 (2026): Articles in press
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/lrrq.v12i2.45567

Abstract

This study aims to analyze the position of consumers' rights to departure information in the provision of air transportation services and to examine the legal responsibility of airlines for uncertainty of information that results in flight delays. The main problem lies in the discrepancy between normative regulations regarding the obligation to provide information and service practices in the field, particularly in the case of Batik Air passengers who experienced repeated schedule changes without adequate explanation. This study uses a normative juridical method with a legislative and conceptual approach, through analysis of relevant legislation, principles, and legal doctrines. The results of the study show that the right to departure information has a fundamental position in consumer protection law, administrative law in aviation law, and contractual law in air transportation agreements. Uncertainty in information that is conveyed in an unclear and inconsistent manner can be qualified as improper performance (breach of contract) and gives rise to legal liability for the airline. In conclusion, airlines are not only obliged to provide minimum administrative compensation, but are also required to ensure transparency, certainty, and accountability of information as an integral part of the quality of air transportation services.
Fulfillment Consumers’ Right to Departure Information During Flight Delays: A Case Study of Airline Passengers in Indonesia Evi Marpaung
Law Research Review Quarterly Vol. 12 No. 5 (2026): Special Edition Part 1
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/lrrq.v12i5.48741

Abstract

This study aims to analyze the fulfillment of consumers’ rights to departure information in the event of flight delays and to examine the extent of airlines’ liability for the resulting uncertainty in information. The method used is a normative legal approach with a legislative and conceptual perspective, supported by a case study of passengers on a Jakarta–Surabaya flight that experienced a delay of more than four hours accompanied by unclear and inconsistent information. The research findings indicate that the right to information, as a fundamental consumer right, has not been optimally fulfilled, marked by a lack of clarity regarding the causes of delays, inconsistencies in information, and delays in conveying information to passengers. Furthermore, the services and compensation provided by the airline do not fully reflect the principles of proportionality and fairness. From a civil law perspective, this situation can be classified as a breach of contract in the form of imperfect performance (onvolledige nakoming), as the airline’s obligations extend beyond merely transporting passengers to include informational obligations as part of the contractual performance. Therefore, improved transparency, consistent communication, and more effective oversight are necessary to ensure the fulfillment of consumer rights in the air transport sector
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