Greater Bay Airlines has removed its management team after 128 flight cancellations in February and March 2025. As a result, 5,500 travelers flying to and from Thailand, South Korea, Japan, and Taiwan faced disruptions. The airline cited failure to follow protocol, poor decision-making, and weak communication as the main reasons. Although it hired experienced professionals, the team did not follow cancellation procedures or inform customers properly.

To prevent future issues, Greater Bay Airlines has introduced weekly management reviews. Additionally, any flight cancellation now requires higher-level authorization. With these measures, the airline aims to rebuild trust and improve reliability after this crisis.

Customer service teams struggled to handle the overwhelming number of inquiries caused by the cancellations. Since calls, emails, and social media messages flooded the system, Greater Bay Airlines partnered with Hong Kong Telecom for support. Moreover, additional staff worked as temporary customer service agents. Affected passengers received refunds, rebooking options, and compensation. Fortunately, the airline confirmed that all customer concerns were resolved before the Lunar New Year rush.

While mismanagement caused most disruptions, external factors also played a role. For instance, the closure of South Korea’s Muan International Airport, following a tragic Jeju Air crash in December 2024, forced four additional cancellations. As a result, airline operations in the region suffered further setbacks. Since the airport will remain closed until at least April 2025, more flight disruptions could occur.

Greater Bay Airlines acknowledged this crisis as its most significant challenge since its launch. Therefore, the company has taken decisive action to improve operations. By strengthening internal processes and customer service, it hopes to prevent similar incidents in the future. Moving forward, a renewed focus on efficiency and communication will be key to rebuilding confidence among travelers.

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