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We are now heading for Sandakan for Christmas inside an AirAsia flight. We can hear Christmas song while we are on board the airplane, signifying that AirAsia tries to appease the passengers with what people are thinking according to the season. Likewise, they have a slogan, that is, “Now Everyone Can Fly.” By this inclusive slogan, those who initially think of travelling by airplane as a luxury are evoked to think of flying as a possibility.

Nevertheless, when AirAsia is trying to be inclusive, the passengers need to be aware of its limited services. There are constraints in checkin, bag drop, seat size, managing flight change etc comparing to flying with commercial airlines. Failing to having such awareness, the passengers can become frustrated in a time of unexpected changes pertaining to their flight.

In most of the situations, a provider of any service is customarily highlighting its sale point such as affordable price, whilst hiding the constraints. Ideally, all the service providers should be honest to their potential clients by informing them what they offer as well as their constraints succinctly. Nevertheless, the customers should be aware of the constraints while attracted to purchase the service or product since a provider is not always ideal according to our expectation.

我们正在亚航航班以前往山打根过圣诞节；在机上可以听到圣诞歌曲，这显示了亚航试图按季节满足乘客的想法。同时他们有一个口号，即“现在人人都能飞”。通过这个包容性的口号，那些本来以为乘飞机旅行乃是奢侈的，如今会想到飞行乃是可能的事情。

然而，当亚航试图提供包容性服务时，乘客必须了解与商务性航班相比，亞航作为廉价航空公司無論在报到服务、行李托运、座位大小、航班变更等方面均存有限制。如果缺少了这种意识，乘客很可能会在面对到航班的变迁或限制时而感到沮丧。

在大多数情况下，任何的服务商通常都会突出其销售点例如实惠的价格，但也同时隐藏其有限性。作为客户，理想情况乃是服务商会对其潜在客户诚实，告知他们有关产品及所提供服务的好处，同时也不隐藏任何约束和有限服务。然而，作为客户的确需要意识到有关服务或产品的限制，因为任何的服务都可能远远不能达到理想中的期望。