By: Aneurin (Nye) Bowen (Malaysia Airlines Customer)

I am writing to express my sincere appreciation to Malaysia Airlines and to provide what I hope is welcome customer feed-back on the quality of your services in the air and also your customer support services in relation to Frequent Flyer booking arrangements with Malaysia Airlines.

I am a Gold Frequent Flyer with Malaysia Airlines (Membership Number: MH075176754) and in accumulating nearly 300,000 miles within the last couple of years, am very familiar with your  in-flight service, which is always outstanding and truly lives up to your “Malaysian Hospitality” promise. I am a Gold Frequent Flyer with a number of airlines, and it is without hesitation that I place Malaysia Airlines at the very top of my list of preferred carriers. Your in-flight service is outstanding, your on-time departure record is excellent, and your business and first class lounges (particularly the First Class lounge in KLIA which I have used a number of times) are elegantly appointed and professionally managed.

Yesterday (Tuesday 3rd August 2010), for the first time since becoming a Frequent Flyer with Malaysia Airlines, I decided to see if I could use my points for an award booking (for my fiancé and I to attend our wedding in Japan!). I telephoned the Australian contact number listed on your website and was very quickly and efficiently connected to a lady named Margaret who helped me with every element of my inquiry and booking with courtesy, professionalism, and helpfulness (booking reference number is W0WMN). I was really impressed; I sincerely hope Malaysia Airlines realises that this level of customer service is so welcome in a world where it is increasingly difficult even to get any form of customer assistance. An hour or so later I had a follow-up question in relation to my booking and phoned the same number at Malaysia Airlines, and again was quickly connected to a polite gentleman who efficiently and courteously answered my questions. Well done and thank you Malaysia Airlines!! You really have set the benchmark for quality airline customer service standards and have gained a very loyal and satisfied customer.

Yours faithfully,

Aneurin (Nye) Bowen
Director & CEO
Clipper Property Group

PS: My e-Tickets and receipt confirmations for my FF award booking arrived today, 100% accurate.

By: Yao Neng Chen (Malaysia Airlines, Customer)

As a very frequent flyer around the world, I find MH is lucky to have such a pleasant, well trained and helpful employee as Miss Ayu Azwinna Abdul Khalid. She has the best attitude and willingness to help us out on the lost baggage. With her efficient assistance, we have our bags in time without any worry.

Most importantly, she offers so many good info to assure our trip in Malaysia is enjoyable.

Congratulations to MH for such a good job done in your employees.

Yao Neng Chen

TA-CHIA TAICHUNG
TAIWAN 437

By: Andrea Beck (Malaysia Airlines Customer)

Recently, I had booked a school group of ten on MH going to ICN for a Math competition. The group consisted of 8 students and one male and female teacher. Two days before the flight, the female teacher got sick and could not go, leaving the group in a bit of a limbo, as school policies do not allow a male teacher accompanying the group by himself, if there are female students on the trip as well.

Unfortunately the flights were over booked and it was not possible to get another ticket for another female staff.

Over the two days I was in constant contact with Zenobia and Lynette, who tried tirelessly to get a seat confirmed to no avail. We got very desperate and on day two we tried to get a name change authorised. I have been in this crazy industry for some time now and know the chances of getting a name change approved to a complete different name are 0.000001%.

However, though sheer persistence and sending emails to the “right” people, Zenobia and Lynette worked magic and literally 5 hours before the flight we had the ticket changed over to the new teacher. I do not know how they did it, but I know the favour they did for me and the group was huge.

I would like to sincerely congratulate you on caring staff that run the extra mile after they have completed the marathon.

Kind regards

Andrea Beck
Personal Travel Manager

By: Zamri Ibrahim (Malaysia Airlines, Customer)

Salam sejahtera,

Dua hari lepas bagasi anak saya yang menaiki penerbangan dari London ke Kuala Lumpur dan terus ke Kota Bharu telah tercicir / tidak tiba di KB pada pagi 28 Jun 2010. Selepas membuat aduan di kaunter Khidmat Pelanggan di Lapangan Terbang Pengkalan Chepa, kami menunggu berita tentang bagasi tersebut.

Selepas jam 5 petang hari tersebut, tiada langsung berita yang disampaikan kepada kami dari KB, dalam rasa yang agak kecewa, terus saya hubungi Bahagian Khidmat Bagasi di Lapanganterbang KLIA dan menyatakan rasa kecewa kepada seorang staf di bahagian ini yang bernama Encik Mahadi berkaitan masalah yang dihadapi. Amat mengkagumkan saya, kerana walaupun perasaan kecewa saya luahkan dalam nada yang agak tinggi, beliau begitu tenang mendengar dan berjanji akan mengambil kes ini dan mencari bagasi yang tercicir sebaik mungkin. Beliau juga menghubungi saya 2 kali dalam tempoh beberapa jam untuk memaklumkan sebarang perkembangan, dan berjanji akan menghubungi saya lagi keesokan hari selepas masuk kerja jam 3 petang.

Pada 29 Jun jam 4 petang, En Mahadi memaklumkan bagasi telah ada di KB, dan menerangkan kesilapan tagging / coding yang berlaku di London yang menyebabkan masalah. Saya amat bersyukur bukan saja kerana bagasi tersebut telah diperolehi semula, tetapi kerana Bahagian Khidmat Bagasi di KLIA mempunyai staf yang amat berdedikasi seperti Encik Mahadi, yang begitu komited membantu pelanggan. Terima kasih dan tahniah.

Untuk makluman, saya juga ada sarankan kepada Encik Mahadi supaya jika boleh mencadangkan kepada pihak pengurusan mengkaji penggunaan sistem teknologi yang lebih canggih dalam urusan bagasi, contohnya penggunaan RFID bagi menggantikan sistem barcode. Pengesanan tag RFID saya jangka adalah lebih efisien dalam menangani urusan bagasi terutama dalam menjejak bagasi yang hilang.

Walau apa pun, terima kasih sekali lagi saya ucapkan kepada Bahagian Khidmat Bagasi, terutama Encik Mahadi yang telah membolehkan bagasi anak saya diperolehi kembali. Khidmat yang diberikan amat bermakna bagi kami.

ZAMRI IBRAHIM
Pensyarah, Pusat Pengajian Sains Kesihatan
Universiti Sains Malaysia
16150 Kubang Kerian, Kelantan

Hello everyone,

This week we feature an interview with our Friends of MH, Mr. Chiang Pin Seng - Consultant International Specialty Product Asia Pacific Region.

Mr. Chiang shares with us his views and experience flying with Malaysia Airlines.

In his interview, he talks about the good service he received from our cabin crew, even though he does not fly with us on Business Class.

A friendly man, Mr. Chiang really enjoys conversing with our cabin crew whenever he travels with us.  

Apart from this, Mr. Chiang shares what he enjoys most when travelling with our national carrier.

Click on this interview with Mr. Chiang to find out his opinion about our airline.

Hello everyone,

We posted our 1st video clip featuring our 1st customer who is also a Friend of MH, Ybhg Dato' Mohd Noor Amin. He shared his views about our airline what he thinks MH = Malaysian Hospitality is to him.

This week, our 2nd Friend of MH is Mr. Vijayaratnam, Vice President of HSBC Global Resourcing Group, UK Limited. During his interview with us, he shared interesting stories about his flight experience with Malaysia Airlines. He also shares interesting suggestion and feedback on how we should improve our services.

Find out about what he has to say about MH = Malaysian Hospitality and his story.

Next week, we will feature a video of an interview with another of our Friend of MH. Stay tuned to find out his views on what he thinks of Malaysia Airlines Cabin Crew.

Click this video clip.

Hi everyone!

During our Friends of MH get-together held in April this year, we interviewed our customers on what they think Malaysian Hospitality is to them.

We also asked them a few questions related to Malaysia Airlines. In this video clip, Ybhg Dato’ Mohd Noor Amin, Chairman of Impact shares his views with us about our airline. Click the video to watch:

Dear Mala,

The recent affected flights for both 'inbound' and 'outbound' Europe sectors from the massive  eruption in Iceland is extremely  difficult and  has crippled the situation. In fact, I sincerely mean “thank you". You see; Malaysia Airlines did something for us (our agent Thomas Cook - Holland) that I never experienced before.

The group arrived via Denpasar dated 21st and awaits the next possible flight outbound to Amsterdam. Because of the situation, group was unable to travel immediately & decided to have accommodation at Kuala Lumpur. Then, Nicole - Travel Manager & I went to MAS office (KLCAT) to ratify on the flight situation and you were there to assist at priority. We were then introduced to Ashikin (MAS Ticketing/Reservations) and she is very friendly, kind and proactive to action booking and 'dapo' immediately.

Flash forward to Friday, 23rd April; and my phone rings. It's Ashikin from Reservations Department calling twice to inform that  booking  for KUL/AMS via  MH7016 extra flight is confirm with your assistance, we were able to pull in all the resources that  indeed needed.

I admire your ability to stay calm under pressure and keep focused on solutions to challenges. Once again, "Terima Kasih" for you and your team at KUL-CAT!  

Sincerely / Best Regards,
 
Edmund Loke

By: Markus Dengler (Malaysia Airlines Customer)

Ladies & Gentlemen,

On 15 April 2010, I was on board from Kuala Lumpur to Frankfurt (MH6). When flying over Istanbul, your captain informed the passengers that the flight would have to land in Rom due to the ash cloud and that the onward journey to Frankfurt would not be possible so soon.

In this context, I would like to thank you from my heart for the excellent crisis management. I can roughly assume how difficult the situation was for your airline. Nevertheless, the passengers were attended very well and updated timely on the situation during these three days. You ensured that your guest had a very comfortable two nights stay at Airport Hilton and on top of this organized a proper coach which finally brought us back to Frankfurt, safe and comfortable.

I had made my way to the railway station as well as at the airport in Rome and could make my own picture of the fact that this service could not be taken for granted. Other airlines let their passengers standing in the rain. Thanks to your excellent care, my holiday recreation was not affected. Quite contrary, I actually found our detention a pleasant extension of my holiday.

Being the press relation officer (remark: of the Bavarian Police) I should have been back to work for this weekend and was in touch with some journalists from Munich by mobile. I reported on my own situation and it was my concern, to report very positively about the efforts and services of your company. I hope this was in your sense.

After a long break, I flew on Malaysia Airlines for the first time again. Independently from the unpredictable happenings in Iceland, I enjoyed my choice from the very first moment, even before departure from Frankfurt to Asia. Seat comfort and service on board were very good. I will certainly chose your services again when I fly to Asia next time.

Thank you once again for making efforts and all the best for your Company,

Sincerely yours,

Markus Dengler

By: Amir Hasan (Malaysia Airlines Customer)

Pada 1/12/2009 lebih kurang jam 5.00 petang, saya berada di Golden Lounge Regional. Saya rasa terkejut apabila datang seorang staff MAS bertanya nama saya dan dia memberitahu bahawa dia terjumpa dompet duit saya. Staff yang bernama NASHARY MOHD RAVI telah memulangkan dompet duit saya dalam keadaan baik. Dalam dompet saya terdapat banyak dokumen-dokumen penting seperti kad-kad kredit, kad pengenalan, lesen memandu dan wang kertas berjumlah lebih kurang RM4500.00.

Saya amat berbangga dengan sikap jujur dan amanah, NASHARY MOHD RAVI. Jika dia tidak memulangkan dompet saya, sudah pasti saya akan mengalami kesusahan semasa berada di luar negara. Untuk makluman tuan, keadaan ini berlaku buat kali yang kedua semasa saya menggunakan perkhidmatan MAS. Sekali lagi, saya mengucapkan tahniah kerana pihak MAS mempunyai staff yang jujur dan amanah.

By: Frank Schmitz (Malaysia Airlines Customer)

Dear Sirs,

I would like to give you some positive feedback on our recent flight experience with Malaysia Airlines on MH006 from Singapore to Frankfurt on 21 August 2009.

My family and I flew business class with my infant daughter Nikki, who is just 12 weeks of age. Of course we were concerned because it was her first flight. However, your crew looked after us so well and especially your flight attendant Huslinda was so sweet to Nikki that it turned out to be a most relaxing and pleasant flight. We also appreciate the basinet that you provided and the low charge for infants.

Our next overseas flight will certainly be with Malaysia Airlines.

Thank you very much!

Frank, Diah, and Nikki

This article was written by our customer and featured in The Star newspaper dated 04 October 2009.

By: Global Traveller (From Our Guest)

I AM an aviation-industry professional with 30 years experience in a business covering nearly 300 airlines from all over the world.

It is an unvarnished fact that since its inception decades ago, Malaysia Airlines (MAS) has consistently been rated in the industry as being among the top five carriers in the world where service is concerned.

My own experience bears this out.

Recently, my flight, MH371, from Beijing to Kuala Lumpur was delayed for 12 hours due to unavoidable circumstances.

This happens, unfortunately, from time to time in commercial aviation, anywhere in the world. What was remarkable, however, was how the MAS staff handled this crisis from beginning to end.

Beijing station manager Chong handled the complicated situation with aplomb and admirable efficiency.

He quickly arranged alternative flights with other airlines for passengers where possible, and provided five-star hotel accommodation for those who remained, all the while dealing with disgruntled or confused passengers firmly and courteously.

The rescheduled flight took off at precisely the time he promised passengers. Subsequent enquiries have revealed that this veteran Malaysian commands considerable respect from his foreign peers and staff – a tribute to the years of training and experience provided by the airline known as “MH” (since it launched its latest branding exercise that equates its international call sign, MH, with “Malaysian Hospitality”).

A fresh complement of cabin crew was quickly drafted for this flight, and instead of grumbling at their truncated leave, they served the passengers with the smiling Malaysian Hospitality that the airline rightly prides itself on.

Seeing that I was temporarily disabled, Captain Shageer took the initiative to call ahead to KL International Airport and arrange for the complimentary use of the Golden Lounge until I could proceed with my journey.

Not many airline captains with the stress of such a situation would take the trouble to attend to an individual passenger’s needs. The fact that this Malaysian professional did this in a pleasant, attentive and considerate manner is further testimony to the caliber of the airline’s service standards.

At 3.30am, the Golden Lounge at KLIA was closed for cleaning but the officer on duty, Ms Zaleha, readily unlocked the doors and gave me a cheery welcome.

Seeing that I was obviously tired and in physical discomfort, she wisely dispensed with formalities and instructed her staff to provide me with all the facilities I required, even though it was apparent they were quite busy with maintenance work.

Once again, I was served with cheerful, courteous hospitality and unobtrusive, efficient service.

Although it was approaching sahur (morning prayers) when it was time for me to leave on the next leg of my journey, the MH staff insisted on making sure that I was safely on my way before returning to attend to their duties and personal obligations.

A senior Chinese station manager, a young Indian pilot, and an able Malay woman lounge manager – each leading a team of airline professionals working in very different aspects of aviation operations, with no obvious link to each other.

While their individual identities represented an enchanting cross-section of the Malaysian population, the consistency in their courtesy, care and excellence in service represented an accurate sample of MAS’ world-class standards.

As a professional with an experienced and objective perspective, I have only one question: Why is it that while the rest of the world is bestowing awards and accolades on Malaysia Airlines, Malaysians continue to underestimate and undervalue your own national carrier?

By: Kamsiah Mohammad Peter Bostock (Malaysia Airlines Customer)

I write in praise of the wonderful crew on Flight MH128 on Aug 7 when my husband blacked out at about 3.50am midway on the flight from Melbourne to Kuala Lumpur.

It was already lights out in the cabin but in the glow of the TV screen, I saw him bending over and fiddling with the airsick bag. He dropped it and then slumped forward. I thought he had suffered a stroke or heart attack.

The passenger next to me buzzed for the crew. Their response was swift and professional. Let me recount the actions of the MAS crew some of whose names I did not catch but now wished I had.

Two nurses who were passengers on board responded to the paging for medical help. I overheard one steward asking politely for her nurse’s license or any other verifying paper, apologizing that it was a procedure for the use of the BP instrument.

One of the nurses said a doctor was needed as the patient’s pulse was barely discernible. I overheard the attending cabin steward telling another steward to page again in case the doctor on board had not heard the first call.

The crew member located a doctor on the passengers’ list but he turned out to be a PhD! But the fact that the MAS cabin crew was thorough is reassuring in itself.

Later, a stewardess sat next to me to clarify the ground procedure as the Captain had radioed ahead for an ambulance to be on stand-by. She checked if a friend or family member could assist me on arrival at KLIA. Then she offered to make a phone call from the aircraft which she did with calm efficiency.

The Chief Purser, Encik Azlan, also stopped by periodically to check if I was okay. A cabin steward accompanied Ms Stephanie Kent of Alfred Hospital as she monitored my husband’s blood pressure and oxygen intake half hourly.

After my husband’s condition had stabilized, I went to the nurses’ seats to thank them but they were no longer in economy class. They had been moved to the front as a gesture of appreciation for their help. What a great PR move! In many ways, big and small, the MAS cabin crew handled a stressful situation like this with grace, understanding and minimal disruption to the rest of the passengers.

My husband is now resting at home after being admitted to the Coronary Care Unit of Subang Jaya Medical Centre, where his neurologist and cardiologist were equally flummoxed by his miraculous recovery! No small thanks to the MAS cabin and cockpit crew.

By: Mavis Walker (Malaysia Airlines Customer)

Photo of Donald & Mavis Walker taken by John Walker

On June 9th 2009 my son, daughter-in-law and I flew on your aircraft MH 130 No. RC7VWJ from Auckland - Kuala Lumpur where we transferred Airbus A330 for our flight to Istanbul.

On our return to Auckland from Amsterdam, we flew Malaysia MH17 to Kuala Lumpur where we then joined Malaysia Flight 131 for Auckland.

These were most enjoyable and comfortable flights and we send our thanks and appreciation and thanks to the cabin crews on these flights for their attention, coutesy and kindness not forgetting those delicious meals.

I would like to send a special "thank you" to a cabin crew member by the christian name of Donald for all his kindness.

I congratulate Malaysia Airlines for the great service they give.

My family and I wish you all the best for a bright and prosperous future.

Yours respectfully,

Mavis Walker

PS - It is one of my big regrets that because of my age 98 years in August I am not likely to be travelling overseas in the future but I will recommend to all fly Malaysia Airlines.

By: Adam Chan (Customer of MAS)

I must commend MAS for their exceptional service during my family vacation cum business to Sydney recently. Just arrived back last night.

We went to Sydney on the 19th night. The person at the check-in counter actually helped us put everyone downstairs and didnt make a fuss of it unlike all other times. We were all seated together in the plane which made it easier with the kids. Once boarded, the crew were friendly and full of smile. Before take-off one of the leading stewardess approached me and told me they had moved one of the passengers seated in row 18H upstairs so that my sister could move over and my son (who is an oversized infant!) can have a seat by himself. That was a real pleasant surprise. Throughout the journey, service was great.

Coming back last night, the check-in at the airport was fantastic. I had asked our PA to call MAS and get us the same row (row 18). When we got to the airport and was approaching the check-in counter, a MAS man came running to the the lady and asked them if we were the Chan family and were to be given row 18 etc. I was very shocked that he knew we were coming and the check in was smooth.

The crew coming back was also fantastic. A passenger in row 17 wanted to move upstairs (no doubt after seeing two kids). The stewardess then moved a passenger to his seat and we had a whole row to ourselves. Fantastic again.

I must say this was one of the best crew so far.

Thanks.