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?