20 February 2017
Mr Peter Bellew
CEO Malaysia Airlines Berhad
Kuala Lumpur International Airport
Frequent Flyer MH277 394 132 (Platinum/Emerald)
I thought I should give up writing complaints to Malaysia Airlines’ CEOs since they had always been answered by the lesser mortals there without really bothering to find out what I had written. (Their answers were usually lifted from, I believe, standard templates.) Nonetheless, I still use Malaysia Airlines for a couple of simple reasons: (a) I live in three cities – Melbourne, Kuala Lumpur and Singapore – and your airline offers the most convenient schedules, (b) your departures and arrivals are generally quite punctual, and (c) your cabin crew are quite service-conscious. (But honestly your food is deteriorating.)
However, an incident on my arrival in Changi Airport on Saturday, 18 February evening prompts me to write to check whether you are in fact no different from your predecessors.
I was travelling with my wife on MH148/MH609 from Melbourne to Singapore (transiting in Kuala Lumpur) on that date. At the Melbourne airport, the lady at the Business/Platinum Card check-in counter was most careful; she took pain to stick “Platinum” and “Priority” labels on the three bags my wife and I checked in, even though she said the “Platinum” ones alone would do. She assured me that it was their procedure also to alert receiving airports of all “Platinum” bag arrivals.
At Changi arrival hall, two of the three bags promptly came out first. What happened to the third bag? It emerged with the last lot of the flight’s arrivals! My question: What’s the use of giving priority to two and I still have to wait for the last one like everybody else? As a matter of fact, it did pose anxiety since we had some important stuff in that bag!
This is NOT the first time I have experienced this pseudo priority promise. A couple of months ago, in Malaysia Airlines’ home airport KLIA1, my bags which carried the “Platinum” labels also came out amongst the last ones.
On the recent flight we flew to Melbourne (Thursday, February 9, MH129), you might also want to know that the aircraft forgot to carry Australia’s arrival forms. They were only distributed at the arrival gate at Melbourne! Just imagine the anxiety of the passengers!
Once in a flight from Melbourne to Kuala Lumpur, I wanted to find something to buy in your inflight duty-free sales. But there was no Temptation magazine; one of the crew members said Kuala Lumpur had forgotten to put it in that new aircraft!
I can only conclude that you do have many fundamental problems in your own backyard, i.e., MAS’s SOP in KLIA1.
There are also many many more; in fact, your cabin crew are quite casual about the need to draw up windows when the plane is gearing for landing. Our MH148 flight in the Business Class cabin is a case in point.
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This is the reply I get from the airline on my mailbox:
Date : 28/02/2017
Case reference : GTS00154615
Dear Lim Yu Book
Thank you for your compliment on the exceptional service you experienced with Malaysia Airlines.
Your kind and encouraging words have always been a source of inspiration for us to serve you well. We are truly delighted to show you the Malaysian Hospitality.
We look forward to your continued support.
Mohd Asmawi Alias
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Some kind of joke? Or they don't understand English at all? Or these people some kind of sickos?