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Malaysia Airlines

Malaysia Airlines
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About Malaysia Airlines

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  1. We have recently leased 3 B737-800 aircraft. Customers will notice some differences in the seat arrangement, seat pitch and recline. The aircraft has a 3 seat configuration. For our business class customers’ comfort and convenience, the middle seat will be left empty. We are aware that there have been complaints and we are currently doing service recovery. This is a short-term arrangement while we wait for our new B737-800 aircraft which will be delivered at the end of next year. We regret the inconvenience. Thank you. Regards, Dr Amin Khan Senior General Manager, Network Revenue Management Malaysia Airlines
  2. The B747 aircraft operating MH 91 on 15Feb from Newark to Stolkholm was grounded at Stolkholm Arlanda airport upon arrival as the damage to one of its engines by a flock of birds upon arrival warranted a major repair to the engine. Although the aircraft was not serviceable to continue the flight back to KLIA, all the passengers were transferred to London Heathrow on British Airways. We managed to book them on MH1 departing London on 15Feb itself, and arriving KLIA at 6.15pm the following day. Some were transferred from Heathrow to KLIA via Bangkok on Thai International on the same day. Any inconvenience caused is very much regretted. The delay was inevitable as birdstrike on aircraft can happen to any airline and is usually very disruptive. Under the circumstances, our recovery action and passeneger transfer was relatively fast. The engine repair in Stockholm took about four days as spares and engineers had to be sent from KLIA and the job entailed the use of a hangar which had to be rented from SAS. Once serviceable, the aircraft was repositioned to KLIA without passengers and arrived KLIA at 11.30 on 20 Feb 2009. Dato' Tajuden Abu Bakar Director of Operations Malaysia Airlines
  3. We were operating charter flights from Langkawi to Pudong, Shanghai on 12th & 13th January 2008. All passengers who purchased their tickets directly from us, and related travel agencies were informed in advance of the flight's route, Kuala Lumpur-Langkawi-Pudong as well as the return leg, Pudong-Langkawi-Kuala Lumpur. As we do not have the contact details of passengers who purchased their air tickets from travel agents, the onus is on the travel agents to ensure that their customers were kept informed of the developments. We encourage passengers who buy their tickets directly from travel agents to provide us with their contact details to enable us to keep them informed of any changes. Dato' Tajuden Abu Bakar Director of Operations Malaysia Airlines
  4. Malaysia Airlines regrets and views the matters raised by Mrs Radhika Iyer-O’Sullivan very seriously. We had initiated an immediate investigation into the matter. The results of our investigations showed that the passenger who was given a seat next to Mrs Iyer-O’Sullivan was not allowed into Karachi in view of insufficient travel documents on arrival. From an immigration standpoint, if a passenger fails to provide adequate documents, they can be turned away by the arrival country, and airlines are still to treat the person as a passenger. As such, he was not assigned to a separate seating area. It is truly unfortunate that a Malaysian chose to behave in this manner particularly in a flight filled with multi-ethnic passengers. In checking with our Inflight Supervisor and crew, they themselves were shocked at his behaviour. The Inflight Supervisor made a judgment call to provide Mrs Iyer-O’Sullivan with an alternative seat, instead of that passenger, because they needed to remove her from that environment. This was aimed at ensuring that the crew could keep a closer eye on her, and to prevent any reoccurrence of the earlier incident. Throughout the flight, our cabin crew kept a close watch on both passengers. During the constant rounds, the cabin crew was glad to note that Mrs Iyer-O’Sullivan was resting and they assumed that the rest of the journey went well. On arrival, the male passenger was only allowed to leave the airplane after all the other passengers had disembarked. Our ground staff were on hand to meet him when the cabin crew handled over his travel documents. We truly regret the incident and have offered Mrs Iyer-O’Sullivan service recovery beyond the norm. We are currently in discussions with her to reach a mutually agreeable solution. Regards, John Low Manager Customer Response Malaysia Airlines
  5. "Our policy is that our fares combined with the fuel surcharge must be competitive. Our competitor analysis on a route by route basis shows that some airlines who reduced or removed their fuel surcharge actually maintain relatively high fares whilst other airlines which did not lower their fuel surcharge have reduced their fares. Consequently, it is often observed that what the customers ultimately pay for is the same in both cases. In the final analysis, it is the total sum of the parts that counts. After all, customers pay for both the fares and fuel surcharge. The total amount must be competitive. We have reduced our fuel surcharge on routes where this is justifiable from a competitive standpoint. Amongst the routes are from Malaysia to Korea, Japan, Paris, Hong Kong and Singapore, and from other points of sales to other destinations.From Malaysia, the reductions are RM126 (USD36) to Korea, RM105 (USD30) to Japan, RM80.50 (USD23) to Paris, RM38.50 (USD11) to Hong Kong and RM28 (USD8) to Singapore. " - Malaysia Airlines Commercial Director, Dato' Rashid Khan -
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