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Mushrif A

"Horror Flight on MH161"

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I wonder if the complainee should have written to MAS about the incident?

or She has written and did not get any answer and then resorted to writing to the papers?

 

So does that really work? I wrote an email to MH once, this was many many years ago and I'm still waiting for a reply... but dunno if that reflects how they feel about their customers or shows how inefficient they are. Putting myself in her position I would be extremely livid over the incident and I too would be writing to the papers.

 

We all know MH service on the ground is renowned to be erratic at best and that their only saving grace is their cabin crew, but if that also falters, then you've got.... .... .....

 

Wow if true, this story is a stunning case of Malaysian Hospitality. What a 5 star treatment by MH!

I feel sorry for her.

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I very much doubt that the lady's story is anywhere near the truth .......

I too have this feeling she (or more probably the manner the story is presented) is being a tad economical with the truth (versatile phrase, no? :) )

 

The quotes "I have always stood up for my rights ....." & "I spent the entire five and a half hours in tears ....." don't quite gel. And if she was 'in tears' for duration of the flight, pax nearby could not have been too comfortable either, unfortunately

 

But the bit that takes all would be "When this news was revealed, the passenger actually stood up with his fists up, ready to be physically violent. I was then hauled out of my seat and taken to the back of the plane. I was kept in the kitchen" - smacks of sensationalism. But then the piece might not have been published in first place if not for this attribute though

 

Cannot agree more with Captain Nik - "BUT. Need to verify story from all sides." and his liberal usage of "IF"s :) Doubt we'll ever get anywhere near the (whole) truth though ;)

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If this is a true story, i feel ashamed of MH and the crew and sorry for the poor lady.

 

But as i read the story one more time before reading all your comments, my personal view would be...

 

- Some facts are either being stretched are there's an untold stories that happened on-board. I'll be quite surprise if no other passengers stood up during the whole episode.

 

and also this part:

 

I have contacted other major airlines and this is how they would have dealt with the matter: I would have been moved to Business/First Class and I would have been escorted into the terminal until I safely exited the airport. MAS did not do anything for me. First of all, they jeopardised my safety and well-being by forcing the passenger to sit beside me knowing that he was hostile towards me and then they did nothing else to keep me safe.

 

and the source of the news.

 

** my personal opinion *

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It can be a too much monosodium glutamate story (by judging the way she wrote the letter)

My personal view, she's exaggerating it too much.

 

Remember the doctor case (treated a passenger and demand business class seat) ?

 

 

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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

 

 

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I've no idea on who is right and who is wrong in this case, and I believe both parties are held responsible to a certain extent.

 

However I do not agree with how MH responded to their complaints. Just take this case for example, why must they wait until things get serious before they settle it? I mean if MH could've responded to their complaint much earlier? Things won't have to come to this point, this is definitely not good for the airline's publicity, doesn't matter who is wrong or right.

 

Just take another example, the Baggage's Lost case, why does it take so long for them to settle down? OH well I understand they need to follow certain procedures, but don't they think that the 'procedure' itself is miserable?

 

I believe many other members in this forum encountered the same problem with their complaints being not responded. Isn't this is the things that member "malaysia_airlines" needs to handle?

 

Peace :drinks:

 

 

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I view a pax showing his fist up as a threat and I wouldn't want to have him onboard unless he is restrained. I don't see how MH crew can tolerate such risk. So with best view of the cabin crew which I believe is competent in making decision, the story might have been exaggerated.

 

 

 

 

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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

And a good call too :good:

(based on available evidence thus far, that is)

 

To have tried to impose 'change' upon a disturbed person, which the 'violent' chap presumably was after having been evicted from his intended destination, would likely have courted further trouble and heaven forbid, more violence

 

Anyway, don't understand wht the lady was so reluctant to shift to another seat. It's not like she was downgraded. In her shoes, I might actually have requested for the seat change myself. But then, I'm spewing this from comfort of my study at home, not in some pressurised metal tube :)

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MH released a second response to the letter, available at the MH blog, written by the same Mr. John Low

 

http://www.malaysiaairlinesblog.com/?p=1190

 

some snippets from MH...

 

"Our records show that business class was full hence they were unable to upgrade Mrs. O’ Sullivan. Mrs. O’ Sullivan was re-seated within the economy cabin before the flight took off for her safety and security. The Captain was informed that the situation had been diffused, before the flight took off."

 

"contacted Mr. O’Sullivan and then Mrs. O’Sullivan over the phone in early January, and we had offered an apology and service recovery for the unfortunate experience, which was subsequently rejected."

 

 

It's good that the author of the letter whom goes by the name Malaysia Airlines also posts and participates on this forum, perhaps you can shed further light on the issue. I had put a part in bold for you to please clarify, could you put that in plain English what "offered service recovery" actually entails, what does that really mean, free tickets to Miri, 10% discount on the next flight? :p

 

Also, no wonder your attempts "was subsequently rejected", was it such a surprise?. Did you honestly think she was willing to fly or deal with MH again? Or whatever the service recovery protocol you have in place especially after such an atrocious experience?? I think you probably lost yourself another customer to the likes of SQ, TG, Gulf carriers.

 

MH you're lucky on this one, if this had been in the litigation happy United States you would have been sued for the distress caused to this woman.

 

Also why did you have the trouble maker, who was clearly badly behaved and in a frightening, belligerent manner, causing distress to fellow passengers allowed to be on the flight? People have been kicked out off planes for far less.

 

 

 

on a side note: Mods, i thought the forum rules stated that we had to use our real names on our posts. Isn't Malaysia Airlines violating and in breach of your forum rules?

 

ohhh.. and to add, Happy Chinese New Year everyone!

Edited by Mohd. Helmi

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on a side note: Mods, i thought the forum rules stated that we had to use our real names on our posts. Isn't Malaysia Airlines violating and in breach of your forum rules?

 

ohhh.. and to add, Happy Chinese New Year everyone!

 

currently considering what we should do .

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currently considering what we should do .

 

Very complicated yeah managing forum....heheheh... Anyway, how do we confirm that 'malaysia airlines' is actually an official from MH....can it be just snother tony fernandez?

 

BTW, tony don't get angry ok....i just think your LABU theory sux.

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Very complicated yeah managing forum....heheheh... Anyway, how do we confirm that 'malaysia airlines' is actually an official from MH....can it be just snother tony fernandez?

 

BTW, tony don't get angry ok....i just think your LABU theory sux.

 

 

khaled....hahahahahahaha.....sempat jugak tu...... :clapping: :drinks:

 

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btw, just curious.. what's the security procedure if not one, but about 50-100 passengers onboard MIDFLIGHT get rowdy?

i was on a Qatar Airways flight a few years back. Doha - KUL via Kathmandu. I guess many Nepalese workers to malaysia were onboard making nuisance. for goodness sake, they were standing and some were walking around just prior to touchdown~! IFS shouted n scolded them, but they dun understand english... anyway, IFS were already strapped for landing... shouting across the cabin. lol

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btw, just curious.. what's the security procedure if not one, but about 50-100 passengers onboard MIDFLIGHT get rowdy?

Mayday, mayday ! :p

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Handcuffs are available for a reason. Though, they're only used when the need actually arises, and at the discretion of the Commander with the advise of the Inflight Supervisor.

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Another response from a reader at Mkini:

 

Disappointing response from MAS

Former MAS Frequent Flyer | Jan 23, 09 5:14pm

I refer to the letter Horror flight: MAS regrets incident.

 

Does it matter if the passenger was an ‘Ugly Malaysian’? MAS’ management of the problem was less than satisfactory. There was no assurance that future similar incidents would not recur and that procedures had been improved. From the victim’s account, the cabin crew procedures were shocking.

 

Reading the response from MAS, I am pleased to note that their staff have corroborated the woman's story and there is no reason for her to fabricate anything. It is a clear cut case of a difficult passenger whom MAS staff - if they were properly trained - could have managed better.

 

Once the problem was brought to the attention of the MAS cabin crew, they should have shifted the difficult passenger - it does not matter if he was Malaysian or a foreigner. Not shift the poor woman.

 

She was right in raising the suggestion that she should have been moved to Business Class out of the view of the man and a potential threat. MAS would have scored more Brownie points for this little act of good public relations.

 

For the poor woman to travel with this obnoxious man must have been a traumatic experience, and MAS has not answered the queries raised by the woman.

 

Knowing that the man must be highly-strung because of his unpleasant experience of being turned back by Pakistan immigration, MAS should have been more alert to the difficulty he would pose, as, in fact, was borne out by what subsequently happened when he was on the plane.

 

From the woman's account, the man had exhibited criminal intimidation as he had raised his fist and verbally abused a fellow passenger. That would be sufficient for him to be arrested and charged.

 

Some airlines would have arranged for the police to arrest the man upon arrival. But obviously, MAS is not one of those airlines.

 

Another culpable offence is drunkenness and loutish behaviour by passengers. I once travelled on a flight from Australia to Kuala Lumpur and throughout the flight, a drunken group of Australians created a nuisance.

 

Hollering and laughing throughout the flight, they disturbed the peace of other passengers but the MAS crew did nothing - not even a word to them to lower their voices.

 

Upon arrival at KLIA, a passenger exchanged a few words with one of the rowdy Australians who was jumping onto the luggage conveyor belt but he ended up with a bloodied nose for his civic duty.

 

A more responsible airline crew leader would have ensured the drunken Australians did not create any potential trouble on board under the influence of alcohol.

 

My opinion is that MAS has not properly trained its crew to manage difficult situations, especially in dealing with aggressive passengers. I am disappointed that as the country's national airline it is not more careful when serving alcohol especially when it is obvious the passengers are drunk.

 

A responsible response would be to stop serving any more alcoholic drinks to any obviously drunken passenger.

 

In the above letter, I don't see any apology from John Low, the Customer Response Manager, to the traumatised woman, or any explanation as to why MAS did not answer or return her calls. Nor did he answer any of her questions for the public's benefit.

 

And should not MAS require its crew to report any untoward incident occurring during a flight? Should they not then follow up with any aggrieved passenger?

 

Is the tidak apa attitude part of the ethos of MAS? I wonder what would have happened if the victim had not written her letter of complaint in the first place.

 

Come on MAS, you can do better.

http://www.malaysiakini.com/letters/97071

 

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btw, just curious.. what's the security procedure if not one, but about 50-100 passengers onboard MIDFLIGHT get rowdy?

i was on a Qatar Airways flight a few years back. Doha - KUL via Kathmandu. I guess many Nepalese workers to malaysia were onboard making nuisance. for goodness sake, they were standing and some were walking around just prior to touchdown~! IFS shouted n scolded them, but they dun understand english... anyway, IFS were already strapped for landing... shouting across the cabin. lol

 

 

Haha....I had a similar issue with passengers on board an AK flight from KCH to KUL....and whats embarassing was those clowns were actually our local Malaysians, who would not sit down despite the IFS screaming across with and without the the PA system !!!

 

 

:rolleyes: :rolleyes: :rolleyes:

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a bit off topic but imagine the guy sitting next to you took his phone out 5minutes to landing and speaking in arabic to confirm if the person who is picking him up is there at the terminal.. this was in a flight from CAI-LXR.. scary.. especially when the plane is on shorts to final..

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a bit off topic but imagine the guy sitting next to you took his phone out 5minutes to landing and speaking in arabic to confirm if the person who is picking him up is there at the terminal.. this was in a flight from CAI-LXR.. scary.. especially when the plane is on shorts to final..

 

 

What so scary about Arab and using hand phone on short final? :sorry:

 

:drinks:

 

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a bit off topic but imagine the guy sitting next to you took his phone out 5minutes to landing and speaking in arabic to confirm if the person who is picking him up is there at the terminal.. this was in a flight from CAI-LXR.. scary.. especially when the plane is on shorts to final..

 

This is embarrassing to think some of our member have this type of thought. Surely influenced by Hollywood and the media.

 

Real terrorist speaks Hebrew. Remember Gaza?

 

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This is embarrassing to think some of our member have this type of thought. Surely influenced by Hollywood and the media.

 

Real terrorist speaks Hebrew. Remember Gaza?

 

Feb. 21, 1972 Sinai: civilian Libyan Arab Airlines Boeing 727 shot down by Israeli fighters killing 108 pax.

 

Some actually speak English.

Persian Gulf, July 3, 1988. Persian Gulf: U.S. Navy cruiser Vincennes shot down Iran Air Airbus A-300 after mistaking it for an attacking jet fighter; 290 killed.

 

Back to topic;

 

I think MH PR is exercising restraint in responding with the full story and is very generous to the aggrieved pax in doing so. Its always the case. Airlines or large Corporations seldom take an adversorial stand against their pasengers, sometimes to its detriment.

 

 

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