Kader 0 Report post Posted January 28, 2009 (edited) 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. imho in respect of MAS training department,training is sufficient(covered), however, to me it will never be sufficient enough.I think as a person aged, more wisdom to come 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. Fact or assumption? 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. Correct! Some airlines would have arranged for the police to arrest the man upon arrival. But obviously, MAS is not one of those airlines. Are you joking? 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. What are the guards there doin? Hmm maybe our captains and crew shall man the conveyor belt too 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. i also wonder.. Come on MAS, you can do better. http://www.malaysiakini.com/letters/97071 IMHO. Enuff said, Let's just do it better Edited January 28, 2009 by Kader Share this post Link to post Share on other sites
Min Chun 0 Report post Posted January 28, 2009 Uhhh MAS..you should have done something better =.= A moron was seated behind my seats in my last midnight flight from MEL-BKK with TG.He is a white and was already drunk before boarding. Cabin lights were off and I was watching movie when he starts to disturb. He stood up and put up a plastic bad on his head as a hat, yelled, shouted rude words after pushing & kicking my chairs. I complaint to a flight attendant many times and the inflight supervisor came. She asked me about the situation, made an apology to me and she turned and warned that fellow. Fortunately that stupid fellow did not make much noise after that. Good job TG Share this post Link to post Share on other sites
Kader 0 Report post Posted January 28, 2009 :offtopic: min chun, got snap his pict o not? plastic bag as Hat?.. thats new to me. Share this post Link to post Share on other sites
Min Chun 0 Report post Posted February 8, 2009 Ah I didnt.. I was worrying my safety and it was a midnight flight.. lights off and most are snoozing.. Share this post Link to post Share on other sites
Adrian T 0 Report post Posted March 11, 2009 5* cabin crew who are not trained to deal with violent situations? OMG.. It really angers me to read about this. The victim is further victimised for the sake of the abuser. I cannot believe that the victim was removed "because she had to be removed from the situation". What kind of logic is that? It's like a hijacker enters the cockpit, it's better to have the pilots leave the cockpit so that the hijacker won't be able to cause trouble or perhaps let the hijacker pilot the plane and bring it back safely to ground. Does that make sense to you? So fellow MH pilots, this is your company's stand. Remember, God forbid, if the hijacker manages to enter the cockpit, to leave the cockpit and ask him to be gentle with the plane. W*F! (Sorry...cannot help it) Just my 2 cents.. Share this post Link to post Share on other sites
Tony 1 Report post Posted March 11, 2009 Training aside, I wonder if any of us here had put ourselves in the shoes of the cabin crew. What would you do? Don't think from your seat, but imagine you were there, in the situation, and a bit shocked by the reaction of the rude passenger. What could you have done better? Perhaps MH should review their training syllabus? Perhaps the module on dealing with difficult situation and unruly passenger needs to be strengthen? Or perhaps the SOP needs to be reviewed - to call upon the authorities for removal of unruly passenger... Share this post Link to post Share on other sites
Adrian T 0 Report post Posted March 12, 2009 Then I am sorry to say that whoever that was handling the case is not fit to be in the service sector. That's how it is being in the front line. You don't expect life to be a bed of roses. Being in the front line, you have to be prepared to meet people - different kinds. Lives are at stake here and it is the responsibility of the cabin crew and technical crew to ensure that and not to be cowed by an abusive passenger. Worse of all, an innocent lady is being sacrificed in the process. They should side the lady and not the abuser. If I were the IFS, I would pray that the abuser punches me in the face so that I can kick him off the plane instead of giving into his demands. The abuser has no right to act the way he does. I think in other flights, he'll be sitting in the lockup instead of being allowed to travel. If that is the case, maybe I will book economy class then when I board the plane, I will make a hell of a noise in first class hoping that I will get a seat there. It's just so wrong. Share this post Link to post Share on other sites
Nik H. 3 Report post Posted March 13, 2009 If that is the case, maybe I will book economy class then when I board the plane, I will make a hell of a noise in first class hoping that I will get a seat there. Try that on my flight and see what happens...... Share this post Link to post Share on other sites
TK 0 Report post Posted March 13, 2009 A few times i had a flight with some passengers made a Hell of a noise inflight... 1) Rugby players on board...especially during the Super 14 season. 2)Malaysian's under a group company tour, especially to China and back...worst than being on board a horror MH 161 flight... 3)Indian flight...hell of a noise in a silent way..many call buttons "ting tong"...."water please...i want my water in room temperature" On ground...when a passenger made a hell of a noise.... "we politely tell them to make a "hell of a noise in the Terminal"... this is my experience...not my 2 cents Share this post Link to post Share on other sites
Azreen 0 Report post Posted March 13, 2009 Try that on my flight and see what happens...... He hee heee... And since I travel on FC alot, I should request the airline to put parachute underneath the seat also.. just in case the Capt decides throw someone out of the plane.. kesian da fellow....... All in good humuor guys!!!!! Share this post Link to post Share on other sites
KK Lee 5 Report post Posted March 13, 2009 3)Indian flight...hell of a noise in a silent way..many call buttons "ting tong"...."water please...i want my water in room temperature" Understand cc nick named South Asian sectors ‘Christmas tree sector’. Share this post Link to post Share on other sites
Adrian T 0 Report post Posted March 15, 2009 Try that on my flight and see what happens...... Not sure if I stepped on some nerves there Nik, sorry if I did, but I was just trying to illustrate a point. Seems to me that you are also a person who stands by justice, judging from your "hostile" statement above so I'm sure you understand what I mean. Peace, man. Share this post Link to post Share on other sites
KK Lee 5 Report post Posted April 2, 2009 Understand SQ inflight supervisor is authorized to issue cash voucher (US$100) or offer any item from their duty free for service recovery Except those adamant pax, believe prompt offering by inflight supervisor could have mitigated the situation. Share this post Link to post Share on other sites
C.Foo 3 Report post Posted April 3, 2009 If this is really true than I'm going to give my business to other carriers. I currently looking at flights to Asia and Mh is cheapest. At this rate i'm prepared to pay more for better treatment. Qondolences to the women Share this post Link to post Share on other sites
Sanjay Thaker 0 Report post Posted April 3, 2009 If this is really true than I'm going to give my business to other carriers. I currently looking at flights to Asia and Mh is cheapest. At this rate i'm prepared to pay more for better treatment. Qondolences to the women I am sorry, Foo but i think you may have not been following the updates on the incident and the causes of it all along.. Maybe a little bit more resources on the matter would assist you in picking your choice. Share this post Link to post Share on other sites
Ja Singh 2 Report post Posted April 24, 2009 Imagine being stuck in a plane for 8 hours without PTV ( Abuse #1)and after a peaceful fisrt leg (DXB-KHI) you are then abused by someone (Abuse #2)who boarded on transit, then the judge(Abuse #3) decides to throw you out of the seat that you had been on from the very start of the flight,then adds that it was done out of concern for you.(Abuse #4) Ha ha.. Then comes some MW members saying they doubt the story,2 sides not heard,these group of peole will do anything for an upgrade and so on. Thus abusing her further.(Abuse #5) The awardd for the best abuser in this case goes to ......... It has been known that indian sub continent flights has been top $$ spinners for MH for many years. Tickets used to range in the region of $1800 and a little more $2500 could well get you into europe. While I will certainly travel on MH A330 to PEN,,BKI SIN or DPS (Bali) from KL snd find it a great way to travel I wont enbark on a journey more than 5 hours on that metal,given the sub standard offerings inside, EY AND CLUB. Its high time to upgade them,it sticks out like a sore thumb.To save cost,maybe transfer the T7/747 mini screen seat to this birds and then upgrade those seats in T7/744. Overall it clear that the crew made the wrong judgement but kudos to the PR team for clarifying and trying to rectify the situation.Well done. As one MW member put it. LUcky this incident was on Us shores or we all will be in court. Share this post Link to post Share on other sites
KK Lee 5 Report post Posted April 25, 2009 (edited) A friend who was mislead by SQ cc on meal option onboard, filed a complaint was given 3x 30% discount voucher for J class ticket No doubt, he is impressed and is now hooked on SQ. Edited April 25, 2009 by KK Lee Share this post Link to post Share on other sites
Isaac 0 Report post Posted April 25, 2009 A friend who was mislead by SQ cc on meal option onboard, filed a complaint was given 3x 30% discount voucher for J class ticket No doubt, he is impressed and is now hooked on SQ. That is good customer service. Well done SIA ! Share this post Link to post Share on other sites
S V Choong 4 Report post Posted April 25, 2009 As one MW member put it. LUcky this incident was on Us shores or we all will be in court. WAS or WASN'T? Share this post Link to post Share on other sites
Ja Singh 2 Report post Posted April 26, 2009 Sorry "Wasnt" Share this post Link to post Share on other sites
