Hit by falling bottle on head on MH

[Ja Singh 2]

More than a headache

 

I flew recently from Indonesia to Australia with Malaysia Airlines, via Kuala Lumpur. When the plane landed in KL, a bottle of alcohol fell out of an overhead locker and hit me on my head, which was cut open and bled profusely.

 

The flight attendants applied a dressing and brought a wheelchair to take me to the airport clinic where I was treated and then asked to pay.

 

I said I felt it should be Malaysia Airlines who paid, so the doctor phoned them. But a staff member said the airline would not pay under any circumstances and if I didn't pay I would be offloaded from the flight to Sydney. Another more senior staff member was much more polite but equally insistent that I pay, claiming that it is the responsibility of passengers to ensure that items are properly stowed in the compartments.

 

It took more than 1 hours before the airline agreed to pay. I believe others should know of this attitude to on-board injuries.

 

- Cameron Lindsay

[mohd sukri abd hamid 0]

that so stupid..you cant blame malaysia airlines staff for that..they should not pay you at all

Edited November 6, 2009 by mohd sukri abd hamid

[Pall 0]

Never Place the stuff properly...what to expect man...never ever will the latch open by its own (unless rotten)...probably wrong way of placing it in the compartment...who ever involved should be thankful to be reimbursed by the carrier for something that the person do not deserve at all...

 

Regards

[Ja Singh 2]

that so stupid..you cant blame malaysia airlines staff for that..they should not pay you at all

 

Couople of scenarios to consider before verdict:

 

1. How did the compartment open in the first place,did it open by itself after a hard touch down, resulting in the bottle falling on someone?if thats the case,the compartment latch is faulty as this shouldnt happen. I have seen bins opening after hard touch down on MH many times.

 

2. Who put the bottle in that position? The 744 overhead bins are swooped so that stuff doesnt fall out. Hence in my opinion someone actually put the bottle on top of his bag in the bin which can result in a sliding action of the bottle and falling.

Edited November 7, 2009 by jadivindra

[Waiping 12]

On a few occasions I have seen people putting bottles with water in the overhead compartment and after the plane has taken off, water start to drip from the above.

[Mushrif A 3]

Couople of scenarios to consider before verdict:

 

1. How did the compartment open in the first place,did it open by itself after a hard touch down, resulting in the bottle falling on someone?if thats the case,the compartment latch is faulty as this shouldnt happen. I have seen bins opening after hard touch down on MH many times.

 

2. Who put the bottle in that position? The 744 overhead bins are swooped so that stuff doesnt fall out. Hence in my opinion someone actually put the bottle on top of his bag in the bin which can result in a sliding action of the bottle and falling.

 

I agree with your assessment in pt 1. It can certainly be argued that MH could be at fault. faulty latch, crew failed to secure compartment, etc.

 

On pt 2, it was probably a 734 or an 333 or that odd 332/738. The flight in question was from Indonesia, as per original post.

[Cheng Long 0]

I suspect if it's a faulty latch that opened by itself upon landing, the person would have mentioned it specifically, the "overhead compartment opened by itself!!".

 

But the way she wrote it seemed more like hiding some facts to make it looks like it's all MAS's fault.

 

Orang putih is very good with this kind of thing.. They withhold some facts and only tell partial truth to make them appear all innocent and others look bad..

[Waiping 12]

I suspect if it's a faulty latch that opened by itself upon landing, the person would have mentioned it specifically, the "overhead compartment opened by itself!!".

 

But the way she wrote it seemed more like hiding some facts to make it looks like it's all MAS's fault.

 

Orang putih is very good with this kind of thing.. They withhold some facts and only tell partial truth to make them appear all innocent and others look bad..

 

Yup, we faced the same problem recently when a customer failed to get a cab back to his hotel after sending his camera for repair. They wrote in to file a complaint that we had failed to delight him. I mean it's not our fault that he can't get a cab! Surprisingly my company gave in and offered him some freebies to settle the issue.

[Ja Singh 2]

I suspect if it's a faulty latch that opened by itself upon landing, the person would have mentioned it specifically, the "overhead compartment opened by itself!!".

 

But the way she wrote it seemed more like hiding some facts to make it looks like it's all MAS's fault.

 

Orang putih is very good with this kind of thing.. They withhold some facts and only tell partial truth to make them appear all innocent and others look bad..

Health and safety is a very serious issue in the entire western world. Putting aside whose fault it was, a passenger travelling on an airline, and gets injured while on transit in the airlines home base, it will only be ethical for that airline to pay that bill. Lets face it, its not a bill for a major heart transpant.Hnece in that way, the airline shows you "we care". And that story will be repeated by that customer a hundred times to others telling them how great it to be attended to immediately and also the airline took care of all the bills. (the bandage cost).

 

Maybe more of a PR campaign then anything else. As it is this story appeared in the australian paper and gave MH a bad impression over just a cost of a bandage. Could have been otherwise.

 

So was it worthwhile arguing with that pax from a 5 star airline? NO.

Edited November 7, 2009 by jadivindra

[flee 5]

Yup, we faced the same problem recently when a customer failed to get a cab back to his hotel after sending his camera for repair. They wrote in to file a complaint that we had failed to delight him. I mean it's not our fault that he can't get a cab! Surprisingly my company gave in and offered him some freebies to settle the issue.

That is the difference between a Japanese company and a Malaysian one. Customer service is not usually a strong point for Malaysian companies. So MH is being just like a typical Malaysian company. Japanese companies still think that the customer is always right and it does not cost much to maintain the goodwill.

[Cheng Long 0]

In retrospect, MAS should have just paid for the treatment.. Bandage and a few stitches probably won't cost much.. The way it is, MAS did eventually pay but still got complained.. that's how grateful some people are, though it's probably their silly mistake of simply putting the bottle in the overhead compartment..

 

Money gone and got complained in a national newspaper, really not worth it.. Better just to pay for them in the first place..

 

MAS should study this case and come up with a way to deal with similar cases in the future..

[Kenneth T 0]

It can be quite confusing as to say who should pay.....if the overhead compartment was left unlocked by the passengers, then it may be the passenger responsible for theirs' own safety .....that's my personal view

[BC Tam 2]

MH's reaction is a good illustration of the 'penny wise pound foolish' saying

 

Having said that, the complainant's version does sound a bit economical on the whole facts of matter. From the narration, we cannot assess extent of her culpability in incident - eg. was it her own bottle ? did she pay heed advice over pa to be careful when opening overhead bins ? etc This I suppose should privy between herself and MH until such time litigation for damages arise, if ever

 

And to be fair, it's not just orang putih who are good at diverting blame unto others btw

[Mushrif A 3]

In retrospect, MAS should have just paid for the treatment.. Bandage and a few stitches probably won't cost much.. The way it is, MAS did eventually pay but still got complained.. that's how grateful some people are, though it's probably their silly mistake of simply putting the bottle in the overhead compartment..

 

We were not provided with the intricate details - so we dont know whose bottle it was.

 

Notwithstanding this, MH deserves to get complained because it is making a huge deal of paying for the relatively minor medical treatment. A few hundred ringgit perhaps for the lost of goodwill and bad PR? Not worth it.

[Pieter C. 5]

Orang putih is very good with this kind of thing.. They withhold some facts and only tell partial truth to make them appear all innocent and others look bad..

 

 

And to be fair, it's not just orang putih who are good at diverting blame unto others btw

 

Thank you, thank you, BC !!!

Do not understand why Cheng is generalizing/discriminating this way; can open up a can of worms too, after my many trips to/in/from Malaysia...

[flee 5]

Yes it is bad to tar a whole group of people with one brush. Generally Malaysians are lazy to enforce their consumer rights - that is why Malaysian companies seldom give good customer service. In western countries, consumer rights are given higher priority and consumers usually stand up to suppliers if their rights are infringed.

[Isaac 0]

Generally Malaysians are lazy to enforce their consumer rights - that is why Malaysian companies seldom give good customer service. In western countries, consumer rights are given higher priority and consumers usually stand up to suppliers if their rights are infringed.

Agreed. This is why very frequently, people here always treat Westerners a lot nicer compared to their fellow countrymen or any Asian. Most Westerners will write in just to praise for the good service whilst Asian generally, do not bother to do so no matter how good the service was. Often enough, Westerners will also write in to complain for the bad treatment they received while most Asian will be mad then they just forget about it after a few days without filing in an official complain

[chookyan 0]

Once my TG flight from Rome to Bangkok arrived in Bangkok late due to some technical matters and I missed my connecting flight also on TG to KL. Just as the aircraft opened upon landing, a cabin crew came and inform me that a ground staff will be waiting for me at the aircraft door to escort me to the hotel as I have missed my connecting flight. Wow, I was escorted to the hotel, all meals provided for until my return flight later in the night. To me that is service and I will remember it all the time.

[BC Tam 2]

Once my TG flight from Rome to Bangkok arrived in Bangkok late due to some technical matters and I missed my connecting flight also on TG to KL. Just as the aircraft opened upon landing, a cabin crew came and inform me that a ground staff will be waiting for me at the aircraft door to escort me to the hotel as I have missed my connecting flight. Wow, I was escorted to the hotel, all meals provided for until my return flight later in the night. To me that is service and I will remember it all the time.

Ground to query why TG not accorded 5* status

[Mohd Suhaimi Fariz 2]

It's hard to judge without knowing all the facts. But I wonder, if this incident had happened here in Malaysia instead of Australia, would the treatment be different?

[Mushrif A 3]

It's hard to judge without knowing all the facts. But I wonder, if this incident had happened here in Malaysia instead of Australia, would the treatment be different?

 

The incident happened in Malaysia.

[Mohd Suhaimi Fariz 2]

The incident happened in Malaysia.

 

Oh, I didn't see the VIA KL part. Thought it was in Australia...

[chookyan 0]

Ground to query why TG not accorded 5* status

 

I do fly a lot in my work. To me is an airlines might not be accorded 5* but if the service is excellent I am happy. Sometimes it amaze me, how are the airlines judged? Honestly for long haul economoy MAS sucks - old aircraft, AVOD don't work and the list goes on and on ! Nowadays MAS don't even give the amenities kit for day flights not exceeding 7 hours in Biz. To me that's is bad cos the amenities really promotes the class of the airline. Since I am travelling on company's account - can't complain much.

 

It's hard to judge without knowing all the facts. But I wonder, if this incident had happened here in Malaysia instead of Australia, would the treatment be different?

 

If that happened on flight in bound to Australia it will be different believe me - MAS will be sued on the spot as the Australia airport authorities take a serious view on such matters. I have personally experience it.

[S. Huang 0]

... though it's probably their silly mistake of simply putting the bottle in the overhead compartment..

 

Money gone and got complained in a national newspaper, really not worth it.. Better just to pay for them in the first place..

 

MAS should study this case and come up with a way to deal with similar cases in the future..

 

Most people here are assuming that the bottle belonged to the passenger who was hurt. So, assuming that it was someone else's bottle, should MH pay for the medical cost? How much did the medical bill come to? Sometimes, a little gesture of goodwill (especially if it doesn't burn a hole in the airline's pockets) goes a long way in winning over passengers and generating positive publicity for the airline. Of course, there could be the danger that by paying for the medical bill, MH was assuming full responsibility for the accident, and the passenger would then have every right to sue the pants off MH.

 

It can be quite confusing as to say who should pay.....if the overhead compartment was left unlocked by the passengers, then it may be the passenger responsible for theirs' own safety .....that's my personal view

 

Shouldn't it be the cabin crew who ensures that everything is in order prior to landing? I thought the Captain's announcement for "cabin crew, please prepare the cabin for arrival" basically means that the crew should ensure that everything, from trolleys to cabinets to overhead bins are properly secured?

Edited November 10, 2009 by S. Huang

[BC Tam 2]

..... there could be the danger that by paying for the medical bill, MH was assuming full responsibility for the accident, and the passenger would then have every right to sue the pants off MH.

Thank you for view from this angle - the other edge of the double edged sword I suppose

 

 

..... basically means that the crew should ensure that everything, from trolleys to cabinets to overhead bins are properly secured?

They can at best ensure the overhead bins are locked position, prior to touch down

It would be a tall order indeed if the crew is to verify there are no precariously positioned items within said overhead bins. Not helped in the least by the inevitable rush by some to retrieve their precious property at ealiest opportunity after landing