If you rant, also talk about good things

[Georg Burdicek 1]

After my rant about my recent experience, I guess I also should report about the bright sides of travelling on MH.

 

Today I was travelling on MH 607 from KUL to SIN. Checked in early at KL Sentral, and left early to the airport to finish up some work and take a refreshing shower at the First Class lounge.

 

At boarding time (lounge at sattelite, gate G6 at contact pier), I checked my documents - and shock! neither passport nor boardingpass were there. 30 minutes left until departure. Where could they be? Left at the shower? At the seat? Somewhere else... Nothing to find... pace went up as time flew by...10 minutes till departure time. "We are paging passenger Georg Burdicek, please proceed immediatly to gate G6...." No documents to find.

In the meantime, 6 groundstaff were searching the lounge. The young lady at the lounge checkin counter asked kindly if she could search my handbag, meanwhile i was ripping my troley apart.... 19:26 - scheduled departure should be 19.30. I already saw my flight leaving and my connection on SQ to FRA and VIE as well....

"Sir, may it be this....?" - and she really found it! It was in my bag but in a division where i usually put nothing in and therefore did not check. 19.28 - "Now hurry, I'll escort you".

 

Sweating like I don't know what (i felt every single pound of fat in my overweight body) finally I arrived at the airplane at 19:35...

 

We had to wait for antoher 15 minutes before we could finally depart.

 

Allthough being late, i was warmly welcomed by the crew, and pampered with several hot towels as they saw that I was seriously exhausted. I was also given several glasses of water, and calmed down by a very nice crewmember "relax, sometimes even our captain arrives too late."

 

Now today this was service as I knew it from Malaysia Airlines. Everybody smiling, polite and professional.

They even cared to adress us with our names - on a 55 Minutes flight!

Of course, meal service is time restricted, but nonetheless was carried out with the same warmth and professionality.

 

By the way, if they would cater those sandwiches and fruits in the snackbox, i guess complaints could be less.

 

So I want to say thank you to all involved in my rescue today. They really showed how customer care should work!

 

I am currently in Singapore, waiting for my flight in the old queen of the skies back to europe.

 

[Wilber Tan 0]

what an exciting experience you have..you should have learnt a lesson.

 

Well, good job and well done to the ground crew and cabin crew.

Phew..i feel nervous while reading your post..haha lucky u can get thier help.

 

Wonder if travelling on economy class has such great service onot or they just ignore you

[Hon Kit 3]

I also experience that before. Was travelling from PER heading back to KUL via SIN. Was in transfer counter at SIN . taking out my airtickets and looking for my passport all around me. Pocket , bag , and everywhere. Was shaking at that moment that i couldnt get home without my passport! I dont mind losing my wallet and others but not my passport!!! So i head back to the plane i arrive from PER to check the plane. Luckly on the way to the gate , my name was announce that they found a lost passport. Felt sooooo relieve after that.

 

George, have a safe flight back home! =)

[V Wong 0]

I may be exaggerating, but it seems MH's crew is the only saving grace of this airline at the moment. The warm greeting upon boarding immediately makes one feel at home after a long period overseas.

[Loh Wilson 0]

I am so glad that to hear our MH is still one of the best cabin crew around the world.

[Rozhan 0]

I've met many nice and friendly cabin crew in my years of travelling on MH. Also included are those who work at the check-in counters and general workers.

 

One memorable one was a somewhat elderly pakcik who wore MAS yellow overalls (this was in early 1980s) who happened to be near the check-in counter. He helped me with my luggage to the counter without even my asking. He was a most cheerful person I've ever met and doing what a porter would do for First Class passangers at KLIA today. I'm quite sure he was just lepaking there, but went the extra mile for passengers.

 

The crew etc. are the frontliners of MH, and sometimes they do tell me they feel bad about having to implement company policies they don't even agree with. They are nice people indeed, and if only I can fly MAS more often if not for their relatively high fares and less-than-superior products since BTP (and I mean products, not services).

[Jessnor Arif 1]

The warm greeting upon boarding immediately makes one feel at home after a long period overseas.

 

Hey that why I always fly with MH whenever I fly home for my holiday. Although I have to pay about €200 more with MH as compared to EK. I am feeling at home even before they are cleared for push back.

[BC Tam 2]

..... and calmed down by a very nice crewmember "relax, sometimes even our captain arrives too late."

On the surface a nice touch, but certainly lacking in professionalism !

[S V Choong 4]

On the surface a nice touch, but certainly lacking in professionalism!

 

I believe calming down the passenger does not mean the exposure of the not so professional side of the captain?

Edited November 4, 2007 by S V Choong

[Gavin Andrew David 6]

Indeed but I must say that this kind of personal service offered to the passenger is what people come to expect from a ' 5 star airline '

 

Friendly warm and kind service from the flight attendants ,

 

But from what I've seen and heard from many , it is not always the case and rarely do we come across those with this sort of service . Often come across F/A's that couldn't care less about you and think that they are ' better ' than you . Something like the ' Ingat bagus ' character that I certainly hate to see .

 

And as far as I know , filling in feedback forms will just end up with a response saying ' we value your feedback and we have passed it on to Ms. Bla bla bla and bla bla bla bla ' which is rubbish because nothing is going to change and gosh that is truly frustrating . Hate feedback forms !

[Waiping 12]

From the latest Enrich newsletter.

 

5 Star Ranking shows Malaysia Airlines serves you best

 

Once again, Malaysia Airlines has emerged as one of the top airlines in the

world, achieving 5 Star Airline status in the annual ranking of airlines by

Skytrax. The award is based on their Quality-Cost-Value-Satisfaction (QCVS)

audit, which assesses categories such as seat comfort, inflight

entertainment, onboard catering and most of all, quality of staff service.

Other than Malaysia Airlines, only three airlines in the world have achieved a

5 Star Ranking. Datuk Idris Jala, Managing Director / CEO of Malaysia

Airlines, attributes the recognition to “the true spirit of Malaysia Airlines,

where all our customers are treated as special guests.” Skytrax found

Malaysia Airlines to offer service that goes beyond customer expectations.

The 5 Star Ranking is applied and renewed annually by Skytrax Research of

London, an independent organisation with thirteen years of experience in

airline service research. The survey results can be found online at

www.airlinequality.com.

[Guest Michael]

Got to be happy how MAS is maintaining its 5 star status like Idris said it will continue to do so actually. I hear casseroles have returned now on virtually all flights as well is that right??

[Guest Michael]

MAS still has some good points I must agree with you there.

[Galson Y. 0]

Wonder if travelling on economy class has such great service onot or they just ignore you

 

I was thinking exactly the same things....

[Teoh Z Yao 0]

Kudos to the crews!

 

I'm happy that you found that flight on MH delighting this time 'round...

 

Yeah, sometimes we are pissed off by certain quarters, but there are also times you're impressed by a portion of them...

 

Kudos again!

 

[rauf 0]

Hey that why I always fly with MH whenever I fly home for my holiday. Although I have to pay about €200 more with MH as compared to EK. I am feeling at home even before they are cleared for push back.

 

but EK's services are also damn gd, LOL rm 1400 just to feel at home

[Nicholas Wan 0]

I am so glad that to hear our MH is still one of the best cabin crew around the world.

 

 

Thank you Thank you....ahem...next time i see you onboard i will make teh tarik for you..

[Guest Michael]

There is always good service to go around on board MAS no matter what class you travel in.

[Mohd Azizul Ramli 2]

There is always good service to go around on board MAS no matter what class you travel in.

I agree with Michael there. Service on MH has been wonderful even though you are flying at the back of the aircraft. I have been flying only on 4 legacy airlines; MH on 94 sectors; LH, KL and GA on 2 sectors each, so I guess that alone should testify why I am a die hard fan of MH.

 

Allthough being late, i was warmly welcomed by the crew, and pampered with several hot towels as they saw that I was seriously exhausted. I was also given several glasses of water, and calmed down by a very nice crewmember "relax, sometimes even our captain arrives too late."

My colleagues and I were very late on our LH flight from HAM-LHR in 2004. Once we got onboard, the crew closed the door immediately while her colleague came up to the PA and announced that boarding was 'finally' completed. We have yet to reach our seats on the B733 at that moment but unfortunately received 'death stares' from another 2 crew along the aisle. The flight ended up returning to HAM after flying for about 20 minutes due to some technical problem. Padan muka Lufthansa!

 

I have quite the same story as Georg as well. I left my passport by mistake at MH's ticketing office in KUL somewhere in 2005. I was flying KUL-KCH-PNK with MH on Economy Class on that day and only realised that my passport was missing upon descending into KCH. Without the passport, I cannot enter PNK in Indonesia. I desperately need to return to my work base at that time.

 

Once touched the ground, I received a text from my sister telling me that MH gave a call to my home telling that they found my passport. The next couple of minutes was spent on phone calls to a very friendly MH staff who assured me that the passport will be delivered to me in KCH on the same day, without me have to return to KUL to pick it up. Asking on where did he got my home number, he replied, "We got it from your Enrich membership particular, Sir". My Enrich card is always clipped together with my passport, ...aha!

 

The MH staff in KCH have been very helpful (in changing my ticket to PNK to the next available flight, to offload my luggages which have been checked in direct to PNK and to lend me their telephones and office spaces so that I could communicate with the MH staff in KUL).

 

And he delivered his word. I received my passport that night by hand.

 

After that incident, I affirmed myself that I won't fly any other carrier other than MH (unless MH doesn't fly to the destination) by all mean whatsoever!

[Guest Michael]

Azizul I know I am right oh send me a text some time when u can mate.

[DavidC 0]

Indeed MH has many plus points in terms of cutsomer services, world class if not beyond. Pockets of faults here and there are expected as FAs are merely human beings - which brings me to the next point, i.e. the products, i.e. age of aircrafts. Customers may excuse you a few times by compensating the tired products with service but hey, between flying a younger aircraft and an ageing ones, the temptation factor must take into consideration. Just like hotels, you will still lose you guests no matter how good your service is to other properties that is more canggih (sophistacated) and new. So IJ, your 5 star airline with LCC business model may work provided you/your team know what to spend and what not to spend.... my 2 sens worth!

 

DavidC

[Pieter C. 5]

Other than Malaysia Airlines, only three airlines in the world have achieved a

5 Star Ranking.

 

5 Star Airlines - 2008 as per Skytrax:

 

Asiana Airlines

 

Kingfisher Airlines

 

Malaysia Airlines

 

Qatar Airways

 

Singapore Airlines

 

Cathay Pacific Airways

 

Amazing to see, all 6 are Asian airlines (except QR)...

[Mushrif A 3]

Last time I checked, Middle east is still part of Asia...remember the Asian Games in Doha not too long ago.

 

So, make that all 5-stars, as assessed by skytrax, are asian.