MAS Replies

There are some issues with the internet connection back at school so here I am typing away on a cybercafe computer in Sibu.
I am also unsure if I will be able to put up future posts.
I have so much to share but so little bandwidth!
Any tycoons reading this?
Care to sponsor me a satellite?

After 2 working days, MAS sent me this reply which I think is deeply disappointing.
Have a read...

Dear Mr. Yong,

Thank you for your email of 15 March 2009 regarding your experience with our services.

Malaysia Airlines' vision is to be The World's Five Star Value Carrier i.e. providing top-quality products and services at the most affordable prices. We are committed to achieve this with absolutely no compromise to safety or quality.

Unfortunately, we are concern to note that you had an unpleasant encounter with our check-in staff. Your dissatisfaction over this matter is understandable and we agree that customers should not be subjected to such service. We have conveyed your comments to the station head for his improvement and immediate corrective action.

On a brighter note, we are glad that another staff assisted to check your booking and then issue you the boarding pass. We do apologise that you didn’t receive the SMS that was sent to you regarding the flight cancellation.

Mr. Yong, we thank you for taking the time to share your experience with us. We truly value feedback such as yours as it helps us review and maintain the quality service that our customers have begun to expect.

We hope this experience will not deter you from flying Malaysia Airlines as we always look forward to your continued patronage.
Why did I say that this reply was deeply disappointing?
- the matter was not resolved. What actions are they going to take? Is the station head even going to take action?
- there is no reassurance that such an offence would not be repeated at another station. What is MAS doing to improve ground staff etiquette?
- are there going to be repeat instances where ppl are only informed through SMS? why dont they try to e-mail or (even better) maybe a phone call as well?

I am deeply disappointed by this reply.
There are also a few spelling & grammar mistakes. See if you can find all of them.

Let me end by saying...
Beggars cant be choosers.
All are losers in a monopoly.


  1. huhu. pelik jugak PR MAS ni...bought MAS tics already..for may and raya~~hopefully evrthing will be fine. hehe.

  2. LOL!

    You want to see how Star Cineplex replied to my letter of complaint?

    "Dear Sir,

    We will look into it. Thanks for your complaint."

    So MAS is like...a lot better xD

  3. print the replied letter and bring it to that staff, later in the future, show it to him and paste it on his face.... huhu (so devil of me).

    enjoy your time there jarod.

  4. Do what the dude above suggests!

    But seriously, its quite a disappointment on how they dealt with things. I worry about the future customers. How dare we brag about hospitality in the advertisments!

    On a lighter note, I pray that God will grant you luck with the internet and may your future relationship will be of mutual benefits.
    Cheers mate! x

  5. Anonymous29/3/09 07:13

    It further shows the Malaysian culture when handling issues.. surface assurance without substance and ignorance after the issue died down..
    Take it easy, bro..
    p/s: As for your satellite sponsorship... Haha.. Maybe you can ask the EXCO of your area.. develop your place for the coming 2010/2011 election.. =)

  6. mybe they reply just setakat reply. buat syarat je.

    who knows kan.

    jarod, i need ur opinion/ ideas for something. visit my blog please. asap.

    thnx loads!

  7. Fa:
    You better double check your flight with the airport before you find at the very last moment that your flight has been changed.

    MAS makes a whole lot of money than Star does.
    Plus MAS does business internationally.
    They should have done sooo much better than this sad PR officer did.

    That's an interesting idea...
    I'll give it some consideration!

    Their on-board hospitality is great but unfortunately the ground staff are less than helpful most of the time.
    This is esp if you do not have blond hair or look like you have a high net worth.

    Malaysians are such surface value ppl.
    I'm glad there are others who see much further.

    okay, I'll check out your blog!

  8. hu..maybe they're still thinking of what kind of punishment they should take towards dat particular staff? ho

    yes,i agree they shud at least state how they are going to prevent this matter from happening again especially when we're stuck in sabah or sarawak without any relatives! hu..

  9. Anonymous7/4/09 19:23

    humm.. i think thats already good. well, what else they can do except giving such promises.. normal situations every where..


  10. Hunny:
    They're still getting business whether or not they correct their staff.
    All I can do is assume between the lines and let this go.

    Being such an illustrious company also binds you to many customer service etiquettes.
    In this case, they haven't done enough.


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