TOP OR BOT­TOM?

Business Traveller - - INBOX YOUR LETTERS -

I am sit­ting in one of the worst lounges I have ever ex­pe­ri­enced around the world. The past two months I have had the mis­for­tune to travel through it many times... So imag­ine my sur­prise to read it was in your “Top 100 air­port lounges” ar­ti­cle in the May is­sue.

The Malaysia Air­lines lounge in the Satel­lite Ter­mi­nal of Kuala Lumpur In­ter­na­tional air­port is a dis­grace. The ser­vice is piti­ful at best. The food and bev­er­age of­fer­ings, if avail­able, are ined­i­ble. How you rate it at all is be­yond me.

My visit to­day: the staff sim­ply glanced up and car­ried on talk­ing to each other. No wel­come at the desk, no “you will de­part from gate x”, etc.

The food buf­fet was empty with a cou­ple of cakes and old, dry fruit left. “More food soon,” I was told… At the bar, I strug­gled to or­der a Sprite. Even­tu­ally I was handed a can. I had to ask for a glass and ice.

What a con­trast with my ex­pe­ri­ence in Am­s­ter­dam, where I had wifi prob­lems and a staff mem­ber let me bor­row her per­sonal mo­bile so I could make an ur­gent call. No chance at a Malaysia Air­lines lounge.

Scot Toon, New Zealand

BUSI­NESS TRAV­ELLER REPLIES:

Thanks for your email. As you men­tion, the Malaysia Air­lines new busi­ness class Golden Lounge in the Satel­lite Ter­mi­nal is one of the lounges in­cluded in our Top 100 Air­port Lounges fea­ture. This list was a com­bi­na­tion of our ex­pe­ri­ences, as well as sug­ges­tions from read­ers. In this case, the lounge was rec­om­mended for its smart de­sign and wide of­fer­ing of Malaysian and Western food op­tions. How­ever, your email goes to show just how im­por­tant con­sis­tency is in de­liv­er­ing ser­vice, par­tic­u­larly in a flag­ship lounge at a car­rier’s home hub – a les­son worth re­mem­ber­ing for all ser­vice providers.

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