TOP OR BOTTOM?
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.