EXEMPLARY CUSTOMER SERVICE

I am a very regular traveller on Malaysia Airlines and Oneworld alliance carriers, both short and long haul, and I would like to commend Malaysia Airlines for two excellent flights recently (MH136 and MH139).

In particular, my return flight MH136 from Adelaide to Kuala Lumpur on May 1 (served by an A330-300) was truly outstanding and exemplifies that the cabin crew in charge set the tone for all crew members and the passenger experience on board.

The business class cabin was 90 per cent full and attended to by four crew members who could not do enough and worked the cabin almost non-stop across the seven-hour flight.

Being a very frequent traveller I have seen a variety of service styles and passenger engagement, however on this flight they were truly happy, engaged and proactive. Drinks were offered and served quickly, refills were plentiful and discreetly poured, the meals were served in an organised and efficient way, the cabin was in good order and clean, and the bathrooms were maintained across the entire (day) flight.

In particular the small touches such as consistent use of passengers’ names, offering of additional amenities (pillow, slippers, newspapers, etc), polite conversation and discreet, anticipatory service were truly impressive.

The crew member in charge was smiling throughout and rarely sat down at the front galley; instead he assisted with the cabin service and speaking with the passengers – this really solid customer focus is rarely seen and was replicated by the three other crew members in the business cabin.

Disembarkation was swift, all passengers bid farewell by name and the bags arrived unusually fast for KLIA – 25 minutes gate to car!

Well done Malaysia Airlines and I hope this is a sign of things to come on all of your domestic, regional and long-haul flights. Jamie Mead, Kuala Lumpur