EX­EM­PLARY SER­VICE

Business Traveller - - INBOX YOUR LETTERS -

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.

In par­tic­u­lar, my re­turn flight MH136 from Ade­laide to Kuala Lumpur on May 1 (served by an A330-300) was truly out­stand­ing, and ex­em­pli­fies the idea 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.

I have seen a va­ri­ety of ser­vice styles and pas­sen­ger en­gage­ment, how­ever, on this flight crew were truly happy 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 well main­tained.

In par­tic­u­lar the small touches such as con­sis­tent use of pas­sen­gers’ names, of­fer­ing of ad­di­tional ameni­ties, po­lite con­ver­sa­tion and sub­tle, 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.

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

Jamie Mead, Kuala Lumpur

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