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