Said Bani CM Din, who says he is a loyal customer of Malaysia Airlines, has made a heartfelt plea for the company to improve its service and restore its legacy. - Malaysia Airlines pic, October 30, 2024
A call for Malaysia Airlines to rediscover its roots – Said Bani CM Din
Frequent flyer urges national carrier to revive its commitment to quality and customer care
30 October, 2024
9:21 PM MYT
I WRITE this letter with a heavy heart. After nearly three decades of loyalty to Malaysia Airlines (MAS), it pains me to say that our national carrier, once a symbol of pride and prestige, is rapidly losing its appeal. As a frequent traveller since my 30s and 40s—flying MAS monthly for work across the globe—my commitment to our national airline has remained steadfast. Even in the face of criticisms, I stood by MAS, altering flights and routes just to support it.
Today, in my late 50s, I still travel monthly to Sarawak and take an annual trip abroad to Mecca. However, I now find myself questioning whether this loyalty is justified.
Sarawak is a gem waiting to be discovered, with immense tourism potential. But with current airfares, especially on MAS, many potential travellers are priced out, severely hampering the state’s tourism growth. The recent prices to Kuching are, to put it plainly, shocking. Last minute bookings are unavoidable at times, but I was appalled to be charged nearly RM4,700 for a return business ticket to Kuching. Even my staff, flying economy, paid close to RM3,000 for the same route. Planning ahead doesn’t seem to help much either; even when booked a month in advance, return tickets are close to RM3,000 for business and over RM1,300 for economy. This level of pricing is absurd, especially for a domestic route.
I believe, as many do, that with premium prices should come a premium experience. Unfortunately, MAS no longer delivers on this. The business lounge, once a place to relax before flights, has deteriorated. As I write this on 30th October, the restrooms in the lounge are still under renovation—a situation I encountered throughout September as well.
The dining experience in the lounge has lost its lustre. Recently, while attempting to enjoy a simple nasi lemak, I was served boiled eggs still in their shell. When I requested help to remove the shell, the response from the staff was, “we don’t do that,” which was both disappointing and telling of how far standards have dropped. Onboard, the situation doesn’t improve.
In business class, we now deal with seats that don’t recline properly. The food, an essential part of any long-haul experience, has worsened. On two recent occasions, the in-flight meals were barely edible, bordering on “off.” In one instance, the lack of quality even made me hesitate to eat. The lack of comfort, both in facilities and amenities, makes each flight less enjoyable than the last.
Even my annual long-haul flights to Mecca on MAS, which I look forward to each year, have not been immune to these setbacks. Travelling such distances should bring an experience that feels seamless and comfortable, but MAS has started to fall short, even here.
Adding to this is the cumbersome process of booking tickets online. With ticket sales exclusively digital, resolving booking issues becomes frustratingly difficult. Customer service, once a proud element of MAS’s offering, is increasingly subpar, with representatives often unable to assist adequately. The only saving grace, as many loyal customers like myself would agree, are the cabin crew. Their friendliness and dedication are a testament to the heart and spirit MAS was once known for—they are MAS’s real assets.
If MAS continues along this trajectory, it will lose the loyalty of not only long-standing customers like myself but also the new generation of travellers. Competing airlines like Emirates and Saudi Airlines are waiting in the wings, ready to welcome disillusioned MAS customers with open arms. As I reluctantly contemplate flying with them, I realise how close MAS is to losing the competitive edge it once had.
My hope is that MAS’s management and its owners take heed of these issues and recognise the urgent need for improvement. This isn’t just about ticket prices or outdated lounges; it’s about restoring pride in our national airline and ensuring it represents Malaysia as it once did—with quality, excellence, and care.
MAS has a legacy worth fighting for, but only if the commitment to improvement is genuine. For the sake of all who continue to fly MAS out of loyalty and pride, I urge the airline’s leadership to act swiftly and decisively to bring MAS back to its roots as a serious and reliable airline worthy of our national identity. – October 30, 2024
A call for Malaysia Airlines to rediscover its roots – Said Bani CM Din
Frequent flyer urges national carrier to revive its commitment to quality and customer care
30 October, 2024
9:21 PM MYT
I WRITE this letter with a heavy heart. After nearly three decades of loyalty to Malaysia Airlines (MAS), it pains me to say that our national carrier, once a symbol of pride and prestige, is rapidly losing its appeal. As a frequent traveller since my 30s and 40s—flying MAS monthly for work across the globe—my commitment to our national airline has remained steadfast. Even in the face of criticisms, I stood by MAS, altering flights and routes just to support it.
Today, in my late 50s, I still travel monthly to Sarawak and take an annual trip abroad to Mecca. However, I now find myself questioning whether this loyalty is justified.
Sarawak is a gem waiting to be discovered, with immense tourism potential. But with current airfares, especially on MAS, many potential travellers are priced out, severely hampering the state’s tourism growth. The recent prices to Kuching are, to put it plainly, shocking. Last minute bookings are unavoidable at times, but I was appalled to be charged nearly RM4,700 for a return business ticket to Kuching. Even my staff, flying economy, paid close to RM3,000 for the same route. Planning ahead doesn’t seem to help much either; even when booked a month in advance, return tickets are close to RM3,000 for business and over RM1,300 for economy. This level of pricing is absurd, especially for a domestic route.
I believe, as many do, that with premium prices should come a premium experience. Unfortunately, MAS no longer delivers on this. The business lounge, once a place to relax before flights, has deteriorated. As I write this on 30th October, the restrooms in the lounge are still under renovation—a situation I encountered throughout September as well.
The dining experience in the lounge has lost its lustre. Recently, while attempting to enjoy a simple nasi lemak, I was served boiled eggs still in their shell. When I requested help to remove the shell, the response from the staff was, “we don’t do that,” which was both disappointing and telling of how far standards have dropped. Onboard, the situation doesn’t improve.
In business class, we now deal with seats that don’t recline properly. The food, an essential part of any long-haul experience, has worsened. On two recent occasions, the in-flight meals were barely edible, bordering on “off.” In one instance, the lack of quality even made me hesitate to eat. The lack of comfort, both in facilities and amenities, makes each flight less enjoyable than the last.
Even my annual long-haul flights to Mecca on MAS, which I look forward to each year, have not been immune to these setbacks. Travelling such distances should bring an experience that feels seamless and comfortable, but MAS has started to fall short, even here.
Adding to this is the cumbersome process of booking tickets online. With ticket sales exclusively digital, resolving booking issues becomes frustratingly difficult. Customer service, once a proud element of MAS’s offering, is increasingly subpar, with representatives often unable to assist adequately. The only saving grace, as many loyal customers like myself would agree, are the cabin crew. Their friendliness and dedication are a testament to the heart and spirit MAS was once known for—they are MAS’s real assets.
If MAS continues along this trajectory, it will lose the loyalty of not only long-standing customers like myself but also the new generation of travellers. Competing airlines like Emirates and Saudi Airlines are waiting in the wings, ready to welcome disillusioned MAS customers with open arms. As I reluctantly contemplate flying with them, I realise how close MAS is to losing the competitive edge it once had.
My hope is that MAS’s management and its owners take heed of these issues and recognise the urgent need for improvement. This isn’t just about ticket prices or outdated lounges; it’s about restoring pride in our national airline and ensuring it represents Malaysia as it once did—with quality, excellence, and care.
MAS has a legacy worth fighting for, but only if the commitment to improvement is genuine. For the sake of all who continue to fly MAS out of loyalty and pride, I urge the airline’s leadership to act swiftly and decisively to bring MAS back to its roots as a serious and reliable airline worthy of our national identity. – October 30, 2024
Said Bani CM Din is a loyal, but concerned, MAS traveller
Curious, who is the CEO and other key management team? Any engagement from them at social communication level? I too hope MAS can be something to be proud of, but as an orfinary person with limited budget, any time travel that requires flying, MAS is not the first option in an internet search, either no longer flying to the location or price out of budget range.
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