Wednesday, December 12, 2012

Malaysia Airlines' Customer Week Delights Travellers at KL International Airport

Malaysia Airlines (MAS) today engaged travellers at KL International Airport (KLIA) at the start of its 2nd MH Customer Week in celebration of its guests’ continuous support.

From today till 14 December 2012, travellers on selected flight arrivals and departures at KLIA can expect to receive a gift from the National Carrier.

The initiative is in line with the MAS’ Business Plan where ‘Branded Customer Experience’ as one of the three foundations for achieving the airline’s vision to be the Preferred Premium Carrier.

Director of Customer Services, Dato’ Salleh Ahmad Tabrani said “During the 1st MH Customer Week held from 4 to 8 June this year, we had senior Management members go to the ground to interact with customers together with front-liners. This time around, we continue the move to reinforce our ‘customer-oriented culture' by showing appreciation to our customers who have been supporting us.”

 “During Customer Week, our staff will meet-and-greet passengers at selected departure and arrival gates. Be it for First, Business, Economy Class and even children, there is a gift for everyone”, he added.

In addition to the ‘Customer Week’, the number 40 will play a significant role in surprising travelers. Already this morning, guests seated in Row 40 on the Kuala Lumpur-Melbourne flight were pleasantly surprised to receive a special gift and the fun is part of a series of campaigns in 2012/2013 to commemorate Malaysia Airlines’ 40th Anniversary of Malaysia Hospitality.

In the last MH Customer Week held June this year, several programmes were introduced at specific durations to strengthen customer orientation among front-liners. Highlights included MAS’ senior management, and even Group CEO Ahmad Jauhari Yahya, assisting staff at customer touch points in Kuala Lumpur, Subang and KLIA. Areas covered were call centre, baggage handling, ramp, check-in services, ticket offices, transfer desks and lounges throughout specific durations of the programme. 

Another MH Customer Week programme is the Aircraft Sweep audit whereby cross-functional volunteers (which consists of MAS staff) perform 100% checks on aircraft seats, cabin defects and cleanliness to check customer expectations.

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