05th July 2013 Our GTS: 1442-06/2013/HM Mr. Lim Tau Seng Email:blts3356@yahoo MH380/ KUALA LUMPUR-GUANGZHOU/13ST JUNE 2013 Dear Mr. Lim Thank you for your feedback on 19th June 2013. Please accept our sincere apologies for the unpleasant experience onboard your flight and we are sorry for the time taken in reverting back to you. Please allow us to address each issues raised individually: Personal Entertainment and Facilities onboard your flight Our checks revealed that while most of our B737-800 aircrafts are indeed equipped with the personal 10.6 inch LCD widescreen, there are a total of 02 leased B737-800 aircrafts within our fleet which are not equipped with the personal screens. Checks show that your flight had travelled on, had in fact been operated by the leased aircraft which was equipped with the drop down entertainment screen. We do understand that this situation had compromised your flight experience considerably and acknowledge your disappointment at not being able to experience the personal entertainment screen on this journey. While we regret this incident very much, please allow us to explain that the information on our website is meant to give passenger a preview of our overall fleet of aircraft and in-flight equipment available as well as the type of aircraft scheduled to be used for all journey on Malaysia Airlines. This is however is certainly subject to change due to various operational reasons and constraints. This is accordance to Article 10.4 of Our General Conditions of Carriage that can be found in our website adopted by all international airlines, which affirms the airline reserve the right to substitute an alternative carrier and/or aircraft. Notwithstanding the above, please do assure you that we are currently upgrading our current fleets of aircrafts. These upgrades will mean that there will be better facilities, more moving space and other improvements such as more superior in flight entertainment enjoyed onboard. While we are working towards responding to all our customer needs, we had admittedly not been able to meet you expectations during your recent travel with us on MH380 owing to operational requirements. Meal Service Onboard Your Flight Please allow us to assure that much care goes into the preparation and delivery of our in-flight meals are constantly stepping up efforts to meet and exceed our customer’s needs. As such, we are also continuously monitoring our customer’s feedback on the in-flight meals to further enhance the menu and our service delivery so that our customers may enjoy the best of our in-flight service. However, we thank you for the points you have made on the portion of food. To that, we have since conveyed your observations and suggestion to respective departments for their review and necessary action. We wish to assure you that we are constantly striving to innovate and improve our products as well as our services to our customers. However we deeply regret our service offerings not meet your expectation. To that, your report had been channeled to our management for immediate action and rectification. Mr. Lim, we truly value the time taken in bringing this matter to our attention, as your feedback is very important to us in monitoring our passengers’ concerns, therefore enabling us to improve and provide an outstanding flying experience. We wish to assure you that we will continuously improve our products and services for our esteemed passengers. Our greatest joy is to be able to bring you high quality products and services that add pleasure to your flying experience. We thank you for taking the time in bringing this matter to our attention, as your feedback is very important to us in monitoring our passengers. This enables us to improve and provide our customers with an outstanding flying experience. We look forward to hearing from you again soon. Yours Sincerely for Malaysia Airlines, Huzaimah Muhammad Customer Care Department
Posted on: Fri, 02 Aug 2013 09:57:12 +0000
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