Malaysia Airlines Wins the Worst Customer Service Award.

CABIN:
Economy Class

SEAT
NUMBER: 34K

DEPART
FROM: Kuala Lumpur

TRAVELLING
TO: Sydney

I
have just returned to Sydney from a working holiday in the Maldives.

Normally,
I fly with Qantas, as I am a Gold Frequent Flyer member, but as this was a
working trip, my flights were booked by someone else. With Malaysia Airlines
now part of the One World alliance, making me a One World Sapphire member, I
thought this would be no problem.

I
have a chronic neck problem with a bulging disc that crushes nerves, but I
manage it well, and usually have no pain or lack of ability from it. It first
appeared a few years ago, and it was so bad I couldn’t move for 6 weeks. Now I
have learned to recognise the signs, and manage the problem, so I don’t end up
like that again.

However,
working as a journalist and photographer for 5 days on a boat in the Maldives,
with a very uncomfortable bed, had exacerbated my injury. I had a lot of pain,
and was getting numbness in my fingers – a tell tale sign that there was a
problem that could get worse.

I
was very concerned about my flight home, knowing that being in a cramped
position could easily make things worse, so had called the airline from the
boat to see if I could use my frequent flyer points for an upgrade. I was told
that it couldn’t be done over the telephone, and that I should check at the
airport.

At
Male airport, I was informed that it was something I would have to ask at Kuala
Lumpur, as that was the centre for Malaysia Airlines.

My
flight from Male to KL was ok, as the seat next to me had been left empty,  so I was able to accommodate my tall frame,
without being in a cramped position.

At
KLIA, I asked at the Golden Lounge about using my points for an upgrade (as you
can organise this at Qantas lounges), but was told they couldn’t help me in the
lounge. I was told to ask at the Transfer Desk.

This
was quite a long walk for someone in pain, and with hand luggage, but I went to
the Transfer Desk. I explained to the woman there, that I was in a lot of pain,
and I would like to use my points for an upgrade. She told me that was not
possible. She said I could buy an upgrade for “$2000 extra”. Obviously I was
not in a position to do that. I asked if there was any chance I could get an
upgrade anyway. The woman then told me she was unable to upgrade me as the
flight was not full. If economy was full, she said, then she could do it.

I
asked if there was anything else she could do. Could she perhaps get me a seat
at the bulkhead or exit door, so I had more space? She told me to enquire at
the ticket counter next to her.

So
I went to the Ticket Counter. I told the woman at the ticket counter about my
situation, then she advised me that she couldn’t do anything because the flight
was full! I told her the counter next to her had just told me it wasn’t, but
she told me she couldn’t help me.

I
returned to the woman at the Transfer Counter to say the ticket counter had
told me the flight was full. She still insisted it was not full, but she
couldn’t do anything to help me.

She
said I should check at the gate when I was boarding.

When
I returned to the lounge, they too advised I check at the gate.

At
the gate (with no priority boarding for Sapphire Members) I calmly, and briefly
explained my situation to the woman checking my boarding pass. Was there a
chance of a seat at the bulkhead or exit, or something available in Business?
She was very quick to respond with a “No”.

I
boarded and took my seat – 34K. I asked a flight attendant for a bag with ice
in it to put on my neck, and they were very obliging and brought it to me.

As
the flight filled, I began to feel some relief as the seat next to me was staying
vacant.

Once
it appeared everyone had boarded, I noticed a passenger from the back of the
plane march up to the front of the plane, only to return a few minutes later
and come and sit next to me in the vacant seat. I asked her what was happening,
and she showed me a scrap of paper with the seat number next to mine scrawled
on it.

I
asked her what the problem was with her seat. Was it broken, or soiled? She
told me no, she just wanted an aisle seat.

If
her seat had been broken or soiled, I would have left it at that, but as this
was a seat request of hers, I motioned to the ice-pack on my neck, and
explained the degree of pain I was in. I asked her if there was any other seat
she could have taken, or if perhaps she could return to her original seat, as I
was clearly in pain.

She
said no, and so I called for a flight attendant.

I
explained the situation to the flight attendant, and asked if there was another
seat for this woman, due to my circumstances. The flight attendant told me I
would need to speak with the ground staff, and beckoned me to walk to the front
of the plane.

She
gestured to the ground staff lady, and told me to explain the story to her.

The
ground staff lady, rudely stopped my talking, and told me to wait as she went
and spoke with another passenger (about some other matter). When she returned
to hear my story, she was not friendly, but still I explained (for what felt
like the 100^th time) that my neck was very sore, I needed to try to
stretch out as much on this flight to prevent it getting worse. The seat beside
me was vacant, so was there anything she could do? Perhaps move the woman to
another seat or back to her original seat.

The
ground staff lady was very abrupt with her “No”.

I
was still holding the ice-pack on my neck, I showed her the ice, and I pleaded
with her.

Still
“No”.

I
said it wasn’t fair for her to give that woman priority over me. She only
wanted an aisle seat. I was in pain. I thought I would have some priority.

I
asked if there were any other seats, any other solution?

I
was then told by another flight attendant that perhaps I should get off the
plane and seek medical treatment if I have a problem. Perhaps I shouldn’t be
flying? I responded by saying I had received treatment, nothing could be done,
and all that could be done was rest (and I was desperate to get home to see my
3 children).

Then
I was informed, very rudely, by the ground staff woman that the pilot wanted to
leave, and I was holding everyone up, and I should either take my seat, or get
off the plane.

I
said I was just needing some assistance with this matter. I was in pain, the
other woman was just wanting a aisle seat.

Again,
she said that I was to take my seat, or get off the plane.

I
have never been so insulted, or humiliated.

I
do not make a fuss for no reason. I never ask for something if I believe
someone else deserves it more. I am a kind and thoughtful person.

And
I was calm throughout the whole incident. Just in a lot of pain (which was
being made worse by this stress). I pleaded. I said it wasn’t fair.

And
I took my seat with tears in my eyes.

I
had been made to feel ashamed.

I
am a One World Sapphire member.

On
take off, the woman sitting next to me went straight to sleep. She stayed
asleep.

I
spoke with the lovely and helpful flight attendant, Woei Shan, about how my
sleeping neighbour could have slept just as comfortably in her original
(middle) seat. Woei Shan then kindly suggested I could use the crew seats when
they weren’t being used by the crew. I told her she was very kind, and we
chatted some more, and that’s when I learned that there were other seats
available (the flight was not ‘full’ as I had been informed), and what’s more,
there was another aisle seat available!!!

Why
on earth had that woman not been given the other aisle seat?

Why
on earth, when I humbly approached the ground staff lady asking for help, was
she not assigned the other aisle seat?

Why
was I humiliated and told to get off the plane, when there was an immediate and
friendly solution available??

Woei
Shan organised for the sleeping aisle seat woman to move to the other available
aisle seat, and I was able to rest a little more, so I am grateful to her for
her kindness.

As
for the other staff, and particularly the woman on ground staff, I am appalled
by my treatment.

Everywhere
I looked when flying Malaysian on this trip, I saw surveys. In the lounges, at
the airport, and on the planes. Having newly joined with One World, it is clear
you are trying to get feedback on your services, but I can tell you I am very
disappointed.

I
hope you are able to improve your customer service, because there are some
lovely staff members, such as Woei Shan, who are being let down by other
employees in your company.

I
will be forwarding this correspondence to the Qantas Frequent Flyer program as
well.

Regards,

Jacqui 

From Me, To Malaysia
Airlines #2                                 24/06/13  enrich@malaysiaairlines.com 

A copy of
the above email was sent.

MAS Auto Reply from
Online Feedback Form #1       24/06/13 

Dear Jacquelyn,

Thank you for taking the time to
share your comments. They are important in helping us to make your experience
with Malaysia Airlines the best it can be.

Please note that feedback
received after business hours, on weekends and public holidays will be attended
to with priority on the next business day.

If you need immediate assistance,
please contact your nearest Malaysia Airlines office or our 24-hour Call Centre at 1 300 88 3000 (within Malaysia) or
03-7843 3000 (outside Malaysia).

Regards,
The Malaysia Airlines team

From Me, To Malaysia
Airlines #3                      25/06/13  pamela@malaysiaairlines.com 

Hello
Pamela,

So here goes…

And then
the same long email that I had already sent twice follows.

MAS Auto Reply from
Online Feedback Form #2                           27/06/13 

Dear Jacquelyn,

Thank you for taking the time to
share your comments. They are important in helping us to make your experience
with Malaysia Airlines the best it can be.

Please note that feedback
received after business hours, on weekends and public holidays will be attended
to with priority on the next business day.

If you need immediate assistance,
please contact your nearest Malaysia Airlines office or our 24-hour Call Centre at 1 300 88 3000 (within Malaysia) or
03-7843 3000 (outside Malaysia).

Regards,
The Malaysia Airlines team

From Me, To Malaysia
Airlines #4                28/06/13 
customers@malaysiaairlines.com 

I have been trying to get a response to this mail, and it's been a week,
and no-one is responding.

I have also tried to submit this
feedback via your online feedback form, but I keep getting an error message, so
I have to send it via email…

And then
the same long email that I had already sent, follows.

MAS Auto Reply from
Online Feedback Form #3                            28/06/13   

Dear Jacquelyn,

Thank you for taking the time to
share your comments. They are important in helping us to make your experience
with Malaysia Airlines the best it can be.

Please note that feedback
received after business hours, on weekends and public holidays will be attended
to with priority on the next business day.

If you need immediate assistance,
please contact your nearest Malaysia Airlines office or our 24-hour Call Centre at 1 300 88 3000 (within Malaysia) or
03-7843 3000 (outside Malaysia).

Regards,
The Malaysia Airlines team

From Me, To Malaysia Airlines #5         28/06/13  socialmedia.team@malaysiaairlines.com 

I have tried to submit this
feedback via your online feedback form, but I keep getting an error message, so
I have to send it via email, to various addresses I have been given. So far I
have had 3 bounce-backs, and one no response.

Hope you can help…

And then
the same long email that I had already sent, follows.

From Malaysia Airlines
#1                              03/07/13  resvns@malaysiaairlines.com 

Dear Sir/ Madam, 

Greeting from Malaysia Airlines sorry for belated
reply since there was an error occurred with our website and your email just
reached our queue. 

In response to your enquiry , please find below for
the answer. 

 Question: 

I had a bad flight experience with an injury. I was shamed and
humiliated, and now, no-one is responding to me. I would like my complaint
heard, but the customer service is so bad, I have had no reply for a week! I
receive auto-reply emails saying it will be attended to the next business day,
but then there is nothing. Can somebody please contact me regarding this
matter????  Kind regards, Jacqui Turner

 Answer: 

We deeply regret of your unpleasant experience with
our customer services. You may be certain that we are making every effort to
continuously upgrade and improve our customer service so that we can provide
our passenger with the highest level of service. 

We highly appreciate if you could provide the
option you have chosen, in order to perform some investigations, we need more
details on the type of enquiry, staff name, the time of call being made and the
gender of staff who spoken to you to trace the recorded conversation between
you and our staff. 

 However, if you are communicating via emails,
kindly forward to us in order to follow up with the respective department. 

We need time to investigate on your issue and will
revert once done. 

We understand your situation deeply and your
feedback is valuable to us as it helps to improve our service delivery. Once
again, our sincerest apology for the unpleasant encounter you had with our
staff and we are looking forward for your favorable reply soon. 

 Thank you. 

Warm Regards, 

Ms Julia 

Malaysia Contact Centre| 

Global Customer Contact
Centre| 

www.malaysiaairlines.com 

Date : 04/07/2013

Case Reference : GTS216-07/2013

Dear Valued Customer,

Thank you for contacting Malaysia Airlines.

I have been assigned to attend to your email and will be responsible for
providing a reply on behalf of Malaysia Airlines. 

Our goal is to respond to you within 3-14 business days.  However, due to the complexity of certain
issues, additional time may be required for us to respond.

Thank you.

Best Regards,

Customer Care Department

Malaysia Airlines

From Me, To Malaysia Airlines #6       05/08/13  salimt@feedback.malaysiaairlines.com 

Hello,

Kind regards,
Jacqui Turner. 

On 4/07/2013 1:40 PM, Salim Musa Tenang wrote:

Date : 04/07/2013

Case Reference : GTS216-07/2013

Dear Valued Customer,

Thank you for contacting Malaysia Airlines.

I have been assigned to attend to your email and will be responsible for
providing a reply on behalf of Malaysia Airlines. 

Our goal is to respond to you within 3-14 business days.  However, due to the complexity of certain
issues, additional time may be required for us to respond.

Thank you.

Best Regards,

Customer Care Department

Malaysia Airlines

From Me, To Malaysia Airlines #7             19/08/13  salimt@feedback.malaysiaairlines.com 

Hello,

On 5/08/2013 4:08 PM, Jacqui wrote:

Hello,

Kind regards,
Jacqui.

From Me, To Malaysia Airlines #8         28/08/13  salimt@feedback.malaysiaairlines.com

I'm still waiting for a
response! Any response! A response to my queries about a lack of response!
Malaysia Airlines, what is going on with your customer service????????

Regards,
Jacqui

From Malaysia Airlines
#3                28/08/13  mhmailpostmaster@malaysiaairlines.com

Delivery has failed
to these recipients or distribution lists:

salimmusa.mohamedtenang@malaysiaairlines.com
The recipient's mailbox is full and can't accept messages now. Microsoft
Exchange will not try to redeliver this message for you. Please try resending
this message later, or contact the recipient directly.

MAS Auto Reply from
Online Feedback Form #4                          02/09/13 

Dear Jacquelyn,

Thank you for taking the time to
share your comments. They are important in helping us to make your experience
with Malaysia Airlines the best it can be.

Please note that feedback
received after business hours, on weekends and public holidays will be attended
to with priority on the next business day.

If you need immediate assistance,
please contact your nearest Malaysia Airlines office or our 24-hour Call Centre at 1 300 88 3000 (within Malaysia) or
03-7843 3000 (outside Malaysia).

Regards,
The Malaysia Airlines team

MAS Auto Reply from
Online Feedback Form #5                             05/09/13 

Dear Jacquelyn,

Thank you for taking the time to
share your comments. They are important in helping us to make your experience
with Malaysia Airlines the best it can be.

Please note that feedback
received after business hours, on weekends and public holidays will be attended
to with priority on the next business day.

If you need immediate assistance,
please contact your nearest Malaysia Airlines office or our 24-hour Call Centre at 1 300 88 3000 (within Malaysia) or
03-7843 3000 (outside Malaysia).

Regards,
The Malaysia Airlines team

From Me, To Malaysia Airlines #9                          12/09/13  resvns@malaysiaairlines.com

Dear Ms
Julia,

I didn't respond to your email (at the bottom of this long page of email) in
July as I had also received a response from Salim Musa Tenang (salimt@feedback.malaysiaairlines.com) in the customer care department. The email advised me that
they would try to respond within 3 to 14 business days, but that was on July 4.
Now, two months later, and me sending many more emails in reply to ask what's
happening, I am back to getting no response.

I have tried many different avenues to try to get a resolve on this issue, but
I just haven't had any contact from anyone aside from the Auto Reply on the
online feedback form, (This is such poor customer service!) so I am trying to
contact you, again, as you have been the most responsive of all
the teams I have contacted regarding this matter, I thought I could ask you to
see what is happening with my case (Ref # GTS216-07/2013).

Following, is the original mail I sent that outlines my complaint…

From Malaysia Airlines
#4                                12/09/13 resvns@malaysiaairlines.com

 Dear Ms Jacquelyn.

 Greeting from Malaysia Airlines.

Thank you very much for your feedback and please
accept our sincerest apology that you have yet to receive any reply.  We
understand your situation deeply and your feedback is valuable to us as it
helps to improve our service delivery.

We are fully aware that your complaint has already
been delayed hence we have taken the initiative to engage with our Customer
Response Unit to look into this matter urgently and directly response to you.

 Dear CRU Team,

 Seek your assistance to look into this matter
URGENTLY and revert to our valued customer at soonest.

(Ref # GTS216-07/2013)

 Thank you.

 Warm Regards,

Julia

Malaysia Contact Centre|

Global Customer Contact
Centre|

www.malaysiaairlines.com

From Me, To Malaysia Airlines #10                   12/09/13 resvns@malaysiaairlines.com

Hello
Julia,

Kind regards,
Jacqui

From Me, To Malaysia Airlines #11                       20/09/13  resvns@malaysiaairlines.com

Hello
Julia,

Kind regards
Jacqui

From Me, To Malaysia Airlines #12                          25/09/13 resvns@malaysiaairlines.com

Hello,

Kind regards,
Jacqui

I did send one last note via the online feedback form. I supplied the case number again. I pointed out my frustration that I was still being passed around and not had any resolution, and that I had tried for more than three months to find some reasoning behind my poor treatment, but in that time (and with that amount of time passing) I was left perplexed at how a large company could have such appalling customer service.

I pointed out how long it had been that I had been shuffled around. How many unanswered and misdirected phone calls and mails I had sent. I said I had hoped the story would have a happy ending.

Like I said, that was last week, and all I got was…. 

MAS Auto Reply from Online Feedback Form #6                             26/09/13 

Dear Jacquelyn,

Thank you for taking the time to share your comments. They are important in helping us to make your experience with Malaysia Airlines the best it can be.

Please note that feedback received after business hours, on weekends and public holidays will be attended to with priority on the next business day.

If you need immediate assistance, please contact your nearest Malaysia Airlines office or our 24-hour Call Centre at 1 300 88 3000 (within Malaysia) or 03-7843 3000 (outside Malaysia).

Regards,
The Malaysia Airlines team

Malaysia Airlines, this is really, really shitty customer service.

"will be attended to with priority on the next business day" is bullshit.

It seems a lot of what the staff say is bullshit, from the airport desks next to one another that say the flight is not full, and the flight is full,

to the ground staff that say there is no other seat to move the "I want an aisle seat" fusspot to,

and through to the "we are working on it/we will respond within" bullshit customer response crew.

Some kind of saving face bullshit that actually makes you look a lot worse.

I was patient. I tried.

But I can only try for so long.

So now I am sharing my story.