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MAS, AFTER ALL ITS RECENT TROUBLES, DOESN’T NEED THIS!
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Part 2?
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MAS said the video was captured on May 1 when the staff were attending to 30 connecting passengers from Singapore to Hyderabad and Bangalore at KLIA’s transit counter.
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Part 1?
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WCARN.com @WCARN_NEWS 4 minutes ago
Rude Frontline @MAS Staff Under Probe http://bit.ly/1Pu5Mkv
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New Malaysia Air CEO vows turnaround for battered airline.
Well, good luck to you, Sir!
In a memo dated Tuesday (May 5), Mr Mueller thanked Malaysia Airlines staff for a warm welcome but also noted parts of the organisation seemed “depressed” and customers were saying that service is deteriorating.
New @MAS CEO vows to turn around fortunes of troubled airline http://tdy.sg/1zQQRzb
KUALA LUMPUR — The new Chief Executive Officer (CEO) of Malaysia Airlines said its financial situation is more challenging than anticipated and it will shrink in size as it tries to overcome a tarnished image with the travel industry and the public.
Malaysia Airlines was battered last year by double jet disasters. Its government owner has brought in a new CEO, former Aer Lingus chief Christoph Mueller, to oversee a turnaround that includes cutting its staff by 6,000.
In a memo dated Tuesday (May 5), Mr Mueller thanked Malaysia Airlines staff for a warm welcome but also noted parts of the organisation seemed “depressed” and customers were saying that service is deteriorating.
Malaysia Airlines is “suffering badly from a heavily damaged brand reputation” in key markets with many people avoiding the carrier because “they are frightened”, Mr Mueller said.
The flag carrier “must do things differently from the past”, he said, citing new uniforms, a new common building, a new process driven organisation, anchored by a new collaborative style of working culture.
The memo was shown to reporters today (May 8) by the National Union of Flight Attendants Malaysia, which protested the termination exercise by mail as a “time bomb waiting to explode”. AP
http://www.todayonline.com/business/new-malaysia-air-ceo-vows-turnaround-battered-airline
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Star
The video showed one of the staff, who was on the phone, shouting “shut up! one by one” after the group asked what was going on. A man in the group was heard saying that they had waited in Singapore for four hours.
The staff then banged the phone down to walk away when his colleague came to assist and telling the group to “wait until the manager comes.” Someone in the group was heard saying he should have told them that in the beginning.
In attempt to quieten the group, the staff repeatedly told the group to “wait” while pointing his index finger at them.
“Don’t show your finger at me, put your hand down,” said a man in the group. “You don’t know how to speak to your customer,” another said.
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Star
Thursday May 7, 2015 MYT 8:23:33 PM
Rude frontline MAS staff under probe
PETALING JAYA: Malaysia Airlines is investigating two of its frontline staff after a video showing them shouting at a group of passengers went viral on social media.
The minute-long clip showed two staff of MAS’ Customer Service Agent telling the group, who was on transit from Singapore, to “shut up” and to “line up” in an abrasive manner.
One of the staff told the group at KL International Airport to wait while pointing his finger at them.
MAS told The Star Online in a statement that it “views this matter seriously and an internal investigation has been carried out.”
“Whilst the airline has high regards to the code of conduct of its employees, the airline does not condone abusive behaviour by passengers,” it said.
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[STATEMENT]
Malaysia Airlines is aware of the video that has been made viral on social media.
A team of Malaysia Airlines’ Customer Service Agents were attending to 30 connecting passengers from Singapore to Hyderabad and Bangalore on 1 May 2015 at the KL International Airport (KLIA) transit counter.
The passengers were originally booked on MH616 (from Singapore to Kuala Lumpur) when immediate technical rectification work needed to be carried out on the aircraft. They were then transferred to a later flight on MH610 (Singapore to Kuala Lumpur), in which the 30 passengers missed their various connecting flights at KLIA.
The airline had in advance, prepared hotel accommodation as well as transportation required, for the affected passengers and rebooked them on the next available flights. However, the passengers demanded to be transferred onto their scheduled connecting flight to Hyderabad and Bangalore, all of which by then had already departed KLIA. These passengers also demanded to be rebooked on another carrier based in KLIA2.
Due to immigration requirements, some of the passengers were denied entry into Malaysia without prior Visa application, hence this has limited Malaysia Airlines’ ability to facilitate the second demand. This resulted in the ensuing strong verbal exchanges.
Upon being alerted of the commotion, the airline’s Duty Manager stepped in to calm the passengers and explained the situation, then later proceeded to make arrangements that were within Malaysia Airlines’ capacity. The affected passengers finally acceded to the arrangement made by the Duty Manager, after which, they boarded their flight to their intended destinations the next day.
Malaysia Airlines views this matter seriously and an internal investigation has been carried out. Whilst the airline has high regards to the code of conduct of its employees, the airline does not condone abusive behaviours by passengers.
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weehingthong 
I read about MAS having a new CEO in NY times. Hope the SOP can be improved to good standard. Thanks for sharing:)
All this occurred on May 1, the very day Mr Mueller came onboard. Not a very good start for him or MAS. It does looked like the passengers were indeed arrogant and provocative. But MAS staff were also poorly trained to handle difficult customers and also apparently lack of proficiency in English. Both sides should take the blame.
Agreed; both sides to blame.
Ku chew…..you are one *** ****. Try standing in queue for 4 hrs not knowing what is going on? Customer is right by asking…why blame them?
I know you feel strongly about this but let’s be kind with words. Thanks.
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