Day +766 : Reply from MAS

I am fine today.

I would like to share with you the reply from MAS after receiving complaint from Richard regarding the below than expectation meal that I mentioned yesterday.

Dear Mr Ting

MH2617 19 MARCH 2008 KOTA KINABALU - KUALA LUMPUR

This has reference to our telephone conversation sometime in the middle of last month with regards to your traveling experience on the above flight. Your thoughts and concerns are important to us in our effort to maintain high level of service.

We note with concern when you have experienced the poor flight delay handling at Kota Kinabalu International Airport. As you may be aware, the flight was retimed due to mechanical problem with the aircraft and hence a need to rectify it in the interest of passengers' safety before it could take-off to the air.

On behalf of Malaysia Airlines, we regret that our handling of the flight retiming was below your expectation, especially, the lack of coordination and communication from our staff.

Every time a prolong and crippling delay of our flight is experienced, we incur additional expenses like hotel accommodation, meals and ground transport for affected passengers and notwithstanding the fact that we incur additional man hours to handle such situation. We certainly would like to avoid facing flight delays if at all possible.

Rest assured, in line with our ongoing exercise at repositioning the airline in key areas of service delivery, we are initiating various measures to improve to be able to serve our customers better.

Mr Thing, thank you once again for communicating with us and we apologise for any
inconvenience experienced.

Yours sincerely,
for Malaysia Airlines

See you next post :-)