Day +767 : Letter to MAS again :-)

I am fine today.

Richard pursued the issue further with the following reply. The mail was sent to MAS yesterday :-)

You don't have to worry he is too angry with MAS or would like to "fight" with them. He is just a little naughty.

Hi, XXX,

Thanks for your email. However, you have not answered my questions. I see your reply as a standard document that can be forwarded to answer general complaints about flight delays.

There is no problem for me to accept flight delay due to unexpected circumstances. It is also my understanding that no airlines could guarantee punctuality of their flights as there are causes beyond human control.

What I am deeply unsatisfied is the quality of the meal that you extended to passengers who are affected by flight delay. I believe unlike the flight delay, your management is able to fully control the quality of meal given to the passengers. So I need to stress again that my complaint is toward the thing that can be fully controlled by your management.

Many passengers including me were very disappointed after getting informed by KFC staff that MAS meal voucher was only eligible for a soft drink and 6 pieces of nuggets only. You should be aware that the people who effort to travel with Malaysia Airline are not the "Kampung Cat" that can be fed with whatever meal. You should let the customer who are tolerating the inconveniences arise due to the flight delay to choose very basic and reasonable meal. We are asking for 2 pieces of fried chicken which is based on the low cost standard that I received from othe airlines before. Please don't treat us as passengers from low cost airlines because we pay you more and expected your company – Malaysia Airlines – to offer better quality to its customer.

My company had chosen Malaysia Airlines ("Deluxe Airlines") for me to travel to Kota Kinabalu just for a single reason: Excellent service regardless the cost. The cost that we paid was more than double the low cost airlines'. We spent RM 912 for the airfare from KL to Kota Kinabalu. In fact, we don't mind to pay extra RM 30 – making the total fare RM 942 (about 3.3% extra) - to get quality service that only can be provided by a "Deluxe Airlines" in Malaysia. With this extra RM 30, you can offer at least a basic KFC meal with 2 pieces of fried chickens.

Now my questions:

1. Why the meal voucher given is not comparable to that of the low cost airlines?
2. The cost of 2 pieces chicken set will lead Malaysia Airlines loosing profit? If this should be the case, the low cost airline should bankrupt before you. You should not cut expenses by diminishing the passengers' welfare. You can do whatever to generate more profit but it is a very wrong approach to cut down the passenger benefit.
3. Why not charging a little bit more to the airfare since we can afford to take it? We don't want be treated like "Kampung Cat".
4. Recently I also realized that "hot meal" that used to be served by MAS was now only available in low cost airlines, but not Malaysia Airlines. This is really a bad thing to the passenger, why? If you can't provide this level service – serving passengers with hot meal - please seek help from Royal Brunei Airlines or Singapore Airlines, and invite them to joint our domestic route so that we can at least choose what we want.

I really hope that you can answer my question.

Thank you.

See you next post :-)