Malaysia Airlines Has 99 Problems… This Isn’t One Of Them

I was Tweeted a link by @brandconsultant, who wrote a story entitled “A negative brand experience with Malaysia Airlines can be a lesson for all brands.” The author is a British ex-pat based in Kuala Lumpur, and a brand consultant and author. So I have a lot of respect for what he says, since without a doubt he knows more about branding than I do.

He Tweeted me a link to a story about his experience with Malaysia Airlines, where he suggests that Malaysia Airlines not serving him a cup of coffee was the final straw that might cost the airline 600,000USD+ in revenue.

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Malaysia Airlines has made a lot of missteps

Malaysia Airlines had already been in a horrible financial situation before 2014, and that was made significantly worse after they lost two 777s just months apart. For the most part the airline has been headed in the right direction. They appointed Christoph Mueller (probably the airline industry’s best crisis leader) as CEO, though unfortunately he has already resigned and went to work for Emirates.

So as much as some aspects of the airline have improved, there are other aspects that make me shake my head. For example, if Malaysia Airlines wants to attract customers, why are they eliminating alcohol in business class on many intra-Asia flights, why are they devaluing their frequent flyer program (more than once!), and why did someone give the green light for the airline to bring back a 747 that they never ended up actually using?

So yeah, Malaysia Airlines has 99 problems, but somehow I feel like the below complaint isn’t one of them.

Malaysia-747

Why a cup of coffee may lose Malaysia Airlines business

That brings us to the story of the post I Tweeted. It’s 3,000+ words, and the first couple of thousand words talk about the power of branding in general.

But I was looking specifically for the part about the negative brand experience with Malaysia Airlines that can be a lesson for all brands. Here’s the relevant part:

Last week I was flying Malindo on a domestic sector that I always fly Malaysia Airlines. My Malindo experience wasn’t perfect (For the first time ever, my flight departure time was brought FORWARD which could have caused havoc with my work schedule) but my expectations weren’t high anyway.

Although I wasn’t even travelling on Malaysia Airlines, I still managed to have a negative experience with the carrier.

Let me explain. When I got to KLIA I thought I’d try to use the Malaysia Airlines business class lounge. After all I was flying business class and besides, I’m a gold member of their frequent flyer programme (FFP) and have been as long as they’ve had one.

When I got to the Malaysia Airlines lounge I asked if I could get a cup of coffee. Long story short, the receptionist said I couldn’t and nor could a Platinum member however, and here’s the kicker, anyone can access the lounge for RM200 (US$50).

As you can imagine, this wound me up. Royally. I support a brand through the most difficult period of its history and encourage others to do so but I can’t get a cup of coffee in the lounge.

So the author was angry because he was denied access to the Malaysia Airlines lounge, even though he wasn’t entitled to access the lounge. As a oneworld Sapphire and Malaysia Airlines Gold member you get access to lounges when you’re flying on oneworld, and not when you’re flying a competing airline.

He’s arguing that not allowing him into the lounge could cost the airline 600,000USD+:

You could argue that not allowing me to use the lounge for 10 minutes has cost the airline perhaps RM250,000 a year from my family. Every year for the next say 10 years. That’s RM2,500,000 of lost revenue.

Personally I’m going to take a different approach than the author. Malaysia Airlines did the right thing here. They have a rule, and they enforced it. The rules are clearly published, and ultimately people should be loyal to airlines based on the published benefits offered.

In other words, I wouldn’t be angry if I didn’t get a free upgrade to business class or lounge access if it’s not something I’m entitled to. I don’t think making exceptions like that (aside from extreme circumstances) is good customer service.

Should they let people in the lounge who aren’t entitled to access if they just want to be there for 10 minutes and have a cup of coffee? What about if they want to be there for 15 minutes and eat something? Or 30 minutes and want a shower? Or four hours but don’t want to consume anything? When exceptions are made, they start to become expected, and that’s a slippery slope.

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Here’s what Malaysia Airlines should do

I absolutely think Malaysia Airlines should do things to try and increase loyalty among customers. I absolutely think they should be improving their frequent flyer program rather than devaluing it. I absolutely think they should encourage employees to go above and beyond to be friendly and make passengers feel welcome.

Heck, I think it would be fantastic if Malaysia Airlines adopted an “open door” policy for elite members to access their lounges. British Airways had this back in the day, where Gold Card Holders could use British Airways lounges even if they were flying with a competitor. It was a fantastic way to basically say “hey, we value you, even if you’re not giving us your business today.” But that should come in the form of an official policy, and not in the form of unofficial exceptions, no matter how broken your brand is.

British-Airways-Lounge-Singapore - 19

So Malaysia Airlines has a lot of problems, and I think it’s totally fair to suggest they should take measures to make customers feel more valued (and he has a lot of great suggestions for how that can be done). However, I don’t think exceptions to the rules are the way to do that, since it only leads to disappointment when exceptions aren’t granted in the future.

What do you think? Should Malaysia Airlines have let the author into the lounge? Is breaking the rules for loyal members when times are tough a good policy, or does it create false expectations?

Comments

  1. No. It is crazy to ask “favors” that is against policy. Hate when people beleive thay are entitled to certain things when clearly they aren’t. This isnt buddy buddy programs.

  2. What a miserable jackass. Buy a cup of coffee, which I wouldn’t think would be more than couple bucks in KUL airport.

  3. Well said Lucky. But this guy is an ENTITLED loser who does not understand how airlines work. Most airlines would have treated him the exact same way. He can take his 600K and shove it up his a**.

  4. Good luck to that guy. So he’ll pull all his business from MH and instead fly Malindo Air or AirAsia or one of the other Asian LCCs… none of which have lounges?

  5. The guy isn’t entitled access. It seems pretty simple. He also seems pretty cheap since he can’t afford a cup of coffee after buying/being in biz… I had a bad experience with United lounge free passes and not being able to use the passes. It’s pretty simple, for the price of entry to United Lounge for kid under 10, we eat whatever we want at the airport restaurants, I get myself Amex Plat and throw away the United passes & cancel card.

  6. What a freaking cry baby. Like the lounge receptionist is supposed to know how much money he has been spending on Malaysian airlines.

  7. Completely agree with you on this Lucky.

    Today I flew Easyjet and eventhough I have been a Platinum member of KLM’s Flying Blue programme for years, as I was not loyal to them today, I did not rock up at the Crown Lounge and demand access. I just grabbed a Starbucks and sat with in the public areas …

    If you want benefits, give them your money…

  8. The guy didn’t know the rules for access. Instead of getting his panties all ruffled he could have just bought a cup of coffee outside of the lounge. Its a classic case of over reaction to something that didn’t go their way.

  9. I understand and agree with his overall sentiment about branding and loyalty, but his one example is that Malaysia correctly enforced their rules, and…

    >I wasn’t looking for much, perhaps an unexpected upgrade here, an invitation to use a lounge when travelling economy or perhaps some bonus miles as a gesture of appreciation.

    Seriously?

    Why is it that so many top level elites have this massive sense of entitlement?

    > Now I expect a lot of people reading this will say I’m being petty and besides, the airline is right. They need to have rules in place and if the front line staff were given freedom to make such decisions, it would be open to abuse.

    So he knows he is being petty and decides to advertise that fact to the world? Good branding for a branding consultant.

  10. “Let me explain.”

    Only a douche uses this writing crutch, and the subsequent article just proves what the crutch foretold.

  11. What a douche… spend the friggin $3 for a cup at the nearest coffee store and quit your whining! For a brand consultant, he’s not doing a very good job promoting ‘his’ brand by being a twit!

  12. this is what I call “LinkedIn-era analysis”, sort of like social media sentimentality. within a certain subset of consultants and “thought leaders”, everything has to be some sort of powerful insight. this guy wanted the rules bent for him, he didn’t get his way, now he wants to contrive some sort of branding lesson out of all of it. 100% horseshit.

  13. I flew Delta once, they should provide me with a free meal every time I am at the airport. I’ll post on social media if they don’t!

    Kopi, even at airports, is very cheap and delicious in Malaysia. It would be easier to stop at a kiosk spend the rm3, than it would be to walk up to the lounge.

  14. I have lived in the US and have been a citizen for life, even during the recession. I walked up and ask if I could skip paying taxes this year, and they said no- It makes me sick!

  15. We should all thank the loser for sharing his ‘Do you know who I am” moment. It’s actually quite amazing to see how he could write 3000+ words of BS to link MAS’s refusal to bend a rule for him to this whole branding thing. MAS should really just hire him to run the airline. Why need to worry about over-priced 25 years catering contract or $100 hand soap, just keep the BS going and the airline will be fine.

  16. While in this case MH did the right thing, I unfortunately have some bad experiences with MH recently – to the point that I have also directed close to USD 1m yearly revenue elsewhere from March 2016 onward.

    I was not given access to MH LHR lounge on QR business class ticket – ironically QR lounge grants access to MH business class ticket holders even though their lounge is far superior. To make things worse, the lounge attendant was extremely rude – I have never seen anyone of Asian origin being able to be so rude. Even in London. Shocking and does not do any good for the brand.

    Similarly, I received one of the worse service ever from the MH New York office phone agent (she even had the nerv to hang up on me, called back with my usual polite tone and was still connected to her). And I have been calling to airline offices for more than 25 years including all sorts of US and third world carriers. Just horrible to think how many customers will be lost during her shift.

    These 2 incidents are quite representative of what is going on with MH in reality.

  17. I guess when he finds out that the other airlines would have done exactly the same, he’ll abandon those out of principle as well? You know, to be consistent…?

  18. Reminds me of the people who’d come to my parents’ business when I was a kid and, when they didn’t like what I told them, they’d say “Do you know who I am? I know the owners!”. Uh, no, you don’t, as it turns out.

  19. As someone who is in the business of branding with large companies, I can tell you he just hurt his own brand.

  20. Maybe or should I just state the obvious, the above comments is done by people who did not take the time to read what Mr. Osbourne has written and not only the part Lucky quotes, i know in Danish we have a word for people who do ignorant stuff like comment with out reading the matter, and the word is spelled the same way “ignorant”.

    http://www.merriam-webster.com/dictionary/ignorant
    http://www.urbandictionary.com/define.php?term=ignorant

    So you go girls and guys, brand your ignorance maybe you get some frequent ignorance points and can get the platinum card 😉

  21. This person is hoping Lucky will side with him on this issue. He is attempting to use Lucky (Lucky’s fame and notariaty) to shame Malaysian Airlines.

  22. There are a lot of customers out there for Malaysia Airlines, somehow I don’t think this guy should be part of it. What a jackass! So entitled!

  23. The majority of the responses here are predictable, if a little disapointing. I’ll ignore the haters, those who take comments out of context and the idiotic. To those who actually read the whole article, thank you for your time and thank you for your comments. I’ll address many of the less emotional responses in my blog but essentially I’m trying to make the following points:

    1) Malaysia Airlines isn’t any other airline. It needs to work harder than any other airline to rebuild its brand. And the first place it should have started is with those who supported the brand during the dark days of 2014. If you don’t know what I’m referring to, you aren’t really who I want to talk to.
    2) Being refused entry isn’t a point I’m trying to make. The fact that paying RM200 gets anyone access to the lounge but being a member of the FFP doesn’t is a point. In other words, the airline will take US$40 now over US$200,000 over the next 12 months.
    3) Sure rules are there for a reason. But the smart brands know when they should be broken if it means solving a loyal customer’s problem or reaching out to them in a human way. Think Ritz Carlton and how it gives frontline staff up to US$2,000 to solve problems that can help the brand.
    4) To interpret my post as some sort of a sense of entitlement is derisable. I’m simply stating that small gestures by the airline go a long way to building loyalty, positive narratives and advocates. And it’s a lot more effective than a global ad campaign.
    5) Malaysia Airlines should have the technology at hand to see the travel record of anyone who is in the FFP programme. A decentralised organisation with properly trained staff can then make decisions on the fly.

  24. Next thing he is going to try doing is to storm into a chain hotel club lounge, flash his elite status card and ask for coffee.

    You know what, I live in KL and I think this guy being an expat has been overly pampered with the “general expat surroundings/culture” thinking that everyone will wants to open the door for you mentality.

  25. “The majority of the responses here are predictable” — the most predictable “defense” of an indefensible opinion.

  26. I was flying from Bankok to Berlin on Qatar Airways via Doha. I fly this route every 6 weeks so I was a gold member ( I am now Platinum) and I wasn’t allowed to use the lounge at Doha airport. I’m sensing a pattern among Oneworld airlines

  27. Screw this guy. If he is as loyal as he says he is. He would be flying OneWorld or Malaysian… Policy is Policy. It’s not a problem to ask for a favor, but if it does not result in your favor, and they are following policy, oh well. Too bad.

  28. I’m glad this wanker isn’t one of MH’s problems – it doesn’t need any more and it should be glad it doesn’t (and should not have to) pander to the unreasonable rantings of a man-child who didn’t get his way.

  29. @Marcus

    1) Agree

    2) Would you have a problem if MH takes $40 from anyone people holding a MH ticket, let’s say a once a year no status customer on the cheapest ticket (same way more US airlines do) instead of anyone? Obviously US airlines aren’t exactly shiny beacons of great example to follow, but this seems pretty similar to MH’s policy.

    3) Agree in principal, but I don’t know if using Ritz is a good comparison. I don’t know the numbers but if I had to guess, majority of people booking at the Ritz are paying customers and few are booking on points. Since they are a premium brand this is like saying majority are premium passengers and few are economy / award. Like many airlines, majority of the pax are economy while a few are premium (that drives most of the revenue, I know).

    4) We get (at least those of us that read your whole post) your point about small gestures goes a long way, but as you can tell from the general reactions here, the coffee thing is a very poor example to make your point.

    5) How much info is made available? Just passenger status? How much they fly? How much they spend? Some sort of algorithm that generate a customer quality score? Who gets access? Who is considered a frontline? Counter agent? Gate? FAs? Baggage office? Isn’t elite status the whole point of simplifying this?

    Once again I see your overall point, but the coffee incident is a poor example that backfired. I am not saying this because you are someone anonymous on the internet. If a friend tried this and got shot down by the agent at a US lounge I’d just laugh at them, point them to the closest Starbucks in the terminal, and tell them don’t be a cheapskate.

  30. Has this brand consultant/expat lost his marbles?

    Why in the world would he seek access to the lounge when flying with a different carrier?

    More importantly, is he completely demented in preferring second rate coffee from the MH lounge rather than the decent coffee at Starbucks, available just around the corner?

  31. I see where the author is coming from in the sense that it can be good for a company/brand to surprise customers, go the extra mile, provide the unexpected. But it is a thin line not to damage other brand values like fairness and transparency. Take the counter factual: They let you into the lounge, you write a raving blog entry about how well they treated you. Would that be good for them? Or will it upset hundreds of other customers who feel you got a special treatment that they were not offered? That the one who asks for the most / complains the loudest gets the most with this company? How many would go to the lounge on their next non-MH flight and demand entry? Should MH let everyone in? Would that make paying customers happy, who don’t find a seat in the lounge? What when you show up there the next time? Would you accept to be turned away, after having been allowed in once?

  32. We just used MAS in business from Bangkok via KUL to Denpasar. The price was a bargain at 340€ return and their Service was very nice. Flight attandents very friendly, even the Lounge in KUL was much better than expected. On the short BKK to KUL they did not serve alcohol but on the 3 hour to Denpasar. Absolutely, okay and I thought they try hard to serve their customers. About the write up for a coffee i can just agree the others, take malindo and Starbucks and enjoy the money saved or spend the Cash and enjoy the coffee with MAS . Their is nothing in between

  33. IF the whole issue is just about getting lounge entry if you are not flying with a one world airline, MAS do have the right to refuse lounge entry even if you hold one world platinum frequent flyer card.

    Having said that, MAS has a long way to go when it comes to retaining customer loyalty. The airline was a huge brand back when I was a kid (think stainless steel cutlery in economy, great food on board and etc). MAS was the only airline in the country until 1996 and before AirAsia stepped up their game, no sane person would consider flying AA back then. MAS used to be good when it comes to customer service but unfortunately, I still don’t have anything positive to comment about its ENRICH frequent flyer programme. The tier requirements make it difficult for ENRICH members to get to gold even if you fly domestically once a week. I stopped using my card in the bin ages ago when I swapped over to Qantas FF. And their customer service over the phone is sort of a hit and miss too.

    I heard that MAS will “reinvigorate its business class and first class airport lounges in Kuala Lumpur and Heathrow over the coming year with an all-new design and premium amenities for business and high-end travellers”. That’s something to look forward to. At least they are starting to make an effort to turn things around.

    p/s: I just wanted to say it’s always a real pleasure to read your posts. It helps when your trip reports are always very detailed and not swayed by bias. I would be very interested to read a review of the best / top 10Star Alliance business class.

  34. Not serving alcohol in intra Asia flights is a good move considering their passengers usually don’t drink. Sure it means that a few tourists who want a drunk won’t get one but they have far more home travellers so cutting drinks from the service is a significant money saver without losing too many customers.
    Not everyone is an alcoholic like yourself

  35. Omg can marcus get anymore pathetic! This peice he has chosen to write is truly embarrassing. What a total douche bag.
    What is it with the likes of lucky and marcus that allows them to go about their full to there stomach of self entitlement.
    Wankers

  36. Oy. Reading the first few paragraphs written by this “brand consultant” made me cringe. If you’re going to post something on the internet that is supposed to be aligned with your career path, then you need to write a SUCCINCT article that gets the salient points across!

    I am thoroughly shocked that this was written by a gentleman who is pretty far along in his professional career and should know better. I was expecting it to be written by a 20-something, naive millennial who grew up with a silver spoon in their mouth.

    I sincerely hope that people who are paying this guy come to their senses.

    His language and his rationale is scary.

  37. @ Ben (not lucky)

    2) I don’t understand the question. But the issue here is that Malaysia Airlines will take US$40 from a non customer, someone who may never be a customer and who is flying another airline, but will not allow a Platinum member of the FFP to use the lounge if they are on another airline. That’s madness.

    3) The point is, smart brands are decentralising, giving people at touchpoints the responsibility to make decisions on the fly. They are tearing up the rule book because delivering value is becoming so important and you can’t manage value with a rule book. Remember United and the guitar breaking story. Everyone at United followed the rules…And let’s not forget, Malaysia Airlines is not any brand. It’s in deep shit. It should be doing everything it possibly can to hang on to customers, especially loyal ones

    4) You are absolutely right, that was a poor decision on my part. But I’m astonished at how many people zeroed in on it. But I’ve learned a valuable lesson!

    5) That’s a great question. I’m sure they already know the status and how much they fly but the other stuff is equally important but I’m not sure if the front liners need it.

    Like I said in 4 above the coffee example was poor and as I said in my follow up post, I personalized a minor issue and as a result, people focused on my behavior instead of the airline’s attitude. I won’t do that again!

    Anyway, thanks for taking the time to write a post about my post and for commenting.

  38. I honestly feel a bit bad for the man, and he has since softened his view on his blog in a followup post, and come to some realizations about what he wrote in haste.

    He was likely a bit in the moment.I have been frustrated about similar things in the past. Why cant X business do this simple thing, I frequent them all the time! But once you sit down to think about it you realize MAS was absolutely in the right.

    The one criminally overlooked fact for me, given that he is familiar with Malaysia, is the Malaysian public. I’m Malaysian American, have a home in Malaysia and my wife was born there. Malaysians are incredible, friendly, warm people. They will also take advantage of everything that is free or isn’t nailed down. I have relatives that have a complete set of cutlery provided by MAS (back when they had real metal in every class). They have trays from MAS, blankets, they take every single tea bag and coffee packet from a hotel room and ask to clean out my room too, they will share a single refillable drink at a restaurant when visiting America (even though they know the societal norms). I have even seen my mother-in-law and aunties take as many single serving cereal boxes from hotels breakfast buffet as she could fit in her backpack! These are people that are solidly middle to upper-middle class in Malaysia. They have money and fly MAS all the time. They are frugal though and would never pay the RM 200 for lounge access. If you gave them an inch at the lounge they would take 20 miles and spread the word to their friends!

    The lounges would be crawling with people “just getting coffee”, which would expand into people stopping for food and alcohol on the way, then resting, showering, etc. “Well you let my friend in before.” Then they would anger the REAL first class flyers on that day.

    Marcus, if he truly knows Malaysia, has to realize that is 100% true. The only thing that surprised me is that they actually didn’t allow the “Orang Putih” in as there is a tremendous double standard for white people in Malaysia. I just hope it wasn’t the case of he being used to the double standard and being rejected.

  39. @Bumi

    I don’t think I’ve softened my stand but I have agreed the example I used could have been better phrased.

    I don’t think this is the right forum to respond to your sweeping generalisations about Malaysians or the racially slanted and outdated comments about white people.

    Instead, I’d like to get you back on topic. The issue here is that Malaysia Airlines will take US$40 from a non customer, someone who may never be a customer and who is flying another airline, but will not allow a Platinum member of the FFP to use the lounge if they are on another airline.

    In the era of the long story, when brand reputations are built in part on the ability to generate positive narratives and the narratives around this particular brand are not positive, that’s not good brand management.

  40. @marcus My native tongue is not English and i dont know much about branding philosophy, but after reading the full post of which 85% is not about the lounge/coffee/admission fee i get your point, and agree.

  41. @Bill: If most of their customers don’t drink, how will eliminating alcohol be a significant money saver?

    Also, your statement “Not everyone is an alcoholic like yourself” is quite judgmental. Just because you disapprove of alcohol consumption doesn’t mean the rest of the world has to abstain. No doubt there are things you do that others wouldn’t approve of.

  42. As one who has flown Malaysia Airlines for the past 10 years I can’t miss the chance to lay down a few lines. The love and hate relationship between myself , team members and MH is ongoing. I have flown about 10,000,000 miles in my years on the planet and as pilot we are always looking for ways to make our lives a bit easier. Even if it is turning off the noise in our heads for 30 minutes after leaving a war or disaster zone by being able to sit in a place where 100 others are not screaming on mobile phones whilst their babies are crying and soiling their nappies/diapers. The Malaysia Airlines System is mostly mismanaged because of a general lack on know how and CANDO spirit. The first word in English language that they learn is , NO! The country is greatly divided into three different groups by Tamils, Malay and Chinese heritage. Whilst they fake it most of the time you can hear and see them showing the division in open face public. It is must worse when you speak to Tamils who were born in Malaysia who are not allowed to get loans because they are not “Bumi Putra” or son’s of the land. The Chinese call the Indian’s/Tamils “Dogs” and openly. The Malay are mostly Muslim and that opens an entirely different pack of hard butter on a business class meal! HA! HA! My cure for that hard frozen butter is simple. One needs only to set in under the hot tray for a few mins and it will melt rather nicely. The cure for the Malaysian division , racial discrimination and general “CAN NOT” attitude is much more difficult to sort out. Now, back to MH or Malaysia Airlines System and their lack of understanding about how frequent flyers want to feel. To keep this as positive as possible I want to see throw them a bone or two before I let them have the cold slap they deserve for making my life more difficult or numerous flights and visits to ticketing and check in kiosks. I note last week on one of my MH flights that a flight attendant came to move a gold member of their program to a more comfortable seat than where he was sitting. I also noted that used my name without my knowing her personally. Since most of the time I’am the sole white face on the aircraft and my very frequent trips I have come to know hundreds of MH employees and they are most telling to say the least. Many just call me , Captain or Cap as they know my history and are trying to be decent. I must say that many of MH’s crew air and ground are so much like spoiled children much of the time. There is the idea in most Malaysian’s head that ALL whites and Westerners are rich and if you are a little stocky then you are really rich! I’am about the least demanding fellow that I know coming from a military flying background and then transitioning to civilian humanitarian work around the world. I have lived in and operated from some of the most horrible places in earth where nothing at all could be taken for granted , not even one’s next breath. I do require common respect and not to be jacked about by those I have paid to receive services from. This makes life with MH a little more rugged than it needs be. The rest of my negative notes will be listed in bullet form below.

    1. Malaysia Airlines is 80% percent of the time 20 to 40 mins late on departure. I have been as fair as possible here but that is true. There never seems to be a great sense of urgency especially when going to one of their to tourist hot spots like Langkawi for example.

    2. The idea that they are doing you a favor by taking you where you want to go is ever present in their behavior. No matter what class or level you are in the system you will be trampled by old ladies and people with 3 or more children.

    3. Lack of unity or belonging to something in rarely demonstrated by even the most senior MH folks. Smiles even fake ones are missing and not attempt to make one feel welcome aboard at least 50% of the time.

    4. The Enrich Frequent Flyer program is a black hole and means basically nothing even when they have spent loads of money advertising it. I currently struggle every single week for proper credit to my accounts for segments and miles. They always seem to find new rules that are that disqualify my flights for miles and segments. I call them #FEWS False Entirely Without Substance is kin to FAKE NEWS that hear so much about from U.S. President Trump these days.

    5. It seems to take at least 3 people there to make a decision about even the smallest of matters. Forget getting any extra consideration if they are on a TURN&BURN flight to one of their hot spots. It is better not to ask for anything thus saving yourself the heartburn.

    6. The in seat entertainment displays malfunction 30% to 40% percent of the time. When I clearly have my smart phone connected via USB I can not get access to my files as they boast so much about. Award Winning? Not so much by this man’s rules.

    7. General status and condition of the aircraft is of great concern to me. If they have not placed two 80 year old grandmas with 3 carry on bags each in the emergency/exit row (where I’am always planted) then I often find the carpet pulled up , the reflective strip on the floor damaged, the seat belts badly frayed or INOP. Safety write ups would be all that I do if I were to allow myself to go down that road.

    8. Safety concerns are of great importance to all of us and myself as well. I see the things through a pilot’s eye that would shake the boots off folks in the industry in Europe and North America. People allowed to stand up whilst taxing at high rates of speed , PAXS being allowed to deplane on a dark ramp at night only guessing which way to go to the terminal. Langkawi, Kota Bharu and many others have only stairs for deplaning and there is a general lack of proper ramp procedure.

    So, I will be with MH for another 4 ups and 4 downs in the next 48 hours and if it is superfine and delightful run then I shall state so in my next posting. The reality is that when one needs to fly in SE ASIA we all know to steer well clear of Air Asia leaves few options other than swimming with the sharks.

    Oh, yes give that man a bloody cup of coffee, MH won’t you?

    One of the world’s most traveled people to more than 170 countries and states, G

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