Malaysia Airlines "customer service"

[Mattg]

So, I sent an email to Enrich on the 28th of May this year with a couple of basic questions about whether services from Melbourne to KL would continue to operate as normal following the restructure. I was deciding at the time whether to "risk" MH or book another carrier on that sector.

I got a reply by email just now, on the 12th of August :!: saying simply:

Dear Mattg,

Thank you for your email.

You may contact our toll free number at 1 300 88 3000 for further clarification on the issue raised.

Thank you

Wow, how's that for customer service?! For the record, I have already booked with another airline. About 2 months ago, in fact.

 

[Anna]

Better late than never?

 

[Mattg]

Better late than never?

Sure, why not!

Though the fact that I've already made a booking with a competing airline means that their reply was superfluous either way.

 

[medhead]

[-]You[/-] They've had a lot on their minds this year.

 

[basso]

You've had a lot on their minds this year.

Not only that, but there is a good chance that nobody at MH could have answered the question, and the fine folk at Enrich certainly wouldn't have been able to provide an answer.

 

[Mattg]

Not only that, but there is a good chance that nobody at MH could have answered the question, and the fine folk at Enrich certainly wouldn't have been able to provide an answer.

The questions were basically along the lines of "if I book a flight from Melbourne to KL on MH for next year, will it run?" I'd be quite concerned if nobody from MH knew the answer.

 

[basso]

The questions were basically along the lines of "if I book a flight from Melbourne to KL on MH for next year, will it run?" I'd be quite concerned if nobody from MH knew the answer.

But all anyone at Enrich would know is that it was in the timetable and on sale. Surely, it is blindingly obvious, that if it wasn't going to run, and MH had made a decision that it wasn't going to run, then it wouldn't be on sale.

 

[Mattg]

But all anyone at Enrich would know is that it was in the timetable and on sale. Surely, it is blindingly obvious, that if it wasn't going to run, and MH had made a decision that it wasn't going to run, then it wouldn't be on sale.

I probably should have explained my question a little better. The questions were "can I be confident that the flight schedules between Melbourne and Kuala Lumpur will remain unchanged?" and "can I be confident that the service I will receive on Malaysia Airlines next year will continue to be the full service that I currently enjoy with MH, and not a low-cost offering?"

Basically, this was before any details of the MH restructure were announced and I wanted to know whether I should book with confidence or if some nasty surprises were on the way. (Of course, we now know that schedules have been cut, but also that MH will remain full service.)

My point was more about (a) the amount of time it took to reply and (b) the quality of the reply. They could have sent exactly the same reply within a week of me sending that email, as it contains virtually no information anyway.

 

[Cool Cat Phil]

Worth noting that MEL > KUL is a busier route than SYD > KUL .

So if MH was foolish enough to reduce capacity from MEL they would just be handing over customers to their competitors.

 

[icemanmelb]

Worth noting that MEL > KUL is a busier route than SYD > KUL .
So if MH was foolish enough to reduce capacity from MEL they would just be handing over customers to their competitors.

How is that so.. thought it woudl be Sydney which would be busier.

regards

p

 

[medhead]

Agree about your a) and b) points. The response is both highly amusing and useless.
But with respect the questions you asked are something that only the CEO/Board could answer. not a random pleb at the other end of an email. Also worth noting that the CEO came out and announced that we could book with confidence.

I probably should have explained my question a little better. The questions were "can I be confident that the flight schedules between Melbourne and Kuala Lumpur will remain unchanged?" and "can I be confident that the service I will receive on Malaysia Airlines next year will continue to be the full service that I currently enjoy with MH, and not a low-cost offering?"

Basically, this was before any details of the MH restructure were announced and I wanted to know whether I should book with confidence or if some nasty surprises were on the way. (Of course, we now know that schedules have been cut, but also that MH will remain full service.)

My point was more about (a) the amount of time it took to reply and (b) the quality of the reply. They could have sent exactly the same reply within a week of me sending that email, as it contains virtually no information anyway.

 

[Mattg]

Agree about your a) and b) points. The response is both highly amusing and useless.
But with respect the questions you asked are something that only the CEO/Board could answer. not a random pleb at the other end of an email. Also worth noting that the CEO came out and announced that we could book with confidence.

Fair enough. I just checked my inbox and it turns out that I got an email from the head of Enrich on 28 May which said:

Dear Mattg,

It is a pleasure to write to you with the latest news of our restructuring programme as it nears completion. This programme was initiated last August to create a profitable and financially sustainable national carrier.

[snip]

MAB will become operational on 1 September 2015, with a new business model and a new management team, which will be led by Christoph Mueller, CEO of Malaysia Airlines and CEO-Designate of the new airline. These upcoming changes will not have an impact on flights, schedules, or the Enrich programme.

Our relationship with you is extremely important to us. I will keep you updated as we progress through this critical phase. In the meantime, please do not hesitate to contact me if you have any questions or concerns.

Thank you for your continued support.

Sincerely,
Khairul Nisa Ismail
Head of Enrich Programme

I must have decided to take up that invitation to get in touch if I had a question or concern. It's a shame that the invitation turned out to be shallow.

 

[medhead]

Fair enough. I just checked my inbox and it turns out that I got an email from the head of Enrich on 28 May which said:



I must have decided to take up that invitation to get in touch if I had a question or concern. It's a shame that the invitation turned out to be shallow.

My recollection of discussion at the time, was that it was a fairly pointless announcement and invitation. Certainly that was my feeling. Also well done for pushing the issue as well.

I think you did the right thing, I think the reaction to the response is correct. Just that I would've also expected a nothing response.