MH IROPS at KUL, Sama Sama KLIA hotel land-side, ground transport KUL-SZB (Subang) and Firefly.

[Austman]

This is essentially an IROPS TR.

I was travelling on a Malaysia Airlines single booking ticket in Y-class internationally HKT-KUL, connecting to a domestic KUL-JHB flight. Both flights MH.

On many days now there’s only one MH flight KUL-JHB. So miss your connection and you might be stuck at KLIA for a day!

And that’s what nearly happened to me.

My HKT-KUL flight was about an hour delayed which meant I missed my KUL-JHB flight departing at 18:05 despite the 1:25 transit time.

To their credit, MH sent me texts and emails about the situation. And booked me on the next available KUL-JHB flight which was 24 hours later.

They also met me at the arrival gate off my HKT-KUL flight.

I was offered a night in the KLIA Sama Sama hotel (land-side), 3 meals and the next day’s MH flight to JHB.

I asked if I could perhaps go to Subang airport (the other, smaller airport in KL) and catch Firefly (the MH subsidiary airline) to JHB instead. It was too late for that day but I was offered the 10:10 flight the next morning. Flight FY1138 SZB-JHB on an ATR-72. And ground transportation KUL-SZB.

So I had one night in the Sama Sama hotel, dinner, breakfast and ground transportation to SZB. Done with 4 separate coupons.

After arrivals migration, I walked over to the hotel. It’s really very nice. If not 5 star, it’s close to it. Check-in was easy. I just had to quote my room number in the buffet restaurant for dinner and breakfast. The transportation desk would arrange my trip to SZB the next morning. Due to the notorious KL rush hour traffic they suggested I leave at 07:00 to make my 10:10 flight.

The Sama Sama hotel:



Part of my buffet dinner:



The rooms were very nice and well furnished. And I had a beautiful view of a car park!

The next morning I did leave shortly after 07:00. The notorious KL traffic meant that the ca 60km journey, mostly on toll roads took 2 hours!

But I made check-in in time.

Firefly’s ATR-72s have quite small overhead bins so I knew I’d have to check my carry-on. I had some duty free also that had to be checked.

Subang airport is no great shakes but it’s OK.

On board the Firefly ATR-72 it’s quite squeezy but OK for a one hour flight:



The refreshment offered is better than MH domestic in Y :



All up, and only at my suggestion, I arrived in JHB one day late but at 11:15 on Firefly instead of 19:10 on Malaysia Airlines.

 

[henrus]

Impressive how they handled it all.

I had no idea that firefly is owned by MH, I've always been interested in their Singapore Seltar to KL Subang route although in the Singapore to KL direction Jetstar Asia wins for me with their Singapore lounge access

 

[AIRwin]

Jetstar Asia wins for me with their Singapore lounge access

But not in the morning and early afternoon...

 

[henrus]

But not in the morning and early afternoon...

In my mind there are only evening 3K flights from SIN-KUL all other times I'd pick SQ or delay travel

 

[dajop]

Impressive how they handled it all.

I had no idea that firefly is owned by MH, I've always been interested in their Singapore Seltar to KL Subang route

A few weeks ago a colleague of my partner flew Firefly from Subang to Seletar, or was supposed to. But due to thunderstorms in Singapore and then KL the routing was quite convoluted, got close to Singapore before diverting to Penang, where they landed and waited, the. took off again, arriving back at Subang for a bus transfer to KUL to take the last MH flight to SIN.

But I understand this is quite an exception, normally quite quick especially if you live or have business near Subang.

 

[Quickstatus]

They also met me at the arrival gate off my HKT-KUL flight.

Was the meet and greet beneficial and what was discussed?.

The next morning I did leave shortly after 07:00

Not sure what I would have done. Maybe slept in if JHB arrival was not critical. But full marks to you for coming up with an alternative solution and for MH to make it work.

The Firefly colours are so JQ orange!. (And U2 as well)

 

[Austman]

Was the meet and greet beneficial and what was discussed?.

It was.

Apparently I was the only pax off the quite full HKT-KUL flight with a missed connection. At the arrivals gate there was just one MH staff member holding one sign, with my name on it.

It was then about 17:50 and I was escorted to an MH service desk. Along the way we discussed what MH would offer. I asked if Firefly SZB-JHB (Subang - Johor Bahru) might be an option. The same person handled all the process at the service desk.

As mentioned, I was told that I was re-booked on the next day's MH flight KUL-JHB. That meant a 24 hours delay getting to JHB. I knew about the re-booking while still in HKT. So I considered alternatives then. I noted that Firefly had a SZB-JHB at 20:05. And that Google at the time suggested it was about a 55 mins car journey KUL-SZB. I thought I might be able to make that flight. But on landing in KUL, the journey time had become an estimated 90 mins!

The MH staff member said it's too late and I'd never make it in time. And it was. Apart from arranging the paperwork, I still had to go through the international arrivals process.

But the next day's Firefly flight SZB-JHB at 10:10 (and even an earlier one at 07:05) was on offer. Also an option to stay in a hotel that night nearer to SZB (I don't know which one) with meals and ground transport to get there. That was a bit tempting.

But I didn't really fancy another immediate 90 mins car journey after my day's travels so far, unless I could get a flight that night to JHB and I knew the KLIA Sama Sama (land-side) was likely to be good, and it was, so decided to stay there and travel to SZB the next morning.

For anyone interested, here is what all the voucher paperwork eventually looked like:



And here is how my new flight showed on MH's app:



Note that the Firefly flight has a MH codeshare.

 

[Austman]

Oh, and I also asked the MH staff member if I could possibly, at my own expense, see if any Air Asia flights later that night KUL-JHB (from KLIA2), were available.

I was told that if I took that option, my on-going MH itinerary (I had 2 further MH flights on the same PNR) would be cancelled and refunded.

I thought, under the circumstances, MH could possibly just delete the missed KUL-JHB sector?

But I was not too keen to discuss that option any further.

 

[AIRwin]

Oh, and I also asked the MH staff member if I could possibly, at my own expense, see if any Air Asia flights later that night KUL-JHB (from KLIA2), were available.

AK has a KL-JB flight departing around 10 pm on some days of the week but not 4 April anyway

 

[Quickstatus]

MH could possibly just delete the missed KUL-JHB sector?

I wonder if there is generally a procedure to excise the remaining upcoming flights into another PNR on a cost neutral basis

But under the circumstances, I think better to stay within the MH ecosystem. Would shifting to another PNR mean make the notes of this particular IROPS invisible. Would these notes be helpful in the event of additional IROPS?

.....

MH certainly providing a full service there @Austman
Something that another full service airline should learn from.
Did any FF Status come into play?

 

[AIRwin]

Did any FF Status come into play?

Looks like OWE?

 

[Austman]

Did any FF Status come into play?

No idea. But I am Oneworld Emerald due to QFF Platinum, which was in my PNR.

 

[Brissy1]

Nice to know MH looked after you, I have a 1¾hour late night MH transfer at KUL coming up, so from your experience if it goes pear shaped I feel relaxed about it.
And I also recommend the Sama Sama for a quick stopover...if you don't get a Meet and Greet, there's a Sama Sama phone on the wall after customs to order a (free) golf cart pickup (golf not included JohnK)