MAS - Going below expectations ...

Malaysia airlines has recently been in the news for all the wrong reasons... quarterly loss, rising fuel sur-charge etc ... and the last thing they probably want is one of their staff to be rude to pasenggers. Here's a complaint from my cousin sister and her husband and the nonsence they had to put up with on their trip back recently from Bangkok to KL on a MAS flight. Though a written complaint had been submitted to MAS, till today, no response has been received. So i'm planning to take it up from here untill MAS appologise for their incompetencies yet again!

Pesengger name: Dr. Gayatri Devi & Mr Thulasaidas
Enrich Membership: MH 067402344 / MH 067 402 322
Email contact: CENSORED
Tel: CENSORED
Flight Date: 25th Sept. 2005
Flight no: MH 0785 (BKK-> KUL) bangkok to KL
Seat : 24H & 24K

Complaint against racist and rude stewardess
Stewardess Name: Emi Khaliza

Me and my husband decided to take a short break to bangkok recently. It was an enjoyable trip untill we sat on our flight back home to KL. We were horified with your rude stewardess . There were a bunch of Indian expats seated infront of us who had requested for vegetarian meals. Not only was she very rude to these indian folks, one of them were served different food compared to the rest. When she asked why she is given something else compared to her friends, Emi's reply was to the tune " We dont have a kitchen in this plane, i only serve you whats there given" We're disgusted to hear this, so much for GOING BEYOND EXPECTATIONS. The least she could do is offer something else, like an additional bun or something and politely appologise for not having proper meals. She also started to teach pesenggers to say "Please" and "Thank You" . This is unimaginable, not only was she rude to everyone, she started preaching etiquette to fellow pesenggers.

Then she came to serve us meals. First things she asked us " Is this your original seats? " with an arrogant tone. I am wondering if she thought we were also Indian expats (not that it's an excuse to be rude.) Then she asked " Are you vegetarians" , againt in arrogance. we aswered NO. My husband immediately went up to the chief steward and asked him to remove Emi from that section before she disgraces MAS further. She was immediately removed from serving food further and the chief appologised.

What is hapening to Malaysia airlines? This is going BELOW ANY LITTLE EXPECTATIONS a pesengger can have. Are MAS stewarders being overworked? She was very racist towards the indian pesenggers and also to us. To add more insult to MAS, behind our seats were a holidaying couple of which the lady works as a stewardess for a middle eastern airlines. She was equally shocked. I'm a frequent flyer with MAS as you can see with my enrich record, travelling every few months between Oxford medical centre, UK and Malaysia. I will surely think twice next time to fly MAS, given such sub-standard quality and rudeness of your cabin staff.

Regards,
Dr. Gayatri Devi,
Consultant Opthamologist,
Oxford University Medical Centre.

On a more personal experiance, i had this issue recently when i flew from KL to Tokyo on October 2nd. Both the interactive TV screens on my seat and the seat beside (11 A & C) fail to work. I complained to the stewardess and asked them if they could do something, and they told me i'm free to find another seat around the economy class, knowing obviously that the flight was alomost full. One even tried to convince me the interactive TV and Movie on demand is only for business class. OBVIOUSLY she doesnt know that the air craft systems of MAS are being upgraded where you now have movie, TV and music on demand even on economy class, MY GOD, they dont even know details about the plane the work on.

Finally i decided to give the chief steward a try to see if he could help, and HELP HE DID. He just reset the entire entertainment system and the PC rebooted :) and thats how i found out that the airline computer uses linux :) for the interactive entertainment system. It worked fine after that but sadly 3 hours of my journey was wasted staring at my food and the wall in front of me.

I just dont understand MAS stewards and stewardess, dont they ever know the meaning of GOING BEYOND EXPECTATIONS??? I think MAS should start a retraining program for all their rude and ignorent staff to educate them the importance of keep the standards high!

I have also loss faith in Skytrax (The guys who never fail to rate MAS so highly every year) as the service i get doesnt JIVE with the skytrax survey. But wait a minute, I'm not a Mat Salleh, no wonder i got shit treatment! Now it make sence.