FIRSTLY, allow me to congratulate Malaysia Airlines on its success financially as well as its expansion. As a Malaysian, I share in the glory and I am proud MAS’ fortunes are beginning to look up.

As the business improves, the attention MAS pays its customers must not decline.

Personally, I do not mind mealboxes being served instead of hot meals.

But I feel customer service standards have dropped.

For instance, an elderly aunt of mine was travelling on a flight from Kuala Lumpur to Sandakan on Nov 16 on flight MH2708.

The lead stewardess was most unfriendly and unhelpful towards the passengers and even her subordinates. A leader is there to set an example, especially in taking care of elderly passengers.

If you want to win the passengers’ hearts, and keep them coming back, one thing that you must maintain is consistent and good customer service. You can cut costs, change your serving styles, etc. But don’t ever sulk and turn away from your passengers.

T.L.L., Batu Caves, Selangor

Source: NST – December 19, 2007