WE refer to the letter “MAS services: Don’t ignore the customers” by T.L.L, Batu Caves (NST, Dec 20) and apologise for the service shortfall experienced by the passenger on flight MH2708 (Kuala Lumpur to Sandakan) on Nov 16.

At Malaysia Airlines, we place great emphasis on high standards of service delivery at all stages of our customer engagement as we recognise that this is a key attribute for continued as well as increased customer patronage of our product and services.

One important aspect of this focus is the regular refresher training for our frontliners as it equips them further for effective, efficient and consistent high standards of customer service.

These have been very effective as attested by the numerous tokens of recognition received by Malaysia Airlines, including the 2007 World’s Best Cabin Staff award by Skytrax.

Nevertheless, we acknowledge that we need to strive harder and address occasional service delivery lapses.

We thank T.L.L. for alerting us and assure that the matter brought up is being duly addressed to ensure such a situation does not recur.

DATUK TAJUDEN ABU BAKAR, for Malaysia Airlines, Subang, Selangor

Source: NST – December 24, 2007