LAST September, my wife and I accompanied our son to London to arrange for his accommodation for the start of his tertiary education in the United Kingdom.

We chose Malaysia Airlines (MAS) to fly to London, though there were many other airlines that offered competitive fares.

Thanks to the help of a local travel agent and the MAS local office, my son’s baggage check-in allowance was allowed to be increased from 20kg to 30kg.

MAS’ understanding of a student’s education travel needs are laudable.

It was a pleasant trip and we returned to Malaysia feeling very satisfied with MAS.

When my son came back for his summer break this year, I insisted that he fly with MAS.

Again, because of a student’s travel needs, my son went to the MAS London office to apply for an increase in the baggage allowance.

To his disappointment, the officer’s reply was: “If I were to allow you an increase in baggage allowance, then I will have to allow the increase for all other students as well. Do you know how many students fly with MAS and how many applications I will have to process?”

The answer lacked good customer service and politeness. I could only console my son not to pay heed to the rudeness of a few individuals who may not represent the the company’s policy.

After my son’s return to Penang, we went to MAS Penang office to apply for the increase of baggage allowance again as my son is scheduled to fly back to London later this month.

To my confusion, the reply from the MAS officer was: “Since the ticket was purchased in London, only the MAS London office will have to process the application.”

I would appreciate it if the MAS management can clarify the inconsistencies in issuing the statements so that overseas-bound students will be more aware of its actual policy.

B.S. CHUA, Penang

Source: NST – September 22, 2008