I am a marketing and communications consultant and freelance writer. Living on the Gold Coast in Australia. Check out my website www.sarahsays.com.au or follow on Twitter @WENGoldCoast
Published December 13th 2012
Awful Journey, But Great Service
This is quite a difficult review to write, because my journey to London with this airline was probably one of the worst travel experiences of my life, however I am a believer in only really seeing what a company, organisation or place is like when something goes very wrong.
So, long story short, I had two flights cancelled, slept on a bench in Brisbane airport and was in the airport for a total of 30 hours before I even started on my 35 hour long haul journey, yes really, there were tears.
The Brisbane Airport staff I have to say were not overly helpful, but I found the Malaysian Airlines ground staff incredibly helpful, calm and polite in what was just an awful situation. Now, these things happen and flights get cancelled and to be honest I would rather be stuck in Brisbane Airport, than in the middle of the Ocean beacuse we took off with an engine fault. It is how you deal with these situations that make the biggest impact.
Having worked in customer service I understand what an awful experience it is when something goes wrong, and you have a number of very unhappy people and you really have no information from the top to give to people. I felt that the staff did their absolute best to accommodate everyone, they put people up in hotels where they could, gave out loads if $20 food and drink vouchers, offered free clothing and beauty essentials for people to freshen up and remained upbeat and cheerful throughout the whole ordeal. They had been awake for just as long and put themselves in the firing line and worked hard to fix an unfortunate situation, that really was no ones fault.
They did get me to my final destination, be it 3 days late, but I think it is a testament to them and their service that I still have a positve opinion of them, even after such an experience that was very upsetting as it took 3 important days away from seeing my friends.
The flights (once I actually got on one and it took off) were really good, the seats are very spacious with good leg room, probably one of the best I have been on. The service was great, the flight attendants were really friendly and attentive - especially the lady that kept topping up my wine without me asking, she was my favourite. The entertainment system is very good, a big screen with so many films, TV shows, games and info that you will be kept entertained for hours. The food was good too, plane food is always a little strange but I liked their choices, one traditional malaysian and one western meal to choose from, and they constantly were offering juice and water throughout the journey.
I am unsure if I will travel using Malaysian Airways again, especially not from Brisbane, but I wouldn't rule it out. You can never really judge service until something goes wrong - I felt that the ground staff handled things really well and I certainly have a positive opinion about them for that reason.
Fight delays/cancellations are certainly unfortunate and definitely frustrating for pax. Working for an airline, I see the other side as well & it can be very difficult trying to reaccommodate over 300 pax on flights to different destinations all over the world, especially when other airlines may be fully booked or trying to find hotel accommodation for pax. Airport & city office staff can sometimes be working 12-16 hours straight In these situations, and have to deal with some pax being pushy & abusive. Thankfully many pax, like yourself, are understanding.
Although I don't work for MH, I'd just like to thank you Sarah for your understanding & praise for the staff who were doing their best to assist. You turned an unfortunate situation into a positive review. So sorry you missed a few days of your holiday which must have been disappointing. Flight cancellations don't happen that often but we always say " safety first".