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Michael Aquino

Malaysia Airlines Upgrades Customer Services.

By April 22, 2010

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Malaysia Airlines' Commercial Director, Dato' Rashid Khan (left), Nora Talib, Senior Commercial Manager from AeroMobile (middle) and Matthew Willsher, Chief Marketing Officer of Maxis (right), sealing the partnership. Image Malaysia Airlines, used with permission.

Malaysia Airlines now offers a couple of service tweaks that give their passengers more power - before boarding, and while aboard. Fly with Malaysia Airlines, and you'll be able to do the following:

Make your own tweaks to your itinerary details, online. Use Malaysia Airlines' new "Manage My Booking" to adjust your travel date, time and booking class yourself, without having to go through the call center.

"Manage my Booking" will first be rolled out to passengers traveling on domestic, Singapore and Brunei routes, for tickets purchased online via Malaysia Airlines' website.

Not all alterations will be free - some may require a change fee and/or a fare difference charge. This feature will be rolled out to more destinations in the near future. Just register and log on to www.malaysiaairlines.com to manage bookings without troubles!

Say "hello" on your cellphone - while in the air! Malaysia Airlines partners with Malaysia-based Maxis Communications Berhad and UK-based AeroMobile Limited to offer in-flight mobile services such as voice calls, SMS, emails and GPRS services to Maxis post-paid customers. This service will be rolled out on the Boeing 777-200 aircraft across Europe, Australia and the Asian region including China and Japan.

The in-flight mobile system installed on these planes permit passengers to use their own dual band, tri band and quad band GSM mobile phones, including Blackberry-type devices. Calls and text messages will be coursed through a Picocell, a small cellular station on the plane. Passengers will hear an announcement after takeoff notifying them that they can activate their cell phones without worry. The service is disabled during takeoff and landing.

Rates are much steeper than on the ground, though - passengers can make and receive voice calls at MYR 15 per minute or send or receive data at MYR 100 per MB. SMSes sent are charged at MYR 3 per SMS; while receiving SMSes are free of charge. Malaysia Airlines anticipates a rate drop as the service gains ground.

Comments
April 22, 2010 at 10:55 pm
(1) kuala lumpur flights says:

wow..
passengers can possibly use their cellphones even during flights..that was good news..
Malaysia flights we’re improving huh.that’s good. ;)

November 24, 2010 at 7:15 am
(2) Robert says:

Now they need to fix customer support!!!!

Malaysia Airlines customer support is terrible! I was told during 2 phone calls to support that I was eligible for the piece concept baggage allowance because my travel starts and ends in North America AND I was using a MAS airline partner (ANA). When I asked by email to have my tickets changed to reflect the larger piece concept, I was outright rejected. It also took 6 weeks to get a response. I bought my tickets with Malaysia airlines because of what I was told on the phone. I was lied to, and now I will face a huge baggage fee on Nov 30th!!

I will never fly Malaysia Airlines again!!

March 20, 2011 at 11:29 pm
(3) Stuart Moles says:

MAS is a fine airline but with the worst customer support facilities in the world . You can’t get a reply to a phone call nor to an emai.l They avoid giving the contact details for senior managers so you cannot express your frustration at the in action.
This is so sad as in the air it is a magnificent airline for food and cabin service but on the ground they must have recruited a group of donkeys who have no perception how a world class airline should operate.
I am available FOC to assist them in putting right their abysmal support operation.

February 9, 2012 at 9:12 pm
(4) Aridge says:

Malaysia airlines arrangement and customer services really disappointed me a lots. I bought rtn ticket from Argentina to kuala lumpur but they cancelled the flight and never inform me until I called. But the customer service dont even know the route been stop. And keep giving me numbers to call to irrelevant party for eg. KLIA office number, Malaysia hotline number (which is call to same place, just another person pick ip my calls). So end up my problem can’t solve and I don’t know where should I call since their Argentina office also closed Down.

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