Malaysia Airlines sets itself apart from other airlines through an unwavering commitment to exceptional service that embodies the warmth of Malaysian Hospitality. We continuously enhance the passenger experience with a diverse array of offerings tailored to meet the unique needs and preferences of our diverse customer base. Dersenish Aresandiran, Chief Commercial Officer of Airlines, Malaysia Aviation Group
Q. How does Malaysia Airlines differentiate itself from other airlines in terms of service offerings and customer satisfaction?
A. Malaysia Airlines sets itself apart from other airlines through an unwavering commitment to exceptional service that embodies the warmth of Malaysian Hospitality. We continuously enhance the passenger experience with a diverse array of offerings tailored to meet the unique needs and preferences of our diverse customer base.
One of our standout initiatives is the introduction of the ‘Best of Asia’ menu on selected sectors earlier this year, offering passengers a taste of local and destination-inspired dishes from Thailand, India, Indonesia, Korea, Vietnam, and China. We have also refreshed the Chef on Call menu for passengers across all cabin classes, providing passengers the flexibility to pre-order their desired meals before take-off, further demonstrating our commitment to providing unique, tailored dining options across all cabins.
In addition, we have introduced upgraded amenities to enhance the onboard experience. These include special kids pack giveaways for our young travellers, refreshed amenity kits, and improved soft furnishings such as larger blankets and redesigned duvets and mattress covers.
To further elevate the comfort of our passengers, we have introduced the private terminal transfer service where Enrich Platinum, Business Suite, and Business Class passengers flying with Malaysia Airlines have the option to travel in premium comfort with the BMW i7 between the Main Terminal Building and the Satellite Building of KLIA Terminal 1.
Malaysia Airlines is the only carrier to initiate this service, complementing the Premium Bus transfer currently provided by the airport operator following the temporary suspension of the aerotrain service. These recognitions underscore the airline’s focus on delivering an outstanding brand and customer experience through continuous innovation and investment in quality services.
Additionally, we have also implemented innovative customer support options, such as a Live Chat feature on our website, which complements our existing social media support. This reduces reliance on traditional voice channels, making it easier for passengers to access assistance. Our dedicated Premier Line for Enrich Platinum and Gold members further enhances customer service by providing tailored support.
Through these initiatives and a steadfast commitment to passenger satisfaction, Malaysia Airlines continuously strives to offer a travel experience that is not only comfortable and enjoyable but also reflective of the rich culture and Malaysian Hospitality the airline is known for.
Q. What promotional schemes are planned, if any, to improve the traffic for corporate travel and for personal travel?
A. As we expand our network and enhance onboard offerings, we remain dedicated to refining our commercial products to deliver customised solutions for both leisure and corporate travellers alike. We recently enhanced our corporate product offering focused on ensuring a seamless travel experience for our business partners globally. The MHcorporate programme allows corporate customers to earn Enrich Points for both individuals and companies, which can be redeemed in various ways including flight redemptions. MHcorporate provides flexibility, upfront savings on Malaysia Airlines routes, and customised solutions for both SMEs and large companies. The programme also offers a premium travel experience with dedicated support, special fares, and valuable rewards, making it one of the most rewarding in the industry.
Q. How does Malaysia Airlines differentiate the travel experience for students enrolled in the MHexplorer programme compared to regular passengers?
A. Malaysia Airlines’ MHexplorer programme is tailored for students aged 13 to 26, offering a range of exclusive benefits that enhance their travel experience beyond what regular passengers receive. Key advantages of the MHexplorer programme include:
Flight Discounts: Members enjoy up to 30% off on Malaysia Airlines and Firefly flights throughout the year, making air travel more affordable for students.
Additional Baggage Allowance: The programme provides an extra 10kg of check-in baggage, allowing students to carry more essentials without incurring additional fees.
Flexible Date Changes: MHexplorer members are permitted one (1) complimentary date change per booking, offering flexibility to accommodate changing schedules.
Enrich Points Accumulation: Students can earn Enrich Points when they shop, eat, and travel, which can be redeemed for various rewards, enhancing their travel and lifestyle experiences.
Friends and Family Promotions: Members receive four (4) promo codes annually, enabling friends and family to enjoy special offers on Malaysia Airlines and Firefly flights.
Lifestyle Benefits: MHexplorer collaborates with various partners to offer discounts on attractions and services, enriching students’ travel experiences beyond flights.
These tailored benefits are designed to support students’ travel needs, offering cost savings, added convenience, and opportunities for enriching experiences, thereby differentiating the MHexplorer programme from the standard offerings available to regular passengers.
Q. Since Malaysia began offering visa-free entry to Indians, have there been noticeable impacts or changes in passenger traffic or travel patterns for Malaysia Airlines?
A. We have seen positive demands in passenger traffic for the India-Malaysia routes which have grown by approximately 30% since Malaysia first introduced visa-free entry to Indian travellers in December 2023. With Malaysia Airlines now flying to 10 key hubs in India including New Delhi, Mumbai, Bengaluru, Chennai, Hyderabad, Kochi, Ahmedabad, Amritsar, Trivandrum and Kolkata. This reflects increased demand and a shift in travel patterns towards more diverse and frequent connections.
Q. Focus on 2024 and new strategies in place?
A. This year, Malaysia Airlines has implemented several strategic initiatives aimed at enhancing our customers’ travel experience.
Cabin comfort: We are aligning our efforts to improve customer experience and enhance the feeling of being at home by delivering a comfortable and practical cabin space. From providing quality supplementary amenities such as special giveaways for young travellers, refreshed amenity kits, and improved soft furnishings including larger blankets and redesigned duvets, and mattress covers. Last year, we introduced free Wi-Fi connectivity to highly practical retrofitted cabin space, making us the first and only airline to introduce unlimited complimentary Wi-Fi to all passengers travelling on selected widebody aircraft, regardless of cabin class or loyalty tier. By the end of 2024, we will extend this service further with Wi-Fi connectivity on the 737-8 aircraft, ensuring complimentary, unlimited access for all passengers. We will continue to invest to improve the cabin experience.
In-flight dining: We continue to introduce unique local delicacies to showcase the rich and colourful Malaysian heritage, as well as providing customers with destination-inspired dishes.
In-flight services: Our cabin crew will be continuously trained for consistency in delivering the Malaysian Hospitality ambiance along the principles of making customers feel at home through personalised and premium service. At the Skytrax World Airline Awards 2024, we were ranked among the Top 10 World’s Best Airline Cabin Crew, an impressive rise from our previous ranking of 17 in 2023.
Stronger Ground Activations: We are thrilled to deepen our connections with customers through mall activations and travel fairs, both locally and internationally. Recent highlights include our participation in MATTA Fair in Malaysia, the Tourism Expo Japan, and mall activations in Amritsar, Ahmedabad, and Trivandrum. These events showcased Malaysia Airlines’ offerings and the warmth of Malaysian Hospitality to a global audience. Additionally, we incorporated interactive elements such as games and AI-driven travel experiences, giving customers an immersive glimpse into how we elevate the customer journey through technology.
Bonus Side Trip: Customers can now travel to two cities for the price of one and discover the wonders of Malaysia with our bonus side trip offer. They can enjoy a complimentary flight to one of seven (7) destinations in Malaysia before catching their connecting flight to their next destination.
While we know change is an inevitable part of our progress, what remains unwavering is our commitment to delivering the unique essence of Malaysian Hospitality. This is deeply engrained in our DNA and into every facet of our operations, ensuring that our guests continue to experience the familiarity and warmth that defines our brand.
As a testament to our efforts, we were recently accorded the Four Star Major Airline 2025 status by the Airline Passenger Experience Association (APEX), placing Malaysia Airlines among the top 8% of airlines globally. Additionally, the airline was ranked among the Top 10 Best Airlines in the World and 6th for Best Airlines for Food at the Condé Nast Traveller Readers’ Choice Awards 2024.
Q. More insights on the load factor from metro cities followed by tier-two cities with figures.
A. The load factor for metro cities is currently at 88%, while for tier-two cities, it stands at 86%. These figures indicate a strong performance in both segments.
