We won’t let you down: Malaysia Airlines commitment to quality

The pandemic has caused significant disruption to air travel worldwide, with prolonged border closures and landing requirements that have forced us to ground more than 90 percent of our fleet. However, Malaysia Airlines did not stop, continuing to provide essential services, operating rescue and repatriation flights around the world, and ensuring global supply chains are maintained for the most time-sensitive deliveries. South Asia Malaysia Airlines India Country Manager Amit Mehta shares information about the airline’s future plans.

The last few years have been difficult for Malaysia Airlines due to the accidents that have occurred. 

How is an airline working to rebuild its reputation in the new post-pandemic world? 

Our focus is customers, and we continue to improve our service offering to meet the needs of travelers with inimitable Malaysian hospitality. We focus on the continuous improvement of our products without compromising on quality. Here, we rely on hyper-personalization, using the right communication tools and platforms, and interacting with customers at the right time to stay relevant and flexible in the market. 

We remain focused on delivering seamless experiences and solutions in our products and services, including the power of flexibility.
Our commitment continues to bear fruit, as the airline recently received the 2023 APEX Passenger Choice Award for Best Seat Comfort in East Asia and Asia’s Leading Airline in Business Class at the 29th World Travel Awards. Both awards were customer- and industry-driven, demonstrating the airline’s continued confidence as the airline of choice in the Asia-Pacific region.

Despite the fact that 2023 will be difficult, we remain firm in our long-term goals and continue to focus on expanding the network, continuing services suspended due to the pandemic, maintaining market relevance while taking customer preferences into account, introducing innovations, and staying “floating above.” through attractive campaigns and, at the same time, efforts towards sustainable development. We are focused on implementing LTBP 2.0, which charts our course for the next five years, with the key objective of building and growing the group’s diverse business portfolio. 

Is the airline coming up with new campaigns, and what media channels would it use to reach consumers?

There are several offers on our website, such as a 10% discount on your next flight when you buy an Economy Flex, Business Flex, or Business Suite ticket. We have also introduced exciting travel tickets and offers to encourage travelers to explore the world more easily. For example, MHflypass ASEAN is a travel pass that allows three fixed-price round-trip flights in 12 cities throughout the year, offering travelers the perfect opportunity to explore top holiday destinations with flexibility.

In addition, our Bonus Side Trip program allows travelers to get the most out of their trip by exploring one of Malaysia’s seven home wonders at minimal cost. It is perfect for those who want to experience all that Malaysian hospitality has to offer when you can experience Malaysia’s diverse culture, warm hospitality, and delicacies as part of your travel plans.
To ensure a perfect travel experience, MHholidays, the tour operator of Malaysia Airlines, also offers passengers a free way to plan their next holiday, offering them a single platform to choose and customize their holiday—including flights, accommodation, ground transportation services, and vacation packages.

priyank saxena
Amit Mehta-Country Manager, Malaysia airlines

What are the five main source markets for Malaysia Airlines? 

Besides India, flights to Bangladesh, Nepal, and Sri Lanka in South Asia. Although we currently have a limited flight schedule on these routes, we hope to increase capacity by 2023. There is also high demand for travel between Malaysia and Australia (Melbourne and Sydney), London, and other Asia-Pacific destinations such as Singapore, Indonesia, and Thailand. These have always been popular routes among tourists and Malaysians working in these destinations.

What is the USP of Malaysia Airlines?

We are proud to bring the unique delivery of Malaysian hospitality to the world and want to ensure that travelers have a comfortable and fulfilling journey with us at our home. in line with our brand campaign, “This is Malaysian Hospitality.” We believe that our hospitality defines us as more than just an airline; this is how we assess our values and respect each other and everyone else. We are committed to providing our customers with unique Malaysian hospitality.


Expansion/Renovation Plan?


Especially for the Indian market, We are constantly exploring opportunities in the Indian market and will gradually add new routes, increase schedules, or upgrade aircraft as needed to meet their needs, especially during peak travel periods. We will gradually increase the frequency of flights from India on our existing routes from Delhi, Bengaluru, Chennai, Hyderabad, and Mumbai and will also resume weekly flights from Kochi (COK) in December 2022, bringing the total number of weekly flights from India to 52.


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