Flug MH 016 revisited — Air Malaysia vs Customer

Da der Flug von Perth über Kuala Lumpur nach Berlin aus welchen Gründen auch immer sich um ungefähr 14 Stunden verspätet hatte und auch ansonsten kein Versuch unterlassen wurde, die ganze Aktion so unerträglich wie auch nur irgend möglich zu gestalten…
fyi der Schriftverkehr:

Meine E-Mail an den Kundenservice:

Ladies and Gentlemen,

i´m afraid i have to file this complaint because of the incompetence und unfriendliness of some staff of Air Malaysia.

Initially i had booked the following transfer from Perth via Kuala Lumpur via Amsterdam to Berlin.

02APR MH 124 Perth 16:25 Kuala Lumpur 22:05
02APR MH 016 Kuala Lumpur 23:55 Amsterdam 06:35+1
03APR KL1821 Amsterdam 08:10 Berlin Tegel 09:30

Flight MH 016 from KLIA to Amsterdam was cancelled.

Interestingly staff of Air Malaysia already had knowledge of this cancellation even before i boarded the plane in Perth, they just didn´t bother telling me. I definitely wouldn´t have boarded the plane if i had known of these complications.

Arriving in KLIA together with other passengers i waited a long time before an airport security officer eventually gave us the information that flight MH016 had been cancelled, obviously none of Air Malaysia staff were interested in providing that information to their customers. Again.

When i spoke to the Air Malaysia representatives at KLIA a little bit later they tried to shoo me off with a 20 rn food voucher, probably knowing that the minimum price for a meal at KLIA is more than 20 rn.
They seemed to be interested in anything but their customers.
Also they wanted me to wait until the next afternoon to then take a plane to Amsterdam.

I managed to book a different flight to London Heathrow the next morning and a connection to Berlin with British Midland after tiring negotiations with Air Malaysia ground personnel.

When i eventually arrived in Berlin more than 13 hours later than originally expected my luggage had been lost somewhere on the way, and yes, i was not really surprised.

My luggage was delivered to me the next day in the afternoon, unfortunately i had to learn that somebody had stolen the following items from my bag:
North Face Gore Tex Windbreaker Jacket
Adidas Clima Lite Running Shorts
Clima-active Hiking Pants
Also the backpack was damaged, somebody had removed the two stabilizing aluminium bars integrated in the back side of the backpack.

Is this only a series of very unfortunate events?

Looking forward to hearing from you,
your disappointed customer
Martin Doerken

 

 

Hier die Antwort von Air Malaysia, gesendet von meinem „persönlichen“ Ansprechpartner, Betreff: Acknowledgement from Malaysia Airlines:

Date : 05/05/2011

Case Reference : GTS195-05/2011

Dear Martin Doerken,

Thank you for reaching out to Malaysia Airlines and for taking the time and effort to write to us.

We would appreciate it if you could allow us between 3-14 working days to reply to your feedback. I have been assigned to attend to your email and will be responsible for providing a reply on behalf of Malaysia Airlines.

If you have further enquiries and would like to know the status of your feedback, please send your email to >>>

Thank you.

Best Regards,
Tengku Zuraya Tengku Yaccob
Customer Relations
Malaysia Airlines
Email: >>>

(Ich habe die persönliche E-Mailadresse des Ansprechpartners an den beiden mit „>>>“ gekennzeichneten Stellen entfernt)

 

 

Nachdem ich über einen Monat später immer noch keine Antwort erhalten hatte, dachte ich, es sei an der Zeit noch einmal nachzufragen:

Dear Tengku Zuraya Tengku Yaccob,

You have asked me to be patient and wait 3-14 working days for your reply to my complaint.

„We would appreciate it if you could allow us between 3-14 working days to reply to your feedback. I have been assigned to attend to your email and will be responsible for providing a reply on behalf of Malaysia Airlines.“

That was more than one month ago.
Nothing has happened at all.

I´m afraid i have the impression this is NOT only a series of very unfortunate events.
It seems like your company doesn´t care about its customers, their belongings or well-being.

Still looking forward to hearing from you,
your very disappointed customer
Martin Doerken

 

Ich bleibe weiterhin gespannt.

 

 

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