Siehe da, welch Überraschung, dieses Mal antwortet tatsächlich ein Mensch im Dienste von Air Malaysia.
Dear Mr. Doerken,
Thank you for your feedback in relation to the experience encountered at Kuala Lumpur International Airport (KLIA) when our flight, MH 16 on
02 April 2011 to Amsterdam was delay.
We understand the inconveniences that you had to go through when our flight was retimed. Our check showed that the flight departed to Amsterdam after 13 hours and 32 minutes delay due to engineering and maintenance works as the flight was detected to have technical problem. Even though we understand that any decision of flight retiming would definitely disrupt our customers’ travel plans, it was inevitable in view of customers’ safety.
Nevertheless, it does not mean we tolerate on the way the situation was handled by our Airport Operations team. The staffs are trained to handle delay situations and are expected to ensure customers are kept informed and assisted, whenever needed. Therefore, it is with deep concern that we note your experience, as it is certainly not in line with our service standards. We note that the retiming of our flight could have been handled more effectively, and recognize that it is the treatment of our customers in these situations that is the key factor in our efforts to provide complete customer satisfaction. To that, your comments have been escalated to the management of the team for their immediate corrective action. As to the late delivery of your luggage, please forward us the report number for our investigation and to determine the compensation you are entitled to, based on the standard operating guidelines.
Mr. Doerken, please accept our sincere apologies for the inconveniences that you had to encounter. In appreciation to your valuable feedback and as a gesture of goodwill, we are pleased to extend 40 percent discount on our Economy Class nett fare to you, for your next travel with us from Perth to Amsterdam and return. This offer is valid for one year from the date of this letter. Bookings and ticketing are to be made with Malaysia Airlines offices only. We would like to also advise that this rebate is not valid on promotional fares, Golden Holidays packages or any travel fairs that Malaysia Airlines may participate in. Should you wish to utilise the offer, please contact our Reservations team in Adelaide at 132 627 for flight reservations. Then, please email us back at >>>@malaysiaairlines.com and copy to customer@malaysiaairlines.com the reference number of the flight reservations to enable us to formalize the issuance of the ticket.
The time taken in sharing your experience with us is appreciated and we hope to serve you better in future.
Yours sincerely
for Malaysia Airlines,
Nur Hafizah Ghazali
Customer Relations Department
This email is sent without prejudice
Hmmm, sie haben auf jeden Fall bemerkt, dass da einiges ziemlich schief gelaufen ist.
Trotzdem, das Wiedergutmachungsangebot finde ich doch ein klein wenig gängelnd.
40 % Rabatt auf einen Flug, allerdings ausschliesslich von Amsterdam nach Perth Roundtrip.
Ausserdem nur über Air Malaysia in Adelaide(!) zu buchen und dann bitte per E-Mail woanders registrieren, das klingt eher nach einer Fortführung der Odyssee.
Mal sehen, ich sende Air Malaysia die Report Number zu, vielleicht bekomme ich ja Schadenersatz für die aus meinem Rucksack verschwundenen Gegenstände.
Anbei.
Dear Nur Hafizah Ghazali,
Thank you for your reply.
The report number for my removed/damaged luggage is
TXLBD11350
Missing items:
North Face Gore Tex Windbreaker Jacket
Adidas Clima Lite Running Shorts
Hickory Clima-active Hiking Pants
Also the backpack itself was damaged, somebody had removed the two stabilizing aluminium bars integrated in the back side of the backpack.
I understand your 40% discount offer is meant as a gesture of goodwill.
Though this offer is limited to one possible destination only, for some reason has to be booked through an Air Malaysia office in Adelaide and then needs to be registered via email somewhere else?
That sounds terribly unflexible and quite bureaucratic.
best regards,
Martin Doerken
(Ich habe auch hier weider die persönlichen E-Mailadressen an mit “>>>” gekennzeichneten Stellen entfernt)