I am a regular flyer of AirAsia. Even long before I started working here. But recently, my trip to Dubai, I bought the tickets with MAS, our neighbour. One of the reason was, AirAsia does not fly to Dubai. Bought the tickets 4 weeks before and I was all excited about it. Why? Because its not always that I get to fly with another airline and I was looking forward to enjoy the whole package – the Malaysian Hospitality to be exact and need not pay for the food onboard! Hey! hey! I am still a passenger, ok!!
Kuala Lumpur to Dubai, on MH160 22nd Feb, seated in ‘Economy class’, we transited for 1 hour in Karachi.Overall, the flight was nice. Nothing to shout about. I managed to make friends with one of the stewardess onboard too. She was the friendliest among all. Sincere, warm smile throughout the flight. And we even bid goodbyes when we bumped into each other at the carousel while collecting our luggage. The rest of the members? Sad to say, even when I looked at some of them, tried to smile and create a conversation, they seemed to be in their own world and too arrogant to return the smile .No doubt they did their job well, by attending to the passengers who called them one after another, quite immediate, however I felt there was lack of warmness in the service.
I returned on 28th Feb on MH157 and it was a night flight. Again, looking forward to it and I was expecting it to be a better experience as I don’t know when I would be traveling with them again.Hey!! its not cheap, ok!! And maybe my expectation was also because of the ‘Malaysian Hospitality’ advertisement that I have seen constantly everywhere. It is seldom that I get to travel with them, so I definitely look forward to it! But this time, I was more frustrated. And also sad. That was the feeling I had.
When a passenger pressed the ‘call button’ requiring assistance, they responded to it only around 15 to 20mnts. And compare to the day flight, there were not many people requiring assistance as most of them were sleeping after dinner was served. Well, I experienced it too. I wanted to purchase a duty free item, had to wait nearly 20 minutes before someone attended to me. Then, when he came over, he asked with a serious tone, without a smile , ” Yes? ” Hmm….that wasn’t what I wanted to hear.
It frustrates me because as a passenger, I was really looking forward to enjoy the Malaysian Hospitality ; and especially after paying such a big amount of money. And being a Malaysian myself, I would like to see the warmness in the service provided. It is definitely sad to see a good airline like MAS is not providing the service up to the standards. Being a Malaysian, I am always proud of Malaysia Airlines as our national airline even if I don’t fly with them.
I believe, no matter where we are, which airline we work for, we must be proud of the job we do and we need to have fun doing it. Because this later will reflect in the quality of work we produce and makes people love traveling with us more!!
Service is a feeling. We need to make people feel good and welcome. Smile. Have fun. Enjoy a decent conversation. Especially traveling with us. And when they fall in love with us, they would definitely return for more.