In the past two weeks I flew in out of 14 countries, 16 flights in total considering return flights to Sweden… During this two weeks I observed very different levels of service amongst the various airlines.
The best was with Turkish Airlines, friendly and helpful cabin crew. The worse was with Malaysian Airlines with very rude cabin crew especially the flight from Manila to Kuala Lumpur. The low point was when the crew started telling passengers (actually I was one of them) that the toilets are unavailable due to the Pilot declaring emergency situation. However there was no seat-belt signs turned on and no announcement from the Pilot. In the background the crew were chatting and laughing together every time they command a passenger who want to use the toilet to take a seat. Considering that Malaysia Airlines is in a dire financial situation I can clearly understand why, their service is amongst the worst in the world and to make fun of passengers is such a very low point.
If Malaysian airline can not improve their service they will definitely go out of business no matter how much money the government will put in to rescue the airline. I have criticized Turkish Airlines in the past but their service have improved dramatically over the years and is now one of the best airlines in the world. What made the difference is putting a touch of humanity to their service…
When we look at customer service, for example in Telecom, each mobile operator would like to lower the cost but at the same time still deliver a wonderful customer experience. This is being achieved by providing customer are in various channels. One channel in particular is the most effective, directly from a customer’s device… where customer service can be automated and enhance but still maintaining the the human touch. Operators like DiGi and Malaysia and Smartfren in Indonesia are starting to implement this improved customer experience programs and are perfecting their user interfaces to give the most complete automated and humane experience possible.
The best was with Turkish Airlines, friendly and helpful cabin crew. The worse was with Malaysian Airlines with very rude cabin crew especially the flight from Manila to Kuala Lumpur. The low point was when the crew started telling passengers (actually I was one of them) that the toilets are unavailable due to the Pilot declaring emergency situation. However there was no seat-belt signs turned on and no announcement from the Pilot. In the background the crew were chatting and laughing together every time they command a passenger who want to use the toilet to take a seat. Considering that Malaysia Airlines is in a dire financial situation I can clearly understand why, their service is amongst the worst in the world and to make fun of passengers is such a very low point.
If Malaysian airline can not improve their service they will definitely go out of business no matter how much money the government will put in to rescue the airline. I have criticized Turkish Airlines in the past but their service have improved dramatically over the years and is now one of the best airlines in the world. What made the difference is putting a touch of humanity to their service…
When we look at customer service, for example in Telecom, each mobile operator would like to lower the cost but at the same time still deliver a wonderful customer experience. This is being achieved by providing customer are in various channels. One channel in particular is the most effective, directly from a customer’s device… where customer service can be automated and enhance but still maintaining the the human touch. Operators like DiGi and Malaysia and Smartfren in Indonesia are starting to implement this improved customer experience programs and are perfecting their user interfaces to give the most complete automated and humane experience possible.
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