KUALA LUMPUR, June 20 — Malaysia Airlines Bhd has given its commitment to ensure optimal customer service delivery amid a surge in customer queries that impacts customer waiting time for its contact centre.
As part of its commitment to address customer queries timely and efficiently, the national carrier said it will be waiving offline booking fees for customers who experience a waiting time of more than 10 minutes, effective immediately.
In a statement today, Malaysia Airlines said with high attrition rates and increase in passenger volume, it is susceptible to challenges in addressing the surge in customer queries it receives with the headcount it has — a phenomenon experienced by airlines globally.
“The airline has ramped up its contact centre customer service headcount, more than doubling its agents since February 2022, and is continuously doing its best to strengthen its headcount to attend to the increasing number of calls received.
“Despite this significant increase, Malaysia Airlines has recorded continuous improvements in managing customer queries, reducing the average waiting time to below 20 minutes to address the queries received via its contact centre,” it explained.
The carrier said that it has recorded the healthy growth of more than 100 per cent on ticket sales and 80 per cent load factor on most flights since the border reopening announcement.
Group chief executive officer Captain Izham Ismail said the company is taking active measures to minimise any inconvenience the customers experience and will continue to improve its service delivery during this crucial time.
“Malaysia Airlines will work closely with our global customer contact centre service provider who have (sic) indicated their collective commitment and responsibility to address and improve the critical functions impacting Malaysia Airlines’ overall customer experience,” he said.
As the national carrier, Malaysia Airlines said, it continues to take active measures to ensure it can continue to meet the growing consumer demands, offer attractive fares, and reinstate and introduce new exciting routes, while ensuring that its service quality is uncompromised.
