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Malaysia Airlines Committed to Ensure Optimal Customer Service Delivery Amidst Travel Surge


KLIA, 20 June 2022: Since Malaysia reopened its borders on 1 April 2022, the aviation industry has seen positive global responses from travellers eager to resume their travels. The industry players have welcomed this positive progress as a critical step in the recovery of the sector; having weathered through the impacts caused by the pandemic on its operations, financial standing, and livelihood of its workforce.


The increasing demand for global travel is also reflected positively for the national carrier, Malaysia Airlines, having recorded a healthy growth of more than 100% on ticket sales and 80% load factor on most flights since the announcement. However, the positive sentiments and surge in travel are not without challenges, including impacts on customer waiting time for its contact centre.


With high attrition rates and increase in passenger volume, the airline is susceptive to challenges in addressing the surge in customer queries it receives with the headcount it has; a phenomenon experienced by airlines globally. As an airline involved in an ever-evolving, dynamic 24-hour operations, its workforce continues to work proactively to ensure minimal inconvenience caused to customers, even during the pandemic, which it continues to prioritise to this day.


Group Chief Executive Officer of Malaysia Airlines Berhad, Captain Izham Ismail, said, “Our customers remain our centre of gravity, hence why we are taking active measures to minimise any inconvenience they experience and will continue to improve our service delivery during this crucial time. Malaysia Airlines will work closely with our global customer contact centre service provider who have indicated their collective commitment and responsibility to address and improve the critical functions impacting Malaysia Airlines’ overall customer experience.”


The airline has been proactive and taken necessary measures to ensure its service delivery is satisfactory to cater for the travel demands. 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. As part of its commitment to ensuring customer queries are addressed timely and efficiently, the airline will also be waiving offline booking fees for customers who experience a waiting time of more than 10 minutes, effective immediately.


As the national carrier, Malaysia Airlines continues to take active measures to ensure it can continue to meet the growing consumer demands, offer attractive fares, reinstate and introduce new exciting routes, while ensuring that its service quality is uncompromised.


The airline reiterates its commitment in ensuring optimal customer service delivery within its operations to serve better its customers underpinned by Malaysian Hospitality.





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