Malaysia Airlines Eases Traveller Journey with MHguardian

Enhanced, streamlined offering for passengers requiring special assistance

KLIA, 8 May 2023 : Malaysia Airlines welcomes all travellers onboard Malaysian Hospitality with ‘MHguardian’, a dedicated brand service tailored for passengers requiring special assistance in four categories, namely Young Travellers (UMNR), senior citizens, passengers with reduced mobility (PRM), and passengers requiring medical assistance. Under MHguardian, travellers requiring special assistance can enjoy the convenience of an enhanced platform and one-stop centre which details all the services, requirements and booking methods offered through a streamlined user interface on the website, as well as a series of infographics to raise awareness on the services offered under the initiative. This allows passengers and caretakers to plan their journey with ease as arrangements can be made ahead of time to ensure smooth travel. Ahmad Luqman Mohd Azmi, Chief Executive Officer of Airlines from Malaysia Aviation Group (MAG) said, “At Malaysia Airlines, we are deeply committed to placing our customers at the centre of all our operations. With this in mind, we have developed MHguardian, a comprehensive service that aims to provide safe, inclusive and accessible travel for all our passengers, especially those requiring special assistance to travel with ease and peace of mind. As part of our ongoing commitment to improving customer experience, we have ensured that all our frontline teams at the airport and onboard are trained to manage passengers with disabilities and provide them with the care they need throughout their journey with us, via a Disability Equality Training facilitated by our training academy. With customer experience being a focal point for continuous improvement this year, we hope to roll out more initiatives to address the service gaps throughout our touchpoints and place customers' needs above all as a guest to our ‘home’.” Among the services offered are the UMNR service available for children aged between five to 15 years old who are travelling alone or in a different cabin class with a parent or accompanying adult. Through this service, children are accompanied by the airline’s ground personnel from the moment they check-in through to the arrival gate at their destination, and can also enjoy priority boarding, in-flight entertainment, child’s meal and many others. For passengers with disabilities, senior citizens and those requiring medical assistance, wheelchair services can be arranged at least 48 hours prior to the scheduled departure. The airline also offers the ‘Meet & Assist’ service, where passengers and caretakers can request to be accompanied by the airline’s ground crew to bring them through immigration, customs and security if required. The airline has also made available Braille safety cards in English and Malay on all its aircraft, which contain important safety information and embossed layout of the aircraft indicating all the emergency exits. Passengers may make the service bookings through the airline’s Global Contact Centre at 1 300 88 3000 (within Malaysia) or +603 7843 3000 (outside of Malaysia). A dedicated counter for special assistance passengers is also available at counters B1 and B2 at Kuala Lumpur International Airport Terminal 1. For more information on MHguardian and the services offered, visit Malaysia Airlines’ official website at www.malaysiaairlines.com .

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