By: Yao Neng Chen (Malaysia Airlines, Customer)

As a very frequent flyer around the world, I find MH is lucky to have such a pleasant, well trained and helpful employee as Miss Ayu Azwinna Abdul Khalid. She has the best attitude and willingness to help us out on the lost baggage. With her efficient assistance, we have our bags in time without any worry.

Most importantly, she offers so many good info to assure our trip in Malaysia is enjoyable.

Congratulations to MH for such a good job done in your employees.

Yao Neng Chen

TA-CHIA TAICHUNG
TAIWAN 437

By: Andrea Beck (Malaysia Airlines Customer)

Recently, I had booked a school group of ten on MH going to ICN for a Math competition. The group consisted of 8 students and one male and female teacher. Two days before the flight, the female teacher got sick and could not go, leaving the group in a bit of a limbo, as school policies do not allow a male teacher accompanying the group by himself, if there are female students on the trip as well.

Unfortunately the flights were over booked and it was not possible to get another ticket for another female staff.

Over the two days I was in constant contact with Zenobia and Lynette, who tried tirelessly to get a seat confirmed to no avail. We got very desperate and on day two we tried to get a name change authorised. I have been in this crazy industry for some time now and know the chances of getting a name change approved to a complete different name are 0.000001%.

However, though sheer persistence and sending emails to the “right” people, Zenobia and Lynette worked magic and literally 5 hours before the flight we had the ticket changed over to the new teacher. I do not know how they did it, but I know the favour they did for me and the group was huge.

I would like to sincerely congratulate you on caring staff that run the extra mile after they have completed the marathon.

Kind regards

Andrea Beck
Personal Travel Manager

By: Armand & Daphne Ratilal (Malaysia Airlines Customer)

I'm writing to thank you for your help in tracing back my luggage.  My wife and I travelled on Jetstar flight 3K 685 on 28 June 2010, and 1 of my 3 pieces of luggage was missing.  After reporting it, I received at least 1 phone call a day letting me know that you are still looking for the luggage.  Even though there was no update, I am very grateful to hear that we have not been forgotten and that you are continuing to search for it.

Eventually my luggage was found after 3 days (got missent to Hong Kong), and I was very grateful to get it back.  Thank you very much for all the phone calls each day updating us with the progress and for finding it in another country for us.

Kind Regards,
ARMAND & DAPHNE RATILAL

By: Jothiganesh Subramaniam (Flight Operations)

“Airborne, right turn heading 1-3-0, climb 1000ft, cleared for take-off runway 10”, I read back the clearance as a drop of sweat dripped from my eyebrow to my cheek. The combination of 34 degree Celsius outside temp, my anxiety and nervousness made me sweat like I had a gun pointed to my head!

Power is set, aircraft begins to roll, speed’s building up fast, my heart beat was racing to the sound of the aircraft engine revving up and my palms begin to sweat. There were so many instruments to monitor, so many expectations and reviewing actions to be done. Runaway centreline was disappearing fast beneath the aircraft, as I’m getting airborne. “Are you ok, Joe? U ok” A voice heard over my headset followed by a nudge on my shoulder. I turn to my right, I see my instructor smiling at me. Yes! This is for real! I’m not dreaming! I’m actually flying a plane.

During my training in flying school, 2007

Hi guys, that was my first ever flying experience in flying school. Although I’ve witnessed many take offs and landings from the cockpit of commercial jets like Boeing 737, 777, 747 and Airbus 330, being at the control of an airplane was rather spectacular. For those who have perused my previous entry, that’s right, I got through the cadet pilot program with Malaysia Airlines, leaving my past life as a Flight Steward.

After wet drill and during graduation Batch 17/03

- 1st pic: Bottom left. 2nd pic: Top left. 2003

Here’s the process, after short listing, I was called in for a Psychomotor Test. This is an assessment of your brain-hand-eye coordination, split second thinking, reflex and your ability to understand instructions. Thereafter, a written test was to be taken whereby the applicants are tested on their IQ, Mathematics and English ability. There will also be other questionnaires on the same day meant to assess your personality. I was rather surprised with the accuracy of the test results. Then, the interview and finally the Class 1 medical check up for aviation.

After about 7 months, it was time for 16 of us to be sent to a flying school, where we will gain our basic and initial qualification/licence to be an aviator. At this point, I’m ready to tender my resignation letter as a steward with a big smile on my face. I was overwhelmed with happiness and joy, not only because I’m one step closer to my dream but also I’m still with MH.

My 1st month in flying school

In flying school we are taught many subjects, like the physics of flight, navigation, meteorology and human limitation to name a few. Completing 200 hours by flying in Single, Twin engine aircraft and simulator is part of the training. Doing what I love was fun for me at every moment.

Graduating from flying school 2008

After more than a year of intensive studies and flying at the flying school, we reported back at Malaysia Airlines as Licensed Cadet Pilots. We went through classes to prepare for our entry into the Airline world. At the next stage, cadets would have had a glimpse into hell!!! Eventually, will come through it...ALIVE!! Ha! Ha! I’m talking about the simulator sessions. We experienced the thrill and exhilaration of taking control while facing and handling all sorts of emergencies ever known to commercial flying.

Malaysia Airlines’ Boeing 737-400 Simulator

Line training was in store for us next. We fly the real aircraft, operating commercial flights while receiving further training from the instructor pilots. After all the vigorous and strenuous training and excelling through the stringent standards of Malaysia Airlines, the cadets are now deemed ready to be fully functional and competent, shouldering the trust and responsibilities given by the company to fly hundreds of lives across borders..

Being with MH has given me the opportunity to visit 53 cities in 29 different countries across 6 continents. Becoming a pilot, my perceptions and ideas about many things in life, be it professional or personal, has changed, definitely for the better but it has not changed my general self, nevertheless, it gave a new meaning and flavour to my life. I am grateful to God, family and all my superiors at MH for having been so supportive and encouraging throughout the entire process of my training up to date. I love my job, I enjoy every moment of it and not to mention, the ever changing view from my office’s window ;)

Finally, all the effort and patience paid off…

So guys, for those pursuing the same dream as me, I hope my episode will be of assistance in some or any way. Good luck and always remember; Where there is a WILL, there is a WAY, so never ever give up!!!

Hello everyone,

We posted our 1st video clip featuring our 1st customer who is also a Friend of MH, Ybhg Dato' Mohd Noor Amin. He shared his views about our airline what he thinks MH = Malaysian Hospitality is to him.

This week, our 2nd Friend of MH is Mr. Vijayaratnam, Vice President of HSBC Global Resourcing Group, UK Limited. During his interview with us, he shared interesting stories about his flight experience with Malaysia Airlines. He also shares interesting suggestion and feedback on how we should improve our services.

Find out about what he has to say about MH = Malaysian Hospitality and his story.

Next week, we will feature a video of an interview with another of our Friend of MH. Stay tuned to find out his views on what he thinks of Malaysia Airlines Cabin Crew.

Click this video clip.

Hi everyone!

During our Friends of MH get-together held in April this year, we interviewed our customers on what they think Malaysian Hospitality is to them.

We also asked them a few questions related to Malaysia Airlines. In this video clip, Ybhg Dato’ Mohd Noor Amin, Chairman of Impact shares his views with us about our airline. Click the video to watch:

By: Shashank Nigam (Guest Blogger)

This article by Shashank Nigam extracted from http://simpliflying.com/2010/brand-essence-of-malaysia-airlines-experiencing-malaysian-hospitality/

Over the past couple of months, I’ve spent a lot of time in Singapore and Kuala Lumpur, and that resulted in an overdose of branding messages from regional airlines like Singapore Airlines, Malaysia Airlines, AirAsia and Tiger Airways.

I was intrigued in particular by Malaysia Airlines’ “Malaysian Hospitality” campaign – which is a play on the MH code of the airline. Soon enough, I got to experience the “world’s best in-flight service” myself, on Business Class from Kuala Lumpur to Los Angeles (see photos at the bottom of this article). And here’s what I feel is the essence of Malaysian Hospitality – it’s the “human-ness” of flying. Let me explain what I mean.

Malaysian Hospitality – a story of genuine care

It may sound strange, but a lot of airlines that have good service often lack “humanity” in their service. Sometimes, it even becomes robotic – I’m sure you’ve seen robotic smiles plastered on flight attendants. Malaysia Airlines’ service, in contrast, was genuine and very human – one that makes you feel good as a person. Let me share a story.

I opted to have my meal soon after take-off, while the gentleman next to me chose to have it later. I first received some traditional satay (a Malaysian specialty), and then more aromatic dishes. This obviously tempted the person seated next to me and he kept stealing glances at my food. Without him asking for anything, the leading stewardess asked him if he’d like some starters or dessert – he opted for the latter and happily munched on the tiramisu.

Not only was the service genuine, it was pro-active. I’m not saying no other airlines provide such service, just that it’s a rare feat. Moreover, we were all greeted by names, and complete eye-contact was made before we were spoken to – all the basics of providing a personal service.

The omnipresent Malaysian essence – on-board, and in the lounge

Not only was the food very Malaysian – like the satay and the teh tarik (pulled-tea), the products and service were too. The crew pointed not with their fingers, but with their thumb above their fist- a very Malaysian gesture. In the Business Class lounge, there were a variety of local foods available, and local massages too. So even if you’re in-transit, and not getting out of the airport, you can experience glimpses of Malaysian life.

Moreover, I was impressed with the lounge because not only did it have a dedicated Business Center and phone booths for private calls, but also a golf putting area and a children’s playground. I’m not sure how many children frequent the playground, but the other services were certainly desirable.

Room for improvement?

For one, the Boeing 777-200ER aircraft that Malaysia Airlines uses for this flight isn’t the newest. In fact, Singapore Airlines has retired all but two of this type from their fleet. Not only is this a competitive disadvantage, the wear and tear and the older business class product shows. In fact, the new flat-bed by AirAsia X may even prove to be a challenger, given the airline’s competitive fares.

I guess things will improve once the airline gets the new A380s over the next few years. The CEO recently mentioned that it will have a refurbished product, including a Premium Economy class.

Having said that, I think the excellent service and the genuine show of care more than makes up for the not-so-latest product. Overall, it was a pleasure experiencing Malaysian Hospitality, and I’d encourage you to give it a try.

By: John Low Kian Tee (Corporate Safety, Security, Health & Environment)

"I don't know if it's because I have been reading a lot about this to help in my new role, or that this issue is actually starting to gain a lot of exposure in the global news...”

I have been telling this to people a lot lately. That's because I have literally AND metaphorically moved on to greener pastures within Malaysia Airlines.

Even as a MAS employee, I was kind of aware that we have an Environment dept. It shouldn't come as a surprise, seeing as we do practice Corporate Social Responsibilities, practice the 3R's (Reuse, Recycle, Reduce) that this should and does come as a natural extension to that.

So how does an airline be environmentally conscious?

There are 2 parts to this, at this juncture: Compliance and internal activities.

A brief history: During the mid-1990's, the Kyoto Protocol set forth guidelines and timelines for participating countries to start limiting, and even reduce, the amount of greenhouse gases, specifically carbon dioxide (CO2) released into the atmosphere. 

Industries such as power generation, manufacturing, transport, etc, of these respective countries are being looked at and policies are being crafted on limiting the emissions from them. You may also have heard about the Copenhagen Summit this December? This summit is akin to a follow-up to Kyoto, if you like, where governments of participating countries will report on their progress in terms of policies and regulations and progress on compliance, and hopefully an agreed concerted effort to tackle this global issue...

Not surprising then, that aviation and airlines are also being looked at as one of the "polluters".

It should be noted that on the grand scale, aviation only contributes 2% to 3% of the emissions to the atmosphere. However, because of the exposure (the glamour and romance? :) that air travel gets, it too is being scrutinized and regulated insofar as limits/reductions on allowable emissions.

So, if you have been following the news, you will know that the EU region is the first to consider imposing an emissions trading scheme (ETS) on the aviation sector. The airline industry is predicting that in time, other regions will also start looking into having their own versions of ETS as well, to also include the aviation sector under its measurements and policing.

So, internal to MAS, we are also doing our part.

MAS is quite well prepared to comply with the EU ETS requirement, with the most part of this year spent on documenting the internal processes to track the workflow and consumption of fuel for our flights to that region. The EU ETS will start requiring all airlines to monitor and report on the fuel burned for the whole of 2010 for flying into, out of, and within EU. I am happy to share that we are on track in terms of complying with their deadlines. However, we will still have to see how the authorities will allocate and/or charge airlines for these emissions once that year-long data has been collected and compared with the other airlines coming under this rule.

I may be new to this role, but already I can see that, as an airline - and especially in these trying times, airlines by nature are already striving for excellence in efficiency. Most notable of these is on fuel consumption and conservation. Fuel being the biggest portion of an airline's overall cost, all airlines are always looking out for improved engine efficiencies, technologies, improved management of fuel and flying patterns and styles.

Other than fuel the Environment dept is also tasked to look into managing and improving the 3R's. Power consumption (switching off lights), proper working water taps (ever noticed people leaving taps running?) recycling paper (print on both sides, 2-pages per A4 sheet) are just examples of these practices that we try to educate and measure.

More info and updates will come from the Environment dept, but for the moment, please have a look at http://www.malaysiaairlines.com/campaigns/ for an idea of what we have been doing.

Remember, think green!

By: Sunny Ooi Teong Choon (KLIA - Baggage Services)

At Baggage Services, my work place is at the Conveyor/Departure area. As a Baggage Services Assistant in Airport Operations, there are few things that one must remember:

• Safety on when and where I am working and the baggage that I am handling or in charge of.
• The departure time of all flights that is being handled has to be looked at, with no compromise.
• On ‘on time departures‘

Other ‘must look at things’ that needs to be considered are:

• The number of flights at your assigned area, and to differentiate between narrow and wide body. Why this needs to be done is because of the ULD (unit load devices, containers) that is needed?
• As for wide body aircraft (Airbus, B777, B747). The number of containers needed for a certain flight.

The above few items will now determine your manpower requirement and if not sufficient, then MH services partners have to be adviced on the manpower increase. The departure time of  flights assigned to you have to be closely monitored as three flights or more, may have departure times of only 5 or 10 minutes between each other.

You  have to tune yourself to remember that the Ramp/Apron drivers will be starting to collect the Containers for their specific flights minus 45mins to STD   (STANDARD TIME OF DEPARTURE). Correct number of containers, correctly labeled, with the correct load are given or handed over to the correct driver doing the correct flight is a MUST. A wrong container to a wrong aircraft/flight would have spelled ‘Disaster.’

Pre-planning, continuous check during the whole process of receiving and loading baggage is to ensure ways that all daily processes are being carried out correctly. Satisfaction comes at the end of each shift when you know that there is no mishandling during "Your Watch."

At Baggage Services - MLO/Mishandled Load, Baggage Services Assistants are assigned to 5 different areas with different tasks which is all challenging. To begin the day when you are assigned at International Arrival that is from Reclaim A till Reclaim J. It means that you will face with all international arriving passengers and thus with international issues. The remaining Reclaims K, L and M though it receives regional and domestic flights, it does not mean that it will be a ‘fun’ day, it will be as challenging as the International Arrival.

Preparing the day will be a look through of the arrival for the entire roster hours so that you are prepared for any eventualities. Must have knowledge of the total airport structure, departure, arrivals, transportation, taxis, ERL (express rail link). To KL Sentral, L.C.C.T, buses and others is a must as we are viewed as "Ambassadors of the Airport." The Baggage Services staff at the Reclaims are the most talked to personals of the airport. Even when baggage trolleys which are provided by the airport authorities are not available, we will be looked for or scorned upon.

As the arrival of all baggage depends on the functionality of all the supporting sections/departments, we at MLO are always at the receiving end. The standard time that the baggage must and need to be delivered to the passenger is to be followed at all costs and passengers have to be explained to when needed. Its never smooth sailing here but the patience that we practice and show to the passengers have always won the day.

The most rewarding thing of the day which will always surplus the norm is when our guest is so grateful and thankful for the efforts that you took to ensure their baggages are reunited with them.             

Baggage Services Assistant working at MLO does his/her job with pride knowing that at the end of each working day they have helped more than a few MH guests through their hassle free journey with Malaysia Airlines.

By: Jothiganesh Subramaniam (Flight Operations)

By: Jonathan Rabindranath Rowland (Inflight Services – Cabin Crew Line Operations)

It is not common for the Director of Operations to request stepping in for the pre-flight briefing. Silence crept in as he greeted us with a tinge of suspense and a half-smile.  A fleeting thought of "kena taruh lagi" glanced thru the Crew's minds as he captured our attention.

The truth is, when we are amidst our creme-de-la-creme (Senior Management), we are more likely to receive a condensed lesson on cost-cutting than a one-liner on how very well we've been doing our job... This has been a perception, over the years.

To our amazement, it was a total opposite, on what took place on a busy morning at the hotel lobby on 2nd April 2009, when the Crew had gathered, for flight MH 17 (AMS/KUL).

Dato' Tajuden pierced the awkwardness and broke all norms when he uttered, "...I'm so honored and proud of ALL of you Cabin Crew...”  Contorted looks from the crew yanked out the remaining gist of his thoughts. The Director of Operations himself was praising us to the hilt, when he said he was bestowed with the magnanimous task of receiving the BEST CABIN STAFF AWARD at a gala presentation and taking it back on our flight.

His affable nature became apparent and his beaming smile spoke volumes on how pleased he was to have received the award and to know that the Cabin Crew had delivered again, for the 6th time. From that moment on, our minds conjured to soak in the enormous delight and repeated praises the good Dato' had to thrill us with.

Dato' popped out the trophy and plaque from his bag with candid precision, whilst emphasizing what a wonderful job the Cabin Crew had done for the Company.  He graciously handed the gleaming prize to the Crew to see, feel, and engage with.  This was a breeze for the Crew as this is what we do with our valued passengers, everyday.

In an unplanned manner, Dato' weaved his way into the hearts and minds of every Crew there, when he reached out to the Crew, shaking their hands and thanking them, knowing that this group of highly-charged individuals were representing the entire Department in the roll of honor.

I cannot recall a moment when the news of our winning was more significant than this one.

Our crews know their responsibilities and endeavor to raise their commitment level because they love the job, the valued guests and they love the Company. They fully understand the struggling aviation industry and strive to maintain high-service standards that are made up of little impacts of positive encounters with each and every passengers and rising to the occasion at every opportunity.

In-flight, Dato' drafted a special text, allowing me to lie the final "icing on the cake".  After the take-off, I incorporated the special message into the announcement. Some facts were revealed, like the 15-million-plus passengers surveyed by Skytrax globally, and that the award was due to the confidence and grace of all passengers in voting us to be “The Airline with the Best Cabin Staff in the World,” for the 6th time."

Spontaneously and unanimously, this drew in a thunderous applause from our valued guests. Some kept on clapping while others whistled with their thumps up. Many wanted to see the trophy. Despite the euphoria, the crew carried out their tasks in its entirety, as this prestige of repeated wins can only mean one thing...to work efficiently and deliver the goods as defined in Customer Value Proposition (CVP) and to maintain safety standards.

The recessionary effects of this award will long be a huge legacy for the Company and its quest for branding. May the necessary and tangible recognition and rewards deemed befitting, be rolled out for each and every gallant Crew Member who brought in this glory for the Company, the Country and the steadfastness of the aviation industry.

By: Charles Cabrini Armstrong (Inflight Services - Cabin Crew Line Operations)

We won "Best Cabin Staff 2009" by Skytrax International for the 6th time

Dear family and friends,
 
It’s been a very difficult year for all airlines around the world and especially for Malaysia Airlines as we have our main rival on the south (Singapore Airlines). However, I'm so glad and proud (and emotional) that we managed to regain this award again ‘cos trust me a lot of hard work had been put in by my colleagues and myself. It’s a team effort that has brought us this success. There were times when I just nearly gave up due to stress, passengers bad remarks, our own products that were not up to standards, the ups and downs but I truly realized that there is something that Malaysia Airlines has that others don't... our simplicity and our parents’  teachings that we have extended and made it out very own Malaysia Airlines' Warm Hospitality right from our hearts...

It has nothing to do with good seats, good food, good in-flight entertainment (although I know it’s an element) but what I truly know is to be genuine, honest, frank and sincere to our customers on board. They have seen the real us and they have spoken via the surveys...

It’s being sincere to what we do and believing in it, that we were able to win the award again for the 6th time since 2001. I thank all of you for being there as my guide, my support when times were really stressful and demanding...

I also pray that all Malaysians will be honored with this Award given to us, as I for one am sharing it with all of you.

Together We Made It – I Thank God and Praise God...

6 Responses to “Together We Made It – I Thank God and Praise God…”
 

• Rajat Khawas says:

Hi Friends,
Congrats !
I first had the MH expeience in June 2008 during my visit to KLM and from there to Singapore and back. Initially i had an expectation that it will be an international experience ( two separte countries and will have good foos and drinks!!) But i found that its a short trip ( likeour intercity travel in India ( delhi-Mumbai ). What was really appreciating was the complete expeience i had .It was relly good and soon i got over my ( food and drink!!) perceived expectation.

All the best and you deserve it.
BTW: How long is the training for inflight crews ? do you have online training options?

regards
Rajat k

April 6th, 2009 at 10:38 am

• Van says:

GRATZ ” MH ” for the “Best Cabin Staff 2009? by Skytrax International !!! i real hope that i can join as a cabin crew soon XD ….

April 6th, 2009 at 3:14 pm

• Aaron Bradley says:

You guys totally deserve it.
My very first time traveling by plane was the most memorable one. The cabin crew treated me like a friend rather than a passenger.
I wonder, if that was economic class, imagine how first class would be.

I can foresee you guys gonna get the best cabin crew for longer years to come.

God Bless Malaysian Cabin Crews
“The Angels Of The Skies”

April 7th, 2009 at 1:58 pm

• azman says:

Guys,
Never under estimated our own talent. Even with all sorts of weakness ( sorry !! ) but you guys managed to secure this place.

Passengers don’t talk about how good the plane and food but the person who taking care of them when they fly with you.

SYABAS Guys,

You really make MH is truly Malaysian Hospitality

April 8th, 2009 at 3:19 am

• Khairul Sufi says:

As I was doing the usual surfing on the Skytrax website, my eyes suddenly caught hold of the \”world Airlines Award 2008\” results that was announced in Germany on the 1st April 2009. Quickly, I clicked on the link and hastily searched for the one category I\’m most interested in … The World\’s Best Cabin Staff. My heart skipped a beat when the result page successfully loaded and I immediately looked for the category I was most interested in. I clicked on the result page and out came the results … in anticipation, I read with much surprise … World\’s Best Cabin Staff 2008 - Asiana Airlines.

Huh … I said to myself … my national airline came second place. But then again, it was Malaysia Airlines that consecutively won this award over and over again. Well, I guess 2008 wasn\’t that bad at all as my national airline got 2nd place. Thumbs up MAS crew. I\’ve never stopped voting MAS crew as the best cabin crew everytime I fill out the Skytrax questionnaire. MAS will always be my personal favorite crew. Their warmth and charm always makes me feel at home.

I remembered when I used to be employed in Europe and fly Malaysia Airlines to visit my parents back home, upon stepping on board, the Malaysian warmth and charm, immediately filled the air. I felt like I was finally heading home.

Or the time I travelled during the fasting month, the crew would come and tell that the Imsak time was 2 hours after leaving London and serve us meals ahead of other passengers on board.

The best experience was the time I had to head back to Europe and the crew saw me looking sad upon boarding. Asked why and told I had to head back to Europe for work. They identified me and made me forget I was heading back for work as they came around chatting and spent time with me. Upon disembarkation, even the IFS bid me adieu and told me that I\’ll be back home in no time!

Thanks MAS for the great memories and thanks MAS staff for the warmth yo have given us passengers. I pray that 2009 will be a winning year (champion!!) for MAS staff and keep my fingers crossed that you\’ll be the World\’s Best Cabin Staff, once again.

Khairul Sufi

April 8th, 2009 at 4:40 am

• Hayati Dato' Ali says:

Dear Khairul,

Thank you for the kind words and taking the time to actually write to us. It is comforting and at the same time encouraging to read your email.

We are glad to have passengers like you who support and vote for us on surveys like Skytrax. To make your heart skip another beat, am pleased to update you that we have won this year’s Skytrax World’s Best Cabin Staff Award as well. This was announced in Hamburg, Germany on 01 April 2009. For more information, we have attached a link to the news report featured in the Star newspaper on 3 April 2009. To read the Star report, please click this link:-http://archives.thestar.com.my/last365days/default.aspx?query=World%27s+Best+Cabin+Staff

As one of our cabin crew bloggers Charles Cabrini (link to blog article: http://www.malaysiaairlinesblog.com/2009/04/together-we-made-it-%e2%80%93-i-thank-god-and-praise-god/)said, our crew’s sincerity and dedication is their hallmark.

We also could not have done this without our dedicated colleagues in the training department who have nurtured and trained our cabin crew. I will inform our friends in the cabin crew department about your message as this will inspire them to continue their work.

Thank you again for this inspiring email.

Do visit again for more insights from our staff and crew.

Best Regards,

Hayati Dato’ Ali
General Manager, Inflight Services
Malaysia Airlines

April 8th, 2009 at 5:20 am

By: Charles Cabrini Armstrong (Inflight Services - Cabin Crew Line Operations)

We won "Best Cabin Staff 2009" by Skytrax International for the 6th time

Dear family and friends,
 
It’s been a very difficult year for all airlines around the world and especially for Malaysia Airlines as we have our main rival on the south (Singapore Airlines). However, I'm so glad and proud (and emotional) that we managed to regain this award again ‘cos trust me a lot of hard work had been put in by my colleagues and myself. It’s a team effort that has brought us this success. There were times when I just nearly gave up due to stress, passengers bad remarks, our own products that were not up to standards, the ups and downs but I truly realized that there is something that Malaysia Airlines has that others don't... our simplicity and our parents’  teachings that we have extended and made it out very own Malaysia Airlines' Warm Hospitality right from our hearts...

It has nothing to do with good seats, good food, good in-flight entertainment (although I know it’s an element) but what I truly know is to be genuine, honest, frank and sincere to our customers on board. They have seen the real us and they have spoken via the surveys...

It’s being sincere to what we do and believing in it, that we were able to win the award again for the 6th time since 2001. I thank all of you for being there as my guide, my support when times were really stressful and demanding...

I also pray that all Malaysians will be honored with this Award given to us, as I for one am sharing it with all of you.

Together We Made It – I Thank God and Praise God...

6 Responses to “Together We Made It – I Thank God and Praise God…”
 

• Rajat Khawas says:

Hi Friends,
Congrats !
I first had the MH expeience in June 2008 during my visit to KLM and from there to Singapore and back. Initially i had an expectation that it will be an international experience ( two separte countries and will have good foos and drinks!!) But i found that its a short trip ( likeour intercity travel in India ( delhi-Mumbai ). What was really appreciating was the complete expeience i had .It was relly good and soon i got over my ( food and drink!!) perceived expectation.

All the best and you deserve it.
BTW: How long is the training for inflight crews ? do you have online training options?

regards
Rajat k

April 6th, 2009 at 10:38 am

• Van says:

GRATZ ” MH ” for the “Best Cabin Staff 2009? by Skytrax International !!! i real hope that i can join as a cabin crew soon XD ….

April 6th, 2009 at 3:14 pm

• Aaron Bradley says:

You guys totally deserve it.
My very first time traveling by plane was the most memorable one. The cabin crew treated me like a friend rather than a passenger.
I wonder, if that was economic class, imagine how first class would be.

I can foresee you guys gonna get the best cabin crew for longer years to come.

God Bless Malaysian Cabin Crews
“The Angels Of The Skies”

April 7th, 2009 at 1:58 pm

• azman says:

Guys,
Never under estimated our own talent. Even with all sorts of weakness ( sorry !! ) but you guys managed to secure this place.

Passengers don’t talk about how good the plane and food but the person who taking care of them when they fly with you.

SYABAS Guys,

You really make MH is truly Malaysian Hospitality

April 8th, 2009 at 3:19 am

• Khairul Sufi says:

As I was doing the usual surfing on the Skytrax website, my eyes suddenly caught hold of the \”world Airlines Award 2008\” results that was announced in Germany on the 1st April 2009. Quickly, I clicked on the link and hastily searched for the one category I\’m most interested in … The World\’s Best Cabin Staff. My heart skipped a beat when the result page successfully loaded and I immediately looked for the category I was most interested in. I clicked on the result page and out came the results … in anticipation, I read with much surprise … World\’s Best Cabin Staff 2008 - Asiana Airlines.

Huh … I said to myself … my national airline came second place. But then again, it was Malaysia Airlines that consecutively won this award over and over again. Well, I guess 2008 wasn\’t that bad at all as my national airline got 2nd place. Thumbs up MAS crew. I\’ve never stopped voting MAS crew as the best cabin crew everytime I fill out the Skytrax questionnaire. MAS will always be my personal favorite crew. Their warmth and charm always makes me feel at home.

I remembered when I used to be employed in Europe and fly Malaysia Airlines to visit my parents back home, upon stepping on board, the Malaysian warmth and charm, immediately filled the air. I felt like I was finally heading home.

Or the time I travelled during the fasting month, the crew would come and tell that the Imsak time was 2 hours after leaving London and serve us meals ahead of other passengers on board.

The best experience was the time I had to head back to Europe and the crew saw me looking sad upon boarding. Asked why and told I had to head back to Europe for work. They identified me and made me forget I was heading back for work as they came around chatting and spent time with me. Upon disembarkation, even the IFS bid me adieu and told me that I\’ll be back home in no time!

Thanks MAS for the great memories and thanks MAS staff for the warmth yo have given us passengers. I pray that 2009 will be a winning year (champion!!) for MAS staff and keep my fingers crossed that you\’ll be the World\’s Best Cabin Staff, once again.

Khairul Sufi

April 8th, 2009 at 4:40 am

• Hayati Dato' Ali says:

Dear Khairul,

Thank you for the kind words and taking the time to actually write to us. It is comforting and at the same time encouraging to read your email.

We are glad to have passengers like you who support and vote for us on surveys like Skytrax. To make your heart skip another beat, am pleased to update you that we have won this year’s Skytrax World’s Best Cabin Staff Award as well. This was announced in Hamburg, Germany on 01 April 2009. For more information, we have attached a link to the news report featured in the Star newspaper on 3 April 2009. To read the Star report, please click this link:-http://archives.thestar.com.my/last365days/default.aspx?query=World%27s+Best+Cabin+Staff

As one of our cabin crew bloggers Charles Cabrini (link to blog article: http://www.malaysiaairlinesblog.com/2009/04/together-we-made-it-%e2%80%93-i-thank-god-and-praise-god/)said, our crew’s sincerity and dedication is their hallmark.

We also could not have done this without our dedicated colleagues in the training department who have nurtured and trained our cabin crew. I will inform our friends in the cabin crew department about your message as this will inspire them to continue their work.

Thank you again for this inspiring email.

Do visit again for more insights from our staff and crew.

Best Regards,

Hayati Dato’ Ali
General Manager, Inflight Services
Malaysia Airlines

April 8th, 2009 at 5:20 am

By: Mohd Roslan Ismail (Senior General Manager, Engineering & Maintenance)

Qantas had sent one of their B737-400 aircraft to our facility in SZB, for a HMV Check in May 2008. Qantas had positioned not less than 12 of their personnel here, to oversee all activities carried out on their aircraft. The function of these personnel is to survey and audit MAS activities, throughout the check and report those items they feel needs improvement. Glad to advise that all the pickups, recorded by these personnel had been rectified, to the satisfaction of the Qantas team, before aircraft delivery to Australia. We must add that the Qantas team had been very helpful to MAS personnel, with regards to meeting the Qantas maintenance standards.

For those 'string of faults' that were reported in the media, MAS E&M had investigated each and every one of the items listed and found them unsubstantiated, as these were the parts that were checked and found to be free from defect, during the maintenance check and test flight, with the concurrence from the Qantas team.

Pertaining to flight attendant receiving static/mild electric shock was also thoroughly investigated and we had found the root cause of the issue. Although we are not able to ascertain whether the defect originated from MAS, we had nevertheless taken the necessary precautionary and proactive action, to ensure it will not happen to MAS and MAS customer's aircraft. We hope the above clarifies and we wish to assure you of our fullest commitment to aviation safety.

Whislt the B747-400 aircraft was undergoing heavy maintenance at Qantas, a long crack was detected at a butt joint splice plate. It was discovered that the crack originated from a deep groove mark that appeared to be the result of a grinding operation. However, MAS did not carry out the grinding operation on that plane. Rather a sealant removal operation was carried out which never included execution on grinding.

By: Mohd Roslan Ismail (Engineering and Maintenance)

The recent incident on Qantas B747-400 aircraft, where it has resulted in "explosive decompression", is rather unfortunate. Luckily, the pilot managed to land the aircraft safely without any casualty, it could have been worse. I would like to congratulate the pilot for a job well done.

However, what saddened me is the ignorance of another fellow senior pilot who didn't even know where the aircraft is maintained. He had accused MAS Engineering of maintaining the B747 aircraft whereas in actual fact the aircraft was maintained in Australia.

My advice for this senior pilot is to check the aircraft technical records and also to read the published safety reports by the FAA, EASA, etc, of the worldwide incidences before alleging that other MROs produce substandard quality work.

MAS Engineering & Maintenance division has been in existence for the last 36 years. We grew from a small outfit, from just maintaining the F27 and B737 aircraft to be the top three MRO in Asia. Now, we have the capability to maintain almost all aircraft type that are flying, which include B747-400/-300/-200, B777, A330, A320, B737NG and Classic, F50, etc. Our maintenance facility in Kuala Lumpur is of the state of the art with more that 20 maintenance bays for widebody and narrowbody aircraft. To date, we have done nearly 500 heavy maintenance checks on all aircraft types.

To add to this track record, we have been approved by 25 National Aviation Authorities (NAA) worldwide which include FAA, EASA, MDCA, CASA, CAAC, etc. We are being audited by these NAA every year and passed with flying colours. Today, apart from maintaining MAS' fleet of aircraft, we also provide maintenance services to other airlines such as Lufthansa, Saudi Arabian Airlines, Qantas, Jet Airways, Austrian Airlines, etc, etc. To date, we have nearly 80 customers and this speaks volume of our success. It is because of this success and reputation that our partners such as Qantas Airways, Alenia Aeronavali of Italy, etc, have chosen to collaborate and team up with us to venture into the aerospace industry.

2 Responses to “The facts speak for itself”
 

• SriMathe says:

Keep working, great job!

February 10th, 2009 at 2:30 pm

• SriMathe says:

I keep listening to the news speak about getting free online grant applications so I have been looking around for the best site to get one.

February 12th, 2009 at 7:37 pm

By: Joshua Law (Management)

Some of you by know heard about the recent Qantas B747 aircraft enroute to Australia that had a huge hole and was forced to land in Manila. Thank God I wasn't in that aircraft but I can imagine how the passengers must have felt. It's like, for a split second, your life just flashing past you!! BTW, kudos to the pilots for safely navigating the plane to safety. Really glad to hear that all are safe and unharmed.

But what troubled me more was that there were news reports quoting a senior pilot saying that the cause was the result of poor maintenance work in Malaysia . Presumably he was referring to the maintenance venture MAS and Qantas had recently sealed. As my workplace is just a stone's throw away from our hangars, never have I come across a Qantas B747. The only Qantas aircraft I've seen is the much smaller B737 which we recently maintained and delivered safely a couple of weeks back. BTW, we've been maintaining B737s even before I was born!

I don't know where that pilot got his facts from but his information is just plain wrong. In a football game, I would have shown him a red card! I would advise him that next time he get his facts right. I work closely with the Engineering folks and I can tell you that we in MAS never compromise on safety and quality. What this pilot has effectively done is to tarnish the reputation of MAS Engineering and the thousands that work tirelessly in trying to build the business from scratch.

Behind the misrepresentation and misinformation, I believe there is an underlying issue. There are many naysayers that believe that work in Malaysia is just second rate and can't compete with our fellow engineers in developed countries like the UK, Europe and Australia. Yeah, I guess we got into the game a bit later, but that doesn't mean we aren't just good as them! Everyday, those guys in MAS Engineering go that extra mile to prove ourselves and show our customers that we are a world-class business.

By: CK Liew (Commercial)

Every Monday, my mind starts making plans for the day’s activities. There are all kind of images that flash in my mind, like a slide show that goes from one picture to another. Quite amazing what Mondays can do to your own physical being.  I see images of Beirut at war and the airport is closed. Our flights are stopping at Dubai and we need a longer term contingency plan. Auckland services requires a relook at the current timings. Emails from the station over the weekends have to be responded to. An Indian movie company wants to use our aircraft for a filming session – need to get the cost exposure. Air Asia wants to fly to Stansted and will lease a Airbus A340. Oasis in Hong Kong has not found a financial backer and I guess they will stay closed. Often have concern for the bread winners there. Wonder who will maintain the A340 for Air Asia. Different engines from the A330 which Tony has signed up for a few of them. Tomorrow we have a visit from the Shenzhen Airport authorities. Need to get them a map to our kampong in Subang. Must get a mandarin speaking person in. Must remember to arrange for that conference call with the States this Wednesday ……..

                        
I always find Mondays challenging. It is almost like the scene in the animated movie CARs. Here was McQueen trying to psych himself up for the final big race. Trying hard to focus on winning; reminding himself that he is the fastest; he is the winner. Yet each time as he focuses on the task at hand, his mind would slip into memories of the leisured cruise he took on Route 66. The fresh air, the panoramic view, the leaves, the rest.

It is now my second week in office after a week long break. Family and me took a local vacation. The boys wanted to be on a long haul flight so that they can enjoy the entertainment system on board. But financial realities are real. Hard to do overseas vacation when the multiplier is 5 (ie mom, wife, boys plus me). So it was to be Taiping and Camerons.

                
The hotel in Taiping, Legend Inn, was fabulous. Managed to get adjoining rooms. At RM 93 per day per room, it was a great deal. Sadly they do not have discounts for people in the travel industry. The Zoo is a must do. The museum was a complete let down. I was told later that many of the exhibits were moved down to KL for some exhibition sometime back. Lake Gardens is lake gardens. One can spend a whole day there just lazing around soaking up the scenic and peaceful environment.

The Railway station was another great place to stop and to reminiscence. The building is basically unchanged. Great place for black and white photography.

This vacation was interesting. It is a joy to see the boys discovering photography. Both Ben and Tim took to the SLR (single lens reflex cameras) like ducks to water! In fact the challenge was getting time on the SLR! Together we got some great shots. Mom and wife just cruised along with us tolerating us as we spend time “chasing picture”! Food was great. Great vacation – and it did not burn a big hole in the pockets!! When I sit back and relax between juggling the work projects that I have to do, I always have these images of my two son’s photographs stored in the corner of my mind. The images of the best times I spent with the family are the best escapism one can have!