By: Ahmad Asmadi Razali & Sonja Adzlinda Iskandar (Airport Operations)

Events were organized by AO Juaras Committee from all sections as part of our business activities for year 2010 on 25th June 2010. The objective is to enhance grooming for the frontliners and to create awareness on healthy lifestyle within the Airport Operations community.

We had a very interesting session, a talk by our cabin crew on grooming issues which is useful for us as a guideline knowing their proven achievement. We also provided health screening, make-up & hair consultations, eyes test, healthy food supplements, slimming product, manicure & pedicure during the event. We also had very entertaining sessions with the fitness facilitator engaging us with both physical and mental activities.

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: Jovie Soong (Airport Operations)

MH staff assisting passenger at Self Service Kiosk

Queue here, queue there and queue everywhere. Queue, queue, queue, nobody likes to queue especially when it is a long one. What to do, as that is part of our daily routine life wherever we go. At least in Malaysia compared to other places we are lucky that our people do follow an orderly queue maybe except when it comes to a traffic jam queue.

Checking in for a flight using the conventional counters is no exceptional to these queues especially during the morning peak hours of 0700-0900. We have a total of 12 wide bodied and 22 narrow bodied flights for both International and Domestic leaving during this period.

Queue Marshal at Row C Bag Drop

We advise passengers to check in early to beat the queue and not at the last minute which we Malaysians are famous for. Besides queuing to check in at the counters, our Management has also improvised Fast Check like the Self Service Kiosk, Web Check In and the latest Mobile Check In to make check in more seamless and a hassle free experience. The latter two opinions give passengers the choice of check in without having to queue at the counters. They can just proceed to the Bag Drop Counters if they have any bags to check in or the Rework Counters to have their travel document endorsed if they are going on an International sector.

Effective 01st December 2009, under the leadership of Senior Manager Passenger Services, En Badrulhisham, we have dedicated the whole of Row C for this functions. It can be reckon as picking up your burgers or french fries at MacDonald’s Drive Thru.

Hope this will encourage passengers to be more cognizance on the advantages of using self service check in. This will indirectly reduce the queue length at the conventional check in counters. We also have queue marshals provided by a vendor just for this peak period along the counters and kiosks to assist and manage the queue for the benefit of the passengers. Along with them we also have Senior Officers at each row to do proactive tasks and trouble shoots if passenger takes a bit too long to check in at a particular counter. This is normally due to bargaining of the excess baggage charges. We also have Officer in charge of each flight where they have to do some pre-seating a day earlier for family and passengers travelling together so that they can be seated together when they check in. This will indirectly speed up the check in process and reduce the waiting time of others passenger in the queue.

Another way to reduce queue length is to increase the number of manned counters during these peak periods. But employing more full time staff just to cater for this is considered under productive and increase cost.  Through Project Delta, part-time staff were initiated.

A vendor will supply us trained part-timers just to do simple gate duties like tearing of boarding passes and boarding functions. With this additional staffs, gate will be able to second 20 of their staffs who can do check in duties to boost up counters resources during the peak period. En Badrulhisham were also in constant dialogue with our CVP teams to mobilize our own MH Juaras for assistance during festive season and school holidays when the need raises. Our Supervisors, a shift earlier will plan the number of staff needed including overtimes if required against the passenger loads to optimize resources. Together the Duty Managers, the Supervisors and Senior Officers did well to manage and control the queue even though at time it might get a bit long. As situational leaders, this was quickly solved by managing the resources or redirecting the queue to another Row. We have Row L for group, Row E & F for International, Row B for Domestic and Row D for front end passengers.

Self Service Kiosk at Row B

Christmas is just round the corner and there will be some movement of passengers but not as heavy as during Raya time. Whatever duty and work comes first as business still goes on. Our Welfare Chairman, En Badly always has something cooking underneath his sleeves and never short of ideas. In this festive mood, we will have a small “kenduri” before going for the grand countdown called 1MH2010 at our Staff Lounge in the Airport on 31st December evening. Staff can work and at the same time enjoy the countdown for New Year 2010. Our Welfare Club was awarded the best and most active club in Airport Operations Department for year 2008. Bravo to our Welfare team members for the good job done.

Finally, on behalf of all Airport Operations MH Counter staffs, we would like to take this opportunity to wish everyone Merry Christmas and Happy New Year.

By: Rosni Ta'ee (Malaysia Airlines, Miri)

MD arrives Miri via twin otter

Upon arrival, MD was greeted by MASwings, GM Operations, En. Wan Abdul Rahim and Senior Management staff  

On 11Oct 2009, our MD, Dato Tengku  Azmil Zaharuddin went down to Miri on his Turun Padang session.  He was accompanied by MASwings MD, En. Salleh Ahmad Tabrani and GM Human Resources, Tuan Hj. Mohamed Yusof.  On the arrival, they were met by GM Operation En. Wan Abd Rahim and MH/MW Senior Management staff.

MASwings 2nd Anniversary cake

Cake cutting

Townhall session

Brief presentation on MASwings

Q & A session

Sape Momento from Miri

In the evening, he had a dialogue with the staff to deliver the first hand information in regard to Airlines performance (Townhall cascade) to the staff themselves.  He embarked on BTP2 and MH as a World’s Five Star Value Carrier, steering on MH campaign: Serve Customer, Make Money & Save Money.

Mingling with staff session

Airport Operations staff

The beauties behind the scene

High table

Joget by Airport Operations

Million smiles of oneMH

MD having a taste of terap fruit

It was then followed by the dinner cum Raya gathering. As this was his first visit to Miri after being appointed as MD, he was impressed with the turnout and it really showed our spirit of OneMH.

Visit to Miri Airport Operations

Weighing scale for bodyweight Twin Otter Svcs.

“YM Tengku, it is a memorable day for all of us in MYY”

By: Ahmad Yusra Hj Yusof (Integrated Operations Centre)

Salam Ramadhan to all,

Hari Raya is here again!!!

By: Raphael Michael (Airport Operations)

Me, a long time ago

Me (top) and Romuald Michael (middle) and uncle Susai Anthony Muthu (bottom) 

I cannot recall the exact moment I came to know Malaysia Airlines but ever since I can remember Malaysia Airlines or MAS as it is fondly known even to this day at home is the household subject. Not a day will go by without a reference being made about MAS.

Both my uncles Daniel and Susai were working for MAS at that time and it was they who portrayed MAS in such a positive and vibrant way. I loved planes and knowing my uncles were associated with planes was very interesting. Uncle Susai was my role model and my siblings and I would be happily waiting for every school holiday for Uncle Susai to send us train tickets for the school holidays. We lived in Skudai and life was not very easy as my father was working as a security guard and with the high cost of living in Johor Bahru and 6 of us to feed. Things that most other teenagers would take for granted meant the world to my siblings and me. During the holidays, I’ll accompany Uncle Susai to the airport, he'll give me RM10 to have something at the KFC and wait till he finishes his shift. I wasn't bored even a bit as I loved planes. Looking at the check-in staff I would think to myself what a glamorous job this is. All these events in my life created in me a very strong bond with MAS day by day.

During the economy downturn in 1998, I did not want to burden Uncle Susai and Aunt Joanne any further to support my studies and I told Uncle Susai to let me know if there is a vacancy in MAS.  My brother Romuald had just finished his SPM and he too wanted to get a job. We sent in our resumes and it was not long before we were called for an interview. It happened that Romuald and me were both in the same interview room.  Both of us felt very excited but we were not in the least nervous as we were very comfortable being in an MAS environment. We managed to impress the interviewers with the information we knew about MAS affairs and both of us were appointed.

My first day was at the brand new Kuala Lumpur International Airport, Lost and Found Unit. My first assignment was to feed a pigeon and rush tag it to Surabaya.

Today after loyally serving MAS for the past 11 years, I feel the same excitement and enthusiasm that was in me when I first joined MAS. MAS have directly or indirectly through my uncle Susai's actions played a significant role in the person I am today. I truly appreciate the gift of MAS in my life.

In these challenging times in the airline industry, it is a time to give back. I will surely wade through these rough waters with my beloved Malaysia Airlines. Knowing with belief that we will come out soaring to even greater heights.

By: Anbarasu Sundram (MH Retiree)

My handphone was misplaced when I checked in for MH17/16 Jun at AMSAP.

I only discovered it at 11.45am that day, which was just 15mins to boarding.

I brought this matter to the attention of your staff Encik Ahmad Danial, who promptly called the the three shops that I visited after check-in.

He used the phone numbers on the receipts I had for purchase of gifts and sweets from those shops.

There was no positive outcome then, but Danial assured that he will try and trace the item for me.

He told me to also file a courtesy report on arrival in KLIA, which I did after relating the matter to Mr Sunny Ooi and his MLO staff.

MTBMH26770 dated 17 June 2009 refers. Sunny Ooi and his staff were also very reassuring, and promised to keep me updated.

It was indeed a relief when I got a call from the KLIA MLO office at around 10.30am/18 Jun that my handphone was received from AMS!

I collected the phone that evening and it was intact with no sign of any damage.

The initiative by Danial to trace and restore my handphone is highly commendable, more so in my case as that phone had over 500 numbers of my key contacts.

I shudder the thought of not just losing the physical phone, but the key local and foreign contacts that I have compiled for many years.

I take this opportunity to extend my sincere appreciation to Ahmad Danial and Mr Sunny Ooi and his staff at MLO KLIA for their timley help.

Their combined and concerted efforts was a true reflection of Malaysian Hospitality.

This is one initiative, that I have not hesitated to share with my family members and friends since then (18 Jun 2009) till today!

Please convey them my thanks for a job done well and speedily.

By: Shahrin Mohamad Nazir & Ahmad Faizal Ibrahim (Airport Operations)

Everyone knows that Grooming is important for our cabin crew.  But did you know that Grooming is mandatory for all front liners too?

Front liners listening attentively on the grooming requirements

As check-in staff, grooming for ladies and gentlemen is essential as it portrait the image and personality which I believe is crucially required in the airlines industry(s).

Grooming session in progress

We have a Grooming Manual for staff references and it is a part of company standard operations procedure. To achieve the objective, Passenger Services (AO) had set-up a Grooming Council Unit. To make the objective success, we had conducted our own in-house grooming course by AO-Training, Grooming Unit and by inviting professional groomers (in-house professional trainer) to train our own staff (as attachment above).

Wow! Check-In Agent also must take care of their weight..Exercise...

Here are questions we posed to our readers who are interested to join Malaysia Airlines as passenger services agent:

Do you like to meet new people everyday?

Would you like to improve your communication skill?

Would you like to be better groomed?

Do you like to wear a uniform and work with the world’s 5-star carrier?

If you answered YES to all the questions above then you will enjoy working in Passenger Services Check-In Counter.

Passenger Services Agents taught how to groom

As the Passenger Services Check-in Counter, our day-to-day responsibilities is to check-in the passengers that go on our flights. Our passengers will handover their baggage and documents such as tickets, passport, invitation letter, and visa for us to verify. Once all in order, we will ask the passenger on their seating preference and proceed to print the boarding pass and their baggage tags. It is mandatory for the agents to ask the three security questions before ending up the transaction.

Make sure the hair is neat and tidy

It is important for us to know that different flights have different requirements. In case of countries like the United States, passengers have to provide information like name, address and contact details of place they live and where they intend to stay in the Unites States before they are allowed to board on our aircraft. The check-in agents need to be abreast with the latest information because one slight mistake will cause passenger to be deported back to their origin and the airline will be fined. This will cause hassle and inconvenience to the passenger.

Voila! Grooming Test Passed!!!

Occasionally you will need to face passengers whose their service been interrupted due flight cancellation, flight overbooked and flight been delayed among other things. I personally feel that this kind of on job training will definitely improve your patience level and communication skills, thus help you to become a better person.

At the same time, you will also get a chance to learn on how to improve yourself visually. Grooming courses, briefings and manuals were prepared for you and if you are not up to the expectation, the grooming council will be there to assist and guide you.

Last, but not least, as check-in agents you will be exposed to the public and it’s necessary for you to show MH at all times. MH is very important and it’s about time we showed that ground staff also have abilities to win MH Star awards.

Our Check-In MH Stars

Do you want to be in that team?

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: Ismadi Mohd Yusuff (Customer Response) 

- Group Bravo - Me and the team (I am sitting 2nd from the left) -

Under the oneMH campaign, everyone in MAS is making sure that we look out for one another and assist when time in need. I always thought this is a good way to nudge one another so that we can work to improve the way we do things or to simplify processes or even to make sure that we review as well as improve our products and services. This all comes together so that we can make sure that we give the best to our customers.  

Last February, I’ve heard about an action called big sweep during the MAS annual gathering.  The idea is to assist the operational teams consist of Maintenance Operations/Aircraft Interior Maintenance, Engineering & Maintenance, Aircraft Interior Cleaning/Ground Support Services, Airport Operations in cabin cleaning and speck defect for immediate rectification.  Without any hesitation, I signed up to become a volunteer.

4th of March marked the day MH big sweep.  The session started from 7.30 pm to 01.30 am whereby all staffs involved were asked to do an audit checks on our aircrafts. Aircraft Schedule and Engineering Planning helped us to secure the aircrafts. About 80 volunteers offered to lend help to the operational teams.  MAS Security team made arrangements to issue special pass for the volunteers to access the aircrafts.

- GM Business Development, Visva Sabaratnam (far left) and SGM Airport Operations, Yusop Jaridi checking up the seats -