By: Engu Chong Gin (Customer Relations)

Just one day before the launch, my colleagues were so excited that Ask MAS will be launched, so am I, of course! Though I was more anxious but happy at the same time. I don’t know why and one of my colleagues was teasing me that the “adopted baby” is born! She’s right in some ways, as my team has been working on this for almost a year already.

If you haven’t heard of, or yet browsed through Ask MAS in the Malaysia Airlines website, then you might want to explore this site now. Do you know what Ask MAS is, and what does Ask MAS offer? Well it’s exactly what it says, just ask MAS and you will find the answers to your travel needs and other related information.

Basically, it is an information resource portal that came into being way back in year 2008, it was called Ask MH then and we have now renamed it as Ask MAS. It has over 200 enquiries about MAS products, services and travel advisories.

When you are on Malaysia Airlines website, scroll down and you will find the Ask MAS link at the bottom of the webpage, or you may go straight to the Ask MAS site at http://askmas.malaysiaairlines.com. On the Ask MAS landing page, for your easy reference we have pre-defined the answers into 2 sections, i.e. Your Travel Information – information about Malaysia Airlines products and services; and Travel Advisories – information on travel requirements, guidelines, etc., and there is also one search box.

Under Your Travel Information, we have enlisted this information into 8 categories which goes by Customer’s Journey. Here’s the list with a brief description for each:

• About MAS – information on Malaysia Airlines offices, subsidiaries and code share partners.
• Booking with us – exclusively on reservations and refunds.
• Deals & Offers – all our current promotions.
• Before you fly – about checking in, baggage and special requests, delays.
• At the Airport – for passengers requiring special assistance and airport lounge details.
• Onboard Services – information on our inflight and cabin services.
• Upon Arrival – baggage services information.
• Loyalty Programme – information on our frequent flyer programme, Enrich.

The Travel Advisories are mainly on the latest and current information travel advisories and alerts that impact more than 90 destinations Malaysia Airlines flies to, changes in country and government requirements, and everything in between.

Each category will have a list of answers to most of your questions, such as, What is my baggage weight allowance? Can I change my travel date? Where can I find MAS contact numbers? When can I use Web Check-in? How do I to use Kiosk check-in? Alternatively you may use the search box and type in specific key words, and the search result might just give you with what you are looking for.

And if you can’t find the answer in our database or you require more details, you may provide us with your feedback and we shall check on your enquiries and revert to you soonest.

So, as an employee, have you ever been asked a question by one of your friends, relatives or passengers regarding Malaysia Airlines products and services, which you are not able to answer? Well with Ask MAS, you may now ask them to log-on, or better still, go on MH Pulse and immediately provide them the answer! Our team at MH Pulse has made the Ask MAS link available to you via our intranet portal, to accommodate those of you who may not have access to the internet facility while on duty.

Well, what are you waiting for? Explore Ask MAS at http://askmas.malaysiaairlines.com now… With more enquiries and feedback from you, we will be able to improve the site.