Update: 5/8/2024 1pm
The Latest Update on the MH789 Incident
The situation with MH789 has taken multiple turns for the worse.
Originally scheduled to depart at 14:25 on 4 August 2024, the flight faced multiple delays and eventual cancellation. Here’s a detailed account from a passenger who experienced the chaos firsthand:
Upon arriving at the gate at 13:40, there was no sign of the aircraft, and the delay was announced with a new estimated departure of 15:30.
By 15:15, with the aircraft still connected to ground services, another delay was announced to 16:15.
At 16:15, the departure was again pushed to 17:30, and around this time, the crew left the aircraft. The captain indicated that the plane would not fly, directing passengers to ground staff for more information.
With no MAS staff in sight and passengers moved to another boarding gate, the flight was eventually canceled around 19:30 with no immediate plan provided.
Passports were collected in exchange for a card, and passengers were escorted out by immigration and police, facing a disorganized process to retrieve their luggage and reach the hotel.
The ordeal continued with inadequate communication, meal vouchers worth only 300 baht, and a late check-in at the hotel at around midnight. The new flight was initially set for 13:00 the next day but was later rescheduled to 18:00, and finally to 20:15.
Throughout this ordeal, there was no visible presence or assistance from MAS crew. Passengers were left feeling abandoned and humiliated, with some able to secure earlier flights while others remained stranded without clear explanations.
Original Article:
In recent weeks, Malaysia Airlines (MAS) has been under intense scrutiny due to a series of technical issues leading to flight cancellations and delays.
This has left many passengers stranded, missing connecting flights, and dealing with a significant disruption in their travel plans. The outcry from frustrated travelers is palpable across social media platforms and travel forums, with numerous complaints highlighting the chaotic state of affairs.
Passengers' Plight: A Chaotic Experience
Take, for example, the situation shared on Facebook, where flight MH789 from Bangkok to Kuala Lumpur was canceled, leaving passengers in disarray. A photo was posted on Facebook capturing a scene of confusion and frustration, as passengers swarm the ground crew, desperate for solutions.
This incident, where passengers were left scrambling to find hotel accommodations, exemplifies the poor handling of such disruptions by MAS. As I've said countless times, flight delays and technical issues are perfectly common in the world of aviation. What's not uncommon is the extreme lack of professional support and courtesy given to stranded passengers.
Another passenger voiced his dissatisfaction after his flight from Kuala Lumpur to Bangkok was rescheduled by five hours. The notification of the change came in the middle of the night, leaving him no choice but to cancel all his prior appointments. The lack of support from customer service, with no alternative flights available, further compounds the issue.
These are not isolated incidents. Another poster reported a delay of over five hours for his flight from Kuala Lumpur to Kuching, still with no confirmed departure time. Passengers have been left in the dark about their rights and options, exacerbating their frustration.
Likewise, another poster shared his experience of a 15-hour delay for a flight from Auckland to Kuala Lumpur, with a meal voucher that could only be used in the terminal after check-in—a solution that fell far short of addressing the inconvenience caused.
My Recent 5-hour Delay on Cathay Pacific
Just for comparisons' sake, my recent flight from London Heathrow to Hong Kong via Cathay Pacific was delayed by over 5 hours due to airspace closures and restrictions. By that time, it was certain that I would have missed my connecting flight to KL.
However, we were given updates on the situation every 15-30 minutes or so, with some of the Cathay Pacific staff ushering premium and frequent flyers back to the lounge instead. Now, that's what I call communication!
Expecting the worst-case scenario where I'd had to spend several hours in the terminal, the first thing I got when I arrived at Hong Kong International Airport was a huge placard with my name, followed by profound apologies and an immediate boarding pass with hotel accommodation.
That's it. No questions asked. The best part? I was actually asked if I wanted to be put on an earlier flight, or take the complimentary accommodation and fly to KL on the first morning flight. It has truly been some time since I've seen this level of exemplary service from an airline, and I'll tell you one thing for sure: I'm definitely flying Cathay Pacific again.
An Unacceptable Pattern of Failures
Moving back to the story at hand, the recurring theme in these stories is the unacceptable handling of technical issues and the subsequent impact on passengers.
It is not just the frequency of these disruptions that is concerning but the airline's apparent inability to manage them effectively. The perception among travelers is that MAS is becoming increasingly unreliable, and this sentiment is gaining traction.
As someone with inside knowledge of Malaysia Airlines, I can attest to the chaotic state of affairs within the company. Despite the airline's recovery from past financial troubles and the impact of the Covid-19 pandemic, it appears that MAS has become complacent, perhaps even overconfident. This overconfidence is manifesting in a disregard for the customer experience, which is now suffering significantly.
The Need for Accountability and Improvement
Incidents like these are unacceptable for any full-service airline. The failure to provide timely, effective solutions to passengers during disruptions reflects poorly on MAS's commitment to customer service. It is high time that Malaysia Airlines takes a hard look at its operations and addresses these issues head-on.
Passengers deserve better. They deserve an airline that values their time and understands the importance of reliable service. Malaysia Airlines needs to prioritize improving its technical reliability and customer support mechanisms to regain the trust of its passengers.
Final Thoughts
The mounting technical issues and the airline's inadequate response to them are tarnishing Malaysia Airlines' reputation.
As someone deeply familiar with the airline's internal workings, I can only emphasize the need for urgent reforms. MAS has had a decent period of recovery and growth, but it must not let complacency undermine these gains.
The airline must learn from its mistakes and strive to offer the dependable, high-quality service that passengers expect and deserve. Only then can Malaysia Airlines hope to restore its standing as a leading full-service carrier in the region.
Until then, I can't believe I'm saying this, but you're seriously better off flying Batik Air for now!
