KUALA LUMPUR: The aviation industry has seen positive global responses from travellers eager to resume their travels since Malaysia reopened its borders on 1 April 2022.
The industry players have welcomed this positive progress as a critical step in the recovery of the sector after having weathered the impacts caused by the pandemic on its operations, financial standing, and livelihood of its workforce.
The increasing demand for global travel is also reflected positively in the national carrier, Malaysia Airlines, having recorded a healthy growth of more than 100 per cent in ticket sales and an 80 per cent load factor on most flights since the announcement.
However, the positive sentiments and the surge in travel are not without challenges, including impacts on customer waiting time for its contact centre.
With high attrition rates and an increase in passenger volume, the airline is susceptible to difficulties in resolving the surge in customer inquiries - a problem that airlines worldwide confront.
As an airline involved in an ever-evolving, dynamic 24-hour operation, its workforce continues to work proactively to ensure minimal inconvenience is caused to customers, even during the pandemic, which it prioritises today.
Malaysia Airlines Bhd group chief executive officer Captain Izham Ismail said its customers remain the centre of gravity, hence why the airline is taking active measures to minimise any inconvenience they experience and will continue to improve its service delivery during this crucial time.
"Malaysia Airlines will work closely with our global customer contact centre service provider who has indicated their collective commitment and responsibility to address and improve the critical functions impacting Malaysia Airlines' overall customer experience," he said in a statement today.
The airline has been proactive and taken the necessary measures to ensure its service delivery is satisfactory to cater to travel demands.
The airline has ramped up its contact centre customer service headcount, more than doubling its agents since February 2022, and is continuously doing its best to strengthen its headcount to attend to the increasing number of calls received.
Despite this significant increase, Malaysia Airlines has recorded continuous improvements in managing customer queries, reducing the average waiting time to below 20 minutes to address the questions received via its contact centre.
As part of its commitment to ensuring customer queries are addressed timely and efficiently, the airline will also be waiving offline booking fees for customers who experience a waiting time of more than 10 minutes, effective immediately.
As the national carrier, Malaysia Airlines continues to take active measures to ensure it can meet the growing consumer demands, offer attractive fares, and reinstate and introduce new exciting routes while ensuring its service quality is uncompromised.
The airline reiterates its commitment to ensuring optimal customer service delivery within its operations to serve better its customers underpinned by Malaysian Hospitality.