Is Malaysian Airlines really that expensive?

DISCLAIMER 

I came across this article today, Read this, and this quote jolted my memory of an experience i had a couple of years ago. "...begun to falter amid charges of poor service, inflexibility, hidden charges, deceptive pricing and anti-consumer practices designed to squeeze the maximum from passengers."



About 2 years ago, I had the opportunity to go for an overseas holiday to a popular regional destination. Actually, my wife bugged me so i indulged her.

Below were the 3 steps in planning for the holiday:

• Chose the destination.
• Itinerary - what we wanted to see, where to stay and how long.
• When this should be - based on the best available fare. 

We planned for 3 months with discussions almost every night. This is part of the process, for most people i guess, and it builds up the excitement. Some will book the flight first, then plan their holiday. To each, his own i guess.

   Now, 4 weeks before our planned date we finally decide to get the plane tickets. As a consumer i have the right to choose the cheapest and most worry-free option.
I open up both AirAsia.com, Malaysiaairlines.com and Singaporeair.com.  I keyed-in the details and then select the best possible flights based upon timing and price.
We (or rather I) had to remove Singapore Airlines as all flights had a stopover in Changi (women and a stopover with a shopping environment a big no,no...). In fact, SQ's pricing was competitive and only slightly more expensive (~+5%) than MH and you get to enjoy 4 flights for your holiday! So was left with MH & AK.
To balance it out, in terms of product offering, i had to choose the insurance, meals for the flights, baggage and seat allocation on AK.

So when the final total came up AK showed me MYR1800+ and MH showed MYR1400+.
Which would you choose?

   I had budgeted MYR2000 for flights so both was within that. But the fact that a low cost carrier charged more when all things being equal shows that it doesn't live up to its credo.
Choosing the MH flight was a lot easier (less thinking/clicking/reading involved) and when things are paid and done i don't have this feeling of "Did i forget to pay for something?" or "Was everything covered?".

   When we checked-in at the airport the counter staff gave me the little pleasures that i, as a paying customer, enjoy. A warm greeting and a natural smile. A little chit-chat on general stuff. "I heard the weather is good today!" and questions of concern "Is this the first time your child is flying?".
As we had an infant, seat allocation was automatically at a bulkhead (Boeing 737-400, seats 5D/E at no additional cost mind you), just in case we needed a bassinet for our son. We checked-in early so that helped.
After receiving our boarding passes, a warm "Here are your passes and have a pleasant flight!." was offered. I said "Thank you".
Do you know what i got in response? "Thank you for flying with Malaysia Airlines".

That my friends, is customer service. I don't mind paying a premium if this is what i get. (In this case it was a discount). Of course i did my part with my "Good Mornings","Thank yous" and "Pleases". I didn't demand to be treated like a king. I had no reason to. All I want is warm and genuine service. I don't want to feel like my presence is a bother to you.

   Flying out of main terminal is always a pleasure, a refreshing and relaxing environment. Not the bus terminal that is LCCT. Blame whoever you want. BUT we paid for a cheaper ticket and we got this wonderful experience. We are on holiday after all and this added to the excitement.
   At the boarding gate waiting room, we went through security and was warmly greeted by the MH staff. "Good Morning, sir. Your tickets please. Thank you." My flight was due to depart just after midday so at entering the waiting area it was still effectively morning.
Imagine having to do that 100's of times a day. She did it as if it was the first time that day!  My holiday was off to a good start.
   As we had an infant, we were given priority boarding. Something i didn't have to pay extra for. We proceeded to board the plane via the aerobridge which was incidentally, free. It had been made known publicly, that the cost of these aerobridges to the airline was somewhere between 20-50 sen per passenger depending upon how big the plane was. If somebody could clarify that for me.

   Upon boarding, we were escorted by a cabin crew from just near the entrance to our seats. Not very far but it was appreciated. She was always nearby just in case my wife and i needed an extra pair of hands. Just as we settled in, the rest of the passengers started to board. They gave us just enough time me thinks.
While watching the rest of the passengers board, a steward had actually gone and taken the extension seat belt that is used for infants, without being asked. Preemptive service, wonderful.
   The flight left on time and was uneventful. Was asked multiple times during the flight if any other assistance was required. The reason for such concern was only because we had an infant and those of you who've travelled with children will know how difficult it can get. Thankfully my son slept through much of the flight. In fact, he fell asleep once we were pushed back. Both times. Some passengers nearby was bewildered that my son was asleep. So i said "He was treated so well by the staff on the ground that he's showing his appreciation by sleeping on the flight". The truth is my son had been running around in the waiting area and once onboard he was knackered. With the aircon vent directed at his face while in the seat, knocked him right out.
   Feeling good after the flight allowed us to enjoy our holiday at our destination, all 5 nights! Why? After holidaying yourself silly you'd want a relaxing and worry free flight back home right? And MH did not disappoint us.
Because of the way we booked our tickets, the return flight had a bonus. An A330 that came with IFE (In-Flight Entertainment). Eventhough there was a change in flying equipment (a B777 was sent instead), the plane still had an IFE unit in every seat. My wife was so happy! MH made a change that some would consider it an upgrade. 

   The service we received was the same on our return journey and we came back fully refreshed and satisfied.

   Finally, to answer the actual question that this post posed. Is Malaysian Airlines really that expensive? From what i had experienced above the answer is "No!"
   To me the holiday starts from the moment we step out of the house to go to the airport and stop when we step back in. I'm one of those guys who really hate to be held back especially if it's not of my own doing. So it should be as worry free as possible.

   The little things that we experienced above were not charged. It was given as a courtesy, as part of the service. An all-inclusive deal. It's something that is truly and immensely appreciated! I wouldn't say its expensive. It's value-for-your-money!

   Some of you would say, "That is the reason Malaysian Airlines is losing money. Give so much and charge so little!". Not true. They are losing money from leakages in the company. Lop-sided agreements that are eating away at the revenue earned by the hard-working employees. It has been an open secret that so many insiders have known but have not publicly voiced-out until recently. Source (1) & (1a)   I have heard that the people who made these allegations can back these up with evidence. Let's hope those who have the powers to make the necessary changes, exercise those powers. Let's put Malaysian Airlines where it belongs... Among the best and profitable in the world.



السلام عليكم
Peace be unto you