customers

27 Nov: These videos suggest there is a disconnect between what Malaysia Airlines says and what it does

In the mid 1980s, I was working in the Middle East and when it came to taking leave, we had 2 travel options. Head West for Europe or East for Asia. Whichever direction, the airline recommendations were always the same – try to fly on Singapore Airlines, Cathay Pacific or Malaysia Airlines. Why, because those … Continue reading

04 Jul: Does it make sense to rebrand Kuala Lumpur’s taxis?

Taxis are ubiquitous in Kuala Lumpur, just as they are in most cities in around the world. Unfortunately, years of poor public transport, viable alternatives, ineffective regulation and little or no oversight has created an industry that is a Frankenstein monster that has lost sight of it’s actual purpose. In other words, it has grown … Continue reading

10 Apr: Enrich is not a channel to sell as much as possible, it’s a channel for the brand to build relationships

So I’m checking in online for a flight on Malaysia Airlines and I noticed that my Enrich membership (that’s the MAS Frequent Flyer Programme (FFP)) has been downgraded from gold to silver. That in itself is hardly a surprise because I rarely fly with them anymore (the 3 – 4 business class business trips I … Continue reading