Consumerist: Prime Minister Sir – It Is Time To Replace The Entire MAS Board If Its To Have A Future!

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Consumerist: Prime Minister Sir – It Is Time To Replace The Entire MAS Board If Its To Have A Future!

I am a friend. I have a huge following within MAS!

I am a frequent flyer too.

But what I am hearing and seeing is hurting and if things do not change for the better our once national pride now a pale shadow of old, will certainly be the joke of the airlines fraternity!

Prime Minister sir, it is time to move forward with a new vision and one with dedication and passion where personal interest and agenda is no more!

It is time to rebuilt this airlines from the tatters it is now!

Everything is wrong today.

Staff morale is at it slowest I know as I interface with flight crew and pilots all the time!

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They are a great crew but if not appreciated and given the right tools and due?

Service is pathetic!

The recent cutbacks internationally is a very badly thought response to decades of mismanagement and abuse at all level!

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I will not say anything about Enrich and its quality and service either as it is embarrassing indeed!

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Let it be known in history that it was during your tenure Prime Minister sir, that the fight back to regain our pride in airlines management took flight and found the right note of excellence and professionalism!

As Malaysia’s lead Consumer Advocate protecting public interest I cannot but bring this to your attention sir!

Let me first start Prime Minister sir, with my dear friend and classmate from yesteryear who is a professional and a frequent flyer!

His comments which convinced me to start this thread! His comments first that appeared in his facebook posting.

No editing done on my part, to the following comments that appeared in the public forum on airlines!

“I think I can say that I am one of the ‘frequent traveller’ when it comes to flying with internional airlines.
There are no more amenities pack for overnight flights.
No wet towels upon boarding for long haul flights.
The inflight meals are much to be desired.
Its not a surprise that with all these shortcomings, An A380 from London to Kuala Lumpur that can take about 500 people only had 60 odd people. This figure could not even fill a B737-800 series.
I think, instead of cutting on its GOLDEN SERVICE, They should be cutting the heads at the top who are earning salaries way above and beyond their contributions to this airline.
By the way, MH 002 on 10Feb had 4 IFS (Inflight Supervisor).
Is it necessary for a non VIP flight with 193 people to have 4 IFS?”

Syed Farieh Hassan

Case 1:

13 January 2016 Guest

I cannot emphasise enough how disappointed I am with Malaysia Airlines customer service. Last month, 64 hours before our flight we contacted Malaysia Airlines regarding a different matter to be told our upgrade had been accepted. Much to our horror when we asked we were notified that they had removed $1400 ($700 each) out of our account without our knowledge! There had obviously been a massive mistake as we were under the impression we had only bid $70 each and could never afford this. When we attempted to contact Malaysia Airlines in a panic we were given absolutely no help at all. We requested on numerous occasion to be downgraded and refunded as there had been an obvious mix up and we were now left with no spending money but our pleas were ignored. We were notified that we could only cancel our bid up to 72hrs before, but also that you do not get notified that your bid is successful until 48hrs what kind of system is this? Due to this we have now gone into debt as we had to borrow money to live off of. I was warned many times not to fly with Malaysia Airlines but thought I would give the airline the benefit of the doubt…..this was my mistake!! On top of all this when we got to Kuala Lumpur Airport for a 7hr stop over we were told by your staff that even though we were told in Sydney we’d be allowed access to the lounge that this was not the case as our upgrade was only for the first flight. Your staff then informed us that they would put us up in a hotel but we would need to go to the ticket desk in arrivals to get the details etc. After going through immigration we turned up to the ticket desk which to our disbelief was closed for another 2 hours. When it finally did open we were then informed that actually we were not being put up in a hotel and so had been clearly lied to. I can not tell you how much stress and worry this airline has caused us. We saved all year to be able to afford this holiday and it along with our Christmas was ruined. You have now left us with no option but to take this further and we will be contacted Fair trading. I can not warn people enough not to fly with this Airline now. After all your troubles over recent years I would have thought you as a company would be trying to restore peoples faith and trust in your airline but clearly not.

Case 2:

2 January 2016 Guest
booked and paid for flights from Perth to KL then into Paris and all was confirmed. now get an email saying they have cancelled flying into Paris. will go to heathrow instead. Have hotel reservatiions in Paris so dont want to get on another flight having flown from Australia and wait 3 hours to get it by the way to get to Paris! can I just cancel with them and get a refund? this is terrible service from an international airline.!!

Case 4:

26 December 2015 Guest

Recently flew MAS on the London-KL route. Had a terrible experience upon check-in. We were told by the MAS check in counters in Heathrow that our reservation was not in the system. Apparently MAS has released our seats because they THOUGHT that we did not proceed with our first lag of the flight. Not only that, booked tickets in January 2015, and paid extra for the upper deck economy seats on the A380, only to be given seats on the lower deck. In flight service was sub standard too. Was very disappointed and felt cheated. MAS, if you are reading any of the complaints here, these are not the ways to treat your customers.

Case 5:

19 December 2015 Sandeep

Worst airline ever. I boarded from Sydney with final destination as Mumbai. They gave me boarding pass from Sydney to Kuala Lumpur but didn’t gave me from KL to Mumbai. At the checkin they told your seat from KL to Mumbai is confirmed but due to some reason I can’t print boarding pass. Your pass will be ready at the gate when you reach KL(I confirmed it twice) . She also gave me receipt of my luggage till final destination. At KL they said that flight is overbooked and we can offer you a flight only after 24 hours. They kept me 24 hours at hotel. My cousin who drove 350km to Mumbai to receive me at Mumbai airport. He also had to * 24 hours and had to take hotel. This is today’s issue and I am still in KL. 12 more hours to go. Can anyone suggest if I can ask for compensation for wasting my 24 hours from my holidays and trouble to my relatives for domestic travel?

Case 6:

13 December 2015 Guest

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This airline is not getting better, it is getting worse. Christoph Mueller, as CEO, what are you actually doing in the way of customer service????

                           

Consumerist: International Community’s Duty Is To Protect Their Own – They Are Not Bothered About Your Political Sensitivities Whatsoever!

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‘Instead of mourning and groaning, professionals in countries cited in advisories, should do some earnest soul searching, what brought this state of affairs and how to regain the trust, confidence and respect of the global community going forward!

Anything less – is running away from the core issues!’

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Consumerist: International Community’s Duty Is To Protect Their Own – They Are Not Bothered About Your Political Sensitivities Whatsoever!

Strange that in this modern global village, where time is of the essence, and where foreign countries depend more on their own intelligence gathering, and update diplomatic packages from their diplomats rather than start a conversation with third parties on how to safeguard one’s own citizens!

Secondly, there is no legal necessity to start a dialogue, or check with any parties whosoever, before issuing any advisory, whose sole focus is ones citizens!

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If one fails to understand this fundamental right, one is lost in the woods and totally ignorant how the international community and governments are expected to act and whose felt needs and rights they are expected to protect.

Now before we go further, what is a travel warning or advisory?

A travel warning, travel alert, or travel advisory is an official warning statement issued by a government agency to provide information about the relative safety or not, of traveling to or visiting one or more specific foreign countries or destinations.

They issue a Travel Warning, when they want their citizens and others, to consider very carefully whether they should go to a country at all.

There is nothing personal about this!

No need to kiss any ones backsides either!

And examples of the necessity, for such acts are unstable government, civil war, ongoing intense crime or violence, or frequent terrorist attacks or an impending one – basically, a clear and present danger!

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Other reasons may include, strikes, demonstrations, or disturbances; a health alert like an outbreak of H1N1; Zika, or evidence of an elevated risk of terrorist attacks as is the case in point!

It could also be an action, taken as a final straw, after being convinced that there is a total loss of confidence, competence or professionalism in some external parties handling an issue based on a checklist of concerns on the matter of the country issuing the advisory.

To be honest, there is absolutely no reason in law, convention or in the diplomatic rule or play book that there should be consultation of any level!

It would be foolish and out of the times, for any quarter to think like that.

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It only shows that we are not aligned, how others in responsible and professional positions, carry out their duties guided by their respective constitutions, laws of the land and convention.

Instead of mourning and groaning, professionals in countries cited in advisories, should do some earnest soul searching, what brought this state of affairs and how to regain the trust, confidence and respect of the global community going forward!

Anything less – is running away from the core issues!

                           

Consumerist: Workers Freeze – Genuine Industry Players & MNCs – A Victim Of Malaysian Political Cross Fire!

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‘Who are the victims here?

Genuine industry players who have followed all the strict procedures having looked at their headcounts needs and many failing to attract or retain local talents especially in Johor – thanks to the Singapore factor – and making applications with the Malaysian Human Resources Ministry followed through with even greater scrutiny at the Home Ministry and receiving their approvals and paying the levies in the millions and now caught in a bind!’

Consumerist: Workers Freeze – Genuine Industry Players & MNCs – A Victim Of Malaysian Political Cross Fire!

Everybody not related to the issue at hand are making speeches!

We have self serving NGOs who usually rant and rave, we have others basically political NGOs sucking up but in this case whacking worker engagement process, we have children of the politicians who have no business making policy statements, we have youth and sports minister, and the minister in charge of Parliament zooming in as well which muddies a already seriously muddied political and business atmosphere in muddied Malaysia!

For far too long family members, are alleged to get involved and in many allegations interfered in the political conversation and office of politicians?

Recently even daughters were getting involved which is dangerous and unhealthy!

When one does that members of the public the ratepayers respond and they become fair game!

Parents then cannot and should not punish ratepayers or public interest groups for this as in the first place they have absolute no business getting involved in affairs of state!

And has this now been at great costs to genuine industry players?

Genuine industry players who have followed all the strict procedures having looked at their headcounts needs and many failing to attract or retain local talents especially in Johor – thanks to the Singapore factor – and making applications with the Malaysian Human Resources Ministry followed through with even greater scrutiny at the Home Ministry.

If they survive all they get their approvals, pay the levy payments that may run into the millions and then prepare the process here and in the source countries to on board the workers!

This has got nothing to do with whatever with the alleged on boarding of 1.5 million Bangladeshis under the G2G (Government-to-Government) Plus scheme, which allows them employment in the construction, service, manufacturing and agriculture sectors, apart from the existing plantation sector opened to them.

Absolutely nothing!

But these industry players have become scapegoats and victims in the cross fire and grouses between genuine stakeholders and others – predators and politically and mentally bankrupt individuals and NGOs!

The leadership of the Federation of Malaysian Manufacturers, others in the Construction industry and other sectors have responded that whatever has been approved, paid for through levies must be allowed to pass!

That is respecting that there is a genuine contract in place, having respect for stakeholders who participated with the government undergoing all the legal process resulting in their positive success in gaining approvals and having done so spending further monies in the on board process while assuring their international clients that they have adequate headcounts to meet the orders and their deadlines!

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But that has hit the dust and created confusion when Deputy Prime Minister Ahmad Zahid Hamidi went unilaterally at a election rally announcing a suspension on all foreign workers intake!

He should have taken pains to say that this suspension pending reviews only affected the proposed 1.5 million Bangladeshi project not others that completed the due process.

Has Zahid’s shocking and distasteful announcement created tremors and warned the international business, investing community and Industry customers that they may have to relocate or find new contractors in other ASEAN countries notably Vietnam, Myanmar, Laos, Thailand, Indonesia and the Philippines where public policy is rational and pragmatic and devoid of u-turns, zing-zags, or clouded by personal and political conflict of interests?

As a global corporate adviser I am already aware that a decision was already taken as far as litigation goes to commence proceedings either in Hong Kong or Singapore a different legal jurisdiction!

Looks like that did not create alarm bells?

The next one will!

When many genuine industry players say – “enough is enough” and relocate in other ASEAN destinations because it is difficult to get locals to work and stay and now even to engage foreigners a nightmare, so that the machines will be worked!

MNCs and Industry do not need this!

They have the money and thus they can just begin to make preparations for eventual exit!

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I feel deeply sorry for my dear friend, Minister Tok Pa, as he is known in endearment, and the professional job the Trade and Industry Ministry does that had brought all these players to Malaysia but now looking to exit?

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I feel saddened for Premier Najib Tun Razak @ Pak Jib, who has been criss-crossing the globe drawing in investments, meeting MNC leaders, Corporations, Industry global Captains, that we need, which includes his deliberations in the ASEAN-US recently!

I cry for Malaysia today!

                           

Consumerist: MH370 – The Truth Please Mr President Of The Free World?

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MH370 – The Truth Please Mr President Of The Free World?

“I met many of those who have lost loved ones on that plane in church, prayer houses, social outlets, our eyes meet, we look deep into each others eyes and feel the loss, pain and emptiness.

If only words and the Queens’s English could express the loss!

This is indeed cruel and we have enough of the fanfare and photo shoots thank you!”

Strange things are beginning to emerge when authorities go on a spin and say that wreckage of MH370 could possibly be washed ashore to Sumatra!

Even stranger when up to now we have had a global concerted effort to position the last sightings of the same plane further south?

Now all of a sudden – it has moved back or has it?

Is it time those who already have had the answers have the decency, dignity and political courage to come clean for God’s sake and for those still hurting having lost loved ones!

In the last two years, since we started this journey, post the disappearance of MH370 in the early hours, as I had my morning coffee in London, shocked, saddened and in anxiety – and since my meetings with many of those in the corridors of power and others – who have lost loved ones on that plane in church, or elsewhere when our eyes meet, we look deep into each others eyes and feel the loss, pain and emptiness.

If only the Queens English and words could express the loss!

This is indeed cruel and we have enough of the fanfare and photo shoots thank you!

Can the truth be told for once?

Or is it really true as a friend alerted me by this statement:

‘Maybe this plane did not crash on March 8th but rather it landed safely somewhere and then was ditched into the ocean on March 16th. No way plane parts of this size would float for more than a few hours after an accident which leads me to conclude this photo may have been taken a short time after this aircraft, if indeed an aircraft, impacted the water.’

He was indeed referring to possible photographic evidence of wreckage of MH370 off the coast of Sumatra. He had included links too and if true we are dealing with a major cover-up that makes the Watergate Scandal look like a child’s play!

By the way, what was indeed in the plane’s cargo haul and what was the real identities of several of those passengers on board MH370?

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To my friends in high and low places – which includes HE, Mr President of the Free World – Can We Finally Have The Truth Sir?

                           

Consumerist: How to Be an Effective Government Relations Advocate

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Consumerist: How to Be an Effective Government Relations Advocate

It is not something, you have post your undergraduate or even post graduate studies!

Most importantly, it is not a skill, you can buy, off the shelf!

It takes decades of experience, of interfacing, interactions in the corridors of power!

It is a long journey!

It takes time for politicians, legislators, political war lords and their many tiers of ambassadors to accept you as an insider and most importantly, give you their ears and access!

It takes trust, experience and most importantly, your skills, competence and intelligence to convince the powers that be, that you come with a commodity that they can trust, need and use for their arsenal of weapons against their political opponents and in moving and shaping power policies!

But what are the key points to bear in mind, as you begin your journey in this process?

I can think of seven!

1. Always be accurate and factual in presenting your case to elected officials. Admitting you do not know the correct answer is not a problem, but always be willing to get the correct answer in a timely manner.

2. Be sure you have a clear and concise message. It is important to remember in stating your position that there are many sides to any particular issue. Legislators, Politicians, Policymakers, and other lawmakers and individuals in the corridors of power respect individuals who acknowledge those differences, perspectives, profiles and clearly explain how their position fits into the larger context.

3. Try to understand their challengers, problems, outlook, and goals. In addition, remember lawmakers, Politicians, Policymakers, and other lawmakers and individuals in the corridors of power are generally hard-working and are attempting to represent the interests of their constituents. This attitude will provide positive environment for you to advocate your position on issues of interest to you.

4. It is helpful to be a good listener. The comments made by a legislator, Politicians, Policymakers, and other lawmakers and individuals in the corridors of power provide good information on what follow-up may be needed concerning any particular issue. It is good for you to understand the concerns a legislator may have concerning a particular issue. This recognition does not mean you have to agree or compromise your own position.

5. Be on time even if it is an unearthly time or hour, for your appointment and be respectful of their time. The demands on Politicians, Policymakers, and other lawmakers and individuals in the corridors of power – time are significant. Being organized will assist you in getting your message across regardless of time constraints.

6. It is effective to have a one-page fact sheet to leave with the legislator Politicians, Policymakers, and other lawmakers and individuals in the corridors of power following your meeting. Be sure to put your name and group you are a part of so after your meeting is over the legislator, Politicians, Policymakers, and other lawmakers and individuals in the corridors of power will know who presented them with this information.

7. Be sure to thank them always for making time for you!