ASEAN/APEC LEAD CONSUMERIST DR JACOB GEORGE ASKS HAS MAS LEARNT LESSONS FOR ADVANCEMENT POST MH370 AND MH17!

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What we have had for so long were self-serving, selfish self-centered, individuals, decision makers, gatekeepers, questionable policies, whose interest it served, the individuals, certain groups, the nation’s or public interests as multi millions was pumped into, from tax payers!

If this is not a crime and a betrayal of trust, I wonder what is!

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ASEAN/APEC LEAD CONSUMERIST DR JACOB GEORGE ASKS HAS MAS LEARNT LESSONS FOR ADVANCEMENT POST MH370 AND MH17!

When something goes wrong, a decent airline is one that does a professional job of either addressing and fixing that issue or trying to seek help from outside if one does not have the skill sets to address them! Have we done things in half measures prioritizing private agendas rather than addressing issues like a corporate body should? Have we cut costs where we should not and have not cut costs and abuse where we should? Have we looked at the huge obese number of suppliers and contractors we have and does that make economic and quality sense let alone facilitate accountability, good governance, transparency, and a vision that ensures quality, we can all believe in? There are claims that those retrenched are still awaiting their dues. If true, is this not a cruel second blow to one who has served the organization? And why the obsession for investing for a new uniform? Whose interests served here? We say we are cash strapped but that does not stop a few idiots from spending millions refurbishing an old 747 which eventually could not be used?

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Are we the only country which uses or abuses a A380 on routes it should not be flying or keeping one just for spares? So much for return on investments! Of late, we have given away routes, we always had and now working like a regional airline, while our former lucrative destinations are given over in a plate to a competitor by someone rumored to be joining them if the rumor is to be believed? Any conflict in interests issues here? Are we taking great care of our assets which are our pilots and crew?

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Do they have a great take home salary, benefits and allowances (not either or) and many a fringe benefits that are available in other airlines?

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Opportunity for training, development of new skill sets, opportunities to be bedded with another branded airline for exposure training? An opportunity to share both their tributes, agonies and frustrations with policymakers and members of the board without fear of being victimized? For those laid off, have we helped find alternative jobs for them or provide skills training? In the last few decades how many board members have we removed or fired due to incompetence or for a lack of skills to share brought to the table? As a frequent flyer I have the opportunity to evaluate the professionalism and quality of the service of an airline or lack of!

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From even a minor issue of a delayed flight or facilitating redress for passengers wanting to make claims for delayed flights, one can make a judgment call after seeing if during that delay passengers were all kept informed of what was happening; kept comfortable, swiftly transferred to a nearby comfortable hotel with a generous telephone allowance arranged for them to update loved ones on the delays. I have always stated that the following 12 issues are extremely important to an airline brand.

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Can we adopt them if they are not already in the pipeline?

1. Excellent safety record
2. Easy to navigate website with clear, intuitive online booking process
3. Advanced online booking management and online check-in
4. Simple, properly enforced options for elite check-in, baggage, preferred seating and boarding
5. Approachable, professional flight attendants
6. Range of customer-focused policies (and staff available that are empowered to do things)
7. A clean, comfortable lounge with customer-centered features like free wi-fi
8. Excellent connections to partner carriers
9. Good aircraft condition with plenty of cabin space for long-haul passengers
10. A wide range of food and drinks for passengers.
11. Special Priority Privileges for boarding, embarkation, seating, food, for a frequent flyer and supporters of the airline.
12 . An opportunity for upgrade whenever possible.

“If you look after your staff, they’ll look after your customers. It’s that simple.” Or “Train people well enough so that they can leave, treat them well enough so that they don’t want to!” Those were key statements, from dear friend, Richard Branson of Virgin Airlines, which should end up as a tablet of priority at MAS but have they been? What we have had for so long were self-serving, selfish self-centered, individuals, decision makers, gatekeepers, questionable policies, whose interest it served, the individuals, certain groups, the nation’s or public interests as multi millions was pumped into, from tax payers! If this is not a crime and a betrayal of trust, I wonder what is!

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