Head of customer experience, Mohd Salleh Ahmad Tabrani, said after over two years of intensive market research and findings, MAS will roll out its new operation procedures and services by July 1 – many of them a first for an airline – from staff development to new cutlery.
He said having a new aircraft was not enough to rejuvenate a new and improved flight experience and help MAS distinguish itself from its competitors.
“New hardware means nothing without the software to back it up.
“MAS is world-renowned for cabin crew excellence. We want to build on this to transform our services in our journey to be the preferred premium airline,” he said in an interview.
Salleh said said the members of the award-winning crew will be present to serve first and business class passengers from the drop-off at the KLIA main terminal to their respective destinations.
MAS is also making major renovations to its flagship lounge in KLIA due to be completed by the end of the month, he said.
He said the lounge will be more spacious for business class travellers, exclusive areas for First and Enrich Platinum members and also feature MAS air stewards and stewardesses.
“These are the friendly faces who most significantly represent the airline. We integrate them to be more visible throughout our customer touch points to provide for the best flight experience even from the ground,” Salleh said.
MAS staff have been working around the clock to familiarise themselves with the A380, he said.
With many of MAS’ new initiatives being rolled out in conjunction with the new aircraft, Salleh said, it will be seen as the launchpad of change for the airline.
“We begin here [with the A380]. In the next phase, we will then cascade these changes throughout the rest of our fleet. I am confident with these changes, MAS will be the best airline in the region soon,” he said.