Malaysia Airlines outsources customer support

SHAH ALAM: In a bid to enhance and optimise customer support services, Malaysia Airlines Berhad (MAB) has outsourced the service to Mindpearl, an international customer support provider for the aviation industry.

The move was revealed at the opening ceremony of Mindpearl Malaysia’s office in Shah Alam today, which was also attended by newly-minted MAB Chief Commercial Officer Arved von zur Muehlen.

In the past, the airline had customer support offices in a number of European and Asian countries, providing assistance to customers at limited hours.

Now, MAB customers and passengers can expect 24/7 customer support in various European and Asian languages via two call centres in Malaysia and Fiji.

Mindpearl’s Malaysian call centre will cater to those who speak Asian languages, including English, Malay, Bahasa Indonesia, Mandarin, Cantonese, Japanese, Korean and Thai, among others.

The call centre in Fiji, meanwhile, will cater to those who speak European languages, including English, French, Spanish and German.

MAB’s partnership with Mindpearl will also provide the national carrier access to more sophisticated technologies, eliminate fragmentation, improve efficiency and standardisation as well as enhance the overall customer experience.

Muehlen told reporters after the opening ceremony that he was familiar with Mindpearl’s capabilities, having worked with them before when he was attached to Lufthansa.

“They are very professional and we have high expectations of them. If they are successful, then we are successful,” he said, voicing hope that the partnership would result in better cost efficiency.

Mindpearl CEO William Pattison was also confident that the partnership would result in significant cost savings for MAB as customer support operations were now based in just two countries, instead of offices in Tokyo and London, where operating costs were higher.

In July, MAB CEO Peter Bellew – upon taking over from former CEO Christoph Mueller – said he would continue with cost-saving measures by means of increasing productivity and efficiency, by investing in modern technology and entering into mutually beneficial partnerships.

Yesterday, Bellew said MAB was on track to be profitable ahead of its 2018 target.