Dear Guy,
Thanks for your continued faith in us! Rest assured that we're looking into this.
David, chowinlondon,
We are truly sorry for this level of inconvenience. While it may be a systems error, it's essential that we rectify this to avoid similar incidences for other customers - for this, we are grateful for your feedback. Please allow me some time to bring this matter up to the Heads of Department and I will personally see to it that we address your cases soonest.
Please let us win back your confidence. Thank you.
Regards,
Tan Wai Fong,
Head, Media Relations
Malaysia Airlines