As an occasional MH passenger, I'm indeed astounded at some of the complaint emails posted in FT over the last few months. Try googling "Malaysia Airlines customer service" and you'll see more on other sites.

While it's quite commendable that Malaysia Airlines has been lurking and helping with resolution of customer issues, it's truly a sorry state of affairs for MH's customer service. That it's failed in its job so badly and treated its customers so poorly is quite shocking. If customer service isn't living up to its namesake and basic standards (through its poorly trained and obstinate staff who often lack intelligence, empowerment and initiative) then something needs to be done at the highest of management levels.

Sorrier still that MH customers have to go to a public forum like this one (and, in doing so, air more of MH's dirty laundry for all to see) in order to have any faint hope of proper attention and resolution.

Sigh.