Good afternoon everyone,

Please allow me to introduce myself. My name is Amin Khan, the Head of the Network and Revenue Management Division in Malaysia Airlines. I am also responsible for online booking channel.

We have investigated Mr. Chai's plight and I would like to provide some clarifications on the issue at hand.

To ascertain if there was a technical glitch as experienced by Mr. Chai, we simulated a similar booking in our Internet booking member’s profile page. We confirm that only primary user details are auto defaulted in the first traveler details column. Any subsequent traveler’s details will not have the primary user details but have to be manually keyed in or selected from the drop down menu. This drop down menu includes the primary/member user detail and other stored passengers detail from previous bookings on our web site. This will not be auto populated, but has to be selected by user.

Thus the primary user’s name would not to reappear by default on the second and third traveller’s columns, and until now, we have not received any complaints of this nature.

As a added control feature, Mr. Chai would be given a review page to verify and confirm the information before submitting his booking he submitted prior to e-ticket issuance.

We do not allow change of names as the customer would have had the opportunity to review the finalized names. This is a standard policy to mitigate potential fraud.

Mr. Chai has appealed and we have allowed the change of name but with a minimal RM65 fee for each name change.

We are in contact with Mr. Chai to resolve this matter soonest.

We hope this provides greater clarity and perspective to the situation at hand. Thank you very much.

Dr. Amin Khan
Senior General Manager
Network and Revenue Management Division
Malaysia Airlines
Amin Khan
Malaysia Airlines
+603 7840 4865