Wrote this in August :
1. Your checkin staff at Narita did not enter my AA FFP number probably as she was not trained enough how to deal with enrich cash+miles redemption and adding a secondary FFP. I have no interest in claiming mileage for this, just need lounge access and possible on-board recognition including a rare op-up opportunity. I would like to lodge a formal complaint against this staff and if there is a form to be filled up.
2. The journey was plagued with weather and technical delays and we all crammed inside the plane sat on the tarmac for 3 hours. It could definitely be have better handled- especially when the airport was closed well before take-off time we should not have boarded.
3. During this period your staff did absolutely nothing, 3 hours and no proper drink service was carried out and it was extremely disturbing to note the families struggling to manage the infants and children.
4. The flight attendant named *****, has a particular attitude in which she served passengers , not very pleasant at all, also considering that her name tag was missing the first half of the flight.
5. On arrival in KL thought would use the lounge for a quick shower and was informed that the arrivals facility is only extended to Enrich members and not to one world members? Is that correct and is there an official lounge access policy for everyone to be very clear about?
Got this back in December:
Thank you for your email dated 4th August 2016. We apologize for not addressing your concerns in a timely manner and appreciate your patience in allowing us the time to revert to you.
The flight was delayed as some technical problem had to be resolved. We apologize for this delayed as it is not always possible to predict the course of events and disruptions of this nature and the time involved in rectifying problems. In all of this, our primary concern is for customers to reach their final destination safely. While it is also our duty to ensure on- time departures, flight delay is inevitable when it is in the interest of customers’ safety.
We wish to assure you that our staff are trained to handle delay situations and are expected to inform and assist customers during such times. Therefore, it is with deep concern that we note your experience, as it is certainly not in line with our service standards. We note that the delay of our flight could have been handled more effectively, and recognize that it is the treatment of our customers in these situations that is the key factor in our efforts to provide complete customer satisfaction.
We regret the unpleasant encounter you experienced with our staff when your request to have access to the Malaysia Airlines Golden Lounge was denied. We understand that the request was made owing to the fact that your flight was cancelled without prior notice. It is indeed regrettable that the situation was not handled professionally. Our staff should have offered you an alternative solution to your request. We certainly do not condone such service by any member of the Malaysia Airlines team, and will make every effort to ensure it doesn’t happen again.
And we offer our sincerest apologies that our staff were not pro-active in attending to your needs. They were guided by the fact that the Malaysia Airlines Golden Lounge is exclusive to our Enrich Gold and Enrich Platinum members only.
Notwithstanding that, we view your observations seriously. We have raised your concerns with the relevant departments within Malaysia Airlines for their necessary corrective action and review. Being in the service industry, we place much emphasis on training our staff in all aspects of customer services. They are constantly reminded to be customer oriented, exercise tact and conduct themselves professionally at all times. The incident you experienced is very much regretted.
Thank you for taking the time to write to us. Rest assured we take your feedback seriously as it will certainly contribute to the improvement in our products and services.
We look forward to welcoming you onboard Malaysia Airlines flights in the near future and hope that your next experience is much more pleasant.