Frustrating email response from contact centre
 

I had a frustrating e-mail exchange with Malaysia Airlines. I explained very carefully via e-mail that I was arriving on British Airways first class and connecting to a domestic business class flight, and asked them to confirm that I was eligible to access the Golden Lounge FIRST CLASS section. I gave them my booking reference and I specifically typed FIRST CLASS in all caps. I also quoted the OneWorld lounge access rules. I wanted this in writing as I wanted to prevent an argument at the lounge entrance.

They replied with a non-answer: "Kindly be advised that you are eligible for access to the Golden Lounge for First class and Business class passengers."

:mad:

No doubt someone trying to meet a KPI of providing 24 hour responses, except it's a non-response in this case!

I am not sure I would bother trying to get something in writing from any airline prior to travel for this. It is clear you would have access as per oneworld rules:

https://www.oneworld.com/ffp/lounge-access

KARFA, I am aware of oneworld lounge access rules but I am not sure why you are trying to almost blame this on me? This topic is about the quality of responses from the contact centre. As explained in my post, I wanted to get confirmation in writing and it is my right to do so, to prevent arguments with lounge agents who may not be familiar with OneWorld access rules. A common occurrence.

For MAS at KLIA there is a domestic lounge in the semi-separate area for domestic departures. When you come off the BA service then you should have access to the MAS First Lounge in the Satellite - much better than the domestic Golden Lounge, but it sure ain't CCR - but you then have to get over to the other building and clear passport control along the way. So personally I would go directly over to the domestic wing of KLIA to ensure I could make the next flight. Moreover I strongly suspect that at the First lounge in the Satellite they would urge you to do the same.

But yes, there isn't much point emailing a question like this to an airline if you have access to Flyertalk, rightly or wrongly. The person answering your email may never have been on an aircraft in their life, whereas you have people on FT who can tell you the carpet tile manufacturer in some of these lounges. Moreover if the email came back with either a wrong or right answer it's not going to get you past a lounge agent standing their ground.

Their response was correct. There is no dedicated first lounge on the domestic side of the airport, just a single Golden Lounge for first and business class passengers.

Thanks corporate-wage-slave. I have a 4-5 hour layover and prefer the First Class lounge in the satellite terminal rather than the Business Class lounge in the domestic terminal. I appreciate your response and that may in fact be reality but really can't agree with the justification "The person answering your email may never have been on an aircraft in their life" for poor customer service. I don't think other airlines would behave this way. And more importantly there will be no human progress if we don't uphold standards..... :)

Thanks ajeloenard, I would like to access the first class section in the satelite lounge (as I believe is my entitlement under oneworld lounge access rules). My BA flight arrives there. I have a 4-5 hour layover. I am familiar with KLIA lounges.

The discussion we are having here exactly illustrates why I wanted written confirmation - I don't want them to send me to the Business class lounge in the international satellite terminal or the mixed lounge in the domestic terminal.

Hi. I am really not trying to blame you at all - where do you see me doing that in my post exactly?

However, I think just as corporate-wage-slave has suggested, there isn't much point emailing the airline beforehand. If you do wish to do so then knock yourself out :)

To their credit, Malaysia Airlines has now responded with an apology and a clear answer, and they replied to my e-mail very quickly. So my faith is restored! Thanks everyone.

you should be able to hop in to the first class section no problem.

Note: the lounges may be still closed for renovations though they are expected to re-open this weekend or next week.

Thank you wolf72.

1) The BA flight lands on the international sat terminal. The First and Business class lounges for international flights is in the same terminal.

2) The regional golden lounge is accessible from the international sat terminal by taking the monorail to the main terminal..getting out of the train and turning RIGHT 30 meters. Look for the set of escalators going up to your 2 o'clock.

3) The domestic golden lounge is one level down from the regional lounge in the main terminal but you need to pass through immigration counters for transit passengers and a security check before you proceed to your domestic gate in the main terminal.

Not sure where you are flying to for your connecting flight but if it is domestic, be aware, that immigration line can be VERY VERY long if you are not careful for the transit immigration desk during peak hours which may require a 20-40 minute wait sometimes.

Other times, its a 2-5 minute wait and a breeze through both immigration and the security check.

While not excusing the thick response from MH, as MP has found out, it's quicker to get answers from FT! :D

Definitely worth highlighting and I remember there was once passengers got aggitated and flagged down police officers to help as there was a very long line with only one immigration officer on duty. (The police officers naturally didn't want to get involved.)