On Tuesday, I arrived at KL Sentral at 0915 to check in for 1045 flight from KL to KB. As I was about to walk to in to MAS counter,I was stopped and was informed that I could not check-in unless I buy the ERL ticket first.So, I obediently followed the lady's intruction. It took me 5 minutes to buy the ERL ticket. Then, I came back to MAS counter to check-in. The girl at the counter looked at my ticket and told me that she could not check me in because the rules said that I need 90 minutes before depature time to check in at MAS counter at KL Sentral. When I told her that I donot have any check-in luggage, she insisted that she could not do it.It is our procedure/policy.
That really made me angry!On leaving the counter, I asked her to tell the management that MAS has a stupid policy! I just wonder what is the purpose of having high speed ERL and KL Sentral as a transportation hub??
Notes on my reading: Completed all Tuesdays with Morrie.Now, back to Musee de Louvre(Da Vinci Codes).
It defeats me how MAS ever wins customer service awards. My personal experience indicates the complete opposite. Your example the same. Why didn't the first lady explain that you couldn't check-in before sending you off on a wild goose chase to the ERL ticket counter?
I wrote to the Chief Executive to complain about one incident. There was used chewing gum stuck to the seat belt. I had to call the cabin staff three times before they managed to clean it. He didn't even bother to reply.
Posted by: Kura-Kura | Friday, March 05, 2004 at 08:42 AM
A month ago, I check-in at MAS counter at KLIA .I gave my ticket to the lady and she checked me in while she was talking over her cellular phone. I asked her for a seat near the emergency exit-a two seater and she nodded.On boarding the plane ,I was given another seat! (my mistake was that I did not check my boarding pass)I thought she nodded to my request but actually she was nodding to her caller on the phone!
Oh Mas Ayu...
Cantik rupamu bagai...
Posted by: Adib | Friday, March 05, 2004 at 09:00 AM
This disregard for customer attitude is another culture shock when i am in Malaysia. In Japan, even asking for the nearest toilet...get the utmost attention, sometimes the stand-by counter lady will guide you to the toilet!
NEVER,NEVER, in my lifetime seeing a counter lady talking on her personal cell-phone while working...never!
Posted by: tomohiko89 | Friday, March 05, 2004 at 10:04 AM
*gasp* er... Can i borrow your Da Vinci Codes once u're done? I'm reading NLP in 21 days at the moment if you're interested? (I know, I know, not a good enough trade) *sigh*
Posted by: inn | Tuesday, March 09, 2004 at 12:20 PM