Malaysian Airlines launch baggage self-service reporting feature

Malaysia Airlines passengers can now instantly report any delayed or missing baggage with the launch of its Baggage Self-Service Reporting feature. The new feature is in line with Malaysia Airlines’ step in digitalising the end-to-end traveller touchpoints, said the brand

This feature allows Malaysia Airlines passengers to report, track and monitor the recovery process through their mobiles, tablets, and laptops. Passengers can also seamlessly communicate with airline representatives to get the latest information on their reports. The launch of the Baggage Self-service Reporting feature also further complements the airline’s efforts to ensure efficiency across its operations as global travel demands continue to rise, said Lau Yin May, Malaysia Airlines’ Group chief marketing and customer experience officer.

She added that the airline is commitment to continuous improvements in managing customer queries; reducing the average waiting time to below 20 minutes to address the queries received via its contact centre.  As part of the Group’s wider digitalisation roadmap, the airline also offers a suite of products to cater to all travellers’ needs - including students via its MHexplorer programme that offers discounts on flight tickets all-year round, additional baggage allowance, shopping discounts, and other features.

Furthermore, the national carrier also recently launched its newest in-flight safety video, Satu Dua Tiga, Jom!, which reinforces its efforts to ensure passenger safety through a catchy, musical rendition of the in-flight safety demonstrations and encourages passengers to Fly Confidently.

“We want to take the hassle off their travels by digitalising the traveller journey; from biometric facial recognition during check-in, shopping for goodies via Journify and having them delivered to the boarding gate for departing and arriving passengers at KLIA, and now reporting and tracking any baggage issues they face, online. This is also timely as it gives peace of mind and reassurance to our passengers that their needs are taken care of, especially when travelling during this peak period as many airports globally are facing operational challenges," Lau said.

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