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Malaysia Airlines customer service with 15below

October 8, 20213 minute read
Malaysia Airlines MH135,Malaysia Airlines customer service Kuala Lumpur-Brisbane launch - happy passengers

Malaysia Airlines customer service has upped its digital transformation through an enhanced service designed jointly with 15below. 15below is recognised the travel industry’s leading provider of automated passenger communications.

Enhancing Malaysia Airlines customer service

This innovative solution is aimed at providing up-to-date and consistent notifications throughout customers’ journeys, including flight changes and cancellations. With this solution, Malaysia Airlines ensures the highest standards in customer engagement, especially in cases of disruption.

By adapting to customers’ evolving expectations for seamless, hygienic, and safer travel experience, Malaysia Airlines has embraced automation to offer an enhanced customer service.

This jointly designed initiative will provide:

  • timely updates
  • convenient, seamless and hassle-free assistance during unavoidable flight disruptions empowering passengers to take control

Success of the project will be measured by

  • the adoption of customer self-service solutions
  • a reduction in call centre and airport service desk enquiries
  • improvement in customer sentiment

The airline’s recent report on customer service shows significant customer experience improvements across all key touchpoints. This translates to an 84% score on its Customer Satisfaction Index (CSI) and a Net Promoter Score (NPS) of +55 for year-to-date.

….. We are proud of this new milestone as we redefine our customers’ travel experience and adopt industry-leading innovation and technology. We have witnessed the successful rollout of the first system cutover in conjunction with the reopening of the recent Langkawi travel bubble. It has proven effective in keeping our customers informed and connected to the latest changes in government travel requirements. Malaysia Airlines’ Group Chief Marketing and Customer Experience Officer, Lau Yin May

In acknowledging their partner 15below’s contribution, she noted that Malaysia Airlines can now further elevate its customer-centric offerings tailored to passengers’ needs. She also added that the completion of Phase 2 and Phase 3 is expected in Quarter 3 of 2022, which is timely as the airline prepares for a complete travel restart.

Nicholas Key, CEO at 15below is pleased to welcome Malaysia Airlines to the 15below community.

…. Helping nearly 60 of the world’s best-known travel brands navigate disruption through the toughest period the industry has ever known, we have a lot of knowledge and experience to help our newest customer keep its passengers happy and engaged. We have a lot of respect for this world-renowned brand and look forward to a great partnership going forward. Nicholas Key

For more information, or to make a booking, visit the Malaysia Airlines website or download the Malaysia Airlines app.

# customer service, Malaysia Airlines, technology
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