Malaysia Airlines launches improved customer service platform

October 8th 2021

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Malaysia Airlines is rolling out a “hyper-personalised” customer service platform that aims to give passengers more control over their journeys and keeping them better informed. Read More » The new system, being implemented in partnership passenger communications specialists 15below, will provide customers with timely updates on issues such as flight changes and cancellations while making it easier for them to adopt self-service solutions in areas such as check-in. The first phase of the system was introduced in conjunction with the Langkawi travel bubble and the airline said it proved effective in keeping customers informed about the latest changes in government travel requirements. Phases two and three of the rollout are planned for completion in the third quarter of 2022. “With the seamless integration of this state-of-the-art functionality and automation on the Malaysia Airlines reservation system, we will be able to deliver superior features that are cost-effective and hyper-personalised,’’ said Malaysia Airlines Group customer experience officer, Lau Yin May. “In addition, the interaction is made easy for passengers through two-way communication. This key functionality will keep customers in control of their travel plans as they are provided with up-to-date, reliable, and timely travel information from itinerary confirmations, schedule changes and cancellations during periods of disruption.”