Malaysia Airlines introduces the Baggage Self-Service Reporting feature, passengers can now instantly report any delayed or missing baggage at any time of the day. The launch of this new feature is in line with Malaysia Airlines’ bold step in digitalising the end-to-end traveller touchpoints and facilitating a seamless travel experience. This feature allows Malaysia Airlines passengers to easily make a report, track and monitor the recovery process via their personal devices (mobile, table, laptop, etc.) in a safe and contactless environment.
Lau Yin May, Malaysia Airlines’ Group Chief Marketing & Customer Experience Officer, said, “As travel demands continue to soar, travellers want simplified processes, and Malaysia Airlines is always ready to lend a helping hand and go the extra mile with our signature Malaysian Hospitality. 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 in managing the influx of revenge travellers. We are continuously looking for ways to enhance our service offerings, and the Baggage Self-service Reporting feature aligns with our efforts to offer comprehensive and integrated end-to-end solutions for our passengers. The latest addition to our contactless services reinforces our strong commitment to provide safe, hygienic and seamless journeys for customers who travel with Malaysia Airlines.” Lau Yin May added.
As part of the Group’s wider digitalisation roadmap, the airline also has come up with a suite of products to cater to all travellers’ needs, including students via its MHexplorer programme, which offers discounts on flight tickets all-year round, additional baggage allowance, shopping discounts, and many more.