Malaysia Airlines has introduced a new Baggage Self-Service Reporting feature, allowing passengers to instantly report any delayed or missing baggage at any time of day. The launch of the new feature forms part of Malaysia Airlines’ ambitions to digitalise the end-to-end traveller touchpoints and facilitate a seamless travel experience.
The 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. Passengers can also seamlessly communicate with airline representatives to get the latest information on their reports. The Baggage Self-service Reporting feature is available for passengers across all Malaysia Airlines’ domestic and international networks.
Malaysia Airlines’ Group Chief Marketing and Customer Experience Officer, Lau Yin May 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.”
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. The airline recently reaffirmed its 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, which offers discounts on flight tickets all-year round, additional baggage allowance, shopping discounts, and many more.
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