All you travel junkies, listen up! If you’ve always found booking flights on websites rather troublesome, you might like Malaysian Airlines’ (MAS) new digital initiatives that’ll make your bookings and overall experience way more seamless.
Just today (3 March 2018), The Star reported that Malaysia Airlines’ chief commercial officer Arved von zur Muehlan revealed three new digital initiatives, which are;
- MHguardian
- MHfeedback
- MHchat
The sole motive behind these initiatives is to enhance the passengers’ travel experience with MAS.
Source: Facebook
“Over the last 12 months, Malaysia Airlines has been prioritising its investment in digital advancement. Our improved website has a ‘manage booking’ tool which allows for easier changes and refunds, dynamic currency conversion and a new Enrich members’ portal,” Arved said.
“We also have a range of value-added service on the website for our customers including car rentals, hotel bookings as well as Takaful insurance. Our inflight shopping, Temptations is also available for order online,” he continued.
Source: Facebook
“Our digital solutions underline our efforts to deliver the best of Malaysian Hospitality as displayed in our latest brand campaign. Besides offering warm and genuine service, we want our passengers to plan their travel in the most seamless and convenient way,” he added.
Arved further explained that the airline’s studies showed a continuous trend of mobile-first in aviation. He said that most Malaysians prefer to plan, research and book their trips via mobile. True that!
Besides that, he also said that passengers are much more self-sufficient and that they want more control over matters regarding their travels.
Source: Facebook
Okay, so here’s what the three apps are all about and how each one functions:
1. MHguardian
This new app, which is set to launch by Q3 of 2018, enables parents and guardians to track unaccompanied minors throughout their travel with MAS. Besides being able to monitor the safety of minors, the app will also be extended to support unaccompanied elderly passengers and passengers with special needs.
FYI, this app was the winning idea of MAS’ 2017 Hackathon!
2. MHfeedback
Already available for download, this app allows passengers to instantly share any feedback regarding their experience with MAS. Best part? They can do so anonymously!
Source: Facebook
With this app, customers will be able to type their feedback, rate the airline’s services or even upload photos of areas that require improvement – all while still being able to protect your identity. No need to be shy or feel bad about leaving comments!
Thanks to artificial intelligence (AI), this enables all images and comments submitted to be classified and analysed for sentiment as well as be immediately directed to the responsible service unit. Sounds pretty speedy! Hopefully problems can be solved asap too!
3. MHchat
Now, the star of the show is this third digital initiative, which is basically an interactive Facebook Messenger BOT that allows passengers to make MAS bookings and payments as well as retrieve their flight itinerary via Facebook messenger. Well, looks like bookings and payments just got easier!
Again, with the integration of AI, you can expect the BOT to give you an experience akin to a real-life customer service agent. How cool!
For more updates on this, stay tuned to MAS’ Facebook page.
With these new apps in place making travelling with MAS a whole lot more convenient, you can definitely bid your travel concerns adieu!
Also read: Angry Passengers Experience Unexplained 33-Hour Delay, Malaysia Airlines Finally Apologises
