Malaysia Airlines passengers can now instantly report any delayed or missing baggage via a new reporting app.
The launch of the new feature is in line with Malaysia Airlines’ continued work to digitalise the end-to-end traveller touchpoints and facilitate a more seamless travel experience.
The tool allows Malaysia Airlines’ passengers to 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 across all Malaysia Airlines’ domestic and international networks.
“Travellers want simplified processes,” said Lau Yin May, Malaysia Airlines’ Group Chief Marketing and Customer Experience Officer. “We want to take any hassles out of travel by digitalising the 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 may face.”
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 center.© Travel News Asia