I've managed to secure a seat during their launch route at RM76 return for their maiden flight from KUL-KCH on 23 March 2013. Arrived at KLIA about 9:30 and as expected, the check-in counter can't find my booking even though I've paid through credit card and have received the ticket. The staff then referred me to their ticketing counter at the rear of Row F. In front of me, there were 3 passengers having the same problem. About 10 minutes waiting, a young man walked towards us and asked us to follow him go to the counter (at the end of the check-in counter). A good customer service officer will walk besides or at least at a close distance with the passengers. This guy was totally a snub! After a good few minutes of explanation, he told us to purchase a new ticket on site and they will refund us the charged transaction amount within a week. This was the best recommendation I've ever heard from someone dealing with a customer. The easiest and fastest way to get rid of troublesome passengers like me. After arguing with him on the assurance of the refund period, he just walk off in the pretext of checking the reservation again and wallah, he disappeared. After waiting and standing in front of the counter for almost 30-minutes and nobody seems like interested with our problems, I seek clarification with the staff manning the counter. After a while, I asked one of the lady to please get that snub guy to keep us updated. Only after that, there was a discussion among them and finally, all of us get the nod for the flight (only after the check-in was closed). After giving all the details of the payment made, I was given a hand-written boarding pass...first time traveling and i shall treasured this.
Boarding was on hold because the flight from earlier sector was a bit delayed. Again, there was no announcement or whatever by the ground staff on this.Its ok because I don't want to spoil my mood due to earlier incidence.
Upon entering the flight, all the bitter experience was compensated with the welcoming faces of the stewardess. I was totally amazed with the interior of Malindo Air 737-900 ER. It was the most welcoming cabin compared to other airlines I've used to travel. The interior was very soothing and really like the wide seat pitch and it was so comfortable. Not to forget, the spacious legroom.
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Time for the snack and the stewardess gave us sandwich and drinking water. At least there is something to munch.
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Overall, I'm happy with the service and comfort provided in the flight. It really compensated all the poor customer service faced earlier on.
The flight back home on Monday, 25th March 2013 was superb. The ground staff were very pleasant, from the check-in counter, at the boarding gate and everything went well as expected.
Despite the fantastic service on board, I think Malindo Air need to ensure their ground staff handling ticketing issues be more attentive and more friendly. Will not hesitate to fly again with Malindo for my future trips and waiting for their Down Under route launch. Miss walking around Sydney.
Thumbs up Malindo Air.
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