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Conclusion

Malaysia Airlines has faced several consumerism issues that have damaged its reputation, including flight delays, mishandled baggage, and disrespect of passengers' religions. Flight delays were not properly communicated to passengers and reasons were not fully explained. In one incident, a Muslim girl was placed in a room with an unknown male traveler. Lost, delayed, and damaged baggage left passengers inconvenienced and frustrated as their needs were not addressed in a timely manner by the airline. To improve its reputation, Malaysia Airlines must be more responsible, address issues immediately rather than passing blame, and respect all passengers.

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Ellen Chuah
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244 views2 pages

Conclusion

Malaysia Airlines has faced several consumerism issues that have damaged its reputation, including flight delays, mishandled baggage, and disrespect of passengers' religions. Flight delays were not properly communicated to passengers and reasons were not fully explained. In one incident, a Muslim girl was placed in a room with an unknown male traveler. Lost, delayed, and damaged baggage left passengers inconvenienced and frustrated as their needs were not addressed in a timely manner by the airline. To improve its reputation, Malaysia Airlines must be more responsible, address issues immediately rather than passing blame, and respect all passengers.

Uploaded by

Ellen Chuah
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Conclusion

The first consumerism issue in Malaysia Airlines Systems that we mention is


about the flight delay and religion. As we mentioned before, organization reputation
had seriously decline after the past air crash incident and the delay issues were
happened more frequently. In the latest incident which that MH187 flight delay, most
passenger felt frustrated and disappointed on MAS irresponsibility attitudes for just
make a simple outline about the flight delay and without clarification in depth. Based
on this, MAS should inform the passengers of cancellation or delay and provided an
explanation as to the reason for the concerned issue and shall first contact passengers
to volunteer to surrender their reservation according to International Civil Aviation
and Malaysia Aviation Consumer Protection Code under Passengers Rights.
Moreover, MAS did not respect to other religion and fail to manage well for the
transportation affair. As stated above, Muslim girl passenger been arrange to stay with
not known male traveler in the same room for few hours. On this, MAS should done
the passenger assignment well as consumer have the right to be treated with respect
and dignity irrespective of race or physical condition (Mustapha, 2017).
The next consumerism issue that faced by Malaysia Airlines Systems is
delayed, lost and damaged baggage. Delayed, lost and damaged baggage or can be
said as mishandled luggage cause inconvenience and frustration for individuals and
can be costly as we have mentioned. Anisah Azman cant find her luggage while she
traveling from Kuala Lumpur to Jakarta and this same goes to other 13 passengers.
Although she get help from Jakarta personal, but still fail to find back her luggage.
She also been stopped to calling back MAS in Malaysia which they pass the buck to
others. Another situation faced by Lynne Hutton and her husband was the waterlogged
luggage issue, which their luggage had been obviously left uncovered and cause all
the items inside are wet. This kind of case same goes to Andy Goh, which received
only third class service but pay with first class price. His luggage has damaged, but
were been refuse to get a proper and immediate processing after he reported to the
airport crews immediately. To solve this kind of issues, MAS should be act more
responsibly and take action immediately but not to pass the buck to others or even the
consumers.

In conclusion, Malaysia Airlines Systems should be put more effort on solving


the problem of consumerism issues. The air crush incident in the past had make a
serious effect on their reputation. So, the company should not pass the buck but to
solve the problem, and just then their reputation can be recovery and win back the
trust of consumers.

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